Fire on Quest

[Poulsbo]

Maybe hold onto hope- if it was a definite/strong chance of a no I would have thought they would have pulled it now, so they must think they have a chance to get the 12th trip going in some shape or form

 

 

Maybe they haven't "officially" cancelled the April 12th sailing but a large group of us discovered today that our previously confirmed reservations on a United Airlines flight from Seattle to Singapore have been cancelled by Azamara.

[Lottie A]

Maybe they haven't "officially" cancelled the April 12th sailing but a large group of us discovered today that our previously confirmed reservations on a United Airlines flight from Seattle to Singapore have been cancelled by Azamara.

 

Poulsbo, I am so sorry to hear that. Are you one of the people on a B2B? I have read that some of them have discovered that their outbound flights to Singapore have been cancelled, but that the return flight hasn't been....yet!

 

How very disappointing to have what must be the trip of a lifetime affected in this way......and still have no idea what is happening.

 

It is not looking at all good for any of us is it? :(

[slotl]

It seems the whole emergency has been handled very professionally by Captain Karlson and the crew,

 

I have sailed on the Quest with Captain Karlson and can concur that in my opinion he is a "Top Captain/man" .Pity all other Captains are not like him.

 

Captain Carl Smith is also THE BEST :D and I think, the youngest Captain. It looks like the ACC takes pride in their choices of Captain and the passengers certainly appreciate their professionalism, social skills, and leadership.

 

BTW, Captain Halee Gunderson (sp) of the HAL Prinsendam and Captain Albert (currently on the Statendam) are also on MY BEST Captains list. :D

 

I have sailed on Azamara during it's introductory cruises to Bermuda and again from Singapore to Athens. ACC is one of my favorite cruise lines sailing my two favorite ships (I'd like to also add the HAL Prinsendam). They have created an excellent reputation for themselves thru hard work and much professionalism.

 

Thru this incident, Azamara has again proven the reason they have built such a loyal passenger following.

[mister exec]

Another update... Without a doubt, this is by far the most memorable cruise we have ever taken. I won't repeat anything I posted previously, but a few comments about the past several days.

 

Shortly before we arrived in Sandakan, and none to soon I might add, we were given a letter and luggage tags informing us where we would be staying in Sandakan. I am sure Azamara booked EVERY hotel room in a large area to try to accomodate so many passengers. All we wanted was a room that was clean and COLD! That is what we got and the air conditioner became our newest best friend. All bags were checked and handled by Azamara and they miraculously arrived at our hotel room not too long after we were finally checked in.

 

We were loaded unto buses based on our hotel assignments. As we exited the gate at the pier, there were many cameras flashing pictures of the bus. When we arrived at the hotel, reporters and video and still cameras seemed to be everywhere. They intterviewed my wife, Diane Becker Krasnick, and when they found out we had photos, videos and audio recordings of the Captain's emergency announcements and regular updates, she became very popular with the AP TV and print reporters. Diane gladly talked to them as she wanted them to know what a wonderful job the Captain and his crew had done. We had heard that some stories were going out that talked about terror on the ship. She wanted them to know how orderly and cooperative all of the passengers and crew were and how everyone was helping each other.

 

After the AP stories broke, Reuters found us and they wanted an interview and a look at our materials as well. I asked them why they were so interested in continuing to cover this story. The reporter said that it wasn't just another cruise ship accident at sea, but more importantly it was a new angle they had not seen before - everyone was commending Azamara and all of the crew.

 

The next day Azamara arranged a tour for everyone who wanted to see the Orangutans and it was a nice outing and a very thoughtful gesture. We had no idea when we were going to be flown to Singapore. At 12:45 AM (that's right AM) we received a call that we should be in the lobby at 4 AM for a bus to the airport. We were flying to Singapore at 6:45 AM and would arrive in Singapore at 11:30AM approximately.

 

When we arrived at the airport in Singapore, they had staff everywhere to help us. They led us to the waiting area for our buses to transport us to our hotels and tghey handled all of our luggage - we didn't have to do anything. When we arrived at the top class hotels they set up for us, once again there was staff everywhere to help us check in. They had plenty of cold beverages for us and they helped each passenger finalize where they were going and what dates they needed accomodations. A hotel manager was ttalking to us asking us what they could do to help a nd we said we were just happy to be there and this was our 40th anniversary cruise. Not long after we were personally escorted to our beautiful room, there was a knock at our door. They delivered red roses and a box of chocolates with a happy anniversary card. Too bad my wife was there when this was delivered or I could have signed my name to the card!

 

We decided to go to Bali as this was the place we wanted to see the most. We are here now and we will have great stories to tell for many years.

 

I have saved the most important update for last. When we arrived at the Sandakan airport at about 5AM, the door opened and Larry Pimentel came on board to personally apologize to us and to reassure us that Azamara would make everything right. Quite a gesture, especially considering that his father-in-law was in surgery that day. Larry, his VP (I think oof hotel Operations) and Cruise Director Russ were there to carry bags and do everything to help us. I spoke to arry and told him that people will not judge Azamara by the accident that occured, but rather define the integrity and reputation of Azamara by how they responded to the incident. On that basis, Azamara is definately top of class. Marc

[Jujuju2]

Thanks for the update, Marc. I have seen your wife on television and Youtube and embedded videos on the internet 4,372 times now. I would recognize her anywhere in the world (I am prone to hyperbole, so maybe I have only seen her fifteen times). I have also seen you quoted in numerous media reports, probably more than I have seen your wife.

 

At any rate, thanks for the upbeat report, and we are all glad to know that you are doing well.

 

As you may or may not know, the next leg of the cruise was cancelled. We have seen some reports that some of the passengers from your cruise stayed onboard in Sandakan, hoping to continue the cruise. Can you confirm if that is true?

 

Juju

[Andy]

Hi Marc,

 

Thanks very much for your updates. I'm pleased to hear of how wonderful Azamara is taking care of everyone. It's a tremendous credit to Larry Pimentel, his local team, and everyone in Miami.

 

I wish you, your DW, and everyone on your sailing all the very best - and... Happy 40th anniversary. Enjoy your trip !

[rgaudet]

Marc,

 

Great update and very pleased that such a potentially dangerous situation was turned out so well for you. I am going on my first ACC cruise in less than 2 weeks and was very interested to read and watch everything I could about this incident. Your post and your wife's interview have helped to show me how well they dealt with this and I'm more comfortable than ever to get on board.

 

All the best.

 

Rob

[Dr H]

I have a way of sticking my nose into too many threads here on cruisecritic. About 2 weeks ago, I put down a deposit for the July, 2013 cruise, on Quest. It will be our second Azamara experience. A year and a half out, I am excited, looking forward to the trip, busy making plans, as if any plan made 18 months out is actually going to happen. So honestly, I really have appreciated the anxiety and distress that so many people on the Spice cruise were feeling, not knowing if their trip was on or not. I was disturbed that by Tuesday evening, there still were official posts for these people as to where they stood, especially that poor woman in the UK who didn't know if she was off to Singapore or not. In retrospect, 2 days later and considering the fact that the ship was apparently off in the middle of nowhere, I really find it amazing that you had a damage assessment as quickly as you did.

 

Having just read Mister Exec's report on how the company and Mr Pimentel have handled what had to be a very confusing, potentially dangerous, and certainly very expensive situation, I would like the powers that be to know how much I as a past customer, and a future one appreciates these reports. Being able to put myself in a similar situation has only reinforced just how positive an attitude I have had toward Azamara, and just how much I do look forward to our next cruise with you next year.

 

Please, get the boat fixed, air it out, send best wishes for a very speedy recovery to your injured crewman from a total stranger half a world away. It appears that your upcoming and very inconvenienced passengers will be in good hands.

 

Dr H in Atlanta

[mister exec]

Juju - I am glad to hear how well you now know me and Lady Di. we heard that around 100 passengers stayed onboard in Sandakan, but I can't confirm that. I know several people who were continuing on the Quest from Singapore did get off in Sandakan. Some passengers may have asked to stay on board and there apparantly weren't quite enough hotel rooms in the area for everyone so some on board as enrichment providers stayed on board.

 

In my last update, I accidentally left out one very important comment Larry made when he boarded our bus in Sandakan at the airport. He wanted us to know that the most severely injured crewman's condition had deteriorated over the night and he was soon to be airlifted with two doctors to a another hospital better equipped to provide the required care. We heard that Larry spent time with this crew member that afternoon while waiting for the air ambulance.

 

I am attaching photos of my wife and I with the Captain earlier in the cruise and with Larry at the airport.

 

I am enjoying the air conditioning in our room in Bali and I will never again take it for granted! Marc

[excitedofharpenden]

Marc, thanks for your updates. I have enjoyed reading them. Have a great time in Bali, a wonderful place with even more wonderful people to match the crew experience you had on Quest.

 

There are many news stories out there at the moment, but I picked this one out because it is simple and straightforward in its praise from a source not usually noted for it:

 

http://blogs.canada.com/2012/04/05/azamara-quest-a-model-for-crisis/

 

Phil

[Jujuju2]

Juju - I am glad to hear how well you now know me and Lady Di. we heard that around 100 passengers stayed onboard in Sandakan, but I can't confirm that. I know several people who were continuing on the Quest from Singapore did get off in Sandakan. Some passengers may have asked to stay on board and there apparantly weren't quite enough hotel rooms in the area for everyone so some on board as enrichment providers stayed on board.

 

Oh! And now that I see the picture, I recognize you too. You had on a beige or light yellow Hawaiian style shirt with a light beige tropical leaf pattern when you checked into the Sandakan hotel. And tell Lady Di she has some gorgeous tropical cruise dresses, and they come across very well on television. Even with days of no a/c.

 

Thanks for the update on the crew member.

 

Juju

[uktog]

 

In my last update, I accidentally left out one very important comment Larry made when he boarded our bus in Sandakan at the airport. He wanted us to know that the most severely injured crewman's condition had deteriorated over the night and he was soon to be airlifted with two doctors to a another hospital better equipped to provide the required care. We heard that Larry spent time with this crew member that afternoon while waiting for the air ambulance Marc

This is such sad news and I do hope that the deterioration was arrested by specialists. I have read that it's Day 3-4 that is the most critical for burns victims as the body goes into a form of shock but if you can get to

Day 7 your long term chances improve exponentially

Our thoughts again for the crew member

[sivia]

Originally Posted by mister exec View Post

 

In my last update, I accidentally left out one very important comment Larry made when he boarded our bus in Sandakan at the airport. He wanted us to know that the most severely injured crewman's condition had deteriorated over the night and he was soon to be airlifted with two doctors to a another hospital better equipped to provide the required care. We heard that Larry spent time with this crew member that afternoon while waiting for the air ambulance (Marc)

 

 

Azamara is a 'family'. Seems whether you were a guest on the QUEST or a past guest, we all extend our deepest thanks to the Officers and Crew onboard. As well it would appear that we are all extended our best to the injured crew members, especially the one in critical condition.

 

Let's hope that all of our prayers and good wishes help with his recovery.

 

I don't think that anyone can fault the full management team at Azamara. Larry Pimentel left Miami and flew immediately to support the guests and crew affected by the fire. Hopefully, the injured crew member was conscious enough to realize that Larry Pimentel was there at his side.

 

Again, kudos to ALL the staff.

[Albert Ross]

Marc

Thanks for taking the time to post.

Happy anniversary, and I hope the Bintang is cold.

You've both earnt it!

[geocruiser]

It is just so sad about this crew member. Willl say more prayers for him.

[SheilaNC]

Marc - so glad you were treated so well ; love the roses and chocolates story. Thanks for keeping everyone up- to- date. Enjoy Bali, take lots of pictures, and hugs from both of us

[BillC]

At our daily cocktail party / buffet last night (Thursday in Singapore) it was announced that his condition was the same, but his wife was flying in to be with him (of course at Azamara's expense) so they are hopeful that might assist his recovery. They did start a fund for donations while we were still on the Quest and they expect to shortly announce a more formalized program for him shortly.

 

From my perspective they should establish a similar fund for the crew, who performed so wonderfully. They are always great, but you had to be there to experience the fantastic team job they performed in the most trying of circumstances

 

We recommended to Lief that they schedule a reunion cruise in 2014. We were finally able to get our Choice Air rescheduled so we fly home to San Diego tomorrow morning, arriving in time for Easter.

[Andy]

Hi Bill C,

 

Thank you very much for your update. We are all hoping the crew member will recover from his injuries.

 

Great comment about a crew fund. FYI, I suggested it to Azamara earlier this week. While I must caution there are numerous hurdles involving this type of initiative, I'd love to see it happen.

 

In case our members aren't aware, Guests are welcome to make a contribution to a Crew fund while on your Cruise. Ask to speak with the Events Coordinator or Guest Relations Manager, and they will assist. I've contributed several times over the years, and feel it's a beautiful way to give extra thanks to the Crew.

 

Wishing you safe travels home, and Happy Easter !

[Bill Leiber]

Juju - I am glad to hear how well you now know me and Lady Di. we heard that around 100 passengers stayed onboard in Sandakan, but I can't confirm that. I know several people who were continuing on the Quest from Singapore did get off in Sandakan. Some passengers may have asked to stay on board and there apparantly weren't quite enough hotel rooms in the area for everyone so some on board as enrichment providers stayed on board.

 

In my last update, I accidentally left out one very important comment Larry made when he boarded our bus in Sandakan at the airport. He wanted us to know that the most severely injured crewman's condition had deteriorated over the night and he was soon to be airlifted with two doctors to a another hospital better equipped to provide the required care. We heard that Larry spent time with this crew member that afternoon while waiting for the air ambulance.

 

I am attaching photos of my wife and I with the Captain earlier in the cruise and with Larry at the airport.

 

I am enjoying the air conditioning in our room in Bali and I will never again take it for granted! Marc

Hello Mr. Exec & Lady Di -

 

I can't stop reading both of your eye-witness reports over and over; not only for the very articulate, balanced and encouraging content, but also for the feeling of pride that your words create every time I read them about the Captain, staff, crew on that day as well as for the behind the scenes support delivered by the Azamara and Royal Caribbean shoreside teams. I'm sure the other Azamara share a similar feeling

 

I think Larry is due back in Miami probably tomorrow and I expect that'll he'll be inundated with a multitude of tasks. I'm communicating a link to your posts on this thread so that he has the opportunity to immerse himself in your report. I believe it will validate the significance of his decision to make the long trip to reassure our guests, in person, about our commitment to safety and guest satisfaction as well as to participate with maritime technical authorities and our technical staff in assessing the damages.

 

I think your examples of Larry's involvement demonstrate his heartfelt wish to communicate that the Azamara team was doing their best in the adversity of guests had experienced. And your photos are excellent.

 

Thank you very much for your time, effort and endorsement of the Azamara Club Cruises in both good and bad times. There's no question in my that you and your DW always see the "glass half full."

 

Happy times in Bali.

 

Sincerely,

 

Bill Leiber

_____________________

Chief Blogging Officer*

Azamara Club Cruises

(*CBO is an authorized and compensated representative of ACC)

[world~citizen]

...I think Larry is due back in Miami probably tomorrow and I expect that'll he'll be inundated with a multitude of tasks....

 

Bill, you have been part of an extraordinary effort by Azamara over the worst crisis it may well ever face.

 

Integrity and sincerity is shot through everything you do, and I don't have the words to express my admiration for it.

 

Our thoughts and hopes are now with the injured crewman and his family. They are part of the Azamara family, which all those who work and cruise on your ships are proud to be a member of.

 

If there is a fund to be set up Mrs. WC and me would be honoured to contribute.

 

Smooth sailing, Bill.

[GrumpyOldWesty]

Bill, I would suggest that you read todays posts on the Spice Route thread. They go a long way to suggesting that a lot of the goodwill that has been engendered over the last week by your Captain, Officers and crew is being lost very quickly b Azamara shoreside. And please make sure Mr Pimentel sees these also. I suspect he may well have a full email inbox very shortly.

 

Peter

[NoOneWillAnswer]

In my last update, I accidentally left out one very important comment Larry made when he boarded our bus in Sandakan at the airport. He wanted us to know that the most severely injured crewman's condition had deteriorated over the night and he was soon to be airlifted with two doctors to a another hospital better equipped to provide the required care. We heard that Larry spent time with this crew member that afternoon while waiting for the air ambulance.

 

Thanks so much for your reports. Penang's Star http://thestar.com.my/ reported his name & nationality: "A Guatemalan crew member, Juan Carlos Escobar, is suffering pulmonary lung infections due to excessive smoke inhalation" but no further update so far.

[Bill Leiber]

Thanks so much for your reports. Penang's Star http://thestar.com.my/ reported his name & nationality: "A Guatemalan crew member, Juan Carlos Escobar, is suffering pulmonary lung infections due to excessive smoke inhalation" but no further update so far.

Hello NoOneWillAnswer -

 

Today, in our just released "Azamara Club Cruises Statement" on our website, we've included an update about our injured crew member.

 

Your deep concern about his condition and that of his family is so gratifying to everyone at Azamara - shoreside and at sea. We are indeed fortunate to welcome you as our guests.

 

Sincerely,

 

Bill Leiber

_____________________

Chief Blogging Officer*

Azamara Club Cruises

(*CBO is an authorized and compensated representative of ACC)

 

 

 

Azamara Club Cruises Statement

April 6, 2012, 12:30 p.m. E.S.T.

 

Unfortunately, due to the time needed to repair the damage caused by the fire, it is necessary to cancel Azamara Quest’s next voyage, which was scheduled to depart Singapore on April 12. We do not take any decision that impacts our guests’ vacations lightly, and are deeply sorry that this unexpected development has affected those guests’ upcoming vacation.

 

Azamara Club Cruises will be contacting guests on this sailing personally, or through their travel agent, to discuss the details regarding their cancelled sailing. Again, it is regrettable that this incident occurred and spoiled our guests vacation, but we will do everything we can to assist them from this point forward.

 

The condition of the one crew member that was more severely injured has improved. Once the ship arrived in Sandakan, he was immediately transferred to a local area hospital. He was later transported via air ambulance to Manila for further care, and his family has travelled to Manila to be with him. Our entire Azamara family will continue to do its very best to assist him and his family in the aftermath of this unfortunate incident. Our thoughts and prayers are with our crew member and his family, and we thank all of you for your thoughtfulness and concern.

 

Guests who have any additional questions regarding Azamara Quest may call toll free 1.888.829.4050 from the United States and Canada. Guest outside the United States may call direct or collect to 1.408.916.9001.

 

# # #

[mister exec]

Bill - Thanks for your kind words - CC has become our cyber support group, with you and Andy as our very capable leaders.

 

There is one open question that several passengers have mentioned. The compensation and reimbursement was quickly and clearly communicated to all of us. One situation was not directly addressed and maybe you can followup. How will Azamara address the situation of passengers who had airline tickets to Hong Kong and back from Singapore that were obtained by using a very large number of frequent flyer points. While the direct financial impact is limited to the taxes and fees paid, the opportunity cost is comparable to a purchased fare.

 

This is certainly not a top priority, but I am sure you can make sure it is added to what I am sure is a very long list. Marc

[MightyQuinn]

We returned home early today from the ill-fated March 26 sailing of Azamara Quest. We had eagerly anticipated the 17-day voyage to exotic ports on an itinerary that is rarely seen except on a World Cruise. But it was not to be.

 

While we didn't get to check Komodo Dragons off our bucket list, we did get the rare opportunity to witness first-hand how Azamara handled an emergency at sea. It was a case study in how to do things right.

 

We were so very fortunate to be under the capable command of Captain Leif Karlsson. Thanks to him and his wonderful officers and crew for their calm professionalism, expert judgment and tremendous customer care. They were united in making sure we were safe, as comfortable as possible, well informed and happy. Kudos also to Larry Pimentel who traveled to Borneo to meet all the displaced passengers to personally extend his regrets for the cancelled voyage. His presence exemplified an unsurpassed customer focus.

 

There are many more to thank and much more to tell. I'll post a full review soon. But in the meantime, my thoughts are still with Azamara Quest. Best wishes for a successful wet-dock and safe onward voyages.