Planet Cruise

Fantastic experience: I recently booked a cruise with Planet Cruise and it was so easy to do. The information provided was easy to follow. Maybe as I knew what cabin I wanted and which deck I wanted to book it on made it a little easier. I was able to find (even at a late notice) the exact cabin I wanted although the amount of cabins available were very few on that deck. We have been on her sister boat the Iona just last October so I’m expecting the details of the cabin to be the same. Planet cruise also recommend a company to book tours through that are cheaper than P&O. I received a full confirmation of everything that I’d chosen for my cruise right down to the parking/ coach/or cabin cash.

Positive experience: Initial enquiry and booking experience very good. Can't comment on service beyond that stage at present.

Fantastic experience: Simon, was so helpful, friendly and very professional and is a credit to your company

Fantastic experience: Chris at Planet Cruise was so efficient and we were able to book a cruise hastle free in few minutes receiving confirmation emails of everything in less than 2 hours after paying deposit. So easy to make contact.Would highly recommend them also best value compared to other sites.

Positive experience: To be fair the cruise to Japan was excellent. There were problems due to a Typhoon and an excursion was cancelled. We were informed that we would be refunded and apparently that is in the pipeline (although it's been 2 weeks so far). On chasing this refund we were left on hold well in excess of half an hour. Brandon of the Tailor-made department of Planet cruise/Iglu was advising re the aforementioned issue after which we mentioned that we would like to complain about the poor communication. Inasmuchas it took an age to get through and then we were put on hold multiple times. At that he simply cut us off. To prove a point we rang the booking line and got through to an agent within seconds. Edit: Thank you for your (oddly) prompt response. The webchat is a joke and we have never once had a response from multiple emails. I must however reiterate that the cruise and stay was outstanding. It's the communication that is lacking

Negative experience: **Title: Extremely Disappointing Experience - Avoid Planet Cruise** We recently booked our first cruise package through Planet Cruise, explicitly informing them that we had no prior experience with cruising and were relying on their expertise to guide us through the process. Initially, they said all the right things and were quick to take our payment. However, on Day 3 of our holiday, we received a notification from Royal Caribbean stating that our departure time on the final day would be at 8:45 AM. To our dismay, Planet Cruise had booked our flight for 9:20 PM, leaving us with over 12 hours to wait at the airport. This is incompetence of the highest order—what kind of travel agent leaves their customers stranded at an airport for 12 hours? When we tried to resolve the issue, we encountered further frustration. Our attempt to contact Planet Cruise through their online chat only resulted in an automated response, which was utterly unhelpful. We then reached out to their phone helpline, where we were incorrectly advised to visit the cruise reception to amend our flight. After a 30-minute wait at reception, we were told this was not possible and that we had been given the wrong information by Planet Cruise. Upon calling Planet Cruise again, I explained the entire situation and was placed on hold for 50 minutes, only to be informed that the manager couldn’t handle the issue at that moment. I was told I would receive an email with instructions on how to amend our flight at our own cost, and that I would receive a follow-up call. However, no email was ever sent, and no call was ever made. We are now facing an additional cost of £700 to get home, with no support from Planet Cruise. It’s clear that once they’ve taken your hard-earned money, they couldn’t care less about their customers. My advice is simple: do not book with Planet Cruise if you expect any form of support during your holiday. We will certainly never book with them again.

Negative experience: Been waiting over 2 months for a refund for the airport transfer that failed to arrive and we had to make our organise and pay for our own transport at short notice. Won’t use them again

Negative experience: Easy to book, the web site is probably the best out there but once you've booked trying to speak to someone is extremely difficult as the phone queues are horrendous. When you do reach position 1 it means nothing as they still won't answer. They advise to contact them online but that takes days to get a reply and its often inaccurate. Of course if you ring to book a new cruise they answer promptly. I'm avoiding in future as their customer service after booking is totally inadequate.

Negative experience: We decided to do one week on a Caribbean cruise over Christmas, followed by a week in Barbados. The quote said all inclusive so we assumed the two weeks would be all inclusive however, once they had taken our money, after almost two days they sent us the details. We were upset to discover that the second week was self catering in a 3 star hotel. I waited 75 minutes on the phone before I got to speak to someone that was super unhelpful to say the least. We are very lucky to holiday several times a year and have never had such terrible aftercare service. To say it was nonexistent is an understatement, totally unhelpful on the phone and do not reply to emails. Lesson learned, we shall definitely not use Planet Cruise again.

Negative experience: Brilliant for finding cruises and cruise deals. But they don't help on the phone unless your cruise is less than 1month away. And they don't have a customer help email adress. Advice: Find a cruise on here then book direct with the cruise line.

Fantastic experience: The customer service provided is first class, the people working here are authentic especially John who has helped and provided essential information. Told me that the passport expired instead of trying to sell me a holiday. Informed me that wouldn't qualify for drinks package instead of trying to sell me the holiday. Trustworthy company. Will definitely book in future with this company.

Negative experience: Worst company ever stay well away from AVOID . Once they have your money they customer service leaves the building. Ended up loosing over £5000 and never got it back

Fantastic experience: Fantastic service and advice from Naomi. Really helpful and now booked for the Caribbean. Can't wait, got the cabins we wanted too.

Negative experience: Poor company. Can never get to speak to anyone on the phone without waiting for an hour. Happy to get back to you when it’s a pre sale but when you want to change or amend anything they are not interested

Negative experience: You are very lucky if you speak to an efficient member of staff. Most are either very inexperienced or uncaring. Have cruised using Planet since its inception and am constantly wondering why I return

Negative experience: Don’t touch this company with a barge pole. Lousy after sales service it may take you over an hour to get even the most basic information. Booked an Alaskan cruise from Vancouver and they neglected to tell us we needed a US ESTA even though we had entry into Canada. It caused us to almost miss our cruise

Positive experience: Ok when everything goes well. Want to talk to someone after you have booked, forget it, keep trying to push you to online chat, and nothing gets resolved. Still waiting for a response 6 months after I sailed.

Negative experience: 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.

Negative experience: 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

Negative experience: 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.

Positive experience: Used a few times quite cheap and can haggle on price but bear in mind we booked one on P&O with the knowledge we could get a refund or move it if a problem arose( we were waiting scan results) but when we tried P&O cancellation police didn't apply because we went through a third party. Bye bye £1000

Negative experience: 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.

Negative experience: Just over a week before I was due to leave on my Cruise I was told no longer had a flight home. I could either return to another airport or stay another night in Barcelona at my own expense. As it an Atol protected company they should return you to your point of origin which they would not do. They would even cover a transfer if I took the return flight to a different airport meaning I lost out on my car parking and had to make alternative plans. Not great at all

Negative experience: 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 .

Negative experience: To say I am not looking forward to my cruise in 2 weeks is an understatement. I have been in tears with frustration. The aftersales service is shocking if you can describe it at all. This was a cruise booked pre covid and accept that there were changes. We went ahead and carried it over. All correspondance up until today has not had correct ship details. Today tickets have arrived to find we are 2 decks away from our so called adjoining cabins as its 2 families one having a disabled guest. I have been on phone for last 1 and half hours. I have also tried web chat which again is proving difficult to talk to anyone. Steer clear of this company they are not what they say they are. I will not be recommending them any time soon to anyone!

Negative experience: 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.

Fantastic experience: I have used Planet Cruise in the past for cruises & cruise plus stay breaks. Great prices and great service. On my last cruise things did not exactly go to plan.....not their fault...but they sorted out things for me as best as they could. I will use them again next time I book cruise.

Negative experience: I have booked over 15 cruises with this company over the years since they began, with deep regret I will not be booking again, the customer service is none existent, I have sent three letters of complaint and not a reply to either. Absolutely disgraceful service, I would not recommend this company.

Negative experience: 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.

Positive experience: Used to be a great company to deal with. Not any more. They hardly ever answer the phone once they get the money. Family has been on 20+ cruises mostly first class. Say goodbye to our custom.

Negative experience: Customer service is horrendous,you are on hold for over an hour,when you do get to speak to someone they don't want to help,you can not email them?? I would give no stars if it was possible,I will never use this company again and certainly won't recommend to anyone.

Fantastic experience: I spoke to Kevin at Planet cruise to book a cruise and was competent and professional. I’ve used this company a few times before and have always given me good service. We originally had a cruise booked back in 2020 around Japan but as the Corona virus was apparent, the cruise was cancelled and Planet cruise kindly phoned and refunded me in full approx £8000.I felt as if I wanted to show my loyalty and support to them since.

Negative experience: if everything goes smoothly then I am sure there will not be a problem. Unfortunately for us we had a problem as the cruise line changed our destination ports and wanted to know if we wished to change our cruise. Planet cruise sent inaccurate emails. Just a small example they stated that we must respond by the 25th March 2044 even though the cruise was this year. They did not respond when they said they would and generally the customer service was poor. We did manage to change our cruise after speaking to a very helpful gentleman but are still waiting for the information requested almost 2 weeks ago despite chase emails.

Fantastic experience: Once again excellent service, spoke with Stephen on Saturday he was very helpful in booking our cruise for January 2024

Fantastic experience: Rang to enquire about a cruise I found online.we have never cruised before..we ended up booking after speaking to a lovely. helpful Travel agent and are now looking forward to our cruise in October

Fantastic experience: Spoke to Jordan at planet cruise after 2 years waiting for the cruise I tested positive for covid. Jordan was very unstanding rang to cancel the trip and rebooked for next year nothing against planet but tui cancelled 2 years on the run and offered all sorts to keep are money.soon as I cancel they took all the the allowance away come on tui where is your loyalty but planet keep up the great work Many thanks John and Angela Taylor

Negative experience: I've just tried to book a Princess cruise for 3 of us only to find out their quote was actually more expensive by £150 than if you went directly through the Princess cruises website itself. The agent put us on hold to talk to her manager to match the princess direct price however whilst we were on hold our quote from cruise.co.uk came through with their quote that was £150 cheaper than Princess cruise. When we mentioned this quote to the agent her response was that she couldn't match that as essentially planet cruise would be paying for part of our holiday!! We therefore chose to book with the better priced cruise.co.uk!!!

Positive experience: I recently booked a cruise on line with Plant. I have to admit the whole experience was effortless and covered all the key areas well. However, was not so great was the fact I made an error with the name of one of our party herein started the problem. Trying to get in touch with Planet to correct this error took some 3 hours. Phone line was busy so note you had set up a talk facility recently. May just be teething problems but started the countdown 24th, 23rd in a queue etc and on several occasions got down to the last few and then chucked me out. Most frustrating and the waste of several hours. To end on a positive note when I did get through to an operative she was very polite and efficient.

Fantastic experience: I’ve always had a stress free, purposeful conversation with the customer service personnel at Planet Cruise/Iglu. I know I can trust them to deal with my request, or query, in the most effective manner possible. It may not be answer that I want but it is always polite, respectful and they follow up to a conclusion. Within the ongoing pandemic, their help has been a relief and much appreciated. Not everything is perfect because getting through on the phone can be lengthy at times and I’m yet to be convinced the chat facility is a worthy substitute to talking to someone.

Positive experience: From the ease of use of their search engine through to the extremely helpful, and very personable, telephone booking; arranging our golden anniversary cruise with Planet Cruise was a very pleasurable experience.

Fantastic experience: Helen was extremely helpful in organising our extra requirements to the cruise we had selected. This will help us maximise the time we spend both on the ship and at the other locations. Looking forward to a great holiday.

Positive experience: I've given 3 stars due to the challenges of getting through and also incorrect info on my previous booking. I wanted to change my original cruise, as I was not able to make the original planned dates. I had also started to get emails, telling me to pay the final balance, yet I had no final balance to pay, as it was fully covered; planet cruise just had to apply the future cruise credits. Every time I spoke to someone, they didn't deal with cruise changes. That team were never available. I spent 1.25 hours on hold one time. The echat even had wait times that were so long the business was closing before getting through. That's my 3 stars. However, I was eventually contacted by Jordan after Mike pushed it through for me.. Jordan was spot on. Great service, empathetic, knew his trade, talked through options, gave honest advice and helped me come to an informed decision on the best alternative. Jordan gets 5 stars.

Negative experience: Booked a cruise online, paid booked at work, then next day was phoned to say price was wrong and I had to pay an extra £136 or cancel. No discounts or freebies offered.

Fantastic experience: Sue Thomas resolved an issue we were having trying to amend a cruise booking. She dealt with it logically and sensibly. She was very helpful and a credit to Planet Cruise.

Fantastic experience: Fantastic food and service. The full English breakfast is one of the best i've had and is highly recommended. Best of all though are the staff, they make you feel so welcome it's as pleasure just walking in there.

Negative experience: Had to resort to credit card company for refund due to Covid cancellation, despite Iglu (parent company) agreeing to the refund but then just didnt refund. SO BE WARNED. Shame as previous experience was excellent.

Fantastic experience: Used for the first time this year, previously with another company including P&O direct, found Planet Cruise prices much better, staff very helpful & knowledgeable. Overall excellent. 5 stars

Fantastic experience: Very easy to book, phoned before booking as had a few questions. David was very helpful and patient ! (And managed to answer all of my questions) have used them before and would use again

Fantastic experience: Fantastic, sorted a lovely carribean cruise for my sister and i. Been through them twice before. looked after very well. Nothing is to much trouble for them.

Positive experience: Good price and service. Only criticism - could not get through on the phone despite my phone call being very important, being number 1 in the queue and we know you are waiting. Gave up up after 25 minutes. Sent them a message asking them to call me back which they did.

Negative experience: I have very bad experience with planet cruise. They were not helpful at all. Celebrity cruise cancelled my holidays and I have to struggle to rebook it. Initially Jordan,Amber and Leanne emailed me but then they did not contacted me despite my emails. I have to wait for 30 minutes on the phone but nobody bother to answer an dI have to give up. In the end, Sharon Bailey has helped me and sorted out my booking.

Fantastic experience: Very positive experience. Sales advisor very helpful and paid attention to my needs. A cut above the rest in my opinion.

Negative experience: I would never book a cruise with his company again. I had to change my holiday they moved all our money we had paid to someone else's cruise. We asked them to remove someone from the booking and refund us the difference I have had to phone every week for 6 months and to this date now I still have got my money or the person removed emailed someone direct as instructed to the person got no response. At this rate I will be going on my holiday befores it's even sorted. Would never book through this company again

Negative experience: After 10 months being “at the highest level of attention “ we are still waiting for our refund for a cruise that has been cancelled twice … horrendous treatment…. Avoid this company at all costs

Fantastic experience: Great service when you get through. The agents I spoke to were very helpful and obliging changing my departure dates due to Covid - Thank You

Positive experience: The waiting time on the phone is better than others I have used. The advisor was friendly and helpful although she did incorrectly, originally say we couldn’t change from a select to saver fare on our P&O booking. Our original cruise with P&O was made in 2019 pre Covid for sailing in 2020, When it became evident it wasn’t going to go ahead we transferred it to 2021 and then again to 2022 and were charged £50 despite it being booked under P&O flexible deposit that stated you can change as often as you wish free of charge until your final payment is made. As the date for the final payment was approaching (Planet Cruise collect final payments one moth before they are due to P&O) and with the new variant escalating we decided once again to postpone our sailing until September in the hope that there’s improvements with the Pandemic , and yet again we were charged another £45. P&O may be allowing free transfer but Planet Cruise are not. We’ve now been charged £95 for our “free flexible transfers”. So beware if you have booked P&O cruise offering a “fee free transfer” it’s not free with Planet Cruise.

Fantastic experience: Wanted to book a Cunard cruise . Tried on Cunard website but was not letting me choose cabin number although the website said you could. Planet Cruise was very helpful and booked it for us along with choice of cabin. Also they were slightly cheaper compared to Booking directly with Cunard.

Negative experience: My advice is to chose another company to book through. We were advised to move the original cruise another year and half due to pandemic. We had to pay a substantial amount of money to which went down as cruise credit to which was not explained at all. Due to my daughter not bring double vaccinated as she is not 12 it looks as though we are going to lose it all.......

Fantastic experience: Catherine (however spelt!) was wonderful at handling our enquiry and subsequent booking, both professional and 'human'. Planet Cruise advertises prices honestly with no hidden add-ons, unlike some others as well as offering great value for money. follow-up correspondence has also ben very efficient. Overall, hugely impressed. Like having a local independent travel agent on the phone/over the internet.

Fantastic experience: Planet Cruise are more accessible and helpful, the process of booking a cruise can be pretty complex and stressful and you need good support over the phone and email so would highly recommend Planet Cruise. Also grateful to Shaun Ryan & the planet cruise TV programme which taught us a lot.

Negative experience: Recently paid deposit on cruise for next Spring. The agent, Anthony was very helpful at this stage as he managed to sort out flights for a week earlier for us. Has assured us that the Cruise Credit we hold will be take off the amount payable when it comes to paying the remainder. Not so keen on the website nor the responsiveness of the company to requests and I frankly don't believe the "large volume of calls" message on the site. To be honest, the call system (press #1 for sales....#27 for haberdashery, umbrellas etc.) does my head in, but allegedly this is progress.

Fantastic experience: I had concerns about my Caribbean cruise in March 2022, once explained to Planet Cruise, they were absolutely amazing. They moved my cruise to June 2022 without any extra cost and put my mind at rest. They responded within a couple hours of sending my email. I would recommend Planet Cruise to anyone especially if you are a first time cruiser and require help and advice.

Fantastic experience: Spoke to Paul who was very helpful and made sure we got the best deal and exactly what we wanted. He also advised us where to park and reminded us to renew our expired travel insurance. A good experience. Thank you Paul.

Fantastic experience: I booked through Planet Cruise for a trip to celebrate my wife's 60th birthday. It was all plain sailing - excuse the pun. Very helpful and friendly staff offering good advice on how to get the most out of your trip. Excellent service and very good prices. The cruise around Croatia was the stuff of dreams and the reasonably priced Island hotel add on was as relaxing as it gets.

Negative experience: tried to transfer cruise as payment in full was due on carribean cruise,not feeling confident on travelling so far decided to transfer,thought deposit was transferrable,my understanding it was. with the options givenWhen transferring call handler did not advise we would lose deposit,more fool me for not reading thoroughly terms and conditions{small print}. Never mind they will lose more in the long run,up until covid was averaging 3 cruises a year,get this latest one out of the way and will book with another agent.

Fantastic experience: Most people you deal with in Planet Cruises have worked on the cruise ships so know what their customers want, and pre-empt their needs. I always find them excellent value for money and very responsive with any concerns I may have. I recently engaged with Amber regarding a Japanese Cruise. Amber was attentive, professional, very knowledgeable and a pleasure to deal with. I use Planet Cruise regularly for my cruise requirements as it's very rare that they can be beaten on price.

Positive experience: The staff are professional, helpful and professional. A very good (5 star) experience. Unfortunately, as bookings / changes progressed we got reminders to pay despite having paid in full! Not a deal breaker but irritating. This occurred each time we received a 'credit' so I guess more a glitch in the system. Otherwise very satisfied. Peter

Fantastic experience: The service was excellent I've never booked a cruise so quick, with everything we wanted and more. Friendly efficient and professional.

Negative experience: The worst Customer Service I have ever received. I will never book with them again. They lie all the time and do not refund your money when cruises are cancelled. Absolutely disgusting. Shame on you!!

Fantastic experience: I have been booking with Planet/Iglu Cruises for over 10 years. Highly recommend. Their sales advisors are so helpful and attentive. We were fortunate to book 3 staycations with Kerri this year. Absolute gem of a lady who goes way beyond to make sure she books you the cruise you want and she is a credit to the company.

Fantastic experience: This week, we heard from planet cruise that our bucket list trip to Asia had been cancelled - It was to be our Silver Wedding treat and one we have been planning and looking forward to for some time. As much as we expected it, the news gutted us - and we didn't think it would be possible to re book - Within 24 hours, I was speaking with the most fantastic agent Glenn, who not only re booked our cruise for 2023, but tailor made our trip to include regional connecting flights and hotels in both Hong Kong and Singapore. He took the work completely out of our hands - We are seasoned cruisers (over 20 years of cruising) and this was our first time booking with Planet Cruise. I wont go by them again - the price was awesome - but the customer service is what makes this company stand out from the crowd. Oh - and Glenn managed to get everything included for us which was in our original booking, plus the hotels, drinks, gratuities and wifi - all for the same price!! Even got the same cabin !! Well done Planet Cruise, well done Glenn, you are the Silver Lining to our Silver Wedding Cloud!

Fantastic experience: We booked a Celebrity Cruise to Asia for Jan 2022 approx 10 mths ago with Planet Cruise and the advice and customer service received then was fantastic. Sadly the cruise was cancelled yesterday due to the continued Covid uncertainty in Asia which we completely understand and had been expecting. The cancellation email was comprehensive with a range of options. We chose to move to another 21/22 cruise and Charlotte Bladon was very understanding, patient and helpful in arranging this. It’s this type of exceptional service and customer care which gives us the comfort to continue to book with Planet Cruise. Charlottes bubbly personality and professionalism made the whole thing easy; she is a credit to the company! I also love Planet Cruises Portal which is your personal “Hub” containing your documents, ability to purchase excursions etc.

Fantastic experience: We booked our first cruise with planet cruise we a great price and we saved hundreds of pounds. The booking process was so simple and the customer service was fantastic. We are now looking for our next cruise with planet cruise

Fantastic experience: Excellent from start to finish of the transaction. Clear, helpful, well priced and changed a mistake I had made with no hassle whatsoever. Would not use anyone else.

Fantastic experience: The member of staff, Danielle, was incredibly helpful. This was my first cruise and I had many questions. She was very patient and responded to all my queries in detail and was very efficient. She made the booking process a stress free experience.

Fantastic experience: I spoke to a very lovely lady called Maddie from Southampton to book a last minute staycation cruise. She was the best ! Professional, friendly, and so helpful. She answered all my questions with enthusiasm and reassured me and lessened any worries I had. Maddie couldn’t do enough for me and made booking the holiday a breeze. Thank you Maddie

Negative experience: I’ve been waiting for a refund on a “mis-sold” cruise, I’ve finally had a refund, but it’s £100 short of the price I’ve paid. Despite emails to the company, I still have had no closure. To say that I’m exasperated by Planet Cruise is an understatement. Avoid them if you want a responsive Customer Care team. Use Vacations to Go instead.

Negative experience: Quick to take your booking,but very slow on refunds,they say refunds within 90 days but it doesn't happen Do not book with them,their good staff have left And here I am 129 days from when cruise company cancelled and 103 days since I was promised a refund. I can't get through to customer service. Disgraceful,holding onto customers money to get more interest.

Positive experience: Once I got through to someone to book the cruise I wanted, I cannot fault the service I received. However, I was waiting on the phone for half an hour before getting through. I would still use with Planet Cruise for future bookings, when hopefully response times will improve.

Fantastic experience: We have used this company for a few years now and have always found them professional and reliable. We book our cruises with confidence, with flights and add on stays being part of a professional service. We feel safe in their hands so can sit back and relax and know that they will provide the service we expect.

Negative experience: Great at selling cruises but if you need any assistance their customer service is appalling. I will never use their services again. Update... It's a shame that they don't answer emails or phones as quickly as they are to comment on Google reviews. 4 days minimum to answer an email, 20 minutes to answer a poor review!!!

Negative experience: I will never book with Planet Cruise again. Such a long time to get refund and never did get all of it. I got just over £200 back and lost £400 for flight and hotels. I will always book nearer the time and direct with cruise company.

Fantastic experience: We often book our cruises with Planet Cruise. They are always very helpful, professional and efficient. Very good deals. Never had a problem so far.

Negative experience: Booked a "staycation cruise" via this company sailing from Southampton. Online booking would only accept payment of £900 (total cost £1140). So, I assumed a prompt would be issued in due course for the remaining £240. The next day (12 hours after booking) I received an email telling me payment of the balance was long overdue! I paid the balance immediately. I realise that system generated e mails can problematic for some organisations. The next day I receive two e-mails regarding my overdue balance, one adding a £20 penalty and the other threatening to cancel our cruise. Whilst I am impressed with their very efficient procedures and sheer determination to recover alleged late payments I am annoyed at the heavy handedness and total inaccuracy of their communications. However, I am even more annoyed that this same company took 4 months to refund £1700 for a cancelled cancelled due to Covid. If only I could have imposed a late payment penalty on them. We will not use this company again. They need to look at their cumbersome, rude and unduly threatening procedures.

Negative experience: Like many people I had my cruise cancelled, a week before we were due to depart. I had already paid for parking, insurance and extras ! When I phoned up I was told that the refund will be issued to them by MSC in 8 days and I should get my money back around then. Now I am being told I won't get the refund until around 90 days or maybe longer.. They are so quick to take the money but you're then told it will takes months and months to get it back. If I had been made aware they were over booking the cruise on the basis the restrictions would be changing I would never have booked it in the first place !!!! Really poor customer service.

Negative experience: Like a lot of people I have had my cruise cancelled. I was repeatedly told that my refund would be made in 90 days. Wrong! I asked at one point if they had a date when this would be paid, so that I could book another holiday. I was told that it would be made in 90 days and that the day I enquired was day 74 so I would have to wait. I have since lost my holiday. I also asked if I would receive the interest on my payment as they had now had this money for 3 months, they said that this was not in their policy. This has been one of the most distressing times I have endured. Like other people my refund is thousands, and when there has been a pandemic and work has been sporadic, a quick and efficient refund would have made life a lot easier.

Fantastic experience: Booked online with no problems. Information clear and booked the cruise I wanted with no issues or queries. Many thanks

Fantastic experience: We can't thank Planet Cruise enough for how they dealt with our cancelled cruise and rebooking of it.Monica has been especially helpful and kept us informed at all times.Thankyou very much. Martin and Rose Mellish

Negative experience: we were mis sold a cruise on their website due to errors in their booking software which didn't mention anything about an obstructed view balcony, we cruise a lot and would never book an obstructed view, we also always choose to travel mid ship up and down. they have admitted that we were mis sold the cruise and that the website software was giving incorrect information but they still refuse to give us a refund.they say that because they have tried to rectify it that we are not entitled to a refund, but they have offered us another room which we don't want and that we didn't book, they also lie and tell us we booked a guarantee balcony so should expect to be put in any balcony room available but this isn't the case as a) we would never book without knowing our position and b) we picked our location and room number. and to top it off i have now received an invoice for another £220 even though we paid the full amount upfront, this is because the room they want us to move to is a better class of room, so they made the mistake but want us to pay extra to put it right. the company take ages to get back to you and when they do they just keep refusing to give a refund because they say that they have tried to rectify it but it is now what we booked. this is the first time we have used an agent and it will be the last time....always book direct with the cruise lines as they are more professional and have all of the knowledge....these people are just stray dogs feeding off the scraps. beware of planet cruise and iglu cruise as they are terrible terrible companies.

Fantastic experience: We have used Planet Cruise many times and go back to them primarily for the value & service they provide. Despite COVID related cancellations which must be an administrative nightmare for them, all the staff are friendly and helpful. Charlotte B has just rebooked us with MSC following our latest (hopefully last!) cancellation and we are delighted with the outcome.

Fantastic experience: As always a first rate experience and service provided by Planet cruise. On this occasion assistance was given in the completion of a cruise booking. David, a member of the team, took me through the whole process, taking time to understand our needs and requirements. Once information had been confirmed the booking was completed, with confirmatory emails being received shortly afterwards. Friendly, knowledgeable and helpful service.

Fantastic experience: I have found them to be very professional and curteous throughout these difficult times. Switched our cruise 3 times now and the process of doing so has been faultless and a pleasure to do. Jordan especially has been the best Planet Cruise Employee so far with his expertise and comic personality.

Negative experience: Not helpful regarding refunds for a UK cruise despite being unable to leave Australia. Completely unsympathetic despite our situation regarding COVID.

Fantastic experience: Absolutely exquisite service with no quibble & no hassle. Moved our cruise onto next year due to being worried about Covid issues with no fuss. Will always go through Planet Cruise for a 5* Service.

Fantastic experience: We have booked twice with Planet Cruise and have been served with total professionalism and efficiency. Our recent booking with James was done with full details given and all our questions answered. Well done Planet Cruise! See you again soon :)

Fantastic experience: I recently booked (again) with Planet Cruise, and once again found, in this case Kerry Mccauley, to be more than helpful. Her professional, friendly dealings with my booking could not have been bettered. Everything, flights, hotels, cruises, transfers etc., was handled with the utmost confidence and her patient and customer-friendly attitude does her, and Planet, much credit.

Fantastic experience: Booked a cruise with cruise advisor Dennis Anderson. Dennis was very helpful and informative with no sales pressure. I'd highly recommend planet cruise and Dennis for the reasons above and also their great prices, many thanks.

Negative experience: Apart from the fact that the website showed the wrong itinerary and I was wrongly told I could not have a refund on my deposit if I changed my mind up to 14 days after booking my experience was fine.

Fantastic experience: Danielle was an absolute pleasure to deal with, very professional and friendly. She made booking our cruise so pleasurable and easy.

Negative experience: so far have been disgusted by this company... booked a cruise on friday and they have taken two lots of money from my card, tried to contact them totally none responsive, be very careful...... 01/04 update i do apologise... i can see that the second payment showing on Friday has now gone back into my account.... if you responded to emails as quickly as you responded on here then i wouldnt have needed to do the review...