IgluCruise Reviews

Name: IgluCruise
Address: 165 The Broadway, Wimbledon, London Borough of Merton
Rating: 4.78

4.8 Rating 2,909 Reviews

94 %

of reviewers recommend IgluCruise

About IgluCruise:

Established in 1998, Iglu Cruise is the UK's largest independent cruise agent. With over 200 dedicated in-house experts between our offices in Wimbledon and Portsmouth, and homeworkers, offering specialist cruise holidays and deals to over 3000 ports in 30 destinations from over 20 cruise lines. This gives us the best variety of cruises anywhere!
Iglu Cruise is financially secure and is ABTA and ATOL protected.
Providing excellent customer service is at the heart of everything we do.
We value our customers’ feedback and we would like to hear from you.
If you have an existing booking and wish to amend it or discuss please speak to one of our live webchat agents.

You can also view your booking in My Booking and find answers to many questions on our online Help Centre.

Visit Website

Location:

165 The Broadway,
Wimbledon
London Borough of Merton
SW19 1NE

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IgluCruise 5 star review on 14th August 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Our hotel accommodations was not booked though we had paid for it. When my daughter rang Iglu cruise from London giving our Ref no. They did not want to know problem. Please be aware”

Helpful Report

Posted 1 year ago

“Avoid this company at all costs !! Absolutely shocking customer service - leave you hanging on the phone for literally hours and when someone does eventually answer they say it is dealt with by someone else and will put you on hold again . Trying to charge us a higher price than on the website and our deposit isn't even showing of £750 - how is this company allowed to trade ???”

Helpful Report

Posted 1 year ago

“Poor poor poor, they over charge u!! When u send them an email they either ignore u or just avoid the question!!! I have cancelled future cruise with them, they don’t care about u once they have your deposit, void void void!!!”

Helpful Report

Posted 1 year ago

“I wish i had read these reviews before i booked. What an awful company. They took all my money but have not transferred it to the cruise company and wont do for nearly a month meaning that i cannot book anything. Dreadful company. Avoid.”

Helpful Report

Posted 1 year ago

“We had booked through IGLU CRISE LINE. Paid in full for flights,hotel and transfers. We went on 10th February 2024 TODAY 31st March 2024 I am still waiting for my hotel payment and transfer money from hotel to the ship. When we reached Mumbai hotel they had no booking under our name that’s why we had to pay again for 2 days stay. IGLU cruise even cancelled our transfer from hotel to the cruise ship last minute. So we had to find transport and pay for it. While we were sorting out our booking with hotel my daughter in London rang ILGU explained our situation but they would not help her out and said she didn’t book it so they would not talk to her. NO CUSTOMER CARE AT ALL EVEN AFTER MONTH OF OUR ARRIVAL STILL WAITING FOR REFUNDS. IAM SURE THEY KNOW WHAT WENT WRONG BUT THEY ARE STILL SORTING IT OUT. I WOULD ADVISE NOT BOOK WITH IGLU .I WOULD NOT WANT ANYONE TO GO THROUGH WHAT WE WENT THROUGH”

Helpful Report

Posted 1 year ago

“Worst customer service I have ever received. Booked and secured a cruise by paying a deposit, to then realise and get a call late the next day that it had been cancelled because of a human error in the pricing. Iain Lunt one of their managers was not understanding of the situation that had now been sprung onto me which is not my problem at the end of the day and I want aware when booking they had made an error. I appreciate we are humans and we make mistakes but getting a call saying your cruise has been cancelled and you must pay £800 more is frankly ridiculous. No solution or level of care given. It then has taken a week to resolve in which boiled down to speaking to various managers at the company including Jennifer and Claire. No amicable solution was made by either of their managers and when escalated I get a call back from the same people who frankly didn’t do enough to resolve this situation. They have lost a lot of business as we are avid cruisers but they could had dealt with the situation a lot better and quicker. Other cruise companies I spoke to mentioned they would honour the price that I have secured and they take a small loss. Not the case here, which is ridiculous. They told me I was in the same situation if I get my deposit back but that is not the case as I had booked my flights and hotel!! The result boiled down to them time pressuring me and saying that I had an hour to effectively come up with a response, either book the cruise or get your deposit back. I will be taking it further once I receive all my recorded calls and notes made as per the ICO protection. Wouldn’t recommend this company to anyone, lots of better cruise agents out there for your use.”

Helpful Report

Posted 1 year ago

“Still owe us £7,700 for a ancekled cruise and I can’t get hold of them. Once they have your booking it’s almost impossible to speak to someone. We had our cruise cancelled due to the problems in the Red Sea, Iglu held onto our monies for weeks, even though the cruise company had refunded it. They even told us it was with their finance department. I’ve now raised a complaint with ABTA to get it back and we’ve had to pay out for our new cruise in a credit card as thought it would be back in days, not weeks. We are in debt now.”

Helpful Report

Posted 1 year ago

“Awful company and awful customer service. Don't provide you with all the information at time of booking. Don't make the same mistake myself and many others have.”

Helpful Report

Posted 1 year ago

“Only interested in your money. Once booked that's it. Wasted 6hrs trying to speak to someone for upgrade package. Pressed 1 for new booking got through in less than a minute. AVOID! AT ALL COSTS. We plan to do 5 or six cruises a year now we are retired but guess what Iglu will never get another penny from us.”

Helpful Report

Posted 1 year ago

“Terrible aftersales customer service. Easy to book anything after that they are not interested. I will never use them again.”

Helpful Report

Posted 1 year ago

“Will never book with these again. Severely poor customer service. You cannot speak to them at all and they don't answer your emails”

Helpful Report

Posted 1 year ago

“Very poor customer service. Failed to answer e-mails or if they did a month delay. Very stressful”

Helpful Report

Posted 1 year ago

“Our family recently booked a cruise through Iglu. We weren't advised of all our options at time of booking (premiums drinks package at discounted price if booked at point of sale) and subsequently lost out on this substantial offer. Iglu not interested in the slightest at trying to help resolve the issue and advised because neither we or the agent brought up the drinks package offers at time of booking they would not retrospectively offer this price. As we 1st time cruisers how are we meant to know what offers to ask for. Also, left on hold for hours at time trying to speak to someone and calls never returned. PLEASE, DO NOT BOOK THROUGH THIS COMPANY! We have learnt the hard way!”

Helpful Report

Posted 1 year ago

“I'm just back from cruise I have facing many problems during the trip. I'll tell them everything. But they don't care. They are not helping at all. Iglu cruises are so rubbish....”

Helpful Report

Posted 1 year ago

“Reading through others experiences of IGLU cruise absolutely mirror my experience, they are so helpful when booking the cruise and getting your money but when it comes to asking for help as the cruise line won't speak to you because you booked through an agent, they are the most rude, unhelpful and inept bunch of people have ever had the misfortune to deal with. I will n future look to book directly with the cruise lines, it might be a bit more expensive but at least then I can make the amendments myself rather that go through a third party who don't care about true customer service.”

Helpful Report

Posted 1 year ago

“Take the booking and then never answer the phone no matter how many times you call. Dreadful company. Don't use them.”

Helpful Report

Posted 1 year ago

“Awful awful awful. Easy to book- virtually impossible to amend or cancel. So stressful.”

Helpful Report

Posted 1 year ago

“Your company is a disgrace! You can get no answers to any questions I have regarding you giving me a "free" upgrade, only to see you have charged me an extra £578 more! I've rang over 16 times, I've had the phone put down on me, I've had promises to call me back, doesn't happen, oh and your live chat is not available?? I have fired off over 10 emails, and still no answer, I wish to God I had read your reviews before using such a company! Absolutely disgraceful, please folks read reviews before you even think of booking with this lot,”

Helpful Report

Posted 1 year ago

“They might offer better prices but you better to contact the cruise directly and see if they can price match. Their customer service team is terrible when it comes to deal with an issue. I’m waiting since 17 days to hear back from them and I’ve been promised to be called back everyday on the past two days and it hasn’t happened. The sales person missold us an unsuitable cabin. They just take the money and not care in rectifying their mistakes! Terrible”

Helpful Report

Posted 1 year ago

“Extremely poor customer service all round. Passed from from advisor to the next and told that a ticket request to change a booking had been cancelled. Put on hold every time I attempt to get an update and just end up wasting valuable time . AVOID!”

Helpful Report

Posted 1 year ago

IgluCruise is rated 4.8 based on 2,909 reviews