Cruise1st UK Review

Avoid at all costs!!!!! Terrible company with terrible staff!

Our cruise was cancelled. Cruise 1st have just called and with no fuss refunded our monies . Well done . Excellent customer service. When the time comes we will be using your services again

The star is for the showroom - customer services on the other hand .........!

What travel company in this day and age don't have customer service on Saturday or Sunday?
Why can't the "sales advisor" deal with a cancellation.?
Why did it take 3 visits to the store to cancel a holiday?

I.e. Tuesday explained that we were considering cancelling / amending our booking ( told we couldn't cancel in store, only their ' service team' can do this ) so a call was booked for the same day 'but it might be tomorrow as they're very busy right now". I checked the contact numbers they had were correct and waited, and waited, and .................zzzzzzz

By Sunday, no call received, so visited the store again, told the sales person we wanted to cancel, told to take a seat, ( no suggestion of surprise) until I stopped him mid sentence to decline the offer of a call from customer service the following day "they don't work weekends" he said. As he was going on holiday the following day (not on a cruise -I did ask !). He typed up a sentence as a cancellation confirmation which I signed and he passed it to a colleague who would "make sure we got a call first thing in the morning"

Wednesday - still no call, so another visit - the same staff member insisted she'd handed the document in first thing on Monday morning and was assured someone would call me. She then went through the door into customer services, returned with the name of a staff member who would ring me " the paper is on the top of her pile - she's been on annual leave". When I asked if there was only 1 member of staff dealing with cancellations, she replied "yes" - what a good job she wasn't on maternity leave! This was 10.30am. Heaven help those under me in the 'pile' because the call eventually came at 3.pm. Why the person couldn't have come through the door into the store, deal with the issue and get back to her desk is beyond me.

At no point did anyone suggest an alternative date/ship/itinerary, discuss any options. I fully understood that I would forfeit the deposit etc, that wasn't the issue. The good thing to come out of this is that our decision to cancel was the right one - I would certainly not use Cruise 1st in the future, nor would I recommend them.

I understand the problems at the moment probably more than most being involved in caring for very ill patients for over 30years
But I am so disappointed in the no response from this company multiple phone calls, emails live chat with Ami who can not answer any of the questions and has promised to arrange a call back
I only want to ensure my flights and hotel
Nothing quick to take money but no response after so disappointing
Debbie really disappointed
Still waiting for some kind of contact not even a phone call

I have been trying to contact sent many emails request contact via Ami still nothing please contact me

Booked Celebrity Apex for 5th April which was cancelled. Requested refund and now being told possibly next March (11 months) before I get my money back. I have been made redundant because of COVID and the cruise money is the difference between maintaining a roof over my families head or not......hang your heads in shame!

treated like you were the only one on the ship, all the different things to go and do, it was the best vacation that my husband and i have been on.

Had an email with a price from Cruise 1st. Rang up to book, the agent then added on transfers, baggage charges, booking charges and said the cruise had increased. Found the deal cheaper and got much better customer service elsewhere.

Avoid this company at all costs! Rubbish customer service.

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)

We enjoyed the ship and the staff. As mentioned above our suite and the attendant were marvelous. We cant speak for the excursions as we get into town and select what we want to do.

Booked a cruise good staff interaction make sure you get transfers.

Good prices, good choice of cruises and destinations.

Superb, luxury taxi waiting at airport and port everything well organized

The quality of the stateroom was excellent.
great ship ,staff, and food.....already booked for next year.

All in all a very pleasant cruise. There were several nice bars and several good musicians so the evening spaces didn t get too crowded

We enjoyed the ship and the staff. As mentioned above our suite and the attendant were marvelous. We cant speak for the excursions as we get into town and select what we want to do.

We booked our "Holiday of a Lifetime" with Cruise 1st which was a package deal Cruise from Sydney to Auckland, N.Z. to include four nights Hotel stay in Sydney plus two nights in Auckland.........wonderful, or so we thought!

Before travelling we requested upgraded rooms to at least a King, or better still Super king bedrooms.

Following a long flight to Sydney and arrival at our allocated Hotel, The Capitol Square Hotel, (there were three couples, so three rooms) all we wanted to do was to get our heads down for a couple of hours, but on entering our respective "Standard twin rooms" we simply could not believe the disgusting condition of the rooms, which, collectively we decided no way could we stay in such an establishment. The very worst Hotel rooms we have ever seen by a Country Mile and nothing like the photo's on any website!!!

We then spent much of that day seeking three alternative available rooms elsewhere for the four nights.

Our Hotel in Auckland, the Ascotia off Queens, was very little better, whilst cleaner, our standard twin rooms were cramped and uncomfortable with nowhere to put anything down, other than on the floor. (Slightly grubby carpet) Only two nights here so we put up with it, but the very worst Hotel we have ever stayed in. On checking out other guests were complaining also.

On returning home Cruise 1st did refund us some monies, after asking for documents to prove we had booked an alternative Hotel in Sydney.

However, when we requested they provide us documents showing the cost of the Sydney hotel, which they agreed to refund some monies, they refused, saying they could not give a breakdown on costs as the holiday was "sold as a package" ???

We discovered Cruise 1st DO NOT book the hotels themselves, but it appears they put out to tender, and we suspect they take the cheapest deal with no regard or knowledge of the hotels used.....so BEWARE!!

We shall not be using them again!!! (Would not allow me to post this without giving a star rating)

I loved this cruise. It was the perfect balance of relaxation and fun. Will definitely be going on another cruise next year

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.

Not what its portraid on tele .. boring shop and nobody comes 2 c I when I go in there .. didn't seem interested u was there

Our cruise was cancelled on the 21st April 2020 and since that date we have had nothing but broken promises from Cruise 1st. We were told we would get a refund within 45 days. That deadline passed. Then we were told a refund would be made within 60 days. We are now at 110 days & still no refund. What is really disappointing is the poor customer service. Phone calls ignored - emails ignored - all totally unacceptable. When all trust has gone - would you really want to book with this company?

This is my 3rd cruise. Navigator was the first ship I sailed on and now the 3rd. My husband and I had a wonderful time staying active and relaxing by the pool. We maintained a nice balance and overall enjoyed our trip.

We enjoyed traveling with Family. We were joined on this cruise by Brother, Ern & Diane as well as Cousin Bonny. Our granddaughter, Cassie joined us on this cruise. We all had a very good time visiting each other at meals and taking excursions.

This is a great Cruise Company to book with. The customer service staff are very friendly and helpful and the prices and choices offered are unbelievable! Well done.

Have been waiting since April for the money to be refunded from the cancelled cruise I booked. Think twice before booking your holiday with this company.

We had saved and planned for this cruise for several years. This cruise was well worth the wait. We can mark this off our "Bucket List" . What a Trip!

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

I've just read the story about non refundable deposit of the client, who has been diagnosed with the cancer. The cruise firm is hiding behind words 'company policy'. I'm pretty sure they will be able to resell the ticket, and the goodwill gesture wouldn't go amiss. Its greed!!