Planet Cruise Reviews 51

I would like to give zero starI needed help while in Australia . There is no contact with planet cruise totally stranded. I have had problems with the hotel they booked. The airport xfer. Xfer from hotel to cruise ship. Airport lounges. I will never use this company again and recommend anyone else not to use them either.

DO NOT USE worse company ever to deal with. Booked a cruise today and all the details wrong. Taken all day to get any satisfaction, staff not trained and cannot get through to anyone in charge . AVOID!!!

Just back from a sun process cruise on the 9th July 2025, We endured problems on every flight.Manchester- Frankfurt then Frankfurt- Athens then homeward bound
Istanbul- Frankfurt then connecting flights
Frankfurt- Manchester., on every occasion at least a hour late.
Then the taxis booked in package were late or sent wrong size transfer bus for four people!!!!!
I rung planet cruise to complain on the 22nd July and having gone through everything the lady(nadine) said she’d pass it onto customer relations to phone me but i would receive an email first
Guess what????? No email recieved.it’s like we’ve had your money so basically tough, I’ll never book anything again through them after 5 cruises because I would rather take my business and money to some company more responsible…..

Have taken my money knowing that the grade of cabin was unavailable. Have told me that a refund would be forthcoming but have heard nothing more so have made a claim with barclaycard under section 75. This is how they treat regular customers, this was the fourth cruise booked in the last year.

I’ve been cruising for 30 years used planet cruise for my last booking on p/o Iona payed for coach transfers when I tried to book the coach thy said the coach was full phoned up planet cruise on hold for 2 hours told them about my problem next thy said I can have £70 pounds onboard credit I said no to £70 pounds planet cruise sent emails saying they will cancel my cruise to my astonishment I phoned planet cruise was on hold again for 2 hours again telling them not to cancel my cruise i made my own arrangements to Southampton and return please don’t book with this company customer service is very poor.

Stay clear of this company at all costs! Booked a cruise which included a full beverage package and got on board to find that they forgot to include the package and they would not email the cruise line to state it was their mistake. Had to purchase another package as the advisor on the phone said they couldn’t do anything about it. Zero customer service - go with Cruise Nation or book direct but DONT touch planet cruise.

After Planet cruise meneger Donna call,my pasmaker stopet.
She tysing me 50 minits.I cry.Emergensy took me to hospital.
Today I come back to home.
And see in P&Q cruise line.
My medical form and my friend medical form are change 12of Desember.
This day calling me Donna from Planet.
I try call and asked send me this medical forms to me.
Whot she write on my and my friend medical forms we don't now.
But we need see.
I call to day.Wate 47 minits.
Girl every time conect to Donna.
Girl say I dint see MY MEDICAL FORM AND WE DIDNT SEE MY FRIEND MEDICALL FORM.
After Iglu send me letter,that MY AND MY FRIENDS MEDICAL FORM IS SECURITY.
SORRY.
IGLU.
NOT NORMAL.
THIS IS CRIMINAL.
PLEASE .
HELP ME.
WE NEED SEE WHOT MENEGER DONNA,WRITE ON MY AND MY FRIEND MEDICALL FORM.
EDITA MACKEVICIENE

Our dream tailored cruise package to celebrate a major birthday costing £7k has been significantly changed. Our departure point is now Hong Kong and consequently not Manila and our 2 extra nights in Manila can no longer happen. We understand problems can arise however it is the communication or complete lack of any that's a problem. You may even get through to customer services but they cant help you when you do or transfer you nowhere (that has to be one of their best sucker customer options). Whilst we were advised by an online unconnected forum and the Norwegian cruise line a week ago we have heard nothing from the Planet Cruise tailored team (change team) and all attempts to understand a way forward have failed. We do not think we can now cancel even though it's months away and a major change and I was advised yesterday that we may simply lose the 2 days we have tagged on and paid for at the end, they couldn't guarantee a like for like replacement (all depends on Norwegian apparently though I can't see why?) I have no idea when they will shed light on it meanwhile I have been put on hold countless time. The change team cannot be contacted. I suspect they are focussed on new business. Take my advice do NOT book with them. If you have a problem they simply won't treat it with any importance. No idea how this will turn out but I will keep this forum and other social media sites posted. I would not wish anyone else to suffer this. It's truly horrific.

Trying to change a booking states they are open on the website but unable to get through. Wanted to change a name on the booking as my husband got a serious illness was told by one receptionist could only change the name of one person, then told my another both names could be changed for a fee. Even this fee changed from £75 to £100. Better book directly and avoid this company. Wouldn’t use them agai.

They are very quick to take your deposit.
If you have any further queries or last-minute emergencies, they don’t answer the phone and when they do answer they cut you off after 45 minutes of hanging on the phone!!!! I then contacted them by the form on the website they assured me somebody would get back to me but they haven’t. I have Used the messenger box they said the retention office will call me back. I am still waiting. They caught me off the phone on 2 occasions.
I am still waiting. This is so stressful.🥵😩

Really really poor (non existent) after sales customer service. No one contacts you back despite promises - been lied to on two occasions about staff members being on leave. Left with no outbound flight two weeks before a cruise and no prospect of fixing it. Don't put yourself through the stress

Wish I had checked reviews first. As said a slick website and making a quote enquiry I ended up fully booking. Only issue was an incorrect first name for a passenger, ok my geriatric fault but wasnt directed to a final details page to check. I then notified them via the customer service form of the correct info on the same day. When i get the booking confirmation it says to check and notify within 48 hrs beyond this there could be charges. I told them same day! 2 days after i notified them i get a £50 charge and basically if i dont pay up i wont get my cruise. After 14 mins phoning they answered and then cut me off. Impossible to get past AI chat unless you lie and say travelling this week. Then get quoted T&C's different to booking confirmation. Moral is make sure everything is correct at time even if not sure if actually finalising a booking. 2 different T&C's is unacceptable. They are also Iglu not made clear when booking so a surprise to get a payment code link from Iglu which you then wonder if a scam. Hopefully there will be no more problems but not a good start.

A company with a great system for sales but terrible after-sales service. I would advise anyone to avoid booking with them. Choose a better travel agent, they are out there.

Planet Cruise are misleading, their communication systems don't work leading to frustrating attempts to get issues sorted out.

The catalogue of disaster stories - failed bookings of hotels and transfers, delayed refunds and even cancelled trips added to the inept customer service I received lead me to cancel my booking losing £550 in the process. Assistant in cancellation couldn't give a damn.

I have submitted a complaint for all the good it will do.

Nearly mpossible to contact once you have booked. You are constantly referred to their help page, which doesn't offer help, and there online chat facility, which is rubbish. I feel as though I am on my own should anything go wrong or need assistance

Beware. Company said the reached out but I wasn’t informed. Try cruise 118 excellent communication .company removed original complaint as I didn’t reply to email in junk.

You just can't speak to anyone one the robot chat is useless. Worst customer service I've encountered in a long time.

Booked on Marella discovery which is a 30yr old ship & it shows. Poor or no air conditioning & controller unsafe & hanging off the wall, no fans supplied

Room is so dated as is the whole ship with no fridge in the room so the supplied water is too warm to use

I will never book via planet cruise again & certainly won’t be on another Marella ship given I paid a lot of money for a shocking cruise ship which is the worst I’ve ever cruised on

Ive booked a cruise with this company and Ive rung them 4 times to amend the booking. Every time I have been cut off! I have emailed them several times as well and no replies to them either. Absolutely pathetic, with zero customer service.

Booked a cruise with Planet and basically you are better off doing everything yourself. Other than book a date and take your money not interested, refer to manage online or contact cruise line direct ... rubbish.

Terrible service, waited a week for a reply, and the info was no more than what’s on the Planet Cruise website.
Utter rubbish .