Viking Cruises

I booked a Viking "Great Lakes Explorer" Cruise about 2/17/23 and paid in full the $14,855.38 by 24 March 2023. This cruise is to take place 6/30/23 thru 7/7/2023. Viking Booking number 7303218.

On about 5/8/23, I requested to change the name of the person going with me and was told I would have to pay an additional $3,797.50 and now after escalating the issue, it will cost $5,696.25 to simply make a name change.

At this point in time (about 7 weeks prior to cruise), the change requested should be a simple data base change, not an unreasonable or uncommon change and easy to affect. Why Viking insists on charging almost $6,000 seems very unreasonable.

FACTS:

1. Ocean cruise Secrets of Southeast Asia under reservation #6881172 on Orion with sail date of 18 March 2023 to 1 April 2023.

2. Booked pre and post extensions in Bali and Singapore. Pre extension was for 2 nights from 16 to 18 March 2023. Post extension was for 2 nights from 1-3 Apr 2023.

3. Viking Air as a Viking entity is a disaster/nightmare. Flights scheduled was supposed to be Harrisburg, PA (MDT) to Dallas (DFW) to Seoul Korea (ICN) to Bali (DPS). Flights actually flown was MDT to Chicago (ORD) to London UK (LHR) to Bangkok (BKK) to Bali (DPS). Total flight time = 57 hours.

4. Missed one+ days of pre-extension time on Bali to include scheduled tor and one day of post-extension time in Singapore. Arrived Bali on 17 March so late in the day (1600) that the entire second day was also missed, not 16 March as scheduled. Departure from Singapore was on 2 April, not 3 April.

4. Upon arrival at DPS, no Viking representative was present to provide transfer services to the hotel (Laguna). Had to take a taxi (which was reimbursed).

DISCUSSION:

1. The flight nightmare started when we stepped into the local airport, and we were denied boarding by American Airlines because they said we did not have a QR code for Bali and their system would not allow for printing of boarding passes or baggage tags. Called emergency Viking telephone, where I was told by Viking that no QR code was required. Here we are stuck in catch 22. This is an issue Viking air should have been aware of that American Airlines required this code. At no time did Viking advise me a QR code was required to fly. Result, the plane took off without us on board. By the time 3 airline personnel and ourselves were able to find the correct Indonesian website and in English, it took us over an hour and a half to finally get this code. Then airline said we had 10 minutes to get on a flight to Chicago and Viking emergency personnel said they would have a ticket in Chicago waiting on us for Korean air to Seoul. Then we got handwritten boarding passes and handwritten baggage tags for the luggage. We were last people on the plane as they were waiting for us to get through security. We got to Chicago and made our way to Korean air and showed them our new ticket. Again, we were denied boarding because they would not accept the Viking ticket number given to us and Korean air also said it was a standby ticket, we would miss the connection and have to leave the following day and by the way, do you have a visa for Korea since we would be required to overnight if we had gotten on. Then, back to Viking emergency with the issues. Finally, we were told to go to United to fly on the route flown. Next issue was where was our luggage. It took us 5 hours to find the luggage with back and forth between Korean air and American air, who had the luggage. American air finally found the luggage in their dead luggage room because of the handwritten baggage tags from MDT that the machines could not read. Finally, we got everything sorted out but ended up missing the first day of our pre-extension stay in Bali.

2. There were several other hiccups with the cruise in general:

a. The issue of no Viking representatives at final destination to meet us and provide the expected transportation. Again, Viking air knew of our new route and arrival time, yet no one forwarded that information to Bali Viking representatives.

b. As part of the Viking boarding process, I downloaded the boarding pass from the Viking website. It was never looked at or used. However, they did want to see our Vietnam visa. At no time did any Viking representative say to us that this was a required document for ship boarding. I had a visa, but it was in my packed luggage and not available for boarding. It was in my luggage because we were not going to Viet Nam for many days.

c. I had to personally check various details for our activities because of incorrect information being used by various Viking personnel, especially the shore personnel in Singapore with the hotel check in and transfer operation to the airport. Also, the bookkeeping required while aboard ship was overwhelming as we seemed to spend more time at guest relations filling out forms, etc. then enjoying the ship; especially when Viking already had our passenger information.

d. The itinerary for Secrets of Southeast Asia needs revising. The arrival in Viet Nam in the middle of the day and leaving in the middle of the day wastes a whole day plus in being able to tour the country. The free tours offered by Viking did not occur every day, so it was already booked up with no chance for passengers to participate in this activity. 4 days in Viet Nam was too long, 3 Max morning to night and schedule the additional day in Thailand, where we only had about 6 hours to tour the area instead of a full day. Routing of this trip from Bali to Semarang to Singapore to Ho Chi Minh City to Bangkok would seem to be a better route with less sea days (Semarang seemed to be a port stopped at so the ship could reprovision rather than for passenger interest.

e. As a first time Viking Passenger, Viking Ocean needs to step up your game to match the river cruise experience. The main thing I enjoyed on Viking Ocean was the smaller ship size so one can actually meet the other passengers. You might say Viking is #1 in your commercials, but I think Viking has a way to go to improve the ocean experience versus other cruise lines.

f. Viking ship personnel were very active and visible compared to NCL which I went on prior and after this Viking cruise. The General Manager was everywhere and quite personable. On the spot recommendations for this ship were made to him. One of the suggestions made was to add into the ship's daily activity was a lady's craft get-together dedicated place and time. The NCL Jade had this activity where my wife enjoyed meeting other knitters/sewers on board. Also, the military get-together should be held more than once.

g. This website page is very unclear regarding the number of characters for each section.

Upcoming July 2023 ocean cruise. I bought an Explorer suite and a Veranda suite with one guest per cabin. I was charged for a second guest in each cabin

totaling $37,000

Today I found out I could only make a single reservation for each category even though I paid for two in my cabin class. I was told because my guest was in a different cabin class he could only reserve for himself and would have to wait to make reservations which are a month out.

Suggestion from a supervisor:" you could wait til you get on the ship and see if a table is available or whether you need to share with others."

There was no offer or even an attempt to the solve the issue.

Apparently they haven't enough people who can make a decision and not read off a script.

If this is what they call customer service, the Norwegians should be ashamed of themselves

I booked a trip with family members and when we received our flight information we are not flighting together. The air plus was never explained to me so I had no idea I needed to pay extra to travel with family. Three of my family members received their flights and are flight directly to the destination. Myself and my friend where booked on three different flights and would have been traveling for about 24 hours between airports layovers and changing planes.

I have always thought of Viking as being an elite company and we payed a lot of money for this trip. I do not think having to take 3 different flight to get to the destination is an elite way to travel when there was a direct flight.

When I contacted the person who we booked with she told me I had to contact the Viking Air department. After being on the phone with the Viking Air department for over 2 hours we finally got flights that have only one stop. I understand that the flight the rest of my family is on has increased the price but I should have been booked on that flight when they where booked on the flight.

I am very disappointed in Viking and feel that this should never have happened. At this point I'm disappointed and frustrated. Please don't claim to be an elite company if you are not going to treat your customers in an elite way. I feel like since this was your mistake the company should have done something to make it right. My time is worth something and to spend over 2 hours on the phone to try and solve a problem your company created is wrong.

I am ok with the flights I have now but am disappointed in the effort I had to put into this to make it ok.

Thank you for your time

Lisa Nicholson

[protected]@me.com

Booking Number: 7058275

We were so looking forward to a wonderful Rhone River cruise on the Viking Hermod until we received an email two days ago that Viking would be significantly altering our itinerary due to labor strikes in France.

As with other reviews you'll read, Viking's model is to retain your money at any risk to customer satisfaction. Their position - You signed up for, granting them total control of your $10,000 spend when you booked the trip. The trip we booked encompassed a 7-night cruise from Avignon to Lyon. The trip they are now offering is a three-day voyage from Avignon to Avignon, with one stop on the second day. The balance of the trip will be spent on buses (for several hours at a time) and in hotels for two nights. There is no commitment on school bus vs luxury coach or Motel 6 vs 4/5-star hotel. Viking touts a luxury experience, but we will not have the opportunity to enjoy the amenities promised offered on the Hermod for four out of the seven days booked. We are hoping for a functioning toilet on the bus and not to have to share a bathroom with other guests in the hotel. When we requested a refund in advance of boarding, the answer was a flat-out NO.

This sleazy approach has put such a bad taste in our mouth that we have canceled a fall cruise and will now focus our travel spending on land-based trips. It is amazing what you can get for $500-1000/day vs the coin toss you should expect from Viking. Very unfortunate given Viking promotes their brand as best in the cruise industry.
Don't buy the hype.
Viking needs to do the right thing - refund money when unable to deliver the product they committed.

My husband and I have taken several Viking River Cruises and always had a great time and never had any issues.

My husband and I had a cruise scheduled when Covid arrived and Viking gave us vouchers to put toward another cruise which we did, unfortunately we had a family emergency and had to cancel. Our Trip to Egypt was scheduled for Oct 2023, however, my husband died Nov 12, 2022, I was told no refund but I could reschedule, but I would pay double for a single person traveling!

I was told by several Viking reps that I could book another trip but no refund.

Res # 7389978 river cruise

I made this purchase for a 5/13/2023 cruise. The booking person filled in the basic info on the Customer Info form. When we gained access to the form to complete it, My wife's name was not correct. It was stated as Chris, rather than her passport/ air ticket requirement of full name ( Christine Marie ) For two days, (Mon/ Tue) about 4 hours of phone time and more hours figuring out how to address this after every failure, I spoke with numerous air agents from Viking that seemed to be offshore. Sound quality and competence was poor. Knowing the ticket name and ID have to match, I attempted to get this resolved. Each agent until the last one did not listen to me and began reciting outlandish fee schedules/differential fees I would pay to make this change. Numbers like $350 to change the name, $750 ea to re ticket. After considerable engagement with the last agent on a call that lasted 1.3 hours, I had finally made them understand it was a Viking error. Rebooking on different flights was put up as a resolution. I said don't ticket until I understand what flights we were moving to. It was ticketed anyway.

I was a minute from cancellation due to frustration. The flights came in and are barely ok.

I also wanted the end of cruise extension, but could not get that either.

You defeated me...

So much for my introduction to Viking. The very reason I was booking last minute was a long frustrating booking follow thru with Vantage cruise lines that the trip was cancelled 9 days prior to embarking. After speaking with friends, I went with their recommendation of Viking. I can only hope this relationship gets better. Feel free to contact me .

We just returned from our second Viking Cruise (Njord 3/20-3/28)It Excellent service from arrival to airport departure. I have absolutely no complaints.

Towards the end of the trip several people became sick (cold like symptoms). We returned home yesterday, and to be on the safe side my husband took a COVID test - positive.

I notified a few people that we had contact info for, then posted on Viking site to let others know. I guess that is not acceptable as my post was removed.

My name is Linda Cline. My booking number is 6291725 for the Viking Mississippi Cruise. My cruise departs 4/1//23.

We booked this cruise in 3/2021. We were told that we would have to pay the full amount by 12/31/21, which we did. I paid $15,301.50. I bought insurance thinking that if my husband was unable to take the cruise, the insurance would cover it.

In October 2022 I was forced to cancel Eric off the booking as he has dementia. When I canceled Eric off the cruise I was told by the agents with Viking that I would have to pay another $100 as a cancel penalty. I was also told that the insurance would cover a voucher for a later travel date. Really? If my husband cannot travel now due to this mental illness, would he suddenly recover from dementia to take a later cruise? No.

I realize that what I paid was based on a double room occupancy. I could not find another guest suitable who was covid vaccinated, so I chose to go forward with our plans, without my husband.

I was told by 2 customer service representatives that I would receive the price of Eric's air back as a refund. I agreed to that. Then I was told I would not receive his airfare back $699 because the cost of the cruise had increased That is not my problem. I paid 13 months ahead of my cruise date.

My complaint is simple: I want to be reimbursed for his airfare. My friend, Nanci Cooper used her credit card to pay for our trip and I reinbursed her.

This being our first cruise we were very disappointed at what Viking was trying to remedy, the French Strike. Taking bus after bus to get us to and from the Buri, to sitting at a dock in the middle of nowhere, is not exactly a cruise I am so sad that what was going to be a river cruise turned into a bus trip. In addition, I am slightly handicapped and sitting on busses was very uncomfortable, sometimes painful. I asked other passengers if Viking had provided this re-direction before and said yes, but that Viking was very good at compensating for the disappearance of a "cruise" I'm not sure I would go with Viking again. It will be interesting to see how you handle this as you had a boat load of very unhappy customers.

Sincerely

Dorene McLaughlin

[protected]@yahoo.com

[protected]

mailing address PO Box 1446, Midway, Utah, 84049 USA

I booked a cruise in 24 yesterday March 16, 2023. This ad was on my screen saying you get $1000 shipboard credit and an upgrade. Well as you can see by the picture my trips picture is right under that screen. I was told is was to someplace else. Nowhere in the ad does it say on certain voyages, just book by March 30 2023. I also received a similar email. This seems to be deceptive practices. My wonderful agent did give me a couple of hundred off the price but nowhere $1000 in shipboard credits. I just don’t think it is fair. I am happy with our room but think you are deceptive

I am very disappointed in the Viking fly plus program. I am going on a cruise to Iceland in august and just received notification of our flights. I was dismayed that it was three flights going from Wilmington to Charlotte to Minneapolis then to Iceland. I did my own search and found if we drive to Raleigh two hours away we could get a six hour direct flight to Iceland. My husband is 75 and has mobility issues so three connections and double the flight time is extremely hard for him. I called Viking to request a change in our flight but was told my travel agent had to contact them and there was a $150 pp fee for them to work on this. I contacted my travel agent and give them specifics of flight and told them we would take economy seats if that was only available to avoid the extended flight Viking had come up with. Viking booked us on the direct flight. I’m just very disappointed that in order to get the best flight for our circumstances I was forced to pay additional fees just to relay what our needs were. I choose Viking because in the past I appreciated that even though they were more expensive than some cruises they didn’t nickel and dime you for every service. Again I resent paying a fee that if I could have had contact with the flight booking dept I could have relayed in the beginning the need for as direct a route as possible for my husbands comfort.

I raised a genuine and honest complaint regarding a lack of running water and no water to flush toilets just prior to disemarkation. I had a phone call from a Viking rep a couple of days ago. The rep in no uncertain terms did not believe my complaint as staff had not reported it, neither had any passengers (most had left the ship when this happened) . A bit of advice; if you have any complaints, ensure you have it documented at the Service Desk, or else they will not believe you.

We booked a Viking River Cruise in 2020 which was subsequently cancelled by Viking due to Covid. We were issued vouchers for a future cruise, which we applied to an Oct 2023 river cruise. I bid my annual vacation to cover this trip. Then Viking informed us that we could not go on their ships because we were not vaccinated for Covid. They also would not refund our money.

When we booked our original cruise there was no vaccination requirement.

As of now we are rebooked for a May 2024 cruise but as of now we cannot go on that cruise either because of the vaccination policy…and they won’t refund our money.

Viking needs to either change their vaccination policy or offer us a refund.

On 7/21/2020 I booked the Paris & the heart of Normandy cruise with Viking. On 8/31/2020 I paid Viking $11,694.00 for this cruise. I spoke with company rep Chase on 2/15/2021 and asked if this cruise was still going as planned due to the pandemic and my concerns about the conditions that we would have to endure. He suggested that instead of canceling this cruise that I change my reservation to Viking's Risk-free guarantee program and use it to schedule a cruise in the future. I agreed to this. On 2/17/2021 I received an email from Viking stating that the Paris cruise was suspended thru 5/31/2021. On 2/19/2021 I used this risk-free program to schedule a Viking ocean cruise scheduled for 5/27/2023 thru 6/10/2023, and paid an additional deposit of $2838.00 and $1867.00 on 1/11/2022.

On 1/1/2023 Viking sent me a message about this cruise. The Viking message included the new covid policies that were effective 6/10/2022 state that my wife and I have to be fully vaccinated and show vaccination documentation before we could board the cruise vessel. When we agreed to this cruise in Feb. 2021 this was not a requirement for travelling with Viking. If it had been, we would never have agreed to this "Risk-free" program, not booked the cruise and would have been returned our deposit money that Viking has held for over three years now.

I booked a Viking Ocean cruise - Venice to Athens - for travel September 2024, at the end of February 2023. When I found out that the extension tour of Venice was completely full for all dates from August to October 2024, I canceled the booking and re-booked a river cruise - Paris to Normandy.

Imagine my surprise when I was told that the cruise vouchers I purchased were applied to the ocean cruise and could not be reapplied to the river cruise I was politely told by customer service that once vouchers are applied, they can not be reapplied, even though I was booking a new cruise. So I am out the $200 I paid for the vouchers and Viking will not reinstate them for the river cruise. I've been on four Viking cruises with my husband but no more. If this is their idea of customer service then I am taking my business elsewhere.

We booked and paid in full for a River cruise for July of 2023 from Paris to Switzerland. We paid for everything; excursions, pre days, post days in Switzerland, insurance, and airfare which was advertised as free international travel. We did have a code from a brochure sent to us. We now realized because of an elderly family member we would not be able to go so I called to try and get a resolution which after many phone calls and many different agents finally got some answers. Our choices were to cancel completely and take a large deduction or rebook for 2024 for the same cruise. So because of the loss of money we chose to rebook in 2024. They made us pay much more because the agent said it would be more expensive then plus he would not give us the free international flights because we didn’t have a code. We feel this is totally unfair! We are paying much more now for the flights plus he charged us more for the cruise. Just because we don’t have a code? You have had our money since last September and now you’ll have our money for another year and a half! Totally unfair! Please help us solve this problem.

We booked a river cruise from Istanbul to Venice. Disembark on May 1 2023 they required us to pay us in full in August 2022 which we did. At the time we did we also asked that trip insurance be added. They said they did. But due to a serious health issue we along with our Drs said that it was not feasible for us to go. When I called to cancel they said we did not purchase the insurance. I asked to speak to a manager and was told by the person I talked to I could not but she would speak with one. After 5 minutes she came back and said the manager said nothing they could do but charge a 50 percent fee for canceling. I ask if I could have the number to her managers boss she said no. This happened 52 days before sailing. This is an awful company to deal with. It’s not an American company so they feel like they can treat Americans any way they want. But this is one American that will never sail with this awful company ever again. I encourage all Americans to do the same.