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Watchdog Statement

Statement from Richard Downs, CEO of Iglu.com

"We apologise wholeheartedly for the delay in processing refunds, and we completely understand and share our customers’ frustrations. I would like to reassure customers that we’re committed to refunding all those who’ve requested a refund and thank them for their patience while our teams work through the remaining backlog.”

“The refund process is complex, and like many operators and agents we’re dealing with an unprecedented volume of requests. Pre Covid-19 the team would handle a handful of refunds per month. Since March, we’ve had almost 60,000 booking cancellations to refund or transfer. Our systems were simply not designed to handle this level of requests.

“Additionally, each cruise line, airline, accommodation provider and land tour operator has its own set of rules in relation to cancellations, refunds and credits that we have to manually check for each of the 60,000 bookings that have been impacted. Some of those third parties are also operating under different regulations which mean they don’t honour refunds or issue credit notes, which adds further challenges. We have been working tirelessly to upgrade our systems in order to accelerate the process and have so far processed 95% of the 60,000 cancelled bookings.

“We also understand that some customers' refund dates have been changed and this has not been communicated effectively. We sincerely apologise for the poor communication those customers have experienced and I’m working closely with the team to rectify this and ensure customers are being contacted directly and regularly to ensure they stay informed.

“We have learnt many valuable lessons from this experience and are already taking action so we can serve our valued customers better in the future.”

 

Are you rebooking a cancelled cruise due to Covid-19?