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Customer support
Complaints Procedure
If you are unhappy with our service, tell us as soon as possible. Raising the issue promptly gives us and any supplier involved the best chance to look into it and put it right.
If you are traveling now
Report the problem immediately to the cruise line or other provider and use the contact details shown on your travel documents. Also tell One Cruise Club. Do not wait until you return if the issue can be addressed during the trip.
Keep photographs, receipts, names, dates and any written report supplied locally.
How to make a formal complaint
Email customerservices@onetravelclub.co.uk with the subject "Formal complaint - [reference]". If you have booked with our team, use the reference on your confirmation; otherwise describe the sailing or inquiry the complaint concerns.
Include your full name, contact details, travel dates, a clear timeline, the people or suppliers already contacted, supporting documents and the outcome you are seeking.
What happens next
- We will acknowledge the complaint by email, normally within two working days.
- We will identify whether One Cruise Club, a cruise line or another supplier is responsible for the response.
- We will investigate the records and contact relevant suppliers where needed.
- We aim to provide a substantive response by email within 28 days. If the matter is complex, we will explain the reason and give an updated timeframe.
- If you remain dissatisfied, ask for a final internal review.
Your rights
The cruise line or other supplier named on your confirmation may operate a separate complaints process. We will tell you which route applies.
Using a complaints process does not remove any legal rights.