Booked for over 10 years with Cruise 118 - local, loyal and always kept great relationships. but over the last 12 months and for the last cruise in particular, the service is now such that it simply adds a layer of administration that is not needed. I have been a champion for the company particularly over COVID when I appreciate the situation for many cruises, is changing on a daily basis. But the basics are now not there. Phone calls take 20-30 mins to get through, follow up emails not returned, and a just general lack of customer care, we really once enjoyed. Live chat is promoted, but never available, and 9am to 4pm telephone line when you are working is just not enough, with no other way to get through. It's such a shame it used to be brilliant. i worry for any first time cruisers who are just unsure and spend a lot of money.