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Imagine Holidays
Poor service
Our T's & C's say we will have the paperwork/tickets a minimum of 1 week out, and with 5 days to go I still have nothing. I have rung 3 times, and been told there are issues with tour providers, which they are still sorting out. Surely this should have been done weeks ago. I have been given 3 different promises about when the tickets will be sent. We have also been told the lunch provider at Rottnest is now shut for renovations, so we will get a $15 refund. This does not seem like a true refund. Very disappointed with the service.
- 2 reviews
- 1 like
Poor communication, last minute changes to our itinerary, confusing advice
We had trouble from the 'get-go'. Had to chase information re flights/accomadation - couldn't check-in our flights beforehand and when we tried at the airport still no luck so ended up asking Qantas staff. Had to hang around Adelaide airport until other people arrived (no name tags so it was a guessing game!). Our itinerary for Saturday was changed (very confusing advice), thought we were going to Kangaroo Island so up early only to be told no... we go tomorrow (weren't the only people who got it wrong). Next day up early again for KI - brea...
Read morekfast boxes a joke... fruit, juice and 2 small sugary pastries. My friend is gluten free and her box contained 3 pieces of fruit (had seen better days), a small yoghurt (no spoon) and no drink! The Kangaroo Island day trip is far too long, and certainly not worth the visit. We were however very delighted with the Murray River cruise and would highly recommend it however would suggest booking this yourself! We talked to a number of other people on the tour and found they had had similar experiences so will not be booking any further tours with Imagine.
Good morning Ann,
Thank you for taking the time to reach out and providing your feedback about your experience with Imagine Holidays....
Read more I am sorry to hear that your experience did not meet your expectations and you experienced some issues in your journey. Unfortunately, as much as we would love to ensure everything runs smoothly on your holiday, there are times where there are unavoidable disruptions outside the control of Imagine Holidays. We always endeavour to appropriately cater for all of our passengers special requests including dietary requirements. As we use the services of our travel partners and suppliers, we can't always have complete control over these logistics. However, we will always provide feedback to our travel partners to ensure that they are providing the high quality of service and product that Imagine Holidays prides itself on. We would love the opportunity to appropriately address your concerns and investigate further; would you be able to provide us with your booking reference number so we can have further context for your concerns. I assure you, I will thoroughly investigate your feedback above and provide a proper response should you provide this. I look forward to hearing from you soon. Kind regards, Shaun.
No customer service
We have been trying to book a cruise for the past 2 days. Have tried 4 numbers, been on hold for over 1/2hr on 3 of them and the 1300 number is disconnected. We also went to the office in Perth Western Australia and was unable to get the lift to go past the ground floor. We have read a number of not so great reviews, but thought we would give you a try anyway. We haven't even booked a holiday yet and we can't complain about the customer service, as there is none. This would have been our first booking through Imagine Holidays, but you have now lost our business.
Hello Vicki,
Thank you for your feedback and I do apologise for the negative experience you had when attempting to book a holiday with us. Hopefully I am able to provide you with some further clarity on what took place....
Read more Over the past few weeks we have had a much higher than expected volume calls regarding our new and existing bookings. Although we do endeavour to speak with all of our valued customers, unfortunately there are times where this is not possible. Subsequently, we have not been able to answer every enquiry that has come through to us immediately. Our Sales and Service teams have put in an enormous amount of work and we are now better equipped to answer any future enquiries. We are also actively investigating ways in which we can better support our customers when these surges in customer contact occur in the future, and we do appreciate your patience in these times. As part of our flexible working arrangements and to meet the recent Western Australian COVID-19 restrictions, our Perth team is operating in a work-from-home capacity. Our Perth office is not designed to be customer-facing, and we do not generally take appointments. When required we can arrange this, however the office does not function in that capacity. We would have been able to advise you of this if we had been able to speak to you on the phone, however as I previously mentioned our phones have only very recently returned to regular call numbers. Also as it mentions on the 'Contact Us' section of our website, you can always reach out to us via email, and we would have been able to speak to you there and assist you with making a booking. Again, I do apologise for the lack of contact previously, however I can now assure that we are here and available to discuss any bookings, existing or new. Kindest Regards, Harrison
NYC to Barcelona
They can advertise a great holiday but that is where it stops!
Still waiting for hotel confirmation and we leave in 4 weeks!
Like many others our bookings go back to pre Covid and many Thousands of $ were held in credits.
We are not new to travel on all levels but
Never before I been have so frustrated with a booking system! Such a lack of communication on all levels.
Can’t imagine booking with them again.
Hello Beverley,
Thank you for taking the time to leave us a review. We do our best to ensure that all of our passengers feel that they are in the best of hands when they travel with us, so your comments are something we take very seriously....
Read more I have personally investigated your booking, and I can confirm that you are still scheduled and able to travel at the end of the month. As per your Booking Terms and Conditions that you were provided, your final travel documents are to be sent to you three weeks prior to your departure. Despite the extreme weather events that have occurred here in Brisbane recently, they are still on track to be sent to you early next week. The reason that your travel documents and final confirmation details are not sent to you until that time is that there are often significant changes to holiday bookings prior to that three week mark. Rather than send you out multiple emails and messages advising you of changes that may be further changed again, we prefer to wait until everything is locked in to send those travel documents so that we can provide you with a definite itinerary you can be confident in. Hopefully this has addressed your concerns Beverley, and please do not hesitate to reach out if there is anything further I can assist you with! Kindest Regards, Harrison
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Paid for nothing.
We booked a cruise for May 22. It was booked early in 2021. We wanted to change flights and book extra stay. From when we booked until January 22, we did not hear from anyone at Imagine. Cruise line emailed us. It had been changed to 2023 which did not suit. We called Imagine to cancel. For no work, they charged us $100 per person, not per booking to get a refund for a holiday that was cancelled.
Be aware... before you go ahead and book with this company
I booked the 3 lakes Italy in 2018.. unfortunately because of Covid.. cancelled like everyone elses holiday. I was never informed of a refund at the time,1 year later, I could have had a refund..I wish I had taken it,as now no credit is on offer..my worry is now the new variant of Covid 2021..my holiday will be a worrying time if I take this holiday..it will be 4 years since I have had a holiday..why can't they give a credit of what I have paid so I can go to a holiday here in Australia.? Again today no offer of a credit so I could holiday in Australia, I am going to have to wait till August 2022 before I will know if it will be safe to travel overseas... Like the years before..4 years in waiting..what a joke..
Good afternoon Kerrie,
Thank you for your review and feedback....
Read more As your funds have been paid for your holiday we unfortunately do not have the luxury of using these funds on a domestic trip because if we cancel the international holiday we will not be receiving these funds back to use elsewhere. We appreciate that this must be a very uncertain time for you and we would like to reassure you that in the event it's not safe enough to travel next year we will re protect your booking for you. Kindest, Hollie Customer Support TeamQuestions & Answers
Could you please give me the email address or Postal address of the CEO of Imagine HOlidays I would like to write to him on a personal matter. My email is kjmq@hotmail.com
My mobile is 0432 215 574. Thank you.
Keith Quinn
Why has my 1st review been rejected? It was posted but now rejected?
I am really sorry it was rejected Mags, that seems really strange its happened. Try this link see if it works any better for you .. fingers crossed! And also thank you it's great that you tried let'...
Read mores see if we can resolve this together: https://www.productreview.com.au/listings/imagine-holidays/write-review
Having just been advised of the cancellation of our KImberley experience packaged tour Ex Perth to Darwin, including accommodation extension which was added to our package by imagine holidays, a trip which was due to depart last Friday July 2, although a full travel credit voucher has already been issued ... we would like to know why a full refund was not offered? Documentation indicates packaged holidays cancelled by Imagine Holidays are eligible for full refund .. and a (very small) compensation payment of $70 ... and I see others posting to this site have received full refunds. Booking reference HPL-10646
Hello Dianne,
Thank you for your question....
Read more As your holiday was cancelled last minute due to COVID-19 border restrictions the suppliers cancelled your holiday - this was not a cancellation by Imagine Holidays. We are certainly happy to explain this further if you would like to call us on 07 3558 9800. Kindest, Hollie Customer Support ExecutiveGet an answer from our members and Imagine Holidays representatives
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Good Afternoon Kay,
Thank you very much for taking the time to provide your feedback. We take all of our customer concerns extremely seriously, and use them as an opportunity to improve the service we provide....
Read more I do have to apologise for the delay in providing you with your tickets, as I can appreciate that the delay you experienced is not the best way to start off a holiday. After reviewing your booking I can confirm that the issues that occured with your holiday tickets arose from our suppliers not providing your confirmation in sufficient time, and I must apologise again on their behalf. I have also sent you an email to the address you provided us to give some additional feedback regarding your concerns. I hope that this has helped clarify some of your concerns with your holiday package, and I hope you are having a fantastic time in Perth and onboard the Indian Pacific! Kindest Regards, Harrison