What a wonderful ,helpful, conscientious, personable and professional lady Sheila is !! Sheila took over managing our account for a 2020 Hurtigruten Iceland -Greenland Cruise at a time when the impact of the C19 problems were really making things difficult for us as customers and her and her colleagues in the Holiday trade in trying to do their very best for existing or new clients. I know these few words do not do true justice to her commitment ,dedication and her negotiating skills which ultimately have resulted in our getting a super deal which involves moving the entire holiday to 2021 , plus a cash refund ,plus some additional money for prepaid excursions . We have over the last 10 years dealt with many of the Cruise companies and those organising land based tours , and have more often than not, been very pleased with the way we have been treated , the deals done on our behalf and also the "little add-ons" that make a holiday even more enjoyable . From our dealings so far, Sheila is now well near the top of our personal top 10 "concierges" who we would have no problems in recommending and also to whom we would willingly go back to for future holidays . From our experiences todate we can but say a BIG THANK YOU to her and hope that Cruise 118 Senior management recognise and reward the quality service she offers, and the way she delivers it to her clients . Well Done Sheila and Thank You !