IGLU Cruise www.iglucruise.com

Trying to resolve an issue with Iglu Cruises is practically impossible with little or no response by email and very difficult to speak to anyone by phone. My wife and I booked a stay and cruise holiday with Iglu on 26 August 2024 starting in Mauritius on 23 Jan 2025. We paid the balance due of £7510 on 24 Sep 2024 and were informed we could reserve our BA flight seats on BA’s website the next day. Over the next few days we found we still could not reserve flight seats so tried contacting Iglu by phone/email and eventually managed to speak to someone who informed us we would have to formally make a written request for ‘ticketing’ and only from 106 days before departure which just so happens to be when you can only get a 50% refund if cancel. Many emails and phone call attempts have gone by since with little of no response, only further delaying excuses. We have even spoken to BA who say are not in a position to allow us to book flight seats until Iglu ‘ticket’ our flights, which we presume means for them to pay BA for the flight balance due. We had upgraded our flights but now face the possibly of not sitting together on a 12 hour flight. We will not use Iglu again and suggest other holidaymakers be wary before booking through them.

YOU CANT TRUST THEM.!

they will take your money , the sales agents wont disclose pertinent information until after you pay and then when you find you have an issue with them , you wont be able to contact them for love nor money. Mark my words ...... they are total garbage , you will go round and round and get nowhere , they take no responsibility for anything , they arent transparent and therefore unethical. your choice but be warned - on their site theres everything apart from help and complaints .... try it before you buy it , then go elsewhere..

the agents are supposed to ensure the booking is correct , they wont then they blame you for not reading the smallprint .! garbage the whole lot of them

I booked a cruise on holland america(departing on 3/1/25) well in advance, on 7/2/24. Within a matter of days they had reduced the price by £900. I called, sent online messages, but did not get any response, emailed 5 times and no reply. Finally I had to call sales, pretending to be someone else and they replied straight away, and then when I told them who I was, they put me through customer services and I had to wait over 45 minutes.They promised me a price reduction, in writing. I just received my bill for final payment and the price reduction has NOT BEEN APPLIED.

I also asked for return flights from Rio, a little later, and as at the time of booking they did not have the flight calender, I was told that I can let him know when i wanted to return back. i did say I wanted to return on 8/2/25. However they booked us to return on 6/2/25.

i called again, on 13/6/24, via the sales team as customer service will never answer the phone. I was on the phone for 73 mins, spoke to someone called Fifi, and explained we need to return on 8/2/25. she said she'll check, and get back to me, but as of today - 4/8/24 no one has.

Totally appalled by their after sales service, they make errors on their invoicing, and never reply. No one answers the phone, nor the online customer chat. NEVER BOOK WITH IGLU AGAIN.

Booked a cruise which included drinks and gratuities but, checking at reception on embarkation, found that the cruise ship had no knowledge of this. Phoned Iglu before ship sailed but told, dismissively, that nothing could be done at that stage, but to make a complaint on returning home. Of course this upset us a lot and took the edge off the whole cruise. On return, Iglu freely admitted their mistake and made a not terribly unreasonable compensation offer but which could not properly compensate for the edge taken off the whole cruise - BUT - it would take up to 45 days to complete! For a simple electronic transfer!

If you are an OAP stay well clear of IGLU.

They havemy boarding tickets for the flight and cruise but wont send them.

Ive told them several times its cloudy and to resend on the portal or E-M ail them to me.

Both times they have refused.

STAY WELL CLEAR IF YOU ARE OAP

They organised our repositioning cruise out of Rome to port Lauderdale with NCL. on 29th Nov2023. It included return flights. Although we changed our return flight, twice, to one from Atlanta, where our daughter lives, everything went like clockwork. Every final detail was spot-on and the cruise itself was great value.

Well done, IGLU, and thank you for a perfectly organised holiday, despite our changes! We’ll be using you again.

Well, what a stressful time me and my wife had.

We booked a last minute Iglu Cruise, 4 days in the USA, then a 7 day Cruise We were really looking forward to it. Then my bad luck started, I had a issue with getting my Esta for the USA and didn't have time to apply for a full visa, because I would not of been sorted before my Cruise holiday.

So I was in a right pickle.

(Then Iglu cruise rep) come to my rescue. Because I would of lost half my money. She has managed to find me a different Cruise, so I didn't need to have an Esta, She went above and beyond, We can't thank her enough for taken all the stress away.

You are amazing thanks again. But remember everyone, make sure you have your eligibility sorted for Visa's, Before you book or pay any money over, it will save you stress ???? and money ????.

Date of experience: 09 January 2024

We booked a long haul flight and cruise a long time ago. They took £900 deposit for 2 people. Since booking our circumstances have changed including one of us having a DVT leading to a bilateral pulmonary embolism!

The cruise was an absolute fortune and I am reluctant to fly such a long distance now after the PE.

It was time to pay the balance. We emailed, we called several times they usually picked up saying I’m guessing today you want to book or pay for a cruise! When I said no to cancel they put you on hold and you are left dangling till you get fed up of the inane music and put the phone down.

At long last our call was answered, the lady was pleasant enough but said there would be no refund oh and by the way there is a cancellation fee of £25 EACH. So they have taken £950 from us for absolutely nothing. I find it appalling and unbelievable it was bad enough thinking we wouldn’t get the £900 back but how can they justify the charge. The £900 in their bank for a year will have earned them interest. NEVER AGAIN IGLU.

Were left stranded at Ravenna cruise port 4hrs before our flight to UK, facing a 3hr drive (if we were lucky) because Iglu booked our private airport transfer from the wrong port. They’d booked a Hoppa transfer from Venice port, which had been closed to cruise ships for the last 5yrs. Iglu’s ‘emergency’ number is only operational 10:00 - 17:30 Mon - Fri, this was a Saturday.

We had no option but to pay 500euros to a local taxi firm who got us there by the skin of our teeth, only to find that there had been no need for a private transfer in the first place as Iglu could have booked us onto Celebrity’s airport shuttle for $6.

Iglu emailed to say our out of pocket expenses had been authorised on 8th Sept, but they didn’t even attempt payment until a week later. By chance, I rang (took ages as usual) to chase and was told that the refund had failed 4 times that morning to our card. They couldn’t tell me which card they’d tried, but agreed to pay it to my bank account. The 6 days for clearing are up tomorrow, but it’s not even showing as pending in my account, so I don’t believe them.

They refuse to even discuss the refund for the price we paid for the original transfer which never materialised, let alone any compensation for the traumatic experience we were put thro. They keep throwing the 28 day complaint window at me saying they’ve got until 2nd Oct. to respond. I won’t hold my breath as they’ve never got back to me on time before.

Will never ever use them again as they made a pigs ear of removing one of my party from our cruise last year due to medical reasons (after 12hrs on the phone and eventually paying the refund nearly two months later to the wrong persons credit card) but I stupidly gave them the benefit of the doubt.

On a river cruise in July 2022, saga cancelled second part of cruise due to low water levels and refunded money to Iglu. Iglu have not passed on refunded money to us, the customer. I have spoken and internet chatted with Iglu representatives (transcripts of chat available) but still no refund over 2 months later.

Iglu representatives have on occasion boasted of the Iglu excellent customer service. DO NOT BELIEVETHEM.