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96% of our customers give us good ratings (31081 reviews)
Date Product Score Comment
19-Oct-2013

Dover to Tenerife & Casablanca cruise on Braemar.

always there with tempting offers. Efficient friendly staff have on both occasions I have booked through you always delivered. Thanks

19-Oct-2013

Greek Isles & Turkey cruise on Celebrity Constellation.

I asked how much n AUD and was told $1900. $2400 deducted from my account. My airfares cost $700 and my bank charged me $60 to pay by card. That's not including hotel charges. So not quite the bargain advertised.
Probably a B Pay option would have been better.
I have been to the ship without documentation and had trouble getting through to talk to someone.
Other than that I have just booked another Europe trip with an Oz company and found it more precise and just as quick.

Our response:


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

I acknowledge that Iglu.com primarily cater for the UK market and therefore will always quote in Sterling.

I appreciate that we had no hand in arranging your flights, nor would my colleague have had specific knowledge of charges applied by your bank.

Our offices are open 90 hours a week and wait times are kept a minimum.

Thanks again for your feedback.

Kind regards

Peter

19-Oct-2013

Dover to Tenerife & Casablanca cruise on Braemar.

Maybe a little less effort in "fighting for customers" due to staff incentive schemes! Plus far far too much "virtual" paperwork being sent of which a lot looks like it is the same message duplicated. Much better if this was more concise.

19-Oct-2013

Western Mediterranean cruise on Azura.

You have always found a holiday with no hassle excellent

19-Oct-2013

Canary Islands from Barcelona cruise on Norwegian Spirit.

Very informative and patient

19-Oct-2013

Rome to Corsica, Monaco & Barcelona cruise on Regent Seven Seas Mariner.

This was the first time we have used Iglu and the booking experience was faultless.

19-Oct-2013

Spanish Mediterranean cruise on Independence of the Seas.

Service is as good as others, price I obtained on last two cruises lower than others, but Iglu have the only web site where I can select a balcony when searching for a cruise. As we only need to see the price of a balcony when viewing cruises this is the only site I know that lets me separate the types of cabins in my search.

Web site is also very clear in detail and staff (like others) are competent.

19-Oct-2013

Mediterranean Discovery cruise on Queen Victoria.

My age was recorded incorrectly on receipt of Cunard's Booking confirmation as your young man had made me 10 years older.

We were not asked what dining options we would prefer and again the booking confirmation showed us as requesting a table for 6 when we would like a table for two
Bed configuration - not mentioned at the time of booking shown as requesting a King when we would have preferred twin beds.
The contact number provide to call you agent back to correct his mistakes and charged at a premium rate per minute, is this really necessary?
A service charge of 2 1/2% is excessive: and having booked ,then to be told it was £10-00 for you to send out our tickets, we had to supply my daughters email address for correspondence. Not everyone has access to a computer.
As a previous customer I was definitely not impressed with the service and will think twice and three time, or more before considering to use your company. I could have went direct to Cunard's site and booked at the same price.

Our response:


Initially, please accept my apologies for the lack of care when recording your age. Also for the issues with the dining and bed configuration requests. I agree, we should have asked at the time of booking.

I would like to offer some further comments:

I can assure our customers that we do not ever use Premium Rate numbers to contact our office. They are standard geographic (London) numbers starting '020'.

2.5% credit card charge is applied on such transactions. This reflects our costs in processing these payments. Debit card payments attract no additional charge.

In booking online direct with Cunard, I understand that you would have to provide an email address so that they may send the documents electronically. Whilst we provide our customers with a choice of how to receive their documents, we do charge to recognise the additional costs in despatching documents by mail.

I do hope that you continue to consider our services in the future. I hope that you have a most enjoyable voyage.

Kind regards

Peter

18-Oct-2013

Luxury Spanish Mediterranean cruise on Queen Victoria.

Quick and easy

18-Oct-2013

Norway Fjord cruise on Aurora.

Efficient and friendly

18-Oct-2013

Mediterranean Cities cruise on Independence of the Seas.

have always used iglu very happy with them

18-Oct-2013

Canary Islands from Malaga cruise on Norwegian Spirit.

na

18-Oct-2013

Scandinavia & Russia cruise on Celebrity Eclipse.

Very helpful person called tina. Very patient

On 18-Oct-2013 the customer changed their rating and added:
Pleaded with things so far

18-Oct-2013

Dover to Tenerife & Casablanca cruise on Braemar.

Excellent phone time responses and clear and helpful advice.

18-Oct-2013

Las Vegas Stay & Hawaiian Islands Cruise cruise on Star Princess.

excellent service

18-Oct-2013

Caribbean Transatlantic With David Essex cruise on Azura.

mixed feelings bit of a mix up with bookings resulting in two paying
one price and the other two paying much more

18-Oct-2013

Immersive Wine Cruise from Harwich cruise on Celebrity Infinity.

You feel as though you are discussing your holiday with someone who cares!!

18-Oct-2013

Ultimate Caribbean cruise on Celebrity Equinox.

I have booked 2 cruises now through Iglu, both times the person I have spoken to have been excellent. Very helpful and know all about the holidays. The cruise we took in September all we off great, hopefully our next one in March will be the same.
I would happily recommend Iglu to anyone. Thank you

18-Oct-2013

Iberia and Moroccan Discovery cruise on Queen Victoria.

Very clear and efficient with regard to the booking information, and the sending through of all the relevant documents etc.

17-Oct-2013

Norway Fjord cruise on Azura.

Very helpful.

17-Oct-2013

Canary Islands Christmas from Barcelona cruise on Norwegian Spirit.

The booking process was relatively quick and easy. I was a little dis-gruntled at the credit charge surcharge particularly as there was one for a debit card too. You can only pay by card so it should perhaps be made clearer that the is a charge.

Our response:


Thank you for taking the time to post feedback.

I just wanted to provide assurance that we do not charge any fees on payment with a debit card, as long as that card has been issued in the UK. I acknowledge that cards issued outside the UK will attract a fee.

Kind regards

Peter

17-Oct-2013

New York Roundtrip from So'ton cruise on Queen Mary 2.

promised e mail arrived promptly from Nigel. second call, member of staff not very knowledgeable seemed confused.

17-Oct-2013

Eastern Caribbean cruise on Azura.

excellent quote

17-Oct-2013

So'ton to the Caribbean with David Essex cruise on Azura.

great service and communication plus best deals around recommended

17-Oct-2013

Northern Lights - Classic Round Voyage cruise on MS Nordkapp.

I have never used this firm before and was most impressed - my contact was named Becky and I found her very pleasant , perhaps she could have had just a little more knowledge of the trip I was taking but on the whole....... OK

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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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