Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello ~ Please remove ******* ******** from your mailing list. She is deceased. Thank You.

  

  Business Response

  Date: 02/10/2025

  Thank you for sending us your Customer #. We have passed it along to the appropriate team to be removed. 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. 
  
  Kind regards, 
  
  Viking

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a Danube Waltz Viking River Cruise, Veranda Suite, with Viking Air * Premium Economy for July, 2025. They just sent the travel itinerary and only have us going out premium economy on transatlantic flight over not the return transatlantic flight. When talking with 3 different customer service representatives I was told there was nothing they could that's the way it was submitted (BY VIKING NOT ME). Viking is totally paralyzed and maintains this problem and has no solution except I can pay more if I want premium economy on the return flight. Also, the only people you talk with at Viking are customer reps * there is no resolution department.

  

  Business Response

  Date: 02/05/2025

  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. 

  Kind regards, 

  Viking

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked Vikings ****************** Adventure cruise on the Viking Sea, from ****** to ************, on February 26, 2024.On October 28, 2024, Viking sent an email conveying that there were low water levels along the Amazon River that were restricting river traffic but that dredging operations were underway to reopen the river. There were no itinerary changes at this time (see attached TRO Article showing that this had happened one year prior for the same Viking itinerary). We requested a refund, knowing the cruise would likely start removing the Amazon River from the itinerary, despite Viking **** telling us otherwise. They said we would lose 75% of our fare if we canceled.Beginning November 14th and ending December 5th, the itinerary started changing, eventually removing the entire Amazon River portion of the cruise. See attached VIKING SEA Emails and Original and Final Itinerary. If we had canceled at this point, we would have forfeited 100% of the fare paid.For the itinerary changes, Viking offered a 45% voucher of the fare paid as a credit on a future cruise. This is the 2nd unfavorable cruise with Viking, such that we no longer want to cruise with this brand.We are requesting the 45% voucher in the form of a refund. A 45% refund would equal $4,409.10. See attached VIKING SEA Email Future Cruise Credit for ****************************************** was deliberate in its timing for changes, such that passengers did not have an opportunity to cancel their cruise fare without losing the majority of what they paid. Viking failed to deliver the experience we purchased and we hope they are held accountable for their actions.

  

  Business Response

  Date: 02/03/2025

  Thank you for reaching out to us. We have arranged for a member of our team to review your comments and contact you directly. We wish you a pleasant day.

  Kind regards, 

  Viking

  Customer Answer

  Date: 02/05/2025

  Complaint: 22889644
  
  I am rejecting this response because: On the call at 12:30pm PT from Viking Customer Relations, they once again did not take responsibility for the timing of communications of removing the entire Amazon River portion of the cruise, nor the fact that this was a repeat incident. We should have been able to cancel the entire trip once we were alerted that itinerary changes could occur.

  On this call, there only change was to make our voucher 'transferable'. We would not transfer credit to anyone we know, nor should we be on the hook to 'sell' the voucher for some lesser amount. In addition, they put nothing in writing which makes them seem even more duplicitous.

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/06/2025

  Thank you for reaching back out to us. Our notes indicate that one of our agents spoke to you regarding your comments yesterday, 2/5/25, and made you an offer which you chose to decline. We must uphold the answer given to you by our agent, and we invite you to reach back out to the agent you spoke to should you wish to reconsider the offer or if you have any lingering questions; however, we thank you for understanding that this case is now closed. 

  Kind regards, 

  Viking

  Customer Answer

  Date: 02/11/2025

  Complaint: 22889644
  
  I am rejecting this response because I am seeking a refund, not a voucher for future travel with Viking. The 'offer' you made on our last call was to make our vouchers transferable. In other words, we can now give the voucher to family or friends, or sell for a lesser value. If we don't trust Viking with future travel, why would we give the vouchers to family or friends? And further, why would we sell for a lesser value? 

  Viking put us in a situation where it announced major itinerary changes at a time when it was too late to cancel our travel, even though the changes could have been announced sooner, based on the same situation on the same cruise in 2023. Viking did not deliver as promised, which would constitute a refund. This is more than fair, and we are not asking for a 100% refund, only 45%, the amount of the vouchers.

  Note that none of you 'offers', or lack thereof, are in writing. Therefor I have outlined them here.

  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a cruise on Viking in July 2024 to ********* and *********** that was due to leave on 12/23/24. It was supposed to be the trip of a lifetime for my husband, my daughter, and me. We spent $80,000 on the trip, including air and trip insurance. We learned on 12/6/24 that our beloved Golden Retriever, *****, has an inoperable, nerve sheath tumor on her spine. There is no treatment, and the condition is terminal. I called Viking on 12/6/24 to ask what our options were, as we do not want to leave ***** at this time. We want to take care of her for whatever time she has left. She has mobility issues, but is thankfully not in pain. We were scheduled to be gone for a month, and we could not leave her in this condition. The Viking representative who we spoke with on 12/6/24 said that we would be 100% covered for all our costs because we purchased the trip insurance. He said that the only item we would not get back was the cost of the trip insurance, which made sense.He sent me the information via email to file the claim and submit the proof that our dog was dying. I did so immediately, and last night the travel insurance company (********) denied the claim. They said that Viking would issue us travel vouchers that expire in a year. We do not know how much time ***** has, and we cannot even think about booking a trip now. If she lives for another year, we are out $80,000. We appealed the denial and submitted a doctor's note stating that I was unable to travel. We have received no response in over a month.Viking and Trip Mate lie and steal from elders!This is heartless!

  

  Business Response

  Date: 01/15/2025

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

  Kind regards, 

  Viking

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking a refund for the airline portion of the Viking Cruise - Scenic South American and the Panama Canal. We booked this trip in May 2024. My traveling companions and I (4 total) were promised we could upgrade our flights from Economy to Comfort Plus once the airline ticket was booked. I started in December 2024 trying to upgrade our seats. I tried to contact the Viking representative with whom we booked with no response. I tried contacting ************** (carrier for the flight Viking booked) and was told they had a number of Comfort Plus seats available. *****, however, could not determine the price or upgrade the flights. ***** said we would have to contact Viking to upgrade. Today, January 10, 2025, I spent 45 minutes on the phone with three different Viking representatives, including a supervisor. Viking's response was we could either accept a Comfort Plus middle seat in a row of three or wait until we check in with Delta they day of our flight to try and upgrade to an aisle or window seat in Comfort Plus (both of which were available today). This is totally unacceptable and in direct contradiction to the information Viking shared at the time of booking. If we could not get the Comfort Plus seats we wanted on the flights, we would have booked our own travel. Instead, we fell for the bait and switch promised by Viking. We are requesting a refund of the airline portion of our trip in order to purchase the airline tickets we expected in the first place.

  

  Business Response

  Date: 01/12/2025

  Thank you for reaching out to us here. We have arranged for a member of our team to review your comments and contact you directly. 

  Kind regards, 

  Viking

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22795291
  
  I am rejecting this response because:

  I did receive a call from a Viking ************** representative named ****** ************  Ms. ***** was very polite however she was not able to address my concerns.  She indicted I should be able to upgrade to Comfort Plus from Economy by contacting Delta directly.   I previously spoke with a Delta representative who was unable to upgrade my flight, despite my already having a confirmed reservation with a Delta confirmation number.  The Delta representative indicated I had to upgrade through Viking.  It appears Viking has already assigned Delta Comfort seats they purchased to other customers.   I referred to my original booking notes with Viking which indicated we could upgrade our flights directly with Delta at 90 days from the trip. In order to be fair, I tried to upgrade with Delta again after talking with Ms. ************  Once again, I found it impossible to upgrade to a Comfort Plus, despite several seats on the aisle, my preferred seat, I have been a Delta Sky Miles customer for over 30 years and have never had this problem before.   Delta cannot give me price for the upgrade, since Viking purchased the ticket.  

  Please advise.

  Sincerely,
  
  ****** Ann **********

  

  Business Response

  Date: 01/19/2025

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

  Kind regards, 

  Viking

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to you in hopes that you can help deter Viking Cruises from continuing to take advantage of consumers in your state and around the country. They continue to sell Amazon cruises even though they apparently havent been able to sail up the ****** in approximately six years. Please review what I sent to the *******************************. They responded back that cruise lines can adjust itineraries as they seem fit. While I do understand that, I believe that a persistent rescheduling over the course of six years is not a simple one time event nor should be construed as protected by any reasonable intent of the laws that give them variability protection. It is just over one year, I was trying to get other assistance, but they were not responsive, so I am trying a different path.

  

  Business Response

  Date: 01/08/2025

  Thank you for reaching out to us here. We have arranged for a member of our team to review your comments and contact you directly. We wish you a pleasant day. 

  Kind regards, 

  Viking

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22781267
  
  I am rejecting this response because:

   

  it is just a notication of receipt.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 01/12/2025

  Thank you for reaching back out to us. A member of our team will be in touch with you regarding your comments here. 

  Kind regards, 

  Viking

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested that this business remove me from their postal mailing list and they have not. Please see the attached document for the back page mailing label.

  

  Business Response

  Date: 01/08/2025

  Thank you for reaching out to us here. 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 Answer

  Date: 01/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  paid trip insurance to viking cruises because agent said it was mandatory and it was not, and company said no refund even though trip was canceled 9 months before date of cruise

  

  Business Response

  Date: 12/12/2024

  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. 

  Kind regards, 

  Viking

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing regarding Viking erroneously denying a customer referral and not providing supporting information. The reservations for the cruises were made over one year ago. At that time, our Cruises Only travel agent submitted the Viking new customer referral paperwork. The referral credit ($200 on each cruise - $400 total) appeared on each Viking invoice. I had assumed, as well as my travel agent, that Viking approved the referral credit request. The persons we referred also received the $200 credit ($100 pp) on their invoice as part of the referral program. We made our final payment to Viking in October of this year for both of the cruises that included the $200 referral credit. Viking sent a confirmation showing payment in full for each cruise, which included the referral credit.Quite by chance, my husband noticed in December that we owed money, but not how much was owed. We called Viking and the CSR agent said we had "Inappropriate use of the Customer Referral Credit" and that we owed $200. I asked how it was misused, as we had met the Viking's policy terms. He said that he couldn't give us any information and would only talk to the Cruises Only travel agent. We had a Cruises Only travel agent call Viking with us on the line. She was unable to get information, as the *** agent said Viking has the right to deny without sharing why. The Cruises Only agent took our problem up the management chain and her boss said there wasn't anything Cruises Only could do to get information on the denial.The timing of the denial is also suspicious, as after final payment, this credit cannot be used. Viking had over a year to call out the issue but waited until after the final payment to do so. The one couple could have gotten the referral credit from someone else, if Viking had denied it earlier. Given Viking's late timing for the denial post final payment, they cannot get the credit from a different Viking customer. This feels like fraudulent activity to me.

  

  Business Response

  Date: 12/09/2024

  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. 

  Kind regards, 

  Viking

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22652133
  
  I am rejecting this response because: they indicate they have assigned an agent but did not provide a person's name or contact information.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/16/2024

  Thank you for reaching out to us. According to our records, our agents have made multiple attempts to reach you. We have followed-up with our agents and arranged for them to call you again.  

  Kind regards, 

  Viking

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22652133
  
  I am rejecting this response because: I have not been contacted by this business. I know they mention they have tried several times but I do not have any missed phone calls or spam emails. I cannot believe that they really have tried to reach me. 

  If Viking could provide me a Viking person's name and contact information that I could address my issue, I would be glad to contact them.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/22/2024

  Thank you for reaching out to us again. Should you wish to contact us directly, we invite you to email ***************************************************** with booking details. Otherwise, an agent will be in touch regarding your comments here. 

  Kind regards, 

  Viking

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22652133
  
  I am rejecting this response because: I don't know if a BBB "human" is reviewing the Viking responses to my complaint, as Viking is doing a tactic to avoid not talking to me directly about my issue.  I previously asked for the direct contact information of a Viking agent that can address the issue caused by Viking's erroneous denial of the referral credit.  They continue to "lie" about contacting me in their response, as they have done no such thing.  I would like a person's name and phone number that has the knowledge to address my issue.  The last response from Viking was a generic email, which I have tried in the past with no success. 

  Please help me get Viking to take the correct action by providing me a Viking person's name and number.  Their replies of them contacting me about my complaint is NOT true. They previously contacted me threatening to cancel the cruise if I didn't pay the referral credit monies, which I did pay. They are trying to get the BBB to stop pursuing for justice.  I can't believe how awful they are with deceit. I really felt they were a customer focused organization with integrity until this happened to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently booked & went on a Viking cruise. Flew to ******, *************** was there a couple days then taken to our ship the Viking Idi. Did a 7 day cruise, had a great time. At the end of the cruise we took a bus to ***** and there a couple days. ***** was to be the highlite of our trip having never been there before. We very much wanted to see the ************* which we didn't get to. The Arc de Triomphe was nothing but a bus drive by, could see not much of anything with a 30 second circle drive by. The Eiffel Tower the bus stopped roughly 300 yards away and gave us a meer 10 minutes to observe which is ridiculous, had no time to get close. Thank God on a walking tour we got close to ********** and had over an hour to hang out & take pictures etc. The guides were knowedgeable, but too many churches to see, too much history talk, meaningless to most of us and boring. This was our 2nd Viking river cruise in ****** and very disspointed at the end. Likely we will never get another chance to visit ***** due to cost, finances & age. Actually we were quite livid how this was handled in ***** and it left a bad taste in our mouths toward Viking. I don't expect a cruise to be totally customized to suit our needs but this inexcusable. We feel we are do some form of restitution from Viking. We spent aroung $7000 for all. We hope Viking mans up & takes responsibility for this legitimate complaint and make it right for us. We were not alone in this complaint about *****. ******* ******

  

  Business Response

  Date: 12/05/2024

  Thank you for reaching out to us here. We have arranged for a seasoned member of our team to review your comments and follow-up with you directly. 

  Kind regards, 

  Viking