Planet Cruise Reviews 51

Despite trying all I can to obtain my refund from this terrible and uncaring Company the Director's and Senior Manger's continue to arrogantly ignore me. So after 142 days I am left with no choice but to take it to the Small Claims Court.
Please, please if you are thinking of using this Company, think again they have no respect for their Customers and will keep your money if things go wrong!!!!

162 days and still no refund. No one from Planet Cruise is able or refusing to tell me where I am in the refund list. I've been waiting for over a week for the customer care manager to get a response from the account department. Planet cruise obviously work in silos. I cannot understand why departments are not communicating with one another. No one is able to tell me how they are implementing the refund process. I'm sorry to say this company is presenting as shambolic. The only emails I get are generalised that DO NOT answer any questions posed. All I can say is be extremely wary of giving any money to Planet Cruise. Disgraceful

Despite you having my cruise refund money, still no refund for the cruise sailing 17th March. Sadly also a second cruise now cancelled and know what a battle I'm in for due to your greed!! Worse if all, we have another cruise booked with you next April and still paying each month faithfully! Never ever will I cruise with you/iglu again.

So I get an email from trust pilot asking if I will share additional information with Planet cruise, booking ref etc. Immediately provided by me. They send a generic email not even to my email address, but to my husbands who has had zero contact with them whatsoever... Why to him when I am lead passenger and the onky email correspondence in our records? Yes I know why to avoid.... Email is apologising, blaming the pandemic, unable to confirm when I will get our refund but we are priority, blah blah bulls**t. I immediately reply as my husband forwarded the email to me. I made our views abundantly clear and will do everything within my peer now to ensure this company are fully exposed. Never ever will I book another cruise with this abysmal company. Anyone associated with this scandalous behaviour are as bad.
179 days still nothing!!!

Iglu you are the worst organisation ever!
You are destroying the lives of people and impacting on peoples health!
Continued false promises!
You were on ITV yesterday and Wimbledon press I am sure they would love to hear our story!

Just AVOID this company, worst customer service I’ve ever encountered - keep telling you that you have been prioritised for a refund then this just turns out to be another lie.
So another bad review hopefully so unsuspecting people don’t taken for a ride like a lot of us have.
130 days + waiting still no refund
Booking 926918

My Aunt and Uncle were due to cruise with P&O in March 2020. Their cruise which was booked through Planet (owned by Iglu) was cancelled on March 11th 2020. Still no refund after 175 days. Today I have signed the Which petition and enlisted the help of their MP to try to get their refund processed. DO NOT BOOK A HOLIDAY THROUGH IGLU.

Still waiting for cancelled cruise refund after 135 days! What is particularly appalling is IGLU/Planet Cruise's refusal to commit to a refund date. This company must be acting in breach of it's travel agency licence - if not, there is a clear case for stronger regulation of such intermediaries given that they are handling significant amounts of customer funds.

Planet Cruise should be avoided at all costs as we have had a terrible experience and we have not even left home for our cruise!
It all started with the cancellation of our Easy Jet flight and has went down hill from there. We only found out about the cancellation when trying to check in, not sure when Planet Cruise would have told us. Emirates flight not released until we pushed them. Eventually had to contact MSC Cruises to ask them to send our cruise tickets to Planet Cruise as they had not requested them. This was less than 10 days before we depart. Had to rearrange the trains ourselves and the list goes on. When you do get through to customer services [ waiting time easily more than 40 mins] the people do not appear to really understand what they are doing. They will say people are sick or are trainees with minimal support. I requested to speak to Management however you have to wait up to 48 hours to get a call back. 60 hours have past and still waiting... We have paid Planet Cruise in excess of 16,000 pounds for a terrible service. Beware!
PS If you press option 1 on their phone line for sales it is answered in approx. 3 minutes!