IgluCruise Reviews

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

4.8 Rating 2,910 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“They offered us a voucher in place of wine as a gift for booking with them in March, since then we have been trying to get in touch with them on chat, phone and email but no response. It seems that once they have your money they are not interested in you and if they offer you anything don 't expect to receive it.”

Helpful Report

Posted 3 years ago

“Booked wrong room for us- sad as it was a special occasion. Denied responsibility- 28 days to answer a complaint. Impossible to contact. What else can I say”

Helpful Report

Posted 3 years ago

“Impossible to contact. Waited 40 minutes to find out our flight details at the correct extension but gave up. Rang the extension to book another cruise as I know they answer that one! Got through after 10 minutes and explained what I wanted and then put on hold for another 15 minutes before I gave up. That have my details but obviously no one bothered to contact me. I have also sent emails but the answer back says they have 28 days to respond!99 I’m only using them as this cruise was booked before the pandemic and would never use them in the future. A disgrace of a company.”

Helpful Report

Posted 3 years ago

“Wrong room provided. Won’t accept responsibility. Impossible to contact by phone and E Mails unanswered. Raised complaint. Reply- “ We will reply within 28 days” . Never again”

Helpful Report

Posted 3 years ago

“Iglu cruies are very different to contact 2 hrs or more the staff are not able to help on most occasions and move you on to someone else. My problems with them have been going on for 2 months and I am still waiting for my partial refund. I've written to the CEO out of desperation but not heard back like many departments who promise to ring or email you back but you never hear from them. Don't book with them if you suffer from stress”

Helpful Report

Posted 3 years ago

“Before you book a Marella cruise with Iglu you need to be aware that it is very unlikely you will get the cruise at the advertised price. Until you get a confirmation of booking your price will most likely increase. Mine increased by £179. I accepted the increase as the agent told me TUI had increased the price. TUI had actually only increased their price by £22 but Iglu increased mine by £179. They said if I couldn’t get my deposit refunded because it was a confirmed booking. I stood to lose my deposit of £732 if I cancelled. It’s bitter but there’s no choice. So be prepared. You’ll probably still save money but nowhere near as much as you thought you would save on their advertised price. Hope this helps.”

Helpful Report

Posted 3 years ago

“Our P&O cruise was cancelled. P&O have refunded IGLU Cruise, however 47 days later we have not been refunded by IGLU Cruise. I've phoned several times, always on hold with at least 27 in front of me. Today I was on hold in a queue for 3 hours. Very polite and understanding response but other than emailing the finance department there is nothing she could do. Subsequently I will not use IGLU Cruise again.”

Helpful Report

Posted 3 years ago

“I am having problems with Iglu regarding a new invoice to let you understand 2 years ago booked a cruise with Royal Carribean on the Anthem of the seas due to Covid it was cancelled both times so now we are going in Sep 2022. At the beginning of the year unknown to my husband and I our booking had been cancelled after further investigation it turned out it was someone in Miami that cancelled our booking Royal Carribean phoned myself and offered us another cabin smaller I might add still with the balcony so they were going to phone Iglu to let them know we had been relocated in another cabin etc etc. Now we are waiting on our new invoice and this has been going on since Feb everytime I speak to someone it’s the same old story waiting on RC sending the invoice to them minus cancellation charges I spoke to RC and they have sent on the invoice to Iglu and hjven them 30 days to pass it on to us it is now went over the 30 days and still waiting. I have sent numerous emails and it takes them ages to reply back they are the worst travel agent I have ever dealt with”

Helpful Report

Posted 3 years ago

“I have been using Iglu for years but I won't be using them again because of their incredibly poor customer service department . It's very difficult to contact them and when you do it's a waste of time.”

Helpful Report

Posted 3 years ago

“Would never recommend Iglu Cruise. They were unprofessional and rude. They were helpful when booking the cruise but not so helpful when we had an issue. We booked a MARELLA cruise with them. When we had price problems they blamed Tui. Tui blamed Iglu. When we got on board MARELLA DISCOVERY 2 - to try and sort the problem - they blamed Iglu. It was a shambles from Start to finish. I would NOT advise using IGLU , TUI OR MARELLA. In our opinion and experience they caused us upset, made us angry and ruined our cruise-holiday.”

Helpful Report

Posted 3 years ago

“They can take your money but when you have a query you can forget about talking to somebody. Wait phone times over an hour and then I gave up. Too much hassle booking cruises - 10 different bits of paper/documents. Stay at home.Less stress!!!”

Helpful Report

Posted 3 years ago

“Dreadful company they do not tell the truth they have no customer care once they have your money and seem to only care about profit still not been refunded same copy and paste replies to requests for when the refund will be paid”

Helpful Report

Posted 3 years ago

“You are on the phone for two hours. So rang tui they say you have booked from a third party so ring iglu”

Helpful Report

Posted 3 years ago

“Dreadful company on the phone 1 hour still waiting to be answered”

Helpful Report

Posted 3 years ago

“Booked a cruise with Iglu that was cancelled by Princess due to Covid. Our kids were not double vaccinated so could not board. Been waiting 6 weeks for a refund of £740. Iglu told us we would have to wait up to 12 weeks for our money back, although we know that the cruise company have already refunded Iglu. We have booked 5 cruises with Iglu, would never use this company again, they have no respect for their clients and I seriously doubt we will see our money again. Very underhand and suspicious.”

Helpful Report

Posted 3 years ago

“Due to the current situation have decided not to travel just been told will be cancellation cost which is a joke when I’ve paid £400 and lost on first cruise booked in first lock down I will never use this company for any travel .i understand companies need to per book but they must understand people have to be careful with financial issues in this time as I work in hospitality and might be closed again.”

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Posted 3 years ago

“I have been waiting days for a reply from Iglu They were very attentive until we sent our deposit in. Very bad customer service once they have your money.”

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Posted 4 years ago

“I am waiting for monthssssss on end to sort out my cruise and refund!!!!! And spending hundreds of pounds on the telephone calling them and they haven’t even called back once since January i am waiting for a solution !!! The worst experience and the worst company ever ! Don’t book with this company , spend your money elsewhere but not here! They didn’t even communicate over a week, just not ever !! I am stillllll waitingggggg”

Helpful Report

Posted 4 years ago

“Great when booking AWFUL when refunding. I would urge people to consider this before using this company.”

Helpful Report

Posted 4 years ago

“Would not use them again. After sales service terrible. Good for booking and advice but if you require help while on holiday they are very difficult to contact and don’t return messages. Advise to use someone else or book it direct yourself”

Helpful Report

Posted 4 years ago

IgluCruise is rated 4.8 based on 2,910 reviews