Cruise Nation

Negative experience: Currently in Narita Airport, Tokyo, on our way home, been here since 10.30am this morning and our flight isn't until 10.30pm this evening. My advice, double check the trabel arrange with Cruise Nation before booking because this is ridiculous.

Negative experience: Can't contact there partner airlines to book seats and extra baggage best i could get was a premium number that just keeps going to answer phone

Fantastic experience: Cruise nation were absolutely brilliant when we booked our cruise, they were a lot cheaper than everyone else, they kept us updated with any changes, they were easy to contact, and the cruise was absolutely amazing, thanks cruise nation, we will definitely be booking our next cruise with you.

Fantastic experience: Great service received from Mona today for our next Smart package cruise. Mona managed to successfully book up all of our specific requests.Thanks again.

Fantastic experience: The reviews below reflect my past experience with Cruise Nation's customer service, but not all representatives are unhelpful. After a recent negative interaction, I wasn’t looking forward to calling again today. However, Janine completely changed my perspective and made my day! Her kindness and exceptional service went above and beyond, and she handled my cabin change quickly and efficiently. If I ever book a cruise again, it will only be if I can speak with Janine!

Negative experience: Recommended a hotel with a hidden non-optional charge of $40 per day!!! if i had been on a ten night holiday i would have came home to a credit card bill of over $400 !! Contacted cruise nation who said i should have spoken to the hotel at check in and asked about hidden charges, yes thats fantastic advice when its 11 oclock at night and ive just flew halfway across the world, ask about a hidden charge and then what ? wander the streets with my wife and all our luggage and lose th thousands of pounds we have already paid, excellent idea thanks. When you recommend a hotel you should be aware of what that hotel has to offer, positives and negatives, you shouldnt just recommend somewhere you have no information about. before someone from cruise nation replies and says this was city tax no it was not, there was a very minimal $2 charge for city tax which is to be expected. the almost $40 hidden non-optional charge was for things we didnt need or want including daily breakfast for 3 children, i bookde through cruise nation so they knew it was for 2 ADULTS NO KIDS, why would i want somewhere with a $40 daily kids breakfast charge Unbelievable Cruise Nation refused to refund me the hidden amount i was charged saying it was my fault after they recommended the hotel, be very careful with their recommendaations expecially if its for a long stay. i paid £6500 for my holiday and they refused to refund less than £40 ! what a joke

Fantastic experience: Very helpful

Negative experience: I requested a call back which I got as I was looking for a cruise. When I received the call back the lady asked me how she could help. I explained to her I have cruised with TUI in the past and now I’m looking for deals as TUI are quite expensive at the moment. Well straight away there was nothing back to say of course let’s see how I can help etc. it was all negative from the start. She started by saying oh well I can’t think of anything off the top of my head. Why would she think of anything from the top of her head, why would she not say let’s see what we can find. So I said we are looking to go in June and I explained what we wanted, etc. Again she was quick to say oh I don’t know…. To be honest she didn’t want to help from the start so I said you haven’t been very helpful and I ended the call. I am appalled and absolutely horrified at how this lady dealt with my call. No customer care, no willingness to help absolutely nothing. It infuriates me at how people can get jobs and get away with treating customers this way. They are paid to do a job which clearly she was not doing. I am a new customer looking for some advice which was obviously too much trouble for her.

Negative experience: Just wanted to browse, they want your email address details first which I would gladly give if I found anything of interest

Negative experience: Wouldn't recommend this company to anyone. Shirley wasn't great when we were doing the booking but it got worse.... By alot... Had to try and change the booking due to date issues... absolutely impossible.. tried several times to get prices for a change to a new cruise... everything was triple the price advertised on thier website, something to do with a rebooking calculator.... rubbish. Emailed several times to the highly unhelpful Shirley to try and salvage my £1000 cancellation cost but replys took weeks and prices were ridiculous, thought she was bad then had to deal with "customer services" non existent... I'd rather pay extra ££ than book with this awful money stealing company. Do yourself a favour and book anywhere else... Wish I had.

Negative experience: Wouldn't use again we had a shocking experience. Lied too. Go elsewhere even if it costs a few £'s more.

Fantastic experience: Great cruise firm. Friendly and knowledgeable staff. Web site can be slow at times, but we always look there first when booking a cruise

Fantastic experience: Very helpful efficient staff

Negative experience: I booked a cruise and 7 nights stay at Aaron hotel in Venice well in advance. During the booking process over the phone, I requested for a twin room, this I again confirmed via email that my request is placed with the hotel. And I was told the request is sent to the hotel. When I reached the hotel said THEY HAVE NOT RECEIVED THE REQUEST FOR TWIN BED ROOM FROM CRUISE NATION. I showed my email and then hotel said it must be their supplier not forwarding the request. Cruise nation works with suppliers who deal with hotels. Cruise nation staff forwarded the request but the supplier did not. I understand the request is subject to availability but if no request is sent how can it be provided by the hotel. My agreement is with the cruise nation and not the supplier. If I would've booked it directly with the hotel, I would've asked for a twin room and made my decision accordingly. Now it gets better. There was twin room availabile. The original room was dingy n dark. I'm moved to a twin room as there was availability. There is room change charge of 25 euros. The room is the same category, but a room change charge?!!! Where I'm wasting half of my first day in Venice. It is not just about 25 euros not inconvenience of packing and unpacking. This is the response from cruise nation, when I'm asking them for their supplier to speak to the hotel to waive the charges. The customer is left on its own to deal with the hotel or to speak with the supplier. I am asking cruise nation staff why their supplier did not put the request of twin bed with the hotel and getting standard responses, not answering the direct question. Extremely disappointed. Good afternoon, The hotel supplier has advised the below. Hi Team, I can see you had requested twin beds, however all special requests are not guaranteed and are subject to availability. If the hotel charged the clients an additional £25.00 it would be a supplement directly with them, we would not get this waived as the room type you had booked at the time of booking was provided. Kindest regards Tia Cruise Nation Booking Management

Fantastic experience: Great prices on there cruise and stay smart deals and excellent customer service

Fantastic experience: Good prices and excellent customer service.Thank you

Positive experience: Get this everybody - I actually spoke to someone on the phone. 'I'm having a party.'

Positive experience: lovely day out with family, very interesting and informative of guides

Fantastic experience: Great company and staff very helpful. Always ready to answer any queries you may have. Nothing too much trouble for them.

Negative experience: The worst company I have ever dealt with. It's two days until our cruise, we have no tickets and Cruise Nation are going out of their way to be unhelpful. I'm behind on my work because I've been on hold for an hour everyday before I'm told I'll receive them tomorrow. It's been a week of tomorrows and still no ticket. Now on hold to cancel and insist on a full refund since their incompetence means we're not going to go on our trip.

Negative experience: WARNING ……this company has gone down the pan booked over 15 cruise with cruises with them over the years .the last cruise we booked was cancelled by them ,yes them ,in February 2022 .still waiting for my deposit it’s now the end of August and now they’re refusing to give me my full deposit back.trying to ring customer services is a joke you can wait up to 45 minutes to an hour I’ve emailed countless times with no replies .when I do speak to someone they give you lots of excuses ,why they haven’t rang you and promised to ring you back and they don’t .it’s a total joke and I do feel that the company is in trouble so be aware . they were quick enough to take my deposit off me.

Fantastic experience: Wish I had enough money to book hundreds of cruises through them

Fantastic experience: Karen has been absolutely amazing, juggling 2 cruise bookings at the same time with multiple requirement changes. If you can get her as your agent you will be in good hands!

Negative experience: I am currently waiting for my cruise tickets with 4 days left until we should embark. They have tried to blame the cruise company as having not released the tickets. We have spoken direct to the cruise company and our tickets are there waiting for cruise nation to request them. These are e-tickets so it really should not be that hard for someone from cruise nation to request them. Their customer service has been very poor.

Negative experience: Incredibly difficult to get through on the phone. Resorted to sending a complaint email to get a callback.

Negative experience: Been on hold over 2 hours trying to change flights - USELESS!

Negative experience: I wouldn't give Cruise Nation ANY stars, a total shambles, left to fend for ourselves when it all started going horribly wrong in embarkation resort. There are others out there that do the same thing as Cruise Nation if you want a cruise, my suggestion is to use them not Cruise Nation. You don't matter to Cruise Nation once they have your money. In the complaints process, you will at some point hit a brick wall where their ignorance prevents them from dealing with your problem, even going so far as to completely disregard their ABTA obligation to deal with complaints within 28 days. Please DO NOT USE Cruise Nation, your holiday will be ruined.

Positive experience: Great prices, very helpful. P.s. Don't leave a callback request, they never get back to you!

Positive experience: Trying to book a fly cruise isn't easy. You get plenty no fly cruises for the Caribbean but there's no option to select fly only

Negative experience: We booked our honeymoon with this organisation on the guidance of their representative Max. When we arrived at Southampton we were turned away from the MSC ship Majestic due to me not being vaccinated within the last nine months, despite Max stating this wasn’t an issue. Katie King of Cruise Nation told us that the investigation would take 28 days, this was 53 days ago and despite many Emails, most of which have been ignored, we have not had anything more than “it’s been escalated”. This company are a disgrace! Avoid at all costs.

Negative experience: Recently booked a first cruise and stay deal for a 10 night cruise with Cruise Nation. Had a displeasure of dealing with Kayleigh, who was not the friendliest initially. However, things got worse when the cruise confirmation came though the email and there were a few errors in our booking. Regarding flights and dining times. I got in touch again to rectify this and felt under a verbal attack from Kayleigh who insisted she didn't do anything wrong and its all my fault. I was gobsmacked and felt that I had, what I could genuinely call, the worst customer service experience in my life. Especially where a large sum of money is involved too. I ended up having to write an email of complaint as Kayleigh didn't want to help me any further. They got back in touch without an apology or acknowledgement of the poor service I was given. They have offered to change flights for an additional payment, but didn't even say sorry for the shocking time I had with their customer service agent. I will never choose this company again, and can't say I even look forward to our honeymoon cruise as the whole experience left a bitter taste in my mouth. Avoid!!!

Fantastic experience: I love this company. They do great deals. I've been using them for years. They put cruise packages together covering hotel stays and flights and the cruise. So many choices. Great customer service.

Fantastic experience: Geros kainos

Negative experience: Your website is absolutely rubbish don’t load tried to book a cruise a few times I really hope when I call you don’t try charging me a booking fee or I will be calling rip off Britain.

Fantastic experience: Friendly professional team of focused travel agents

Fantastic experience: Looked after, everything explained.

Fantastic experience: Excellent service first class customer service

Fantastic experience: Great deals. Only negative is difficult to contact with queires or advice at times.

Fantastic experience: Have been on several cruises with this company i can't fault the service. Going to Singapore and Emirates altered our flights it meant hanging around for 15hrs. Andrea and Joanne from Swansea office sorted it all out for us. First class service as always keep up the good work.

Fantastic experience: The cruise line had to make significant changes to our holiday, but Cruisenation's Customer Services were excellent in responding to the ever shifting itinerary and disembarkation port. A special thank you to Debbie, who reassured us she'd get us home.

Fantastic experience: I've had 2 Mediterranean cruises now with Costa and planning on another one later on this year visiting Venice, Split, Dubrovnik etc. They are such amazing value for money, hassel free and just a phone call away to an English speaking agent who will answer all your questions and also offer other options you may have forgotten to ask about. Can't fault this company

Negative experience: On first booking the sales staff were very good and helpful, this is where it ended. I tried on numerous occasions to telephone customer services and never got through to them. I left call back messages but they did not get back to me. I have now been back from my cruise for over a month and still not had a reply. Its a good thing I was able to sort out my queries without their help. My telephone calls from Spain cost me about 70- euros and for what - nothing. I would never use this company again and would not recommend them, especially if you had queries for their after sales/customer services staff. I have booked cruises through other companies and have never had this problem before.

Fantastic experience: Very much enjoyed a cruise to the Far East in 2018 booked through Cruise Nation, and have booked another trip through this company for 2020. On both occasions, I found the customer services very efficient and friendly. Overall, excellent.

Positive experience: Very good service, flexibility on allowing us to book flights from our local airport when they came available was a big plus for us. Would recommend as their price has been unbeatable on most cruises I’ve checked on and booked over the last 3 or 4 cruises.

Fantastic experience: Cruise Nation offer a wide range of excellent cruise packages at competitive prices. Staff are helpful and professional and there is a flexibility with the offers that means every requirement is met. Highly recommendable.

Fantastic experience: Have booked with Cruise Nation, several times in the last 5 years. Excellent service, value, and efficient in every way. Would always recommend, booking with them to family and friends.

Positive experience: Been using Cruise Nation for a few years now with no complaints. Very friendly and helpful staff. Combining flights, hotels and cruises is their forte...

Positive experience: Have used Cruise Nation in the past and find them very efficient. The only thing is they are slow at answering the phone sometimes which can be frustrating.

Positive experience: Hi I have booked a cruise in march, no problems, but have also made 2 e/mail enquires but never had any replies. So now I have booked 2 other cruises with other companies so your company has missed out on about £6000.

Positive experience: I've used Cruise Nation a few times and find their 'packages' excellent. Only down side is that after booking, they're really hard to speak with (unless you're happy to be 'on hold' for ages..... I'll still use them in future though.

Fantastic experience: 12 cruises in 6 years.... I booked my 1st cruise with these guys for my 50th Birthday..' I'm HOOKED' All of my other cruises have been sorted out by Cruise Nation ... Great Service and Great Value. Here's to my next 12........Thank You

Fantastic experience: Very good service each time I've contacted staff by email, always had a satisfied reply within 3 days. Phoned recently and spoke to Sam, she directed me accurately to the service I required. You can't ask for more.

Fantastic experience: Cruise nation is a fab u lous company to cruise with. The staff go the extra mile to fit the cruise to your requirements.we always book our cruise with them.xxx

Positive experience: We've booked several cruises with Cruise Nation as they usually have the best prices. Everything has always been good however my only criticism would be that once you've booked, they are very difficult to speak to. So if you want to check something with them, your chances of getting resolution are minimal.

Fantastic experience: Really good service always helpful they make every effort to get you what you want

Fantastic experience: Excellent service helpful and friendly staff. Would highly recommend this company. Looking forward to booking many more cruises with Cruise Nation. Thank you .

Negative experience: I was disappointed, I tried to book a cruise online, but it said I had to phone them direct. I could not get through, the option on the phone was a call back. But I never received a callback . Normal a much better service Disappointed

Fantastic experience: Very efficient and always very competitive on price.

Fantastic experience: No problems at with cruise nation sorted things all problems for me when I was unable to contact the cruise company

Fantastic experience: Amazing staff lovely friendly people.

Fantastic experience: Great value and service

Negative experience: They are in breach of GDPR - Storing my card details and taken payment without authority, when approached they claim this is acceptable. The last holiday I booked with them they made a mistake.

Negative experience: Not easy to get through to the right person,

Negative experience: this company has the worst customer service I have come across. The phone lines are supposed to be open on Sunday but just try getting through to anyone. If you email them you will b lucky to get a reply to your enquiry..Steer clear....I would never book through them again

Negative experience: Would never recommend this company to anyone. It's been an absolute hassle from the start, and I've not even finished yet! Booked a cruise through cruise nation, and have had nothing but hassle. Let me start by saying the price of the cruise is not what it seems, there's a lot more to it than what they give you at face value and nobody informs you of this.. Especially if you're a first time cruiser. I've travelled extensively and have never had to pay such extortionate prices for such basic things. Now this is where it becomes a complete shambles, they changed the flight time and our arrival airport (I understand this is the airlines fault). However, you would assume that alternative transport would be arranged to your destination like any normal civilised tour operator, I mean even when there's a train cancellation they tend to have a bus replacement service. Was notified in December of this change, and called a week ago to confirm alternative transfer had been arranged, and was told they were going to get a call back which didn't happen (Surprise, surprise especially after reading other reviews). Called this evening to see what happened to this phone call, and further enquire about our transport only to be told as I hadn't contacted them within a reasonable time after the first notification they are happy to arrange a transfer for us, but we must pay! Nowhere on the email did it state we have a time frame to contact them (Due to personal circumstances, we all have busy lives and things going on). The person on the other end of the phone was just plain rude and held *us* accountable, and not only that talked over us when trying to speak. Nothing was resolved, if I'm honest it's put us off booking a cruise through this joke of a company ever again. Would be glad to have a full refund or just see this through and never have to deal with this company ever again! AVOID AT ALL COSTS.

Positive experience: Avoid. Booked cruise with flights. Emailed them twice when flights were released at 11 months before cruise to chase them to book flights. Told all will be fine...ended up with horrible flights as they took too long to book. If I booked flights myself I'd have been able to get direct flights at same price as i had to pay them. Now have horrible journey. Then emailed to upgrade cabin. Over a week and still waiting for upgrade...whilst watching cabins sell out...keep hearing excuses for wait. Wish I'd have booked everything myself.

Negative experience: Poor customer service , they say they will come back to you and they don’t . Waste of time, avoid !

Negative experience: Appalling customer service, quick to take your money but then will gladly ignore you if you have a problem about your expensive cruise that you booked with them. Helen fox has been useless. They never ring, email or reply to your messages. Customer service is non existent and they fob you off when you ring, saying they have passed it to a certain department. AVOID THIS CRUISE WEBSITE AND BOOK WITH A BIGGER COMPANY WHO TAKE YOUR PROBLEMS SERIOUSLY

Negative experience: i cancel my booking because of some reason no one help for and no body reply on my email

Fantastic experience: Fab company .amazing staff

Negative experience: DO NOT USE THIS COMPANY if you want any replies to complaints from customer services or you do not want to be ripped off by inflated prices for transfer's. I wrote a letter of complaint to The Managing Director Phil Evans approximately 1 month ago , it was passed on to Customer Services & After Sales Manager Lindsey Coleman as the MD showed little interest in replying personally.All i have been promised is a reply to my complaint which has never happened.That show's his commitment to customer service in itself " cannot be bothered " My complaint is one of the many, see and google the travel expert Simon Calder on Cruise Nation. He comments on hidden charges.My transfer charges were extortionate.The travel times were no where near as printed and in itself badly timed for pick up's i.e missing out on morning breakfasts.I think i could have payed half the £170-00 Cruise Nation charged by doing the transfers myself. When booking because i had a very bad back problem i was assured they booked me an aisle seat for easy access .What happened on the outward and inward bound flights " yes i was given a window seat" As other previous customer's have said on there Facebook site 16th Oct , they manage to bombard you with e-mails of offer's but yet fail to reply to your phone call's. Personally i think there conduct is scandalous especially their Customer Services.If could have given the option of 0 stars i would have done that.

Fantastic experience: Used this company in April for Caribbean Cruise on Independence of the seas. Everything was brilliant. I cannot fault their prices...so competitive.

Fantastic experience: Great service at a good price