Imagine Holidays

Fantastic experience: Rebekka has been really helpful and has dealt with our difficulties and problems in a wonderful way. We thank her and would recommend her services to anyone. George & Maggie

Fantastic experience: I had a query re my booking for a Hurtigruten Cruise that I leave for in a few days. Vanessa was extremely helpful with a couple of questions and actions I had. She responded quickly and called me back as promised with a resolution.

Fantastic experience: I have really been delighted with my dealings with Imagine Holidays, especially my concierge Bek Elsum. Bek has been so responsive and helpful assisting me with our upcoming trip. Couldn't recommend them highly enough.

Fantastic experience: My wife and I changed many aspects of our trip during booking and Vanessa was amazing at calmly and professionally directing us through these. We are so thankful to her for her approach. Following this and going forward, Bec was incredibly patient while we took time to understand the seat selection process and helped us through it. Well done and thank you and we will certainly recommend Imagine in the future.

Fantastic experience: Brilliant! I have previously used various package tour/cruise providers with poor results, but Imagine Holidays have been spot-on in every way: prompt and helpful responses to emails (seriously!), and a willingness to explore other options for me. They have also been accurate and truthful with no "sales" embellishments! In particular Abigail ("Concierge") has been wonderful, and Viran was also excellent in initial contact. No hesitation in declaring that Imagine will be my first stop for every future holiday cruise booking.

Fantastic experience: There was no delay in phone call being answered, and I was transferred to Vanessa Alexander without delay. I required a change of date for a flight home from after an Imagine Holidays tour, and Vanessa was able to quickly make a booking for the original flight airline and time on the day now requested. Email confirmation was available soon after, and I am extremely satisfied with the service I received today.

Fantastic experience: Choose and booked trip to Japan. We then changed our mind on a few things (return stop over, accommodation, flight upgrades etc.) and in the process it required a lot of work for Imagine but our Consultant Vanessa Alexander, Concierge Executive at Imagine Holidays was very patient, accommodating and professional. This is our 2nd big trip with them, and we would be happy to recommend this company.

Fantastic experience: Changed flights booked through Imagine Holidays. We decided to treat ourselves and upgrade. Unfortunately when booked through Travel Agent you cannot upgrade direct with nominated Airline. We decided to still go ahead with our upgrade and had Abigail as our flight assistant. Abigail was brilliant. I have no complaints with the prompt service we received from her. Saying that I have never had an issue with any staff from Imagine including Mitchell, Harrison, Dan, Michael. Congratulations to you and your team.

Fantastic experience: Contacted Alexis about a minor matter regarding my holiday to Norway. (So exciting!) She rang me immediately and followed up by sending the information by email. I have dealt with Alexis before and she is unfailingly helpful and friendly. Seems genuinely interested in making my bookings as flexible as possible re stopovers. Much appreciated. As regards Imagine holidays - this will be my third. I previously did the Indian Pacific to Perth which I loved and the isles of the British Isles by Holland America liner. Really enjoyed that but I think the onboard tipping was excessive (not Imagine's fault). Also not their fault was the ship rerouting which neccessitated a long uncomfortable bus ride from Edinburgh to Liverpool with a lunch stop in an appalling cafe in the Lake District - Windermere. I think Imagine were ripped off by their British agents and I'm still waiting for a response to my letter of complaint.

Fantastic experience: Katelyn Turner, Dawn O'Brien and the team at Imagine are extremely dedicated and passionate about what they do, and it shows. Thanks KT for following up with me about a refund I was owed from 2020! Airlines are taking years to process COVID refunds but Imagine Holidays isn't taking advantage of the lost time, they're giving it all back to the customer's no matter how long ago it was.

Fantastic experience: We have booked a hoiday to South Africa and then board a cruise to Europe via Suez Canal. Imagine Holidays Australia have been a great company to book with, not only value for money package deal but prompt service with any queries we had. The customer service department always answer the phone straight away which is rare these days. Vanessa has been a pleasure to talk to and was able to answer all my queries in a professional and friendly mannner. Vanessa made be feel that am important customer and gave me all the time needed. I would recommend Imagine Holidays Australia and their friendly team for your holiday booking.

Fantastic experience: I recently called Imagine customer service and spoke to Vanessa in regards to our upcoming holiday and as a first time cruiser , I had quite a few questions. Vanessa could not have been any more helpful , she was a delight to speak to .

Fantastic experience: I would like to say that Josh was so patient and helpful on the phone when we had to sort out payments and refunds today. Our issue, or at least our explanation of it, was complicated and we were having trouble understanding it ourselves. I think he felt I was grumpy with him at one point but I'm a retired teacher and I think I went into teacher mode and tried to explain really clearly. He put up with all the confusion and patiently worked it all out for us and dealt most efficiently with our requests. Many thanks Josh - you're a star.

Fantastic experience: Sent an enquiry to the Imagine Customer Service Team and received a full response from Alexis within 30 minutes - fantastic service. Thank you.

Fantastic experience: Our tour guide Yadu was instrumental in making this tour run smoothly. His knowledge , humour and his manner of dealing with all situations are a credit to the company and his lovely family. We think the tour was a good mix of history, beautiful buildings. memorable food and slices of "real" India . He turned a good trip into a memorable holiday for myself and my wife Lorraine.

Fantastic experience: Alex was very prompt in assisting me with cancellations and our travel insurance provider. Sometimes these days, it’s hard to get goof service. Imagine Holidays were great.

Fantastic experience: Bek from Concierge services has been extremely helpful and prompt with sorting out all of the details for our upcoming trip. The experience so far has been faultless and very easy to navigate. She is very professional and easy to work with during the planning phase.

Fantastic experience: I was very pleased with the Imagine Holidays concierge, Vanessa. she did what she said she would do politely and within her time frame in changing a previous booking to my satisfaction.

Fantastic experience: Earlier in 2023 I booked a cruise holiday through Imagine Holidays. The arrangements were made smoothly and quickly through Customer Support Team member Scott who answered all of my questions with knowledgeable answers. Regrettably, due medical event in one traveller, I had to cancel the holiday a fortnight ago. The cancellation arrangements were actioned through Customer Support Team member Mathew. To my delight the holiday cancellation was actioned quickly by Mathew without any surprises and my refund returned to my bank account. I commend both Scott and Mathew for their courteous handling of my booking and cancellation and highly recommend Imagine Holidays as a responsive and trustworthy agent.

Fantastic experience: An error was made regarding whether breakfast was included when checking in to our Sydney hotel following a Princess cruise. I emailed Imagine and was delighted to receive a very prompt response to say all sorted. Grateful thanks to Alexis.

Fantastic experience: Excellent concierge service from Vanessa. Not only answering our questions but showing us how to find information generally. Help with hard-to-find stuff is a "differentiator" for us in choosing a cruise provider.

Fantastic experience: Looking forward to my planned holiday next month and excellent service from Dylan who has been of great assistance with my queries and a few logistical things I needed a hand with. I have no doubt that the holiday booked through Imagine Holidays will be memorable in every way and I can’t wait to go.

Fantastic experience: We had a great time. The train was great and the staff were exceptional-always genuinely happy to be there. Nothing was a problem for the team and Alexis looked after us extremely well

Fantastic experience: Our very first experience in booking with Imagine Holidays has been excellent. Rebekka has been most helpful in extending our time and investigating different flight options. If the actual trip in July is as good as the service during the reservation process, it'll be a cracker of a trip.

Fantastic experience: I have found all the staff at Imagine holidays friendly, responsive and supportive. Particular mention is made of Emma and Abigail who provided timely information on identified options to inform decision making when a change of booking was required/requested. We have previously travelled with Imagine and will continue to use them in the future.

Fantastic experience: I am now 89 years "young" but love to travel - It keeps me "Alive"! And so ? - We booked this Long/Beautiful Cruise all the way to Argentina ! After initial computer-outs etc. and other glitches it was a "Worry". BUT fortunately Alexis/&Technical Support came in, the difficulties disappeared and 3 days later " It was all there ". Problems solved - I'm now flying out in 2 days , feel "20 years -younger" and ready to sail the Seven Seas. Thanks, Great Service.

Fantastic experience: Lauren was quick to respond to my request and gave me reassurance about my payment. I hope the actual refund is as quickly processed. Thank you Lauren

Fantastic experience: we have had great service from Imagine Holidays and would not hesitate to book with them again. Harrison was very helpful and got things sorted quickly and with no fuss.

Fantastic experience: I had a list of questions re a tour itinerary. It was very easy to contact Customer support on phone. As some of the questions remained unanswered, I sent an email at 12:55 and got a response from Michael, literally within minutes (at 14:52). Each of my questions was answered to my utmost satisfaction. Much appreciated.

Fantastic experience: We cannot fault Imagine holidays in any way. We had an excellent booking experience with good feedback and info before we went on the Indian pacific train followed by 5 days in Perth. A great package with no problems at all. Hood flights with the works and excellent hotels. An after trip query was promptly sorted by Alexis so once again we cannot speak more highly of Imagine and hope to use them again one day.

Fantastic experience: This is the second time we have booked with Imagine Holidays but the upcoming trip in particular is quite a major undertaking for us (Singapore, QM2 and India) As we are elderly we need quite a lot of reassurance that all will be as promised and that we will be well looked after and kept safe. The staff of this company have been exemplary in every regard - attentive, professional, caring, understanding and willing to accommodate upgrades and changes as well as timely in their response. We very much look forward to our trip and I am most happy to recommend Imagine Holidays.

Fantastic experience: It was great to receive an unexpected phone call from Harrison in regard to my email query about visa requirements for our cruise to South Africa in February 2024. I was thrilled to receive the information via a very polite and knowledgeable phone call from Harrison. It was a delight to speak with him and such a relief to have my query answered so quickly and professionally. Also, it was great to receive a summary of the conversation in an email that was received quickly after the call was completed. Harrison is a real asset to Imagine Holidays.

Fantastic experience: Extremely lucky to be contacted by Baxter to book our flights. Not only did he call back when he said he would, he was very, very patient with us as he explained our flight options and suggested the pros and cons of each option. He used his own experiences to give us an insight into how to travel around, time frames, nothing was too much trouble. He even reminded us our internal flight would have a different luggage allowance! It's always the little things that make a difference. Baxter sure did a lot to ensure we received outstanding customer service. If this is the level of care we can expect on our holiday, will be rapt indeed. Thanks Baxter

Fantastic experience: I had to call Imagine Holidays as Michael had left a message for me to ring him back. I got Mitchell and he was very helpful. I had a flight change on my trip. He explained the change and emailed the change to me. I received very good service from him.

Fantastic experience: Lauren was very kind to write a reply email very promptly and for that I am grateful. Her advice was very helpful and I appreciate that she took the time to write rather than sending a generic reply. Thank you Lauren.

Fantastic experience: Thank you Jim at Customer Services for your help today. You were very professional, knowledgeable, friendly and understanding. I especially appreciate that you went out of your way to find a solution to the issue I had been trying to resolve for a few weeks. Now I can get a good nights sleep knowing that our excursion in Egypt is booked and paid for!

Fantastic experience: Dylan Dundas is the Executive Concierge guy that is probably one of THE best supporters of customers I have ever experienced. Knowledgeable, experienced, great one to one care . Exemplary in every way. Thank you for your continuing help and advice given to a recent customer, you went out of your way to get back to her with answers and action!

Fantastic experience: I have recently been planning a cruise in 2024 with Dylan Dundas involving multiple flights & cruising on the 3 Queens trip .He has been remarkably efficient in helping with this, as there were a number of changes that I wanted to make.He arranged each of these with a minimum of fuss which was wonderful. Danny

Fantastic experience: Our sincere thanks to Concierge Executive Dylan Dundas for his tireless efforts on our behalf organising our future holiday - with nothing being too much trouble. Our queries were all handled professionally and resolved quickly and efficiently. We were particularly struck with Dylan's personal attention to our requirements and timely responses to our emails considering the considerable number of queries that must pass over his desk. Thank you, Dylan, for your obvious commitment to your important customer relations position. David and Sylvia Milner, Auckland, NZ

Fantastic experience: The team at Imagine are so helpful especially Dylan who has been very helpful in providing us with an options to make our upgrades for flights for our upcoming tour to Europe a reality! Thanks for your patience!!! Go team Concierge!!!

Fantastic experience: I have spoken on the phone to Luc several times and he has been extremely helpful in his advice re the Virgin Voyages App. He has also checked all the details of shore excursions I have booked and after our conversations has put all the details in writing to me. He has been excellent in helping me with a difficult process.

Fantastic experience: We have used Imagine Holidays on three occasions now and the level of service and the quality of their packages is second to none. The customer support team are also great and have looked after our requirements with the upmost professionalism my resent call was with Katelyn who was fantastic and a pleasure to speak with.

Fantastic experience: Vanessa was extremely helpful when we were rebooking our trip. She was patient, provided all the information required and made the whole process totally stressless. Thank you.

Fantastic experience: Imagine Holidays, Harrison from customer, service did an excellent job in getting a refund from Qantas for cancelled flights. It took quite a while with confusing info from the airline, but Harrison has made it happen. Well done and thanks.

Fantastic experience: We recently booked a cruise with Imagine Holidays .Yesterday I made an enquire regarding an upgrade on our flight home .The young ladyI was talking with told me it could take 5 days to email us. HOWEVER I received same day service and quotes were sent and today I spoke with VANESSA who had prepared the quote and helped me with other queries. Vanessa you are gold!! and a huge asset to your company. Fantastic customer service Lucie Armstrong

Fantastic experience: Vanessa was fantastic to work with. She was very responsive to my requests, despite my wife and I changing our plans a few times. Lovely to talk to on the phone.

Fantastic experience: I would like to thank one of your support staff named Luke. He was excellent in handling my issue. He was courteous , friendly, professional and extremely helpful. You may say he was just doing his job but he did it so well! Thankyou Luke !!

Fantastic experience: Good afternoon Please accept this email as confirmation of the excellent job your team member - JAY GOODFELLOW - has done for me over the last couple of days. He is courteous, professional, caring, actually follows up on phone calls, etc. I am most grateful for the service he has given me with this reservation. Thank you and best regards Rhonda Hutton

Fantastic experience: I would just like to extend a big "Thank You" to your team member, Jay Goodfellow, for assisting us with making a claim for missing Frequent Flyer points for flights taken on an Imagine Holiday back in February. I am so impressed with his friendly telephone manner and the way he sorted out our query so efficiently. Best regards, Gabrielle ;)

Fantastic experience: We are going on a Kangaroo Island & Murray River cruise in a few days time. I rang the 1800... number from the Sunday Mail on the monday to book. The lady wasn't very helpful or pleasant but we went ahead & booked & have felt very nervous about the trip since. When we received our final papers, I was unsure about the plane tickets & noticed a Brisbane phone number & rang it. What a difference! Alexis was a very patient & helpful lady! I commented on something that was worrying us about the length of time between being picked up from the cruise and the wait at the airport & asked for suggestions to fill in the time Instead of being brushed off like I was the first time, Alexis was very sympathetic. Today we received a complimentary tour of Adelaide to fill in the time. When I rang the Brisbane number today to thank Alexis, Joshua took my call & proved to be just as pleasant & helpful as Alexis. So thank you Alexis & Joshua you have been the reason we may consider travelling with Imagine again. That decision rests on the tour now.