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Reviews

4.3

399 reviews
5
(271)
4
(62)
3
(11)
2
(16)
1
(39)
  • Transparency
    4.2 (295)
  • Customer Service
    4.4 (324)
  • Trip Completed Yes (64) · No (291)
  • Ease of Booking
    4.5 (322)
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Alan Coey

Alan CoeyQueensland

Best of a Bad Situation

published

Unfortunately we encountered Carona Virus and everything went Pear Shaped but Imagine Cruising sorted it out and we have been repatriated to our home. Imagine Cruising have been very professional in the handling of our situation and we hold them in very high regard. Alan and Donna Coey

Transparency
Customer Service
Ease of Booking
Trip Completed Yes
Booking Type Cruise
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1 comment
Imagine Cruising
Katelyn T.Imagine Cruising
Sandra F.

Sandra F.Perth, WA

Not Impressed With Customer Service

published
Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation and Cruise
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1 comment
Imagine Cruising
Katelyn T.Imagine Cruising
Ron Cochrane

Ron CochraneGreater Melbourne (Outer), VIC

Image cruising was with us all the way through the world shut down

published

No extra fees from imagine cruising but a lot of hidden fees from the cruise line ( Costa). We were pleased at the level of communication from imagine cruising during the covid-19 shutdown even when there wasn’t much to report it was good to know we had been forgotten or abandoned, but disappointed we weren’t able to visit the places originally scheduled. It was great to see imagine taking the initiative when delays in flights home seemed be dragging on. Can’t thank imagine enough for getting us back home.

Transparency
Customer Service
Ease of Booking
Trip Completed Yes
Booking Type Accommodation, Cruise and Flights
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1 comment
Imagine Cruising
Katelyn T.Imagine Cruising
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Megan

MeganMetropolitan Adelaide, SA

I’d give Zero if possible

published
Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Cruise and Flights
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1 comment
Imagine Cruising
Katelyn T.Imagine Cruising
Hans

HansNortheast, VIC

Incredible support during the corona virus shutdown

published
Transparency
Customer Service
Ease of Booking
Trip Completed Yes
Booking Type Accommodation, Cruise and Flights
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1 comment
Imagine Cruising
Katelyn T.Imagine Cruising
Peter

PeterSydney, NSW

  • 4 reviews

Amazing service from Imagine Cruises during a time of crisis

published

Absolutely amazing service during the Coronavirus crisis. Imagine kept in touch and arranged my flight back to Australia after a long sea voyage, without ports, from Fremantle to Southampton. Their staff treated me as a person, not as a number. I’ll be booking with them again as soon as the crisis is over. I can’t thank them enough.

Transparency
Customer Service
Ease of Booking
Trip Completed Yes
Booking Type Accommodation, Cruise and Flights
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1 comment
Imagine Cruising
Katelyn T.Imagine Cruising
Ann

AnnSouth East Queensland, QLD

  • 3 reviews

Customer Support is Non Existent

published
Transparency
Customer Service
Ease of Booking
Trip Completed No
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8 comments
Imagine Cruising
Katelyn T.Imagine Cruising
Ann
Ann

Booking Reference is IMA 07710. Email would be welcome !

Ann
Ann

Shameful Conduct

published
Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation, Cruise and Flights
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3 comments
Imagine Cruising
Katelyn T.Imagine Cruising
Disappointed
Disappointed
Imagine Cruising
Katelyn T.Imagine Cruising
J. Arnull

J. ArnullSydney, NSW

The Ghan, a trip of a lifetime.

published

I booked a trip that included Darwin and the Ghan to Adelaide. No additional fees were incurred. Fantastic experience. The trips I took in Darwin, Lichfield Park and the Jumping Crocodiles, were great. My only suggestion is perhaps Imagine could tell clients to take closed in walking shoes and swimming clothes. I managed in my Birkenstocks but missed out in a swim at the falls. Imagine made the booking experience very pleasant and as I had to adjust my trip at the end because of the Coronaviris scare this was as simple as a phone call.

Transparency
Customer Service
Ease of Booking
Trip Completed Yes
Booking Type Accommodation, Flights and Tour
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1 comment
Imagine Cruising
Katelyn T.Imagine Cruising
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Rogers

RogersPerth, WA

Keeping me informed

published
Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Cruise
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3 comments
Imagine Cruising
Katelyn T.Imagine Cruising
Rogers
Rogers
Imagine Cruising
Katelyn T.Imagine Cruising
Jenniwren

JenniwrenPerth, WA

Imagine Cruising Staff

published

We have been very impressed with the staff at Imagine Cruising. It first started with Leyla as she helped book us on the amazing Silversea Silver Spirit cruise end of February, she was always there at the end of the line and when she wasn't able to be she had supportive staff. When our cruise became a cruise to nowhere due to ports closing down, Ed on the ship was wonderful and supported us in any way he could. Once we got back on Australian soil Becky has been our back up, Always professional with a great friendly touch. A resounding thank you for all the excellent staff at Imagine cruising who are doing it so tough.. Our thoughts are with you.

Transparency
Customer Service
Ease of Booking
Trip Completed Yes
Booking Type Accommodation, Cruise and Flights
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2 comments
Imagine Cruising
Katelyn T.Imagine Cruising
Imagine Cruising
Katelyn T.Imagine Cruising

Smooth process of refund

published

We were surprised how professional everyone at the imagine team were in resolving this unfortunate situation. Thanks to all and we hope we can travel with you guy's again sooner rather than later as we have enjoyed our previous travels with imagine. Kind Regards Peter and Robyn Baker

Customer Service
Ease of Booking
Trip Completed No
Booking Type Tour
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2 comments
Imagine Cruising
Katelyn T.Imagine Cruising
Happy Traveler
Happy Traveler

Pleasure!!

Costa Mediterranea

published

It would be interesting to know how many travelers are not happy with the response and refunds/ credits offered for the costa Mediterranea through cruise cafe/imagine cruising, Mauritius to Venice. Vanessa has been replying to my emails but looking at the responses she is giving I now realise the responses are generic in there content.

Transparency
Customer Service
Ease of Booking
Trip Completed Yes
Booking Type Cruise
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1 comment
Imagine Cruising
Katelyn T.Imagine Cruising

The holiday from HELL.

published

All we got from Imagine cruising and Costa was lie after lie. They knew days before we left home that the cruise was cancelled ( It had no where to go ) Yet right up until we embarked the ship they told us we were still going. Now they are offering vouchers not cash. I did not pay with a voucher so why would I except a voucher. Besides I never want to see a Costa ship again.

Transparency
Customer Service
Ease of Booking
Trip Completed Yes
Booking Type Accommodation, Cruise and Flights
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1 comment
Imagine Cruising
Katelyn T.Imagine Cruising
Keith and Michele

Keith and MicheleThe Mallee, VIC

  • Verified customer

Fantastic experience despite the world going crazy around us

published
Transparency
Customer Service
Ease of Booking
Trip Completed Yes
Booking Type Accommodation, Flights and Tour
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1 comment
Imagine Cruising
Katelyn T.Imagine Cruising

Hi Keith and Michele!
Thank you so much for your feedback, I'm glad you enjoyed your trip and hope you have a safe flight home! It was a pleasure assisting you both throughout the holiday.
- Shannen

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Very impressed

published

We cannot speak highly enough of the efforts made by Imagine Cruising to get us back home after the unfortunate cancellation of our cruise. The Sydney staff were just amazing under very trying circumstances for them all in these uncertain times.

Transparency
Customer Service
Trip Completed Yes
Booking Type Accommodation, Flights and Tour
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1 comment
Imagine Cruising
Katelyn T.Imagine Cruising

Non existent support and communication

published

Booked cruise on the Costa Mediterranea for Mauritius to Venice. We cancelled just before boarding after 3 days in Mauritius due to advice re covid 19 etc. E-mailed them twice for help but no response. In the end booked our own flights home. Received 2 replies to my email a week later at home! No refund referring us to Costa for a credit at the most. (Worth half the cost of the trip) not happy at all.

Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Cruise
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3 comments
Imagine Cruising
Katelyn T.Imagine Cruising
Keag
Keag

I have been in touch with Katelyn but haven't had a reply to my last email. We would like a full refund which is what you people offered in a general to all passengers on 14th Mar check. Our ref is HPL03916
Ken and Agnes

Imagine Cruising
Katelyn T.Imagine Cruising
Christine F

Christine FGreater Melbourne (Outer), VIC

Deferment of April 2020 Italian Lakes tour

published

Getting information & action about the scheduled April 2020 tour of the Italian Lakes was a bit ‘rocky ‘ at the start, but I found once I made contact by email, staff were quick to respond and a satisfactory resolution has now been reached to defer this to 2021. Cameron & Katelyn were both v. professional. I did not incur any additional or unexpected fees.

Trip Completed No
1 comment
Imagine Cruising
Katelyn T.Imagine Cruising

Our Great Escape from Denmark

published
Transparency
Customer Service
Ease of Booking
Trip Completed Yes
Booking Type Accommodation, Cruise, Flights and Tour
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1 comment
Imagine Cruising
Katelyn T.Imagine Cruising

Excellent Support in Troubled Times

published

Our Italian Lakes and Adriatic Cruise are impacted by COVID-19. Thankfully Katelyn from Imagine Rail Journeys and the Cruise Cafe reached out to us early and kept us informed of developments. Her calming communications were amazing. Cameron came onto the scene later to offer a genuine alternative for two keen travelers. Now Danielle is following through with meaningful plans for a trip in the future. COVID-19 may have disrupted our plans, but these wonderful people have minimized that impact greatly. To everyone at Imagine Rail Journeys and the Cruise Cafe - thank you.

Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation, Cruise, Flights and Tour
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2 comments
Imagine Cruising
Katelyn T.Imagine Cruising
Kevin M.
Kevin M.

You ARE amazing. Stay safe!

Page 2 of 20
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Questions & Answers

Jules

Julesasked

I lodged a review for ImagineCruising today as they were great but I’m having difficulty with Optus webmail part can you help so I can lodge my review

1 answer
Shemmi
Shemmi

I have Telstra network hence I don’t have any issues,maybe speak to your Optus provider.

Jules

Julesasked

I wrote a review for ImagineCruising my Optus webmail not responding can you help me lodge same??

3 answers
Imagine Cruising
Katelyn T.Imagine Cruising

Good afternoon Jules, thank you for your question. I am unsure what the error is however I am ore tan happy to try to assist. Are you able to send me an email to [email protected] ATTN Katelyn.
Thank you for taking the time to write a review, much appreciated.
Kindest,
Katelyn - Customer Support Supervisor

Jules
Jules

Hi Katelyn, problem solved and my comment now able to be viewed on product review
Thank you
Jules

Imagine Cruising
Katelyn T.Imagine Cruising

Thank you for persisting Jules. Have a great day!

Baz

Bazasked

We are booked for a South African tour and then ship back to Fremantle in January 2021. We have paid a substantial deposit which Imagine keep reminding us is non refundable. At the moment they want to book air fares ( 31/3/2020 ) for the January departure on the 14th Jan, 2021 but we are hesitating because it is a long time ahead and The Covid-19 situation is not at all clear. Of course if the airfares are booked they want a further deposit paid ( locking us further in ). On asking for assurances that should they not be able to fulfill our holiday that they will refund our payments or give us a full credit towards another trip they say they cannot give any assurances as it will have to be considered at the time. We don't think this is really fair especially as they are pushing us to decide on flights and pay more money without knowing where we will stand. Should either of us fall sick as a result of covid-19 and have to cancel we would undoubtably lose our money as our Travel Insurance - in common with most Travel Company's do not cover you for a Pandemic.
We would like to leave the booking of flights for another couple of months to see how the Covid-19 pamdemic is resolving before locking /maybe throwing more money away. However Imagine is putting the pressure on us to book now to lock in their cost.
We would like to know if there are any other people in the same position and how they feel or anyone else that would care to comment or advise us. We are in our mid 70's so health is a big concern.
I would also like Vanessa A. of Imagine Cruising to comment or contact us ASAP.
Our Booking Ref no is HPL-07206.
Barry and Nancy.

5 answers
Sandra A.
Sandra A.

HI Baz. Theses are worrying times. We had booked a trip from Mauritius to Venice which we were assured would go ahead up until the day it was due to sail. We were in Mauritius and had to then negotiate with cruise cafe to get flights changed. Which they did do. During that process I felt that we were expected to be grateful as consultants quoted that cruise cafe were doing changes for us as a sign of good faith, despite us asking either telephoning or emails should we proceed with the holiday and each time being told it was still going ahead. I am now trying to salvage some credits or refunds. I have to say Vanessa has been very helpful even if I’ve been a bit frustrated with the whole process All I can say from my experience is that I would be very cautious booking through cruise cafe again. I can’t advise what you should do. All I know is we paid upwards of 14k plus and I’m not sure how much of it we will see. We had booked additional nights in Mauritius and changed flight plans which trying to retrieve is becoming a nightmare. Also if I had had asked for a better breakdown of costs before paying a deposit I doubt I would of booked. As in hindsight I don’t think it was such a bargain. Our group did not realise that we had to fly from Perth to Dubai then back to Mauritius. Another thing that is not said when booking as we were told that would told later. I don’t believe that as Emirates own imagine cruising apparently so we were always going to be sent that way. A poor decision on our part and such a long flight. The so called four star hotel in Mauritius was a joke. More like a 3 Star. So another lie. Emirates changed our flight to come home via Air Mauritius which was good as we would of had a 20 plus stop over. Again. Cruise cafe made us feel we should be grateful as CC said they had paid although it was Emirates changed the flight knowing that they were closing flights so had to get us home. So this has been my experience. Hope you can make a decision that suits you. Again Vanessa is helpful but can only tell you what she knows. In the end it’s your choice. Good luck. Sandra.

Baz
Baz

Sandra Thank you for your reply. Are we talking about the same company though ? You refer to Cruise Cafe wheras our agent is Imagine. Are they the same company ? You do however refer to Vanessa so surely there can't be another Vanessa with Cruise Cafe also ? You make mention that Imagine Cruising is owned by Emirates hence the main reason you are booked through Dubai which means for our trip to SA it takes 24 hours to get there. Not good and we are very unhappy about that but it seems if you go ahead that is really the only choice.
Is it normal or only with Imagine that they can not / will not give you any assurance about what will happen if they cannot fulfill there side of the deal or is that them just being missleading ?
Cheers Baz

Imagine Cruising
Katelyn T.Imagine Cruising

Dear Baz/Sandra, I am happy to address your concerns directly as there seems to be a lot of misinformation going on and Sandra, I am already assisting you. The main thing is to let us respond, let us support you and not to create any unnecessary fear or incorrect communication. Every booking is respected and dealt with on an individual basis due and due to the privacy act we comply with as a business and we also respect our passengers privacy and do not discuss other passengers bookings with people that they do not know. And to confirm, yes there is one Vanessa, that is me and I look after emails for our companies, Imagine Rail Journeys, Imagine Motorsport, Imagine Cruising New Zealand and The Cruise Caf. (sorry this site is not letting me correct that spelling). They operate under the umbrella of Imagine Cruising. We are assisting all our passengers through this very difficult time and have been working tirelessly. Negative comments are feedback, as is all our positive 5 star reviews which come from very happy passengers. Thank you I will be in touch.
Kind regards
Vanessa - Senior Customer Support Executive
IMAGINE CRUISING

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