iglu cruise customer service

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IgluCruise   Reviews

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Reviews 4.8.

45,770 total

Most relevant

The best cruise booking site

Friendly, clear telephone sale. Quick quotation via email and prearranged call back on time. Price honoured and cheaper than comparible holiday deal elsewhere. Correspondence via email and then link to booking site, detailing all aspects of the holiday. Very clear and comprehensive. Also linked to ship app to get all dining and shore excursions arranged in such good time. Very impressed

Date of experience : 01 June 2024

Beth at Iglu was amazing

Beth at Iglu was amazing. I can’t vouch for the cruise itself yet, as that lies in the future, but the booking experience was a total pleasure. Booking a cruise can be a complicated experience, so I hugely recommend getting on the phone with Iglu who will make it all seem more human and less like you are being fleeced by so many options and packages. Iglu’s price was a substantial discount on our booking too.

Date of experience : 07 June 2024

Great service

I was worried about contacting Iglu because I needed to cancel my holiday. I asked Richard the agent what my options were and what financial penalties I might incur. He was very helpful and explained that as I was a select customer I could choose another cruise at a later date as long as it met the relevant criteria and would incur a charge of £25 each. I was happy with his advice, rebooked and came away very reassured

Amber once again found a solution we…

Amber once again found a solution we hadn't considered that met our needs better and saved us money. This knowledge and expertise is very welcome when considering large purchases such as these and helps give confidence in your decisions.

Date of experience : 06 June 2024

The GOLDEN OLDIES

We have use Iglu several times booking cruises and found them to be very friendly and helpful. Yesterday we spoke to Gary Goodfellow and he booked us a holiday for the end of this year with Princess Cruises. It’s so nice talking to a human being and sorting out any problems you might have. Well one Gary.

Date of experience : 05 June 2024

Second time we've booked through Iglu

Second time we've booked through Iglu, I had Vicky sorting my booking out, just very pleasant, helpful, with good knowledge of the cruise company we were booking with, the ship and what was available. We last booked through Iglu 2 years ago for Hawaii and everything was so smooth which they had, had a hand in.

Great customer service.

Katherine the Iglu representative I talked to was very helpful. I normally book with the cruise line direct but found that Iglu cruise prices were better. Some how made the mistake of paying in full instead of the deposit. Looked like I was going to pay the deposit and the whole lot got paid. Never done that on any other website. Be careful when paying as this was not clear how much they were taking.

Barbados cruise

Gill was professional and helped us to find an alternative cruise once we realised our initial choice was no longer available. She also explained everything exceptionally well.

Delightful service from Iglu re prospective cruise

Bit nervous ringing....fortunate to have the best person to help and advise...cannot speak highly enough of the friendly expertise of Paul Bagnall....who succeeded in obtaining a great price for the Scarlett Lady cruise.

Great service for cruises

Have used Iglu for several holidays (cruise's) and have had no problems with the service. Only thing that lets Iglu down is getting in touch, phone line is a premium number and can have to wait a while for the call to be answered.

Date of experience : 30 May 2024

Excellent information

Excellent help and information from Caitlin who patiently answered all our queries. She was very knowledgeable and got our booking sorted. Thank you!

Straightforward booking

Dealt with Sam who was absolutely great. Very easy to make a booking I had already researched so was able to book the cabin I wanted. Professionally handled but friendly and approachable.

Booking a cruise through Iglu so easy

Booking a cruise through Iglu was so simple. They sent me a quote straight away but as with all extended families took a lot of time to finalise all parties sailing. Over a few weeks it was all decided and Jamie was so patient with me whilst getting together the confirmation of party members and gathering all required information I was so impressed. He was always polite and helpful and I can’t thank him enough for his assistance and patience throughout. We finally have a family cruise to look forward too! Thank you Iglu and in particular Jamie .

Date of experience : 04 June 2024

Great customer service

Unfortunately we could not make a cruise booked for next year (2025), but Richard helped us cancel and move our cruise to another sailing. Richard was very patient in waiting for us to be ready with the new cruise and our availability. When we were ready we had everything changed and sorted within the hour. Great customer service all round!

Brilliant booking process with Igloo

Brilliant booking process with Igloo. Their representative listened to our requests for our holiday and offered us what we wanted. Thank you

Knowledgeable adviser who helped create a perfect package

Knowledgeable adviser who was extremely kind and helpful in arranging a holiday to support a young woman with a learning disability. Every question was answered and the time was taken to plan the best possible trip. Thank you Gary for your time and care for our booking.

The service and efficiency I received…

The service and efficiency I received from Naomi was amazing .This was the quickest cruise I have ever booked.Naomi managed to get me exactly what I was looking for and gave me great advice. A lovely knowledge colleague.Thank tout

Date of experience : 29 May 2024

Advisor really pleasant and patient

Advisor really pleasant and patient, didn’t push any of the holidays and allowed us to make up our mind. The only negative why I didn’t give a score of 5, I had to ring the cruise company up three times to find out information as the advisor didn’t know the answers. To be fair the advisor said they’d not worked with this particular cruise company often. I actually struggled to find a contact number so it wasn’t very easy to contact them and I didn’t want to be ringing USA.

Fabulous customer service

Fabulous customer service. Extremely helpful. Friendly and polite. I requested to reschedule my cruise to a later date and had been worried that we might lose it. Within an hour my booking was moved to next year. Thank you so so much xxx

I am trying to contact Iglu and have…

I am trying to contact Iglu and have tried everything! Telephone calls just have you going round in circles. Emails are not answered and their online Chat appears to be offline! Frustration and exasperation sums up customer service.

Suggested companies

Planet cruise, cruise.co.uk, p&o cruises.

IgluCruise   Reviews

In the Cruise Agency category

Visit this website

Company activity See all

Write a review

Reviews 4.8.

45,770 total

Most relevant

The best cruise booking site

Friendly, clear telephone sale. Quick quotation via email and prearranged call back on time. Price honoured and cheaper than comparible holiday deal elsewhere. Correspondence via email and then link to booking site, detailing all aspects of the holiday. Very clear and comprehensive. Also linked to ship app to get all dining and shore excursions arranged in such good time. Very impressed

Date of experience : 01 June 2024

Beth at Iglu was amazing

Beth at Iglu was amazing. I can’t vouch for the cruise itself yet, as that lies in the future, but the booking experience was a total pleasure. Booking a cruise can be a complicated experience, so I hugely recommend getting on the phone with Iglu who will make it all seem more human and less like you are being fleeced by so many options and packages. Iglu’s price was a substantial discount on our booking too.

Date of experience : 07 June 2024

Great service

I was worried about contacting Iglu because I needed to cancel my holiday. I asked Richard the agent what my options were and what financial penalties I might incur. He was very helpful and explained that as I was a select customer I could choose another cruise at a later date as long as it met the relevant criteria and would incur a charge of £25 each. I was happy with his advice, rebooked and came away very reassured

Amber once again found a solution we…

Amber once again found a solution we hadn't considered that met our needs better and saved us money. This knowledge and expertise is very welcome when considering large purchases such as these and helps give confidence in your decisions.

Date of experience : 06 June 2024

The GOLDEN OLDIES

We have use Iglu several times booking cruises and found them to be very friendly and helpful. Yesterday we spoke to Gary Goodfellow and he booked us a holiday for the end of this year with Princess Cruises. It’s so nice talking to a human being and sorting out any problems you might have. Well one Gary.

Date of experience : 05 June 2024

Second time we've booked through Iglu

Second time we've booked through Iglu, I had Vicky sorting my booking out, just very pleasant, helpful, with good knowledge of the cruise company we were booking with, the ship and what was available. We last booked through Iglu 2 years ago for Hawaii and everything was so smooth which they had, had a hand in.

Great customer service.

Katherine the Iglu representative I talked to was very helpful. I normally book with the cruise line direct but found that Iglu cruise prices were better. Some how made the mistake of paying in full instead of the deposit. Looked like I was going to pay the deposit and the whole lot got paid. Never done that on any other website. Be careful when paying as this was not clear how much they were taking.

Barbados cruise

Gill was professional and helped us to find an alternative cruise once we realised our initial choice was no longer available. She also explained everything exceptionally well.

Delightful service from Iglu re prospective cruise

Bit nervous ringing....fortunate to have the best person to help and advise...cannot speak highly enough of the friendly expertise of Paul Bagnall....who succeeded in obtaining a great price for the Scarlett Lady cruise.

Great service for cruises

Have used Iglu for several holidays (cruise's) and have had no problems with the service. Only thing that lets Iglu down is getting in touch, phone line is a premium number and can have to wait a while for the call to be answered.

Date of experience : 30 May 2024

Excellent information

Excellent help and information from Caitlin who patiently answered all our queries. She was very knowledgeable and got our booking sorted. Thank you!

Straightforward booking

Dealt with Sam who was absolutely great. Very easy to make a booking I had already researched so was able to book the cabin I wanted. Professionally handled but friendly and approachable.

Booking a cruise through Iglu so easy

Booking a cruise through Iglu was so simple. They sent me a quote straight away but as with all extended families took a lot of time to finalise all parties sailing. Over a few weeks it was all decided and Jamie was so patient with me whilst getting together the confirmation of party members and gathering all required information I was so impressed. He was always polite and helpful and I can’t thank him enough for his assistance and patience throughout. We finally have a family cruise to look forward too! Thank you Iglu and in particular Jamie .

Date of experience : 04 June 2024

Great customer service

Unfortunately we could not make a cruise booked for next year (2025), but Richard helped us cancel and move our cruise to another sailing. Richard was very patient in waiting for us to be ready with the new cruise and our availability. When we were ready we had everything changed and sorted within the hour. Great customer service all round!

Brilliant booking process with Igloo

Brilliant booking process with Igloo. Their representative listened to our requests for our holiday and offered us what we wanted. Thank you

Knowledgeable adviser who helped create a perfect package

Knowledgeable adviser who was extremely kind and helpful in arranging a holiday to support a young woman with a learning disability. Every question was answered and the time was taken to plan the best possible trip. Thank you Gary for your time and care for our booking.

The service and efficiency I received…

The service and efficiency I received from Naomi was amazing .This was the quickest cruise I have ever booked.Naomi managed to get me exactly what I was looking for and gave me great advice. A lovely knowledge colleague.Thank tout

Date of experience : 29 May 2024

Advisor really pleasant and patient

Advisor really pleasant and patient, didn’t push any of the holidays and allowed us to make up our mind. The only negative why I didn’t give a score of 5, I had to ring the cruise company up three times to find out information as the advisor didn’t know the answers. To be fair the advisor said they’d not worked with this particular cruise company often. I actually struggled to find a contact number so it wasn’t very easy to contact them and I didn’t want to be ringing USA.

Fabulous customer service

Fabulous customer service. Extremely helpful. Friendly and polite. I requested to reschedule my cruise to a later date and had been worried that we might lose it. Within an hour my booking was moved to next year. Thank you so so much xxx

I am trying to contact Iglu and have…

I am trying to contact Iglu and have tried everything! Telephone calls just have you going round in circles. Emails are not answered and their online Chat appears to be offline! Frustration and exasperation sums up customer service.

We’re changing the way people experience the world.

Iglu is the UK's largest independent specialist cruise and ski travel agency. We pride ourselves on providing expert advice on the widest range of holidays at competitive prices.

Our mission

Founded in 1998 in London, Iglu has grown from a small startup to one of the country’s leading digital travel agencies. Our mission is to help people achieve their travel dreams.

By working closely with all the world's leading cruise lines and ski holiday suppliers, Iglu seamlessly connects travellers with memorable experiences. Working as an independent agent, we enable providers all over the world to reach customers and grow their businesses.

Iglu.com operates in the UK under the Iglu Cruise and Iglu Ski brands, as well as the Planet Cruise brand internationally. By offering more than 20,000 cruises and over 6 million ski holidays, no matter where you want to go or what you want to do, Iglu makes it easy and stress free with award-winning sales and customer support.

Brands within the Iglu family

Iglu's values are central to how we interact with our customers, our suppliers & each other

Our History

Iglu launches.

UK's 1st ski OTA - Set up by Richard Downs with its first launch at the London SkiShow.

Iglu enters the Cruise market

Iglu enters the cruise market with amazing supplier relationships, customised newsletters and top organic Google rankings.

Acquisition of Planet Cruise

Acquiring Planet Cruise enabled Iglu to become the largest cruise retailer in the UK.

Entering International Markets

Launch of Planet Cruise internationally, including Spanish, Italian and French cruise markets.

Conquering Covid

With no departures for 18 months. Iglu emerged stronger and continued to invest in tech.

Today, 25 Years on...

Record sales, profit and online bookings. Re-entry to international markets. Awards for Online Call Centre Agency of the Year at the AAA’s and Best Place to work in Travel (3rd place)

Our customers

Already booked with us or thinking about booking? Contact our sales and customer service departments directly

For cruises & cruise holidays call us on

0203 848 3600

Planetcruise

0239 327 7800

For ski holidays & ski chalets, call us on

0208 542 6658

David Gooch

Chief Executive Officer

Lorna Vincent

Chief Financial Officer

Chief Product Officer

Scott Millett

Chief Information Officer

Chief Commercial Officer

Kirsteen Fox

Chief Marketing Officer

Siobhan Commins

Chief Operations Officer

Simon McIntyre

Managing Director of Ski

Richard Downs

Founder / Chairman

Recent press releases

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25 Years of Success for Iglu

2023 sees Iglu trading for its 25th successful year. In 1998 Iglu’s ground-breaking concept at launch of selling ski holidays online set the course of the company’s progress through forward thinking, creativity and innovation. Today Iglu is the UK’s #1 cruise and ski retailer and is continuing to grow as a business, investing in technology and reaching into international markets.

Angela Hector

Communication & Engagement Lead

Suggested companies

Planet cruise, cruise.co.uk, p&o cruises.

IgluCruise   Reviews

In the Cruise Agency category

Visit this website

Company activity See all

Write a review

Reviews 4.8.

45,770 total

Most relevant

Katy was extremely helpful…

Katy was extremely helpful and listened to our requirements and gave us sound advice. We could not fined a cabin on the deck we wanted but she found one for us, well done Katy.

Date of experience : June 05, 2024

I have dealt with Glenn many many times now, it is always a pleasure, he could not be more helpful, a credit to any company.

My consultant Jon

My consultant Jon was efficient, knowledgeable, patient and friendly. He dealt with my request quickly.

Date of experience : June 06, 2024

Azamara cruise with Amber

Amber Was brilliant and very professional She helped us with every aspect of our holiday and very patient. Thank you

Excellent service

Stuart Mulvey, who booked the cruise for us, went above and beyond. Such exceptional service, I can't recommend Iglu highly enough.

Date of experience : June 04, 2024

This is my first time booking with igloo

This is my first time booking with igloo and Alex made the booking simple and gave me all the information I needed about my booking very impressive.

Amanda was very helpful

Amanda was very helpful, informative and efficient. She made booking our cruise very easy. Thank you

Kate was really helpful & efficient &…

Kate was really helpful & efficient & gave brilliant advice & info. A pleasure to book with you. :)

We had a wonderful time from the time…

We had a wonderful time from the time we got on to the time we got off, no complaints all staff were very friendly and helpful ,

Date of experience : May 24, 2024

Direct booking

My booking was made easier by dealing directly with the Company rather that booking online. Very patient staff.

Listened to my requests and requirements and answered all my questions open and honestly. 3rd time using iglu and will definitely use again. Thank you 😊

Great company

Great company. Used lots of times. Prices are very reasonable. Website is easy to use, understandable.

Date of experience : May 28, 2024

customer support team members were very…

customer support team members were very helpful patient and explained issues effectively WHEN I finally made contact. The system of booking was efficient but cancellation of a booking less so. Being left on hold for long periods of time was understandable but very frustrating and on occasions I missed agents contacting me because I was on hold to initial agent who was transferring me. I am computer literate but not great using my IPhone. We have booked another cruise with you and will continue to use your company

Date of experience : May 29, 2024

Booked a cruise package 2 weeks ago.

Booked a cruise package 2 weeks ago. Our transfers were included. They are not honouring this....everytime we call it's over 2 hours waiting....lies n lies someone will call back.....nobody's called. 1 week to go and no transfers arranged and nobody knows what's happening a nightmare to get through. Never Again.....it seems nobody gives a damm about their customers....

Reply from IgluCruise

Hi there, thanks for leaving a review. We are disheartened to learn of your concern surrounding your transfers. The Customer Experience is paramount to everything we do here at Iglu, and we apologise wholeheartedly for any upset or frustration that may have been caused. Upon reviewing your booking, we are pleased to see you have been in contact with our Customer Care team, and they have resolved your concerns. Thank you for your patience. Thank you for taking the time to share your feedback, and we hope you have a fantastic holiday. Kindest regards

We spoke with Glen and he couldnt have been more helpful. He provided great information about the package. He is a credit to iglu. Hope to deal with him in the future.

Queen Anne, Baltics, July 2024.

Very helpful with information for our forthcoming cruise on Queen Anne. Thank you Caitlin.

Grace dealt with my enquiry expertly

Grace dealt with my enquiry expertly, informed me of all details and gave me all options available.

great jon was very helpful linking our…

great jon was very helpful linking our two booking with royal caribbean . Quick and easy to book

Jo Baldwin provided exceptional…

Jo Baldwin provided exceptional customer service finding great flights and the best hotel rooms for us - thank you

Date of experience : May 31, 2024

He was most helpful in acquiring the…

He was most helpful in acquiring the cabin we wanted that wasn't shown as available on the cruise company's website.