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

“I found the staff were helpful when you were enquiring or booking. But once you had made the booking and you had further queries, there seemed to be a distinct lack of interest. There has also been very little general information about what to expect on our cruise. When booking my last cruise, I booked direct with the company and I received plenty of information. For future cruises, I think I would prefer to book direct than through Cruise 118.”

Helpful Report

Posted 1 month ago

Dear Guest, Thank you for taking the time to share your feedback. We are pleased to hear that you found our team helpful during the enquiry and booking process, however we are very sorry to learn that your experience afterwards did not meet your expectations. We understand how important it is to receive timely assistance and useful information throughout the lead-up to your cruise, and we are disappointed to hear that you felt this was lacking. At Cruise118, we aim to provide the same high level of service before and after booking, so your comments are extremely valuable and will be shared with the relevant teams for review. We appreciate your honesty and regret that we have left you feeling that booking direct would be a better option in the future. We hope you have a wonderful cruise and would welcome the opportunity to restore your confidence in us. Kind regards, Customer Relations

Posted 1 month ago

“we were extremely disappointed by the service we received in booking flights and a cruise because we have always been very satisfied previously. it took many phone calls and conversations to get all details correct. we would hestitate to book with Cruise 118 again”

Helpful Report

Posted 2 months ago

Thank you for your feedback. We are sorry to learn that your recent booking experience did not meet the high standards you have come to expect from us. We understand how frustrating it can be when multiple calls are required to finalise travel arrangements, particularly when you have previously enjoyed smooth and satisfactory service. We appreciate you taking the time to share your experience and are disappointed to hear that the process of booking your cruise and flights was not as straightforward as it should have been. Customer feedback is extremely important to us, and your comments will be shared with the relevant management team for review. We are committed to continually improving our service and ensuring our customers receive the level of support they expect. We value your previous loyalty and hope you may consider giving us another opportunity in the future. Kind Regards Customer Relations

Posted 2 months ago

“I have always had good service from you but this time so many things were wrong with the booking and I had to ring many many times to have the errors amended. disappointing experience this time which will make me reconsider using you again. there are several months before we cruise so keeping fingers crossed tightly that nothing else goes wrong before we go.”

Helpful Report

Posted 4 months ago

Dear Guest Thank you for your feedback, We are sincerely sorry that our usual high level of service has not been your experience on this occasion. After reviewing your case, it appears an initial system error caused the itinerary to display incorrectly, which led to further amendments being needed. While these were resolved as quickly as possible, I completely appreciate how frustrating it must have been to contact us multiple times. I can reassure you that your booking has now been fully reviewed and updated. We’re very sorry again for your experience and will continue to monitor your booking to ensure everything runs smoothly from here. Kind Regards Customer Relations

Posted 4 months ago

“Spent a long time telling the consultant the ages and birth dates of our grandchildren and son. All dates put on wrong for them. Not told there were no cabins for three people on board the Ventura for our trip in August until after given the quote and so cost me another almost £2,000 to get a another cabin (inside) for solo use. Another Consultant tried to amend the booking but then invoice sent again with wrong details on. Exasperated.”

Helpful Report

Posted 5 months ago

Dear Guest Thank you for taking the time to share your feedback. The initial quotation provided was for two cabins, with both cabins priced the same. This indicates that the pricing was not based on three guests sharing one cabin. Unfortunately, Ventura has a very limited number of three berth cabins, and for a peak August sailing, none were available at the time of enquiry. Once this was identified, your concierge explained the situation and confirmed that the only available option was to book an additional cabin. We sincerely apologise for the errors with the dates of birth on the documentation. These have now been fully corrected, and we appreciate how frustrating it can be to have to review amended invoices. Thank you again for your feedback, which has been shared internally. We’re sorry that on this occasion your experience was not as smooth as we would have liked. Kind Regards Customer Relations

Posted 5 months ago

“The booking its very easy also the payment, but the confirmation of booking till today not received since four days, i was trying to send them e-mail also send via twitter but not responding.”

Helpful Report

Posted 1 year ago

Dear Guest Thank you for your review, I am sorry to hear that you are awaiting confirmation of your booking, please could you contact us on the below email address so that we can look into this for you. Customer.relations@worldtravelholdings.co.uk Many thanks Customer Relations

Posted 1 year ago

“No itinerary maps anymore 😢 Makes this site no better than any other now ..”

Helpful Report

Posted 2 years ago

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.

Posted 2 years ago

“When it comes to cancelling a cruise, they are very slow at doing this, and returning money due. i cancelled and was told a 3 day turn around, given it was a Friday that meant it would be 5 days, then i am told 7 days and it is done in date order, no you are just holding on to my money as long as possible, it is now 6 days and i am still waiting.”

Helpful Report

Posted 2 years ago

Thank you for your review, Here at Cruise 118, we strive to give the best possible service and appreciate your feedback. I am very sorry you were mis advised. I can assure you that we are always looking for ways to assist our guests with their queries and action a request as quickly as possible, I can see that initially we did advise you 3 days however did not advise that the time frame did not include the weekends, rest assured this will be fed back to the team to make sure we give a clear turnaround timescale going forward. Having checked your booking I can see that you called us on the 01st of June and made a request to cancel your booking. We have a dedicated admin team that assist with cancellations. Whilst we work in date of departure order, we will aim to assist our guests as soon as possible and within 3-5 workings days’ time frame. I can see that your booking was cancelled within 5 working days. Our Service manager also emailed you to advise you would receive your refund within 5 workings days. I would like to thank you for taking the time to contact us and if I can be of any further assistance, please do not hesitate to contact me. Many thanks,

Posted 2 years ago

“P&O Arcadia, 19 nights, cut down to 12 due to storm and catch up, Norovirus and gastroenteritis on board, poor food and parts of the ship closed down everyday for 'sanitization'. No refund or apology made and no response to a letter to the company. I am not the only person to complain. All the company could be concerned with was getting back to Southampton on time to load the next passengers.”

Helpful Report

Posted 2 years ago

Thank you for taking the time to provide your feedback. So that we can look into this for you please could we ask you to email our customer relations team with your booking reference number (WOR-XXXX) at customer.relations@worldtravelholdings.co.uk?

Posted 2 years ago

“The guy I booked the cruise with was not at all helpful. He was every impatient and I felt that did not want explain anything about the cruise, the destinations or the ship.”

Helpful Report

Posted 3 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 3 years ago

“Left an honest review over a week ago about incorrect information given to me about blue light discount which cost us a 5% discount with P&O. Review was answered by 118 who said they would speak to their booking agent and get back to me within a few days. Been 8 days still no reply!.”

Helpful Report

Posted 3 years ago

Thank you for taking the time to share your feedback. Our customer relations team have looked into this for you and have emailed you in regards to 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 3 years ago

“Booking was great and very helpful indeed but since then it has been absolute garbage phones cutting out no emails returned. When you do get someone they are very helpful but getting someone to actually respond is a joke”

Helpful Report

Posted 3 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 3 years ago

“Hard to deal with”

Helpful Report

Posted 3 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 3 years ago

“Checked website and the price quoted was lower than the price given when I phoned to book. Girl said she would speak to her manager and phone me back. When I was phoned back they still refused to honour the online price saying it was not a live price. After much arguing they eventually agreed to lower it, however I still paid more than quoted online. I had to phone as I wanted upgrades which couldn’t be done online. Poor show, I checked online later that evening and it was still quoting the lower price.”

Helpful Report

Posted 3 years ago

“Absolutely brilliant when it came to booking but felt very let down with the after care . No reply to the two emails I sent and then when I eventually got hold the agent it just felt like she wasn’t interested in helping with my questions and then didn’t bother getting back to me on the information I wanted to know when she said she would . Still haven’t heard anything and that was about 6 weeks ago now . Give up !”

Helpful Report

Posted 3 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 3 years ago

“The website is awful. Cannot find what I was looking for. I was told you have a live chat facility. Where is it? Tried ringing. Was kept on hold for ages and then the person was not very helpful and did not call me back. When we booked we thought we would have one named person looking after us. This is not the case. Will not use 118 again”

Helpful Report

Posted 4 years ago

Thank you for taking time to share your feedback. We are a customer-focused company and we value your feedback, as it is only on receipt of such information 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 hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk.

Posted 3 years ago

“Two of my transfers cancelled a few weeks before we go. Rather than re-book I'm told I'll be refunded so I can organise myself. Not great service but fine... A couple of weeks later and I've received no refund, and I'm going in 4 days. My balance is just showing as negative given I have paid the holiday in full. I've called the Concierge team twice now and been on hold over 30 mins both times before I've had to end the call because I am at work and have other commitments. Given the Concierge team are only available 9am to 4pm I don't know what to try next. I emailed the Concierge team and that email hasn't been acknowledged. Quick to take money but you're making it extremely difficult for me to get my owed money back.”

Helpful Report

Posted 4 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 3 years ago

“Booked for over 10 years with Cruise 118 - local, loyal and always kept great relationships. but over the last 12 months and for the last cruise in particular, the service is now such that it simply adds a layer of administration that is not needed. I have been a champion for the company particularly over COVID when I appreciate the situation for many cruises, is changing on a daily basis. But the basics are now not there. Phone calls take 20-30 mins to get through, follow up emails not returned, and a just general lack of customer care, we really once enjoyed. Live chat is promoted, but never available, and 9am to 4pm telephone line when you are working is just not enough, with no other way to get through. It's such a shame it used to be brilliant. i worry for any first time cruisers who are just unsure and spend a lot of money.”

Helpful Report

Posted 4 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 4 years ago

“Booked by phone. … much prefer that to online booking … Tracey Ashton ever so friendly and seemed efficient….. But …. Tracey Ashton was to come back to me re flights from regional airports ….. she did not Tried to call your Service Team. …. No reply E mailed your concierge address …. My message was bounced back Have never used you before and doubt if I will do so again You ask below how long before you replied to queries. You need to add a tick box for Never”

Helpful Report

Posted 4 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 4 years ago

“During the booking online it asks for 1st name. When I entered my wife’s name and middle name it said that I entered to many characters. I then left out her middle name and it accepted details. I called MSC and they informed me that it would have both names as per passport on the booking. I called 118 and they want me to pay £50 to add her name even though it was their booking system that would not let me enter it in the first place.”

Helpful Report

Posted 4 years ago

“Absolutely brilliant when it came to booking but felt very let down with the after care . No reply to the two emails I sent and then when I eventually got hold the agent it just felt like she wasn’t interested in helping with my questions and then didn’t bother getting back to me on the information I wanted to know when she said she would . Still haven’t heard anything and that was about 6 weeks ago now . Give up !”

Helpful Report

Posted 4 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 4 years ago

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

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