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96% of our customers give us good ratings (31060 reviews)
Date Product Score Comment
04-Feb-2020

The Netherlands, Belgium & France from Southampton cruise on Britannia.

Website is misleading, 2 out of 3 staff on the phone were rude.
Would have been 1 star if it wasn't for the third member of staff (Amy) being incredibly helpful unlike her colleagues.

Our response:
Thank you for your comment. I am sorry to hear that you found the website mis-leading and that you were unhappy with the service that you received from our Customer Care Team.

With regards to the website, it does state that when looking to book more than one cabin, you will need to call our sales team for further assistance. I am sorry that you missed this information when you made your booking.

I can see from the notes on the booking that you have spoken to our Customer Care Team and that the issue has now been resolved.
Customer service is our priority and your feedback is important to us, as we continue to improve on the service we provide.
Kind regards

04-Feb-2020

Spanish Discovery from Southampton cruise on Iona.

I booked my latest cruise with Iglu online and saved money by doing so very pleased with myself

04-Feb-2020

Continental Coasts from Malaga cruise on Marella Dream.

Because they were very helpful

04-Feb-2020

Spain & Italy from Southampton cruise on Ventura.

Use your service many times, always goes smoothly when booking a holiday, always polite and helpful staff, easy to engage with them, have recommended to a friend, which now books their holidays through iglu.

03-Feb-2020

Treasures of the Mediterranean from Palma, Majorca cruise on Marella Dream.

Mike was fantastic really helpful and knowledgable
This is a first time cruise for us and we are taking my wife’s brother for his 60th birthday so it’s important for us

Lets hope the cruise is as good as the ease of booking

03-Feb-2020

Ski holidays in Hotel Del Clos in El Tarter.

Very helpful in putting the right package together to suit our family's needs and budget. Can take a while to call back when busy.

03-Feb-2020

Autumn Fjordland from Tilbury cruise on Columbus.

Very friendly and helpful service. Booked my cruise without any trouble!

03-Feb-2020

Canary Islands from Southampton cruise on Crown Princess.

Good & prompr service

02-Feb-2020

Spain, Monte Carlo & Italy from Southampton cruise on Azura.

Very friendly and helpful. Have booked several cruises with them.

02-Feb-2020

Italy & Sardinia from Malta cruise on Oceana.

Assistance from staff member was excellent. Explained clearly any questions I had and gave reassurance when needed. Will use again if I enjoy my first cruise.

01-Feb-2020

Treasures of the Mediterranean from Palma, Majorca cruise on Marella Dream.

VERY good cruise consultant!

01-Feb-2020

Easter Italy & Corsica from Malta cruise on Oceana.

Amy at Iglu was very professional and helped me book a Cruise. She was very pleasant and patient with me as I am classed as disabled.She made me feel valued and I would definitely Recommend Iglu to family and friends

01-Feb-2020

Easter Colourful Coasts & 4 Nt Tenerife Stay cruise on Marella Explorer.

Spoke to an adviser first (Robin) who was very helpful and gave all the details and price of the holiday. I said I would ring back after discussing it with my husband. When I rang back I was told Robin was not available and would not be able to speak to me for quite a while so she offered her help. She had got the details up on the holiday and in less than an hour it had increased by £44 each she said this happened but when we queried this increase she said she would talk to her supervisor she came back with just a £5 increase per person. Whilst I was on the call to her Robin had tried to contact me and had sent an email saying the price would remain as he had quoted, which is now too late as I have booked and paid in full for the holiday. I just feel I was misled by the 2nd agent and could have paid £88 more.

Our response:
Thank you for your feedback. I am sorry to hear that there was some confusion with the price. We will always try and offer the best price possible, at the time you are booking your holiday. Prices are fluid, and the systems that we use to book your holiday with our cruise line partners, is live. And so the price cannot be guaranteed, until the booking is confirmed.
I have however passed your feedback to our sales agent, and asked them to look into this further.

Kind regards

01-Feb-2020

Cultural Collection from Gran Canaria to Corfu cruise on Marella Explorer.

very good service

01-Feb-2020

Ski holidays in Chalet Clementine in Val Thorens.

I was given a room for one person at the chalet, even though I booked for two. There was barely enough room for my partner to squeeze around the bed (less than 1 foot to the wall). There was literally not enough room to open our cases on the floor. There was no room to change into our ski gear. I thought there had been a mistake. We had to go and buy hotel accommodation. At no point, were room options given to me when booking, nor warnings about its size - we were just assigned this room. The floor plan did not explain the tiny dimensions. We were told there was room for a cot. There was not. We assumed a room with a large window/balcony - as in the website pictures. This was mis-sold. It should only be sold as a one person room, or an adjunct to the neighbouring large room. All other rooms in the chalet were spacious except ours. We are asking for a full refund to cover the cost of a new hotel room and food. If Igluski gives me a full refund, I will book with them again.

Our response:
Thank you for your comment. I am very sorry to hear about the issues with your room. I have located your booking and I can see that the matter is being investigated further by our Customer Relations team. Part of the investigation may require them to contact the tour operator that you were booked under. They will however look into the issues you faced and will respond to your complaint within 28 days.
We thank you for your patience at this time.
Kind regards

01-Feb-2020

Italian Mediterranean from Southampton cruise on Anthem of the Seas.

It was ok, I got what I wanted, I did however feel rushed. The person on the phone spoke really fast, did not really give me time to speak. They were polite, but I would have liked a less rushed experience. This was my first time to use them

Our response:
Thank you for your feed back. Customer service is our main priority and your feedback enables us to continue to improve on the service that we provide. So I will certainly pass on your comments to our sales team.

Should you require any further assistance, please do not hesitate to contact us.

Kind regards

01-Feb-2020

Canary Islands from Southampton cruise on Ventura.

Can never get in touch with anyone from iglu once I had booked the cruise .Very poor

Our response:
Thank you for your comment. I am sorry to hear that you have had issues contacting us. We have been receiving a high volume of calls this week, for various reasons. We have been working hard to reduce the call wait time. However you can also email us; customercare@iglu.com or please message us via one of our social media platforms.
Should you require further assistance, please do not hesitate to contact us.

With kind regards

01-Feb-2020

Round Britain & River Seine Experience from Newcastle cruise on Marco Polo.

Very pleasant and helpful customer services agent

31-Jan-2020

Iberia & France from Liverpool cruise on Black Watch.

Have used igloo a few times and always found them very helpful and recommend them to all my friends.

31-Jan-2020

Easter Bruges Getaway from Southampton cruise on Britannia.

Booked via their website which is easy to use and provides clear information (unlike some others I could mention). Always happy with prices and service.

30-Jan-2020

Ski holidays in Hotel Schwarzer Adler Wellness in Kitzbuhel.

I showed up at the hotel to find out that the rooms hadn’t been booked. Not sure whose fault that was; the hotel’s or Iglu’s. Thankfully they had space so wasn’t a problem.

Our response:
Thank you for your feed back. I am sorry to hear that there was an issue in resort. I have located your booking on our system and I can see that one of our Customer Care Executives assisted you with the issue and contacted the tour operator responsible. I hope that there were no further issues, however, if you wish to discuss this further with us, please do not hesitate to contact us.
Kind regards.

30-Jan-2020

Greek Isles & Kefalonia from Malta cruise on Oceana.

Booking a cruise was a breeze with really informative advice offered too

30-Jan-2020

Mystery Cruise from Liverpool cruise on Black Watch.

The service provided was helpful and well presented. I was pleased with the overall package the only reason for not rating as 5 stars was that I phoned back and asked if my table booking could be changed from 2nd to 1st sitting and whilst I was told that Olsen would be contacted with this, I never heard any more from you. I have resolved the problem direct with Olsen now but do think that you should have contacted me even if the answer was 'not possible'.

30-Jan-2020

Mediterranean Passage Transatlantic from Rome (Civitavecchia) cruise on Celebrity Edge.

Booked a cruise with George at Iglu. All sorted very easily and George was especially helpful.

30-Jan-2020

Spirit of Iberia from Malaga cruise on Marella Dream.

Never received such good service. Kerian is an absolute master, knowledgeable, clear and precise, and he pays attention to the client.
Well worth his salary.

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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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