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First and last time I will ever book with Imagine!
Our cruise for 2022 was cancelled for covid reasons. We had paid a $2400 deposit which we then used to rebook The Sacred Sites of the Outback holiday for 5th June 2022. Another $1200 deposit was asked for at the time of booking. Now here is the problem. They debited my bank account twice for the $1200!! After noticing this on my online banking I emailed the person I booked with, no reply for 3 days. I then called Imagine Holidays and they asked me for a camera shot of the 2 charges which I emailed to them immediately. I complained via email to...them again to immediately return the $1200 as I have pre authorized debits including my mortgage and other payments. Nothing! This happened on the 5th Jan, and it is now the 10th. They have utterly undone me as I have had to call the bank, the electricity company, Telstra and S.A. water and try and explain this absolute blunder by Imagine. Still waiting to get MY money back Imagine. You had no right to debit me twice. Absolutely outrageous. I am waiting for someone from Imagine to call me. 0479063433 Sandra Giancola
We are so frustrated so it is difficult to be objective. I certainly would NOT book with these people again. Still waiting for a refund which they tell us is not possible. So please people be wary. They will come up with any excuse or reason as to why a refund is not possible.
Cancelled holiday in August wildflower season and got one in June ,now to be charged extra 200 for flights ..No help from staff and would not waitlist for July/August holiday
This company deals in deception.
Booked our one and only cruise for a trip from Singapore to Malaysia, Thailand, Cambodia and Thailand. Spent two nights in a 2 star hotel (not 4 star as advertised) and heard that part of the cruise may be cancelled due to Covid. On boarding senior staff members were asked if part of the trip had been cancelled (as nothing official had been stated) and was advised in the affirmative and that if we did not like this then we could disembark immediately (very rude). Sailed to Thailand and were not allowed to get off the ship. Sailed back to Singap...ore, placed onto an aircraft and sent back to Perth. Have attempted to get money back and Imagine blames Costa Cruising for delays in payment and not getting full refund. Spoke with staff at Costa who assured me that Imagine Cruising had been given full refund. Spoke with Imagine staff who were not helpful, deceitful and condescending, to say the least. Still waiting for full refund after 2 years. This company should not be allowed to trade and should be investigated by ACCC.
Worse Travel Company
Worst Travel Agents Ever
We booked a cruise from Singapore to Perth with this dreadful company.
The cruise was cancelled , so one of the staff rang us to rebook the following year.
I was not home when my partner took the call. He said the call was hurried. When I was told the news I reminded him of a milestone family birthday that year. Less than three hours later he rang to cancel to be told ‘You Can’t
To try and recuperate our deposit of four thousand dollars we decided to do a local holiday with this company. We were told ‘You Can’t’
Full or Part Refund?.
We booked a 32 day fly/cruise/package on the ship CMV Columbus departing Singapore to Tilbury on April 1st 2020 from Auckland. Last week I had option of $17,000 travel credit or $6,946 refund. I wanted the refund and have received. A fellow passenger has emailed me and stated they received there refund in full. Have other passengers received a full cash refund?
It was a wonderful holiday
It was a wonderful holiday and we would do it again when we can. Imagine Cruising service was wonderful. We cannot find a negative remark. We will do this again
Waiting for refund
Booked a last minute cruise with this company and had to pay immediately. Got to Sydney to get on ship to NZ. Upon arriving in Sydney received an email from Cunard saying cruise cancelled due to Covid19. They were excellent, paid for accommodation, meals, taxi, drinks etc whilst in Sydney and flights back to Brisbane plus accommodation in Brisbane for the night, plus food etc. Submitted claim. Eventually received fully paid expenses from Cunard. After many months and many emails Cunard advised me that a FULL refund had been made to Cruise Cafe.... Phoned cruise cafe and yes they had our refund. When asked for refund, they said NO, not full refund, must take credit for $782. I thought that was ok, however, on checking availability holidays, nothing under $3000 per person. This is not suitable for us as aged pensioners. We paid just over $3000 for 14 nights for two to New Zealand on Queen E2. There is still nothing suitable for us, therefore, lost $782. I do not understand, if Cunard had paid full refund and more, why is Cruise Cafe not refunding MY money. Flight Centre were charging a cancellation fee which was eventually stopped due to public backlash. Think I will be forced to take this matter further.$782 is a lot of money. Cruise HPL09080 .
Imagine Cruising - Happy to book with them again
Originally booked an Asian Cruise Package for May, 2020 in August, 2019, and paid deposit.
Late January, 2020 the Covid issue was making us nervous about travelling to China.
Contacted Imagine, who were very helpful, and said they were dealing with departures closer to ours at present and would get back to us.
Within a week Princess were cancelling our Asian cruise, so we arranged with Imagine to switch to a Silversea cruise out of Singapore, heading away from the problem countries. (or so we thought).
** I might add that we had 2 extra nights ...
worst booking company ever
We booked a package with this company and the cruise was cancelled for September last year.
We received a firm phone call demanding full payment or we lost our deposit and the package.
this was despite many emails questioning the possibility of not being able to go on the holiday with Covid not being under control. We were assured the money was refundable should that happen.
We have $1400 in credit not refunded and now cant book anything suitable. That was flights and accom.
Attempted to book for 2022 April and were told we needed to a further $2000 deposit to hold the booking. Total $5998. So the deposit in effect they wanted was $3400.
Now all we want is a refund of monies paid.
Not too much to ask.
Poor conduct from this company.
Inconsistencies with hotel standards
Some hotels in both cities had buffet and hot breakfast. In Darwin, basic continental only.
Adelaide hotel: no breakfast, voucher with eggs, one drink and one item 200m away.
No towels Adelaide
Don't trust this company!
I booked a tour and cruise in 2019, paid the deposit (which was 37% of the entire tour!) and then paid in full in December. Covid was announced and when I was finally able to hear from Imagine Cruising, it was that the tour was unable to proceed and they were providing me with a future credit for 2021, but no full refund.
Now in 2021, Imagine Cruising contacted me and said that the tour for this year was NOT being cancelled and either I do the tour, or I have the option of booking another future cruise, either way, I cannot cancel or I will l...ose the deposit of $8000.00. This is not a company I would ever contemplate using again and was my first ever venture into using a travel company instead of booking it myself. They are holding money of many on the pretense of not cancelling the tours thereby forcing clients to forfeit their enormous deposits.
So Hard To Deal With and Another Roadblock
Further update to our review "Appalling Service and No Refund" on product review.
Imagine Cruising stated in correspondence that they or their insurance company would not be refunding any monies as it was deemed we had part travelled on the cancelled cruise and as such not willing to reimburse for the lost section of the cruise as it was deemed compensation. We are still trying to figure out how they came to that conclusion.
After following through all other avenues we asked Imagine Cruising for their insurance company information which we thou...
A journey into frustration
My wife and l were on the il fated Vasco da Gama cruise from Singapore to London having paid ImagineCruising circa $36,000 for the cruise, extended hotel stays and airfare upgrades with Emirates
Imagine’s promises of “full” refunds disappeared after the cruise line folded and their own insurer found a clause to avoid payouts.
This left ImagineCruising holding the baby - not a good result
Imagine, to their credit, started to offer refunds, the problem being that they bore little resemblance to the unused costs of the trip we had already paid for.
Efforts to get a breakdown of the costs proved fruitless. Imagine’s owner, Emirates, refund must be pitiful, which is a pathetic situation.
Imagine Cruising - Take your money elsewhere
We booked a cruise package holiday with Imagine Cruising in January 2020, departure Sep 2020, paid deposit $4400 balance due 11/5/20. Cunard cancelled cruise mid April, Imagine contacted me 27/4 to get me to pay the balance, I informed them the cruise had been cancelled and they feigned surprise. They sent me an email 27/4 after the call and confirmed cancellation thereby making us eligible for a full refund under the terms and conditions (they did not say that). That was the beginning of many months of promises and stories. To make a long stor...y short I sent them a letter of demand in September to which they replied stating I would receive payment as soon as possible (more of the same). I then began a charge back dispute claim through my bank as we had paid by credit card, the bank said we would have to wait until December as that was the latest offer from Imagine. The communication from Imagine was poor, usually only after I contacted them, they did send me an email 31st January saying they would repay my deposit if I ended the bank dispute process, one more try to keep my money for a bit longer. The bank advised me today that they have resolved the dispute in my favor and the money has been refunded. All this could have been avoided if Imagine followed reasonable protocols and honored their terms and conditions. Run a mile do not give any of your hard earned money to this company! There are many honest and reputable travel companies who do the right thing.
Questions & Answers
Appalling service from the get go. real high pressure sales . Package deal flying Auckland to Perth , board Indian Pacific Train to Sydney, E mailed to say 12 day Cruise cancelled, but full refund would be given ..Breakdown of costs impossible .A Single Supplement of $5000 dollars extra of which No part of this was ever considered for Refund on Cruise (Celebrity Solstice}.I was phoned and offered a miserable $3,447dollars of which i refused to accept.Following day i was phoned again as a one off gesture and offered $4,447 dollars .Total cost of 7 days in Australia , $15,000 dollars , less Refund .It was Head Office U K that contacted me and offered Full Refund on Cruise , on contacting Imagine i was told Full refund had been given ,just a fair go is all im after . Ref IMZ 00915 . Ann
Bloody poor company to deal with ,couldnt give a toss ,long as they receive your money .No break down of package deals .Believe me those deals of no benefit to customers ,purely set up to benefit them ,hence No Breakdowns given .Beware of this Company .
I booked a trip to Tasmania with my credit from a cancelled trip to Italy in 2019. I now find that we can not
go to Tasmania on the 1st of November 2021, I chose the places to stay and the dates,(being for a week only) and car hire. The total was $4,098.00. Will I get a credit back for a future holiday if I personally ring and cancel the bookings? Could you please let me know asap. My Booking Reference is IMA-07990 S.Zauchenberger
Can you book your own flight with imagine cruising?
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