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prompt and personal
knew the subject and was accurate in their advice
The initial sales rep was excellent (nick jacson). however when i phoned back to confirm holiday , nick was off and agent was unhelpful as there was a discrepancy in price, After negotiation This was eventually coirrected to the price i was originally quoted.
I will definately book trhrough Nick again as he was very knowlegable and extremely helpful.
Excellent service, can't do enough for you!
Very fast response time and very helpful. We were delighted with the booking service.
I received a quick initial email reply but then asked follow up questions and didn't receive a reply. I called and asked for the agent to call back to answer my questions and didn't receive a call. I sent an email asking for a call back and still didn't receive a call or any reply. This was spread over 3 days. When I eventually called again and spoke to somebody else the service was good, my questions were answered and I booked the holiday quickly and without fuss.Our response:Sir - Thank you for your feedback. Whilst delighted that my colleague was able to assist, I am very concerned to learn that your initial contact wasn't followed up by our team. We're well on our way to establishing what went wrong and am grateful that you took the time to let us know.Kind regards
very helpful, responsive
Would have scored excellent if I could have made my booking online.
Although the website search features were much better than other sites, there was a long and tedious process on the phone to actually make the booking, giving full details twice for separate systems. At the end of which, the price was not as advertised - very misleading and disappointing.Our response:Sir - Having looked into how the booking was made in this instance, I do agree that the process could have been refined to make it more efficient. This is something that we've run through with our team member to ensure that others are not similarly disappointed. Please accept my apologies.
I can confirm that the room booked on your behalf in the chalet carried a supplement, hence the slight difference in the costings.Kind regards
service was great
Christian was efficient, and personable. Easy to relate to during the booking process.
Helpful and friendly service from Andrew and Helena - the latter who sorted out an error on the confirmation quickly and corrected documents and sent within minutes of reporting. Have booked through iglu before and would always come back to them with confidence
Very knowledgeable (on skiing options/locations) and helpful staff and with long opening times.
Very helpful and we are very pleased with the deal you found us
Great service and recommendations that suited me perfectly
Good customer service with cleat information
Initial service was very good however there was a mistake on the booking acknowledgement as a name was spelt incorrectly. I emailed back within an hour to the email address listed. 24 hours later I still hadn't had a reply to confirm the amendment. I then called to discuss the issue, selecting the option for people with bookings. I was on hold for 20 mins and gave up. I called back and selected the other option for new orders. The phone was answered immediately and they were more than able to make the necessary change. Why is the after sales service so abysmal?Our response:Sir - Thank you for your honest feedback. We've identified the time you called and are trying to get to the bottom of why you were not able to speak with our team. After all, we rarely have any moments of prolonged waits and typically our teams are ready and waiting calls. I am sorry that this was not the case in this instance.Kind regards
Holiday sorted and booked very easily by your first class phone operative !
Lucille was very helpful and excellent to deal with.
Can I suggest that for group bookings, you introduce a system that allows a realistic period of time to confirm numbers in the group and for the funds to be collected from each member of the group. The few days that appear to be the current policy will reduce the volume of business in the group sector.
I contacted Iglu at 5.15pm and their lines close at 5.30. At 5.45 we were still talking and at almost 6 o'clock Sam rang me back to confirm he had managed to get our skis on our flight. Throughout the call he was cheerful and friendly but also professional. When I rang him back the next day with a query he was still as helpful as ever.
Very easy experience. Lucy was brilliant.
Very efficient and dealt with a helpful, polite member of staff who made things very straightforward.
Mark Francis listened to what we needed and was very good with showing us specific holiday to our requirements. He was friendly and happy to give his opinion which was very much appreciated.
Requested a call back, but did not receive one.
When I called Igluski directly myself the service from then on was good.
My assistant Elliot was excellent. He held rooms for me whilst I checked with my family abroad so I didn't feel pressured or stressed. He found me the best holiday to suit my needs. Plus got back to me immediately everytime I emailed! Service was second to none. He reinstated my faith in the english travel industry after poor service last year booking a ski holiday. I will definitely be using you again!
We asked for infirmation one day and we received all the info possible. Our trip was booked fast and with knowledge.
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AAA Large Online Travel Agent of the Year 2013