IMAGINE CRUISING

We booked a trip to the United States which included some local flights in the US.

One day we had to fly from Las Vegas to New York but when we got to the airport we were told that our flight was canceled months ago and that Imagine Cruising was duly notified.

We were stranded at an airport in a foreign country and had to rely on strangers to sort out a mistake made by Imagine Cruising. We were then put on a flight to San Francisco and from there, hours later, on to New York. When we arrived at our hotel almost a day late we were told that we had forfeited our room and yet again had to rely on a stranger to sort it out.

This error cost us more than a day of our very expensive holiday.

Upon enquiry why we were not notified of the flight cancelation, Sharon told us that any airline can make changes to a flight. She denied that the airline notified them already during February 2019 and I requested her to follow it up.

After a few days she notified me that she had been in contact with the airline and that they had in fact not notified Imagine Cruising of the cancelation, contrary to what we were told at the time.

She was not willing to provide me with correspondence between herself and the airline.

Not once during the whole time did Sharon or Imagine Cruising accept responsibility for the mistake. The blame was constantly shifted to myself or the airline.

I suppose their response to this complaint would be the standard one to all other complaints, ie to contact their customer services!

STEER CLEAR OF THIS COMPANY!