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Reviews 2.1.
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Poor after sales teamâŚ
Cant believe MyCruises notified me my European cruise was cancelled (2 months before I go) and then say I will be charged over $700 to cancel air fares when the cruise line cancelled the trip and it was out of my control. After several emails they told me it'll take 3 months to get my money back and I will need to pay airfare cancellation fees. I am disappointed a holiday I booked a year in advance is cancelled and I have to pay cancellation fees. Can't even get them on the phone - waited 30 mins and then I gave up. I will update you on the progress of my case as I recieve updates. Booking ref MYC-42979
Date of experience : 01 February 2024
Reply from My Cruises
Hi Peter, thank you for your review. Unfortunately, despite our best efforts to ensure a seamless travel experience for our valued clients, unforeseen circumstances have arisen that are beyond our control. As you know, regrettably, the supplier for your cruise has informed us that they have had to cancel the scheduled voyage. As a result of this cancellation, we understand the inconvenience and disappointment it may cause you. Please know that we are committed to assisting you in navigating this situation as smoothly as possible. Regarding the cancellation fees, it is important to note that the airline's policies remain in effect. Unfortunately, this means that cancellation fees will still apply according to the terms and conditions outlined in your booking agreement. While we empathize with the frustration this may cause, these fees are beyond our control as they are set by the airline. We sincerely apologize for any inconvenience or disappointment this situation may cause you. Our team is here to support you and explore alternative options for your travel plans. Whether it involves rescheduling your cruise, exploring other destinations, or arranging for refunds where applicable, please know that we are dedicated to finding the best solution for you. Please note that, since a large number of passengers have been impacted by these cancellations, we are currently experiencing longer wait times on the phone. Kind regards, My Cruises.
They admitted they made an error
Many thanks to Rhian Purcell who did some hard work on reviewing my case and found that there had been an error. Unfortunately this took a few weeks to sort out but we are very happy with the outcome. Pam and Werner Fabian
Date of experience : 05 March 2024
Hi Pam and Werner, thank you for taking the time to write this review. We are pleased to read that your case has been resolved. Kind regards, My Cruises.
Wish I had read these reviews beforeâŚ
Wish I had read these reviews before trying to organise a cruise. Terrible correspondence. Totally ignored by sales girl. Sent an email of complaint and ignored again. I will never use this company again.
Date of experience : 06 February 2024
Hi Shirley, thank you for your review. We are sorry to hear that you had a poor experience booking with us, as this does not align with our company values. We will be forwarding your review on to the relevant departments to ensure we improve our services in future. Kind regards, My Cruises.
False Advertising
I believe this company operates under false advertising. I booked a cruise which promised one thing however they changed it to what suits them. I did not receive what was advertised. You should be ashamed of how you operate.
Date of experience : 18 January 2024
Hi Kerri, We appreciate you taking the time to share your concerns with us, and we sincerely apologise for any inconvenience you may have experienced. We take your feedback seriously, and we want to address your concerns promptly. To assist you further, could you please provide more details about your booking, including your booking reference number? This information will help us investigate the matter thoroughly and work towards a resolution that meets your expectations. Our goal is to ensure our customers have a positive and transparent experience, and we regret if we fell short in your case. Your satisfaction is important to us, and we are committed to addressing and resolving any issues. You can reply here with your booking details, or reach out on 1300 829 694. Thank you for bringing this to our attention, and we look forward to resolving the matter to your satisfaction. Kind Regards -My Cruises
we are 4 days out from our trip andâŚ
we are 4 days out from our trip and still havent recieved documents and hotels were we are staying. You ring to find out and all you get is excuses its a joke i wish we never used my cruises ,we paid $24000.00 and my cruises dont care, they take your money six months pior and havent booked accomadation for us,we cant even organise transfers as we dont know were where staying karen
Date of experience : 12 October 2023
Hi Karen, thank you for your review. We apologise for the lack of communication and can understand your anticipation to learn this information. So we can further investigate what was your MYC booking reference number? Kind Regards -My Cruises
Booking was great. Read into the reviews you see.
Booking was great - what could go wrong with someone talking you into spending your hard earned $$$$$? It was after this point that everything went downhill. Poor service from after-sales, and the air team, nobody could answer questions or advise us which hotels we would be staying in. Endless back and forth via email for flights and still no confirmation that we are sitting near each other. An employee confirmed that they encourage people to write a positive review directly after booking in order to âdrown outâ the genuine post-travel negative reviews. This is why all the reviews you see on other sites are 5* and only mention the booking process. Book directly with the cruise line and save yourself from dealing with these people.
Date of experience : 10 November 2023
Hi Hart, thank you for your review. We apologise for your experience as it does not align with our company values. We appreciate your feedback and will ensure it is passed on to the relevant departments for further review. So we can investigate further, could you please provide your MYC booking reference number? Kind Regards -My Cruises
transfer of deposit MYC43445
we paid a deposit on Paris and Scan Capitals cruise May 2024 from Le Havre. Due to medical reasons we find this cruise now impractical and would like to transfer our deposit to another cruise with your company.Have phoned several times but staff is not helpful.We DO NOT want a refund and our happy to transfer deposit to another cruise.Can you kindly help us?
Date of experience : 04 August 2023
Hi there, thank you for your review. I have passed your feedback on to our Customer Service team who will contact you directly to discuss further. Kind Regards -My Cruises
We are about to do Europe 25 day tourâŚ
We are about to do Europe 25 day tour has anyone did it through my cruises , Iâm getting worried reading these reviews, pretty hard to find out who the actual tour is with , hotels arenât confirmed yet but full payment has been paid
Date of experience : 08 March 2024
Hi Danny, thank you for reaching out. If you have any questions regarding your upcoming holiday, please reach out to us on 1300 417 692. Kind regards, My Cruises.
Poor Customer Service and Arrogance in Communication
On booking our cruise we were told we would have choice regarding flights. No! Told these were the flights - no choice of airline or route. It took two weeks of almost constant emails before we given options. Zero customer service and the level of arrogance in the communications was extraordinary. Our cruise has been cancelled due to the tensions in the Middle East, we received an email telling us that they were finding another cruise. I would have thought that a customer focused company would asking the customer what their preferences were instead of an email telling me that: "Right now, our Cruise Experts are in the process of amending the elements of your holiday package and are working towards a rebooking solution that will allow you to enjoy a cruise memorable holiday in 2024." Thanks for taking away my choice and my money
Date of experience : 24 January 2024
ZERO TICKETs 5 days out
We are 5 days out from departure Brisbane to Tokyo on a 17 day Asian cruise and have not yet received ANY tickets. I have phoned many times over the past 10 days and told 'they will be done' and giving many reasons why they aren't. Whilst the staff I have been dealing with are always pleasant and knowledgable it's quite stressful when you have paid out many $$$ and starting to wonder if you will take off at all. Your website and the documentation we received on booking this trip states we can expect the final documents 1-3 weeks before date of departure. I hope to be able to rate My Cruises higher but at this stage I can't.
Date of experience : 05 November 2023
Hi Jackie, thank you for your review. We apologise for the stress this has caused you and can understand your concerns. We can assure you our Docs team is working hard to have these to you ASAP. We are pleased to hear you have had positive experiences with our team members and we hope you have a wonderful cruise! Kind Regards -My Cruises
Everything was wrong for my elderlyâŚ
Everything was wrong for my elderly parents going on their âlast overseas holiday â. Complete disgrace of a company with no empathy for their own mistakes they made. They had no accommodation booked in some countries, no documentation at ports They had to pay for their own accommodation in some countries even though it was included in their package. My cruises will not compensate them for their own expenses that they occurred at no fault of their own. Boat was dodgy, ran out of alcohol, leaked everywhere⌠too much to mention.
Date of experience : 04 May 2023
Hi Sally, thank you for your review. We apologise this was your experience as it doesn't align with our company values. So we can further investigate, what was your MYC reference number? Kind Regards -My Cruises
NOT RECOMMENDED
Second time I have used Mycruises and a second bad experience. Cruises booked using Norwegian Cruise Line and MSC cruise line.. Both money grabbing and poor service, food of poor quality and tours expensive and also of poor quality. Transfer to airport was hugely expensive. When I complained to Ignite Tours T/as Mycruises they fobbed me off with âYour complaint has been passed on to our suppliersâ. Of which I have had little response. Service and communication from Ignite is difficult and done by email thread..also very frustrating and confusing. I DO NOT RECOMMEND..
Date of experience : 09 September 2023
Hi Carron, thank you for updating your review with your details. We have tried to contact you regarding this, please call us on 1300 692 784 to discuss this further. Kind Regards -My Cruises
Stressfull.Terrible.Communication is non-existent
Terrible.Communication is non-existent. I am still waiting for replies to 2 emails I sent in January and February stating how unhappy I was and needing information to book transfers,which were not included.We ended up finding our own flights to avoid a price increase.I tried to cancel at one stage and was told on phone that a supervisor would be in touch....a week later I found out the worker got distracted and forgot to escalate it. I could have done it all myself without the long wait on the phone.So many incorrect details.
Date of experience : 25 November 2022
Hi Colleen, thank you for your review. We apologise for the lack of communication you received as this doesn't align with our company values. We have passed your feedback on to the relevant departments for review and further training. Kind Regards -My Cruises
This company is so dodgy it beggars belief.
Bad experience from beginning to end. Wonât even let me tick the 1 star review keeps changing it to 5 star. So dodgy. Impossible to get any answers from changed itinerary. Changed a flight from Jaipur to Mumbai making over 100 travellers get a bus from Jaipur back to New Delhi and then fly from ND to Mumbai turning what would have been a 2 hour flight to a 12 hour nightmare. Then airline wouldnât take all the passengers because gate was closed due to delays including bus held up by corrupt police and driver taken away because he changed lanes to avoid a parked police car. Those that were aged or immobile were going to be left behind. Nobody on this trip will EVER use my cruises again. Even the guide was so stressed and concerned for the passengers. Not enough time to list the shabby way this company treats its clients. The list goes on and on. My Cruises are a disgrace. Definitely would not use them again. Along with the other couple of hundred passengers who were treated like animals. Wait there is more but I think you have got the general idea.
Date of experience : 01 March 2024
Hi there, thank you for your review. We are so sorry to hear that you have had this experience while on your recent holiday, as we strive to work with only the best touring suppliers. Your review has been forwarded on to the relevant departments for further investigation. Kind regards, My Cruises.
Blood Money
Should have read the reviews before booking with these scammers. Due to ill health, had to cancell a forward booking to Hawaii. They cancelled and took the $780 deposit. When booking it was made clear that there would be no cancellation fee should we opt out. They then send paperwork saying this is not the case. Hope the C E O enjoys his Bahamas holiday on our blood money. Barry West Aust.
Date of experience : 06 May 2023
Hi there. We are sorry to hear you had to cancel your Hawaii booking. We state in our T&Cs at time of quoting that deposits are non-refundable. Kind Regards -My Cruises
Cruise cancelled and pathethic alternatve provided
A portion of our Virgin Voyages cruise was cancelled as it travelled through Red Sea. Despite Virgin offering an 3 alternatives, Ignite Travel only considered 1 of these, and then said that choosing another one would be an additional cost. (Despite Virgin agreeing to cover the difference for the inconvenience) obviously the least value and 5 days instead of 15. Their customer service is atrocious, they honestly don't care at all about clients or offering value, don't consider needs of customers and I would never recommend to anyone. Do not use them, they don't deserve to be in business.
Date of experience : 09 February 2024
Hi Katrina, thank you for your review. We again are so sorry that your cruise was cancelled. Unfortunately, as we work with multiple other third-party suppliers, including airlines and hotels, we are not always able to provide the same solutions as the cruise line itself. Regardless, we will forward your feedback on to our Customer Service Team for further investigation. Kind regards, My Cruises.
NEVER USE THIS COMPANY
NEVER USE THIS COMPANY We have used this company a couple of times and found that the after sales service is non existent. On one trip we discovered that one flight leg was booked without checked luggage allowance so we had to pay a very expensive last minute fee. When I complained a big black hole appeared and there my complaint remains. On this most recent trip we discovered that the company which was to provide our excursions hadn't been given the hotel names where we were staying even though My Cruises booked the hotels. Only my last minute pleading with the excursion company enabled the trips to go ahead. Of course my email of complaint to My Cuises has been ignored. I could go on. There are so many issues. I will be going back to a traditional travel agent from now on.
Date of experience : 21 November 2023
Hi Kym, We sincerely apologize for the inconveniences you've experienced, and we appreciate your honest feedback. It's disheartening to hear about the challenges with after-sales service and the issues you encountered during your trips. Please know that we take your concerns seriously, and we're currently investigating the specific incidents you've mentioned to prevent such issues from recurring. If there's anything specific you'd like us to address or if you have additional details to share, please feel free to reach out directly. We value your input, and we're committed to improving our services. Kind Regards, My Cruises
We recently did a 24 night cruise thruâŚ
We recently did a 24 night cruise thru Europe and a 8 day river cruise up the Rhine organised thru My Cruises. The flights they organised were hassel free. The 24 night cruise on MSC was very good, although we usually cruise with Royal Caribbean we found MSC to have some money making schemes annoying but the ports visited and price paid was terrific value.great food friendly crew. Train trip Genoa to Milan was a bit average ,next time I'd try to get a direct train. The river cruise was next level, free tours, Happy hour free drinks with meals, again for the price ,great food,friendly crew. Comfortable hotels in Coppenhagen and Milan. I had no issues with ticketing prior leaving Perth and believe My Cruises put a brilliant package together and always answered my questions promptly and professionally. Will be booking with My Cruises again. Ian and Michelle
Hi Ian and Michelle, Thanks for sharing your positive experience with us! We're thrilled you enjoyed your 24-night cruise through Europe and the 8-day Rhine River cruise. Your feedback about hassle-free flights, terrific value, and excellent food is much appreciated. We're honoured to have been part of your journey and look forward to assisting you with future bookings. Kind Regards, My Cruises
DO NOT USE THIS COMPANY !
DO NOT USE THIS COMPANY !! I will never book with My Cruises ever again !! No documents until the last minute so we missed out on all the schore excursions on the cruise. Booked us into the wrong hotel in Barcelona, they didn't advise us of a train strike which cancelled our train trip from Paris to Barcelona - we had to organise our own flights!! Finally, when on our cruise - the cruise line knew nothing about our included wifi & drinks package !! Now we're home, they don't respond to emails from our travel agency. This company is a diabolical mess!!
Date of experience : 06 June 2023
Hi Julie, thank you for your review. We apologise that you had this experience while on your holiday. So we can investigate this further, feel free to reply with your booking number and we will forward this on to our After Sales Team. Kind Regards -My Cruises
Terrible communication
Find it hard to believe mycruises could get a 5star review! Communication was shocking. Told not our problem when train tickets not received. Be careful, they advertise 'transfer', literally means 1 transfer when 6 required. 2 ports changed with no explanation. Different response each time we called.
Date of experience : 30 May 2023
Hi Nicola, thank you for your review. We apologise for the lack of communication you've received as this doesn't align with our company values. So we can investigate this further, feel free to reply with your booking number and we will forward this on to our After Sales Team. Kind Regards -My Cruises
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Reviews 2.1.
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Greedy, Greedy, Greedy
We booked a holiday and paid in full. Due to my husbandâs medical problems we had to cancel 50 days prior to travelling. We fully expected to pay cancellation costs. Cost of trip $17,978. Cancellation costs $17,978. I have read all of the 3rd party terms and conditions and they all refund either all or a portion of the money. Leads me to believe My Cruises are keeping it for themselves. Disgraceful. My Reference No. is MYC-41052 Further to my review, Royal Caribbean International have rung twice on 1st and 3rd October asking why we didn't board, and if we will be boarding at the next port. So it seems it was never cancelled. Surely, as we cancelled 56 days ago, if My Cruises had advised the cruise liner we would have got a refund. Totally inept.
Date of experience : August 07, 2023
Reply from My Cruises
Hi Sue, thank you for your feedback. We are very sorry to hear you had to cancel your holiday. Thank you for providing your booking number, our Aftersales team leader will be in touch to discuss further. Kind Regards -My Cruises
We just came back from our Japan tour (MYC44582 Beautiful Japan with Kyushu 05/09/23-18/09/23) and had the best time! Our tour guide, Eriko, was very knowledgeable, offering informative and engaging commentary about the destinations we visited and recommending the best eats in the area. She went above and beyond to make sure everyone had a good experience and was overall very lovely and accomodating. It was also super easy to book with MyCruises and our flights only had one short layover! They were amazing to deal with :)
Date of experience : September 18, 2023
Hi Susan, thank you for your kind review. We are thrilled you had a wonderful trip to Japan and that Eriko and our team could provide an amazing experience. Kind Regards -My Cruises
Disgusting behaviour by MyCruises on refund
MyCruises (wholly owned by Flight Centre) require up to 12 weeks to refund our payment for 2 flights to Italy and return ($3400). MyCruises never booked the flights due to Christmas holidays and covid-19 and have held our money in their bank account since November 2019 (more than 5 months). In my mind this is fast approaching the point where they should be investigated for âmisappropriation of fundsâ, but the likes of state Consumer Affairs and the ACCC and their peak body AFTA are not interested in pursuing. Maybe I should try the Police.
Date of experience : April 29, 2020
MyCruises are useless and a rip off
Mycruises had left many of us Aussie Tourists stranded in Paris as the booked train trip to Barcelona was cancelled due to strikes ( we were notified by the Train. Company but not MyCruises. They say they have a 24 hour hotlne but don't answer it. Most of us booked flights to get to Barcelona out of our own pockets. Then when we arrive at our "Booked" Hotel from our itinery Hotel has no booking. Luckily the Hotel receptionist was brilliant abd helpful and found we were booked at another Hotel. So far out of pocket for flight taxi to airport ( Train was walking distance from Paris Hotel. And 2 Taxis in Barcelona to get to the correct hotel. What a horrid start to our trip. Just hope the remaining Cruise and Athen stay a trouble free. Great work MyCruises answer how about contacting your stressed customers.
Date of experience : May 20, 2023
Hi David. Thank you for your review. We apologise for the lack of communication you felt you received from us. We have taken your feedback on board for training and review. Kind Regards -My Cruises
By far the very worst travel agencyâŚ
By far the very worst travel agency that we have used. Atrocious communication and continued mistakes. First and last time no matter what they offer! The only positive was My Cruises was a topic of conversation amongst fellow cruisers at meal times, swapping horror stories and poor experiences. Beware, seek an alternative.
Date of experience : April 14, 2023
Hi there, thank you for your review. We apologise for the lack of communication you've received. So we can further investigate, what was your MYC booking reference? Kind Regards -My Cruises
Lousy point of contact
We booked a month-long cruise and land package via MyCruises. The booking process was flawless and our agent very efficient. However, MyCruises FAILED IMMENSELY as our point of contact when the cruising company changed our itinerary due to the Middle East conflict. The cruise company informed the travel agencies well before the departure date giving guests ample time to reconsider their travel plans: in fact, we later discovered that there were about 20% cruise cancellations. However, our MyCruises agent only notified us of the change in itinerary via email when we were already en route to London via Singapore; our flight departed at 14.45 and we received the email at 16.35. Other travellers we met at the airport told us that their travel agent had notified them well before and even offered the possibility to cancel their trip - an offer we would've taken if it was offered to us, as we chose this particular cruise package solely for Petra and Luxor. The only reply we got from our complaints to MyCruises was them notifying us that they "will pass on our feedback to the relevant parties for future improvement". We are totally disappointed with the way MyCruises failed as our point of contact and would not recommend them to anyone.
Date of experience : October 24, 2023
Hi MarisCass, we are very sorry for the immense inconvenience caused at such time. We understand how disappointing this would have been. Thank you for taking the time to write this review as it helps to improve our performance going forward. Kind regards, My Cruises.
Theft of deposit and worst service ever... were not allowed to travel on our booked cruise and cancelled our cruise without permission!!!
Booked a Virgin cruise through my cruises, only to fall pregnant so we were unable to go on the cruise as it dosent allow children. We asked my cruises what to do and if they would allow us to cruise still (cruise booked was just before due date). They said we were not allowed to go on the cruise. So we asked if we could have our deposit back and they said no. They then asked us to cancel and I said no because we still want to go on a cruise and to please rebook us on another cruise with the same cruise line. They proceeded to cancel our booking without our permission and kept our deposit of $2000, without offering any alternativeway to use it.
Date of experience : May 29, 2023
Hi Lauren, thank you for your review. We apologise for the circumstances; however, Virgin Voyages also has a strict no-children policy which you would have been aware of prior to booking and you can understand is out of our control. Our cancellation policy is also clearly stated prior to booking. So we can investigate further surrounding your cancellation further, could you please provide your MYC reference number? Kind Regards -My Cruises
If I could give a -5 I would
If I could give a -5 I would Stay away from this thieving mob! I have been waiting for a refund since August I have all the emails. In August I was told it could take upto 12 weeks, it is now 23 weeks and Iâm still waiting for my refund In December they told me they received my refund from Princess but hadnât processed my refund even though they received it. I was told that she started the process and it could take upto a further 4 weeks itâs now 6 weeks making it a total of close to 6 months if not longer. STAY AWAY AND KEEP YOUR MONEY SAFE
Date of experience : August 23, 2023
AVOID AT ALL COST -
AVOID AT ALL COST In October 2022 we booked with MyCruises a trip to Japan 21 days Asian to Japan on the Royal Princess departing 6th April 2024. We wanted to choose our cabin and was offered a Deluxe balcony on Riviera deck Cabin 508. great paid deposit etc. Did advised that we may want to change flight dates. Checked through Princess website in March and our cabin was still R508 on Deck 14. Ticketing ignored our requests â they just issued tickets had us arriving on the day the ship sailed. Then final payment time and only to find our cabin had been moved to deck 9 âRIGHT OPPOSITE THE LAUNDRYâ (having cruised many times we know that is NOT a good place to be). On speaking to My cruises was advised we were advised âbeen given a complimentary upgrade !!! More like a down gradeâ We had booked early on be able to pick our cabin â grrr. They reckoned they couldnât do anything about changing the cabin away from the laundry. And they would only charge us the deposit of $3,300 as a cancellation fee! So we have no holiday in April that we were looking forward.
Hi Kate, thank you for your review. We are sorry to hear you are unhappy with your cabin placement and can understand your complaint. So our Aftersales team can investigate further, what was your MYC booking reference number? Kind Regards -My Cruises
Do not trust this company they have theâŚ
Do not trust this company they have the worst customer service and do not take responsibility for the issues that they cause. Try and get hold of them after you pay your hard earned money. They do not take responsibility for any problems. We were not even on the hotel register when we had flown in after a long flight to find they had the wrong week,yet all our printed and online documents were correct. They only do transfers from one hotel when they knew we were staying over 1k with 3 weeks worth of luggage.Don't try and contact them out of hour's and do not swear even if you care at your wits end when you finally get hold of someone, they could not even find our booking, we were in the OLD SYSTEM totally unprofessional. They have offered a pittance of a credit for the stress caused, not good enough.
Date of experience : June 13, 2023
Hi Christine, thank you for your review. We apologise this was your experience as it does not align with our company values. We have passed your feedback on to the relevant departments for further training. Kind Regards -My Cruises
DO NOT BOOK with this company
DO NOT BOOK with this company. We are about to travel to Artic Circle but from the moment we paid our 2nd installment we have had nothing but issues. More money for international flights and 1 member is flying home later and MYC has informed them that they have to pay extra for the connecting international flight back to Aus due to the fact that its a split date and not traveling back on the same day. Very poor service and NO where it states that this is the case. Update. Just received our travel docs 7 days before we leave...7 to 10 months they said in their contract..not even close MyC.
Date of experience : April 24, 2023
Hi there, thank you for your review. We apologise for the less than ideal experience you had prior to departure. We have taken your feedback on board for training and review. Kind Regards -My Cruises
MyCruises Rip Off
We booked a cruise and it looked like we may have to cancel. Sent numerous emails to MyCruises asking what the consequences would be. It turns out if you send an email and it is NOT important to them it gets sent to the bottom of the list and is not looked at for months. We missed the deadline for payment. The cruise operator Virgin Voyages told us via email that we would get a cruise credit. Now MyCruises advise us that we are NOT entitled to a refund or a credit because of "special conditions" when we booked and that our booking was done under wholesale booking rules and not retail and aren't entitled to a refund or a credit. When pushed, MyCruises advised that Virgin Voyages had taken $600 per cruise and MyCruises took the rest. Book through a local travel agent or direct with the company. Don't trust MyCruises.
Date of experience : February 27, 2023
Hi Glen, thank you for your review. We are sorry to hear you had to cancel your cruise holiday. Our T&Cs cover our cancellation policy and are provided prior to booking. Kind Regards -My Cruises
Canadian Mountains and Alaska.
Recently did a My Cruises trip to Canada Rocky mountains and then ship to Alaska. More than happy with the organization and inclusions. We were lucky to have had Shelly as our guide who did an excellent job. Yes, would recommend.
Date of experience : August 25, 2023
Hi Roy, Thank you for your fantastic review! We're thrilled to hear that your My Cruises trip to the Canadian Rocky Mountains and Alaska exceeded your expectations. It's wonderful to know that Shelly, your guide, did an excellent job. We appreciate your recommendation and look forward to assisting you with future travel plans. If you have any more feedback or questions, feel free to reach out. Kind Regards, My Cruises
DO NOT TRUST ANYONE FROM THIS COMPANY CHECK THE ITINERARY AND MAKE SURE THEY HAVEN'T ALTERED ANYTHING BECAUSE IF THEY CAN GET AWAY WITH IT THEY WILL ITS ALL ABOUT GETTING YOUR THEN ONCE THEYVE GOT IT
I haven't been on the cruise yet but already your company is destroying the pleasure of a holiday. First of all I was pressured into making a booking it was the last cabin the last flight won't get a cheaper price. The booking was made the itinerary was delivered and when my friend looked at the itinerary she discovered the return flight had been altered to Sydney via Melbourne which the sales person did not explain to me at the time so itinerary was altered without my knowledge or consent. I called the office and arranged to stay an extra night in Tokyo at my expense because the next day was the only direct flight available but then I noticed that transfers were not included but it states categorically on the internet that they are. So l again called the office and all I got was another copy of the itinerary they were just not interested. The treatment received was appalling they were not interested in customer satisfaction they just wanted the sale. The holiday isnt until October but I would never book another holiday with this company I shudder to think what other surprises await me if we ever get started.the booking number is MYC-58342 PLEASE RESPOND ASAP zero stars
Date of experience : November 13, 2023
Hi there, thank you for your review. We are sorry to hear that you have had this experience, as it does not align with our company values. We have been informed that you have now been contacted directly by our senior management regarding this issue. We sincerely hope a resolution can be reached. Kind regards, My Cruises.
Donât just read the bad reviews of mycruises
After having booked a Mycruises Mediterranean ocean and Rhine river cruise I was really nervous and sceptical after reading the terrible reviews. The whole experience was absolutely fantastic, the documentation was spot on from our travel agent.Hotels were definitely 4 stars and were very central and close to the main train stations in Rome and Milan .Yes it was school holidays in Europe so the Norwegian ship was very busy, we expected that. We had to organise some of our own transfers and we knew that otherwise you pay much more and go with one of the more expensive companies. Overall we could not complain at all and had a wonderful holiday.
Date of experience : August 12, 2023
Hi Jane, thank you for your kind review. We are thrilled you had a great experience with our team and a wonderful cruise holiday! Kind Regards -My Cruises
Disappointed with My Cruises
Disappointed that my cruises, as my travel agent, did not support me as a customer to try advocate to P&O to get some form of compensation for a terrible cruise. Their communication is terrible - really felt that innocent they got their money from me- I was on my ownâŚâŚ. Very sad Wonât be using them again Well - can you believe myCruises have only now responded - months later - no personal contact - just the response to this review just to show the outside world that they care enough to look at this - if they really cared - they would contact me personally and offer support personally - not just to a written review ââ goes to show what they are actually like!!! Beware!!!!
Date of experience : April 06, 2023
Hi Therese. We apologise that your P&O cruise wasn't up to the My Cruises standard. So we can further investigate, what was your MYC booking reference number? Kind Regards -My Cruises
Dreadful After Sales Service
I had to cancel our trip due to my husband being diagnosed with cancer and needing surgery. I contacted my cruises by email several times, warning of cancellation, confirming cancellation and asking for a letter my insurance company had asked for. Next I received details of hotel bookings, flights, etc. They had done nothing. I am still waiting on a letter for my insurance company. Every time I contact Mycruises I get onto a different person, they wont allow me to talk to the insurance people, they wont allow me to talk to a team leader. Customer Relations tell me they are understaffed, why do I get on to all these different people each time then? Apparently management are aware. Suggest they dont take on so many bookings if they are unable to cope and have to resort to bad customer service. Mycruises send out numerous trip marketing emails, I would rather they concentrated on giving good after sales service. Having looked through reviews on this website I can see there are people in the same position as me or worse. Booking Ref. MYC33762
Date of experience : September 05, 2023
Hi Sandy, thank you for your review. We are so sorry to hear of your reason for cancelling. We apologise for the lack of communication and service you've received as this doesn't align with our company values. So we can investigate further what was your MYC booking reference number? I will have one of our team leaders contact you to discuss further. Kind Regards -My Cruises
The end of the cruise accomodation in Milan was to be 4 to 5 stars. Instead the group was split up with some getting city centre while 20 of us ended up miles out of the city in Chinatown ! Room was filthy and whole place smelled of cigarettes. Tried complaining to hotel staff who moved us to a new room which was just as bad ! My Cruises made excuse after excuse and after a lot of pressure they offered a $200 voucher for another my cruise ! I can't print my response. DON'T USE
Hi Joseph, thank you for your review. We apologise this was your experience as it doesn't align with our company values. We have taken your feedback on board and passed it on to the relevant departments for further training and review. Kind Regards -My Cruises
Haven't left yet & already problems
This is just the beginning & haven't really started our trip yet!! Looked like a good deal Europe land tour then end with a cruise flights included. Go to Cosmos website to book optional tours. Because it is a group tour , nothing is available from Cosmos for us to look at. No hotels we are staying in no nothing. Looked up our transfers from airports to motels & motels to railway station. None are provided & there is nothing said in the T & C's of it not being included/excluded Had I known I would have not looked at this package. Now I will need to spend $500 on top of the cruise/tour or more on transfers via taxi etc. I note the My Cruises comments from management are all the same .....hope to see you soon on another My Cruises booking etc........NOT LIKELY !!! Do your homework on the tour/cruise etc they are selling you before you commit & is it after all a really good deal ? I don't think so. Will review later on the entire holiday
Date of experience : December 12, 2023
Hi Rob, thank you for your feedback regarding your upcoming booking. I am sorry to hear your experience has fallen short of your expectations. Our packages generally do not include transfers, however, we have passed your feedback on to the relevant departments to look into for the future. I have requested a team leader in the aftersales team to reach out to you to address your other concerns. Kind Regards -My Cruises
If this is the service before we leave, what horrors await us ...
We have not even embarked on our trip yet and the service has been THE worst experience ever! I just spoke to Customer Service again, about Transfers, and was told there weren't any. When I tried to explain that yes there was as arranged originally, expecting a discussion/service to find out, she just fobbed me off 'with no there isnt, never have been' and hung up on me. This is pretty the attitude of their customer service team each time I needed to speak to them over the last 12 months or so. I would NOT recommend them at all, will never use them again. And actually fear for what we have in front of us on our holiday!
Date of experience : September 16, 2022
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Have booked again, great company
Great trip, well organised , this was our third trip with my cruises, just booked two more , we read the small print, take notice of cruise details and follow booking processes so no problems, also link into flights and reserve and book seats so no surprises, have always found all the staff helpful
Date of experience : June 04, 2023
Reply from My Cruises
Hi Carol, thank you for your kind review. We are thrilled you've had wonderful experience with our team and thank you for your loyalty. We look forward to having you on board once again! Kind Regards -My Cruises
NO NO NO..STAY CLEAR OF THIS COMPANY
My experience... Booked cruise holiday.. rang on date deposit was due as we had not been given details how to pay.. was advised cabin not available but for another 1000.00 a similar one was. Esculated complaint and cabin was found. Paid deposit. Paid in full as required 6 mths prior to holiday. 4 months before holiday was advised cruise was cancelled but airfares were booked so amended itinerary would be sent. 3 months before holiday ammended itinerary was sent, which did not include many things we wanted and did include many days that we would have to put extra funds into for meals, travel etc We accepted anyway and were told we were on standby to see if we could get in. 2 and 1/2 months before holiday we were told of airline changes and advised we had to organise and pay for an additional 2 nights in Vienna ourselves. At this point we decided to cancel. Have now been advised refund will take 16 weeks and we will only get back our payment less any cancellation fees their suppliers charge them. So we paid in full for a holiday package they are not able to deliver and cannot get a full refund... or any refund for 26 weeks. I have never had such a terrible experience with any travel organisation.. as per all the other revkiews (which I wish I had read first) .. DO NOT HAVE ANYTHING TO DO WITH THIS COMPANY... Sadly the response below does not address the dreadful customer service. The fact we had to chase up to pay our deposit and were asked to pay another 1000.00. The issue that were advised our place on the amended itinerary was 'subject to availability' and we have never even been confirmed to be in this trip. The refund we were advised would be given 'based on individual bookings' has never again be mentioned. It does not explain how a full refund is not immediately provided when you have had our money since last September for a trip that has been amended a LOT.... and your last advice to us was we would be accepted on it subject to availability. You had not even confirmed we were actually able to go on this trip!!!!! Also... re your customer service. Your operator advised she did not know who your governing body was, refused to ask a Manager, and despite several requests, refused to get a Manager to speak to me.. .. and to this day, no one from your organisation has.
Date of experience : January 10, 2024
Hi Amanda. Thank you for taking the time to share your feedback about your recent experience with My Cruises. We are sorry that the cruise lines & suppliers within your package needed to cancel and/or reschedule due to reasons outside the control of My Cruises. We have sent you through a number of options, and we are aware you have chosen to take the cancellation option. A refund of your purchase will be provided to you once the suppliers in your package have provided this through to My Cruises. Unfortunately, we are unable to provide you with this refund until we have received your refund back to us, and the timeframes advised by the suppliers within your package have been provided to you. Kind Regards -My Cruises
Flights booking component of this cruise package to Iceland terrible
This review is not focusing on Norwegian Cruise Line, which I found to be good ( apart from the tedious entertainment part) . It focuses on the flights booking part of the package which I bought from My Cruises.. which I understand to be a division of Ignite Travel Group. Flight from Oslo to Tromso ( 3rd flight in this package) had FAR too short stopover time. My Cruises changed my flight from from 1630 to 1500, without asking me if that's ok! My partner stayed on the later flight. On arrival in Oslo, with incoming flight delayed 20 mins...NOT unexpected these days, we had to pass through Passport Control ( a slow process at Oslo), collect our bags some distance away and rush to SAS gate. Unsurprisingly, those of us booked on the earlier flight, missed it!! There were no seats available on the later flight. SAS were useless, staff uncaring.. and thus our options were to sleep in the airport and catch next SAS flight the following day ( after more than 20 hrs from Melbourne trip.. NOT appealing), find an hotel in Oslo for night or, buy another airline ticket ( Norwegian Airways) , enabling us to join our cruise group in Tromso. Most of us opted for the latter.. my cost was $ $379. On later contacting My Cruises ( Ignite Travel Group), I was informed that this short stopover time in Oslo was sufficient. Ridiculous.. in view of having to process through Passport Control. In fact, 2 planes came in at same time.. slowing matters further. Booking agency is expected to plan for such contingencies. The response from My Cruises/Ignite Group that I received stated " Should any out of pocket expenses been incurred from this reaccomodation, these will need to be claimed through your travel insurance policy." My Insurance policy does not cover Missed flights!! My Cruises/ Ignite Group deny any responsibility.. a very poor performance. I certainly would recommend against using this company.. you too could be victim of a changed itinerary without your permission and the high risk of missing a flight. Then, no responsibility taken or apology given. . Very poor indeed. Your reply to me via Trust Pilot was totally unhelpful. Clearly my Review was dismissed by you... how was it that my partner and many others stayed on the original flight from Oslo to Tromso, yet I, and several others, were bumped to the early flight. ( without this being discussed with me. Moreover, as I already stated, my Insurance does not cover missed flights. Please do not treat this matter in such a dismissive manner. I am happy to provide my MYC number.. how can I do that on a private communication?
Date of experience : August 24, 2023
Hi Judy, thank you for your review. Please be advised that, unfortunately, your flights are always subject to change from the airline, this is not something in our control. We recommend the best course of action is to consult with your insurance company. We apologise for your less-than-ideal experience and if you require any further assistance please provide your MYC booking reference number and our team will contact you directly. Kind Regards -My Cruises
Incompetent and uncaring!!
Worst travel agency I ever dealt with. Not only incompetent staff but uncaring impersonal staff. Iâve just returned from a flight to Singapore and a cruise back to Sydney on Virginâs Resilient Lady. Booked through MyCruises. The number of couples who booked through them and had nothing but bad comments and experiences that we met on the cruise was countless. Firstly I had to have emergency surgery 3 days before we were meant to fly off. While waiting for my surgery I had a few hours to change our bookingI rang MyCruises to see if we could move our flight 1 day forward. We originally booked premium economy due to my partnerâs double knee surger. I had paid $1500 extra for this.Originally the flights were free but economy. So she said there were no premium economy seats available for that day but she can book us economy for a paymentof $500. She said there apparently was a flight that departed at midnight and would arrive just a couple of hours before we needed to board the ship. I was happy to take it as we had no other options so she took my payment of $500 over the phone. A short while later. I received an email confirming our changed booking BUT it was for a completely wrong date and time!! It would arrive really close to ship boarding time too which would have been stressful. I immediately rang them again and asked what the heck happened?! Donât they check the booking details before sending them to me?! She said âoh the flights must have got booked out just as I booked them.â Doesnât excuse sending me the wrong booking. She then said oh there are premium economy seats now (miraculously) for me to book but I have to pay another $1000 on top of what I already paid! By now I was fed up with them and refused to give them anymore money so I booked economy. What started from free economy flights with the package now cost me $2000 extra in economy. Unnecessary stress just before my operation. On top of all that the rooms we were booked into in Singapore had a damp mouldy smell. We asked to change rooms. The smell was awful. The second room they gave us also stank so we asked for another room again. Finally the third room was ok but still stank a little bit. As it was only 1 night we beared it. I WILL NEVER GO THROUGH MYCRUISES AGAIN EVER!!!!
Date of experience : December 17, 2023
Hi Dean, We deeply regret the challenges you encountered during your recent travel experience. We sincerely apologise for the inconvenience caused by the booking errors and the issues with the accommodation in Singapore. This falls below the service standards we aim to deliver. Your feedback is valuable, and we assure you that we take this seriously. We are actively addressing the internal communication breakdown that led to the incorrect booking details and the subsequent inconvenience. We understand the importance of seamless travel, especially during challenging times, and we are truly sorry for the added stress. Our team is committed to learning from this experience and implementing necessary improvements to prevent such incidents in the future. If there's anything specific you would like us to address or if you have further details to share, please feel free to contact our customer support directly on 1300 829 694. Kind Regards, My Cruises
MyCatastrophes! more like
Our experience was very poor (which was reflected in just about everyone we spoke to). Although our booking process was smooth (although a bit pressured) it was downhill from there. Once booked, the service was a call centre with many people working from home and part time. The responsiveness was poor and the line often dropped out (ringing from suburban Adelaide). The aftersales team emails the product team! You then have to wait for them to email the person you spoke to in the aftersales team when they come back on duty, which could be days later if they are part time. Not helpful when the enquiry is urgent. Documents are sent about a week before travel, and we realised that there was an incorrect date on the itinerary stating we should be on a day trip, but it was actually the day prior. This threw the activities we had booked for that day into chaos. We spoke to another survivor of MyCruises who had told them about the dates issue prior, but they didnât bother to let us know. We booked 2 extra nights in Milan but the hotel had no information about this. We desperately emailed MyCruises multiple times with no response. Apparently they consider an 8-20 day turnaround time appropriate. We then had to contact friends (3 am Milan time) in Adelaide to ring MyCruises who were reluctant to deal with them. Our friends told them of the multiple emails headed âUrgent help neededâ which they found and they then emailed the hotel. Another person on the trip sat up half the night on the call centre wait line. I had thought that an issue with one booking of extra nights might have prompted them to check the others, but no. The irony of the trip is that we found a MyCruises representative was on the Avalon River Cruise (she didnât introduce herself formally to the group). Avalon is sensational- professional and slick. They donât need MyCruises. The good thing about having the rep on board was that she saw what a mess the transfer from Paris to the train station was and she organised a bus to transfer us from Basel to Milan rather than take 2 trains. Thereâs a whole lot more, and the consistent stories from others showed the total chaos of MyCruises. Our experience was by no means the exception. In summary, we survived MyCruisesâ ineptitude with the help of our friends, loved the Avalon cruise and will NEVER book a call centre trip again. Lesson well and truly learned.
Date of experience : May 05, 2023
Hi Kevin. We are glad this could be resolved after speaking with our Aftersales Manager who reached out directly to discuss further from your Product Review. Kind Regards -My Cruises
Buyer Beware
Buyer Beware - Know What Youâre Getting Prior To Making Any Payment!! We booked our bucked list cruise with My Cruises 2 weeks ago. When we spoke to the sales consultant we were advised that there was only one cabin left on our sailing date so we needed to be quick. As a result we subsequently paid our deposit. After looking at the booking summary we were sent, we decided that a package with My Cruises wasnât for us being that the price could fluctuate and that accommodation details wouldnât be given to us until possibly weeks prior to the cruise date. We wanted to have a bit more control of our holiday. Within 24 hours we contacted My Cruise explaining the situation and was advised that as a result of cancelling we would loose all of the just over $800 deposit we paid as per the terms and conditions in their contract. At this point we pointed out that the terms and conditions in the contract they sent out and the terms and conditions on their website differed remarkably. On the website it stated that if a cruise was cancelled a refund would be given except for an $150 fee per person which I was willing to wear. There was also a fee for flight and accommodation bookings but being that the cruise was not for another 18 months and they were informed within 24 hours flights and accommodation would have been impossible to have been booked. We then sent an email and within 48 hours the response left us even more confused. We were advised that we would be getting a refund of $200 and that My Cruises have now updated there Terms and Conditions on there website to match the terms and conditions they send out after booking. One would have thought that both terms and conditions should have been the same at the time of booking and you canât then change it to suite your narrative. One also would assume as per Australian Consumer Law that they advise you at the time of booking of their Terms and Conditions and not after making any form of payment. My advice, donât book with My Cruises and if anyone finds themselves in a similar situation contact Consumer Affairs in your State or Territory and lodge a complaint like we have. On a brighter note, we booked the same Cruise ourselves and despite what we were initially advised by the salesperson, there was still plenty of cabins available.
Date of experience : July 06, 2023
Hi Matt, thank you for your review. We are sorry to hear your experience with us has been less than ideal so far. Could you please provide your customer reference number? We would love to investigate this further and have our Aftersales Team Leader give you a call to discuss your booking. Kind Regards -My Cruises
Avoid My Cruises
Never book with My Cruises. When first booking, they are happy to take your money. After that you have real trouble speaking to someone there if you need to. Most of the dealings are done by email but some questions cannot be answered clearly by email. When booking be aware that the do not include all necessary transfers and they can add up to a lot of money youâre not expecting to have to pay out. Also do not expect to receive all your documents in a timely manner. We received ours 4 days before we flew out. As we had to leave home early to go to drop our dogs off, it was difficult to have the paperwork printed. My Cruises told me to go to Officeworks or the local library to have it printed. As we live in rural NSW and were travelling also to rural NSW neither of these options were possible. We are elderly and were put in quite a spot to get things done. One confirmation came after the others and we did not see it till we were about to board the plane. Some of the people did not have access to their emails and were unaware that things had changed. On our recent trip, when we got off the plane, there was no transfer to the hotel. There were approx. 100 people who had booked with My Cruises on the flight but at this stage we were unaware of each other and each had to organize our own taxi. It cost each of us 120-150 Euros. This was a large amount of our money that was not expected. When we got to the hotel we were all discussing the cost and found out we had all booked the same holiday. For the next leg of our journey we had to go from the hotel to the Central rail station. Once again no transfer had been organized. A group of us did organize a maxi taxi and we were lucky we did because that day there was a taxi strike and most of the people had a lot of trouble getting to the train. When we arrived at the end of the train trip there was again no transfer. Not knowing where we had to go, we got ripped off by a taxi who charged us 75 euro when the hotel was actually only 2 blocks away and from the hotel we could see the hotel. A transfer was organized to get all of us to the ship but getting from the ship to the airport to come home was not organized and it cost us 75 euro each for the ship to organize it and there was no other way to get to the airport from the port as it was about 1hour away. Of all the people we spoke to that booked through My Cruises, there was not one person who was happy with the company or the arrangements. All in all, it was a disaster and cost us a lot more than we expected. Had it been included and the price slightly dearer to cover these things, we all agreed we would have paid it.
Date of experience : October 06, 2023
Hi Lorraine, We sincerely apologise for the disappointing experience you've had and we understand the challenges and frustrations you've faced during your recent trip. Your feedback is concerning, and we take it seriously as we strive to improve our services. We regret any miscommunication, inconvenience, and unexpected costs that occurred during your travel experience. Our goal is to provide a seamless and enjoyable experience for all our customers, and it's clear that we fell short in your case. We would like to investigate the issues you've raised further and work towards a resolution. If you could provide more details such as your MYC booking reference number or reach out to us directly on 1300 829 694, we would appreciate the opportunity to address your concerns. Once again, we apologise for any inconvenience caused, and we hope to have the chance to make things right. Your feedback is essential in helping us improve our services for all our customers. Kind Regards, My Cruises
No idea how to reply to your requestâŚ
No idea how to reply to your request for our MYC reference so here it is: MYC40950
Hi Debbie, we can see your updated review, thank you for providing your MYC reference. Our team will be in touch to further discuss. Kind Regards -My Cruises
Their customer service ndâŚ
Their customer service and communication could be improved upon. We booked a cruise pre-covid. Every year it was postponed we had to action the change. We never received any voluntary communication from my cruises. Not really a way to treat customers who stuck with them throughout covid. The holiday itself went smoothly. Picked up at the airport - tick. Coach- cramped, uncomfortable, no toilet, but driver was good. Guide - tick, local guides- tick. Hotels - mostly clean, but positioned in business areas so little opportunity to get out. As it happened we rarely got to hotels until 7pm after a heavy day sight seeing and traveling so didn't really matter. Hotel in Rome was awful, like an Austin Powers movie, however it was the only hotel out of the trip in an area with places to eat and shop. Milan hotel was in a really bad area, really rough. I would have been happy to swerve Milan to be honest. Como day trip , como us lovely and would gave preferred to have been in a hotel there. Disappointed that we saw nothing of Florence during the Coach trip as taken to Tuscan towns which were lovely, but we did want to see Florence. Overall it was very rushed, and our group was 50 so at times a little busy. We wasted a lot of time waiting for later comers from the group (shoppers) and those that got lost. Although a coach tour is a safe and easy way to get around you do waste time and only see what the guide arranges for you to see. It does allow you to plan where you would return to. The cruise was ncl. We didn't like this cruise line. Too noisy for us, difficult to get into complimentary venues, two hour waits for some. Couldn't get into syds pour house at all. Same mediocre food in buffet which is often the only option to eat. Long waits to get a drink. So if you are on a package you would struggle to get your monies worth. Most drinks are made up of ice. Ordered a coke zero and they make three drinks with one can, do order without ice of you want a full drink. We have normally cruised on celebrity and now know it's the right cruise line for us. Would I use my cruises again- probably not as I am quite able to organize myself and not sure I saved anything using them. Overall it wasn't a bad experience and everything went as planned. So would suit most people, but just not for us.
Date of experience : October 03, 2023
Hi Ali, thank you for your review. We appreciate you taking the time to provide your feedback and we will ensure this gets back to the relevant departments for review. We are glad to hear you had some positives from your trip and have found the right cruise line for you in future. If you would like to discuss further wit our team, don't hesitate to contact our Customer Service team on 1300 829 694. Kind Regards -My Cruises
Strongly not recommended
REVIEW â STRONGLY NOT RECOMMENDED! I would not ever consider using âMy Cruisesâ/âIgnite Travelâ again. I would not recommend this company to any of my friends and do not consider them a suitable company to deal with. Communication and booking information has not been easy to extract and the whole process has been very stressful. I still do not have the information I have requested. I have on more than one occasion considered cancellation. But I have even less faith that I would receive the monies paid given the level of communication and integrity I have encountered thus far. More than 15 emails to Ignite Travel and My Cruises Customer Service from Feb 2023 â March 2023 to alert them to the facts and considerations required to cater for accessibility for a wheelchair client. Very unprofessional and unsatisfactory responses with numerous excuses for delays and lack of communication, from Covid 19 to extremely heavy demand, âthat is being handled by our âdedicated air teamâ. My Cruises policy statement is a total farce and they do not make any attempt to meet the stated objectives and have breached their own policy statement (direct from My Cruises Receipt letter, Terms and Conditions) âOnce your 2nd payment has been processed, your booking will then be handed over to our dedicated air team to finalise your flight arrangements. Depending on the release of flight schedules, you can expect to hear from one of our flight specialists approximately 8-10 months prior to your scheduled travel dates to discuss optionsâ We had fully paid all costs in November 2022 and not received a single confirmed booking, flight or accommodation ! Our departure booking information from Adelaide and accommodation in Perth before departure has still not been confirmed yet (11th April â23) and our cruise is departing from Fremantle 23rd April 2023. Our return flight has been confirmed but not the outgoing Adelaide flight. I have repeatedly informed them that as a wheelchair bound client, I require particular considerations and meaningful communication, and this has to date not been received. After a long telephone (12.04.23) wait I was connected to a very helpful gentleman who was able to give me the accommodation booking and the flight booking. He was not able to explain why the bookings had not been communicated. The bookings had been made just not sent to us. On the cruise we did not speak to any person who had enjoyed the experience of dealing with the above MyCruise/Ignite Travel. Simon Playfair
Date of experience : May 15, 2023
Hi Simon & Pam, thank you for your review. We are glad this could be resolved after speaking with our Aftersales Manager who reached out directly to discuss further from your Product Review. Kind Regards -My Cruises
DO NOT EXPECT GOOD CUSTOMER SERVICE
DO NOT EXPECT GOOD CUSTOMER SERVICE We recently used MyCruises for a 16 day European trip, returning about 10 days ago. Right from the time of booking we experienced horrible customer service. I advised them prior to booking that we needed to change our flights from Australia as we were doing additional travel ahead of theirs and was reassured that itâs an easy process to do so. A few months later, other people in the group that we were doing the MyCruises trip with had started to receive their flight details so I contacted MyCruises to start my process. I was told that they contact people when needed so I should wait to be contacted. Another week later I had not heard anything so rang again to get the same message to wait and someone will contact me to organise the flights ahead of them being booked. Then a few days later I got an email with the standard flight dates so I tried to call to discuss our amendments and was told that I need to email. This is where the nightmare started! The only way to contact the flight team is via email. The person that I was dealing with must have had very poor English comprehension skills as it took me a frustrating 28 email exchanges over the next 3 weeks to attempt to get my flight scheduled. I asked for flights to be booked with Emirates if possible but was told that they donât have an affiliation with them. We were flying from Australia to Hungary for a few days then on to Italy to meet the start of the MyCruises tour. MyCruises said that they can book the additional flights needed for us so I detailed very clearly when I needed to depart Australia and depart Hungary. The email exchange proposed some flight dates and times that would work but not others. When confirming some but asking for others to be angered they would change the entire lot of flights. Then next email would have a whole new set of dates and times what didnât align with what I had advised I wanted. I ended up taking screen shots of the flights I needed and laid it all out in email, just to have a different proposal out to me saying that the previous flights are not available anymore because I took too long. Now close to a month after I started the process, I got angry and asked to deal with someone else who understood what I was asking. It took one email exchange from the next person to book the flights that I was asking for as apparently they had become available again. They were the best of the flights offered but had 2-3 legs each way with layovers, taking a long time to get to the destinations. I wasnât happy with the flight but settled as I needed to lock something in and was so frustrated with the multiple emails and timeframe. Upon speaking with some of my travel friends, they were allowed to fly with Emirates so it seems that they do have an affiliation after all. Our tickets were not sent to us for the cruise and transfers etc until we had already left Australia so had to try to find a place to print them in Italy ahead of the cruise, however they knew the dates we were leaving the country! We had pretty decent hotel accomodation with the exception of two nights but I donât think that MyCruises were to know that the bed mattress was like a brick so I donât blame them. We assumed that as it is a package deal that ALL transfers would be included, however it was not the case. We had to organise our own transfers for half of the package. At the end of the day, I believe that MyCruises packages are value for money if you donât want to make any amendments. In our case, the change of flights added a huge additional cost and the headache that went with it just wasnât worth it. MYC-28748
Date of experience : October 14, 2023
Hi Mary, thank you for your review. We apologise for your less-than-ideal experience in relation to your flights. We pride ourselves on our customer service and are sorry to hear we fell short this time. So we can investigate further could you please provide your MYC booking reference number? Kind Regards -My Cruises
The reply from the head of My Cruises Air staff is insulting and stupid !
Unfortunately, the option to give My Cruises 0 stars is not available. The eventual email reply from head of the My Cruises Air (flights) department regarding a number of travellers missing a connecting flight, (via emails we have sent during & after the most un-enjoyable fly/cruise holiday I have ever experienced), as all his other staff memberâs replies, was ridiculous. Some members stated that we were the only ones who missed the connection flight while an email we received a week later acknowledged that there was a significant number of passengers that missed the connection and that they were looking into it in case it affected the return flights. In regards to the issue of the return flights being automatically cancelled because we missed the last flight leaving home, we never received any confirmation that the flights to return home were still valid. Meanwhile, during the whole holiday we were trying to arrange an earlier first flight home to avoid a repeat of missing the connection between the short first flight and second / third much longer flights where again there was insufficient time allowed to successfully transfer to another flight with a another airline which involved, again as at Oslo, where we had to wait to collect our luggage then check it in again after passing out, then in again, through security checkpoints. To constantly repeat that there WAS sufficient time to transfer between flights is just plain stupid when there WAS NOT sufficient time as everyone on the late arriving Qatar flight to Oslo missed the SAS flight to Tromso. And to finally point out that we should have waited at Oslo for assistance from the airlines involved is just another insult to us. All of us stranded at Oslo contacted both SAS, the missed airline & Qatar asking for help, only to be told by Qatar that they would happily book as all on a flight the next day at the same time at our cost, when there was another airline departing soon that allowed all the stranded travelers time to arrive at their pre-arranged accommodations only a few hours late. As far as SAS were concerned they waited 7 minutes, even though the Qatar flight was 15 minutes late. But they made no effort to assist the group of passengers to check in their bags & board before the Tromso flight departed. Plus we would have been up for more cost in accommodation & transport in Oslo, when we had already paid for transport & accommodation in Tromso. Also, to repeatedly say insurance will cover the costs and then completely ignore our request for assistance in making a successful claim, only shows how little anyone at My Cruises cares about their customers after they have got their money.
Date of experience : December 19, 2023
Hi Roderick. Thank you for providing your feedback about your recent experience. Our Head of Air Operations has reached out to you and has discussed this booking and the concerns you have raised. The MyCruises Air team checks all airfares, ensuring these meet the requirements of the airlines & airports before confirming our options. We apologise that we are unable to assist with the outcome you are looking for, that occurred due to the additional delays on your day of travel. Kind Regards -My Cruises
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Greedy, Greedy, Greedy
We booked a holiday and paid in full. Due to my husbandâs medical problems we had to cancel 50 days prior to travelling. We fully expected to pay cancellation costs. Cost of trip $17,978. Cancellation costs $17,978. I have read all of the 3rd party terms and conditions and they all refund either all or a portion of the money. Leads me to believe My Cruises are keeping it for themselves. Disgraceful. My Reference No. is MYC-41052 Further to my review, Royal Caribbean International have rung twice on 1st and 3rd October asking why we didn't board, and if we will be boarding at the next port. So it seems it was never cancelled. Surely, as we cancelled 56 days ago, if My Cruises had advised the cruise liner we would have got a refund. Totally inept.
Date of experience : 07 August 2023
Reply from My Cruises
Hi Sue, thank you for your feedback. We are very sorry to hear you had to cancel your holiday. Thank you for providing your booking number, our Aftersales team leader will be in touch to discuss further. Kind Regards -My Cruises
We just came back from our Japan tour (MYC44582 Beautiful Japan with Kyushu 05/09/23-18/09/23) and had the best time! Our tour guide, Eriko, was very knowledgeable, offering informative and engaging commentary about the destinations we visited and recommending the best eats in the area. She went above and beyond to make sure everyone had a good experience and was overall very lovely and accomodating. It was also super easy to book with MyCruises and our flights only had one short layover! They were amazing to deal with :)
Date of experience : 18 September 2023
Hi Susan, thank you for your kind review. We are thrilled you had a wonderful trip to Japan and that Eriko and our team could provide an amazing experience. Kind Regards -My Cruises
Disgusting behaviour by MyCruises on refund
MyCruises (wholly owned by Flight Centre) require up to 12 weeks to refund our payment for 2 flights to Italy and return ($3400). MyCruises never booked the flights due to Christmas holidays and covid-19 and have held our money in their bank account since November 2019 (more than 5 months). In my mind this is fast approaching the point where they should be investigated for âmisappropriation of fundsâ, but the likes of state Consumer Affairs and the ACCC and their peak body AFTA are not interested in pursuing. Maybe I should try the Police.
Date of experience : 29 April 2020
MyCruises are useless and a rip off
Mycruises had left many of us Aussie Tourists stranded in Paris as the booked train trip to Barcelona was cancelled due to strikes ( we were notified by the Train. Company but not MyCruises. They say they have a 24 hour hotlne but don't answer it. Most of us booked flights to get to Barcelona out of our own pockets. Then when we arrive at our "Booked" Hotel from our itinery Hotel has no booking. Luckily the Hotel receptionist was brilliant abd helpful and found we were booked at another Hotel. So far out of pocket for flight taxi to airport ( Train was walking distance from Paris Hotel. And 2 Taxis in Barcelona to get to the correct hotel. What a horrid start to our trip. Just hope the remaining Cruise and Athen stay a trouble free. Great work MyCruises answer how about contacting your stressed customers.
Date of experience : 20 May 2023
Hi David. Thank you for your review. We apologise for the lack of communication you felt you received from us. We have taken your feedback on board for training and review. Kind Regards -My Cruises
By far the very worst travel agencyâŚ
By far the very worst travel agency that we have used. Atrocious communication and continued mistakes. First and last time no matter what they offer! The only positive was My Cruises was a topic of conversation amongst fellow cruisers at meal times, swapping horror stories and poor experiences. Beware, seek an alternative.
Date of experience : 14 April 2023
Hi there, thank you for your review. We apologise for the lack of communication you've received. So we can further investigate, what was your MYC booking reference? Kind Regards -My Cruises
Lousy point of contact
We booked a month-long cruise and land package via MyCruises. The booking process was flawless and our agent very efficient. However, MyCruises FAILED IMMENSELY as our point of contact when the cruising company changed our itinerary due to the Middle East conflict. The cruise company informed the travel agencies well before the departure date giving guests ample time to reconsider their travel plans: in fact, we later discovered that there were about 20% cruise cancellations. However, our MyCruises agent only notified us of the change in itinerary via email when we were already en route to London via Singapore; our flight departed at 14.45 and we received the email at 16.35. Other travellers we met at the airport told us that their travel agent had notified them well before and even offered the possibility to cancel their trip - an offer we would've taken if it was offered to us, as we chose this particular cruise package solely for Petra and Luxor. The only reply we got from our complaints to MyCruises was them notifying us that they "will pass on our feedback to the relevant parties for future improvement". We are totally disappointed with the way MyCruises failed as our point of contact and would not recommend them to anyone.
Date of experience : 24 October 2023
Hi MarisCass, we are very sorry for the immense inconvenience caused at such time. We understand how disappointing this would have been. Thank you for taking the time to write this review as it helps to improve our performance going forward. Kind regards, My Cruises.
Theft of deposit and worst service ever... were not allowed to travel on our booked cruise and cancelled our cruise without permission!!!
Booked a Virgin cruise through my cruises, only to fall pregnant so we were unable to go on the cruise as it dosent allow children. We asked my cruises what to do and if they would allow us to cruise still (cruise booked was just before due date). They said we were not allowed to go on the cruise. So we asked if we could have our deposit back and they said no. They then asked us to cancel and I said no because we still want to go on a cruise and to please rebook us on another cruise with the same cruise line. They proceeded to cancel our booking without our permission and kept our deposit of $2000, without offering any alternativeway to use it.
Date of experience : 29 May 2023
Hi Lauren, thank you for your review. We apologise for the circumstances; however, Virgin Voyages also has a strict no-children policy which you would have been aware of prior to booking and you can understand is out of our control. Our cancellation policy is also clearly stated prior to booking. So we can investigate further surrounding your cancellation further, could you please provide your MYC reference number? Kind Regards -My Cruises
If I could give a -5 I would
If I could give a -5 I would Stay away from this thieving mob! I have been waiting for a refund since August I have all the emails. In August I was told it could take upto 12 weeks, it is now 23 weeks and Iâm still waiting for my refund In December they told me they received my refund from Princess but hadnât processed my refund even though they received it. I was told that she started the process and it could take upto a further 4 weeks itâs now 6 weeks making it a total of close to 6 months if not longer. STAY AWAY AND KEEP YOUR MONEY SAFE
Date of experience : 23 August 2023
AVOID AT ALL COST -
AVOID AT ALL COST In October 2022 we booked with MyCruises a trip to Japan 21 days Asian to Japan on the Royal Princess departing 6th April 2024. We wanted to choose our cabin and was offered a Deluxe balcony on Riviera deck Cabin 508. great paid deposit etc. Did advised that we may want to change flight dates. Checked through Princess website in March and our cabin was still R508 on Deck 14. Ticketing ignored our requests â they just issued tickets had us arriving on the day the ship sailed. Then final payment time and only to find our cabin had been moved to deck 9 âRIGHT OPPOSITE THE LAUNDRYâ (having cruised many times we know that is NOT a good place to be). On speaking to My cruises was advised we were advised âbeen given a complimentary upgrade !!! More like a down gradeâ We had booked early on be able to pick our cabin â grrr. They reckoned they couldnât do anything about changing the cabin away from the laundry. And they would only charge us the deposit of $3,300 as a cancellation fee! So we have no holiday in April that we were looking forward.
Hi Kate, thank you for your review. We are sorry to hear you are unhappy with your cabin placement and can understand your complaint. So our Aftersales team can investigate further, what was your MYC booking reference number? Kind Regards -My Cruises
Do not trust this company they have theâŚ
Do not trust this company they have the worst customer service and do not take responsibility for the issues that they cause. Try and get hold of them after you pay your hard earned money. They do not take responsibility for any problems. We were not even on the hotel register when we had flown in after a long flight to find they had the wrong week,yet all our printed and online documents were correct. They only do transfers from one hotel when they knew we were staying over 1k with 3 weeks worth of luggage.Don't try and contact them out of hour's and do not swear even if you care at your wits end when you finally get hold of someone, they could not even find our booking, we were in the OLD SYSTEM totally unprofessional. They have offered a pittance of a credit for the stress caused, not good enough.
Date of experience : 13 June 2023
Hi Christine, thank you for your review. We apologise this was your experience as it does not align with our company values. We have passed your feedback on to the relevant departments for further training. Kind Regards -My Cruises
DO NOT BOOK with this company
DO NOT BOOK with this company. We are about to travel to Artic Circle but from the moment we paid our 2nd installment we have had nothing but issues. More money for international flights and 1 member is flying home later and MYC has informed them that they have to pay extra for the connecting international flight back to Aus due to the fact that its a split date and not traveling back on the same day. Very poor service and NO where it states that this is the case. Update. Just received our travel docs 7 days before we leave...7 to 10 months they said in their contract..not even close MyC.
Date of experience : 24 April 2023
Hi there, thank you for your review. We apologise for the less than ideal experience you had prior to departure. We have taken your feedback on board for training and review. Kind Regards -My Cruises
MyCruises Rip Off
We booked a cruise and it looked like we may have to cancel. Sent numerous emails to MyCruises asking what the consequences would be. It turns out if you send an email and it is NOT important to them it gets sent to the bottom of the list and is not looked at for months. We missed the deadline for payment. The cruise operator Virgin Voyages told us via email that we would get a cruise credit. Now MyCruises advise us that we are NOT entitled to a refund or a credit because of "special conditions" when we booked and that our booking was done under wholesale booking rules and not retail and aren't entitled to a refund or a credit. When pushed, MyCruises advised that Virgin Voyages had taken $600 per cruise and MyCruises took the rest. Book through a local travel agent or direct with the company. Don't trust MyCruises.
Date of experience : 27 February 2023
Hi Glen, thank you for your review. We are sorry to hear you had to cancel your cruise holiday. Our T&Cs cover our cancellation policy and are provided prior to booking. Kind Regards -My Cruises
Canadian Mountains and Alaska.
Recently did a My Cruises trip to Canada Rocky mountains and then ship to Alaska. More than happy with the organization and inclusions. We were lucky to have had Shelly as our guide who did an excellent job. Yes, would recommend.
Date of experience : 25 August 2023
Hi Roy, Thank you for your fantastic review! We're thrilled to hear that your My Cruises trip to the Canadian Rocky Mountains and Alaska exceeded your expectations. It's wonderful to know that Shelly, your guide, did an excellent job. We appreciate your recommendation and look forward to assisting you with future travel plans. If you have any more feedback or questions, feel free to reach out. Kind Regards, My Cruises
DO NOT TRUST ANYONE FROM THIS COMPANY CHECK THE ITINERARY AND MAKE SURE THEY HAVEN'T ALTERED ANYTHING BECAUSE IF THEY CAN GET AWAY WITH IT THEY WILL ITS ALL ABOUT GETTING YOUR THEN ONCE THEYVE GOT IT
I haven't been on the cruise yet but already your company is destroying the pleasure of a holiday. First of all I was pressured into making a booking it was the last cabin the last flight won't get a cheaper price. The booking was made the itinerary was delivered and when my friend looked at the itinerary she discovered the return flight had been altered to Sydney via Melbourne which the sales person did not explain to me at the time so itinerary was altered without my knowledge or consent. I called the office and arranged to stay an extra night in Tokyo at my expense because the next day was the only direct flight available but then I noticed that transfers were not included but it states categorically on the internet that they are. So l again called the office and all I got was another copy of the itinerary they were just not interested. The treatment received was appalling they were not interested in customer satisfaction they just wanted the sale. The holiday isnt until October but I would never book another holiday with this company I shudder to think what other surprises await me if we ever get started.the booking number is MYC-58342 PLEASE RESPOND ASAP zero stars
Date of experience : 13 November 2023
Hi there, thank you for your review. We are sorry to hear that you have had this experience, as it does not align with our company values. We have been informed that you have now been contacted directly by our senior management regarding this issue. We sincerely hope a resolution can be reached. Kind regards, My Cruises.
Donât just read the bad reviews of mycruises
After having booked a Mycruises Mediterranean ocean and Rhine river cruise I was really nervous and sceptical after reading the terrible reviews. The whole experience was absolutely fantastic, the documentation was spot on from our travel agent.Hotels were definitely 4 stars and were very central and close to the main train stations in Rome and Milan .Yes it was school holidays in Europe so the Norwegian ship was very busy, we expected that. We had to organise some of our own transfers and we knew that otherwise you pay much more and go with one of the more expensive companies. Overall we could not complain at all and had a wonderful holiday.
Date of experience : 12 August 2023
Hi Jane, thank you for your kind review. We are thrilled you had a great experience with our team and a wonderful cruise holiday! Kind Regards -My Cruises
Disappointed with My Cruises
Disappointed that my cruises, as my travel agent, did not support me as a customer to try advocate to P&O to get some form of compensation for a terrible cruise. Their communication is terrible - really felt that innocent they got their money from me- I was on my ownâŚâŚ. Very sad Wonât be using them again Well - can you believe myCruises have only now responded - months later - no personal contact - just the response to this review just to show the outside world that they care enough to look at this - if they really cared - they would contact me personally and offer support personally - not just to a written review ââ goes to show what they are actually like!!! Beware!!!!
Date of experience : 06 April 2023
Hi Therese. We apologise that your P&O cruise wasn't up to the My Cruises standard. So we can further investigate, what was your MYC booking reference number? Kind Regards -My Cruises
Dreadful After Sales Service
I had to cancel our trip due to my husband being diagnosed with cancer and needing surgery. I contacted my cruises by email several times, warning of cancellation, confirming cancellation and asking for a letter my insurance company had asked for. Next I received details of hotel bookings, flights, etc. They had done nothing. I am still waiting on a letter for my insurance company. Every time I contact Mycruises I get onto a different person, they wont allow me to talk to the insurance people, they wont allow me to talk to a team leader. Customer Relations tell me they are understaffed, why do I get on to all these different people each time then? Apparently management are aware. Suggest they dont take on so many bookings if they are unable to cope and have to resort to bad customer service. Mycruises send out numerous trip marketing emails, I would rather they concentrated on giving good after sales service. Having looked through reviews on this website I can see there are people in the same position as me or worse. Booking Ref. MYC33762
Date of experience : 05 September 2023
Hi Sandy, thank you for your review. We are so sorry to hear of your reason for cancelling. We apologise for the lack of communication and service you've received as this doesn't align with our company values. So we can investigate further what was your MYC booking reference number? I will have one of our team leaders contact you to discuss further. Kind Regards -My Cruises
The end of the cruise accomodation in Milan was to be 4 to 5 stars. Instead the group was split up with some getting city centre while 20 of us ended up miles out of the city in Chinatown ! Room was filthy and whole place smelled of cigarettes. Tried complaining to hotel staff who moved us to a new room which was just as bad ! My Cruises made excuse after excuse and after a lot of pressure they offered a $200 voucher for another my cruise ! I can't print my response. DON'T USE
Hi Joseph, thank you for your review. We apologise this was your experience as it doesn't align with our company values. We have taken your feedback on board and passed it on to the relevant departments for further training and review. Kind Regards -My Cruises
Haven't left yet & already problems
This is just the beginning & haven't really started our trip yet!! Looked like a good deal Europe land tour then end with a cruise flights included. Go to Cosmos website to book optional tours. Because it is a group tour , nothing is available from Cosmos for us to look at. No hotels we are staying in no nothing. Looked up our transfers from airports to motels & motels to railway station. None are provided & there is nothing said in the T & C's of it not being included/excluded Had I known I would have not looked at this package. Now I will need to spend $500 on top of the cruise/tour or more on transfers via taxi etc. I note the My Cruises comments from management are all the same .....hope to see you soon on another My Cruises booking etc........NOT LIKELY !!! Do your homework on the tour/cruise etc they are selling you before you commit & is it after all a really good deal ? I don't think so. Will review later on the entire holiday
Date of experience : 12 December 2023
Hi Rob, thank you for your feedback regarding your upcoming booking. I am sorry to hear your experience has fallen short of your expectations. Our packages generally do not include transfers, however, we have passed your feedback on to the relevant departments to look into for the future. I have requested a team leader in the aftersales team to reach out to you to address your other concerns. Kind Regards -My Cruises
If this is the service before we leave, what horrors await us ...
We have not even embarked on our trip yet and the service has been THE worst experience ever! I just spoke to Customer Service again, about Transfers, and was told there weren't any. When I tried to explain that yes there was as arranged originally, expecting a discussion/service to find out, she just fobbed me off 'with no there isnt, never have been' and hung up on me. This is pretty the attitude of their customer service team each time I needed to speak to them over the last 12 months or so. I would NOT recommend them at all, will never use them again. And actually fear for what we have in front of us on our holiday!
Date of experience : 16 September 2022
Introducing My Cruises
29 September 2020
Let us introduce My Cruises . An Australian owned and operated company based on the Gold Coast, Queensland, bringing you unbeatable cruise deals from around the globe.
My Cruises are a package specialist, creating exclusive cruise deals that include the very best cruises, from the very best ports, with the very best itineraries.
From the moment you call their dedicated cruise experts, to the moment you are safely back on dry land, the My Cruises team have your cruise holiday covered.
They will arrange everything for you to make your experience as enjoyable and memorable as possible, because they know it’s the little things that make a big difference.
Packaging together their selection of cruises with pre-cruise accommodation, flights, transfers and bonuses, such as on board credit and day tours, My Cruises have created a truly unique concept designed to make your cruise holiday completely hassle free!
Whether you are a cruise veteran or a first-time cruiser, My Cruises offer a range of deals that are suitable for every type of traveller.
Choose from luxury all-inclusive river cruises, unbeatable value family cruises, or expedition cruises that will take you off the beaten track to explore the wonders of remote islands and isolated coves.
If you have not been on a cruise before, what are you waiting for?
Animal-lovers will enjoy cruising in Alaska, while wine connoisseurs can take a leisurely European river cruise, and culture vultures will go mad for the interesting ports of call on a cruise around Asia.
Visit www.mycruises.com.au to find out more!
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Reviews 2.1.
Most relevant
Refunds: MyCruises cancelled in Feb my Dec cruise from Virgin due to repositioning. I was offered a full refund which we agreed on, via my TA who booked this. They are getting the run around re refund which was supposed to be 6-8 wks . I've tried to phone MC who won't tell us anything. I've also been on Cruise blog and it appears some passengers git refund after a few wks. Who is holding this $$ Virgin cruises or MC. Help please
Date of experience : 27 February 2024
Totally unfair treatment from My Cruises
Our original MSC Med. cruise was cancelled, and we took up the option to replace it with 2 similar ones. Months later after chasing Ignite Travel and My Cruises up constantly, we were told our application had been unsuccessful and received a refund of just over $4000. This included the price of the original cruise PLUS the air fares from Australia. This was incredibly frustrating as we knew both cruises still had vacancies - confirmed by MSC. As we didn't want to lose the trip, we booked ourselves on to these 2 cruises but it cost us over $8000, and we'd had to pay the airfares on top of this. On these 2 cruises everyone we met from the same company had been transferred for the original amount. We would like to know why we had not been transferred, and what the criterion was for refusing our application when everyone else was accepted. This whole experience with your company has cost us a small fortune, and as we are elderley pensioners it has not been easy. Judith & Hal Orth
Date of experience : 07 April 2024
Reply from My Cruises
Hi Hal, thank you for sharing this review. We understand that you have left previous reviews regarding your experience which we have passed along to our Customer Service Team, and we will forward this one as well. Kind regards, My Cruises.
Our Princess Cruise Experience; So Disappointing
We cruised with Princess Cruise line on the Crown Princess to the Hawaiian islands out of San Francisco, CA 4/4/24 and returned 4/20/24. We have cruised before, but this particular cruise was a complete disappointment. We have always been impressed with the great buffets on our past cruises and other dining options in the past, but the buffet wasn't; as good as, Golden Corral! The salads had no flavor, bacon was raw in appearance, Baked beans were just Pork n Beans. People were filling their drink cups and thermoses at the waitor's drink stations; if there had been a pandemic we would've been in trouble! I am always cautious; using my own bleach wipes to be safe when we dined, but even though I still ended up sick. I would venture to guess that at least 1/3 of the cruisers if not more became ill. I have never been sick on any other of my cruises in the past. I took photos of many people filling their personal containers at the drink station daily. We booked an excursion through Princess in Kauai to see a plantation and Panoramic Opaekaa Falls.We could not believe that this was an excursion provided by Princess cruise lines. Boarded a small train at the plantation for what consisted of a total of about 25 minutes (10 minutes of which was a stop to feed pigs and chickens, which we could've done at our local zoo!) The excursion promised shopping at the end of the train ride, but we were told we had 10 minutes to reboard the bus. This was barely enough time for a bathroom break; in fact, we ended up leaving two of our passengers behind. When we arrived at Opaekaa Falls, we were again told that we had 10 minutes to walk to the overlook and get back to the bus. It took the better part of 10 minutes to get everyone off of the bus! For this we paid $129.95 each. We along with several other participants in this excursion were left wondering what we even paid for... This was pretty much a no frills cruise.
Date of experience : 03 April 2024
My Cruises advertisement
I read an advertisement from My Cruises today for a 16 day cruise on the Diamond Princess ship out of Singapore to Malaysia, Thailand and Vietnam Dec 7 2025. Looks fantastic. Then I went to Princess Cruises website and looked up the different departures for this same ship and they (Princess), DO NOT mention this ship doing this departure date or the itinerary that My Cruises says it's doing. This seems strange to me???
Date of experience : 26 April 2024
Hi Sheryl, the package is live and can be booked. It is also promoted on Princess' website here: https://www.princess.com/cruise-search/details/?voyageCode=M536. Kind regards, My Cruises.
Classic Europe 2024
Classic Europe 2024 I wanted to wait until we have finished our tour before submitting a review. We have just came back from our tour yesterday and although we are exhausted but definitely had a great time! From booking time to the end our tour we cannot say anything bad. We had an open mind as we really didn't know what to expect. We had read everything to prepare ourselves (including the "walking" lol). * Octavia Whittaker took my booking and did very well at answering all my questions. * Received all my paperwork 2 weeks prior to our departure. * Andjela Duric was our Tour leader and cannot speak highly enough of Andjela. Her knowledge is so vast and so good, very conversant in so many languages, so easy to understand and very easy going (though firm). I wish everyone that goes to this tour has Andjela- she makes the tour what it is. We took all the extra tours offered on our spare days and though we were exhausted as it then made our schedule very hectic but we saw and did so much.
Date of experience : 24 April 2024
Hi Jonah, we are so glad you had an incredible time exploring Europe on the Classic Europe 2024 tour! It's great to hear that Octavia provided excellent assistance during the booking process and that Andjela's expertise as your tour leader made the journey unforgettable. We appreciate you sharing your positive feedback and hope to welcome you back for more adventures in the future. Kind regards, My Cruises.
I was going to book an Alaska
I was going to book an Alaska, Canada cruise combo, but after reading all the reviews I am pooped scared that it will happen to us too. The responses to the complaints and even more disturbing.. đł Maybe they should close their doors. Thank you all for the heads up đŽâđ¨
Date of experience : 25 April 2024
Hi El-marie, we are sorry to hear this. Should you change your mind, we would love to host an awesome cruise adventure for you. Kind regards, My Cruises.
MyCruises response just weasel words
Very disappointed with this oufit (owned by Flight Centre). They're only interested in getting your money while their customer service is appalling. Their flight/cruise package promotion promises 'peace of mind travelâ with 'every detail taken care of' which is grossly misleading. It is far from peace of mind travel if we have to get up at 2am in the morning to check in for a 6am flight departure. Changing to an afternoon flight costs an extra $1600pp. Neither is it 'peace of mind' when they can't inform us what hotel accommodation they have booked before the cruise until a week before departure. Nor is 'every detail' taken care of when we have to organise all transfers ourselves. Had we known all this beforehand, we would never have booked this cruise.
Date of experience : 30 January 2024
Hi Ewiland, we are sorry to hear about your disappointing experience with My Cruises. We understand it is frustrating when promises of 'peace of mind travel' fall short, with inconvenient flight times and additional costs. Lack of communication about accommodation and transfers adds to the frustration. Your feedback is valuable for improving customer experiences. Kind regards, My Cruises.
The biggest nightmare of all myâŚ
The biggest nightmare of all my travels. Due to the changes in the Suez Canal cruises I have not been able to get the full itinerary of this very expensive trip till 3 days before departure and not the full itinerary. Although I had booked one year ago I still have no idea what the final booking details are and the Virgin app is given me different information from what My Cruises gave me 6 weeks ago. I am fuming. Flight Centre owns My Cruises and they can not even deal with each other to give the customer good service. No one is telling me anything. I have to keep hounding them.
Date of experience : 10 April 2024
Hi Marilyn. We apologise for the frustration and inconvenience you've experienced regarding your upcoming cruise itinerary. We understand the importance of having clear and timely information for your trip. Please rest assured that we are actively working to provide final documentation and ensure you have accurate details well before your departure. Your satisfaction is our priority, and we appreciate your patience as we address this matter. Could you please provide your MYC booking reference number for our team to get in touch? Kind Regards, My Cruises
Classic European tripâŚ
The disappointments we most remember were not related to weather or crowds of other tourists; poor choices of hotels far from famous destination.travel time was longer than expected . Very poor hotel services in Italy we lost bag of chocolate that we bought in Switzerland during house keeping.Hotel didnât take any action regards to this .meals wasnât that great multiple times provided incorrect dinners . Please consider to plan tours thinking of the convenience of people who are travelling, no rest days in between . Flights times were not suitable everything was rushing This can lead to fatigue, as well as other sicknesses. Everyone in the bus got sick which is nightmare. I understand the price is very fair and our tour guide leader was Monty and he really made the holiday what is was . His presentation to all the group was perfect , his knowledge with what he showed us and explained to us was outstanding and the best of all was his sense of humor. Driver Josh was great . After all we made memories.
Date of experience : 27 March 2024
Hi Chethika, we are sorry to hear about the challenges you faced during your tour. It's disappointing when hotel choices and services fall short, affecting travel experiences. Your feedback regarding convenience, rest days and flight times is valuable for future planning. It's great to hear Monty and Josh positively impacted your trip with their expertise and humour, creating lasting memories. Kind regards, My Cruises.
MyCruises is the worse agent to book with
If I could give a minus I would, I gave the lowest score I could. It's been an absolute nightmare. 6 of us booked a package 15 months ago, for 3 days in Milan and 16 days on the MSC Sinfonia, final payment made on the 30th October 2023, we were informed on the 1st November when one of the quested wanted to upgrade but was informed by MSC that the Sinfonia cruise has been cancelled on the 23rd of October 2023. We rang MyCruises to be told if we cancel we would have to pay cancellation fees for our flights and accommodations in Milan as there were more partners involved. Our cruise was reduced to 2 x 7 day cruises on 2 different ships, Europa and Sinfonia so we lost two days of drinks package. I asked if we would get compensation for losing two days of drinks package and was told my compensation was that I got a cruise. After months of daily phone calls to MyCruises who were blaming MSC and MSC blaming MyCruises, we only found out info 4 days before the cruise. I paid for a suite with a disabled husband and given a small balcony at the rear of the ship. It was an absolute nightmare.we were given two days in Genoa to make up for the 2 cruise days, but we had to pay for our own food and drinks. We then had to travel by a bus for 5 hours to get from one ship to the other, so there was another day lost of cruising and drinks package. The cruises on MSC were terrible, overcrowded with babies and children, terrible food on both ships. We were handing out money hand over fist, everything was costing us, can fares from hotels to ships at our own expense. I will never use MyCruises or MSC again. Just read reviews from people there will be many more that will be forthcoming.
Date of experience : 02 April 2024
Hi Colin, thank you for passing on this feedback and we are sorry to hear of this disappointment. We have sent you a request for your booking information so that we can get to the bottom of this for you. Kind regards, My Cruises.
SMOOTH SAILING WITH MY CRUISES
Every part of our cruise experience with Virgin Voyages went smoothly. Cannot fault My Cruises. Initially there were a few hiccups prior to leaving which were sorted promptly. Loved the bonus $600 bar credit and $300 loot money to spend in the shops and even using funds play bingo. Would certainly recommend this company.
Date of experience : 13 March 2024
Hi Jayne, thank you for your review. We are thrilled to hear that you enjoyed your time onboard Virgin Voyages. Kind regards, My Cruises.
Virgin cruises changes the itinery ofâŚ
Virgin cruises changes the itinery of our cruise so it does not suit us for the extra days we saved and paid for our cruise which cost us 8800. No money left and told we would receive only 4900 back which we have not received and now canât afford to go on another holiday. I will never go through my cruises again
Date of experience : 23 March 2024
Hi Veronica, thank you for your patience while we get to the bottom of this for you. It looks like you booked through Flight Centre. For this reason, we are unable to assist unfortunately. Kind regards, My Cruises.
Rome to Barcelona, Paris mycruises
We are 2 have booked a cruise through mycruises paid up on the date back in November. Trying to be patient but hadn't received any notification of pre and post accommodation so gave them a call beginning of February. Eventually spoke to consultant who was very helpful a couple of days later my precruise accommodation popped up in my mycruises site but no post cruise accommodation. I went ahead and organised transfers from airport and to cruise terminal 1 month from getting on cruise Feb.25 send off polite email . Checked mycruise site next day wth my pre accommodation has changed. Rang consultant few days later just to confirm that it was correct. So I had to email to reorganise transfers. Easters here and still no post cruise accommodation. Considering they have had the money since Nov. I don't think it's too much to ask that we could of had our accommodation confirmed by now. Sounds like I'm not the only one in this situation. Not happy Grant Withers
Date of experience : 28 March 2024
Hi Grant, thank you for your review. We apologise that you are still waiting for information regarding your pre and post cruise accommodation - we usually send this out approximately 7-10 days before departure. We ask that you please provide the requested information so that we can forward your review to our Aftersales Team. Kind regards, My Cruises.
The phone staff are great BUT they haveâŚ
The phone staff are great BUT they have no power. We leave on our European River cruise in 2 days and have only received our flight details and one train ticket (sent by the supplier apparently by mistake). Really making the trip disappointing before it starts. Starting to think it is a scam. MYC53838. Never again Mycruises
Date of experience : 19 March 2024
Hi Freida, thank you for your review. We do apologise for the delay in the issuing of your documentation and will forward your details to our Aftersales Team to ensure you have everything you need before you depart. Despite everything, we hope you have a wonderful time on your European river journey. Kind regards, My Cruises.
Not helpful.
We had our cruise package cancelled due to the war in the Middle East, nobody's fault, but the alternative we were offered and agreed to is 7 days shorter. As a compensation MyCruises offered us a balcony cabin with a drinks package. When I checked on the cruise, Greek Islands, with 2 different cruise companies Celebrity were offering this cruise with an upgrade and drinks package included to fill their ship for a cheaper price. We paid My Cruises $1200 extra for a drinks package on our original booking and they state that we get no refund as they put it towards the new cruise. If we had not paid for a drinks package we still would have been given this upgrade for free. Our documents arrived 5 days ago and we leave tomorrow. The delay they said was due to Celebrity but we had their documents sent by mycruises 4 weeks ago. We are very worried how this holiday will go as they have not been very helpful since taking our money.
Hi Linda, we apologise for the inconvenience caused by the cruise cancellation and we understand your concerns about the alternative offers adequacies. Your feedback regarding pricing and document handling is noted and will be addressed internally. We value your trust and are committed to ensuring a smooth and enjoyable holiday experience. Should you wish for us to investigate this matter further, please kindly respond with your booking number. Kind regards, My Cruises.
If you snooze you loose
Firstly you can never get through on the phone and if you do you leave a message and they donât get back to you This is the second and the last holiday we book with them Just a tip. Take note please They give you a flight ,an accommodation and cruise deal price which seems good on the surface But the flight is crap and they know it. So you up grade to a better flight We did $700. Then the accommodation , no breakfast. Who doesnât have a breakfast in your accommodation when youâre on holiday. So itâs cheap accommodation That is why itâs good on the surface These are questions you have to ask. They donât tell you There selling a holiday There are not travel agents Once they have done the deal. Itâs good night dick. On your way We have changed to imagine holidays Itâs like chalk and cheese. They are fantastic all up front before you pay Good luck everyone
Date of experience : 01 January 2024
Hi Greg, we sincerely apologise for the shortcomings in your experience with us. Your feedback is crucial, and we're committed to addressing these issues to improve our services. We have passed this review onto our team. Thank you for bringing this to our attention. Please rest assured that we are travel specialists, however we are disappointed to hear that we made you doubt this. Kind regards, My Cruises.
Classic Europe holiday
My wife and I just completed the 14 day classic Europe holiday and it was amazing . So perfectly organised and our tour guide leader was Antonio Veiga and he really made the holiday what is was . His presentation to all the group was perfect , his knowledge with what he showed us and explained to us was outstanding and the best of all was his sense of humor he was so funny . Anyone that does this holiday and has Antonio as their tour guide will be very lucky . Our bus drive was Josh Capitano and he was the best , such a lovely person and the best bus driver I have ever seen. He always kept the bus clean and and certainly go into some tight areas that a car wouldnât even get into . Antonio and Josh worked perfectly as a team and will one day really love to do another tour with both of them . Thank you My Cruises for offering such a perfect and affordable package to visit Europe we will certainly be looking at other holidays with you , actually we are already looking
Date of experience : 11 March 2024
Hi Paul, thank you so much for taking the time to write this lovely review. We love knowing our customers have had a wonderful holiday! We look forward to hosting you and your wife again in the future. Kind regards, My Cruises.
best of Southern Japan
From beginning to end our 14 day best of southern Japan package was fantastic. Any questions i had were answered promptly and all documents received in a timely manner
Date of experience : 14 March 2024
Hi Jeannette, thank you for your review. We are thrilled to hear that you had a great time in Japan. Kind regards, My Cruises.
Crazy location for airport layover hotel
We had a 15 hr layover in Houston and after negotiations, Mycruises agreed to a hotel room. The hotel turned out to be a $241.00 return taxi ride from the airport. I emailed Mycruises only to be told the hotel is within the parameters of an acceptable hotel, although they couldnât tell me what the parameters are or who sets them. I would suggest if Mycruises offer âfree hotelsâ, check with them how much it will cost to travel to the hotel or secure a travel voucher with the booking. Update received an email from Mycruises saying that the expensive taxi fare was out of their control. I disagree, they should never have booked a hotel so far away from the airport. Obviously Iâm never going to get a satisfactory outcome from Mycruises. Booking no 21589
Date of experience : 19 February 2024
Hi Wendy, thank you for this feedback. We are sorry to hear that you had to pay an expensive taxi fare. We have spoken with our My Cruises Team Leader who has now emailed you directly. Kind regards, My Cruises.
DON'T use these people
DON'T use these people! My family booked a cruise package that was cancelled. Mycruises knew about the problems in October but chose NOT to say anything until AFTER all customers had made their final payment. Then they promise another week over and over AND then claim we all need to wait because their management team is going on vacation! SERIOUSLY?! I'm taking them to fair trading, and getting the media involved. Do NOT use them!
Date of experience : 12 December 2023
Hi Martin. Thank you for your review. So we can investigate further could you please provide your MYC reference number? Kind Regards -My Cruises
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International Cruises. Departs From. Adelaide, Brisbane, Melbourne, Perth and Sydney. Compare best Cruises in 2024. Visit official website. ABN: 86119314377. My Cruises (Cruise): 4.3 out of 5 stars from 938 genuine reviews on Australia's largest opinion site ProductReview.com.au.
Totally unfair treatment from My Cruises. Our original MSC Med. cruise was cancelled, and we took up the option to replace it with 2 similar ones. Months later after chasing Ignite Travel and My Cruises up constantly, we were told our application had been unsuccessful and received a refund of just over $4000.
How many stars would you give My Cruises? Join the 95 people who've already contributed. Your experience matters. ... Read 1 more review about My Cruises. Grant W. 1 review. AU. Mar 28, 2024. ... đ˘ Set sail on a holiday of a lifetime with Australia's #1 Cruise Agency. We are Australian-based and owned and a part of Flight Centre. Contact.
Lynley - Australia â â â â â My Cruises, our first and last stop when booking our cruise! We have booked many cruises with My Cruises. Their package deals are very good value. ... Read more of our My Cruises reviews here! Call us now to enquire: 1300 692 784 . Why My Cruises. Price Beat Guarantee. Our Collections. Interest Free ...
Due to my husband's medical problems we had to cancel 50 days prior to travelling. We fully expected to pay cancellation costs. Cost of trip $17,978. Cancellation costs $17,978. I have read all of the 3rd party terms and conditions and they all refund either all or a portion of the money.
The total price we paid for 2 people, including flights, on this cruise is $16,000. Not sure MyCruises where the figure came from on an upgrade from an Oceanview to a Balcony. Although MyCruises are affiliated with NCL, they were not able to honour the cruise credit. Date of experience: July 14, 2023. Useful1. Share.
Disgusting behaviour by MyCruises on refund. MyCruises (wholly owned by Flight Centre) require up to 12 weeks to refund our payment for 2 flights to Italy and return ($3400). MyCruises never booked the flights due to Christmas holidays and covid-19 and have held our money in their bank account since November 2019 (more than 5 months).
Mycruises send out numerous trip marketing emails, I would rather they concentrated on giving good after sales service. Having looked through reviews on this website I can see there are people in the same position as me or worse. Booking Ref. MYC33762. Date of experience: 05 September 2023.
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My Cruises policy statement is a total farce and they do not make any attempt to meet the stated objectives and have breached their own policy statement (direct from My Cruises Receipt letter, Terms and Conditions) "Once your 2nd payment has been processed, your booking will then be handed over to our dedicated air team to finalise your ...
Room was filthy and whole place smelled of cigarettes. Tried complaining to hotel staff who moved us to a new room which was just as bad ! My Cruises made excuse after excuse and after a lot of pressure they offered a $200 voucher for another my cruise ! I can't print my response. DON'T USE. Date of experience: 20 May 2023
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My Cruises. Let us introduce My Cruises. An Australian owned and operated company based on the Gold Coast, Queensland, bringing you unbeatable cruise deals from around the globe. My Cruises are a package specialist, creating exclusive cruise deals that include the very best cruises, from the very best ports, with the very best itineraries.
It's time to take a cruise with My Cruises, Australia's #1 Cruise Agency*. Discover our collection of extraordinary cruise journeys, complete with unbeatable Bonus Value and exclusive inclusions, pre- and post- discoveries, luxury upgrades, specialty dining, scenic rail tours, hotel stays, and so much more. It's all part of the award ...
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How many stars would you give My Cruises? Join the 95 people who've already contributed. Your experience matters. ... Read 1 more review about My Cruises. Grant W. 1 review. AU. 28 Mar 2024. ... đ˘ Set sail on a holiday of a lifetime with Australia's #1 Cruise Agency. We are Australian-based and owned and a part of Flight Centre. Contact.