About us
The Cruise Store is Thomas Cook's one-stop-shop cruise retail business. Established in November 2004, The Cruise Store sells cruises from all the major cruise lines. The Cruise Store offers customers three ways to book: via the high street through the Going Places store network; via the call centre; and online via the website.
The Cruise Store is aimed at attracting both experienced and novice cruisers alike and, as the first true nationwide cruise retailer in the UK, it aims to make cruise holidays more accessible to a wider audience.
We offer customers a Price Match Guarantee* and a unique Customer Satisfaction Guarantee** If you're not entirely satisfied with your cruise holiday we'll offer to fly you home or offer you a refund.
For further information contact The Cruise Store press office on 0870 010 2581.
Terms and Conditions
1. This Guarantee only applies if there is a material difference between the description of what you booked and what you receive. The description of what you book will include any amendments that we have advised you prior to departure. “Material” means something significant onboard the ship which cannot be remedied within 24 hours. E.g. if you have booked an outside cabin and you are provided with an inside cabin due to an overbooking. Situations such as those caused by force majeure e.g. a change of itinerary due to bad weather or port closures, or illness e.g. sea sickness, do not constitute “material differences”.
2. You must make a formal complaint to the Operator as soon as you become aware of the issue, and in any event you must report this within 24 hours of boarding the cruise ship.
3. At the next port of call, we will transfer you to your port of embarkation. We will pay for your transfer to the airport or to the relevant port (Please note the next port of call may not necessarily be the following day.)
4. We will help arrange your flight home. Bear in mind that all flights are subject to availability and you may not necessarily be able to fly home that same day. If you have to stay on shore, then we will pay for your accommodation which will not be of a lower standard than the cruise ship. This will be on a full board basis.
5. We will pay for your flight home by scheduled or charter flight (economy class) subject to availability.
6. We will not be liable for refunding any car parking or other incidental expenses incurred by yourselves should you chose to return home early.
7. We will refund the unused part of your cruise holiday comprising the unused cruise days and your flight costs.
8. We will be able to deduct amounts we pay you under this Satisfaction Guarantee from any compensation the Operator pays you.
*The Cruise Store guarantees that we will match any advertised price if you let us know before making your booking.
**If, within 24 hours of boarding your cruise ship, your holiday is materially different from the description, and any amendments advised to you, and you have not been able to resolve this with the Operator, then at the next port of call we will arrange for you to be transferred to your port of embarkation and help arrange your flight home. We will also refund the unused portion of your cruise holiday, e.g. if you are on a 7 night cruise and you are flown home on day 2, then you will receive a refund of the equivalent cost of 6 days of your cruise.
