I’m in shock!

[emerald6273]

Feeling very stressed. I booked an Azamara cruise in October 2023 for September 2024, via a well known large US cruise agency. I paid a $1100 deposit. Received the 5% Azamara offer incentive to pay balance in full. I contacted cruise agent to make final payment. Now Azamara are saying there was a price glitch, are refusing to honour price on my invoice. They want $7k more or have offered full refund of my deposit. I’ve paid non refundable flights, hotels, airport parking etc for my trip. Dog sitter deposit paid etc. I’m absolutely gutted. I was so looking forward to my trip. How can Azamara do this to a customer who has already sailed with them 5 times?

[takemewithyou]

1 hour ago, emerald6273 said:

Feeling very stressed. I booked an Azamara cruise in October 2023 for September 2024, via a well known large US cruise agency. I paid a $1100 deposit. Received the 5% Azamara offer incentive to pay balance in full. I contacted cruise agent to make final payment. Now Azamara are saying there was a price glitch, are refusing to honour price on my invoice. They want $7k more or have offered full refund of my deposit. I’ve paid non refundable flights, hotels, airport parking etc for my trip. Dog sitter deposit paid etc. I’m absolutely gutted. I was so looking forward to my trip. How can Azamara do this to a customer who has already sailed with them 5 times?

I would think your travel agent needs to work through this with Azamara and go to bat for you.  Your travel agent can go above the head of person on the phone to a Manager at Azamara.

[blag]

Do you have any form of written confirmation from Azamara (i.e. not from the TA) which includes details of the pricing?

If so, then you probably have an enforceable contract against Azamara. If not then your right of action is against the TA.

Either way, if you have insurance, you should lodge a claim without delay.

As an aside, does the new price seem more realistic than the original?

[emerald6273]

2 hours ago, emerald6273 said:

Feeling very stressed. I booked an Azamara cruise in October 2023 for September 2024, via a well known large US cruise agency. I paid a $1100 deposit. Received the 5% Azamara offer incentive to pay balance in full. I contacted cruise agent to make final payment. Now Azamara are saying there was a price glitch, are refusing to honour price on my invoice. They want $7k more or have offered full refund of my deposit. I’ve paid non refundable flights, hotels, airport parking etc for my trip. Dog sitter deposit paid etc. I’m absolutely gutted. I was so looking forward to my trip. How can Azamara do this to a customer who has already sailed with them 5 times?

Correction, paid 2200 USD deposit

[emerald6273]

1 hour ago, blag said:

Do you have any form of written confirmation from Azamara (i.e. not from the TA) which includes details of the pricing?

If so, then you probably have an enforceable contract against Azamara. If not then your right of action is against the TA.

Either way, if you have insurance, you should lodge a claim without delay.

As an aside, does the new price seem more realistic than the original?

 

I live in the UK and the cruise agency is based in US.  The only invoice I received was from the large cruise agency. I checked on my Azamara account and unable to see any invoice pertaining to the reservation.  Can only see the reservation details.  I have booked with the same large us cruise specialist agency several times before, and never encountered any issues. My travel insurance doesn't cover this scenario.  The non refundable flights are with 2 different airlines as the cruise was departing and ending in 2 different countries.

Edited January 22 by emerald6273

[crzrr]

I would demand that your travel agency send you the Azamara invoice.  I always receive the AZ invoice from my TA.  That is the only way that you will actually know for sure what price you booked with AZ.  If the AZ invoice does not match the one from your TA, then it's the TA's fault.  If it does match the one from your TA, then it's Azamara's fault.  I feel for what you are going through but you need to have all of the information before making accusations.  Did you book a suite and that is why your deposit is $2200?  

[emerald6273]

7 minutes ago, crzrr said:

I would demand that your travel agency send you the Azamara invoice.  I always receive the AZ invoice from my TA.  That is the only way that you will actually know for sure what price you booked with AZ.  If the AZ invoice does not match the one from your TA, then it's the TA's fault.  If it does match the one from your TA, then it's Azamara's fault.  I feel for what you are going through but you need to have all of the information before making accusations.  Did you book a suite and that is why your deposit is $2200?  

Yes, booked a suite.  I have used this large agency several times before and they always just issue their own invoice.  I've honestly had no issues with them previously. The agent seemed surprised when he learned of the error today when he telephoned Azamara.

[blag]

33 minutes ago, emerald6273 said:

I live in the UK and the cruise agency is based in US.  The only invoice I received was from the large cruise agency. I checked on my Azamara account and unable to see any invoice pertaining to the reservation.  Can only see the reservation details.  I have booked with the same large us cruise specialist agency several times before, and never encountered any issues. My travel insurance doesn't cover this scenario.  The non refundable flights are with 2 different airlines as the cruise was departing and ending in 2 different countries.

From what you have stated it seems to me that it may not be Azamara's fault.

In the absence of any invoices, statements or other confirmation from Azamara of the price, it looks very much as if the culprit is the TA, irrespective of your past history with them.

You state that you have taken a suite and have cruised several times previously, and it is probably a fair assumption that you have an idea of what price one might pay for a suite on that cruise? Therefore, was the original price suspiciously low, and is the price now being asked more in line with what one would expect?

Having been in a similar situation (albeit for different reasons) - twice - on both occasions I have been able to re-structure things to ameliorate losses. Unfortunately, though, neither of the alternatives were as good as the original.

Hotels will often allow flexibility, airlines will often (even on non-refundable) allow you to change flights, and so on. It's a pain, to say the least, but if the TA won't accept liability, and you are not covered by insurance, your choices are:

to lose all the non-refundables;

to structure an alternative which salvages something; 

resort to litigation (against a US TA 🤦🤦)

or to pay the extra.

[Mrs.Dukes]

30 minutes ago, emerald6273 said:

Yes, booked a suite.  I have used this large agency several times before and they always just issue their own invoice.  I've honestly had no issues with them previously. The agent seemed surprised when he learned of the error today when he telephoned Azamara.

I understand your frustration. However, just because you never had a problem with this agency in the past, doesn’t mean that you couldn’t have a problem with them now. Mistakes happen unfortunately. You need to deal with the agency to straighten things out, and get to the bottom of the discrepancy, and find out exactly where the error was made.

[emerald6273]

18 minutes ago, blag said:

From what you have stated it seems to me that it may not be Azamara's fault.

In the absence of any invoices, statements or other confirmation from Azamara of the price, it looks very much as if the culprit is the TA, irrespective of your past history with them.

You state that you have taken a suite and have cruised several times previously, and it is probably a fair assumption that you have an idea of what price one might pay for a suite on that cruise? Therefore, was the original price suspiciously low, and is the price now being asked more in line with what one would expect?

Having been in a similar situation (albeit for different reasons) - twice - on both occasions I have been able to re-structure things to ameliorate losses. Unfortunately, though, neither of the alternatives were as good as the original.

Hotels will often allow flexibility, airlines will often (even on non-refundable) allow you to change flights, and so on. It's a pain, to say the least, but if the TA won't accept liability, and you are not covered by insurance, your choices are:

to lose all the non-refundables;

to structure an alternative which salvages something; 

resort to litigation (against a US TA 🤦🤦)

or to pay the extra.

The TA is adamant that the fault lies with Azamara.  It definitely wasn't a bargain basement price I was paying or anything.  A reasonable fare for a suite. This is why I am so shocked.  I have asked a manager at the cruise agency for the original Azamara invoice they received.  I would have expected Azamara to have at least tried to salvage something in offering to accommodate me in a different stateroom category, especially taking into account my non refundable flight situation,  with 2 different airlines, in and out of 2 different countries.  This cruise was also to celebrate a wedding anniversary after what has been a particularly difficult year with bereavement etc.  

[ECCruise]

There really is nothing to discuss until you see the Azamara invoice when it is forwarded to you by the TA.  As @crzrr said, "If the AZ invoice does not match the one from your TA, then it's the TA's fault.  If it does match the one from your TA, then it's Azamara's fault".

[emerald6273]

Just now, ECCruise said:

There really is nothing to discuss until you see the Azamara invoice when it is forwarded to you by the TA.  As @crzrr said, "If the AZ invoice does not match the one from your TA, then it's the TA's fault.  If it does match the one from your TA, then it's Azamara's fault".

No matter whose fault it is, I as the customer simply wants to enjoy the cruise I booked in good faith.

[ECCruise]

1 minute ago, emerald6273 said:

No matter whose fault it is, I as the customer simply wants to enjoy the cruise I booked in good faith.

I totally understand.  We had a very similar situation with Azamara about a year ago. It took several weeks to get it ironed out but not until all the facts were clear, which doesn't seem to be the case yet in your scenario, with the TA saying it is Azamara's fault and they saying the reverse. 

 

Unless you are able to get to the bottom of the origination of the mistake, you are not going to get satisfaction. 

[emerald6273]

46 minutes ago, ECCruise said:

There really is nothing to discuss until you see the Azamara invoice when it is forwarded to you by the TA.  As @crzrr said, "If the AZ invoice does not match the one from your TA, then it's the TA's fault.  If it does match the one from your TA, then it's Azamara's fault".

No matter whose fault it is, I as the customer simply wants to enjoy the cruise I booked in good faith.

[emerald6273]

The cruise TA is not at fault. I now have the original Azamara invoice issued at the time of the reservation (Azamara booking confirmation guest copy) and the price matches the cruise agency's invoice.  

Edited January 22 by emerald6273

[ECCruise]

13 minutes ago, emerald6273 said:

No matter whose fault it is, I as the customer simply wants to enjoy the cruise I booked in good faith.

And now you know where the fault lies, and you can proceed.  You and the TA need to put the heat on Azamara to get them to live up to the promise they made with their invoice. 

[emerald6273]

1 hour ago, blag said:

From what you have stated it seems to me that it may not be Azamara's fault.

In the absence of any invoices, statements or other confirmation from Azamara of the price, it looks very much as if the culprit is the TA, irrespective of your past history with them.

You state that you have taken a suite and have cruised several times previously, and it is probably a fair assumption that you have an idea of what price one might pay for a suite on that cruise? Therefore, was the original price suspiciously low, and is the price now being asked more in line with what one would expect?

Having been in a similar situation (albeit for different reasons) - twice - on both occasions I have been able to re-structure things to ameliorate losses. Unfortunately, though, neither of the alternatives were as good as the original.

Hotels will often allow flexibility, airlines will often (even on non-refundable) allow you to change flights, and so on. It's a pain, to say the least, but if the TA won't accept liability, and you are not covered by insurance, your choices are:

to lose all the non-refundables;

to structure an alternative which salvages something; 

resort to litigation (against a US TA 🤦🤦)

or to pay the extra.

It is definitely not the TA's fault.  Have original Azamara invoice now.  

[emerald6273]

Great news. It's 11.45pm in the UK, and management from the US based cruise agency have just updated me. They've worked really hard for hours to get a resolution. I'm relieved and happy to report that Azamara have now agreed to honour the original fare price as detailed on both the Azamara invoice and travel agent's invoice.

[ECCruise]

12 minutes ago, emerald6273 said:

Great news. It's 11.45pm in the UK, and management from the US based cruise agency have just updated me. They've worked really hard for hours to get a resolution. I'm relieved and happy to report that Azamara have now agreed to honour the original fare price as detailed on both the Azamara invoice and travel agent's invoice.

There you go.  The right outcome!

[emerald6273]

2 hours ago, ECCruise said:

There really is nothing to discuss until you see the Azamara invoice when it is forwarded to you by the TA.  As @crzrr said, "If the AZ invoice does not match the one from your TA, then it's the TA's fault.  If it does match the one from your TA, then it's Azamara's fault".

 

8 minutes ago, ECCruise said:

There you go.  The right outcome!

Think it really helped that the cruise agency management has well established relationships with  Azamara.  

[uktog]

Excellent news but it should never have come to that. Whether you work through a large agency, a kitchen table agent or book direct as soon as a mistake by the cruise line is identified the correction should not be at the guests expense and should be immediate. No trying to get the customer to cover the costs. 
 

As my old boss said “it’s not what we do in the good times that counts it’s how we handle the bad that sets us apart”

[Grandma Cruising]

Glad to hear it’s all sorted - enjoy your cruise!

[Werangels]

I had the same thing happen on our last cruise.  The TA stood firm, had recorded telephone conversations, etc with Azamara where they had checked and rechecked the price so Azamara had to back down and accept it.  I think it helped that the TA is one of their biggest clients and my personal agent is very, very experienced.

 

Glad you got it sorted. 

[excitedofharpenden]

Good for you!  An example of why these boards are so very useful. You have had some great advice on this thread and ultimately it was sorted out satisfactorily. I wonder. Was the word of the price increase coming from the UK customer service area for Azamara?  I've found them to be, to be frank, totally incompetent on the few times I've spoken to them. 

 

Phil 

[uktog]

I am going to have to call them again. The agent on yesterday’s call screwed it up!  As well I checked or our transfers would have been from the wrong airport to join the pre cruise tour. 
That’s the kind of stupid carelessness they need to stamp out