Viking Cruises

We are scheduled for a Spring European river cruise with Viking...booked & paid for all aspects last year (booking # 6413455). Effective Feb 1, 2022, Viking has announced that proof of both COVID vaccine and a booster if more than 5 months after vaccine is required in order to sail. We all understand & appreciate policies that insure the health & safety of passengers in this environment. However, this policy gives no credence to natural immunity/anti-bodies as just as effective of a deterrent to the possibility of contracting COVID. Viking DOES provide for an anti-body testing alternative for the immediately prior to sailing requirement. Why the double-standard? My wife & I were both vaccinated fully in May '21, then contracted COVID at Christmas. After consulting with our physician and doing research, we have decided to NOT take the booster (as we have natural immunities that now supplement the original vaccine). Due to your policy change just a short time before our scheduled river cruise, we are now faced with cancelling and either paying a hefty penalty (because your decision is so close to our trip) if we want a refund, or to accept a voucher for future travel with you within 2 years.
(1) You should allow for an anti-body test to substitute for a booster proof, especially since so many contracted COVID from the recent Omicron spread (stats show that as many as 50% of Americans who received the initial vaccine are now electing to NOT receive a booster largely due to so many having now also contracted COVID).
(2) You should also allow for a full refund if desired in this scenario due to your late decision for those like us with near upcoming cruise dates

We are 7-year loyal Viking clients... 5 previous ocean cruises, 6 future cruise bookings that we are footing the bill for, and countless recommendations to friends that turned into Viking bookings. A lot of hard earned money! We have just rebooked our Cities of Antiquity cruise (Booking #6610506) using vouchers from a previous cancellation...$24, 000 total. When we asked about reinstating Trip Mate insurance, we were told that should we get sick or have some type of emergency that would cause us to cancel, that Trip Mate would refund NONE of that money because vouchers were involved. To make matters even worse, we were then informed that despite being documented on page 2 of our invoice (dated 20 Jan 22), that their standard Guest Cancellation Schedule doesn't apply for the same reasoning. So for example, if either of us had a pre-cruise major medical emergency or an overriding family emergency that caused us to cancel, Viking would keep all our money...which they have had since 13 January 21. That is clearly not reasonable. In my opinion it almost constitutes outright theft if we hd to cancel. I want to hear their response to this and what remedy they propose. To be perfectly up front, if Viking does not provide us with an acceptable resolution, we will have no other alternative but to begin cancelling our currently booked future cruises with them and to re-establish ourselves with another cruise line. We could no longer trust them to be the stand up company we thought they were.

We booked a Viking river cruise in June 20 21 for the following May 20 22… By December the Covid rates were horrific for Europe and the USA so we decided to push the cruise back until June /July 2022… Viking was OK with this but then said the changes would cost $300 due to the flights each with no choice we paid $600. At this time we indicated that our flights would need to be discussed, I was advised that changing the flights would result in further charges and indicated that we should call after the new year to confirm our flights etc. I called today and was informed that I needed to speak to the air department and there would be a charge of $50 per passenger to speak to them… They're again no choice I explained due to our lengthy travel arrangements that we wanted to arrive in Budapest a day or so early to relax before we got on the cruise… They said no problem it will just cost another hundred dollars each. On our return trip we wanted to stay a few days in London which is on our route home and we would be flying from there anyway… No problem just another hundred dollars each . I would have understood all the extra charges if our flights had already been booked but they haven't no itinerary or discussion of dates has at this time been finalized…Ian Greenwood…[protected]@gmail.com

We booked a cruise through Viking. They canceled (pandemic shut down) then offered us a voucher. We accepted, wanting to give them our business. Since then they changed their policy (requiring a vaccination). We cannot receive the vaccine so cannot board their vessel. They will not refund since we booked with a voucher. Insurance is also no help. #6010707

Unable to get a refund of my $37k after cancellation due to illness verified by M.D. Viking "requires" travel / trip insurance (Trip Mate) before confirmation of booking. Viking requires monies not their "voucher $". Upon applying a Trip Mate claim, although meeting qualifications except for Viking vouchers being the only option offered upon cancellation. They offered vouchers for future travel (they knew that I am not able with death imminent) or I could leave to my estate executor. Even though I booked during Viking's "NO-RISK" time where the document states "vouchers 100% monies-paid can be refunded and are transferable". I have been denied both. Where can I appeal or help to litigate? I believe I have been scammed by Viking because they require "all of your monies and Trip Mate insurance, then they issue vouchers that cannot be used for claim purpose (even under their risk-free time) nor able to transfer, so that my niece (travel companion and booked on trip with me). I only can get my $37k reimbursed/transferred to another at my DEATH AS A PART OF MY ESTATE. Please help.

My wife and I booked our honeymoon cruise in 2019 for a summer 2020 sailing. When Viking cancelled our honeymoon in 2020 due to COVID, we were offered a refund or a 125% voucher for fees paid to date to rebook in 2021 which we did. At no time were we told that accepting the vouchers eliminated our ability to obtain a cash refund.

When Viking again cancelled our honeymoon in 2021, we requested our money back. This is when we were told we hadn't paid anything for the 2021 cruise as we had used vouchers so there was nothing to refund. After several phone conversations we were told that if we rebook for 2022 but later decide we don't want to go we could receive a cash refund. I called to initialize this refund process this morning but it seems that customer service is back in 2021 mode where, because we had accepted the vouchers, there was no cash to refund.

Further, Viking has changed the terms our our contract by now requiring a COVID shot in order to go on the cruise. Neither my wife will be receiving the shot as it violates our religious beliefs. Viking's published updated terms & conditions related to COVID indicate that if I have made a reservation prior to the new requirements I can request a refund. However, again, because their position is the vouchers have no cash value they will not refund cash, will only allow a re-book. I no longer want to sail with this company.

Viking has been sitting on $25, 000 of my money for going on 3 years. All the cancellations have been due to Viking decisions, not mine. I just want my money back so my wife and I can FINALLY have our honeymoon.

Booking #6438443

I booked a European Cruise for April of 2021, which was fully paid for. In March of 2021, Viking canceled the cruise, and I was offered a full refund, or a 125% credit to book another cruise. I took the credit, and rebooked the same cruise for April of 2022.
I learned in November of 2021 that I would not be permitted to go on this cruise because at least one of the host countries required proof of vaccination, and when I called to cancel, I learned that Viking had a similar policy, but that I would not be getting a refund due to their claiming that taking the credit made the money non-refundable.
I was never told that, and when another cruise line canceled a March 2021 cruise, they DID tell me taking the credit became non-refundable, so I refused. This is not something I would agree to.
Not only were they unwilling to be reasonable, since it was four months pre-sail, they wanted a cancellation fee on top of keeping my money.
I agreed to the credit because it was a cruise I really wanted to take, and planned to re-book, and thought I would ease their cashflow issues in a bad time for the travel industry.
I never agreed to put the whole amount at risk. Even if I had, this would be totally unreasonable and unfair, since the vaccine requirement was not part of the contract when I paid.
This is disgraceful.

https://www.theguardian.com/world/2022/jan/12/cruise-covid-cases-ship-industry

This is a damning report on the ship we were to have left Buenos Aires on Feb. 10. All this was happening on the Jupiter when Viking sent out a memo saying all cruises would sail and there would be no cancellations and thus no refunds. The timing on this made it impossible for us to do anything to get a refund, including our excursions. So we were forced to cancel and Viking gets to keep our $16K for a year until our rescheduled cruise in 2023. This borders on fraud. Given these problems of Covid, Viking should have just cancelled the cruise and refunded the money instead of issuing vouchers for a future cruise.

We love your cruise line. But his treatment is beneath Viking. We will consider filing a complaint with the better business bureau.

Jim and Bobbi Baca [protected]@gmail.com [protected] USA

Dear Viking Cruises:
After speaking with customer service this morning, we were told some disturbing information about the No Risk Guarantee and future cruise voucher offer made to us by Mr. Torstein Hagen. A copy of the letter we received from Mr. Hagen is attached.
We learned that no matter how we are affected by the current pandemic, there is no value in our original fare because we took advantage of the offer made in Mr. Torstein's letter.
There is considerable discrepancy between what we heard from customer service and what is outlined in Mr. Thorstein's letter. There is also conflicting information on the voucher receipt itself about refunding the original cruise fare. Copies of those receipts also are attached in the file format accepted.
If Viking continues to hold itself accountable for what we heard from customer service this morning it would constitute something a bit unethical at best as the documentation we received clearly can then be interpreted as misleading.
We do not believe Viking had any kind of unethical intentions, however the outcome could be interpreted otherwise. We do not believe we will be able to travel this year, as we are in a high risk age group for COVID and there is no ability to determine when that risk will subside. It would be better for all concerned for Viking to refund the original fare amount paid. As stated in the voucher wording, we should intend for it to expire at which point we would receive a 'refund of monies paid on the booking'. When such time as travel once again becomes safer, we will re-book as we very much wish to go. Even if the fare is much higher in the future, we'd be much more agreeable to re-book at that time if only we would be shown a good faith gesture on behalf of the cruise line at this time. Thank you.

My husband and I booked a Viking river cruise for our 50th anniversary in October 2019 for a March 2020 cruise booking number 6400964. We have travelled on Viking River Cruises in the past and have thoroughly enjoyed our trips and were really looking forward to the cruise in 2020.
The world fell into the Covid pandemic in March 2020. As senior citizens we were very frightened to travel and decided and tried to cancel our trip, understandably, but Viking claimed they never cancelled their voyage. I called Viking to get our $10, 896.00 returned to us. Viking refused but pushed our sailing date ahead 2 years. At this point I spoke, many times, to Bruce ext.8651. We were very upset but we pushed the date ahead. Then again in March 2021 I spoke, at length, with Scott many, many times. I also spoke with, at length, with Bruce but the answer was always the same.NO REFUND!We were and still are VERY upset over the loss of OUR funds and the terrible policy Viking has for the little people of this, our world! I called Viking, again, 2 weeks ago demanding our money back to us. No such luck AGAIN! I spoke with Ren from Viking. Since then, I have contacted the U.S STATE travel department, the Better Business Bureau and spoke, at length, with Nicholas at the Better Business Bureau, the Attorney General's Office -- speaking as well as sending in forms of complaints. I have reached out to the television media Kris Anderson for Solveit7 at WHDH television in Boston, Consumer Affairs bureau, The Federal Trade Commission and spoke, at length, with Freida. I also wrote a hand written letter to the President of the UNITED STATES! We are elderly and how LONG can this go on? We want our money returned!We obviously NEED it MORE than VIKING! Just a side note my husband, Jim, has cancer and finds it hard to travel with the pandemic still raging...do YOU blame him? I am a retired Boston nurse and KNOW the effects of this virus! Why wont you help us? I guess there is NO fair play with the Viking Corporation! Very, very POOR PR!
In summary, Viking has had almost $11000 of our money since 2019 and we have not received any consideration except to continually move our commit date out. With no end to COVID in sight, we do not want to risk our health by booking with Viking any time in the foreseeable future. We would like our funds returned to us as well as consideration for holding on to OUR money for over 2 years. Jim & Lynda Stamboni

We have an extremely complicated reservation situation that we are trying to resolve. We initially reserved a cruise for 2020 in May of 2019. Further, we booked excursions in January of 2020.

Then the pandemic hit. We decided to attempt the cruise in 2021, but evidently we did so about TWO WEEKS TOO EARLY, as we were given vouchers to apply to our new cruise (but only partially), even though the cruise never sailed and Americans were banned from Europe that summer. I'm not sure if it was the penalty that was turned into a voucher and the rest was applied to the new 2021 cruise.

Then 2021 hit and COVID was even worse, we then slid the cruise to 2022. This time with no further vouchers or penalties.

Now in 2022, we decided to cancel. Our travel agent called to cancel, and behold it was processed immediately, but WE LOST THE VALUE OF THE VOUCHERS! I want to reiterate that at no time did Viking or my Travel Agent tell me that we would simply lose the value of the vouchers (2239.40) if we did so. I would have NEVER made the decision to cancel if I had known that. Now, because we canceled (less than 24 hours ago), this is all a done deal and we can not make it right. We have lost the value of the voucher completely, and cannot get it back. $2200 has gone in to Viking's pockets for providing absolutely NO SERVICE. While this may in within the terms of thier contract it is morally corrupt and ethically bankrupt.

More insultingly, That original cruise, for which we got the vouchers in the first place DID NOT SAIL. I am livid and I want resolution immediately. I want one of the following

1) Reverse the cancellation - as it was done less than 24 hours ago
2) Re-instate the vouchers for a future cruise.
3) Give us back ALL of the money we paid to Viking.

I believe that it is the moral obligation of the company to do one of these three things. As a proud Norwegian-American (som snakker Norsk), this is the first time that I am ashamed to be associated with Norway!

Linnea Bradshaw
[protected]

We are in a Catch-22 situation due to Covid and have been unable to resolve it to our satisfaction in our various exchanges with Viking. My husband and I were scheduled for the Portugal cruise leaving 3/26/20. On 3/16/20, everything shut down in our state as we began grappling with Covid. Viking offered us the option of taking a voucher and postponing our cruise. Viking subsequently canceled that cruise and others that followed, giving people the option of a refund or voucher. Two years have passed, our health status has changed and it seems highly unlikely that we will ever use these vouchers. Viking has refused to give us a refund because we canceled the trip, even though two weeks later, Viking canceled that and other cruises. They have offered to extend the time to use the vouchers or to allow us to sell them for someone else to use. We just want our $10, 000 back. To say that we chose to cancel the cruise and are not eligible for a refund is ludicrous under these circumstances. This cruise would have been our 4th trip with Viking and we were happy with our experience - until now.

One day before departure, 1/3/2022, the two travelers' three children were exposed to Covid 19. The two travelers were quarantined until testing could be accurately completed and thus were unable to travel. Viking was notified of inability to travel on 1/3/2022 and refused either rebooking of trip, voucher for new trip, or refund, stating that because cancellation was less than 14 days before departure, there was no refund, rebooking, or credit. Booking number was 6607119.

We have had three cruises canceled on us. And each time we rebooked using the vouchers. Told them at the time I had health issues. They told me with note from a doctor the trip could be canceled and and I could get a refund. I was told to that's just not true. Some one having a issue with balance should not be on a board nor should he be on any kind of steep hills. The person that I talked to me some how magically my money hard-earned money turn into a voucher and I can't get it back. And if I do I have to wait till December 2022. That means viking will have had my money for over two years. And I'm sure about the only person that has this problem.

Booked cruise with 6 ports based on information on Viking.com website. Itinerary was altered by eliminating 3 ports. They refused to give money back or issue a voucher for a future cruise. There excuse was they had the right to vary the ports that they offer as replacements. They did not replace the ports just eliminated them. They refuse to deliver what they sold me. This is a pure case of bait and switch. The original itinerary that I purchased still remains on their website to this moment so it can be seen what I bought and when I received the final invoice the itinerary was completely different. The supervisor, Nessa refused to escalate the call to upper management and stonewalled me. I was forced to search for the number and when I spoke to Lisa in customer relations she agreed and sympathized with me and asked if I would accept a voucher for a future cruise and when I said that would be acceptable she said she would work on it and call me back. She never called me and had the original supervisor who had lied to me on the first call call me and told me they would do nothing claiming the fine print contained the information that allowed them to"vary" the itinerary. Their excuse was that nothing was their fault as the ports to be visited were closed by the country to be visited. It was not my fault either and because of their company policy I become their victim.

We booked a trip for the Grand European cruise for Sept. 2020. Due to our age and the pandemic, we talked with the travel agent (Brandt Travel) and discussed cancelling the trip. We were advised it was better to postpone and then we wouldn't "lose" our insurance. The insurance was important to us as we were traveling with my husband's sister and her husband. Between us, we are ages 67-78, and my brother in law has Parkinson's. The travel knew of our ages and medical info and knew having the insurance was significant to us.
We received vouchers when we rebooked but were never given any information that this would null and void any insurance or any chance of getting our money back should we not be able to travel. Given our situation, we never would have rebooked if we had been given that piece of information.
My brother in law's doctor does not feel he should travel, and so we were planning on cancelling and being reimbursed. We were shocked to find out that due to the vouchers and rebooking (of which we were never informed) a refund is no longer possible. Prior to the rebooking, we could have received a full refund.
We are highly disappointed in the travel agent and in Viking Cruises.
They have a good product... They host lovely cruises. Why they would need to resort to "used car" sale tactics is beyond me. It cheapens their name!

I am writing this to let you know that I am very disappointed in Viking River Cruises. We booked a river cruise for four (based on two people per room) in 2018 for 2019; this was before COVID 19. In 2019 Viking River Cruises was forced to cancel all cruises due to the Pandemic. Viking canceled our cruise, and instead of requesting a refund, we accepted Vouchers because we had enjoyed our previous Viking River Cruise and planned on making this a yearly way to vacation. We knew that once everything opened up, we would be ready for a vacation and the best way to vacation was with Viking River Cruises.

We ended up re-booking a river cruise for June 2021, and along with this booking, we were issued Vikings "Risk-Free Guarantee". This Guarantee was a temporary cancellation policy for bookings made between May 1, 2020, and February 28, 2021, and states that Future Cruise Vouchers are transferable, " this is written in two separate places in this document. Sadly, we were forced to cancel this cruise due to one of the members of our group's health declining and becoming too ill to travel. This member ended up passing away.

When this cruise was canceled, Viking did issue vouchers but issued them incorrectly as non-transferable even though we had Vikings Risk-Free Guarentee. One of the vouchers was issued in my daughter's name, and she will not be able to use her voucher. I have requested that the voucher be re-issued in my name since I am the one who originally paid for the cruise (Viking can easily see that it was my check that paid for the cruise). Viking is refusing to honor the "Risk-Free Guarantee" and transfer my daughter's voucher to me. I have done everything Viking has asked and followed all their procedures to request that this voucher be transferred.

I am very disappointed that Viking would do this and not honor their "Risk-Free Guarantee" issued when I re-booked a river cruise with them. It is important to note that the Risk-Free Guarantee was not issued when the original booking was made (pre-COVID) but was issued when we re-booked the cruise. If this "Risk-Free Guarantee" was not going to be honored, why even issue it when I booked the cruise?

I have heard all kinds of excuses from Viking management stating that the "Risk-Free Guarantee" does not apply to this voucher or not valid for my daughters voucher. Now I am being told that since the previous cruise canceled due to COVID included an added cash value to entice customers to accept vouchers instead of refunds the risk free guarantee does not apply. The problem is: The original booking in 2018 canceled due to COVID did not come with the Risk Free Guarantee . The Risk Free Guarantee as added when we re-book the cruise for the following year using our vouchers. So technically Viking should have never attached the Risk Free Guarantee to the cruise? When we had to cancel the 2021 cruise there was not another added cash value. Why give me a Risk Free Guarantee when Viking knew it would not be worth the paper it was written on. When I was issues the risk-free guarantee it states it applies to the booking and that is what I was told when I re-booked. Also, I was told when we had to cancel the cruise that we had the risk-free guarantee, and the vouchers would be transferable.

I want Viking River Cruises to know that we are very disappointed in their business practices and not doing the right thing but transferring my daughter's voucher to me and honoring the "Risk-Free Guarantee" they issued me. Viking will be stealing over 5000 dollars of my money. Before all this happened, we booked the Russia Cruise for 2022, and if I could cancel and get my money back, I would. We have also put a deposit down on the Paris Cruise for 2023 (which I am now planning on canceling). I have been recommending Viking River Cruises as a way to vacation to all my family and friends, but I will no longer do this. I will recommend against using Viking Cruises. I want Viking to know that they are losing good customers, and although I am not looking forward to using other river cruise companies, but we will move our business over to your competitors.

History/Timeline of this issue:

Original Booking #5719622 canceled by Viking due to COVID

Booking #5719622 re-scheduled on May 28, 2020, new booking #6041628 (Risk-Free Guarantee added by Viking to This Booking)

Booking #6041628 had to be canceled on March 23, 2021, due to the health decline of one of our parties, who was unable to travel and has since passed away.

Booking #6299126 Waterways of the Tsars scheduled and paid in full for October 7, 2022

Booking #6565142 for October 10, 2023 deposit paid; however, we will have to cancel because Viking refuses to issue voucher RPLT-nC 1876776 for Caroline Dupree, which should have been issued as transferable.

Thank you,

Michael Dupree

[protected]

We booked and paid for the Budapest to Passau, with stops in Linz and Vienna, Austria; and in Slovakia, Austria and Slovakia now are CLOSED for tourists, and Passau and the last minute added other port in Germany are in Bavaria and are on LOCKDOWN. They "added" a stop that is 30 minutes by car from Budapest -- so not really an "added port".

We have had ZERO communication about HOW the cruise will dock in Germany, as the ports might or might not allow docking -- into a city with lockdowns and severe restrictions. Our onward journey is now impossible, as Christmas markets are cancelled and lockdowns prevent entry to most shops.

We have demanded a refund, and Viking has refused.
"Sailings can be alter due to world events. If Viking can proceed with a sailing there is a possibility of changes to the ports in order to continue with travel. The terms are listed in the documentation provided. Viking has received feedback from guest electing a schedule change rather than a full cancellation of the sailing. Once return from their sailing they may contact Customer Relations to see if there can be additional offered​​​​​​​ compensation due to change. We do understand this change was out of all parties control and therefore Viking offered the 25% voucher for a future sailing. Guest may attempt to seek reimbursement thru their Travel protection company. The sailing will proceed and is not cancelled.

When situations like these occur, the request for exceptions are quite common and it would be impossible to grant every request. These situations are very difficult for us personally to address since this is a very challenging time for all concerned. Regrettably, we cannot accommodate your request at this time."

We feel that we are paying 100%, and getting 20% -- with ZERO opportunity to convert.