Many reviews praise individual agents for quick, personal help with bookings and changes. Several customers name staff who untangled complex amendments and arranged alternative travel. Other reviews describe bookings left unresolved, long waits, and the company refusing to match advertised prices. A smaller group also points to a slow website and unclear information on amendments and refunds.
Examples from available reviews (Aug 2017 – Mar 2026).
Olivia professionally amended the booking to extend the return by one week.
“Very helpful customer care assistant, Olivia.”
Customer experienced errors and rude service, with no apology offered.
“the worst customer service experience in my life.”
Reviewer was asked to pay over £525 more than booking direct, and support refused help.
“expected me to pay over £525 more than if I had booked direct with the cruise.”
The website is very slow responding to searches.
“Terrible website which if it does work is sooo slow responding to searches.”
In high-star reviews, customers often name agents who acted quickly, solved practical issues, and handled changes politely. Low-star reviews describe rude interactions, long time on hold, and cases left unresolved that then turned into cancellations or refund arguments. Positive stories about agents appear more often overall, but serious failures still show up regularly and cluster in the lowest ratings.
Some reviewers say prices were competitive and fees were clear once they booked. Others report paying more than direct prices, or being refused advertised rates and discounts. Complaints about value stand out in one-star reviews, alongside occasional praise for good deals.
Several customers mention quick email replies and fast phone pick-ups while booking. A smaller but noticeable group reports a slow website and repeated booking failures that blocked purchases. These usability issues come up less than service comments, but in negative reviews they tie to bookings that were abandoned or did not go through.
Only a few reviews discuss the cruise itself; most focus on the booking process and travel add-ons. When product points do appear, they tend to mention flights, hotels, and special-assistance arrangements rather than ships or itineraries. Product feedback is limited compared with comments on service and value.
Many reviewers describe clear, prompt email and phone updates, with timely follow-ups from named staff. Others report no responses, unclear contract terms, and late information about refunds. Both smooth communication and breakdowns appear across the reviews.
Reviews split between consistently high ratings driven by agents stepping in to fix issues, and low ratings tied to major failures such as missing bookings and long refund delays. Positive accounts focus on individual staff actions, while negative ones point to wider problems that stopped issues being resolved. This gap shapes the level of trust seen in the reviews.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (14) · Reviews (1) · Quotes shortened · As of: March 2026
Olivia professionally amended the booking to extend the return by one week.
“Very helpful customer care assistant, Olivia.”
Scott Martin secured a great Virgin cruise deal and was professional.
“Scott Martin is amazing he sorted out a great deal with Virgin.”
Staff were helpful, accommodating and responded promptly.
“Excellent service. Staff are very helpful and accommodating in sorting out any queries.”
Jemma responded quickly and was easy to deal with.
“Fabulous response times by Jemma and so easy to deal with.”
Laura quickly understood requirements and dealt with them efficiently.
“she quickly got an understanding of what I needed and dealt with it very efficiently.”
Laura went above and beyond to add an additional passenger.
“special thanks to Laura who helped me to add an additional passenger to our latest cruise.”
Laura arranged replacement flight and hotel after a Ryanair cancellation.
“We called Cruisenation - spoke with Laura and we were sorted”
They answered my question when I asked.
“I ask question, I get answer”
Jemma provided comprehensive assistance for all areas of need.
“Great assistance from Jemma who dealt with all areas of needs”
Olivia was knowledgeable, prompt and pleasant in handling the request.
“The rep Olivia was knowledgable and prompt to deal with my request.”
Jemma changed the dining time quickly without problems.
“Jemma changed my dining time as requested without any problems, very quickly.”
Multiple agents helped arrange a last-minute cruise and flight changes.
“From our initial booking enquiry with Shirley everything has been excellent.”
Olivia patiently provided options and found a suitable alternative.
“Olivia was extremely helpful with my various requests.”
Olivia helped with an easy changeover and quick response.
“Easy change over and quick response.”
Olivia was helpful and friendly to deal with.
“Olivia was excellent to deal with.....so helpful and friendly.”
Jemma provided prompt and very helpful customer service by email.
“Great customer service. Especially Jemma who really helped immensely with e-mails very prompt.”
Olivia provided different flight options tailored to my travel needs.
“Olivia was very helpful and provided me with different flight options to suit my travel experience”
Rachel addressed all enquiries and went the extra mile for changes.
“Thats going the extra mile. Highly Recommend Cruisenation”
Jemma replied very rapidly and efficiently.
“Very rapid and efficient reply by jemma at cruise nation”
Kimberley was personable, easy to speak to and very helpful.
“Kimberley has been more than amazing.”
Janine and the team were very helpful and pleasant.
“Janine was a little gem and was so so helpful”
Olivia arranged an alternative flight after easyJet cancelled.
“eventually managed to get us on an alternative flight 24 hours later”
Jemma replied quickly and answered all questions, easing concerns.
“received a quick response from Jemma who answered all my questions”
Mary Isaac provided responsive help to tailor a bespoke holiday.
“Mary Isaac from the sales team helped us to get the right holiday for us”
Mary persevered with the cruise line and resolved a stressful booking.
“Mary was great very helpful, understanding, patient and kept me informed throughout.”
Jemma was efficient and friendly; the cruise move had no issues.
“Jemma was efficient and very friendly.”
Kimberley provided helpful assistance throughout multiple booking issues.
“Kimberley is a most helpful customer service agent.”
Staff were responsive, clear, courteous and helpful.
“Responsive, clear, courteous and very helpful.”
Mary checked arrangements thoroughly and accommodated guide dog needs.
“Mary took the time to check and double check everything.”
Mary understood requirements and clearly explained the invoice.
“I had a great booking experience with Mary.”
They replied by email within 30 minutes on a Sunday.
“Got response within 30 mins.”
Janine arranged disability and special assistance carefully for elderly passengers.
“care in arranging disability and special assistance for my elderly mother-in-law”
Scott Martin provided excellent, persistent customer service and follow-ups.
“Easy Site to navigate and Great Service.”
Mary organised the cruise professionally and promptly.
“organised our cruise,professionally, promptly, and detailed”
Olivia promptly checked upgrades and offered alternative flight options.
“she enquired immediately and gave me alternative flight options.”
Janine was described as lovely and very helpful.
“Janine was absolutely lovely and very helpful”
Olivia efficiently resolved a booking issue with professionalism.
“A problem we had with a booking was solved by her with great efficiency and professionalism.”
Scott provided friendly, professional service and clear explanations.
“Gave us alternatives and maintained a good price.”
Olivia found a replacement hotel with fewer fees and reduced stress.
“she was amazing she sorted out another hotel for us with less fees”
Customer support lacked transparency and was poor for amendments.
“a lack of transparency in their contract”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Cruise Nation is a travel retailer that sells cruise holidays and related travel packages. It books ocean and river cruises, helps customers choose cabins, and offers optional shore excursions. The company also sells flight-and-hotel bundles and can arrange special-assistance support for passengers. Cruise Nation runs an online booking platform and a customer service team that handles itinerary changes, payments, and documentation.