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Cruise118.com Reviews

4.8 Rating 14,830 Reviews

96 %

of reviewers recommend Cruise118.com

Company Reviews

4.8

Based on 14,830 reviews


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

About Cruise118.com:

There’s no better way to see the world than via the sea, so if you’ve got the urge to travel wide and far, Cruise 118 can help you make that dream a reality.

An the online retailer for once in a lifetime travel experiences, we’re constantly curating the best cruises from around the world currently available to book on to, so if you want to be the first to secure your place on the world’s biggest and best ships that will sail to all corners of the globe then www.cruise118.com is the place to visit.

We understand that holidaying is a personal experience and although cruises are pre-planned to the finest detail for your convenience, the process of booking one should still feel individual to you and we can confirm that we provide each and every customer with the ultimate experience and all of the glowing Cruise 118 reviews online confirm that.

All of our past and present customers comment on the quality and efficiency of our service, as well as letting us know just how fantastic their holidays of a lifetime were, selected with our assistance, so don’t just take our word for it, browse through all of the positive Cruise118.com reviews and see for yourself why we’re the perfect people to help you pick the right cruise for you.

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Cruise118.com 5 star review on 15th April 2023

Cruise118.com 5 star review on 1st April 2023

Cruise118.com 5 star review on 27th March 2023

Cruise118.com 5 star review on 6th March 2023

Rodolfo Quiambao

Cruise118.com 5 star review on 27th February 2023

Cruise118.com 5 star review on 26th February 2023

Cruise118.com 5 star review on 26th February 2023

32

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“They are quick to take your money but when the cruise company cancels your cruise they hold onto your deposit and says it will take 6 MONTHS to refund it . They don't answer emails or calls.DON'T book with this company,however good the price looks .Check trustpilot for similar reviews”

Posted 1 year ago

Thank you for your review, rest assured your comments are very important to us, we are very sorry that firstly your cruise holiday has been cancelled and also that you are having difficulties with reclaiming the deposit. It is well documented that the Travel Industry has been particularly hard hit due to the volume of people's travel arrangements that continue to be affected by this awful virus and also by the global aviation turmoil and we as a business are no exception to this. It is for this reason that we had no choice but to follow the guidelines set out by our cruise line partners and our governing body which is ABTA. We understand the frustration but due to the number of guests that are waiting for their refunds senior management has implemented a policy of refunding guests in strict date order, by doing it this way it remains fair to all our guests. If you are still awaiting this refund, can I kindly ask that you contact our customer relations team to discuss the matter further so that we can check the progress and ensure all is in hand on your behalf? 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 review, it is very much appreciated. Regards

Posted 1 year ago

“I had a cruise cancelled with Cruise118 and they have yet to refund my deposit. It has been 2 months now and I can't get any response to my emails or get hold of them by phone. They may be ok when the holiday goes ahead but they have no interest in customer service if its cancelled. Had to go to citizens advice to see what to do, they told me a package holiday should be refunded within 14 days, I understand them delaying refunds in the worst of the Pandemic but not now. Will never ever use such Cruise 118 again as they are a disgrace, if I ran my business the way they do I wouldn't have a business to run for long”

Posted 1 year ago

Thank you for your review, rest assured your comments are very important to us, we are very sorry that firstly your cruise holiday has been cancelled and also that you are having difficulties with reclaiming the deposit. It is well documented that the Travel Industry has been particularly hard hit due to the volume of people's travel arrangements that continue to be affected by this awful virus and also by the global aviation turmoil and we as a business are no exception to this. It is for this reason that we had no choice but to follow the guidelines set out by our cruise line partners and our governing body which is ABTA. We understand the frustration but due to the number of guests that are waiting for their refunds senior management has implemented a policy of refunding guests in strict date order, by doing it this way it remains fair to all our guests. If you are still awaiting this refund, can I kindly ask that you contact our customer relations team to discuss the matter further so that we can check the progress and ensure all is in hand on your behalf. 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 review, it is very much appreciated. Regards

Posted 1 year ago

“I booked this on the Iona on 22.04.2022 and it has only just being sorted out 17.06.2022. And to top it off the emails have been sent to an incorrect email address. All info from P&O are being sent to the correct email address. I do not use this email address any more and have a a nightmare to access it”

Posted 1 year ago

Hi Julie, we're sorry to hear we'd like to look into this for you to see if there is anything we can do to resolve any issues you've faced. Could you please respond privately with your reference number so we can look into this for you. Kind Regards - Cruise118 Team

Posted 1 year ago

“Have been waiting for refund due to cancellation by you. Booed another break instead. Deposit paid last Friday received email wanting full payment on Saturday. Cant speak to anybody on phone. Losing all faith in your company once again. Regards Anthony Thurgood”

Posted 1 year ago

Hi Deborah, we are experiencing a high volume of calls at present which is why call wait times are longer than usual. If you could please respond privately with your reference number so we can look into this for you. Kind Regards - Cruise118 Team

Posted 1 year ago

“Very long process to make booking, we’ve had to send multiple amendments as names were wrong and titles incorrect. I cannot currently log into my booking online either. I hope this isn’t the start of a bad cruise experience.”

Posted 1 year ago

Hi Dannielle we are sorry to hear about the issues you have faced. Regarding logging into the booking online it is the lead passengers Surname and their date of birth. Please could you send us a private message with the issues you faced and your booking reference number so that we can look into this for you. Many Thanks- Cruise118 Team

Posted 1 year ago

“We are currently experiencing an unacceptable delay in obtaining our refund after our cruise has been cancelled! Also dishonesty from the customer service team.Twice we have been told that our money would be in our accounts by the end of the next week. Just this Monday 6/6/2022 I was in a live chat with an agent for an hour, she advised me she was discussing the issue with a manager and then just stopped responding. I then commenced a new live chat with another agent who requested that I put our complaint into an email and advised me that she would respond the following day, surprise surprise no response! In this modern world of technology where money is transferred by the click of a button, I do not understand why it is so difficult to return what is rightfully ours. I have also requested complaints procedure a number of times and that has also not been forthcoming. We appreciate that the cancellation of the cruise was not your fault, but with holding our money and ruining our chances of having an alternative vacation is. We are bitterly disappointed with response from agents so far.”

Posted 1 year ago

Hi Stephanie I am sorry to hear of the issues we have checked and it looks like you were refunded on the 10th June. We apologise for the delay as a company we have to wait for the cruise line to refund us and due to volume this process is taking longer than usual. If you have anything you would like to raise please could you put it into a private message and we look into this for you, we welcome both positive and negative reviews as we are a customer-focused company we aim to improve our services continuously. Many thanks Cruise118 Team

Posted 1 year ago

“not much help when we lost our cruise at Christmas”

Posted 1 year ago

“We booked a cruise on Royal Caribbean through this company and paid £450 deposit. Personal circumstances meant that we could not travel on the due dates and we were aware that the terms and conditions indicated that we would lose the Sterling equivalent of $100 per person - $200 dollars in all. So we booked an alternate cruise to the Holy Land for 2023. However, despite many emails and telephone calls, after six weeks and dozens of promises, we had not received any confirmation that the first cruise had been cancelled and the second one booked. Concerned with the gross inefficiency of the company and having lost all trust and confidence with them we decided to cancel the second cruise as well. We expected to lose the $200 but today they confirmed that we would lose all our deposit, a total of £450 plus they wanted a further £80 as a penalty. They claim this in their T's and C's but it isn't. Only the $100 is. We believe they have stolen the deposit from us and think that they may well be keeping money because they are having financial problems. I shall, of course, be taking this much much much further until I get the full £450 back. DO NOT DEAL WITH THIS COMPANY. YOU WILL LOSE MONEY.”

Posted 1 year ago

Hi John, we're sorry to hear that you feel this way! We'd like to look into this for you to see if there is anything we can do to resolve any issues you've faced. Could you please respond privately with your reference number so we can look into this for you. Kind Regards - Cruise118 Team

Posted 1 year ago

“Appalling customer service. Our cruise in November was cancelled but we only found out when we phoned up to ask about our flights - since we had heard nothing. We were told insistently that we had had emails informing us about this on 9th May and also messages that had allegedly been left on our phones, landline and mobiles. However, we had no such contacts. We went through our email history, including junk emails, and there was no record whatsoever of any email being received. In fact there was no record of any email from the company, ever. Similarly, there was nothing on our voicemail records on landline or mobile phones. Yet, the person we contacted told us repeatedly that we were wrong and would not accept that there was no record at all of any message being left. We have used many travel companies but must say that we will never use Cruise 118 again. Appalling service. Appalling attitude. Wish we could leave zero stars.”

Posted 1 year ago

Hi Elizabeth, we're sorry to hear that you feel this way! We'd like to look into this for you to see if there is anything we can do to resolve any issues you've faced. Could you please respond privately with your reference number, account name and postcode so we can look into this for you. Kind Regards - Cruise118 Team

Posted 1 year ago

“At the moment, very poor. Flights switched. Agreed to the change if parking covered. Can’t get through to sort out. Received at least 10 booking confirmations.”

Posted 1 year ago

“At the moment, very poor. Flights switched. Agreed to the change if parking covered. Can’t get through to sort out. Received at least 10 booking confirmations.”

Posted 1 year ago

Hello thank you for your feedback we are experiencing a high volume of calls at the moment and call times are longer than usual we do apologise. If you could please private message us with your details and WOR reference number we can look into this for you. Many Thanks Cruise118 Team.

Posted 1 year ago

“Do not book with this company.Their customer service is appalling.I was going on a cruise and they did not inform me that my flights to Rome had changed fromHeathrow to Gatwick and had no paperwork or emails sent to let me know.It was only by ringing the cruise company itself 2 days before that I was told that my flights and times had changed.This meant cancelling my Heathrow hotel and parking and re booking Gatwick hotel and parking which incurred extra expense. Also for 7 days before the cruise I rang them every day each phone call I waited from 1hour 14 mins to 1hour 45 mins for them to answer worried I had no emails showing my luggage tickets flight information or bus transfer tickets.The staff on the phone were not able or competant enough to help.In fact I was told by one member of the staff not to worry just turn up to Heathrow you are definitely booked in there. If we had done that we would not have had a flight or a cruise. It has meant on my return I have to complain and do some more paperwork to get my expenses returned.I think besides claiming my expenses cruise 118 should be compensating me for all the stress and worry they caused by not sorting out my travel arrangements . So far no offer for this has been made”

Posted 1 year ago

Thank you for your review, 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 the points you have raised in your review have been looked into and addressed. Again, we apologise for the difficulties you encountered. I hope our telephone conversation helped alleviate any concerns you may have had. 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

“Getting through to speak to a consultant is a nightmare. After agreeing a price for a booking for myself and my wife I had to consult with our friends to see if the price was agreeable. Once they had approved the quoted price after less than 20 minutes I found it impossible to get in touch with the consultant I was dealing with until some 5 hours later. This resulted in me being charged £50.00 per head for the 4 people In my party through no fault of my own.”

Posted 1 year ago

Hi David Thank you for your feedback we are receiving a high volume of calls at present and wait times are longer than usual which we do apologise for. However, prices are fluid and can change at any time they are only valid at the time the quote is made. Many Thanks Cruise118 Team

Posted 1 year ago

“Getting through to speak to a consultant is a nightmare. After agreeing a price for a booking for myself and my wife I had to consult with our friends to see if the price was agreeable. Once they had approved the quoted price after less than 20 minutes I found it impossible to get in touch with the consultant I was dealing with until some 5 hours later. This resulted in me being charged £50.00 per head for the 4 people In my party through no fault of my own.”

Posted 1 year ago

“very quick to answer the phone when booking. following calls take over 50 mins to answer. never again”

Posted 1 year ago

Hi Derek Thank you for your feedback we are receiving a high volume of calls at present which means call wait times are longer than usual. We thank you for your patience in the meantime. Many Thanks Cruise118 Team

Posted 1 year ago

“DO NOT BOOK WITH CRUISE 118! I haven't even had my holiday yet (it's in 12 days time) and wish I had never given them my money. Booked everything February 4th only to find out yesterday after calling in with another issue that they have NOT booked my elderly grandmother on the flight!! Furthermore, they have booked the incorrect airport outbound despite me having email confirmations that I am going from Heathrow so I booked a paid for parking! I was promised a call back yesterday and did not get one... have been on hold to get through to them the whole morning without an answer!”

Posted 1 year ago

Thank you for your review, 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 the points you have raised in your review have been looked into and addressed. Again, we apologise for the difficulties you encountered. I hope our telephone conversation helped alleviate any concerns you may have had. 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

“Absoloutle shocking company. Mislead on booking a cruise and now telling me we have to wait 4 weeks to amend!!! We only booked 2 days ago!!!”

Posted 1 year ago

“Where shall I start? Nobody answers phones.. or emails. They have mixed up my booking with somebody else’s booking and put all my contact details on their account. Definitely an data protection issue which I intend to follow up. Just steer well clear - or perhaps somebody might even contact me now to try to out this situation right but I am not holding my breath”

Posted 1 year ago

We're sorry to hear that you feel this way! We'd like to look into this for you to see if there is anything we can do to resolve any issues you've faced. Could you please respond privately with your reference, name and postcode so we can look into this for you. Kind Regards - Cruise118 Team

Posted 1 year ago

“Never again will I use 118, I have no tickets and I leave tomorrow. CANNOT speak to anyone, hanging on the phone for over an hour. Disgusting service it makes for a very stressful holiday.”

Posted 1 year ago

“Spent three hours of my valuable time in limbo waiting for the Cruise118 post sales support conceige team to update me on status of a cruise. The cruise had been modified because of the Ukraine war and I needed to know my options. Why can't there exist a queuing system whereby I know my place on a queue.”

Posted 1 year ago

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Cruise118.com is rated 4.8 based on 14,830 reviews