ComplaintsforViking River Cruises, Inc.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought travel insurance for a Viking cruise eight months before the cruise. We paid ******* on Feb 5. You had fifteen days to cancel. We were never told that. Unfortunately I found I need surgery. The money was due no later that the eight if we wanted insurance for our trip. We decided we would call back and gave them info for an electronic payment. The payment went from our acct to them on Feb. 7. Which would have put us in the fifteen day period. They refuse to give us a refund because the paperwork was done on the fifth. We have proof from the bank it never was sent till the seventh. They absolutely refuse to give it back. I have contacted several people with no help. The first supervisor was *******************. She said there is no appeal. She wont give me her superiors name or phone number. She says she is it. I spoke with three others same answer. Considering the cruise insurance wouldnt even go into effect until next Oct this just doesnt seem right. Im paying for something that doesnt exist at the moment. I cant afford to lose that kind of money for nothing. We live on a fixed income now. Seems like they are preying on seniors since we are their bread and butter. Thanks for anything you can do to help us.

  

  Business response

  02/27/2024

  Dear ***************, 

  Thank you for reaching out to us here. We have arranged for an agent to review your comments and contact you. This agent will be able to answer any further questions you may have. 

  Kind regards, 

  Viking

  Customer response

  02/27/2024

   
  Complaint: 21344095
  
  I am rejecting this response because: I feel cheated. The Viking company did not recieved the payment for insurance until the seventh of February. We had a 15 day review time on our deposit. The cruise reservation was made Feb 5th. The money transferred on the seventh which left us in the 15 day window for a refund. We also were not made aware of this at the time of booking. 
  unfortunately I need surgery and cant make plans for my future at this time. Seems very low for a business of this magnitude to be so horrible about returning our deposit. Even if we went by what they say we would be out by only one day. That seems outrageous that they wont refund our money for a cruise that is out eight months from now. I never saw an invoice until one of their kind supervisors ***** in ****** figured out what happened to our invoice. For her I am grateful. I hope this never happens to anyone else. Sad to be told you need surgery double sad a company will abscond with your deposit. 
  
  Sincerely,
  
  *************************

  

  Business response

  02/29/2024

  Dear ***************, 

  According to our records, our agents have reached out to you regarding this matter and this case is closed. We must uphold the answer given to you by our team, that no refund will be forthcoming. While we understand this may not be the answer you had hoped for, we thank you for understanding that this decision is final and this case is now closed. 

  Kind regards,

  Viking

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Buyer beware.It broke our hearts to cancel a planned trip, but the reason for going and paying so much is for the Christmas market experience. We are very disappointed and incredibly disappointed in how we were handled as we planned this last year. This was supposed to be my husband's 60th birthday gift and an adventure for my family. Our agent, *********************, was horrible. I asked him about this itinerary while booking, and he assured me it would be fantastic as he had gone and loved it. He did this to sell us everything. Then, Viking changed their itinerary and gave us little or no choice to either cancel or pay way more. Our initial eager agent did not return my calls, and when he did, he said it was hectic, and all he could say was why he was not responsible and that there was nothing he could do. Seriously! We also tried to get assistance from their management and they said the same thing. Nothing!!!Then to offer an alternative of another sailing that was $1000 more per person is incredibly insulting and fraudulent. You all should be ashamed of yourself. This is like bait and switch.

  

  Business response

  02/22/2024

  Dear *************, 

  Thank you for reaching out to us. We have arranged for a member of our team to review your comments and contact you. This agent will be able to answer any further questions you may have. 

  Kind regards, 

  Viking

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 24, 2023, Viking Cruises mistakenly advertised a Christmas on the Rhine River Cruise for November 24, **** for $0. I immediately booked the trip by calling the reservation line and putting my deposit. The reservation agent acknowledged the price and said the price had to be honored as advertised and allowed me to move forward with the deposit and booking. Viking did fix the glitch a day or two later. My invoice reflected that the cruise itself was $0 and I was only charged for the airfare and paid off my entire trip by November 2023. I have all the receipts reflecting all my payments and balances and am attaching my final payment that reflects my balance as $0 on the second page. On February 14, ****, I received an email from Viking stating there had been a change in their itinerary and that it was no longer going to be called a Christmas on the Rhine cruise and would only be a regular Rhine River Cruise. Therefore, they were adjusting the price of the cruise and sent me a new invoice that showed that I was now on the hook for the entire price of the room that had originally been advertised for $0. I called Viking regarding this error and they told me that because it was not considered a "new" trip because they no longer called it a Christmas Market ****************** else stayed the same including the same boat and travel dates but my original contract was negated and I now owed them approximately $10,000 for the room. They did give me the option to cancel and request a refund by 2/23. I had no choice but to cancel and request a refund because I didn't have the money and more importantly, I felt that what they did was illegal. I had the entire trip paid off and now they suddenly rename it as a way to recoup the money from their original mistake. I believe this was deliberate because I had noticed that this specific trip was the only one that had way more vacancies compared to the exact same Christmas on the Rhine trips around the same date. I had a feeling that they were going to try and do something to fix the mistake because that I also couldn't find that trip when I would check the website. I still haven't received my new updated invoice reflecting my refund and cancellation as promised within 24 hours. Viking Cruise ruined my vacation in November by changing the terms of the trip in order tor recoup their original losses from their mistakes. There are many instances when companies accidentally put the wrong price and have to honor it and eat the losses. In the past when airlines have made an advertising error, they don't change the flight time and then call it a new flight and make people pay a different price. Viking Cruises broke their contract with me. Please help in correcting this wrong. I want my refund and to be compensated for the trip that I rightfully paid off in full.

  

  Business response

  02/19/2024

  Dear *********************************, 

  We appreciate you reaching out to us here and have arranged for a seasoned member of our team to review your comments and contact you directly. This agent will be able to answer any further questions you may have.

  Kind regards, 

  Viking

  Customer response

  02/20/2024

   
  Complaint: 21304987
  
  I am rejecting this response because: There was no resolution for service recovery after what they did. I have no doubt that they were trying to recoup their losses for THEIR mistake and ruined my anticipated my vacation by cleverly changing the conditions of the original contract by calling it a "new" trip. I don't know how they can do that. My original trip should have remained in place as is. 
  
  Sincerely,
  
  **********************************************

  

  Business response

  02/21/2024

  Dear *********************************, 

  Our records indicate that a member of our team has been in touch with you and this matter has been resolved. You have been granted a refund which may take up to 21 business days to be processed. The agent you spoke to remains available should you have any further questions, and we thank you for understanding that this case is now closed.

  Kind regards, 

  Viking

  Customer response

  02/22/2024

   
  Complaint: 21304987
  
  I am rejecting this response because: I simply want some type of compensation, such as a discount on a future cruise because my entire vacation was ruined when they went from charging me $0 for the room to then saying I owe $10,000 when they changed the itinerary. I had no other choice but to ask for a refund when they change the conditions of the trip to recoup their loses from their original computer glitch.
  
  Sincerely,
  
  **********************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩