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96% of our customers give us good ratings (31059 reviews)
Date Product Score Comment
24-Oct-2013

New York Stay + Florida & Bahamas Cruise cruise on Carnival Splendor.

Quick and easy service at a great price.

24-Oct-2013

Cape Town to Sydney with Stays cruise on Queen Mary 2.

Very attentive staff

24-Oct-2013

Miami Stay + Caribbean & Azores to So'ton cruise on Adventure of the Seas.

One representative was excellent but one was terrible. He gave us quote
For all inclusive and for the third person to have a sofa bed and when we
Phoned back to book we were told all inclusive was for balconys only and
Our third person would have drop down bed as sofa beds were only in
Balcony cabins not inside.

24-Oct-2013

Grand Caribbean Celebration cruise on Queen Mary 2.

The sixth time I have used Iglu. They have proved knowledgeable and helpful. I have always recommended them to friends and colleagues looking for a cruise holiday.

24-Oct-2013

Mediterranean & Greece Odyssey cruise on Queen Elizabeth.

Very efficient. Linked up with a later booking from my sister. Hope this will be ok.

24-Oct-2013

Magical Mediterranean from Barcelona cruise on Disney Magic.

I feel confused at the way they do things as i am used to another website
not always easy when you are older!

24-Oct-2013

New Zealand & Australia Discovery + Stays cruise on Voyager of the Seas.

We dealt with Nigel, who we felt gave us time to consider our options, clearly explained what was available, researched and got us the extra day we wanted and phoned us back ASAP when the flights had to be changed.

24-Oct-2013

Norwegian Fjords cruise on Celebrity Eclipse.

I asked iglu a question and I was emailed an answer immediately.

24-Oct-2013

Caribbean Transatlantic cruise on Ventura.

Excellent service that exceeded our expectations, it worked like clockwork even with a late booking. Although we booked online the helpline staff were also great when we had a couple of queries. They knew the answers immediately and I could understand them!

24-Oct-2013

Norse Legends & Viking Sagas from Dover cruise on ms Ryndam.

The guy I spoke with was Dennis who lives know in Berlin and he could'nt be more helpfull. Saved me a packet from using Holland & Americas website for our cruise on the Ryndam. Had to call him back a couple of times to verify a few things which was not a problem to him. Excellent. Will use you again. Thanks

24-Oct-2013

Caribbean - Southampton to Barbados cruise on Ventura.

It was advertised on your website that coach transfer was included. This meant there was a transfer from Gatwick to Southamptom was included. After paying for may holiday/insurance, I was then informed it was not included. I have had to spend money out on two train fares. There was not compensation. The handler for this case on every question I asked about the cruise, had to phone me back. In one day I was phoned back five times with different questions and in the end I was helping the person taking the booking. I have been on four other different cruises and I certainly didn't get this service from other operators. If I had known the transfer was not included as stated on the website when I booked then I would have not booked the holiday, as I have a very bad back condition and travelling by train has caused me great anxiety even before the holiday has begun.

Our response:


Thank you for your feedback on this occasion. I am sorry that you have been left disappointed.

I acknowledge that we were first aware that the there were no more seats on the transfer from Gatwick to Southampton upon contacting the cruise line that day.

I note that we were committed in helping you find an alternative way to get to the ship. Had it have been suggested that you did not want to travel any more, we could have approached the cruise line.

I will ask one of our customer care team to contact you today.

Kind regards

Peter

On 24-Oct-2013 the customer changed their rating and added:
Further to your email, I did in fact suggest twice that I did not want to travel after finding out there was no transfers available, but discovered that you had in fact taken my money and then you discovered there were no more seats. You should have checked this first. I was told that you would arrange an alternative method, and then found out I would have to pay for your mistake, which is exactly what I am having to do tomorrow.

You had processed my payment and then found out there was no transfer seats. This means that IGLU was contravening their wording (INCLUDED). I was told by Rico after having spoken to Leon on many other occasions that this was not guaranteed.

As I have to deal with employment contracts, what you advertised was incorrect and misleading to the consumer.

I would like recompense for the rail fare for my daughter and myself.

As suggested where I would of had an easier journey by coach, I am having to transfer 4 times to get to Southampton from where I live and this will not help my bad back.

I have not had anyone call me today and tomorrow I will be travelling, so you will have to contact me on my return as I still want this sorted out, otherwise I will take this matter further.

I am not withdrawing my rating until I have spoken with you.

Regards
Mrs P Jones-Laurie

Our response:


Please be assured that we are not asking you to withdraw your rating. We are happy for this review service to reflect individual experiences; good and bad.

I am sorry that we were unable to make contact before travel. I'll be writing to you separately. I'm keen that you are not subject to costs that you were not anticipating.

Kind regards

Peter

24-Oct-2013

Madeira, Canaries & Portugal cruise on Azura.

An easy transaction with a very pleasant lady Rebecca Hill.
I have always found Iglu to be an excellent company
Peter Johnston

23-Oct-2013

Norwegian Fjords from Harwich cruise on Celebrity Infinity.

very friendly and helpful

23-Oct-2013

Coastal Alaska from Seattle cruise on Regatta.

Promise the world but we forever have to chase them for information. Once a booking is placed, they don't return calls or emails - really poor service.
They also add additional charges even though they are already getting a commission from the holiday company. When queried they advised that this charge voluntary 'for their expertise'. That wouldn't be so bad if they had actually I provided some expertise but in this case they had received the booking via the cruise line and still added the charge.
Avoid if possible!

Our response:


I am sorry to read about your experience on this occasion.

We respond to most queries on the day of enquiry and also deal with matters on the first call where possible. Our customer care team are open 7 days a week and are equipped to turm matters around quickly and effectively. One of the team will be in touch with today to answer any outstanding questions as well as identify where you may have had problems in the past.

I agree, it's not appropriate to charge our standard booking fee in these circumstances and this has been removed from the reservation.

Kind regards

Peter

23-Oct-2013

Spain and Canary Islands cruise on Adventure of the Seas.

Excellent adviser, very helpful.

23-Oct-2013

Spain & Canary Islands cruise on Celebrity Eclipse.

really helpfull staff answered all my questions well

23-Oct-2013

Mediterranean Gems cruise on Queen Elizabeth.

Very good service.Quick and efficient

23-Oct-2013

Scandinavia and Russia cruise on Brilliance of the Seas.

Quick friendly and informative

23-Oct-2013

Southampton to Dubai cruise on Adonia.

I was very impressed with Mike the person I deit with, he was very patient and helpful , I had just phoned to inquir about a cruise , but because he did not rush things and went through the details of the cruise , it also helped not having back ground noise , we booked and paid , for cruise.

23-Oct-2013

Mediterranean Gems cruise on Queen Elizabeth.

Have used Iglu before and have received excellent service, particularly from Kevin Cook but have not received a questionnaire before. This time we phoned Iglu, spoke to a girl then the phone went dead. Waited for iglu to return call but with no response called again speaking with Peter Pugh. He did try to find the girl but we ended up dealing with Peter who appeared more intent with getting a quick sale than assisting. Knowing exactly what we wanted we did not need a lot of assistance but Peter needed an associate to advise him of what was available to fly from Manchester to Rome. Having tried to sell us flights direct from Heathrow and then on the Shuttle,(not knowing times of flights etc) an associate apparently advised him of a direct flight chartered by Cunard.. Not at all impressed with service received from Peter (although booking appears in order) and would have used another firm if we hadn't used Iglu before. Comments Please

On 23-Oct-2013 the customer changed their rating and added:
I do note that the chartered flight luggage allowance is 20kg although Peter confirmed it would be 23Kg

On 24-Oct-2013 the customer changed their rating and added:
It would appear that reply comments are only posted if we put poor service, It is obvious that comments with a good rating are not read as no reply has been posted despite the above request

Our response:


Please be assured that I was in process of looking into your concerns with a view to responding.

I am still conducting my investigations and will be in touch with you directly in due course.

Kind regards

Peter

Our response:
Furthermore, I wish to apologise for any crossed wires in respect to the luggage allowance. I can confirm that you are entitled to check 22kg, not 23kg.

Kind regards

Peter

23-Oct-2013

Ultimate Caribbean cruise on Celebrity Equinox.

The service we received was excellent this is our 3rd booking with Iglu and would definately book again. Kelly the salesgirl who booked our cruise was really helpful and friendly emailing me our booking details really quickly after booking over the telephone.

23-Oct-2013

Mediterranean Discovery cruise on Queen Victoria.

very efficient operative.

23-Oct-2013

Eastern Caribbean cruise on Azura.

He was really helpful and got the perfect holiday! Thanks.

23-Oct-2013

The Cape Verdes & West Africa Explorer cruise on Braemar.

5 star excellent

23-Oct-2013

Southern Caribbean cruise on Celebrity Eclipse.

Richard, my contact at Iglu was very kind, courteous and helpful in every respect, and wish to thank them for helping me with our booked cruise. Thank you

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What our customers say


"I booked a Fred Olsen cruise with IGLU last month and was so impressed by the service I received. The staff member I spoke to was Kimberley and she was exemplary. Capable, kind, professional, patient, friendly and knowledgeable. She went through every step of the way calmly and thoroughly. IGLU were recommended to me by friends and I have no hesitation in passing the recommendation along. Well done IGLU and thank you. "

Christina
(March 2019)

"So easy to deal with, I studied the Cruise I wanted, did my research with different company's and returned to Iglu. I had three quotes matching Iglu’s cost, but with one phone call they beat the price themselves by £40 without me even asking, how easy was that! "

Gary
(February 2019)


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