Iglu Cruise Reviews Summary

Customer Service

Pros:

• "Great experience so far. Janet has been fantastic from my initial enquiry through to booking."
• "Janet has been fantastic from my initial enquiry through to booking. Good value cruise compared to others, very good at answering our multiple questions."
• "Spoke to Megan in Social Media, who was lovely and researched our issue fully and explained in detail the process."
• "Megan in Social Media was lovely and researched our issue fully."

Cons:

• "One of the worst things one can do in customer service is to promise to call someone back, and then not follow up on the promise."
• "Shocking customer service. Good booking process, but as soon as they have your ££ they don't care."
• "Customer service is terrible. A few weeks ago our transfer car from Tokyo airport to the hotel didn't turn up. No answer when we phoned Iglu."
• "POOR CUSTOMER SERVICE - having previously used IGLU with no issues, I’m sorry to report that this has become one of the Worst experiences I have encountered."
• "Should be NIL stars. Iglu used to be the most helpful of all. Now, they are USELESS."
• "Absolutely terrible post sales support. You can't get through to speak to anyone, and confirmation emails do not come through."
• "Really poor customer contact - I emailed them 10 days ago pre-cruise but they are saying that the email box isn't monitored."
• "Truly awful company. Booking a last minute cruise, had two retreat suites in the basket totalling £10,400 for 4 people. The Celebrity website showed only one cabin available but Iglu had the two available, I thought before we pay ( baring in mind we were literally minutes away from paying ) my gut told me to ring up and ask why Celebrities own website was showing 2. The rather rude call agent stated this was an error and what would have happened is payment would have been taken, and then a few days later a call agent would have been in touch to tell us it’s unavailable and that upgrading or cancellation would have been the only option and that yes, cancellation fees would incur. The is sale by deception, iglu know there isn’t a cabin available over the phone but their website team happily let you pay over £10k for a cruise that isn’t available. It’s scum bags like these who’re ruining the travel industry."

Booking Process

Pros:

• "Got Iglu to price match a cruise which they did and I subsequently booked."
• "Booked with them for 3 days Rome followed by a Celebrity Cruise. Really impressed with communications, they way they dealt with my enquiries and more importantly arranged all transport etc with no issues."
• "The staff were very knowledgeable And pointed me in the right direction of the website about what I was enquiring about."

Cons:

• "I had a very brief window of opportunity to book a cruise and I wasted it by calling Iglu and lost out as a result."
• "Mis-sold a holiday, be very careful when booking!"
• "I have enquired about 2 cruises and asked for a call to help arrange the booking. The 1st call back I arranged never happened."
• "As a previous customer of Iglu, I received an email from them offering extra discount for a future booking on a cruise. When I contacted Iglu to book a cruise using the extra discount, Iglu refused to honour the email."
• "Website is misleading, says things are included when purchasing that you later find out aren't."
• "Found Iglu Cruise website easy to use - have used it successfully before. Confirmation of purchase arrived almost immediately and links to complete the cruise company's documentation arrived very shortly after. Also great that they give a discounted price compared to the Cruise company's own website!!"