Iglu.Com

I would leave zero stars if I could. Please read the reviews and do your homework on this company. My son and I booked a cruise and when the cruise company changed the vaccination policy he could no longer go. Iglu refuse to refund yet. They take an hour to answer calls too. I'm concerned the refund is going to take months of chasing up. Shocking stories on here and Internet groups about iglu refunds.

I can't believe I have to take Plant Cruise (Iglu) to the small claims court to recover my money for a cruise the cancelled in March. Firstly I was told I would get my refund in 15 days then that moved to 60 days, now more than 6 months have passed. I informed them I was going to the small claims court and there was absolutely no reaction, so small claims court here we go.

Thanks for your reply but I've been waiting over six months for my refund, I shall be submitting my court papers to the Small Claims Court tomorrow morning. If you would like to make my refund today that would be good and it would save you court costs and interest. Booking ref XNHM7W 927366 I hope to hear from you.

This company should be avoided. Holiday package cancelled by IGLU 132 days ago, refund requested 115 days ago. Still waiting for money to be returned. Money from Cunard paid back to IGLU on 22nd May, they are still holding on to it.

DON'T EVER USE IGLU.I've been waiting for a refund of deposit for a cruise that was cancelled by NCL, but booked through Iglu. NCL approved the refund, but Iglu are hanging on to the money. It's now nearly 6 months. I have another cruise booked with them for next year, but I will cancel it. They are a complete waste of space! I Will never use them again.

If you call to book a cruise, you will get straight through, if you have any sort of query or problem, they won't talk to you or resolve the issue. They don't answer emails either. DON'T EVER USE IGLU is my advice!

Critical: Professionalism Day 133 and still no refund. I have been advised at various times I am on the priority list, I am with the senior management team and I will be escalated. All meaningless. I just want you to give me my money back. Would give no stars if possible.

UPDATE - just had an email saying money will be credited to my account within 6 days! 135 days since my cruise was cancelled and still waiting for a five figure refund. advice to anyone thinking of booking with Iglu/Planet Cruise - it's not all about the best deal sometimes it is the after sales customer service that matters. Despite being assured that we would receive a refund within 90 days, then numerous chase up emails and phone calls all receiving generic responses, we are still waiting.

After emailing the CEO we finally had a phone call on the 21st August from a senior customer care executive assuring us that we would receive a refund within 14 days. I then emailed on the 2nd September to confirm that this was still the case and received a reply saying we were definitely on the list for our refund to be processed week commencing 31st August.

Well guess what - we haven't received it! Is it worse to not have a definite date for the refund or that a written promise (I have both these promises in writing) is in fact broken? I would ask someone in senior management, if you are not too embarrassed or ashamed, to call or email me as a matter of urgency and explain why I have not received this.

Armed with these emails I now think it could be time to take legal action and lodge a complaint with trading standards. Any future customers - think twice! I'm sure you will be fine if your holiday goes to plan but best of luck if you have any issues!

Was promised refund in 90 days now into 93rd day but still no refund, dont answer phone or emails, will never book cruise again with this tour operator stay well clear will let you down

Not the greatest booking experience, too many mistakes and calls made to rectify, resulting in a direct email to CEO, waiting for a response.

Occasionally good but often abysmal. Getting hold of someone by phone is often a waste of time continual menus. Ring back does not work. Very frustrating