Iglu Cruise

Positive experience: Overall the experience was excellent and both Leanne and Daisy were very helpful in getting us the cruise booking we were looking for. Only one slight issue is that the price went up between getting the first quote and booking the cruise one week later. Shame. However, Daisy was very professional and helpful.

Fantastic experience: An agent called Mark was just extremely helpful. He replied very quickly to my questions and I was very impressed with the way he answered everything Thank you

Positive experience: Good service, needed a cruise where mother in law could take her stroller was very helpful. Cruise booked

Fantastic experience: Easy & problem free booking It has been a pleasure booking a Caribbean cruise for myself and my 5 friends with IgluCruise. Grace Brown my cruise specialist has been fantastic from the start. She has made booking our first cruise so easy and problem free, ensuring that I was fully happy at every stage before making my final decisions. Thank you so much Grace we are all looking forward to our cruise in November 2025.

Fantastic experience: Gemma was very patient with someone who had never used either Iglu or NCL before. She went to great lengths to explain all the details I needed answered which allowed me to book a cruise to Japan that I have been waiting years to do. Many thanks

Fantastic experience: We always book our cruise holidays through IGLU company not only is it better value for money they always offer an excellent customer service and go the extra mile to help you choose the right cruise for you what more can you ask for

Fantastic experience: nice and easy to book easy to follow online already for an adventure

Fantastic experience: Thankyou to Sue for giving me all the details for 2 different options for cabins she was very helpful, and thankyou to Wendy when i booked the cruise she helped me with some queries i had.Overall this is a very good company and would certainly use again

Fantastic experience: Iglu always have great packages on their website, Daisy was really helpful and great at tailoring a package even further for us! Thanks so much

Fantastic experience: Just booked a cruise with Iglu Cruise through Emily. I find the entire process very pleasant as Emily was thorough, professional and did her best to find the most appropriate deal for us in the process. It my first experience with Iglu Cruise, and so far it has been great!

Fantastic experience: Janet was very helpful and knowledgeable great service

Negative experience: Iglu as a Company have let us down very badly and down even bother to respond to us after the mess up - don't respond to emails, couldn't care we have lost money, not delivered the package we have paid for Fortunately I have emails confirming exactly what our package is so will need to go legal with them after our return back to the UK as well as rely on our s75 protection I would give them a wide berth - Go to imagine cruising or book with the carrier direct or, if you are a Costco member via Costco

Fantastic experience: We had a query regarding the option of a flight change on a holiday we booked with Iglu Cruise and asked if it could investigate options on our behalf. It come back with a response within a couple of days which was excellent. Although there was not availability on the option we were considering we were very pleased with it's response to our enquiry.

Fantastic experience: Istanbul cruise booked with Iglu and it was way above what we thought. It was amazing from start to finish, we will be booking again for next year. 1st class A*****

Positive experience: William Stacey was friendly and helpful. It would be helpful to me in future if the Iglu agents spoke slower so that we could take in fully what was said first time. A good experience overall. Ian Price

Positive experience: Fast, efficient provision of available state rooms on chosen cruise

Fantastic experience: Great company and thanks to Emma in Newcastle for being so helpful

Fantastic experience: Quick to respond to online query and very competitive price offered. Good knowledge of itineraries and options for me. Excellent service.

Fantastic experience: Great booking experience with Iglu. Emily was very helpful all with questions I had about pre and post cruise hotels and transfers.

Negative experience: So far they have been horrific. First time booking with this company however was recommended by family. 1) They blatantly lie. 2) poor mannered staff who literally just dont seem interested 3) no compassion. 4) never a senior member of staff to talk to Stay clear of this agent

Positive experience: I have booked several cruises with Emily Storey at Iglu and found her to be very reliable, honest, detailed and easy to talk to when booking. I would recommend anyone booking to deal with Emily. On occasions I have had to deal with Iglu customer services who have taken a little longer than I would expect to get back to me hence the 4 stars overall

Fantastic experience: Great price, very easy to book, love the destinations, love Marella ships.

Fantastic experience: Spoke with Carolyn who was friendly and efficient and query was dealt with quickly. Quite definitely an asset to your company.

Fantastic experience: Fantastic customer service everybody are so lovely and friendly and a big thanks to Simon for sorting my travel assistance out

Fantastic experience: Good customer service, built our cruise stay package to our requirements, thank you Gill. Have used Iglu before would not hesitate to use them again

Fantastic experience: Our BA flight has been cancelled less than 24 Hours before the flight. I phoned IGLU and spoke to Lara. She was brilliant, extremely calm and efficient. She has booked us on the next available flight a day later so we will still be in time for our cruise. Can’t recommend her and IGLU highly enough. Thank you

Fantastic experience: Gary was very thorough and explained everything clearly. He answered all my questions and was extremely helpful. He really is a good fellow.

Fantastic experience: Caroline was very helpful and professional, managing to deal with my query and emailing the relevant result immediately after our telephone call.

Fantastic experience: What helpful staff. Took any concerns away and very professional.

Negative experience: Unfortunately I did not get the usual helpful advisor that I normally do. I booked a cruise, I should have done more research first because not given much information. Ended up booking something I was not happy with. I realised the ship was too big for us, also half term. We have traveled extensively on cruise ships. I spoke with the advisor the next day, he said I would looseall the money if I cancelled. He sent me email following day to say I could transfer. I tried phoning todsy but waited an hour.. So guess left witha cruise I don’t want.

Negative experience: Fantastic service when booking. Crap when you have a query or complaint. Put in a complaint online as customer care said no telephone number for complaints. sent four messages over a week never got a reply and basically lost all the money. Don't believe what they tell you when booking. Check independently BEFORE or even better don't book with them.

Negative experience: Iglu cancelled our trip without our permission. We called to understand what the cancellation options were. On finding out that is was non-refundable, I chose to keep the booking open. An hour later, I had an email from Iglu saying that they had cancelled my trip. I’ve spoken to them numerous times since and they are holding no responsibility for this. AVOID. DO NOT BOOK WITH Iglu!!!

Negative experience: Booking agents were very helpful. However they took a large deposit and when they made repeated changes to the booking meaning the holiday wasn’t as booked they hid behind it being ‘beyond their control’. What wasn’t beyond their control was they failed to respond to urgent messages then sent generic responses. They refused to cancel the booking. They refused to amend the booking without forfeiting the deposit they failed to deal with the matter with the urgency it needed. They were obtuse and offered no compromise. They failed to treat us with the care, respect and curtesy you would expect from a a large company. We were only ££££ to them not customers who might use them again and again. IMO do not book with them you will regret it. Book directly with airlines, cruise companies as when they alter your booking you will be offered the chance to cancel.

Fantastic experience: Just booked a last minute cruise, and couldn’t be happier. Literally couldn’t get a better price anywhere and Tamsin who was helping me went above and beyond to make the experience smooth sailing.

Fantastic experience: Tamsin helped us book a very last minute cruise today and was so helpful. Couldn’t recommend enough! Thank you Tamsin. Ettie and Jay

Negative experience: 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....

Negative experience: 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..

Negative experience: Change of itinerary from Manila to Hong Kong, flights transfers booked ,Iglu promised return calls ,Never happened, awful company, Avoid ,will never book with them again

Negative experience: 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.

Negative experience: Want to book a 15night Norwegian Cruise for 2025 after a 18day Alaska this year. 1st call, generalist, good advice towards 1 company. Took my details. Will get someone to call you back. 1 week later, no reply. Called back. Spoke to switchboard. Will put you through to "tailor made". 6 min of annoying music later, no reconnection to switchboard. That's my money spent elsewhere. Bye. If they can't cope with sales calls, how bad is after purchase & complaints. Ps, Don't post a "Hi there...." reply. Spend your time answering the phone, not trying to close the stable door...

Negative experience: 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.

Negative experience: 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.

Negative experience: 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.

Negative experience: I raised a complaint with Iglu Cruise on 20th July and STILL have not received any kind of resolution or proper response. They told me it would take 28 days for a response and since that time frame has elapsed, they have repeatedly extended it while providing no actual resolution. Extremely disappointed with their customer service and will not be using again!

Negative experience: 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.

Negative experience: Reference: 1196610. Awful customer service!! Very polite but totally inefficient. They promised they will short it out, that they will call you back, etc but nothing gets done!! 3 x months we have been trying just to get the correct airline booking reference so we can reserve our seats due to my health condition and NOTHING!! Will never use them again!!

Negative experience: I had to cancel my cruise due to finding out my brother in law had cancer and was only given a few weeks to live so I contacted Iglu and they told me to contact my insurance company which I did who have paid out on the insurance apart from £348.60 which is the port duties and taxes and they told Iglu have to pay this back to me. I contacted Iglu about this and they paid £280.60 so I have tried to get the £68.00 from Iglu but they are ignoring my emails that I have sent which is 6 emails and I have contacted them by phone 7 times and can not get an answer on the £68.00 all I get told is someone will call me but it has not happened. I am feed up to the back teeth trying to get the £68.00 back but I will not see why I should drop it. I have to give a rating so that I can post this so gave one star but really it should be a minus Would advise anyone that book through Iglu to be careful if you have to cancel as the service is really poor Maybe Iglu will contact me after this review and sort out this £68.00 Mr Ron Somers

Negative experience: 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.

Negative experience: If I could put 0 stars I would. The staff in the cancellation department was aggressive and rude, another staff member in the booking department gave me false information. After booking several cruises throght them last year alone, and plenty of others before that, this horrible experience has made me adamant I will never book with Iglu again, and would never recommend them to anyone.

Negative experience: I have never experienced such bad customer service as from Iglu cruise. I usually book direct with the cruise company but booked through Iglu hoping to have a better experience, how wrong I was. They did not select either the bed configuration or meal sitting I chose on my booking. I have contacted them several times over the week since I made my booking to be told I have to have freedom dining despite this not being what I booked and they said first sitting was no longer available although the cruise is not yet sold out and knowing others who have changed their dining options to first sitting. I explained that I have anxiety and like to know when my mealtimes are so can plan my evenkngvand that is why I pay extra to have the option to select my meal time. I have asked for the complaints policy but this has been ignored and they have just repeated the information I had already bee n told in that I have freedom dining. So Ttoday i contacted them again and was waiting for 1 hour 45 minutes to speak to someone but when I explained my issue they just said it was a bad line and I got cut off. I would not recommend them to anyone, just go direct at least you can then resolve things with the cruise company themselves. I have found the whole experience incredibly stressful and am now not looking forward to my holiday.

Negative experience: Mu partner booked a cruise with iglu last week its not even been a week and its an absolute nightmare already. They did the booking with P&O incorrectly wasted hours of our time and money. no call backs, cut and paste email responses not answering any questions. We went To P&O directly only to find out Iglu had not done any of the booking as required if they had of done we would have got what we asked for. Really they should receive minus stars for how utterly appalling and shambolic this episode has been. Worst company I have experienced across the board in over 20 years. Please take my advice and avoid!

Negative experience: Absolutely awful customer service. Booked a cruise and within an hour realised I had completely messed up with the dates. My cruise wouldn’t have had time to be confirmed with the cruise company yet, my payment hadn’t been processed, no admin work had been done as it was evening and Iglu wasn’t even open to do anything with the booking. I emailed within that hour asking if I could cancel or rearrange and apologising for my mistake. I had an email back the next day refusing to allow me to cancel, without the loss of £250. I can amend, but with very specific rules (very restrictive) and I have to pay £150 to do that. A deposit is to ensure the company suffers no financial loss in case they cannot re-sell the cruise. I cancelled within an hour, so that financial loss is nonexistent. An amendment fee covers admin time. No admin work has been done. I requested to amend the booking to a different date instead, if that’s my only option. Since then, my booking has been confirmed and payment has been taken. Why has this happened AFTER I contacted to cancel or amend? Why was my booking not changed immediately to alleviate the admin time? I know exactly why - so they can charge me more because they can now actually say they’ve done the work and booked the original cruise. Disgusting. It has been 3 days and I have had no response from the company. As of yet, I’m stuck with my initial booking which I cannot make and have been trying to fix now for 5 days! I am still none the wiser what cruise I’m going on, I cannot book time off work, I cannot make any arrangements. My 8 year old daughter who I am travelling with is autistic and asking me constantly what is going on. I cannot answer her. She wants to get excited and neither of us have any idea what’s going on! Absolutely appalling customer service. I will never book with this company again. Very unhelpful.

Negative experience: I am writing this once again calling lglu AGAIN !!!!!! Booked my cruise with iglu cruises booked acouple of cruises throw them before , I was due do go on my cruise on 18th may 2024 to norwegian fjords. However was diagnosed with cancer end of April. Called iglu 4 different times for the paper work I need for insurance . Each time in the phone waiting 1hrs 10 mins and more . I am very very very upset . Been told its msc and msc telling me iglu . I the last call a lady called jess promised me she would send the information and paper work I need . I really don't need this at moment . VERY VERY STRESSFUL !!!!! I still I'm getting no where !!!!!! How can you contact manager I just don't know what to do !!!!!

Negative experience: I would never book through iglu again, my husband and I booked a cruise from Southampton for 7 nights on PnO Britania, we are both disabled, so chose complimentary car parking to be able drive to port and have assistance with parking, we printed our package details, which had parking option ticked, no mention of time limit of 35day pre cruise, only in relation to coach travel if you wanted it, we rang about another query on the 19th May the young lady said you should ring this number she gave me to book parking, which I called straight away, only to be told our voucher had expired, I spoke again to iglu they said that it was clearly on document's, I stated not on our document's, after checking emails sent here to us the young lady agreed, so would take it to a supervisor, but after being held on hold for 40mins came back to tell me that they would not be able to help, We are left with no alternative, I am disgusted with iglu, they take your money, but afterwards they don't want to know! I was told someone would discuss it with me but had no response, I am contacting a solicitor they will have a field day with our document's wording!

Negative experience: Today we spent nearly 1 hour on the phone to Iglu cruises, trying to book a cruise for my Auntie who hasn't been on holiday for many years. We had to call up as it's not possible to book an accessible cabin on Iglu's website. When we got through we spoke to one of the agents (Zack), who put us on hold almost immediately after phoning through. No interaction of why we were booking, if we'd been on it before, were we excited etc - basically zero customer service. After checking for 10-15 mins, we were told that because Iglu's system was so complex to navigate we would have to arrange a call back for the next day (which was not convenient to us) - I explained that we were just trying to get a price as we cannot get any idea online and would really like to have a price there and then. We were then put on hold for another 25-30 mins to be told categorically 'that there were no accessible cabins available on P&O Iona in May or June 2025' I said, so if I call up P&O they will tell me they have none available - Zac confirmed this would be the case. We then called back and spoke to another agent at Iglu (Chris) who confirmed that there were multiple accessible cabins available for these dates, saying that Zac had lied to us. Iglu have therefore lost out on the booking worth over £4K and we will certainly never look to book with Iglu again. AVOID!

Positive experience: Transfers were organised. Unfortunately at Barcelona airport they had problems with the baggage on the 1 May. We waited 2 hours for our luggage. Incredibly slow. No explanation. Not iglu cruise fault. But our cab transfer left… Spanish representative at Barcelona not very unhelpful and basically said it’s tough get your own cab. And ring the company yourself Meaning we had pay for our own cab from Barcelona airport to the hotel. £35 euros The start of our holiday was stressful and we were delayed badly At the end of our cruise the transfer from the cruise ship to Barcelona airport was waiting outside,but you get dropped off 6 hours at the airport before your flight. Meaning you are stuck at Barcelona airport and you can’t check your luggage in. We were picked up at 10am. And our flight was 1650. A very long wait.

Fantastic experience: Booked our second cruise with Iglu and got the same excellent service and dream holiday. We will definitely use Iglu again for our next cruise. Customer Services team are really helpful.

Negative experience: Virtually impossible to speak to anyone if you have a problem with your booking. We were booked unnecessarily into a hotel for our return flight which was a days wait at the airport. We should have been advised that a tour could be taken to fill in the time which also dropped us at the airport. When I tried to change this, Iglu (eventually) advised that I would be charged anyway.

Negative experience: We have used IGLU for 3 cruises. They were ok when everything was straight forward with our booking- but when you need help with something they were terrible. Hard to reach, sometimes didn’t respond at all to emails, unhelpful when they did respond. I recommend Bolsover cruise club who have much higher customer service standards.

Negative experience: The initial sales experience is good and they are able to offer some good deals, the after sales service needs improvement, 50+ mins on the phone to upgrade to the drinks package on a cruise is not good enough, you need to find a better solution IGLU.

Negative experience: My father booked a cruise with my family to go on a September cruise this year but unfortunately my dad passed away 24th February whilst on holiday. Obviously knowing I had this cruise still I contacted iglu and let them know that the leader booker has passed away and if they could help us by putting my family and my mother all together in the same cabin and I felt would be more company for my mum and of course cheaper and we had 2 separate cabins previously. Unfortunately this was not available due to being fully booked so of course I felt the best way forward was to cancel, as now I was told my mother would actually have to cover my dad's half also as the price was per cabin and not person. Despite the fact the invoice very clearly states prices per person. Of course I decided to cancel this because as I did not feel it was right for my mum to pay this amount for a cabin all by herself (around £5k). I lost a total of £744 with only £100 returning to me for my dads deposit as a gesture of good will. I was not offered to defer the cruise to later date, I was told to send my dad's death certificate as for what I can only assume was to confirm he was actually dead and I was not lieing as this was before we found out we was getting no money back and before we fought for the £100. As a summary there was no compassion at all, and they were completely money driven. I recommend people reading this contact MSC direct a book through them as they have been the opposite and have really helped in the matter and offered help and advice as much as they could.

Negative experience: Recently had to deal with the death of a family member booked on the cruise with us. Iglu had every opportunity to act with some compassion but they chose to be ruthless and completely unsympathetic to the sudden death of our loved one. Asking us to send a death cert over leading us to believe we might get some money back when really it's just to confirm we were telling the truth. We have had to fight hard for weeks only to receive back £100 which we should get back in 45 days, we didn't even want to cancel just move the booking. Never again will I book with this company.

Fantastic experience: Booked loads of cruises with Iglu Always very good. Like having special offers sent to me, the website is easy to use and I like the fact the customer service open till late with real people answering not robots. Only little moan is when I have already only Paid the required deposit you keep asking for the balance to be paid early.

Negative experience: Service was excellent when booking cruise, couldn’t do enough to assist. Since booking we have been trying to make an amendment to our holiday and have found the customer service appalling. The only way to make contact if your enquiry is non urgent is via a contact form. I sent off three of these before receiving a reply. Three weeks on from my original enquiry I’m still no further forward to resolving our issue. Extremely disappointing service, will not use company again

Negative experience: Booked a standard package cruise with Iglu recently, however we did not receive any written confirmation during our dealings with them - even with the deposit of over £1000 being taken. We initially received a quote via email and booked the cruise ourselves online (we did not receive an email or text to say this had been successful, but the deposit had been taken out of our account). Upon booking, the price was £200 extra than the original quote, which we did not think was unreasonable as we assumed it was for commission. We received a call a day later from an Iglu travel agent, asking how much the package we selected cost and we should hear back from them soon. We asked for written confirmation of our booking, which they stated they would send after the phone call - we did not receive this. We received a phone call the following day from a manager stating the price we had paid had been lower than it should have, as there must be a ‘glitch’ in the system. They stated the cost of the standard package was an additional £400 each. At this point we had still not received any written confirmation and decided to cancel the cruise and thankfully, we had our money back after a week. We also checked their online bookings where the price we paid was still present, so I do not believe this was a glitch. We have now booked the holiday through the cruise ship ourselves and have paid the original amount we were quoted with Iglu, but we will now receive the Premium package - so we have more included with the price than what we would have had through Iglu. I would not recommend Iglu due to the treatment and general lack of consideration for the customer. It felt like we were being scammed when we were dealing with them so please book through other sites if you can!

Negative experience: BEWARE: I recently booked with Iglu Cruises under their £1 deposit promotion for a Princess cruise, only to find that there are additional deposit liabilities in the event of a cancellation. These were not advertised or mentioned at the time of booking and are £75 per person in the event of a cancellation and hidden in the standard Ts & Cs. There should be dedicated terms for the offer.

Negative experience: Worst customer service I have ever received. Booked and secured a cruise by paying a deposit, to then realise and get a call late the next day that it had been cancelled because of a human error in the pricing. Iain Lunt one of their managers was not understanding of the situation that had now been sprung onto me which is not my problem at the end of the day and I want aware when booking they had made an error. I appreciate we are humans and we make mistakes but getting a call saying your cruise has been cancelled and you must pay £800 more is frankly ridiculous. No solution or level of care given. It then has taken a week to resolve in which boiled down to speaking to various managers at the company including Jennifer and Claire. No amicable solution was made by either of their managers and when escalated I get a call back from the same people who frankly didn’t do enough to resolve this situation. They have lost a lot of business as we are avid cruisers but they could had dealt with the situation a lot better and quicker. Other cruise companies I spoke to mentioned they would honour the price that I have secured and they take a small loss. Not the case here, which is ridiculous. They told me I was in the same situation if I get my deposit back but that is not the case as I had booked my flights and hotel!! The result boiled down to them time pressuring me and saying that I had an hour to effectively come up with a response, either book the cruise or get your deposit back. I will be taking it further once I receive all my recorded calls and notes made as per the ICO protection. Wouldn’t recommend this company to anyone, lots of better cruise agents out there for your use.

Negative experience: Booked our first ever cruise with Iglu as a gift to my husband. Turned out it was nearly a £1000 more expensive than other companies. I contacted Iglu to be told they don't upgrade or price match and if we cancel then we will lose £425. We are still cancelling as its cheaper to do that rather than try and use them again. Not that their customer service response was one of a company that values its clients.!

Negative experience: DONT BOOK WITH IGLU CRUISES. We were not offered the discounted drinks package on booking, which we should have been, and iglu cruises acknowledge this. Despite this we now have to pay full price for the drinks package, which is more than double the discounted price, as Iglu Cruises wont do whats right and rectify their mistake. Absolutely shockingly awful customer service.

Negative experience: Have been using iglu cruises several times but never again. The customer service department is completely incompetent. We had a cruise cancelled by them and we have been trying to rebook another cruise for over a week. They promise to call back and don’t, we are put through to customer services and after waiting 25 minutes establish that the department wasn’t even open. We have spent literally hours waiting for help and even when we thought it had been organised it hadn’t. Never again will we use iglu.

Negative experience: Our family recently booked a cruise through Iglu. We weren't advised of all our options at time of booking (premiums drinks package at discounted price if booked at point of sale) and subsequently lost out on this substantial offer. Iglu not interested in the slightest at trying to help resolve the issue and advised because neither we or the agent brought up the drinks package offers at time of booking they would not retrospectively offer this price. As we 1st time cruisers how are we meant to know what offers to ask for. Also, left on hold for hours at time trying to speak to someone and calls never returned. PLEASE, DO NOT BOOK THROUGH THIS COMPANY! We have learnt the hard way!

Negative experience: Tickets arrived day before holiday after numerous telephone calls. Taxi transfers did not turn up as quoted on itinerary. Nobody to contact when experiencing problems.

Negative experience: NEVER USE IGLU CRUISES! BE WARNED! BY FAR THE WORST COMPANY I HAVE EVER HAD THE MISFORTUNE TO COME INTO CONTACT WITH!!! I have been trying to resolve a complaint for over a month and am getting nowhere! I was sold a cruise by Iglu however the cruise extras were not discussed with me at the time of booking. I subsequently (via my own investigations) found out that certain packages on board were more expensive after the initial time of booking. I get this and understand it, however my complaint resides from the fact it was not explained to me that this was the case. Having spoken to MSC Cruises directly they advised they could not deal with me as a customer as Iglu were the tour operator. They advised me to ask someone from Iglu to call them and they should be able to sort it out. After many, many, many hours of waiting on hold to speak with Iglu on several occasions, they promise me they will look into my complaint and call me back, which no one EVER does! Absolutely shocking service and have learnt the hard way! Would not advise anyone to book with Iglu......EVER!

Negative experience: Unfortunately i booked a cruise via Iglu for the wrong year, 2025 instead of 2024. Immediately i aware this was wrong and tried to contact Iglu, but the only form of contact was via email. It took them 48 hours to respond which is unacceptable. Needless to say when they did contact me it was too late as P&O had just confirmed the booking. I appreciate it was my fault, but lack of supportis not acceptable.

Negative experience: I have booked a cruise with Iglu and up to now been reasonably satisfied with the service. However now that seems to have changed having paid the balance more than 4 months before the holiday is due to start. Iglu seem to have my money but have not yet paid princess for the cruise, meaning I cannot add extras to the package until it is paid for by Iglu .seems Iglu want to hold onto my money until they can be bothered to pay the cruise company. I did ask why I had to pay so early when booking, their answer was they had to pay for the flights, cruise etc 4 months prior to departure. No looks like this is a lie they just want to hold onto your money. I’m not sure of the legality of this practice as it seems to be built on fiction rather than fact. I have contacted Iglu to ask the questions raised above but haven’t had a response, which doesn’t surprise me I await their response !

Fantastic experience: We mostly use Iglu and have always had great service from them. Recently a cruise was cancelled due to Red Sea problems. We spoke to an agent to try and book another cruise (we had already paid for the cruise). She was so helpful even though it was a Sunday, and rang us back later that day after she’d managed to contact the right department. Just booked another late cruise this week with them. Tried booking with P & O - agent was less than helpful, didn’t listen to what we wanted or know about different options. Iglu agent came up with a solution (change start date by 1 day), investigated flight options, and saved us £1800!

Negative experience: If your travelling from Southampton good I'm sure ..if you need to speak to anybody or get guidance or help when the connextion they organised breaks doen ...they don't and can't and ask you to call the airline whatever the emergency. NO emergency helpline...just 24 in the queue and 1.5hrs to pick up and then referred to another dept who 1 hr later hadn't picked up .Helpfully unhelpful they are

Negative experience: They might offer better prices but you better to contact the cruise directly and see if they can price match. Their customer service team is terrible when it comes to deal with an issue. I’m waiting since 17 days to hear back from them and I’ve been promised to be called back everyday on the past two days and it hasn’t happened. The sales person missold us an unsuitable cabin. They just take the money and not care in rectifying their mistakes! Terrible

Fantastic experience: My 1st solo cruise and using Iglu From sending for a quote to booking was the easiest I have had. I sent for a quote and called the next day to go ahead to find the trip I'd been quoted had sold out. I said what I was looking for and it was almost as if the package had been bespoke picked for me. On a plus it was less travel time and slightly cheaper Then I read the Iglu reviews!! PLEASE DO AS I DID AND IGNORE THEM AND TRY FOR YOURSELF! I had to call to clarify flights, got through to a person straight away to help me. I needed to call again nearer departure, as my transfer times were different to my embarking time, that also was resolved quickly, neither calls took more than 10mins With hotel stays either side of my cruise, local Virgin flights, private transfers, I couldn't faulter. In fact both hotels locations blew me away. Antigua, the stunning location, views and outstanding service, Barbados the views, beach and service. Both hotels were tired, but if I'd stayed elsewhere I would not have had the amazing experiences I did. I've had the most amazing holiday and wouldn't hesitate using Iglu again. The only thing that was a negative to my holiday experience was the service on P&O Arvia and Sunbed wars which are all true.

Negative experience: My first time trying to book a cruise and what a complete nightmare with Iglu Cruises. Please avoid and use at your own peril....! I thought I had booked a cruise last Saturday and went through all the payment protocols for a Marella Cruise to the Aegean. However, at 5:30pm on the same day I got a call from Iglu cruises stating that I would have to pay an additional £350. I spent 49 minutes talking to three different people and was additionally assured that someone would phone me back on the Sunday [they did not]. There is a deep systemic issue with the booking process, as I had selected my cabin, had booked on line at 8:30am and my friend who booked at 9:00am by phone had none of these issues at all

Negative experience: Nice and easy process when booking but OMG there after sales service is extremely poor. Can never get through to someone on the phone. Any queries takes weeks to get answered via their online account. After paying off my holiday they didn't ticket my flights for at couple of months afterwards which ment I could book seats and lost out on extra leg room and sitting together. Shocking after service.

Negative experience: Would never book with these ever!! Again don't want to help you so just keep you on hold for over 30 mins, easy booking when you are paying out a lot of money but not when you need to add drinks package after and try to charge you more than what princess charge you! now princess cruise price match too!!

Negative experience: Nice easy process to book and good prices . Issues start when you need to speak with someone - what a nightmare . Took them 3 weeks to sort their admin errors out and the tried to charge me for they own admin mistake . Then I needed to do a simple name change which I requested 3 weeks ago and still not done . From now I will always book direct with my cruise operator . P&O offer price match now !!

Negative experience: 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. I was sat waiting by the phone for an hour when I was told I'd be called back within five minutes. I finally gave in and was on hold for a further twenty minutes before I was able to reconnect with the person who was supposedly 'helping' me. It transpired they'd done none of what they'd said they'd do and I lost my booking as a result. Had I gone straight to the cruise operator (P&O in this instance), from the outset, I would have secured my booking. 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. Please do not make the mistake that I did and please treat these amateurs with the courtesy they showed me, which was to be ignored and forgotten about, apparently.

Negative experience: Absolutely terrible post sales support. You can't get through to speak to anyone, and confirmation emails do not come through. Phone system is terrible and deliberately designed to stop people from attempting to make contact. Really regretting using iglu.

Negative experience: 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. We have a forthcoming cruise from Miami ( Ref: 1106134) where we have repeatedly asked for flight upgrade quotes. As you CANNOT speak with these people requests disappear into the abyss , when they do respond you cannot contact anyone to confirm, accept or challenge.Due to the delays and lack of response by IGLU the costs for our flight upgrade have gone up significantly and when we decided to accept a price, they can back and requested a further £2000+. Flight times have also changed with no options provided, leaving us a full day in Miami with two children under 3 until midnight. I have askedthe company to assisting and provide options but the response from CustomerService ( Donna S) does not address the issues raised and simply offered a £125 fee waiver, despite asking us to pay thousands extra. Appalling service, lack of assistance and zero customer support. I would avoid using at all costs. I HAVE ASKED FOR THEIR CUSTOMER SERVICE LEAD TO HELP, but nothing other than a generic response that does not answer my questions or resolve the problem - shame on you IGLU

Negative experience: Mis-sold a holiday, be very careful when booking! Called and spoke to Antony to get information about our first cruise - Spice Route, India & Sri Lanka from Singapore to Mumbai with Stays, 5 February 2024 (18 nights). Antony (Ext 2147) confirmed that the balcony cabin was available, (even when I asked him to confirm this, as it was not showing available with other agents). he abruptly replied."It would not be showing on our system if it wasn't available!" He said to book now or prices change so we were so excited, it was our first cruise and we booked. He confirmed availability and took full payment, informing me that if I cancel now I will lose full payment. He confirmed the holiday details and he once again confirmed the balcony cabin. We finished work and were going out to celebrate and we get an email from Antony informing us that there is no availability and that he will check in the morning. This is after confirming several times and taking full payment. His supervisor (Dan) was so unhelpful and we are heart broken, as we were promised a holiday and told the booking was confirmed, together with giving full payment. Dan then tried to mis-sell by saying if there is a downgrade available he will book that for us, at a similar price or more! The balcony I informed him is still showing available on the Iglu site despite Celebrity's own website not showing availability. Agents are mis-selling holidays so be very careful when booking. Iglu agents book you to get their sales numbers up and when I asked for it to be escalated at Director level, it was refused by Dan. Will be taking this to ABTA and Trading standards to expose them. Update 20/12/23 - Had a call from Jennifer (Antony's manager) contradicting Antony stating that they hold cabins from Celebrity and so Antony needed to check. Whereas, he had informed me they have to connect to Celebrity's system to check for availability. It is all a shambles. Just when I thought matters couldn't get worse, I get a call from Sarah (Customer Relations), She asked for names to be removed from this review. I informed her it is important to warn other potential customers that may fall in the same trap, as we did. Again, she contradicted Jennifer stating that they do not hold cabins. She apologised for Antony's conduct in his appalling handling of the cancelation but yet confirmed that he followed their correct process of booking first with payment, then confirming cabin availability but not informing customers of this until after booking has been verbally confirmed, when it is not available. Also, being defensive as a company about showing availability of cabins (like balcony) when they are not. It was clear mis-selling, Her offering £200 off for a booking despite it reflecting as a lesser discount than the price on their website anyway. I informed her that we will be escalating this with the relevant trading bodies. They have both failed to provide contact details. It is misrepresentation to lure customers in to sell cabins that are not available; also to confirm bookings with payment when they are not even available. Apparently the Director's details can not be shared (Mr Downs) as Sarah informed he would not be bothered to look into this where he would simply pass it onto her anyway. Seems it is the blind leading the blind at the expense of the customer!

Negative experience: I have enquired about 2 cruises and asked for a call to help arrange the booking. The 1st call back I arranged never happened. The second call was more hopefull as I received a text informing me of the call time, that didn't happen either. I certainly would not trust this company to book and organise a cruise if they can't even be bothered to sell it to me..

Negative experience: When booking a P&O cruise on Iglu website I paid an additional £75 for the 'Best Location' cabin option, an option recommended by Iglu. On receiving my allocated cabin from P&O I was surprised to see it was at the very rear of the vessel in a location described elsewhere as to be avoided. I contacted Iglu who repeatedly stated they could not affect the assigned cabin location (?) and then contacted P&O who advised me that no request for a preferential location had been made from Iglu. I am now looking to recover this money which I suspect was taken fraudulently.

Negative experience: My cruise last week was the 4th time I'd booked via Iglu. But will be my last. I upgraded twice, chose cabin, but then wanted to change it to a lower floor, as i didn't want the noise from above deck 14.I tried communicating via the online chat, which failed miserably. So I called. And was number 14 in the queue. Eventually got through, and was told that there was one cabin on the deck below, which was a joining, with no sofa. Which was not acceptable. And one other on the same deck I'd booked. I was put on hold after every question that I asked. Which was so frustrating. When I asked if I could down grade, to get lower down. I was told that I couldn't. I asked to be transferred to cancellation department, and was on hold again for 20mins. After talking to them, I stood to lose the majority of my money. So that wasn't an option. Knowing that I had to stay on deck 14. I asked Iglu what was above my cabin. And was told the shopping mall. Reluctantly, I accepted, after being on the phone for 1hour 40minutes. However, on the cruise, our cabin was directly below the 24 hour food buffet. And the noise was unbearable. At 2am I called reception, and insisted on being relocated. Which we were the next morning to deck 13. Iglu told blatant lies. There are NO cabins below the shopping mall. Looking at all the one star ratings...IGLU, YOU NEED TO TREAT YOUR CUSTOMERS BETTER!!

Positive experience: The staff were very knowledgeable And pointed me in the right direction of the website about what I was enquiring about.However I have not been on my cruise Yet But I do travel on the 20th of January 2024 which is the day of my birthday I would have liked to get in contact with somebody who could sort something special out..maybe a surprise who knows it maybe happen . Cheers Ray.

Negative experience: 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. Made our own transport arrangements to get to the hotel and next day email Iglu. Weeks later we still haven't had a response even though as customers of theirs we had been left stranded at the airport. Doesn't say much for their duty of care. I have spoken to customer services since returning home for reimbursement of the cost of paying for transport to the hotel and on their instructions sent copies of the receipts, three weeks later no response. Won't use them again.

Negative experience: Initial contact was good. Once we had booked we had a problem with the booking...thats when the problem started. Could never get through to talk to someone..it was hopeless. We finally got a response when my husband gave them a bad review!!

Negative experience: By continuing to partner with and approve of P&O’s shady policies, Iglu have lost my custom. Not providing flight details upon booking is crazy. It becomes apparent the reason why when they eventually give you flight details on an unheard of airline that don’t even provide in flight entertainment on a long haul flight. We are in 2023 not 1923! Also not having the option for premium seats is a total disgrace, not everyone wants to travel like cattle. Then to have the audacity to charge a 100% cancellation fee is daylight robbery. Won’t be getting a Penny of my money.

Negative experience: SHOULD have been our holiday of a lifetime……. Appalling ‘service’ from anyone at Iglu including numerous incorrect information provided. 2 of 4 premium economy flights downgraded - so far no sign of a ANY refund - been home 6 weeks now! No transfer turned up after cruise - no refund. Iglu totally failed to inform hotels and cruise about allergy despite assuring they would, putting us in a life threatening situation that they have STILL failed to acknowledge let alone apologise for. To add Insult to injury all they’ve offered in response to our complaint is a tiny credit voucher. WHY would we ever want to travel with them again? We paid an awful lot of money for this holiday and iglu completely FAILED to deliver, on so many counts!

Negative experience: I remember the days when you could actually speak to a "real human being" at Iglu but now like so many they have reverted to computerised non face robots, do they forget alot of older people really struggle with IT. Wont be booking via Iglu again Im afraid due to this direction. They even automate replies directing to social media,,, what a farce Oh a totally pointless reply to save face to google reviews... lets see how long you take to give an actual useful reply to the problems

Negative experience: Shocking customer service. Good booking process, but as soon as they have your ££ they don't care. They will make countless changes to your booking including your hotels and flights and not respond to queries on their hub. After 1.5 hours on the phone, still no resolution. Don't let them rip you off too!

Negative experience: I have been booking cruises with Iglu for the last 5 years spending £1000's of pounds. Recently (August 2023) we had a cruise booked for 10 days plus 6 day hotel stayovers. Unfortunatly I had a stroke on July 27th meaning I could not travel as I lost my speech and all funtion down my right hand side. My daughter contacted Iglu after loads of attempts of trying to talk to someone they were most unhelpful. We will never use them AGAIN!

Negative experience: 1-My wife’s name is incomplete on airlines ticket. ( middle name is missing). Iglu confirmed that we gave them all correct and full info but what info Iglu shared with airlines is incorrect. So two weeks to go and we are still waiting for confirmation ?? 2- it took almost 30 min holding on phone when I contacted Iglu very sorry but this is certainly not a great experience at all.

Negative experience: Got Iglu to price match a cruise which they did and I subsequently booked. When the payment came through it was at the wrong inflated price. I raised a concern via the website as informed to do so but no one gets back with you. Its not what I expected being a long time Iglu Cruise customer. Is talking to clients a thing of the past?