My Cruises Reviews

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.

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 it’s 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 don’t 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 didn’t 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 wasn’t 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 don’t think that MyCruises were to know that the bed mattress was like a brick so I don’t 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 don’t 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 wasn’t worth it. MYC-28748

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 “drown out” 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.

I was able to visit 15 European countries in 25 days. This for me was the draw card. The tour driver and guide were excellent - I give My Cruises 10/10 for contracting expert and knowledgeable operators.

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.

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 – 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 “RIGHT OPPOSITE THE LAUNDRY” (having cruised many times we know that is NOT a good place to be). On speaking to My cruises was advised we were advised “been given a complimentary upgrade !!! More like a down grade” We had booked early on be able to pick our cabin – grrr. They reckoned they couldn’t 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.

I am currently trying to deal with cabin changes for our booked backed to back cruise in February. We were the first to book in our group and the only ones to have to change cabins. I have had to ring each time to chase an answer but it is coming up to 3 weeks and no answer. The girls are apologetic but I'm getting nowhere. We are even willing to pay for an upgrade if necessary as I know cabin prices have dropped. I have tried to change through the cruise company but can't. The cruise agent I spoke to told me "they are just being lazy"! Thanks for the reply. Our booking is MYC - 39511

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.

I booked a flight cruise package leaving Perth on May 28th 2024. 2 days in London then to Southampton for the cruise on 31st May. I sent an email to Mycruises asking about the transfer from the airport to London and London to Southampton. I got an email back saying there were no transfers and we had to arrange them ourselves. I read through the advert and nowhere does it say no transfers. I wrote back saying that but haven't had an answer. I checked a previous booking we made for June next year that was cancelled by the shipping line, and there are transfers included provided by MYC. I've sent a copy of the transfer details to MyCruises. This is not good enough, it's a package and I have never had a package where there are no transfers. The answer I received isn't good enough. Exclusions should be clearly stated on the website. I saw another package that did include transfers from London to Southampton around the same date so the covid reason is not valid. We asked if we could just have one night in London and travel down the next day. We were told that we would have to forfeit the second night. We just wanted to make sure we were there to board the ship.

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

I booked a MSC cruise with Mycruises in January under pressure from the sales person that that's the last cabin available.I paid a deposit of $998 but was promised by the sales person that if I were to cancel before the second deposit was due, I would lose $150 pp. This is also stated in the terms & conditions. About 20 days before the second deposit was due I rang to cancel the booking and was told that the deposit of $998 will not be refunded. I argued that this was not what I was told before I signed the sales contract. After several phone calls and emails, I finally received an email that Mycruises will honour what I was told and will refund me $698 and it will take up to 180 working days to be processed. I cancelled in early June and have just received the refund early in October. Trying to get the refund from Mycruise has been stressful and not a good experience.I don't think I will book with Mycruise in future. I would rather do the bookings directly myself. This way I have more controls over my holidays.

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

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?

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 :)

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.

Update After a few emails back and forth Mycruise have now advised that i will be getting a transfer from my Rome hotel to the port for my cruise. I am happy this has now been sorted but would have been happier if I hadn't had to go through the stress of being told numerous times that a transfer wasn't included even though I had the original advertising. Ive upped my rating to 3 stars as still think they need to up their after sales customer service and not leave it up to the customer to chase up everything. Fingers crossed my trip goes smoothly Telling me my transfer from Rome hotel to port is not included even though transfer was included in original advertising back in 2021. I still have advertisement as proof. Not impressed at all I booked this cruise 16.12.2021 so as per your response transfers are included but not according to your after sales team Booking 19793

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.

We booked a holiday and paid in full. 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. 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.

Terrible company to deal with. Once they had our money, customer service went down to zero. They did not reply to emails requesting further information. The person handling flights was difficult to deal with - we wanted information regarding a possible stay in Dubai on the way home but we finally gave up. We asked in an email if we could talk direct to explain what we wanted but were told they are not allowed to talk to us. Our scheduled flight was a Friday evening but was cancelled while on the tarmac. The flight was delayed by approx 24 hours and we needed to know what the arrangements would now be to meet our tour at our destination. Tried the 24/7 emergency number but recorded message said they didn't operate on weekends or out of hours. As result there was nobody to meet us when we arrived Venice. Found our own way to hotel by Taxi (40 Euros) and Tour Leader had not been made aware that all passengers from Melbourne were arriving a day late. The land tour of northern part of Italy (10 days) was disappointing. Sixty people on the bus was far too many - if we had been told it was going to be such a large group on a bus we would not have bothered. The guide on the bus only seemed responsible for getting us on and off the bus - never explained anything about the countryside, where we were or what we were going to see. The cruise on Lake Como was a joke - we were on an overcrowded public ferry stopping all stations on a trip around the lake. Those of us trapped in the middle of the boat, away from a window, saw very little of the scenery. The 10 day cruise out of Rome was fantastic and have no complaints about this part of the trip. Our main grievance was not being able to contact anyone from Mycruises on the Saturday after the flight had been cancelled. MYC-18793