IGLU Cruise Reviews - www.iglucruise.com

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Latest Reviews

★★★★★

“No problems”

Written on: 30/06/2015 by Lorraine2322 (1 review written)

Just returned from a Celebrity Cruise arranged through Iglu Everything was arranged correctly by them After booking I needed to contact them for some special requests - each time I spoke to someone different and nothing was too much bother for any of them I would definitely book through iglu again Thank you and well done Iglu… Read Full Review

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★☆☆☆☆

“Inefficient & couldn't care less about customers”

Written on: 05/06/2015 by AlanaLucas36 (1 review written)

Having had our confirmation paperwork sent five times because of their errors (only one time was due to airline imposed changes) I then had problems paying the final balance for our trip via their website. I was asked to email a complaint as the staff member had herself highlighted internally the issues I had raised. Having wasted my time doing this, my complaint was completely ignored! While I have better things to do than waste time complaining I am disgusted that having been asked by a… Read Full Review

Maisie-Jane's Comment

Written on: 01/08/2015

We also have had a real fiasco booking with iglu. Though I would not wish you to have had a bad experience in some ways I am relieved to hear that we are not the only ones.Though we have had attempts at considerate treatment from some staff, when they go off duty and issues are passed on we are treated like idiots. (And perhaps we are, for handing over money to this company).
We booked two cruises at the same time, for Britannia, over a year ago, there have been problems with both bookings. We've had one of the cruises, which in itself was a lovely cruise, though the booking was error after error, and traumatic. One would have thought that iglu would have taken more care with the second booking, however this process has been worse, The latest, in a series of errors, is that we are not booked onto the premium economy seats on the flight back from Barbados, which we requested when we booked well over a year ago. We are told by p&o that iglu failed to pass this element of the booking on. Due to health issues, we would not have booked a fly cruise without premium economy flights, yet it looks like it's like it or lump it now, though we have been told we can have premium economy if we fly into an airport over two hours away from us (not suitable). I'm wondering if by not passing this element of the booking on they have broken their contract with us, we are so over it with them that we would happily cancel this cruise, if we could get our money back.

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Denmarcjm's Comment

Written on: 01/08/2015

Try involving the Customer Relations Manager - he eventually accepted that the service we suffered was wrong.

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★☆☆☆☆

“Name Change”

Written on: 12/05/2015 by Fiona12 (1 review written)

I am due to travel on the 23rd May 2015, (booking ref 428556) via Royal Caribbean booked by Igly. I contacted Iglu on the 8th May to advise I would need to carry out a name change to my booking as my partner was denied his visa. The operative said she would speak to BA as new tickets would need to be issued, she then came back with a price of £840 after we had already paid £1295 each for this booking. I verbally agreed to the name change as there was not much I could do seeing as my partner… Read Full Review

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★★★☆☆

“Depsit”

Written on: 23/01/2015 by 314Garza (1 review written)

Why does iglu ask for full payment at 120 days before cruise, whilst others and cruise lines request it in 90 days… Read Full Review

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★☆☆☆☆

“IGLU CRUISES - An embarrassment to the industry”

Written on: 14/12/2014 by AntonyWd (1 review written)

When you look on the internet, there are a number of reviews of this company - the one that rings true with me is , "good at taking your money, after-sales forget it." I have booked a cruise with them on 17th January 2015, at least that was what was advertised. "Fly out 17th January, Dubai 18th January, sail 19th January -eight night holiday." Not with IGLU it isn't. Fly day 2 on ship around midnight day 2/3, the advertised 8 night cruise has become a seven night, six day holiday. I work in the… Read Full Review

Annestrike's Response to AntonyWd's Review

Written on: 15/03/2015

I like you am disgusted at how they handle business. I had a letter for them , looking for an address when I came across all the negative feedback, never again would I use them. Needless to say I still have had no response to the above particular letter. I have never after 37 cruises, had the stress these guys are giving me. Deposit was asked £50, very short time asked for balance which we gave, only to find out iglu are still sitting on our funds, thus we cannot complete registering on line to get our sea passes downloaded. I have no confidence in this company and looking for trouble down the line when we want E Docs.




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E.mclaughlan's reply to Annestrike's Comment

Written on: 05/08/2015

I also can idently wtih both your complaints , I booked a 16 night cruise that has now turned out to be a 14/15 nights. I have been dealing with this complaint from June ( still to avail. ) The customer care has been appaling , I will never use this company again , and yes they are a total embarrassment to the industrty .

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★★☆☆☆

“Book direct with cruise line where possible”

Written on: 10/12/2014 by BobbingAbout (1 review written)

We misunderstood that there were no cabins left on a cruise aboard the Marco Polo. Iglucruise however still had some so they were able to book us 2 cabins. We then discovered Cruise and Maritime had plenty of cabins in the grade we requested. I tried to change cabins via Iglucruise and also Cruiseandmaritime but could not as we had booked with Iglucruse as our agent. We got the lowest deck which are the worst cabins even though there were actually plenty left to choose from if we had gone… Read Full Review

Peter Iglu's Response to BobbingAbout's Review

Written on: 07/01/2015

We're sorry to read that you were disappointed with where your cabin was allocated.

It is usually the case that we as agents for Cruise & Maritime will have access to all their available cabins - we are not given specific staterooms to sell on, on the cruise line's behalf. With that in mind, I would be happy to look into this matter further to better explain our position should we be given the opportunity.

Peter
Iglu.com Ltd.

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Bobbingabout's reply to Peter Iglu's Comment

Written on: 15/01/2015

At the time (just after we booked with Iglu) I listed every cabin that was available after we booked but have now lost the list. There were a lot of cabins in the category we booked. We were sold a cabin on the Caribic level which is the lowest level in the ship and the cheapest and least attractive cabins to be in. They would normally be the last to be allocated. We feel that if we had booked with Cruise and Maritime, they would have allowed us to choose a better cabin. We were told by Iglu that these two cabins were the only choice we had. The cabin was no cheaper with Iglu so there was no benefit and was in fact a worse way to book in my opinion. Also, as we had not booked direct, Cruise and Maritime were reluctant to talk to us, even saying we could not book parking direct with them as we had not bought the holiday direct from them. I would always book with the actual cruise line in future.

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★☆☆☆☆

“Enquired about cancellation and lost our holiday and 1K”

Written on: 30/11/2014 by Garyf2014 (1 review written)

We decided that due to an operation in January it might be a better idea to look into cancelling, and re booking or moving the date of our cruise. It seems that there are various policies for cancellation fees and changing the dates fees, so it was best to see what suited us. We'd had efficient email contact with a rep when booking the holiday so thought we would ask. The question said "We can no longer make the dates, is it possible to get a refund" The next email returned was " we have… Read Full Review

Peter Iglu's Response to Garyf2014's Review

Written on: 07/01/2015

I understand that this matter was resolved without the need for any further advice or action.

Kind regards

Peter

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★☆☆☆☆

“Charlatans ”

Written on: 10/11/2014

Just booked a thomson cruise via iglu. They beat the thomson price by £350 I was very happy until a day later I get a telephone call advising me they were now changing the price and wanted another £1000 but would accept another 500. They advised this was because my children were too old for the thomson age range....the Thomson website accepts their ages of 14 and 16 during the holiday. I have rang thomson and am booking through them. I am getting a refund from iglu but they have said they… Read Full Review

Peter Iglu's Comment

Written on: 07/01/2015

I am sorry to read about your experience on this occasion and would love the opportunity to address this in more depth. Please feel free to contact me at our offices.

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★☆☆☆☆

“Customer after care atrotious”

Written on: 07/10/2014 by DMagner (1 review written)

Customer after care is non existant, they promise to adress your complaint no later than 28 days, well that's not completely true, they are good when it comes to taking your money but not so quick to deal with any complaints when you return. Very dissapointed… Read Full Review

Donblackburn3's Response to DMagner's Review

Written on: 16/10/2014

Absolutely right!! We had the same poor experience booking an American cruise. Iglu are hopeless at telling the truth or dealing with issues after you have paid. Would never use them again. Beware!

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Peter Iglu's Response to DMagner's Review

Written on: 21/10/2014

Sir - I am sorry to read that you had cause for complaint on this occasion. I note that in this instance, we had indeed addressed and settled a concern prior to you travelling on your cruise at cost to ourselves.

I appreciate that in this instance we received correspondence upon your return asking us to provide a free cruise on a goodwill basis, something we simply were not able to do. We did provide a response to request within 28 days. I'm sorry that it was not the answer you wanted.

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★☆☆☆☆

“BEWARE IGLU INFO”

Written on: 29/07/2014 by DAVIDEFOWLE (1 review written)

I booked a Royal Caribbean Cruise through IGLU in January of this year (BOOKING REF 307943). They were very helpful and informative with the booking as we are first time cruisers. Part of the deal we got free parking at Southampton Port and Free Soda for the trip for my teenage lads. Please BEWARE of the free parking. This has to be booked by 4 months in advance and I was never informed by IGLU in their covering letter, even though they were keen to highlight the payment terms! My invoice from… Read Full Review

Peter Iglu's Response to DAVIDEFOWLE's Review

Written on: 21/10/2014

Sir - Sorry to read about your problems. We do have policy to inform our customers of how they can ensure that they are able to take advantage of the cruise line's free parking offers.

Contrary to your comments, I can see that the details for booking the parking were provided on our paperwork.

Please be assured that if a customer is unable to take advantage of the free parking deal offered by the cruise line, we do not benefit financially. After all, we want our customers to get the best value from their holiday.

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★☆☆☆☆

“asked for either a balcony or picture window ”

Written on: 24/07/2014 by Bianca368 (1 review written)

we asked for quote on a balcony or picture window on basically any ship going out in july - no balconys available but outside cabin with picture window on a guaranteed basis. - booked on the presumption that iglu staff knew their business but as it turns out they were only after making a quick buck. contracts sent through email and nothing in there suggested we were going to be downgraded despite the fact we could not book onto cruise personaliser. just 7 days before we were due to sail we… Read Full Review

Peter Iglu's Comment

Written on: 21/10/2014

Madam - thank you for your comments in this instance. Without knowing more about the case, there is little I say specific to your concerns. We would always like the opportunity to address any issues in the first instance.

You're correct in saying that it should not be possible to be downgraded in such instances. After all the cruise line are guaranteeing you a specific grade of cabin or above. It may be that there were porthole cabins within this grade and of course, we have no further say in the allocation of stateroom on such a deal.

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★★★★★

“Converted to cruising”

Written on: 07/06/2014 by AEJ1970 (1 review written)

Huge thank you to the IGLU team! Never cruised before, but the pre-information, assistance with booking and travel arrangements - and not least the fabulous holiday have well and truly converted me. As a newcomer to cruising the support from the IGLU team was invaluable in helping me work my way through all of the many different options to find the perfect holiday for me and my family. I found your web based information particularly easy to navigate with the right level of information. I… Read Full Review

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★★★★★

“FLY/CRUISE FANTASTIC WAY TO CRUISE”

Written on: 06/06/2014

WE HAVE TRAVELLED MANY TIMES WITH IGLU AND WOULDNT USE ANYONE ELSE TO ORGANIZE OUR CRUISES/HOLIDAYS THE STAFF ARE ALWAYS SO VERY HELPFUL WITH ANY POINTS YOU WISH TO THROW AT THEM DOWN TO HOW MANY PAIRS SHOES SHOULD I TAKE. WE HAVE RECENTLY RETURNED FROM A FLY/CRUISE ON VENTURA, THIS WAS OUR FIRST EXPERIANCE OF FLY/CRUISING, WE COULDN'T BELEIVE HOW EASY IT WAS, CHECK IN YOUR LUGGAGE AT THE AIRPORT AND DONT SEE AGAIN UNTIL ITS DELIVERED TO YOUR STATEROO, ON THE RETURN JOURNEY LUGGAGE IS PUT… Read Full Review

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★★★★★

“Excellent deal on p&o cruise”

Written on: 06/06/2014 by ItzelGregory214 (1 review written)

Got a superb deal on Ventura with the flights I wanted. All paperwork on time and v friendly service. This is my 6th booking with Iglu… Read Full Review

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★☆☆☆☆

“False misleading prices”

Written on: 17/05/2014 by Edgemeister (1 review written)

Looking at booking a cruise from their web site at £1999 as advertised on their web site, only to be told that price is no longer available, the new price us £3400!!!!!! During my telephone conversation it became completely obvious they couldn't care less, and told me their web site won't be updated till Monday that was at 10am Saturday morning. An iglu employee was supposed to call me back with the cost to upgrade my flights, needless to say that didn't happen, what a joke of a company… Read Full Review

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★☆☆☆☆

“IGLU Cruise”

Written on: 16/05/2014

I have been on over 10 cruise holidays with Celebrity Cruises and P&O Cruises, so I thought I would help my lovely mother to look online for a good cruise holiday and she found a suitable one on Iglu cruise. My mother and I called and spoke with an Iglu cruise agent and we decided on a specific and exact balcony cabin room number at the time of booking. The agent then confirmed the cabin room number we chose was fine and asked my mum for payment. My mum then paid for this specific balcony… Read Full Review

Cruise007's Comment

Written on: 16/05/2014

Subsequent to the above, I am glad to say that a senior member of the after sales team at Iglu Cruise has resolved the issue as far as possible. An alternative cabin of the same cabin grade was found, along with a small gesture of goodwill for the inconveniences caused. This senior member was very understanding and dealt with the matter in a professional matter.

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Barrymx5's Comment

Written on: 28/05/2014

Disgusting indeed. But don't expect much change out of ABTA old boys club. Simply a trade association to protect its members

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★☆☆☆☆

“Charlatans - just don't go there!”

Written on: 07/05/2014 by grandayout (1 review written)

The Iglu website advertised a cruise I was interested in for £499 so I decided to go ahead. Except when I came to actually book it had gone up to £549. So another £100 extra for two people. Then I made a booking for my mother in law who because she was travelling alone had to pay P&O's vantage fare. This had the option of free parking. So I asked for it to be included. But it's only included if you book 35 days before you sail So I tried booking it 38 days before - no the booking refence… Read Full Review

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★☆☆☆☆

“POOR BACK UP SERVICE”

Written on: 14/04/2014 by sandradonovan (1 review written)

We have booked the Regal Princess for the July 12 night cruise and last Saturday contacted the airlines to purchase extra baggage allowance. The Inbound flight with Easyjet was excellent £17.00 for another 20 kg bag. However, the outbound flight with Monarch wanted £235.00 for a 12KG bag and wont allow any more than that. So we have rebooked the outbound flight ourselves with Easyjet total cost of £299.00 for 2 passengers and 60kg bag in total. Iglu were not interested at all and offered us… Read Full Review

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★☆☆☆☆

“Iglu rubbish service”

Written on: 29/03/2014 by Cahill60 (1 review written)

I contacted Iglu customer service to book a cruise; the advisor gave an impression of could not care if I booked or not; the cruise price advertised turned out to be £200 pound more. So my wife phoned again the following day; the service and attitude was the same, just did not want to help; we contacted cruise.uk and the service was totally different; every call was followed by an email asking if we were satisfied with the service from the customer advisor, which was 1st class. Iglu? Never… Read Full Review

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★☆☆☆☆

“terrible customer service”

Written on: 20/03/2014

I had booked several times with Iglu in the past and had no complaints. Last year I tried to book a Cunard cruise with them and I was interested in a couple of potential cruises and asked the operator to check several prices in different category rooms. He was fine initially and very friendly. He eventually said 'Are you making a booking or not,I have wasted a lot of time on this call and I am busy'. I said I was intending to make a booking but I had now changed my mind, I stated I was shocked… Read Full Review

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