Iglu Cruise - London

EKA

I was scammed with money from Holland -America cruise line and tried to get my money back via iglu through which i booked the cruise, they seemed to care at one point, but everything was going back and forth for 6 months . I didn't receive the money back and iglu didn't respond to my last email at all. I suggested to them to warn other customers about Holland -America as they are scamming their clients with money , but now after reading the reviews I see the iglu are the same..you cannot solve any problem with them... they don't care ... I mention Holland-America, so people reading the review know the company is run by staff that care only for how to get all your money , the customer service is very bad and you cannot give them a review , because they don't "exist" in Google....

Yorkshire Tyke

Firstly, check out all the one star reviews. Something is badly wrong at this company so don't trust them with your money.
Our latest tale of woe involving Iglu involves being told by the booking agent that the deposit was not going to be added to our credit card balance, until we confirmed in a couple of days time we wanted to proceed with this particular cruise he had quoted us on. The agent, Paul, told us it would simply be a "holding charge" and funds wouldn't be taken from our account WRONG!

Despite not going ahead with the booking, we discovered that Iglu had in fact charged £317 to my partners credit card account.

"Not a problem" said Paul when he called me back to see if we wished to book, "I've requested a refund which should be with you within 5 working days" WRONG!

No refund arrived, so next thing was to hang on the phone for what felt like forever to get through to their customer services. I eventually gave up on that and decided to email instead. Within a couple of days I had a response from an agent to say not to worry, Paul had indeed requested a refund and she had also requested one, so we should receive it very soon. WRONG!

Another 5 working days elapsed and still no refund.

Replied to the agents email to say that we still hadn't recieved the funds. Haven't had the courtesy of a reply.

It is now 29 days since we were told we would be refunded for a trip we never even booked!

At best this is incompetence or sharp practice, at worst it is downright dishonesty. Either way, it is indicative of a shockingly bad customer service experience.

Trust me (and all the other disgruntled reviewers), book your cruise elsewhere because if something doesn't go according to plan, this company isn't set up, or caring enough about its reputation to help you.

And by the way, "Planet Cruise" is the same company trading under a different name (check their identical websites), so beware of booking with them as well.

You have been warned.

Kevin King

Cruise cancelled. Iglu do not respond to any correspondence or phonecalls.Over an hour on hold, finally spoke to someone. Promised a call back before 5pm the same day. A week later, I'm still waiting. They insist you pay the full amount when booking. No idea when the refund will come. Do not trust these people. Book with a local agent face-to-face.

Danielle Short

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.

keri trigg

I have been trying to contact iglu for the past month to try and amend the sail date of my cruise from 2025 to 2026. I have been passed from pillar to post and have had emails from lots of different agents saying they want to help but no one is actually doing what I ask. If I don’t pay the balance within the next few weeks I lose my £500. When I try and contact them via live chat to get the date amended the chatbot thinks I want to cancel the cruise! I am seriously angry and frustrated now and just want this sorted..

Liam Hill-Davis

Just don't.
Booking with a travel agent as poor as this just restricts you.
Poor customer service all round and we haven't even left yet.
Requested a call back, it took three days, by which point -surprise- the price had gone up by 10%.
I've been trying to correct a name this week to be told it'll cost £60. The airline don't charge and the cruise line don't charge. Iglus own website says £25 yet my fees, apparently, are £60. If it was a fee by Iglu I could understand (perhaps) but to be lied to, having been told it was imposed by the air/cruise line, is deceitful.
First time. Last time.
Let's hope they're alright when we travel, I'm not hopeful.
I shall update.

Ian Carbery

I booked a cruise and paid in full to be phoned the next day saying that P and O could not accommodate us on the cruise.
I was told that I had 24 hours to rebook a different cruise to the value or more.
Iglu eventually agreed to full refund, 13 days later still no refund.
Customer service is appalling, takes at least an hour to get through and they never respond in the time scale that they say they will.
Numerous emails without reply.
I will definitely not be booking with Iglu cruises again.

DANIEL O' MALLEY

This company is a shambles.
I cancelled an expensive holiday a couple of days after booking it based on incomplete descriptions provided by them.
Still haven’t has any refund, they haven’t actually cancelled the cruise with P&O, and now I cannot get through to them.
Avoid this company like the plague.