Cruise118 was set up in 2008 and even though it is a web-based business, the brand’s central message to customers is that the best cruise deals are only available over the phone. The website encourages customers to call by publishing the current call waiting time on its homepage.
Calls are taken by the Cruise Concierge team of experienced agents and the company believes this “service is what sets us apart from the rest” thanks to the staff having “many years of collective knowledge and experience”.
Cruise118 says that these consultants can offer “expert advice and guidance” to create a personalised service that allows them to find “the perfect cruise and the perfect ship” for each customer.
A key part of Cruise118’s strategy is having staff that can “share first-hand accounts of what to expect onboard”, as well as the ability to get the “best value for money” for customers.
After bookings are taken, Cruise118’s Concierge Desk team is available to help customers with any queries until they travel and after they return home.
The focus on customer service seems to be paying off with Cruise118 recording a score of 4.7 out of 5 on reviews.co.uk based on more than 1,800 reviews – around 1,500 of which are five-star reviews.
Cruise118 also likes to “push the boundaries” with its range of cruise product – recent initiatives have included the launch of a one million pound cruise which combines three Celebrity Cruises’ itineraries with seven private jet flights and “offers unprecedented levels of luxury”.
Suppliers have praised Cruise118’s “extremely proactive” marketing strategy and “great repackaging” of cruise products, as well as the way the agency “engages their staff and furnishes them with the tools to understand and sell products.”