Planet Cruise Reviews 51

We have booked 2 cruises recently with Planet cruise, 1 coming up in September and the other in January. I can honestly say we have had no problems or issues at all. The only thing we did complain about when we got through to them on the phone, was the length of time waiting in a queue which was nearly 3 hours. Other than that so far so good and will book again with them.

We have not even gone on the cruise yet and I am dreading the whole experience. The customer service is non existent and for the last 3 days I have spent 7 hours on the phone to sort my cruise out. This cruise is one that was cancelled last year due to Covid. We transferred it and expected it to be fine. All paperwork has been sent for last years cruise nothing has been changed i.e. name of ship, cruise date etc.
On receiving our tickets and and guest booklet on 9th July I find two balcony cabins that were booked next to each and confirmed on 22nd January 2022 are now 2 decks apart. I have spoken to Planet/Iglu who say that it is Royal Caribbean and that they have had difficulty contacting Royal Caribbean for a response. I have called Royal Caribbean myself tonight to be told Planet need to make the changes as was advised Sunday 10th July. They are unable to make any changes. Where do I go next?????? Planet even told me as a goodwill gesture Royal Caribbean was offering me $100 good will. I have told them I don't want the goodwill I want two cabins next to each other as booked. It is a first cruise for my daughter and family and as my grandson is disabled we wanted to be next to them. No one is helping resolve this. I will not be cruising with RC again and not booking any future getaways with Planet/Iglu. Feeling nervous about the whole situation.

booked holiday which was easy arrived in New York everything fine until we arrived at hotel to be told hotel closed two years previous that's when things went down hill with Planet cruise that was in March this is July and have had one response to say they would be in touch that was April!! book with someone else not iglu either as they are all one!!!

Only gave 1 star because you can't give zero. Had to cancel our cruise because of the wife's illness. Been waiting for a refund since January Lack off support front customer service, say they will speak to P&O and call back never do. Boked through plantcriuse for years, but will never use again

I booked a cruise and stay in the Caribbean from Barbados but because of covid we decided to change the cruise to a med cruise later in the year. We were expecting a refund pretty quickly but instead we're still waiting in may for a refund in January

AVOID!!!!!!! THEY TELL YOU THEY CAN'T REFUND A BOOKING DUE TO COVID CANCELLATION ... SCAM YOU INTO BOOKING ANOTHER OR YOU LOOSE YOUR MONEY.... THEN DON'T GIVE YOU THE FULL INFORMATION REGARDING CRUISE LINE COVID RULES.... AFTER ASKING CUSTOMER SERVICE OVER AND OVER AGAIN.... WE WERE REFUSED AT CHECK IN FOR NOT HAVING A LATERAL FLOW CERTIFICATE.....SCAMMED OUT OF £2.000 HIGHWAY ROBBERS
00000 STARS IF I COULD

DO NOT EVER BOOK WITH THIS COMPANY THEY ARE HORRENDOUS. MOVED MY MONEY TO SOMEONE ELSES BOOKING WONT DO WHAT I ASKED HAVE PHONED 8 TIMES IN THE SPACE OF 2 WEEKS TO GET MY MONEY BACK ON MY BOKKING AND STILL NOT DONE IT AND STILL WAITING ON A REFUND THEY SAY THEY GOING TO LOOK INTO AND RING YOU BACK NEVER RING BACK WHEN THEY SAY THEY ARE GOING TO. ONE PERSON DAYS THEY WILL.LOOK INTO THE PROBLEM WHEN YOU PHONE BACK AGAIN THEY HAVENT EVEN LOOKED INTO IT WILL NEVER BOOK WITH THIS COMPANY AGAIN

"A NIGHTMARE I STILL HAVE FEAR OF"
THE ABSOLUTE WORSE TRAVEL COMPANY I'VE EVER HAD THE MISFORTUNE OF DEALING WITH. IT TOOK THEM MORE THAN A YEAR TO ANSWER MY ENDLESS FONE CALLS AND THEN ANOTHER YEAR TO GET PART OF MY MONEY BACK AFTER THE CRUISE WAS CANCELLED DUE TO COVID19 RESTRICTIONS. THEY MADE ME SUFFER SO MUCH ANXIETY & FRUSTRATION. A ONE STAR RATING IS FAR TOO GOOD FOR THEM, MINUS 1000 WOULD BE MORE TRUE OF THE WAY THEY CONDUCT BUSINESS.

I often tune into the Planet Cruise programme on Ideal World on a regular basis and came across the perfect holiday in 2019 sailing on one of the NCL ships to Canada and America in 2020. I was so excited by this trip that I paid a deposit of £450 straightaway to secure it. But unfortunately before I could pay off the rest of it, the pandemic happened and it was cancelled, however I was given the option of transferring it to 2021, which I was more than happy to do!

In June this year I received an e-mail to say that yet again the cruise had been cancelled, which was really disappointing, but on this occasion I decided to ask for a refund! In order to get the refund, I had to progress chase on a couple of occasions. I eventually received my refund but minus £50.00. When I asked over a period of 2 months why I was only refunded £400.00, no one could give me an answer as to why they had kept back £50.00.

To cut a long story short, at the time of writing this review, they still have not refunded me the full amount, and each time I called them to try and sort it out, I was basically fobbed off. Therefore as far as I am concern they have effectively, STOLEN MY MONEY! Thank goodness I had not paid the full amount at the time for £3,600. All I can say is don’t book with Norwegian Cruise Liner, Planet Cruise, or Igloo whatever they call themselves, as between them they are a total rip off!

Just think depending on how many passengers were booked on that ship, if they kept £50.00 back from each passenger, then they have made a lot of money without the ship sailing anywhere! So somebody somewhere is gathering a lot of interests on all our money!

These brands as far as I am concern have definitely been damaged, and I would strongly suggest that Ideal World severs their partnership with Planet Cruise as it will also be responsible for damaging their brand, because judging by other reviews no-one trusts Planet Cruise anymore!!!

Actually spoke to a lady called Kelly, and she was so unhelpful and said that waiting 120 days for a refund is much better than waiting for a year if it went through ABTA. Even said if we want to put bad reviews everywhere carry on - this is not how business is done. Shame on you Kelly and shame on Planet Cruise.

Having rebooked a cancelled cruise through Planet Cruise on 12/11/2020 we are still waiting for a refund of £612 which a result of an OVERPAYMENT !! refund due as the cabin rebooked was of a lower price. The rebooked cruise is with the same cruise line.
It is now 165 days and counting. Despite several phone calls and emails which tell me my refund is being dealt with still waiting. Had know this would happen I would have gone for full refund
Planet cruise have has OUR money since 2/9/2019 when we paid in full for cancelled original cruise.
Do not use this company.

Booking ref 942875. My wife and myself booked a Baltic Cruise. The cruise was cancelled by company who went into administration. We submitted claim through ABTA who eventually paid up less the sum of £346.70 which we were told would be paid by Planet Cruise. They agreed we were due this sum but said ABTA should pay! It is close to a year since these funds were paid. I am extremely disappointed by the shocking customer service we have received and will never use them again.

On April 1st 2020 I paid £466 deposit for a Dubai holiday with Planet Cruise. The holiday was cancelled. To date, 5th January 2021 I have not been refunded. I have written many, many emails, given my details for the refund, been told my claim has been escalated but still no refund.
As an older person I should not have this kind of worry in my life.
I would like to say that this holiday was not cancelled because of the Covid pandemic. The P and O ship was sold. Selling a ship is not something that happens overnight and I imagine that when the holiday was booked the plan to sell was already in the pipeline,- just nobody told me.
Let this be a warning to anybody thinking of booking a cruise with Planet Cruise in these uncertain times. I am now going to take this further.
I feel that I have been very badly treated.

Planet Cruise Refund Policy becomes even worse.
Repeatedly told refund would be made between 90-120 days. 125 days now & counting. Customer services told me today “accounts aren’t answering their phones any more”
Shockingly Awful

Most cruise and holiday companies have dealt with refunds not Planet/Iglu ,.We understand the circumstances and realise it could take a little longer but after 17 week of waiting and no further news on a refund it is unacceptable and people need to know what these companies are like. They are still advertising in a big way but have left their customers still waiting for large amounts of money.My advise is book directly with cruise companies.

I have given two stars because this company is very good when arranging your holiday. But now it has cancelled I have been waiting since June for my refund. Have tried to ring but the call cuts off if it is for anything other than a booking and my emails are replied to with "so sorry, we are taking longer than we thought to refund". I just want back what was eagerly taken, nearly £5,000, but what is now dragging on for 6 months without return. Shame on you Planet Cruise. Mrs. Joan Unwin

I am posting this as all my previous comments have disappeared still waiting for my refund from March this company is a joke and all I can say thieves

Thieves! Still not got back my money from a cruise cancelled in May. 167 days £3200, fobbed off god knows how many times with excuses. If you want to lose money go ahead and book. Check out the FACEBOOK IGLU REFUND ACTION GROUP FOR PROOF.

I’ve given 3 stars because we did actually get updates and were acknowledged that we were getting a refund, although it took 5 months we have received it

Do not give this company your hard earned money!
Princess Cruise confirm that planet cruise never made the payment for our cruise that we paid for in March! So they have sat on our money since that date. Our cruise was cancelled about 6 weeks later and here we are 153 days on and Planet Cruise still have our £10K!
Promised we’d have it in 90 days then 120 days, now I don’t even get a reply from.
Absolute shower of a company