Cruise118.com Reviews

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

4.8 Rating 15,219 Reviews

96 %

of reviewers recommend Cruise118.com

Company Reviews

Metrics

Info

4.8

Based on 15,219 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

“We are at the end of our tether try I g to obtain the refund for a cruise cancelled on 16 April 2020. We requested a full refund but received a refund credit note which expires on 30 September! We refused this refund credit note and again reiterated we required a refund. All our emails have gone unanswered, been robbed off with excuses on the phone, been told twice that our refund was being processed which was a complete lie. Holland America and Jet2 provided Cruise 118 with the refunds in June! So where Cruise 118 say that they refund clients as soon as the refunds are received from the supplier is total fabrication, they do not!! We have emailed the Customer Relations at World Travel Holdings as Cruise 118 suggest in their replies to negative posts, but not even an acknowledgement has been received from them either, both companies have a habit of ignoring emails. We emailed a complaint to the Competition and Markets Authority setting out the difficulties we are experiencing with obtaining a refund from Cruise 118, they replied within 2 days to advise that they are investigating these companies and their illegal business practices, so if all you clients who are having problems with obtaining your refund for a cancelled cruise email the CMA to prove you are not alone in this saga.”

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 with your booking reference so that our Customer Service Management team can look into this. Many thanks.

Posted 4 years ago

“Unfortunately this is the second review I have posted. Our stay and cruise holiday included 4 complimentary tickets to the Burj Khalifa. When we arrived and presented the tickets on 28th February 2020, they were a year out of date and we had to pay for replacement tickets. Our hotel receptionist contacted Cruise118 and advised them of the problem and sent copies of the new tickets and the receipts of our payments. HERE WE ARE 168 days later and we are still waiting for a refund. We have spoken to their customer service team on numerous occasions, and resent the receipts (twice). We were assured on 20th July that the refund would be in our account soon. I wonder what their definition of soon is. Be Careful, when booking the holiday the service is fine, if anything goes wrong, it is a nightmare!”

Helpful Report

Posted 4 years ago

Thanks for your feedback we are sorry to hear that you have had difficulties, we have passed your information to the Customer Relations team who will look into this for you and be in touch.

Posted 4 years ago

“Charming when booking, all very professional and slick. Once there is an issue it's a completely different story. Travelling with a large party who booked the same trip elsewhere, we are the only couple not to have received the refund for (already refunded by the airline) flight costs and excess deposit. Customer services are not interested.”

Helpful Report

Posted 4 years ago

“For 6 years I have had excellent service using Rebekka Gale at Cruise118, great communication great prices. Unfortunately since using another agent to book a cruise communication has become non existent, I had to call back up just to get my invoice sent through. Then I see Royal Caribbean offer a Best Price Guarantee where your travel agent has to call on your behalf, 6 phonecall 4 unanswered, emails last communication from Cruise118 July 6th, Twitter I just get responses saying forwarded to customer service still no response, Facebook similar response and still no one has contacted me and all it takes is Cruise118 to make a phonecall to Royal Caribbean. I called Royal Caribbean to explain and they said I qualify and the agency just needs to call them. Loyalty to Cruise118 and I have been treated with contempt. I appreciate difficult times but in the good times and I sent all my family and friends to book through you. You have one chance left to keep my future business. I have all the emails from you and Royal Caribbean and you will have the phone conversations.”

Helpful Report

Posted 4 years ago

Thanks for your review, we’re sorry that you’ve experienced difficulties on this occasion. So we can look into your case in more detail 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

“The reprehensible, disgraceful treatment of customers by Cruise 118.com in regard to refunds not being made for cruises cancelled by them as far back as March2020 is well documented. In my own situation it look the intervention of Credit Card company "chargeback" when I finally received my refund after 18 weeks of sheer ignorance and excuses made by this Ltd company. They use customers money and furloughed government payments to extend their own cashflow. Excuses like blaming third party cruise and air partners do not wash, all their admin staff who apparently are skilled to carry out refund were conveniently at home and not able to speedily deal with high volume. Utter Rubbish!! A data spreadsheet of all refunds etc with full individual customer details can be formed from each file of listed cruise cancelled, and formulate bank/credit card source refund. Your customers are consummate professional business people not idiots. Cruise 118 will send out standard "we are sorry for unprecedented delay, someone else is holding up processing your claim" email with your name on as if it is personal to you. Disgraceful. Example: I received a standard email saying just this...... two days AFTER receiving refund. Amazing personal service, their slogan "Exceptional as standard" should add "for gullible people"!! The cruise booking, not my first with Cruise 118, was a disaster from the start. Booked in August 2019 to get better value for early confirmation, was clearly defined by customer sales rep that he had secured a cabin within my chosen area, but could not detail it until December when I paid my balance. The end product was probably one of the worst cabin positions on the ship, said it could not be changed (according to RCC no problem plenty of alternative but had to go through agent) and subsequently Cruise 118 wanted £1000.00 to upgrade to better cabin position. After that they did not answer my emails, and calls on telephone joined queues over 45 minutes waiting time. So please new and present customers do not be fooled, all the "flannel" about we care, goes out the window once booking and their commission is secured with full payment, you are just "A RESERVATION NUMBER" and sort you own problems out. This company has shown its true colours, it took a pandemic to justify who they really are in customer service terms. Incidentally, to prove the point, I had received refunds from reputable travel firms linked to this extended holiday booked direct by me. It only took three weeks in most cases, and lockdown was in force for everyone yet THEY coped. In one instance it was a non-refundable hotel, yet they paid back my money without a fuss, securing their reputation. So I say to Alison Earnshaw, Managing Director, all your bragging rights in your booklets sent in post and online etc are worthless, your annual £13 million booking turnover is about to take a dive. Your company has shown little integrity when it comes to looking after your valued customer for the future. You are worthy of more bad publicity because I just got my money back after you held it free of charge for 11 months, nothing else!!!! Thanks for nothing.”

Helpful Report

Posted 4 years ago

We are truly sorry for the inconvenience caused by recent cruise suspensions, as we are to all our valued customers. We have been processing refunds as quickly as we have been able to, as soon as we have received the funds back from our cruise line and travel partners. In your case, as with many of our customers, we have been able to do this before the dates stated on the Refund Credit Note that was issued as a guarantee of your refund due in line with the processes outlined by ABTA. Due to the many thousands of amendments and cancellations we have been processing, we have at times contacted our customers to keep them informed with group emails when appropriate. We apologise for the extended wait times for our customer service team, however we can assure you that since March we have increased our resources within the customer services team to help our customers during this unprecedented time. We are sorry for the delay you have experienced but are pleased you have now received your refund in full.

Posted 4 years ago

“At first I had excellent service from Cruise118 but then the lockdown came!. I booked 1 balcony cabin for a cruise in June, Stacey from Cruise118 informing me that the cruise had been cancelled and did I want a voucher or full refund. I asked for a full refund as the liner we wanted to go on was not sailing from Southampton until October 2021 or going to the places we wanted to go. I then got an email with a cancellation certificate, then nothing - after numerous phone calls and emails chasing my refund I received many vague none specific responses regarding when this would happen and how long it would take (Cruise118 had to wait for Royal Caribbean to release the money, then it's with them but now waiting for payday run(!), then it's been release but merchant will take 10 days before it's in my bank)! When I asked who I could chase re: merchant I was told 'Your Bank', so I contacted my bank who confirmed that they have nothing from Royal Caribbean or Cruie118! It's just another excuse to keep my money longer for interest in their account! So cruise was cancelled in May, Cruise was due to sail in June and it's nearly end of July and still we do not have refund! Poor customer service and poor information regarding the refunded. The staff are polite and apologetic but can’t seem to answer specific questions giving dates that correspond with when the refunds will be returned. They are very efficient at taking money it’s done in seconds, and was right up to the day cruise was cancelled still trying to get me to book trips, but returns are not so good it takes months. Very disappointing poor communication from financial team my advice is keep chasing up your refunds or they could take for ever. Not sure I will be using Cruise118 next time.”

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 booked 3 balcony cabins for a cruise in May which unfortunately was cancelled after numerous phone calls emails requesting a refund I received many vague none specific responses regarding when this would happen and how long it would take Eventually I received a refund for 1 of the 3 cabins I booked more emails phone calls and poor information regarding when the other 2 cabins will be refunded The staff are polite and apologetic but can’t seem to answer specific questions giving dates that correspond with when the refunds will be returned The finance team don’t seem to communicate with the staff on the phones what is actually going on I expected the computer systems to be linked and information to be there maybe this needs addressing They are very efficient at taking money it’s done in seconds but returns are not so hot it takes months It’s July and I am still waiting for the remainder or my refund very disappointing poor communication from financial team my advice is keep chasing up your refunds or they could take for ever”

Helpful Report

Posted 4 years ago

We are 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

“No contact from them when my Celebrity cruise was cancelled with options to rebook next year, just email saying my deposit can be used on a future cruise but next year the cost has spiralled by £1000+ . If they had called I could have done "lift and shift" They denied not contacting me but nothing in my email boxes/phone messages!”

Helpful Report

Posted 5 years ago

Please email CustomerRelations@worldtravelholdings.co.uk with your booking reference number and our Customer Relations Manager will look into this for you.

Posted 5 years ago

“We paid £5100 for a suite on a 9 day Alaska Cruise, which was cancelled on 16th March due to the coronavirus. Now, 112 days later we are still waiting for a refund. Telephone calls and emails go unanswered, customer service is truly appalling.”

Helpful Report

Posted 5 years ago

Please email CustomerRelations@worldtravelholdings.co.uk with your booking reference number and our Customer Relations Manager will look into this for you.

Posted 5 years ago

“what are you doing ? your phone system is poor to say the least, after holding on for over 30= mins the phone line cuts of this has happened 3 times in the last 2 days leave a messaqge and nobody bothers to ring back, your auto phone message says ring us today I have been trying for a week and nothing. typical Big company can't cope when it gets heavy. If I hadn't got cruises booked with you you would be the last agent I would ring, I rang Bolsover and P+O direct and CMV all answered within 2 mins, as i was going to move forward 2 cruises I now give up and going to cancel and use someone else. R W COX. Ps. your girls are very good its a pity they are not getting good back up.”

Helpful Report

Posted 5 years ago

Please can you email CustomerRelations@worldtravelholdings.co.uk with your booking reference number and our Customer Relations Manager will look into this for you.

Posted 5 years ago

“Did not refund .money after cruise cancelled stating that they needed to get funds back fro. Celebrity Celebrity refunded them a mo th earlier all tell numbers removed from sales emails very dodgy...”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“Very Disappointing Service! We are still waiting to obtain a refund for three cruises that have been cancelled. We have received only two phone calls from Cruise 118. I have contacted cruise company direct who informed me they have reimbursed Cruise 118. l am unable to contact cruise 118 to arrange my refund as they only answer calls to book new holidays. This is an extremely poor service. AVOID THIS COMPANY TOTALLY.”

Helpful Report

Posted 5 years ago

“When I made the original booking the sales consultant was extremely helpful and following this I made a subsequent booking for May of next year. However, and I acknowledge these are very difficult times, I feel very let down by the information that is coming from Cruise118. I feel that it would be simple good customer service of them to give a summary of actions they intend to take. For example, my cruise trip to Vancouver and Alaska In May has been cancelled by Celebrity and Cruise118 could simply confirm that they will be discussing a full refund of the holiday or how I may use the FCC to book a replacement cruise. This would give me peace of mind and allow me to look at future cruise options. This could be summarised for all the different cruise lines using their policies. All we get is we are dealing with cruises departing in the next 14 days, which is clearly, from the reviews posted on here, untrue. Very disappointing.”

Helpful Report

Posted 5 years ago

Good afternoon, Thanks for your review. I am sorry to hear you are unhappy with our service so far. I appreciate these are upsetting and frustrating times for everyone at the moment. We are working very hard to find a resolution for each customer affected as soon as we can. Due to the sheer volume of bookings affected, things are taking a little longer than we like. I have had a look at your booking and I can see our concierge, Sonya emailed you on the 5th April. It doesn't look like we have had a reply from you yet. Would you please get in touch in response to the email so we can look at this for you?

Posted 5 years ago

“I booked a cruise through Cruisse118.com in February Reference WOR - 78153 I SPENT £5494.85 FOR WHICH I AM STILL WAITING FOR ATOL CERTIFICATE. FURTHER, THE CRUISE WAS CANCELLED. BY THE TIME W.H.O.DECLARED CORONAVIRUS A WORLDWIDE PANDEMIC WE DECIDED TO COME BACK FROM THE FIRST LEG OF OUR JOURNEY (NEW YORK) WE HAD TO PAY £396.00 TO COME BACK HOME TO LONDON. NOW WE ARE BEING ASKED BY CRUISE 118.C9M TO PAY £2171.12 MORE TO AVAIL THE SAME ITENERY NEXT MARCH. THIS IS WHEN MSC U.K HAD DECLARED 12TH MARCH 2020 THAT ALL THE CANCELLED CRUISES WILL BE EXTENDED TO 2021. I HAVE NEVER FELT MORE CHEATED.”

Helpful Report

Posted 5 years ago

Dear Mr Shiv Kumar Nagi, Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. Over the course of the last few weeks, Cruiselines have changed their policies for flexible terms. Unfortunately, we are bound by these terms, however, we understand how frustrating and disappointing these changes are. If you would like to visit our website Contact Us page using this link, we will be happy to discuss your options:- https://www.cruise118.com/cruise-holidays/contact-cruise.html Please feel free reach out to feedback@cruise118.com with any further comments, concerns, or suggestions you wish to share. We would love to make things right if possible.

Posted 5 years ago

“Still trying to steal my money after cancelling because of their blatant lies Do not ever deal with these Jolie Royds Laura Brookes What a despicable company”

Helpful Report

Posted 5 years ago

Dear Tony thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance and we will do better. Please feel free reach out to feedback@cruise118.com with any further comments, concerns, or suggestions you wish to share. We would love to make things right if you give us another chance.

Posted 5 years ago

“Very unhappy. My cruise was understandably cancelled. The cruise line are refusing to reimburse visa fees saying that visas should have been bought on board and in any case they are only needed if disembarking at a port. Of course I would not have bought a visa if I were not disembarking and the advice re buying them was you COULD buy on board of you wanted to wait. This is a pathetic attempt to get out of their obligations.”

Helpful Report

Posted 5 years ago

Dear Mrs Willetts, Thank you for your review, please be assured that we fully understand your dismay at the cruise lines stance regards to your Visa's. We did pass your complaint to them and we have sent you their response, i am sorry that we have been unable to secure a better outcome from them for you. Kind regards Customer Relations Team

Posted 5 years ago

“a merry go round trying to verify my message”

Helpful Report

Posted 5 years ago

“how do in verify my message? No Instagram/Facebook accounts - verifying the message just take me on a merry go round.”