You can share your experiences of Saga products and services by:
Trustpilot reviews are public and independently managed by that platform. For guidance on how to submit a review and eligibility criteria, please refer to the relevant section on the Trustpilot website.
Customer feedback surveys are part of a closed feedback process, managed by an independent market research company that collects customer feedback on our behalf through closed surveys.
Reviews and testimonials from either source may be published if they meet the requirements set out in section 4 of this policy.
All feedback collected via Trustpilot or customer feedback surveys is entirely voluntary. The platforms and channels used to collect and share reviews may vary between our business areas.
We invite genuine customers to provide feedback via Trustpilot or customer feedback surveys following:
Invitations may be sent immediately (e.g., post-sale surveys on confirmation pages) or at a later point (e.g., via email follow-ups after a completed holiday).
We do not offer any incentive, financial or otherwise, in exchange for customers leaving positive reviews. As part of our Cruises operations, customers who complete a feedback questionnaire (whether positive or negative) may from time to time be entered into a free prize draw. Customers are always free to share their honest experiences without pressure or influence.
We want you to share your experiences of Saga products and services. However, if you just have a question for us or need help with any of our products or services, please contact us.
Whether submitted via Trustpilot or collected through customer feedback surveys, your review or testimonial must:
If we consider your review or testimonial does not meet these requirements, we will remove it from our own channels where possible and, where applicable, ask the platform to remove it. For more information, see section 7 of this policy.
We publish reviews and testimonials on our websites and in other channels, including social media, email campaigns, print materials, direct mail, and press activity.
Trustpilot: On our websites, this may include links to our Trustpilot profile, the most recent reviews, our aggregate review score, or reviews displayed on product pages.
Some business areas (e.g., Travel), display different review types in different contexts. For example, an overall service score may reflect a combination of product reviews and other customer service reviews, while individual product pages display only reviews for the specific product.
For information on how Trustpilot checks and verifies reviews, please click here.
Customer feedback surveys: Where you have given consent, testimonials from customer feedback surveys may be published in any of our channels.
Reviews and testimonials from any source may be selected for publication based on relevance, tone, and compliance with our rules for review.
If you think that any review submitted to Trustpilot is fake or otherwise does not comply with the platform’s rules, you can report it directly to Trustpilot. Please see their official guidance on flagging reviews available here.
If you think a testimonial collected via customer feedback survey or through a third-party satisfaction survey, and published in any of our channels is inaccurate, misleading, or otherwise inappropriate, please contact us.
Any reports we receive will be investigated in line with the process set out in section 7 of this policy.
We actively monitor reviews and testimonials. Where necessary, the matter will be reported to the relevant platform (e.g., Trustpilot) for investigation.
Where possible, the review or testimonial will be removed from all channels in which it appears. This may not always be possible for certain formats, such as printed materials already in circulation.
For Trustpilot reviews: Any content suspected of breaching Trustpilot’s rules will be flagged to Trustpilot for review and removal, if appropriate. For information on how Trustpilot sanctions people who submit fake reviews, please see here.
For customer feedback survey testimonials: We will verify the source data, confirm that consent was given for publication, and review the content against our standards. Where necessary, issues will be escalated to senior management, and the review or testimonial will be removed from all channels in which it appears (where possible).
For materials already printed or distributed, the content will not be used in any future publications.
If you disagree with our decision as to whether a review or testimonial is compliant, you can contact us. We will deal with the issue you raise in accordance with our internal procedures.