ComplaintsforViking River Cruises, Inc.

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Initial Complaint
06/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 5, 2022, I had to cancel a Viking trip (booking number *******) due to my mom's entrance into hospice care. She died a month later on June 2, 2022. To be clear, my canceled trip included a credit voucher of $5349.00 from a previous sailing that had extensive problems. When I canceled booking, number *******, the Viking representative told me by phone that due to the reason for cancelation the previously noted credit voucher of ($5349.00) should apply to the rebooking as an act of " good will from Viking Cuiseline." The said credit voucher I was given required rebooking prior to May 5, 2024, which I did, please see booking number *******. On March 18, 2024, I called Viking and spoke with a ******* because the credit voucher did not appear on my account with my current booking, number *******. He said the goodwill gesture of the credit voucher of $5349.00 would not be honored. I offered to send a death certificate and Viking said it wasn't necessary. They withdrew the credit voucher. After numerous phone calls, speaking to higher management, and a letter from my attorney, the "goodwill" credit is still absent from my account. This constitutes an arbitrary "badwill" by Viking. I just want compensation for the promised credit voucher of $5349.00 applied to my current booking.
Business response
06/18/2024
Thank you for reaching out to us here. We have arranged for a member of our team to review your comments and follow-up with you directly. This agent will be able to answer any further questions you may have. We wish you a pleasant day.
Best regards,
Viking
Customer response
06/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I await to here from Viking regarding this complaint. Please continue to pursue
my complaint.
I feel like they should do something to compensate me, since they refuse to reinstate a credit voucher.
Sincerely,

***************************
Initial Complaint
05/28/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 3/11/2019 we booked a Viking for 2020 which Viking canceled because of covid. According to a customer service representative we were suppose to receive 25% back from Viking if they are the ones that cancel the trip. We never saw those vouchers to notice that price difference. I show that we paid out $8994 between the down payment and the final payments. They tell me that the three vouchers were for $10112.80. We rebooked on 6/27/2020 for a 2022 cruise under a No Risk Reservation promotion. We canceled it in 11/2021 because of an uptick of covid in ****** Vikings travel consultant that we booked though never explained anything to us about any expiration dates etc. for the new vouchers. Viking states that it is not their representatives job to inform you of expiration dates etc. We never received any emails about expiring vouchers that Viking states that they sent and they do not ask to receive a notice that an email has been viewed. In March 2024 I called to see how much money I had in vouchers to spend on a new cruise to find out that my vouchers expired in 12/2023. The response from any of their representatives was that we were sent an email and they were expired. I then contacted Viking cooperate numerous times by mail to request that they issue us new vouchers and got the same answer, we sent you an emails, the last one on 10/18/23, and the vouchers have expired. I never received this one either. I sent them recent proof of an email from someone that was sent to me with no failure to send notice to the sender. I did not receive either of the emails that were sent but because we were also communicating by text we found out about the problem and I asked them to sent it to my husbands email, where is was received. Viking only has my email as my husband does not check his often. I asked them why they can call or send snail mail to get me to book a cruise with them but they will not do either of these to inform a customer of an impending expiration date.
Business response
05/28/2024
Dear *************************,
We appreciate you reaching out to us and have arranged for a seasoned member of our team to review your case and follow-up with you. This agent will be able to answer any lingering questions you may have.
Thank you and kind regards,
Viking
Initial Complaint
05/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Father booked cruise with partner. Passed away before cruise. Called Viking with his partner. Together on phone, requested credit to Partners credit card and refund check to fathers trustee. All parties verbally agreed ( one of Vikings requirements). Partner has received credit but beneficiary has not received refund check. It was to take 4-6 weeks. It has been 8 plus. Called again on 5/10 and Viking insisting they must talk to Partner again, even though they have already received her verbal approval. Now leaving voice messages, hoping for return call.
Business response
05/13/2024
Thank you for reaching out to us. In order to assist we need a little more information from you. Kindly email us at ***************************************************** with the booking number found on your father's invoice documents so that we can arrange follow up with one of our agents.

We appreciate your time and look forward to your response.
Kind regards,
Viking
Initial Complaint
04/30/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have called Viking over the past 3 months to take me off their mailings. I can receive up to 3 advertisements in one day for every day of the week! Their mailing have increased instead of stopping. I have asked for confirmation that they will do as I request and they do NOT provide. Isn't this illegal to continue to mail when I have requested to be taken OFF their mailing lists? This has got to stop
Business response
04/30/2024
Thanks for reaching out to us. To ensure successful removal from our mailing list, please email us your customer ID #, located on the back of your most recent brochure, to ****************************************************** Then, please allow up to six weeks for all mailings to cease, as some brochures may be queued with the printer or the ************ Should you continue to receive mailings past the estimated time, please contact us at ***************************************************** to further assist you. Have a wonderful day!
Customer response
04/30/2024

Complaint: 21633139

I am rejecting this response because I called over two months ago and provided all the information they are asking. Now they want to treat this as my first request. NOT ACCEPTABLE! All mailings are thrown upon receipt! Remove my information from their mailings immediately!

Sincerely,

*************************************
Business response
05/02/2024
Unfortunately, we are unable to remove you from our mailing list without your customer ID #. Once you provide us with it, we will be able to unsubscribe you. After that, please allow up to six weeks for all mailings to cease, as some brochures may be queued with the printer or the ************ Should you continue to receive mailings past the estimated time, please contact us at ***************************************************** to further assist you. Have a wonderful day!
Customer response
05/02/2024

Complaint: 21633139

I am rejecting this response because:I dont have this information, but I did provide when I CALLED THEM TWO MONTHS! This is illegal to ignore my requests and they have my name, address, phone number! Stop soliciting using my personal information. I should not have had to reach out the BBB either! Who else do they need to be reported to?

*************************************
Business response
05/13/2024
We understand your frustration; however, we do not have your customer ID # on file, and this is required to unsubscribe you for our mailing list. When you receive your next brochure, please email the customer ID # located on the back of the brochure to ***************************************************** so we may ensure successful removal. We hope to hear from you and wish you a pleasant day!
Customer response
05/15/2024

Complaint: 21633139

I am rejecting this response because I provided all information when I called. I provided my name and address in this complaint. Stop mailing to my home address as requested months ago and repeatedly. This is an illegal practice and you should not make it this difficult for people. I NEVER asked to receive anything from you! Im reporting you to the ** Attorney Generals Office

Sincerely,

*************************************
Initial Complaint
04/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We booked and payed for a Viking Ocean Cruise Antiquities of the Mediterranean. We also payed for travel insurance. My wifes sister from ********** was diagnosed with a brain tumor with life expectancy of six months. We canceled the trip with the expectancy of going at a later date. Viking kept out money. My wife spoke with a Viking representative who indicated that a future trip had to be scheduled by December 2024. When we called March 2024 to schedule a cruise, we were told that the $9000 Viking was holding was forfeited. Speaking with *********************** from Viking was an exercise in deception, disingenuous explanations, and intransigent behavior. He adamantly refused to apply what we had payed toward another cruise or to return the money. The travel insurance previously payed allegedly was not applicable toward a new reservation. He indicated that my wife had received some communication from Viking. He also mentioned that I had received some correspondence. I checked my email, spam, old mail, new mail, and trash and there was absolutely no communication sent to me. I want the money we payed to be applied toward another cruise or returned.
Business response
04/17/2024
Dear ************************,
We appreciate you reaching out to us here and have arranged for an agent to follow-up with you directly. This agent will be able to answer any further questions you may have.
Kind regards,
Viking
Initial Complaint
04/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a cruise on 2/17/2024 for 2/5/2025-2/15/2025. I was strongly urged by the salesperson to purchase insurance coverage and that purchase was time-limited in terms of availability. My wife and I have traveled 12 visits to ****** as well as vacations to *****, ***** and ***********. I have always purchased travel insurance. What was not disclosed is that $974.00 travel insurance needed to reviewed by me within 10 days when it would become unrefundable. Was this disclosed to me at the time of purchase? No. I have recurrent retinal detachments requiring me to cancel my cruise. They refuse to refund my travel insurance. This is so unethical. My attorney and I are talking about a class action lawsuit.
Business response
04/17/2024
Dear **************,
Thank you for reaching out to us. We have arranged for a member of our team to review your comments and contact you directly for follow-up. This agent will be able to answer any further questions you may have.
Kind regards,
Viking
Customer response
04/18/2024

Complaint: 21564726

I am rejecting this response because: I was contacted by Viking this morning. ******** apologized for the fact that the sales rep who sold me the travel insurance policy did not disclose to me that I had 10 days to review the policy and then it would be non-refundable. She said she would request a refund for me, but was very doubtful about my receiving one. It is noteworthy that these are two different Viking Departments-reservations and travel insurance. These are not two companies. Viking is not engaging in an ethical business practice. How can a company charge $974.00 for an insurance policy that I as the consumer cannot use and then refuse to refund the money?

Sincerely,

*****************, Ph.d.
Business response
04/18/2024
Dear **************,
Thank you for reaching out to us. We must uphold the answer given to you by our agent. Though we understand this may not be the answer you had hoped for, we thank you for understanding that this case is now closed. The agent you spoke to remains available if you have any lingering questions.
Kind regards,
Viking
Customer response
04/19/2024

Complaint: 21564726

I am rejecting this response because: the Viking response is basically, you, the consumer, are out of luck. We are keeping your money even though Viking provided you nothing-no coverage and no products.

Sincerely,

*****************, Ph.d.
Business response
05/02/2024
Dear **************,
While we understand this may not be the outcome you had hoped for, we must reiterate the answer given to you by our agent, that no refund will be forthcoming. Our agent remains available for any lingering questions, but we thank you for understanding that this case is closed.
Kind regards,
Viking
Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
3/20/2024 Cancelation 4/3 /2024 Lost passport
Business response
04/17/2024
Thank you for reaching out to us. We have passed your comment along to our team and an agent will be in touch with you.
Kind regards,
Viking
Customer response
04/21/2024

Complaint: 21557724

I am rejecting this response because: on the form I filled out they had other and I truly felt my situation fell under that category. I feel they try to show that they care about
the people who purchase their cruises but really don't so they stick to the cancellation rules without consideration of situations that occur.

Sincerely,

*********************************
Business response
04/23/2024
Dear ********************,
We understand that our team has been in touch with you regarding your comments. We must uphold the answer given to you by our agents, and urge you to reach back out to the agent you spoke to should you have any lingering questions; however, we thank you for understanding that this case is now closed.
Kind regards,
Viking
Initial Complaint
03/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We had purchased a cruise thru Viking to go to ******* in August 2021. We were told we had purchased the insurance but later Viking claimed it was just our deposit we paid and not the insurance. ******* went into a level red which meant that travel was NOT advised due to the high cases of Covid in the country after our purchase. My wife works as a registered nurse at a level 2 trauma hospital was not allowed to travel to ******* or any level red area. We contacted Viking to plead our case and were told we could only get voucher and we gambled and lost. The Viking agent said we took a chance booking a cruise and that our money was already spent and couldnt be refunded. We asked them why they were not cancelling the cruise and putting people at risk (note-if you tested positive on the ship, you would be quarantined to your room). We were then told we either book a different trip or sell our vouchers within a due date. No option to get a refund. After relentlessly trying to sell a cruise voucher to a second party ourselves was unsuccessful, we were forced to choose another trip which we did not want to book but would otherwise loose everything. Afterwards we we told that now we booked the next trip our vouchers were no longer transferable and if we would like to change our trip we would need to each pay an additional $500.00 in insurance. All this due to a change in their policies. We now have someone willing to purchase our vouchers, but Viking wont allow that to happen. Either we are forced to go on a cruise we dont want to go on. Pay an additional $500.00 to change a to different cruise we dont want to go on, or loose all our money that we have already paid. We have called several times to resolve the situation with no success to the point of our request going to the Management Team over two weeks ago with no response call or email ever since. Viking made no attempt to correct the situation and conveniently changes its policies in their favor.
Business response
03/19/2024
Dear **********************,
We appreciate you reaching out to us here and have arranged for a member of our team to review your case and follow-up with you directly. This agent will be able to answer any further questions you may have.
Kind regards,
Viking
Initial Complaint
03/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
August 6,2023-Viking failed to provide a safe ship for our River Cruise. My husband *************************, was badly injured by a heavy suitcase. There was no hospital until 2 days later. He was bed ridden after that. There was only one Covid test kit and it was for the crew. No nurse, or first aid kit. A female passenger was ill with a contagious viral pneumonia. The crew failed to quarantine her. Over one third of the passengers became ill and bedridden including my husband and myself. The ship was in poor repair. Railings to the deck were not secure.. There was a ceiling fixture to our cabin was mounted with duct tape. Due to injury and illness we could not go on any prepaid shore excursions. We had a prepaid SilverSpirits package which we due to my husbands accident and or viral illness we could not use. The crew did not bring any of my husbands meals to the cabin nor did they inquire how he was recovering. The last day of the cruise Viking refused to allow us to stay in the cabin because the next group of passengers was coming in three hours. Utter disregard for the safety and wellbeing of the passengers We had paid $11, 000 for this 8 day nightmare. We have photos of all the above which I can forward to you via email. ******************* ************************* *******
Business response
03/17/2024
Dear *************,
Thank you for reaching out to us here. We have arranged for a member of our team to review your case and follow-up with you directly. This agent will be able to answer any further questions you may have.
Kind regards,
Viking
Customer response
03/23/2024

Complaint: 21434063

I am rejecting this response because: Viking representative called and kept talking on and on Finally after several minutes of listening to Viking propaganda I said I would hang up. Viking representative then offered a voucher towards another Viking Cruise.
Under no circumstances would my husband and I ever get on a Viking boat. The whole cruise line should be ashamed of the ship Uller.

Sincerely,

*******************
Business response
03/31/2024
Thank you for reaching out to us. We have passed your comments along to our team, and an agent will be in touch with you directly.
Kind regards,
Viking
Customer response
04/08/2024

Complaint: 21434063

I am rejecting this response because:
Viking never got in touch with me.
Sincerely,

*******************
Business response
04/17/2024
We regret to hear this and have followed-up with our team. An agent will be in touch with you to address your comments.
Kind regards,
Viking
Initial Complaint
03/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My boyfriend and I were very excited to finally book what we hoped would be our first of several Viking river cruises. We reserved the Rhine Getaway in July 2023 for travel in July 2024. On the day we booked our trip, the Viking travel expert we booked our trip with urged us to purchase Viking cancel for any reason insurance. Since this was our first time traveling with Viking and she was so insistent how important it was, we thought it best to purchase the insurance for $1898 that day. We paid for the balance of our trip a month later and sadly, just a few weeks later, my boyfriend received a devastating cancer diagnosis. We knew we'd need to cancel because he would be in treatments so we filled out the claim form we were sent from Trip Mate and included a statement from my boyfriends oncologist confirming his diagnosis and that he wouldn't be well enough to travel in July 2024. Trip Mate refunded the cost of the trip but were upset when we learned that Viking would keep the $1898 we paid for their cancel for any reason insurance. The Viking rep I spoke with told me we had 'used' the insurance to get our trip money refunded so that justified them keeping the $1898 premium. I learned we didn't need to buy that insurance the day we booked the trip because we would have been refunded the entire cost of the trip anyway since we cancelled 8 months in advance and if we hadn't purchased the Viking insurance, we could have purchased trip insurance months later from a 3rd party. We thought Viking was a world class company and have lost faith in them due to their strong armed sales tactics and refusale to refund the $1898 especially considering the circumstances under which we needed to cancel our trip. After hearing so many good things about Viking I won't book another trip with them and certainly can't recommend them to others. Shame on Viking!
Business response
03/12/2024
Dear **************,
We appreciate you reaching out to us here and regret to hear of your frustrations. We have arranged for a member of our team to review your case and contact you directly. This agent will be able to answer any further questions you may have.
Kind regards,
Viking
Customer response
03/15/2024

Complaint: 21423672

I am rejecting this response because although I did receive a call from a Viking **** ******* was patently cold in her demeanor, repeated the same 'lip service' response when I tried to discuss my complaint with her and and didn't touch on any of the specifics of my complaint,

Sincerely,

*********************
Business response
03/17/2024
Dear **************,
We regret to hear this and have arranged for a member of our team to follow-up with you. This agent will be able to answer any further questions you may have.
Kind regards,
Viking

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