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
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.”
Flights were changed and staff were rude and unhelpful about seat booking.
“Now we can't book flight seats.”
The website is very slow responding to searches.
“Terrible website which if it does work is sooo slow responding to searches.”
After a long delay no hotel had been booked and issues remained unresolved.
“no hotel booked 3 hours standing on the streets waiting for cruise nation.”
Repeated customer reports poor, slow customer service and missing tickets.
“57 minutes on hold then Margaret did not want reference number or name”
Reviewer claims Cruise Nation is pricier than competitors and unhelpful about discounts.
“What ever you do, do not book with Cruise Nation - they are the most expensive cruise company in the UK.”
I recently booked a cruise holiday through Cruise Nation and I couldn't be happier with my experience. Their website was easy to navigate, and their prices were unbeatable compared to other booking websites. From the moment I made my reservation, their customer service team was consistently helpful in addressing any questions or concerns that came up.
What stood out to me most was how transparent they were about all aspects of the trip including port fees and taxes so there weren't any surprises or hidden costs throughout the process. Plus, once we boarded our ship, everything from accommodations to dining options exceeded our expectations, making this cruise one of the best vacations we've ever had.
Overall, if you are looking for an affordable yet quality way to book a cruise holiday then look no further than Cruise Nation - truly 'The World's Best Cruise Booking Website' as they state on their website!
Customer experienced errors and rude service, with no apology offered.
“the worst customer service experience in my life.”
Flight wasn't confirmed, causing cruise cancellation, and refund delay expected.
“You did not confirm our flight with BA leading to Vance of our cruise.”
Customer waited months for cancellation confirmation and refunds after cruise was cancelled.
“it is now mid Feb 2021 and still being told awaiting cruise company cancel cruise”
They could not answer questions and accused the company of holding customers to ransom.
“Absolutely shocking customer service.. Can not even clearly answer a question truthfully”
Booking failed repeatedly due to a faulty website and poor service.
“JUST NOT WORTH THE STRESS”
Enquiries frequently went unanswered and pricing was higher than competitors.
“Never received a reply.”
Booked at advertised price but company refused to honour it, adding fees.
“they would not honor the price”
Helpful sales agent provided excellent service and competitive pricing.
“went the extra mile”
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.