“Holiday was a Japan Silversea cruise with some bolt ons by Imagine Cruising at the start.
The Silversea part was flawless and absolutely amazing.
However, the IC part of the holiday was awful. My complaint to them had this in it:
In my view, Imagine Cruising had 6 functions to perform:
Organise flights
Provide transfer on arrival
Book a decent hotel for arriving guests
Organise a tour to Mt Fiji
Liaise with Silversea
Organise departure transfer
The first and fourth of these (flights and Mt Fuji tour) were correctly carried out
You failed totally on the 2nd as documented and which caused huge amounts of stress
You failed on the 3rd. A hotel with renovation work going on, minimal seating in the reception area and around 6 hours to wait before rooms were available tell their own story.
You failed on the 5th. The itinerary provided by you did not correspond to the actual itinerary and, in fact, was out of line with that on the Silversea website at least a month before departure.
You failed on the 6th. A pickup which was directed to the wrong port causing confusion, panic and stress. Note that some part of your organisation got it right as passengers going to Narita had valid pickups.
Following up, IC refunded our additional taxi fare and a £200 voucher valid only for one year but nothing else. Even when I asked that they convert the voucher to a donation to charity (I was not trying to make money out of their incompetence) they refused that. Since then I have found other review sites where many people have had poor experiences. their customer service is non existent and you should book with them at your peril.”
“Simply dreadful service from Imagine Cruising - they ruined what should have been a special Caribbean cruise for my wife's 80th Birthday. It started with them booking us home on the wrong day, from the wrong island, on the wrong airline - and it went downhill from there on in. Can you believe it? Of course I wrote to their CEO Robin Deller the day we returned, but he must be deluged by complaints, because he never answered my many letters and emails. If you want a refund from them, all you can do is take them to the Small Claims Court - that's the only source this company recognises. If Imagine Cruising were the last travel agent/tour operator on the planet, I wouldn't use their services. Be warned!”
“Everything .......All marketing front and nothing behind as everything is contracted out.
The worst holiday company we have ever had the misfortune to use....and we did not get a sensible response to our very serious complaint.”
