Anonymous
map-marker Bonita Springs, Florida

Refund of ticket

I passed out in my state room and hit my head and got a large cut on my arm U have no medical I was not able to do my tours after that My tour of motor coach to panoramic Budapest group 46 E I gave the staff the ticket for someone else to use it as my headaches and arm made it impossible for me to do it
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User's recommendation: Check if u need medical as they have none to help

Steve B Tfi

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Verified Reviewer
| map-marker Columbia, South Carolina

Bait & Switch by Viking and TripMate

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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.

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User's recommendation: Viking and TripMate Insurance Coverage Misleading

Greg C Oim

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Verified Reviewer
| map-marker Caringbah, New South Wales

After cruise charge

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Last year we did a 2 week river cruise with viking and in april 2023 we have completed a 4 week med cruise on viking sky. We weren't impressed with all and told them so and now a week later we find we have a debit of $110 on our mastercard and on enquiring we're told it's for a missing plastic tumbler/glass. We left our cabin as we found it so know nothing about this. To be charged $110 for a $2 glass seems ridiculous in itself let alone taking into account that we have spent over $50,000 in 2 yeras with them. Never again will we travel viking.
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User's recommendation: be careful

James L Jrm

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Verified Reviewer
| map-marker Los Angeles, California

Viking refused to reschedule our trip

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Viking Cruises - Viking refused to reschedule our trip
Viking Cruises - Viking refused to reschedule our trip - Image 2
Updated by user Nov 07, 2022

Repeated refusal to reschedule trip to a later date

Original review Nov 07, 2022
Let me tell you about my experience with Viking. Viking cancelled our cruise during covid.

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.
View full review
Loss:
$42000
Pros:
  • Nice ships
Cons:
  • Horrible customer service

Preferred solution: Trip rescheduled

User's recommendation: Avoid Viking the customer service is ZERO

1 comment
VikingCruises

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.

Anonymous
map-marker Reseda, California

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.

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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.

Valerie C Vxk

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Verified Reviewer

Tripmate 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

View full review
Loss:
$2200

Preferred solution: Apology

User's recommendation: Don’t Use Viking Travel Insurance Co. - Tripmate

1 comment
VikingCruises

We appreciate you sharing your experience, Valerie C Vxk, and are truly sorry for your loss. Your comments have been documented for internal review, however, we would welcome the opportunity to learn more about these events.

Should you wish to do the same, we invite you to email TellUs@vikingcruises.com with your booking information and any further details. Thank you once again for taking the time to share and wishing you a lovely day.

Jo-Ann S Nft
map-marker Orlando, Florida

Air flights

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We did not receive notification for our first flight, nor the fact that it was delayed. The delay meant we would not be able to make the connecting flight to our destination. I really need to talk to someone to explain all the details. At the outset of the trip, I realized this was not going to be seamless.
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Pros:
  • One excursion a day is included
Cons:
  • Not a seamless process

Preferred solution: A partial credit towards another cruise.

User's recommendation: Insist on direct flights

Gary L Ubw

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Verified Reviewer
| map-marker Seattle, Washington

Viking Cruise Lines, extremely poor customer service, stealing

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Updated by user Aug 02, 2022

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.

Original review Aug 02, 2022
ISSUE with VIKING CRUISE LINES My wife and I have a serious problem. On 4/20/21, we purchased tickets from Viking Cruise Lines ($34,258.88), for a sailing including air fare and their recommended trip insurance that was to occur on 3/5/22. Due to Covid, Viking provided passengers the option of allowing us to hold off a year by notifying Viking which we did and they issued four vouchers ($8564.72) equalling the amount of money we spent on the tickets, trip insurance (Trip Mate) and our air fare. These vouchers expired on 1/19/24 and were transferable to another party which would have allowed us to try and sell them if we chose to do so. We want a refund. BACKGROUND However, on 6/4/21 shortly after we bought the tickets, my younger son (aged 29) tried to commit suicide. On 5/8/21 he and his partner separated. They had been together for a couple of years and while they didnt get married their union produced two children, now aged 2 and 3 and a half. They both live in Seattle, WA. My son had been de-compensating for some time primarily due to the toxic relationship with his ex but we didnt know that since we lived in Bellingham at the time which is an hour and half away. He had had been drinking and using drugs. My son became so despondent and depressed that he didnt see any way out to take care of his children and function like a normal person and so decided to commit suicide. He called my wife to say goodby and at that time she could hear him ratcheting the gun in his hand. As soon as she could she called our older adult son who at that time lived just a mile away. He went to my younger sons apartment and was able to get the gun out his hand. We rushed him to a med psych unit at Harbor View ER hospital where they helped stabilize him and then referred him to a counselor whom he saw a couple of times and then stopped going. He told us that he has been diagnosed with depression and anxiety. He continued to have mental health issues which were exacerbated by alcohol and drugs. Residential treatment programs were not available at the time. His continued depression led to him staying in bed for almost two weeks and not working. He was finally able to get into a one month treatment program on 8/3/21. After he left the program he was stable for about two months then he relapsed. He went back to the same treatment program 2/2/2 and we helped financially. That was almost six months ago and he seems be recovering although it has been difficult. Fortunately the people at his job were very understanding and said they would let him work again as soon as he was able. The significance of this is that when he wasnt able to earn money so we had to help pay his rent and provide food, clothes, and preschool tuition because he was unable too. Between the constant cost of traveling between Seattle and Bellingham and renting hotel rooms, paying my sons rent and providing for the children, money has become a bit of an issue. This issue is ongoing at this time and shows no signs of diminishing in the near future. At issue, of course, besides my sons problems are the grand children. We hired an attorney to assist my son with gaining parental rights. He does have half time custody. A parenting schedule was established wherein each parent has the children two to four days a week and every other weekend. Due to his lack of a support system in the Seattle area we had to step in and provide it. Initially we started coming down to Seattle on his parenting days staying at hotels to help. However, this became too expensive and difficult so we rented a small one bedroom apartment in Seattle on 9/26/21. We have now sold our house in Bellingham and moved to a small rented house in Seattle to eliminate the hour and half drive every two for four days so that we can be near the children and be available to assist my son with the care of our grandchildren. My son works as a welder and has to be at work at 6 AM but has to leave for work at 5 AM. So either my wife or myself get up at 4:30 AM to get to his apartment by 5AM so he can go to work. When the children wake up we take care of them, take them to day care and after school also take care of them while my son goes to AA meetings at night after dinner. CURRENT ISSUE My wife and I vacillated on whether we should cancel the trip entirely or wait a bit to see if the situation with my son stabilized. This would allow us to take a long and extended vacation that we had planned which included the two Viking cruises. It was after we purchased the tickets we began to realize we would not be in a position to take this cruise or any other vacations while being the primary support system until the children are older. Sometime in January 2022 my wife called Viking to cancel the trip and was told we would be issued vouchers for the amount of the trip. The vouchers would have allowed us to book a trip up to one year after the expiration date of 1/19/24 as long as we booked the trip before that date. After much discussion my wife and I realized that we would not be in any position to take an extended vacation until the children are older and more independent. I called Viking in January to request a refund of money due to the situation which my wife had explained to them. Viking suggested we contact the trip insurance carrier that had been recommended by Viking, which we did. The person I spoke with at Viking said that if the insurance carrier was unable to help then we should recontact Viking to see what could be worked out. The insurance carrier, Trip Mate, has a policy that allows one to cancel for any reason. I completed the necessary paperwork to request a refund. We were surprised to receive vouchers from Trip Mate as compensation since we had requested a complete refund. My question is if they denied our request for monetary compensation, then why did they provide us with vouchers? The sent me an email stating our request was denied but they did issue us two new vouchers ($16010.44) but these vouchers are not transferable and only valid for one year with an expiration date of 6/20/23. We had initially spent over $34,258.88 and the amount on the new vouchers was $2238 less than the original amount. We were told that it was because we used the trip insurance. I fail to understand why we lost that money. I spoke with Viking and they said that since new vouchers issued by Trip Mate now superseded the vouchers previously issued by Viking those vouchers were no longer valid. In addition, they again refused to refund us our money and stated that they could not convert the new vouchers issued by Trip Mate back to transferable ones with a longer end date. As a further insult no one at Viking or Trip Mate told us that by submitting a claim for a refund they would automatically cancel our previous vouchers when they issued new ones nor that we would loose the $2,238 that we had paid for trip insurance. WHY WE CANT TRAVEL WITH IN THE ALLOTTED TIME FRAMES As you may have surmised these children are now being raised and cared for by five different adults, the birth mother, the maternal grandmother sometimes, our son (their father), and us. It is difficult for children this young to understand all the issues that have caused the parents separation. Due to the parents inability to effectively communicate with each other the family law lawyer suggested we set up a communication process whereby the mother will talk to or send messages via my wife who is now acting as an intermediary. We have become the primary anchors for these children. Until they reach an older age and are a little more independent we just cant pick up and leave for a month or two on an extended trip with Viking. The children are too young and would feel abandoned. In addition, who would care for them during the time were gone. We know the mother would not because she would say that it is our sons responsibility to care for them on his parenting days. We thought about trying to hire someone to fill in for us while were gone on the Viking cruise but who would wake up sometime after four AM to go to his apartment and care for the children and then return later in the afternoon to pick them up and watch them while my son goes to his nightly AA meetings. Even if we could find someone it would cost prohibitive. Putting that difficulty aside for the moment, we're talking about two toddlers who are already stressed with the difficulty of the parenting and living situation. A total stranger jumping into the mix for a brief period would be very confusing for them not to mention the abandonment issues they would most likely have as a result. Thus we know we cant take any type of extended vacation until our sons life stabilizes and or the children become older and / or independent. BOTTOM LINE We want a monetary refund in the amount of $34.258.88. because of the above cited reasons which we believe is the correct thing to do.
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Loss:
$34
Cons:
  • Stealiing
  • Extremely poor customer service

Preferred solution: Full refund

User's recommendation: Avoid Viking Cruise Lines at all costs

England Omu

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Verified Reviewer
| map-marker Merksem, Antwerp Province

Mediocre food, boring shore excursions.

Meals were average at best. Shore excursions were boring. Sun deck was closed most of trip so couldn't get fresh air. Was looking forward to seeing beautiful castles like they advertise on tv & in their brochures. Didn't see any that they show only a few lacklustre ones mostly ruins. So disappointed as that was one of main reasons we booked. Definitely wouldn't recommend these cruises, so overpriced. Absolute waste of time & money.
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User's recommendation: Don't bother wasting your money

Vannie Xaw
map-marker Amsterdam, North Holland

Emergency

New Prague arrival time. 5:45 pm. Flight change KLM 1357 Our flight was changed to the one above. Our pick up transfer to the hotel time is changed
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Anonymous

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

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2 comments
Elif Vvy

Any further updates?

Terraz C

Update: We received a phone call from Viking Customer Service within 24 hours of post. Our rep read all documents prior to our call, was professional and caring, and wrote up an expedited report of our situation to her superiors. Again we want to emphasize that all the Viking staff and crew we have dealt with up to this point (cruise included) have gone above and beyond to support us and we appreciate all their efforts.

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Anonymous
map-marker Fayetteville, Georgia

Horrible experience leading to 4 days in intensive care in hospital in Hungary.

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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.

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User's recommendation: Use another cruise line.

1 comment
VikingCruises

We appreciate you sharing your experience, although we regret to hear of the events you've described here. We’ve taken note of your feedback and while we understand you have already been in contact with our team, if you'd like discuss this matter further we welcome you to email TellUs@vikingcruises.com with your booking information. Thank you.

Marty J Mue

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Verified Reviewer
| map-marker Lyon, Auvergne Rhône-Alpes

Person Injury on trip/Lack of concern or assistance

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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.

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Cons:
  • 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

Mary Ann M Ikz

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Verified Reviewer

Excursion accommodations

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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.

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Preferred solution: Hotel accommodations at pre and post excursions that include two separate beds.

User's recommendation: avoid viking

cchar c

More than 2 years to get my money back, still havent received

they kidnapped my money for 2 years and have refused to refund my money.. I ccouldnt make the trip (covid)so they held on to my money with some absurd excuse that they had to hold it for 2 years,,,i ccalled asking for my money back after 2 years and still havve not received my money,,yes MY money,,,will they give me interest on that money ?? For that reason I will never ever give them a dime of my hard earned money... Unexcusable way to treat potential customers. So dont book a trip unless you know for sure you can go..
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Loss:
$5600
Pros:
  • 2 years for refund
Cons:
  • Still no refund

Preferred solution: Full refund

User's recommendation: dont cancel trip,,say goodbye to your money