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
This is NOT a reliable Company and it is impossible to get any response from them to legitimate complaints.
Be very careful if you use this Company.
When things go wrong, as they did for my cousin and myself on our supposedly “luxury” land and cruise holiday in South Africa, you will find that Infinity Cruises does NOT have Complaints Prceedures.
You will only be able to get your complaint as far as Customer Services and they will block any complaint.
In our case Customer Services stopped responding once we asked for our complaint to be forwarded to a Complaints Procedure and asked for Senior Personnel to examine our case.
We had been badly let down by the poor quality and complete inappropriateness of the hotels we had been allocated by Infinity Cruise for 7 out of the 10 nights of the land part of our trip.
This severely impacted on the quality and the enjoyment of these important days in our itinerary. The poor hotels, especially the last in Mauritius left us feeling cheated of the sun, sea and san experience we had been promised at the end of our holiday.
I have found it impossible to contact any one at Infinity Cruises so I am now contacting ABTA with our complaint.
Transfer from Hotel to airport did not arrive so booked a taxi from hotel. Requested Infinity Cruises refund taxi fare. This has now been 6 weeks with no meaningful response
We have tried to complain about the hotel following our cruise whilst away and several times since our return. We have been totally ignored. We requested a beachfront hotel due to mobility issues and this was on our booking summary but were put in a hotel a 15 minute walk away. This seriously impacted our stay. Who do we contact to get an answer
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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Following on from yesterdays review - After being on hold waiting to be put through to assistance for 35 minutes my booking reference - email and telephone number was taken and I was told Justin would telephone me - 30 hours on i'm still sat by the phone - so ive emailed customer services to be told they by auto reply they will get back to me in 3-5 working days or longer if busy - in emergency telephone the numer I had used and am awaiting Justins call - Why didnt I walk into a travel agents to book?
Firstly, I have to say I really like Travelzoo who initially advertised the deal I was buying. I have purchased, and enjoyed several of their holiday packages over the years. I expected this trip was to be no different. That was not the case.
Last year they advertised an 18 day trip; return flight to India, 7 days in India, 2 days in Dubai then a 7 day cruise around Dubai on MSC. I was led via their link to Infinity Cruises (parent company Infinity Media Promotions). - I was signing up for that 18 day package and would be travelling with everyone else who signed up.
Initially going with someone, but then travelling solo, I spoke with Bobby Dalal who assured me that there would be 3 lots of 10 people around my age on the trip, so that even traveling alone, I felt that I would be part of an organized group where I could meet others and share the travel experience. At least I would recognise a few faces on the 6000 berth cruise.
After the wonderful 7-day tour of India, the 5 of us, (the other 25 were MIA....) were flown to Dubai where I was kept aside at the airport and found myself alone in a hotel for 2 days
On MSC Virtuosa, I was given 10pm dining, and my request to share meal tables was unfulfilled due to the lack of English speakers, so once again I was left alone for the remainder of what was to have been my wonderful birthday holiday.
On my return, I contacted Infinity Cruises to share my thoughts on the holiday. They ignored my note for a week, so I called and spoke to Jackie. Surprisingly, the company was not interested. Eventually they said that they would investigate, but it would take 28 days. At 35 days, I contacted ABTA and immediately got a response. They offered me a goodwill payment of £150 but suggested that I thought twice about contacting ABTA and going to arbitration as if I lost I would then have to pay them another £168 – I saw that as a veiled threat.
As a matter of principle, I decided to pursue arbitration because I felt this company had misrepresented themselves to me about the holiday. Arbitration changed nothing, they were 'not at fault'. I am certainly not the first person to complain and be ignored. They made it clear once I complained, that after the 7 days I should have known I was on my own – though it was never actually mentioned. Interesting that all they were responsible for was the trip to India and not actually the cruise. I paid for an 18 day tour in a group. They were concerned about the first 7 days but then just brokered the rest of the holiday. Even my cruise tickets were not provided by them, My ex had to log in for the cruise so I could get my tickets.
Travelzoo has partnered with Infinity Cruises.
In my opinion, this is not a good company to deal with. I paid nearly £4000 to them upfront for the whole 18 days. Only five of the supposed thirty bought the holiday. Had I been told the truth, (that Infinity Cruises were not selling an 18 day vacation package to India and Dubai, that there was no group, that they were instead acting as consolidators, selling bits and pieces of travel and cruises,) I could have booked a birthday trip where I didn't spend 11 of the 18 days on my own. I appreciate that this may not concern couples, but there are lots of people who travel alone now. There are some great companies out there – please read the reviews and pick one who cares about you, an ethical company wanting you to have value for your hard earned money. Don't let this company ruin your holiday of a lifetime .
Caveat Emptor - 3 months after our cruise was cancelled we still await a refund from Infinity.
Needless to say we will never book with Infinity nor would we recommend Infinity.
Linda Bell
Lack of information when I booked, difficult to contact, not kept up to date with cancellation and the refund took over 4 months to arrive. Then only saving grace was Nutan, who was polite and pleasant and kept me up to date regarding the refund.
I do not recommend this company at all. Booked an Alaska cruise from Seattle with a rail transfer to Chicago at the end of the cruise. Paid extra for city centre hotels and premium economy seats on the flights. When I checked the hotels they were not city centre so had to ring and get those amended. Was told the sleeping car on the train had a toilet but no shower, was told this many times in the booking process as I double checked with them. On boarding the train the room we had been booked in was the width of a seat with no toilet. On checking in for the flight from Chicago to Heathrow we had been booked in an economy seat, despite all the paperwork stating it should be premium economy. The seat had been booked using award points (not ours) even though we had paid "real money" a year earlier when we booked. They have offered us £75 each as the difference between premium economy and the economy seat we were given. This has been going on since we returned from the holiday in June. Truly appalling, we take 3 cruises a year and will never book with them again.
AS A WOMAN IN HER 70'S, WITH MAJOR ANXIETY ISSUES, PHYSICAL DISABILITY AND WHEELCHAIR USER, MY ADVICE IS STAY CLEAR.
THE DAMAGE THEY HAVE CAUSED TO MY MENTAL HEALTH IS DISGRACEFUL, AND WE ARE ONLY AT THE BOOKING STAGE.THEY INSIST ON A NON-REFUNDABLE DEPOSIT, A VERY LARGE ONE, GIVE APPALLING SERVICE, IGNORE YOU NOT RETURN YOUR CONTACT, PROMISE INFORMATION THAT IS NOT FORTHCOMING, ETC,ETC TO SUCH A EXTENT THAT YOU WANT TO CANCEL. THEY SAY FINE- WE HAVE YOUR NON-REFUNDABLE DEPOSIT, OFF YOU GO, THEY DO NOT CARE. IT'S ALMOST AS THOUGH THEY GIVE YOU THIS APPALLING SERVICE ON PURPOSE TO GET YOU TO LEAVE.
STAY CLEAR--GO ELSEWHERE-- YOU WILL LOSE YOUR MONEY OR WORSE STILL, YOUR MIND, LIKE I ALMOST HAVE. IF YOU ARE STILL NOT SURE, I HAVE E-MAILS BACKING EVERYTHING I HAVE STATED
I only rang them to make an enquiry about a cruise that was advertised but they were so rude that I ended the call. If that is how they speak to potential customers then I definately do not want to book my holiday with them.
I wrote some time ago about Infinity Cruises and said I wld write again once my holiday to USA was over... I actually arrived back in April 2017 but since then, I have had a long running battle to get compensation from Infinity.
They are absolutely dreadful and not to be trusted.
You will probably not end up with what is advertised at time of booking. We booked as a party of four and TBH... Im surprised we even ended up on same flight as our friends.
We never sat near our friends on any flight, to or from USA. And during one internal flight, we all had single seats!!
I have had a case against them which an arbitration panel awarded me compensation, which im pleased to say has finally been settled after 7 months of trying.
This company is truly dreadful and i wld warn anyone to steer well clear of them.
You dont get what you pay for and they will totally mess yr booking up.
We bizarrely bumped into another group of people in a hotel in LA who had exactly same problems as us. So ours was not an isolated incident.
Avoid them at all costs..
DON'T USE INFINITY CRUISES!
I booked 2 holidays with Infinity at the same time - one to Santiago, then a cruise with Norwegian finishing in Buenos Aires. The second to the USA with an Alaskan cruise, again with Norwegian. We paid just under £10,000.
I paid £2,000 deposit over a year in advance. Then the problems began. This is a very unprofessional company who do not communicate, do not give the holidays at the price advertised and charge for transfers.
We went on the first holiday in March. The hotels were absolutely dreadful. The Tritone in Buenos Aires was filthy, in need of repair and complete refurbishment. I sent Infinity numerous photos and a detailed email - which they ignored. I resent and also contacted customer services again - ignored.
We were promised 3/4* hotels but these certainly were not. We had spent hours contacting Figo and Manan at Infinity trying to change the hotels on both holidays but were told that their supplier can't allow them to book the usual chains that we asked for (and expected at that price) such as the Holiday Inn, Marriott, Novotel etc. Instead they use cheap back street 'hostels'.
The flights Infinity use are again to cut their costs (not to save you money). We ended up booking and paying for our own flights with British Airways to Santiago and return from Buenos Aires. Infinity did deduct something from the cost of the holiday but not the actual cost of an air fare.
We met with 4 other couples who had also booked the South American holiday with Infinity and the same tales of woe. We were all charged differently for the same holiday and were quoted different prices for transfers - which were not part of the holiday and cost us £200 extra.
We leave for our second holiday with them on 8th May and frankly I'm dreading the hotels we will end up in. I really am not looking forward to the trip and see it as more of an ordeal than a pleasure based on our last experience.
There were many more problems - too numerous to detail and I can't upload photos unfortunately.
The hotels make such a difference and if the bed is dirty and the bathroom is tatty with black grout and nobody speaks English then in my book that is not a holiday!
An extremely stressful experience dealing with Infinity. I'm glad to say that I've never had a travel agent like them and will steer well clear in the future.
Once deposit paid no customer service or assistance
Deposit paid in good. Required upgrades due to limited information given at the point of sale. I was informed certain upgrades at the point of sale were not available but I have since learned they were but not on the package I purchased. I was not informed I had purchased a package at the point of sale but told the balcony rooms I required were sold out, I had paid extra for designated cabin as the offer was for an undesignated cabin. I asked if I can not be given an undesignated cabin why was the price displayed on the offer as this was not told to me at the point of sale. I did not mind paying extra fir the designated cabin but wanted to know which cabin I had been designated. Since requesting this plus an upgrade as I have since established the cabin I required is available on this cruise I have received no reply. I asked am I on a oackage as this was not toke to me at point of sale and is this package limiting me to the time I can choose for meals and the location of the cabin on the cruise. This has also been met with no response. Obviously I now seek an explanation for this and insist they are transparent so I fully understand if this offer is in fact not an offer but a package that I was not made aware of i.e. The cabins they can not sale and limited dining times.
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.
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.
