Resolved
MICHAEL D Hfu

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: Viking not honoring their Risk-Free Guarantee (it is worthless)

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Dec 02, 2021

The error was corrected and a corrected Voucher was issued. The Viking customer service representative was very polite and quickly correct the issue. I am satisfied with the results..

Original review Nov 30, 2021
I am very disappointed in Viking River Cruises. We booked a river cruise for four (based on two people per room) in 2018 for 2019; this was before COVID-19.

In 2019 Viking River Cruises was forced to cancel all cruises due to the Pandemic. Viking canceled our cruise, and instead of requesting a refund, we accepted Vouchers because we had enjoyed our previous Viking River Cruise and planned on making this a yearly way to vacation. We knew that once everything opened up, we would be ready for a vacation, and the best way to vacation was with Viking River Cruises.
We ended up re-booking a river cruise for June 2021, and along with this booking, we were issued Vikings "Risk-Free Guarantee". This guarantee was a temporary cancellation policy for bookings made between May 1, 2020, and February 28, 2021, and states that Future Cruise Vouchers are transferable," this is written in two separate places in this document.

Sadly, we were forced to cancel this cruise due to one of the members of our group's health declining and becoming too ill to travel. This member ended up passing away.
When this cruise was canceled, Viking did issue vouchers but issued them incorrectly as non-transferable even though we had Viking's Risk-Free Guarantee. One of the vouchers was issued in my daughter's name, and she will not be able to use her voucher. I have requested that the voucher be re-issued in my name since I am the one who originally paid for the cruise (Viking can easily see that it was my check that paid for the cruise).

Viking is refusing to honor the "Risk-Free Guarantee" and transfer my daughter's voucher to me. I have done everything Viking has asked and followed all their procedures to request that this voucher be transferred.
I am very disappointed that Viking would do this and not honor their "Risk-Free Guarantee" issued when I re-booked a river cruise with them. It is important to note that the Risk-Free Guarantee was not issued when the original booking was made (pre-COVID) but was issued when we re-booked the cruise. If this "Risk-Free Guarantee" was not going to be honored, why even issue it when I booked the cruise?
I have heard all kinds of excuses from Viking management stating that the "Risk-Free Guarantee" does not apply to this voucher or is not valid for my daughter's voucher.

Now I am being told that since the previous cruise was canceled due to COVID included an added cash value to entice customers to accept vouchers instead of refunds, the risk-free guarantee does not apply. The problem is: The original booking in 2018 was canceled due to COVID did not come with the Risk-Free Guarantee. The Risk Free Guarantee is added when we re-book the cruise for the following year using our vouchers. So technically Viking should have never attached the Risk Free Guarantee to the cruise?

When we had to cancel the 2021 cruise there was not another added cash value. Why give me a Risk Free Guarantee when Viking knew it would not be worth the paper it was written on. When I was issued the risk-free guarantee it states it applies to the booking and that is what I was told when I re-booked. Also, I was told when we had to cancel the cruise that we had the risk-free guarantee, and the vouchers would be transferable.
I have been recommending Viking River Cruises as a way to vacation to all my family and friends, but I will no longer do this.

I will recommend against using Viking Cruises. I want Viking to know that they are losing good customers, and although I am not looking forward to using other river cruise companies, we will move our business over to your competitors.
View full review
Loss:
$6
Pros:
  • People and food
  • Some good past cruises
  • Clean
Cons:
  • Will rip you off cancel trips and not give you money back
  • Beyond bad custommer service and management as well
  • Lack competency and transparency

Preferred solution: All I am asking is that Viking honor their Risk-Free guarantee and issue my daughter's voucher which I paid for too me.

User's recommendation: Skip Viking and choose other River Cruise Companies

1 comment
VikingCruises

We are in receipt of your comments here as well as via your email sent to TellUs@vikingcruises.com on 11/30/21. Please expect a representative of our Customer Relations department to follow up with you directly to further discuss your concerns. We look forward to connecting then.

Joyce M Fhk
map-marker Millsboro, Delaware

Did not receive the discount that a Viking agent had said I would receive.

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Haven't gone on the river cruise yet but full payment was due. I was told by a Viking agent that I would receive a $200 referral discount.

He also put in the referral number and said we were all set. When full payment was due , I was told by our travel agent that Viking would not honor the discount. They would only give us a $50 total onboard credit. I even had the agent's name and date I spoke with him and they still wouldn't do anything else.

My travel agent even spoke to a supervisor and that's the only reason they gave us the on board credit. Will be back after we go in the cruise but not impressed so far.

View full review

Preferred solution: Price reduction

User's recommendation: Get everything in writing

Anonymous
map-marker Palma, Illes Balears

Poor communication and service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

We have taken 2 prior Viking cruises and they were wonderful.

This cruise from Venice to Istanbul has been anything but wonderful.

We were told one week before we left that the ship would dock in Ravenna 90 miles away rather than in the commercial harbor near Venice and that the day and a half in Venice was now only one day. It was too late to change our flights to rrive earlier to allow a few days in Venice before boarding the ship.

Once arrived at the airport in Venice and were promptly whisked to the bus for the drive to Ravenna.

After almost 18 hours flying time we boarded the bus and were told it would be a 3 hour ride to Ravenna to board the ship. There were no restrooms on the bus and we were not offered any snacks. Fortunately, after arriving at Ravenna, exhausted, hungry and needing a bathroom break; the check in process was fast and efficient.

We really wanted to see Venice (the main reason we booked the cruise), but the Venice excursion was 11 1/2 hours, over 5 hours by bus back to Venice leaving barely 6 hours to see Venice, Murano and Burano. Viking did give us $150 per person shipboard credit and a 1 1/2% discount off a future Viking Cruise as a consultation.

That is not enough to make up for missing out on Venice.

Since then, we have tried to move past the on boarding experience but it had been difficult.

The food we had on our first 2 Viking Cruises was delightful. This time not so much. Raw duck, tasteless crab cakes, crispy rice and generally tasteless food. The sushi is delicious but it is only served at dinner.

The desserts are very good.

We are hoping that Viking, like other businesses in the hospitality industry are just regaining their footing. Perhaps a new head chef would help.

The wait staff in the World cafe and our cabin stewardess are wonderful. They go above and beyond but are in a bad position.

Many people on board are dissatisfied with the Viking organization and their handling of the cruise and the staff are the ones taking the flack. Upper management needs to improve communication with passengers and improve the quality of food served.

View full review
Pros:
  • Great waitcstaff in world cafe
  • Wonderful cabin stewards
  • Nice accomodations
Cons:
  • Agents provide incorrect information
  • Bad food cancelled trips
Bob L Fic

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Elantxobe, Basque Country

Rebate Covid

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Was told Wed receive a credit. Said to call but cant get through . Can someone call me? 1-30*-***-****
View full review
Loss:
$5000

Preferred solution: Partial refund

Anonymous

Their recruitment

I worked there, I don't recommend it! their recruitment fools people! I'm even in court with them, it was the only way!
View full review
Anonymous
map-marker Oviedo, Florida

Screwing People Out of Their Hard Earned Money

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Had booked a cruise in Europe. Viking Cancelled it - covid. We rescheduled it. Was cancelled again. We rescheduled it to 2022. We are unable to get vaccinated and therefore cannot cruise with Viking. Requested our original money back (100% NOT 125% which they gave us). They are now saying, after 2 years, that we have effectively LOST THAT MONEY unless we get a vaccine. Can't afford to LOSE $12,000 as a contribution to Viking. WANT OUR ORIGINAL MONEY BACK, or let us travel without vaccine, now that it's all over with.
View full review

User's recommendation: DO NOT ACCEPT a voucher from Viking. ALWAYS GET YOUR MONEY BACK. They tell you something different every time you call them and keep your money.

Rosemary M Gvj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

We booked a trip to Russia and it took viking much too long to cancel its trips

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Because Viking waited much too long to cancel trips to Russia after the war broke out they would not make an exception to the rules and our making us take vouchers for $5400 instead of refunding our monies. It is long and complicated and I am upset to think that Viking is treating this cancellation as if we going down the Rhine River.

We do not want a voucher.

We wanted Russia or nothing else and are certainly unhappy with Viking Customer service who will not do anything for us. I am sure we are not the only travelers with like complaints. We feared for our life and rescheduled our trip to a later date. This caused our money (cash) to go away and they issued vouchers for the trip later since they would not cancel at an appropriate time frame waiting for all flights to cancel before they cared for our lives or safety.

But if we did not book a later trip we were to lose 20 percent of our trip or about $1700 which was unfair and unreasonable due to the circumstances.

Still they do not care about their customers. I want my money back that was paid originally in cash since they did not cancel in a timely manner and I do not wish to be associated with a company who did not keep the safety of its passengers first and worried about losing cancellations and money.

View full review
Loss:
$5400
Pros:
  • No pros
Cons:
  • All bad

Preferred solution: Full refund

User's recommendation: DO NOT BOOK WITH VIKING. CHOOSE ANOTHER COMPANY.. THERE ARE OTHERS THAT ARE BETTER AND CARE ABOUT ITS CUSTOMERS. IN THS CASE OF WAR, VIKING DID NOT CARE ABOUT ITS CUSTOMERS AND WILL NOT REFUND MONIES ONLY GIVE VOUCHERS WHICH IS REALLY FRAUDULENT AND UNFAIR. MAKE OTHER CHOICES AND DO NOT BELIEVE THAT GUY ON PBS WHO MAKES YOU THINK VIKING IS THE BEST CRUISE SHIP BUSINESS IN THE WORLD. IT IS NOT!!!!!

Wendy M Wwq
map-marker Chicago, Illinois

Viking Air totally screwed up our air reservations

Viking scheduled our air reservations and scheduled a tight turn around between two international flights. Less than two hours.

They didn't realizezero that Delta does not recognize Turkish Air and won't transfer bags to those flights. This meant we had to clear customs half way thru our trip, claim our bags and try to get re-ticketed. Viking told us they had made reservations on a later flight, but had failed to do so. We ended up waiting an additional 9 hours in an airport for another flight.Final result, it took us two days to get to our destination and causing us to miss one day that we had paid for in Istanbul.

We are very dissatisfied customers and won't recommend Viking to others. Their air support team are not well trained!

View full review
Loss:
$300

Preferred solution: Price reduction

User's recommendation: Do NOT use Viking Air if you want to get to your destination. They lack training!

ERIC J Tdj
map-marker Caton, England

Cruise certificate missoled

We were not advised that we could only use one certificate per person per trip. I have just put 2 certificates in for a booking for next year and wish to be rembersed for the remaining 8 certificate I was informed this morning that this will be done. Contact ericjudge08@***.com
View full review

Preferred solution: Full refund

Albert G Jke

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Pleasant Hill, California

Your cancellation policy

DWe attempted to cancel over six months in advance and were never told that wed lose the trip cancellation money.
View full review
Loss:
$1500

Preferred solution: Full refund

User's recommendation: Don’t book on Viking

Steven S Pvd

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Baltimore, Maryland

Complaint about airport transfers

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I have booked your Mekong Delta cruise tour with air booking #614****. Immediately after our Viking cruise tour ends we have made plans on our own to fly out of Ho Chi Minh city. Our Viking booked international flight home is one week later. I do not under stand why our package does not include transfers to Ho Chi Minh airport. We paid the same amount as as those with similarly situated staterooms ($15,000 plus). This is our third Viking cruise and we are waiting to book Antarctica in fall of 2023. This seems like unnecessary nickel and diming.
View full review

Preferred solution: Transfer from Ho Chi Minh city Hotel to airport.

Anonymous
map-marker Germantown, Tennessee

Our cruise was from Amsterdam to Budapest. The German part of the cruise was very repetitive but not Vikings fault

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Just would want to have a shorter cruise if I were to take another. Also, the room is VERY small. All workers on the ship were exceptional.
View full review

User's recommendation: Take a shorter cruise first to see how you like it.

Joseph K Dga
map-marker Sturgeon Bay, Wisconsin

Getting in touch with Viking Air is like dealing with my cable company, Spectrum, you are on hold for literally hours and the people generally must be compensated by how quickly they get rid of you.

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I cannot find the 800 number for Viking Air. Where are you hiding it. Not even shown on the site plan.
View full review

Preferred solution: Let the company propose a solution

Dr.Carl S

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Milner, Georgia

Worst Customer Service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Viking Cruises - Worst Customer Service
Provided voucher for cancelled Swiss Alps to Paris River cruise. Denied refund following multiple requests. Booked Alaskan cruise for March 2022. Was told I could cancel Viking Air for a refund, and could then buy Delta tickets w/Sky Miles. Then Viking changed their story, said would be $500 penalty to cancel airfare. Refused to offer full refund. Will never use Viking again.
View full review
Pros:
  • Interesting itineraries

Preferred solution: Full refund

User's recommendation: Avoid Viking

Jeanette A Jnm

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Adeje, Canary Islands

Why can’t we reserve 4 tables for dinner

We are currently 16 passengers traveling as a group of family and friends on the Radgrid. The staff have been fantastic, but said that they cannot accommodate our request to RESERVE 4 tables together so we can sit together for dinner. As such, we need to send 4 people to the dining room 5 minutes beforehand so we can get the 4 tables closest to each other.

We need to do this each day.

I cannot understand why an upscale cruise line such as Viking would not accommodate this request.

This need to run out of the talk the cruise director is giving so we can get these 4 tables is not convenient nor is it good customer service.

We still have 5 days left and respectfully ask you to honor this request to allow the staff to reserve these 4 tables for our large group.

Thank you,

Jeanette Anglin

Cabin 204

View full review
  • 1
  • ...
  • 8
  • 9
  • 10
  • 11
  • 12
  • ...
  • 26