Name: Cruise118.com
Address: 110A Market Street, Chorley, Lancashire
Rating: 4.77

“I would recomend nobody uses this company. They give the perception that they are amazing and so helpful when booking. What has become apparent is that when a crisis happens they refuse to give your money back. I am concerned they are going under and would ask anyone to think twice before booking. There are loads of other reputable companies. TUI refunded our money within 2 months. 6 months down the line we have only received half.”

Helpful Report

Posted 4 years ago

We’re so sorry to hear of the difficulties you have experienced. We are currently dealing with an unprecedented volume of refunds and are working within the ABTA guidelines to process refunds. Please be assured that we are ATOL protected and all finances are safe. So we can look into your case in more details and contact you directly, please can you email us at customerrelations@worldtravelholdings.co.uk so we can escalate your concerns to our Customer Service Management team. Many thanks.

Posted 4 years ago

“It started when I tried to cancel a cruise then it does down hill from here”

Helpful Report

Posted 4 years ago

We’re so sorry to hear of the difficulties you have experienced. So we can look into your case in more details and contact you directly, please can you email us at customerrelations@worldtravelholdings.co.uk so we can escalate your concerns to our Customer Service Management team. Many thanks.

Posted 4 years ago

“We booked 2 cruises, both now cancelled. We are struggling to get through on your very limited opening hours for existing bookings. Yet if you are a new booking you are operating much longer phone hours. Quite convenient, take peoples money quickly, but not so keen to speak with customers to arrange their refunds. Come on do the right thing Cruise118. I have emailed twice now and no response.”

Helpful Report

Posted 4 years ago

We’re so sorry to hear of the difficulties you have experienced. So we can look into your case in more details and contact you directly, please can you email us at customerrelations@worldtravelholdings.co.uk so we can escalate your concerns to our Customer Service Management team. Many thanks.

Posted 4 years ago

“Customers need to be aware. Royal Caribbean are not refunding for Cruises cancelled by them, I am still waiting after 6 months! £5000.00 owing. Think about this before booking.”

Helpful Report

Posted 4 years ago

“My sister Mrs S Scobie booked a cruise for her and her husband and myself and my husband for the end of May through Cruise 118 which was cancelled due to covid. My sister has chased 118 numerous times and has recently received a refund for her holiday but we are still waiting for our refund, even thought all four of us were on the same booking. After 5 months of waiting I feel this is unacceptable. I understand the money will come from P&O but our Booking was made with Cruise 118. I’m sure enough time has been given to clear the back log so stop treating people this way.”

Helpful Report

Posted 4 years ago

Thanks for your review. We can see both bookings were issued a cheque refund from the cruise line on the 9th September 2020. Please can you email us at customerrelations@worldtravelholdings.co.uk so we can escalate your concerns to our Customer Service Management team, if this is not the case. Many thanks

Posted 4 years ago

“Absolutely dire. Cruise cancelled, no contact. No idea what's happening with my refund, hopeless. They've had £1200 of mine for almost a year now and I STILL haven't got it back or have any idea when I will.”

Helpful Report

Posted 4 years ago

We’re so sorry to hear of the difficulties you have experienced. So we can look into your case in more details and contact you directly, please can you email us at customerrelations@worldtravelholdings.co.uk so we can escalate your concerns to our Customer Service Management team. Many thanks.

Posted 4 years ago

“NEVER BOOK WITH CRUISE 118 Booked our cruise for 11th of July in Dec 2019 from cruise 118 with celebrity cruises. Unfortunately due to Covid all the cruises were cancelled in May. Cruise 118 asked us to pay the whole amount pending. I enquired that all the cruises are getting cancelled so why are you asking for whole amount as we do not feel safe to travel in this Pandamic time. They sent us an email saying your booking amount is zero and you will not get your refund back as you did not pay the whole amount. After that they have not replied to any of my emails. Whereas all cruise companies are giving customers their booking amount back. I paid £950.00 to book our cruise. Cruise 118 is one of the biggest thief company . They are still selling their cruises on tv channel. We have had an awful experience with them . Their customer service is rude and very disrespectful. Once they take money they do not want to know you.”

Helpful Report

Posted 4 years ago

Thank you for your review, at your balance due date the cruise was still scheduled to go ahead, meaning Celebrity Cruises were still expecting us to pay them, we of course rely on our customers paying the balance at this time. The finance department did contact you regarding this explanation beforehand. Unfortunately if balances are not paid for in time the booking must subsequently be cancelled . Rest assured we are following the guidance of our governing body ABTA within those guidelines it states if you choose to cancel the holiday before the tour operator cancels it as a result of FCO advice or for any other reason you will be liable to pay cancellation charges. Our Customer Relations team will also be in touch with you shortly to see if a possible resolution can be found, we do appreciate all our guests at this difficult time and are working tirelessly to resolve any issues. Also please be aware we do not have a TV channel this is a different company. Many thanks.

Posted 4 years ago

“I have, at last, after 126 days, received a notification of a refund on a Princess cruise booked through Cruise 118. To add even further to the appalling length of time I've waited, and having to constantly chase this refund, I'm now told I should expect to wait 7 - 10 working days for the money to appear back on my credit card. Strange, because when anything else is refunded it's fairly well instant. Following this dreadful experience, rest assured I will NOT be booking anything again with either Cruise 118 or Princess.”

Helpful Report

Posted 4 years ago

Hi Alec we are pleased to hear your refund has been processed and we are so sorry to hear of the difficulties you have experienced it is extremely busy at the moment and we are dealing with an unprecedented volume of refunds and are working as quickly as possible. We have to wait for the cruise line to refund ourselves before we can refund our customers. We appreciate it is a long time to wait and thank you for your patience, the reason the refund takes 7- 10 working days to process back to yourself is because it is checked to ensure no fraudulent activity occurs. Thank you.

Posted 4 years ago

“Still waiting for updates about a refund for a cruise that was cancelled due to Coronavirus. We have now been waiting over 120 days and have spoken on numerous occasions with Cruise118 and MSC who blame each other, MSC will not action a refund unless Cruise118 contact them as our Agent. Very poor Customer Service/Finance team. would give zero stars if I could.”

Helpful Report

Posted 4 years ago

We are so sorry to hear you are dissatisfied as we pride ourselves on delivering a remarkable experience we are currently dealing with an unprecedented volume of refunds and working as quickly as possible, in many circumstances we have to wait for the cruise line to refund ourselves before we can refund our customers. After speaking with the Finance department they have confirmed we have received you refund this morning and it has now been processed please allow 7-10 working days for this to show in your bank account. Many thanks.

Posted 4 years ago

“I CANT GET MY MONEY BACK FROM A CRUISE JUNE 6TH 2020 THAT WAS CANCELLED IN APRIL BY RC!!!!! BEEN WAITING SINCE MARCH AND IM NOW BEING TOLD IT WONT BE PAID BACK UNTIL OCTOBER?!?!”

Helpful Report

Posted 4 years ago

Hi Ann, we are so sorry to hear you are disappointed. Refunds can take up to 120 days from the date in which they are processed which is within the new guidelines set by ABTA the industry regulator. We are currently dealing with an unprecedented volume of refunds and are working as quickly as possible to refund our customers. We appreciate that it is a long time and thank you for your patience in the meantime, as soon as we receive refunds from the cruise lines we are refunding our customers as quickly as possible.

Posted 4 years ago

“Disappointed is not a strong enough word of how I feel with Cruise118 and their customer service. After 224 days waiting for a refund (they tell you it could be up to 90 days) I received an email to say that the refund had been approved and should be in our bank account within 7 days. Hoorah I thought......alas 19 days later we are still waiting. The only time you get a response from anyone is when you post a negative comment on this site. It has cost me more in telephone calls and time than the refund itself. Be careful.”

Helpful Report

Posted 4 years ago

We’re so sorry to hear of the difficulties you have experienced. So we can look into your case in more details and contact you directly, please can you email us at customerrelations@worldtravelholdings.co.uk so we can escalate your concerns to our Customer Service Management team. Many thanks.

Posted 4 years ago

“Booked our cruise in January and paid hefty deposit. My companion is over 70 and as a result of COVID had no choice but to cancel our booking in March due to government advise and that she would have been in isolation when the cruise was sailing. The cruise was subsequentially cancelled Cruise 118 confirmed that we had no option but to do this and that we would get all our deposit back. Cancellation was confirmed by 118. Cruise was for June and yet we are still waiting for our deposit back. 118 are blaming MSC and have ‘escalated’ our complaint. This saga has been going on for months and now we are being given the silent treatment, I have used 118 in the past and been pleased with their service, no more. DO NOT USE OR TRUST THEM”

Helpful Report

Posted 4 years ago

We’re so sorry to hear of the difficulties you have experienced. So we can look into your case in more details and contact you directly, please can you email us at customerrelations@worldtravelholdings.co.uk so we can escalate your concerns to our Customer Service Management team. Many thanks.

Posted 4 years ago

“I have been waiting since April for my refund, apparently p and o have now sent me two cheque which neither have arrived I’ve told 118 my contract is with them and I shall be taking it further, I would never boom with them again, useless”

Helpful Report

Posted 4 years ago

We’re so sorry to hear of the difficulties you have experienced. So we can look into your case in more details and contact you directly, please can you email us at customerrelations@worldtravelholdings.co.uk so we can escalate your concerns to our Customer Service Management team. Many thanks.

Posted 4 years ago

“DO NOT USE THIS COMPANY THEY DO NOT REFUND THEY TAKE YOUR MONEY THEN PASS THE BUCK. WE HAVE BEEN WAITING FOR OVER THREE MONTHS AND STILL NO MONEY JUST EXCUSES”

Helpful Report

Posted 4 years ago

We’re so sorry to hear of the difficulties you have experienced. So we can look into your case in more details and contact you directly, please can you email us at customerrelations@worldtravelholdings.co.uk so we can escalate your concerns to our Customer Service Management team. Many thanks.

Posted 4 years ago

“Holiday gone up by £300 per person”

Helpful Report

Posted 4 years ago

We’re so sorry to hear you are disappointed, holiday prices fluctuate regularly and can change throughout the day which is something which is out of our hands and have no control over. We look to get our customers the best price possible at the time of booking along with delivering a remarkable experience whilst providing ABTA and ATOL protection. Many thanks.

Posted 4 years ago

“Customers need to be aware BEFORE BOOKING that if their Cruise is subject to cancellation this will result in a SIGNIFICANT delay in a refund. My cruise was cancelled, refund invoice was dated 25.05.2020. Today is the 29.08.2020 Three months later - NO refund has been made Future customers need to be aware of this situation BEFORE booking. BBC Watchdog are aware.”

Helpful Report

Posted 4 years ago

We’re so sorry to hear of the difficulties you have experienced. So we can look into your case in more details and contact you directly, please can you email us at customerrelations@worldtravelholdings.co.uk so we can escalate your concerns to our Customer Service Management team. Many thanks.

Posted 4 years ago

“Rip off company. Avoid at all costs”

Helpful Report

Posted 4 years ago

We’re so sorry to hear this. So we can look into your case in more details and contact you directly, please can you email us at customerrelations@worldtravelholdings.co.uk so we can escalate your concerns to our Customer Service Management team. Many thanks.

Posted 4 years ago

“Customer service really poor. Got my sailing canceled more than 3 months ago and still no sign of the refund. Won’t be using them again that’s for sure. Iglu cruise 10 times better.”

Helpful Report

Posted 4 years ago

We are sincerely sorry to hear you are disappointed with the service, we aim to deliver a remarkable experience. We are currently dealing with unprecedented volume of refunds and are doing our best to help our customers as quickly as we can. Your refund was requested on the 7th July 2020 and can take between 90-120 days to refunded which is within the new ABTA guidelines, as soon as we receive the refund back from the cruise line this will be refunded to yourself. We thank you for your patience in the meantime.

Posted 4 years ago

“I am now on my fourth consierge, barring the first who actually booked our cruise the rest have failed miserably. I am still trying to rebook our cancelled cruise since the beginning of June. In the meantime all the cheap flight seats are being booked up. Poor, poor, poor, poor, poor 😞”

Helpful Report

Posted 4 years ago

Hi Andrew we are so sorry to hear you are dissatisfied we are currently dealing with unprecedented volumes of amendments and working as quickly as possible due to the pandemic. We are a customer focused company and therefore your details have been passed to the Service Management Team, we will be in touch shortly. Thanks for your patience in the meantime.

Posted 4 years ago

“I cancelled my cruise with Cruise 118, which was to go on the 6th June this year, at the beginning of March due to being immunosuppressed. I was told somebody would get back to me in 2 weeks, they didn't! I phoned again and was told the cancellation hadn't been recorded!!! THIS HAS HAPPENED 3 TIMES TO DATE - and I'm still waiting for my money back. Initially I was told it would take up to 90 days to get my money - that was at the beginning of March. I HAVE A MINIMUM OF 26 CRUISE 118 PHONE NUMBERS RECORDED ON MY PHONE. I HAVE EMAILED TWICE, NO REPLY TO FIRST, AND STILL WAITING FOR SOMEONE TO CONTACT ME WITH REFERENCE TO THE 2ND WHICH WAS SENT TO THE MD ALISON ERNSHAW!!! I've been told: I could extend payment a month, then told I couldn't; I had to transfer cruise to a later date; I haven't cancelled the cruise; there's no record of my phone calls; I had to have vouchers; EVERYTIME YOU PHONE YOU GET A DIFFERENT PERSON, AND A DIFFERENT STORY - ROYAL CARRIBEAN THEMSELVES CANCELLED THE CRUISE IN APRIL - 4 MONTHS AGO!!! On 27th July, I was told yet again that I had to wait a further 90 days for my money back - again - on top of the 140 days??? The cruise is no longer recorded on either of my RC accounts, and RC are saying it's been repaid??? In fairness, I have always booked my cruises through Cruise 118 they are always competitive, informative and polite however, when it comes to paying money back they are appalling!!!! Because repayment has taken so long, I have also had to pay my Sons ex her money back. Her family didn't believe I hadn't had her money back and instigated a solicitor to take out a County Court Order - it was either pay her or have a CC judgement against my name! I just want my money back now - I feel I have waited more than long enough, and this has cause me a lot of mental and physical stress, causing my illness to flare up, and in these times I can do without it. Just for reference, I am not the only person this has happened to - it shouldn't be allowed!”

Helpful Report

Posted 4 years ago

Thank you for your feedback we are sorry to hear that you have had difficulties. I have passed your details to our Customer Relations team who will look into this for you and be in touch, thank you for your patience in the meantime.

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	Greater than 89%
Accurate And Undamaged Orders	Greater than 84%
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