As the cruise industry continues to grow, cruise passengers have become more discerning about where they spend their hard-earned vacation time. A recent survey has revealed a surprising shake-up in the rankings of the world's top cruise lines and longtime favourites like Royal Caribbean and Virgin Voyages didn't make the top tier. A Which? survey based on feedback from nearly 3,000 passengers collected in late 2024, rated cruise lines across a range of factors including cabin quality, customer service, value for money, onboard facilities, food and drink, excursions, and entertainment.

The results highlight that guests are increasingly seeking all-inclusive experiences where costs for drinks, meals, excursions, and gratuities are transparent and upfront. Leading the pack is Saga Ocean Cruises with a top customer service score of 87%, and has been praised for its all-inclusive pricing, balcony cabins, and exceptional customer service including chauffeured transfers from home to port.

Saga is a cruise line designed exclusively for travellers aged 50 and over, with all its departures originating from the UK. Saga operates two ships offering 987 berths, including 100 specifically for solo travellers. The company's headquarters are located in Folkestone, Kent.

All cabins feature private balconies and received top marks, as did customer service and dining options. Guests enjoy unlimited cocktails, specialty restaurants ranging from seafood to Nepalese cuisine, and 24-hour room service, with gratuities also included. Shore excursions are mostly complimentary, with only select extras requiring additional payment.

Other cruises in the top 10 ranking include Seabourn, Viking Ocean Cruises, Oceania Cruises, Windstar, Costa Cruises, and Regent Seven Seas, all scoring between 81% and 83% customer satisfaction. Royal Carribbean ranked 16th with a customer score of 78%.

Which? wrote: "It's no coincidence that this year's top-rated ocean cruise companies are all-inclusive. Some brands lure you in with a low headline price, but then slap on costly extras - for drinks, meals, excursions and service charges - once you're on board.

"Not only are premium drinks and some shore excursions part of the package with top-rated Saga, but you'll also get a balcony cabin as standard, as well as being chauffeured from your home to the port and back again. You'll also enjoy the all-inclusive treatment with runners-up Noble Caledonia, Silversea, Seabourn and Viking."