Infinity Cruises Reviews 699

We had a linked booking with friends on a recent trip to Japan. The first pick up (of three booked) was fine, efficient and easy. Now the rest is a bit complicated but Celebrity changed their port of departure and the all on board time to 3:30- our pick up was 2:30 and wouldn’t have stood a chance of getting there on time. We requested and earlier pick up time and in fairness they did say they would try to help- they didn’t. We were trying to talk to the agents to change but in the end we couldn’t get them to change so we both ended up taking separate taxis. No issues whatsoever with the cruise it was great.
On disembarking the ship we had been sent many copies of the transfer voucher but nobody turned up for us. Our friends on the linked booking were picked up! I spent 1.5 hours trying to get through various agents in china, Hong Kong etc but in the end I was told by the agent to get a taxi and they would refund me.
I raised a complaint on 11 th April, sent receipts, more emails and was told they were looking into it. In the meantime our friends who weren’t abandoned got their money back within days. I can say 15+ emails, several phone calls later I am still waiting. They are a joke of a customer service department - I only want what I am entitled to through their negligence to keep me informed and no apology at any stage - YET. I have now reported this to ABTA - let’s see how far that gets me!!

Appalling ….abandoned in Dubai after the Middle East war broke out on 28th February, finally having to find my own transport back to UK.
Transport twice failed to meet me from airport and ship
Never will use this company again

Communication, particularly straight after booking was terrible. We sent several emails without getting any response whatsoever. We were not given full details of the arrangements (e.g. hotel name and flight details) until a day or so before the balance was due. We were unhappy with both, but it was too late to get things changed before payment was due. We had been promised by 'Dave' on the phone, before booking, that they would not use Air China and lo and behold, Air China was booked. We had also stated that we wanted a central hotel but an outlying hotel was allocated to us. There were also several other issues, too numerous to mention here. The itinerary they sent us had to be revised several times because of errors e.g. with the dates. We eventually did get things changed and sorted after sending a 'Paid under protest' notification. In the end, the holiday went well, but only because we were persistent. All the chasing up, erratic responses and errors from the company (along with one phone-call where an agent was very rude to me) made for a very stressful experience. I would not recommend this company and would not use them again.

We booked a Singapore to Japan cruise though Infinity with Bobby Dalal the whole experience was 10/10 at every stage. From the the extra nights and destinations we added on to getting us back home when our flights were cancelled because of the war. Well done and thank you.

We feel massively let down by infinity cruises and their travel pack team with what I can only describe as appalling customer service after having our homebound flight from Singapore cancelled due to the Iran situation.at Foha no flights were crossing the airspace so due to time difference of 8 hours we moved to a cheap hotel and waited till we could call for support and assistance in finding alternative flights and accommodation yet the reeponse was poor with little understanding of our needs not once over 5 consecutive days of late night calls as they never called us did anyone ask if we were ok two of our party of. we're carrying injuries and a need to get home for work and family we were assured by various call responders that they were looking into flight alternatives but failed to keep us informed leading to frustration annoyance and anger we were funding everything ourselves throughout our extended delayed stay waiting on a positive outcome especially when we had to chase for further accommodation after our hotel had no room availability infinity do not seem to have heard of booking.com as it took till our last day before they finally booked a single family room got 4 60+ adults to share we were gibsmacked and could not get through repeatedly to them to get 2 rooms and having to use our mobile data but good and drinks with no offers of financial help I’ve never felt the need to complain like this in all our years of travel but this company do not u detained what real customer service is about so be warned if you ever find yourself in trouble outside of your control

Our flights to Singapore via Abu Dhabi were cancelled due to conflict in the Middle East. Not Infinity Cruises’ fault of course but when we contacted them for assistance in re-routing our flights we were promised they were looking into it on our behalf and would get back to us as soon as possible with a proposed alternative. After that they simply went missing and left us in limbo for the next two days. During that period we carried out our own research and discovered that alternative direct flights were available and could have been arranged by Infinity Cruises had they acted in a timely manner which, sadly, they did not do. We lost our cruise with Celebrity as a result of their combined incompetence, indifference and total lack of customer care. Will never use this company again - avoid at all cost.

COMPLETELY UNRESPONSIVE & INEFFICIENT. Our flights were cancelled due to conflict in the Middle East. Despite promising to re-route our party they simply went missing, did not respond to emails or return our calls. As a result we missed our cruise connection in Singapore and our visit to Japan. They promise everything and deliver NOTHING.

Had paid a premium for direct/non stop flights to San Diego which worked fine on the outward, but we're inexplicably cancelled for the return "due to fight cancellations ". However the flight we were booked on, and had reserved seats directly with BA did operate.
We ended up with flights via Seattle, and sn extra 6 or 7 hours on our journey . Dealing with their team to get reimbursement for the extra costs was painful and slow.
Getting compensation required a Court claim.

From the very beginning the communication was non existent which was a worry as I had paid a £900 deposit
On checking in we discovered that instead of flying BA we were now with American Airways and considering the length of the flight the service was diabolical only had one meal an ice cream and a chicken in pastry
There were no transfers included which cost an additional £150
The Graceland hotel was amazing but the New Orleans hotel was absolutely dreadful
It was tatty and tired and the room was small and very cold
The cruise was ok food very American fried stuff but cabins ok and entertainment ok
We had to arrange all our own itinerary which is tricky when your a little older which has made things a bit stressful I am at new Orleans airport 7 hours before my flight as have been disembarked at 10am and my flight is at 6 pm and there is nothing at this airport unless you go through departures which you cannot do until 3 hours before
I would not book with travel pack again I will always use TUI in future even if it’s dearer

Be very careful if you use this Company.
When things go wrong, as they did for my cousin and myself on our supposedly “luxury” land and cruise holiday in South Africa, you will find that Infinity Cruises does NOT have Complaints Prceedures.
You will only be able to get your complaint as far as Customer Services and they will block any complaint.
In our case Customer Services stopped responding once we asked for our complaint to be forwarded to a Complaints Procedure and asked for Senior Personnel to examine our case.
We had been badly let down by the poor quality and complete inappropriateness of the hotels we had been allocated by Infinity Cruise for 7 out of the 10 nights of the land part of our trip.
This severely impacted on the quality and the enjoyment of these important days in our itinerary. The poor hotels, especially the last in Mauritius left us feeling cheated of the sun, sea and san experience we had been promised at the end of our holiday.
I have found it impossible to contact any one at Infinity Cruises so I am now contacting ABTA with our complaint.

Infinity Cruises 1st class again .
After dealing with Mike for some years I was very happy to deal with Justin who has taken over from him. Such a lovely professional man and helped us all the way through our booking experience for our next adventure, he kept in contact at all times and nothing was too much trouble, well done Justin.
From 7 Ladies that like to travel.

Transfer from Hotel to airport did not arrive so booked a taxi from hotel. Requested Infinity Cruises refund taxi fare. This has now been 6 weeks with no meaningful response

I booked a tour of India and Celebrity Cruise Mumbai to Singapore with Infinity Cruises. Bobby D. helped me book the trip whilst I was staying in Australia so he had to cope with time difference etc. I had lots of questions before the holiday and Jacqui in Customer Services very patiently answered questions and helped. The hotels on the Golden Triangle tour were simply fabulous and all transfers were efficient and on time. Cruise Fabulous. I would certainly book with Infinity Cruises again - they made our holiday great 👍- thank you so much

Excellent service from Harish booking our flights for our upcoming cruise.
Have used this company many times and have recommended to friends.
Only thing that I’ve experienced now is that when you email customer services they don’t always get back to you.

Nothing but problems since booking- no response to emails but quickly thanked us for payment- wrong transfer information on confirmation, they are picking us up a day early from hotel in Barcelona for our cruise- still waiting to hear back after at least 6 emails being sent regarding their mistakes
Company was recommended by friends we met on last cruise but not good service so far at this point wouldn't recommend to anyone or use again

We have tried to complain about the hotel following our cruise whilst away and several times since our return. We have been totally ignored. We requested a beachfront hotel due to mobility issues and this was on our booking summary but were put in a hotel a 15 minute walk away. This seriously impacted our stay. Who do we contact to get an answer

Following on from yesterdays review - After being on hold waiting to be put through to assistance for 35 minutes my booking reference - email and telephone number was taken and I was told Justin would telephone me - 30 hours on i'm still sat by the phone - so ive emailed customer services to be told they by auto reply they will get back to me in 3-5 working days or longer if busy - in emergency telephone the numer I had used and am awaiting Justins call - Why didnt I walk into a travel agents to book?

Thank you so much Eric for organising our trip!
We have just come back from our amazing holiday and l just wanted to thank you for organising everything, it all went very well and we are very happy with the service you provided 😊 I have recommended Infinity to several people now and would not hesitate to contact you again in the future. This was a big trip and l was amazed how smoothly all the different aspects of it blended together, including all the transfers and hotels. Thanks once again.

Had a wonderful holiday all went well as planned and organised by Eric at Infinity Cruises.
From the initial booking Eric kept me up to date and ensured that everything was in place and without doubt it did.
I will definitely ask Eric to plan further cruise packages for us.
The flights , transfers and hotels was first class and would recommend Infinity cruises to all my friends and family
We had a great experience hassle free
Many thanks to Eric and his support team making sure everything was organised and in place.10/10

Booked to go on a Caribbean cruise from Miami in Dec 24. Great service received from Justin. He tailored our cruise holiday and tried his best to find solutions to accommodate our requests, providing us with a great package and he was excellent at communicating with us and keeping us up to date with progress. Would highly recommend the pre cruise service received from Justin. Hopefully the holiday and post cruise service will be equally as great! Thanks