Jill was absolutely amazing. Worked so hard to find us a solution despite being given a lot of incorrect info from Fred Olsen. Eventually sorted things out for us and demonstrated so much patience. Wo... Se mer
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Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
I have always had an excellent experience with cruise 118. I have been with the cruise agents for over a decade and I have no intention of changing. Jenna Bates on this occasion went over and above t... Se mer
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Contacted Cruise118 via the webchat option and was connected to Emily. After going through the normal security questions I told her that the cabin I had been allocated for my upcoming cruise was unde... Se mer
The time between each conversation is long which is annoying, and I am not sure this is the quickest option However all was sorted out
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Företagsinformation
Skrivet av företaget
Cruise118 carries a wealth of expertise and experience, ensuring you will enjoy the best possible service when you speak to us. We go above and beyond to make every aspect of your booking run as smoothly as possible, making sure we find you the right destination and the right ship. Cruise118 aims to deliver everything you would expect from a cruise retailer; the latest information about cruise holidays, advice on which cruise line and cabin type to take and great cruise deals. It also aims to deliver more. Our customer research shows that the quality of service expected and delivered on the actual cruise ships is lacking in cruise retailing. Cruise118 has therefore built a strong service ethic into the heart of its business and created the concept of the Cruise Concierge. Exceptional is our standard.
Kontaktuppgifter
WTH (UK) Ltd. 110A & 112-114 Market St, PR6 9FE, Chorley, Storbritannien
- feedback@cruises.com
- cruise118.com
4,7
Utmärkt
4 tn omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Har besvarat 94 % av sina negativa omdömen
Svarar vanligtvis inom 24 timmar
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Online chat with Emma
Online chat with Emma today, she was very helpful, even when I could see I seemed to be asking the same questions.
Very grateful for Emma's help and issue resolved.
21 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Guest
Thank you for your 5 star 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 Emma recently.
Once again thank you for your review it is very much appreciated.
Kind Regards
Customer Relations
Failed to pay our balance to Virgin
We usually book cruises direct with the cruise line but on this occasion only booked with Cruise 118 as you were able to pick your cabin for Virgin which other travel agents didn’t seem to offer.
Booked via the website and paid our deposit. Balance was due to Cruise118 in March (a month earlier than required by Virgin for some reason). We paid our balance at the beginning of March. Last week logged onto my booking on the Virgin website and it is showing the balance as nearly a month overdue. Called Cruise 118 and turns out they had our money for two and a half months and hadn’t paid Virgin. Lucky our cruise hadn’t been cancelled. If I hadn’t chased them it still wouldn’t be paid- their excuse was they don’t do much business with Virgin so our thousands of pounds payment had been ‘overlooked’.
Don’t really think thats good enough.
Won’t be booking with Cruise 118 again- better to book direct with the cruise line.
19 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Guest
Thank you for taking the time to share your feedback, and we are very sorry for the concern this situation has caused you. We do genuinely appreciate you bringing this to our attention.
When booking with Cruise118, guests often benefit from substantial discounts and added value. As part of this arrangement, we are required to collect payment earlier than the cruise line’s published final balance date, in agreement with the supplier. This enables us to secure and manage the booking on your behalf under those preferential terms.
Following your call to us, we carried out a full investigation and identified that there had been a processing glitch, which meant your payment had not been transferred to Virgin Voyages within the expected timeframe. We completely understand how seeing an overdue balance directly with the cruise line would have been worrying.
However, please be reassured that Virgin Voyages would not have cancelled your booking without first contacting us, and we would always act to protect your reservation well in advance of any such action. We would also like to clarify that this issue was not in any way related to the volume of business we place with them.
This matter has been addressed directly with the agent you spoke to, and importantly, as a result of your call, we have now been able to implement a fix within our processes to prevent this from happening again.
We fully recognise that this experience fell short of the standards we aim to deliver, and we sincerely apologise for the inconvenience and uncertainty caused.
Thank you again for your feedback
Kind Regards
Customer Relations
Beware booking through Cruise 118
Booked through Cruise118 and paid extra for an upgraded MSC package specifically because it included spa treatments and other benefits. Before travelling, we attempted to book the treatments and were explicitly told they could only be arranged once onboard.
When we boarded, the services were effectively unavailable despite following the instructions provided. What made the experience even worse was the attitude of the onboard cruise manager, who was aggressive, rude, and dismissive when we raised the issue.
We were shockingly told that travel agents are “willing to say anything to sell a package,” despite the package inclusions being confirmed to us in writing before travel. Since then, neither MSC nor Cruise118 has taken any responsibility. Instead, each side simply blames the other, leaving the customer stuck in the middle despite having clear written evidence of what was promised.
The entire experience was extremely disappointing and completely damaged what should have been an enjoyable holiday. I would strongly advise future customers to get every promise confirmed in writing and to think carefully before booking throgh this agent and especially paying extra for upgraded packages that may not actually be honoured.
19 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Valued Guest,
Thank you for your feedback. We are very sorry to read that your holiday experience did not meet expectations.
We fully appreciate how disappointing it must have been to book an upgraded package with specific inclusions, particularly spa treatments, and then be unable to access these services once onboard. We also regret to hear about your interaction with the onboard team, as this does not reflect the standard of service we would expect for our customers.
We are sorry that you feel caught between both parties, as this is certainly not the experience we aim to deliver. We would welcome the opportunity to investigate this further for you. Please contact our Customer Relations team directly at: customer.relations@worldtravelholdings.co.uk with your booking details so we can assist you further.
Kind Regards
Customer Relations
Nicole was very helpful
Nicole was very helpful and quickly sorted the details for me.
19 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Valued Guest,
Thank you for taking the time to leave such a positive review.
We are delighted to hear that Nicole was able to assist you and quickly sort everything out. We will be sure to pass on your kind feedback to her.
We really appreciate your comments and look forward to helping you with your future travel plans.
Kind regards,
Customer Relations
Julia helped us with upgrading our…
Julia helped us with upgrading our flights. She was very efficient and got us the flights we wanted and considered all options.
15 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Nicola
Thank you for your 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 Julia recently.
Once again thank you for your review it is very much appreciated.
Kind Regards
Customer Relations
Change of cruise
Seinead took over our booking today when we wanted to change a cruise. She was so helpful and cheerful and I feel very confident to ask for her personally in future.
18 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Guest
Thank you for your review,
We are happy to hear that Seinead was able to assist you with your cruise change and made the process smooth and enjoyable. Her helpful and cheerful approach is exactly what we strive for, and it’s wonderful to know she gave you such confidence in our service.
We will be sure to pass on your kind words to her.
Once again thank you kindly for your review it is very much appreciated.
Kind Regards
Customer Relations
Great service all questions answered…
Great service all questions answered and very helpful
15 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Adam
Thank you for your 5 star 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 recently.
Once again thank you for your review it is very much appreciated.
Kind regards
Customer Relations
Emma was so nice and helpful.
Emma answered my IT query on live chat. Though not my usual cruise concierge she repeatedly came back to me with help and advice. She was so pleasant and helpful and I would throughly recommend her if you are looking help to book a cruise as I know she would be excellent.
15 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Guest
Thank you for your review,
We are happy to hear that Emma was able to assist you so thoroughly via live chat, and that her support, advice, and friendly approach made such a positive impression. It’s fantastic to know she took the time to keep coming back to you and ensure your query was fully resolved.
We will be sure to pass on your kind words to Emma.
Once again thank you kindly for your review it is very much appreciated.
Kind Regards
Great communication
Great communication , good prices and sorted my issue easily .
15 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Valued Guest
Thank you very much for taking the time to leave us a 5-star review.
We are delighted to hear that you were pleased with our communication, pricing, and the way your query was handled. It is great to know we were able to resolve your issue smoothly and efficiently.
We truly appreciate your feedback and look forward to assisting you again in the future.
Kind regards,
Customer Relations
Customer Relations Team
First time using Cruise118 and I was a…
First time using Cruise118 and I was a little skeptical to begin with as I hadn't heard of them before. The offer they had on the trip we as a group was a no brainer, plus the addition of the room credit was a great incentive.
The booking process was simple, and done without much fuss for the measly sum of a quid. Winner.
I did have an issue signing into my account after the booking was made, but spoke with Emma in their customer service team via webchat who assured me that she'd look into it & email me. I'm incredibly amazed that only a couple of hours later, way past 5pm on a Friday she emailed as promised and I was sorted.
It's customer service & effort such as this that makes a company stand out and (i hope!) get my return business in future.
Big thanks to Cruise118 for helping me plan my 2027 break and Emma for really making me feel valued as a (new) customer.
15 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Paul
Thank you for taking the time to share such a wonderful review following your first experience with Cruise118.
We’re delighted to hear that you found the booking process straightforward and that the offer and added benefits made your trip even more appealing.
It’s especially pleasing to know that Emma was able to assist you promptly and follow through on her promise, even outside of standard hours. We’re very proud of our team’s commitment to delivering exactly this level of service, and your recognition will mean a great deal to her.
We truly appreciate your kind comments and are thrilled to have helped you plan your 2027 break.
We look forward to welcoming you back again in the future.
Kind Regards
Customer Relations
Brilliant service
I made my booking with Rebecca who was very informative and responded to all my queries with haste. I also found Julia, who took over our booking at the later stages. to be very accommodating and most helpful. Can't fault this service that these two ladies gave. Will definitely book through them again.
13 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Mr Hepton
Thank you for your further review for Rebecca.
We are pleased to hear that you found Julia so helpful is assisting you with your booking. Its great to know that you will book with Rebecca again.
Once again thank you kindly for your review it is very much appreciated.
Kind regards
Customer Relations
Emily sorted my query
Emily was able to understand my query and give an acceptable answer with next steps
12 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Valued Guest,
Thank you very much for taking the time to leave us a 5‑star review.
We are pleased to hear that Emily was able to understand your query clearly and provide a helpful response along with the next steps. Delivering clear and supportive guidance is very important to us, and your feedback will be shared with her as well‑deserved recognition.
Thank you for choosing Cruise118. We look forward to assisting you again in the future.
Kind regards,
Customer Relations
Excellent service as usual from Amanda…
Excellent service as usual from Amanda at cruise118
11 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Valued Guest,
Thank you very much for your kind feedback.
We are delighted to hear that you received excellent service once again from Amanda. Providing consistently high standards of care and support is something we pride ourselves on, and your comments will be shared with her as well‑deserved recognition.
Thank you for choosing Cruise118, we look forward to assisting you again in the future.
Kind regards,
Customer Relations.
Lovely and friendly lady
Lovely and friendly lady , very helpful and informative
10 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Valued Guest,
Thank you very much for your kind feedback.
We are delighted to hear that you found our advisor to be lovely, friendly, and so helpful and informative. Providing clear guidance with a welcoming approach is something we pride ourselves on, and your comments are truly appreciated.
Thank you for choosing us, we look forward to assisting you again in the future.
Kind Regards
Customer Relations
Six Star Cruises
We dealt with Erin at Six Star Cruises. She couldn't have been more helpful, explaining everything clearly and precisely. We have usually booked direct with the cruise line so this was our first experience of dealing with Six Star Cruises. The price for the same suite was actually less than what was offered by the line so very happy with that. I then logged into my account with the line and our cruise was there along with everything we had before booking direct. Excellent first time experience.
8 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Valued Guest,
Thank you very much for taking the time to share such a detailed and positive review of your experience with Six Star Cruises.
We are delighted to hear that Erin provided such clear, precise, and helpful guidance, especially as this was your first time booking with us rather than directly with the cruise line. It is wonderful to know that you felt fully informed throughout the process and that everything appeared seamlessly in your cruise line account, just as expected.
We are also pleased that we were able to secure a suite at a more competitive price, and that this contributed to such an excellent first experience with us. Your kind feedback will be shared with Erin as well‑deserved recognition.
Thank you again for choosing Six Star Cruises. We look forward to assisting you with your future cruise plans.
Kind regards,
Customer Relations.
new to cruising
booked a cruise with cruise118 ,was very nervous as new to cruising and had so many questions ,David langworthy was very patient and kind and was always at the end of the phone ,will definatly book with this company again ,all of the staff were very friendly and professional thanks to Sally too who was very helpful
7 januari 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Valued Guest,
Thank you so much for taking the time to share your experience with us.
We are delighted to hear that, despite being new to cruising, you felt well supported throughout your booking. It is wonderful to know that David was patient, kind, and always available to answer your questions, helping to put you at ease. Your kind feedback regarding Sally and the wider team is also greatly appreciated, and will be shared with them as well‑deserved recognition.
We are so pleased you felt confident and supported, and we look forward to helping you plan your next cruise. Thank you for choosing Cruise118!
Kind regards,
Customer Relations.
Prompt action
Prompt action. Helpful staff (Emma Spencer). Satisfactory outcome.
7 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Valued Guest,
Thank you for taking the time to share your feedback.
We are pleased to hear that our team provided prompt support and that Emma was helpful in achieving a satisfactory outcome for you.
Your comments will be shared with her as recognition of her efforts.
Thank you for choosing Six Star Cruises, and we look forward to assisting you again in the future.
Kind regards,
Customer Relations.
Would not recommend for a package holiday - difficult to deal with post-sales
Sadly, like so many organisations these days, Cruise 118 has a slick and helpful sales process but is very difficult to engage with thereafter.
Here are two things I found particularly frustrating in relation to a package holiday (cruise + hotel + flight) that I'd bought from them back in 2025:
1. Simple requests for clarification or review of options around the booking took weeks to resolve. It seems if you buy a package with Cruise 118 this is handed off to some other division in the organisation - but you don't seem to be able to talk to these guys directly. When you call Cruise 118 Customer Service they are unable to answer basic questions - they pass a message onto the 'Package team' and advise someone will get back in 7-10 days! The answer then comes back as an email but if you want further clarification you have to go back around the loop again via Cruise 118 Customer Services. It's both time consuming and immensely frustrating. It took me 3 weeks to get to the bottom of an issue that could have been resolved in a 15 minute phone call with the right person.
2. Beware the incredibly small print about Ts and Cs. Either by accident or design Ts and Cs are hidden well away from anyone but the the most eagle-eyed customer - but are quickly dredged up and thrown in your face when you want to make a change to your booking. In my experience most travel agents follow good practice and attach a couple of pages of relevant Ts and Cs at the back of the booking confirmation. Sadly not Cruise 118 who tucked a hyperlink in the small print of their confirmation which led to another hyperlink and yet more hyperlinks to a series of entities not defined in the paperwork. As a result it was pretty much impossible for the lay person to work out what was going on and which rules applied until you had fallen foul of them.
5 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Mike
Thank you for your feedback, we’re sorry to hear about your experience and appreciate you taking the time to share your concerns.
We do understand how disappointing it can be when queries take longer than expected and when communication feels fragmented.
Package bookings do occasionally require specialist handling to ensure compliance with airline, cruise line and supplier terms,
In relation to our terms and conditions, a link is included within the booking confirmation and they are also available on our website.
We regret that we did not meet your expectations on this occasion and thank you for raising these points.
Kind Regards
Customer Relations
A massive shout to Seinead in customer Service
I can’t praise Seinead and Kym at Cruise118 enough. From start to finish, the service has been exceptional. They were professional, efficient, and made the whole experience smooth and enjoyable — exactly what you want when planning a holiday.
If I could book every holiday with these two, I honestly would. No pressure, no stress, just brilliant support for me and my whole family.
A massive shout‑out to Seinead,’ Thank you for being so good at your work’ she has been incredible today. Both Seinead and Kym deserve huge recognition. This is rare example of execellent staff. Cruise118 well done and you will always be my first choice because of them.
5 maj 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Valued Guest,
Thank you so much for your incredible 5‑star review!
We are absolutely thrilled to read your kind words about Seinead and Kym. Providing professional, efficient, and genuinely supportive service is exactly what we strive for, and it is wonderful to know that they made the entire booking experience smooth, enjoyable, and completely stress‑free for you and your family.
Your praise for Seinead’s outstanding support today will mean the world to her, and both she and Kym will be delighted to receive your recognition. Comments like yours truly highlight the difference our exceptional team can make, and we could not be prouder of them.
Thank you for choosing Cruise118 and for making us your first choice, we very much look forward to helping you plan many more amazing holidays in the future.
Kind Regards
Customer Relations.
Always very helpful and easy cheerful…
Always very helpful and easy cheerful and resolve any quieries quickly and always keep you updated.
Very happy with my favourite Travel Agent.
7 star rating
10 april 2026
Omdöme utan inbjudan
Svar från Cruise118
Dear Guest
Thank you for your review,
We are happy to hear that you always find the service helpful, cheerful, and efficient, and that your queries are resolved quickly with clear updates along the way. Knowing you’re very happy with your favourite travel agent, and awarding a 7 star rating, truly means a lot to us.
Once again thank you kindly for your review it is very much appreciated.
Kind regards
Customer Relations
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