Our customer agent Jacob was absolutely amazing. He is so professional, friendly and an absolute credit to his company. Through his expertise he has presented us with a dream cruise at a really good p... See more
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
We have just booked our very first cruise with Cruise 118 and it was so smooth and easy that we couldn't fail to highly recommend them to everyone. The concierge( Jason Harris) was just so pleasant an... See more
Company replied
I have used Cruise 118 for booking my cruises, twice yearly for a long period of time and wouldn’t use any other company.Excellent service Extremely reliable and helpful in anyway you need. Personall... See more
Company replied
As first time cruise customers we had a lot of uncertainty about the process. We were assisted at every stage by Lisa Paterson. She is quickly available and always helpful and friendly, resolved all o... See more
Company replied
Company details
Information provided by various external sources
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.
Contact info
Unit 4, Doncaster House, PR6 9FE, Chorley, United Kingdom
- feedback@cruises.com
- cruise118.com
4.8
Excellent
4K reviews
Replied to 91% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I useed this company over 10 years ago…
I useed this company over 10 years ago & it was great not this time around i have biiked a cruise via them i was never informed that we could have spread the cost of our total until after it was paid off in full & now i find i can not log in to manager my booking i did phone them & was informed they would look in to it & phone me back but i have hear northing from them what a joke this company is now.
April 16, 2026
Unprompted review
Brilliant customer service experience
Great experience with the online chat and email follow-up
April 17, 2026
Unprompted review
Reply from Cruise118
Dear Valued Guest,
Thank you for your 5‑star review.
We are delighted to hear that you had a great experience using our online chat and that the email follow‑up was helpful. We really appreciate you taking the time to share your feedback.
Thank you once again.
Kind Regards
Customer Relations.
I have been really impressed with the high level of customer service
I have been really impressed at the customer service levels I have received. Quick to respond and followed up immediately. Would highly recommend
April 16, 2026
Unprompted review
Reply from Cruise118
Dear Allison
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
Brittany and Katjar.
Brittany and Katjar.
Had help to book from both of these ladies.
Fantastic telephone manner. So polite and helpful.
Very professional and knowledgeable.
Nothing too much trouble for the girls.
Can’t praise them highly enough.
A credit to there organisation.
One very happy customer
Chris from Northumberland.
April 13, 2026
Unprompted review
Reply from Cruise118
Hello Chris,
Thank you so much for taking the time to leave such a wonderful review.
We’re absolutely delighted to hear that Brittany and Katya provided you with such fantastic support when booking your cruise. Your kind words about their professionalism, knowledge, and telephone manner will mean a great deal to them, and we’ll be sure to pass on your praise.
It’s always our aim to make the booking process as smooth and enjoyable as possible, so it’s lovely to know they were able to help.
Thank you again for choosing Cruise118, and we hope you have an amazing cruise.
Many thanks
Customer Relations
Disgusted with cruise 118 website and…
Disgusted with cruise 118 website and dealing with staff. Wanted to book celebritycruise. Selected balcony and was allocated room 7104 and Website said up to £500 onboard credit. But when I rang to confirm this the member of staff said there was no onboard credit at all. Cruise118 very happy to deceive customers. This must surely be a trading standards issue. I have now booked the same cruise with Iglu, won’t be using Cruise118 again.
April 14, 2026
Unprompted review
Reply from Cruise118
Hello Suzanne
Thank you for taking the time to leave your feedback. We are sorry to hear about your disappointment and appreciate the opportunity to clarify the situation.
Onboard credit promotions shown on our website are always subject to specific terms and conditions, including availability, cruise line offers at the time of booking, and fare type selected. These details are outlined on our website, and promotions can change or be withdrawn by the cruise line without prior notice.
We take transparency very seriously and have no intention to mislead our customers. If you would like us to review your booking query in more detail or address any outstanding concerns, we would be happy to do so.
Many thanks
Customer Relations Team
I had all the help I needed
I had all the help I needed and was treated in a very polite and respectful manner
April 14, 2026
Unprompted review
Reply from Cruise118
Dear Guest
Thank you for your review,
We are happy to hear that you received all the help you needed and were treated in a polite and respectful manner. Providing excellent service is always our priority, and it’s lovely to know we met your expectations.
Once again thank you kindly for your review it is very much appreciated.
Kind Regards
Customer Relations
Poor afterservice.
Great company when selling you a cruise but terrible customer service for any changes. They have spelt my wife's name wrong on 2 x booked cruises coming up. Only just noticed when looking at some dates. Its Impossible to change on line. I Phoned up, left on hold for ages then get cut off. So i tried the live web chat, thats a complete waste of time. Keeps telling you an agent will be with you soon. You keep waiting, then it says end of chat !! Not happy with this company and cannot recommend due to the afterservice.
April 13, 2026
Unprompted review
Reply from Cruise118
Dear Valued Guest,
Thank you for taking the time to share your feedback.
We are genuinely sorry to hear about your experience. We fully understand how frustrating it must be to encounter difficulties when trying to make amendments, particularly regarding something as important as passenger name details.
We are very sorry that you experienced long wait times and issues with both phone and live chat support. This is certainly not the level of after‑sales service we aim to provide, and your comments have been noted so they can be reviewed internally.
We would welcome the opportunity to resolve this matter for you. Please contact our Customer Relations team directly via email - customer.relations@worldtravelholdings.co.uk, quoting your booking reference, so we can review the name amendments and assist you further.
We will await your response.
Kind Regards
Customer Relations.
Fantastic customer service
I could have tried different companies but having had a long and very informative conversation with Jennifer who is a delight to talk with , I have booked today with what I believe is a very reasonable price . Nothing is too much trouble and she was very patient explaining everything.
I would definitely recommend Jennifer and Cruise118 .
April 12, 2026
Unprompted review
Reply from Cruise118
Dear Valued Guest,
Thank you for your wonderful 5‑star review.
We are delighted to hear that Jennifer provided such informative, patient, and friendly service, and that you felt confident booking with us at a reasonable price. We will be sure to pass on your kind comments to her.
We really appreciate your recommendation and thank you for choosing Cruise118.
Kind Regards
Customer Relations.
Paula Molloy is all efficient friendly…
Paula Molloy is all efficient friendly and quick at dealing with our bookings
April 3, 2026
Unprompted review
Reply from Cruise118
Dear Valued Guest,
Thank you for your 5‑star review.
We are delighted to hear that Paula provided such efficient, friendly, and prompt service when handling your bookings. We will be sure to pass on your kind comments to her. We really appreciate you taking the time to share your experience.
Thank you once again.
Kind Regards
Customer Relations.
full details on booking confirmation
Contact was quick and easy to navigate on Live chat. The agent was concise and speedy to reply to my questions and my suggestions.
April 11, 2026
Unprompted review
Reply from Cruise118
Dear Valued Guest,
Thank you for your 5‑star review.
We are pleased to hear that contacting us via live chat was quick and easy, and that our agent responded promptly and clearly to your questions and suggestions.
We really appreciate you taking the time to share your experience.
Thank you once again.
Kind Regards
Customer Relations.
Our customer agent Jacob was absolutely…
Our customer agent Jacob was absolutely amazing. He is so professional, friendly and an absolute credit to his company. Through his expertise he has presented us with a dream cruise at a really good price. Well done Jacob
April 10, 2026
Unprompted review
Reply from Cruise118
Dear Valued Guest,
Thank you for your fantastic 5‑star review.
We are delighted to hear that Jacob provided such professional and friendly service and helped you find your dream cruise at a great price.
Rest assured we will be sure to pass your kind comments on to him, he will be thrilled. We really appreciate you taking the time to share your experience.
Thank you once again.
Kind Regards
Customer Relations.
I have used Cruise 118 for booking all my cruises …
I have used Cruise 118 for booking my cruises, twice yearly for a long period of time and wouldn’t use any other company.Excellent service Extremely reliable and helpful in anyway you need. Personally l cannot fault the company or the staff at the end of the phone,when booking with Cruise 118,they are so helpful with any difficulties you might have,giving helpful advice with completing any part of your Cruise.l fully recommend Cruise 118 and wouldn’t use any other company.
April 7, 2026
Unprompted review
Reply from 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 your experience of booking with us and the service delivered.
Once again thank you for your review it is very much appreciated.
Kind Regards
Customer Relations
Absolutely 5 star service
Absolutely 5 star service. Recommend anyone to book with them. Had an issue with change of circumstances and needed to change cabins. Sinead was amazing at sorting things out. 10/10. Super star.
April 7, 2026
Unprompted review
Reply from Cruise118
Dear Valued Guest,
Thank you for your fantastic 5‑star review!
Wea re absolutely delighted to read your comments and truly appreciate the recommendation. We understand that changes in circumstances can be stressful, so it is great to hear that Sinead was able to step in and resolve the cabin changes smoothly for you.
Your “10/10” and super star praise will mean a great deal to her, and we will be sure to share your feedback. Thank you for choosing to sail with Cruise 118, we look forward to supporting you again in the future.
Kind Regards
Customer Relations.
Terrible company and organisation
The cruise company deemed it suitable for us to wait int the airport for 12 hours before our flight. Oh and they ignored our complaint upon arriving home just fobbed us off... The airport was not equipped with lockers so that we could leave our luggage and explore but instead we were stuck in a 3rd world airport for a solid 12 hours with nothing to do... I will never pick this cruise company.... Try Love It Book It they have a trip organised on the last day if your flight is later on.... They are great
April 19, 2025
Unprompted review
Reply from Cruise118
Dear Guest,
Thank you for taking the time to leave your feedback. We’re genuinely sorry to hear about your experience and appreciate you bringing this to our attention.
We understand how frustrating and uncomfortable a long wait at the airport can be, particularly when facilities are limited. We appreciate how disappointing this must have felt after your cruise and are sorry that the arrangements did not meet your expectations.
Cruise line flight schedules and airport arrangements are sometimes limited due to operational constraints, however we do expect any concerns raised to be handled thoroughly and respectfully.
We are sorry if you felt your complaint was not addressed appropriately, if you have not already contacted us at Customer Relations, please do so on the following email address -customer.relations@worldtravelholdings.co.uk
Kind regards,
Customer Relations Team
Excellent communication and…
Excellent communication and understanding of our needs by Scarlett. We did not book on this occasion but will definitely be contacting her for future bookings.
April 6, 2026
Unprompted review
Reply from Cruise118
Dear Pete
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 Scarlett recently.
Once again thank you for your review it is very much appreciated.
Kind Regards
Customer Relations
All ok done online
April 4, 2026
Unprompted review
Reply from Cruise118
Dear Valued Guest,
Thank you for your review!
We are pleased to hear that everything went smoothly with your online booking. We aim to make the process as straightforward and hassle‑free as possible, so your feedback is appreciated.
Thank you once again.
Kind Regards
Customer Relations.
Why have you not published my poor…
Why have you not published my poor review. And critisizm of your agent.
April 6, 2026
Unprompted review
Reply from Cruise118
Dear Valued Guest,
Thank you for taking the time to leave your feedback.
We would like to clarify that we do not have the ability to choose which reviews are published on Trustpilot. All reviews are moderated independently by Trustpilot in line with their published guidelines, and any delay or non‑publication is handled directly by them rather than by ourselves.
We are very sorry to hear that you were unhappy with your experience and with the service provided. If you would be willing to contact us directly at customer.relations@worldtravelholdings.co.uk, we would welcome the opportunity to review your concerns in detail.
Your feedback is important to us, and we are always keen to understand where things may not have met expectations so that we can improve.
Kind regards,
Customer Relations
Reply from Cruise118
Dear Valued Guest,
Thank you very much for your 5‑star review.
We are delighted to hear that you found the service extremely helpful, and we really appreciate your recommendation.
Thank you once again and thank you for choosing to sail with Cruise118!
Kind Regards
Customer Relations.
Prompt and helpful
Prompt and helpful. I have used 118 several times and always had a good service from helpful and knowledgeable staff
Thank you
April 4, 2026
Unprompted review
Reply from 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 recently.
Once again thank you for your review it is very much appreciated.
Kind Regards
Customer Relations
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