iglu cruise deposit

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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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IgluCruise   Reviews

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Reviews 4.8.

43,128 total

Most recent

Very helpful and informative

Date of experience : May 10, 2021

Reply from IgluCruise

It is great to hear you were happy with the service you received while booking your upcoming cruise with us. Thank you for your booking and for taking the time to provide us with your positive feedback. Kind Regards.

Paul was great

Paul was great, very helpful, especially since I called on Sunday afternoon. He was extremely knowledgeable too.

Thank you, Rod. We are delighted to hear that you were happy with the service that Paul provided. And we thank you for booking your P&O sailing with Iglu. Enjoy Iona - she is going to be an amazing ship!

Have used Iglu for all our cruise…

Have used Iglu for all our cruise bookings despite only one actually taking place. Always find staff on the phone more than helpfull to answer any questions no matter how daft they may seem. Prices for cruises rarely vary to much from one agent to another its just the service you get when ringing that makes the difference.

Jennifer sorted us out with a cruise in…

Jennifer sorted us out with a cruise in October this year She made it so easy and was so pleasant Thank you Wendy & Paul Coleman

We are so pleased to hear you were happy with the service you received from Jennifer while booking your upcoming Princess cruise. Thank you for your booking and for taking the time to provide us with your positive feedback. And have a wonderful time in October. Kind Regards.

The booking went excellent

The booking went excellent. Couldn’t fault the service at all despite getting cut off I appreciate it wasn’t the ladies fault. Booked several times with yourselves but this was by far the friendliest and yet professional service I have required

Wow, lovely review, thank you, Sue. It is great to hear you were happy with the service you received while booking your upcoming Marella cruise with Iglu. Thank you for your booking and for taking the time to provide us with your positive feedback. Kind Regards.

helpful company

although we were unable to cruise the process of booking and refund (although not received yet) was very simple. Well definitely use IgluCruise again when things open up

Great to hear your feedback, thank you. We are delighted to hear that you were happy with our service. And we hope to have the opportunity to speak to you in the future and help you arrange another cruise holiday :)

A very problematic booking..

I originally booked a cruise in 2019 for Summer 2020. It was moved to this Summer but looks unlikely to go ahead, so we changed to a different cruise for 2022. Lots of phone calls later and the confirmation was sent. This showed double the price I had been quoted. They've now sent me an amended booking but have forgotten to take my original deposit off. Very problematic..A shame as the agent was helpful and knew the places we are planning to go to and gave some very good advice.

Thank you for your feedback. We are very disappointed to hear that you are unhappy with the service that you have received. We have located the bookings and we can see that the team is dealing with the transfer of your deposit, and this has been chased. Once they have updated the booking, a new confirmation will be sent out to you. We apologise for any inconvenience caused and we thank you for your continued patience. With regards

Very pleased with with the service

I'm very pleased with the way in which Caroline handled the rebooking of our cancelled cruise. She was patient and polite and sorted everything out to our satisfaction.

We are so pleased to hear you were happy with the service you received from Caroline while booking your upcoming cruise. Thank you for your booking Ruth, and for taking the time to provide us with your positive feedback. Kind Regards.

Friendly and efficient

Always friendly, efficient and helpful.

Very helpful and patient person in Gill.

Thank you for your 5* review. We are so pleased to hear that you were happy with the service that Gill provided. With best wishes.

Rang this morning to book a holiday and…

Rang this morning to book a holiday and was very pleased with the person l spoke to she was very helpful and professional.

Great feedback, thank you, Catherine. We are so pleased that you were happy with the service and we wish you both a wonderful cruise with RCI. Kind regards

Was easyvto bòok and salesman was very…

Was easyvto bòok and salesman was very knowledgeable giving us a upgrade and and the very best deals

Mark at iglu was brilliant kept in…

Mark at iglu was brilliant kept in touch above and beyond by phoning me up and organised a great cruise and put my my mind at rest

We are so pleased to hear you were happy with the service you received from Mark while booking your upcoming cruise. Thank you for your booking and for taking the time to provide us with your positive feedback. Kind Regards.

Excellent friendly and helpful service…

Excellent friendly and helpful service again from Joanne.

We are so pleased to hear you were happy with the service you received from Joanne while booking your upcoming cruise. Thank you for your booking and for taking the time to provide us with your positive feedback. Kind Regards.

Attempted to get a cruise refund from…

Attempted to get a cruise refund from Iglu/Planet Cruise (Same company under 2 names Trustpilot) it took 133 days only to be told by these lot that you need to contact the cruise line direct for a refund???? Anyone having problems with refunds from Iglu/Planet Cruise check our Facebook Refund Page. Why after 12 months has Trustpilot asked me to review my previous review?? Possibly because Iglu/Planet Cruise are loosing business??

Thank you for your review. We are disappointed to hear that you are unhappy with the service that you have received. And we sincerely apologise for any stress and inconvenience caused to you whilst waiting for your refund. We work very closely with our cruise line partners. However, some cruise lines did decide to process refunds directly to their guests. Should you require further assistance, please do not hesitate to contact our team. Kind regards,

Cruise booking with Mark

I booked a cruise via Mark at Iglu, we knew what deck and cabin type we wanted and Mark found us exactly what we were looking for. His help, knowledge and professionalism were great whilst still being friendly and informative. Thank you Mark, your guidance was much appreciated

Glen phoned me re our cruise details…

Glen phoned me re our cruise details with Cunard, he was extremely helpful and professional regarding the details of the holiday and the Covid safety pre embarkation. many thanks

Date of experience : May 09, 2021

We are so pleased to hear you were happy with the service you received from Glen while booking your upcoming cruise.Thank you for your booking and for taking the time to provide us with your positive feedback. Kind Regards.

Great Service

I have used Iglucruise on several occasions and have found them to be very helpful and professional in all aspects of their roll as cruise booking agents. I would not hesitate to recommend them.

It is great to hear you were happy with the service you received while booking your upcoming cruise with us and that you would recommend us. Thank you for your booking and for taking the time to provide us with your positive feedback. Kind Regards

Very reassuring booking with iglu

Very reassuring booking with iglu. Representatives always very obliging & understanding of needs.

It is great to hear you were happy with the service you received while booking your upcoming cruise with us. Thank you for your booking and for taking the time to provide us with your positive feedback. Kind Regards

I called just to ask a question..

I called just to ask a question late on Sunday Afternoon. I spoke to a charming young man called SEB who answered my question and we had a lovely chat about my desire to arrange a cruise to celebrate my retirement in 2022. Seb was so lovely that I ended up booking the cruise there and then and he took me step by step through the entire process and gave me a very good price and lots of advice. Despite the fact that this was his last call of the day he was so lovely and I would like to make clear that he is an excellent representative of Iglu. He was not pushy at all, and an absolute delight and offered to help at any time if I should need it. Thank you Seb, and thank you Iglu. You need to give this guy a gold star!! I am so happy to have a cruise booked after this long dark time of covid.

Wow this is such lovely feedback! We are so pleased to hear you were happy with the service you received from Seb while booking your special retirement cruise. Thank you for your booking and for taking the time to provide us with your positive feedback. How exciting to have something to look forward to! Kind Regards