ComplaintsforViking River Cruises, Inc.

• Initial Complaint

  08/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last year we reserved a Grand European River Boat Cruise with Viking. That cruise was cancelled by Viking. At that time we were given the option to receive a refund or reschedule with some added incentives to do so. We went with the added incentives and booked our trip for a year out. It is now time for our cruise and because of continuing restrictions we are finding that once we take this cruise we will be restricted to the ship and not able to do excursions through the ports unless they are guided tours. This is not something we wanted. I am told we can reschedule with our "risk guarantee", however, the perks given to us not to refund our trip will not be available to us. Therefore, we are not getting any perks for rescheduling and they will not give us a refund. This is extremely unacceptable. We did not pay this much money to cruise down a river and not be able to enjoy ports.

  

  Business response

  02/22/2022

  Business Response /* (1000, 6, 2021/09/01) */ Dear **************, Thank you for reaching out to us. Our records indicate that since sharing your concerns here, you have embarked on the voyage in question. Accordingly, a representative of our Customer Relations department has emailed you to arrange for a conversation upon your return so we may directly address any lingering concerns you may have. We encourage you to connect with your handling agent following your voyage and look forward to that conversation. Thank you for traveling with us and hope you are enjoying your time aboard Viking Baldur. Best regards, Viking Consumer Response /* (2000, 8, 2021/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Viking has tried to contact me a few times regarding this issue. However, I was out of the country on their cruise. I had some issues and questions before we left, which was why this complaint was filed. We did not get an immediate response so made the decision to just go on the cruise, rather than change anything. The cruise was great. Viking staff was great. I sent a message to you to please disregard this complaint, but apparently did not get it to you in time. We were very pleased with our trip and actually look forward to using Viking again in the future. With all of the COVID requirements it seemed a bit scary but all went perfect. Thank you.

• Initial Complaint

  08/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have asked Viking Cruise Lines and AAA for a refund of a postponed April 2020 trip, by Viking due to COVID 2020. We are asking Viking to refund our family trip of $****** due to the worsening of my nerve disease making it impossible for me and my family to travel. Since our postponement and Vikings ultimate canceling of our April cruise, I have had nerve decompression surgery and stem cell infusion in June of 2020. I have also been to the Mayo Clinic for a week long evaluation and a second round of stem cell infusion in June of 2021. There is no way I can go on a cruise and enjoy the things it has to offer, let alone enduring the travel to get there. I have contacted Viking and asked for a full refund of $****** for this family trip. They have refused and suggested that I could donate or transfer the tickets, which would be an idea if I was rich. They also increased the time for us to re-book, I am not going to get any better! I want Viking to issue a refund of our family tickets.

  

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2021/08/19) */ Dear **********, Thank you for taking time to share your concerns with us. Our records indicate that since sharing your comments here, a member of our Customer Relations department has been in contact with you and your representative at AAA to discuss the terms of the vouchers and the options available to you. We acknowledge your understanding in those conversions and appreciate the opportunity to address any potential misunderstanding. While a cash refund will not be forthcoming, we're pleased to see that a mutually agreeable resolution was reached. Should you have any additional questions, we invite you to reach back out to your handling agent directly, as we remain happy to assist. Best regards, Viking

• Initial Complaint

  07/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked River Cruise for wife and I on 12/4/19 with Viking and sent deposit of $500, plus, $118 for booking a tour of Ukraine and remainder of cost to Viking on 2/1/20= $*****= Total $*****. Cruise was cancelled due to Covid and we were allowed to book cruise for August 2021 and it took some 3 months to accomplish this. The re-booked cruise was cancelled in April 2021 and we received an e-mail on 4/6/2021 that we could book another cruise or "if you prefer a refund over( instead) the added value voucher, please request before April 16.2021." This was done. I have now paid them $***** for services (cruises) not received. They have credited me with a total of $*******.. I wish to have a full refund for the services not provided. I believe they owe me $******* The reason for the delay in contacting you was trying to contact the cruise line and AMEX and thinking several times that I had done my due diligence in requesting the refunds.

  

  Business response

  08/25/2021

  Business Response /* (1000, 5, 2021/08/18) */ Dear Mr. ****** Thank you for sharing your concerns with us. We're pleased to see that since your comments were posted here, our Customer Relations department spoke with you to reach a mutually agreeable resolution. Should you have any lingering questions, we welcome you to reach back out to your handling agent directly, as we remain happy to further assist as needed. Kind regards, Viking Consumer Response /* (2000, 7, 2021/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked 2 years ago and due to Covid have postponed the Rhine River trip until June 2022. I talked another couple into going who had delayed problems with the US Passport who are running extremely late. I was supposed to get a $100 for each myself and my wife to be used on this trip. My friends got the $100 referral applied to their trip with us but Viking customer service supervisors refused to give us the referral voucher that we could use on this trip due to this issue and instead are giving it for a future cruise. This is not what was agreed when we booked it and due to the delay of our friends by 2 weeks to provide the passports along with the fact that we did not owe any funds, Viking is not willing to do the right thing over the $200 total for us to use on this upcoming trip next June 2022. They called me again and asked me about it, if I needed any help and got the same answer from an upper level supervisor. Very disappointed in Viking management

  

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2021/08/24) */ Dear **********, Thank you for reaching out to us. Our records indicate that since sharing your comments here, our Customer Relations department has been in contact with you and a mutually agreeable resolution is underway. Should you have any lingering questions, we encourage you to reach back out to your handling agent directly, as we remain available to assist. Warmly, Viking Consumer Response /* (2000, 7, 2021/08/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of my transaction: 11, March 2020 Viking Cruises: Canceled a river cruise I had booked for ********** In the amount of : ********* for (2) persons. So ****** each. The cruise was canceled due to Covid on *********** We were then each given a voucher, without asking for one, via email on *********** The voucher states it will expire on XX-XX-XXXX if not used to book another cruise and we will receive a full refund ON *********** I reached out to the company on XX-XX-XXXX to ask for a full refund. As we have made the decision to not use the voucher to go on any cruises considering the Covid Delta Variant is still in occurrence. The company had sent out an email stating the new restrictions if a guest were to contract Covid while on a cruise and we respect those restrictions but do not want to risk infection or being forced to quarantine abroad and lose out on the cruise we paid for. The company is now refusing to give us our refund prior to ***********

  

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/12) */ Dear Ms. ******, Thank you for taking the time to provide us with an overview of your concerns, although it is with regret we learn you felt you had limited options. Upon investigating your individual case we can see one of our senior representatives recently reached out to you directly to go over the options made available to you at the time of cancellation and, unfortunately, your preferences were not shared with us by the requested date and thus a voucher was provided to you. Our representative also noted your available next steps at this time. That said, please allow us to reconfirm that the expiration is a book-by date, not a sail-by date, providing you with booking flexibility. While we understand this may not be the outcome you envisioned, we appreciate your understanding that at this time a refund will not be forthcoming. Thanks again, Ms. ******. We wish you all the best. Regards, Viking Consumer Response /* (3000, 7, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company refuses to issue any refunds to any customers, as all representatives are reading from the same corporate issued script, given to them in order to save the company from bankruptcy because of all of their canceled cruises. However, I explained to the representative that I spoke to that I do not plan on using the voucher because any cruise that is currently open will be sub standard to the cruise I originally booked. Because of the Covid Delta Variant and its presence around the world, most countries have very strict tourism guidelines right now, many ports of call are closed to foreigners or have restrictions that cancel many of the tour options or mainland excursions that would have normally come with the cost of a cruise. So using the full price that I paid in 2019 to go on a cruise in the near future that will be restricted in any way is not living up to or meeting the full value that I paid for a cruise. So why would I want to take one? Im paying full price but not getting the full experience. On top of that, the company has set strict Covid guidelines where even if you are fully vaccinated and adhere to all rules but somehow still manage to get Covid abroad, you will be responsible for finding and paying for your own lodging off the ship, in the nearest port of call. Granted they don't specify what happens if that country doesn't let you in if you have covid symptoms. But they do say you won't be allowed to continue on the cruise and they will not reimburse you for any days/nights missed nor will they pay for return airfaire or lodging for quarantining. So overall this cruise that they want me to pay for with the full market price from 2019, will be subpar in everyway and a great risk to myself. So no. I dont accept their offer of a voucher and I have enough wherewithal to know the company is refusing refunds because if they did they would probably have to give them to 95% of their customers and would go bankrupt. However covid is not the customer's fault. Not responding to the fine writing in a singular email sent out during the height of covid is hardly the customer's fault. And instead of working with the customer and providing quality service, they issue the same scripted lines to every single person making it clear that the company does not care one bit about the customer, Only their money. I will never support this company again. Their service is appalling and bordering fraudulent; holding customer's money hostage until they either give in and book a substandard cruise, or wait the two years to get thousands of dollars back. The representatives I spoke to were all extremely rude and I could tell they've been reading from the same script for a while because obviously I'm not the only customer they are conning. This company should go out of business. They have zero respect for their customers and what we have all been through this past year. Zero respect for doing good business. Absolutely despicable behavior. Business Response /* (4000, 9, 2021/08/25) */ Dear Ms. ******, We are saddened to learn of your continued disappointment, despite our best efforts to clarify the choices presented at the time of your cancellation, and subsequently. It is with regret that upon final review, a cash refund will not be forthcoming, and no further considerations will be made. We acknowledge that this outcome is not what you desired and hope you take time to reconsider the options now available to you, as provided in your previous conversation with our Service Specialist. Please feel encouraged to reconnect with us directly to discuss these options at your convenience. Best regards, Viking

• Initial Complaint

  07/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Like the 351 complaints above mine, I signed up for a Viking River cruise before the covid pandemic. Viking canceled my cruise. Then in 2020 they said Ocean cruises to Croatia were available and I signed up for that and took the additional vouchers they offered. Then Viking cancel the Ocean cruises and I am trying now to get a refund. Viking used the add on vouchers to get people locked into "no refunds." Not a nice policy. Now they say my money will be refunded in 2023. It is now 07/22/2021. I would like a refund today. Please help me get a refund. Viking's owner lost ********** dollars, but still is worth **** ******** I think he can afford to refund people.

  

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2021/08/04) */ Dear***********, While we regret to learn of your disappointment, we're pleased to see that, since sharing your comments here, a Service Specialist has been in touch with you and a mutually agreeable resolution is underway. Should you have any lingering questions, we welcome you to reach back out to your handling agent directly or email ******@vikingcruises.com, as we remain available to assist. We appreciate the opportunity to respond and thank you for your patience. Kind regards, Viking

• Initial Complaint

  07/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On ****** we have booked (#XXXXXXX) and fully paid for the cruise. The company has postponed its services and offered a *** voucher. We rebooked for the coming August and redeemed the vouchers. On ******* Viking issued new Terms, but did't notify us. The new Terms requaers vaccination. On ****** I learned about this from their website and I called them. Because we don't plan vaccination I asked for cancellation and the money refund. ***** ****** from Management said voucher cannot be cashed. On ******* I received an email with NEW Terms and Conditions. We do not agree with this document and have not accepted it. They offered us *** voucher for ******* But they said it was ***** We ask for the money that we paid. On ******* ********* ****** said that redeemed voucher can be reissued and will remain valid for 24 mont.With this offer they force us to accept the new Terms. The company offered a voucher, but did not adapt its policy for consumers. We paid ******** we expect full refund

  

  Business response

  08/16/2021

  Business Response /* (1000, 5, 2021/08/04) */ Dear Mrs. *********, Thank you for reaching out to us. Our records indicate that, since sharing your comments here, our Customer Relations department has been in contact with you, and a mutually agreeable resolution is underway. Should you have any lingering questions, we encourage you to reach back out to your handling agent directly, as we remain available to assist. Warm regards, Viking Consumer Response /* (2000, 7, 2021/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The person from the Customer Relations department had promised us that Viking will issue full refund. I had spoked with her five days ago and she said that they are working on the refund, and she said that this will take abou 10-14 days. So, we did not receive our money yet but we hope to get them. Thank you for your help

• Initial Complaint

  07/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased back to back cruises plus business class air fare. One was a river cruise and the other an ocean cruise. The cruise portion was approximately ******* and the airfare ******** When I checked on getting from Germany to Italy at the end of the river cruise portion I found that there would likely be Covid restrictions that would require isolation causing us to miss the ocean cruise departure. I tried to change my booking to a single, longer duration ocean cruise but could not get one for 2021 as the payment for those cruises would be due well before Vikings "vouchers" were issued to me. Per Viking rep all cruises between now and **** **** are not able to provide airfare. I would like the ******* airfare portion back so I can book a cruise and provide my own air, but they refuse. Their solution is for me to use that on room upgrade or such. Not a viable solution. I would like the airfare portion refunded.

  

  Business response

  08/10/2021

  Business Response /* (1000, 6, 2021/08/03) */ Dear Mr. ******, Thank you for sharing your concerns with us. While we regret to learn of your initial disappointment, we're pleased to see that, since sharing your comments here, our Customer Relations team has been in contact with you, and a mutually agreeable resolution has been attained. Should you have any lingering questions about your upcoming booking, we welcome you to reach back out to your handling agent directly or [email protected], as we remain available to assist. Kind regards, Viking Consumer Response /* (2000, 8, 2021/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dates of the transaction occurred from August 30, 2019 thru June 27, 2021. Due to the Pandemic, my traveling friend, ****** ******* and I had to cancel two Viking River Cruise. Both of the cruises should have been risk Free Cancellation Terms but the second cancellation was labeled by Viking Representatives as Standard Cancellation terms. Because of this mislabeling, we were denied the transfer of the cruise voucher from the first cruise valued at ********* be applied to a third cruise #XXXXXXX that we were trying to book. Instead they gave each of us ********* as a cash refund for the cancellation of the second cruise. We each paid $********* for the first cruise #XXXXXXX and we each have invested ********* in a second cruise, #XXXXXXX. We were not told about this mistake until June 27, 2021. Our total investment was *********** Both cruises were canceled by Viking Co.. We each want ********* as a refund.

  

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2021/08/04) */ Dear **********, Thank you for sharing your concerns about your cancelled bookings. Our records indicate that, since sharing your comments here, our Customer Relations department has been in contact with you in consideration of your request and disappointment. To continue the conversation, we encourage you to reach back out to your handling agent directly or email*******@vikingcruises.com, as we remain available to assist. We look forward to connecting again soon, **********. Kind regards, Viking Consumer Response /* (3000, 7, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) To the BBB: Since filing our complaint, we have spoken with 3 different Viking representatives- all giving variations of the same"solution ". First, there was nothing they could do, even though admitting that the cancellation had been misdefined by them. Next, after 'speaking with management' they offered us full vouchers- including cancellation fees- if we paid them back the inadequate $****. refund we had received. We declined and offered to take a cash settlement minus the cancellation fees rather than vouchers. At that point, the offer was withdrawn and they again - through a new representative- said there was nothing they could do. So much for negotiation. For more cash, they will reinstate our vouchers which should never have been cancelled in the first place! We cancelled due to COVID, after receiving correspondence from Viking saying that such cancellations would be 'risk free'. Viking as a company has lied repeatedly to us, passed us around as a ploy to make us lose interest, and in the case of one representative- been exceedingly rude. None of this treatment is at all acceptable. Please do not accept a Viking statement saying that the problem has been resolved. It definitely has not been. Thank you, ************* & ************ Business Response /* (4000, 9, 2021/08/30) */ Dear **********, Thank you for further clarifying your concerns. We remain interested in discussing the next steps available to you now with regards to your cancelled bookings. Accordingly, we welcome you to follow up with us by replying to the email sent by your handling agent on August 23, 2021, so we may continue the conversation toward a mutually agreeable resolution. We hope to connect again with you then, **********. Best regards, Viking Consumer Response /* (4200, 11, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Viking Representatives at Viking Customer Service have not been clear on what they are offering to resolve this dispute. We. my traveling companion, ****** ******* and I each paid $********* in Aug., 2019, for a cruise (#XXXXXXX) that never sailed due to the Pandemic. We booked one other cruise thinking that the year 2021 would be allowing cruises. The Covid-19 won and none of the ships sailed. We are requesting a cash refund of $******** each which including the cash refund of $******** that we did receive, would total $********* that we have paid. We were offered vouchers for future cruises but it is unacceptable for us because we are 79 year old retirees and we are fearful of the Covid-19 variants that are existing around the world.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Over the past 16 months I have called Viking at least 4 times requesting that they stop delivering mail to me. I live in a rural community with no usps physical mailing address and have a very small PO Box. I have asked them to stop sending and they fail to address my concern and this is impacting my quality of life as my mail gets smashed if in with large viking catalogs. Last call I told them I would report to BBB if did not stop, has not stopped.

  

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2021/08/01) */ Dear ************, We apologize for any inconvenience and can confirm that at this time your name has been removed from our database. As some items may be queued with the printer, please allow 6 to 8 weeks for mailings to cease completely. Should you receive any mailings past the estimated time, please reach out to us at ******@vikingcruises.com so we may further investigate. We appreciate your patience and understanding, ************, and wish you the best. Kind regards, Viking Consumer Response /* (3000, 7, 2021/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the response but it has already been 6-8 weeks since my last call with viking, and still getting mail from viking, this is also similar to their statements during last 4 calls with them and did not resolve the issue. Business Response /* (4000, 9, 2021/08/24) */ Dear ************, We regret to learn of the ongoing inconvenience and are able to verify that you have been removed from our database as of July 26, 2021. Please feel encouraged to reach back out to us at the email address provided should you continue to receive mail 6-8 weeks from this date. We share our regret that previous attempts to fully remove you were not successful and thank you for your patience. Best regards, Viking Consumer Response /* (4200, 11, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since still in 6-8 week period from company statement I was removed on X-XX-XXXX must wait until after X-XX-XX to verify if mailings have stopped, just got another catalog on 9-1-21.

*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. ↩