Imagine Cruising

Reviews, get directions and contact details for Imagine Cruising

Address: Portland House, Interface Business Park,Bincknoll Lane,, Royal Wootton Bassett SN4 8SY, UK

Phone: 0800 840 5801

Website

State: Wiltshire

City: Royal Wootton Bassett

Zip Code: SN4 8SY

opening times

Monday: 9:00 AM – 9:00 PM
Tuesday: 9:00 AM – 9:00 PM
Wednesday: 9:00 AM – 9:00 PM
Thursday: 9:00 AM – 9:00 PM
Friday: 9:00 AM – 9:00 PM
Saturday: 9:00 AM – 9:00 PM
Sunday: 9:00 AM – 9:00 PM

Update Info

related searches: Imagine Cruising complaints, Has anyone received a refund from Imagine Cruising, Imagine Cruising specials, Imagine Cruising tripadvisor reviews, Who owns Imagine Cruising, Legal action against Imagine Cruising, Imagine Cruising customer service, Imagine Cruises from southampton

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Reviews

Very poor customer service.  Once we'd paid our money, it was impossible to speak to anyone on the phone or to get a response to emails, both before we travelled and when we were away and wanted to change accommodation.  Even their 'emergency number'  was unattended for our first few attempts.  Our hotel was not as advertised no 'island view' room, just a rendered wall view and no possibility to change as the hotel said Imagine Cruising had paid for the cheapest category of room and no 'a la carte', just half cold, overcooked buffet/canteen food in a 'diner' style restaurant.  Very poor value for money.

We were on the Orient Express/Italian Lakes/QM2cruise. We were not told until we received our tickets that there was no porterage at any of the stations. When we got off the train, we had to drag all our luggage for 20 minutes to the coaches, with no help. Then the coach broke down on the way to the first hotel and we had to stand at the side of the road for almost 2 hours. The young guide was totally out of her depth and didn’t know what to do. All the hotel transfers were disorganised, with us having to drag our cases to and from the hotels and coaches. No Imagine Cruising assistants, only locals who just left us. We should have been warned that this holiday was not suitable for us at our age and only suitable for those fit enough to carry ALL their luggage themselves. It has taken them 3 weeks to reply to us, offering a paltry sum to spend on another holiday with them. Be warned, the adverts look amazing, customer service is not.

I wish I had read the reviews before booking an Emerald Cruise via Imagine Cruising. I specified a direct flight only - when the itinerary arrived split flights outward via Paris and return journey via Amsterdam. It seems Emerald don't offer direct flights to Porto and this should have been made clear before I paid.  It took four frustrating weeks before I finally received a refund.  All the customer support agents need to go on a training course to find out how you deal with complaints and, if possible, come to some sort of mutually acceptable compromise.  Please take care when booking through Imagine.

We wish that we had checked out the reviews on Imagine before we booked the Cruise for our 60th Wedding Anniversary.  Our last Cruise finished in February 2020 with the outbreak of Covid and this was our first venture back to Cruising.  We received an email from TRAVELZOO advertising an all-inclusive luxury British Isles and Northern Europe Cruise with Imagine Cruising.  Within an hour of receiving the email I ‘phoned Imagine Cruising and made a booking – and was advised that the flight back from Copenhagen to Manchester Airport would be extra and yes I agreed and paid the deposit that was on the 9th December 2022.  Christmas came and went.  I was reading the Cruise pages of the Sunday Times Magazine and on 15th January 2023 I noticed the advert for same Cruise we are booked on- it stated “ inbound flight London arrival – regional flights available” ABSOLUTELY no mention of an extra charge for the regional flights.  I had printed off the TRAVELZOO email that I had made the booking from with Imagine Cruising and it states very clearly “FLIGHT BACK FROM DENMARK IS COVERED TOO”  On 24th January I ‘phoned Customer Support at Imagine Cruising as I assumed I had been charged in error for the flights for my husband and I.  I was informed that my query would be passed to the Management team to investigate. To us it was just a mistake and the cost of the flights would be taken off our final invoice.  I have spent the many hours over the past 7 weeks since my first enquiry ‘phoning Imagine Cruising waiting for the ‘phones to be answered, emails explaining everything in details, why it was clear I had been charged in error for the flights back.  Last week I was requested to send a copy of the email from TRAVELZOO which I received on the 9th December and the Sunday Times Mag. of the 15th January both copies we emailed through.  With this information it showed very clearly that both adverts indicate that the flight back was included in the Cruise price. - so we waited to hear that they agreed that the flights were included  This morning I received a ‘phone call from Customer Support to informed us that I was not charged in error Imagine Cruising policy is that only flights back to Heathrow are included but not to regional Airports.  I did point out that this information was not on either of the adverts so why was I charged?  As I said this was our 60th Wedding Anniversary so we felt we would like to cancel this Cruise and give ourselves time to consider our options.  I unfortunately was told should we wish to cancel this Cruise we would be liable for the full price which is in excess of £8,000.00.  Imagine Cruising is without doubt the worst cruise company we have every had the misfortune to book a Cruise with.  Absolutely appalling Customer Care, just appalling.  We ask Imagine Cruising is it too much to ask to be dealt with honesty and integrity? Surely this is not asking too much!

Booked a stay cruise everything went well until we arrived at the airport .our seats hadn’t been booked so we sat apart and also had to pay for hand luggage. I emailed Imagine their reply was we should have checked in ourselves, I explained that we called their office 2 weeks prior to departure and was told just turn up everything is done for you. Their reply was sorry you should have done it yourself. We are due to fly home in A few days and will have to pay extra to sit together and book 1 hand luggage which we wouldn’t have taken if known. Their reply is the same having paid £4000 and upgraded which they booked I would expect to have our seats booked . We didn’t have to book our own cabin hotel and transfers 4 of them so why seats ? Needless to say at this point they haven’t replied to my last email and won’t be using or recommend them !

Never use this company. Was oversold then once got deposit didn’t want to know. If you are fortunate enough to actually contact someone they are experts in just blaming other people. I had a missed call from them. Phoned back to get promised a call back. When I chased this they denied ever calling!!  This is just one example of many. I accused them of maybe not being legitimate yet still no contact. However they have now decided to cancel my holiday as the cruise was not going ahead. The guy who phoned offered a full refund or money off another trip. He let slip that everyone had opted for the refund which speaks volumes to the service other must of had. At least I know why they are called imagine cruising, because now I will need to imagine I’m on one!!  AVOID THIS RABBLE LIKE THE PLAGUE!!!

Extremely poor experience this time with Imagine Cruising. We used them some years ago and they were great.. what on earth has happened? Completely agree with all of the poor reviews.. No effective follow up on worrying queries... still waiting for replies and we're setting off tomorrow!! We explained to sales when booking that we had no information on the ship, we were just joining in on our friends chosen cruise, so were relying on Imagine to help us get what we wanted. We were very clear and requested an open balcony, but got poor information.... leading to an unexpected and extremely disappointing cabin allocation.. Their only response is to try to get us to pay more to upgrade.. we see better rooms available now direct from the cruiseline for less than we paid !.. but the point is.. We weren't sold what we asked for. There are other worrying queries outstanding, but we have no confidence in getting a reply today. We're totally on our own! Not going to use Imagine again.. we'll go direct to cruiselines in future. Not sure how, on their own website and Trustpilot they have a high star rating.. Google reviews are very much in line with our experience.

This company is a shambles to say the best. I booked the holiday of a lifetime costing 23k for my 60th with my family. Once they have your money that's it. They are unhelpful, they have no customer service , lie, don't respond correctly when asked questions. There must have been at least 100 other people with our trips who booked through them who all said the same thing....very poor. I have completed their own survey badly and no one has made any effort to write back to me. DO NOT USE THIS COMPANY THEY DO NOT DESERVE TO BE TRADING

We will never book with imagine cruises again. Disaster from start to finish. We booked before Xmas for a cruise and stay Crete Mitsis. Hotel and Princess cruise, Santorini, Kotor, Sicily, Naples and back to Barcelona. 10 days before the trip I had not received any paperwork, phoned to chase it up, they said they had sent it 3 weeks ago they would try again, still no, I phoned again , then it came by email. The internal flight, from Heraklion to Athens was to be arranged when we booked previously. The paperwork now said we were flying at 6.30 in the morning, pick up from hotel 3.30 am. What!!!   What’s wrong with the 8.30 or 10.30 flight, we can’t board the ship at Athens until lunchtime? What are we going to do then? They didn’t care, they’d done a cheap block booking, take it or leave it. Arrived at start of holiday fly from Gatwick, Imagine had not booked our friends hold luggage for the outward flight but they had for return. Luckily EasyJet customer service waved it through. Arrived at 5 star Mitsis resort and spa hotel in Crete, shown to our Economy! room  friends in standard room . I questioned this before we flew with Imagine, they said don’t worry all the rooms are the same , they are not. We must have had the worst room in the hotel with a 2 foot wide balcony overlooking a concrete flat roof and air conditioning pipes. I complained to the front desk, they pointed out ECONOMY ROOM booked. I pointed out that this was a 5 star hotel and they should not have such a room as this in it, they moved us to a much better room.  Our friends had a room overlooking the back entrance.  Imagine had purchased the cheapest rooms. As a holiday booking agency, what had Imagine done for us? Not much. You don’t get plane tickets, you have to book in yourself and pay extra for your chosen seats. There’s various paperwork to be done before you board the cruise, you have to do all of that yourself . NEVER AGAIN IMAGINE CRUISES.

Just been on a cruise I booked with them. They offered free flights and hotel the night before our cruise, which was a bargain compared to booking direct. However more research should be done on the Ibis hotel in Barcelona. No milk or spoons in room and would not provide when asked at reception and breakfast was utter chaos beyond belief. On a positive the room was lovely and large shame about the other issues

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Reviews, get directions and contact details for Imagine Cruising

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