Imagine Cruising

Negative experience: ABSOLUTE MONEY GRABBERS is the way I would describe Imagine Cruising. They certainly advertise amazing itineraries, but BEWARE IF YOU NEED TO CHANGE YOUR BOOKING! By talking to others on our recent Italian Lakes/Cruise tour, (which had been amended from a Far East tour the year before due to the ill health and eventual passing of my mother), we realised they had just sold us a basic package and pocketed the £6000 deposit we had paid originally. They use smoke and mirrors to try and cover their tracks when you ask for a breakdown of charges, they are friendly at first but are only interested in retaining your cash or getting you to spend more. Beware people!

Negative experience: I tried to move over a holiday but was disappointed to note that the company was simply not interested unless I spent equal or more money. The telephone agent simply quoted T&C's and admin charges. She would not even consider a credit on account. A total change in attitude and response to when I first contacted them! Shame.

Negative experience: SMOKE AND MIRRORS Following our recent experience with Imagine Cruising, I’d urge people to be cautious when booking and paying a hefty deposit. We had to rearrange our Dec 2023 holiday with Imagine in Aug 23 to Oct 2024 due to my wife’s mother passing one month later. Whilst we expected to lose a sizeable amount of money for the switch, we thought that Imagine retaining almost £6000 was excessive. We rescheduled our holiday four months before we were due to fly to Bali!! We ended up paying £19,000 for a tour/cruise around Italy, which we learned others had paid £13,000 for. Imagine made out that they were offering us a fantastic deal at the time, when all they were doing was selling us a £13k holiday, and keeping our £6000 deposit. In my opinion, we would say to anyone thinking about booking with this company, woe betide you, if you need to cancel or reschedule your holiday plans under any circumstances! Don’t say you weren’t forewarned, coming from two very dissatisfied customers, if you ever happen to encounter similar problems in future with Imagine. Personally we won’t ever book anything with them again, despite their offer of £200 in vouchers off a future holiday!

Fantastic experience: Customer service have always been extremely helpful, in this case Nicole sorted us out.

Negative experience: Good service BUT I’m confused with upgrading Wi-Fi. Celebrity say Imagine are the only ones able to upgrade, imagine deny this and say it’s celebrity’s responsibility. Neither will take responsibility. Disappointing and frustrating!

Negative experience: Extremely poor service when things go wrong, they did absolutely nothing to help!!! Sadly I had already booked another cruise and had I cancelled I was told I would lose what I had paid as a deposit !!

Fantastic experience: Danielle - concierge- was brilliant in setting up flights to Istanbul and from Athens. What a pleasant person-Thank you

Fantastic experience: Bell has been outstanding for us when our holiday was cancelled due to the cruise ship being damaged. She was very sympathetic and very informative as well as being most understanding of our situation. Could not have better service from this lady absolutely outstanding.

Negative experience: My first holiday/cruise with this company was great including very timely hotel transfers in Italy. I'm still not sure they charge so much up front, so early, as the deposit? My second experience was very disappointing. The rep who shall remain nameless, talked thru his 'script' and when I asked questions did not listen and regularly talked over me. Shocking customer service. I was given 3 different prices for a holiday involving flights/cruise/Italian lake holiday? including a supervisor approved discount!! I ended up booking it independently and saving 50% on their 'final' book on the day price?

Fantastic experience: Danielle very good - caring & efficient Delivered on everything she promised. Took the stress and strain out of the holiday booking process

Negative experience: We booked a trip to Australia/New Zealand in January 2024. No complaints about the holiday itself but we did end up paying a lot more than the advertised price. Had to upgrade to better airline and cabin. Still we agreed to that and it was fine. Just tried to book our next cruise and gave up in the end. So much smoke and mirrors and so patronising. The price went up and down like a yoyo. Impossible to get a straight answer. Then I get offered an amazing deal, just for me, but I cant think about, I have to book right now. The amazing deal was way over the brochure price and did not include the free WiFi and drinks package as advertised. Apparently that was a mistake! Sorry you lost our booking altogether. Just be honest and straightforward please

Negative experience: To: Mr Robin Deller CEO IMAGINE HOLIDAYS Dear Mr. Deller, I hope this message finds you well. I am writing to express my severe dissatisfaction with the recent cruise experience organized by Imagine Holidays. We embarked on the Rosa Donna in Linz on Saturday, 7 September 2024, with an itinerary that included arriving in Vienna on Sunday, 8 September. Unfortunately, we are now on Wednesday, 11 September, and the boat remains idle at the Port in Vienna due to a technical issue. We have been informed that the remainder of the cruise is canceled, and there is uncertainty about whether we will even proceed to Bratislava. This is not the first issue we have encountered. Initially, we boarded the boat in Linz instead of Enfelhartszell due to prior technical problems. Given that we paid in full for this vacation, we are demanding a full refund. Moreover, the service from Mr. Thobela, who responded to my call on the Imagine Holidays WhatsApp number, was unacceptable. His responses were dismissive and unhelpful, and he incorrectly claimed that Imagine Holidays was not responsible for the cruise issues and directed us to complain directly to the boat company. This is contrary to the expectation that Imagine Holidays would handle such matters for its customers. Given the gravity of this situation and the collective dissatisfaction among passengers, we request a prompt resolution. We seek a full refund for the cost of the cruise and any additional expenses incurred due to the disruptions. Please provide a swift response so that I can relay the outcome to the other passengers, who have formed a WhatsApp group to address this issue collectively. Thank you for your attention to this urgent matter. Kind regards, Mrs C M Knoetze 21 Spring Grange Rd Westville, KZN 3628 Mobile: +27 828 833 138 Email: [email protected]

Fantastic experience: Our experience with Bell in the concierge department has been very good. At every point she has explained options and where appropriate prices . She is definitely an asset to your company. Kind Regards Christine Charnley IMC-130111

Fantastic experience: We booked a major holiday with Imagine and were very pleased with the arrangements. We then received a call to say that they had had to change one part of the holiday, but they provided a very good replacement and the communication and arrangements were handled in a friendly and helpful way quickly and effectively.

Fantastic experience: happy with the service given once we chose an option. would have rather lost a small sum and had the rest credited to my account until i saw a trip i really wanted to do

Fantastic experience: Couldn’t be happier with the service we have received from Nicole After our cruise had to change Nicole looked after us and got us the flights we wanted without any issues

Negative experience: Not a very good start. The actual booking phone call was good. Then no deposit receipt sent (until I called when I realised it had not arrived). When the booking confirmation arrived the wrong cabin had been booked (it was confirmed by reference to the call recording that the cabin booked was not the one agreed). It seemed a very long day to get this sorted and we ended up with a cabin in not such a nice location. I'm also concerned about the very large deposit requested, far higher than the cruise line deposit and full cost of the flights that we were told we had to pay. It's a round sum amount and I've no idea how they calculated this. We've not used this company before and I think in future we will go back to our original agent.

Fantastic experience: Having been booking holidays for over half a century, I have to say that doing so with Imagine Cruising has been a delight. In particular, Concierge Executive BELL has been outstanding. When she had to advise us that the highlight of our South African holiday next year - the Blue Train - was being withdrawn because of (very understandable) health, safety and efficiency issues, we were grateful for the heads-up. But Bell then went on to help us to chose an alternative holiday, and could not have been more helpful in finding us exactly what we wanted. We are looking forward to it. Thank you, Imagine Cruising - and, especially, thank you Bell. Eric and Sandra Woods, Sturminster Newton, Dorset.

Fantastic experience: Maddison was extremely helpful and suggesting alternatives when I was trying to change my cruise due to health reasons.

Fantastic experience: Bell was friendly, helpful, knowledgeable and dealt with my upgrade in a most timely fashion. She also found me a good deal!!

Negative experience: Concider the fact you may have to cancel booking and if you think this might happen DONT book with imagine cruising. I had to cancel cruise booking 110 days prior to departure due to a cancer diagnosis, IC cancellation charges was 75% of holiday cost plus flight cost, plus a tour cost. The 75% I was OK with, its the additional cost flight and tour I'm unhappy with, I'm sure these costs could and will be resold before the departure date. This was the first time i had booked with IC and it will be the last.

Negative experience: Imagine Cruising ruined our Golden Wedding Anniversary Honeymoon. Communication was non-existant, help getting information was also incredibly hard and not helpful at all. We paid a premium price for a 3rd class service. Many other guests we met on our journey were all disappointed with Imagine Cruising and would never book with them again. Please check everything as promises were broken and memories ruined.

Fantastic experience: I HAVE BEEN DEALING WITH NICOLE COTTRELL RECENTLY REGARDING OUR HOLIDAY TO CHINA / JAPAN NEXT YEAR. SHE HELPED WITH OUR FLIGHTS AND SOME HOTEL UPGRADES. NICOLE WAS EXCELLENT, VERY EFFICIENT, FRIENDLY AND HELPFUL. MANY THANKS. STEPHEN & ROBINA BOLTON

Negative experience: Poor customer support; not concerned with customer needs! Imagine Cruising is probably a good travel agent when everything goes well. But our experience was 1-star at best. We paid 10K pound deposit for a 16K "cruise and rail" vacation. And that didn't include international flights. 5 months before we are to go, we are told that they are removing the rail portion. Nicole tells us that they have had issues with no water and arson on the Blue Train in So Africa. (According to Google, tripadvisor, and news sites, this appears exaggerated. One train had no water in Feb 2024 and the arson on the platform was 2022). We are told we had to accept an alternate safari (instead of rail) without being given complete info on the substitution. (We can't review the paperwork as it isn't updated yet we're told.) We look it over when provided and don't like it! IE. When we look up where this safari is and the travel (90 minutes of the 2.5 hour trip is on a dirt road). IE. We'd been to that area and don't want a repeat. IE. Instead of a 1st class train, we have economy plane tix. IE. Instead of an adult experience, we are booked into the only 'Family Catered' safari in the area with bad reviews on the food. None of this was described to us, so we call back Nicole and we tell her this doesn't work (a few hours later after we get the paperwork to see our actual itinerary). No chance for changes or cancellations. If we don't take this substitute, we are out our 10K pounds. Period. There is no pride of customer service. There is only a money grab. This is not what we paid for. We paid for Rail and Cruise. In fact Imagine offers a Safari and Cruise with the same Azamara cruise. And it is thousands of pounds less than what we are paying! As I said, money grab. I would not recommend using this company for international travel.

Fantastic experience: Nicole was very helpful and responsive in planning an add on to a trip we had already booked. Recommend.

Fantastic experience: I've had 2 great cruises so far both booked with Imagine Cruising and they've been absolutely wonderful. Most recently I needed to change a passenger name and Sara from Concierge was tremendously helpful and did exactly what I asked. Thanks Sara and here's to a happy sailing next May with Imagine Cruising and some wonderful entertainment.

Fantastic experience: Travelled to Japan, flights cruise and stay and Imagine was very well organised during what was a difficult time with client’s transportation via Dubai with the floods . I would use them again to book a package cruise holiday.

Fantastic experience: Just spoke to Maddison Joslin who rearranged some flights for our forthcoming holiday. What a breath of fresh air! Professional, competent and friendly, excellent in every respect.

Fantastic experience: Our Concierge Consultant, Nicole was exceptional, in her knowledge, patient manner, and understanding our needs, she is a delight to deal with.

Fantastic experience: Bell has responded in a professional and quick manner to our booking requirements and essential to a confident relationship when booking holidays. Excellent high 5.

Negative experience: I was booking a holiday for myself and husband as part as our 50th wedding anniversary. When asking questions regarding the particular package I found the lady I spoke to getting quite annoyed with my questions and seemed to be only intrested in making the booking. Once I made payment I found it hard to get through to the company as we were told at the time of booking we would have accommodation included in our package which later turned out untrue. Customer service was shocking to say the least. The lady I spoke to whom I believe her name is Renee. Definitely avoid this company.

Fantastic experience: We had cause to change our original booking, and dealt with Sara in the Concierge department. She was helpful, patient, accommodating and responsive in communicating with us. We are very happy with the amended booking we have made, and whilst there are fees involved (which is a lesson to do thorough research to be happy with the booking one is about to make before parting with a significant amount of money), we are very happy to recommend the Concierge Department at Imagine Cruising, and Sara in particular.

Positive experience: What a lovely conversation with Bell! She contacted us to let us know of different options on our flights to South America. There was no hard sell, just a pleasant conversation as though she had known us for years! We did in fact review and make some changes. Following another conversation we made a few amendments and they were very quickly emailed to us. So easy!

Fantastic experience: Excellent service from the Concierge team. Nicole has been a pleasure to deal with, laid out all the options and provided great guidance to support the decisions we made. I feel we have arrived at the best options for ease of travel and price. Great Service. Thanks Nicole!

Fantastic experience: I have been talking to Bell in UK IC Concierge over the last few days to complete our arrangements for a very special holiday in 2025. Her attention to detail was magnificient and nothing was too much trouble.

Fantastic experience: Having just booked the most expensive holiday / cruise we have ever considered we have been bowled over by the professionalism, efficiency, assistance and patience of Nicole from Concierge. We were a little nervous to start with as some of the previous reviews were less than encouraging but the determination shown by Nicole to achieve the best holiday for us was impressive. We asked to have a specific room in a specific building in the Intercontinental Tahiti along with a pre stay extension of a week there, before starting our cruise, which was handled and achieved with total efficiency and when the question was raised about how much the flights were, and how much we had been charged for them considering the flights hadn’t been released yet, Nicole clarified the whole situation and achieved the extra nights stay from the excess that had been charged for the flights. Overall a totally stress free experience with all questions and concerns dealt with swiftly and professionally. Thanks Nicole.

Fantastic experience: We have had excellent service when amending our booking and changing our flights and hotels. We were dealt with in a very efficient and swift manner.

Fantastic experience: Bell was efficient in dealing with our enquiry and subsequent booking adjustments. She also came across as a very pleasant and friendly individual, making the whole process delightfully easy.

Negative experience: The worst experience the hotels imagine booked us in were absolutely appalling.. we asked for a better room in one hotel and we were tilt imagine only pay for basic rooms ..we paid a lot of money for this holiday and have had a dreadful time

Fantastic experience: Had to postpone our cruise from this July to next year. Sara helped me through the process explaining different options and answering my endless questions. She was very patient polite and thorough. Very happy with my outcome.

Fantastic experience: We are booked for a cruise etc for March 2025, but wanted to make some changes. Jason has been so helpful, really appreciated. Bell has been helping as well and has been great - thanks

Fantastic experience: Very impressed with the service we received from Nicole today. She managed to change our flight to a more “civilised” time and came back to us within an hour. Thank you very much Nicole.

Fantastic experience: Chris, Corey & Maddison simplified my queries very promptly. The 3 of them were patient & ensuring my needs are met! Thank U!

Fantastic experience: We booked our holiday through IC & must say the organisation was very good , the staff were excellent

Fantastic experience: The member of staff we dealt with was patient and explained everything clearly to us. She helped us with our booking and didn't force us into any decisions.

Fantastic experience: After a wonderful Italian lakes trip with Imagine, we made a hasty decision for another cruise stay , but realised it was not for us . Nicole has gone out of her way to try and sort this out and after all her hard work we will be flying off to Australia …thank you so much Nicole

Fantastic experience: Kerry was excellent and provided friendly advice. She gave me all the options and was very thorough. I would certainly highly recommend her as provided great customer service.

Fantastic experience: Trying to combine two cruises in spring next year and changing flights and getting bridging accommodation is never simple - Nicole at Inagine has been very patient and thorough in exploring options and costs to help make this a reality - thanks

Fantastic experience: I've been extremely pleased with my experience thus far I've booked a holiday with them previously and this time has gone as well as before,I can recommend them.

Positive experience: Could have been a dream holiday if Imagine cruising actually spent more time thinking about the overall travels experience as it felt like a gap year student joined some of the bits together. Don’t get me wrong the itinerary, Cusco tours guides, Andean Explorer train and Azamara cruise were all 5 star. Where it was let down was the bits in-between that Imagine cruise arranged. Examples : arrive into Lima Airport late at night (equivalent 2am from our departure country). - then driven 1 hour to hotel and told 5am wake up to come back to airport for morning flight (there were multiple airport on sight hires) - this happened twice during the trip. General chaos on most pick ups from Imagine cruise local reps - Example making main group stand around for nearly 2 hours waiting for 6 people that for some unknown reason been booked on a slightly later flight that day. Imagine Cruise- you obviously know how to great luxury itineraries with incredible experiences but please spend a bit of time think about the connection parts and making those more enjoyable.

Fantastic experience: Excellent thoughtful service. When we were contacted to confirm booking details Jason took the time to suggest options to us that are likely to greatly enhance the quality of our holiday.

Fantastic experience: Absolutely wonderful service from Sara Ponsford at Imagine Cruising who has been so helpful. Sara re-booked a cruise for me - she was so attentive and nothing was a problem. Sara called me when she said she would and got me the best deal - I am totally overwhelmed. Thank you Sara

Negative experience: Really poor booking experience. Booked a holiday & cruise 15 months in advance and told don't worry you have plenty of time to make decisions about flights and cabins etc., don't need to know until May'24. Only to now be told month that are preferred flights are full and we can't upgrade our cabins as they are also fully booked!

Negative experience: Imagine lead you to believe you are booking a package holiday at the price you are given with direct flights. What they don't tell you is that they fob you off with the worst indirect flights they can get and then want you to pay thousands £ more per person to get what you thought you were booking in the first place. Better package companies out there.

Positive experience: Overall a good experience. Although I’m not at an age yet for the excursions as you only move as fast as the slowest person.

Fantastic experience: During the past week I have required to contact the company to discuss the recent death of my partner’s mother on 31st January. I have spoken with three different members of staff who gave me confusing and conflicting information. At such a sad and emotional time for us this proved very stressful and difficult. Today however, I have been speaking to Sara Ponsford who has been both charming and empathic to our immediate situation. She has been able to assist with another holiday and confirm availability which is what I had requested a week ago. Her attention was prompt, helpful and has subsequently put our minds at rest during a very turbulent time and one which was unexpected. I cannot thank her enough and would say she has reinforced my confidence in the company at large. Great customer service Sara. Our best wishes from Isobel and Mike .

Fantastic experience: I Only had a positive experience with Imagine Cruising. Whenever I had a query telephone contact was always quick and efficient and the staff I spoke to were helpful and friendly.

Negative experience: Disappointed with poor customer service. Once you have paid there is a total lack of interest in making the experience a good one. Call if you need to get answers or resolutions, as the email staff are not English speakers, are slow to respond and not at all interested in dealing with problems. Compared with Trailfinders or other travel agents we used in the past this is one of the worse. 16 hour flight … upgraded to premium economy … I am not seated next to my husband and was told to go online to find luggage restriction across our flights and cruise … we value our holidays, the experience getting there is important I feel totally let down by a company that keeps sending me glossy brochures promising the world. Good customer service is going above and beyond, Imagine Cruising barely deliver the basics. Life is too short, my holidays too precious. Never again.

Fantastic experience: Spoke to Danielle today over a couple of queries, she was brilliant kept me informed of the situation then later rang me to give all information that I needed,also a very cheerful lady.

Fantastic experience: Sara was extremely helpful and so pleasant to deal with . She listened to what I was saying and was extremely positive and understanding. I would recommend her highly if you are contacting Imagine Cruising.

Negative experience: Don't bother booking with Imagine Cruising. They are all over you when you are booking but once they've got your money they are not interested in any aspect of the holiday. They put us on a crappy airline called Maleth Aero and for 9 hours (flight delayed) we only got offered 1 drink, no duty free and no in-flight entertainment. Again same situation on return. Stewards didn't seem interested either. All in all spoilt a holiday as flying on a decent airline is part of the holiday.

Fantastic experience: Ross was very helpful when we needed to change our holiday completely , he was so patient and explained everything clearly . We were able to change to a different holiday at a different time without losing our deposit . He made the process very easy

Fantastic experience: Called Imagine Cruising to enquire about our upcoming flights and spoke to Bell twice. She was so helpful and gave me all the information I needed and emailed it all across too. Very impressed, thank you

Fantastic experience: This is a company who always rings back when they say they will and always have the right information to hand. I really appreciate being able to speak with a real person, who is responsive and knows their job. Thank you.

Negative experience: When we 1st booked the Cruise around the Antarctic .Ee had to arrange our own flights to and from London.We flew from London to Amsterdam changed aircraft to Buenos Airs.why we could not fly from Manchester to Amsterdam is beyond us.Then our flight home from Buenos Airs to Paris then change for London arriving London 2pm was changed to arrive at 4.30pm which meant we miss our connecting flight to Manchester.Again why we could not fly from Paris to Manchester when there is flights available with Air France who are flying us to Paris from Buenos Airs again is beyond us.Imagine arranged to put us over night in a hotel we the fly home Sunday 28th to Manchester in doing so we lost our money on the 1st flight which we couldn’t connect to.As it was important to get home on Saturday 27th January as first arranged we asked Imagine could we disembark at Paris with Air France and arrange our own flight to Manchester arriving home at 5pm .Imagine cruising reply we would have to cancel our flight from Buenos Airs with Air France to Paris and lose our money and pay for a new flight to Paris.Again the simplicity of doing this change is beyond us. We will have to stick with what we have but would have grave reservations of booking again with Imagine as they advertise their services as giving good customer service

Fantastic experience: Bell in the Concierge team is excellent. She was very patient, understanding and helpful and provided me with the information I needed. Thank you very much Bell Really appreciate it.

Fantastic experience: We are on a multi stop cruise & stay holiday lmagine staff at all hotels & airports to assist We have used them before Always been very happy The Imagne team in Singapore were excellent and deserve 10 out of 10 for customer satisfaction & service

Fantastic experience: I enquired about changing a flight from economy to premium economy. Madison was excellent and very professional and rang me back as agreed with all the relevant details. 5 star treatment.

Fantastic experience: Just called to amend our japan trip when I had the pleasure of being connected to Parvin who was exceptional in all respects. Refined and enhanced our package with her considerable knowledge and professionalism, we are most grateful.

Fantastic experience: It was nice to have a call for an upgrade on our cabin for an upcoming cruise! Very good service.

Fantastic experience: Sarah has lots of patience and a willingness to answer any question and keen to make sure you have that perfect cruise experience.

Fantastic experience: Sarah provided excellent and professional service and support we would say that Sarah is an asset to the company she absolutely delivered with our situation well done and thank you

Negative experience: Can’t believe I’m writing this to be honest, this company is absolutely shocking. I would give them zero stars if I could! My aunty had been on many cruises with this company in the past which she loved. She had booked 5 cruises earlier this year: Los Angeles - December 2023, Sydney - January 2024, India - March 2024, Bangkok - October 2024 and Cape Town - January 2025. Sadly my aunty died in July 2023 and had paid deposits on all of these cruises at a total of £11,825.00 The company are refusing to refund this. My aunty died suddenly unexpected just passed away from natural causes but according to this company deposits are just ‘non refundable’. Why should this company have nearly £12,000 for nothing, all they will do is sell the cruise on to someone else! They’ve had plenty of notice, I don’t think there is any excuses to not refund the money. Do not use this company!

Fantastic experience: Got to say our whole experience of booking with Imagine Cruising has been excellent. From our original booking back in July 2022 with Melanie to our final booking confirmation with Kerry( she’s terrific). Great company to work with. What more can we say but I very big thank you

Fantastic experience: This is my first booking with Imagine Cruising but based on my experience so far, it certainly won't be my last booking. Everyone has been super helpful, friendly and extremely efficient. I dealt with Jason and what I particularly liked was that he explained everything very clearly and when he said he would call me back with information in 10 minutes, sure enough, he called back.

Fantastic experience: Executive Concierge Sara Ponsford has gone above and beyond in sorting out my fussy booking, I have asked so many questions, then added a guest at the eleventh hour. None of this was too much trouble for the delightful Sara. Professional and very approachable. She has been wonderful, a real credit to the company. Many thanks Sara

Fantastic experience: I had a call from a Gentleman named Jason who went through our options for our flights to Japan, he was thorough and explained the different prices and booked for us our chosen flights .

Negative experience: Be very wary when booking with imagine cruising! We booked for the Canaries Sailcation, no fly cruise. As other reviews say, the customer helpline people are fantastic and a pleasure to talk to. BUT, when we looked in more detail later, we realised that the ship we were due to travel on was the Sky Princess, part of the Princess cruise line. 'Which' magazine rated them bottom of the pile in their recent 'Best and worst cruise lines' review. I have linked it below. You can also read the very mixed Tripadvisor reviews from people who have sailed on the Sky Princess as well and make your own mind up. I wish we had done that beforehand! In the light of this we decided to withdraw, knowing that we might lose our 25% deposit. Imagine Cruising did acknowledge that they did n't always deliver the customer experience that they wanted to for their customers. But despite this they were adamant that they would not refund our deposit or provide any evidence that it was a fair sum to withhold for a cruise that was 6 months away. Moral of the story: always read the reviews for the ship / cruise line you are travelling with and think very carefully about making any booking with Imagine Cruising. https://www.which.co.uk/reviews/cruise-lines/article/best-and-worst-cruise-lines-aXDfX7O9uJEz https://www.tripadvisor.co.uk/Cruise_Review-d15691843-Reviews-Sky_Princess

Positive experience: Positives Quick easy booking so it seems ? We said at Booking time Manchester they said OK no problem small fee. Negatives Wrong airport for us right down South we live in Yorkshire would cost 600 pounds extra for flight from Manchester!! I found one for 240 pounds for 2 return. Make sure you have things in writing. Make sure you have comprehensive insurance. Make sure you do not need to rely on their reps at resorts they are not helpful or in attendance. We have had 2 holidays with this company we won't be going again with them the worry and stress of something going wrong is too much or the excessive last minute costs and expenses!!!!

Negative experience: I have not cruised with this company but I had an email sent to me advertising an all inclusive cruise to the canaries when I called to book I was informed all inclusive only ment the flights where included I informed them this was misleading advertising didn't make any difference so I'm glad I didn't get to book as this company lies as does there staff

Positive experience: I was very happy with Sara's help and assistance in getting the best alternate flights for our upcoming cruise vacation. She was positive and responsive and clearly went out of her way to lend assistance; providing a series of helpful options to choose from.

Negative experience: Just paid 8,598 for a holiday and have now paid for seats on flights going to Cambodia and Vietnam. If we don't have the possibility, we wouldn't be sitting with one another. We think this is totally out of order.

Fantastic experience: Wonderful people from Wootton. This is how I have found all contact with the staff at Imagine Cruising. Being a newby to cruising, I was not sure at all how I was going to negotiate many aspects from cabins to flight upgrades, I need not have worried as it was all explained beautifully. I was never rushed, felt pushed, just a relaxing informative experience, by very well trained members of staff. A credit to the travel industry. I hope my cruise around Japan is as relaxing, I cannot wait. One outstanding member of the team was Kerry, well done you are a gem, and do Imagine Cruising proud. It is nice in the post covid world to find a company that answers the phone so quickly and who genuinely care about their customers, I find that a pleasant change from the norm sadly nowadays. Well done to all, and many thanks from the Alexander's.

Negative experience: Awful company will never use again. They gave us the worst flight connections ever despite ringing them and asking them to change to better connections. They were totally unhelpful. We then had to stay 2 nights in an hotel costing us £300. The 5* resort they booked for our first week is about 4 stars if it’s lucky, They left us standing at the cruise port because they gave us a wrong time for pick up and their bus left us despite us asking their reps a couple of times what were our arrangements. A bit of training for them wouldn’t come amiss as common sense should have told them if there was only one coach there, there might have been a slight time mix up especially as nothing else appeared for us. The rep shrugged her shoulders and pouted her lip and did nothing just walked away. Hopefully they will refund our taxi money. *edit they did in fact refund our taxi money so fair play to them for that

Negative experience: I requested a phone call back as yet another email address means reply went into junk email and was missed. Extremely unhappy with the communications from Imagine travel .... would not reccomend to anyone and I have not even had the holiday yet !!

Fantastic experience: We received friendly, professional service from Jonathon when we booked our cruise from Palma in September 2024 He was very helpful and able to answer all our questions. We have booked with Imagine Cruises before and have always been impressed with the service.

Negative experience: Travelled with my husband and disabled brother in law to Pergola hotel in Malta before embarking on a cruise to Greece. Asked for assistance at the airport. First class. The hotel was totally unsuitable for a disabled person as built on many levels and had lots of walking between lifts. Wish this had been pointed out to us in the brochure and at time of booking.

Fantastic experience: Kendra gave me great customer service on booking. She was really knowledgeable and called when she said she would (which is great of course!)

Fantastic experience: My wife and I saw an Imagine Cruising ad in the Sunday papers. One caught our eye and I called and was put though to Megan. The cabin grade we were after had sold out but Megan was able to secure a cabin after speaking to the cruise line. There was also an issue with the return flight to the UK which required a lengthy stopover in Abu Dhabi. Megan listened to this concern and called back after 20 minutes having secured direct flights back to Heathrow at a nominal extra cost which we were delighted to accept. The whole process took around three-quarters of an hour and we were very happy with the outcome.

Fantastic experience: We booked short stay in Tenerife for my birthday in January next year. Spoke with a lady whose name is Megan. We could not be happier. We got a great deal and Megan was extremely helpful and informative. Great service and fantastic staff. Could not fault anything. Would most definitely recommend yourselves. Steve.

Positive experience: Just booked a 2024 trip with Imagine and found the booking agent, Faye, and the booking experience to be respectively pleasant and trouble free. Still to experience the vacation, which has a good number of journeys, transfers and accommodation locations, so time will tell. As noticed with other reviews, we were a bit surprised that the long haul flight details were unknown whereas equivalent flights could be seen online. Booking deposit at 32% of the total cost is a bit steep particularly when flights are clearly not yet reserved. The two part deposit payment offered by the agent softened the blow. Keeping our fingers crossed that the vacation and the folk we meet will be as friendly and helpful as Faye.

Negative experience: Be warned, they will cheat you at any twist or turn they can. We have booked a Rio to Lima experience at the cost of £11 000 !! First of all they booked flights Heathrow to Atlanta …. Then Atlanta to Rio !!! This would take 24 hours +. When we called them and said that’s silly, they changed our flight to Rio direct at the cost of an extra £350. (Flight changes admin fees …. And what ever else they could think of) and this is us actually believing they would do the best flights for us, BUT …. Nop !!! We then discovered they had booked us Madrid to Heathrow with a 5 hours stop over at a much dearer cost than a flight with only 2 hour stop over. And to rub salt in to the wound, they now wanted us to pay again !!! If you want to book with them, make doubely sure your flight fit your itinerary. It has put such a damper on what is our very special trip for our 40th wedding anniversary

Fantastic experience: Called up and spoke to Amy passey she quickly found cruise we were interested in an helped me. Choose cabins to suit us. She was very efficient. Happy with my first booking with Imagine cruising!!

Fantastic experience: I found Kendra very helpful and she went the extra mile to ensure I could book something suitable. Kendra was reassuring as well as understanding and very personable to speak to.

Fantastic experience: We have booked many holidays through Imagine and always found them very helpful and pleasant. We have encountered a few problems in the past, however Imagine have been quick to rectify. Great value for very interesting packages.

Negative experience: Unfortunately not the booking experience we expected, although changes to flights do happen it is how they are handled that is important. Too much left to the customer to chase and check, not a premium experience, just hope the holiday is.

Negative experience: Appalling customer service, after a 3 night stay at the Solana Hotel in Mellieha and a 1 week cruise, they left us stranded at the port of Valletta, with no pick up time, waited 2 hours before finding our own way back to the hotel for another atrocious 1 night stay at the awful Solana Hotel, where there are lots of building works going on, with Kanga drills and cranes everywhere, would never use this company again and would advise others not to. Only got a video to upload but this site won't allow it.

Fantastic experience: Just back from a fantastic cruise on P n O Brittania. Excellent booking service from Imagine. We had Jasin Manford Beverkey Knight and Paul McKenna as our guest performers. Thank you all at Imagine

Negative experience: Have been trying for 3 days to book a £7000 cruise with Imagine Cruises - Am profoundly deaf can't use a phone 4 email NOT ONE REPLY - THIS IS THE WORST TRAVEL AGENT I HAVE EVER EXPERIENCE

Negative experience: Simply dreadful service from Imagine Cruising - they ruined what should have been a special Caribbean cruise for my wife's 80th Birthday. It started with them booking us home on the wrong day, from the wrong island, on the wrong airline - and it went downhill from there on in. Can you believe it? If Imagine Cruising were the last travel agent/tour operator on the planet, I wouldn't use their services. Be warned!