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Alan CoeyQueensland
Best of a Bad Situation
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
1 comment
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Sandra F.Perth, WA
Not Impressed With Customer Service
We are posting this review after reading the number of reviews complaining about the lack of customer service and contact relating to refunds. It would appear that we are not alone in this dilemma and its like reading about our own situation in most of the reviews. It has prompted us to add to these reviews. We had booked our own flights with Singapore Airlines due to depart on 15th April 20.Our Cruise Package deal was due to commence in New York on the 16th April 20, we are finding it very difficult to receive any contact from Imagine Cruising...Read more
to obtain a refund. We have sent emails, but only received a generic response, and were trying to not call and send emails as per their request. However this is becoming more frustrating as time passes. We were offered a credit voucher from a customer support person but as we are pensioners and do not know if we would be fit to travel next year we want a refund. However, the customer support person said it was only a courtesy call and he could not help us. If they have staff to call to offer credit vouchers, why are not staff able to commence a refund application. We feel that they are using delaying tactics. We booked and paid in full for this trip last year Oct /Nov and would expect better customer service than we have received to date. Have just sent an email requesting a refund and referring them to their Booking Terms and Conditions. Will be interesting to see if we receive a response.
1 comment
Katelyn T.Imagine Cruising
Good afternoon Sandra, thank you for your comment, it is sad to hear you think our service is worth one star, especially since we are working very hard for all our passengers.
As per your request, I h... Read more
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Ron CochraneGreater Melbourne (Outer), VIC
Image cruising was with us all the way through the world shut down
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.
1 comment
Katelyn T.Imagine Cruising
Good afternoon Ron, thank you for your four star review, We are so glad you are finally home! What an experience you have had, definitely one for the history books. If you have any feedback you would ... Read more
like me to pass through to Costa for you, send me an email at [email protected] and ATTN Katelyn, I will pass this directly to the cruise line for you. Glad to have you home safe and sound - Keep looking after yourself, washing your hands and social distancing, Aussies are finally flattening the curve! If you need anything further, please do not hesitate to contact me directly. Kindest, Katelyn - Customer Support Supervisor
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MeganMetropolitan Adelaide, SA
I’d give Zero if possible
My male friend & I booked pre- Christmas 2022 for a fly / NCL cruise transatlantic & Fly home Italy to Adelaide Business Class & I had prepaid for all & upgrades to a mini suite . Communications with this company & their subsidiary agent CruiseCafe were non existent once they received full payment. We are due to fly out Monday 20/4/20 but due to the WW pandemic of course all flights & cruises have been cancelled. We have both been trying to get through via email & ph . As an emergency essential frontline healthcare ED nurse I did receive a ph...Read more
call “ outta the blue “ from the Manager in UK assuring me that we would get a full refund if the trip was cancelled. The trip was cancelled & neither of us received any emails or communications. I’ve been emailing & phoning this manager who gave me his personal assurance of prompt attention but to no avail . Yesterday & today my friend & I have both emailed Qatar airlines & NCL only to learn that both carriers have returned all monies $26,203 . To CruiseCafe a subsidiary company of ImagineCruising . None of this information has been communicated to him nor myself . I’m exhausted from working SO hard on the frontline & my friend is elderly & we shouldn’t have to be left in limbo like this . The lack of care, communications, and one rude generic email I did receive early April advising me that I must not continue to try & make contact t & that all call centres have been closed due to the companies prioritise was ...... nothing short of incredulous. Needless to say, we are both exhausted & still don’t know where our money is or if we are ever going to get a refund . I wonder if I said to my clients who approached ..... please sign here, give me all your cash & go away ...... I’ll get in touch with you when I’m ready ..... if at all !!!’ Don’t think I’d have a job for long & don’t think my clients would be very happy ! In fact I’d get reported & most likely de-registered ! I would really appreciate an Email ASAP regarding my booking / refund . Booking number HPL-07790.1 comment
Katelyn T.Imagine Cruising
Good Afternoon Megan, thank you for your comment. Thank you for all that you are doing on the frontline.
As per your request I will send you an email to the email address we have on file, as I can ap... Read more
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HansNortheast, VIC
Incredible support during the corona virus shutdown
We commenced a cruise with the Vasco Da Gamma, leaving Singapore on
8th March, destined for London. Unfortunately CMV At that time would not
Allow us to cancel or defer the cruise. Things quickly became unstuck after a few days, When ports started to close down and we came to a halt near Phuket.
CMV finally curtailed the cruise, taking us to Freemantle to disembark.
We were placed into hotel quarantine by WA government, although there was no Covid on board.
On completion of the quarantine, we still could not get home due to lack of flights. F...Read more
1 comment
Katelyn T.Imagine Cruising
Good afternoon Hans! Thank you for a glowing five star review! We are so happy you are finally home, what an adventure. Imagine Cruising were happy to support you all the way through your journey. It ... Read more
would be a huge relief to be at home and comfortable back in familiar surroundings. If you need anything further please let us now, we are happy to help. Kindest, Katelyn - Customer Support SupervisorSimilar opinion? Write a review on ieatwords.com.au!
PeterSydney, NSW
- 4 reviews
Amazing service from Imagine Cruises during a time of crisis
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.
1 comment
Katelyn T.Imagine Cruising
Hi Peter,
Thank you for your fantastic review. It was essential to us to be able to stay in touch and arrange your flight back to Australia. We like to treat every passenger with care, and like a me... Read more
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AnnSouth East Queensland, QLD
- 3 reviews
Customer Support is Non Existent
We booked a cruise on the Arcadia last year from Brisbane to London and it was all totally paid for last October. When news began coming through about the coronavirus we tried to cancel but they were adamant we could not cancel, however when the itinerary was changed from Asia to around Australia we again tried to cancel but instead were offered a cruise credit and they would fly us to Perth and we would embark on March 10th. We were about to embark at Freemantle on that date whan I was handed a piece of paper with another change of itinerary t...Read more
hat Colombo was now closed. I said that this was totally unacceptable to us and we didn't want to go and wanted a refund. We were then taken aside by the Carnival Care Team amd offered a full refund and 50% off our next cruise, then back to Perth for another 3 days then flown back to Brisbane. As we now know this ship has not been able to stop anywhere in the world apart from Durban for re- fuelling. Also an Officer came over to us with a list of people on which our names were included who had booked through Imagine Cruising and who had been advised to cancel. We did not hear one word from Imagine Cruising about this. I emailed Imagine Cruising on 17th March to say that we had not in fact boarded the ship and that a full refund would be coming to them to pass on to us. So 2 days ago we receive an email from Imagine Cruising with a change of flights from London to Doha then to Brisbane on April 12th. I phoned them as I had been doing all month and was surprised to actually find a person who answered after a short wait. They had no idea that we were not on the ship and had not been advised by P & O, and also say they had not received email from me. Mind you, they never ever reply to emails after you have paid so that didn't surprise me. I spoke to a Customer Service person who was meant to acknowledge receipt of the emails which I re-sent to her, but as usual no response at all. I think there is a huge communication problem between P & O and Imagine Cruising. Fortunately I had the email from Carnival Customer Care promising a full refund despite Imagine Cruising telling me that no refunds will be paid, future cruise credits only. I do understand the problems this company must have encountered but if they want their business to continue, they have to offer at least some customer service instead of just ignoring people. We will always book directly with the company involved in future and not go through a travel agent as they just refuse to take any responsibility and blame each other. Very very disappointing.8 comments
Katelyn T.Imagine Cruising
Dear Ann - I am really sorry to hear how you feel and would like the opportunity to help you. I can give you a call, or contact you by email. It is really hard times right now and you feeling like ... Read more
this is the last thing that I want. Please let me know your booking reference so I can look into this further for you. Thank you - Vanessa Customer Support Executive IMAGINE CRUISINGBooking Reference is IMA 07710. Email would be welcome !
Hi Katelyn or Vanessa, Have just had a call from Hollie and you are still not receiving our emails which is very strange indeed as we sent them from different email addresses and I checked with our s... Read more
erver and was informed that mine are definitely being sent to you, so the problem is at your end. Maybe your inbox is full, are other peoples emails being replied to ? I offered to post hard copies by registered mail but apparently you cannot receive mail either ???? The email address from the Carnival Care team who offered us a full refund and 50% off next cruise is as follows: [email protected] and our contact is Michaela Body. It seems that you are unable to ring me (??) so I will continue to contact you here until this issue is resolved. Our travelling companions (IMA 07706) are also not getting any replies from you and the 4 of us travelled together to and from Perth. We were not a "No show" as you said in your email but were actually about to board, when we were shown the manifest by a P & O Officer where we saw our names and Imagine Cruising was meant to contact us to tell us not to travel, but obviously we never heard this from you. Had we travelled we would have had 33 sea days then 14 days isolation. We look forward to receiving our refund as soon as possible of $25000, as we need this money to get through the Covid 19 crisis and you have had the benefit of it since last October. Looking forward to your reply.Similar opinion? Write a review on ieatwords.com.au!
Shameful Conduct
Booked a package holiday with this group. Cruise and Flight is now cancelled due to Covid-19 issue. Unsure about accommodation but it is now not required. Cruise Company is offering a full refund as is the accommodation venue. I'm unsure what the flight company is offering. Was contacted by booking agent recently and was offered a future travel voucher which I find unacceptable. They also refuse to offer a full refund as per their official documentation. Everyone that is complaining should read their fine print and stand by what they bel...Read more
ieve. Rant over. Lets move on. I'm hanging out to see if they will come to the party. BTW they have lost me as a future customer no matter what sort of deal they can manage to offer. As for me I should have bailed when they insisted on the hefty deposit to secure a fabulous deal. after the event I discovered that I had paid a hefty premium and could have saved a heap of $$$. Still waiting for next round of communications.3 comments
Katelyn T.Imagine Cruising
Good Morning, I was disappointed to read your review, and would like the opportunity to look into this further for you so I can help you with all of your concerns. Can you please give me your booking... Read more
reference. We can then call or email you and assist you further. This is really a difficult time right now for everyone, and I will await your reply with the reference. Thank you for your feedback. Kind regards Vanessa - Senior Customer Support Executive IMAGINE CRUISINGHi Katelyn T,.
At this stage I would like to talk to someone that has the power to make a decision. I too had been contacted with a solution / offer that was totally not acceptable. My position is v... Read more
Katelyn T.Imagine Cruising
Hi Disappointed, please send me an email to [email protected] ATTN Katelyn and I will address your concerns on an invididual basis. As you can appreciate we have hundreds of passe... Read more
ngers accross hundreds of itineraries and not all compensations being offered is applicable to all. Thanks, KatelynSimilar opinion? Write a review on ieatwords.com.au!
J. ArnullSydney, NSW
The Ghan, a trip of a lifetime.
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.
1 comment
Katelyn T.Imagine Cruising
Good Morning 'J.Arnull' and thank you for your AMAZING 5 star review. How to uplift our day!!! I think you have put a smile on all our staff's faces, as this has been a really trying time for every... Read more
one, and we are so happy that you loved your holiday so much. I will note your valuable feedback too, thanks so much for those suggestions. Take care, and have a safe and Happy Easter! Easter blessings, Vanessa - Senior Customer Support Executive IMAGINE CRUISINGSimilar opinion? Write a review on ieatwords.com.au!
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RogersPerth, WA
Keeping me informed
The cruiseline Princess cruises, cancelled our cruise. Their policy and legal statements indicate that under these circumstances a full cash refund is available as an option.
The travel company Cruise Cafe are reluctant to confirm that they will offer a full cash credit. Their small prints says that their policy may differ to that of the cruise line. However, Cruise Cafe policy and legal statements state that under the circumstances of a cancellation by the company a full cash credit will be offered. Where is the problem in offering reassuranc...Read more
3 comments
Katelyn T.Imagine Cruising
Good morning Miriam, thank you for your feedback, I am sorry that you feel our service is worth two stars. I have emailed you myself, last week providing you with as much information as I could. At th... Read more
is time we need your patience and understanding, as does every business. As explained in my email we do have a dedicated Logistics Team that will contact each passenger with further details of refunds/ compensation, I am just not the team member who will do this. We are trying very hard to keep up with ALL our passengers, however as you can appreciate our workload has quadrupled and we have had to set all employees up from home and we still have people who have not yet been able to return from overseas. These are unprecedented times, that no one was prepared for. Please do not hesitate to contact me again at [email protected] Kindest, Katelyn - Customer Support SupervisorThank you Vanessa A for that. However it is just what I have heard before. I understand about the Logistics team and the task they face. My complaint is that customer support is not replying to inquir... Read more
ies regarding refunds. Customer support must be fully aware of the terms and conditions and be able to pass this information on to customers. They can certainly advise customers of their terms and conditions with regard to cancellation by the customer themselves. Now I have taken the trouble to check the " Imagine Cruising PTY LTD & Imagine Cruising WA PTY LTD Trading as Cruise Cafe " Terms and Conditions and its very reassuring. Particularly the statement in regard to " Package Holidays" and the option ii) having a refund of all monies paid. Why are support staff, like yourself, not able to pass this information on to customers and reassure them that their choice of a full refund will be honoured ?? Thats my concern. Particularly the bit added on to your recent communications. In your holiday package you do not just have a cruise, you have other elements that the team needs to confirm. "" As we are in unprecedented times, refunds are not always applicable, we have different terms and conditions in place with suppliers as you would be subject to if you were booking independently, so please bear with us while we sort these details.""Katelyn T.Imagine Cruising
Good morning Miriam, Thank you for your comment. I am the Customer Support Supervisor and
I wrote the response above, not Vanessa. I would like to address your points, if you would send me an email a... Read more
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JenniwrenPerth, WA
Imagine Cruising Staff
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.
2 comments
Katelyn T.Imagine Cruising
Good Morning Jenniwren,
Your glowing 5 star review is so welcomed by all of us - THANK YOU, you really have put a smile on many faces with your kind words. We highly appreciate all your kind understa... Read more
Katelyn T.Imagine Cruising
Hi Jenniwren. Many thanks for your kind words. I know your holiday wasn't quite what you expected but I'm glad you felt you were supported by the team throughout. Happy your home safe as well. Hopeful... Read more
ly we get to speak again soon. All the best! Leyla - Senior Sales Manager IMAGINE CRUISINGSimilar opinion? Write a review on ieatwords.com.au!
Smooth process of refund
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
2 comments
Katelyn T.Imagine Cruising
Dear Peter and Robyn
Thank you for being so understanding and for being a pleasure to look after. We are glad we could support you in this difficult time. And super appreciate your 5 star review. You made our morning!
Warm regards... Read more
Pleasure!!
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Costa Mediterranea
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.
1 comment
Katelyn T.Imagine Cruising
Dear Sandra,
I am sorry to hear that you feel this way, as we have so many 5 star reviews as you can see, so it is disappointing to hear you are unhappy. I can assure you my replies are not generic, ... Read more
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The holiday from HELL.
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.
1 comment
Katelyn T.Imagine Cruising
Maria, I would like to look into this further for you but unable to without your booking reference, and only first name. If you can please email us at [email protected] and let u... Read more
s know your details please. We would never send passengers on a cruise we knew was cancelled. This is a very hard time for everyone, and I would like to help you. I look forward to hearing from you. Thank you for your feedback. Kind regards Vanessa - Customer Support Executive IMAGINE CRUISINGSimilar opinion? Write a review on ieatwords.com.au!
Keith and MicheleThe Mallee, VIC
- Verified customer
Fantastic experience despite the world going crazy around us
We travelled from Australia to Johannesburg where we were met by an Imagine Rail representative who transferred us to the Peermont D'Oreale, a top class 5 star hotel nearby.
We were then transferred back to the airport and flown to Victoria Falls in Zimbabwe and met by another rep and transferred to the Grand Old Lady which is The Victoria Falls Hotel.
All excursions were fantastic and Included.
Then back to Johannesburg and transferred to The Palace of the Lost City at Sun City. Again a fantastic 5 star hotel.
Then transferred to a Game lodge...Read more
1 comment
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
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.
1 comment
Katelyn T.Imagine Cruising
Thank you so much Margaret and Murray for your kind feedback. And you are right, it is an incredibly difficult time but despite that we were pleased to assist you and get you home safe and sound. If... Read more
there is anything else we can do for you please shoot us an email and I will respond. Take care both of you, see you back again in the future. Warm regards Vanessa -Customer Support Executive IMAGINE CRUISINGSimilar opinion? Write a review on ieatwords.com.au!
Non existent support and communication
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.
3 comments
Katelyn T.Imagine Cruising
Dear Keag,
Please email me with your booking reference and I am more than happy to look into this further for you. And I am so sorry that your holiday did not go ahead with the coronavirus affecting ... Read more
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
Katelyn T.Imagine Cruising
We are glad you are safely back home in Australia following your recent return and trust you are settled in back home again.
To confirm, we understand that you are requesting a refund instead of a F... Read more
uture Cruise Credit from Costa following your recent voyage on the Costa Mediterranean ship.Similar opinion? Write a review on ieatwords.com.au!
Christine FGreater Melbourne (Outer), VIC
Deferment of April 2020 Italian Lakes tour
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.
1 comment
Katelyn T.Imagine Cruising
Dear Christine F,
Your kind feedback is greatly appreciated. These are 'rocky' times but we are steadfast in helping our passengers. We are so excited about the future, and can't wait to assist you ... Read more
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Our Great Escape from Denmark
We were en route to Australia from a Northern Lights cruise in Norway when Denmark suddenly closed its borders. We could not enter Denmark to catch our return flight scheduled a couple of days later and would have been left in transit for that period without any guarantee of returning to Australia. We called Kirby Millefont, Aviation Executive with Imagine Cruising, with an urgent request to reschedule an earlier flight for us knowing that we could have been stuck in Denmark for an indefinite period, like many other overseas Australians, who ar...Read more
e now stranded in a foreign country. We are very grateful to Kirby for her calm and skillful management of our emergency situation and in getting us out of a really tight situation. If it wasn’t for her swift action, we would have been caught virtually stateless - between two closed borders of Norway and Denmark, without accommodation, with airlines cancelling scheduled flights left, right and center and with little hope of getting home without potentially huge costs and inconvenience. It was a very anxious and stressful time for us knowing that we may become indefinitely stranded. However, through Kirby’s prompt action and highly capable skills as a travel agent, she arranged our airline reservations immediately, and our ticketing just a few hours before we were due to fly out of Copenhagen! It was such a relief to see them come through our email so quickly. We cannot commend Kirby and Imagine Cruising highly enough for their efforts in successfully getting us back to Australia under extremely difficult circumstances. Thank you, Kirby and Imaging Cruising!1 comment
Katelyn T.Imagine Cruising
Hi James and Tina, thank you so much for your comments, that is so lovely! I know how scary things can be when you are overseas without certainty, especially with everything going on. Times are tough ... Read more
at the moment and your kind words have made my day. Once we get through this, we can't wait to have you back on a holiday again! Thanks again so, so much. KirbySimilar opinion? Write a review on ieatwords.com.au!
Excellent Support in Troubled Times
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.
2 comments
Katelyn T.Imagine Cruising
Hi Kevin and Dianne,
On behalf of Katelyn, Danielle and myself we really want to thank you both for your support and kind words during this time.... Read more
We are all very excited to see what comes from the future working together with you both to keep you travelling around the world. Please if you do need anything from any of us please don't hesitate to contact us. Cameron Marsh - Senior Sales Consultant Katelyn Turner - Customer Support Supervisor Danielle Surplice - Concierge ExecutiveYou ARE amazing. Stay safe!
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Questions & Answers
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
I have Telstra network hence I don’t have any issues,maybe speak to your Optus provider.
Julesasked
I wrote a review for ImagineCruising my Optus webmail not responding can you help me lodge same??
3 answers
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
Hi Katelyn, problem solved and my comment now able to be viewed on product review
Thank you
Jules
Katelyn T.Imagine Cruising
Thank you for persisting Jules. Have a great day!
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
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.
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
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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Katelyn T.Imagine Cruising
Good afternoon Alan, Thank you for your five star review. We very much appreciate you taking the time to share your experience. Let me tell you, we were as excited to get you home as you were to be ho... Read more
me! Thank you for your continued support and patience during this difficult time. You are a member of the Imagine Cruising family forever now! Stay safe!!! Kindest, Katelyn Customer Support Supervisor