laurieb

Dear Azamara Guest, It’s been two weeks since our last update and I wanted to share what we have been focused on to ensure we get back to serving you pre-cruise the Azamara way. I understand your frustration and appreciate your patience as we have been focused on stabilizing a full commercial system transition. We are getting your pre-cruise experience back on track, and I assure you that the experience onboard remains as warm and authentic as ever. There have been four primary areas of focus as we integrate our new systems: The biggest pain point we heard from you was the ability to access your loyalty account on Azamara.com. This access problem was caused by the creation of multiple profiles over the years. By completing the form, we have been able to clear the incorrect profiles and make your loyalty information available for viewing in your Azamara.com account. Another significant problem was access to future bookings in your account. The root cause was bookings that were missing your email address, which is why we added the form for you to complete allowing us to match your bookings to your account. Once in your account some of your shore excursion amounts did not look right or your onboard credits (OBCs) were not visible. As of yesterday, we were able to clear up the shore excursion amounts and your OBCs are now available in your account, ready to apply as you wish. Very importantly, we recognize that our hold times have been extremely long. We started recruiting new Contact Center team members as soon as our hold times challenge began. As of Monday, we have a class that was hired, onboarded, trained, and on the phones. Another class will join mid-May with two more scheduled for early and late June. On an additional note, for those of you who booked air travel through Azamara the airline tickets are processed thirty days before departure (consistent to historical practices). While we do not anticipate any issues, if your departure date is within thirty days and there is no record of the ticket with the airline, please contact us for resolution. While we continue to successfully book new reservations, we know that there are a handful of data issues still requiring resolution over the next few weeks. We are confident that these issues are impacting only a small percentage of bookings made in our former reservation system. Please rest assured that your complete reservation details remain intact. Azamara has always stood by its product and made things right. We are as committed to that spirit as we ever have been. Thank you for your continued patience, understanding, and loyalty. I will share another update in the next couple of weeks. Sincerely,

It's not new. If you did a deviation you may be able to request early ticketing, but please wait until at least end of May; I see your cruise isn't until late August. We've only used air through a cruise line twice and will never do it again.

You should be able to do that anytime before you make final payment on the cruise. It's rather early to be booking flights for an October cruise.

Typical can be 10 days before flying for some tour companies. Bulk air is not usually ticketed earlier

My agent forwarded this to me: We are pleased to continue to share our progress and the following latest developments: As promised, air booked pre- transition has now been loaded in Seaware Touch for sailings through the end of May. We will continue to load more sailings and will update you on the progress. Please note that air will not be ticketed until 30 days prior to your client’s flight departure. Visit Connect.Azamara.com to book new airline flights for your clients. The Seaware Touch Auto-cancel feature is turned on only for new bookings created on or after April 24, 2023. This means that normal cancellation penalties and final payment deadlines will apply to those bookings made on/after April 24, 2023. For bookings created prior to April 24, 2023, and a payment is still due, callouts are being made to collect those balance dues. All your FIT (Individual) bookings can NOW be serviced on Connect.Azamara.com (Make Payments/Add Shore Excursions/Add Transfers/Add Air/Add Hotels/Email Invoices/Print E-tickets and Documents). Our focus continues to be finalizing data in converted bookings that still need attention and to respond to your support requests already submitted for sailings within 120 days. If your client's reservation is for a sailing beyond 120 days or you encounter an issue with a new booking, please submit a support ticket here. Be sure to review our FAQs to help provide clarity for your needs or check out the comprehensive "How to Guide”, a quick reference guide for each function required to make or service a booking using Azamara Connect. We remain committed to keeping you informed and up to date with the latest developments on the transition from CruisingPower.com to Seaware Touch. Thank you again for your business and continued support. Warm Regards,

They can't magically correct every booking at the same time! Of course there will be bookings corrected before others.

Unless your cruises are departing soon, I’d recommend you and your TA wait awhile and let them concentrate on getting everyone’s bookings fixed.

I can’t answer that. I am very close to a TA that has booked and deposited several Azamara cruises since the transition. I would recommend your TA reach out to their BDM for assistance

The US Travel Agents do have a separate booking system that is fully functional for booking without phoning.

We did, unfortunately have this happen to us last summer. The maitre de will have it removed if you request it. They weren’t using the tablets yet then.

Actually, your TA should have received an email two days ago…

You are really being a bully towards Azamara. Why do you feel you need to act this way?

We've brought several bottles home with us with no issues

We have brought wine back, no problems at all.

As I recall, if you chose to lift and shift and get the bonus allowance on a new cruise instead of taking a refund at that time, you were pretty much locked in to the cruise you chose to take instead of the refund. I assume that both you and your TA have the paperwork from the lift and shift with all the terms and conditions.

So, did you rebook a cruise that was canceled due to Covid for December 23 but then canceled it in January and you’re trying to get it refunded?

Your TA should be aware you say on another thread here you’ve paid 5000.00 towards this cruise; why so much more than the deposit?

Have to ask, if your canceled cruise wasn’t supposed to sail until December this year, why did you pay so much more than the deposit?

Did her TA call and ask, or just assume? Last year a friend who booked solo added a room mate and the cost didn’t increase.

Your TA needs to contact their BDM.

We’ve cruised with them 7 times post Covid with 4 more booked so far- 2 booked since the conversation. Besides the supply chain issues that every cruise line experienced, we haven’t seen any decline. Their high standards are very much intact!

Had your TA tried to run it through online before calling Azamara? Is it possible that it had gone through? There were only a handful of days that online payment was not possible and that was back in March.

Bitters and Brussels sprouts, really?? That’s what you would base your opinion of dropping standards?

I think actually RCCL was entrusted with your air funds; blame needs to be put on the original source, perhaps pressure needs to put on them to get these air issues resolved.

This is exactly what I was thinking. Blame RCCL for this, not Azamara. RCCL has done nothing to assist in the smooth transition away from them. We have no idea what kind of barriers were set in place by RCCL regarding the data transfer. Maybe a little (or a lot) less criticism and more support and patience is called for...