Company Details

Imran was very helpful and knowledgeable. He answered all my questions promptly.

Tom was really helpful and thorough in all aspects of booking my forthcoming holiday to Gibralta.

Not impressed at all.Struggling to get a timely reply, when you go on the chat line, no one can answer anything they just ask where you are and then pass on a phone number, ring the phone number up then the person says that only the cruise department can help. They pass on you details and no one gets back. The usual crap service one can expect from these firms these days I’m afraid.

Booking the cruise for the first time

Information well explained a smooth process.

Keith White is a real star as he gave me over one hour in book g my last minute cruise explaining everything in great detail.

Fairly straight forward biking with your customer advisor, although on receiving my invoice there were a few error: table size & time for dinner had not been discussed whilst my booking was being made & there was a mix up in cruise lines I had booked with, however Emma, in the admin team, was very reassuring & sorted everything out very quickly. It is a while until we actually cruise but I expect everything will go to plan as we have booked with jetliner before &we had no complaints at all.

Lucas was very polite and helpful on the phone and sorted out a better flight for us . We were very pleased with the service he gave My only slight criticism is, please Lucas ( and another member of staff I spoke to ) speak more SLOWLY as it was hard to understand you ! However , so far we’re happy with your service , thank you

Ease of booking, knowledgable and helpful staff.

Would have been five stars but the first email gave details of a holiday we had not chosen. Second time, everything was fine.

Good staff and service

Very helpful first contact on the phone Reassuring and arranged extra stop overs effortlessly I have had very good treatment and have the cruise that best suits me at this time

Very efficient but friendly agent reiterating details over the phone and finalising cabin.

Infinitely better than previous experiences with Jetline! Sorted quickly and at advertised price!

Dealt with queries well and polite. A little lengthy but this was due to constantly checking he was giving correct responses and information.

Incompetent frauds My dealings with Jetline Cruise has been shocking. My trip of a Transatlantic cruise to New York, followed by stays in NYC, Niagara and flight home. All booked as an advertised package. I foolishly thought that being ATOL covered there would be some element of protection and the company would be professional and reliable. Unfortunately upon arrival at Southampton on the afternoon of my cruise, (following a long trip from Liverpool) I was advised that the cruise was cancelled. It was not until the following day that Jetline contacted me to advise of the cancellation. Instead of offering alternative options to save the holiday they suggested that I arrange my own flights to New York. I'd imagine most reputable agents would have sourced potential options prior to contacting their customers? They then proceeded to state that although my outward bound journey had been cancelled they were not responsible to source alternatives, nor was I entitled to a refund as "The hotel rooms and flight home are still available" Initially they even suggested that I would not be entitled to the Cunard refund, despite Cunard advising that all passengers would be recompensed in full! They finally admitted that I was entitled to the cruise refund but nothing more as ATOL protection is only valid should the Travel Agent cease trading. . They advised the refund would take approx 2 weeks to process, I still await it 6 weeks later. My travel insurance are now contemplating legal proceedings to recover the balance as apparently Jetline are liable for any refund with it being a package holiday. They do not however expect a positive outcome given the parlous state of their finances and existing unpaid CCJ's I attempted to contact the refund department again this morning to be told again to send in an Email as no one was available within the team. There is no agreed timeline for them to respond, the official response I received was that they will get to it when they are able to, it could take 2 days or 2 months. I will send the email today and update a response to this site with the time taken to respond. Non existent customer service, AVOID AT ALL COSTS! Booking No: 2035031/8. Edit - Following response received. I issued the email as my original note states and in fairness the response was speedy. Unfortunately the content isn't accurate. You might want to consider amending it given the passenger capacity on board and the stated number of refunds you are allegedly processing. The current anticipated refund date being end of July is not acceptable either given the cancellation was April! I'll withhold submitting a further review of your customer service and sharing content of the current response until you investigate further. Thanks Update 13.06.23 Thank you for your prompt involvement. I have now received a partial refund (the Cunard part which they have provided to you) rather than wait until the end of July. However this does not absolve you of your responsibilities as per Travel Package and Linked Travel Arrangements Regulations 2018. Regulation 5 defines my holiday as being a package. Regulation 12 (7) a - You as the organiser are responsible for providing a full refund. You have declined several times to provide the refund in full whilst originally intended to retain the part refund (that supplied by Cunard in good faith) until the end of July. Stating the reason being you are "issuing thousands of refunds" for a ship that has only 1360 cabins and was expecting to sail with less than 2200 passengers. I can only recommend that people do not book holidays with an organisation that misleads, retains money and despite being ATOL registered do not comply with the Travel package arrangements. The ongoing experience leads me more to classify you as frauds rather than incompetent.

Good information Clear pricing No presure

Saw a great deal for a trip 2 nights Chicago, 2 day in a roomette on Empire Builder train to Seattle, 1 night stay in Seattle then 7 day Alaska cruise on Discovery Princess. Could not better the price doing this trip myself so booked. Both hotels were ideally situated. Everything went smoothly. It was a trip of a lifetime and Jetline provided all documentation needed. Quickly answered any queries we had. We would use this company again.

booking fly cruise to Alaska , quick response, understood what we were looking for and made efforts to improve flights and cabin details . very satisfied with ease of booking and service received

Always go jet line thank you