IgluCruise Reviews

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

4.8 Rating 2,908 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

“thank you Sophia recover Email: sophiamaddison270–@gmail.com”

Helpful Report

Posted 6 days ago

“Bonny and Gill were both extremely helpful and extremely efficient. Our whole experience with IgluCruise has been first class”

Helpful Report

Posted 2 weeks ago

“thank Sophia Email: sophiamaddison270–@gmail.com”

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Posted 4 weeks ago

“Quoted and paid deposit for a cruise (total £3,044 at time of booking). 8 days later they re-issued the booking confirmation via email for £4,090. No phone call, no communication apart from the email. Despite several calls and emails, no response to reasons why the price has gone up by over 30%. Requested price to be honoured or deposit refunded. No response. DO NOT TRUST IGLU.”

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Posted 1 month ago

“You never know how good a company is until there is a problem which I found out today. Needed to move my cruise, they would not give the price offered on the website that is only for new customers, that is discrimination so would be charged more and also an admin charge too. Would definitely not recommend and will be finding a new agent for future who may value a customer more”

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Posted 4 months ago

“The consistent message from all the reviews is great when selling the product but customer service is appalling and currently in the middle of hotel and cruise in Australia I can only concur. The hotel is great if you are content to break a leg in the unsafe shower which has no mat, no safety rail and a smooth floor. Trying to get them to move us to a different hotel at the end of the cruise means talking to a robot in the middle of the night and when you do get through one gets skinned on the price. We have used them a lot over the years but never again”

Helpful Report

Posted 7 months ago

““I strongly suspect Sophia Maddison and her team are involved in fraudulent activities. Once they have your money, they start demanding huge sums to allow you to withdraw your funds. They are currently holding $120,000 of my money and are demanding over $40,000 for me to access it. Everything about them seems fake, and I want to warn others to stay away. Thankfully, Olive stepped in and helped me recover everything. If you’re in a similar situation, reach out to Olive and file a complaint immediately. Email: sophiamaddison270……@ gmail.com”

Helpful Report

Posted 7 months ago

“These people are giving you the best service ever until you have booked, then it conveniently goes downhill. Flights are available, yet no one is booking them saying they are out of range. Only when you call (you shouldn't have too) then they admit they are available and not only that give you a variety of different prices that go up within minutes. They are very untrustworthy and charge way more than if you booked yourself. Not only that, but every time you speak to someone you are told something different. You ask to cancel and they completely ignore your request that you have asked at least three times then don't take responsibility for their actions. Trust me and don't book with these or Planet Cruises (same company)!”

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Posted 8 months ago

“Fed up now. Can't get an answer to a straight forward question on balance to pay on our cruise. The on line e mail tool asks customers if they need help, and then fails to deliver that help. Somewhat frustrating, to say the least.”

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Posted 9 months ago

“Eveything... just beacuse you are ABTA and ATOL does not mean that you are transparent in your dealings or are operating in. an ethical and compliant manner, you are quick to take the money and absolve yourself of any support in the afterfacts , your customer service is bordering on negligent . you should not be in business”

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Posted 10 months ago

“Had to cancel because my mum will need unexpected surgeries next year. Over 6 months notice and no deposit refunded. Instead I had to pay extra to cancel. Zero human interest. They didn't even mention they were sorry for the situation. They're very attentive when you're booking. But then they lose interest”

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Posted 11 months ago

“as poor as it gets”

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Posted 1 year ago

“I cannot get any reply. Messages are ignored, all "No reply" mail”

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Posted 1 year ago

“We are waiting for a response to our complaint regarding Norway cruise 13/9.”

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Posted 1 year ago

“No response to an email I sent 5 days ago. Seems to be impossible to get through on the phone. Totally unimpressed.”

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Posted 1 year ago

“Not very helpful trying to book someone else onto our cruise getting pushed from pillar to post left on the line so long only to be informed the care team had closed”

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Posted 1 year ago

“Phoned up to book a holiday only to be told a complete different price to what's on the website. When questioned as to why website was cheaper to online told me it's just going to cancelled and abruptly ended the call!. So booked through the website no problem at cheaper rate!. Do not call to get prices they lie.”

Helpful Report

Posted 1 year ago

“I’ve contacted Iglu a couple of times and been lied to by the customer service team, travelling with Children and the seats on the flights where not together even through I was told they would be. I’ve had to pay the airline directly to sort this. Transfer from the hotel to the ship. I paid for a private transfer. Got an email to say, that this could happen any more and the only cover 2 of the 4 of use getting to the ship.”

Helpful Report

Posted 1 year ago

“Being interseted in the American Civil war and the TV series North and South, Charleston has been on my wish list for a long time. I booked a holiday to go in 2020 which was posponed twice because of covid, then cancelled while I was waiting for a quintuple heart bypass. On Sunday 30th June while looking through the Iglu website I discovered that they advertised a Princess cruise named American Heritage calling at Charleston. Bonus was that it was also calling at Yorktown, Virginia. Excitedly I phoned and spoke tp Daisy who proceded to book the cruise. I paid £700 deposit and was told that I would receive an email confirming the holiday which could take up to 72 hours to arrive. Having heard nothing by the Wesnesday I went to "my booking" and found it. To my horror although the map showed the places I had booked the itinerary didn't list Charleston or Yorktown. I went to the Princess website which confirmed the fact that the stops didn't exist. I immediately rang Iglu was unable to speak to Daisy but spoke to another lady who after speaking to a manager said I would have to speak to Daisy and she would ask her to get in touch. Heard nothing until the following Wednesday (10th July) when Daisy phoned and after my explaination said she would speak to her manager and ring me back. Heard nothing so tried several times to contact Daisy without success. Wanted to find an alternate cruise so on Saturady 20th looking through the website I found one and registered my interest. The following day Chris Walton rang me and I explained that I was waitiing for the transfer of the deposit before I could go ahead with the booking. He transferred me to Lesley in the Retention department who could foresee no problems with the transfer as it was wrongly advertised but that it would take 24 hours to sort out. It is now Thursday I have heard nothing and am very frustrated. After being 28 in the queue to speak to someone today I filled another contact sheet in but aren't hopeful of any response.”

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Posted 1 year ago

“Very poor customer service you only seem to get though to someone if you're making a payment would not use again”

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Posted 1 year ago

IgluCruise is rated 4.8 based on 2,908 reviews