kent4489

I always received e-mails before the IT debacle, but then no more. In the past year, I have sent at least 50 requests to receive emails, still none. My TA requested, still none. Finally, yesterday, I called and spoke to someone. She escalated my issue and was told that my e-mail address had been abandoned. It hasn't been...I've used that email address every day for almost 30 years! So, the agent sent me a test email and it came right through. After an hour on the phone, they determined that they had it fixed. Lo and behold, I received the "big news" email this morning. Finally, it appears to be fixed. Yea!

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

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

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

Hello all, I haven’t posted I quite a while. (Mostly due to the fact that my husband had open heart surgery 13 days ago.) I was so frustrated that we could not get our accounts updated after numerous requests since May. Finally, this evening, I received an email that our accounts have been updated… and sure enough, upon checking, they are correct! Finally! Feeling bittersweet as we should be on board Onward right now. Had to cancel B2B, but the good news is that my husband is home and recovering well.

Our TA said 7-14 business day. The refund was posted to our credit card the very next day! (I had been checking my c/c account on the 22nd and 23rd and the credit did not show pending, but suddenly today it appeared as posted, not pending with the posting date of Aug. 22.) We were in 50% penalty phase and they refunded the 50% plus port taxes. Now, I will turn the remaining part into the travel insurance.

I posted too soon… Cruise was cancelled on Aug. 21. Just checked my credit card and see that the Azamara refund was posted to my account on Aug. 22!

I'll let you know!

We had to cancel on Monday this week (Aug. 21). This was in the confirmation e-mail from our TA, later on Monday... "The refund amount of $xxxx.xx will take anywhere from 7-14 Business Days to appear on your credit card." If true, we should see the credit no later than Sep. 8. We'll see.

It is not a one size fits all….many people have no problems with the “new” Azamara website. Many people do. Seriously. In the meantime, we had very bad health news today and it looks like we are going to have to cancel. I hope I can do it direct with Azamara and then deal with our insurance as I have absolutely no interest (or energy) to ever speak to our TA.

We were on Onward trans Atlantic last Nov., Lisbon to Miami. We loved it. Bad weather and we had to head south and missed Bermuda. Had a day in Nassau, we stayed on board. In March, this year, we sailed Onward, Miami to Gran Canaria. We did make our stop in Bermuda. Again, we loved it. We are booked again this Nov. for the Lisbon to Ft. Lauderdale and also the cruise before. I hope you enjoy it as much as we do. Your pre cruise sounds great.

We have several Azamara cruises, but only one on Celebrity (Celebrity Flora-Galapagos). I also did not keep close track, but since this mess, I did log into Celebrity and it had all of our cruises listed except for the last 2 Azamara in March. At least I was able to compile a list to send to Azamara (numerous times now) so they could update our points and status. Still not done and they are not seeing our correct status in their system. I have supplied them with all the info. How long would it take to follow up and sort it out? We are only missing the 2 cruises in March. Seems it would be easier to fix it than to keep sending e-mails to me that they are seeing our status as Explorer, then asking me if this is correct! Each time, I tell them no, it is not correct and attach the list of our past cruises.

Update on my booking saga… I won’t go into too many details since I have made several posts here regarding the ordeal. Last week, I received a few random emails from support@azamara. Replies to “forms” I had sent several weeks/months earlier. Totally confusing info. They didn’t seem to have a clue as to what was going on. Finally, got an email that made sense and I was told that they sent my booking invoice to my TA (until then, I had never received one). I sent a reply, requesting they send the invoice to me direct as I am no longer in contact with my TA. Lo and behold, today, they sent it to me. Along with a screen shot of our OBC (which they acknowledged was $100 short). I don’t really expect them to get it corrected, but at least it was acknowledged. I still don’t understand how they got the pricing, but close enough to what I thought it should be, actually a little less. We made final payment a month ago so I’m hoping they can’t change the pricing now. Over 5 months now since our statuses went from Explorer to Discoverer and the info is still incorrect. Hope that gets corrected before we sail. I know everyone says don’t worry, they have the correct info on board, but I think we’re in a bubble time warp when the migration began and Azamara is still seeing us as Explorer, although I have sent every date, ship, number of nights that we’ve sailed. They still can’t get this fixed. But,I guess we’re making progress. Still, shouldn’t have had this much aggravation.

So, this is what happened for us. In March, we were on a B2B. After the first leg, we (should have) moved to Discover and been eligible for 4 free nights plus our 6% for booking on board (plus $300 OBC). So, on the 2nd leg, we booked a cruise (right when the ongoing migration began). The Loyalty person who booked, sent a message to Miami, had our 4 free nights applied, but wasn’t able to apply the Discoverer discount. She told us it would be corrected within 10 days…. That still hasn’t happened… we still show as Explorer. Somewhere along the way, the price changed a little, but it was because of some promotion applied sometime in May. Long story, after 5 months, our points and status are still incorrect, but someone at Azamara told me that our 4 free nights were not applied, nor do we show as having any since our points/status is still wrong. In the meantime, we had to make final payment although I don’t know how they arrived at the price (about what I was expecting, but OBC is still incorrect). It’s just been a total disaster as far as I’m concerned. On a positive note, if they EVER get this mess sorted, I guess we’ll have 4 nights, so maybe we’ll find a good way to use them. If not, oh well. As much as we enjoy our Azamara cruises (we have 23 nights coming up), I sure will not even think of booking anything until they get their act together.

Just when you think it can’t get worse…. Today, I received 2 emails from support@azamara.com. In reply to a “ticket” from July 5. ********************** The first email simply read, “I can see that your club level is EXPLORER, please let me know if that is correct.” Apparently, they do not see correct information on their end, which so many people here have said they do. (At least not in our case.) I have sent at least 6 requests to correct both of our Loyalty points/status. I went to the trouble to look up all our past cruises, listed dates and all pertinent information. No, still not correct! In the meantime, we did not receive the Discoverer discount we were due when we booked on board in March. I gave up on that, but seriously, it is time to get this stuff corrected. ************ The second email read, “Please accept our sincere apologies for the inconvenience. Due to our recent systems migration, currently under review, we have teams working round the clock to amend bookings and account information as quickly as possible. We understand this is very concerning for you, but please rest assured , we are systematically addressing all reported issues and aspire to have them all resolved as soon as possible. I would like to thank you for your patience during this time whilst we endeavour to rectify all issues associated with your booking. I can confirm you have $xxxx OBC total for reservation no.1xxxxxx and $xxx for 4xxxxx, however I can also see the latter has been cancelled, is this correct? In terms of your points and status, I have contacted our loyalty team who will assess this and get back to me, again apologies for the delay we are currently experiencing a high volume of backlog.” * At this point, it has become ridiculous. It is no longer a recent system migration…. almost 5 months and getting worse. I had to make final payment in early July. Just before that, they lumped my 2 bookings into one, yet they write me today and say the one is cancelled….do they not even look at a reservation before sending an email? The OBC that is listed in the email is incorrect and different than what is now on our one combined booking. The new amount is also incorrect, but only $100 short and at this point, just not worth the argument. On July 26, Azamara sent me my eticket booking document…. Whoever sent this mornings email can not see this? Showing both cruises under one booking number and a different OBC than was listed in the email? The eticket title only shows the date of the initial cruise and number of days, but further back, does show the entire itinerary for the B2B. And yes, I have a TA. I begged her before final payment to get this corrected, but she basically refused and forced me to make final payment. No way will I ever contact her again, so I’ll just hope for the best when we board. I did take a screen shot on the website that shows my booking is paid in full. I do not have a final invoice showing this. My TA will not send one and Azamara will not send one. I’m really happy that so many of you had no issues, but seriously, I do and it makes it very stressful.

From a friend 3 days ago... 430 on Onward.

So, I am in the US. But yesterday, in reply to one of my inquiries, I received a reply to contact reservations. They gave me a number to the UK call center. I give up. I paid final payment on a B2B (wrong amount) and the OBC is still incorrect. But, screw it. I’m just going to enjoy the cruise. Not sure I’ll ever book again, but will have a great time on the cruise. (This from someone who booked 63 nights in a CC suite this past year, but not worth it to Azamara to get things sorted out.)

We booked in March and somehow, they were able to give us our 4 free nights since we reached Discoverer the cruise before on a B2 B. (They weren’t able to price it correctly, but told me our points would be updated within 48 hours…we’re still waiting). Then the IT debacle happened and we are still Explorer, but somehow it was repriced at slightly less than using the 4 free nights. Since March, our status is still Explorer, so I’m thinking that once (if ever), our status is corrected, we will have the 4 nights still available. Yes, I already figured out it is best to use them on a shorter cruise. We’re looking at a 9 night in March. We’ll see. Starting tomorrow, I am sending a daily email asking for our points/status to be updated. I know some people don’t care, but after 4 1/2 months, it is time to get it corrected. (Please don’t bash me….)

I am not to that point yet, but this mess has gone on too long. In one day, between my (useless) TA and Azamara, I was quoted 3 different amounts of OBC. Just yesterday, Azamara (finally) sent me paperwork showing actual $ amount of OBC. Of course, it is incorrect. Only short by $100 so at this point I am through arguing. At least I now have paperwork to take with me.

Hmmm…. Pretty sure this is directed to me. Some people need to understand that some people have had issues, yes real ones, to this mess. No, I was not being ridiculous…..😠

Yes, of course you are correct. But, this experience (and one in 2010 with a TA) has soured me. My husband absolutely would not let me use a TA again. Personally, I would love to deal direct with Azamara and get this corrected, which I feel I would have been able to do.

At this point, my husband and I have decided to wash our hands of her. This whole situation has been stressful and I've lost too much sleep over it. I just want to move on with the knowledge that I will never make that mistake again. We booked 63 nights in a Club Continent over the past year. I booked and turned it over to her. Her loss as we travel a lot. Until this mess with Azamara, she had to do nothing for our bookings.

The pressure was definitely from our TA to make final payment. What could I do if I didn't want to pay cancellation and lose our cruises? I was stuck. I made a mistake listening to this board about the glories of using a TA and caved in last year. I have very well handled our travel arrangements for years. Anyway, I'm going to try to let this go and move on.... I KNOW we will have a fabulous time, sailing for 23 nights. Hopefully, this mess is over by the time we board and we can make our future bookings on board, definitely removing the TA from any future bookings. (Yes, I have disgust for the TA who promised me in writing, OBC from her agency and now is refusing.)

Just an update… This morning (July 27), I had a reply from guest relations to a form that I sent on May 5 (you know, the one where they say they will reply in 3-5 business days). They are so sorry that our points and status have not been updated and they will forward my info to Loyalty. In the meantime, I had to already pay final payment (or lose our cruise). We did not receive our correct discount for booking on board and the OBC is still incorrect. Our TA would not make any effort to get this corrected before we had to make final payment. We got screwed, but learned a lesson. We have 2 more cruises we want to book, but no way until this fiasco is improved…. And never with a TA again. Anyhoo, just wanted to give an update of when we got a reply to a May 5 inquiry. And our points and status are still incorrect.

Exactly why I won’t even think about booking a shore excursion. We had no choice but to make final payment earlier this month, although our OBC is still incorrect. We’re stuck now as I’m sure Azamara won’t fix it and we are finished with our useless travel agent. Fortunately, we prefer private tours and will figure out something for whatever OBC we have when we board. A shambles!