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Iglu cruise

165 The Broadway

London, SW19 1NE

United Kingdom

Planet cruise

Northarbour Rd

Portsmouth PO6 3TD

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I cancelled our cruise on 02 03 22, and I'm still waiting for a refund.

I rang customer service, an automated message asked for people to" refrain from phoning the company as they were extremely busy" and to use their online chat service.

I've been trying for days, at one stage I was 45th in the queue so left that.

I've also been disconnected when waiting in the queue.

Today...I went from 28th in the queue to 5th, and you guessed it, I was disconnected.

So I thought, I'll email them., I had a reply back saying they no longer monitored emails and, please use the new, more efficient online chat service! Grrr

8 replies to this topic

I found a comment on trust pilot was good for a reply. There is a whole facebook page dedicated to problems with Iglu,, Good luck

Thank you for your reply, much appreciated. Any idea what the Facebook page is called?

Report them to ABTA ... spots and leopards etc.

DIRE CUSTOMER SERVICE.

extremely easy to book and pay deposit, but since then struggling to speak to anyone who can help with a possible amendment, have complained online to their chat rep - someone supposed to call me back….we shall see. have e mailed the ceo richard downs. in the meantime BE WARNED THERE IS NO CUSTOMER CARE E MAIL ADDRESS and there is NO E MAIL ADDRESS FOR COMPLAINTS. i feel sick. i wish i had seen all the negative comments before paying deposit. having registered complaint with on the chat facility, was told it can take 28 days for anyone to deal with the complaint - however, that takes me beyond the time in which i am supposed to pay the balance. I WISH I HAD NEVER BOOKED WITH THIS COMPANY. - have it in writing THAT THERE ARE NO MANAGERS OR SUPERVISORS AVAILABLE TO SPEAK TO ON THE PHONE and THAT THERE IS NO PERSON TO SPEAK TO ABOUT COMPLAINTS. AWFUL! AWFUL! AWFUL! be aware that if you want to speak to anyone about amendment, the phone is answered by salesperson, who cannot help - it has to be passed through to another department AND NOBODY ANSWERS THE PHONE. i tried several times. spent about 3 hours trying to sort things. i have left my comments on TRUSTPILOT. if i do not receive phonecall in the stated time, i shall pass issue over to mastercard as i do. not trust this company. i am concerned that if i have a problem after paying the balance, i will be ignored. as i read all the comments from others about waiting and struggling for a refund, i am experiencing a real feeling of doom and trepidation

They were awful when covid first kicked off but i thought they had sorted things by now. Obviously not. I waited 4 months for a refund.

it is all well and good us having debate amongst ourselves and hopefully others can benefit from our

experience - but the point is, does anyone from IGLU read these reviews and attempt to rectify matters? i.e.

their dire customer service. member of staff told me they are all working from home and no managers or supervisors could be spoken to on the phone because they could not be contacted, this was confirmed in writing on the online chat. incidentally, i asked for the conversation to be e mailed to me - so there is no debate about what was stated. i think it profoundly upsetting that the lead up to a potentially happy experience, should be marred. some people have not been on holiday for years because of covid - but is covid going to be used as an excuse for shortage of staff and shoddy service until the end of time?

I booked a cruise in July for four people, 2 of the people couldn't travel as they contracted Covid. We were told we would get a full refund after the cruise finished on the 30th July. It would take 14 days from when Planet Cruise received the funds from the Cruise liner. So we went ahead and booked another cruise at the beginning of August. Again 2 members couldn't go on the cruise so we cancelled the cruise for 2 people and again was entitled to a refund for 2 members.

The cruise liner refunded Planet Cruise middle of August and Planet Cruise have not repaid the fund for the first cruise for 4 people or the 2nd cruise for 2 people.

They keep fobbing us off each time we call, say that they will escalate to Accounts but still won't commit to a date that we will receive our refund.

Now complaining to ABTA as we are getting nowhere with Planet Cruise .

How they can hold on to passengers refund from the cruise liner past 30 days is beyond me. They are breaking the ABTA's code of conduct, regulation 6H.

thank you for your comments. i am sorry you have had issues. i am arguing with them because after i paid over phone on credit card my deposit, i received confirmation e mail for deposit and FINAL BALANCE DUE amount. today i had e mail saying when balance is due to be paid, with a different higher amount. i queried and was told that the statement had not been complete and a 2nd e mail had been sent with the higher amount.

RESOLVER to help? have found them excellent in the past

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Reviews 4.8.

43,924 total

Most relevant

Easy to book and without any issues.

Booked 4 cruises from Iglu already including a fly cruise and three UK departures. Recently booked one for May 24 and one is Apr 25. Booking online have already been straight forward and if I do have questions after booking, they responded in good timeframe. Would recommend others.

Date of experience : April 18, 2024

Very helpful and knowledgeable

Thank you Dom going the extra mile to help us tailor the cruise and stay options we wanted. Talking us through the options and guidance from your own experience. Now looking forward to a holiday of a lifetime on the other side of the world can’t wait.

Date of experience : April 23, 2024

Iona cruise

Friendly, helpful service. Peter was very knowledgeable and gave clear and honest advice. He called at the agreed time and listened to what we wanted before offering alternatives. Great service.

Date of experience : April 24, 2024

Helpful and informative customer service.

Richard at Iglu was extremely helpful. On booking he provided information I was not aware of such as the coach Ambassador laid on for getting back to car park…(cruise from Bristol to Liverpool). Help appreciated and would book with Iglu again.

Date of experience : April 22, 2024

Great service

Online selection was straightforward & as I'd saved my selection for later The Iglu rep called found me a better cabin & placed the booking. all very easy so thank you

Date of experience : April 16, 2024

Very pleased everything booked to my specifications

Dan was very helpful and sorted out my specific requirements for a hotel booking, and guided me through the choices available. Hotel and cruise now booked to my satisfaction and very quickly. A great experience today.

Cruise booking at its best.

Maddy had great knowledge of the ship which was very useful when deciding the best deck and cabins to suit our family requirements.Maddy also has a great personality which gave confidence in her advice and suggestions and was the difference between booking directly with P&O or Iglu.

Helpful, cheerful and patient!

Straightforward- booking process as had problems on line with both Marella and Iglu site on phone !! Cheerful , helpful and patient as we trying to make decisions when given choices!! Great advice ! It was lovely to speak to you and share our excitement!!

Date of experience : April 21, 2024

Very helpful and well organised in booking P&O cruise , very knowledgeable and made sure we had everything we needed before finalising the booking Thank you 10/10 for service

Date of experience : April 25, 2024

Amazing deal price & sales lady Wendy

Amazing deal price, phoned and spoke to wonderful lady called Wendy. she sorted us out and gave us parking discount code, info on ports and how save on trips. We booked with Iglu 5 times now and they always look after us.

great service and price matced

I saw this cruise around £100 cheaper on a couple of other sites ,but as we have used Iglu a few times I gave them a call and Angela matched the price instantly

Date of experience : April 15, 2024

Ŵilliam Stacey booked our cruise and…

Ŵilliam Stacey booked our cruise and could not be more helpful. Advised on cabin booking, transfers and was very pleasant to deal with even though it was very close to closing time.

Great advice and easy booking.

Great advice and booking process was clear and concise. First time using Iglu and really impressed how helpful they were. Special thanks to Helen, our Advisor.

Good value and good service

Sam was really helpful with the booking of 5 of us into 3 cabins - the website kept crashing!. Was cheaper to book with Iglu than directly with cruise company

Great customer service every time

The agent was very helpful and found just the right package for us. It was not a straightforward request but she managed it as if it was an everyday request. I would recommend Iglu Cruise to anyone looking for their perfect cruise holiday

Staff reward

Great staff contact from booking through to going on holiday. I had an issue at the airport and BA staff were not interested in helping but Carli from iglu spent most of the day resolving it for me. What a star employee.

Fantastic Service

Iglu Cruises is a company we have booked through for many years! The level of service we have received on every booking has been fantastic. Having a personal dedicated cruise consultant assisting you, really helps them to get to know you and your requirements for your family. Recommend using them for your next cruise booking.

Very friendly members of staff Sam who…

Very friendly members of staff Sam who had been allocated our enquiry wasn't available when I rang but his colleague said he would ring back in a few minutes which he did. Very helpful went through everything and made sure it was what I wanted

Date of experience : April 20, 2024

Booking my cruise with Iglu was quick

Booking my cruise with Iglu was quick, easy and trouble free with this professional team. They were able to answer all my questions and very informative. Really looking forward to my cruise later in the year.

Useless company service …

This company were given simple instructions. They have made a huge mistake in the booking. Two phone calls to the support team, one email and a website query sent. Still no reply from the admin team. I have been told that the admin team do not have a direct number and iglu staff cannot speak to them. I asked to speak to a manager to discuss that their staff need somewhere to go with questions, she refused and put me on continuous hold. Oh the delights of a foreign call centre. The most unhelpful company going.

Reply from IgluCruise

Hi Liz, thanks for leaving a review. We are deeply sorry to learn of the mistake made with your booking. We do treat feedback of this nature incredibly seriously, and would like to assure you this is always followed by action, to ensure the matter is addressed. We understand the frustration this has caused for you. Upon a review of your booking, we are pleased to see this matter has been resolved, and an agent has called you to address and resolve your concerns. Thank you for taking the time to share your feedback with us. We welcome all comments to help us improve our service. We hope you have a fantastic cruise. Kind regards