Complaints

• Initial Complaint

  01/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  RE: Azamara Cruise 12.5.2020 Our location is *********, This Cruise was cancelled due to covid, we were to fly to ****** to pick up the Cuise, at the time we were offered 50% refund and 50% future cruise credit, the future cruise credit must now be taken by 30.6.2023. No full refund was offered to us. No further updates from them, i have to keep ringing to obtain the latest cut off date for the cruise credit and often receive varying or incorrect information. Many contact emails have been sent since 2020 to resolve this with no answer.As we are in ********* and due to further covid outbreaks the date to plan a cruise using the future cruise credit needs to be extended or refunded, our money has been with them since prior to 2020..

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My husband and I completed a cruise on Azamara Quest May ****, 2022 from **** to ******. Reservation **********. I contacted ***** on the ship on May 18th. Guest relations said all expenses related to quarantine would be reimbursed. I asked for but received no guidelines. It has been 7 months, and I have sent all receipts at least 4 times, have emailed and called too many times to record. I either get dropped, transferred to another department that can't help me, or ignored. We did buy Azamara's cruise insurance. I have yet to receive one ***** for having to change our flights, quarantine for 10 days, etc.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 9, 2022 **************** at ********************** sent me an email indicating that they had approved a refund of approximately $8000.00 for redemption of "Future Cruise Certficates". My wife and I had booked a cruise initially in 2019 that was canceled because of the pandemic. Azamara has been holding onto this money since then. I have spoken with customer service agents on four occasions since the email was sent and am repeatedly told that the refund will be sent soon. It often takes a half hour or more to get a customer service agent on the telephone and they are never comital regarding when the refund will actually occur.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  my husband and i paid for an Azamara cruise for december 2021 due to a health problem with my husband we were unable to take the cruise. we paid for insurance in case there was a problem and we were unable to take the cruise. i requested a breakdown of the charges to send to the insurance company (see attachment) the form provided by azamara said the insurance company was responsible for$10,958.80 and azamara was responsible for $1466.80. my **** reflected a refund from azamara in december for $457.98 and $180.82 see credit card summary. i spent more than 20 hours between december and march (mostly on hold) trying to get the rest of the money i finally received $8480.00 from the insurance company ( the remaining balance on $10958.80 was insurance costs and not refundable and i agreed). in march 2022. i am still waiting for the money that Azamara is responible for.i have spent more than 22hours on the phone trying to resolve this problem. in may 2022 i again spent 1 1/2 hours on the phone with azamara and they said they would send me an additional $122.27 which makes the total they are sending me $761.07 which by their own paperwork is short $705.73. when i complained they transfered me back to the insurance company which had closed the file as they sent me the amount owed according to Azamara. i am fed up trying to resolve on my own and would like help with this matter

  Customer response

  06/02/2022

  Please see attached. 

• Initial Complaint

  05/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Around April 28th, Azamara decided to alter their policies to require that "all guests must be vaccinated." We have now learned that our 18 month old son cannot go on the cruise, even though children under the age of 5 cannot be vaccinated. The entire reason we were willing to reschedule to 2021 and then to 2022 was so that our son could go on a cruise before he has a major orthopedic operation in the fall. Azamara customer service phone hold times are in excess of two and a half hours and Azamara has not replied to any of my email messages. I am amazed at this complete and utter lack of customer service from a company who holds themselves out as a "Luxury" cruise line. The sole employee who I was able to speak with suggested we get a babysitter. We would not have booked with Azamara had they told us that our kiddo would not be able to go. Rather, throughout booking Azamara continually informed me that children older than 12 months are welcome aboard all cruises. Azamara continues to advertise children cruising (e.g., as is shown at https://www.azamara.com/blog/sailing-children-onboard-azamara?msclkid=9ebad040cf0a11ecbef91872674a36b0).I believe it is reasonable to ask for a refund for the cost of the cruise as well as the money we will lose due to the hotels and flights.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  October 30, 2021 I purchased the Azamara Quest cruise from February 15 from ***** for seven days. When booking cruises, I purchased a promotion with a 20% discount, an increase in the level of drinks to premium, and $500 onboard credit. I booked directly through the cruise company's website. By clicking on the promotion link on the site, I came to the list of cruises that participate in this promotion. One such cruise was the February 15 cruise from *****. The terms of the action were to pay for the cruise until October 31. I made the Reservation and full payment on October 30th. Upon arrival on the ship, I learned that I had not received participation in this action. Instead, I have included in the promotion "last minute order", which provides a much worse benefit. I dont understand the types of cruise company promotions, and I cant determine by the name of the promotion what benefits it includes. My steps were as follows. I clicked on the promoter's banner (-20%, premium beverages upgrade, $500 onboard credit). The website redirected me to a list of cruises that are participating in this promotion. I chose the cruise for February 15th. Guest relations on the Azamara Quest now informed me that I had chosen the wrong promotion. BUT AT THE **** OF BOOKING THERE WAS NO OPTION TO SELECT PROMOTION ON THE COMPANY WEBSITE!!! Indeed, the booking does not indicate that this promotion was applied to my booking. But I have screenshots from the cruise line's website about participating in this promotion, which I took at the time of booking (an attached photos ## **, 02, 03, 04, 05).It indicates that all cabins from Ocean View and above are involved in this promotion.This promotion was extended by Azamara cruises and after November 1, 2021, which is confirmed by their newsletter of November 1, 2021 (photo No. "05 Azamara Extended Promotion").In addition, this promotion is listed in a cruise on February 15 on www.cruise.com (photo # "06 Cruis.com").In a

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