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

“I would never make a booking with Cruise 118 again they are not transparent at all. My wife booked a cruise to the Caribbean on a Saturday and for reasons out of her control had to cancel the next day Sunday only to be informed by Cruise 118 that we would lose our deposit of £550. When I challenged them regarding the heavy penalty they informed me it was in their T&C's which they hadn't explained to my wife. You would have thought some common-sense would have prevailed however that wasn't the case. It transpired they immediately paid the £550 to P&O Cruises who wouldn't given them the deposit, so they expected us to forgo the deposit. I rang P&O and explained the less than transparency of Cruise 118 and they didn't care, they had the deposit and were happy to resell the cabin to another buyer. When purchasing, the creditcard used was in my name only and no permission was ask of me and the T&C's were never disclosed. I complained to my creditcard company who sided with me and got our money back, the full £550. They were wondering why Cruise 118 hadn't asked P&O to return the monies to them. Cruise 118 wanted me to claim on my insurance and we wonder why are insurance polices are all going up. I have now received a letter, totalling ignoring or accepting a less than transparent sell, intimidating us so I have issued a stop & cease letter. The government have a paper 'Holiday deposits and cancellation fees - are you being treated fairly?' a very good read for customers and illustrates the less than transparent selling within the Cruise industry. We have always used Royal Caribbean when sailing and have never experienced anything like this before. 'Was it because we used an agent' as was referred to me by P&O customer service, makes you wonder”

Helpful Report

Posted 2 years ago

Thank you for taking the time to share your feedback, we would like to look into this further. Please could you email our customer relations team with details of the booking so that we can look into this: customer.relations@worldtravelholdings.co.uk

Posted 2 years ago

“Prices shown on screen are pure works of fantasy and fiction and simply do not exist. Anything with flights are from Down South so the North and Midlands are insignificant. Im pretty sure the Advertising Standards Agency (ASA) would be keen to see how the company can offer prices on screen that are nothing more than works of fiction”

Helpful Report

Posted 2 years 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 2 years ago

“Looks like I may need to cancel my cruise. Contacted 1/8 to be told not many staff can process refunds and could take up to 4 weeks, not acceptable in my opinion. I have booked many cruises with them in the past maybe no more after this.”

Helpful Report

Posted 2 years ago

Thank you for your feedback. We understand a concierge has contacted you today in regards to your cancellation and this is now being processed. Should you have any further queries, please don't hesitate to contact our customer relations team by emailing customer.relations@worldtravelholdings.co.uk.

Posted 2 years ago

“I have been very happy with Cruise118 until a cruise line cancelled my cruise and I tried to sort out the replacement one. I understand that some cruise lines are very slow to response and thus make it harder for agents but it has been 2 months now and I am getting nowhere. Better yet, the Cruise118 person who was talking on my behalf to the cruise line left the company and my case hasn't been passed to anyone. I only found out about it when I sent an email asking for an update. Not the greatest experience if things go wrong...”

Helpful Report

Posted 2 years 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. A member of our customer relations team has contacted you in order to resolve your query. 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 2 years ago

“Felt we were misled into booking a cabin which was restricted view once allocated. No aftersales support. Raised a complaint and it has been completely ignored. Not interested once you have paid them. Will definitely use cruise line direct next time. Not impressed.”

Helpful Report

Posted 2 years 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. Our customer relations colleagues have contacted you regarding the points you have raised. 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 2 years ago

“Felt we were misled into booking a cabin which was restricted view once allocated. No aftersales support. Raised a complaint and it has been completely ignored. Not interested once you have paid them. Will definitely use cruise line direct next time. Not impressed.”

Helpful Report

Posted 2 years 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. We have passed your comments on to our concierge to look into this further, 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.

Posted 2 years ago

“Felt we were misled into booking a cabin which was restricted view once allocated. No aftersales support. Raised a complaint and it has been completely ignored. Not interested once you have paid them. Will definitely use cruise line direct next time. Not impressed.”

Helpful Report

Posted 2 years 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 the points you have raised in your review will be looked into and addressed and a colleague will be in contact with you about this. 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 2 years ago

“First time booking with Cruise118. I was told I can book a good drinks package direct with Royal Caribbean once signed in. Now told its between $69 ($828pppd) & $89pppd ($1068pppd). I asked about gratuities & now told $12pppd ($144pppd). We are now very worried & struggling to find that sort of money.”

Helpful Report

Posted 2 years 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 2 years ago

“Not the cruise I booked, also messed the taxis up. We were supposed to be picked up from the airport and dropped at the port because it was not the cruise we were booking everything gone to pot. We were supposed to be going to Majora and Monaco and we are going to neither. I wasn't told what was included my son says drinks are not included even tea and coffee with breakfast. This is the first cruise I have booked which I told the young man. Really sorry I wasted £2300 and not even getting a cup of tea with my breakfast. I'm going to ring Celebrity themselves and ask what's included as I don't feel I can trust 118 now”

Helpful Report

Posted 2 years ago

“poor service”

Helpful Report

Posted 2 years 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 2 years ago

“False advertising on their site saying gratuities were included, but then months later we had to pay extra to add them. Very difficult to get hold of anyone or communicate with. I wouldn't use them again and would advise against using them.”

Helpful Report

Posted 2 years 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 the points you have raised in your review have been looked into and addressed.

Posted 2 years ago

“At the time of booking we received fast efficient service and all the information regarding our 2 week cruise, or so we thought!!! Our booking representative omitted to tell us about the £32 per day gratitude charges! What a shock that was when we received our bill at the end of the cruise. So be careful. The price was great at the time of booking with 118 but don’t trust them as the final price could be a whole lot more.”

Helpful Report

Posted 2 years 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. It is only by receiving information such as this that we can assess and improve the services 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 the hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk

Posted 2 years ago

“Having booked a cruise for August I have had to contact your office at least twice in an attempt to you to get my address correct. Even after contacting thro chat the London part of our address has not been removed. We live in Sowerby Bridge West Yorks HX6 2AQ. Our booking ref is WOR-127771”

Helpful Report

Posted 2 years 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. We have passed your comments on to our concierge to look into this further, 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.

Posted 2 years ago

“Having booked a cruise for August I have had to contact your office at least twice in an attempt to you to get my address correct. Even after contacting thro chat the London part of our address has not been removed. We live in Sowerby Bridge West Yorks HX6 2AQ. Our booking ref is WOR-127771”

Helpful Report

Posted 2 years ago

“Less than 18 hrs ago I booked a cruise through 118 and at this time before booking completed I specifically asked if P&O are still part of the blue Light discount scheme and was told by Cruise 118 agent they no longer did blue light discount, P&O only discount for Armed Services. So I though oh well & continued with booking. Now it seems that I was given the incorrect information , P&O do still honour the Blue Light 5% Discount but only if you book through P&O themselves. If i cancel this booking which was booked less than 18hrs ago I will lose my deposit & extra payment. So even though I was given incorrect info I have no way of getting my 5% discount, so its obvious that the booking agent is told by 118 management to not give out that info even when they are specifically asked because they will not get the booking. Bad practice, so if any blue light card holders are thinking of booking through Cruise 118 for a P&O or any other cruise operator go to the actual cruise company themselves & check first as you maybe losing out on 5% discount as well as a good deal which I could have got if I had booked with P&O . As they say, once bitten twice shy in future I will go straight to the cruise company themselves. Date of experience: 01 April 2023”

Helpful Report

Posted 2 years 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. We have passed your comments on to our concierge to look into this further, 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.

Posted 2 years ago

“Great customer service helping me to work out the best cruise for our family at the best possible price but once I'd booked and paid the deposit, I couldn't get help with anything! Tried several times to sort out some issues and it's still ongoing. I'm at the point of giving up to be honest and I won't be using Cruise118 again. It's a shame as you were recommended by a friend who has never had any issues.”

Helpful Report

Posted 2 years 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. A service concierge has contacted you to resolve the points you have raised. 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 2 years ago

“I would not use this company again, I have called them on numerous occasions and have sent copies of receipts to them for the taxi costs we incurred due to transfers not turning up. It is now 9 months since our cruise and still no re-imbursement. When you eventually get through they are very pleasant and assure you that they will deal with it then ... nothing. I am fed up of calling and waiting an hour on the phone.”

Helpful Report

Posted 2 years 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 2 years ago

“promise everything at booking then hit you with ridiculous charges when one removes flights they couldnt deliver as per the originsl booking. the last person I dealt with Lynsey was great although she obviously could not override the crazy company policies”

Helpful Report

Posted 2 years 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 2 years ago

“I would like a manager to ring me please”

Helpful Report

Posted 2 years ago

“Not impressed! Am supposed to sail away to Northern Europe on the 3rd February 2023, and to date have not received any confirmation or paperwork pertaining to this cruise, despite my numerous queries, nor has my concierge have an answer to give me. Am stressed and extremely disappointed.”

Helpful Report

Posted 2 years 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 2 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Telephone, Email, 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

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