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

“Great to see price but when I booked the price cane back over £120 more. I shoukd have paid the price as was advertised. I shoukd gave gone straight to pand o and done a price match immediately. I won't be using iglu again and now not likely to recommend them which I have done for years a very disappointed customer”

Helpful Report

Posted 1 year ago

“you have not answered my question regarding my short note to you perhaps someone could ring me as i have been cut off 3 times”

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Posted 1 year ago

“Dreadful way to speak and treat customers, especially from a “manager” I called to book another cruise I have now eliminated them from my group of travel agents for any future cruise. I did find a much better company who treat customers with respect and loyalty.”

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Posted 1 year ago

“It was the most disorganized form I've had in all my years travel. I had to chase tickets several times up to the day of departure. Booking was mixed up as was the drinks package. I complained to igloo and they offered me a £50 voucher towards another cruise. I will not book anymore travel with igloo”

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Posted 1 year ago

“Scammers. Said I was given the HAL have It all package and it is advertised. Just over 2 weeks to sail to be told I haven’t booked it. Even though on checking my booking regularly it showed as being booked. It has now been removed.”

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Posted 1 year ago

“Utterly confusing at the booking phase didnt know what price it was got most of the paperwork very late”

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Posted 1 year ago

“I have had endless problems booking this cruise which has caused me a huge amount of stress and worry.”

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Posted 1 year ago

“Really disappointed. Booked for the 4 people in my party (3 cabins) to all have the drinks package. It has only been applied to 2 people. To apply now it is 4 times more expensive! If I don’t add the drinks package then the party of 4 cannot dine together. Expecting me to pay an extra £400. Won’t book through Iglu again.”

Helpful Report

Posted 1 year ago

“They first of all charged me twice, but did eventually refund the overcharge amount. They failed to listen and correctly action a cruise, ignoring that they needed to use the number which was originally allocated to a Royal Caribbean cruise which was cancelled. I explained that they should use the original number, but they chose to ignore that,renumbered it, so losing me $300 of onboard spend plus $100 compensation offered by Royal Caribbean as compensation for the cancelled cruise. They failed to recompensate me for their mistake. No apology has been received, although I have spent many hours talking to them. I would never use this company again. I will be contacting BBC Watch Dog to publicise this injustice further on 17th July, if nothing more is heard from them by then.”

Helpful Report

Posted 1 year ago

“Absolutely awful customer service. Booked a cruise and within an hour realised I had completely messed up with the dates. My cruise wouldn’t have had time to be confirmed with the cruise company yet, my payment hadn’t been processed, no admin work had been done as it was evening and Iglu wasn’t even open to do anything with the booking. I emailed within that hour asking if I could cancel or rearrange and apologising for my mistake. I had an email back the next day refusing to allow me to cancel, without the loss of £250. I can amend, but with very specific rules (very restrictive) and I have to pay £150 to do that. A deposit is to ensure the company suffers no financial loss in case they cannot re-sell the cruise. I cancelled within an hour, so that financial loss is nonexistent. An amendment fee covers admin time. No admin work has been done. I requested to amend the booking to a different date instead, if that’s my only option. Since then, my booking has been confirmed and payment has been taken. Why has this happened AFTER I contacted to cancel or amend? Why was my booking not changed immediately to alleviate the admin time? I know exactly why - so they can charge me more because they can now actually say they’ve done the work and booked the original cruise. Disgusting. It has been 3 days and I have had no response from the company. As of yet, I’m stuck with my initial booking which I cannot make and have been trying to fix now for 5 days! I am still none the wiser what cruise I’m going on, I cannot book time off work, I cannot make any arrangements. My 8 year old daughter who I am travelling with is autistic and asking me constantly what is going on. I cannot answer her. She wants to get excited and neither of us have any idea what’s going on! Absolutely appalling customer service. I will never book with this company again. Very unhelpful.”

Helpful Report

Posted 1 year ago

Thank you for your review, we are sorry to hear of any frustrations caused during this booking process. Unfortunately, there is no cooling-off period for travel-related products, as confirmed by ABTA. It is the case that bookings can be made and secured through our online system with no human interaction required. You can use our online booking system to take advantage of live pricing, availability, and our promotional discounts 24/7. Therefore the booking was confirmed with the cruiseline the moment you pressed complete. Our agents understand mistakes happen and requested the cruise line make an exception to policy. but were denied. The conditions of modification are also as per Cruise line policy. Naturally had the cruise line allowed the cancellation and rebook requested, there would be no reason we would stand in your way and would happily assist in all endeavors. The policy would be the same had you made this booking directly, with us, or an alternative agency. Once again we are sorry for these frustrations, and I see our team are continuing to assist you in your modification of holiday request.

Posted 1 year ago

“Booked a cruise on line with Igloo, psid the deposit. Hours later you rang to say the price had gone up dud I still want it. I said yes but was a bit peeved. Then a few weeks ago you rang me to say that because I’d paid a lie deposit I’d have to pay the rest by the next day or my holiday was going to be cancelled. No email nothing. To make it worse I was actually abroad the little e was terrible, I had to ring you back and I was 38th in the queue. First and last time booking with iglu and I’ve not even been on the holiday yet.”

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Posted 1 year ago

“Getting the correct refund from Iglu is like trying to get blood from a stone.”

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Posted 1 year ago

“Cancelled cruise within 24 hours. Charged penalty £200. Terrible customer service”

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Posted 1 year ago

“We had a poor experience with Igluu. It's much better to book direct with the cruise company. Igluu just confuse things. They split our booking and put one of the bookings under my 16 years old sons name. They screwed up on our parking costing us an extra £152. The customer service was terrible. They just didn't care about our booking once we had paid.”

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Posted 1 year ago

“Stopped answering my emails due 2 refunds others on the same cruise have theirs.”

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Posted 1 year ago

“Terrible, god awful customer service. Scam. Book with a more reputable company.”

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Posted 1 year ago

“Extraordinarily bad customer service. I’ve used IGLU for over 20 years now and they have always been excellent. This time customer service has been rude and unhelpful and barely able to speak English. Was promised a call back from a Manager in 3 days and have heard nothing. Rumours are that they are going into Administration. Avoid.”

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Posted 1 year ago

“I will never ever book with these people again. The after sales service is awful. Kept on hold for over an hour every time you call for help. Worst customer service I have ever exeprienced.”

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Posted 1 year ago

“appaling after sales - take the cash and never get back to any e mail or calls - never again!!”

Helpful Report

Posted 1 year ago

“Terrible customer service. No one calls back and long wait times. Once they've got your money you can kiss goodbye to any firm of communication!”

Helpful Report

Posted 1 year ago

IgluCruise is rated 4.8 based on 2,909 reviews