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RichardK479
Appalling Customer Service
Imagine Holidays Uk的点评
点评：Holiday was a Japan Silversea cruise with some bolt ons by Imagine Cruising (which is the same as Imagine Holidays based on their address) at the start.
The Silversea part was flawless and absolutely amazing. However, the IC part of the holiday was awful. My complaint to them had this in it: In my view, Imagine Cruising had 6 functions to perform:
Organise flights
Provide transfer on arrival
Book a decent hotel for arriving guests
Organise a tour to Mt Fiji
Liaise with Silversea
Organise departure transfer
The first and fourth of these (flights and Mt Fuji tour) were correctly carried out .
You failed totally on the 2nd as documented and which caused huge amounts of stress .
You failed on the 3rd. A hotel with renovation work going on, minimal seating in the reception area and around 6 hours to wait before rooms were available tell their own story.
You failed on the 5th. The itinerary provided by you did not correspond to the actual itinerary and, in fact, was out of line with that on the Silversea website at least a month before departure.
You failed on the 6th. A pickup which was directed to the wrong port causing confusion, panic and stress. Note that some part of your organisation got it right as passengers going to Narita had valid pickups.
Following up, IC refunded our additional taxi fare and a £200 voucher valid only for one year but nothing else. Even when I asked that they convert the voucher to a donation to charity (I was not trying to make money out of their incompetence) they refused that. Since then I have found other review sites where many people have had poor experiences. their customer service is non existent and you should book with them at your peril.
The Silversea part was flawless and absolutely amazing. However, the IC part of the holiday was awful. My complaint to them had this in it: In my view, Imagine Cruising had 6 functions to perform:
Organise flights
Provide transfer on arrival
Book a decent hotel for arriving guests
Organise a tour to Mt Fiji
Liaise with Silversea
Organise departure transfer
The first and fourth of these (flights and Mt Fuji tour) were correctly carried out .
You failed totally on the 2nd as documented and which caused huge amounts of stress .
You failed on the 3rd. A hotel with renovation work going on, minimal seating in the reception area and around 6 hours to wait before rooms were available tell their own story.
You failed on the 5th. The itinerary provided by you did not correspond to the actual itinerary and, in fact, was out of line with that on the Silversea website at least a month before departure.
You failed on the 6th. A pickup which was directed to the wrong port causing confusion, panic and stress. Note that some part of your organisation got it right as passengers going to Narita had valid pickups.
Following up, IC refunded our additional taxi fare and a £200 voucher valid only for one year but nothing else. Even when I asked that they convert the voucher to a donation to charity (I was not trying to make money out of their incompetence) they refused that. Since then I have found other review sites where many people have had poor experiences. their customer service is non existent and you should book with them at your peril.
翻译：这次假期是乘坐银海邮轮（Silversea）的日本航线，并在行程开始时通过Imagine Cruising（地址相同，与Imagine Holidays是同一家公司）预订了一些附加项目。
银海邮轮的部分完美无瑕，令人惊艳。然而，Imagine Cruising的部分却糟糕透顶。我的投诉内容如下：在我看来，Imagine Cruising有六项职责：
安排航班
提供抵达接送服务
为抵达的客人预订一家合适的酒店
安排斐济山之旅
与银海邮轮联络
安排离境接送
第一项和第四项（航班和富士山之旅）都已正确完成。
正如记录所示，你们在第二项上完全失职，给我造成了巨大的压力。
你们在第三项上也失职了。酒店正在装修，接待区座位很少，而且房间需要等待大约6个小时才能入住，这些都足以说明问题。
你们在第五项上也失职了。您提供的行程单与实际行程不符，事实上，至少在出发前一个月，您提供的行程单就与银海邮轮官网上的行程单不符。
6号那天，您又出了差错。接机人员被安排到了错误的港口，导致乘客们感到困惑、恐慌和焦虑。值得注意的是，贵公司部分人员的工作是正常的，因为前往成田机场的乘客都收到了有效的接机信息。
事后，洲际邮轮退还了我们额外的出租车费，并给了我们一张价值200英镑、有效期一年的代金券，除此之外没有其他补偿。即使我要求他们将代金券转为慈善捐款（我并非想利用他们的失误牟利），他们也拒绝了。之后，我在其他点评网站上看到许多人也有类似的糟糕体验。他们的客户服务形同虚设，建议您谨慎选择他们的服务。
银海邮轮的部分完美无瑕，令人惊艳。然而，Imagine Cruising的部分却糟糕透顶。我的投诉内容如下：在我看来，Imagine Cruising有六项职责：
安排航班
提供抵达接送服务
为抵达的客人预订一家合适的酒店
安排斐济山之旅
与银海邮轮联络
安排离境接送
第一项和第四项（航班和富士山之旅）都已正确完成。
正如记录所示，你们在第二项上完全失职，给我造成了巨大的压力。
你们在第三项上也失职了。酒店正在装修，接待区座位很少，而且房间需要等待大约6个小时才能入住，这些都足以说明问题。
你们在第五项上也失职了。您提供的行程单与实际行程不符，事实上，至少在出发前一个月，您提供的行程单就与银海邮轮官网上的行程单不符。
6号那天，您又出了差错。接机人员被安排到了错误的港口，导致乘客们感到困惑、恐慌和焦虑。值得注意的是，贵公司部分人员的工作是正常的，因为前往成田机场的乘客都收到了有效的接机信息。
事后，洲际邮轮退还了我们额外的出租车费，并给了我们一张价值200英镑、有效期一年的代金券，除此之外没有其他补偿。即使我要求他们将代金券转为慈善捐款（我并非想利用他们的失误牟利），他们也拒绝了。之后，我在其他点评网站上看到许多人也有类似的糟糕体验。他们的客户服务形同虚设，建议您谨慎选择他们的服务。
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