Viking River Cruises
reviews and complaints

Received email on March 8 stating cruise would be cancelled. Called and rebooked for 2021. Then, on 3/30, Viking says you can get cash refund. I was told since I "jumped the gun", I can only get rebooked. So, they apply over 10k in cash, and issue over 13k in vouchers, which they apply.
Then, wife's doctor says due to her uncontrolled diabetes, she cannot travel now or anytime in the future. I call to cancel, told they will hold the 13k in vouchers for 24 months. I advise, that does me no good - she cannot travel ever. they then say vouchers have to cash value!
This is unconscionable on their part.

Client #: 5340760
Complaint: Requesting transfer of voucher from my friend to me.

In 2019 I booked the Viking Cruise specifically for the Passion Play experience in 2020. Because of the Pandemic, we canceled our cruise, as the Passion Play was also canceled until 2022. I paid the whole cruise bill for me and my friend. Viking gave me a refund for the cruise and a voucher for the cancellation fee and the trip insurance. The vouchers were placed in my name and my friend's name. She is a high risk with COPD and has difficulty walking any distance which prevents her with keeping up with tours. Because of her health issues and being a high risk she does not want to re-book for the Passion Play. I have found someone else who wishes to go and I wanted the voucher to be transferred to my name so I would not lose that money. I was told Pandemic or not it is non-transferable. I am asking for an exception to "non-transferable policy" because of these special circumstances of my friend's health issues, high risk status and the Pandemic. I can provide a letter from her physician outlining her condition and reasons for not traveling at this time. My request is a transfer of her voucher to me.

I called Viking mid March to find out about our upcoming Ocean cruise to the Adriatic during Covid 19. I knew it had to be canceled. It was 15 days Italy to Greece. I was given misleading information about cancelation and not informed that I could get a full refund. I was told I could get 50% back in cash and 50% back as a voucher. I was told all I needed to do was call RCI (since I booked through them) by March 25th. I called on the 24th and canceled. Then I realized I only got 25% back in cash and the rest in a voucher. I lost my onboard credit as well. I have been speaking with managers at both Viking and RCI for weeks. Managers at Viking (I have all of their names) told me I was right and that we really need to figure out what happened but I should call RCI. One manager at Viking actually told me that they had a policy for a while where they could speak with RCI customers (or those who booked through agents) so I must have spoken with Viking during that time BUT now they went back to their old policy and can't speak with me. I told them this was ridiculously bad customer service and that they need to stand by what their agents told me as the customer --during that period when they were allowed to speak with me. Clearly he new Viking spoke to me ! This has been a nightmare. Hours after I canceled, the cruise was canceled by Viking -- and people got full refunds or 125% in a voucher. Somebody seemed to know the cruise was being canceled on the 25th -- which is why they gave me that date. Either way, we were screwed and Viking is now shirking its responsibility. I want Torstein Hagen to make this right. He is supposedly an ethical businessman with high standards and would be embarrassed by the things his customer service reps said to me. I loved our last Viking cruise but this very bad customer service is leaving a very sour taste in my mouth.
This was to be a 70th birthday celebration for my husband and I need Viking to right this wrong.

Terry Maseng

Last April we went on a river cruise and I became sick with a very treatable UTI while on the pre-excursion and they assured me for nearly a week they would get me to a doctor or bring one on after I assured them their directions of going to "Pharmacy" were not solving the problem. Long story short, I wrote here about the problem and they contacted me their offer was $500 toward a future cruise for my husband and myself. Not a great compensation for a terrible experience but we took it. However, the $500 each compensation needed to be booked by 5/5/2020. We had interested in the Mississippi River cruise but were still evaluating what we wanted to do before the outbreak and travel restrictions of COVID 19. Once that occured, I contacted Viking asking for an extension and was told no. SO I wrote both our travel agent and the individual at Viking who gave me the future credit. I heard back from our travel agent who had no success but have yet to get a reply from the Viking representative. How can Viking think I want to book and pay money under the current state of the world? Additionally I have another tour that had to be cancelled for April 2020 that I have to rebook, why would I want to book now? And put out money now? I am simply asking for an extension on my future booking. That seems entirely reasonable given the state of the world. I would appreciate some consideration. thank you.

My husband & I have taken several river & 1 ocean cruise(s) w/ Viking. Being a registered nurse in a major city hospital, I was aware of how COVID 10 would affect travel. On March 13, I contacted Viking to cancel our trip. At that time, there were no plane travel to Europe. Flights were beginning to be restricted. I rebooked this trip for May 5, 2021 at the same time and simultaneously booked a trip for Dec. 8, 2020 (Rhine Getaway). I paid in full for the Rhine Getaway on March 13. my Viking contact was Nami, she was very helpful. Since then, I received only a partial voucher (less than 1/3 of the $6.696.00 paid). I been writing comments on Facebook and learing several people have already received their 125% voucher within 1 month or less of their request. I finally was contacted by Megan Miulli on April 3, 2020, stating I would receive the 125% voucher. Every week I send emails to her. She says the voucher should be sent before the May 2021 remainder monies are due. I learned on April 27, 2020 that the refund voucher had been applied to our December trip - lwhich was already completely paid in full. I am outraged!. This is total incompetence on the Viking staff. As a nurse, it would be similar to send a patient to the wrong nursing facility and letting them sit in the lobby unattended. Megan did not call me on May 1 as requested with further information on my voucher and situation. I request3ed an upgraded cabin for all the inconvenience. This is totally unacceptable for a company, irregardless of how much work or stress of COVID 19. There is no excuse for this situation to not be resolved and compensation for all my stress and unnecessary hassles for Viking just to do the RIGHT RESPONSIBLE practice for good customer relations. I would like to be personally contacted by phone: [protected]. Reference #5653285. Jean Rueschman

My wife and I booked (#5982827) a Tulips and Windmills river cruise in February for a May 2020 departure to celebrate our 80th birthdays. This would have been our first ever cruise and given our age was likely to be our last, so we were really looking forward to it. When the corvid pandemic hit later in February we were worried that the cruise would be cancelled. We were also concerned about our health traveling in close quarters on airplanes and cruise ships and consulted with our personal care physicians about the risks. Given our age and our chronic underlying health conditions they both recommended that we not travel under these pandemic circumstances. We were very disappointed to have to cancel this trip but believed that our physicians' recommendations should be followed.

Initial communication with Viking in mid March requesting a cash refund indicated that they would only offer us vouchers for future travel. While we would love to be able to travel in the future the covid pandemic and our personal health conditions may limit these options. On March 11 Viking suspended their cruise operations and Viking's Chairman, Torstein Hagen, stated that people who had reservations and paid for cruises this year would be offered the option of vouchers at 125% of the value paid or 100% cash refund. After speaking with several Viking agents the only option we've been offered is vouchers for future cruises. Viking cancelled the river cruise and now they should honor their Chairman's promise to offer their customers future vouchers or a full cash refund. We would love to travel with Viking in the future but cannot make those plans now. Until such time as we are able to make those plans we would like to have our money refunded from this trip.

George & Dee Gamble
201 Vuelta Roble
Santa Fe, NM 87501
[protected]

Wow! After reading all the complaints regarding Viking, it is almost futile that I submit mine but at least I'm taking the first step before proceeding further regarding my situation.
June 2019 we booked a cruise "Passage to Eastern Europe" for April 28, 2020 in the amount of $11, 234. By June 2019 it was paid in full. On March 2, 2020 we received an email from Richard Marnell stating this itinerary was being cancelled at this time. I immediately called and rebooked the same itinerary for May 11, 2020 in the amount of $15, 234 and was told within 7-10 days I would receive a voucher for the $11, 234 to apply to the new booking and I'd be receiving the voucher in 7-10 days. My credit card was immediately charged in the amount of $15, 234. I don't understand your accounting practices, and I was told by two agents that I should have been given credit for the $11, 234 at the time I rebooked resulting in the amount of only $4000 being attached to my card. It's been over 30 days and no voucher or correction made to my credit card. Now comes the next part. On March 30 we received an email from Torsten Hagen stating the booking for May 2020 was cancelled and we could take the voucher or "may choose a refund equal to amount paid". I notified Viking on April 1 that we wanted a refund for the $15, 234 and now since we never received the voucher for $11, 234 we are asking for at total of $26, 468. I was told that a priority was placed for me to receive the $15, 234, of course that has not happened. No one can tell me when the $11, 234 will be reimbursed. I have spoken to several agents, used the chat line for an agent, sent three emails to Viking and no response.
When I was working as a travel agent I took two rather large groups on Viking and was highly satisfied. So when this the Passage to Eastern Europe came up I talked my husband into Viking. WHAT A MISTAKE! He and I have traveled extensively and never have I had this situation. I realize none of us have experienced COVID-19, but this is not excuse to be holding $26, 468 of my monies and we have nothing to show for it.
The first booking number is 5455891 and the second is 5987854 and the name is Sponseller

I called exactly on March 12th at 1:35pm the day after I received notice on March 11th, that my cruise was cancelled by Viking. I asked for a full refund which is 15172.36. Customer service said that my refund will be within 21 business days which is exactly by April 12th. I heard nothing at all by April 7th so I called to check on my refund, the women who answered the phone said my refund Was going to be paid soon. Exactly 26 minutes later I received a email with a credit for 125% for what I paid for the cruise and my wife did too. I said to my wife I just got off the phone 26 minutes ago and the women said we were getting our refund soon. I called back about a hour after my first conversation with that women in customer service exact at 4:01pm. I said what happened and this was a mistake. I was put on hold for at least 20 minutes. The women came back on and said they made a mistake and were sorry but that she would correct it and now my refund would take up to two weeks. I said no I needed it by April 12th as agreed and I want to talk to a supervisor. She answered I just talked to a supervisor so that was not necessary. I said I really need my money back by the 12th as agreed and she said that she made that note on her end too. Now I called back on April 13th at 9:00am and talked to Hank in customer service. I told him this exact story. He constantly said that he was sorry over and over again. He looked up and said that the women on April 7th did not enter my information right. Hank said They now have a pipe line, what ever that's means to handle all this. He said they have been totally over whelmed with four months of cancellations and he was told that I should receive a cash refund now by April 30th for my cruise that was sailing in the month of April. Once again should have it by April 30th not guaranteed and I need it now. I said that I would contact the attorney generals office and he just said that he was very sorry over and over again. My cruise was to be on April 28th, my guest booking name is Thayer and 5729914.

Once again I am complaining as a viking representative told me one thing only to find out almost a month later that I was not advised correctly and that my client is not getting what was told to them.
I am finding this more and more with viking, the agents are not properly trained and give out wrong information and then when you speak with a supervisor they say they are sorry but they cant honor it.
Ive been in the travel business many years and I know things can be done.
Extremely frustrated with a company that will not take accountability for their mistakes.

I called viking on 4/4 with respect to our trip booking number 5908167 cruise leaving from Amsterdam on may 11th for a full refund bases on the attached article:

Home Cruise News Viking Extends Ocean and River Cruise Cancellations Through June 30
Viking Extends Ocean and River Cruise Cancellations Through June 30
Viking Sky (Photo: Viking Ocean Cruises) Viking Sky (Photo: Viking Ocean Cruises)
March 30, 2020

Cruise Critic
Staff
(1:50 p.m. EDT) — After being the first cruise line to ground its fleet as a result of the global coroanavirus pandemic on March 11, Viking Cruises has extended suspension of all ocean and river cruises through June 30, 2020.

Viking Cruises operates 74 river ships in Europe, Russia, Asia and Egypt, and six ocean-going ships worldwide.

Viking's Chairman, Torstein Hagen, made the announcement directly on the cruise line's travel update page:

"I am writing to you today from my home, rather than the Viking office. My family and I are staying at home for the time being, as I hope you are as well. It is an adjustment for all of us and particularly for someone like me, who spends most of his time traveling. But we are truly living in an unprecedented time.

Since we started Viking nearly 23 years ago, we have always cared first and foremost about our guests and our employees. I feel we have become one large Viking family of 500, 000 guests each year and 10, 000 employees. Since day one, it has been our mission to create experiences for our guests that focus on the destination and allow them to explore the world in comfort. This has always been Viking's ambition and will remain so.

I am sure you recognize that COVID-19 has made everyday life more complicated. On March 11, we were the first cruise line to announce a temporary suspension of operations through April 30, 2020.in the time since that announcement, many of you have expressed concern for our crew, and I want to reassure you that we are taking good care of them. We are using this period of non-operation as a time for additional training and initiatives to ensure we have the safest and healthiest fleet in the industry. As a private company 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."

For passengers booked on one of the canceled sailings, Viking is offering Future Cruise Credit of 125 percent of the fare paid or a refund equal to the amount paid. Passengers have 24 months to use their FCC on any river, ocean or expedition cruise. If passengers opting for FCC are then unable to use their voucher, Viking will automatically send a refund equal to the original amount paid.

Hagen noted that he hoped people would use the additional credit to enhance the trip by choosing a longer itinerary; adding a pre/post cruise extension; upgarding their cabin category or upgrading to business class air. The future cruise credit is also fully transferable.

The Viking reservations team is currently processing the 125 percent vouchers. Passengers who want refunds should call Viking or their travel agent by April 6, 2020.

To find out how cruise lines are handling cancellations, read Cruise Critic's article on flexible policies.

Despite the suspension, Viking has not announced any cancelation of its expansion plans.in March 2020, the line said that Viking will debut a series of Galapagos sailings combined with South America land-based tours, starting in December 2020.

I was told we would not receive this offer based on the fact we cancelled the trip 10 days before viking decided to cancel the trip. This is not acceptable we did what was best for our health and safety by cancelling the trip. If Torstein Hagen truly cares about his passengers he should also provide full credit to passengers who made the right decision to cancel the cruise in addition to the decision to provide full credit to only those who did not cancel. What was the expectation for passengers to continues on the trip when most ports most likely would be closed and more importantly risking one own death to make the trip? I called and also provided this information as stated on the article before 4/6 and expect full refund.

We do not know when of if the threat of this virus will be over and therefore not interested in another cruise in the future at this time.

Hopefully you can understand our frustration!

Be advised that we have put a claim/dispute in with our credit card company for this charge for full reimbursement. Additional action will also be taken with the BBB and other social media outlets unless this issue is resolved.

Our travel agent has been in touch with Viking numerous times over the past few weeks . We booked a cruise leaving on April 1 2020 which Viking cancelled and promised a full refund as we did not want a voucher. It has been almost a month now and we have yet to see a dime back / Majestic Fjord cruise - please return our money! I have lost my job due to the COVID 19 pandemic and I really need this money back - it is a substantial amount to my family during these tough times and it is very upsetting that Viking Cruises continues to hold our money - please help!

We booked, and paid a deposit of $ 725.75 for two staterooms for the Viking Basel to Amsterdam September 21, 2020 cruise. We received back $375.25. We cancelled, after going through the Viking hoops for this process (suddenly the Viking agent couldn't do anything) mid-March approximately six months in advance of the tour date. We had expected, that far in advance and with the Coronavirus issues, to receive all but $200 of our deposit back. So yes, we are rather annoyed at how Viking handled this.

For comparison, we had to cancel our August transatlantic cruise for the same reason. Cunard said fine, their agent was actually helpful. No hoops, no elaborate emails and we got all of our money back. Needless to say, we will eventually be going on this European trip using Cunard (wonderful service) but not Viking.

Husband and I, and another couple, booked a River cruise in Russia for May 2020. Due to Coronavirus, we're unable to obtain visas in time, so we postponed (exact same trip) until August 2020. I noticed that only one of my two $500 discounts received (each) did not transfer onto my new booking. I was told that Viking is not offering a price guarantee. Also, we were each charged an extra $100 air travel. It's unacceptable that we will have to pay an extra $1200 to postpone our trip due to a historically unprecedented worldwide pandemic. Viking should honor our original travel price!

I had booked a Viking River Cruise in January 2020 for December 2020.
I was looking forward to my first Viking cruise, as I had heard so much about Viking.
I found a Viking cruise from Miami to Miami. This was perfect as I am not going to fly international any more as I am going to be 81+ and the long trips are too much for me.
Then the corona virus hit. I decided and my family encouraged me to cancel my Viking cruise, which I did.
I was charged the $100 cancellation fee which I felt was unfair with all that was going on in the world, with no end in sight.
Giving me the $100 voucher was not going to work for me at my age and health uncertainties.
I spoke with customer service and they refused to refund the $100
Very disappointed in Viking!
Renee Heller
[protected]@aol.com

My wife and I were scheduled to leaving April 20th on a river cruise to Amsterdam. We decided on March 10th that it probably wasn't wise to travel with the Coronavirus. I called Viking Ocean cruises and put a temp hold on a Montreal trip for Oct instead. I was given till FRIDAY March 13th noon PST to confirm. My wife and I discussed it the next morning and confirmed that we should make the change even though the new cruise was $2, 000 more than the original. Rather than waiting till Friday which I was entitled to I was proactive and called Viking the next day on March 11th and confirmed the change on cruises. A FEW HOURS LATER I RECEIVED OFFICIAL E-MAIL FROM VIKING CANCELLING ALL CRUISES THRU 4/30/20 AND OFFERING 125% VOUCHER TOWARDS FUTURE TRAVEL. I called first thing Thur morning March 12th and spoke with representative Analise and reviewed my right to the 125% voucher. She agreed and thought I should be entitled to it but after checking she was told to tell me to call back in 7 days. I phoned back last Thursday March 19th and was told too bad, I wasn't entitled to the 125% voucher. I complained "are you kidding" the policy for 125% voucher was put into place THAT DAY. I was told that the e-mail to me came at night so I wasn't entitled to it. I said really, it's the SAME DAY the policy was changed. I was told that was that and that I had NO OTHER recourse on the matter. I complained that this is just not fair and not good customer relations. I told the representative that I might just go ahead and cancel the whole trip for $15K given the poor response I was given. That didn't seem to make much of a difference. The extra 25% voucher that I believe we are entitled to would pay about $2K of the additional $5K for the replacement cruise. Can someone help me with this matter? Rich

We are very unhappy with Viking Cruises. We've had two previous cruises with Viking and were very satisfied with them.

Because of the Coronavirus, Viking, in early March, offered a 100% voucher for European cruises setting sail in March and April 2020. We were being proactive and using the voucher, we booked a similar, but two days shorter cruise for March of 2021. Now, on March 12, 2020 Viking is offering a 125% voucher for their cruises.

"Passengers with reservations for cruises set to embark Thursday through April 30 will receive a full refund or a voucher for a future booking at 125% the paid amount. —Sara Salinas"

I called Viking today, March 13 to see if we were eligible for the 125% voucher and the representative said no! Thus, we are taking a similar cruise of the Adriatic but it is actually two days shorter for an additional cost of $471.

It seems if Viking is really concerned about customer satisfaction, we would be eligible for the 125% voucher. Being proactive, we feel we are being short changed and we are not satisfied customers. 

Minimumly, we feel the $471 should be waived.

Mark and Varilee Koker
N8120 Clear Water Drive
New Lisbon, WI 53950

[protected]

We had the Elegant Elbe cruise booked for July 2020. It was booked in October 2019. I had until March 20th to cancel and only lose $150 each. I have no problem with that. It was not a concern because we had no plans to cancel what would have been our 8th Viking cruise. That is until the coronavirus started spreading around the world. After much long consideration we reluctantly decided it was probably best to cancel. $300 is not worth catching a deadly virus. We are to receive our money back minus the $300. Though I believe that is fair under normal circumstances, I don't believe it is fair when it is due to a world wide health threat. I know Viking is also concerned about it because I received the email explaintng their position. I think their offer for people to cancel is generous on their part if you are able to be sure you will be able to use the vouchers within 2 years. I am 73 withsome health issues. I fully expect to be around for a few more years but one never knows. As soon as this virus threat goes away we fully intend to rebook another cruise with the same money. Probably the same cruise. I just want to be in control of when that happens and not be governed by deadlines on vouchers. I guess I just feel that Viking can bend the rules if and when they choose as evidencded by the cancellation period extension with a 100% refund in vouchers. I think the 100% refund should also apply to us that qualify for the dollar refund. Thanks for your consideration.
Best Regards
Bob Larson
booking #5792717

I booked our trip well in advance. We set up the air travel at the time of booking. We even purchased the Air Plus. We paid the fees in full the end of January. Today, we were notified that the airline had changed the first leg of the flight and the layover was too short to make the connecting flight. When I called Viking Air Travel, they told me it would cost me an additional $291 per person to get the next best flight and that the next best was not available to me, even though I could see open seats on-line. I told them that did not seem right, since the airline had changed the flight, and that I would reach out to them.
I called the airline who told me that they would reschedule me on the flight I wanted at no extra cost, except that Viking had never ticketed the flight (even though I'd paid in full).
So I called Viking back and they said that they don't normally ticket until we get within 70 days unless I tell them to and that, if there are any changes after the flight is ticketed, there is a $350 charge. I had not been advised of any of this. I assumed the flight had been ticketed when I paid my money. There were several excuses why they could not get me on a flight that I found acceptable, so I will try to escalate again tomorrow.
It does not seem fair to me that the airline changes the scheduled flights and I now have to pay an additional $291/person to get an acceptable flight. Quite frankly, the whole air travel and ground transfer thing is a real weak point for Viking, as that did not go smoothly the last time. If I could find a telephone for their corporate offices, I would be calling them.
I've given Viking nothing but glowing reviews to this point, but that just changed. My advice is to make your own air travel plans. You'll be on your own for transfers to/from the boat or hotel, but you'll be happier in the end.