"Recent Golden Triangle tour and Cruise"

We recently returned from a wonderful holiday touring the Golden Triangle then a Cruise to Thailand, Vietnam and Hong Kong on the Celebrity Solstice which from start to finish it was fabulous. The guide went over and above to take care of the group of 14 of us, he took us to see fabulous sights, explained everything clearly, timings were perfect, he took care of us and arranged extra trips for us one of which was to the Marigold Hotel where we all took the journey in tuc tucs in the madness of the streets of India. We were sad to say goodbye to him but we were on our way to our next adventure and the cruise which was everything we could have wished. It’s left us with such memories and a group of lovely friends with whom we will stay in touch.

"Excellent service and good advice from…"

Excellent service and good advice from Robert.

"Just got back from an Asia cruise and…"

Just got back from an Asia cruise and India tour. Had a great time but unfortunately our friends we were with couldn’t get on the flight from Mumbai to Delhi as all the seats were gone. How can this happen when the holiday had been booked for a year and we were with a party of about 60 + They did put them on a later flight and then arriving in Delhi there was nobody to meet them. This was very very upsetting to them and us especially as they are in their late seventies. One of the reasons you book a tour is so every thing is in place for you and this sort of thing doesn’t happen

"Very knowledgeable"

Very knowledgeable, helpful and thorough

"Zoe was very good and booked our cruise."

Zoe was very good and booked our cruise.

"Good, but could do better. "

I have recently booked a cruise and stay holiday through Imagine Cruising.
I found the process overall was good and I was assisted with options to make my booking personal.
I did find at times I was unable to progress the booking due to the individual I had been dealing with being out of the office and no other agents available or un informed about my proposed holiday.
Once booked I received my confirmation two days later, which was incorrect, this has been corrected through customer services and re-issued within a day.
Overall my experience was good, but could have been better.

"The Good and .......and the not so Good"

I really wanted to give Imagine Cruising a better score than 3 because there were many aspects to our holiday overall, along with the package of the itinerary arrangements, which were truly exceptional. However, along with those came another part where their attention to customer satisfaction is not so good at all. This was in areas of inconsistency and ambiguous communication, which, from a service standpoint needs serious improvement especially in employing a better level of attention to detail. Sadly, it was this part that left us with some misgivings about our experience of having used Imagine at all. As our holiday progressed, this contributed to a growing anxiety and concern while travelling between destinations.
There were several lows but also exceptional highs so I want to describe the experience as objectively as possible so that anyone considering using Imagine Cruising can get a balanced view. It's not all bad.
However, a not so good start was our receipt of the written itinerary confirming various holiday travel and transfer arrangements. This was sent by email along with associated papers.
The first item on flight information provided no guidance about which airport terminals at Heathrow. It was a BA flight but operated by Qatar Airways. The reference quoted was a BA flight number and BA booking reference but the reference did not open the check in process. BA's own timetable quoted a T5 departure. Qatar Airways operates out of T4 and using the references check in process was possible. An email check for clarification to customer services confirmed all this, so why not just include this relevant information in the itinerary in the first place?

Our next experience was a high as we entered our fabulous suite at the Grand Harbour in Kowloon. Superb accommodation and well pleased. Regrettably this experience didn't last as our itinerary simply stated our transfer was collection by the Imagine representative to Hong Kong port for our cruise. No detail nor anything advised about HOW or indeed WHO was our contact there. By chance I came across an "Imagine Hospitality Desk" tucked away in the corner of the hotel foyer as we were checking out. No-one had told us about it and amongst a sea of suitcases for other customers (plus a local wedding party) people were vying for lifts to the port through various agencies. I caught a fleeting glimpse of a guy in an Imagine T shirt running around frantically appearing to muster something or other, but we, along with other Imagine customers, looked at each other bemused. By luck more than organisation we all formed a queue for a shuttle bus service which then arrived! Phew!!
Again, what stops Imagine Cruising givings proper briefing notes delivered to each hotel rooms as a welcome letter in advance of embarkation?
Our next period on board ship passed quietly with the aid of the Celebrity Cruise App, and when we disembarked in Singapore the Imagine Cruising assistance at both the port and hotel was extremely efficient. Along with that, too, we enjoyed a remarkable night arranged in Raffles with Katherine Jenkins where the organisation from the local Imagine Team was first rate.
Regrettably, out of Singapore communications once more broke down so organisation for the last part of our itinerary was once again called into question. This time our personal anxiety levels were raised because of the nature of the problems.
There had been little in the itinerary to brief us about flight times into the Maldives from Singapore along with time changes going west, merely a passing reference to a midnight transfer, but did that transfer relate to our arrival at the resort or to the final transfer at the end of our holiday? We were left to wonder and in order to counteract that question I had previously emailed customer services prior to leaving Singapore. Added to our complication was a reference to BA flights back to London one day earlier than our resort booking. BA flights on itinerary were booked for 12th February, resort accommodation until 13th and airport transfers accordingly, which were correct.
customer services had replied stating the problem was a "typo", but, which way round? Flight or resort? I asked for further clarity but advised to resolve it directly with the resort. When trying they were as confused as me!
Consequently I contacted Imagine's Emergency Telephone for confirmation. Finally it was sorted but not before a further need to chase for email confirmation once again.
How I want to believe in Imagine Cruising. The Maldives location was stunning and the whole holiday combination too, but boy, do these people need to improve their customer service communications and provide greater consistency in their approach to customer concerns.

"Clear communication"

Clear communication

"The worst holiday I have ever been on…"

The worst holiday I have ever been on !!
Overcrowed, long coach trips with out stops (told to use a diapper) Money Grapping, no first aid and the list goes on and on. Still waiting a response from Imagine - They could not careless - they was I they will look in to the mater !!! I have reported them to ATOL and I am considering Legal Action (along with others from the Tour)

"Helpful and clear guidance from Joe not…"

Helpful and clear guidance from Joe not pushy at all. We like Imagine second tour cruise booked