Planet Cruise

Lovely couple of hours spent at Sandringham. My wife would have liked to have seen more of the house. The grounds are extensive and well maintained with lovely views all around. We would definitely return.

Not what they once were... Planet Cruise used to be a fantastic company, I even booked my wedding cruise with them. They organised cabins for 38 people quickly and efficiently and were brilliant to deal with.

Not anymore. I cannot recommend Planet Cruise any longer.

They "lost" my first deposit of £400, citing costs for changes to the booking which did not exist. It took 4 months to sort it out due to the lack of staff and ownership of any problems. There are very few staff answering phones and you cannot e-mail them. The staff on the chat bot don't have the authority to deal with anything, they just pass it on or tell you to phone back. So disappointed in the service.

Book through Planet Cruise at your peril! It's not worth the savings or your sanity-go straight to the cruise company directly. If you want changes you have to spend your life on the phone trying to get through to Planet Cruise, the cruise company will not speak to you directly. You have been warned! The extra star is for Anita on the chat who was very patient and professional under difficult circumstances.

I am very disappointed in this company. Their after sales service is shocking. I have literally been queuing on the telephone over two hours in one instance, over an hour in another. It has been equally difficult contacting them online. My holiday was cancelled in March and I am still waiting for the refund! My last email was sent a week ago and I am still waiting for a reply. Naturally I will not be booking through them again.

I called Planet Cruise for a quote and Mark took all details and got my quote straight away. Called to say I would need to speak to my husband in the mean time i called another cruise company and got a much better deal a lot cheap and a much lower deposit. Mark called back to see what i had decided and i told him i had booked with another company i was just about to tell him why when he just put the phone down on me im so pleased i didnt book with Planet Cruise if thats what there customer service is like .

We have used Planet Cruise for two bookings so far and that will be it for us. Try getting through to their Customer Services and you will see my point. Forget phoning them... 'You are 25th in the queue'. Even their online chat had me waiting for over an hour.

Shocking company! Booked a 3 night stay in Orlando & 7 day cruise. A few months before they changed our room, apparently we were told incorrectly by the original member of staff. Told we could fly from Manchester, nope, changed to Heathrow. We were going from Terminal 2, then 3, then 2, then ‘S’ ?? Terminal ‘S’?? Finally get to our amazing 4 star hotel to find an empty green pool & building works, hotel disgusting!! No real reception but kind staff that admitted they should not be open!! Checking out we were charged another £300. We paid it just so they would let us leave & told to contact Planet Cruise. Taxi to the port was an hour late so he drove like an absolute mad man. Amazing holiday with Royal Caribbean 👍 Dis-embarked the ship to wait 3 hours for a taxi in 30+ degree heat, sat on the floor with our son, no food or drinks (Unfortunately no shops close by either) Contacted them on our return to be passed from pillow to post several times. We called the hotel in Orlando who said they’ve refunded the £300 to Planet Cruise. Who are now disputing this. I understand the taxis are a 3rd party but it was Planet Cruise who we paid to provide the service. If Planet Cruise choose to reply on here please don’t come the ‘Oh sorry about the issues & please contact us’ because it means absolutely nothing!!! I wish I could post photos on here, I’ve sent them to Planet Cruise & all I got was ‘Oh sorry’ . If anyone is being told Hyatt Place in Orlando is amazing then please DO NOT agree to it. All in all, rubbish service, no one knows what their doing, they take your money & run, then happily take the hotels money which we are entitled to.

Booked a cruise around Australia which Planet Cruise organised at a good discount. However the aftercare has been absolutely lousy. We were informed of our flight details early November by contacting the cruise company direct and were informed that they emailed the details to planet cruise in March!!! Consequently we were unable to secure the flight upgrade and seating arrangements we were hoping for. We were to hear back from a planet cruises manager as to what had gone wrong within 10 days, but 3 weeks on we are still waiting to here.
Oceania cruise and BA have been most helpful and informative when contacted directly.

DO NOT USE
We had a string of issues while booking our cruise and then when onboard. Arrived onboard to be told our cabin (which we had specifically chosen for multiple reasons) had been changed by Planet Cruise last minute with no warning, putting us at the back of the ship which we specifically didn’t want to be. We were miles from the lifts which was inconvenient with a 7 month old in a pushchair. When booking I had to chase multiple times for incorrect passenger information to be corrected. Also Planet Cruise didn’t action our request for a cot in the room.
Then when calling to complain we were told there was nothing they could do and that I should email at the end of the holiday. Ridiculous customer service they do nothing to make issues right, long wait times on the phone. Won’t be using again and advising everyone we know to do the same

Update - over a month since raising the complaint and no communication at all from the company. I reached out to the social media team as suggested, however, I also received no reply from them and so their ‘escalation’ was meaningless. This comment on my review was clearly for show rather than actually tying to help resolve the situation