Update by user Jan 01, 2015
Viking has been consistent with their non-apologies, including to the Better Business Bureau in their area in California. Credits offered are no better than what their current on sale advertising is.
When our complaint went to the head of Marketing, the person contacted my husband, rather than me.
Insult. If they want us to change our opinions or to resolve this dispute, they need to do what is right - accept their responsibility for 1/2 of our additional costs.
Original review posted by user Jul 18, 2014
This was our first cruise ever and supposed to be a family reunion. We are not fussy, difficult people but when we feel are being mistreated or ignored, then we get upset.
Our experience in May 2014 was tainted by the absolute lack of problem solving by Viking, caused by their limited customer service agents.
Viking accepts NO responsibility for their mistakes, even when called, asked a question and their people give wrong or non-answers.
DO NOT book directly with Viking. They get the discounted airfares but will not help with any travel problems, like a travel agent will. Even knowing where lost baggage is can be a problem for them. There are NO refunds for any cancelled travel. There are NO refunds for delayed travel due to airline mechanical problems. Miss your boat? Too bad.
DO NOT buy their travel insurance. Not only were we overcharged for the insurance, which they received a commission for selling, but it is a limited policy which protects the cruiseline, not you the customer.
If there are any problems or disputes, they consult their employees and will not permit you, the customer, to see what was said so their employees may alter the facts to protect their jobs.
And they are very good at non-apologies. Mr. Hagen and his daughter have no idea since letters sent directly to them are never read by them and other people intercept them. If they do read them, then it does not say much for the Hagens.
Product or Service Mentioned: Viking Cruises Cruise.
Monetary Loss: $6000.