Viking River Cruises
reviews and complaints

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.

We paid some #10,000 for premium air. The flight from Amman Jordan to

London was on an older plane with 3 seats on the left and right. This they

called Business since the middle seats were left vacant. This was really

coach. On the next British Airways flight from London to Philadelphia, The

Business Section was crowded 8 units wide while first class just in front

was 4 units wide . Coach would have been better. Then in Philadelphia

we went to our connecting American Airlines flight with our Boarding

Passes which had been canceled since BA flight had been late. After an

over night stay we got back to Cincinnati the next day. With this terrible

service we should have received at least a partial refund . After 5 Viking

Cruises beginning in 2009, this is not the first error and being loyal

Customers should not be treated this way.

Winston Folkers

We booked a cruise, paid the full booking amount. Then before the departure, Viking cancelled operations and offered us vouchers for future cruises. We accepted the vouchers in good faith. We later booked a future cruise and then learned of the medical requirement which we are advised may be harmful to us because of pre-existing heart conditions. We then cancelled the booking under the advisement of customer service where we were informed the vouchers would be extended to a later expiration date. Nothing whatever was said at that time the vouchers would be any different than the first ones. We found this out after receiving the new vouchers. The wording is quite different. Different to the point that indicated our money no longer had any value other than for booking a cruise under the same medical requirements that existed at the time of our first cancellation. We have been informed we either must meet the medical requirement which may possibly worsen pre-existing health conditions or lose our money due to the expiration of our vouchers. None of the countries included in the cruise, nor the one where the cruise line is based have this medical requirement.

Our Viking cruise embarkation was delayed by 2 days, shortening our trip from 12 to 10 days. They offered us a 150 dollar non refundable credit to be used onboard. We missed 2 ports of call and 1/3 of our sites to see the auroras. They also issued non refundable vouchers for our port excursions.

Problem…vouchers we non refundable, use it or lose it as of all of our excursions were paid first by travel agent vouchers, and then our credit cards.

We could not get them to use our original vouchers for the trips we could take, and give us a refund for the trips they cancelled.

More importantly we have now been offered vouchers for future trips of 500 each, instead of a prorata refund of 1200 each for our missed days.

It’s like I ordered a dozen eggs two years ago and paid cash. Now they give me 10 eggs and a voucher for 2/3s of an egg at a future date.

I am at an age where it’s doubtful I could even use a voucher to go someplace I didn’t want to go.

Meanwhile everyone on the ship bought unneeded sweaters and bar drinks to use or lose their non refundable vouchers given on board for our lost days and trips!

The even occurred in February of 2023. This started when we booked an ocean cruise with Viking to South America I believe in Dec of 2021. We paid for the trip and had trip insurance. That trip was cancelled do to covid, and we were assured by Viking that everything was fine and we rebooked for Jan 2022. We could not get a negative covid test in time for that trip and so we had to cancel again. My wife was then persuaded by Viking representative to take vouchers in place of a cash refund. We then rebooked for Dec of 2022. My then developed a nearly fatal lung condition and could not travel. So we had to cancel that trip. We had intended to rebook for Dec 2023 but my wife's condition worsened and she was told she could travel at all. Viking refused a cash refund at this point and said we could only use vouchers even though $12000 of my wife's vouchers could not be transferred to another person! I tried to substitute my niece as travel partner in place of my wife. Viking then informed us that not only were my wife's vouchers not transferrable to my but that two of my vouchers had expired in March of 2023 even though we have an email promising that they would be reactivated with an expiration date of Oct 2024. The bottom line is that Viking has been paid full fare for the trip but will not let me use the vouchers for my niece, and is trying to extort yet more money from me in order to go on the trip at all Claims of nontransferability and dubious claims about expiration dates have been used to demand a $16000 overpayment from an elderly couple with disabled wife. The stress and travail this has caused my family is beyond measure. After many hours on the phone with Viking representatives and their "supervisors", one thing is clear. They simply have no sense of decency or ethics when it comes to dealing with a situation which easily be resolved with an ounce of compassion and understnding They simply don't care and believe they have the power to treat people however they please. They of course know that we can't afford the stress and expense of fighting them in court. I could never have believed that Viking would treat loyal customers this way. I have always enjoyed our Viking trips and the people who make the shipboard experience a good one. Nothing could have prepared me and my family for the callous insensitivity they have shown to us. They have their money in hand. Why are they doing this>

Just returned from Classis Panama Canal Cruise (11-21 February 2023) on the last day, running water for the shower, hand basins and toilets had been turned off from 5am to when we left the ship at 10.30am. Many passengers were still on board at this time and were unable to flush toilets or wash their hands. I told a member of staff about this and was directed to use a toilet on the top deck. This also had the water turned off and was unable to flush. Many passengers were distressed by the lack of fresh water. It is a basic human right to be able to have access to flushing toilets and handwasting facilities. Viking, please give an explanation. I have contacted Watcdog BBC who are interested.

I paid my travel agent in full for my cruise well before the due date, but was unable to access online booking as Viking claim the payment wasn't made. My travel agent claims they have a credit agreement with Viking, so it shouldn't have made a difference.

This meant I was unable to book any excursions or drinks package, despite trying as soon as they were released. All I got was 'you must pay in full for your trip before booking extras'. By the time I could ring Viking, the excursion was sold out and the drinks package price had increased.

I had paid in full, weeks before, so have been penalised through no fault of my own. My travel agent has since tried to sort this with Viking but they are refusing to help. I am extremely disappointed that a once in a lifetime trip I have been looking forward to for two years is now marred before we even get on the ship.

After many failed conversations with Viking Cruise customer service reps to obtain reassurance that we will automatically receive a refund when our cruise vouchers expire on 2/18/23, two years after the email from Viking dated 2/17/21 notifying us that our second cruise was cancelled. We have been waiting patiently for two years for a refund, relying on the written communications from Viking (see below).

We originally booked on 3/22/19, setting sail on 4/26/20. On 3/11/20, Chairman Torstein Hagen sent an email (see below) stating that “ operating as a travel company involves significant risks of quarantines or medical detentions, which could diminish the travel experiences for which our guests have been planning. As a private company with strong finances, we do not have to worry about quarterly profit expectations – and that flexibility allows us the ability to do what is best for our guests and our employees, as we have always done. Therefore, we have made the difficult decision to temporarily suspend operations of our river and ocean vessels embarking from March 12 to April 30, 2020.” In this email, he states that we “will have 24 months to use the vouchers… and for additional flexibility, if you are unable to use the voucher, we will automatically send you a refund equal to the original amount paid to Viking after the voucher expires.” Again, please see below email for reference. After calling to confirm our understanding of Vikings guarantee, we took a leap of faith that the COVID-19 situation would not last and rebooked a second cruise setting sail on 5/2/21. On 2/17/21, Richard Marnell

Executive Vice President, Marketing sent the email below notifying all customers who had a current booking that they were once again “extending the suspension of scheduled departures through May 31, 2021. We are contacting you today because you are currently booked on Romantic Danube on board Viking JARL, which has been included in these cancellations.”

We had planned a trip in 2021 and when Viking changed their requirements we chose to cancel our trip. We have since then tried to book a trip two times, and the required medical of a “vaccine “ status made us cancel again. This is our third time to book a trip, and in 2023, the medical requirement is still in place. We will be again canceling our trip.

Because we were given a voucher, we can not get out money back.

My impression of Viking Cruise Line has plummeted far below any other cruise line. I checked with many countries and all their restrictions have been dropped. It is time for Viking to do the same and act like a cruise line instead of a medical facility.

Booking 6819824. 12/21- 12/28/2022

Cruise was not very happy because this was a Christmas Market cruise and many of the markets were closed or food only due to the dates.

airfare $2198

return trip Munich to EWR

I complained initially that I was not given a direct flight. I was told I would have to pay full retail fare in addition to what had already been paid.

on 12/26 we were given our instructions for disembarkation. I was scheduled to leave the ship at 2 am which I found to be totally unacceptable for a luxury cruise. I went online and found an afternoon direct flight from Munich to EWR which would allow a reasonable time to leave the ship. I called the Air department and was told again I would have to pay full retail fare in addition to what was already paid. I booked the flight myself. I called back and cancelled the Viking air arrangements. I had paid extra for Premium economy and I have not received my refund as of 2/10/2023.

I called in January and was told my refund was being processed.

Viking made an error and owes me reimbursement for charges made on February 1. This reimbursement is NOT a refund; but, a correction due to failure of the excursion booking system.
On February 1, the shore excursion booking system opened up for the ocean segment of my trip. I purchased two of each of the following through ACH:

1. Behind Closed Doors at The Munch Museum in Oslo
2. Full-Day Railway Journey to Voss in Flåm
3. Fjord Foray by RIB in Stavanger

I received confirmation of the bookings upon purchase. I then checked the Calendar and discovered that the excursions did not post to my account. There was a problem with the ACH system so I repurchased the excursions with a credit card. I received confirmation of the bookings upon purchase by credit card. Again, the excursions did not go through on the Calendar, nor post to our account.

I immediately called Viking's Customer Service and was informed, after much delay, that I was not permitted to book the excursions at that time. I explained that I did not know that, and that the booking system debited the checking account by ACH, and posted against the credit card. I was then told that a decision would be made on how to handle the situation (whether to confirm the excursions or return the money). I was told to wait to hear from the agent later that day after a decision was made.

I did not receive a call back. On February 2, I telephoned again. This time, the agent told me that the decision was made to reimburse the total charges made on February 1.

On February 3, I checked our checking and credit card accounts to confirm return of our money. I discovered that there were no credits either to the checking account or to the credit card. I telephoned Viking again and spoke with another agent, who informed me that the monies would not be reimbursed for 3 weeks.

The excursion booking system took my money and, then, did not give me the excursions. The booking system NEVER should have taken money out of checking, nor should it have debited the credit card. This is a failure of the booking system. This is not my failure. I booked the excursions because they had been opened to me for booking. Please restore the money ASAP. The failure was on the part of your booking system.

In addition, I have been told by three of your representatives that the shore excursion booking system is not set up properly on my account. Viking's representative, Brook, even admitted that the system allows monetary deductions for shore excursions from my account without applying the excursions to our booking. She further insisted, however, that I wait until March 16 (now my booking date) to see if the shore excursion booking system will work properly. This is quite improper. If the company has knowledge of a system failure, the customer should not be penalized for it.

Since Viking already knows that there is a shore excursion booking issue with my account, the system should be fixed NOW. I should not be penalized without proper access to, and ultimately lose out on, booking shore excursions on March 16 because of Viking’s failure.

I have sent two e-mails to Mr. Hagen. There has been no reply.

Originally booked in 2020, paid in full. Cruise delayed because of COVID. And rebooked the following summer My travel partner , my sister, died 6 months before our trip that next summer die to COVID. I had insurance and filed a claim. Because Viking issued a voucher , insurance denied the claim as the voucher was considered a refund

Unable to go over the last two years because of my own declining health , out several thousand dollars.

Now I see all this advertisement that waives ar fares , deposits and other things we paid for Horrible company in terms of customer service

My family of 4 has booked a Viking cruise with a pre and post cruise excursion. Viking booked the hotels for these excursions. I’ve asked that one room in the hotels have two separate beds for our two adult children who do not want to share a bed. It would seem to be a reasonable and simple request. These hotels are Marriott and hilton properties that have such rooms. Viking will not honor this request. I was told “Viking doesn’t own the hotel” and the hotel will not let me make a change since Viking handled the booking. Only Viking can make the appropriate reservation. Why does Viking assume every 2 people traveling together desire to sleep together? It’s infuriating and disrespectful. For the cabin on the cruise, we indicated separate beds for their cabin. (I doubt they’ll get that right). Wouldn’t that booking choice make it clear to Viking that pre and post excursion bookings would also require separate beds? How is this hard?

The whole experience was a disaster. Not your fault but took 5 flights, 1 whole day in airport, 1 whole night and 2 hotels to get to the ship 3 1/2 days late. The couple shore excursions we went on were lame and horrible. Sure we were free but that's no excuse. We did not see ANY of Spain. Not one thing but some flowers in the rain and unsafe steps and more steps. And most were 70 OR older. We didn't even get off the bus for next stop and learned nothing. The food in buffet was cold and coffee. Been on 6 other cruises and never was cold. And Corn beef hash was just a burned mess. Love good service but rand our doorbell like 3 times a day. Now I know the weather is not your problem, but how you handle it was not good. Knowing this weather happens, doors and drawers should have hooks so they don't slide all night and glasses make a place in drawers. Was sick the last few days we did have on ship. And heard this was a dead head cruise to move the ship to somewhere, why we got a pretty good special, $7,500 verses 21,000 at later date and this was our 50th anniversary "cruise so had to go in winter to save but no excuse for it being so disappointing. Oh, and we look forward to hot tub and it didn't work! London was pretty ok tho for a whole day. So as I don't want to leave bad reviews but believe we deserve at least 1/2 or so refund! Our 50th anniversary was awful. Would maybe some day like to do a River Cruise.

Margaret and Randy Wahl
504 2nd Ave SE
Conrad, MT 59425
Booking No. 7045921
[protected]

Booking number 7141933

Yazmin Hope and Libby Gallagher
1. Due to my cancellations, Viking held onto $8,000 of my Funds for about two years.
2. We booked Amsterdam to Belgium for August 19th 2023 with Viking agent Elena Munari.
3. Just realized that the cruise booked was from Antwerp to Amsterdam.
4. Spoke to several people today, including a supervisor named Dawn. 1/16
5. The agent confirmed there was a ship leaving Amsterdam on the same date, and the same state room was available. But, we would have to pay $100 to change itinerary. I was not satisfied with that response, and asked to speak to a supervisor. He returned to the line and said, I wouldn't have to pay the $100 BUT would lose my promo code. I wasn't laughing! This would mean I'd lose airfare and spirits credit! That's insane.
6. I asked again to speak to a supervisor. Dawn proceeded to tell me the same.

She stated that senior management would tell me the same.
To summarize, I find it ridiculous that this could not be resolved amicably. Yes, we should have checked things more carefully but when we clicked on the link in our email from Dec 13th "see itinerary" it showed us leaving from Amsterdam.
Refer to pictures below. Furthermore, if you go online there are ads for free airfare. See picture below. To say I'm very frustrated and disheartened is an understatement. I was a VP in banking, and I know there is always a way to keep your customers happy. I've been looking forward to this cruise for a few years now. Unfortunately, it may be my first and last.