Some UK agents are very very reluctant to work with Azamara these days. They’re confused by all the changes, don’t for whatever reason seem well versed/ trained in it and still are frustrated by longer wait times for call answering and inaccurate/inconsistent responses.
All this leads to the agents actively dissuading you to book Azamara and extreme reticence in accepting any requests to book. So it’s easier to go direct. However, I do agree having them handling the pain, if indeed they do step up when there are issues, can be a good move.