Another great seam free experience with the team from IC, once again Charles Denman has been exceptional in his expertise content knowledge and sense of humour to make the booking process smooth as si... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Just returned from Imagine India holiday it was amazing. Our guide Jay was so knowledgeable and caring we never felt unsafe. We saw so much, the highlight being Taj Mahal and Shimla hiking in Himala... See more
Company replied
I found the Imagine Cruising office in Brisbane very friendly, informative and helpful. The whole holiday was very well organized and ran without a hitch. After our cruise on Azamara Pursuit, which w... See more
Company replied
Joshua in your Customer Support Team is exceptional. Very patient, helpful and polite. He very kindly gives good advice and recommendations. I'd be lost without his help. He's a great asset to you... See more
Company replied
Company details
Written by the company
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. More than just a cruise By taking pride in our relationships with cruise, rail and land partners, we’re able to 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. Discover an unparalleled collection of once-in-a-lifetime experiences in some of the most spectacular destinations on Earth. CRUISE & RAIL Just like cruising, with rail travel the joy is in the journey, an opportunity to discover rather than simply visit. Combined together they offer an irresistible draw for so many. Many of our cruise holidays encompass rail travel on some of the most iconic locomotives in the world. From the exquisite carriages of the Venice Simplon-Orient-Express to the majestic Indian Pacific and the sophisticated Rocky Mountaineer, there’s a rail experience for everyone. CRUISE & TOURING Our cruises paired with exciting land tours offer you a bespoke holiday experience and take you to some of the most famous natural and man-made wonders on our planet. From the majestic phenomenon of Iguazu Falls to the opulent palaces of India and the breathtaking ruins of Machu Picchu – our fully escorted tours empower you with the confidence to explore new places that you might have believed were once out of reach. CRUISE & EVENT From lively cliff-top concerts in Bali to chartering entire ships to create an exclusive entertainment programme for our customers, our unique and exciting events are what truly sets us apart. Whether you’re interested in fast and furious Formula One® Grand Prix™ World Championship action or dazzling musical performances from world renowned singers, we create once-in-a-lifetime experiences paired with incredible cruises, curated just for you. CRUISE & STAY Our meticulously crafted luxury cruise and stay holidays are designed with your relaxation in mind. Enjoy your downtime in carefully chosen hotels, all while embarking on journeys to some of the world's most extraordinary destinations by cruise. Whether you prefer intimate vessels or grand liners, cosmopolitan city breaks or beachfront havens, your next unforgettable holiday awaits with us. RIVER CRUISING From the enchanting Danube to the mystical Mekong, a river cruise offers you the chance to relax as you glide through some of the world’s most incredible waterways. Whether you’re a history lover, a culture enthusiast, or someone with a keen eye for architecture, you’ll enjoy immersive experiences that showcase the beauty of each stop. CRUISE DEALS If you’re looking for the latest cruise deals then Imagine Cruising has everything, from great value sailings to last-minute cruise and stay holidays. Our cruise deals include the latest exclusive offers and promotions from all the leading cruise lines. From short breaks to longer adventures, you'll find the best value cruises to the most popular destinations here. BOOK WITH CONFIDENCE Your holiday is ATIA and AFTA protected when you book with Imagine Cruising. Fully protected. Exceptional service and expertise. Highly recommended. Amazing value.
Imagine Cruising
Written by the company
- More than just a cruise
- We create cruise holidays for every type of traveller and every imagination. Imagine Cruising wants to take you beyond your cruising dreams. That's why we constantly search for new travel experiences and change the rules about what is possible - we call it 'The Imagine Cruising Way'. We put a huge amount of time and care into tailoring cruise holidays that offer you incredible value. You can explore cosmopolitan cities, escape to unspoilt sandy beaches and seek out the world's greatest wonders, all in one holiday.
- We've only got One Life
- “One day…” It’s something we’re all guilty of saying about the things we dream of doing. We procrastinate as life passes us by. But it shouldn’t be this way. The One Life ethos is about seizing the moment and living life to the full. It’s what we live and breathe here at Imagine, it’s at the very heart of our company values and the reason we do what we do. We’re all blessed with One Life, but within it there is literally a world of possibilities just waiting to be explored. It’s our mission to help you discover this amazing world, to inspire you and help you experience as many unforgettable moments as possible, providing memories to cherish forever.
- 2021 & 2022 Cruise and Luxury Rail
- Combine a cruise with an iconic train journey to see more of the world. From the plush comfort of your carriage, enjoy panoramic views of snow-capped mountains, barren deserts, opulent palaces and more while savouring the romance of rail travel. You’ll feel like you’ve travelled back in time to a more elegant era.
- 2021 & 2022 Cruise and Escorted Touring
- From the majestic phenomenon of Niagara Falls, to the wildlife hidden in the dense rainforests of Borneo, the opulent palaces of India to the weaving marvel of the Great Wall of China - our cruises paired with exciting land tours offer you a bespoke holiday experience and take you to some of the most famous natural and man-made wonders on our planet.
- Book with Confidence
- Your holiday is ATIA and AFTA protected when you book with Imagine Cruising. Fully protected. Exceptional service and expertise. Highly recommended. Amazing value.
Contact info
Imagine Cruising , Level 7, 301 Coronation Drive , 4064, Queensland, Australia
- 1800 958 405
- customersupport@imaginecruising.com.au
- imaginecruising.com.au
4.6
Excellent
3k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
So far everything has gone very well from airport pickup to transfer to and from Eastern Orient which was brilliant
So far everything has gone very smoothly with airport pick up and transfer to Eastern & Orient Express’s. Matthew has helped greatly with our enquiries.
13 October 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Lance,
Thank you so much for your kind words! We're thrilled to hear that your experience with the airport pick-up and transfer to the Eastern & Orient Express has gone smoothly.
It's wonderful to know that Matthew was able to assist with your enquiries and help ensure everything ran seamlessly.
We're committed to making your journey as enjoyable as possible and look forward to continuing to support you throughout the rest of your trip.
If you need anything further, don't hesitate to reach out. Safe travels!
Kind Regards
Josh
Customer Support
Once we paid a deposit
Once we paid a deposit, nobody showed any interest in follow up or assistance with any issue. A used car salesperson would do better !!. We had issues with substandard accommodation in 3 locations, Imagine did not care, overall very poor treatment from the Australian arm of this company, I learnt a lot about using Travel Agents and the mistruths and marketing BS they use to convince you. The use of staff who dont understand the audience or tour group along with a call centre who dont want to know about problems makes this a company to avoid, Interesting that they follow up a poor review with a phone call trying to get the review removed. Maybe if they tried hard to look after customers in the first place they wouldnt have poor reviews
15 June 2024
Unprompted review
Reply from Imagine Cruising Australia
Good Afternoon Glen,
Thank you for taking the time to leave your review. I am disappointed to hear that you feel that we have not attempted to assist you with your concerns regarding your holiday departure. I have reviewed the notes included on your booking, and I can see that several members of my management team have had extended conversations with yourself to attempt to help.
It was certainly not our intention to have you change or remove your review unless we genuinely assisted you at this time. My colleague was attempting to understand the concerns you raised here and to see if there was anything we could do further at this time.
Again, it is always disappointing to hear that our service has not met the expectations that you have put in place, but I can certainly assure you that it is not correct that we did not care or attempt to assist you.
Regards,
Harrison
Senior Customer Support Executive
CUNARD/ORIENT EXPRESS HOLIDAY
Recently arrived back from your Mediterranean 21 day cruise on Queen Victoria and rail journey on the Orient Express Package Holiday. Our first contact with Imagine Holidays was first class dealing with your booking lady Emer in the Perth Office.
Our cruise on Queen Victoria was wonderful. What an amazing ship and crew. Our Imagine representative in Venice (Maria) was a standout in both professionalism and helpfulness. Regrettably the same cannot be said for the Paris Imagine representative who basically dumped the group at the hotel never to be seen again and no advice re our transfer details to the airport for our flight home. We had to call the Imagine Office in the UK for confirmation of pickup times. Also, after being advised that our earlier notified hotel in Venice was being changed to another with a lower tariff, we would have expected to receive a refund or credit?
7 July 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Mr. and Mrs. Leonard,
Thank you for sharing your feedback about your Mediterranean cruise and rail journey on the Orient Express. We're delighted to hear that you had such a wonderful experience on Queen Victoria and that Emer from our Perth office provided first-class service. We’re also pleased that Maria in Venice stood out for her professionalism and helpfulness.
We sincerely apologise for the issues you encountered in Paris with our representative and the lack of communication regarding your airport transfer. This is not the level of service we strive to provide, and we will ensure that this feedback is addressed.
Thank you again for your feedback, and we hope to welcome you on another holiday in the future.
Kind Regards
Josh
Customer Support
Amazing service and helpful advice
I transferred my deposit to another holiday. Imagine staff were very helpful. After arrangements for my second selection, Jacqui from the Concierge Team, helped with suggestions and pulled together a holiday which looks even better than my second selection. She was incredibly helpful, always cheerful and offered excellent service.
30 August 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Vitoria,
Thank you for sharing your experience with us! We're delighted to hear that our team, especially Jacqui from the Concierge Team, was able to assist you in finding a holiday that exceeded your expectations.
It's wonderful to know that she provided you with helpful suggestions and excellent service while maintaining a cheerful attitude throughout the process.
We appreciate your kind words and look forward to helping you plan many more memorable holidays in the future!
Kind Regards
Josh
Customer Support
Great packaged holiday
Great packaged holiday, which included flights, cruise, Orient Express train ride and hotel stays with transfers.
Hotels chosen by Imagine were great 4 star hotels. Their holiday representatives made sure we were well informed and supervised.
Just an amazing holiday experience!
15 July 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Mitri,
Thank you for sharing your wonderful experience! We’re thrilled to hear that you enjoyed your holiday package, including the cruise, Orient Express train ride, and hotel stays with transfers. It’s great to know that the 4-star hotels we selected met your expectations and that our holiday representatives ensured you were well informed and supported throughout your journey.
We’re delighted that you had such an amazing holiday experience, and we look forward to helping you plan your next adventure!
Kind Regards
Josh
Customer Support
Not Good Enough Imagine Holidays
Imagine Holidays. The booking process was simple enough, and booking staff were helpful and courteous. The trip included a cruise around the Mediterranean, a duo of Italian Lakes, which was very enjoyable, plus a train journey from Tirano to St Moritz. The train journey is where our main issue arises. It was advertised in The Senior newspaper specifically as "Scenic Swiss Rail Journey On Board Bernina Express." The Bernina Express is not what we went on. We sent Imagine Holidays photos and website links of the only two trains that go from Tirano to St Moritz, plus photos of the train that our group were on. Contrary to all the evidence, Imagine Holidays continued to argue the point. We booked our holiday on the expectation of what we read. Naturally enough, we came away very disappointed and felt that this was false advertising. Imagine Holidays gave us $500 credit ($250 each) toward another holiday with them, which may amount to next to nothing because, at this stage, we do not feel like rebooking another holiday with Imagine.
10 June 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Gail,
Thank you for your feedback and for taking the time to share your recent experience with us. I'm pleased to hear that you enjoyed your Mediterranean cruise and the visit to the Italian Lakes, and that our booking staff were helpful and courteous.
However, I'm truly sorry to learn about your disappointment with the Bernina Express day tour. We strive to provide clear and accurate information in all our communications, and I regret that this part of your holiday did not meet your expectations. Please know that your concerns regarding the Bernina Day Tour have been taken very seriously.
The $500 credit was offered as a gesture of goodwill, but I understand your hesitation in rebooking with us. Your trust in Imagine Holidays is important, and we sincerely hope to have the opportunity to restore it. We genuinely value your feedback and hope to have the chance to make things right.
Warm regards,
Harrison
Senior Customer Support Executive
BEST CUSTOMER SERVICE EVER.I spoke with Ben today from Imagine…
I spoke with Ben today from Imagine Holidays and his customer service was fantastic. He spent a lot of time trying to sort out my problem. He even phoned me back when he noticed it hasn't been rectified. I can't speak of him highly enough.
15 July 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Davina,
Thank you for your glowing five-star review.
We are delighted to hear about your exceptional experience with Ben. His commitment to resolving your issue and ensuring you received the best possible service truly embodies the standards we uphold at Imagine Holidays. Your kind words are greatly appreciated, and we will be sure to pass on your praise to Ben.
Should you need any further assistance, please do not hesitate to contact us.
Best regards,
Harrison
Senior Customer Support Executive
I have found the Imagine Holiday Staff…
I have found the Imagine Holiday Staff to be extremely helpful in every aspect of our booking
12 June 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Brian,
Thank you so much for your wonderful five-star review!
We are thrilled to hear that you found our staff extremely helpful in every aspect of your booking. At Imagine Holidays, our goal is to ensure that every part of your holiday experience is seamless and enjoyable. Your kind words reaffirm our commitment to providing exceptional service to our guests.
If there is anything else we can assist you with or if you have any future travel plans, please don't hesitate to reach out. We look forward to welcoming you on another unforgettable journey.
Warm regards,
Harrison
Senior Customer Support Executive
Holiday Refund
Although it was a long time ago when our holiday was cancelled because of covid I really appreciate the call from Harrison confirming the refund.
I thought the money was lost forever.
Many Thanks Harrison for your great service.
Gerald Hardman.
27 May 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Gerald,
Thank you for your kind words. We're very glad to hear that Harrison was able to assist you and confirm your refund for the holiday that was cancelled due to COVID-19.
Your appreciation means a lot to us, and we'll be sure to pass along your thanks to Harrison. If there's anything else we can do for you, please don't hesitate to reach out.
Kind Regards.
Josh
Customer Support
Trip query.
Spoke to Jacqui about an upcoming trip. She was so helpful & suggested things that we had not even thought of. 10 out of 10.
20 May 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Judy,
Thank you for your fantastic five-star review. We are delighted to hear about your positive experience with Jacqui. It's wonderful to know she exceeded your expectations and provided insightful suggestions for your upcoming trip.
Your kind words will certainly be shared with Jacqui. We look forward to assisting you further and making your journey next year truly memorable.
Warmest regards,
Harrison
Senior Customer Support Executive
Azamara Freo Cruise. Overall good and great value. Return flights on BatikAir a nightmare. Delayed and no food supplied. Overnight HK too brief. Imagine listened but didnt act or compensate.
Cruise in February 2024 on Azamara Journey Fremantle to HK
20 February 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Karen,
Thank you for sharing your feedback regarding your recent cruise experience aboard the Azamara Journey from Fremantle to Hong Kong. We truly value your insights as they help us continuously enhance our services for our discerning guests.
We sincerely apologise for the inconveniences you encountered during your journey, particularly with the Batik Air flights. It is regrettable to learn about the delays and the lack of food provided during your flights. Please be assured that we take your feedback seriously, and we have ceased using Batik Air for flight departures. Ensuring the comfort and satisfaction of our guests is paramount, and we are committed to providing seamless travel experiences.
Your comments about the brief overnight stay in Hong Kong have also been noted, and we will review our itinerary to ensure sufficient time for exploration and relaxation in future voyages.
We understand your disappointment regarding the perceived lack of action or compensation despite your concerns being raised. Please know that we do take all feedback into consideration, and while immediate action may not always be apparent, we continuously strive to improve our services based on our guests' input.
We are pleased to hear that overall, you found your cruise experience to be good and great value. We hope that despite the challenges, you were able to enjoy the exceptional offerings and experiences aboard the Azamara Journey.
Thank you once again for your valuable feedback, Karen. We hope to have the opportunity to welcome you aboard again in the future, where we can provide you with an even more memorable and seamless voyage.
Warm regards,
Harrison
Senior Customer Support Executive
Just an update on Imagine holidays
Just an update on Imagine holidays. So far very good. I booked last year 2023 for October 2024.
I/we had some misunderstandings at first but all proving good in 2024.
I upgraded my airfares from economy to premium economy, all went smoothly. All seats on all flights are reserved, once again all went smoothly.
Because of my age ,76, I refuse long flights. Again Imagine came to the party and booked me overnight in Singapore and on again to Tokyo next day. Again no problem.
What can I add. The holiday is still some months away, October so I will add more reviews when needed.
If you are contemplating a booking with Imagine , I have found it an easy experience.
1 May 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Jim,
Thank you ever so much for taking the time to share your experience with Imagine Holidays. It's delightful to hear that your journey with us has been off to a splendid start.
We truly appreciate your patience and understanding regarding any initial misunderstandings, and we're thrilled to hear that everything has been smoothing out as we approach your holiday in October 2024. It's our utmost priority to ensure that each step of your booking process is seamless and stress-free, so we're delighted to hear that your upgrade to premium economy and seat reservations went smoothly.
Your comfort and convenience are of paramount importance to us, which is why we were more than happy to accommodate your preferences for shorter flights and arrange an overnight stay in Singapore en route to Tokyo. We're pleased to know that this arrangement met your needs without any hassle.
As October draws nearer, we're here to assist with any further arrangements or inquiries you may have. Your feedback and ongoing support mean the world to us, and we eagerly await the opportunity to continue exceeding your expectations.
Thank you once again for choosing Imagine Holidays, Jim. We're honoured to be a part of your travel plans, and we look forward to making your upcoming holiday an unforgettable experience.
Warm regards,
Harrison
Senior Customer Support Executive
Wonderful service and advise.
Excellent advise on what to do with the time available after leaving cruise ship and being able to book in at the hotel, and not waist a day of sightseeing.
Hop on Hop-off, solved the problem.
Jacqui sent me the link to their website, problem solved.
I feel that was an excellent solution and am looking forward to doing it.
Keep up the excellent work. Regards, Lorraine.
19 April 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Lorraine,
Thank you immensely for your glowing review! We're thrilled to hear that our team, especially Jacqui, could provide you with such excellent advice and assistance. It's always our aim to ensure our guests make the most of their time, whether it's on board one of our cruises or exploring a new destination.
We're delighted that our recommendation of the Hop-on Hop-off service helped you optimize your sightseeing experience and make the most of your time after disembarking. It's fantastic to know that you found the solution to be so effective and convenient.
Your kind words truly motivate us to continue delivering exceptional service and tailored recommendations to all our guests. We're eagerly awaiting the opportunity to welcome you on board again in the future for more unforgettable experiences.
Warm regards,
Harrison
Senior Customer Support Executive
GREAT team offering excellent travel deals
I delighted in our recent cruise on Queen Victoria from Sydney to Singapore
The deal was fabulous and the sales/support team were efficient, patient and easy to speak to. Thank U especially to Josh who willingly and patiently followed up on my questions and requests
Emer was fabulous and tenacious in organising our next cunard cruise during cherry blossom time in Japan next March. Emer managed to seal the deal as we boarded the Queen Victoria this time!!!! Another top effort as she was in Perth whilst we were 3 hours ahead
Today Jacqui has been most observant and diligent fine tuning personal details on my file and that of my travelling companion
BRAVO x3!!!!!
Imagine is a great company with competitive deals and a truly fabulous, knowledgeable staff
28 March 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Annette,
Wow! Thank you so much for sharing your delightful experience of your recent cruise onboard Queen Victoria from Sydney to Singapore. We are absolutely thrilled to hear that you had such a fantastic time and that you found our team and services to be exceptional.
Your kind words mean the world to us, and we're elated to know that you found our deal fabulous and our sales/support team efficient, patient, and easy to communicate with. It brings us immense joy to hear that Josh went above and beyond to address your questions and requests with willingness and patience. We will definitely pass on your gratitude to him!
We are equally delighted to hear about Emer's fabulous and tenacious efforts in organizing your next Cunard cruise during cherry blossom time in Japan next March. Emer's dedication to ensuring a seamless experience for our clients truly shines through, and we're so glad she could seal the deal for you even while being in Perth with a three-hour time difference!
Furthermore, we're thrilled to hear about Jacqui's observant and diligent attention to fine-tuning personal details on your file and that of your traveling companion. It's always our aim to ensure every aspect of your journey is personalized and tailored to your preferences, and it's wonderful to hear that Jacqui's efforts were appreciated.
Your triple Bravo is music to our ears! At Imagine Holidays, we take great pride in providing competitive deals and outstanding service delivered by our knowledgeable and dedicated staff. Your words of praise motivate us to continue delivering excellence and exceeding your expectations.
Thank you once again for choosing Imagine Holidays and for taking the time to share your glowing feedback. We can't wait to welcome you aboard your next adventure and continue creating unforgettable memories together!
Kind Regards
Josh
Customer Support
No Follow-up with this Company
Hard to believe people are giving Imagine Holidays a five star rating. I guess we’re the unlucky ones. When something looks too good to be true, it usually is.
First of all, we booked our holiday package on a Friday and the following Monday they reduced the price. When I called they said they wouldn’t give us the reduced price but would upgrade us to an oceanview cabin. We didn’t want the oceanview cabin. We wanted the discounted price based on our original cabin category. They wouldn’t do that so we ended up paying $1,000 each more when people who booked on the Monday got the discount price ($1,000pp less than what we paid). We couldn’t cancel because our hefty deposit was non refundable so they had us between a rock and a hard place. So upsetting given we are retired and on the pension and don’t have a lot of money for holidays.
Secondly, they said they would contact us in February 2024 to talk about flight options. I emailed half way through February to see when we could expect to talk to someone and they said it would be March 2024. Well, we’re into April now and after emailing one more time in mid March, we haven’t heard anything. Just ignored us that time.
It seems like we are not valued customers.
All I can say is be careful. If this is what it’s like through the booking process who knows what we can expect on the tour.
It’s too bad. Booking a package holiday should be carefree. Now we’re worried we may be left high and dry somewhere and alone, since we can’t get a response through their customer service department who is usually the first point of contact for most companies.
1 April 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Rhonda,
Thank you for your review.
I understand that your feedback was escalated to our management team who spoke with you about these concerns last December.
Again, I wish to assure you at the time in which you booked; you were provided with the best available pricing that we had available for that package. Since the time of your booking, there was a price change of the package offering to the market. This was enacted as the supplier extended a promotion where they provided a free upgrade on inside cabins. This promotion was only applicable to new bookings and could not be retroactively applied to bookings which had already been made. We understand the timing is not great in your circumstances, but this does not take away from the fact you were provided the best price available.
I am sorry to hear that you feel you are not a valued customer. I can assure you we absolutely do value all of our passengers and always thrive to answer any phone calls or emails in a timely manner. I understand that you just recently spoke with one of my colleagues who is currently assisting you with your flight enquiry and I am sorry to hear it has taken a little bit longer that expected to process your request.
We have a dedicated customer service team who answer all inbound phone calls and emails in a timely manner. If ever you require any further support, please don't hesitate to call us on 0735589874 or email us at customersupport@imagineholidays.com.au
Warm regards,
Sara
Customer Support Executive
Throughout the process of booking our Vietnam/ Cambodian trip…
Throughout the process of booking our holiday the staff at Imagine Holidays have been very helpful and give the impression that they want to interact with you and provide assistance. In the last few days I had particular queries re our holiday which commences on the 20 March and Lauren R from the customer support team has responded in a timely manner with all the information I required. Previously I had contact with Daniel Hettner from the customer service team who likewise was very helpful and pleasant
11 March 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Graeme,
Thank you for taking the time to share your positive experience with Imagine Holidays. We are delighted to hear that our dedicated team, including Lauren and Daniel, has provided you with excellent assistance.
Your kind words are truly appreciated, and we are thrilled to know that our team's commitment to helpfulness and prompt responses has contributed to your satisfaction.
As your holiday approaches on the 20th of March, please feel free to reach out if you have any further queries or require additional information. We look forward to ensuring that your upcoming journey with Imagine Holidays exceeds your expectations.
Wishing you a delightful and memorable holiday experience.
Warm regards,
Sara
Customer Support Executive
Imagine Holidays
Itinerary and Products
Sooo much went wrong with this trip that was not controllable by Imagine Travel but so much this trip was poorly arranged and timetabled! We cannot believe that travelled so far and did not see anything of Johannesburg, no drive through of a major world city. Bakubung Park fortunately was a great experience.)Except for the South African Tour Guide who redirected the bus driver to drive past the Union Building in Pretoria, we saw nothing of this city either! Absolutely farcical and directly due to the planning of Imagine Travel.
As for the Blue Train trip, Imagine Travel should have withdrawn this product from sale. We booked this trip many many months ago, absolutely long enough for Imagine to review the trip product and quality!
The travel route from Pretoria to CapeTown meant that the advertised trip to Kimberley Diamond Mine never happens due to timing so Imagine was complicit in this false advertising.
Imagine should have been aware of the abysmal state of South African Rail infrastructure. We spent hours standing still in sealed carriages ,electrical cables draped over our carriage, 18 hours of no running water, no flushing toilets. This is what we associate with the Imagine Brand now.
Finally we were off loaded several hours away from Our destination of CapeTown. We arrived at 11:30 pm having lost any chance of seeing another African city. We were greeted by an Imagine representative and a full buffet dinner but absolutely no acknowledgment of the several days of disaster that had preceded this. Once again absolutely no opportunity to see the city after travelling so far from Australia. Unbelievable!!! One extra day programmed into this terrible itinerary would have made all the difference to how negatively we feel about Imagine Travel !
Awful tedious embarkation procedures, unavoidable due to huge numbers ( we understand).
Queen Mary2 is beautiful but the amount of gastrointestinal illness onboard may have been related to the severe hygiene risk we were exposed to on the Blue Train !
Unfortunately, we will never know!
21 January 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Liz,
Thank you for sharing your feedback with us. I can assure you that we have received it and our specialist Customer Relations team, led by Alex, will be in touch to discuss your concerns. We apologize for the challenges you faced during your trip and appreciate your insights. Your feedback is invaluable in helping us improve our services. Please accept our sincere apologies for any inconvenience caused. We are committed to addressing your concerns and enhancing our offerings for future guests.
Warm regards,
Harrison
Senior Customer Support Executive
Catelyn at Imagine Holidays did a great…
Catelyn at Imagine Holidays did a great job sorting out my issues on today’s phone call.
Also our recent holiday to South Africa + Rovos Rail+ Azamara Pursuit cruise from Capetown from 6 January
2024 went seamlessly. Well done to Imagine Holidays AUS.
Only hiccup was gastro on the ship! Seems it had been on ship since October 2023. Azamara informed us only AFTER we boarded the ship! Best kept secret by Azamara.😡
Have informed Imagine Holidays and they’re looking into it.
19 February 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Heather,
Thank you very much for taking the time to share your feedback with us. We're thrilled to hear that Katelyn provided excellent assistance during your recent phone call. Ensuring our guests' concerns are addressed promptly and effectively is always our priority, and we're glad to hear that Katelyn was able to sort out your issues.
Moreover, we're delighted to hear that your recent holiday to South Africa, including the Rovos Rail and Azamara Pursuit cruise from Capetown, went seamlessly. It's wonderful to know that you had a fantastic experience overall.
However, we are truly sorry to learn about the unfortunate experience with gastro on the ship. We understand how concerning and disappointing this must have been for you. Please rest assured that we take matters like this very seriously, and we are currently looking into the situation with the utmost urgency.
Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention. We will work closely with Azamara to ensure that such incidents are addressed promptly and that our guests are well-informed in the future.
Thank you once again for choosing Imagine Holidays. We sincerely hope to have the opportunity to welcome you back on another unforgettable journey soon.
Warm regards,
Harrison
Senior Customer Support Executive
Airline changes…
We had several changes to our return flights from Singapore with Philippine Airlines. Wouldn't recommend them. We were able to get flights with Qantas thanks to Tom at Imagine Holidays. We had a package booked with Imagine Holidays. We found it very frustating with the changes as our return date kept changing but every time Imagine Holidays helped us out with an extra night in Singapore at their cost. The last change which Tom did was very prompt and now we can relax that we are no longer flying with Phlippine Airline. No doubt there was a cost that Imagine Holidays absorbed. Would certainly recommend Imagine Holidays for travel.
Thanks
Bev N.
13 February 2024
Unprompted review
Reply from Imagine Cruising Australia
Dear Bev,
Thank you immensely for taking the time to share your exceptional experience with us! We sincerely appreciate your kind words and are thrilled to have been able to assist you during what sounds like a challenging situation with your return flights from Singapore.
We understand how frustrating flight changes can be, especially when it affects your travel plans. We're delighted that Tom was able to secure alternative flights with Qantas for you, providing a much-needed solution to your predicament.
At Imagine Holidays, we always strive to go above and beyond for our guests, and it's heartening to hear that we were able to accommodate your changing travel dates by providing additional nights in Singapore at our expense. Your comfort and peace of mind are paramount to us, and we're glad that our efforts helped alleviate some of the stress associated with the flight changes.
Rest assured, absorbing any additional costs to ensure your satisfaction is a small price to pay for the level of service and care we aim to provide to our guests.
Thank you once again for your glowing recommendation of Imagine Holidays. We look forward to the opportunity to assist you with your future travel plans, ensuring they are smooth and hassle-free from start to finish.
Warm regards,
Harrison
Senior Customer Support Executive
2023 Northern Lights & Christmas…
2023 Northern Lights & Christmas Markets Tour. Staying on board the river cruise Emerald Sun was excellent but didn't like staying anchored overnight waiting for more passengers to arrive. The Hurtigruten ship is a cargo ship and passenger ferry. The lunchtime food was very salty, nice though, cabins not suited for the time on board. When arriving at Kirkenes, get off as the ship does not dock for extra tours on the way back. Those few days were very boring as they did not open the bar until later in the day. I recommend Bergen to Kirkenes only. Fly to another country from Kirkenes.
27 November 2023
Unprompted review
Reply from Imagine Cruising Australia
Dear Michele,
Thank you for taking the time to share your feedback on your recent 2023 Northern Lights & Christmas Markets Tour. We appreciate your insights and are delighted to hear that your stay on board the river cruise Emerald Sun was excellent.
We understand your observations regarding the Hurtigruten cruise ship, which functions as a working, expedition vessel rather than a traditional ocean liner. Your point about the difference in amenities and luxury is well noted, and we will certainly consider this aspect in our future communications about this particular cruise.
We regret to hear that the wait for additional passengers and the overnight anchoring didn't meet your expectations. Your feedback on the lunchtime food and cabin suitability is also valuable, and we will review these aspects to enhance the overall experience for our guests.
Regarding your suggestion to limit the route from Bergen to Kirkenes and potentially fly to another country from Kirkenes, we appreciate your perspective. We will take this into consideration for future itineraries to provide a more tailored and enjoyable experience for our passengers.
I would also like to confirm for you that your feedback regarding the operation and suitability of your cruises has been passed onto Hurtigruten and Scenic Cruises (the operators of the Emerald Sun) as information regarding their services. If you would like to do so, I would also recommend reaching out to the cruise lines directly to pass on your feedback.
Thank you again for sharing your thoughts, Michele. We truly value your feedback as it helps us strive for continuous improvement. If you have any further comments or concerns, please feel free to reach out.
Kind regards,
Harrison
Senior Customer Support Executive
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.