Viking Cruises
Reviews and Complaints
Refund of ticket
User's recommendation: Check if u need medical as they have none to help
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 | Columbia, South CarolinaBait & Switch by Viking and TripMate
Claim # 711****
Viking River Cruises Contract # 653****
Trip Mate Contract # GR425V
We followed Vikings advice to purchase their own recommended travel insurance (TripMate) so that we would be compensated for unused portions of any trip interrupted by Covid.
Our 7-day luxury cruise was, unfortunately, interrupted by covid. In fact, the entire 7 days were spent in isolation either in our cabin or in an airport hotel located in Paris.
Knowing we had purchased this insurance was the ONLY peace of mind during this horrific trip.
Yet, 5 months after we submitted our claim, we continue to experience delay, misrepresentation, nonexistent follow-up, unfulfilled promises and months of unexplained silence re our claim against Viking policy cover-ups and insured losses by TripMate.
We submitted several insurance claims to Tripmate and followed up numerous times, with more information and repeated requests for payment of our claim and closure of the matter.
We contacted Vikings Customer Service Department a number of times, which has resulted in no offer to mediate, compensate or intervene in any way re its own, unannounced Covid one and done testing policy, which caused this whole debacle, or with Tripmate for coverage under the insurance policy that Viking recommended to cover this very occurrence.
Tripmate continues to reject (by its silence, since there has never been a formal denial of the claim) the very insurance claims they promised to cover when we purchased the additional insurance policy.
Trip Mate also blatantly ignores our numerous attempts and requests to speak with a Tripmate supervisor so that we can come to some sort of fair resolution.
No supervisor has ever called us despite repeated promises that our claim was being escalated and that we would receive prompt follow-up.
Trip Details and Background
On April 10, 2021, we arrived for our 7-day cruise vaccinated, boosted, and armed with current negative Covid test results, as was required by Viking policies.
On our first full day, a crew member shockingly informed us that (despite all the shots, negative tests and having not 1 symptom) one of us had received a positive Covid test result when we first boarded the afternoon before: a false positive result that we expected would be corrected and clarified with a second and third Covid test.
Two subsequent tests were conducted after the first test and before we were removed from the boat, but the results were never revealed because of Vikings failure to consider retesting results.
One oral swab test and we were done with our trip.
We were told that even with no symptoms and 2 negative retests we would have to immediately quarantine in our room and leave the boat immediately as soon as they could arrange a ride to Paris for further quarantine there.
What followed was 5 days of isolation, chaos, frustration, and misinformation, followed by what has now been almost 5 months of delay, misrepresentation, nonexistent follow-up, unfulfilled promises and months of unexplained silence re our claim against Viking policy cover-ups and insured losses by their carrier.
Rather than cruising on a Riverboat for our 49th wedding anniversary, we spent the rest of the week in a hotel room at the Paris airport. No books. French language TV only.
Not once during what was to be our luxury 7-day excursion did we experience a single element of cruising. No sitting on the deck, gazing at the view and breathing in the fresh countryside air and taking in the countryside views.
No socializing or 5-Star dining experiences. No participation in any activities or entertainment. (SEE ATTACHED PHOTOS)
Rather, we packed and unpacked twice on successive days awaiting removal from the boat and the ride to Paris we were told would be coming but didnt arrive for 2 days.
During this time, we could not leave our (viewless) cabin on the boat. For most of the hours, we were tied up to a sister boat, staring directly into a cabin on that boat.
The remaining days of our trip included a 7-hour car ride to Paris followed by 3 days of further isolation in an airport hotel room, which we could not leave, followed by retesting and directions by Viking to leave Paris within 24 hours.
All meals on the boat awaiting our removal and at the hotel were left outside our doors.
We were indeed pariahs. All over one false positive Covid test.
One thought sustained us during this nightmare.
We had purchased TripMate's insurance as Viking recommended. Since our trip was interrupted due to covid, we expected to be compensated, as promised by Viking and TripMate.
User's recommendation: Viking and TripMate Insurance Coverage Misleading
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 | Caringbah, New South WalesAfter cruise charge
User's recommendation: be careful
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 | Los Angeles, CaliforniaViking refused to reschedule our trip
Repeated refusal to reschedule trip to a later date
we stupidly believed the sales pitch about accepting a viking voucher in lieu of a cash refund. one and one half year later we redeemed our coupon for a viking cruise to Australia and New Zealand. We have travelled 3 times with Viking and always bought the trip insurance. we booked this itinerary and neglected to buy the travel insurance through error/indavertence.
We are scheduled to leave January 4, 2023 for a 19 day trip. My wife had emergency retinal reattachment surgery 11/2/22 and cannot fly until 12/25/22 at the earliest. I asked Viking to allow us to travel on a future itinerary on the same trip to avoid risk to her recovery. I have been informed I will face cancellation and a loss of $42,000.00 dollars.
Viking does not give one damn about the fact that my wife may lose sight in her left eye nor that we face losing $42,000.00 despite the fact that we have travelled on 3 prior excursions and brought Viking 6 customers. It costs Viking $-0- to reschedule our trip.
- Nice ships
- Horrible customer service
Preferred solution: Trip rescheduled
User's recommendation: Avoid Viking the customer service is ZERO
Dispute over funds being held by Viking
For two years I have been trying to have our funds returned without any help. We have gone on two cruises one river (2018) and one ocean (2019) which we loved.
Our 2020 Barcelona to Rome was cancelled due to Covid and we were reimbursed in full. I cancelled our Passau to Budapest Booking Number 573**** on 2/14/21 that was scheduled to go out 4/9/21-4/16/21 under duress with all the worldwide deaths taking place at that time. I accepted a "voucher" in GOOD FAITH thinking we would go out the following year. On the same day we cancelled we booked America's Heartland, believing at the time it would be better to remain within the USA.
That Booking Number is 624**** scheduled to go on 9/10/22-9/17/22. Viking cruise line remained closed until July of 2021 and a "vaccine mandate" was put in place. I was not comfortable getting an emergency vaccine that was rushed. I stand by my decision, especially with all the "sudden deaths" that have been made known.
I am treated for a generalized anxiety disorder and have had great anxiety over this whole situation. Viking is holding $9,248.64 and will not reimburse us. They said I could find someone to transfer the vouchers to or I loose my money by 10/21/23 and 10/29/23. I just read that someone as of 1/3/23 received help from a supervisor and they were reimbursed for not having the vaccine.
In the two years I have made phone calls, including today, I am getting no help and my anxiety over this whole disgraceful mess is spiraling the closer the deadline gets. Please help us. We are both retired living on fixed incomes now. I lost my job as an RN because of this.
We are NOT isolated in this decision. There have been many others that chose not to get it as well. We both had covid in 12/2021 and 12/2022 both times presenting with mild flu like symptoms. I know more people that got the vaccine and have had multiple bouts of covid.
All the other cruise lines have done away with the mandate.
My hope today was that would have been the same and we could have used our voucher one last time or be reimbursed in full. I am feeling desperate at this point.
User's recommendation: I loved our cruises. I would have gladly taken another one. I read that if I could not use the voucher within the two years, we would be reimbursed in full. They have taken the decision out of our control. I do not want to loose our hard earned money. Please honor our request.
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 ReviewerTripmate Travel Insurance Experience
I am writing to inform you of a recent, unfavorable experience with your recommended trip insurance provider, Tripmate.
In August 2022, my husband and I signed up for your Antarctic Cruise in January 2023.
In October 2022, my husband was unexpectedly diagnosed with late onset Alzheimers/Dementia after a routine neurological examination. Shortly thereafter, his overall health began to noticeably decline and by late November it was apparent he would not be able to make the trip in January 2023.
Therefore, I decided we needed to cancel our reservation and submit a claim under the travel insurance we purchased for this purpose.
All required documentation was submitted to Tripmate on 12/22/22 and additional medical information was submitted by January 11, 2023.
From this point forward, the company requested information already submitted to them, kept sending emails saying they were overwhelmed with a large number of claims,etc.
Unfortunately, my husband passed away on 1/31/23.
I notified Tripmate on 2/5/23 and sent them a copy of his death certificate. I thought this should expedite payment under the claims, but it did not.
I reached out to your company on 3/12/23 and was told by the representative (Brad Klaus) that you could not provide any assistance. Not only was this hard to believe, but it was extremely disappointing.
In any event, I did receive payment on 3/17/23. However, one of the checks was issued incorrectly in my deceased husbands name and it took another month to correct this error made by the company.
I am sending you this information to let you know how poorly your Contractor has performed.
It seems many other Viking customers have had similar problems getting their claims processed and paid.
I believe it is your responsibility to fix this problem. I can assure you I will not be booking any future trips on your cruise line as a result.
Valerie Cline
Preferred solution: Apology
User's recommendation: Don’t Use Viking Travel Insurance Co. - Tripmate
Air flights
- One excursion a day is included
- Not a seamless process
Preferred solution: A partial credit towards another cruise.
User's recommendation: Insist on direct flights
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 | Seattle, WashingtonViking Cruise Lines, extremely poor customer service, stealing
Viking refuses to engage and is stonewalling. They took my money but didn't offer a reasonable alternative to my problem. In addition they used a bait and switch technique instructing me to file an insurance claim knowing that once I did they could try and legally dismiss any additional problems with the company as no longer valid since they had passed the problem off to their very poor travel insurance carrier, rated 277 down on the list.
- Stealiing
- Extremely poor customer service
Preferred solution: Full refund
User's recommendation: Avoid Viking Cruise Lines at all costs
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 | Merksem, Antwerp ProvinceMediocre food, boring shore excursions.
User's recommendation: Don't bother wasting your money
Emergency
Very poor communication; issues still not addressed; customer care misrepresented
TO WHOM IT MAY CONCERN:
We traveled on the Iconic Western Mediterranean/Viking Sky cruise, departed 26/02/2022. I ask that you refer to our history to review all our verbal and written correspondence regarding our Viking experience.
I worked with your customer relations department regarding our very poor experience and expressed our disappointment in your customer service. My last point of contact was with an agent in approximately August of 2022, a gentleman who listened to and questioned me about our travel issues. I had great hopes that I would receive a response regarding our last conversation from Viking but at this point in time I recognize that this has become a lost dream.
I am giving your company once last chance in the hopes of redemption. We have been asked many many times by friends and acquaintances what our opinion is of your cruise, and though we cannot deny the cruising staff goes above and beyond to make our time with you the best it can be, we express our deep concern that you do not do a very good job with communication in the times of trouble. As senior citizens its important that we know you are looking out for us and there is at least help available via the hotline since we booked everything thru Viking including Viking Air. This sense of security is critical and one that Viking has failed to live up to advertised expectations. Todays world is a scary place and we need to know we have a company that will be available and helpful in times of need. We have told many that based on our experience we do not recommend your cruise line because we did not get the support that we paid for. I for one expect that a ship would notice we were not onboard, there were issues with our flights and our profiles would show we made several calls to your hotline to notify Viking of our distress. Equally disappointing is the fact that Viking asked me to take additional time to discuss this with a representative and there was no follow up to that call.
The final Viking solution presents that thank god we did purchase travel insurance and we were reimbursed therefore there should be no problem. As an act of goodwill Viking did present us with two $500 vouchers. I did tell customer service they would not be used.
Given our situation we do not feel safe in your care. Your advertising is misleading. Your communication is poor. We feel ignored. We are awaiting your response. I would love this to come to a happy conclusion.
Thank you
Horrible experience leading to 4 days in intensive care in hospital in Hungary.
My friend and I booked a trip down the Danube Dec. 14 on Viking to see the Christmas markets.
We bought the pre trip extension in Munich and Salzburg and the post trip extension in Budapest. When we arrived in Munich, ice , cold and snow also arrived. Our bus could not make the scheduled trip to Neuchwantein castle but we continued to Lindenhof Palace. We were not told by our guide that it was about one half mile uphill to the palace over frozen ground in a damp mist.
After touring the palace I asked for transportation back to the bus so I would not have to walk on the frozen ground and run the risk of falling and breaking a limb. I was told that was not possible although cars were driving down to the bus parking lot. I was sick that night and continued to get sicker as the trip went on. When we boarded the ship I stayed on board resting.
I did however attempt to make the trip to a village in the Check Republic which I had paid 125.00 extra. to see. Our guide did not tell us the amount of walking which was involved over rough terrain. When leaving the bus at the bus parking lot and seeing where I was expected to hike.
I told the guide that I did not think I could do it and ask if we could make other arrangements for me. She suggeted that she call a cab and the cab could take me to the restaurant where we were scheduled to have lunch. I readily agreed to this. the guide and the group left.
I waited for 30 minutes in the bus parking lot in the cold wind with no place to sit or escape the elements. Finally the cab came. The driver could speak no English and was rather rude but he took me to a restaurant. I had no idea where I was but after 10 minutes or so the Viking group came in.
When we returned to the ship. I continued to get sicker. On board the ship, the crew was definately slacking off as this was the last cruise before their 2 months winter vacation. When we arrived in Budapest for our post trip extension.
I was very very sick, a Doctor was called and I was diagnosed with pneumonia. The doctor called an ambulance and I was admitted to the hospital on an emergency basis. I spent 4 nights in the hospital in Budapest. Viking made no effort to help us although we had purchased the trip insurance through Viking.
When I was released from the hospital, the Viking agent met us at the hotel and insisted that I call the insurance company before I could even go to my room. I did so and the insurance agent on the phone was very rude and told me I could not file a claim over the phone and I must do it online. the Viking agent said I could then go to my room and rest and she would take care of the rest. I relaxed for a few minutes.
Then another Viking agent called and told me that the agent I talked to did not have the authority to book our airflight home and I must remain on the line which the agent I spoke with called my credit card co to see if I had enough credit to charge my airline ticket home as I had to pay upfront and then the insurance company would reinburse me if everything was in order.
It has been a month now and I have filed my claim and have heard nothing from the insurance company which Viking owns. It is obvious that Viking wants your money but is not interested in helping their customers if anything goes wrong for them.
User's recommendation: Use another cruise line.
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 | Lyon, Auvergne Rhône-AlpesPerson Injury on trip/Lack of concern or assistance
We returned 11/1/22 from Vikings Frances Finest tour. What a complete disappointment and eye-opening experience of Vikings lack of caring or customer service.
Having previously been on 3 other Viking cruises we never expected the lack of support or help I experienced after falling in Lyon France on 10/26 and breaking a bone in my foot as well as a bone around the ankle. Upon returning to the ship my husband immediately went to guest services to seek assistance. The response of the Viking crew member on duty was theres a hospital across the street. My husband asked as to transportation to get there and was told no taxi would come for such a short distance, and the crew member begrudgingly stated that I guess I could call an ambulance if you REALLY think its necessary.
We then walked across a highway, up a steep embankment of stairs, another highway then 2 blocks to the ER entrance. After registering and waiting at least 3 hours it became obvious I was not going to be seen that night. My husband went to a pharmacy and bought a cane and ace bandage and we returned to the ship.
By the next morning it was obvious that I was not going to be able to tough it out and we once again sought assistance from guest services. Another Viking crew member was on duty that time. My husband started to inquire about seeking medical assistance at one of the smaller towns that the cruise would be passing through, before he could finish the question the Viking crew member was adamantly shaking her head and responding no there was nothing they could do. My husbands response to that was Why in the *** are you answering NO when I have not asked the question yet?
When my husband returned to our stateroom with this information, I was distraught. Viking was refusing assistance to your passenger, and I had no idea how I would be able to return home. We were about to call the Viking emergency number when guest services appeared at the doorway apparently, rethinking this, they had found another hospital I could go to and called a taxi. No idea why this could have not been done the day before.
I did get to the hospital and was put in a temporary cast and given other medications/instructions that would allow me to return home. However, in the meantime the ship had moved on to the next port, so we had to catch a taxi in order to catch up to the ship.
After our return the Viking staff was much more helpful although it took 1 ½ days for anyone to offer the use of a wheelchair.
Unfortunately, this is not the end of the story. As I was in a cast and on crutches and supposed to be non-weight bearing on my broken foot. I specifically asked the Hotel Manager (Peter Campbell) if I would have wheelchair assistance from the bus to the airport terminal and I was told I would. Again, however, this was not true. The bus itself was very difficult to board as the step was a good 18 inches from the ground. The bus (which also had several other mobility challenged customers aboard) parked roughly 1/4 mile from the airport entrance. When we challenged this and said we needed assistance the Viking rep responded, either walk or miss your flight. If not for the help of another passenger with the luggage it would have been impossible. I had to navigate the distance with crutches and on wet pavement.
Sadly, the story does not end still as the promised assistance through British Airways also did not materialize. I will take that part of the story up with British Airways.
Suffice it to say Im certain further damage was done to my foot during this process. How could Viking who we once considered the gold standard of cruising treat a customer in this manner? I guess people can Explore the world with Viking as long as you are 100% healthy and have no issues along the way.
- Poor communication
- Extremely poor customer service at the boat location
- No staff to help handicapped passenger off the boat
Preferred solution: Apology
User's recommendation: Do not expect assistance from Viking if you get hurt or ill during a trip
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 ReviewerExcursion accommodations
My family has booked a pre and post cruise excursions with Viking. My husband and I are traveling with two adult children.
Viking books these hotel rooms with one king size bed. I asked that one room has two separate beds. I was first told by Viking to contact the hotel myself. I responded that we paid for viking to handle these excursions and thought they handle the appropriate accommodations.
I was told they would put in a note about it. I followed up with the hotel ( Marriott) who told me I could not change the room since it was booked by a third party (viking). Only Viking could make the change. I called Viking back and was told viking doesnt own the hotel or control the types of rooms.
They seem to treat everyone as a couple who wants to sleep in a bed together.
Its so disrespectful. I dont understand how a supposedly premier cruise company can not accomplish something as simple as separate beds in a large hotel establishment.
Preferred solution: Hotel accommodations at pre and post excursions that include two separate beds.
User's recommendation: avoid viking
More than 2 years to get my money back, still havent received
- 2 years for refund
- Still no refund
Preferred solution: Full refund
User's recommendation: dont cancel trip,,say goodbye to your money
Thank You for Your Reply! We are processing your message.
Your comment is successfully posted.
We regret to hear of the experience you’ve described, James L Jrm, although we appreciate the opportunity to respond. While we’ve taken note of your feedback, we welcome a continued discussion at TellUs@Vikingcruises.com should you wish to share more. Thank you for your comments.