Land transport
I have been coldly informed by email that I am not eligible for transport from Munich to the boat in Passau with no explanation. So, after no response to my further enquiries I phoned. I was told that I am only eligible for transport if my plane arrives in Munich on the day of the boat cruise (July 18). The Viking agent did not inform me of this restriction (I found out also that there are time-of-day restrictions) when I made the booking over the phone. When I asked for a refund, they said it is their policy to give only 75% refund. That's not fair. It is not like I changed my mind about the transport. Viking did not inform me of the restrictions when I made the booking. I should get 100% refund. Secondly, I should then also expect Viking to provide me with information on alternate transport and where to find the boat in Passau. Would this be so difficult? Neither did Viking offer, and when I requested it, they did not send it to me. How am I supposed to find the boat? Why is it such a problem for Viking to do these very simple things? I am absolutely astounded at this severely poor level of customer care.
The complaint has been investigated and resolved to the customer’s satisfaction.
Customer satisfaction
In 4/2010, we took our 1st European river cruise aboard the Viking Spirit, which comes out of Paris, France. We were aboard when the Iceland volcano went off, grounding planes throughout Europe. At the end of the cruise, we were stuck, without airplanes, hotel room availability in Paris, and a rail strike.
All Viking had to do was leave us at the airport terminal, and drive away. However, what they did do was this: were were allowed to stay aboard, have a room, have meals, and cruise with them on the Seine river. They didn't charge us for anything except bar bills. Viking River Cruises took the high road. We are now patrons for life. This is how all companies should operate!
Keith B.
The complaint has been investigated and resolved to the customer’s satisfaction.
WOW, I WAS CONSIDERING ONE OF THESE CRUISES BUT AFTER READING ALL OF THESE COMPLAINTS AND HOW THE COMPANY HANDLED THEM, I WILL DEFINITELY PASS! I HONESTLY AM IN AWE THAT A COMPANY WITH SOOOO MANY COMPLAINTS IS IN BUSINESS. THE POSTS ON THESE THAT SAY PLEASE CONTACT BLAH BLAH BLAH...WOULD NOT EVEN BE NECESSARY IF IT WERE A GOOD COMPANY...THANK GOODNESS FOR THE INTERNET!
Dear jjmnr5, please contact us at Tellus@vikingrivercruises.com. We have been able to assist over 70% of our passengers filing claims with their travel insurance, and it appears that for whatever reason, we have not been able to do the same thing for you. We are happy to let you know that the insurance carriers we work with were able to refund all insured passengers and we were pleased to be able to expedite most of these claims by preparing the paperwork in advance.
So glad that you had a favorable experience during the volcano eruption shut down of airlines, etc. We, on the other hand, did not get to Berlin due to the flight situation. The airline refunded our fare in full; Viking issued us vouchers for less than half of the fare we paid to them and the vouchers must be used by year's end. How many people can afford to lose thousands of dollars to Viking Cruise lines and THEN spend thousands more to recoup the thousands lost?! Letters written requesting a replacement cruise, no more, no less, are answered by Viking saying too bad, so sad - you don't get anything more from us.
Guess they didn't really lose - you spent more money on the bar tab and the rooms were paid for by people who couldn't possibly fly in order to reach the embarkment location thus were empty enabling your favorable experience.
I really mean what I said - I'm glad you had a favorable result and am glad someone was able to get some enjoyment on a cruise that week. While you are customers for life, I get a headache just hearing the name of the company and will tell everyone I know just how awful their customer relations have been.
Impossible to file a complaint with them!
When I tried to change a final night's hotel date by one additional night on our Nile cruise, I was told by the telephone rep and her supervisor that such a change is impossible. Later, on site, the hotel was more than willing to make the change--no problem! Bad customer information and service from Viking for an expensive trip. But even worse, when I wrote...
Read full complaint and 1 commentAgent
The Viking River Cruises agent "helping" us book our vacation for June 2010 makes repetitive mistakes. She does not listen to messages I leave her on her voice mailbox. She is usually late responding to e-mails. I ask her to do one thing and she ends up doing something completely different ... then I have to either e-mail her or call her to correct the mistake.
Reading others' complaints scare me to go on this cruise! I wonder how Viking was chosen as the best cruiseline 2 years ago!
The complaint has been investigated and resolved to the customer’s satisfaction.
Incessant emails
On average I receive emails from Viking Cruises 3 times weekly and in spte of having "unsubscribed" every single time and written to them directly requesting and now demanding to be removed from their email list, I continue to receive emails. This feels like a form of harassment.
The complaint has been investigated and resolved to the customer’s satisfaction.
These spammers keep spamming me, despite unsubscribing multiple times.
Even their contact form on their website has a box requesting special offers that cannot be unchecked.
Dear Marin Alsop, I am sorry. We're not trying to be in the business of harassing. This is not a trick and I will personally guarantee that we will remove you from our mailing list. Please confirm your name with me at Tellus@vikingrivercruises.com. Yes, I do work for Viking River Cruises and we do take every complaint seriously...
Scam
My wife and I, for our Honeymoon, booked an 8 day river cruise with Viking Criuse Lines beginning in Amsterdam and ending in Basel Switzerland. We left Amsterdam and cruised for two days then stopped, we were informed that the water level on the Rhine was too low and we may not be able to proceed. In the mean time we took a short cruise up the Mosel River...
Read full complaint and 42 commentsThe cruise that never was
My wife and I booked a 9 day Rhine River cruise on Viking this past October, it was our Honeymoon. The boat left Amsterdam, cruised for two days then stopped. We were informed that the river was too low to continue and the cruise line bussed us to a few of our scheduled stops over the next four days. Hours on busses to spend only an hour or two at our...
Read full complaint and 4 commentsAdditional cost to correct their travel arrangement mess
Booked cruise on the Danube in January - specifying two couples traveling together. Booking receipt notes we were "traveling with..." Called about airlines tickets in April ("will have in May", called again in May ("will have in June") Called in June ("will have in July), called in JUly - they emailed details. With just a month left before trip discovered that Viking had booked the couples on different airlines, at different departure times. Called - got "sorry, but it will cost $600 to rebook..." it will cost us $600 to correct Viking's mistake?
Now to late to get any refund (funny how they timed that), and they want us to pay for THEIR mistake.
It's THEIR mistake - THEY should pay - not us!
The complaint has been investigated and resolved to the customer’s satisfaction.
Casualcruiser, I am sorry. Your experience with us is not at all typical. We rarely if ever have people fly out this early. Please contact me at tellus@vikingrivercruises.com and we will look into you case. We do ask passengers to vacate their cabins by 10 am on the day of disembarkation, but our guests are free to use the public spaces on the ship until their transfer takes them to the airport.
Vikings Air Dept is NOT flexible. For an additional $50 EACH, they will ensure that you travel with your traveling companions. Because Viking purchases a block of seats from airlines, travel times are locked in & they will fit you into their block. Do not expect your flights to be convenient. According to Viking, Chicago/Philadelphia/Minneapolis/Boston are not major international airports & they cannot coordinate direct flights. Because of this, expect to have multiple lay-overs in airports; up to 6 hours.
Additionally, they want to clear the ships out early at the end of the cruise. Expect your flight home to be in the early hours; 5AM. Meeting a 5AM flight requires you to be at the airport, & off the ship, 2 hours in advance. By doing this, Viking claims an additional day of you cruising. You, the consumer are getting a WHOLE 3 hours considered as a day of cruising.
Is this the way all travel companies operate? How can that be?
I'm curious, did you have the insurance TripMate and did it help?
Roxana
Allow me to disclose that I work for Viking River Cruises. Mr. Ford, feel free to contact me at Tellus@vikingrivercruises.com to discuss your issue with us. I apologize for taking this long to find you here !
I assume you booked direct & without a travel agent?
This is the number one reason never to book direct. An Agent will be your advocate
when mistakes happen & can usually correct the problem. The agents fill the ships & resorts for the supplier so they have lots of "Pull".
When you book direct you get no benefits at all & end up in these types of situations
Use a Travel professional next time!
Certainly Viking are guilty of bad PR. On the other hand, the lesson is that you can't expect to get personalized care at a discount price
Breach of contract
We cruised the Danube with Viking River Cruises in May, 2009. The trip included only a night and a day in Vienna, not enough but we accepted that based on at least having an evening there. But Viking didn't come through with the evening they had promised. They said there was a problem with bridge construction that would delay arrival in Vienna, and tied...
Read full complaint and 14 comments
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As a followup to my previous comment...I emailed Viking directly with my concern and I was promptly contacted by a Viking customer representative who worked with my travel agent to ensure that I received a full refund for the travel option based on the confusion associated with the restrictions. This level of customer service was unexpected but greatly appreciated. It is apparent that Viking does take customer concerns very seriously and they are willing to address issues.
I had the same problem. I purchased transfers with Viking when booking our Dec cruise between Amsterdam and Basel and was not informed of this restriction until it was too late to get a full refund. This is not industry standard for all river cruises, however. My husband and I always arrive a few days ahead of the cruise to avoid travel related problems and usually stay a few days afterward, and we have always purchased transfers between the airport and dock from the cruise line as a matter of convenience to drop off and pick up rental cars. This is our first cruise with Viking and they are the first river cruise line that we have encountered that requires that we actually arrive on an airplane. The fact that the restriction is ridiculous is beside the point. (What difference does it make how you arrive at the airport as long as you are there at the appointed time?) Viking's policy of not informing customers of this restriction up front is deceptive and shows a distinct lack of customer focus.
Dear PatriciaD, please contact us at Tellus@vikingrivercruises.com. We will see how we can fix this situation ! Obviously we can do better than what you have experienced thus far, and we're sorry.
This is the industry standard for river cruises, land tours, etc. in regards to transfers from the airport to the hotel or airport to the portshipetc.
We have taken cruises and tours and we always arrive at least two to five days before the tour starts. First, we like to explore the starting city and do things by ourselves. Also, we stay two to five days after the tour starts. We have never taken advantage of the transfers in our packages. Second and more importantly, if there is a problem with our flight, there is plenty of time to get to the starting point. That is especially important today with reduced airline capacity.
It seems like you book directly with them instead of using a professional brick & mortar travel agent in your community. A professional travel agent would have pointed these items out to you. Also, a professional travel agent would have arranged transportation to the boat in Passau. We have done our own transfers several times.
If you went to their website before you purchase your cruisetour, you can read the T&Cs.