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

“Very good efficient service.”

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Posted 1 year ago

“Derek was brilliant with his knowledge which helped us in getting a good deal. He was a pleasure to deal with.”

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Posted 1 year ago

“This will be my second cruise through Iglu, the first was wonderful and went without a hitch. So far the booking and communication for our one next year has been very good. I have highly recommended them.”

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Posted 1 year ago

“Booked last two years with iglu everything always went to plan from booking then paying and getting your tickets first class service”

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Posted 1 year ago

“I have booked numerous cruises through Iglu & have always been impressed by the service I have received. Everyone has been polite, friendly and efficient and hopefully this excellent service will continue in the future. Many thanks”

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Posted 1 year ago

“Telephone booking was excellent Calling back for some extra details was very waiting time and not satisfactory overall customer service was good Was getting all the details on my email was helpful”

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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.”

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Posted 1 year ago

“I have used Iglu to book a variety of cruises, the website is straightforward and competitive. My last booking on Virgin Voyages required human intervention! The agent was polite, courteous, helpful and very knowledgeable. I have no hesitation in using them again.”

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Posted 1 year ago

“Great service. We always use this company.”

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Posted 1 year ago

“Very impressed with your holiday choices you gave me and I have been on many of them. The reason I give you four stars is that it is very hard to get a hold of somebody once you’ve booked your holiday and you have a small query the only way is to email you and wait two or three days.”

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Posted 1 year ago

“Easy to book love the website so straightforward dealt with iglu on the phone always polite & courteous”

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Posted 1 year ago

“The staff at Iglu cruise are always polite and helpful. They listen to your needs and do their utmost to sort out any problems. I have no hesitation in using them in the future.”

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Posted 1 year ago

“Pricing good combined with good personal service when required”

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Posted 1 year ago

“I was pleased that when I had a problem with a transfer you dealt with it even though you were not very prompt and I sent about 3 emails about it! However since returning having booked a further cruise I asked if you would be able to source flights for us next time and I haven't heard a thing from you since! All in all it would appear you are not that bothered and I will find another source for our flights in 2026!”

Helpful Report

Posted 1 year ago

Thank you for your review, we are sorry for any frustrations caused by the lack of flight assistance. Please be advised that flights are only available within 12 months of departure. Therefore there are no currently available flights that we can assist with for your 2026 holiday. Your request has been passed to our Out of Date Range team and when flights become available closer to departure, we can look at arranging suitable options for you. regards Iglu

Posted 1 year ago

“My only experience with IgluCruise so far is to book one cruise with them. My experience was excellent the agent was very easy to talk to, she was helpful and knowledgeable, explaining everything I needed to know about my upcoming cruise.”

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Posted 1 year ago

“Have had several bookings with Iglu and always found them professional and helpful.”

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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.”

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Posted 1 year ago

“Very professional and helpful throughout our booking experience”

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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.”

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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

“Always get better price than direct! Good deals, professional, knowledgeable cruise agents. Good service overall.”

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Posted 1 year ago

IgluCruise is rated 4.8 based on 2,910 reviews