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

“I was told by Thomas I should be getting £660 on board spend which I asked him to confirm in writing,which he did.After booking the cruise and paid in full Igloo said there was a mistake the was no onboard spend.They said I could have a full refund but it would take up to 45 days to refund. I would not have booked the cruise if I had of known,as there were better deals else where.BEWARE oF IGLOO CRUISES”

Helpful Report

Posted 2 years ago

“My cruise dropped by £1000 informed by others on same cruise they were getting upgrade or FCC whilst we had paid. IGLU doing nothing. Will book direct in future with cruise line. Not iglu or sister company.”

Helpful Report

Posted 2 years ago

“IgluCruise advertise eye catching package deals (flights, hotels + cruises) but then when you are just about to book they tell you that the cruise line have increased their prices so the price changes. This has happened to me twice so it is not a coincidence. On the first occasion the price of the package increased by £1,000pp and last week they tried to hike the price by £485pp. My advice is therefore do not use IgluCruise.”

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Posted 2 years ago

“Much the same experience as everyone else who's posted. I've used Iglu several times with no issues. That is until our last cruise at the end of August. It was a relatively late booking made over the phone and I was told that the dock at Southampton would be the Mayflower terminal. Got there in good time to be told that the ship was actually going from the QE2 terminal! So that was an extra £13 in taxi fares. It turns out talking to a couple of Americans on the cruise that they had been informed 4 days prior to departure of the change. Raised a complaint when we got back home. Left it 28 days as per their web site and then contacted an Iglu sales rep (customer can't make contact with customer services apparently). They raised the issue again and a week later I sent a follow up email. Net result - complete "radio silence" from Iglu. I now don't use Iglu/Planet Cruise and have just booked a cruise in November through Cruise 1st. I told them of my problem with Iglu and they matched Iglu's price and then knocked a further £50 off.”

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Posted 2 years ago

“miserable company to deal with. never again. be warned that if you cancel, they keep your deposit. you can transfer to a future cruise which must be taken within year and cost must be as much or more of present cruise. have written to ceo, but of course no reply. check out bbc watch dog article about complaints of iglu. no problem phone being answered when booking-but afterwards a different story. told all working from home. no e mail address for complaints….need i go on?”

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Posted 2 years ago

“Can only echo what others have said after sales service is very very poor. Ended up on cruise where Iglu had not relayed what we had paid for to the cruise company. Iglu promised to contact us within 48 hours which did not happen. Cruse company finally intervened otherwise not sure where we would have been. Still no communication from Iglu. Would definitely not recommend”

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Posted 2 years ago

“Not very helpful when I was struggling to download documents. Very long wait on phone lines and web chats etc. at least 1 hour Booked with a travel agent to have some support. Could have struggled then worked it out on my own for free. If anything it would have been easier dealing with providers first hand. Would not recommend.”

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Posted 2 years ago

“Appalling customer service”

Helpful Report

Posted 2 years ago

“Awful customer service. Never reply to emails and cannot speak to anyone on the telephone. DO NOT USE THEM.”

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Posted 3 years ago

“We booked a cruise for 4 people in excess of 10k That was it from Iglu. We tried to contact them again but they never replied to emails. They offered services on the website but would not make them available to us. Beware once they have your money they just dump you”

Helpful Report

Posted 3 years ago

“Once they’ve sold you the cruise they are not interested. They do not monitor e-mails. The wait time on telephone calls are up to 45 minutes. And if you’re lucky enough to get through you get pushed from one department to another. I even tried their live chat line, I was 17th in line. Disgraceful ! Don’t book with them.”

Helpful Report

Posted 3 years ago

“Got my booking wrong. Eventually agreed to pay me £150.So fed up by then that I agreed. Guess what ? Their BACS system had broken down! Impossible to contact unless you are making a booking. Terrible, stressful experience for an ill 70 year old”

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Posted 3 years ago

“I made a small mistake when booking a cruise. I,ve tried the phone,they don,t answer. I,ve tried emails,nothing and I,ve tried online chat. Each time the screen goes dead after 45 minutes. Customer service is appalling. CH”

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Posted 3 years ago

“Appalling customer service. No body can be bothered to answer the phone. My advice is to book directly with the cruise line.”

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Posted 3 years ago

“Dreadful customer service! They don’t reply to emails and don’t answer telephone calls. We booked 5 balcony cabins with them 18 months ago and they answered my emails up until they received all our money and now they are just ignoring us. Seems like customer care stops once you’ve paid your balance. Hopefully will be cancelling our cruise and getting our money back. NEVER NEVER USE THIS COMPANY!!”

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Posted 3 years ago

“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.”

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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”

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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”

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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”

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Posted 3 years ago

IgluCruise is rated 4.8 based on 2,909 reviews