Name: Cruise118.com
Rating: 4.77

“I dont know what to say!, the cruise was booked and paid for, ticket not issued, I went to call MSC and apparently Cruise118 didnt pay the tickets so I had a cancelled booking, I will never use you anymore. How can I make a proper complaint as I have a voucher with you that I want to be turn to cash, as I will not use your service anymore. I have to tell my kid that the holiday is cancelled now...GOD help me!”

Helpful Report

Posted 1 year ago

Thank you for taking time to share your feedback. We are a customer-focused company and feedback whether good or bad is extremely important to us, as it is only on the receipt of information such as this we can assess and improve the services that we offer. Please rest assured that the points you have raised in your review will be looked into and addressed. We value your business and are working hard to earn your continued patronage, we hope you will give us the opportunity to do so. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk.

Posted 1 year ago

“Hi, booked and paid for well in advance, Then every thing went wrong , went to print out tickets nearer the date and was told our booking was cancelled, NCL said they did not receive the money , you said we had paid them last year [this was after hanging on phone for 20 min each time told to hold and got cut off 3 times this happened.we now know we are booked on our cruise but have no cabin , so cant print out labels tryed ringing you again this morning BUT was cut off again, will NEAVER use you again have not had holiday yet”

Helpful Report

Posted 1 year ago

Thank you for taking time to share your feedback. We are a customer-focused company and feedback, whether good or bad is extremely important to us. Please rest assured that the points you have raised in your review will be looked into and addressed. We value your business and are working hard to earn your continued patronage, we hope you will give us the opportunity to do so. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk.

Posted 1 year ago

“Basic error made on spelling of my name during booking now causing lots of issues, like unable to match up with my cruise line records. Emailed 118, nor response, now endless waiting on-hold to Cruise118 to get it sorted, still not resolved.”

Helpful Report

Posted 1 year ago

Thank you for taking time to share your feedback. We are a customer-focused company and feedback whether good or bad is extremely important to us, as it is only on the receipt of information such as this we can assess and improve the services that we offer. Please rest assured that the points you have raised in your review will be looked into and addressed. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again, thank you for your review.

Posted 1 year ago

“Impossible to get through on the phone to book after being given a quote. Phoned 10 times but got cut off after holding on for ages. Phoned back the next day only to find that the prices had gone up. No reply on twitter. Complaint sent but no response.”

Helpful Report

Posted 1 year ago

Thank you for taking time to share your feedback. We are a customer-focused company and feedback whether good or bad is extremely important to us, as it is only on the receipt of information such as this we can assess and improve the services that we offer. Please rest assured that the points you have raised in your review will be looked into and addressed. We value your business and are working hard to earn your continued patronage, we hope you will give us the opportunity to do so. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review.

Posted 1 year ago

“Spent thousands with this company in the past but the service recently has gone down hill. If I could get through to someone how cares it would be a miracle. Cruise in 50 days time, but no flights or hotels. over 2 hours on the phone only to be cut off when we start to talk. As for the chat. it would be nice to have that option.”

Helpful Report

Posted 1 year ago

Thank you for taking time to share your feedback. We are a customer-focused company and feedback whether good or bad is extremely important to us, as it is only on the receipt of information such as this we can assess and improve the services that we offer. Please rest assured that the points you have raised in your review will be looked into and addressed. We value your business and are working hard to earn your continued patronage, we hope you will give us the opportunity to do so. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review.

Posted 1 year ago

“Answer your phones. Get your staff to follow up on promises Your on line services do not answer my specific query”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your feedback. We are a customer-focused company and feedback, whether good or bad is extremely important to us, as it is only on the receipt of information such as this we can assess and improve the services that we offer. Please rest assured that your comments are very important to us, and we are very sorry to hear that aspects of your experience have given cause for dissatisfaction. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review.

Posted 1 year ago

“website gave a price of half price. I came to book it and was told that they would not ever sell at that price. scammers”

Helpful Report

Posted 1 year ago

Thank you for taking the time to write your review. Please rest assured that your comments are very important to us, and we are very sorry to hear that aspects of your experience have given cause for dissatisfaction. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review.

Posted 1 year ago

“Gave false info on holiday purchase resulting in two 8 HR waits at airport prior and end of holiday”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your feedback. We are a customer-focused company, feedback whether good or bad is extremely important to us, as it is only on the receipt of information such as this we can assess and improve the services that we offer. Please rest assured that your comments are very important to us, and we are very sorry to hear that aspects of your experience have given cause for dissatisfaction. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review.

Posted 1 year ago

“Hello, I haven't been happy at all with the service provided by your company. we are due to go our our Alaskan cruise and also booked the Rocky Mountaineer with you. I had requested extra leg room seats when I booked this holiday and I have tried on many occasions to enquiry about these and left numerous messages for a call back. I didn't receive a response. As soon as the balance of the holiday was paid, nobody was interested in us and I think this is appalling considering the cost of my holiday. I have had to make several long lengthy calls to the airline to try and upgrade my seats which has been another nightmare. I have booked several cruises with your company and I no longer feel comfortable in booking any further cruises with you.”

Helpful Report

Posted 1 year ago

Thank you for your review. We are a customer-focused company and feedback whether good or bad is extremely important to us, as it is only on the receipt of information such as this we can assess and improve the services that we offer. Please rest assured that the points you have raised in your review will be looked into and addressed. Again, we apologise for the difficulties you encountered. We value your business and are working hard to earn your continued patronage, we hope you will give us the opportunity to do so.

Posted 1 year ago

“Appalling waiting for our flight tickets for this Sunday 7/8/22 still not arrived can’t get to speak to anyone ignores emails”

Helpful Report

Posted 1 year ago

Thank you for taking the time to write your review. Please rest assured that your comments are very important to us and we are very sorry to hear that aspects of your experience have given cause for dissatisfaction. Can I kindly ask that you contact our customer relations team with your booking reference number (WOR-XXXX) to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review.

Posted 1 year ago

“Great Cruise great excursions friendly staff. Airport transfer (private taxi) never arrived, left at airport to arrange own transfer to ship and vice versa coming back. I have rang and emailed on a number of occasions, received confirmation that this would be resolved by 12/13th July and I am still waiting to hear. Lady in her 60's travelling alone, very dissapointed!”

Helpful Report

Posted 1 year ago

Thank you for taking the time to write your review. We are a customer-focused company and feedback whether good or bad is extremely important to us, as it is only on the receipt of information such as this we can assess and improve the services that we offer. Please rest assured that your comments are very important to us and we are very sorry to hear that aspects of your experience have given cause for dissatisfaction. Can I kindly ask that you contact our customer relations team with your booking reference number (WOR-XXXX) to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review.

Posted 1 year ago

“I booked a cruise 22/7 with you and paid a deposit more than advertised. I was told the balance would be due September when I paid the deposit. You emailed me 23/7 saying the full amount is due and should’ve been paid on the 22/7!!! I’ve 7 days to pay!! No response to my email or calls!! I’m not happy and it’s caused me unnecessary stress. Julie Stead”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your feedback. We are a customer-focused company feedback whether good or bad is extremely important to us, as it is only on the receipt of information such as this we can assess and improve the services that we offer. Please rest assured that your comments are very important to us, and we are very sorry to hear that aspects of your experience have given cause for dissatisfaction. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review.

Posted 1 year ago

“I made a booking for a discounted balcony cabin and a few hours later was told that the booking was not made, which resulted in us missing out on a balcony, which were all sold out. Had to accept an inside cabin, with no recompense from Cruise118. I believe this was due to allowing inadequately trained staff to take bookings.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to write your review. As a customer-focused company, feedback whether good or bad is extremely important to us, as it is only on the receipt of information such as this we can assess and improve the services that we offer. Please rest assured that your comments are very important to us, and we are very sorry to hear that aspects of your experience have given cause for dissatisfaction. Can I kindly ask that you contact our customer relations team with your booking reference number (WOR-XXXX) to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review.

Posted 1 year ago

“You advertise deals that aren't available despite saying that the prices are updated daily and represent genuine availability.”

Helpful Report

Posted 1 year ago

Thank you for your review. We are a customer-focused company and feedback whether good or bad is extremely important to us, as it is only on the receipt of information such as this we can assess and improve the services that we offer. Please rest assured that the points you have raised in your review have been looked into and addressed. We apologise for the difficulties you encountered. We value your business and are working hard to earn your continued patronage, we hope you will give us the opportunity to do. Please do not hesitate to contact us if you have any further queries.

Posted 1 year ago

“Bear with me as this is a long one but it may save you a lot of heartache and a great deal of money in the future! If we could post with no stars we would. We were due to cruise with MSC on 1st May but one of our party tested positive with covid using a home kit a couple of weeks before we were due to sail. We emailed Cruise118 to ask for direction in what to do next, they called us and told us they had spoken with an MSC Doctor who had said not to take covid tests but to wait until the day before we sailed and get an antigen test which should come back negative which would allow us to sail the next day. We then received an email from another Cruise Concierge to tell us we could not sail but they could offer us an alternative cruise in August and informed us of the additional cost which we accepted. We chased via email for confirmation of the new cruise to several of the Cruise Concierge agents we had dealt with over the next few days with no response. We sat on the telephone for one hour and forty minutes to get to get through to someone, pleading for some information regarding the alternative cruise. Someone was always going to get back to us and no one did so two days before we were due to sail/not sail we sat yet again for over an hour to get through only to be told that nothing had been done with the alternative cruise offer and it had been withdrawn by MSC. We were told by this Cruise Concierge that it might be a good idea to get an official test done (which by now would have shown negative on us all as we had been home testing for our safety) and try and claim on our insurance which with no official test results was useless. We explained that we had been told by one of her colleagues NOT to take tests and all she could say was ‘oh dear’. We were not able to sail on the cruise and so made an official complaint to the Chief Exec of Cruise118, she did not respond to us regarding this complete fiasco but instead got her Customer Service Manager to ring us instead, she confirmed she had checked out all the points in our complaint and did not dispute any of our complaint, she apologised for us being unhappy with their service and at the end of the conversation she asked us if we would like to take up the offer of the alternative cruise in August of which we said yes or we would like a full refund as we had been misguided through all of this by their own staff. She said she would call MSC the following morning and sort it and come back to us, she did respond the following morning with an email to say that again she apologised that we were unhappy with the service we felt we had received, the alternative cruise was not available and if we wished to take it further we should contact ABTA….and that was it, no cruise, no refund they just walked away from their responsibility. We are now pursuing one of several avenues to get our money refunded, we have used this company on many occasions and had the odd niggle with them mainly because they do not talk to each other or pass on information so you have to be the one to follow up any querie you may have but on this occasion we received so many emails and calls with instructions that totally contradicted each other, the one email told us to ignore the information we had been given so far because she had the correct information which was that we could take up the option of the alternative cruise!! This has been a horrendous experience made worse by the total indifference of Cruise118 to take responsibility for their incompetence causing our whole party to loose the cruise and money. You will not speak to the same adviser twice but they do keep notes on all calls and emails as we were told by the Customer Service Manager, they just do not action them. I’m sure we are not the first but you may be the next!”

Helpful Report

Posted 1 year ago

“I tried to cancel the cruise as my granddaughter could not do the dates. I was disappointed that they couldn’t cancel the cruise, I only booked the cruise two days ago, I got right back to them when I New we couldn’t go on the dates.”

Helpful Report

Posted 1 year ago

Good afternoon Ms Brampton, Thank you for your review. We are sorry to learn of your disappointment at not being able to cancel the reserved cruise. I am aware that before proceeding with the booking our sales concierge Georgina asked if those dates were ok and discussed terms and conditions with you. We always ensure we run through this process with our customers. I can see that your details have been logged for a member of the service team to get in touch to discuss a more suitable alternative. Rest assured your comments are very important to us, If you still wish to pursue this matter further could you please contact our customer relations team in hope of resolving the issues raised, we look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Regards Cruise 118

Posted 1 year ago

“Ok when you book cruise... but forget it if you need help after they have your money!”

Helpful Report

Posted 1 year ago

Thank you for your review, All our customer comments and opinions are very important to us, we are very sorry that aspects of your post-booking experience have given cause for dissatisfaction and we appreciate you taking the time to write your review. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues raised, we look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Please include your WOR booking reference in the subject box. Once again thank you kindly for your review it is very much appreciated.

Posted 1 year ago

“I was supposed to receive a follow up call as there was a possibility I may amend my booking but I haven’t and it’s only 9 days before I have my holiday! I also wanted to book some excursions but again no follow up phone call. Feeling it’s a Terrible service at the moment. The initial booking went well and I did receive an excellent service but this changed once I had paid for the holiday!”

Helpful Report

Posted 1 year ago

Thank you for your review, Rest assured your comments are very important to us, and we are very sorry that aspects of your post-booking experience have given cause for dissatisfaction. I am sure that you will appreciate that this is a very difficult time for all concerned as we all find ourselves in such an unprecedented situation both with COVID still affecting travel as well as well-documented aviation issues globally. We as a business are no exception to this and unfortunately, this has meant we are dealing with an unprecedented number of calls and correspondence. This however is no excuse and I am sorry that with such a short time before your holiday you were struggling to make contact. I fully understand how frustrating and upsetting this must have been for you. I do hope this has now been rectified but should you need any further assistance please contact Customer.Relations@worldtravelholdings.co.uk. Please ensure the subject includes your WOR booking reference and URGENT including your travel date. Once again thank you kindly for your review it is very much appreciated.

Posted 1 year ago

“We went to happily book a cruise after researching thoroughly and using the information on the Cruise118 website. Not only was the price offered £300 pp more, we were also told that the extras clearly stated on the website as included (gratuities, wifi) were now excluded. When challenged, we were told that prices can change throughout the day! This is misrepresentation at best and borderline dishonesty at worst. We have used 118 before but will never do so again”

Helpful Report

Posted 1 year ago

Thank you for your review, Rest assured your comments are very important to us, and we are very sorry that your experience has left you disappointed. Our website is not live, and we always aim to advertise the best lead-in fare (which is usually the lowest grade). We use a third-party company to update our website as per the latest prices that the cruise lines advertise from their live websites/booking systems. As I am sure you will appreciate fares can and do fluctuate, unfortunately, it is sometimes the case that we cannot update our website quickly enough to keep up with the increase in pricing. This also applies to changes in promotions such as included extras. Please accept our sincere apologies that the price and deal you noted on our website were not available to you on this occasion, I do hope this has explained the situation a little clearer to you and would like to thank you for taking the time to contact us. If you would still like to discuss this further can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues raised, we look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review it is very much appreciated.

Posted 1 year ago

“No response to my email”

Helpful Report

Posted 1 year ago

Good afternoon Lisa, I am sorry to hear this, if you have still not received a reply can I kindly ask that you contact our customer relations team to discuss the matter further so that we can look into this for you. Please include the WOR booking reference in your correspondence. We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. and thank you once again for your comments and for allowing us the opportunity to rectify this, it is very much appreciated. Regards

Posted 1 year ago


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	Greater than 91%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

Cruise118.com Reviews