What is a Cruise Concierge?

The role of the Cruise Concierge is to help customers with planning and booking cruise holidays. We asked one of our Cruise Concierge, Rebekka Gale, to explain a bit more about what she does to help each customer.

What is the aim of a Cruise Concierge?

Here at Cruise118.com, we are passionate about delivering an “exceptional as standard” concierge service. We believe that you should receive the same quality of service when booking your cruise as you would get on board your ship. We aim to be the very best in what we do, every single day.

How do I contact a Cruise Concierge?

It all starts with your initial cruise enquiry, which can be anything from a phone call, email or a live chat session on our website. We’re open seven days a week from early in the morning until late in the evening, meaning that we’re available at a convenient time that suits you and we have a freephone telephone number so you won’t be charged for calling us.

Online booking - Woman on laptop

How do the Cruise Concierge find the best deals?

Here at Cruise118.com, we’re proud to be part of World Travel Holdings, which is the largest cruise retailer in the world. Because we’re part of such a large company, we can access the very best deals within the cruise industry.

We’re able to search all major cruise lines’ booking systems so we can offer you the latest cruise line promotions as well as our own exclusive offers. We do all the hard work for you so you can relax knowing that we will find you the best possible deal.

What makes our Cruise Concierge so special?


We take time to understand your needs

We are committed to ensuring that we find every customer the perfect cruise that meets their needs and requirements. We won’t just book you on to any old cruise, or the cruises that we need to sell; we take the time to learn what it is that you would like and then find the best deals to match.

Our booking checklist

When you’re ready to book, we go through the booking checklist. We cover all aspects of your holiday to ensure we’re both in agreement on every detail. This includes double-checking spellings of names and dates of birth, as well as recapping all of the cruise details and pricing, covering all of the ‘important bits’ so that we can get it right the first time.

We talk you through the next steps, such as when you will receive your booking confirmation, when your online check-in will become available and discuss ‘extras bits’ too such as car parking and excursions.

Desktop Devices

We double check everything

Your booking is also quality checked by a team of skilled after-sales concierge who have an eye for detail, before we send your invoices.

As your booking is checked twice over we can be certain that every detail is correct. You’ll be provided with the after-sales concierge desk telephone number in case you have any questions regarding your booking or if you would like to make a payment. This is also a freephone telephone number.

We take care of every detail

We like to ensure that you have completed any necessary steps before you embark on your cruise, such as pre-booking your flight seats, checking in online with the cruise line and booking car parking, airport lounges and excursions.

We’re able to provide suggestions if you need help with deciding which tours or which airport or port hotel to book, and we can also email the hotels with any special requests you may have.

If you’re travelling in a group with multiple cabins, we will link the bookings together with the cruise line so that they are aware that you’re all one group. If you have any medical, dietary or accessibility requests or need assistance in the port or airport, we can take care of this to ensure your cruise runs as smoothly as possible.

If you’re in need of travel insurance, we can arrange for our preferred provider to send you travel insurance quotes to compare. We also work with an expert visa company that we can provide the details of, should you need to check visa requirements.

Passport and suitcase - Holiday packing

What about after my booking?

We thrive off reading our customer reviews and we aim to deliver an “exceptional as standard” service from receiving your enquiry, all the way through to you departing on your cruise.

We call you to make sure you have received your tickets and answer any questions you may have. We also call you after you return home from your cruise to check that you had a great time.

The personal touch

We love to get to know our customers, build a great relationship with them and maintain it. It’s a great feeling when a customer you have booked before comes back to you or you receive a recommendation from one of your customers – it reassures you that you’re doing a great job.

A couple of weeks ago I called one of my regular customers to ensure he had received his tickets for his upcoming cruise holiday. We got chatting and he emailed me two of his own cake recipes on the promise that I’d let him know how my baking skills were coming along. This is just one example of how we’re not just here for the ‘sale’ but for the long run. We like to get to know our customers and I think that’s what makes our Cruise Concierge service special.

We’re not just salespeople, we’re Cruise118.com’s Cruise Concierge, and our service is “exceptional as standard”.

Call our Cruise Concierge

If you would like to call our Cruise Concierge, you can reach them on 0808 1234 118. They can offer you the best advice and assistance with your enquiry and help you make the perfect cruise booking.

Rebekka Gale – Cruise Concierge

About Rebekka

Rebekka has been a Cruise Concierge with Cruise118.com since 2012 and has over ten years’ experience in travel. She likes to take as many mini-cruises as possible, to get a taster of each individual cruise line and explore how each one offers different on-board experiences.

Her favourite cruise line is Royal Caribbean because of the huge variety of bars, dining options, activities and entertainment venues on each ship. She loves sea days and is often tempted to book her next cruise whilst on-board, as the offers are too good to resist!

Cruise Concierge

7 Responses to “What is a Cruise Concierge?”

  1. Susan Hemingway

    Booking reference wor107870 hemingway. Need flight number so I can book extra leg room seat but need booking reference can help or can you book this

  2. Susan Williams

    Hi we where due to sail in Princess on the 1/7/20 which has now been cancelled. Princess have said we need to let them know by the 31/05/20 or they will think we want to book another cruise, which we don’t. When I spoke to you about this you said that you wouldn’t be looking at our case till the middle of June, which would be to late. Please let me know asp.

    • Emma Smith

      Hello Susan, please can you let me know your booking details and I can look into this for you? Thanks, Emma.

  3. Hema Patel

    Please can someone contact me we were due to crise on the 9th may 2020 have tried calling but after 1 hour on hold gave up
    Ref 58331

    • Emma Smith

      Hello Hema, I’ve passed your details on to our Cruise Concierge team who will be in touch with you as soon as they can. Thanks, Emma.

  4. Jennifer Davies

    Can you please let me know when I can expect my cruise cancellation refund? We were due to travel on Queen Victoria on 16 April, reference no 2PHGGL. Your reference no WOR-70386. Thank you

    • Emma Smith

      Hi Jennifer, we are working with cruise lines to process our customers’ refunds as quickly as possible, however, in some cases, this is still expected to take up to 120 days from the date the cancellations are processed. This is due to the high volume of requests the cruise lines are dealing with. You can read more about our refunds here. I hope this helps. Many thanks, Emma.


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