I had the pleasure of dealing with Mercedes Robinson of Cruise 118 concerning our 2028 Fred Olsen World Cruise, which we needed to substantially amend. She was a star. Nothing was too much troub... Zobacz więcej
Reakcja na opinię
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
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... Zobacz więcej
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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... Zobacz więcej
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Great service as not sure about something explain it to you so understand it in detail. And if have problems do best to sort it for you quick as possible. Good deal.with .as phone them get person to t... Zobacz więcej
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Informacje dotyczące firmy
Napisane przez firmę
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.
Dane kontaktowe
WTH (UK) Ltd. 110A & 112-114 Market St, PR6 9FE, Chorley, Zjednoczone Królestwo
- feedback@cruises.com
- cruise118.com
4,7
Doskonała
4 tys. recenzji
W ostatnim czasie nie zapraszano do recenzowania
Ta firma nie zapraszała ostatnio swoich klientów do recenzowania, dlatego recenzje mogą nie być w pełni reprezentatywne
Odpowiada na 94% z negatywnych recenzji
Zazwyczaj odpowiada w ciągu 24 godzin
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Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
Booking extras but given so much more
Julia was superb. Not only was she very knowledgeable to deal with the issue needing sorted, she also very patiently advised on many other aspects of our trip giving personal tips and suggestions. She searched out many possibilities for our trip and helped find the best price.Her service was above and beyond making the whole process of booking extras straightforward.She is a genuine asset to Cruise118
29 maja 2026
Opinia niezależna
Odpowiedź od Cruise118
Dear Andrew
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 Julia recently.
Once again thank you for your review it is very much appreciated.
Kind Regards
Customer Relations
Emma was very quick and poAdvice on checking in on back to back holidaylite and knew…
Emma was very quick and polite and knew the answer to my query
29 maja 2026
Opinia niezależna
Odpowiedź od Cruise118
Dear Brian
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
Super Helpful
Every time I contact Cruise118, I am greeted with someone who is very helpful and friendly and my queries are resolved in a swift manner. I LOVE this company and will be using time and time again!
28 maja 2026
Opinia niezależna
Odpowiedź od 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
Contacted chat and super helpful!
I contacted Cruise118 on the chat and got in touch with Emma Spencer regarding a name change and add ons to my cruise. She was so friendly, attentive and helpful. She said she would get back to me via email which she did and we continued the conversation via email until the issue was resolved. She was always super responsive and sorted everything that was needed. Thank you Emma!
22 maja 2026
Opinia niezależna
Odpowiedź od Cruise118
Dear Guest
Thank you for your review,
We are Very happy to hear that Emma provided such friendly, attentive, and helpful support throughout your enquiry. It is particularly pleasing to know that she maintained clear and timely communication, ensuring your requests were handled efficiently from initial contact through to resolution. We greatly appreciate your comments and will be sure to pass on your recognition to Emma
Once again thank you kindly for your review it is very much appreciated.
Kind Regards
Customer Relations
3rd mess by cruise 118
3rd mess by cruise 118. First in 2010 left my parents stranded in dubai when it was the volcano did not hear anything from the cruise company did not help at all had to sort it out myself. Now booked a last min cruise on explora was sent wrong documents and documents missing as customer service lady was rushing to go on her holiday so messed it up. then had to ring cruise 118 again to get missing documents as sort out mess that was made to be sent the documents 10mins before needed to leave to go to hotel so did not look at them too closely. only to get on holiday to see they have messed up again original transport was booked for 9.15am they changed it to 05.45 the ship wouldn't be either docked or letting passengers off at that time so had to call them again to get the time changed very poor customer service
22 maja 2026
Opinia niezależna
Odpowiedź od Cruise118
Dear Rebecca
Thank you for your feedback. I’m very sorry to hear about your recent experience and the issues with your documentation and transfer arrangements.
The change to your transfer time was implemented by the local supplier in error, however, this was corrected as soon as we were made aware.
We would also always recommend checking documentation prior to travel so that any discrepancies can be identified and rectified in advance.
We appreciate how frustrating this must have been and we apologise for any inconvenience caused.
Kind regards
Customer Relations
Fast reply on the live chat
Fast reply on the live chat, extremely helpful again.
The 2 ladies we have dealt with so far, Sian and Emma, have been brilliant as they are very helpful and nothing is too much trouble
22 maja 2026
Opinia niezależna
Odpowiedź od Cruise118
Dear Valued Guest,
Thank you so much for taking the time to share your wonderful feedback.
We are delighted to hear that you received a fast and helpful response via our live chat service. It is especially pleasing to know that both Sian and Emma made such a positive impression, they will be thrilled to hear your kind words. Providing attentive, friendly service is something we pride ourselves on, so it is fantastic to hear this reflected in your experience.
We truly appreciate your support and look forward to assisting you again in the future.
Kind Regards
Customer Relations
Although l didn't book this time…
Although l didn't book this time Scarlett was very helpful, patient and kind.
15 maja 2026
Opinia niezależna
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 maja 2026
Opinia niezależna
Odpowiedź od 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 maja 2026
Opinia niezależna
Odpowiedź od 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 maja 2026
Opinia niezależna
Odpowiedź od 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 maja 2026
Opinia niezależna
Odpowiedź od 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 maja 2026
Opinia niezależna
Odpowiedź od 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 maja 2026
Opinia niezależna
Odpowiedź od 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 maja 2026
Opinia niezależna
Odpowiedź od 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 maja 2026
Opinia niezależna
Odpowiedź od 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 maja 2026
Opinia niezależna
Odpowiedź od 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 maja 2026
Opinia niezależna
Odpowiedź od 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 maja 2026
Opinia niezależna
Odpowiedź od 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 maja 2026
Opinia niezależna
Odpowiedź od 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 maja 2026
Opinia niezależna
Odpowiedź od 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.
Doświadczenie Trustpilot
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