Report Abuse

“Iglu's customer services team and the head of customer...”

written by on 21/12/2010

Iglu's customer services team and the head of customer services, offered extremely poor customer service. I have spent probably three hours on the phone to them trying to resolve a booking issue - I specifically agreed with the sales agent to fly on a scheduled flight, however, the flight confirmation I have been sent two weeks before departure is for a charter flight. Iglu cannot and will not either change the flight or offer any financial recompense (including a contribution to ski equipment hire / lift ticket as I suggested). What was more disappointing was the attitude of the head of customer services - he was not willing to check the details of the booking to verify, there was no recognition of the issue and stated that the final position was no change and no compensation. With respect to me paying Iglu for the ski hire and lift tickets, his position was "this is a service we don't make any money out of so you can do what you like". So much for booking a holiday for the all round offering!

To top the experience off, the head of customer services hung up on me. Perhaps this is a reflection of Iglu's attitude to their customers?

We've not even departed for the airport for our holiday and I am feeling aggrieved!

In short, Iglu's attitude to customer service is terrible at best. It's not an enjoyable, stress-free experience.