Staff very efficient

This was a family group booking and your agent was helpful and patient in collecting all the required passenger information to achieve what we hope will be an enjoyable cruise experience with Jetline.

company was helpful and called back when they said they would

The initial booking with Tom was very good and he explained things very well at the time, however when we contacted customer services at a later date we found the first gentleman couldn’t understand our questions, we eventually asked to be put through to someone else, this lady was very efficacious with her questioning she in turn put us through to Tom who again answered the questions we initially posed to customer services. As we haven’t been on the cruise yet we cannot comment on this.

FIRST CLASS EXPERIENCE

Very helpful and friendly staff.

Staff seemed to be well informed and answered all questions asked of them. Certainly went the extra distance to get me the best deal possible.

Happy with the help i recieved .

Imran was most accommodating and helpful and very pleasant to deal with in the booking process and trust our holiday will be as good.

The Australia New Zealand cruise was alright,my only complain was the failed pick up of Holiday Taxis. thru thier supplier HUGHES Australia. Our flight was delayed and it took another 2 hours to collect our luggages when we got out in Terminal 1 HUGHES Australia people already gone home, we contacted the emergency numbers but they told us that they can’t help us anymore so we took taxis that brought us to Ultimo hotel, I paid £356.00 for all 14 passengers. I therefore ask the ADMIN to please help me reimburse my money to Holiday Taxis .Please update me your response

AVOID AVOID AVOID Dreadful company, if anything goes wrong while your on your cruise they do absolutely nothing to help. They promise they will call back and I am still waiting for them to call back from Saturday 28th January - 4 weeks ago. They advised me to go sit down and have a glass of water- that really helped me out ! NOT. Between me at home, in the UK and my elderly parents stranded in Australia, we sorted the situation out ourselves by arranging new flights, hotels, transfers and joining the ship at a different port. This was all because of the state of emergency declared in New Zealand. This useless company was unwilling to offer any help or assistance in a highly stressful situation, but don't mind taking thousands of pounds from you. Think twice before booking with this company.

To cut a very long and ongoing story short. Jetline cruises are rip off merchants who want nothing more than your hard earned cash and who could not care less about customer service or satisfaction. At the minute I am trying to get them to change a dream holiday and they are trying to rip me off. They are trying to charge me £6800 when I have priced the holiday myself and it comes to £4067...they have basically told me that the difference of £2773 is the amount that it is going to cost them for costs and changes. I have just been told to cancel it and book it myself but I loose the deposit of £1100 that I have already paid them. The backstory - beware and don't be fooled by them. I found the holiday on Travelzoo and liked the sound of it for a perfect trip so: Last year I booked a dream holiday of a cruise from Southampton to New York, 3 nights in New York, 2 nights on a train to Chicago, 2 night in Chicago, 2 nights on a train to San Francisco and 2 nights in San Francisco, flight home to UK. All was well or so I thought...At the beginning of January I received an email of Toni wanting to sort our flights back from San Francisco he had sent us an email with the flight that we had been offered. we were to fly with Turkish Airlines San Francisco to Istanbul - 12 hour flight a - 6 hour layover in Istanbul airport Istanbul to London Heathrow - 4.5 hours Firstly I was shocked to read that we had not been offered direct flights back to UK as nobody had mentioned when we booked it might be indirect flights - this would have been a deal breaker as I am not the best flyer Secondly I was horrified that the flight offered meant we had to go past UK to Turkey on a flight that is 3+ hours longer than it takes to get back to the UK and then have a 6 hour wait in Istanbul airport before catching another plane that is 4.5 back to UK. To top it off we live in the north the flight arrived back at 2035 hours at night which meant there is no way of getting home that night as it is too late to catch any form of public transport home, which from Heathrow takes roughly 8/10 hours anyway depending on mode of transport. When we asked Toni if we could change our flights his answer was yes but it will be at an extra cost of £300 to £500 per person. As the holiday was already costing us £7518 the extra money for flights was seriously going to impact on the money we had for spends. We then asked Toni if we could change the holiday to just the cruise and the New York stay and to give us a revised cost, The cost came back at £6800. I was quite stunned and asked why it was so expensive as we had cut back on quite a lot of the holiday and he told me that they had sold me a package and that he couldn't get it any cheaper, This is when I thought to price what I asked for myself, the cruise, the hotel in New York, the transfer and the allowance they give for flights, the total came to £4067. I pressed Toni for an Explanation as to how they could charge £2773 more that what I could buy it off the shelf for. After a couple of emails back and forth now with a customer services agent called Emma I have still not had much of an explanation to why they have given and excessive cost for the holiday. Emma told me that I was quite welcome to go book the holiday myself at the cost of £4067 but they could not give me it any cheaper than £6800!!! But if I did book it myself and cancel with them I would loose my £1100 deposit. I am in a loose - loose situation and getting nowhere fast. If anybody knows if there is anyway to challenge this rip off company please can you advise. Please, Please, Please do not book with this people they only want your money and are quite willing to leave you high and dry without a care in the world.

We were waiting for a call back from one of the sales people which never happened and all we keep getting asked to do is email the customer admin department.

Actually, if there is a ‘ no star’ option available, this is what it would be! DO NOT USE THIS COMPANY, in our opinion! In a nutshell, booked a Sydney stay with a South Pacific island cruise. 3 wks prior to departure- think, this is strange no info on trips etc coming through. Phone the almost non existent, let alone responsive customer service on numerous occasions, to no avail. Google the cruise etc and find that the ship is not, in fact, visiting the islands but the East coast of Oz. We had had NO info on the change of itinerary, which was no where we wanted visit as already had. I won’t bore you with the ongoing story but it was horrendous. Talking with people in call centres overseas with no information or authority. Hence, the trip got cancelled because it wasn’t what we booked. After several , painful months of pestering, we got our refund. WE WILL NEVER EVER LOOK AT A JETLINE CRUISE EMAIL AGAIN, NEVER EVER!! RE: Booking ref 2036413/1

Nathan was very helpful in deferring our cruise until next year. It has taken a lot of stress off my shoulders.

Sally very helpful

I would not recommend this company at all , their customer service is a nightmare. We originally booked a cruise for our honeymoon back in 2019 then just before covid struck they rang to confirm flights and persuaded me to pay an extra €900 for direct flights instead of having to stop off. So they now had €1600 of our hard earned money. Our holiday was then cancelled due to covid which I appreciate wasn't their fault and I was persuaded to rebook for the following year unfortunately that was also cancelled in July 2021 so I decided to take a full refund as my dealings up until then hadn't been very good. They did say it could take upto 6 months to refund my money, after 6 months I contacted them again and after much tooing and frowing they said they would be refunding me in 3 instalments starting June 22 . Every single time they set a date I had to contact them and they kept changing the dates. Today after 17 months of waiting I eventually got our final payment and certainly would advise anyone not to use them .

All was good booking this holiday untill I was told it was going to cost us £100 per person extra on the cruise home (there are 5 of us) I felt this was just an add on and I could not back out of this holiday as my wife as been waiting 3 years for the cance to go. I think I will think twice about booking again next time.

Last week I booked for my wife and I to cruise on Sky Princess to the Baltic later this year. We wanted a balcony cabin. The person I spoke to, and whose name I won't mention, made three attempts to extort extra money from us. First, I asked for confirmation that the Princess Plus package was included as shown in the brochure. He said 'no' but he could add it for us at £50 pppd. I told him to go away and check it again and eventually he came back and said it was indeed included. No apology. Second, he told us our balcony cabin, which costs extra of course, might have a restricted view (like a lifeboat outside!). He could upgrade us to a clear view for £200 extra each. I insisted no way, we'll take it as it is. Some arguing ensued where he repeated his script all over again. I still refused. I thought it was all arranged, this all took ages since his English was very thickly accented and he repeated everything at least three times. Five minutes late he rang to say that the price of the cabin in the brochure which we had arranged to pay was a 'special offer' which had now expired! So we would have to pay £200 each more. Coincidentally the same amount I just rejected paying. I absolutely exploded and told him 'No! Cancel it instead'. He went away, came back and said his manager would offer to reduce the excess to £100 each or they would lose money. As if I care at this point. Anyway, I reluctantly agreed. Then this buffoon rang again to say my card had been declined. Turned out he had copied the details incorrectly (and BTW got my wife's d.o.b wrong). Today I received an email from Jetline saying they had attached all the relevant travel documents to be checked. Guess what, absolutely no attachments at all. Rang their helpline. Woman who answered, also with thick accent, could not understand me and first thought I had not booked anything yet. Explained again and she said all the relevant documents had been sent today - when I was telling her they didn't arrive. Then she said since we weren't travelling until July I didn't need the docs until then. Like I am going to trust them without seeing the invoice and so on. So, hard sell to get us to pay more on spurious grounds, not telling the truth about a limited price offer in their brochure and gross incompetence. We've used Jetline Cruise before and they were good...then. We urge you not to rely on past dealings but be very careful or you may be taken for an expensive ride. Not worth even one star.

This service was good at the initial stage of booking but since then we have not been able to get any assistance to amend part of our booking.