Cruise118.com Reviews

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

4.8 Rating 15,214 Reviews

96 %

of reviewers recommend Cruise118.com

Company Reviews

Metrics

Info

4.8

Based on 15,214 reviews

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

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.

As 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.

Visit Website

Email:

customer.relations@worldtravelholdings.co.uk

Location:

110A Market Street,
Chorley
Lancashire
PR7 2SL

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Cruise118.com 5 star review on 15th April 2023

Michael Hadjifillipou

Cruise118.com 5 star review on 25th January 2023

Bridget Barnes

Anonymous

Anonymous // 01/01/2019

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

“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 2 years 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 2 years ago

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

Helpful Report

Posted 3 years 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 2 years 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 3 years 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 2 years 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 3 years 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 2 years ago

“No response to my email”

Helpful Report

Posted 3 years 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 2 years ago

“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”

Helpful Report

Posted 3 years 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 2 years 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”

Helpful Report

Posted 3 years 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 2 years 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”

Helpful Report

Posted 3 years 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 3 years 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”

Helpful Report

Posted 3 years 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 3 years 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.”

Helpful Report

Posted 3 years 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 3 years 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.”

Helpful Report

Posted 3 years 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 3 years ago

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

Helpful Report

Posted 3 years 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.”

Helpful Report

Posted 3 years 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 3 years 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.”

Helpful Report

Posted 3 years 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 3 years 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.”

Helpful Report

Posted 3 years 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.”

Helpful Report

Posted 3 years 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 3 years 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”

Helpful Report

Posted 3 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. 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 3 years 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.”

Helpful Report

Posted 3 years 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 3 years ago

Helpful Report

Posted 3 years ago

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

Helpful Report

Posted 3 years 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 3 years ago

Cruise118.com is rated 4.8 based on 15,214 reviews