New website.

[islandwoman]

2 minutes ago, jegoodman said:

Now everything is gone.  My final payment is due in less than 30 days.  Reading others horror stories I worry they will charge me way beyond the correct total.  I have booked through a TA and am hoping things will be sorted by then.

I wish my final payment wasn't due for 30 days.  I would cancel the cruise.  As it is, they have way too much of my money already and they're asking for more - that I don't owe.

[cruisingaussies]

On 4/22/2023 at 7:26 PM, Zermatt said:

Good luck cruisingaussies,

If possible, please let us know how everything goes.  Hope you have a fabulous cruise.

Thanks all went well, Swift and easy embarkation and everything correct on board. We had a great cruise and hope you do too!

[uktog]

I thought I would submit the form to highlight 4 missing cruises and 2 cruise again certificates when were there yesterday had gone.  Unfortunately I think the box that the forms go to is full and the form just froze where I pressed submit

[Grandma Cruising]

1 hour ago, Heartfelttraveler said:

When this comes up, try clicking the "Upcoming Cruises" button an second time.

I did this and mine came up.

Same here

 

[cruisinsusin]

1 hour ago, uktog said:

Yes you could not make this up I could see everything until yesterday. 
How would they have email addresses of those who are booked through UK agents for example 

Ditto- Both our upcoming cruises were there yesterday but no loyalty level or points and today its all gone 😣

[john1970]

Since I set up my new account and confirmed I wanted to receive emails I haven't got one!

[UNHBadger]

1 hour ago, JM0115 said:

Creative writing?

Or a figment of the imagination, as I’d did not even get an email, not this one, or any reply to my several email inquiries. Last email I got from Azamara was a generic one on 4 April promising “ We anticipate our website is fully functional by the end of next week.”. That did not age well.

[JM0115]

3 minutes ago, UNHBadger said:

Or a figment of the imagination, as I’d did not even get an email, not this one, or any reply to my several email inquiries. Last email I got from Azamara was a generic one on 4 April promising “ We anticipate our website is fully functional by the end of next week.”. That did not age well.

Feel your pain. In the same boat. Did not receive today’s email but wife did. Have only gotten one reply so far over the past few months. From what I have heard things are great onboard. Hopping that is the case since thus will be our first AZ cruise.

[JaneStarr]

30 minutes ago, Grandma Cruising said:

Same here

 

Unfortunately, this hasn’t worked for me. I do appreciate the suggestion.

[JaneStarr]

2 hours ago, laurieb said:

Dear Azamara Guest,

It’s been two weeks since our last update and I wanted to share what we have been focused on to ensure we get back to serving you pre-cruise the Azamara way. I understand your frustration and appreciate your patience as we have been focused on stabilizing a full commercial system transition.   We are getting your pre-cruise experience back on track, and I assure you that the experience onboard remains as warm and authentic as ever. There have been four primary areas of focus as we integrate our new systems:   The biggest pain point we heard from you was the ability to access your loyalty account on Azamara.com. This access problem was caused by the creation of multiple profiles over the years. By completing the form, we have been able to clear the incorrect profiles and make your loyalty information available for viewing in your Azamara.com account. Another significant problem was access to future bookings in your account. The root cause was bookings that were missing your email address, which is why we added the form for you to complete allowing us to match your bookings to your account. Once in your account some of your shore excursion amounts did not look right or your onboard credits (OBCs) were not visible. As of yesterday, we were able to clear up the shore excursion amounts and your OBCs are now available in your account, ready to apply as you wish. Very importantly, we recognize that our hold times have been extremely long. We started recruiting new Contact Center team members as soon as our hold times challenge began. As of Monday, we have a class that was hired, onboarded, trained, and on the phones. Another class will join mid-May with two more scheduled for early and late June.   On an additional note, for those of you who booked air travel through Azamara the airline tickets are processed thirty days before departure (consistent to historical practices). While we do not anticipate any issues, if your departure date is within thirty days and there is no record of the ticket with the airline, please contact us for resolution.   While we continue to successfully book new reservations, we know that there are a handful of data issues still requiring resolution over the next few weeks. We are confident that these issues are impacting only a small percentage of bookings made in our former reservation system. Please rest assured that your complete reservation details remain intact.   Azamara has always stood by its product and made things right. We are as committed to that spirit as we ever have been. Thank you for your continued patience, understanding, and loyalty. I will share another update in the next couple of weeks.   Sincerely,

I have a cruise booked for this summer and never received this email. It’s also not in junk mail folder.

Signed into my Azamara account. Still showing new/incorrect Circle number and does not show any bookings. The only other option I have on the drop-down menu is “Communications”. I had checked both boxes to allow communications back in March with my email address, but this morning it came up blank. SO very frustrating.  I completed it again.

 

Filling out the support forms has only been a waste of my time. I did get one Support email saying my account was updated, but that wasn’t true.  Don’t know whether to even bother submitting new support forms. I haven’t had any reply from my last ones.

Jane

[fruitmachine]

10 hours ago, Huntingdon1701 said:

They seem to have loaded my cruise backward, so rather than going Lisbon to Barbados, the excursions show it going the other way. Really hard to see how that could get that wrong without actively trying - but fortunately still many months away. Feels like an apalling situation for anyone with a nearer cruise though. 

I think someone noticed that they were alphabetical.  Does that concur with what you're seeing?

[Mackdogmolly]

Everything is exactly the same on my account: loyalty points incorrect (form sent in twice) and OBC incorrect.

[royallondon]

As a lover of the Azamara experience it’s very sad to see this thread unfold the way it has.  With just 4 ships and a relatively small customer base to migrate, I can’t imagine a worse outcome for this project.

 

For those with cruises departing shortly with no flight info, incorrect outstanding financial issues etc, you have my sincere sympathy and I hope it all works it (which it will).  Phone wait times of the reported 3+ hours to resolve these urgent issues is wholly unacceptable and just adds to the frustration, anxiety and discontent.  No apology from the President was unwise.

 

The only thing I can be confident about right now, is the warm and friendly welcome that will be awaiting you on boarding your ship.  The staff from top to bottom are the most engaging we have ever experienced.

 

Best wishes to all impacted.

 

 

 

[Skmurphey]

They really shouldn’t send an email stating things are fixed when they aren’t. It just makes their ineptitude that much more annoying.

[takemewithyou]

15 minutes ago, Skmurphey said:

They really shouldn’t send an email stating things are fixed when they aren’t. It just makes their ineptitude that much more annoying.

Why in the world would the President of Azamara write this email and send it out?!

 

I immediately logged in to find my OBC still does not show on my reservation and I have been patiently waiting……my cruise is 40 + days out.

I don’t want to stand at guest relations with receipts from all my booked excursions to prove that I still have OBC left to be used onboard.!   I don’t want the aggravation of wasting valuable vacation time in a line, but I fear that’s what will happen!

Why send this email out when it’s clearly incorrect and misleading?  I am very disappointed in this.

[Huntingdon1701]

1 hour ago, fruitmachine said:

I think someone noticed that they were alphabetical.  Does that concur with what you're seeing?

 

Hard to tell, since there are no Barbados options listed any more. Lisbon excursions do appear before Madeira, but that's also chronological - it's that all the Lisbon ones, and the Land programmes, are for disembarkation there, rather than Barbados. ie the transfers take you from port to airport, when you'll be needing the opposite. 

Can someone tell me where on board credit should be showing on the booked cruise pages? I can't spot it, but it might just be located somewhere less obvious than I expect. Or the email from the President might have been wrong about it being fixed.

Edited April 28, 2023 by Huntingdon1701

[G2G]

8 minutes ago, Huntingdon1701 said:

 

Hard to tell, since there are no Barbados options listed any more. Lisbon excursions do appear before Madeira, but that's also chronological - it's that all the Lisbon ones, and the Land programmes, are for disembarkation there, rather than Barbados. ie the transfers take you from port to airport, when you'll be needing the opposite. 

Can someone tell me where on board credit should be showing on the booked cruise pages? I can't spot it, but it might just be located somewhere less obvious than I expect. Or the email from the President might have been wrong about it being fixed.

Her email is wrong 

[JYDCruise]

For those whose reservations don't show, refresh the browser window and see if that works. My upcoming trip appeared after I did so.

 

However, while the website at least now correctly shows that we paid in full (though the payment date is off, likely showing when it was corrected rather than the actual payment date), it STILL doesn't let me book excursions/packages/etc. I simply don't get the pencil icons after clicking on "Manage Your Reservation", though I can see the categories listed. Any suggestions?

 

As for the letter, though far, far overdue (what has their PR team been doing all this time??), it was well written. I can sort of understand why it doesn't include any admission of guilt (well, mindbogglingly gross incompetence) just to avoid anything that could be construed as legal liability. What she says, though, is more wishing-upon-a-star than anything resembling reality.

[Fair Play]

1 hour ago, JYDCruise said:

For those whose reservations don't show, refresh the browser window and see if that works. My upcoming trip appeared after I did so.

Front Page logged in -------Absolutely Zero Upcoming Cruises, no booking at all. Refresh doesn't work.

Backdoor access thru Seaware web page and typed in Reservation #, name and date shows my basic booking, still full OBC amount incorrect. Some Data is there, just not linked to query from Front Page login.

Clearly my proper email address is visible so blows Corp email reasoning out of water. 

1 more step for them to go. If I could do it for them, I would!

My final pymnt is due in 2 weeks and I am truly on the fence right now.

 

[jjikids]

Got the email from the Azamara president this morning. Just now got an answer to our fourth request for them to fix the issues with our account. First page account shows paid in full. Second page shows we still owe almost $700. We are paid in full. OBC is wrong but not worried about that as long as they don’t cancel the excursions we booked with them.
First Azamara cruise so not amazed by Azamara so far.

The email just now says they appreciate our patience and hope to have it resolved by the end of May. Guess nobody told Carol. 

[islandwoman]

4 hours ago, royallondon said:

As a lover of the Azamara experience ....

The only thing I can be confident about right now, is the warm and friendly welcome that will be awaiting you on boarding your ship.  The staff from top to bottom are the most engaging we have ever experienced.

 

Is your opinion based on your experience with Azamara before or after Azamara was bought by a private equity firm? 

[takemewithyou]

7 minutes ago, islandwoman said:

Is your opinion based on your experience with Azamara before or after Azamara was bought by a private equity firm? 

not @royallondon, but we have had two cruises since Sycamore Partners acquired Azamara. The experience was fine.  The crew was warm and welcoming on two different ships.  I hope that when we board again in 40 or so days, that everything will be ok, considering all the web site problems of late.  hopefully we will receive the loyalty perks we are entitled to and the OBC we still have available to us that the website fails to show, but this is annoying and my patience is wearing thin when the President of Azamara sends out an email today that is woefully inaccurate!   that tips me a bit over the edge! 

[nonrev1]

I am very disappointed.  I loved our Japan cruise the first week April and yes, the Azamara onboard team is the best.  But, yes, there were issues and like other posters have said, we did not book a luxury vacation to stand in line or have to meet daily to see if things were sorted out.  We did it on that cruise but I am not willing to do it again. I think the email today was what tipped the scales for me.   I did try calling again today and pressed 1 to hold my place in line.  It has been 9 hours…..since I did not get a call back from 8 days ago, I am pretty sure I won’t get a call back with this attempt. This really has tarnished our thoughts of Azamara so we will probably start looking at Viking in the future.  

[jjikids]

And another email from Carol to clarify her other email. Azamara has become a joke to us. We can only hope the onboard experience will be better. At least she admits you can’t use the OBC to book excursions now on the website. You have to call. That is another joke.
 

 

 

 

 

 

[takemewithyou]

4 minutes ago, jjikids said:

And another email from Carol to clarify her other email. Azamara has become a joke to us. We can only hope the onboard experience will be better. At least she admits you can’t use the OBC to book excursions now on the website. You have to call. That is another joke.
 

 

 

 

 

 

Just checked.  You are right….another email!  Unbelievable.!  And the OBC part is clear as mud!