Cruise118.com Reviews

Name: Cruise118.com
Address: 110A Market Street, Chorley, Lancashire
Rating: 4.78

4.8 Rating 15,896 Reviews

96 %

of reviewers recommend Cruise118.com

Company Reviews

Metrics

Info

4.8

Based on 15,896 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

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

“Did not make a booking despite getting number of emails to say l did ……. Confused”

Helpful Report

Posted 2 weeks ago

Thank you for your feedback. We are sorry to hear about the confusion you have experienced regarding the emails you received. We appreciate how frustrating this must have been. We would like the opportunity to investigate this further for you. Please contact our Customer Relations team at customer.relations@worldtravelholdings.co.uk with your details and a brief summary of the issue, and we will be happy to look into this for you. We apologise again for any confusion caused and look forward to assisting you.

Posted 2 weeks ago

“Everything seemed ok until it came to the payment for the deposit . I was booking whilst it was a reduced deposit of £20 pp. within minutes I’ve realised that the amount taken out of my account was nearly 20% of the price of the cruise so in the hundreds . I contacted 118 and straight away it was admitted that a massive mistake was made . It took few days and several calls on my part to eventually sort this out . Every call I had to go over the explanations and chase again and again , staying on hold for several minutes at the time, getting disconnected and having to call again . I have found the finance department quite incompetent in dealing with the refunds as there were two bookings made and they only dealt with one . This caused a lot of anxiety and upset and apart from an apology no compensation was offered. I would have been happy to receive some on board spend but the reply was a categoric no , even when the supervisor was contacted . I’ve been a customer of cruise 118 for years and booked many cruises with them but this has been such a terrible experience that I vowed never to offer my custom or recommend them to anyone .”

Helpful Report

Posted 1 month ago

Dear Guest Thank you for your review, Upon reviewing your reservations, we can confirm that when you booked the deposits were intended to be £20 per person as part of our reduced deposit promotion. Unfortunately, an error resulted in a larger amount being taken. As soon as this was brought to our attention on the day the booking was made, our team acknowledged the mistake, apologised, and arranged for the refund to be processed. As there were two bookings made at the same time, although they were linked by the booking party, they initially processed separately within our system. One refund was actioned immediately, and the second refund was processed the following day. While we understand the anxiety and inconvenience this situation caused, we are pleased that the incorrectly charged funds were refunded promptly once the error was identified. We also recognise that this experience did not reflect the level of service you have come to expect from us as a long-standing customer. We are, however, pleased to understand that you have now had the opportunity to speak with your Booking Concierge and that the conversation helped to address your concerns. It is encouraging to know that you were satisfied with the explanation provided and that the matter has now been resolved to your satisfaction. We genuinely value your loyalty over the years and are sorry that this experience left you feeling let down. Thank you again for bringing your concerns to our attention. We appreciate your understanding and hope to continue assisting you with your future travel plans and restore your confidence in us. Once again thank you kindly for your review it is very much appreciated. Kind Regards Customer Relations

Posted 1 month ago

“I have never booked with this company and made a phone call to book for July. I provided the information and clarified it three times. She assured me an email would be sent but none arrived. I called back the next day and was informed that live pricing had increased by £800. This is an unacceptable price increase.”

Helpful Report

Posted 1 month ago

Dear Marco Thank you for your review, We are very sorry to hear about your experience. In relation to the pricing, cruise lines operate on a live pricing model, meaning fares can change at any time based on availability and demand. Unfortunately, this is outside of our control, and prices can increase or decrease from one day to the next, even within a short timeframe. We understand how frustrating this can be, especially after taking the time to make an enquiry, and we do apologise for any inconvenience caused. If you would still like us to assist in finding the best available options or alternative sailings within your budget, we would be more than happy to help. Once again thank you kindly for your review it is very much appreciated. Kind regards Customer Relations

Posted 1 month ago

“Great price but beware you cannot book anything directly with the Cruise company you are sailing with if you book through Cruise118. Every time you want to add something e.g. upgrade drinks package or book a transfer, you have to call Cruise118 which are only open until 5.30pm. Also, they hold your money until the very last day of the cruise company's deadline, therefore you cannot book dining or anything earlier than that as the cruise line has not received your money, even though you would have paid Cruise118 well in advance of this date. Very frustrating! I will definitely not be booking with them again, price is good but after booking it is a nightmare. In my opinion it is definitely not worth the little saving for the massive hassle.”

Helpful Report

Posted 1 month ago

Thank you for your feedback, Kirsty. We’re pleased to hear you found a great price, but we’re very sorry for the frustration you experienced after booking. We fully appreciate how important flexibility and ease of access are when managing your holiday plans. As your booking agent, we act as the intermediary with the cruise line, which means any amendments or added services must be arranged through us, though we understand this can feel restrictive at times. Similarly, payments are managed in line with the cruise line’s deadlines, which can occasionally impact when certain extras become available to book. That said, we regret the inconvenience this caused and appreciate your comments, which have been noted as part of our ongoing efforts to improve the customer experience. Kind regards, Customer Relations Team

Posted 1 month ago

“DO NOT USE - DODGY MARKETING - Booked a cruise with Virgin Voyages and their website states 'All inside staterooms feature a European King-size Seabed' - but I was allocated a room with a single bed! The fare was advertised with a green tick saying 'up to $400 in FREE drinks on-board' - but apparently it did not apply to the advertised room it was displayed on! This inclusion of credit was also confirmed on a recorded call after booking. Cruise118 proceeded to gaslight me by rewriting the advertised description (even when I provided a screenshot of the description on the booking page), they also said I should have verified their advertising claims myself on the Virgin Voyages website!”

Helpful Report

Posted 2 months ago

Dear Lachlan Thank you for your review, We are very sorry to hear about your experience and the frustration this situation caused. We understand how important it is that all details, including cabin configuration and promotional inclusions, are clear and accurate at the time of booking. This is not the level of service we aim to provide, and we regret that this did not meet your expectations on this occasion. We’re pleased to confirm that this matter has now been fully reviewed and resolved, and that you have since spoken directly with a manager to discuss your concerns in detail. We appreciate you taking the time to engage with us so we could address this for you. Once again thank you kindly for your review it is very much appreciated. Kind regards Customer relations

Posted 2 months ago

“Brilliant service every time Rachel booked us this time, all staff very friendly sometimes I shop around but always seem to come back to cruise 118”

Helpful Report

Posted 3 months ago

Dear Guest Thank you for your recent positive review, Cruise118 are always very happy to receive reviews of this nature, thank you for taking the time to share your thoughts on the service delivered by Rachel recently. Once again thank you for your review it is very much appreciated. Kind Regards Customer Relations

Posted 3 months ago

“This is a very insensitive advert for cruises attached to a newsfeed regarding the proposed bombing of the straits of Hormuz. Many ships and their crews are in possible danger”

Helpful Report

Posted 3 months ago

Dear Valued Guest, Thank you for taking the time to raise your concern. We are very sorry if the placement of an advertisement alongside this news story caused offence or distress. This was certainly not intentional, and we fully appreciate the seriousness and sensitivity of the situation you have highlighted, as well as the potential risk faced by crews and vessels. Please be assured that our advertising placements are managed through automated third‑party platforms, and we do not select or control the specific news content alongside which ads may appear. That said, we take feedback like this very seriously and will review it with our marketing partners to help prevent similar situations where possible. We appreciate you bringing this to our attention and thank you for sharing your concerns. Kind regards, Customer Relations

Posted 3 months ago

“Kate was excellent! The whole booking was seamless. Would use 118 again.”

Helpful Report

Posted 6 months ago

Dear Cecilia, Thank you so much for taking the time to leave your review. We are really pleased to hear that Kate provided excellent service and that your booking experience was seamless, that’s exactly the level of care we aim for. We did notice that the review was submitted with a 1‑star rating, which doesn’t seem to match the lovely comments you shared. If this was selected in error, you’re very welcome to update the rating using the link in your original email from REVIEWS.io. Of course, if there’s anything more you would like to share about your experience, we would be happy to hear from you. Thank you once again. Kind regards, Customer Relations

Posted 6 months ago

“Booked a cruise advertised as an unbeatable Black Friday Promotion. 7 days after it was £201 cheaper!!! No help or support from Cruise118 customer services.”

Helpful Report

Posted 7 months ago

Dear Valued Guest, Thank you for taking the time to share your feedback. We are very sorry to hear of your disappointment regarding the price change after your booking. Cruise pricing works on a fluid pricing model, which means fares can increase or decrease at any time based on availability, demand, and cruise line promotions. These changes are controlled solely by the cruise line and, unfortunately, are not something we are able to influence once a booking has been confirmed. We do appreciate how frustrating it can be to see a lower price after you have booked, and we are sorry for the upset this has caused. Please be assured that your booking was made at the best rate available at the time of purchase. Sorry once again. Kind Regards Customer Relations.

Posted 6 months ago

“I have spoken with a few staff on chat but it doesnt translate to the website at all in terms of conditions or costs sadly”

Helpful Report

Posted 9 months ago

Dear Sue Thank you for your recent review, Rest assured your comments are very important to us, we are very sorry that aspects of using our chat service have given cause for dissatisfaction and we appreciate you taking the time to write your review. If we can be of any assistance please do not hesitate to contact us Kind Regards Customer Relations

Posted 9 months ago

“I spoke to a young man, who came across as not having a clue. The web site said flights, hotel, and all inclusive cruise were included. He then broke it down to flight costs, hotel costs. I left the phone call thoroughly confused.”

Helpful Report

Posted 11 months ago

Dear Valued Guest Thank you for taking the time to share your review. As a customer-focused company, we truly value all feedback—whether positive or negative—as it enables us to assess and improve the services we provide. Please rest assured that the concerns raised in your review have been shared with senior management, and an internal investigation is currently underway. We sincerely apologise for any inconvenience caused. Kind regards Customer Relations

Posted 11 months ago

“118 says, "Please be aware that amending a package booking can incur additional costs. The prices displayed online typically apply to new bookings, and any changes to an existing reservation may be subject to amendment fees, as outlined in our terms and conditions." So I accept there may be amendment fees or even additional costs but let's think about this. An agent had to do 3 things - speak to the cruise line, book a hotel and book low cost cost flights - I priced these at just over £600 - so is 118 really saying it cost them over £1000 to make this amendment or are they simply overcharging? It appears they are PROFITEERING and TAKING ADVANTAGE. This is EXTORTIONATE and UNFAIR. You are treating customers as CASH COWS. There are no cost breakdowns offered - hiding behind a wall of opacity. They dis not say that making an amendment results in extortionate charges and nor do their T and Cs say this. If £1000 extra isn't extortionate, I do not know what is. No explanation given for why the cost of a cruise should differ depending on whether it's a new booking or one chosen later as an amendment. Cruise 118 is ripping off customers This is not industry standard - other booking companies charge a small amendment fee and sell the cruise that is chosen as an alternative at the price that is available on the day not at £1000 extra. As for Insurance - yes I have it but as 118 knows it is not going to cover me for caring for my elderly mother unless she suddenly dies when I am due to go on the cruise - charlatans and hard hearted too. They have one interest - selling cruises and fail to help customers”

Helpful Report

Posted 11 months ago

Dear Guest Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your recent experience and appreciate the opportunity to respond. At Cruise118, we strive to provide transparent and fair pricing, especially when it comes to amendments. While our terms and conditions do outline that changes to existing bookings may incur additional costs, we want to assure you that amendment costs are not intended to be punitive. They reflect a combination of factors including supplier pricing changes, availability, and administrative effort. Regarding your comments on insurance and caring responsibilities, we deeply empathize with your situation. We understand how personal circumstances can affect travel plans, and while insurance policies have limitations, we always aim to support our customers as best we can within those frameworks. Your feedback is important to us, we value all our customers and are committed to treating everyone with fairness and respect. Many thanks Customer Relations

Posted 11 months ago

“Absolutely appalling customer service. I have been kept on the line for 25 minutes to speak to a manager. Firstly, I was told it was an appointment basis only. Eventually the agent came back stating that the manager had reviewed my issue, came to the same conclusion. No need to speak to me. I had to ask on a number of occasions if David I was speaking to was AI. I then received a questionnaire call regarding my experience. Despite pressing ‘2’ 3 times that I wasn’t happy, their computer would not recognise’2’. Please don’t bother with cruise118. Once they have your money they don’t appear to value or want to help their customers. Not a nice experience. Please avoid. They don’t have an email address either apparently.”

Helpful Report

Posted 1 year ago

Dear Christine 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 contact us. 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 comments they are very much appreciated. Kind Regards Customer Relations

Posted 1 year ago

“Lost my deposit of £399 the way I was treated by customer service was appalling. Will never book with them again”

Helpful Report

Posted 1 year ago

Dear Ann, Thank you for your taking the time to leave us a review, rest assured your comments are very important to us, we are very sorry that aspects of your booking have given cause for dissatisfaction, and we appreciate you taking the time to write your review. Whilst we appreciate all feedback, it is extremely disappointing to hear that you are unhappy with our service following your cancellation request due to a spelling error you made on our website during the booking process. I can see that we have already been in contact with you directly regarding the issues you have mentioned. Kind Regards Customer Relations.

Posted 1 year ago

“Got a quote for a cruise which was a good price. I asked therefore for them to email the quote to ensure it was exactly as I wanted, but they refused! They expect you to book a cruise if thousands of pounds without you seeing the quote in writing! Of course I will go elsewhere and so should you.”

Helpful Report

Posted 1 year ago

Dear Andrew, Rest assured your comments are very important to us, we are very sorry that aspects of your cruise experience have given cause for dissatisfaction, and we appreciate you taking the time to contact us. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issue raised, we look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your comments they are very much appreciated. Customer Relations

Posted 1 year ago

“The wrong cabin was booked and I have contacted Cruise118 multiple times (over 15) and been told by several people that they would get back to me but no-one does.”

Helpful Report

Posted 1 year ago

Dear Natalie 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 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 1 year ago

“Incorrect pricing displayed. I took the bait on the first day and called only to be told the cruise was GBP400 per person more expensive than advertised. I was assured that it would be put right that day. Advertised price the following day was GBP33 less than before I enquired. Have used them in the past and was happy but I won't be using them again.”

Helpful Report

Posted 1 year ago

Hello Gary I am sorry to hear that you have had problems with a price shown on our website, prices can change due to live availability however if you are able to provide more details via email to our customer relations team we would be more than happy to look into this for you if you wish The email address is Customer.relations@worldtravelholdings.co.uk. Many thanks

Posted 1 year ago

“The actual cruise ship and service was excellent, but I brought a Louis Vuitton Handbag at rather an expensive cost and within 1 month the leather strap completely snapped!!!! I honestly don’t think it was a genuine Louie Vuitton as it should last a life time Trying to contact and get it refunded is ABSOLUTELY IMPOSSIBLE, My advice Don’t purchase expensive items on ship !!! Very unhappy and disgruntled passenger. Helena R Adams”

Helpful Report

Posted 2 years ago

Dear Helen Rest assured your comments are very important to us, we are very sorry that aspects of your cruise experience have given cause for dissatisfaction, and we appreciate you taking the time to contact us. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issue raised, we look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. We will then be able to contact the cruise line on your behalf and ask if they can provide us with the details of how to return faulty goods. Once again thank you kindly for your comments they are very much appreciated. Customer Relations

Posted 2 years ago

“Zero feedback only we have to better 2 shore excursions not good We are pensioners Arvia 16th Oct 23”

Helpful Report

Posted 2 years ago

Thank you for taking the time to share your feedback. We're sorry you remain unhappy with your shore excursions experience, our customer relations team have been in contact with you to discuss the issues you've raised.

Posted 2 years ago

“what went right?”

Helpful Report

Posted 2 years ago

We're sorry to hear that you are unhappy with the service you received. We'd like to look into this further, therefore could we kindly ask you to email our customer relations team with your booking reference number and your feedback at customer.relations@worldtravelholdings.co.uk so that we can look into this for you?

Posted 2 years ago

Cruise118.com is rated 4.8 based on 15,896 reviews