Cruise1st

Negative experience: Trying to get a refund of a deposit for my father as my mother passed suddenly at Christmas. Dealing with an agent called Wendy, who never answers the phone! We are now in April. I wouldn't use this company

Negative experience: missold us a £12 000 cruise. my step father was told he couldnt take his wheelchair on the cruise after paying the money in full. the cruise company P &O have told us during the cruise that we should have been offered and entitled to a full refund or alternative cruise, yet "Stuart" from cruise1st said we would loose the money if we didn't go on the cruise. he never offered us the refund before the cruise despite the policy for disabled people changed after we had paid in full. my step father couldnt get about with no wheelchair in the ports. this ruined our holiday. cruise1st won't give us the telephone recordings as these would prove their negligence and mis representation under the sales of goods act

Fantastic experience: Used to be great to go and plan your cruise. Don’t go there now it’s gone !!!! Travelled there last weekend only to find the shop closed in Covid. The business is now on line and on the phone. Still a great way to plan a cruise holiday tho

Negative experience: PLEASE DO NOT BOOK WITH THIS COMPANY! I booked my honeymoon and that was a mistake. When booking they are very attentive but after that you have no hope of getting a response or an actual resolution to a query. We had issues on our trip and when I contacted them on my return, they literally couldn’t care less.

Negative experience: Please don’t use this company for your next cruise holiday. We have booked with them. The customer service person (Devel) sold our tickets for Royal Princess. They charged us extra fee to secure a midship cabin, which when we went to the cruise we were at front ship and they couldn’t change because ship was full! He said to us, this is a kids and family friendly with water slides in there and tbere was no water slides at all. Royal princess is full of elderly and most of the programs are for Adults only . Not happy with our cruise holiday and not recommending this company to anyone!

Negative experience: Do not use this company. They will be all smiles and joy whilst you make your booking over the telephone, but as soon as they have your money the customer service stops. To make any changes, including adding flights and to even spend more money with them, it's all email. With an average 3-4 day response time, so you can miss out on flight deals, if you think of a question, call them up, nope they will not answer, you have to email. The after sales customer service is so incredibly poor, avoid them.

Fantastic experience: Where do I even begin with the most pleasant,stressfree holiday I've ever booked,and it's all due to freddie/adam. I wanted to book a alaskan criuse, and stay overs in a few American states. He could not of helped me anymore than he did, with not only answering all my stupid questions and queries. He had such patience and lovely telephone manor without making me feel like I was asking too many questions. I've booked alot of holidays over the years but after four telephone conversations with Freddie he's been the best booking holiday experience I've had. I hope cruise1st reads customers reviews because I had previously spoken with iglu cruises but didnt book with them, because once I spoke with Freddie I could not have booked my dream holiday with anyone else. This man is a credit to your company and if you were to do a undercover phone call with him you would understand what a fab employee you have. He went above and beyond to give me that feel good feeling.

Negative experience: Like others have said, all good until you pay the deposit then customer service won't reply at all. If you want to amend you have to email them and it costs you £75 each amendment, if you want to cancel you also have to pay £75 on top of losing the deposit. I will never use this company again.

Fantastic experience: Have just had the most wonderful experience with Lesley in after sales. A long call, which was completed in full, professionally, and with great speed. As Head of Customer, Lesley would be welcome to join my team any time. Thank you, Lesley, for your patience and support. I hope you get to see this. Ben

Negative experience: Absolutely terrible service from the booking team, Peter goodwin was just hungry for us to make our booking and then once we payed he’s disappeared on us providing us with no additional support especially just after the hurricane we had questions that never got answered, he said drinks are included just branded drinks will have a charge that was a lie as we are paying $6 for a small bottle of water, absolutely appalled by their service will avoid like the plague, so many better companies to book with take some extra time to find them, 1st cruise just money grabbing no help.

Negative experience: I’ve rang twice now to enquire about a cruise. They said they would email me all the details of potential cruises …. Still waiting for the email. Shocking service!

Negative experience: Disgusting! The room we were booked into was absolutely horrific. No front desk, dirty construction site, like absolutely appalling

Negative experience: Just had a call with an agent about an offer i received from them. Have never spoken to someone that sounded so disinterested. Elsewhere in future. I wish i could find how to stop there junk mail

Negative experience: Be very careful when choosing this company. Any amendments or upgrades you wish to make are at a hefty price - their amendments teams and customer service take literally weeks to respond. The girls on the phone were pleasant but unfortunately unless you are making that initial booking.. NO ONE wants to know, or help (unless you pay yet another fee) - I finally just gave in today and sucked up the consequences. The entire chain of emails is shocking. £625 they have had from me - I was at £550 but even to cancel it, I had to endure yet further emails, a phone call and another kick in the teeth of £75. Read the reviews folks - dont get your fingers burned.

Negative experience: Will have second thoughts booking with this cruise company. Booked a cruise around Australia (in may) with a balcony cabin. With a four day stay in Sydney, with the expectation that the hotel would be 4 star as mentioned. The hotel Great Southern hotel Sydney was the worst experience I have had with any hotel. Refused to take luggage to the room, room was not cleaned for duration of stay, no clean towels provided in room had to go reception to collect. Breakfast was poor and an absolute terrible start to the journey. For a reputable company like Cruise 1st I would have expected a better rated hotel in the centre of Sydney especially as I am a returning customer. The company should not advertise this hotel as 4 star.

Positive experience: I have booked many cruises with cruise 1st. Never a straightforward cruise, always with add ons. Have just booked with a rival company as cruise 1st could not on this occasion match the trip. The rival asked me to review them. Doing so was shocked to see so many poor reviews for cruise 1st. My experience of cruise first has always been positive. Very friendly, chatty advisors. Always happy to look for offers/options. Only one negative ever and that was trying to amend an Australian cruise. It took a LOT of calls and emails before it was done as it is "after sales". However. Even she , when she eventually got back to me, was very friendly and helpful. Can't usually be beaten on price for what I want. I have three "go to's" for booking and cruise 1st mostly come out top for me. Lost the star only for difficulty amending once booked. Thank you

Negative experience: They advertise low prices on their TV programme. You call them and they say the prices don’t exist they went a week ago .

Negative experience: Poor. Contacted them initially by telephone to enquire about a couples Carribbean cruise for 2025 Gave my details and what our requirements were. Asked for a call back to discuss holidays which never happened. I chased up with a second call a few days later and was assured the aame advisor would call me back. Again this never happened. Not a good experience and now taking custom elsewhere. Their loss.

Negative experience: My experience was amazing prior to booking but it transpired I was misled and the customer service ever since has not been forthcoming. Such a shame because my initial experience was so good.

Negative experience: We booked a cruise 2 weeks before the departure date. First problem was that we didn’t get our MSC reference number to log into the app for a few days and then when we did, the agent had spelt one of our names wrong, we did spell this phonetically but still wrong. This took about 4 days to get changed, countless phone calls and getting no where fast, told they would call us back and never did, then told to send email and automated response said wait time was 10 days, when we didn’t have 10 days. Finally this was corrected. We then had problems doing the check in on MSC app that took days to get sorted. Once this was done, MSC told us to call the TA to send documents, which we did. They said we would get them in morning but low and behold no docs. First they said they had been sent and then said they were waiting on MSC to get back to them when MSC had already sent us a email saying they had sent them. This went on for another couple of days and numerous calls to MSC and cruise1st saying they had emailed MSC. I tried telling them to call MSC but they wouldn’t and said to just wait and to call back at 4pm if we hadn’t received them. 4pm came, still no tickets so called TA again and they were closed, I’m sure the agent is well aware of their opening hours, is this the level of professionalism they go by? I was told the problem was because I had booked at short notice, like it was my fault, isn’t this what a last minute deal is all about. We EVENTUALLY got our tickets today, after numerous daily calls and emails to them and we leave in 4 days. Going on holiday is supposed to be an exciting time but for us it was just stressful on whether we would be able to travel or not. I would not recommend cruise1st and certainly won’t use again. I don’t think they could organise a jamboree in a brewery and I wouldn’t trust them with organising a funeral for a dead budgerigar. Staff don’t keep you in the loop with regards to amendments and just left it without failing to notify us that they couldn’t do it and also don’t return your calls when they say they will. Just glad to finally have the tickets and know that we are going now. It has been a far from a pleasant experience and I feel I could have swam round Northern Europe in the time it has took them to fix problems and issue tickets. It could have been handled a whole lot better.

Negative experience: We booked our cruise through cruise 1st paid in full but there have been a total of six changes to the cruise booked and not one email to inform us of the changes, we found out via cruise critic . There have now been 2 flight changes that 2 of our party have been informed of the other 2 have not . We have emailed 3 times and not received any reply and spent a total of 3 hours on four separate occasions trying to speak to someone . Our cruise is in 9 weeks and we haven’t a clue what is happening Terrible customer service they take your money and do nothing I advise you find a reputable travel agent

Negative experience: I'm totally disgusted the fact I have booked a cruise for Oct 2025 and to cancel my booking not only losing the deposit they want to add £75 cancellation fee. The holiday is double the price now and its 2yrs away how can they do this. They say claim on your insurance. You can't even get travel insurance more than 12months away. JOKE

Positive experience: I cannot go lower than one star but would if I could. Recently cancelled a cruise and was advised of the charges, loss of deposit and admin charge. Agreed this but then a few days later an e-mail from them stating that the cruise has been cancelled but and extra £417 has been taken as loss of deposit, which I did not agree to, nor was I advised. I am awaiting a reply, but if not refunded the difference then legal action will follow. Be careful in your dealings with the company. 12/12/2023 I have increased my stars as Michelle has resolved the issue and no monies lost. Thank you Michelle.

Negative experience: tried ringing and emailing to amend a cruise. no one gets back thinking of cancelling they may contact me then

Fantastic experience: Fantastic staff, so friendly and knowledgeable. Nothing was too much trouble.

Fantastic experience: Just spoke you a chap called Kevin in customer service, so helpful and willing to help, polite, professional and able. Excellent Customer Service!

Negative experience: Still waiting for my refund for over a year. Agreed in first week of July 2023 now September 2023 and completely ignored.

Negative experience: Quick to charge without much service. Misinformed me while booking, so I had to call and discuss options. Were clueless when I asked for help with my problem I had just before embarkation. I'll better book directly next time without the middleman.

Positive experience: Just come back from a cruise Singapore to Japan. The cruise itself was great but the hotels in both Singapore and especially in Tokyo were soooo far away from the city. Tokyo cost us $A200 each way from the airport to the hotel, booked a twin room and had to pay the difference of $60 per person per night because double had been requested but not honoured. Trips on the ship were incorrectly noted: mild walking should have been at least "moderate", wheelchair couple could not even begin this tour. Better organisation required from Cruise1st I think.

Negative experience: On a slightly different note, does anyone know how to stop their spam emails. I get one a day and the Unsubscribe link in their email conveniently doesn't work. I have tried customer services who said they would sort it, still waiting... All rather annoying as I never signed up for the emails in the first place and given their poor reviews I can't see me ever using their services. A week since I posted my comments plus a further two phone calls and nothing has changed. They must be desperate for sales which is a bit of a worry.

Fantastic experience: lovely holiday company had 4 holidays with them

Fantastic experience: I booked with Cruise 1st in January 2023 and have just returned from that holiday which was with MSC. Cruise 1st were fantastic answering any questions/emails the same day. And must add that we got a really good deal. Better price than if we had booked direct with MSC Thank you Cruise 1st. We'll be booking with you again for our next Cruise.

Negative experience: Booked Cruise and Tour in dec 2022 for March 2024, as flights were not out Patricia said that she would get intouch with us when the flights were available also wanted to add additional night onto end of cruise to explore seoul. Now we have to get intouch with customer service team not dealing direct with agent that we booked with ?. Looks like when they have your deposit you are forgotten about. After leaving details with customers services still awaiting answer mysteriously they cannot accept a phone call all by email, looks like we will be losing our deposit. Lesson learned never again Cruise 1st.

Negative experience: I booked 3 cruises with this company but will not be booking anymore. Communication between departments is nil. Emails are not dealt with for weeks customer services are a waste of time as they say email. Flight team do not read requests on booking. Amendment team emailed flight change on Fri 4 30 then you can't contact till Monday and they have to reprice again?! Why can't these people pick up a phone

Negative experience: Booked two weeks cruise with cruise 1st booked and paid then two find out it’s £220 cheaper per person but they will not price match given me an load of rubbish about contact with msc not with them its funny I booked with them no customer loyalty so next time book with some one else

Fantastic experience: Great service from Cruise 1st!

Fantastic experience: Use this company all the time for my holidays great prices

Positive experience: I’ve used Cruise 1st a couple of times in the past and had no problems. The last time was just before COVID. I’m planning another cruise and tried to contact cruise 1st by email. I’ve not had a response. Is this due to losing staff after COVID? This prompted me to look at reviews and I was surprised to see they were so poor. Needless to say I’ll be looking elsewhere.

Negative experience: Misleading prices to attract the customers and beat their competitors then increase their price when payment is due. They had an online price of £4800. I booked online then they said it was only available for £6000. They tried to play it down as errors and availability but people aren't stupid. They should not be allowed to use this practice and should be denied advertising until they prove integrity. Where are Trading Standards and Advertising Standards Authority?

Fantastic experience: When I search for cruise departing from UK, I find this website. And I aware it has office in Manchester which is close to me. However, the score of review was not good. As customer who finished trip and back for review, I can confirm this agent is trustworthy. My agent named Norah, always quick response for helping me design route and stay etc. My experience is smooth and there were no problems or difficulties for after payment amend. I do recommend my friend who like to try cruise and I may plan my travel with this agent again.

Fantastic experience: Fantastic holiday company unbaleavable deals

Positive experience: My mum and dad booked with this company to go on royal carribean in Oct 2022 and the cruise was great but very disappointed when there were 16 pound gratitude were charged every day and sometimes twice a day I emailed cruise 1st about this and answer was you were told about this when booking which was a total lie.

Negative experience: would not add a star as my experience with cruise 1st is disgusting booked a cruise through them and paid a deposit after seeing it advertised, just got a email to say it has now been cancelled. Completely false advertising by this company do not book through them as they take your deposit then offer you a cruise shorter to a completely different place. Think a visit to trading standards is in order for false advertising.

Fantastic experience: Top class service

Negative experience: If it's just a cruise from the UK your after then Cruise1st were fine. If, however, you've got your heart set on the holiday of a lifetime requiring personalised flights, which Derek flags up time and time again on the TV sales show, then think again. Our trip was booked in January 2022 for January 2023 with a request for a longer stay in Auckland to see family. This was to lead to a fabulous cruise and flight home from Sydney. Requests included extra leg room seats in Economy for 2 people and Business class for 1 person. As with all trips booked well in advance we knew we would have to wait for flight confirmation. In September we started chasing up the flight confirmation, knowing full well that by this time any deals would have long sold out. Skip to October and the flight options were offered to us...13th October to be precise. The options involve either multiple stops and changes or price increases of £340 for economy and up to £6,894 for Business. If you do book a fly cruise deal don't expect the flight part to be as easy as the cruise! Final balance payment has been demanded with the threat of holiday cancellation...deposit £2,000 non refundable...and still no flight confirmed. So very stressed! A quick update 14th October...flights confirmed but my Business seat supplement went up to £8168 !!!!! Ridiculous. I'm going to have to amend my September 2023 cruise until 2024, which is fine but I'll probably just lose my deposit and call it quits!

Negative experience: Very poor communication. Very good until you pay your balance, then very difficult to communicate with them.

Positive experience: Very hard to contact if you have a question about your booking. Long period on hold without getting an answer so rang off.

Negative experience: Horrendous when trying to speak to a Human Being, let you hold forever before cutting you off.We have Booked many times usually not a problem but this year, awful

Negative experience: I have been trying to contact cruise 1st for 3 weeks now, I need to change my booking, when you ring the customer service number it asks you to email, I have sent numerous emails and nobody has bothered to contact me. I decided to ring the booking number, they answer the phone obviously because they want new bookings,. They too direct you to email., saying they will get back to you as they are very busy ( so are all of us)This compay are terrible, they get your deposit and then leave you. I need to change this booking to bring the cruise forward. I will never use them again, and do not recommend them.

Fantastic experience: Don't book a cruise with anyone else

Negative experience: Booking a cruise is EASY with cruise 1st getting them to deal with issues on an existing booking is almost impossible. Every time you try to contact Customer Services they are closed. I have been trying since 24/June/2022 to resolve an issue and I am still waiting?

Negative experience: They don't really help once you have booked. It's all so impersonal, issues with tickets,requested traditional paper tickets. I had no printer. So had to go with email tickets. Caused me concern. On tenterhooks, tickets came late. A worrying experience. Not recommended. A lady named Rachael saved the day. By sending email tickets. I was told traditional tickets were in post, they have not come yet. Not good enough.

Fantastic experience: Amazing company please offer me a free holiday I have been with your company twice In two months

Fantastic experience: Alway book our holidays through cruise ist

Negative experience: Closed down Goole still reporting open

Negative experience: Told to email in 4 to 5 weeks my holiday is not sorted out money is paid Holiday is in 3 weeks they say they cant manage emails and you cant phone

Negative experience: The worst holiday company I have ever used in the last 50 years , customer service non existence. They just could and would not communicate during the covid crisis . They full of false promise after promise , use them at your peril and risk . Found another brilliant 1st class holiday company. That does what it says on the tin .

Negative experience: Jill booked our Baltic cruise and she was fantastic. However due to the Russian - Ukrainian conflict we decided to cancel our holiday as the itinerary was altered. Cruise 1st customer service now that's a joke, they never answer their phones, however they do reply to emails to tell you to call. A month on from cancelling we are still waiting a refund. I called again today only to be told the department was closed even though it was 2.45 and the website stated closing at 3.30. I wouldn't recommend them as once they have your booking and cash they have no interest in you. Latest update now 4 months on since cancelling this cruise still waiting on my refund!

Negative experience: Awaiting cbk from Friday from Lois and rang today about something else, after being told to give her 5 mins it's 3 hrs later and nothing! Obv don't need my business ... that's fine cos I'll take my hard earned money elsewhere.

Negative experience: never never use them if you have a problem like covid they are quick to take your money but no hope in getting back. never again

Fantastic experience: Alwaus try to book through cruise first

Fantastic experience: This is our second time using this company to book a cruise. Mary is our go to advisor and travel guide. Her knowledge is great and she is so kind, very prompt as getting back to us by email or phone and could not offer enough help and advice. An absolute pleasure and we cannot fault this company at all.

Fantastic experience: Fantastic company to deal with. Michelle made everything so easy to book and answered all our questions. We'll be dealing with her and the company again.

Negative experience: Went to visit outlet at Salford Quays & they had closed it down, think mainly due to Covid-19 & lack of foot flow, VERY DISAPPOINTED

Positive experience: Been phoning for a couple of weeks no one answers, not even replied to my email

Negative experience: Cruise first quoted a good price online, so we requested a booking online. Cruise first rang and said the prices were actually £220 more than quoted. We reluctantly agreed. They then came back and said the cabin we wanted was actually sold out and we needed pay another £800. Our £2000 holiday was now costing £3000 so we said no. Won’t use again.

Negative experience: I returned from my cruise around 10 weeks ago and immediately emailed cruise 1st regarding an issue whereby we didn’t stop at cayman island as booked. I have only had 3 automated replies after sending 3 emails in this 10 week period. This tells me they have no after service or they are not interested in replying once cruise has completed. It seems they’ve taken my money and don’t care about my experience. I would not recommend them to anyone as we booked the cruise around a vist to cayman island being the most important destination. Very dissatisfied and annoyed!!

Negative experience: A very bad customer service. Booked a Cruise before pandemic and during 2 years a nightmare of rebooking badly managed. After pandemic still a bad customer service. Moreover they are not applying any discount offered by the cruise company so I've to be pushy ad aware of any change of price/offer.

Negative experience: I thought this was a great Cruise Company to book with. The customer service staff were very friendly and helpful and the prices and choices offered were unbelievable! Since giving the 5* review above for finding and booking my cruise. But I have downgraded Cruise1st to 2* (it would have been just 1* but for Claire and the 2nd hotel and the cruise itself was lovely. I sadly found out that Cruise1st's Customer Services department wasn't as good as I'd hoped and expected, when I found myself in an appalling hotel in Dubai as part of my booking. I was booked into this place in for 1 night before joining my cruise and for 9 nights after I returned to Port. It seems this hotel hadn't even been checked out properly when it was put on Cruise1st list for use with their Dubai cruises! I thought the music night, in full swing when I arrived bleary eyed at 01.30am after my13 hour flight, would only be held one night a week, so wasn't too perturbed about not getting any sleep before joining the ship! But I also found out not only did it have pounding music blasting out, but it was right underneath the flight path of planes arriving every 10 minutes all throughout the night and every 20 minutes from 9am to 10.30pm! I assumed I'd be staying in a different, more peaceful hotel once I returned after the cruise finished. But how wrong I was as it was the same one, the planes skimming over the top of me so close you could see the passenger's faces looking out of the windows! I found out that evening when the music started, there would be different themed music pounding out every night, 7 nights a week, i.e. Reggie, Bedouin, Rock, Soul,(so loudly the water in my glass on the bedside table vibrated in time with the beat) every night I was there! Which started at 7.30pm in the evening and went on until 5.30am! Right outside the doors of the hotel was a taxi rank, so there was continuous noise of people shouting and cars revving their engines all day and all throughout the night too. Plus, as a grandmother, and a single traveller, (which I've done happily for over 30 years)but I found it very intimidating to be "hit on" by some of the waiters (looking for a way to get into the UK, I guess) every time I went into the restaurant for breakfast or dinner! So I ended up not eating for two days even though I'd paid for it as it was part of the package! The reception staff couldn't of care less and pretended they couldn't speak English when I complained about the noise and being kept awake all and every night! I tried for over 2 days to contact Cruise1st and tried to explained how awful the hotel and how exhausted I was, before I finally got through to a wonderful lady called Claire (Head of Customer Services) whom, once she realised how bad it really was there, actually had me moved by taxi, to a really wonderful hotel in a much better part of Dubai, in what seemed an amazingly short amount of time. There I was finally able to sleep in blissful peace all night, on a fabulously comfortable kingsize bed. The staff were absolutely lovely and friendly, and I was able to enjoy the delicious meals in the restaurant without being "hit on" every time I sat down! Sadly, on the return flight back I also got food poisoning, as my flight was delayed for well over 2 hours in the heat of the Dubai sun, on the runway, which wasn't great for keeping food safe! Sitting in an extremely overheated plane, with overheated and crying babies and very bored young children, whilest the plane I was on was held up, because there was a problem with plane due to take off, ahead of us. So, hardly the restful and relaxing holiday experience of my lifetime, any benefit I had from relaxing on the cruise was more than destroyed by the total horror of spending 4 nights in that hell-hole and food poisoning on the flight back! So please ensure you know EXACTLY what you will be getting, before you actually agree to the booking you are making, so you can have the holiday of a lifetime! Instead of losing like did, almost 4 nights of absolute hell, from my holiday!

Fantastic experience: Great deal good price & excellent service

Fantastic experience: Booked with confidence great company

Positive experience: Found it difficult to find the right cruise

Fantastic experience: Great help from Jill, booked a cruise for next month, can't wait !

Negative experience: Gave details and waited for a call. STILL WAITING

Negative experience: For those considering this company, be very AWARE that there is a massive difference in customer service when they are getting money from YOU. Phones/emails answered promptly etc. However, once deposit is taken or payment made you will then see the true nature... It's an absolute disgrace... months have passed by after my cruise was cancelled...STILL waiting for the full refund you robbing gits... If I had withheld any monies... the bloody bailiffs would of been at my door within days...

Negative experience: Poor / scant information and support. Once puchased, soon forgotten imo.

Negative experience: Travelled up to the store, only to find it closed due to 'covid restrictions'.Both the Web site and Facebook page said it was open until 8pm.

Fantastic experience: Spoke to Michael and he was so pleasant. Didn't actually book but the information he gave us was very informative, will defo book in the the future

Fantastic experience: Absolutely amazing time and brilliant service by cruise 1st rep Nicky

Fantastic experience: Myself and my best friend decided we would go on a cruise after loosing our husband's this year. I spoke to Mary and there are no words to describe how fabulous she was. She booked everything for us as we have not been on one before. She told us loads of valuable information and made it so easy. She was above kind and gave us her number. Excellent service. Mary you are a legend thank you so much.

Negative experience: Not the best experience. Service was slow and the pizza tasted bland. Unless it improves, it is unlikely I will ever go there again.

Fantastic experience: Absolutely fantastic xxx

Positive experience: Good website reasonable prices most staff very helpful

Negative experience: Empty shelves!

Negative experience: Booked a cruise and from that day customer service is non excistant. very rude staff. the person I booked with has been on... leave a message and I will get back to you message ever since I booked. Do not use this company. Phoned customer service and the guy was very rude and never had a solution to any of my two important issues. ruiens what should be a lovely experience.

Positive experience: Helpful

Fantastic experience: Very helpful and attentive

Negative experience: Complete lack of communication when trying to resolve issues. Unreasonable waiting time for responses to queries.

Fantastic experience: Excellent customer service

Positive experience: Ages to get through. Visited store at Lowry closed. Telephone number on door not working. Not had response to email either.

Positive experience: Have booked through Cruise 1st a few times now and usually have good service, but our last time our paper work was sent to use wrongly filled in

Negative experience: Held on to money for a year before returning it

Negative experience: Booked a Baltic cruise for May 21 on board Magnifica which was cancelled so I moved it to a different cruise onboard Magnifica for October informed that this has also been cancelled, fair enough it’s difficult times, quick phone call to Cruise 1st to opt for a return of my deposit and told that this could take up to 120 days WHY? how can it possibly take this amount of time for MSC to return my money it doesn’t even come straight back to me they return it to Cruise 1st and then I was told to ring back at the end of June to check how my rebate was going. I recently had a holiday cancelled by Jet2holidays my money was back in my account within four hours, haway Cruise 1st give ya heeds a shake

Negative experience: My cruise way cancelled last Spring. I am still waiting for a refund, despite countless phone conversations, emails and letter. When the cruise was cancelled I was asked to be patient and a refund will happen. Almost a year later I am still trying to get my money back! So disappointed with Cruise1st

Fantastic experience: Always had good service

Fantastic experience: Best place to book a holiday

Negative experience: I booked a cruise with cruise 1st and required information during lockdown. All the phone lines were closed and they were not Available in line. Although frustrating, maybe explainable Royal Caribbean cancelled the cruise and I received an e mail from cruise 1st the refund would be a few months I have e mailed them twice (one was last week) and they stated they had not received the refund from RC and would chase it up I decided to contact RC directly to be told they had processed the refund to cruise 1st in July 2020!!!!!! So cruise 1st have lied and still in possession of my money!!!! DO NOT BOOK WITH THIS COMPANY

Fantastic experience: Big thank you for Gaynor in customer services and Charlotte in sales for firstly sorting out a booking problem and then for rebooking a cruise in a professional and helpful manner during what is such a difficult time for the cruise industry.

Positive experience: Cruised on explorer of the seas last November , transatlantic , brilliant service from cruise 1st , as the ship was delayed for 2 days due to bad weather which meant curtailment of some stops , but all beyond their control , we will cruise with them again when all this madness has gone ( hopefully soon)

Negative experience: Feb 2020, booked holiday paid £2k deposit. May £3k outstanding balance due and paid. July 8th due to disembark. Covid. Holiday cancelled 11.06.20 by travel operator, just after paying balance, who promised full refund, as ATOL credit note covers package holidays. Told ATOL Credit Not expires March 2021. Told refund in 60 days to allow for monies to be credited back to Cruise1st. Be patient. 11th June - September 22nd sent many emails to Phil (Cruise1st Duty Manager) [email protected]. August contacted Cunard direct. Agreed refund for cruise element £3200, received. 22nd September emailed Phil chasing £1800 outstanding. I told him I had chased Cruise1st and himself many times, where he last replied he had passed the credit request to accounts 2+ weeks ago. I told him I had been patient, I had waited the 60 days (now 72 days) I lost £50 from Just Travel not refunding my holiday insurance in full due to Covid and I am now aware I can request a CHARGE BACK from my bank. Phil instantly replied, do no initiate charge back, I'll call you. I rang the bank to enquire about Charge Back. They said eg product is £100, charge back would charge the company £220 ish. 100 + 4 transaction fee, £25 Admin fee, shipping, marketing blah blah, so companies don't like charge back due to it costing them to pay out money they should have already paid out. 22nd September Phill called me. He took card details. He sent an email receive showing £1800 refunded to my bank which could take 3 days. MORAL - investigate CHARGE BACK. (Companies don't like it).