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I had been having some difficulty booking shore excursions for my upcoming cruise, so contacted Joshua at Customer Support. I was very happy with his working through my issue (not a fault of Imagine Holidays) and then putting me in contact with Tara at Azamara Customer Support who was able to help me. He was helpful, pleasant to deal with and even followed up with an email to let me know I could contact him if I had any further concerns. Great job!
Upon returning from a cruise with P&O we were waiting for a refund of money deposited as onboard credit that was not spent. We were told we would need to wait 48 hours then the money would be repaid into our account. We waited 4 weeks initially with no result, then Dana from IH NZ customer support stepped in to help us. She has been a great advocate and tenaciously worked on our behalf over a further 5-week period to secure our refund.
I'm only at the start of our holiday experience but to date I have been impressed with the efficiency of the service I have received.
It was obvious when we contacted Imagine Holidays with regard to our interest in booking a cruise/tour that our consultant was very experienced in providing all the answers in advance.
We were then confident about making the decision to book and pay our deposit the same day.
We were guided through filling out the
forms online it was all stress free.
Really good and prompt responses to any queries.
Dealing with the customer support team is always a pleasant experience.
We want to offer you more than just a cruise. That’s why we’ve created Imagine Holidays - a chance to discover the world in a whole new way with the same level of service and expertise. We’re going to be showcasing our fantastic, new holidays not only by destination but by the type of holiday you want.
Written by the company
P O BOX 15713 New Lynn, 0640, Auckland, New Zealand
I had been having some difficulty booking shore excursions for my upcoming cruise, so contacted Joshua at Customer Support. I was very happy with his working through my issue (not a fault of Imagine Holidays) and then putting me in contact with Tara at Azamara Customer Support who was able to help me. He was helpful, pleasant to deal with and even followed up with an email to let me know I could contact him if I had any further concerns. Great job!
Date of experience: 13 December 2024
Reply from Imagine Holidays NZ
Dear Des,
Thank you so much for your thoughtful review! I’m delighted to hear that I was able to assist you with your shore excursion booking concerns and connect you with Tara at Azamara Customer Support to resolve the issue.
I always strive to ensure our customers feel supported and informed, so I’m glad you found the process helpful and pleasant. Your kind words mean a lot and motivate me to continue delivering the best service possible.
If you have any further questions or need assistance in the future, please don’t hesitate to reach out. Wishing you a fantastic cruise experience!
Kind Regards
Josh
Customer Support
Really good and prompt responses to any queries.
Dealing with the customer support team is always a pleasant experience.
Date of experience: 21 November 2024
Reply from Imagine Holidays NZ
Dear Sally,
Thank you for your kind words and for leaving a five-star review! We’re thrilled to hear that you’ve found our responses prompt and your interactions with our customer support team pleasant. Providing a seamless and enjoyable experience for our guests is always our top priority, and your feedback reassures us that we’re achieving that.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
Best regards,
Harrison
Senior Customer Support Executive
i was looking the time, what time i will prepare my trip documents
Date of experience: 18 November 2024
Reply from Imagine Holidays NZ
Hello Aboubacar,
Thank you for taking the time to reach out and thank you for leaving us a positive review! I have taken a look on our side of things from the details you have provided me, and I unfortunately cannot seem to locate a holiday booking under your name.
If you would like to get in touch with my Customer Support team with your booking reference, we can hopefully assist you further.
Thank you again for your time!
Kind Regards,
Harrison
Senior Customer Support Executive
Viran in your New Zealand office was an absolute PLEASURE to deal with.
I hope that the holiday/cruise experience will be the same
Date of experience: 24 October 2024
Reply from Imagine Holidays NZ
Dear Lindsay,
Thank you so much for sharing your positive experience with Viran from our New Zealand office! We’re thrilled to hear she was such a pleasure to work with, and we’re delighted to have made the booking process smooth and enjoyable for you.
We’re committed to ensuring your holiday and cruise experience meet the same high standards, and we can’t wait to help make your trip unforgettable.
Thank you for choosing us, and safe travels ahead!
Kind Regards
Josh
Customer Support
Scott was very helpful guiding us through our options and spent time with us choosing the best options.
Date of experience: 23 October 2024
Reply from Imagine Holidays NZ
Dear Michele,
Thank you for your kind words! We're thrilled to hear that Scott was so helpful in guiding you through your options and took the time to ensure you selected the best ones for your trip.
Providing personalised service is something we always strive for, and we're glad Scott made the process smooth and enjoyable for you.
We look forward to assisting you with more wonderful travel experiences in the future!
Kind Regards
Josh
Customer Support
Date of experience: 15 October 2024
Reply from Imagine Holidays NZ
Dear Joanne,
Thank you for your feedback! We're delighted to hear that you found our team prompt and very helpful. Providing efficient and attentive service is always our priority, and we're glad we could assist you.
We look forward to ensuring the rest of your experience is just as positive. If you have any further questions or need assistance, don't hesitate to reach out.
Kind Regards
Josh
Customer Support
Scott MacPhee - your agent in Brisbane - was great.
He was concise, helpful, and available as required.
We would deal with him again with pleasure.
Date of experience: 09 October 2024
Reply from Imagine Holidays NZ
Dear Alan & Cheryl
Thank you for your fantastic review! We’re delighted to hear that Scott provided you with such helpful and attentive service. We will be sure to pass along your kind words to him.
It's great to know you'd be happy to work with him again, and we look forward to assisting you with more wonderful experiences in the future!
Kind Regards
Josh
Customer Support
Very pleasant rep with lots of knowledge.
Date of experience: 01 October 2024
Reply from Imagine Holidays NZ
Dear Susan,
Thank you for your kind review! We're delighted to hear that you had a pleasant experience and found our representative knowledgeable.
We always strive to provide the best service and ensure all your questions are answered thoroughly. We look forward to assisting you again in the future!
Kind Regards
Josh
Customer Support
Fast and efficient. Listened to our requests and explained the process once we connected with the cruise line.
Date of experience: 29 August 2024
Reply from Imagine Holidays NZ
Dear Marilyn,
Thank you for your wonderful feedback! We’re delighted to hear that you found our service fast and efficient.
Our team takes pride in listening to our clients' requests and ensuring a smooth process when connecting with the cruise line.
If you have any further questions or need assistance in the future, please don’t hesitate to reach out. We look forward to helping you with your next adventure!
Kind Regards
Josh
Customer Support
I'm only at the start of our holiday experience but to date I have been impressed with the efficiency of the service I have received.
It was obvious when we contacted Imagine Holidays with regard to our interest in booking a cruise/tour that our consultant was very experienced in providing all the answers in advance.
We were then confident about making the decision to book and pay our deposit the same day.
We were guided through filling out the
forms online it was all stress free.
Date of experience: 18 September 2024
Reply from Imagine Holidays NZ
Dear Alison,
Thank you so much for your wonderful feedback! We're delighted to hear that you've had a positive and stress-free experience with us.
It's fantastic that our consultant was able to provide all the information you needed, giving you the confidence to book your trip with ease.
We're here to ensure everything goes smoothly, and we can't wait to continue assisting you throughout your holiday experience.
If you need anything else, feel free to reach out anytime.
Kind Regards
Josh
Customer Support
Viran was just so helpful booking this trip and the last
Date of experience: 18 September 2024
Reply from Imagine Holidays NZ
Dear Graeme,
Thank you so much for your kind words! We're thrilled to hear that Viran was able to assist you once again in booking your trip.
We truly appreciate your continued trust in us, and we look forward to helping you with any future travel. Have a wonderful trip!"
Kind Regards
Josh
Customer Support
Professional and friendly. Was able to provide answers immediately and further information later, as promised.
Date of experience: 18 September 2024
Reply from Imagine Holidays NZ
Dear Gavin,
Thank you for your feedback! We're delighted to hear that you found our service both professional and friendly.
It's great to know that we were able to provide immediate answers and follow up with additional information as promised.
We always strive to ensure our customers receive prompt and accurate assistance.
If you have any further questions, feel free to reach out—we’re always here to help!
Kind Regards
Josh
Customer Support
Gave all the information on the deal and gave me time to decide if I did want to continue. Answered any questions and I can make contact again if I have any more. Shame though we have to wait for flight details. Understand why though.
Date of experience: 10 September 2024
Reply from Imagine Holidays NZ
Dear Beverley,
Thank you for your feedback! We’re glad to hear that you were given all the information you needed and had the time to make your decision without any pressure.
It’s great to know that your questions were answered, and please don’t hesitate to reach out if any more come up.
We understand the wait for flight details can be a bit frustrating, but we appreciate your understanding.
Rest assured; we’ll keep you updated as soon as everything is confirmed.
Looking forward to helping you further as your trip approaches!
Kind Regards
Josh
Customer Support
The lady who rang me, explained our trip details and what we would need clearly and fully. I felt confident in the company's skill to organize a good trip for us.
Date of experience: 10 September 2024
Reply from Imagine Holidays NZ
Dear Cheryl,
Thank you for your lovely feedback! We’re so pleased to hear that our team member provided clear and thorough details about your upcoming trip.
t’s wonderful to know that you feel confident in our ability to organise a great holiday for you.
We’re committed to making sure your experience is seamless and enjoyable, and we're here to assist with anything you might need before your trip.
We wish you an incredible journey and look forward to hearing about your adventures!
Kind Regards '
Josh
Customer Support
Knowledgeable team, quick response. Thank you. Now waiting for the trip early next year.
Date of experience: 10 September 2024
Reply from Imagine Holidays NZ
Dear Robyn,
Thank you so much for your kind words! We’re delighted to hear that you found our team knowledgeable and responsive.
It’s always a pleasure to assist, and we're thrilled that you're happy with the service.
We're just as excited for your upcoming trip early next year and will be here to ensure everything goes smoothly.
If you need any further assistance in the meantime, feel free to reach out.
Kind Regards
Josh
Customer Support
Reply from Imagine Holidays NZ
Dear Manon,
Thank you for your feedback! We're delighted to hear that Viran who assisted with your booking provided excellent service.
We strive to make every step of the process as seamless as possible. If you need any further assistance, feel free to reach out!
Kind Regards
Josh
Customer Support
Took numerous phone calls, some as long as 20 minutes before getting through. Found that the Azamara cruise had in the meantime increased in price by nearly $3000.
You really need a call back service.
We were very close to giving up.
Date of experience: 04 September 2024
Reply from Imagine Holidays NZ
Dear Yvonne,
Thank you for sharing your feedback, and I sincerely apologise for the inconvenience you experienced while trying to get through to us. We understand how frustrating it can be to face delays, especially when time-sensitive matters such as price changes are involved. I'm sorry to hear about the price increase during this period, and I appreciate you bringing it to our attention.
I'm glad that Viran was able to assist you with the booking, but your suggestion for a call-back service is well noted. We take your feedback seriously and will review how we can improve our response times to ensure a smoother experience in the future. I appreciate your patience and hope the rest of your journey meets all your expectations.
Kind regards,
Harrison
Senior Customer Support Executive
We recently traveled on a UK tour coordinated by Imagine. It was seamless, and hassle free. All the transfers were timely, hotels adequate and in great locations, flights and cruise as scheduled. Thanks for making our holiday so easy 😊
Date of experience: 03 August 2024
Reply from Imagine Holidays NZ
Dear Angela,
Thank you so much for your wonderful review! We're thrilled to hear that you had a seamless and hassle-free experience on your UK tour with us. It's fantastic to know that the transfers, hotels, flights, and cruise all met your expectations and contributed to a smooth holiday. Your kind words mean a lot to us, and we’re delighted that we could make your trip easy and enjoyable.
If you have any future travel plans or need assistance with another adventure, please don’t hesitate to reach out. We’d love to help you create more memorable experiences!
Kind Regards,
Madasun
Customer Support Team
Upon returning from a cruise with P&O we were waiting for a refund of money deposited as onboard credit that was not spent. We were told we would need to wait 48 hours then the money would be repaid into our account. We waited 4 weeks initially with no result, then Dana from IH NZ customer support stepped in to help us. She has been a great advocate and tenaciously worked on our behalf over a further 5-week period to secure our refund.
Date of experience: 07 September 2024
Reply from Imagine Holidays NZ
Dear Bryn,
Thank you for taking the time to share your experience. We're sorry to hear about the initial delay in receiving your refund, but we're thrilled that Dana from our customer support team was able to step in and assist.
It's wonderful to know that she tenaciously advocated on your behalf to resolve the issue and secure your refund. We pride ourselves on providing excellent service, and we're glad Dana exemplified that for you.
We appreciate your patience and trust in Imagine Holidays, and we look forward to assisting you on future holidays!
Kind Regards
Josh
Customer Support
Helpful, informative and really friendly - a pleasure to deal with
Date of experience: 06 September 2024
Reply from Imagine Holidays NZ
Dear Melanie
Thank you so much for your fantastic 5-star review! We’re delighted to hear that you had such a great experience, and it means a lot to us that we could meet your expectations.
We truly appreciate your kind words and look forward to assisting you with your future travels. If you need anything else, please don’t hesitate to reach out.
Kind Regards
Josh
Customer Support
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