Complaints

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Azamara double charged our deposit of $1,100, both on June 28th, 2024. The excuse given to our travel agent was that we caused the double charge, by adding a $99 walking tour onto the reservation on July 1st. Azamara offers these tours on their site, but evidently it is taboo to accept them, and by doing so will send charges backwards in time. We've canceled the cruise because Azamara broke their own contract, and we found their excuses for doing so unreasonable. We were supposed to get a full refund within 8 days of July 8th, and it is now July 22nd. We are not accepting a $150 cancellation since Azamara was the first to violate contract terms.

  Business response

  07/25/2024

  Dear ********************,
  
  We sincerely apologize for the IT glitch that led to a double payment of the deposit on your booking. As requested, we have refunded all monies paid and waived the cancellation fee. Our Executive Resolution Agent has reached out and is in communication with you via the email with a confirmation of the refund and a copy of the receipt as proof.
  
  Kindly reach out with any further questions. Thank you.

  Sincerely,

  Azamara Guest Relations

  Customer response

  07/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Azamara cancelled our cruise from ****** to ******** which was scheduled to depart May 29, 2024, citing "ongoing unrest in the *******". I applied for a refund on April 2, 2024. I was assured that the cruise refund would not be held up if the cancelled-flight refund was not submitted, something I was concerned about because we were still trying to sort out alternative plans. I was told the refund would be processed within 30 days. On May 9th, I called to find out why the cruise refund hadn't occurred. I was told it would be expedited and would occur within 7-10 days. On May 15th, I submitted the separate cancelled-flight refund. On May 20th, I called to find out why the cruise refund hadn't occurred. I was told they wanted to process both refunds together, and the timing would be ***** days! It has now been over 45 days since my original refund request on April 2nd - for over $10,000. I don't have a refund in spite of multiple assurances, and the projected payment date is now possibly mid-July. Of course, it could happen tomorrow, but this runaround and their holding onto the money with excuses relayed by pleasant customer support people while back-office shenanigans or incompetence are going on is ridiculous.(We paid for two reservations - ******** and ******** - and only ******** remains un-refunded. I am attaching the email I got from Azamara after my April 2 ask for the cruise refund.)

  Business response

  05/22/2024

  Dear ******,

  Thank you for contacting us and for your patience as we worked to resolve this matter. We sincerely apologize for the delay you have experienced in receiving your refund. We understand the frustration and inconvenience this may have caused you. As outlined in the email we sent to you directly, we are pleased to inform you that your refund for reservation number ******** has been processed as of yesterday. You should see the funds reflected in your account shortly.

  If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Best regards,
  Customer Support 
  **********************

  Customer response

  05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a total of 5 staterooms, 1 of which was to be shared by my 2 sons. They are not minor children and 1 of my sons *************************** suffers from Sleep Apnea and requires a CPAP device otherwise sleeping in the same room as him is almost impossible. My complaint is that we ordered a CPAP months for his room, months in advance on the Special Request Form provided in the Azamara reservation for the room. When my son arrived at his room he noticed it wasnt there so he went to reception to get one, but was told there wasnt any available. When he explained the necessity of the device he was told for an extra charge of $600, they could get one at the next port!! When we questioned this and pointed out again that it had been requested on the Special Request Form the reception staff said its just there for you to let us know youll be bringing one. This excuse doesnt hold water be used there is also an option to request a wheelchair and we saw an Azamara wheelchair outside of another stateroom on our floor. He had to sleep out on deck 1 night (so my other son could sleep) - his sleep apnea is geniune health concern and the lack of empathy was astounding. We went again to reception, they called their boss the Conciege, who didnt have any empathy for the situation were in and offered no help! I asked about moving him vacant room, knowing there were empty rooms and the ship was already at sea for a sea day, so no other passengers were joining. However they wouldnt give a complimentary move, even though the error, I believe was theirs. The only way to get another room was for us to pay another $800 so my son could move to a different room. This was a completely unsatisfactory solution since there clearly were unoccupied cabins but they left us with no choice but to pay the charge because of their absolute refusal to recognize the seriousness of the problem or acknowledge their responsibility. Invoice attached shows the $800 as a room upgrade which it was not!!

  Business response

  04/25/2024

  Dear **********, 

  Thank you for reaching out to us and for the opportunity to address your concerns. We are pleased to hear that our recent conversation resulted in a mutually agreeable resolution and that you are satisfied with the outcome. Your comfort and satisfaction are of the utmost importance to us, and we are committed to ensuring that your future experiences with Azamara are nothing short of exceptional.

  
  We have noted your rebooking for a future voyage next month, and we look forward to welcoming you back aboard our ship. Should you have any further questions or require assistance with your upcoming trip, please do not hesitate to contact us.

  
  Once again, we appreciate your understanding and patience throughout this process. 

  
  Best regards, 
  Azamara

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We went on cruise September 25 2023 on Azamara Pursuit embarkation went great we went to our room small but it's ok bathroom is extra small but the problem started at night out bathroom stop working contact customer relations at ******************************* morning they will repair the problem for next 12 days the bathroom broke 6 times my wife had to go to floor above to use public bathroom customer relation manager was useless just as hospitality director and maintenance manager it made this cruise horrible I contact Azamara soonest we came to *** it was nightmare the most useless customer service I even encounter with it took 2 month for them to tell me we can't help you. So Customer Relation Manager on ship just lied to me when we were on ship he told us that he will contact the company so we can either credit or refund just bunch of lies. The worst cruise I ever been it was our 31 cruise. Azamara will not be in business for long with this horrible customer satisfaction

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked our reservation for an Azamara Cruise on Oct 19th 2023 for a cruise on March 23 ****. I booked this directly through Azamaras website and paid in full. I then went on and booked non refundable airline tickets and non refundable hotel reservations for stays before and after my cruise. Today 9 days after making and paying for my reservation in full they informed me there was a computer glitch and I owed them $7000. They admitted it was their error and offered to waive any cancellation penalties. They could care less that I had subsequently booked thousands of dollars on non refundable travel for this trip. I was informed it was not their problem since I did not book it with them. I was not offered a different cabin or any other considerations for THEIR error.I have never done business with a company that does not honor what they sold you. The scripted: Im sorry for any inconvenience this may have caused.Is unacceptable. They need to be held accountable for the service they sold me at the price they quoted me and I paid in full for.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Last Jan. 25, 2023, we received a bill and cruise confirmation for an upcoming cruise on Dec. 22 our of **************, booking # ******. This bill from reflected a cruise voucher from Azamara (we could not board a cruise out of Barcelona last May 22--Cruise #******* as I had contracted COVID) and several amenities we had paid for. The bill was $4, ******, Cruise #******. Now after hours trying to reach Azamara, the two reps we finally talked with say they have no record of our original billing and that we owe $9,327.26 instead for the upcoming cruise. These reps we finally reached gave us emails to send documentation which appeared "invalid" when we tried to get back to them. This a.m. I tried again to reach Azamara--their ************ # shifted me immediately to a survey about future cruises and to a *************** when I hit 0 or said operator.I tried writing on their contact page which went dark and sent me back their main #*** number. We have to pay by Aug. 28th. Can you help us? I have tried to attach the original bill. I can email it to your representative if this attachment didn't come through properly. It shows the date, cruise confirmation and bill from last January.Thanks in advance for your help. We are Azamara Circle members (repeat cruisers) as well, # ********* and #*********.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been trying to receive assistance for a cruise that takes place May ****. I have completed the Contact Us form on their website on 7.14.23 and again on 7.26.23 with no response to date. I sent numerous emails and was told to call a phone number, which I did and no one answered. I asked by email for someone's contact information many times. I asked for management - no response. I am trying to book a cruise and NO one is helping. I don't know what to do and now it feels like I am missing out on specials offered. This is starting out terribly - it is causing me concern and pause if this is how they treat their potential customers. I thought management should be aware of this situation. HELP please.

  Customer response

  09/05/2023

  Not surprised - my same experience.  I will never do business with them and others should be warned. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I cancelled a cruise (#******) on May 19, 2023 and requested a refund. I am aware that there is a cancellation policy of $75.00 per person which will bring the money owed to me to $950.00 which I still have not received on my original source of payment.I have called and emailed severel times to inquire and to date all I am told is that the refund is "pending" and it can stay pending for 6 to 7 weeks. Once the pending status is completed it could take months until the $950.00 is credited to me.This is patently unfair to me...why does Azamara get to use my money?I want my $950.00 refund processed immediately and the credit put back on my *****

• Initial Complaint

  06/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We have "future cruise credits (fccs)" for $5,095 received in early 2023. These were given to us by email and wanted to use them for a future **** cruise. When we tried to use them it took several days for the to find them because the are transitioning computer system. When they finally located the FCCs we were then informed that they couldn't be used for that cruise because they expire in Dec 2023. We tried to get this writing but this never happened.Not wanting to lose the FCCs, we then attempted to book a 2023 cruise - however, again the FCCs could not be found because of the computer issues. We attempted to book on May 22, 2023. We keep waiting and have now engaged a Travel Agent who is also having difficulty even reaching the company to find out what's going on.They promised us a call back by Jun 23 which is passed. So the issues are:- We want the FCCs to be honored but they keep losing them - We can't reach them by phone or email anymore - My travel agent is not able to reach them anymore - The FCCs will expire end of Dec 2023 (the FCCs were issues by email and there is no expiry date identified on this).We are not able to do anything at this point and will lose $5,095 because there is no way to book a cruise with the FCCs before the expiry if they won't respond to our emails, won't contact by the dates they promised and won't take our phone calls.*********************** *************************

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Cancelled cruise on May 18, 2023 within timeframe for full deposit refund of $2,200 less $75 per passenger (Total of $150). Initially told refund to credit card would be in 10 days. Checked after 10 days and were told refund would now be 30 days. It has now been more than 30 days. The customer service phone number goes immediately to recorded on hold messages. Wait time on hold has been up to 5 hours of unanswered over several days..

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩