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

“I spoke with 3 different people at different times to try and get my cruise booked, each one promised to get back to me with a quote but none of them did. The first one was working from home and had no email facility and the next two weren’t qualified to put together a package and had to consult a supervisor. After 3 weeks of failed attempts I decided to have one last go at it, I spoke to an agent called Jason who was very switched on and got a quote for me straight away. I booked my cruise on Wednesday 3rd August to depart on 27th December and paid my £800 deposit. The following day I received an email to say the balance was overdue and that my trip would be at risk if I didn’t pay immediately. Not good Cruise 118. Get people back in offices, you know you can do better.”

Helpful Report

Posted 3 years ago

Thank you for your review, 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 are being addressed. Again, we apologise for the difficulties you encountered. We ask that you will private message us your booking reference, name and contact number and we will look into this further for you. Please do not hesitate to contact us if you have any further queries.

Posted 3 years ago

“Lindsey who I dealt with was very good but cruise 118 need to get their act together. First of all the prices advertised on the website were not what you could get. Also they were advertising free all inclusive….. a. Intake on the website! Secondly they sent me a 50 voucher to celebrate winning an award but would not then let me have the discount. the agent said something vague about there might be a minimumspend. I had just spent 2,000 ! But she didn’t really know even having spoken to her manager on various occasions. Soooo. Raise 118 get your act together”

Helpful Report

Posted 3 years ago

Thank you for taking the time to write your review. Please rest assured that your comments are very important to us, and we are very sorry to hear that aspects of your experience have given cause for dissatisfaction. 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 3 years ago

“Things started well enough, Amber was helpful and found the cabin we were looking for. Things went from bad to worse when confirmation of the details of our cruise arrived. They got my date of birth wrong, we requested free coach travel from Manchester to Southampton and instead were given $100 on board spending (since when did P&O use $)! Cruise118 then requested we set up an account using our reference number. This has proved impossible. This is the first time I have used Cruise118 and at the time of writing this review, unless things improve on the admin side I shall be extremely wary.”

Helpful Report

Posted 3 years ago

Thank you for taking the time to write your review. Please rest assured that your comments are very important to us, and we are very sorry to hear that aspects of your experience have given cause for dissatisfaction. 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 3 years ago

“have a mistakes in our booking confirmation and it is impossible to get through on the phone spent over 2 hours today trying but got no answer that is really unacceptable”

Helpful Report

Posted 3 years ago

Hi Stephen, we're sorry to hear that you feel this way! We are experiencing a high volume of calls at present and call times are longer than usual. 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

“I have always booked through 118 and had a person to speak to and email if needed. I have tried to ring 4 times and held for really long periods and cannot get through. The emails are no longer managed and this means you can no longer speak to anyone. I need my port to book parking and was told to contact you, but cannot. I am very dissappointed in how 118 has gone down the pan. I will not book with 118 again after this trip.”

Helpful Report

Posted 3 years 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 3 years ago

“Not happy as there is a mistake on my booking which I have tried several times in several ways to amend but with no success. It was easy to book but very difficult to doeak to anyone since! Dob for one if our group us incorrect and needs amending asap.”

Helpful Report

Posted 3 years ago

“Once my money was taken and my cruise all booked couldn't get in contact with them for love nor money. Concierge email didn't work and was on the phone for ages and no one answered for more than half an hour. No one works after 5pm as the office is shut.”

Helpful Report

Posted 3 years ago

“All advisors are very lovely on the phone. Particularly Gill Potter who was the reason that I was a returning customer to Cruise 118. However on my latest booking, the aftercare was shocking. I required an amendment to my package holiday booking. After going through new dates, booking time off work, changing cruise itinerary’s and new hotels with various advisors and colleagues from the amendment team, I was only informed at the payment stage that I was unable to make any package holiday amendments to my booking until June 2022. A complete waste of time and conflicting with their amendment policy at my original date of booking. I progressed with a cruise-only package and filled in all of the other parts of the package itinerary myself. Aftercare continued to breakdown, as queries regarding specific Royal Caribbean testing and Crown & Anchor details were ignored for a month, and only answered after another prompted email by myself. Like I said - all very lovely on the phone, but I expect more as a returning customer, actually as any customer. As soon as the deposit is in and the payments are owed, Cruise 118’s aftercare infrastructure is shockingly bad.”

Helpful Report

Posted 3 years ago

“Really upset as on booking my details with cruise118 were correct, but as they have been transferred across to Princess cruise line dob and membership I’d have been incorrectly entered and no one can rectify it. I cannot fix it myself as it was booked via 118. No one seems able to help me!”

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. I can now see that your details have been amended by one of our Concierge. May I thank you once again for taking the time to contact us. Kind regards Customer Relations

Posted 3 years ago

“Really upset as on booking my details with cruise118 were correct, but as they have been transferred across to Princess cruise line dob and membership I’d have been incorrectly entered and no one can rectify it. I cannot fix it myself as it was booked via 118. No one seems able to help me!”

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. I can now see that your details have been amended by one of our Concierge. May I thank you once again for taking the time to contact us. Kind regards Customer Relations

Posted 3 years ago

“Advertised cost when I phoned you to price at exactly the same criteria was 40% higher. I’d call that false advertising and misleading potential customers during difficult times. No excuse for it other than being shocking!”

Helpful Report

Posted 3 years ago

I am very sorry we have not responded to your review any earlier. It is well documented that the Travel Industry has been particularly hard hit at present and we as a business are no exception to this. Please be assured this is no excuse for your experience and your feedback is very important to us. As a company that prides itself on our customer satisfaction ratings, we are disappointed to learn of your issues. From time to time cruise lines release many fluid offers to stimulate sales. These fluctuate due to the supply and demand of the product. There can be occasions where the demand is high and the price then increases. 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 availability is also changing especially now due to increasing high demand, unfortunately, it is sometimes the case that we can not update our website quickly enough to keep up with the increase in pricing. My explanation also applies to any marketing that is sent to our customers. I hope this explains our position a little more, I would like to thank you for taking the time to contact us. Kind Regards.

Posted 3 years ago

“At time of booking agent never informed us of covid tests that were required and got names spelling wrong when booking with the travel operator.”

Helpful Report

Posted 3 years ago

I am very sorry we have not responded to your review any earlier. It is well documented that the Travel Industry has been particularly hard hit at present and we as a business are no exception to this. Please be assured this is no excuse for your experience and your feedback is very important to us. As a company that prides itself on our customer satisfaction ratings, we are disappointed to learn of your issues. We do hope these have been resolved in the meantime. If you do require any future assistance with this or any other matters please contact one of our dedicated consultants at Customer.Relations@worldtravelholdings.co.uk including your booking number beginning WOR- as we would love the opportunity to resolve the issues you have raised. Kind Regards.

Posted 3 years ago

“When I booked the cruise I told the salesman that I wanted a stateroom near the centre of the ship but was sold one right at the front I’ve sent 2 emails but haven’t received a reply as I had to upgrade”

Helpful Report

Posted 3 years ago

Hello Mr Kellinger, Thank you for your recent 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 can see that Hannah contacted you by phone and I hope that you were happy with what was discussed and our resolution to your review. May I thank you once again for taking the time to contact us. Kind regards Customer relations

Posted 3 years ago

“not happy that tranfers from airport to ship were not included in price and then there are errors and omisions in my booking thatn have not been resolved”

Helpful Report

Posted 3 years ago

Dear Mr Horobin 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 very glad to see that the errors and omissions on your booking have now been corrected, I can also see that your package does include shared transfers with the cruise line. Rest assured your comments have been noted in full on your review. May I thank you once again for taking the time to contact us, we do value all the feedback we receive. Kind regards Customer relations

Posted 3 years ago

“Process of booking our cruise was initially good , and I got all the help I needed ! BUT since booking it I have lost faith in 118 and would never book again through this company . I booked two drinks packages , one for my husband and I and another for my son and his partner. To date I still haven’t had mine added onto my booking , yet my sons has already been added and I booked his after I did ours . The calls I have made is disgusting, I have been put on hold for nearly half hour, and I have just ended the call . Iv spoken to concierge who have just told me what I wanted to hear which isn’t good enough . I’m not at all happy it’s not nice booking a holiday and having the excitement taken out of it because of having to keep chasing things up !! FCC’s haven’t yet been deducted , yet I was told two weeks ago after many calls they would be sorted with in the next 48 hour’s I’m still waiting !!! Because my initial booking experience was good I also booked a surprise cruise for later in the year for my husband , BUT that one is now going to be cancelled I would rather cancel than give 118 any more of my money !!! I have paid my first cruise apart from the FCC that needs deducting or I would of cancelled , just far too much stress . Iv always booked direct with royal Caribbean , no stress all straight forward but I have learnt my lesson and will in future book our future cruises with them . Sorry cruise 118 you really do need to brush up on your customer service!!!”

Helpful Report

Posted 3 years ago

Dear Angela 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 hope that your call with Hannah on the 14th of February resolved all the issues you mention within your review and that you were happy with what was discussed. Please do not hesitate to contact Customer.Relations@worldtravelholdings.co.uk if you would like to discuss the matter further. May I thank you once again for taking the time to contact us. Kind regards Customer relations

Posted 3 years ago

“Tried numerous times to do the chat and request prices . Said 3 min wait and after 10 mins each time gave up”

Helpful Report

Posted 3 years ago

Thank you for your review, Rest assured your comments are very important to us, we are sorry that aspects of your experience using our new chat function have given cause for dissatisfaction and we appreciate you taking the time to write your review. Our chat function has been set up to assist with longer than usual hold times for our service teams and I do apologise you were not connected to an agent to deal with your request sooner. Unfortunately, it is difficult to know in advance how long we will be on a chat at any given time, as it depends on the nature of the enquiry, this means any timings given are an estimate. For all new cruise enquiries please call one of our sales concierge who will be very happy to assist on 0808 239 2467 during the hours of 9am and 10pm. Alternatively, if you would like to discuss your feedback further please contact our customer relations team in the hope we can resolve your issues. 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 3 years ago

“Very slow, did not seem knowledgeable, now getting random e mails re booking.”

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 aspects of your 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. Once again thank you kindly for your review it is very much appreciated.

Posted 3 years ago

“First 3 invoices came with the wrong year for my booking, 2022 (should have been 2023) and outward bound flight to the wrong airport. Took several emails and 2 phone calls to correct.”

Helpful Report

Posted 3 years ago

Thank you for your review and for taking my call yesterday. As we are 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 hope that you were happy with what was discussed and our resolution to your review. Once more I am sorry that you experienced this and for the worry caused. May I thank you once again for taking the time to contact us. Kind regards Customer relations

Posted 3 years ago

“I know it is difficult times due to the current situation. We are due to start our holiday/cruise on Friday 5th, due to travel into USA cannot. I have made a number of attempts to contact 118, originally informed would be emailed a form on 18th, asking what we would prefer ie refund FCC etc, no email to date. Contacted the concierge team via webchat on 25th, informed that the Contact service manager stated that a member of customer service would be in touch, no contact. Contact services shut at 4pm, so when working difficult to contact. Poor”

Helpful Report

Posted 3 years ago

Dear Guest Thank you for your review and contacting customer relations. 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 hope you that you were happy with the service received from Claire on the 28th of October, we are glad that the issue has now been resolved. May I thank you once again for taking the time to contact us, if you need customer relations again for any further assistance please do not hesitate to email. Kind regards Customer relations

Posted 3 years ago

“The booking process was good. The lady who helped us was really good, except that she said she would confirm everything by return email and 4 days on I still have no email. Customer service only open until 4pm which is useless if you work full time. We have never used you before and not sure we will again going by this. We usually book with another online company and you can get hold of the person dealing with your booking whenever you need to, even if only by email, and they are really helpful.”

Helpful Report

Posted 3 years ago

Dear Mrs Bamford Thank you for your review and taking our call today. 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 hope we explained our position in full and that you were happy with what was discussed and our resolution to your review.. May I thank you once again for taking the time to contact us. Kind regards Customer relations

Posted 3 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