Open letter to Larry pimental

[procter]

Dear Mr Pimentel.

I write this open letter in the hope that this may stimulate some debate.

Let me thank you for your honesty to come on here and face the flack.

Like 90%+ of c.c. users we all want what is best for Azamara but the way forward does appear confused to us.

We sadly recognise that Azamara just a pimple on the bottom of an RCI ship as less than 1% of total business and is obviously the unwanted child but ALL of u s want Azamara to succeed if only for the great crew onboard experience.

Let us address internet and laundry.

1: INTERNET

Who considered removing these benefits? And thought we would not notice.

A BIRD IN THE HAND IS WORTH 2 IN THE BUSH.

How can you improve a loyalty programme by removing benefits?

The total costs must be less than $30 per cabin on prices ranging from $5,000 per cabin upwards.

RCI is moving to enhance these benefits on new ships and we are being penalised.

Just received from Celebrity my Elite membership offering me 200 mins and 2 free laundry bags.

Why this has not come from Azamara as I have not sailed Celebrity for 4 years.

 

2: Laundry

A $10 cost at most.

It is obvious from your post that it is highly unlikely to be reinstated or else you would have said

“ OOPS sorry we made a mistake” but it is more likely that RCI says no.

I wonder what the hourly rate for you and your 8 colleagues is when c.c users gave you the strongest possible e reply for nothing.

Enough said on this matter.

 

Wine Tasting

No great loss as it was really a vague excuse to while away an afternoon.

What I would pay for would be something on the lines of a tasting comparing a specific wine or region through different vintages or a comparison of grape varieties i.e. Riesling dependent on country.

Discovery brunch

Gone the way of cost cutting and a shame a presumably we would all be eating anyway and all you save is the “Magical “ sparkling wine.

I am sure you can buy cheap sparkling cheaper than German Riesling but Miami says no to adding it as an option on inclusive.

Incidentally the last time I tried to order wines off wine list they were not available but was offered the next wine up but at increased price.

Surely not good customer service to penalise guest for non availability of wines on your list.

 

Azamara Going forward

Know your market.

You have stated previously 30+ $300,000 per year customers. All marketing professionals would like to believe these are their customers but if you really believe they will put up with15 year old ships with approx. 10 cabins that might fit their aspirations and /or do battle with the dreaded shower curtain then you are dreaming.

They might come on board once for a post ironic chic to tell their friends but repeat NEVER.

We your actual customers are 50+ who have discovered Azamara having cruised other lines and have found what we LOVE.

What are the next changes?

Whitewashing the library ceiling so save maintenance costs

Removing dance hosts

Stopping Eric’s skating dance or Tony’s Blues Brothers or Danny boy as not likely to appeal to 30+ somethings? Or boarding in the staircase to save dusting?

Le club Voyage discounts

As a Discover Plus member I would have to sail for 450 nights to move up from balconies or 125 nights on Owners.

At appox.

£1000 per night YOU MUST BE JOKING!!!

DOTHE MATH As you Americans say.

 

You have 2 small ships and advertising in most/all markets is not likely to be cost effective so you are left with

 

A: Recommendations from Travel agents.

Not likely that they will do this with the disaster that is Guatemala. See posts on this board.

Bear in mind that we are people that know Azamara but can you imagine you are a travel agent hanging on for 20 minutes and getting duff information.

See posts on refusal of cruise certificate credited by Azamara because of incidents and people not being able to transfer bookings etc.

 

B: Recommendations from existing customers

See cc polls

Not sure if you have figures on cancellations but plenty upset cruisers who state they have cancelled.

UK customers are probably stuffed as they will be £500 down as no clarity has been given as to whether deposits are refundable.

 

If your committed regulars go then where are you going to get new customers.

1: Dissatisfied customers tell 10 people.

2: It usually costs 5 times as much to get a new customer as keep one but with little or no advertising where are they coming from.

The competition is coming like a Tsunami

3 new Viking ships which must both have you drooling as well as being terrified for your European operation.

Good points.

i.e. Azamara USP (Unique selling points )

1: Harpist

Oh No that has been removed over all our pleas.

The harp is still there as a silent reproach to how much notice has been taken

Removal of pianist by Mosaic so that he now has to compete with the television.

2: Azamazing evenings

A huge price increase and mixed reports Gibraltar great but others so so.

Tenders, 1 ½ hour transfers 1 hour concert and return

Great idea and can probably improve.

BUT I know of nothing in this world from buying a car/house/concert ticket to Azamazing evenings where if you do not turn up having paid will you be charged a penalty.

Obviously price of evening has been factored into cruise prices.

If 50 people decided not to go @$150 each that is $7500.

Does a bus for 6 hours and canapés etc really cost that much?

3: White Nights

This is the hidden gem and hats off to crew for having to set up and dismantle every week

Ideally earlier in the cruise to get the party atmosphere going..

 

 

I give you full credit for insisting gratuities are included in fares as this means crew are guaranteed decent wages and if they go beyond then they get additional tips from me..

As you are aware outside USA tipping is a contentious issue and the most popular question on UK cruise boards is

“How can I get tips removed to enable me to pay those I prefer” which is code for

I do not want to pay any tips!!!

I will not bore you with the 9 month battle to get Miami to admit that suite passengers get no speciality dining privileges but is first come first booked and the 24 hour restaurant dining that is actually only during restaurant hours.

I feel really sorry for the crews who from the humblest attendant on Deck 3 up to Heike, Tony.Eric Johannes and all other staff who really make this a great cruise line BUT when I can get 2 cruises for the price of 1 of yours it gets progressively more difficult to stay.

 

 

 

Wishing you luck

[TRIPACIAN]

Quote "Not sure if you have figures on cancellations but plenty upset cruisers who state they have cancelled."

 

I am one cruiser that has cancelled (2 cruises) and I have already booked with Celebrity (1) and Crystal (1). I am seriously looking at Viking, Oceania, Seabourn and Silverseas.

 

If I am not going to get the benefits I earned, I may as well try other cruise lines.

[cruzluvers]

Proctor, it couldn't have been said any better. Now lets hope the powers that be (?) listen and make everything right. :)

[marinaro44]

"I will not bore you with the 9 month battle to get Miami to admit that suite passengers get no speciality dining privileges but is first come first booked and the 24 hour restaurant dining that is actually only during restaurant hours."

This rant grows tiresome. Suite passengers DO get specialty dining privileges: They aren't charged.

 

And it has always been first come, first served for everyone in the specialty restaurants, and Azamara has always said "Reservations recommended."

[Phxazzcruisers]

I must agree. This is getting very tiresome. Azamara by now knows how everyone feels. Enough already. The next move is theirs. Apparently there will be some announcement Thursday.....

Edited September 22, 2014 by Phxazzcruisers

[ikelmay]

I must agree. This is getting very tiresome. Azamara by now knows how everyone feels. Enough already. The next move is theirs. Apparently there will be some announcement Thursday.....

 

If you are finding the repetitive postings tiresome, I'd suggest not opening any of the current feeds relevant to the topic.

 

Personally I'm looking forward to a formal response from Azamara, bearing in mind that management have hyped and promoted the "new look" LCV release for months now - I'm quite sure the response on here wasn't what was anticipated, but I can't wait to see what the "new revised" announcement will consist of.

[Phxazzcruisers]

If you are finding the repetitive postings tiresome, I'd suggest not opening any of the current feeds relevant to the topic.

 

Personally I'm looking forward to a formal response from Azamara, bearing in mind that management have hyped and promoted the "new look" LCV release for months now - I'm quite sure the response on here wasn't what was anticipated, but I can't wait to see what the "new revised" announcement will consist of.

 

I am looking forward to their response also, just tired of the repetitive bashing until they do formally respond. I feel they are entitled to a offer a response to the constant bashing they have received.

This was a new thread, I felt it was not unreasonable to read it. Thanks

Edited September 23, 2014 by Phxazzcruisers

[syam]

"We your actual customers are 50+ who have discovered Azamara having cruised other lines and have found what we LOVE."

 

I agree!

 

Although I've only been on a few Azamara cruises, I have recommended them to many friends who, I can assure the marketers, are also over 60, earn nowhere near $300,000/yr.

 

I was first steered :) to Azamara by fellow retired middle class professionals on sufficient, if not extravagant incomes/pensions, right before the big shift to all-inclusive + drinks, tips, etc. For the usual reasons, they loved the intimacy, itineraries and crew. A week in a balcony cabin was about $1700+. It is now thousands more, unless you find an poorly-selling itinerary, where they run 'sell-offs' (which they swore they never would, but, of course now do).

 

As the prices have rise, we've watched for specials so we could return. I love sailing on Azamara...(don't much care to visit huge urban ports for a day of frantic bus touring), so enjoy meandering on the water in comfort, with good company, facilities and food. I don't need the 'free' liquor and wine and don't really favour subsidizing those who focus almost entirely on it (I read the obsessive concerns over 'bubbly', inferior brands of liquor on the lists, etc.) I cannot possibly consume enough liquor and specialty coffee to justify the latest hikes.

 

The Azamara evening, on our last voyage, was a logistical nightmare (traffic jams in Istanbul on a holiday weekend). I shudder to think of the cost of that party...the many busses stuck in traffic for hours, the program, the staffing, etc.....so if those two items were removed from the program, the price might come back more in line with our target market, one which is entirely neglected by smaller ship option in the industry.

 

This last cruise we took, this past summer, was an incredible value....about $1600 for a OV (bumped up to a balcony!) for 9 days in the Black Sea. The price dropped because of the removal of the Crimean ports and subsequent cancellations. We noticed, needed a rest and grabbed a cabin.

 

(One look at the check-in lines in Istanbul would highlight the difference between Azamara and the real 'luxury' brands....one of the 6-star ships was boarding at the same time and the passengers were much more fashionable, expensive-looking and somewhat younger....that group that the marketers are after. I don't see them flocking to Azamara in the future, with all the newer competition).

 

We met some wonderful people, many of them regulars, none of whom were such high earners. In fact, the ship was filled at the last minute with very cheap sell-off deals from Europe, passengers who had no interest in the amenities such as the spa, specialty restaurants, the casino, shops or tours...which were largely empty....they were mainly there for the free booze! The 'tone' of the ship was somewhat affected, but who was I to complain? The food was excellent, but not as good as it has been on previous cruises (very little fresh fruit, no local ingredients, partially-defrosted seafood, etc.)

I had no complaints, however, since I hadn't paid $5000 per person. If I had, I, too, would probably be indignant about the ridiculous changes in the loyalty program, the loss of perks and perception of loss of value.

 

While I'd return in a minute, if the cost was affordable to me, my friends with more to spend, have begun to search elsewhere...for the same money, their eyes are wandering to these newer, more 'luxurious' vessels. If I could afford the regular prices, I, too, would probably try something newer and more luxurious. There's a big difference between $400/day and $1000!

 

What's my point? I believe there's a vast 'target group' out there who appreciate these ships and their intineraries, who'd flock, if the price was lowered somewhere between the mass market and luxury categories. If the price was more affordable, I'd certainly be back more often. I could live without the perks and don't mind doing my own laundry, if only the machines were all functional. I'd pay for my own drinks, coffee and wine. I do like the inclusive gratuities, though. I think it contributes to the overall excellence in service.

 

I don't think I'm the only one.

 

Since I love these ships and their crews, I'll keep my eyes open so that I might, one day, return to Azamara.

[Marmaduke]

Well said Procter and Syam.

 

This time last year I had two Azamara cruises booked for 2014, having taken advantage of the double upgrade promotion. I currently have none booked for next year, as even with the current 50% off the second fare deal, the price is not attractive. For my preferred grade of cabin the current prices are around £50 a day more than last year. Fortunately I am able to cruise at short notice so I will wait and see it prices come down, particularly as I now have to pay an increased deposit and the balance is now required earlier.

 

For me the attraction of Azamara is the itineraries, the on board atmosphere, the excellent service from the crew. I like the fact that the tips and drinks are included in price, but dislike the Amazing Evenings. I would be happy I they were discontinued or offered at a price rather than being included.

[flyhi120]

Get rid of those cubersome, crowded Azamazing Evenings and give me back my laundry and internet if ya ever want to see my money again.

And respond to your passengers when they send you emails, tweets and maybe, you should be reading this forum, ya think?

Pattie

[jnjcruz]

We love Azamara but increasingly wonder if that should be past tense. Now we are losing immediate, every voyage benefits (laundry, internet) for a long in the future possible benefit (assuming no further changes are made before we can collect). Like many others I'd rather have the harpist and more competitive fares than the Azamazing evenings we have experienced. The staff and atmosphere are still superb but we are starting to look elsewhere.

Jay

[Jade13]

"We your actual customers are 50+ who have discovered Azamara having cruised other lines and have found what we LOVE."

A week in a balcony cabin was about $1700+. It is now thousands more, unless you find an poorly-selling itinerary, where they run 'sell-offs' (which they swore they never would, but, of course now do).

.

 

Is that $1,700.00 for 7 nights for one person or two?

 

I agree with all of your comments.

 

Also, the majority of the people we have traveled with have been 50+ and lots of retirees. Not the target Azamara was talking about a couple of years ago.

[marinaro44]

A week in a balcony cabin was about $1700+. It is now thousands more, unless you find an poorly-selling itinerary, where they run 'sell-offs' (which they swore they never would, but, of course now do).

The point you--and others here--continue to miss is that at "$1700+" for a veranda Azamara was losing money, so that pricing level simply could not continue, much as you might wish it could have. The line would have been out of business long ago. We were getting a cruise experience worth much more than that, an experience comparable with much higher-priced cruise lines.

 

So those saying they wish Azamara would lower prices to those pre-increase levels and take back the included liquor and Azamazing Evening are wishing for the impossible. The included liquor costs Azamara peanuts per passenger per day. To remove it would reduce their costs by so little you wouldn't notice it in the fare. Liquor became included because other small-ship cruise lines near and above Azamara's new price point also included liquor, and it's inclusion is expected by prospective passengers considering cruises at that price point.

 

Yes, we'd all like to have a $5500 two-week cruise experience for just $3500, but it isn't going to happen. So let's stop the wishful thinking. If anyone thinks they can get the Azamara small-ship experience for $3500 for two weeks elsewhere, then go for it. But let's stop dreaming that it's possible for Azamara to offer that.

Edited September 23, 2014 by marinaro44

[syam]

I don't disagree that the lower rates aren't feasible for the quality of the product, but if not enough people are buying at the higher prices, and they fill up the ships by selling off empty cabins for very low rates, how can that be sustainable? I see several itineraries in Asia are starting to drop their fares. Those people who were lured by the bargain prices this summer are unlikely to return at double the price.

Passengers who prefer the exclusivity that comes with a $10,000/couple/week holiday might not enjoy unexpectedly sharing the small ship with fellow passengers paying a fraction of that, who don't measure up to their social/behavior standards.....(on our 'sell off', a drunken fellow actually sang along with the soloist in the nightclub, to the horror of many...there were more than a few folks shoving at the buffet...not typical of Azamara at all). I recall them saying this sort of thing would never happen on Azamara.

By chartering the ships frequently, they are disappointing many loyal customers, too.

It will be very interesting to see how cruising evolves in the next few years. Many of our vintage and acquaintance have already had their fill and have moved on to River Cruises. For now.

There is actually a conference on this topic being held in Toronto this week. Seems like in many other areas, there is less and less interest in the 'middle' customers as business is polarized to the extremes.