Oh dear Azamara - Mesage for Bonny or Larry

[henrytf]

Azamara Journey Coast to coast Costa Rica Miami via Panama 21st March 2015.

I have held off posting a review or a forum post in the hope that we might have some communication from Azamara following up on our complaint - now after a month …. Nothing! :mad:

 

Firstly – great meet & mingle, great turn out, members & crew alike .. thanks Tony for arranging it !

Full marks to Captain Johannes & all the crew for a great cruise ! and to the captain for settling the argument as to which side of the ship sunset was in the Gulf of Mexico !;)

And to Richard Wanio who gave some fantastic talks about the Canal and a great commentary up on the sun deck during our transit .

Also Carl the guide at Key West – great guy !

Our complaint was not with the ship but the pre-cruise stop over / transfers.

We had booked our flights/ transfers with Azamara including an overnight stop in Miami at the Marriott and received all the vouchers etc to cover.

Having spent some 20 hours travelling from the UK and suffered long queues at Miami airport, we made our way to the Azamara / RCL / Celebrity meeting point where there were two uniformed staff, unfortunately they were RCL not Azamara and they had no record of us or the other couple from the UK arriving or any transfer details to the Hotel.

Julia Campbell did a great job, made some calls and arranged for a vehicle to collect us and deliver to the Marriot, unfortunately the driver had another call to make so we were over an hour & a half in the rush hour traffic getting to the Hotel ….. to be told we had no reservations !:o

There was also another couple from the UK on a different earlier flight who had no reservations on arrival also, in addition no airport transfer had been arranged for the following day to the airport.

By now it was early evening, the staff at the Marriott did a fantastic job getting hold of someone at Azamara and then arranging rooms to be made available for us (thanks to Juan Alves , duty manager and his staff for rescuing the situation, giving us bottles of water & a free bar voucher), then ensuring our airport transport had been arranged early the following day.

So Marriot 5 star, Azamara 0.:(

(Our previous cruise & flights with Azamara on the Quest we rated at 6 star!)

 

We made a formal complaint to customer services on board, and had a call back on board confirming they had registered the complaint with head office, so far and despite referring this on the post cruise questionnaire we have had no communication, explanation or apology from head office.

 

So 6 people high and dry in Miami ……. It took the gloss off what was a fantastic cruise......................

Mike & Chris

[BBMacLaird]

Hello Mike & Chris,

I'm sorry to hear your hotel & transfers were missing from your booking information. Obviously the ball was dropped by us somewhere along the process.

I'll send this thread to the UK office. I'd recommend you also write to them as well, as that would be the first point of contact your booking, and all I can do is bring this to their attention. But they won't know who you are unless you write them with your booking ID, etc.

UK MD = Richard Twynam RTwynam@azamaraclubcruises.com

 

Best of luck for the resolution you are searching for.

Bonnie

[Andy]

Hi Everyone,

 

As Bonnie has responded to the OP, this thread is now closed. Thanks very much !