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... Voir plus
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Rebecca replied to our queries promptly and with detailed info, even spending time trying to amend our booked trip with the cruise company. Thanks for your help Rebecca, we are looking forward to our... Voir plus
L'entreprise a répondu
Is the 3rd time we have used Cruise118 and on this occasion we had to contact their customer service desk from Canada, 8 hours behind the UK, to sort out postponing out flight home due to illness. I... Voir plus
L'entreprise a répondu
I recently booked a cruise through Cruise118 and found the process simple and quick. I needed some help to link my booking with my parent's as we are travelling together. Emma was very helpful when I... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
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.
Coordonnées de contact
WTH (UK) Ltd. 110A & 112-114 Market St, PR6 9FE, Chorley, Royaume-Uni
- feedback@cruises.com
- cruise118.com
4,7
Excellent
4 k avis
Aucun historique récent de demande d’avis
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A répondu à 94 % de ses avis négatifs
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I would like to say a massive thank you…
I would like to say a massive thank you to Rachel Rennie for all her help in re-organising my cruise, unfortunately due to a Cancer diagnosis and ongoing chemo we couldn’t travel for the one booked in July !
Rachel is an amazing Asset to cruise118 she went out her way to help and kept me up to speed through the whole process! Her kindness and compassion has been exemplary!
I will never enable to thank her enough ! I will certainly use cruise 118 for all my future bookings.
Regards
Joan
8 juin 2026
Avis spontané
Réponse de Cruise118
Dear Valued Guest,
Thank you so much for taking the time to share such a heartfelt review.
We are truly sorry to hear about what you have been going through, and we sincerely wish you strength and the very best with your ongoing treatment.
It means a great deal to hear how Rachel was able to support you during such a difficult time.
Thank you again for your lovely comments and for your continued trust in Cruise118.
Kind Regard
Customer Relations
Mona's endeavor cruise 118
I contacted Mona to book a cruise with 118. She worked tirelessly to get the right deal for our preferred destination on budget.She even contacted me whilst on holiday and did not give up until we got our ideal cruise on budget. (Thank you Mona your a star)
25 mai 2026
Avis spontané
Réponse de Cruise118
Dear Guest
Thank you for your review,
We are very happy to hear how dedicated Mona was in finding the perfect cruise for you within budget. Her persistence and commitment truly make a difference, and she’ll be thrilled to know how much you appreciate her efforts.
Once again thank you kindly for your review it is very much appreciated.
Kind Regards
Customer Relations
David Langworthy was really helpful, who I spoke to…
David Langworthy who was so helpful regarding difficulty in completing a required form for our next cruise.Was really helpful. Even querying why, as husband and wife and always travelled together, which we’ve done for the past 57years! (Not always cruising) which this query alluded to,) does he have a different voyagers club level to you? I didn’t know and couldn’t get a satisfactory response. As this was our first cruise with MSC, Cunard who we normally travelled with, we were both the same Diamond level! David said he would look into it.
I sent him details of the requests made and he replied he would help me in this situation.
Excellent Customer Service! Watch this space
2 juin 2026
Avis spontané
Réponse de Cruise118
Dear Valued Guest,
Thank you so much for taking the time to update your review and share your experience.
We are absolutely delighted to hear how helpful David was in assisting you.
We truly value your feedback and are so pleased that David’s dedication made a positive impact. We will be sure to pass your kind comments on to him.
If you need any further assistance as you prepare for your upcoming cruise, please do not hesitate to get in touch.
Thank you once again.
Kind regards,
Customer Relations
DO NOT USE - DODGY MARKETING
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!
22 mai 2026
Avis spontané
Réponse de Cruise118
Dear Guest
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
Always great service
I cannot praise Cruise118 and specifically Rachel R enough for the outstanding customer service I received this weekend. Due to unexpected personal circumstances, I needed to change the date of a cruise I had booked for October 2027. I was incredibly stressed and fully expected the change to cost me a fortune, or to face endless hurdles trying to get it sorted. Instead, Rachel took complete ownership of the situation and made multiple calls back and forth to MSC Cruises on my behalf, working tirelessly to get everything switched over smoothly. What impressed me the most was their communication, Rachel kept me completely in the loop every step of the way so I was never left wondering what was happening. To get this level of dedication, efficiency, and genuine care on a weekend is rare. Rachel turned a highly stressful situation into an absolute breeze, and I am so grateful.
30 mai 2026
Avis spontané
Réponse de Cruise118
Dear Guest
Thank you for your review,
We are very happy to hear how well Rachel supported you during what must have been a very stressful situation. Her dedication, clear communication, and commitment to resolving everything smoothly truly make a difference, and she’ll be so pleased to know how much you appreciated her help
Once again thank you kindly for your review it is very much appreciated.
Kind Regards
Customer Relations
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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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
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