Imagine Cruising Australia Reviews 2,794

Reply from Imagine Cruising Australia

May 22, 2024

Dear Judy,

Thank you for your fantastic five-star review. We are delighted to hear about your positive experience with Jacqui. It's wonderful to know she exceeded your expectations and provided insightful suggestions for your upcoming trip.

Your kind words will certainly be shared with Jacqui. We look forward to assisting you further and making your journey next year truly memorable.

Warmest regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

May 15, 2024

Dear Karen,

Thank you for sharing your feedback regarding your recent cruise experience aboard the Azamara Journey from Fremantle to Hong Kong. We truly value your insights as they help us continuously enhance our services for our discerning guests.

We sincerely apologise for the inconveniences you encountered during your journey, particularly with the Batik Air flights. It is regrettable to learn about the delays and the lack of food provided during your flights. Please be assured that we take your feedback seriously, and we have ceased using Batik Air for flight departures. Ensuring the comfort and satisfaction of our guests is paramount, and we are committed to providing seamless travel experiences.

Your comments about the brief overnight stay in Hong Kong have also been noted, and we will review our itinerary to ensure sufficient time for exploration and relaxation in future voyages.

We understand your disappointment regarding the perceived lack of action or compensation despite your concerns being raised. Please know that we do take all feedback into consideration, and while immediate action may not always be apparent, we continuously strive to improve our services based on our guests' input.

We are pleased to hear that overall, you found your cruise experience to be good and great value. We hope that despite the challenges, you were able to enjoy the exceptional offerings and experiences aboard the Azamara Journey.

Thank you once again for your valuable feedback, Karen. We hope to have the opportunity to welcome you aboard again in the future, where we can provide you with an even more memorable and seamless voyage.

Warm regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

May 2, 2024

Dear Jim,

Thank you ever so much for taking the time to share your experience with Imagine Holidays. It's delightful to hear that your journey with us has been off to a splendid start.

We truly appreciate your patience and understanding regarding any initial misunderstandings, and we're thrilled to hear that everything has been smoothing out as we approach your holiday in October 2024. It's our utmost priority to ensure that each step of your booking process is seamless and stress-free, so we're delighted to hear that your upgrade to premium economy and seat reservations went smoothly.

Your comfort and convenience are of paramount importance to us, which is why we were more than happy to accommodate your preferences for shorter flights and arrange an overnight stay in Singapore en route to Tokyo. We're pleased to know that this arrangement met your needs without any hassle.

As October draws nearer, we're here to assist with any further arrangements or inquiries you may have. Your feedback and ongoing support mean the world to us, and we eagerly await the opportunity to continue exceeding your expectations.

Thank you once again for choosing Imagine Holidays, Jim. We're honoured to be a part of your travel plans, and we look forward to making your upcoming holiday an unforgettable experience.

Warm regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

Apr 21, 2024

Dear Lorraine,

Thank you immensely for your glowing review! We're thrilled to hear that our team, especially Jacqui, could provide you with such excellent advice and assistance. It's always our aim to ensure our guests make the most of their time, whether it's on board one of our cruises or exploring a new destination.

We're delighted that our recommendation of the Hop-on Hop-off service helped you optimize your sightseeing experience and make the most of your time after disembarking. It's fantastic to know that you found the solution to be so effective and convenient.

Your kind words truly motivate us to continue delivering exceptional service and tailored recommendations to all our guests. We're eagerly awaiting the opportunity to welcome you on board again in the future for more unforgettable experiences.

Warm regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

Updated Apr 8, 2024

Dear Annette,

Wow! Thank you so much for sharing your delightful experience of your recent cruise onboard Queen Victoria from Sydney to Singapore. We are absolutely thrilled to hear that you had such a fantastic time and that you found our team and services to be exceptional.

Your kind words mean the world to us, and we're elated to know that you found our deal fabulous and our sales/support team efficient, patient, and easy to communicate with. It brings us immense joy to hear that Josh went above and beyond to address your questions and requests with willingness and patience. We will definitely pass on your gratitude to him!

We are equally delighted to hear about Emer's fabulous and tenacious efforts in organizing your next Cunard cruise during cherry blossom time in Japan next March. Emer's dedication to ensuring a seamless experience for our clients truly shines through, and we're so glad she could seal the deal for you even while being in Perth with a three-hour time difference!

Furthermore, we're thrilled to hear about Jacqui's observant and diligent attention to fine-tuning personal details on your file and that of your traveling companion. It's always our aim to ensure every aspect of your journey is personalized and tailored to your preferences, and it's wonderful to hear that Jacqui's efforts were appreciated.

Your triple Bravo is music to our ears! At Imagine Holidays, we take great pride in providing competitive deals and outstanding service delivered by our knowledgeable and dedicated staff. Your words of praise motivate us to continue delivering excellence and exceeding your expectations.

Thank you once again for choosing Imagine Holidays and for taking the time to share your glowing feedback. We can't wait to welcome you aboard your next adventure and continue creating unforgettable memories together!

Kind Regards
Josh
Customer Support

Reply from Imagine Cruising Australia

Apr 3, 2024

Dear Rhonda,

Thank you for your review.

I understand that your feedback was escalated to our management team who spoke with you about these concerns last December.

Again, I wish to assure you at the time in which you booked; you were provided with the best available pricing that we had available for that package. Since the time of your booking, there was a price change of the package offering to the market. This was enacted as the supplier extended a promotion where they provided a free upgrade on inside cabins. This promotion was only applicable to new bookings and could not be retroactively applied to bookings which had already been made. We understand the timing is not great in your circumstances, but this does not take away from the fact you were provided the best price available.

I am sorry to hear that you feel you are not a valued customer. I can assure you we absolutely do value all of our passengers and always thrive to answer any phone calls or emails in a timely manner. I understand that you just recently spoke with one of my colleagues who is currently assisting you with your flight enquiry and I am sorry to hear it has taken a little bit longer that expected to process your request.

We have a dedicated customer service team who answer all inbound phone calls and emails in a timely manner. If ever you require any further support, please don't hesitate to call us on 0735589874 or email us at customersupport@imagineholidays.com.au

Warm regards,
Sara
Customer Support Executive

Reply from Imagine Cruising Australia

Mar 11, 2024

Dear Graeme,

Thank you for taking the time to share your positive experience with Imagine Holidays. We are delighted to hear that our dedicated team, including Lauren and Daniel, has provided you with excellent assistance.

Your kind words are truly appreciated, and we are thrilled to know that our team's commitment to helpfulness and prompt responses has contributed to your satisfaction.

As your holiday approaches on the 20th of March, please feel free to reach out if you have any further queries or require additional information. We look forward to ensuring that your upcoming journey with Imagine Holidays exceeds your expectations.

Wishing you a delightful and memorable holiday experience.

Warm regards,

Sara
Customer Support Executive
Imagine Holidays

Reply from Imagine Cruising Australia

Feb 23, 2024

Dear Liz,

Thank you for sharing your feedback with us. I can assure you that we have received it and our specialist Customer Relations team, led by Alex, will be in touch to discuss your concerns. We apologize for the challenges you faced during your trip and appreciate your insights. Your feedback is invaluable in helping us improve our services. Please accept our sincere apologies for any inconvenience caused. We are committed to addressing your concerns and enhancing our offerings for future guests.

Warm regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

Feb 19, 2024

Dear Heather,

Thank you very much for taking the time to share your feedback with us. We're thrilled to hear that Katelyn provided excellent assistance during your recent phone call. Ensuring our guests' concerns are addressed promptly and effectively is always our priority, and we're glad to hear that Katelyn was able to sort out your issues.

Moreover, we're delighted to hear that your recent holiday to South Africa, including the Rovos Rail and Azamara Pursuit cruise from Capetown, went seamlessly. It's wonderful to know that you had a fantastic experience overall.

However, we are truly sorry to learn about the unfortunate experience with gastro on the ship. We understand how concerning and disappointing this must have been for you. Please rest assured that we take matters like this very seriously, and we are currently looking into the situation with the utmost urgency.

Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention. We will work closely with Azamara to ensure that such incidents are addressed promptly and that our guests are well-informed in the future.

Thank you once again for choosing Imagine Holidays. We sincerely hope to have the opportunity to welcome you back on another unforgettable journey soon.

Warm regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

Feb 18, 2024

Dear Bev,

Thank you immensely for taking the time to share your exceptional experience with us! We sincerely appreciate your kind words and are thrilled to have been able to assist you during what sounds like a challenging situation with your return flights from Singapore.

We understand how frustrating flight changes can be, especially when it affects your travel plans. We're delighted that Tom was able to secure alternative flights with Qantas for you, providing a much-needed solution to your predicament.

At Imagine Holidays, we always strive to go above and beyond for our guests, and it's heartening to hear that we were able to accommodate your changing travel dates by providing additional nights in Singapore at our expense. Your comfort and peace of mind are paramount to us, and we're glad that our efforts helped alleviate some of the stress associated with the flight changes.

Rest assured, absorbing any additional costs to ensure your satisfaction is a small price to pay for the level of service and care we aim to provide to our guests.

Thank you once again for your glowing recommendation of Imagine Holidays. We look forward to the opportunity to assist you with your future travel plans, ensuring they are smooth and hassle-free from start to finish.

Warm regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

Jan 23, 2024

Dear Michele,

Thank you for taking the time to share your feedback on your recent 2023 Northern Lights & Christmas Markets Tour. We appreciate your insights and are delighted to hear that your stay on board the river cruise Emerald Sun was excellent.

We understand your observations regarding the Hurtigruten cruise ship, which functions as a working, expedition vessel rather than a traditional ocean liner. Your point about the difference in amenities and luxury is well noted, and we will certainly consider this aspect in our future communications about this particular cruise.

We regret to hear that the wait for additional passengers and the overnight anchoring didn't meet your expectations. Your feedback on the lunchtime food and cabin suitability is also valuable, and we will review these aspects to enhance the overall experience for our guests.

Regarding your suggestion to limit the route from Bergen to Kirkenes and potentially fly to another country from Kirkenes, we appreciate your perspective. We will take this into consideration for future itineraries to provide a more tailored and enjoyable experience for our passengers.

I would also like to confirm for you that your feedback regarding the operation and suitability of your cruises has been passed onto Hurtigruten and Scenic Cruises (the operators of the Emerald Sun) as information regarding their services. If you would like to do so, I would also recommend reaching out to the cruise lines directly to pass on your feedback.

Thank you again for sharing your thoughts, Michele. We truly value your feedback as it helps us strive for continuous improvement. If you have any further comments or concerns, please feel free to reach out.

Kind regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

Jan 18, 2024

Good Afternoon Melissa,

Thank you for taking the time to leave us your feedback and for speaking with me earlier this week. I am very sorry to hear that our response and efforts to your concerns are something that you did not feel were suitable, and I can reassure you that we have done everything we can to provide you with the best possible holiday experience.

The flight times that you are referring to are well above the minimum guidelines assigned by Singapore Airlines, and the only action you will need to take during the 70 minutes between your flights is to walk from one gate to another. Your flights are booked as a connecting flight and if there is a delay or issue with your first flight, Singapore Airlines will not leave without you or providing alternative options.

As we discussed earlier this week I look forward to hearing from you with how you would like to proceed with the alternative options we provided. If there is anything further I can assist you with, please don't hesitate to let me know.

Kindest Regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

Dec 28, 2023

Good Morning Peter,

While I do apologise for the delay in getting back to you regarding your pricing enquiry, the information you quoted in your review of our service is not correct.

As we discussed earlier this week, at the time of booking your holiday, you were advised that the previous week there had been an increase in the cost of the holiday package. Due to the variable nature of the travel industry, the pricing often fluctuates and is subject to change. This was confirmed with yourself well before your booking was completed, and accepted by yourself at that time.

We have multiple departures of our holiday packages, and the price you are referring to in our newspaper advertisements is a 'from' price for a different departure date than what you booked. As I am sure you can appreciate there are variations in the costs of things such as flights depending on when you are travelling, which is why we quote different holiday package costs based on departure dates. There is a 'Terms and Conditions' section included in every print advertisement that we run, which confirms for you which departure date the prices are related to as well as any other relevant information.

At no time were you overcharged or not aware of the total cost of your holiday booking, as I have confirmed with you multiple times and as per the call recordings I have also provided you with.

While I can certainly understand wanting to be thorough and not taken advantage of - I would have followed up the same way were I in your position! - I would appreciate it if you could amend or remove your review as what you have described is not correct or accurate.

If you have any further questions or clarification I can provide you with, please just let me know and I will assist you as best I can.

Kind Regards,

Harrison
Senior Customer Service Executive

Reply from Imagine Cruising Australia

Dec 11, 2023

Dear Pam,

Thank you for taking the time to reach out to us and for your time on the phone last week, and I would like to extend my sincerest apologies for the less-than-ideal experience you encountered during your recent trip to Sri Lanka and the Maldives with Imagine Holidays. We appreciate your feedback and take your concerns very seriously.

Firstly, I want to assure you that the allocation of separate hotels for the group was solely based on availability and not in any way related to the marital status of the guests. We regret any inconvenience this may have caused and understand the importance of group cohesion during travel.

I am genuinely sorry to hear about the subpar accommodation and the challenges you faced at OBLUX/Experience in the Maldives. Please know that your feedback has been forwarded to our Operations team for a thorough investigation. We are committed to addressing these issues to ensure they are rectified for future travelers.

To express our sincere apologies for the inconvenience you experienced, and as we previously discussed, I have issued you with a $500 voucher, which I hope you can use towards your future travels with Imagine Holidays. We value your patronage and hope to have the opportunity to provide you with an exceptional travel experience in the future.

Thank you for bringing these matters to our attention. We are dedicated to continually improving our services, and your feedback is invaluable in helping us achieve this goal.

Looking forward to serving you better in the future.

Warm regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

Dec 6, 2023

Dear Susan and Carl,

Thank you for taking the time to share your delightful feedback with us! We are thrilled to hear about your seamless journey with Imagine Holidays, from the ship disembarkation in Melbourne to the city tour and all the way to the airport.

It warms our hearts to know that our team's assistance from the bus to check-in contributed to a quick and easy process, ensuring a hassle-free experience for you both. We take pride in delivering a service that is not only efficient but also friendly and professional.

Your kind words truly inspire us, and we appreciate you choosing Imagine Holidays for your travel experience. Wishing you both a Merry Christmas and a Happy New Year filled with more extraordinary adventures!

Warm regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

Dec 5, 2023

Dear Gopalasamy,

Thank you for taking the time to share your exceptional experience with us. We are delighted to hear that Mitchell provided you with outstanding service, promptly addressing your queries with politeness and thoroughness. It's our commitment to ensure our guests receive the highest level of satisfaction, and we're thrilled to know we met your expectations.

We appreciate your kind words and value your feedback. If you have any more questions or if there's anything else we can assist you with, please don't hesitate to reach out. We look forward to the pleasure of crafting more memorable experiences for you in the future.

Wishing you wonderful travels and unforgettable holidays!

Best regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

Nov 30, 2023

Dear Sandy and Terry,

Thank you for taking the time to share your incredible experience with Michael at Imagine Holidays. We are truly touched by your kind words and thrilled to hear that Michael's assistance made a positive impact on your Middle East cruise and India holiday, despite the unexpected challenges you faced.

Michael exemplifies the commitment we have towards providing exceptional service, and we are delighted to have him on our team. It warms our hearts to know that he was able to navigate the complexities of your situation with compassion and efficiency.

We understand that unexpected circumstances can be stressful, and we are grateful for your understanding and trust in us during this time. Michael will certainly receive the recognition he deserves for going above and beyond to ensure your well-being and comfort.

If there's anything else we can do for you or if you have further questions, please don't hesitate to reach out. Wishing you both all the best, and we look forward to assisting you in planning future travel experiences.

Kind regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

Nov 30, 2023

Dear Sue,

Thank you for gracing us with your kind words and a stellar five-star review. We are delighted to hear that Katelyn's exceptional service left such a positive impression on you. Katelyn truly embodies the high standards of Imagine Holidays, and it warms our hearts to know that she made your experience delightful.

As you eagerly countdown the days until your dream holiday, rest assured that we are here to assist with anything you may need along the way. Your 70th birthday celebration is a milestone deserving of the utmost perfection, and we are committed to ensuring that your journey with Imagine Holidays exceeds all expectations.

Should you have any questions or require further assistance in the lead-up to your special trip, please do not hesitate to reach out. We're here to make every aspect of your journey as memorable as the destination itself.

Wishing you a fantastic countdown and looking forward to being a part of your extraordinary 70th birthday celebration.

Best Regards,

Harrison
Senior Customer Support Executive

Reply from Imagine Cruising Australia

Nov 22, 2023

Dear Janette

Thank you for taking the time to share your positive experience with Imagine Holidays! We're delighted to hear that both of your recent email queries were promptly addressed, and you received the information you needed.

Providing timely and helpful responses to our customers is a top priority for us, and we're thrilled to know that we met your expectations. If there's anything else you require or if you have more questions in the future, please don't hesitate to reach out. We're here to make your travel experience as smooth and enjoyable as possible.

Your feedback is incredibly valuable to us, and it motivates our team to continue delivering excellent service. We appreciate your trust in Imagine Holidays, and we look forward to assisting you with any future travel plans.

Safe travels, and thank you once again for choosing Imagine Holidays!

Kind Regards
Josh
Customer Support

Reply from Imagine Cruising Australia

Nov 12, 2023

Dear Robin,

Thank you for taking the time to share your glowing feedback with us! We're thrilled to hear that Mitchell provided you with a swift and personalised response to your inquiry regarding your Princess cruise.

Mitchell takes great pride in going above and beyond to assist our passengers, and it's wonderful to know that his dedication has made a positive impact on your experience with Imagine Holidays. Your appreciation means a lot to us.

If you have any more questions or if there's anything else we can assist you with, please don't hesitate to reach out. We're here to ensure that your journey with Imagine Holidays is nothing short of exceptional.

Wishing you smooth seas and unforgettable moments on your upcoming Princess cruise!

Best regards,

Harrison
Senior Customer Support Executive