"Faith in Customer Service Restored"

I had a very bad experience with Imagine Cruising Customer Services but am pleased to say Will at Customer Services reached out to me and I am glad to say all my issues have been resolved apart from delay on connecting flight which Will is looking into. My faith in Customer Service teams has been resolved, however my issues could have been dealt with at the onset. So a HUGE Thanks to Will….

"Excellent customer service …"

Zoe at Imagine Cruising was extremely knowledgeable and friendly. She made booking our holiday very easy.
There was an error on the website and this was amended as soon as I mentioned it.

"Excellent customer service "

First time booking with Imagine & they were excellent. Chris & Tim excelled with their customer service being very efficient, knowledgable & professional & on top of that very friendly.
I had several requests before booking & wanted to change & add to their itinerary & both ensured I got everything I wanted.
We are now very much looking forward to our forthcoming holiday

"As a first time cruising experience I…More tension than relaxation."

As a first time cruising experience I have to congratulate Holland America in terms of navigation, information and remarkable Antarctica and South America experiences. However, I was completely unaware of the extra costs of stepping onto a ship. One has to pay an extortionate amount of money for basics like Wi Fi, excursions, gratuities at 17percent, and drinks. I would have expected Imagine to make me aware of all of this prior to paying a great deal of money. One practically needs a degree in cruising. Added to this my baggage was lost at São Paulo airport and I had to catch a connecting flight to Rio de Janeiro without it.
I rang the Imagine helpline who offered no help, no support, they haven’t even contacted me to find out if I now have it. The Imagine rep suggested I visit a museum to take my mind off of it!! I was so distressed. She did then spend some time on the phone but got nowhere and she needed to get home to beat the traffic.
I spent 3 hours completing Go and British Airways forms myself and eventually my baggage was forwarded to Rio where I collected it just in time to fly onto Iguazzu.
Now having just returned to the UK my luggage has been left in Madrid!! The flight from Santiago into Madrid did not leave enough time to transfer the luggage onto the Heathrow onward flight. I am absolutely furious and once again so distressed. This is not what a holiday is about and I shall not use this company again.
I have been asked to add to this review. I feel my general observation is that Imagine need to ask the customer if they have been on a cruise before. If not there are many issues that need to be made clear. Not all customers will be IT fluent and so a backup source of information that is offered and not sought should be mandatory.
I understand why cash and cards are not used aboard the ship and an account needs to be set up. However, Holland America took £650 from my account immediately I embarked before I had had the opportunity to spend a penny. I didn’t know that would happen, I thought I had been scammed!! As a pensioner with very little income that money is mine and should be in my account until I spend it.
Secondly, I didn’t know I would have to pay hundreds of pounds for the internet. In the end I settled for WhatsApp usage only. That was £250.
I also had no idea that I would be automatically billed 17 dollars a day for gratuities.
I did not go on any trips costing hundreds of pounds each.
I did not use the Spa.
I did not use the casino.
I did not go to special restaurants requiring yet more money.
A glass of simple Shiraz cost nearly £13 dollars.
My point is that Imagine, as cruise specialists, should, automatically ask these questions and provide the information before taking a booking deposit. Some people save and budget very carefully and hidden costs come as a shock.
In future I will take my holidays on land with Mercury holidays. They make it very clear what to expect and hotels provide a lot for no cost.
Imagine have not ever asked me if I was reunited with my luggage! The girl I spoke to had no clue what to do and I can’t believe this has never happened before. A simple concerned message of support would have gone a long way to improving my view.

"Everything was very easy"

I had no problems

"First timer! "

I have never used the company before. Zoe was very welcoming and explained how the company aims to deliver a high standard of service. She went through the trip itinerary in detail.
I'm very confident that we have chosen a good travel company for our Japan trip.

"ZOE WAS VERY KNOWLEDGEABLE ABOUT THE…"

ZOE WAS VERY KNOWLEDGEABLE ABOUT THE ITINERARY

"Friendly"

Friendly, knowledgeable representative.

"Imagine offers inspirational holidays."

Imagine offers inspirational holidays.

"Amy guided me through the entire…"

Amy guided me through the entire booking, coming back on a couple of queries and easing my path.