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... Ver mais
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I booked a holiday package with this company and booked the cruise over a year in advance. It is only now that flights and hotel accommodation have become available and Julia has been an amazing help... Ver mais
A empresa respondeu
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
We wanted to make some post-booking/pre-sailing changes to our recently booked Jan 2028 cruise and opted to use the web chat option on the website. This was really easy to use and the service received... Ver mais
A empresa respondeu
Informações sobre a empresa
Escrito pela empresa
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.
Informações de contacto
WTH (UK) Ltd. 110A & 112-114 Market St, PR6 9FE, Chorley, Reino Unido
- feedback@cruises.com
- cruise118.com
4,7
Excelente
4 mil opiniões
Sem histórico recente de solicitação de opiniões
Esta empresa não convidou os clientes recentemente, pelo que as opiniões podem não ser representativas
Respondeu a 94% das suas opiniões negativas
Geralmente responde em 14 horas
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
Great service as ever.
29 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Guest
Thank you for your review,
We are very happy hear that you've once again received great service from our team.
Once again thank you kindly for your review it is very much appreciated.
Kind Regards
Customer Relations
Good communication
Good communication from Laura this morning.She resolved our issue and provided good advice for our cruise booking,thank you
29 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Guest
Thank you for your review,
We are happy to hear that Laura was able to resolve your issue and provide helpful advice for your cruise booking. We'll be sure to pass on your kind comments to her.
Once again thank you kindly for your review it is very much appreciated.
Kind Regards
Customer Relations
Fantastic exxperience and service from…
Fantastic exxperience and service from staff.
29 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Valued Guest,
Thank you so much for your wonderful 5-star review!
We are absolutely delighted to hear that you had a fantastic experience and that our team delivered the level of service we strive for. Your kind words mean a lot to us and will be shared with the team.
We truly appreciate you taking the time to leave your feedback and hope to assist you again with your future travel plans.
Kind Regards
Customer Relations Team
David dealt with my query speedily and…
David dealt with my query speedily and efficiently, very pleased with cruise 128
25 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Valued Guest,
Thank you very much for your lovely review.
We are so pleased to hear that David was able to assist you quickly and efficiently, and that you were happy with the service you received.
Your kind feedback is greatly appreciated and will be shared with him.
We look forward to assisting you again in the future.
Kind regards,
Customer Relations
I have had no problem with whoever I…
I have had no problem with whoever I speak to at cruise 118 they always email back with an answer if I have a query
24 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Valued Guest,
Thank you very much for your lovely review.
We are delighted to hear that you have consistently had a positive experience with our team and that your queries are always answered promptly. Providing clear and helpful communication is very important to us, so your feedback is greatly appreciated.
We look forward to assisting you again in the future.
Kind regards,
Customer Relations
Scarlett was a great help and got us a…
Scarlett was a great help and got us a smashing deal on our cruise. 5 stars
19 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Mr Hills
Thankyou for leaving your review for Scarlett.
She will be pleased to know you have given her 5 stars, so glad Scarlett was able to help you to get a good deal for your cruise.
Your review will be shared with Scarlett and her manager and we would like to thank you again for taking the time to leave your review for Cruise118.
Kind regards
Customer Relations
Alex is an asset.
First time I've had the pleasure of dealing with Alex, and she was fabulous! Managed to give me a really good rate and dealt with any issue I had, with professionalism and kindness. I couldn't rate her highly enough. Cruise 118 are really easy to book through. I've had several holidays through them now with no issues at all.
21 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Tracey
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 Alex recently.
Once again thank you for your review it is very much appreciated.
Kind Regards
Customer Relations
Buyer beware
Buyer beware. Whilst we were offered a good price, and great service when booking unfortunately we were stung by a further charge to cancel the booking. Having already paid £500 deposit that we’re losing, we now need to pay a further £50 for the pleasure of cancelling. That’s held as a credit on your account for future bookings I’m told, but I certainly won’t be booking through cruise118 ever again. Lesson learned. My advice would be to book direct and not be stung for 2 lots of charges. Really disappointing.
22 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Guest,
Thank you for taking the time to share your feedback.
We are pleased to hear that you were happy with the price and service you received when making your booking, but we are very sorry to learn of your disappointment regarding the cancellation charges.
We fully appreciate that cancelling a holiday can be frustrating, particularly when it results in additional costs. To clarify, our cancellation fee is in place to cover administrative and supplier-related costs incurred when a booking is made and subsequently cancelled. This fee, as you mentioned, is retained as a future booking credit so it can be used again should you decide to travel with us in the future.
We understand that this may not lessen your frustration, and we regret that this has impacted your overall experience.
Transparency is very important to us, and our full terms and conditions which are agreed to prior to booking can be found on our website
Sorry once again for an disappointment caused.
Kind Regards
Customer Relations
Emily at cruise118 gave me excellent…
Emily at cruise118 gave me excellent customer service and I wouldn’t hesitate to recommend this Company as a cruise agent and especially Emily after looking after my very difficult in depth enquiry today
22 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Valued Guest,
Thank you so much for your wonderful review.
We are delighted to hear that Emily provided you with excellent customer service, especially while handling such a detailed and complex enquiry. She will be thrilled to receive your kind feedback.
Your recommendation means a great deal to us, and we truly appreciate you taking the time to share your experience.
Warm regards,
Customer Relations
Expert advice, quick response.
We are booking a complicated Cruise and Flight package and the site and staff have been very helpful in facilitating our programme. I am impressed by the expertise and help that the staff have been able to give during the process. Julia has been helping us in particular with the flights and was very quick to understand our needs and requests and to work on our behalf to find the best solution. She understood what we were trying to do and was able to find the best way forward for us. Things are proceeding just as we would want and I expect that we shall continue to refine our holiday details. Thanks to Julia for all of her expertise and help so far.
18 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Valued Guest,
Thank you so much for your fantastic 5-star review.
We are really pleased to hear that you have found both our website and team helpful while planning your cruise and flight package. It is always our aim to make even the most complex bookings as smooth and straightforward as possible.
Julia will be especially delighted to read your kind comments. We are glad she was able to quickly understand your requirements and work with you to find the best solutions, she is a real asset to the team.
Thank you again for your feedback, and we look forward to helping you bring your holiday together.
Kind regards,
Customer Relations
Absolute shambles from start to finish
Absolute shambles from start to finish. Couldn’t have been more frustrated at this company with some of the worst customer experience I’ve seen.
Group of 7 to celebrate a 60th birthday. We booked the cruise flights transfer and hotel overnight. To start with the transfer from the airport wasn’t there when we arrived and we had to call multiple times for someone to come to us. They ended up asking us to walk some distance to meet them. They didn’t have the correct information for the hotel we were staying at and we had to direct them. That evening we got a message about the morning transfer having been booked for 5am. The cruise port was an hour away and we would have arrived before the ship had even docked and started disembarking the previous passengers. After a lot of back and forth we eventually sorted a new time but no thanks to cruise 118. Then eventually onboard we didn’t have the drink and WiFi package which we were told we had paid for initially. We split out the reservation into 3 cabins so we could pay for the drinks package for one cabin and not the others…. Yet nothing…
We were then having to pay for it at the cost price on the day which was almost double what we could have done. We paid out of pocket on top of everything we had already paid…
Once in the rooms we noticed that a cot was missing for my nephew and had to again go queue with guest relations to get this sorted.
Our next stop was to the main dining room where we found out that cruise 118 had NOT passed on any of our allergy information. My husband and I have a number of allergies and thankfully Royal were able to make changes needed to support but why are cruise 118 happily taking special category data and not processing it in the way intended. It is a breach of GDPR.
After a horrific first day we got another text about the transfer once the cruise ends claiming it was booked by Royal at 4am. Speaking on the live chat the rep was so dismissive and didn’t care they said it was nothing to do with them because we had started our cruise and it was Royal that had booked it. Guest services did not agree because the boat was not docked at 4am and ready for a transfer… so again cat and mouse with cruise 118 passing the blame on Royal for no reason.
We had a late afternoon flight booked and after pleading with them managed to get a 7:30am transfer. Once again they didn’t even know what airport we were going to and 2 of their seatbelts were not working which is extremely unsafe and also frustrating as the car kept beeping.
I have never had a more stressful experience using a “trusted travel agent” and can assure you I will never do so again.
It’s far better to book direct and avoid the disappointment of them not delivering what they said they would
Please avoid.
14 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Jess
Thank you for taking the time to share your feedback. We are very sorry to read about your experience and the impact this had on such an important celebration for your group.
We fully appreciate how frustrating the issues you encountered must have been, particularly in relation to your transfers, onboard packages, and the handling of key requests such as your allergy information.
As your booking was arranged as a full package (including cruise, flights, hotel and transfers) provided and operated by the cruise line, the timings and logistics of these elements – including transfer schedules – are managed directly by them. Whilst we liaise with our suppliers on your behalf, we do not have direct control over these arrangements once confirmed.
In relation to dietary requirements, any information provided to us is passed on to the cruise line ahead of travel. Guests are also requested to submit and manage dietary needs directly with the cruise line via their online cruise personaliser to ensure these are correctly recorded and actioned onboard.
That said, we are very sorry for the confusion, inconvenience and additional costs you experienced, and we understand how disappointing this must have been.
If there are any elements you would like us to review further, If you have not already contacted us directly, please provide your booking details to our Customer Relations team on the email address below so we can investigate this with the cruise line on your behalf.
customer.relations@worldtravelholdings.co.uk
Kind regards,
Customer Relations Team
Fantastic service from Jacob Harris
Fantastic service from Jacob Harris, everything explained clearly and nothing was too much trouble .
He managed to get a very competitive price for us which included all the extras .
I will certainly be using him again for all my future trips .
20 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Guest
Thank you for your review,
We are happy to hear that Jacob provided such fantastic service and ensured everything was clearly explained throughout the process. It's great to know he was able to secure a competitive package with all the extras included. We’ll be sure to pass on your kind comments to him.
Once again thank you kindly for your review it is very much appreciated.
Kind Regards
Customer relations
Excellent and Professional Service
Booked a cruise with sixstar a few years ago and felt the service could have been better. In fairness, it was soon after Covid, so perhaps they too were getting back to normal along with the rest of us. Recently booked another cruise with them departing early next year. The booking process was straightforward and Stacey, who did the booking, could not have been more professional. Today contacted sixstar with a query about flights. Emma quickly answered my question and was, again, most professional. Overall very happy with sixstar and would recommend them to anyone thinking of booking a cruise.
19 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Valued Guest,
Thank you for taking the time to share your feedback and for your kind words.
We are delighted to hear that your recent experience with Six Star Cruises has been such a positive one. It is especially wonderful to know that Stacey and Emma provided you with professional and helpful service, we will be sure to pass on your comments to them.
Thank you once again for your recommendation, it truly means a lot to us. We wish you a fantastic cruise next year and look forward to assisting you again in the future.
Kind regards,
Customer Relations
A great experience from start to finish
A great experience from start to finish
After booking the cruise I realised I needed to make a small change.
I started an online chat with Emma who was very helpful and completed the task efficiently and quickly!
18 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Valued Guest.
Thank you so much for your fantastic 5‑star review!
We are delighted to hear you had a great experience from start to finish, and that Emma was able to assist you quickly and efficiently with your booking change. We will be sure to pass on your kind comments to her and they will be very much appreciated.
We really appreciate you taking the time to share your feedback, and we hope you have an amazing cruise!
Kind regards,
Customer Relations
Six Star plus
Erin went above and beyond to find the best value flights for us. very helpful all at Six Star!
1 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Guest
Thank you for your review, it is very much appreciated.
I am pleased to read that Erin went above and beyond for you, she is a valued member of our Six Star team.
I will share your review with Erin and her manager.
Thank you again for your kind words.
Kind regards
Customer Relations
Terrible Service
I have previously stated that Cruise118 are a good company to deal with.
I now have to revise my opinion.
I was given a quote for a cruise, when i rang to book i was advised that the price quoted was incorrect.
Person i spoke to stated 'you should have booked it last night' in a condesending manner.
Poor customer service - said i would receive a call at a certain time no call. I had to email them to query why.
Poor treatment of customers.
17 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Customer
Thank you for taking the time to share your feedback. I am very sorry to read about your recent experience and the manner in which you felt you were spoken to, as this is certainly not the level of service we aim to provide.
We would also like to clarify that all quotes are subject to price and availability at the time of booking, and while we always strive to honour quoted fares, these can change depending on supplier updates or availability. That said, this should always be communicated clearly and courteously.
I am equally disappointed to learn that you did not receive the follow-up call as promised, and I appreciate how frustrating this must have been. Please be assured your comments have been taken seriously and will be shared with the relevant team for review.
Many thanks
Kind regards
Customer Relations Team
Brilliant customer care service by Emily
Emily, the travel concierge was excellent. Whilst all the travel concierges I have spoken to at 118 are excellent Emily went far beyond what I would have expected and ensured that I booked the best flight package for my trip and in so doing she worked way past her finishing time.
12 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Guest
Thank you so much for leaving a review for Emily, its is really appreciated.
Its is lovely to read how excellent Emily was in assisting you recently with such a positive outcome.
We will ensure to pass on your kind words to Emily and her manager.
Thank you once again.
Kind regards
Customer Relations
Shocking indirect flights given for a 3 hour flight
My daughter, grandaughter and I are going in a Greek island cruise on 4th July. We noticed our flights to Italy are a nightmare. 2 flights out changing in Brussels with the return flight taking us from Italy to Istanbul which is further away changing and then onwards to the UK. We weren't told anything about the chance of an indirect flight and we were told to ring Royal Carribean to complain. But... I have written in a complaint detailing this and I haven't even had an acknowledgement. This is not our first cruise with you but it will be my last. I would like someone from your complaints team to contact me urgently..
13 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Hello Margaret
We’re very sorry to read your review and to learn of your concerns regarding your flight arrangements, as well as the lack of acknowledgement to your complaint – this is certainly not the experience we want for our returning customers.
We would really like the opportunity to look into this for you and assist further. Please can you contact our Customer Relations team directly at customer.relations@worldtravelholdings.co.uk quoting your booking details, so we can review your complaint as a priority.
We look forward to hearing from you soon and hope we can help resolve this for you.
Many thanks
Customer Relations
Julia P made this whole process easy
Julia P made this whole process easy, what a great service. She researched options and costs and provided detailed emails. Would happily use Cruise 118 again.
Thank you Julia
12 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Valued Guest,
Thank you for your wonderful 5-star review!
We are delighted to hear that Julia made the whole booking process easy for you and provided such thorough support. We will be sure to pass on your kind words to Julia and her manager.
It is great to hear that you would happily use Cruise118 again, we truly appreciate your trust in us and look forward to helping you plan your next cruise!
Thank you once again.
Kind regards,
Customer Relations
Rachael Kept us informed every step of the way
After booking our Cruise summer last year we were getting excited about our upcoming adventure however, there was a worrying feeling that we had made a mistake on our booking, as we were due to fly into Rome on the day of our cruise departure and we were getting increasingly concerned and stressed about the chance of missing the cruise.
We contacted Cruise 118 and explained that we didn't feel comfortable about our booking and they assured us that there was sufficient time, however we still wanted to change our flights and bring them forward a day.
After a lot of checks and escalation, Rachel was able to offer two flight options with additional costs that we were happy to pay that are due to got us into Rome a day early.
Rachel was fantastic and even though there were a number of calls backwards and forward between us, Cruise118 and Royal Caribbean, Rachael kept us informed every step of the way. we now feel so much more comfortable and the excitement is back about our first family cruise.
4 de junho de 2026
Opinião espontânea
Resposta da Cruise118
Dear Valued Guest,
Thank you so much for taking the time to share your experience with us.
We are really pleased to hear that, although you initially had some concerns about your booking, our team was able to provide reassurance and find a solution that gave you peace of mind. It’s completely understandable to feel anxious about flight timings for such an important trip, especially for your first family cruise.
We are especially delighted to hear your kind comments about Rachel. She will be thrilled to know that her support, communication, and dedication made such a positive difference to your experience.
It is wonderful to know that your excitement for your upcoming cruise has been restored, and we are confident you will have an amazing time.
Thank you again for your feedback, and we wish you and your family a fantastic holiday.
Kind Regards
Customer Relations.
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