Customer Care

We exist to serve you, and we take great pride in delivering quality service. Your satisfaction is our top priority: if for any reason you're not completely satisfied with your vacation-planning experience, we'll provide you with a $100 voucher good towards the purchase of a future cruise!

Travel broadens our horizons and helps bring us closer to our friends, our families, and loved ones. The memories that result from vacationing sustain us throughout our hectic, fast-paced lives. This is what inspires us to serve you, each and every day.

We realize that you have more than one choice when it comes time to purchase a cruise vacation, and choosing whom to do business with can be difficult when every travel agency claims to be "the best". So what sets us apart?

Our Expertise!
We recognize that you expect your cruise agent will have the knowledge required to make your vacation truly special for both you and your loved ones. That's why all of our agents are certified in all of the cruise lines and destinations we offer. Our average agent has over four years of experience with us, and each one participates in extensive training and certification programs. All told, our call-center team (the very heart of our operation) employs over 500 industry-certified experts, personal advisors who are uniquely qualified to find the best overall value and the cruise experience that best meets your needs.

Our Best-Price Guarantee!
We offer the industry's strongest best-price guarantee. If you find a lower price in U.S. dollars advertised anywhere within 48 hours of booking with us, we'll refund 110% of the difference, guaranteed (the lower advertised price must be for the same cruise - i.e. the same ship, sailing dates, and stateroom category - that you purchased through us; additional restrictions may apply).

Guaranteed Happiness, Too!
We're confident that we'll be able to help our customers select just the right cruise, and that's why we also offer our customers an exclusive, money-back "Satisfaction Guarantee". Simply spend the first 24 hours of your vacation exploring everything that your cruise ship has to offer - in the unlikely event that you have a concern, we'll do everything we can to resolve the issue. If that's not possible, we'll refund the unused portion of your trip and make arrangements to fly you back to your port of departure.

We Never Close!
We're always here for you - 24 hours a day, 7 days a week, 365 days a year.

"Everything" Support!
We're available to assist you with anything at any time. Do you need help with cruise-line registration? Shore-excursion recommendations? Special arrangements for a special occasion? Please allow us to answer any questions you may have, no matter how big or how small. We're standing by to provide whatever kind of support you require.

Cruise Alerts!
We're constantly scanning the globe for events that could alter your cruise itinerary. If we learn of anything that may impact your vacation, we'll notify you immediately via email or by phone.

Updates On The Status Of Your Reservation!
We will always keep you current. We'll guide you every step of the way as you approach your departure date; whether it's time to complete your cruise-line registration or make a payment, we'll always make sure you're on track for a great vacation.

A "Welcome Home" Check-In!
We stay in touch even after you've returned from your sailing! We want to ensure that everything went as planned; if not, then we want to know about it!

We Genuinely Care!
Our goal is 100% customer satisfaction, and your opinion matters to us. So we'll always send you a post-vacation survey so that you'll have an opportunity to tell us how we're doing. We share these survey results with the cruise lines, too - we want our colleagues to know how our customers rate not only us but their cruise ships, their staff, and their overall vacation experience, as well.

Convinced? Have An Existing Reservation That You Made Elsewhere? Then Transfer It Here!

Don't let the fact that you've already booked keep you from taking advantage of everything that we have to offer. Virtually any open reservation, made directly with a cruise line*, can be transferred here quickly and completely free-of-charge. All of your existing details will remain intact, but you're assured of a special extra or two (e.g. a lower rate or additional onboard credit) once you're dealing with us. You'll also enjoy automatic and complimentary enrollment in our Loyalty Club (member benefits include no deposit required at time of booking)!

*Car-rental, hotel, and resort-vacation reservations are not eligible for transfer at this time.

"I don't know where to begin to thank you for arranging a wonderful cruise for my family. The ship was wonderful. The outside balcony stateroom that you booked for us was in a great location ... it wasn't near the restaurants, clubs, elevators, etc. and my son and I slept very soundly each and every night (the beds were so comfortable). We were able to watch our ship as it pulled into all of the different ports of call ... my son loved that. I had some unique issues with my sons; I added my second son to the booking later, then had to cancel my first son's reservation prior to the cruise. I just can't express how nice it was not to have to worry about calling and feeling like I was a burden. My younger son and I are already planning our next cruise. It won't be for another year or so (I have to save for it), but we'll be calling you from this point on to make our arrangements."

- Marsha D., via email (May 31, 2012)

"I booked a cruise online with Cruises.com in February ... while making my last payment today, I decided to call you guys up and see what my options were as far as upgrading to a balcony stateroom. I was put on the horn with Brian Mitchell and I couldn't be happier with the service. He explored every possible angle to help save us a few bucks, and actually seemed to enjoy spending the extra time to help. He informed me of the advantages of purchasing travel insurance (and if it weren't for my cheap and stubborn attitude, I probably would have purchased it). All in all, Brian was a pleasure to deal with and an excellent salesman (and, in my opinion, should be promoted or given a raise)!"

- Joseph O., via email (April 14, 2012)

"I've just returned from a Royal Caribbean cruise to Mexico booked through Cruises.com. My agent, Donna Balaban, was one of the most professional individuals I've ever had dealings with (I was a plant manager for seven years and had ten different supervisors and six different department managers). Her attention to detail and her experience with cruise ports and shore excursions were a huge help. Her follow-up calls and her ability to deliver everything she promised should be the model for all. As a matter of fact, I'm thinking of an Alaskan cruise and will work with Donna again when it's time to plan my trip."

- Bruce K., via email (April 11, 2012)

"Richie Mize did a fantastic job taking care of everything for us! He even went out of his way to make sure that we were seated (for dinner) with friends that booked elsewhere. He was always available or called right back to answer questions that I had, which were many. I'm looking to book something for my family for this time next year and he will be the first person I call!"

- Mary Jo H., via survey (January 29, 2012)

Vicki L. Freed
Senior Vice President, Sales
ROYAL CARIBBEAN INTERNATIONAL

"With nearly 25 years in the business, Cruises.com sets the standard for cruise vacation planning. Their innovative online technology puts everything their clients need to know to plan the cruise vacation of a lifetime right at their fingertips, and their cruise consultants are some of the most knowledgeable travel professionals in the industry. Their dedication to the Royal Caribbean International brand, the cruise industry, and (most importantly) to their clients is second-to-none, making them an ideal choice for anyone looking to book their next cruise vacation."

Dondra Ritzenthaler
Senior Vice President, Sales
CELEBRITY CRUISES

"Day in and day out, the Cruises.com team demonstrates nothing but professionalism and a great desire to succeed, and it’s a pleasure to partner with such a terrific group of people. Celebrity Cruises was thrilled to recognize Cruises.com as our “National Account Partner Of The Year” in 2009, and we continue to look for unique opportunities to grow and enrich that partnership (our exclusive two-night charter sailing aboard Celebrity Solstice being just one example)."

Andy Stuart
Executive Vice President, Global Sales & Passenger Services
NORWEGIAN CRUISE LINE

"Throughout the years, Cruises.com has consistently been one of NCL's top 'go-to' performers. We rely upon our travel partners to expand the reach and impact of our Freestyle Cruising® product, and Cruises.com has done exactly that through dedicated focus, compelling marketing efforts, and strong leadership from its management team. Their consultants, in addition to increasing sales, have always done an excellent job of connecting our innovative cruise offerings with discerning customers."

Lynn Torrent
Executive Vice President, Sales & Guest Services
CARNIVAL CRUISE LINES

"Cruises.com is an outstanding partner and true leader in the cruise industry. Their team is comprised of knowledgeable, experienced and dedicated professionals who share our passion and enthusiasm for our industry. We are honored to partner with Cruises.com and thank them for their continued support of Carnival Cruise Lines."

The honors we've been fortunate to receive are, above all else, a testament to the knowledge and commitment of our people. Whether it's an accolade from one of travel's leading publications or an award bestowed upon us by a top-brand cruise line, they help reinforce that we're doing right by our customers and our colleagues within the industry.

We're proud to have been honored as a "Partner of the Year" or an "Agency of the Year" by virtually every major cruise line over the past half-decade, and we believe that our strong relationships with each ultimately benefit our customers most of all. Many of our most valuable offers are exclusively available to you as a result of the longstanding and close connections we've forged with our cruise-line associates.

Awards and accolades we've received include the following:

Porthole Cruise Magazine's "Editor-In-Chief" Award, "Savviest Vacation Planners" (2013)
Awarded annually, by Porthole's editor-in-chief Bill Panoff, to companies in the cruise and travel industries that go "above and beyond" in terms of service, quality, and excellence. Since its debut more than fifteen years ago, Porthole Cruise Magazine has become the cruise industry's premier publication. Published bi-monthly, and with a circulation that reaches over 200,000 homes, it is now a must-read favorite among cruisers and travel professionals alike.

Norwegian Cruise Line's "Elite Travel Partner of the Year" (2011 & 2012)
Norwegian Cruise Line's top annual award is bestowed upon the travel partner that best demonstrates a continuing commitment to the cruise line's year-over-year growth, its total revenue, and the overall success of its brand. Our agency is also a proud member of Norwegian Cruise Line's President's Elite Club (which is exclusively comprised of the company's top-performing travel partners) and a participant in their "Partners First" initiative.

The Achievers 50 Most Engaged Workplaces™ (2011 & 2012)
This annual award recognizes U.S.-based companies for their innovative efforts in building workplaces that cultivate employee engagement. Companies are evaluated based on eight criteria including leadership, communication, culture, and professional/personal growth. Achievers is a leader in employee rewards and recognition software; World Travel Holdings, Cruises.com's parent company, is proud to have received this honor for two years running.

Celebrity Cruises' "National Account Partner of the Year" (2008 & 2010)
Honoring "the best of the best" among its travel partners, Celebrity Cruises' top honor recognizes those agencies that best serve as ambassadors for the brand and excel in delivering extraordinary revenue performance. World Travel Holdings received the honor for the second time in just three years in 2010; company executives and 35 of our travel agents were pleased to be in attendance aboard Celebrity Eclipse for that year's presentation.

Carnival Cruise Lines' "Travel Agency of the Year" (2009)
Awarded to the cruise-selling agencies that demonstrate an ability to grow as a business partner, exhibit exceptional professionalism and enthusiasm, and develop innovative sales and marketing techniques. World Travel Holdings and Expedia CruiseShipCenters (2009's co-winner) were chosen for the honor from among more than 30,000 candidates in the U.S. and Canada; both agencies had reported a record number of Carnival bookings for the previous year.

Travel Weekly's "Power List," Top 15 Placement (2009)
In just its third year on the list, World Travel Holdings jumped several places to earn a top-fifteen spot on the industry-leading magazine's annual ranking of the nation's top travel retailers (based on annual sales and company size). In addition to the coveted "Power List" ranking, CruiseOne - our sister company and part of World Travel Holdings' franchise division - placed sixth on the publication's "Top 8 Franchisors" list for the year.

Royal Caribbean International's "Partner of the Year" (2007)
The President's Award, Royal Caribbean's top honor and one of the cruise industry's most prestigious awards, is given annually to the company's "Partner of the Year." Adam Goldstein, Royal Caribbean's President and CEO, recognized us in his presentation speech as the line's "go-to account" and an "undisputed presence in the travel community," noting our ability to drive tremendous sale results on multiple occasions and in a variety of situations.

Here at Cruises.com, an agent's professional education is far more than some "one-and-done" introductory program - it's a way of life. Every one of our agents receives over 100 hours of training per year, and each agent must complete an extensive series of cruise-line certifications before they've taken even a single booking. And our agents' expertise isn't limited to the ships you'll be sailing and the places you'll be visiting, either - they know how to locate and deliver the best value, too!

Set sail with confidence. Our team, comprised of over 500 experts, will keep you informed and make sure that you're an active participant in the cruise-planning process.

Our accreditations include, but are not limited to, the following:

Cruise Lines International Association (CLIA), Certified Cruise Agency
Dedicated to the promotion and growth of the cruise industry, CLIA is the world's largest cruise association. Comprised of the twenty-five major cruise lines that serve North America, CLIA is also affiliated with approximately 100 strategic business allies ("Executive Partners") and more than 16,000 North American travel agencies. Cruises.com is a proud member of CLIA. Many of our agents have achieved one or more levels of achievement in CLIA certification, including the association's "Luxury Cruise Specialist Designation" (LCS).

Carnival Cruise Lines' CCL University ("Bachelor's of Fun" Degree, Etc.)
Carnival offers agents informal learning opportunities (e.g. on-demand webinars) as well as structured training via its CCL University. A "Bachelor's of Fun" degree is the first step in their formal accreditation process. Participating agents complete a specially designed, five-chapter course focused on the Carnival brand; they're then eligible to continue on to a CCL post-graduate degree (the "Master's of Memories" and/or the "Ph.D. of Awesome"), earning CLIA certification credits and continuing-education credits (CEUs) along the way.

Celebrity Cruises' Five-Star Academy
Celebrity provides accreditation to our agents by way of a five-level approach. Each level, or module, focuses on specific aspects of the Celebrity brand (e.g. accommodations and dining venues in Level 2, itineraries and ports of call in Level 3); agents earn formal certification and special recognitions (e.g. "2-Star Agent," "3-Star Agent") as they complete each. Agents that complete all five levels are also eligible for up to fifteen CLIA credits. Cruises.com itself has received a "Five-Star Accredited Agency" designation from the cruise line.

Norwegian Cruise Line's NCL University ("Freestyle Certification")
Launched as part of Norwegian's "Partnership 2.0" initiative (which was put in place to further strengthen the cruise line's ties with the travel-agent community), NCL University offers our the ability to earn up to 15 CLIA credits while simultaneously becoming "Freestyle" certified. Participants receive access to the very latest information on Norwegian Cruise Line sailings, share selling tips and interact with other travel agents via the university's social-networking function, watch videos and read blogs, and much more.

Royal Caribbean International's "University of WOW!"
An innovative and comprehensive accreditation program for agents, Royal Caribbean's "University of WOW!" allows our agents to learn all about the ships, itineraries, services, and selling tools offered by the cruise line in a virtual-classroom environment. As our enrolled agents progress through the program, they earn incremental incentives, escalating certifications (e.g. "Expert" and "Expert Plus"), and CLIA credits. Since its launch, the university has expanded the program to include additional elective modules and a pass-fail program.

Travel Guard® Insurance (Travel Insurance Professional Series)
Our agents understand the importance of purchasing travel insurance, and they're always encouraging customers to consider its value when booking. Cruises.com helps customers protect their vacation investment via Travel Guard, America's leading travel-plan provider. Their "TIPS for Success" series - fifteen-minute, one-topic webinars offered throughout the year and updated constantly - supplies agents with a comprehensive knowledge of Travel Guard's offerings; participants are recognized as "Travel Insurance Professionals."