Iglu.com

Iglu.com
UK & Ireland’s Top Online Agency 2020

Founded just more than 20 years ago, Iglu.com has grown to become one of the biggest players in cruise and ski. Headquartered in Wimbledon, London, Iglu comprises Igluski, Iglucruise and Planet Cruise – the latter acquired in 2013. Independently owned by founder and chief executive Richard Downs, Iglu prides itself on offering holidays from “more than 90%” of the UK ski package market, as well as working with every major cruise line and offering cruises from 3,000 ports in 30 destinations. Iglu also specialises in trips to Lapland.

Employing hundreds of staff across Europe, Iglu is passionate about customer service – both online and offline. Indeed, the company has doubled its customer service team over the past year, as well as created a new customer portal and FAQ website, which have helped reduce wait times. Offline, agents are constantly perfecting their customer service with coaching, and take the time to develop special connections with clients.

Iglu’s relationship with cruise lines and ski operators helps it find the best solutions for customers, no matter how complicated the enquiry. One member of the team even recently secured a booking for a customer who wanted to sail to Brazil and back without having to take a flight. For times such as this year’s pandemic, Iglu has a team ring-fenced to deal with crises so it can be “business as usual” for other clients.

Keen to hold itself to the highest standards, Iglu invites reviews, with Iglucruise rated excellent in Trustpilot and Igluski boasting a 97% positive score on Feefo. The company has won a host of awards in its time too, including winning Online Travel Agent of the Year at cruise industry trade association Clia’s Cruise Awards for five years in a row.

Iglu puts a keen emphasis on product and destination education for its agents, and even welcomed the chief executive of Azamara to its offices to deliver training on the cruise line first-hand. Iglu agents are often out and about visiting new cruise ships or destinations, too, and are passionate about the community and the environment, as demonstrated by a charity committee.

iglu.com