Azamara on "Worst" list. Oh my🤯

[Mackdogmolly]

13 minutes ago, Huntingdon1701 said:

UK TAs are not as good. Besides, I like doing the planning so I'd lose part of what I enjoy about cruising. I can keep it with other lines. 

Ahh. Well, I enjoy all of the other stuff. I book the hotels, flights, excursions, etc, but I leave the Azamara shoreside (and the hours on hold) to my TA.

[uktog]

19 minutes ago, Mackdogmolly said:

Ahh. Well, I enjoy all of the other stuff. I book the hotels, flights, excursions, etc, but I leave the Azamara shoreside (and the hours on hold) to my TA.

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. 

[fruitmachine]

23 minutes ago, Mackdogmolly said:

Ahh. Well, I enjoy all of the other stuff. I book the hotels, flights, excursions, etc, but I leave the Azamara shoreside (and the hours on hold) to my TA.

There's a huge risk-advantage to get a UK travel agent to do "all the other stuff" as well as the basic cruise.  It creates a package holiday, and the TA is on the hook for the whole package.  If one item falls through, or has a significant change, you can cancel the whole package for a full refund of everything, plus that refund is protected by an industry bond.

[Mackdogmolly]

16 minutes ago, uktog said:

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. 

My TA, while not exactly discouraging me, did express a lot of frustration a few months ago. Now he says it has gotten much better.

[swigso]

We are on the Onward now and all I can say is that the service, food, staff are still top notch. The ship is in fantastic condition our cabin steward and butler are fantastic. The food is wonderful from the buffet to the speciality restaurants.

we last sailed on the Quest pre Covid and although the web site still needs some fixing the onboard experience is better than ever.

Our status was recognised and our OBC was there. Now if only the clouds would disappear and the sun shines 👍

[julmops]

The situation has got so bad that my UK based travel agent has got a weekly call with Azamara to try and sort out the seemingly endless list of customer issues ... I'm one of those customers fighting to get the excursions I've booked with them sorted after a massive change of itinerary in South Africa next year ... It has taken forever and it still not sorted ... Some of the excursions have been cancelled on my booking but some are still there, even if they have been indeed cancelled. No trace of any refund and absolutely zero communication from Azamara as to when this will be sorted. I've been cruising for 10 years and well over 25 cruises by now but it's the first time I have so many problems with a cruise line being unable to perform what you could call simple tasks, such as communication ... 

It's really frustrating and really doesn't give me the will to book another one with them in a rush ...

 

I keep on reading/hearing that once onboard the experience is top notch, which I'm really looking forward to and I will be sure to give them a chance but they absolutely need to sort out their administration and customer service.

[boxman52]

We've been recently on multiple Azamara,Virgin and Viking cruises.

Two of these are on Gary's top list and Azamara is in the bottom category. I think I'm in a good position to compare

Firstly VV is a totally different product. It's a worthy top of the list for sure.

Viking is more comparable with Azamara and I do think it's a few rungs higher. However because I look for deals Azamara offers better value for money.

I'd say the gap between the three doesn't justify his placing. However I do think Azamara could learn from both to modernise their offer. As an example of Azamara speciality dining was half as good as VV included it would be a major step up for them.

[Dr H]

Definitely looking forward to my cruise on this horrid cruise line in 2 weeks! So Azamara, what are you going to do to lure me back to the terrible service, the awful food, the miserable staff, and the ramshackled boats? What, you offered a cruise at below cost, and I like a fool sprang for it?! THANK YOU DOUBLE TIME! Look, there is no argument about the IT folks and the web site. But Azamara? I'm hooked for life, and I/we are NOT going anywhere.

[Bo1331]

Just got off Pursuit 7 day cruise to Croatia and it was great.  First tine on Azamara as we’ve always done Celebrity.  We liked the smaller size.  Will definitely use Azamara again.  We did have IT issues before the trip but on board everything went well.

[jazzmanfive]

On 10/7/2023 at 2:44 AM, avw said:

Never heard of the guy. I looked up his web site. He seems to be quite full of himself with very extensive details of his entire personal life. His opinion is simply one man's opinion. And, in my personal opinion, his overall assessment is WRONG. I can't wait to get on Azamara again. I currently have 5 future cruises coming up on Azamara, all booked as a result of my wonderful recent onboard experiences. I hope he doesn't deny some people the opportunity to have a wonderful cruise experience because of his incorrect classification of Azamara.  

You echo my sentiments,( up his own porthole)

[Dr H]

I think I should report my latest experience that happened yesterday with Azamara. We are all bashing their IT. About 2 weeks ago I learned here on CC that the Quest dry docking in April was cancelled, and Aza was scrambling to add cruises to fill the downtime. I booked a 7 night cruise on the website, I didn't care where they were going, the price was rock bottom, and I grabbed it and I'd ask questions later. I had no problem making the booking, but pricing  (at the time) was so low, I started searching for a B2B. I found one, a tad steep, but still doable. I slept on it for a couple of days, then decided to make the dreaded call to my travel agent and wait on interminable hold for the hour. My phone informed me that there would be at least a 15 minute wait, and the sweating started. They picked up in 2 rings. I apologized for what I was about to ask for, the TA laughed, took my info, asked me to hold while she contacted Azamara. This is at 4PM EDT mid week, I figured dinner couldn't get too cold. I think I was on hold for about 5 minutes. She got through to Azamara, switched a previous booking to cover the new one, booked the double upgrade with the $1000. OBC, and then proceeded to inform me that the price would be about $1500 LESS than the price listed on the web site. Service with the TA and Azamara was prompt, efficient, and old style. My only complaint, I like being able to choose my room, which I no longer can do, or at least directly. Otherwise, service on the ground could not have been better, or faster. I will be happy to criticize and complain, when it is appropriate. Yesterday's experience was what we were getting three or four years ago, and that's a good thing! Gary Bembridge, yes, I still love you, but you need to get your act together, you are slipping badly.

Edited October 22, 2023 by Host Jazzbeau
with poster's permission

[royallondon]

Just lately we have received lots of Azamara deals via several online cruise specialists.  This would perhaps indicate that confidence in dealing with Azamara is slowly returning to the agents.

We have taken advantage of one emailed offer for March next year.  We booked using a “new to us” cruise specific agent (over the phone) and can report that no frustrations (on either side) were encountered. 
It’s been too long since we were on an Azamara ship and can’t wait to be well looked after once again.

 

Regards


 

[Dr H]

Royal, where will you be heading in March? Out of curiosity, you mention that you've been offered several deals via travel agents. May I ask how those deals compare to what Azamara posts on their web site? I'm really curious about now pricing outside of the US compares to UK and Australian prices. I just booked their 17 night Rio to Lisbon next March via my travel agent, and my final price, ultimately offered by Azamara to the TA, was significantly less than the best I could do on the Azamara web site directly. Cheers, perhaps the fates will have us meeting in several months.

Edited October 22, 2023 by Host Jazzbeau
with poster's permission

[uktog]

It is extremely rare for a travel agency price in the UK to be the same as booking direct with Azamara in the UK. Always lower. Two reasons

 

1.  To get business agents factor in a commission rebate in the fare they charge so my travel agent invoice will show the original Azamara price as advertised on line and then have a discount line

 

2.  From time to time Azamara sells a block of cabins to agencies. This often happens nearer the sale date and effectively hands the marketing of unsold cabins to a third party and avoids published price drops that might mean having issues with existing guests. The agencies must pay for the block or a significant portion of the fee whether they sell them or not. To maximise revenue they sell them at very keen prices. If you look at the websites of the typical discounters they never advertise these prices. They say for prices call. For anyone looking for a cruise about 2-3 months out it can be a very productive call!!!

 

You have to ask why would people in the UK book direct - major reason control!  Many UK agencies aren’t very good at servicing bookings. 

 

[royallondon]

2 hours ago, Dr H said:

Royal, where will you be heading in March? Out of curiosity, you mention that you've been offered several deals via travel agents. May I ask how those deals compare to what Azamara posts on their web site? I'm really curious about now pricing outside of the US compares to UK and Australian prices. I just booked their 17 night Rio to Lisbon next March via my travel agent, and my final price, ultimately offered by Azamara to the TA, was significantly less than the best I could do on the Azamara web site directly. Cheers, perhaps the fates will have us meeting in several months.

Dr H - St Patrick’s day cruise out of Lisbon. The deals offered were very competitive and included a couple of nights pre cruise stay in a good quality hotels.  Price apart however, thanks to this forum I was aware of the issues being encountered booking direct and so wanted to recruit a “helping hand” just in case 🤪

 

The message of my posting was that from reports of agents actively avoiding Azamara bookings, many now are actively promoting them.  This is an encouraging sign that Azamara are regaining the confidence of the booking agents.

 

Hope you have a great cruise.

 

Regards

[uktog]

49 minutes ago, royallondon said:

Dr H - St Patrick’s day cruise out of Lisbon. The deals offered were very competitive and included a couple of nights pre cruise stay in a good quality hotels.  Price apart however, thanks to this forum I was aware of the issues being encountered booking direct and so wanted to recruit a “helping hand” just in case 🤪

 

The message of my posting was that from reports of agents actively avoiding Azamara bookings, many now are actively promoting them.  This is an encouraging sign that Azamara are regaining the confidence of the booking agents.

 

Hope you have a great cruise.

 

Regards

I suspect this is an example of point 2 in my post as you’ve got a “bundled booking” the agents are back because they’ve been given a great price out of which they can create a package holiday which has a good margin for them as the base price Azamara is charging them is quite low. 
 

For Dr H that’s another reason UK guests work with agents. If you do cruise only booking direct you do not have the same level of packaged travel protections. For those additional packaged protections there have to be at least two elements in the booking.  The second element doesn’t have to be the flight. With my agent, they set up an airport transfer or hotel with the flight to create the package. Why is a package protection important- well if the cruise is substantially altered eg no Israel, there are much greater cancel without penalty protection if you have a package covered by the regulations.  
 

You do create a package booking direct if you do flight plus cruise but that can have big disadvantages given the lack of control. However sometimes lack of control and a direct booking has advantages not least you don’t pay for flights until final payment of 

[Dr H]

I have only been cruising for 13 years, minus the 2 covid years, and was not aware of any of this info. We were turned on by friends who had been cruising for some time, and Alan usually booked through at least 1 travel agent. He never mentioned any of these "perks", if you call them that. I've never used a travel-travel agent, just the agent whose name must not be spoken, lest I raise poor Phil's blood pressure yet again. I shall make inquiries. Frankly, it would be great if discounted air could be booked along with the cruise.  D