Bonnie can you please help? Specialist services

[DebbieMacG]

Bonnie

 

When I booked my cruise I sent in my specialist services form to the email address on the form, specialistservicesuk@azamaraclubcruises.com then a few weeks ago I realised I hadn’t actually had an acknowledgment from them and wanted to ask a couple of questions so rang the number given on the form 01932 820603, when I asked for the correct department I was told to email, I explained I had emailed and that was the issue I needed to check if my form had been received, I was then told I had rung the wrong number and I needed to ring the right number which was 01932 820603 I explained to the person that this was the number I was actually ringing which was the number from the form, at this point she said she didn’t know what else to do and couldn’t help me.

 

I decided to email my form again to the same address and this time got an automated reply from specialistservicesuk@celebritycruises.com the next day I received an email from them saying I had sent the form to the wrong address and it needed to be sent to azaspecialistservicesuk@azamara.com so I resent the form and my questions to this email address. This was the 17th April and so on the 24th April when a week had passed I emailed the celebrity email address again to ask if they could help as I’d not had a reply and my cruise was next month. They apologised and said they would forward the email on for me, this was two days ago and I’ve still not heard from Azamara.

 

Please can you help? I need to send my form in and I’ve got a couple of questions to ask them, if you could supply a working email address or telephone number I would be grateful.

 

many thanks 

 

Edit: I found an old email from Azamara last year with the email address special_needs@azamara.com so I’ve sent it there, that’s the third address the form has gone to now.

Edited April 26, 2019 by DebbieMacG

[uktog]

This is the address we have been using without issue re food intolerances

 

specialistservicesuk@azamaraclubcruises.com

 

 

[DebbieMacG]

15 minutes ago, uktog said:

This is the address we have been using without issue re food intolerances

 

specialistservicesuk@azamaraclubcruises.com

 

 

Thanks

 

That’s the one that I sent to originally and got a reply from celebrity specialist services saying it was wrong and giving me another one. I’ll send it again and see what happens, this is three email addresses I’ve now sent my personal medical information to 😞

 

Good afternoon. 

Thank you for your email, for which if I may can I ask you to resend to the correct Azamara Cruises emails address. 

Specialist Services UK Azamara <azaspecialistservicesuk@azamara.com>

The reason I cannot forward on is due to GDPR legislation that dictates that sensitive information needs to be supplied by the relevant guest. 


Many thanks & Kind regards,

Special Services Department
specialistservicesuk@celebritycruises.com
Tel =44 (0)1932834194
Celebrity Cruises, Building 3, The Heights, Brooklands, Weybridge, Surrey KT13 0NY.
 

Edited April 26, 2019 by DebbieMacG

[uktog]

Weird I had a response from that address fairly recently I am sure - unfortunately I have deleted it now or I would post it here!

Edited April 26, 2019 by uktog

[DebbieMacG]

It’s very odd as that’s the one on the form, but as you can see from the above they told me it was wrong.

 

I’ve just had an automated reply from the email sent to special_needs@azamara.com and it came from special_needs@rccl.com

[DebbieMacG]

Just to report back I’ve now had an answer to the email sent to  special_needs@azamara.com  it’s coming from  special_needs@rccl.com, this was the email I found myself looking back through emails from last year.

 

The email on the form I was sent was replied to by celebrity who gave me another Azamara address and neither I nor they received an answer from that email.

[BBMacLaird]

Hi Debbie, are you saying you’re still waiting for a response from our special needs team?

[BBMacLaird]

Hi Debbie, have you read this page on our website? Hopefully you reach our special needs team soon!

https://www.azamaraclubcruises.com/life-onboard/accessible-cruising

[DebbieMacG]

Hi Bonnie

 

thank you. The special needs team have been in touch now but only after I emailed an old email address I found from last year. The email address on the special needs form I filled in specialistservicesuk@azamaraclubcruises.com was rerouted to celebrity special needs who gave me a different Azamara email address azaspecialistservicesuk@azamara.com which then didn’t work! They even tried it themselves with no reply. 

 

Its concerning that both of these email addresses don’t work and people may be trying to send back forms or ask questions and getting no response, but I’m fine now after finding the special_needs@azamara.com email 

[BBMacLaird]

12 minutes ago, DebbieMacG said:

Hi Bonnie

 

thank you. The special needs team have been in touch now but only after I emailed an old email address I found from last year. The email address on the special needs form I filled in specialistservicesuk@azamaraclubcruises.com was rerouted to celebrity special needs who gave me a different Azamara email address azaspecialistservicesuk@azamara.com which then didn’t work! They even tried it themselves with no reply. 

 

Its concerning that both of these email addresses don’t work and people may be trying to send back forms or ask questions and getting no response, but I’m fine now after finding the special_needs@azamara.com email 

It IS concerning! I’ll share this post with Mr Twynam’s office. I’m wondering if all Special Services have been consolidated, ie we’ no longer using a separate UK address? Will let you know what I hear. 

P.s. I’m glad you’re now in contact!

[DebbieMacG]

Bonnie I’ve just had a response from my email to azaspecialistservicesuk@azamara.com that was sent on the 17th April, so that’s two of the places that have now contacted me, this is the email address that celebrity gave me (in their response to me sending to the the Azamara email address on the form) but neither they or I had got a response from this until today so perhaps your intervention has prompted this? 

 

I’ve worked out that from the three email addresses given

 

special_needs@azamara.com is rerouted to Special services  at RCCL

 

specialistservicesuk@azamaraclubcruises.com is rerouted to special services at celebrity

 

azaspecialistservicesuk@azamara.com is Azamara 

 

Three lots of different people/departments now have my personal medical details.

 

They also gave me a phone number to contact them and I’ve tried but it connects to whiteside county housing in Illinois.😳

 

 

 

 

[BBMacLaird]

2 minutes ago, DebbieMacG said:

Bonnie I’ve just had a response from my email to azaspecialistservicesuk@azamara.com that was sent on the 17th April, so that’s two of the places that have now contacted me, this is the email address that celebrity gave me (in their response to me sending to the the Azamara email address on the form) but neither they or I had got a response from this until today so perhaps your intervention has prompted this? 

 

I’ve worked out that from the three email addresses given

 

special_needs@azamara.com is rerouted to Special services  at RCCL

 

specialistservicesuk@azamaraclubcruises.com is rerouted to special services at celebrity

 

azaspecialistservicesuk@azamara.com is Azamara 

 

Three lots of different people/departments now have my personal medical details.

 

They also gave me a phone number to contact them and I’ve tried but it connects to whiteside county housing in Illinois.😳

 

 

 

 

Oh my...Yes, I shared your prior post and now people on both sides of the pond are working to streamline access to our Special Needs desk, with one email address, not 3.

So while I’m happy you’ve been answered, was the desk unable to assist you so you now need to call? 

 

 

 

[DebbieMacG]

They wanted to discuss things with me personally and asked me to send my number or call them on a number given in the email but the number given connects to whiteside county housing. I’ve emailed them with my number.

 

Thanks for your response but please don’t think that I’m expecting you to be able to help with this, I’m just keeping you updated in my saga!

Edited May 2, 2019 by DebbieMacG

[snowglobe]

Egads! What a convoluted mess!! 

So who is exactly supposed to be helping Azamara guests with special services? 

 

I’ve had a less than satisfactory phone conversation with the specialist services desk at Celebrity on Monday - I’m still awaiting a crucial piece of information, regarding a cruise on the Solstice.

 

Azamara is no better. I’ve run into similar issues as DebbieMacG.

Regarding clearance at the foot of the bed or in the space in front of the cabin door and bathroom for parking a scooter - the answer is always “but you have x square feet in the cabin”. You have groundside employees, that are supposed to know, who still cannot explain the difference in cabin layout, open spaces and clearances, between accessible cabins #4034 & 4035.

 

Because of this, I’m doing my b2b in 2 different cabins. Yes, it’s now my own choice, because I received no assurance that I wouldn’t have to deal with my scooter parked in front of the cabin door or bathroom in #4035. Initially, when I first put a hold on these cruises, it was for #4034, but for some reason, I only noticed this week that I was actually put in 4035. I had one switched back this Wed, but the other was already booked out.

 

This issue of clearances & layout of specific accessible cabins means that I cannot yet send the form in, as I’m now looking at my options for traveling with a smaller travel scooter (but much more expensive!)

 

Not only is streamlining a priority, but groundside employee education should be too.

Edited May 2, 2019 by snowglobe

[excitedofharpenden]

12 hours ago, snowglobe said:

Egads! What a convoluted mess!! 

So who is exactly supposed to be helping Azamara guests with special services? 

 

I’ve had a less than satisfactory phone conversation with the specialist services desk at Celebrity on Monday - I’m still awaiting a crucial piece of information, regarding a cruise on the Solstice.

 

Azamara is no better. I’ve run into similar issues as DebbieMacG.

Regarding clearance at the foot of the bed or in the space in front of the cabin door and bathroom for parking a scooter - the answer is always “but you have x square feet in the cabin”. You have groundside employees, that are supposed to know, who still cannot explain the difference in cabin layout, open spaces and clearances, between accessible cabins #4034 & 4035.

 

Because of this, I’m doing my b2b in 2 different cabins. Yes, it’s now my own choice, because I received no assurance that I wouldn’t have to deal with my scooter parked in front of the cabin door or bathroom in #4035. Initially, when I first put a hold on these cruises, it was for #4034, but for some reason, I only noticed this week that I was actually put in 4035. I had one switched back this Wed, but the other was already booked out.

 

This issue of clearances & layout of specific accessible cabins means that I cannot yet send the form in, as I’m now looking at my options for traveling with a smaller travel scooter (but much more expensive!)

 

Not only is streamlining a priority, but groundside employee education should be too.

Snowglobe, I’ve asked someone on Journey if one of the crew could take a few photos of 4035.  I’ll let you know if I hear back.

 

Phil

[Literary Lynne]

Hi snowglobe

We were in 4034 on Journey a few years ago and I've found some photos on my camera of the room. I'll try to upload them shortly. When you come into the room, straight ahead is the oval coffee table. If that was moved (even out of the room altogether) you would have ample room for a scooter. You still have the dressing table/desk with chair next along that wall, then the armchair, so I'd say there is plenty of room for manouvre. The bathroom is massive too. I'll see if I can upload pics asap.

Lynne

[excitedofharpenden]

I think it’s 4035 that is the issue as it is an odd shape and has less floor space than 4034 with less space at the foot of the bed.  I believe the photo on the Azamara website of an accessible inside cabin is either 4034 or 4028.

 

Phil

[Literary Lynne]

Oh, I see. Not been in 4035, only 4034. When we booked as a guarantee, we were allocated it and as it was an accessible room we were told that if someone else needed it because of accessibility then we would have to move. Maybe the pics of 4034 will be of interest and hope that your friend aboard can take some of 4035.

 

[uktog]

Its great photos are being got for those for whom this is very important - good move Phil getting them from the ship - Bonnie, perhaps the agents should have copies and be able to email them out to any guest enquiring -  could floor plans to scale be drawn?.  They need images of all the variations given that there seems to be quite a difference between two cabins.  Just a suggestion, having had a spell using a chair, it really opens your eyes to these kind of issues. 

Edited May 3, 2019 by uktog

[excitedofharpenden]

1 hour ago, excitedofharpenden said:

Snowglobe, I’ve asked someone on Journey if one of the crew could take a few photos of 4035.  I’ll let you know if I hear back.

 

Phil

They were hoping to get in today as it’s turnaround day, but unfortunately there are back to back guests in the cabin, so there might be a little bit of a wait, but when I get them I’ll post them.

 

Phil

[DebbieMacG]

Thanks Lynne for the photos of 4034 I have that cabin in 3 weeks time, I wonder what it looks like post refurb.

 

Thanks also to Phil for trying to get photos of 4035 it will be useful for future cruises for me to see the layout of this cabin if the others aren’t available.

[DebbieMacG]

Bonnie

 

Just an update, Azamara specialist services rang me today, very nice understanding lady and she apologised for the delay. (I didn’t mention the three email address saga as that’s not her fault) she didn’t have the answer to my questions but will find out for me and let me know which is totally fine.

 

The whiteside housing number she gave me was the one she was told to give to UK guests so she will look into that!

 

Thanks for all your help

[BBMacLaird]

29 minutes ago, DebbieMacG said:

Bonnie

 

Just an update, Azamara specialist services rang me today, very nice understanding lady and she apologised for the delay. (I didn’t mention the three email address saga as that’s not her fault) she didn’t have the answer to my questions but will find out for me and let me know which is totally fine.

 

The whiteside housing number she gave me was the one she was told to give to UK guests so she will look into that!

 

Thanks for all your help

I'm so glad you're getting the attention you deserve DebbieMacG!