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Cruise118.com Reviews

4.8 Rating 14,828 Reviews
96 %
of reviewers recommend Cruise118.com
Company Reviews Metrics Info
4.8
Based on 14,828 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
Read Cruise118.com Reviews

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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feedback@cruise118.com

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Mr Michael Wood
Verified Buyer
“I have only voted "Acceptable" because the service was. Looking in to the detail after we had booked I realised that our airport is approx 50 miles from port. No transfers were advised other than "they were expensive", and so we decided to book 2 hotels for both outgoing / homecoming, when only one was required. We did not have anything sorted for the transfers leaving us "hi n dry". I have now asked you to cancel the hotels and I have independently booked our transfers through an agent recommended on "Talking Cruise". I would have expected C118 to have dealt with this level of detail so we did not have to do the extra work to organise transfers etc.”
Helpful Report
Posted 3 years ago
Thank you for your feedback. We are sorry to hear you are unhappy with our service. Please feel free to reach out to us at feedback@cruise118com with any further comments and we can address the matter internally. Please bear with us at the present time as we are dealing with an unprecedented volume of calls and emails, but we will ensure to resolve any issues as soon as we can.
Posted 3 years ago
Anonymous
Verified Buyer
“I used you ring back service as I know you are busy on Tuesday. I had a call back and was told they would ring back on Wednesday. But no call so left another message Friday lunch time but no response on Friday so I rang on Saturday got through told the person what I wanted she said hold the line and I will sort this for you. But after a short while I was disconnected. So rang again this Lady was very apologetic but she did sort out and rebook me my cruise for next year. So I am happy now but this was not a good experience.”
Helpful Report
Posted 3 years ago
Mrs Barbara Elizabeth Fox
Verified Buyer
“Iknow that you are busy, I normally deal with Rebekka, but she was on leave. The experience was not as good as normal there seeming to be a lack of interest. However I have now emailed Rebekka and she is going to sort out my queries when things quieten down a little.”
Helpful Report
Posted 3 years ago
Thank you for your feedback. We are sorry to hear you are unhappy with our service. Please feel free to reach out to us at feedback@cruise118.com with any further comments and we can address the matter internally. Please bear with us at the present time as we are dealing with an unprecedented volume of calls and emails, but we will ensure to resolve any issues as soon as we can.
Posted 3 years ago
Mr Jonathan William Tory
Verified Buyer
“Still waiting to hear back since allocated cabin is not midships as requested!”
Helpful Report
Posted 4 years ago
Good evening Mr Tory, Thanks for your review. I am sorry to learn that your cabin was not allocated as originally confirmed. I can appreciate your frustration. I have had a look at your booking and I can see this has now been resolved for you. Please let us know if there is anything else we can assist you with. I do hope you have a wonderful cruise and thank you for choosing Cruise 118!
Posted 4 years ago
Customer
Verified Buyer
“Booking my cruise was great after sales to alter my booking not so great”
Helpful Report
Posted 4 years ago
Major Ian Hill
Unverified Reviewer
“I am a disabled veteran. Now u know my problem should I require assistance in future I trust there will be a more positive responce.”
Helpful Report
Posted 4 years ago
Nicola Hanson
Verified Reviewer
“Kelsie at the amendments team was very helpful with our booking helping with our additional requirements and booking the flights and assistance at the airport.”
Helpful Report
Posted 4 years ago
Good evening Nicola, Thanks for your review. I am really pleased Kelsie could help you with your flight assistance and additional requirements. I have noticed you have given us 3/5 stars. We always strive for perfection so is there anything we can do to change that? I hope you have a wonderful cruise and thank you for choosing Cruise 118!
Posted 4 years ago
Alun Lloyd
Unverified Reviewer
“Excellent customer service from Scott Perry.Booked cruise with Fred Olsen today.”
Helpful Report
Posted 4 years ago
Hello Alun Lloyd, Many thanks for taking the time to review the excellent customer service that you have received from our concierge Scott Perry. Scott is a wonderful member of our team and he will be very pleased to read your lovely comments. We hope you have an excellent time on your holiday!
Posted 4 years ago
S. Barnes
Unverified Reviewer
“Whilst the initial booking experience was good, my experience prior to payment was most unsatisfactory because of my inability to speak to a human. I made no less than 3 calls one day, holding on each occasion for in excess of the approximate wait time of 6 minutes but none were answered, on another day I made 2 calls holding on during the first call for in excess of 12 minutes and then when it was finally answered because I did not answer immediately I was hung up on with no call back and my second call was not answered in circa 7 minutes. The following day I called first thing in the morning and immediately expressed my frustration at the lack of service offered but said how relieved I was that humans were actually employed post booking. The person I spoke to was Beth Gallery who could not have been more apologetic and helpful when obtaining flight upgrade and hotel costings. Her help redeemed my experience with Cruise 118, who should be very grateful to her. Thank you Beth. Had I not spoken to her I would not have been able to give any stars.”
Helpful Report
Posted 4 years ago
Dear S. Barnes, Thank you for your review. Here at Cruise 118, we strive to give the best possible service and appreciate your feedback. We are sorry that you experienced a wait time and are currently working on the efficiency of our Customer Service Team. We value your business and are working hard to earn your continued patronage, we hope you will give us the opportunity to do so. We are glad to hear that Beth was able to help and assist you with the booking and was able to upgrade your flight and hotel.
Posted 4 years ago
Anonymous
Verified Buyer
“The booking was a little challenging as I went off the main booking to choose excursions which took me to the payment page and I couldn't get back to the original book the cruise page so I was left to reboot the cruise page from the beginning. However, it all got booked in the end.”
Helpful Report
Posted 4 years ago
Good Afternoon, Thank you very much for your feedback and apologies for any disruption on the online booking journey you had. Hopefully this was a one off and won't happen again for you however, we do have online agents to assist should this happen again. We hope you have a wonderful cruise and thank you very much for booking.
Posted 4 years ago
Anonymous
Verified Buyer
“Took some 38 minutes to make a booking. Far too long”
Helpful Report
Posted 4 years ago
Good Afternoon, Many thanks for your feedback. We are sorry to hear that you are unhappy with the length of the booking process. It is mandatory for our sales concierge's to read through the booking checklist when processing your booking in order to confirm all of your holiday details, to ensure that these details are correct and that you are satisfied before processing the booking. This can take a while to complete to ensure that all aspects are covered. Here at Cruise 118 we strive to give the best possible service and appreciate your feedback. We hope you have a lovely time on your holiday.
Posted 4 years ago
Mr Brian Baker
Unverified Reviewer
“Hannah was most helpful today prosesing all our insurance and passport details also answering all our questions most helpful. Thank you Hannah”
Helpful Report
Posted 4 years ago
Hi Mr Brian Baker, We would like to take this opportunity to thank you for choosing to book with Cruise 118 and taking the time to review the helpful and friendly service that Hannah Bayley has provided you. We hope you have a brilliant time on your holiday!
Posted 4 years ago
William Mckay
Verified Reviewer
“We were on board the MSC Symphonia returning home 13th July 2019. However due to adverse weather conditions we were late in disembarking resulting in us missing our flight from Venice to Manchester. However the support and customer service we received from Hannah Bailey was second to none. I cannot praise her high enough. Nothing was any trouble to her. She is an asset to Cruise 118. Truly appreciated as my wife was panicking until Hannah took control Thanks once again for excellent customer service. I cannot praise Hannah highly enough.”
Helpful Report
Posted 4 years ago
Hello William Mckay, Thank you very much for your wonderful feedback. It's a pleasure to hear that you are happy with the helpful and informative service that our concierge Hannah has provided you. Hannah is a credit to our team and please be assured that she will be recognised for the service that she has provided. We are sorry that you are unhappy with the issue with your flight, If you would like to contact our customer relations department on 0207 1388302 and we will be happy to discuss any problems you may have encountered.
Posted 4 years ago
Anonymous
Unverified Reviewer
“Scott was very helpful and efficient with our booking . A pleasure to deal with. Hope our cruise goes as smoothly.”
Helpful Report
Posted 4 years ago
Thank you for your feedback. It's brilliant to hear that you are pleased with the helpful and efficient service that Scott has provided you when assisting with your booking. We hope you have a lovely holiday.
Posted 4 years ago
Margaret Blood
Unverified Reviewer
“I had excellent information and help from Scott Perry.Just had one spelling mistake but it was altered quickly.”
Helpful Report
Posted 4 years ago
Thank you for taking the time to submit a review and kind comments about Scott Perry. I am so pleased he assisted you with your booking and rectified the spelling error immediately. Thank you again for booking with us.
Posted 4 years ago
John Hale
Verified Buyer
“Re: Cancellation Invoice: WOR-39069 Following email sent for third time to cruise 118 who continue to ignore complaints. To conciergedesk@cruise118.com, enquiries@worldtravelholdings.co.uk Sirs, why are you ignoring my message and failing in your care of duty?? we still await the credit note that was promised to us, where is it??....in the meantime your have already lost one cruise booking IGLU, they will also get the next booking if you continue to ignore us and issue the credit promised together with an apology, for you tardiness. This relates to a canceled booking whereby we had to pay a cancellation fee £129.99. as well a loosing our initial deposit. not to worry said cruise 118 we will send you a credit note for the £129 which can be offset against the next booking..i now firmly believe that they only said this to us in order to placate u when we complained of having to pay there cancelation fee..”
Helpful Report
Posted 4 years ago
Dear Mr Hale 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 noted. I would like to confirm that the enquires@worldtravelholdings.co.uk email is a no reply address that appears on our automated confirmations, could you kindly contact our customer relations department to discuss the details of the email sent to conceirgedesk@cruise118.com. The above email address is in use and as such we would like to be given the opportunity to be able to investigate why any email sent has not been forwarded to the correct department. Thank you for raising the issue concerning the promised future cruise credit, after looking at your booking I can see that the cancellation charge was paid on line. Unfortunately, our system does not recognise that this amount needs to be returned to our guests in the form of a voucher. Now that we are aware that our charge has been paid I will forward the voucher to you immediately. 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 4 years ago
Chen
Unverified Reviewer
“We met a difficult problem on our booking WOR-53490. We need to change a passenger’s name on our cruise NCL Spirit sails on 14/6/19. One of our friends Chao Lan’s son was serious injured in Taiwan. She has to cancel this holiday to look after her son. We found a friend to replace her but the price is £794. We were told the amendment was £50 in Feb. Please have sympathy to Chao Lan. She nearly lost her son. She had to lost a big amount to cancel her Taiwan - UK flight. Please help her not to have to pay this high price for giving up her cruise holiday. Please. Please. Please”
Helpful Report
Posted 4 years 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 I am sorry to read your sad news regarding your friends’ son. I understand the difficulties you are facing however in order to deal with everyone fairly, although we are sympathetic, we have to adhere to the booking conditions. By adhering with the booking conditions, we treat everyone the same and do not differentiate between our customers. Having said that, most of the fees to change your cabin are being charged by the cruise line and this is beyond our control. We advise all our customers to purchase insurance at the time of booking to cover any cancellation charges should it be required. Although I am sorry that my response may not be to your satisfaction, I would like to thank you for taking the time to contact us and if I can be of any further assistance, please do not hesitate to contact me. Kind Regards Customer Relations
Posted 4 years ago
Mrs Josephine Sanders
Verified Buyer
“Disappointed that the First Lady who quoted us didn’t ring back when we requested it which meant we lost our first choice of cabin number. I am now waiting for a call back again as the price is showing incorrect on the invoice.”
Helpful Report
Posted 4 years 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 I am sorry that you feel you lost your first cabin choice as you did not receive a call from us in a timely manner. This is not indicative of the service we aim to offer and I apologise for any inconvenience this caused. I can see from the booking notes that we have contacted you regarding your invoice query. Please note that you can access your booking on the cruise lines personaliser and manager my booking on our website. Thank you for booking with us and we wish you a happy holiday. Kind Regards Customer Relations
Posted 4 years ago
Anonymous
Verified Buyer
“Booked online because it advertised better discounts however: 1) it wouldn’t allow me to book 2 cabins at the same time so I had to use 2 computers to process bookings at the same time. 2) cruise 118 class under 16 as children however Celebrity class under 11 as children therefore got all the way with online entries on both computers and then tried to put 15 year old child in and Celebrity refused to accept the entry because they class that as adult. Therefore had to start all over again. 3) Due to the above the booking online took me 2 hours rather than 1 hour as I had to wait for the selected cabins to be released again. 4) in the past I have booked over the phone and this was ok but because of pricing discounts for online bookings tried that.”
Helpful Report
Posted 4 years ago
Thank you for your feedback as it is only by receiving feedback that we can improve the service we offer. Please accept my apology that our online booking process was not as smooth as it should be. Every cruise line has different age restrictions and this causes problems for our online system. We are currently working on a solution to resolve this issue. I hope that despite this issue you have a wonderful holiday and thank you for informing us of this problem. Kind Regards Customer Relations
Posted 4 years ago
Elaine Foulds
Verified Reviewer
“Scott was excellent in organising our holiday. We gave him our requirements and he came back with ideas and recommendations which met our spec perfectly. It was a pleasure booking with him. Would have no hesitation in recommending his service.”
Helpful Report
Posted 4 years ago
Excellent review for Scott, so pleased to be reading this. Your review will also be passed to Scott and his manager who I'm sure will not be surprised as he always goes the extra mile to please his customers. It would be marvellous to recommend Scott to your friends and family and we will welcome them to our growing customer base. Thank you again for booking with us and we look forward to speaking to you on your return. Kind regards Cruise118 Team
Posted 4 years ago
Cruise118.com is rated 4.8 based on 14,828 reviews
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