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Iglu cruise

165 The Broadway

London, SW19 1NE

United Kingdom

iglu cruises live chat times

Planet cruise

Northarbour Rd

Portsmouth PO6 3TD

iglu cruises live chat times

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iglu cruises live chat times

I cancelled our cruise on 02 03 22, and I'm still waiting for a refund.

I rang customer service, an automated message asked for people to" refrain from phoning the company as they were extremely busy" and to use their online chat service.

I've been trying for days, at one stage I was 45th in the queue so left that.

I've also been disconnected when waiting in the queue.

Today...I went from 28th in the queue to 5th, and you guessed it, I was disconnected.

So I thought, I'll email them., I had a reply back saying they no longer monitored emails and, please use the new, more efficient online chat service! Grrr

8 replies to this topic

' class=

I found a comment on trust pilot was good for a reply. There is a whole facebook page dedicated to problems with Iglu,, Good luck

Thank you for your reply, much appreciated. Any idea what the Facebook page is called?

' class=

Report them to ABTA ... spots and leopards etc.

iglu cruises live chat times

DIRE CUSTOMER SERVICE.

extremely easy to book and pay deposit, but since then struggling to speak to anyone who can help with a possible amendment, have complained online to their chat rep - someone supposed to call me back….we shall see. have e mailed the ceo richard downs. in the meantime BE WARNED THERE IS NO CUSTOMER CARE E MAIL ADDRESS and there is NO E MAIL ADDRESS FOR COMPLAINTS. i feel sick. i wish i had seen all the negative comments before paying deposit. having registered complaint with on the chat facility, was told it can take 28 days for anyone to deal with the complaint - however, that takes me beyond the time in which i am supposed to pay the balance. I WISH I HAD NEVER BOOKED WITH THIS COMPANY. - have it in writing THAT THERE ARE NO MANAGERS OR SUPERVISORS AVAILABLE TO SPEAK TO ON THE PHONE and THAT THERE IS NO PERSON TO SPEAK TO ABOUT COMPLAINTS. AWFUL! AWFUL! AWFUL! be aware that if you want to speak to anyone about amendment, the phone is answered by salesperson, who cannot help - it has to be passed through to another department AND NOBODY ANSWERS THE PHONE. i tried several times. spent about 3 hours trying to sort things. i have left my comments on TRUSTPILOT. if i do not receive phonecall in the stated time, i shall pass issue over to mastercard as i do. not trust this company. i am concerned that if i have a problem after paying the balance, i will be ignored. as i read all the comments from others about waiting and struggling for a refund, i am experiencing a real feeling of doom and trepidation

' class=

They were awful when covid first kicked off but i thought they had sorted things by now. Obviously not. I waited 4 months for a refund.

it is all well and good us having debate amongst ourselves and hopefully others can benefit from our

experience - but the point is, does anyone from IGLU read these reviews and attempt to rectify matters? i.e.

their dire customer service. member of staff told me they are all working from home and no managers or supervisors could be spoken to on the phone because they could not be contacted, this was confirmed in writing on the online chat. incidentally, i asked for the conversation to be e mailed to me - so there is no debate about what was stated. i think it profoundly upsetting that the lead up to a potentially happy experience, should be marred. some people have not been on holiday for years because of covid - but is covid going to be used as an excuse for shortage of staff and shoddy service until the end of time?

I booked a cruise in July for four people, 2 of the people couldn't travel as they contracted Covid. We were told we would get a full refund after the cruise finished on the 30th July. It would take 14 days from when Planet Cruise received the funds from the Cruise liner. So we went ahead and booked another cruise at the beginning of August. Again 2 members couldn't go on the cruise so we cancelled the cruise for 2 people and again was entitled to a refund for 2 members.

The cruise liner refunded Planet Cruise middle of August and Planet Cruise have not repaid the fund for the first cruise for 4 people or the 2nd cruise for 2 people.

They keep fobbing us off each time we call, say that they will escalate to Accounts but still won't commit to a date that we will receive our refund.

Now complaining to ABTA as we are getting nowhere with Planet Cruise .

How they can hold on to passengers refund from the cruise liner past 30 days is beyond me. They are breaking the ABTA's code of conduct, regulation 6H.

thank you for your comments. i am sorry you have had issues. i am arguing with them because after i paid over phone on credit card my deposit, i received confirmation e mail for deposit and FINAL BALANCE DUE amount. today i had e mail saying when balance is due to be paid, with a different higher amount. i queried and was told that the statement had not been complete and a 2nd e mail had been sent with the higher amount.

RESOLVER to help? have found them excellent in the past

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iglu cruises live chat times

IgluCruise   Reviews

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Reviews 4.8.

41,766 total

Most relevant

The cruise specialist was very helpful

The cruise specialist was very helpful, was knowledgeable, and assisted us in determining which options to choose. They contacted us to check if we wanted to book the cruise, or change options etc.

Date of experience : 03 March 2024

Very good experience once again in…

Very good experience once again in booking a cruise via Iglu cruises. Friendly, helpful service from Kash Banergee. 😊

Date of experience : 26 February 2024

This is NOT customer service.

Easily booked a cruise online with this company at a good price. However, when advised by the cruise line that I MUST book parking through Iglu this proved impossible. Iglu gave me two links to parking companies neither of which would accept a booking. Telephoning was a nightmare. I eventually called the ‘new bookings’ number and was interrupted when I was explaining the problem and transferred to post-booking. The phone has now been on hold for 42 minutes.

Daniel Forsyth was fab to deal with

Daniel Forsyth was fab to deal with! He was very efficient and we were able to get our cruise booked within a few hours of enquiring!! Would highly recommend :)

Our experience in booking our first cruise

It was so easy booking our cruise with Iglu. Verity the representative who talked to me on the phone took all the worry out of our booking. It is our first cruise and we are so looking forward to it. Big thank you to Verity explaining everything to us. Even found our way into the portal and have even booked our seats on the plane . Definitely would choose Iglu again for another cruise.

Date of experience : 01 March 2024

Emily & Laura were both professional

Emily & Laura were both professional, friendly & helpful All of my queries were dealt with efficiently. Very impressed with both of them & every question i asked was dealt with by return email.

Date of experience : 02 March 2024

Gary Goodfellows was most helpful and…

Gary Goodfellows was most helpful and knowledgeable. As a 1st time booker of a cruise his help and advice was exactly what I need to book with confidence.

Norway & Iceland here we come…

The pre booked appointment was met extremely punctually. The process was simple but importantly the coordinator (Jamie) was extremely helpful. Have used Iglu twice and have not been disappointed.

Date of experience : 04 March 2024

Perseverance won the day…

Jamie was very patient and we progressed through the booking. He had trouble bringing up my P&O account to get my offers applied to my cruise. The phone line was awful but we got there. A patient and very helpful chap.perseverience won the day.

Date of experience : 23 February 2024

Promise to get back to you but never…

Promise to get back to you but never do,once they have your money there not interested..Been on iPhone 1&1/2 hours this morning trying to sort taxi transfers im in a wheelchair and cant use coach very stressful.Will never book wit h iglu again.

Date of experience : 20 February 2024

Iglu cruises 🛳 are tops

From. Calling iglu cruises the representative was very helpful, he went the extra mile to make sure everything was in place, I would highly recommend folk to choose this company for there future cruises, we will definitely be Calling again when booking another cruise,

Stay and Cruise Holiday

Very good communication,always quick to respond to any questions I asked. Very helpful and worked together to find the best options for our trip.

Very helpful cruise experts.

Amber war very helpful and informative. Lovely telephone manner. When I wanted to get back to her for further info the extension link didn’t work but the colleague who helped answer questions was also very helpful.

Date of experience : 24 February 2024

Marella Explorer 2 Cruise booking.

I found Anthony Harrison at Iglu cruises to be very helpful when I first enquired about the cruise I was interested in. When I contacted him again to make the booking he dealt with everything in a very professional manner.

Date of experience : 22 February 2024

Absolutely super service thanks Glenn

Absolutely super service thanks Glenn. Throughout this booking everything been dealt in a very pleasant and efficent manner. I have no hesitation whatsoever in recommending IGLU CRUISES. Again, many thanks Glenn.

Good experience.

Pleasant assistant, Sarah, was very helpful. Went through the process of booking a holiday an easy process explaining everything clearly. Would highly recommend.

First timer

As this is my first cruise for quite a while, I found it a bit difficult sometimes to navigate the website. Choices included 6-7 nights and 7-10 nights, but my 7 night cruise only appeared in the 7-10 nights section. That aside, I found my way through the process and received very quick confirmation of booking and payment. Thank you

Highly Recommend IgluCruise

Jacob put together my quotes and made my booking for me with NCL cruise line. Really excellent customer service thank you Jacob.

Date of experience : 29 February 2024

Really poor customer service

We were trying to book a ‘big’ holiday but we weren’t sure exactly what we wanted: we had narrow travel dates and with two children sharing our room, cruise websites are not massively helpful. I rang iglu to see if they could help narrow it down and long story short, they couldn’t. The gentleman I spoke with was unhelpful. He told me that, without having an idea about what I wanted, he could not help me at all and I should look at the website. I tried to explain that the website wasn’t showing me prices or rooms which would accommodate 4 passengers in the configuration we needed but he wouldn’t take this and again he told me I should look at the website. Eventually I gave up and rang Cruise and they asked me questions and gave me a set of options that fit the criteria! Booked with them and happier as a result!

Don’t even know where I am going!

Booked a P&O cruise. It appears itinerary has changed, been chasing Iglu for weeks to find out. Same reply will let me know when they know. Still waiting!! They must know as now selling the new itinerary. I had to find out through a Facebook group for the cruise that it had changed as all passengers that have booked direct and with other agents have been informed. Lesson learnt won’t use Iglu again.

iglu cruises live chat times

IgluCruise   Reviews

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Reviews 4.8.

41,766 total

Most relevant

Dom was amazing

Dom was amazing. We are first time cruisers and all the information, tips, we're explained in detail.

Date of experience : March 04, 2024

Great company

Janet was a pleasure to work with. She was very helpful,knowledgeable and responsive to our needs. Would happily use her for future cruises

Date of experience : March 03, 2024

Excellent service

Excellent service. Sales rep was excellent nothing was to much. He answered all our questions and was very polite.

BEWARE, don´t book

BEWARE, do not book with Iglu!! If everything goes exactly how it should it´s ok, but if not it´s just impossible to speak to anybody or make any change in the booking. I´ve been trying to contact them for almost a month now, and phone hangs up after 20 min waiting, or they direct you to contact form that nobody EVER answers. They promised me the possibility to upgrade the booking (paying extra) after making the deposit, and now it´s impossible to contact or speak to anybody. Before booking it´s all good words and calls, but after that it´s impossible to speak to anybody. Terrible service. They used to be good, but that was years ago. Never again!!!

New to Iglu

Rhys was very helpful and helped me to complete my cruise booking. Very prompt at getting my email confirmation which gave me confidence in the company.

Date of experience : February 24, 2024

Very helpful agent

Very helpful and knowledgeable agent. This is my first cruise so had lots of questions and he was very patient and was able to answer all questions. Will definitely use again.

Excellent customer advisor Amber

Amber was very patient, answering all my queries, and did not push me to make a decision about the cruise I was interested in.

Excellent rep

Excellent rep. Informative and helpful. Only issue is having to pay extra to set together with my wife on a 10 hour flight.

Date of experience : February 25, 2024

A star consultant working in a system needing improvement.

Having booked an Oceania cruise (plus add on) to Japan with BA premium economy flights we decided we wanted to upgrade the return flights to business class. Two days ago we spent half of the day trying to arrange this through Iglu. Waiting on the phone was like waiting to speak to a GP! and on occasions we got through we were directed to the wrong department (eg to upgrades instead of to tailor made). Towards the end of the day we spoke to a consultant who told us tailor made had gone home and she promised to call us back the following morning. We waited but no call. Yesterday morning we started the process again and luckily spoke to Chantelle. She provided us with an excellent service - making all the necessary arrangements for us - doing exactly what she said she would and finally checked back with us that everything was to our satisfaction. What a star for your company - she should be promoted !!

Date of experience : February 29, 2024

Sharon thank you for the wonderful…

Sharon thank you for the wonderful quick service Hopefully will book all the future cruise s With you Sharoon Thank you

Customer service a joke

been trying to speak to someone for the last 3 hours keep being cut off. advisor was supposed to call back yesterday , did not. given a number on email no one manning number. told to book on board ship then it was transferred back to Iglu, apparently extra incentives. not forth coming. Need to speak urgently, phoned P&O who said its Iglu who now need to sort. Still trying to get through.

Date of experience : March 01, 2024

Reply from IgluCruise

Thank you for your review. We are sorry for the difficulty you encountered getting hold of our team.  We are sorry to hear of the frustrations caused by lack of promotion when booking onboard and any delays in the transference of your booking to us.  We are glad Jess was able to resolve the issues today and secure you the promotion and package you were expecting.  We hope to continue to assist you throughout your booking and to offer a service more in line with expectations moving forward.  kindest regards

David was very helpful and answered all…

David was very helpful and answered all the questions and gave great advice I will be keeping a note of his name and number for future cruises

Date of experience : March 02, 2024

Viney was so helpful and well informed…

Viney was so helpful and well informed and didn’t rush us into making a decision

Date of experience : February 26, 2024

Very professional and friendly service…

Very professional and friendly service from Laura hopefully contact her for our next cruise

good expereince

extremely well informed travel agent, was very helpful in finding us the right cabin, was very patient and got us a good deal

Booking process very quick and easy

Booking process very quick and easy. Excellent service provided by Sam from the booking team.

After sales issue...

The initial call with your sales agent (Monika) was great, very helpful... I would have given 5 stars. However, your system had an issue and I received a misleading email so I had to phone to sort that out. Then my name was not correct on the form (did not match my passport spelling) so I completed your customer contact form to have it corrected. When I logged in the next time my name had been changed but was still incorrect. I submitted yet another customer contact form and thankfully it's now correct.

Date of experience : February 23, 2024

Thank you for taking the time to leave a review. We are sorry for any frustration caused by your booking confirmation. It is important our team be vigilant in details for your booking and I am very sorry we missed the mark on this occasion,  We thank you for bringing this to our attention so swiftly, so it can be rectified. Please rest assured that we have updated and noted this with all relevant suppliers and confirmed the requirements. Bear in mind certain booking systems do not allow spacing, letter casing, or punctuation so it may still show as a continuous script on some elements of your holiday.  Once again we are sorry for any frustrations we have caused and look forward to assisting you further with your booking.  kind regards

Great service and lovely staff

Always easy to book with Iglu and staff very pleasant and helpful and usually cheaper than booking directly with the cruise line.

Sam helped me a book a cruise for my…

Sam helped me a book a cruise for my mother in laws 60th birthday and he couldn't have been more helpful! Such a nice guy and easy to deal with, thanks again Sam!

Paul was great

Paul was great, really pleasant, informative and got me a cheaper price for the cruise I was loooking for. Thank you paul

Iglu Cruise

Iglu Cruise

Travel agency in Merton

Address: 2, 165 The Broadway, London SW19 1NE, United Kingdom

Phone: 442038483680

Region: Merton

Nearest station: South Wimbledon (0.37 miles)

Rated: 4.0/5 on Google.

Opening Times

About iglu cruise.

  • 👍 Mixed opinions about Iglu Cruise’s customer support when flights are canceled – some had no support while others had arrangements made for them by the company (avoid direct contradiction).
  • 👎 Some customers find it difficult to get help from Iglu Cruise through their live chat and phone line, with long wait times and being cut off.
  • 👍 Previous positive experience with Iglu Cruise’s helpfulness, but now they are considered useless by some.
  • 👎 Unhappy with Iglu Cruise’s after-service, as one customer wanted to cancel and rebook a cruise but was told they would lose their deposit instead of paying an admin fee.
  • 😊 Positive interaction with Megan on social media who researched the issue fully and explained the process.
  • 😕 Mixed opinions regarding Iglu Cruise – used to be helpful but now considered less helpful or even useless. Difficulty in getting assistance through live chat or phone line.

Options: Wheelchair-accessible entrance

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  2. Discover the Best Caribbean Cruise Deals with Iglu Cruise!

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  3. Iglu cruise: Great value! 2021 All Inclusive holidays

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  4. Iglu cruise: Just released

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  6. Cruise Chat with Emma Cruises

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VIDEO

  1. Hughes Vs Bishop Fenwick

  2. HAVE FUN

  3. പച്ചവെള്ളം പോലും കുടിക്കാത്ത സ്നേഹമുള്ള ഭാര്യ EPI 27

  4. Feeling Lonely?

  5. الجزء1/حصه "ماث" تابع الدرس الاول للصف الثاني الاعدادي مع مس/ياسمين سعيد

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COMMENTS

  1. Contact Us

    Speak to one of our friendly customer care advisors via our live web chat facility in our Help Centre. Open Mon-Fri 9am-5pm. Urgent Enquiries. If you have an urgent query and you are departing in the next 3 weeks, please phone us. Open Mon-Sat 10am-5pm, Sun 10am-4pm. Call 0203 848 3679 ... About Iglu Cruise.

  2. Iglu Cruise Help Centre

    If you have an urgent query and you are departing in the next 3 weeks, please call us. Open 10am-5pm Mon-Sat and 10am-4pm Sun. 0203 848 3679.

  3. Sales and Customer Care Opening Hours

    Thu 10:00 - 17:00. Fri 10:00 - 17:00. Sat 10:00 - 17:00. Sun 10:00 - 16:00. Webchat Team Opening Hours: Monday to Friday - 09:00 - 17:00. Saturday and Sunday - CLOSED. Please note that the above opening hours may differ during Holiday periods. The quickest and easiest way to contact our Customer Care Team is via our Customer Contact Form.

  4. Getting in touch & Opening Hours

    Getting in touch & Opening Hours. Sales and Customer Care Opening Hours. Customer Contact Form.

  5. Contact Us

    Iglu cruise. 165 The Broadway. Wimbledon. London, SW19 1NE. United Kingdom. Phone number 0203 848 3600. Visit iglucruise ...

  6. Important Information

    My Booking. You can use My Booking to add and amend aspects of your booking, such as: To make payments. To access links to your tickets. To access the Customer Contact Form where you can request for changes to be made such as name changes, amendments to contact information and personal details, changes to bed configurations and dining times.

  7. Customer Contact Form

    Customer Contact Form. We have created a Customer Contact Form for our customers. You can also access the form by logging in to your own cruise booking via My Booking. A member of our team will review your request and will be in contact with you in due course. If you are travelling within 1 month, or for more complex changes/requests please ...

  8. Customer Feedback

    The form will be sent directly to our Customer Relations Team and you will receive an automated response to confirm receipt. Please be advised, that our Customer Relations team has up to 28 days in which to respond. Our customers are at the forefront of everything that we do and we sincerely appreciate your feedback. Pre-Travel Feedback.

  9. Submit a request

    How can we help? ...

  10. Booking Information

    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)

  11. Cruise Holidays 2024 & 2025

    View Iglu Cruise Blog Cruising from the UK. Begin your holiday the minute you board on cruises from UK with popular cruise lines such as P&O Cruises. Check out our recent blog - P&O Cruises Winter 2025/26 Season which includes the top itineraries sailing from Southampton. World Cruises. Sail around the world or take in a sector of a world cruise.

  12. Customer Portal

    Welcome to My Booking! To log in you will need your Booking ID, email address, postcode and the date of birth of the lead passenger. What is your Email Address?

  13. Iglu Cruise

    Iglu Cruise, London. 65,098 likes · 2,036 talking about this. The UK's most trusted travel agency for cruise holidays. With over 100 dedicated experts with extensive cruising knowledge and the right...

  14. Read Customer Service Reviews of www.iglucruise.com

    Established in 1998, Iglu Cruise is the UK's largest independent cruise agent. With over 200 dedicated in-house experts between our offices in Wimbledon and Portsmouth, and homeworkers, offering specialist cruise holidays and deals to over 3000 ports in 30 destinations from over 20 cruise lines. This gives us the best variety of cruises anywhere!

  15. Contacting Iglu Cruise

    Contacting Iglu Cruise. Is anyone else have trouble contacting Iglu Cruise? I cancelled our cruise on 02 03 22, and I'm still waiting for a refund. I rang customer service, an automated message asked for people to" refrain from phoning the company as they were extremely busy" and to use their online chat service.

  16. IgluCruise Reviews

    Established in 1998, Iglu Cruise is the UK's largest independent cruise agent. With over 200 dedicated in-house experts between our offices in Wimbledon and Portsmouth, and homeworkers, offering specialist cruise holidays and deals to over 3000 ports in 30 destinations from over 20 cruise lines.

  17. Iglu Cruise

    Cruise videos and previews from the UK's leading independent cruise travel agency. Watch videos of the newest ships, destinations and on board entertainments...

  18. Read Customer Service Reviews of www.iglucruise.com

    Established in 1998, Iglu Cruise is the UK's largest independent cruise agent. With over 200 dedicated in-house experts between our offices in Wimbledon and Portsmouth, and homeworkers, offering specialist cruise holidays and deals to over 3000 ports in 30 destinations from over 20 cruise lines. This gives us the best variety of cruises anywhere!

  19. IgluCruise Reviews

    Established in 1998, Iglu Cruise is the UK's largest independent cruise agent. With over 200 dedicated in-house experts between our offices in Wimbledon and Portsmouth, and homeworkers, offering specialist cruise holidays and deals to over 3000 ports in 30 destinations from over 20 cruise lines. This gives us the best variety of cruises anywhere!

  20. IgluCruise Reviews

    Often waiting for hrs to be.taken ashore. The ports of call changed daily leaving us to travel on one occasion to a rat infested town having waited hrs for the tender and transport to the town centre. Most people refused to get off the bus. Iglu had arranged this package including transport which failed to arrive.

  21. Iglu Cruise

    Iglu Cruise - 2, 165 The Broadway, London SW19 1NE, United Kingdom. Travel agency in London: Opening Times, Phone Number, Places nearby

  22. Cruise Search iPhone App

    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)