Infinity Cruises is a UK-based travel company specializing in cruise vacations. The company offers a diverse range of cruise packages tailored to various customer preferences, including family-friendly trips, romantic getaways, and adventure cruises. Infinity Cruises partners with major cruise lines to provide customers with access to popular destinations around the globe, ensuring that travelers can find the perfect cruise to suit their needs.
Targeting an audience of leisure travelers, Infinity Cruises caters to individuals, couples, and families seeking memorable experiences at sea. The company focuses on delivering comprehensive travel solutions that include booking assistance, itinerary planning, and customer support throughout the travel process. With its user-friendly website, infinitycruises.co.uk, customers can easily browse available cruises, compare options, and make informed decisions about their travel plans.
Infinity Cruises has a positive customer experience.
Infinity Cruises receives high praise for its exceptional service and helpful staff, with many customers highlighting the professionalism of agents like Eric and Justin. Reviewers frequently mention the seamless booking process and the enjoyable experiences on their cruises, indicating a strong satisfaction with the overall holiday arrangements.
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However, there are notable concerns regarding customer service responsiveness, as several consumers report difficulties in receiving timely assistance or refunds for issues such as missed transfers. Complaints about booking errors and lack of communication also emerge, suggesting that while many enjoy their trips, others face significant frustrations. Overall, Infinity Cruises is well-regarded for its service quality, but it must address its customer service shortcomings to enhance the experience for all travelers.
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
4.5
607
100%
● Low
4.5 / 5 overall
=
607 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Jun 2025.
Last 3 months
3.0▲ 0.5
12-month avg
3.8
All-time
4.5
Category avg
4.0
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Aug 24
4.5
13
Sep 24
3.4
5
Oct 24
5.0
1
Nov 24
—
0
Dec 24
4.2
5
Jan 25
1.0
1
Feb 25
2.7
3
Mar 25
3.0
2
Apr 25
—
0
May 25
5.0
1
Jun 25
1.0
1
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
Top praiseof 452 positive reviews
Helpful support42%
190 mentions
Customer service31%
142 mentions
Prices & value18%
81 mentions
Friendly staff14%
63 mentions
“Eric was very helpful”
On “Helpful support” · Sep 14, 2024
Top complaintsof 31 negative reviews
Customer service42%
13 mentions
Payment issues35%
11 mentions
Response time29%
9 mentions
Returns23%
7 mentions
“You will only be able to get your complaint as far as Customer Services and they will block any complaint”
On “Customer service” · Jun 18, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Cruise Lines.
Overall rating and review count for this company and similar companies
After reading the reviews we were sceptical of booking with them. However I did discuss this with one of the customer services team before I made any booking and he assured me that the old sales team had been replaced by a new team who were keen to help and promote the company. I have booked a cruise with them and paid a deposit, I have received our itinerary, the person I dealt with was polite, efficient and good to work with. It is perhaps early days but I am hopeful!
going on a holiday of a lifetime to find out the hotel in Sydney is nothing short of a hostel my wife and I looked at the hotel online, don't know where the 4 stars came from.
What types of cruise packages does Infinity Cruises offer?
Infinity Cruises offers a variety of cruise packages including short weekend getaways, week-long voyages, and extended luxury cruises. Our itineraries cover popular destinations in the Caribbean, Mediterranean, and Alaska. Specific package details and availability can be found on our website or by contacting our booking team.
How can I make a reservation with Infinity Cruises?
You can make a reservation through our official website, by calling our customer service line, or by visiting one of our authorized travel agents. Our booking system allows you to select your preferred dates, cabin type, and dining options. We recommend booking in advance to secure your preferred accommodations.
What is included in the cruise fare?
Standard cruise fares typically include accommodation, main dining room meals, entertainment, and access to ship amenities. Additional charges may apply for specialty restaurants, alcoholic beverages, shore excursions, and spa services. A detailed breakdown of inclusions and optional extras is provided during the booking process.
What is Infinity Cruises' cancellation policy?
Our cancellation policy varies depending on the type of booking and how far in advance you cancel. Generally, cancellations made well in advance incur lower penalties than last-minute cancellations. Please review the specific terms and conditions for your booking or contact our customer service team for detailed information.
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Are there age restrictions for passengers?
Infinity Cruises welcomes passengers of all ages, including infants and children. Some ships offer specialized programs and facilities for different age groups, including kids' clubs and teen activities. Certain shore excursions or onboard activities may have specific age requirements for safety reasons.
What documents do I need to bring for my cruise?
Required documentation typically includes a valid passport for international cruises and a government-issued photo ID for domestic routes. Some destinations may require additional visas or health certificates. We recommend checking specific requirements for your itinerary well before departure.
Does Infinity Cruises accommodate passengers with disabilities?
Yes, Infinity Cruises is committed to providing accessible accommodations and services for passengers with disabilities. Our ships feature accessible cabins, dining areas, and public spaces. Please contact us during booking to discuss specific accessibility needs and ensure appropriate accommodations.
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A really helpful, knowledgeable and considerate customer service
Our query was dealt with by a very helpful customer service agent Miguel who was very knowledgeable about the cruise and who made the whole booking process effortless.
We were impressed with the help with our initial booking, however we have now received our flight details and the return flights are from the wrong airport. Still awaiting details of new flight.
I booked a package with Infinity in April 2016 to include 3 nights Memphis Amtrak train to New Orleans 3 nights there then 7 night cruise on Norwegian Dawn around Caribbean - in September after having to change flights due to first ones not being anywhere like the flights they had promised I upgraded the Amtrak journey to a Roomette and paid around £60 for the upgrade on 30th Sept after speaking wiith Virgin Direct I had to go back to Infinity to Upgrade our return flights and although I was quoted £219 pp to upgrade to Premium economy with Virgin I was unable to facilitate through them as you have to do this via original booking agent - I ended up paying £900 for two to upgrade
our flights outbound were on economy e-tickets and you are not allowed to upgrade on this ticket we were seated at the very back seats of the plane and had no room left in overhead lockers for hand luggage - connecting flight from Minneapolis to Memphis was a small plane and again we were seated right at back of plane over the engines so an extremely noisy 2 and a half hour flight . on our return journey we travelled from New Orleans to LAX the flight was delayed so we had around 40 mins to get from one terminal to another had to leave the airport and board a bus and made it onto the connecting flight with mins to spare - was so looking forward to sitting in our Premium economy seats ... what a surprise then to find our seat numbers were 63 B 7 C yes you guessed it right at back of plane - after several mins of heated discussion with the aircabin crew and showing our paperwork from infinity stating we had booked premium seats we were informed our booking was actually economy seats only and premium had never been requested ??? I questioned this but was told they had never been upgraded .. so why did they charge me £900 ?? this is what I have asked Infinity after landing at Heathrow I rang Infinity only to be told i must put my complaint in writing or email and it would be looked at I did this on 14th Dec 2016 and again on 28th Dec as still not had a response on 2nd jan 2017 I rang and again voiced my concern at lack of response ... I was assured i would receive a call back on 3rd jan when customer support returned to the office .. I am still waiting .. Their customer support is shocking and totally unacceptable I have paid an extra £900 for a service I did not receive and now would like my money back .. Infinity cruises are an absolute shambles with zero care for their customers if you would like my advice stay well clear book through a reputable company .. I have now instructed a solicitor and will have my day in court
******Update*******. 17/01/2017
So despite re sending my email and ringing the company numerous times I had still heard nothing nor did I receive a response to my complaint
On tues 17/01 I again called infinity and this time I managed to be put through to a Supervisor - Figo I must say he was extremely apologetic and assured me he would try and resolve my complaint there and then , he was true to his word and within the hour had ascertained that the money I paid for the upgrade was paid to a third party booking agent they use for flights requesting I be upgraded to premium economy it would appear this never happened despite banking my £900
Figo responded swiftly and kept updating me at every stage - he offered me a full refund of £900 and a voucher for £100 towards a further booking with infinity cruises . I am now awaiting the money being paid to me I will update this once it has been received 😀
Not a clue what i was doing but the staff are very helpful, especially giving advice and helping me to download tickets etc.
I was quite worried doing everything via ph and email but everything is fine.
There needs to be a checklist sent to each customer at the time of booking showing
* 'what you need to do now' ie check visas- is your passort valid-have you booked plane seats with the airlines - booked transport to the airport etc
*' what will will do now' ie we will send your documents 30 days before the departure date.etc.
There are a lot of pages of small print with this holiday and you need to pull out the important stuff early on.
Lots of people may be unfamiliar with cruising and there are a lot of elements to get right on a long haul cruise.We are going to hong kong and then travelling down to australia visiting several new countries.
When I spoke to a manager at Infinity she was extremely helpful but the general staff are not as good .
In April 2016 we booked our cruise, NCL Norwegian Jewel LA to Miami via Panama Canal with balcony, with first night in LAX airport hotel, Virgin flights with one indirect flight Atlanta airport. We were told transfers from LAX to cruise ship would be approximately 20 to 30 dollars by taxi which would be cheaper than having Infinity arrange transfers, my husband required assistance at the airports which we were told could be arranged nearer the time of our holiday, all appeared to be ok so we paid our deposit.
There were one or two discrepancies, one of which infinity paperwork stated we had an inside cabin not a balcony as we had agreed, we had to keep chasing up all at our expense with phone calls, people were not prepared to take ownership of our problems. By August we paid the balance, fingers crossed all would be OK, we didn't want to lose any money. As time went by communication got worse.
A few weeks before we were due to go on holiday we received a phone call saying our flights had been cancelled by virgin airways, ok we understand these things can happen.
We were offered alternatives which meant an extra night in LA which in turn meant my husband having to take an extra days holiday, an extra night for dog kennel fee and an extra days airport parking. Eventually after several more calls and emails we agreed that we would take flights to Las Vegas to LAX via Philadelphia which was explained only a stop we wouldn't get off plane, and returning Miami with one stop at Philadelphia. During all discussions over alternative flights I STRESSED that no more than two flights either way, due to my husband needing assistance. Also we had an extra night in LA which I asked to be close to cruise ship. Assistance at airports was arranged.
I asked for some kind of compensation for the change and our extra expenses, days holiday, dog kennels, airport parking and also extra expense taxi from airport and then taxi from hotel to cruise ship. Supervisor Jemal, said he would only be able to offer 50 pound, we had to accept, only alternative was to cancel and lose all our money amounting to approximately 4.4k.
When we arrived at Manchester airport at the start of our holiday we discovered our first flight was an actual stop at Philiadelphia where we had to collect luggage and go through US Customs, this wasn't explained fully by Infinity customer services, this part of the trip totalled three planes which I specifically stressed was not acceptable, more due to the fact of my husband requiring assistance. I explained we had never flown indirect before and didn't want extra hassle. I was also told the flight change with American Airlines was on a par with Virgin flights.
When we arrived at LAX and took a taxi to our 2 night hotel stay it cost us 70 dollars, then another 30 to cruise ship when we left hotel. The hotel itself was in a very run down area and quite scruffy, didn't expect that.
In total with incorrect information being given, mistakes, alterations to flights, I counted up how many sheets of paper I had to print - in excess of 100 sheets. I made at least six phone calls before September that I can trace, and at least six since September that I can trace, also several emails.
Delays in calling me back included 12 days regarding luggage and airport assistance, had to keep chasing, Alex was mentioned. Sandra actually sent me wrong info twice, also Sandra told me when I asked her about transfers and luggage " just follow other people on the cruise" my goodness I gave up all hope of her assistance. I was also sent flight info where one of the connecting flights was taking off before we landed. Spoke to Rochelle and Sonia who eventually made some sense of things Sonia passed me onto her supervisor Jemal who authorised the 50 pounds compensation.
All things considered we went away on holiday worried sick telling each other if everything falls into place we will be astonished. The American Airlines flight from Manchester to Philadelphia gave us food and soft drinks, Philadelphia to Las Vegas we had to buy food, soft drinks free, the flight from Las Vegas to Los Angeles had no food or drink available whatsoever it was just like being on a bus. Virgin flights all food and alcohol is absolutely free, therefore we were out of pocket and also left without any kind of food or drink on last flight. Also we paid out 100 dollars in taxi fares when we were expecting to pay between 20 and 30 dollars. Extra day kennels, extra day parking, one extra days holiday, extra taxi fares, total inconvenience with food drinks having to be paid for, and extra flight not expected, and 50 compensation, APPALLING !!
Needless to say I will never be booking anything else with Infinity, also my cruise critic and trip advisor feed back will open a few eyes, when I get round to writing them.
Started showing interest in a cruise/stay around a year ago, for April 2017 and subsequently booked. Paid one third deposit and received "confirmation" showing dates. Only item that was booked was one hotel out of 2 and the cruise. No flight details or 2nd hotel. At this time I could understand, as it was over a year until departure. After April 2016, have phoned several times asking for further confirmation, always to be told, it was too early too book flights, daytime train and 2nd hotel, which is untrue. Called again last week as still hadn't received anything. Was then sent a further confirmation with flights, train and cruise but no second hotel. Always with the promise of a call back, to answer my queries. To date, have still not received call back. Balance is due this month! Worried that everything might be lost. Asked for one stopover in flights as I have health issues - 3 flights have been booked, in each direction. Also concerned re location of 2nd hotel. There's been a severe lack of communication here and always passing the buck. Just hope everything works out. Doubt I would use Infinity again or recommend them, so far.
The service I received was friendly and polite. Staff were always helpful but I had to chase up my confirmations on two occasions. I was misinformed about a surcharge payment on a deposit paid by credit card. I am still awaiting a response to my complaint about this. I was also given the wrong cruise line reference number; I got the correct one from the cruise company
Our ships feature multiple dining venues including main dining rooms, buffet restaurants, and specialty cuisine options. Most ships offer flexible dining times and various meal plans to suit different preferences. Dietary restrictions and special meal requests can typically be accommodated with advance notice.
How can I contact Infinity Cruises customer service?
You can reach our customer service team through our website's contact form, by phone during business hours, or via email. Our representatives can assist with bookings, itinerary questions, and general inquiries. Contact information is available on our official website.
What should I pack for my Infinity Cruise?
Packing recommendations vary by destination and season, but generally include casual daywear, formal attire for evening events, and appropriate clothing for shore excursions. Most ships provide basic toiletries and towels, but you should bring personal medications and any specialty items. A detailed packing guide is typically provided with your booking confirmation.
Are gratuities included in the cruise fare?
Gratuity policies vary by cruise line and package type. Some fares include automatic service charges, while others allow passengers to tip at their discretion. Information about gratuity guidelines and policies will be provided in your pre-cruise documentation.
What happens if weather affects my cruise itinerary?
Infinity Cruises prioritizes passenger safety and may modify itineraries due to weather conditions or other unforeseen circumstances. Alternative ports or activities are typically arranged when possible. The captain and crew will keep passengers informed of any changes and work to minimize disruption to your vacation experience.
About Infinity Cruises
Infinity Cruises is a UK-based travel company specializing in cruise vacations. The company offers a diverse range of cruise packages tailored to various customer preferences, including family-friendly trips, romantic getaways, and adventure cruises. Infinity Cruises partners with major cruise lines to provide customers with access to popular destinations around the globe, ensuring that travelers can find the perfect cruise to suit their needs.
Targeting an audience of leisure travelers, Infinity Cruises caters to individuals, couples, and families seeking memorable experiences at sea. The company focuses on delivering comprehensive travel solutions that include booking assistance, itinerary planning, and customer support throughout the travel process. With its user-friendly website, infinitycruises.co.uk, customers can easily browse available cruises, compare options, and make informed decisions about their travel plans.
