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Ian's complaint against Imagine Cruising
Unsatisfactory Customer Service
Complaint against Imagine Cruising
We recently returned from a South American cruise holiday with Imagine Cruising, beginning our holiday in Brazil, before boarding Star Princess Cruise Ship. Our BA flight had a 40 minute late departure from the UK and subsequently arrived late in Sao Paulo, Brazil. Due to lost time and non-transfer of baggage to our connecting flight, we were unable to board our flight to Rio de Janeiro to begin our expensive ‘once in a lifetime holiday’. We were compelled to telephone Image Cruising UK, to request help with organising an alternative flight connection. After numerous phone calls to the UK, it was evident that the Sao Paulo, BA Customer Desk would not reissue new Boarding Passes, without an authorisation code from Imagine Cruising. This process took approximately three hours to organise the approval of new tickets to be issued. Numerous stressful calls from our mobile phone to the UK, resulted in a £126.00 phone bill. The whole first day of our holiday was a total loss, due to us arriving at our hotel, very late evening. We emailed and wrote directly to Mr. Deller, Managing Director, Image Cruising, twice, requesting that Imagine Cruising reimbursed the phone call costs, as a ‘gesture of good will’. Mr. Deller did not reply to our letter, which tells us, that this company is not interested in addressing sincere Customer Complaints. We shall not be using Imagine Cruising in the future and would not recommend this unprincipled Cruise Company to friends or family.
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