The agent with dealt with was helpful and responded quickly. However, we specifically requested that the contact be via email and your company still chose to phone us. We find it hard to process infor... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
This is my 3rd holiday ive booked with Imagine Cruising. The staff are helpful, in particular, Viran who has done the last two. It's good that she can bring up my information from the previous one.... Toon meer
Bedrijf heeft geantwoord
The initial interactions were great, and while on the trip I repeatedly heard from many others who have booked with you more than once, and were also happy. And the best test was when I was on the tr... Toon meer
Bedrijf heeft geantwoord
Great cruise (Greek islands) and bus tour (turkey) combo. The locations visited and excursions were interesting and informative. Our bus tour guide (Sayhan) was brilliant. He connected well with every... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Established in 2011, we are a leading travel provider with offices across the globe, specialising in exceptional cruise holidays brimming with enriching experiences that offer so much more than just a cruise. We create outstanding cruise holidays, seamlessly paired with immersive tours of the world’s most desirable natural and man-made marvels, enchanting rail journeys, exclusive events in unexpected locations, and fabulous hotel stays at hand-picked accommodations - transforming everyday travel into extraordinary adventures…
Contactgegevens
Level 10, 21 Queen Street, 1010, Auckland, Nieuw-Zeeland
- (09) 941 2549
- customersupport@imaginecruising.co.nz
- imaginecruising.co.nz
4,7
Uitstekend
416 reviews
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Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Really good and prompt responses to any…
Really good and prompt responses to any queries.
Dealing with the customer support team is always a pleasant experience.
21 november 2024
Review zonder uitnodiging
Antwoord van Imagine Cruising New Zealand
Dear Sally,
Thank you for your kind words and for leaving a five-star review! We’re thrilled to hear that you’ve found our responses prompt and your interactions with our customer support team pleasant. Providing a seamless and enjoyable experience for our guests is always our top priority, and your feedback reassures us that we’re achieving that.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
Best regards,
Harrison
Senior Customer Support Executive
i was looking the time
i was looking the time, what time i will prepare my trip documents
18 november 2024
Review zonder uitnodiging
Antwoord van Imagine Cruising New Zealand
Hello Aboubacar,
Thank you for taking the time to reach out and thank you for leaving us a positive review! I have taken a look on our side of things from the details you have provided me, and I unfortunately cannot seem to locate a holiday booking under your name.
If you would like to get in touch with my Customer Support team with your booking reference, we can hopefully assist you further.
Thank you again for your time!
Kind Regards,
Harrison
Senior Customer Support Executive
Very Helpful Consultant
Scott was very helpful guiding us through our options and spent time with us choosing the best options.
23 oktober 2024
Antwoord van Imagine Cruising New Zealand
Dear Michele,
Thank you for your kind words! We're thrilled to hear that Scott was so helpful in guiding you through your options and took the time to ensure you selected the best ones for your trip.
Providing personalised service is something we always strive for, and we're glad Scott made the process smooth and enjoyable for you.
We look forward to assisting you with more wonderful travel experiences in the future!
Kind Regards
Josh
Customer Support
Prompt & very helpful
15 oktober 2024
Antwoord van Imagine Cruising New Zealand
Dear Joanne,
Thank you for your feedback! We're delighted to hear that you found our team prompt and very helpful. Providing efficient and attentive service is always our priority, and we're glad we could assist you.
We look forward to ensuring the rest of your experience is just as positive. If you have any further questions or need assistance, don't hesitate to reach out.
Kind Regards
Josh
Customer Support
Scott MacPhee - Agent in Brisbane Office (on NZ shift)
Scott MacPhee - your agent in Brisbane - was great.
He was concise, helpful, and available as required.
We would deal with him again with pleasure.
9 oktober 2024
Antwoord van Imagine Cruising New Zealand
Dear Alan & Cheryl
Thank you for your fantastic review! We’re delighted to hear that Scott provided you with such helpful and attentive service. We will be sure to pass along your kind words to him.
It's great to know you'd be happy to work with him again, and we look forward to assisting you with more wonderful experiences in the future!
Kind Regards
Josh
Customer Support
Antwoord van Imagine Cruising New Zealand
Dear Susan,
Thank you for your kind review! We're delighted to hear that you had a pleasant experience and found our representative knowledgeable.
We always strive to provide the best service and ensure all your questions are answered thoroughly. We look forward to assisting you again in the future!
Kind Regards
Josh
Customer Support
Fast and efficient
Fast and efficient. Listened to our requests and explained the process once we connected with the cruise line.
29 augustus 2024
Antwoord van Imagine Cruising New Zealand
Dear Marilyn,
Thank you for your wonderful feedback! We’re delighted to hear that you found our service fast and efficient.
Our team takes pride in listening to our clients' requests and ensuring a smooth process when connecting with the cruise line.
If you have any further questions or need assistance in the future, please don’t hesitate to reach out. We look forward to helping you with your next adventure!
Kind Regards
Josh
Customer Support
BOOKING A HOLIDAY WITH IMAGINE HOLIDAYS
I'm only at the start of our holiday experience but to date I have been impressed with the efficiency of the service I have received.
It was obvious when we contacted Imagine Holidays with regard to our interest in booking a cruise/tour that our consultant was very experienced in providing all the answers in advance.
We were then confident about making the decision to book and pay our deposit the same day.
We were guided through filling out the
forms online it was all stress free.
18 september 2024
Antwoord van Imagine Cruising New Zealand
Dear Alison,
Thank you so much for your wonderful feedback! We're delighted to hear that you've had a positive and stress-free experience with us.
It's fantastic that our consultant was able to provide all the information you needed, giving you the confidence to book your trip with ease.
We're here to ensure everything goes smoothly, and we can't wait to continue assisting you throughout your holiday experience.
If you need anything else, feel free to reach out anytime.
Kind Regards
Josh
Customer Support
Viran was just so helpful booking this…
Viran was just so helpful booking this trip and the last
18 september 2024
Antwoord van Imagine Cruising New Zealand
Dear Graeme,
Thank you so much for your kind words! We're thrilled to hear that Viran was able to assist you once again in booking your trip.
We truly appreciate your continued trust in us, and we look forward to helping you with any future travel. Have a wonderful trip!"
Kind Regards
Josh
Customer Support
Professional and friendly
Professional and friendly. Was able to provide answers immediately and further information later, as promised.
18 september 2024
Antwoord van Imagine Cruising New Zealand
Dear Gavin,
Thank you for your feedback! We're delighted to hear that you found our service both professional and friendly.
It's great to know that we were able to provide immediate answers and follow up with additional information as promised.
We always strive to ensure our customers receive prompt and accurate assistance.
If you have any further questions, feel free to reach out—we’re always here to help!
Kind Regards
Josh
Customer Support
Gave all the information on the deal…
Gave all the information on the deal and gave me time to decide if I did want to continue. Answered any questions and I can make contact again if I have any more. Shame though we have to wait for flight details. Understand why though.
10 september 2024
Antwoord van Imagine Cruising New Zealand
Dear Beverley,
Thank you for your feedback! We’re glad to hear that you were given all the information you needed and had the time to make your decision without any pressure.
It’s great to know that your questions were answered, and please don’t hesitate to reach out if any more come up.
We understand the wait for flight details can be a bit frustrating, but we appreciate your understanding.
Rest assured; we’ll keep you updated as soon as everything is confirmed.
Looking forward to helping you further as your trip approaches!
Kind Regards
Josh
Customer Support
Organisation
The lady who rang me, explained our trip details and what we would need clearly and fully. I felt confident in the company's skill to organize a good trip for us.
10 september 2024
Antwoord van Imagine Cruising New Zealand
Dear Cheryl,
Thank you for your lovely feedback! We’re so pleased to hear that our team member provided clear and thorough details about your upcoming trip.
t’s wonderful to know that you feel confident in our ability to organise a great holiday for you.
We’re committed to making sure your experience is seamless and enjoyable, and we're here to assist with anything you might need before your trip.
We wish you an incredible journey and look forward to hearing about your adventures!
Kind Regards '
Josh
Customer Support
Knowledgeable team
Knowledgeable team, quick response. Thank you. Now waiting for the trip early next year.
10 september 2024
Antwoord van Imagine Cruising New Zealand
Dear Robyn,
Thank you so much for your kind words! We’re delighted to hear that you found our team knowledgeable and responsive.
It’s always a pleasure to assist, and we're thrilled that you're happy with the service.
We're just as excited for your upcoming trip early next year and will be here to ensure everything goes smoothly.
If you need any further assistance in the meantime, feel free to reach out.
Kind Regards
Josh
Customer Support
Antwoord van Imagine Cruising New Zealand
Dear Manon,
Thank you for your feedback! We're delighted to hear that Viran who assisted with your booking provided excellent service.
We strive to make every step of the process as seamless as possible. If you need any further assistance, feel free to reach out!
Kind Regards
Josh
Customer Support
Numerous phone calls unanswered by an agent
Took numerous phone calls, some as long as 20 minutes before getting through. Found that the Azamara cruise had in the meantime increased in price by nearly $3000.
You really need a call back service.
We were very close to giving up.
4 september 2024
Antwoord van Imagine Cruising New Zealand
Dear Yvonne,
Thank you for sharing your feedback, and I sincerely apologise for the inconvenience you experienced while trying to get through to us. We understand how frustrating it can be to face delays, especially when time-sensitive matters such as price changes are involved. I'm sorry to hear about the price increase during this period, and I appreciate you bringing it to our attention.
I'm glad that Viran was able to assist you with the booking, but your suggestion for a call-back service is well noted. We take your feedback seriously and will review how we can improve our response times to ensure a smoother experience in the future. I appreciate your patience and hope the rest of your journey meets all your expectations.
Kind regards,
Harrison
Senior Customer Support Executive
Well recently traveled on a UK tour…
We recently traveled on a UK tour coordinated by Imagine. It was seamless, and hassle free. All the transfers were timely, hotels adequate and in great locations, flights and cruise as scheduled. Thanks for making our holiday so easy 😊
3 augustus 2024
Review zonder uitnodiging
Antwoord van Imagine Cruising New Zealand
Dear Angela,
Thank you so much for your wonderful review! We're thrilled to hear that you had a seamless and hassle-free experience on your UK tour with us. It's fantastic to know that the transfers, hotels, flights, and cruise all met your expectations and contributed to a smooth holiday. Your kind words mean a lot to us, and we’re delighted that we could make your trip easy and enjoyable.
If you have any future travel plans or need assistance with another adventure, please don’t hesitate to reach out. We’d love to help you create more memorable experiences!
Kind Regards,
Madasun
Customer Support Team
Our onboard cruise refund returned
Upon returning from a cruise with P&O we were waiting for a refund of money deposited as onboard credit that was not spent. We were told we would need to wait 48 hours then the money would be repaid into our account. We waited 4 weeks initially with no result, then Dana from IH NZ customer support stepped in to help us. She has been a great advocate and tenaciously worked on our behalf over a further 5-week period to secure our refund.
7 september 2024
Review zonder uitnodiging
Antwoord van Imagine Cruising New Zealand
Dear Bryn,
Thank you for taking the time to share your experience. We're sorry to hear about the initial delay in receiving your refund, but we're thrilled that Dana from our customer support team was able to step in and assist.
It's wonderful to know that she tenaciously advocated on your behalf to resolve the issue and secure your refund. We pride ourselves on providing excellent service, and we're glad Dana exemplified that for you.
We appreciate your patience and trust in Imagine Holidays, and we look forward to assisting you on future holidays!
Kind Regards
Josh
Customer Support
A pleasure to deal with
Helpful, informative and really friendly - a pleasure to deal with
6 september 2024
Antwoord van Imagine Cruising New Zealand
Dear Melanie
Thank you so much for your fantastic 5-star review! We’re delighted to hear that you had such a great experience, and it means a lot to us that we could meet your expectations.
We truly appreciate your kind words and look forward to assisting you with your future travels. If you need anything else, please don’t hesitate to reach out.
Kind Regards
Josh
Customer Support
Antwoord van Imagine Cruising New Zealand
Dear Peter,
Thank you for taking the time to leave such a positive review! I'm delighted to hear that Viran provided you with clear advice and assistance. Ensuring our passengers receive the best possible service is always our top priority, and it's wonderful to know Viran made your experience smooth and straightforward.
We truly appreciate your kind words and look forward to assisting you with your future holiday plans.
Best regards,
Harrison
Senior Customer Support Executive
Exceptional customer service from Scott.
29 augustus 2024
Antwoord van Imagine Cruising New Zealand
Dear Harold,
Thank you so much for taking the time to share your experience with us. We're thrilled to hear that Scott provided you with exceptional customer service. It's wonderful to know that his efforts made such a positive impact on your journey with Imagine Holidays.
We take great pride in ensuring our guests receive the highest level of service, and Scott's dedication to this is truly commendable. Your kind words will certainly be passed on to him, and I'm sure he'll be delighted to know that his support was appreciated.
If there's anything else we can assist you with in the future, please don't hesitate to reach out. We're here to help make every aspect of your travel experience as seamless and enjoyable as possible.
Thank you once again for your glowing review.
Best regards,
Harrison
Senior Customer Support Executive
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