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TTG Top 50
April 25, 2019 | The Vox Birmingham | #TTGTop50

Cruise 118: UK & Ireland's Top Ocean Cruise Agency

Last year marked the 10th anniversary of Cruise 118, which despite launching during the recession is still thriving a decade later. Its 82 sales staff, entitled “concierges”, ensure quality customer service through regular contact with their clients and routine sales coaching every week.

Sponsored by Norwegian Cruise Line

The company has also created a concierge support desk to answer any queries staff might have to smooth and speed up the customer journey. Sales managers support staff development by regularly monitoring calls, all of which has led to a significant improvement in conversion rates.

“Bon voyage” and welcome home phone calls are standard practice, while personalised emails are sent out to clients congratulating them on birthdays and anniversaries. Meanwhile, the company follows a proactive approach, with concierges contacting customers as soon as they hear of any issues with holidays to rearrange bookings.

One recent example was the closure of Gatwick during the drone incident, where even clients not immediately affected were contacted by the team to make them aware, with a number of clients then relocated to other airports.

Its dedication to customer service saw this online travel agent achieve a Net Promoter Score of 83 last year (anything over 50 is deemed “excellent”), alongside a 4.5/5 rating on

Elsewhere the launch of a £1 deposit scheme in 2018 boosted sales significantly, resulting in the agency’s best-ever January in 2018.

During the past 12 months the company has altered its website to improve the online customer journey, enabling it to better tailor content for each client and ensure relevant cruise lines are easily visible.

It’s not all about business for Cruise 118, though – the company is just as focused on supporting its local community. It sponsors Chorley football club and is also a founding partner of Chorley Youth Zone – a local charity providing opportunities and activities for underprivileged children – with the business raising £13,000 in 2018 alone. Staff even opted to replace the company’s annual Secret Santa with gift donations for a local children’s hospice.

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