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3.2 615 Reviews

Viking River Cruises Complaints Summary

326 Resolved
288 Unresolved
Our verdict: While Viking River Cruises has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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12:57 pm EDT
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Viking River Cruises Cost of hotel charges during quarantine and unused trip on cruise and post hotel

RE: Booking number 6331044

Like so many of the complaints I'm seeing online, we also booked, cancelled and then finally sailed on Viking River Cruise in March of 2022

We booked a Paris to Switzerland river cruise in 2021 to sail on March 29 -Apr 10, 2022. We purchased a third-party insurance policy.

We were vaccinated and boosted as everyone else was, I suppose. We were given a PCR test daily, beginning on March 31st, the morning after we arrived in Paris.

All went well until Apr 5th when my husband's April 4th test came back positive with COVID. We were notified that we had to stay in our room and they would deliver dinner when we were ready to order. They asked if we had insurance and asked for our Passports and our credit card. They made copies and returned our originals.

The following morning on April 6th, our transport arrived to take us to a hotel in Frankfurt. Our driver Michael, was going to be our Viking representative and he gave us his phone number and told us to call him if we had any questions. He told us that going forward we would be tested every other day. After we tested negative or after being in quarantine for 10 days, even if we were positive we would be allowed to travel(with a letter from a doctor, that Viking would provide) since we would have met the quarantine guidelines in Germany. On April 7th, I tested positive. On April 17th we were both negative and allowed to travel back home on April 18th. Return travel was arranged by Viking. The hotel issued us a copy of the bill for $6021.00 euro

Upon arrival, we found a letter from the hotel telling us that we actually had adjoining rooms - 208 and 209. I inquired who was paying for this. The hotel did not know. During the week I received calls from other Viking representatives who told me that Viking had to pay for our room and our meals. I kept checking with the front desk at the hotel. They told me there were no charges. Both the Viking representatives and the hotel always called me in room 208. My husband never got a call. Finally, it occurred to me to ask them if there was a bill for room 209. Alas, the bill! At that time, it was around $3,000 euro.

We traveled with family from Chgo. They did not get sick. We learned from them that there was a couple on the ship who tested positive but refused to quarantine and continued to eat in the dining room. Subsequently, they were even seen in the lobby at the Swiss hotel having lunch. Why were there two standards? In all, I understand there were 9 passengers on the ship who got COVID but 2 who refused to quarantine. Is that how we got sick?Did they infect the rest of us? At the Hilton hotel in Frankfurt there were 150 people, all from Viking ships, all with COVID. This was quite shocking to me and I wondered why Viking was not letting guests know about the travel risk. I wonder how many people would sail if they knew that, particularly if they got a big fat bill at the end of the quarantine. By the time we checked out of the hotel on April 18th, the bill reached a whopping $6,021.00 euro. I spoke with another hotel guest who said her husband got COVID, but not her. They were in 1 room?

My travel insurance only covered a max of $2,000 for hotel and meals. I reached out to Viking last week and they told me I would receive an email within 24 - 48hrs letting me know that I would receive a voucher for the unused days of the trip . I asked for a refund for unused gratuities, port charges and taxes. She suggested I call the ports and ask them what they charge, because she didn't know! What about the hotel charges? I haven't received any communication to date. So today, when I called Viking, there was a 1 hr+10min wait! There must be a lot of people trying to get refunds.

The bottom line here is that Viking allowed infected people to move about a small ship without making the risk known to the rest of us, not even a letter in our cabin. After all, we were tested daily so they knew who the people were. They did not communicate responsibility for the hotel charges. I'm looking for some relief with this bill. I would never have stayed in two rooms had I known I'd be billed this way. The food was expensive and we were charged a room service fee with each meal we ordered. The charges of $6021 euro or $6500 US dollars is exorbitant and more than any insurance would have covered. I'm sure Viking has a preferred rate with the Hilton - particularly since there were 150 people in the hotel - all Viking guests with COVID.

You know you have a problem since we can't even reach you by phone. Do the right thing and live up to your reputation. That is the reason we decided to sail with Viking.

Sincerely,

Dr James Cisek and Diane Cisek

[protected]

Desired outcome: Prompt response to this complaint. Reimbursement of hotel charges, and unused port charges, taxes and gratuities

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Update by Diane Cisek
Jun 30, 2022 1:20 pm EDT

Since I wrote this complaint in May - I have received a voucher for my husband and myself for the unused portion of the trip good for a booking within 24mos. Like the rest of the vouchers Viking issues to past customers it is not transferable and should I need to cancel or should travel become unavailable under any circumstances the voucher is lost. Viking remains silent about the hotel charges. They just insist that our complaint is resolved. Diane

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5:38 pm EDT
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Viking River Cruises Viking Vouchers

Viking won't allow it's own vouchers be used for a deposit for a future cruise.

They require guests make a new deposit...before they will apply the guests existing credit.

It's a hostage situation. Give us more money or we won't allow you to use the money you've already given us. Their excuse is 'policy' . Great for the company, terrible for the guest.

We've booked and cancelled three cruises due to cancer treatment, pneumonia

hospitalization and Covid. Each new booking required yet another deposit of $1000 per person. Viking would never allow it's own vouchers to be used as a deposit.

Desired outcome: All we are requesting is Viking accept their own vouchers for a deposit for another cruise.

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3:45 pm EDT

Viking River Cruises Viking River Cruises Booking Number 6311284

My husband and I planned and confirmed a Viking River Cruise (France's Finest) on September 22, 2018 for a trip that should have begun June 30, 2020. At that time we were both healthy and excited about going on this trip. In the meantime, Covid-19 happened and Viking cancelled the trip. We allowed them to rebook us on the same trip for June 29, 2021. That trip was also cancelled due to Covid-19. A third booking was made for the same trip for June 28, 2022. Since the original booking, my husband developed end stage kidney failure which eventually led to kidney dialysis treatments three times a week. We still attempted to plan on going on this last scheduled trip. However, we were not able to arrange dialysis treatments for him while in France. He therefore is unable to go. Rather than cancel altogether, we requested that our adult daughter be allowed to take his place. This request was denied, with Viking saying that the vouchers that had been used to reschedule this trip THREE TIMES were not transferrable. I have contacted Viking several times to discuss this decision, with no further response from Viking. Considering that Viking has had our money for almost four years and that my husband was well when this all began, I feel that allowing our daughter to take his place is not unreasonable. The development and progression of his kidney disease was neither predicable nor expected. Both dialysis centers and hospitals providing dialysis services along our planned route through France are unable to secure and confirm appointments which would be needed 3x per week.

We have been traveling with Viking since 2009, spanning 8 river and ocean cruises. This is not the customer service we have grown to know and respect from Viking.

Desired outcome: Allow my adult daughter to go in place of my husband on the Viking Cruise France's Finest beginning June 28, 2022.

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7:14 pm EDT
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Viking River Cruises Disrespect customer

4/27-5/4 booking # 6593892

The itinerary from Budapest to Passat

5/1 we fell asleep at 10 am, suddenly worked up by very loud Disco music. We tried to be patient until the music stopped, thinking it was coming from a near by party boat of pub until 1 am when we went upstairs the front desk and realized it was on the ship. We asked at the front desk where the music was coming from. She asked us was it too loud and we told her yes! We can’t sleep. She said she would call and ask “THEM” to turn it down. We then went back to our room for 10 minutes but when it keep going, we went back upstairs again and told the lady working the front desk that we would wait there until the was over since we could not sleep anymore. We then found out that it was the crews making birthday party on the ship. We later learn the party was for the CAPTAIN. It is quite disappointing that the captain of the ship would show complete disregard for his passengers. It is also disappointing the Viking, a high end River Cruise company, would employ such a Captain.

Our room #101 why we booked this room? Because when we booked, the second floor were full, we only can book 1st floor which is the first time of 3 Viking river trips stay the 1st floor. This is the worse room ever and can’t believe Viking let employees make a birthday party to over midnight but without consider customers rest time. WHO in the ship allowed to do this? We guess right, it’s CAPTAIN. Wow! What kind of customer service?

Can’t believe this is Viking, we chose Viking due to previous 2 times experience the quality of Viking. 90% of the customers on the ship are silver-haired people. Not young people can handle you guys very loud heavy metal music.

The worse thing is no one apologized to us, some crews even had not friendly attitude to us next days. What did we do wrong? Why were we treated with such disrespect.

It is suggested that Viking should not sell room# 100, 101, 102 to customers, so that employees can do whatever they want make a BIG party for their boss - captain.

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2:25 pm EDT
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Viking River Cruises Unusable voucher

I received an insurance voucher for my cancelled Viking cruise. It was a very large amount. I want to use it on a future river cruise but have been told that because it is "insurance" money I have no flexibility in how I spend it. It is all one trip on me or nothing. I cannot split it to have a cabin roommate, etc. Since Viking has had my money for three years i think this is outrageous. It is my money.

Please advise on next steps.

Thanks, Lynn S

Desired outcome: A split voucher to use on one trip, on one cabin with a roommate. This costs Viking nothing.

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6:04 am EDT
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Viking River Cruises failure to answer phone cals

One and a half hours listening to endless advertising and "your call is important to us" nonsense. Repeated exercise on two different numbers, various options same result. Desperately poor customer service. Purpose of enquiry? To discuss a current reservation.

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3:54 pm EDT
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Viking River Cruises Reservations

I am a travel agent that is beyond frustrated with Viking. Everytime I call lately I get different answers, whether it be pricing on airfare, pricing on vouchers, when vouchers need to be redeemed by.

Current issue I have is clients that rebooked a trip from 2020 due to covid, one of the ladies had almost 1800 in leftover funds, the other had 350 in lefrover funds.

6 days before the cruise we tried to add the beverage package. I was told that the vouchers needed to be used prior to embarkation, no one ever mentioned a specific date. The last call I had, I spoke with an agent who told me because they had already sent over the manifest to the ship, the clients would be able to add the drink package when they arrived at the hotel(they booked a 2 night pre pkg in Amsterdam) the viking Concierge would be able to add on the pkg there. I said to the agent-I thought they had to use the funds prior to embarkation and she said that they can make exceptions. Fast forward, my clients get to hotel. They say they can't add pkg, clients have to add it when they get onboard as their system was down. Clients get on board and they tell them no, they had to be added prior to them boarding. Front desk mngr called me from the ship to speak with me, gave me the email for the ship and said he needed something in writing from Viking. I called Monday morning and spoke with a Customer Service agent(Marsha) who told me there was nothing she could do. It had to be added on prior to embarkation. She didn't even know when a voucher had to be used by. She had to call reservations and ask them, and they told her 14 days. The agent I spoke with before going to her was named Matthew, who told me that it's 7 days for vouchers, 3 days prior for agents to purchase anything. So again, being told multiple things by different people. The Customer service agent Marsha I spoke with told me there wasn't anything she could do for my clients now. Viking is keeping over 2k of their money and they can't give them a 200 pp bev pkg.

She advised me to contact customer service once the clients returned home from their cruise to make a complaint to see if anything can be done. I told her I needed something to be done now. I don't understand how this business is run.

How are agents supposed to know when we are constantly being told wrong information.

Something has to change and until it does I will no longer be recommending clients to Viking and I will be sure to let anyone that asks me about Viking know exactly what is going on.

As an agent and the company I work for, If I make a mistake, I pay for that mistake.

I would expect Viking to be the same way. I kmow the calls are recorded, go back and listen to the call.

Desired outcome: Since it's too late to add the beverage pkg on, I am wanting their money fully refunded as a goodwill gesture.

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11:31 am EDT

Viking River Cruises Canceling Cruise 1 year & 7 1/2 months prior to sail - no full refund - THEFT of FUNDS!

Booked a cruise and had to cancel it, I cancelled the cruise 1 year and 7 1/2 months before the cruise and still did not get back the full deposit. They say you can cancel for any reason and being that I was over a year and a half before the cruise, that should have been plenty of time. They are just stealing money from people. They have no customer service and by this policy you can tell that they do not care about their customers or retaining their customers.

Desired outcome: Refund the full deposit

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Carol Griffith
, US
Aug 13, 2022 3:44 pm EDT

They have almost $30K of our money on a voucher, can't get a refund so all our vacation funds are "held hostage". Give us money back so we can travel with other cruise lines.

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1:20 am EDT
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Viking River Cruises Refund of money for cruise not available

Viking Cruise line cancelled our $28,000.00 US Dollar Cruise due to Covid and swindled us into accepting a "voucher" that is now worthless as they cannot provide us with the class of service we paid for and/or the dates of sailing we expected and have no other substitution available in 2022 and are telling us we lose ALL of our money. We gave then 235+ days notice of cancellation on an incorrect and unacceptable alternative cruise that an ex-employee booked us on using this manipulated voucher scam and are saying "sorry". We need to sue them to recover our hard earned money for a service we never received. We understand that others have been swindled as well. Please help us this is theft. Not acceptable. They have already sold our Passage to someone else and we are put $28,000.00 US Dollars. Criminal Corporate behavior!

Desired outcome: Refund of our money paid.

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Carol Griffith
, US
Aug 13, 2022 3:46 pm EDT

I agree. We have a voucher for $30K and just want our funds back so we can travel with ANYONE else!

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2:22 pm EDT

Viking River Cruises Viking Cruise credit voucher

I booked a France river cruise in 2019 to take in 2020. Due to the covid issues, I cancelled the cruise in April 2020. I received most of my funds back, except they gave me a credit voucher for $569.00. They said the credit was good until 4/28/22. I was in the process of lining up another cruise, but due to a personal emergency, I asked Viking to extend the expiration date. Even one month would help. They refused and said they could not. No real reason given. And they said I only really had until 4/27/22 to use it.

Note that the 2020 cruise I originally booked was cancelled by Viking in August 2020, and everyone, except me, was given a credit voucher for 125% of the cruise price. I was told that if I had that voucher, they would have extended the due date. But not the kind of voucher they gave me.

Also note that Viking has cancelled many of their cruises over the last 2 years and they are still not fully operational.

I am only asking for an extension of the expiration date.

Desired outcome: Extend the expiration date of the credit voucher at least one month.

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11:58 am EDT

Viking River Cruises Very poor assistance after testing positive for covid while on an extension booked through viking.

I am writing regarding multiple complaints I have regarding my trip on the Rhine Getaway starting in Basel, Switzerland and ending in Amsterdam from April 3-April 10.

Although the cruise was in every way a delight, we also booked an extension to Amsterdam and The Hague.

Even though we tested each day for COVID on the cruise, we did not test the day we disembarked.

April 10: Our extension in Amsterdam included a canal tour and free time. We left Amsterdam by bus to The Hague for another tour and free time.

April 11: The following day included a walking tour in The Hague. We were scheduled to get COVID-tested in the hotel for air travel the next day.

Our travel guide confused the appointment time so the tester left the Hilton hotel before we got tested.

To obtain the testing, we walked to a COVID testing center in town and continued our day with a tour in Delft.

When we arrived back in the hotel, we were notified that I and a traveling companion tested positive. My husband and his wife were negative.

We were told at that time that we needed to stay in our rooms and that a Viking representative would contact us.

Our room did not have a working phone which my husband and I reported multiple times. We had two cell phones with us but at no time did anyone from Viking contact us on our cell phone to advise about the hotel stay, obtaining food, future testing, etc.

After multiple phone calls (each phone call was an international call on our cell phone since the room phone was not working), we contacted someone from who advised that we were in quarantine for 5 days and were not to the leave the room.

We were told that someone would reach out to us. We were advised to call room service for meals (also an international call).

Since my husband had tested negative, we decided that he should leave the next morning on April 12 using the original flight arrangements.

April 11-15: I stayed in the hotel room. Still no contact from Viking although the other couple had contact. They repeatedly reminded the Viking rep

that I was in the hotel.

Finally the Viking rep advised that a new person would be our Viking host and would take care of our needs (e.g., medication that had run out, aspirin, cough drops, etc.). That did not happen.

No one came to my room to check on me or my needs. When I heard the maid in the hallway, I would ask her for toilet paper, soap, shampoo, etc.

The new host claimed that he tried to reach me on the hotel phone and was never told that the phone did not work.

My email was disabled (I could receive but could not send) so I texted multiple times a day once I had a contact number for the Viking host.

On the 5th day of quarantine Friday, April 15), the other couple and I were tested in our rooms, and those tests were all negative. My certificates were wrong twice (wrong name, then wrong birth date). I had to wait for corrected ones.

We waited all day for flight information and were told that no flights were available on Saturday, April 16 because it was Easter weekend.

Flights were arranged for Sunday, April 17 but the COVID test from Thursday had expired. No testing in our rooms was available per our host, and we were told to go to the airport on Sunday morning and get tested there before our flights.

April 17: The 3 of us took a cab arranged by Viking to the Amsterdam airport and took the COVID test in order to fly. All 3 of us received positive COVID test results and could not fly. I called our host and was told we had to go back to the original hotel (40 minutes away) and re-quarantine. We were told to find our own transportation back, so we took an Uber.

The host advised that we would get tested daily until we had a negative test so that we could fly. My friend needed to quarantine for 5 days since it was her first positive result (my second).

April 18: The COVID tester was in the hotel on Monday, but since I was placed in a new room at the hotel when I checked in the second time, the tester could not find me (i.e., she knocked on the old room, did not check with the desk, and said Viking gave her the wrong info). I was told that no one was available to come back to test me that day.

April 19: The COVID tester came the next day, and I got tested in my room and tested negative. After many hours and many texts and phone calls, the host arranged flights for me to leave the next day.

April 20: I flew home.

I think you can see that there were multiple mistakes made on Viking’s part. I have no issue with being asked to quarantine for 5 days, but I do with being left in the hotel with no assistance or aid, the mistakes with testing or not being tested; the certificates in the wrong name, etc.; being sent to the airport to get tested; and leaving us on our own to return to the hotel in The Hague. None of these is acceptable in any way.

This is not the first cruise my husband and I have made with Viking.

Since we have travel insurance, our travel agent has agreed to assist us by requesting reimbursement for expenses incurred (e.g., room service, Uber, and 2 COVID tests for which I never received receipts after multiple requests). Reading the COVID exclusions in the insurance document, I am not sure that they will cover any of our expenses.

I respectfully request a response to our complaints and suggest that the communication between Viking and its “hosts” and the passengers be re-evaluated. This was not a good experience and has left us with many questions about traveling with Viking again which we had hoped to do.

Desired outcome: Aside from out of pocket expenses due to Viking mistakes, I wound up staying extra days away from my home and family and responsibilities. It would be a great service to me to be reimbursed for my time, stress, and inconvenience.

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4:17 am EDT

Viking River Cruises Future Cruise Voucher - on Viking Ullur 14/10/20 ex Budapest

Unfortunately our credit vouchers are due to expire on 22/05/2022 and as we live in WA Australia our borders have only just opened so have not been able to plan a trip until now. My husband is now 85 and will not be able to obtain travel insurance so I feel that our "non refundable" deposit should be refunded as we have been caught up in circumstances beyond our control.

Desired outcome: refund of deposit.

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6:50 am EDT
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Viking River Cruises Quarantine and trip interruption

Our Viking Danube River Cruise scheduled for April 13-25, 2022, including extensions in Budapest and Prague, was interrupted when my husband tested positive for Covid, I tested negative. The test was conducted on board, 5 days into the cruise (about half way through the entire trip. Results were disclosed to us under embarrassing circumstances and we were escorted to our rooms and told not to leave. He had no systems and felt fine. (FYI: Both of us received a fourth Covid immunization shop (double boosted) 2 weeks before our trip and wore masks religiously.) 24 hours later we were escorted off the ship and driven 3 hours from our stop near Regensburg, Germany back to a hotel in Vienna, Austria arriving at 8PM. We were told to quarantine in our hotel room for 5 days. Note: The hotel was substandard compared to the other Viking accommodations that we had on the first days of our trip (in Budapest and our onboard suite) that we paid dearly for. EX: older, worn room, no movies or entertainment of any kind, very limited room service menu with some inedible meals, etc. However, we were assigned a host in Vienna who left a letter with contact information.

Over the next 5 days I repeatedly asked for a second test to confirm if the first was a false positive along with an interpretation of the results including CT values, and the timing and necessity of a second PCR test for my husband. I also questioned the logic of quarantining me (PCR negative) along with my husband (PCR positive) and wondered if I was putting myself at risk. These questions were in emails, texts, and phone calls to our host, the emergency travel number, general customer number, Customer Relations, and the Viking Covid team. Many of the calls I made to Viking were not forwarded, or were dropped, and two to the 800 number were not answered at all. During one call, I was told to wait an entire day to call back even though it was an emergency line. And in another, I was told the Covid team would call me back the next day, and I never heard from them. The only consistent contact was with our Vienna based Viking host. I kept getting the same answers that we had to quarantine for 5 full days, no exceptions, as it was Austrian law. Everyone told me they would not retest my husband. And that in order to leave the country he had to have a negative PCR, and documents that approved his travel. I was told that his results had been reported to the local authorities and he could not leave without these documents.

On the 5th day, when we went to the city testing site, I found out from the personnel there, that we never had to quarantine in the first place, that anyone who got a positive test with a CT value over 30 was not considered contagious and did not have to quarantine, and that my husband could have received an antigen or PCR the next day after his positive test that should have allowed him to travel. It is the law. This was confirmed by our hotel concierge when I showed her the official documents with this information (they were in German and I needed help with translation). She said this had been the practice for a long time. I immediately called the emergency travel number and contacted our host. The Viking travel agent was ready to get us out within 4 hours, but the host was on a tour and felt he still had to wait for the PCR test results before issuing documents because his contacts (the Viking company), told him so. So now we are scheduled to leave tomorrow after 5 days in an unnecessary quarantine and a 6th day of waiting for test results, all with extreme stress and duress. I've cried more in the last six days than I have in 10 years.

Viking: 1) refused to retest my husband on the same or subsequent days as the first test, 2) refused to explain the test results except to say that PCR Positive means quarantine and they do not take into account CT values which the Austrian government does, 3) forced us into quarantine when it was not locally required and rigidly refused to look at other facts and official local information, and 4) provided poor customer service on dropped and unreturned calls; it felt as though I was being passed from one person to the other with either no willingness or power to help. Again, our local Viking host was responsive, kind and patient. He tried to be helpful but it seemed he was restricted by the company line.

Desired outcome: 1) Full refund 2) Reexamination of policies 3) Staff training5) Repayment for expenses

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Carol Griffith
, US
Aug 12, 2022 3:15 am EDT

The health policy in place by Viking is NOT supported by medical precedent that shows that vaccinated persons are protected from Covid. Natural immunity is the strongest and SAFEST policy, travellers who can prove natural antibodies should be the preferred customer allowed to travel. We will not take an experimental and untested vaccine that does not protect from the virus. Maybe Viking gets reimbursed by Pfizer and other Big Pharmaceutical companies for their unreasonable policy?

As a result, over $30K in our hard earned vacation dollars are being held hostage by Viking. We are retired US Veterans on a fixed income so we cannot obtain these funds in order to travel with another firm. DO NOT BOOK WITH VIKING.

We want to be allowed to take the trips we thoughtfully booked in good faith, just as we wisely and carefully are able to determine for ourselves whether we trust that an experimental vaccine is what we want injected into our bodies. We had Covid, it was thankfully just a dry chest cough and certainly not debilitating. We are healthy to travel but we are not getting any younger while we wait on VRC.

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Thomas Eckhoff
, US
Jun 01, 2022 2:10 pm EDT

My mother in law had a similar experience on a river cruise from Budapest to Prague. Her roommate tested positive after boarding and she tested negative. They were removed from the ship in Vienna and driven back to Budapest and forced to stay in a hotel room for five days. Viking cruise gave hear a representative that did absolutely nothing. My Mom felt abanded and left to do everything herself. She will never have anything to do with Viking Cruises.

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Dewey Powell
, US
May 26, 2022 2:21 pm EDT

We are going through a similar experience today, May 26,2022. Trip Amsterdam to Basel - Viking Hermod - Dep Amsterdam on May 24,2022. Removed from ship in Cologne Germany and sent via taxi to Brussels Belgium.

Hotel NH at Brussels Airport initially refused to offer any food choices for Dinner - just delivered 2 bowls of fried rice, 2 rolls and two slices of some unknown pie with a bottle of water. I was told by the hotel employee delivering that we could not get anything from room service nor the restaurant however after complaining to the front desk we were told we could order from the room service menu - still waiting on the food to arrive but it has been about an hour now.

I called the US Embassy and lodged a complaint there and am supposed to be called back tomorrow by a Consular Official regarding limitations for fully vaccinated US Citizens with no symptoms.

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6:40 pm EDT

Viking River Cruises Unused credit not refunded or offered for future use

James and Terri-Jean Brown Booking #6409583

We had booked a tour back in 2019 and paid for the entire trip which was to be taken in April 2020. Needless to say, that trip was cancelled because of covid as well as the trip in 2021. We opted to let you keep the money we had paid for a certificate of 125% of what was paid. I booked for the 2022 trip of Tulips and Windmills and proceeded to use up as much of the credit as possible using optional tours and prepaid gratuities. On March 10th I received an email from you stating that the excursion to The Hague and Rotterdam had been cancelled due to "operational issues" and would be added back to my credit. That was YOUR decision to cancel not mine. We had still an unused credit EACH of $300.95 plus whatever you added back for the excursion. Imagine our shock when we got on board and was told that we could not use any of that credit once the cruise started. That is just terrible customer service as your company had use of my money for over 2 years and your company would not even offer to have that credit available for a future booking. I feel that we are owed whatever was remaining as a credit to our account to be used for a future booking.

Desired outcome: Credit remaining from this booking to be used on a future booking

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10:01 am EDT
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Viking River Cruises Risk Free Booking

I filed the following complaint online: I have been in tears ever since I hung up from Viking. I thought this was going to be a trip of a lifetime and now I am dreading it. I have over $1000 in vouchers that I cannot use and was advised they cannot be moved to my sister's account. I never imagined we'd be treated this way. I have prepaid tips, purchased alcohol packages, booked the most expensive excursions and cannot spend it all. Your "Risk-Free" option is anything but. No room upgrades are available. Booking airline through Viking was not an option as we had "Covid" airline credits we had to use before the end of the year. We don't have the time to extend our vacation. We are not the kind of people that can afford to lose $1000. We've worked hard all our lives so we'd one day be able to travel... now this trip is ruined.

Viking Response: We are so sorry for your frustration and I want to make a few suggestions.

1. Please continue checking for additional shore excursions

2. If you are unable to spend the additional funds, please contact our Customer Relations department when you return from our trip and see if they will assist you.

Once again, my sincerest apologies. Please let me know if I may assist you further.

Best Regards,

Patricia Twigg

Guest Services Department

This needs to be resolved before the cruise. I want to enjoy my cruise but this situation is eating me alive. I've been keeping this from my husband but eventually it will be discovered and he will kill me. I assured him we paid in full and received a 3% discount and a "risk free" guarantee on our reservation. What was the point. We will lose far more money that we saved by paying in full. It just feels wrong? Your customers shouldn't be treated this way. I booked in good faith with Viking and I would like the same courtesy in return. Please have mercy and reconsider your position on a refund of unspent (unspendable) vouchers. Please.

Desired outcome: Please have mercy and reconsider your position on a refund of unspent (unspendable) vouchers. Please.

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Update by Nina Hudson
May 02, 2022 12:08 pm EDT

Based on other Viking comments on this site, I am sad to discover my complaint is very common. It’s been two weeks since expressing my dilemma with no response. I am truly devastated!

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J
7:14 pm EDT

Viking River Cruises Viking air service

I have never had so many delays in contacting a company about a flight problem. One that was created by Viking Air! I have waited over an hour for three days in a row. When I finally get someone to talk to they are put on hold by their supervisor. And it is a simple change, One Delta flight earlier to avoid an illegal 45 minute transfer at Atlanta. This is the worst experience I have had, and I will never again, never, use Viking Air and may never use Viking. Period.

Desired outcome: Change my flight and pick me up when ever - if - I arrive in Stockholm.

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SL from Indiana
Beverly Shores, US
Apr 25, 2022 12:17 pm EDT
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we must be on the same cruise - Scenic Scandanavian - leaving 25 May 2022. I agree that Viking's air dept overcomplicates and I don't feel you get better pricing booking through Viking vs. booking yourself.

I agree - I will not use Viking Air Service again.

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A
2:59 pm EDT

Viking River Cruises trip credit

My wife and I booked “the West Indies Explorer” sailing January 2, 2022 on the Viking Sea. We were met at the San Juan airport by a Viking representative, along with two other couples and a single man who was joining his parents on board. One of the other couples, the single man (and his parents), and my wife subsequently got Omicron. My wife and I were isolated and quarantined, on January 5th, the second day at sea. We were confined to separate cabins, with no human contact, for the remainder of the cruise. A total of seven days. I received partial reimbursement from my travel insurance company and then vouchers from Viking for only two days. My complaint is that my wife and I should receive vouchers equivalent to those given to persons who did not have trip insurance (ie. for the days we were isolated/quarantined) . We should not be penalized for having the foresight to purchase travel insurance.

Desired outcome: Voucher credit for the length of time we were confined.

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12:16 pm EDT
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Viking River Cruises Vouchers applied to room did not exist

My wife and I have just returned from the Rhine getaway. (5-12 April, Basal to Amsterdam on the Viking Hermod - rooms 110, 111, 112, 113). I booked as a party of eight for April 2021. Understandably this was cancelled. We rebooked for this April and we were informed we would have an extra 25% loyalty voucher applied to our rooms. This turned out not to be the case and no voucher was applied to any of the 4 staterooms we booked.

I spoke with the Hotel manager on the ship who advised me to contact you as there appeared to be a miscommunication.

I am disappointed to be misled as I travel each year with Viking and hoped to use the refund to purchase vouchers for future cruises. Please can you explain why this extra refund did not exist after being informed it would and what you plan to do to reimburse me. I already have a booking for next year, and hope to be a returning customer the following year too.

I have copied and pasted below, detail from your email to me on Dec 8, 2020

"A Future Cruise Voucher for 125%

We want to support you and protect your travel investment. Therefore, we are offering a 125% Future Cruise Voucher which you can use on any future Viking voyage.

This voucher includes 100% of the monies paid to Viking, plus an additional 25% value. The added value provides an opportunity to enhance your trip - by choosing a longer itinerary; adding a pre/post cruise extension; upgrading your stateroom category; or even upgrading to business class air. Additionally, any vouchers you may have applied to this booking have automatically been reinstated, are valid for 24 months and available for your immediate use.

To ensure you have the time and flexibility to plan for your next trip, the 125% Future Cruise Voucher has exclusive and enhanced terms. It is fully transferable, allowing you to gift it to someone with whom you would like to share the joys of travel. It can be applied within the next 24 months to any river, ocean or expedition cruise. If you are unable to use your voucher by the expiration date, simply return your expired voucher to Viking, and we will send you a refund equal to the original amount paid to Viking."

Desired outcome: I am hoping for the extra money we were promised to be applied to our next booking rather than forgetting about our loyalty to your company.

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5:44 pm EDT
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Viking River Cruises False and misleading information and failure to call-back as promised

Iconic Western Mediterranean cruise, booking #6358496. Notified by Viking specialty restaurant reservations available on April 5. Not so, I tried repeatedly. Called customer service Saturday, 4/9. Spoke with "Terrance" who promised to call back on Monday, April 11. He did not. I waited all day for his call. Tried again today and was told he was "unavailable." Not following up on a commitment made to the customer is a serious issue. Spoke with another supervisor, and was told I could make reservations once I was on the ship. Knew this already. We have bought pre-cruise stay; post-cruise stay; Silver Spirits beverage package; several excursions; and pre-paid gratuities. I was very surprised by all this. We have sailed with Celebrity, Holland-America, and Cunard, and never encountered such a problem. We had planned to do a European river cruise next year, but this experience has told us to look at other vendors. If you couldn't seat us, you shouldn't have told us we could reserve tables. Rule #1: you NEVER make a commitment to a customer you can't keep. I learned that my first week on the job many years ago, and it has never changed. You have done that twice now in one week. I feel like a second-class citizen with Viking. You now have an extremely irritated customer.

Desired outcome: Reservations at the Chef's Table and at the other specialty restaurant, Manfred's.

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10:09 am EDT
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Viking River Cruises Reservations/Future Credits

I am a AAA Travel Agent.

I had clients on a trip for 2023 that was recently cancelled on 3/24/22. The email they received stated they would get an additional 10% if they decided to do future credits in place of a refund.

My clients looked at another trip to replace the cancelled trip. On 3/28/22 - I called to book the Capitals of Eastern Europe and spoke with an agent regarding the cancelled cruise, he asked me if the client wanted the future credits or refund, I said they are ready to rebook and want to take the future credits. He told me that he would note that they were taking the Future Credits, we went over the figures of the Future Credits Amount, he told me that the previous FCC's would be available immediately but the additional 10% would have to be issued but that he could transfer me to a reservation as he wasn't in that department. He transferred me to a Mikhail Ekchenguer who I went over what I was told, Mikhail booked the new cruise and when I mentioned the credits, he said they werent available yet but that they should be available in a few days and he would get them applied and email me a confirmation as soon as they were applied.

I happened to be checking on a different client under the agent site on 4/1/22 -and noticed that my clients booking for the Capitals of Eastern Europe was missing. I immediately sent Mikhail a message that I was upset and I called Viking.

I spoke with agent Aurea Stichter who was able to rebook it for me, she went to apply future credits and they were issued for wrong amount. She was in process of checking when we were disconnected so I called back and got a Jeff who I went thru story again, he held the booking until Monday 4/4/22 so I could call back as it was a Friday after hours and I needed to leave work.

I called back on Monday 4/4/22 and spoke with a Carol Craig who said the credits were still not corrected but the clients would NOT be getting the additional 10% that I was advised of because they only get the additional 10% if they paid additional money on the booking over the other future credits and to check back in a few days but she made sure to protect the pricing and made sure they booking would not cancel again. Clients are extremely upset that they are not getting any additional money. This is the 3rd time their cruise was cancelled, Viking has had their money for 3 yrs now. My clients have 2 additional cruises booked and are thinking of cancelling them all because of how this reservation is being handled.

I called again today 4/12 - and future credits are still not correct, was advised again today that I need to call back.

I do a lot of business with Viking and its extremely frustrating that you get agents that tell you one thing, and then you find out it is completely different that what was advised and Viking wont honor what was told.

If I make a mistake I am held to it, but if this company does they take no accountability what so ever for it. Even when there are notes listed on the bookings.

Desired outcome: Would like the additional 10% that was told they would be receiving since they were taking Future Credits and not a refund.

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Viking River Cruises In-depth Review

Header 1: Overview of Viking River Cruises

Viking River Cruises is a renowned cruise line that offers unforgettable journeys along some of the world's most iconic rivers. With a focus on cultural immersion and personalized experiences, Viking River Cruises is a top choice for travelers seeking a unique and enriching vacation.

Header 2: Destinations and Itineraries

Viking River Cruises offers a wide range of destinations and itineraries, allowing travelers to explore Europe, Asia, Egypt, and Russia. From the romantic Rhine River to the majestic Mekong River, each itinerary is carefully crafted to showcase the best of the region, with expertly guided shore excursions and immersive cultural experiences.

Header 3: Onboard Experience

The onboard experience with Viking River Cruises is nothing short of exceptional. The ships are elegantly designed, with spacious and comfortable cabins that offer stunning views of the surrounding landscapes. The atmosphere is relaxed and intimate, creating a sense of community among fellow travelers.

Header 4: Accommodations and Amenities

Viking River Cruises provides luxurious accommodations that are thoughtfully designed to ensure comfort and relaxation. From cozy staterooms to spacious suites, each cabin is equipped with modern amenities and offers a serene retreat after a day of exploration. The ships also feature a range of amenities, including lounges, libraries, and sun decks, providing ample space for relaxation and socializing.

Header 5: Dining Options

The dining options on Viking River Cruises are a highlight of the journey. Guests can indulge in delicious cuisine inspired by the destinations visited, with a focus on fresh, locally sourced ingredients. From gourmet multi-course meals to casual al fresco dining, there is something to satisfy every palate.

Header 6: Entertainment and Activities

Viking River Cruises offers a variety of entertainment and activities to enhance the onboard experience. From informative lectures and cultural performances to cooking demonstrations and wine tastings, there is always something engaging and enriching to participate in.

Header 7: Service and Staff

The service and staff on Viking River Cruises are consistently praised for their professionalism, attentiveness, and friendliness. From the moment guests step onboard, they are greeted with warm smiles and a genuine desire to ensure a memorable and enjoyable experience.

Header 8: Pricing and Value for Money

Viking River Cruises offers excellent value for money, with transparent pricing and inclusions that make budgeting for a cruise vacation hassle-free. The all-inclusive nature of the cruises, including meals, shore excursions, and Wi-Fi, ensures that guests can relax and enjoy their journey without worrying about additional costs.

Header 9: Customer Reviews and Satisfaction

Customer reviews of Viking River Cruises are overwhelmingly positive, with many guests praising the exceptional service, immersive itineraries, and luxurious accommodations. The high level of customer satisfaction is a testament to the cruise line's commitment to providing unforgettable experiences.

Header 10: Safety and Security Measures

Viking River Cruises prioritizes the safety and security of its guests. The ships are equipped with state-of-the-art navigation systems and safety features, and the crew undergoes rigorous training to ensure the well-being of passengers. Additionally, the cruise line closely monitors travel advisories and takes necessary precautions to ensure a safe and enjoyable journey.

Header 11: Environmental Responsibility

Viking River Cruises is dedicated to environmental responsibility and sustainability. The cruise line has implemented various initiatives to minimize its environmental impact, including energy-efficient technologies, waste reduction programs, and partnerships with local communities to support conservation efforts.

Header 12: Booking Process and Customer Support

The booking process with Viking River Cruises is seamless and user-friendly. The cruise line's website provides detailed information about itineraries, accommodations, and pricing, making it easy for travelers to find the perfect cruise. Additionally, the customer support team is readily available to assist with any inquiries or concerns.

Header 13: Additional Services and Packages

Viking River Cruises offers a range of additional services and packages to enhance the cruise experience. From pre and post-cruise extensions to special celebrations and themed cruises, guests can customize their journey to suit their preferences and interests.

Header 14: Accessibility and Special Needs

Viking River Cruises strives to accommodate guests with special needs and disabilities. The ships are designed to be accessible, with wheelchair-friendly cabins and public areas. The crew is trained to provide assistance and support to guests with mobility challenges, ensuring a comfortable and inclusive experience for all.

Header 15: Pros and Cons of Viking River Cruises

Pros: Immersive itineraries, luxurious accommodations, exceptional service, all-inclusive pricing, cultural enrichment activities.

Cons: Limited onboard entertainment options, potential for crowded shore excursions.

Header 16: Comparison with Competitors

Viking River Cruises stands out from its competitors with its focus on cultural immersion, personalized experiences, and exceptional service. While other cruise lines may offer similar itineraries, Viking River Cruises sets itself apart with its attention to detail and commitment to creating unforgettable journeys.

Header 17: Recommendations and Conclusion

Viking River Cruises is highly recommended for travelers seeking a unique and enriching cruise experience. With its immersive itineraries, luxurious accommodations, and exceptional service, Viking River Cruises offers a truly unforgettable journey along some of the world's most iconic rivers. Whether exploring Europe, Asia, Egypt, or Russia, guests are guaranteed to create lifelong memories and return home with a deeper appreciation for the destinations visited.

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