Disappearing OBC

[luv2travel90266]

The back office is still not up to expected standards. I attempted to use my OBC to begin booking excursions. The 5% discount for full prepayment made in January for a September cruise was never credited to my account. Now on my 4th call with my travel agent who has told me that Azamara has said they would get back to her Tuesday. Azamara told my travel agent it would be resolved yesterday. Unbelievable but true!  Keep good records as they aren't. 

[kent4489]

My OBC suddenly changed a couple of days ago. $400. (Of my original $700.) went missing. However, my early payment OBC is still there. 

[Grandma Cruising]

1 hour ago, kent4489 said:

My OBC suddenly changed a couple of days ago. $400. (Of my original $700.) went missing. However, my early payment OBC is still there. 

Good idea to take a screen shot of your account.

[kent4489]

1 hour ago, Grandma Cruising said:

Good idea to take a screen shot of your account.

My booking confirmation shows the OBC.

But, miraculously, the OBC is now showing correct again after 2 days of being gone. 🙄

[BuddyR]

I just checked my account and have lost $323.26 of OBC since yesterday…an odd amount!  What is with their website??

[luv2travel90266]

In my case it wasn't the website. Azamara never applied the credit for early payment. Travel gent has great notes of the transaction. Azamara thinks I paid them 6 months early out of the goodness of my heart. 🤣

[uktog]

I think there’s a problem with OBC just now. When we got onboard we only had half our OBC. The system claimed we had spent the other half when we had not. Guest Relations were very good, didn’t need any of our invoice papers though we’d taken the precaution of bringing them. All was solved very quickly after reference to shoreside 

[luv2travel90266]

I'm trying to be patient but my travel agent should not have to be doing this extra work because of errors by Azamara. As has been said already by others Azamara was sold during the 1st quarter , 2001. For those thinking of their next cruise booking there are other cruise lines to consider.

 

I am in a customer service business. It is much less expensive to keep a customer than find a new one. My success has been based on the loyalty of clients pleased with my services. Azamara's brand is being damaged by the lack of attention to their customers. Sycamore Partners are going to lose if they don't correct the issues with Azamara's back office. 

[Host Jazzbeau]

2001?

[luv2travel90266]

1 hour ago, Host Jazzbeau said:

2001?

Typo! 2021 was the sale, 3 years ago, RCL to Sycamore Partners. Sycamore has some great brands and are not noted to run their companies into the ground. 

[BuddyR]

Is anyone besides me experiencing fluctuating OBC amounts since adding the 10% Full Payment Benefit?  My total has been randomly  changing, up and down, since adding the new OBC benefit.  The “add-on” just says 10% without an actual amount, but the total keeps changing.

[laurieb]

On 4/5/2024 at 9:58 AM, luv2travel90266 said:

The back office is still not up to expected standards. I attempted to use my OBC to begin booking excursions. The 5% discount for full prepayment made in January for a September cruise was never credited to my account. Now on my 4th call with my travel agent who has told me that Azamara has said they would get back to her Tuesday. Azamara told my travel agent it would be resolved yesterday. Unbelievable but true!  Keep good records as they aren't. 

Your TA needs to get their BDM involved.

we just did the Pay in full and it was immediately available to use.  I suspect the Azamara agent didn't apply the discount before taking payment.  Should be an easy fix, really.  Azamara has record of every phone interaction, so the conversation between your TA and Azamara shouldn't be hard to look up.

Edited April 10 by laurieb

[luv2travel90266]

Per my travel agent Azamara acknowledges their mistake on not applying the paid in full discount but now they have added a balance due to a completely paid off cruise. My TA continues to make calls with AZA moving the file to a different department. My opinion of the AZA back office is not repeatable to the audience of this roll call.

[kent4489]

Again this morning, my OBC was incorrect and now this afternoon, it is still incorrect but an even different amount. 

[luv2travel90266]

Spin the wheel and perhaps we can win tomorrow?

[Toronto Guy]

20 hours ago, BuddyR said:

Is anyone besides me experiencing fluctuating OBC amounts since adding the 10% Full Payment Benefit?  My total has been randomly  changing, up and down, since adding the new OBC benefit.  The “add-on” just says 10% without an actual amount, but the total keeps changing.

Yes same here.  Mine disappeared this week after it was showing on the website following final payment on Saturday.  A two hour phone call with a poorly trained CSR on Tuesday was infuriating.  They are no better at this than they were a year ago.  It is finally showing again but I'm sure it will disappear again and than all the hassle onboard trying to get it fixed for the 800th time I'm sure.

[Toronto Guy]

6 minutes ago, Toronto Guy said:

Yes same here.  Mine disappeared this week after it was showing on the website following final payment on Saturday.  A two hour phone call with a poorly trained CSR on Tuesday was infuriating.  They are no better at this than they were a year ago.  It is finally showing again but I'm sure it will disappear again and than all the hassle onboard trying to get it fixed for the 800th time I'm sure.

Yep I was right!.  Logged in to webisite just now and $420US in OBC has just disappeared again.  This company is absolutely incompetent.

[Grandma Cruising]

7 hours ago, Toronto Guy said:

Yep I was right!.  Logged in to webisite just now and $420US in OBC has just disappeared again.  This company is absolutely incompetent.

So make sure you take a screenshot when it’s there!

[tgg]

On 4/10/2024 at 12:11 PM, luv2travel90266 said:

Per my travel agent Azamara acknowledges their mistake on not applying the paid in full discount but now they have added a balance due to a completely paid off cruise. My TA continues to make calls with AZA moving the file to a different department. My opinion of the AZA back office is not repeatable to the audience of this roll call.

 

Your opinion of the Azamara back office is heard loud and clear by most members of this board, who second it. 

[Toronto Guy]

5 hours ago, Grandma Cruising said:

So make sure you take a screenshot when it’s there!

Oh I have.  They can't explain it.  They claim everything is fine on my rez and in good order....but apparently it's my job to send them screen shots to prove what I"m seeing.  Not going to happen until I start receiving a paycheque from Azamara.  Reminds me how they always make me send them a copy of the invoice they have previously sent me to figure out what I'm entitled to.  Huh?  They don't even keep records of our invoices.  Made me do the same 3 times last year during that fiasco.  It's just nuts.  If the onboard product wasn't so good I would just ditch this cruise line entirely.

[MicCanberra]

I am disappointed too with OBC that disappears, we cancelled our cruise and lost the lot.

[Grandma Cruising]

5 hours ago, MicCanberra said:

I am disappointed too with OBC that disappears, we cancelled our cruise and lost the lot.

That’s normal practice!

[MicCanberra]

6 hours ago, Grandma Cruising said:

That’s normal practice!

Yes, but it is still disappointing.

[KirkNC]

All my future cruises have disappeared….

[Host Jazzbeau]

3 hours ago, KirkNC said:

All my future cruises have disappeared….

Don't panic until Monday.  Friday night is IT's time to do backups, upgrades, etc.  Give them the weekend to get the website back to normal.