Cruise Refund

Minnie30

My May cruise with Celebrity was cancelled on March 25th due to COVID19.
I emailed my Travel Agent Iglu Cruise that same day to request a refund. We didn’t want to accept future cruise credit as my husband has cancer and may not be able to travel next year. 

After numerous phone calls and emails to Iglu I still haven’t received my refund. They keep giving me various excuses and blaming Celebrity. 

Has anyone else had this same experience and how have you dealt with it?
i have emailed Iglu cruises CEO and received emails from Sarah Reed his secretary but she has still not helped or offered any explanation for this huge delay in giving me my money back

macman

It's nothing to do with Celebrity: your contract is with Iglu.
After 14 weeks I'd do a chargeback, assuming you paid by card, as you've waited long enough. Email Iglu, LBA, giving them 7 days.
If this was an ATOL-certified package, (you don't specify) then they had 14 days to refund from 25/3.

mufi

Minnie30 said:

My May cruise with Celebrity was cancelled on March 25th due to COVID19.
I emailed my Travel Agent Iglu Cruise that same day to request a refund. We didn’t want to accept future cruise credit as my husband has cancer and may not be able to travel next year. 

After numerous phone calls and emails to Iglu I still haven’t received my refund. They keep giving me various excuses and blaming Celebrity. 

Has anyone else had this same experience and how have you dealt with it?
i have emailed Iglu cruises CEO and received emails from Sarah Reed his secretary but she has still not helped or offered any explanation for this huge delay in giving me my money back

Lots of other people on Celebrity, plus P&O, Cunard etc (see posts on cruisecritic, fb, twitter) and Iglu gets a few mentions. Many are now going down the chargeback/S75/letter before action route. The record wait for P&O Cruises is, I think, 110 days or thereabouts. macman has given you good advice. You are very wise to avoid FCC; your husband's condition notwithstanding (and I do hope he's well enough to travel again next year), the future of cruise holidays as we knew them looks very uncertain.

Minnie30

Unfortunately due to the charges I paid from my bank account so can’t do the chargeback but it was a package holiday so I assume I am ATOL covered? 

Even their CEO’s secretary keeps promising the refund but it still hasn’t appeared. 

Any advice would be very welcome. 

Thank you

macman

If you have an ATOL cert and it says package, then yes. But all that does is cover you if Iglu go bust-it won't get you your refund any quicker. 
'Paid from your bank account' means what? Debit card or bank transfer?  Debit card enables you to do a chargeback. Surcharges for card payments have not been allowed since Jan 2018, so I don't understand your comment about fees? Never ever pay for a big ticket item by bank transfer: it gives you no protection at all.

CheekyMonkey68

Hi, I booked a cruise with Planet/Iglu in feb 2020 for a May cruise 2020 with Royal Caribbean. Which they cancelled. I requested refund with Planet/Iglu on 10th June, who this week have said that RC have advised that I can only have a FCC not a refund. I checked with RC who confirmed they had received the cancellation email from Planet/Iglu on June 11th 2020 but for some reason it was still a FCC on their system and that they had not refunded my booking back to Iglu, and so would expedite the refund. It could take another 100 days for RC to refund Iglu and then Iglu refund me. Its now 102 days and I want to get it resolved. Can I send Iglu  the 14 day legal letter now for court claim or do I send it to RC? or must I wait until the funds are paid back to Iglu before I can start the legal process with Iglu? 
Thanks in advance
Andy

sunnysideup43

Would be interested to know whether your claim was resolved.  We've now been waiting for over 140 days and still counting.  Can't get a response from Iglu or their CEO.  Surely there must be a way!  

tricia031430

My cruise was cancelled on 6th April (Departure date 10th May).  I received email confirmation from Iglu on 22nd May, that I would be getting a refund and 7 months from the date of cancellation, I am still waiting for a refund.  This company are absolutely disgraceful.  I have registered a complaint with the Competition and Markets Authority, but heard nothing from them.  Does anyone have any other ideas as to how I can get my money back.