MY ACCOUNT FREQUENTLY ASKED QUESTIONS

Transcription

1 MY ACCOUNT FREQUENTLY ASKED QUESTIONS ENTERPRISE TRANSFORMATION

2 ABOUT THIS GUIDE This guide will help you answer some frequently asked questions regarding our new My Account. About My Account Le Club Voyage Loyalty Program Password/ Login Issues Additional Questions QUICK REFERENCE GUIDE MY ACCOUNT

3 ABOUT MY ACCOUNT

4 FREQUENTLY ASKED QUESTIONS. Q: What is My Account? A: My Account is the universal portal that lets you manage your voyage details and loyalty information using a single account (your address) across our family of brands: Azamara Club Cruises, Celebrity Cruises, and Royal Caribbean International. Q: What is required to create an account? A: If you don't already have a My Azamara account, create a new account by providing your name, date of birth, address, and password, and answer a security question. Q: What if I already have a My Azamara account? A: If you already have a My Azamara account, just sign in using your existing username. You'll be guided through a few updates to your information, including changing your username to an address. Q: What if I have an account with Celebrity Cruises or Royal Caribbean International? A: If you ve already registered with our sister brands, please use the same address to login to My Account. Q: What are the benefits of the new My Account? A: My Account allows you to use the same address and password to sign in to Azamara Club Cruises, Celebrity Cruises, and Royal Caribbean International websites and mobile apps. Some new account features include easier password recovery and access to personalized digital experiences that will be rolled out across the fleet. Q: What information can I access in My Account? A: Through My Account, you'll be able to view your upcoming and past cruises, account-related personal information, and loyalty information, and also control your communication and privacy options.

5 FREQUENTLY ASKED QUESTIONS. Q: Do I need an address to create an account? A: You will need to have an active address to create a new account. Q: I've never had a My Azamara account, so do I now have to create an account? A: You're welcome to view our website without My Account, and then have your travel professional or one of our agents book or update reservations for you. To make reservations or changes yourself using our website, you will need to have an account. Q: Where do I update my mailing address? A: We no longer store your mailing address as part of your account. You'll be asked for your current address when you check in for each cruise.

6 LE CLUB VOYAGE LOYALTY PROGRAM

7 FREQUENTLY ASKED QUESTIONS. Q: Why don't I see all my Le Club Voyage details on My Account? A: Occasionally, guests may need to manually link their Le Club Voyage account to My Account. To do so, locate Le Club Voyage member? next to your name and enter your Le Club Voyage account number in the field. You may find your Le Club Voyage number in past Azamara Club Cruises s. Please allow up to 24 hours for your Le Club Voyage information to appear in My Account after setting up a new account or adding your Le Club Voyage number. Q: Why can't I link my Le Club Voyage account to my My Account? A: The last name for both accounts must be identical for accounts to be linked. To change the last name used with My Account, sign in and go to the Settings page to update your name under "Personal Information." To change the last name associated with your Le Club Voyage account, please call or us for assistance: (LECLUBV) or LeClubVoyage@Azamara.com. Q: Where can I see my past voyages? A: Sign in to My Account and navigate to the Past Voyages tab, where you will view your past voyages in chronological order as well as the reward points earned per voyage. You must have your loyalty number entered to see past voyages. Q: Why can't I see all of my past voyages? A: If you ve already registered with our sister brands, please use the same address to login to My Account. Q: Can I view my loyalty number for Azamara Club Cruises, Celebrity Cruises, and Royal Caribbean International in one place? A: My Account allows you to see your Azamara Club Cruises, Celebrity Cruises, and Royal Caribbean International loyalty numbers in one place by going to the "Personal information" screen under "Settings."

8 FREQUENTLY ASKED QUESTIONS. Q: Where can I find my complimentary nights? A: If you ve recently moved up in loyalty tier or reached a loyalty milestone and earned complimentary nights, please contact us at LeClubVoyage@Azamara.com to confirm your reward and apply your complimentary nights to a new future booking.

9 PASSWORD/ LOGIN ISSUES

10 FREQUENTLY ASKED QUESTIONS. Q: What do I do if I can t reset my password using the security question or link? A: If you have a new or recently updated account and need to change your password, or if you're having trouble resetting your password, please call (855) (AZAMARA) for assistance. Q: Is the answer to my security question case sensitive? A: No, the answer you provide for your security question is not case sensitive. Q: Why am I getting an invalid credentials message when I try to sign in? A: If you have not been asked to change your username to an address or update other account information when signing in to your account, you can still sign in using your existing username. You'll be guided through a few updates to your information, including changing your username to an address. Q: Why am I locked out of My Account? A: You'll be locked out of your account after ten (10) failed attempts to sign-in or, when resetting your password, ten (10) incorrect answers to your security question. You may reset your password at any time by selecting the "Forgot password?" link on the sign in page. Please call us for assistance if you continue to have trouble accessing your account: (AZAMARA) Q: Is my password case sensitive? A: Yes, passwords are case sensitive.

11 ADDITIONAL QUESTIONS

12 FREQUENTLY ASKED QUESTIONS. Q: How can I add a voyage reservation to My Account? A: Sign in to your account, and from the "Upcoming Voyages" tab, select the link to add a voyage. You'll need to enter your last name, date of birth, and reservation number. Q: Why don't I see my voyage details after linking the reservation to My Account? A: If you're not able to manually add a voyage reservation to your account, please check with your travel or direct booking agent to make sure they provided accurate information when they initially made the reservation. Q: Who can I call or for additional assistance? A: For further assistance, please call (855) (AZAMARA) or us at guestaccount_help@azamara.com. Q: What if I share an address with someone? A: My Account will only show the primary user on the account. You will not be able to share an address across multiple accounts and will need to create a new account using a different address.