We have used Iglu a number of times and did so again for a Xmas cruise on the Queen Elisabeth. This time, several instances of feeling being ripped-off" as Iglu were less than honest over several 'cost' related aspects of the cruise. Once these were referred back to Iglu, Iglu has hidden behind its commercial agreement with Cunard in terms of explaining the "anomalies". We no longer trust them or will do business with them again. With Iglu and Cunard, watch out for hidden "nice little earners! for both parties. These can add £1,000s of unexpected costs to your cruise. Examples include hidden gratuities; being encouraged to pay for upgrades that do not materialise; the policy of no on-board spend for anyone [except those that get it] and being talked into buying higher priced tickets that guarantee a discount if the price of the cruise drops - of course the price never drops as they give 'secret' gift-vouchers instead. At the very least, a sleight of hand. Potentially illegal.

recently booked a cruise with iglu, however when I rang them after additional offers were added they did not want to know ,kept fobbing me off saying they would call me back, had me waiting on end of phone for half an hour ,were no help at all, even lied and said the price had gone up when I had price on laptop in front of me on official cruise website, will never book with them again.

Beware! I booked a transatlantic cruise around the Caribbean for my Mum's 60th birthday and she was over the moon and very excited. The problems began when unfortunately her leave from work was denied and we needed to move the cruise. I called their customer care centre who informed me that we would be charged £75 per person to change the booking which was disappointing as other cruise lines such as Fred Olsen waiver the fee if the replacement cruise costs more. We decided to go ahead and book an alternative Royal Caribbean cruise with Iglu and pay the administration fee. The price of the new cruise advertised online was £1110 each but we were told that the price to be charged to us would be £1514! This was apparently because we were not 'new' customers. Quite unbelievable since we actually have not travelled with them before so did consider ourselves new. We were advised that the best thing to do would be to cancel the original cruise, loosing our deposit and re-book as this was the cheapest way. We didn't feel like our business was at all valued and they were happy to lose us as customers. Sadly these hiccups really made this a chore and took the shine off something that was supposed to be a lovely experience for my Mum. Please make sure that you are absolutely certain before you book with Iglu as I wouldn't want other people to fall into the same trap.

Wanted to book with Thomson but kept getting diverted to Iglu so WRONGLY assumed that I had to book a Thomson cruise through them. Their prices were £260 more for exactly the same thing that Thomson and Cruise Direct were quoting. I had just booked with Iglu when ten minutes late the other much cheaper quotes came through! I felt physically sick and phoned to complain, as you can imagine Iglu were very off-hand with me and said it was too late and they also told me that gratuities were not included, even though Thomson advertised the cruise as gratuities included. Their mark up prices/commission are extortionate - AVOID AT ALL COSTS - wish I had.

We've booked through Iglu before. I can't recall a problem. This time the booking went fine. A very helpful advisor took our Cruise booking in about 20 mins. Wow did things change!! After that staff were very cold when booking additional packages. The documents came through and we found it was Easyjet. Ok.. he didn't actually tell us that, nor did we say we didn't want Easyjet, but when we queried this later the rep insisted we were told so. After that it just went downhill. Dinner bookings were made in advance tehn Iglu claimed they couldn't be booked in advance. Staff were positivly aggressive when querying this, answering questions with counter questions. Finally when I phoned back to get info on complaints proceedure the staff member hung up. Oh .. and Iglu complaints page was off line. Surely the prime requisite of such staff is to resolve problems.. not make them? We cruise frequently. I've been stuck in a cold buss shed waiting for a transfer for 6 hours and not had cause to complain, but never had a problem like this before. (And before the holiday starts!!)

I booked with a very helpful lady. Received an email confirmation which advised I should received the cruise company's confirmation by a certain date. When I did not receive this I phoned and spoke to customer services, who insisted the confirmation had been emailed to me, and suggested I might want to check my junk mail etc. After much toing and froing and repeatedly sending me the original email, I finally received the confirmation I had been waiting for. Several months later, I received the parking voucher, for the free parking which was part of the deal. My husband had changed his car in the meantime, so I phoned through the information and was told I would be sent replacement docs. After not hearing anything, I emailed the info and immediately received new documents. On checking several days later I found I had mistyped the registration, and emailed requesting a replacement. I had a reply telling me they had already done this. I have sent another email which has been ignored, tried to phone but lines have closed (even though message tells me they close at 8pm and it is well before that time). Will not book through iglu again, customer service is appalling!!

I have also had a problem with a cruise booking made with this company. I booked a cruise for November and had a future cruise certificate, I gave the reference number over the phone, and thought all was well. Just had a phone call from Iglu and my cruise has been booked with no future cruise deposit which included OBC of £200.00, they are basically calling me a liar and claiming that I never gave them reference number over the phone. I thought that all calls were recorded. I have sent two emails and still no reply !!

First person I dealt with on the booking seemed fine and helpful. Only trouble was he didn't get the email address right and it took 4 phone calls to get it changed to the right one. Then the booking came through as the wrong date. That took 3 more phone calls to get changed and at the time of writing I still haven't had an accurate cruise confirmation email. Am hoping that when the etickets are issued they are for the right date but have little hope. Back to the Bolsover Cruise Centre next time!

After booking and paying in full 3 months in advance, a non-sensical e-mail arrived from Iglu. After 4 telephone calls and being accused by a Russian or Polish advisor that I was racist(!) I worked it all out for myself. Still don't know whether my parking which was promised me at the time of booking is confirmed. Hope I don't have more unpleasantness. After-Sales staff need some serious training.

We were very happy with Iglu's service on our recent trip on the QM2 from Cape town to Southampton. We had all the support we needed in the period up to departure: they were polite, prompt and efficient in everything they did or we asked them to do and the whole experience exceeded our expectations. We have always had an excellent service from them and have no hesitation in recommending them to friends.

I feel like many reviewers on here- yes we got a great price but the agent was rude and unhelpfull. I was basically called a liar even though the calls are meant to be recorded . Even the MDS are not interested. would never book with them again.

Iglu prices are really good but they refuse to confirm any quote by email. How can you accept a verbal quote that could alter considerably and you would not have a leg to stand on.Even though I could have saved £500 I refused to book with them I was told it was company policy not to confirm prices!!!

I booked a Baltic cruise with Iglu for August 2013. The TA was very helpful at the time and gave me his direct telephone line should I have any problems or questions in the future. This was six months ago and when I phoned a few days ago regarding the booking of Celebrity tours he was very curt and said it was nothing to do with them as I had booked the day tours with Celebrity. Now he may well be right but he could have been more polite about it, he could not get me off the phone qick enough and I really do mean in seconds I will never book anything through them again.