Iglu Cruise

I've not had the best experience with iglu. I booked 2 cabins for me and my parents, both on the same deck. I had confirmation from them. When the final bill came through, the canons were.on different t decks. When I approached them, it was my fault, and needed to pay extra to mive the cabins together. I wont be using them again, the service the competition give is much better. When I had a future cruise credit, they lived to me and said I could only rebook with them when they were charging more for the same cabin I found with another provider. I used it with their rival, and will continue to use them. It would take a good deal for me to consider them again.

If there was a zero I would give them that!!! Great at taking your money! I booked a trip with them to New York on the queen Mary. At time of booking I requested that upon arrival in New York we delayed our return flight by 3 days so we could spend some time there. Not a problem I was assured! They would confirm flights 6 months prior to departure. The 6 months came, nothing, then I tried to contact them. The wait time on the phone was over 40 minutes. Eventually got through to an agent who confirmed my request and said flights would be given 3 months prior. At the 3 month I yet again went through the painful process of contacting them, this time 45 minutes on web chat!! To be told that my request had never been made and there were no flights available other than returning on the day we arrived in New York!!!! Incompetent staff, I have no words!!!!!!!! I have been reduced to tears of frustration after what was to be a once in a lifetime trip has been sabotaged by these idiots!!!!

The people are nice and very helpful, the problem which is so prevalent these days is that it takes an absolute age to get through to anyone for customer service reasons.

Covid seems to have been an excuse for all companies to have poor customer service, it's not the fault if the staff, I am sure they are working incredibly hard but you should not be taking more and more bookings at one end unless you can offer good customer services once you have that booking.

If I was just rating the staff it would be higher but no one that makes you hang on the phone for half an hour to get through can get more than a three at best.

Booked a cruise for 14 people, split over 2 flights as told the first flight only had limited seats still available. However, they are still selling the first flight and so asked for all to be on this. Told would have to cancel and rebook and lose thousands in deposits. Why should we lose money when lies that the first flight was fully booked?

Also impossible to get hold of them, now been waiting weeks for a response re special assistance for one of our party on the flights. No aftercare whatsoever.

Do not recommend, avoid at all costs.

When a destination is cancelled on a cruise I strongly believe that is sufficient cause for a refund of deposit as it is now not the cruise I signed up for.
Had enough of iglu, the 40min wait on the phone and the whole greedy travel industry to be honest.
Never again! like so many others here recently.

Great service.. Helped to choose options that best suited our party and no pushy sales. Given time to look through options and call back service at our convenience. Can't wait for our cruise and stay 2023. Thank you Christian.

Despite telling me about their excellent service, was on a saga river holiday in July 2022 which was cancelled halfway through. Saga refunded the money to Iglu (I have emails from saga) . Iglu will not even talk to me about passing on the refund from Saga. I can not recommend Iglu and I would not trust their customer representatives to give you a truthful answer to your queries.

Sadly after posting a 4 star review earlier this year I have now had to downgrade the starring for recent interactions due to recent concerns. We have had to cancel three P&O cruises for 2023 due to an awful experience on Iona in November 2022. The issue here is not Iglu but P&O allowing ship faults to effectively ruin our holiday, confirmed by P&O, which means that we are unlikely to sail with P&O again.
The issue with Iglu is the refund of funds in excess of the cancellation charges by P&O and any admin charges that Iglu apply. Iglu advise two cruises cancelled but refund will take upto a staggering 45 days!!!!. If I today called Iglu to book a cruise they would take funds immediately, yet to return them takes upto 45 days???. To put that in better perspective,we had to also cancel a cruise booked with Cruise 1st, that saw a refund paid and cleared into our bank within 7 days.
Therefore now we will find it challenging t use Iglu again when the overall service from others is superior.
Sorry Iglu not the best of service in this day and age.
Reference 1079661.
16/12/2022 Amended stars as refund received today £2690. Two weeks instead of just over six weeks is an improvement but still need to do better.