emerald6273

57 minutes ago, fruitmachine said:

Luckily, you have landed on your feet.  Azamara had sufficient business at risk with your TA that this was resolved in your favour.  That might not have been the case.

 

Had you booked your cruise, flights & hotels as a single transaction with a UK travel agency, you would have been fully protected.  In the worst case scenario of a cancellation being forced upon you, everything would have been refunded.

I wouldn't describe the outcome as ‘landed on my feet’. Like any Azamara customer I simply wanted to be ‘treated fairly’.

Irrespective of whether I booked through UK or US market, it's the principle of the matter, that when someone books a cruise in good faith, the goal posts shouldn't suddenly move 3 months after they make their reservation. Thank goodness I didn't book a package through a UK travel agency. The US based agency I booked through have done an amazing job for me, and had infrastructure and expertise to deal with the matter expeditiously. 

13 minutes ago, uktog said:

A timely message. I would add though do your research about the genuine leverage the agent you plan to use has. It’s a situation where size certainly can matter and some agents, although efficient, knowledgeable and friendly have very little clout. 
Also check the legal relationship between customers, the agency and the cruise line in the UK (eg who is a credit card payment made to) - it makes a difference if there are issues 

In my scenario think it really helped that the management structure within the large cruise agency I use have well established relationship with Azamara.  Like a lot of things in life it's the inter agency positive  relationships between people that 'get things done'! I certainly learned that in my previous employment.  

I really love the onboard Azamara experience. Staff and service are brilliant. Have enjoyed 5 Azamara cruises to date, and have 5 more planned. My feedback comes from experiencing 7 different cruise lines. After my stressful experience yesterday,  I'm off the opinion that it definitely pays to use a good travel agent/cruise planner where Azamara are concerned. Unfortunately yesterday wasn't an isolated stressful Azamara  ‘administrative’ experience, when my 3 month old reservation suddenly increased in price by 3 times 😳.

Just keep an active eye on your reservation online. I remember my second Azamara reservation suddenly disappeared in 2022, at a time in the early days of Azamara’s new structure. Luckily I noticed, as I actively check my reservations. My US travel agent was straight on the ball, moving really quickly get reservation reinstated. Azamara simply told me there had been a glitch at their end,  and my reservation accidentally deleted. Azamara were so matter of fact about it. It was a full sailing too, so Azamara had to find availability again. Was an anxious 24 hours waiting to hear if they had found a cabin. To add insult Azamara overcharged for the reinstated reservation 🙈. I did get a refund very quickly though for amount overcharged. 

With yesterday’s fiasco I dread to imagine outcome if I had booked direct. US based cruise agency I used were able to fight my corner, achieving a successful outcome in a matter of hours. I'm also cruising in 3 months time from Japan with Azamara ✌️. It's a direct reservation I did on board. I've had lots of issues with OBC disappearing, and amounts changing with regard to that reservation.

Really hope a day comes when  Azamara are on top of their IT issues so we all can avoid these pre cruise stressful issues.

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.  

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.

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.  

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.  

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.

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.

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.  

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.

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.

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

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 received one of the emails pertaining to 5%. If you read small print attached to email it clearly states the 5% is in relation to any outstanding balance owed for cruise. We paid quite big deposits, so won’t receive much OBC in relation to this incentive to pay cruise balance in full. 

I just received this email too, on 19th January. I didn’t book directly with Azamara. See attached screen shot 

 I was unable to access my account as my email address was not recognised, and also when I tried to use forgot password prompt, I got email not recognised message.  The Azamara contact centre advised me to create a new account.  I queried with the advisor, the possibility of this resulting in me ending up with 2 Azamara accounts, but was informed by the advisor not to worry, that my email address would automatically get linked to new account.  Now I have a new account number with no future cruises in it and no loyalty points. I was on board Onward up until this morning, and tried to get assistance from Future Cruises representative on board to sort this issue as my future cruise was booked on board in January.  There was very little the Future Cruises representative could do to assist, but she couldn't understand why I was advised by Azamara to create a new account. She said there seemed to be no record of my original Azamara account number which is concerning as obviously my loyalty points, future cruise and all my previous Celebrity and Azamara cruises are linked to it. What an IT shambles. 

1 hour ago, Marylebone37 said:

Note that there is a new Future Bookings FAQ (left menu bar) once you log in: https://www.azamara.com/account/faqs  Some good information to peruse.

I completed the Future Bookings & Future Cruises Support Form

On 3/18/2023 at 2:48 PM, fisherman7071 said:

It’s a hard life lol. I’ll wake you up when it’s your round 🍺😂

Cruising in 3 days and tried to reset password to access my Azamara account. Got this message ‘There is no account with user name’. So it’s not working for me. 

On 1/13/2023 at 12:37 PM, Grandma Cruising said:

Thanks, information added to the spreadsheet. Can you tell me what your loyalty level is with Azamara? 

We’re Explorer level

Sailing on Onward on 17th January, 10 night Caribbean sailing. Booked an obstructed oceanview on Deck 6. Bid $315 per person to upgrade to balcony. Informed on 11th January that our total bid of $630 had been successful. Allocated a V2 Veranda  on Deck 7 which we’re delighted about.  First ever experience of bidding for an upgrade. 

12 hours ago, Cathygh said:

Hi

I priced up a balcony on Island Princess ( Panama canal Janury 2023) the other day at £2299 and now it's £3213! ( Princess plus was included on both prices)

There is no way I am booking at that price.  That's just pure greed. Very disappointed with Princess

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Definitely a big hike in prices. After having our transatlantic flights cancelled twice, we decided, prior to final payment date, to cancel our Enchanted Princess cruise in November 2022. Cruise cost £2600. Subsequently lost our £436 deposit. Princess wouldn't return it as FCC. Priced same cruise for 2023 and it's £3899. There's no way I'm paying that! 

I don't see any 10 or 11 night caribbean cruises listed for November 2023 departing from Florida.  Only see 7 or 14 night options.  Very different from November 2022 which has 10 night sailings. 

I just clarified accepted Covid testing procedures with Azamara. In relation to a medically supervised Antigen Covid test by skype/video call prior to cruise, this method is not accepted by Azamara. Both customer service agent and supervisor told me that proctored video test unacceptable as swabbing was not physically completed by a medical professional. Azamara deem them to be self tests. Pretty disappointing.