IgluSki: most-reported complaints
Automated analysis of 282 public Trustpilot reviews published 2021-10-18 to 2026-08-31. TrustScore 4.9 from 2,546 total reviews — see the Trustpilot page. Quick answer: is IgluSki legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unreachable, with 23 reports out of 64 identified complaints. They also frequently describe support as unhelpful, accounting for 22 reports, and cite delayed refunds in 14 instances. Additionally, 8 reviewers mentioned misleading pricing issues.
How to reach IgluSki
These are the contact details IgluSki publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0203 696 9452, email [email protected].
The company claimed its Trustpilot profile on 2015-11-19, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-04-30. Trustpilot ranks it 9 of 20 in Ski Holidays. We last checked this profile on 2026-09-24 and found 8 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 9 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Igluski - anyone used them?”, “E:02/01/2008 Win A Weekend Skiing Break”, “E: 24/02 Win an action camera – the GoPro HD Hero2 Outdoor Edition”.
Elsewhere: 4.6★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (100%, 18.0d) · 2026-08-18 (100%, 18.0d) · 2026-08-21 (100%, 18.0d) · 2026-08-24 (100%, 18.0d) · 2026-08-27 (100%, 18.0d) · 2026-08-30 (100%, 18.0d) · 2026-09-02 (100%, 18.0d) · 2026-09-08 (100%, 18.0d) · 2026-09-12 (100%, 18.0d) · 2026-09-15 (100%, 18.0d) · 2026-09-18 (100%, 18.0d) · 2026-09-21 (100%, 18.0d) · 2026-09-24 (100%, 18.0d).
Severity: 34% of this company’s 64 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 3.0 days between the experience and publishing their negative review (42 reviews record both dates).
What their policy promises
delivery promise: Monday 4th June 2019
“The winner will be notified by email on Monday 4th June 2019.”
refund window: 7 days — meanwhile 14 reviewers in our census window reported refund delays.
“If there is no reply from the winner within 7 days then a new winner will be picked.”
delivery promise: 1 follow up email
“By entering the competition you will receive 1 follow up email announcing the winner of the competition.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 130 negative reviews that received a public reply, the median wait was 1.9 days — the company profile reports an average of 18 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 130 company replies to negative reviews analysed, 26% engaged with the specific problem and 50% were generic templates.
Review provenance: 211 company-invited reviews in the recent window average 4.92★, while 32 organic (uninvited) reviews average 4.53★.
14% of its 222 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unreachable makes up 36% of this company’s complaints vs a 18% median across 96 ranked companies in its sector.
Review velocity: 428 of this company’s 2,546 Trustpilot reviews (17%) were written in the last 12 months.
What are the most common complaints about IgluSki?
Support unreachable
23 reports · 36% of complaintsfalling“I have had no response to my second email and my main concerns were not dealt with”
The company replied on 2025-02-19: “Hi Stefanie Thank you for sharing your feedback. We are sorry to learn that your experience did not meet expectations. Our team aims to provide as much information as possible about the properties we…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“They do not return calls or emails.”
The company replied on 2023-09-14: “Hi there, thanks for taking the time to leave a review. We are saddened to hear you are unhappy with our service and would like to assure you it is always our first intention to aid and assist all…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“No reply to email until payment was due”
The company replied on 2023-09-15: “Hi there, thanks for taking the time to leave a review. We are sorry to learn of this experience, and apologise for any inconvenience caused. Upon review of your booking, I can see an agent has…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
22 reports · 34% of complaintsrising since 2025-02“I have had no response to my second email and my main concerns were not dealt with”
The company replied on 2025-02-19: “Hi Stefanie Thank you for sharing your feedback. We are sorry to learn that your experience did not meet expectations. Our team aims to provide as much information as possible about the properties we…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“Agent was of no help at all”
The company replied on 2024-04-22: “Hello, thank you for sharing your further comments with us. Our agents work hard to ensure all customers are supported as swiftly and efficiently as possible, and we are sorry to learn of your…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“their response was that "it was nothing to do with them"”
The company replied on 2026-02-02: “Thank you for your feedback. We are deeply sorry for the delays you experienced on your return flight and the frustration caused by our response to your complaint. While we work with various airline…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Refunds delayed
14 reports · 22% of complaintsfalling“I am still waiting refund from 2nd April all I get is empty promises.”
The company replied on 2026-04-30: “Thank you for sharing your feedback. It is disappointing to hear about your recent experience. We can see you have been contacted by one of our agents to discuss your concern. We are always working…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“the holiday was now 750 pounds more!”
The company replied on 2025-01-08: “Hi there, thanks for taking the time to share your feedback. We are saddened to learn of your concern regarding payment. We understand the importance of knowing the correct cost of your holiday…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“at the end of March I am still waiting for a refund I was promised in December”
The company replied on 2023-04-18: “Thank you for taking the time to contact us. Your feedback is crucial in our endeavors to improve our services across all departments. We are saddened to hear of your disappointment, in regard to the…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
Misleading pricing
8 reports · 12% of complaintssteady“Can I cancel? Access denied.”
The company replied on 2025-07-02: “Thank you for reaching out to us. We understand your frustration regarding the difficulties you've encountered with your booking. We take all feedback seriously as it helps us understand areas where…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“I was told that the price I had taken was not live, and that it had actually gone up”
The company replied on 2024-09-13: “Hi there, thanks for leaving a review. We are saddened to learn of your concern regarding accommodation for your booking. We empathise with any upset or frustration that this may have caused. We have…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“So why not be transparent at the point of sales and say the hotel is called a different name Iglu?!?!”
The company replied on 2023-08-04: “Hi there, thanks for taking the time to leave a review. We are saddened to learn you are disappointed with our service, and the hotel you have booked for your upcoming trip. Please be assured it…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Not as described
7 reports · 11% of complaintsrising since 2025-02“The response from customer service was nothing short of rude. Patronising and unhelpful.”
The company replied on 2025-02-12: “Hi there, thanks for taking the time to leave a review. We are sorry to learn of your experience. Please be assured our agents always work to provide a fair and satisfactory outcome to any concerns…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Booked a Christmas ski holiday with Iglu in a catered Chalet with a hot tub only to be told days before arrival that the website information was incorrect and no hot tub was available”
The company replied on 2023-02-02: “Thank you for taking the time to leave a review. Your feedback is important in our endeavors to improve our services across all departments. We are saddened to hear of your experience to date. It is…”
Our classifier read this reply as a substantive response.
“we did not get what we paid for”
The company replied on 2026-04-21: “Thank you so much for your kind words. We are pleased to hear you had a great experience with our service. However, we can see you had a few issues with the supplier's choice of restaurant. We are…”
Our classifier read this reply as a template response.
Poor core service
5 reports · 8% of complaintsrising since 2025-02“their response was that "it was nothing to do with them"”
The company replied on 2026-02-02: “Thank you for your feedback. We are deeply sorry for the delays you experienced on your return flight and the frustration caused by our response to your complaint. While we work with various airline…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“we did not get what we paid for”
The company replied on 2026-04-21: “Thank you so much for your kind words. We are pleased to hear you had a great experience with our service. However, we can see you had a few issues with the supplier's choice of restaurant. We are…”
Our classifier read this reply as a template response.
“Absolutely not 5 star as described online.”
The company replied on 2025-01-08: “Hi there, thanks for leaving a review. Post-holiday feedback is always important, and we thank you for taking the time to share your opinions. Your opinions have been passed onto the relevant…”
Our classifier read this reply as a template response.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.