Viking Cruises

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.

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!

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.

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.

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.

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.

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.

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.

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.

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.

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."

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.

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.

I am a travel agent with AAA and have done a large amount of business with Viking over my 10+ years. I dont know what is going on over there but agents are giving out incorrect information and then not honoring what is being told.

On March 24 2022, my clients (Ronald Reed) and I got an email stating that their cruise to Kiev had been cancelled for a 3rd time. We started booking this trip for 2020, 2021 and 2023. They were not traveling till 2023 this last time. We did figure it would be cancelled due to the Russian war going on but were hopeful that they may be able to travel.

After 3 times of being cancelled due to covid/war, they decided to book a completely different trip for 2023 to the Capitals of Eastern Europe and use the funds from the Kiev booking to be applied to the new booking to the Capitals of Eastern Europe.

I spoke with a "Ricky" who was not in the reservation department (not sure what department he was in honestly) who I advised that the Reed's had decided to rebook for the Eastern Europe trip, he confirmed that they wanted the vouchers with the additional 10% and even went over how much the vouchers would be since my clients were taking the vouchers vs the refund.

Ricky told me that the current future credits would be available immediately to apply to the new booking and the 10% overage that they were to receive was going to be issued within a day or two and could be added on at that time.

He told me that he would have to transfer me to a reservation agent that would get the new booking set up and could get the vouchers applied.

He then transferred me to a Mikhail Ekchenguer who set up the new booking, once the booking was set up, Mikhail told me that the vouchers werent ready and he would get them applied as soon as they were available and send me a confirmation. Not once did he ever tell me I needed to check back in with him to see if they had to be applied by a certain date or that it would cancel.

I never heard from Mikhail and just happened to be logged in under the agent site and noticed the booking was no longer showing.

I immediately called Viking and was advised that it had cancelled due to lack of payment, the vouchers had been issued but they were the wrong amount. They were supposed to be $6951.31 pp plus an additional $695.13 pp for the 10% overage. The vouchers were only issued for $6751 pp. I had been working with a lady named Aurea Stichter.

The pricing of course had gone up also, when I held the booking back on March 28th the pricing for the cruise was $8099 pp with his past guest/early booking discounts. When they had to rebook my clients the pricing was about $400 more.

I went thru everything with Aurea and she was working on getting it set up again. While on hold we got disconnected so I had to call back and spoke with another agent Jeff, who was at least able to get it on hold and I told him would call back on Monday to get it straightened out.

I called today 4/4/22 and spoke with another agent Carol, she informed me that I was given the wrong amounts on the vouchers and at first she said they would not price protect, after telling her that was unacceptable, she got a supervisor who did approve the pricing protection.

However they would not honor the 10% overage on the voucher that both the client and myself were told (my clients were at my desk and heard the conversation with Ricky).

I find it extremely frustrating that I can be told something and then it will not be honored. The agent I spoke with even said there were notes on the booking and she is the one who gave me the name Ricky.

If I make a mistake quoting someone, I have to honor that, how is it that companies now wont honor it even when there are notes and they are able to pull phone calls.

Viking needs to do better.

Client expects for Viking to do what is right and honor the 10% that they were told they were getting. For 3 yrs Viking has had alot of my clients money being held and in addition to this cruise he has two more bookings with them. He is reconsidering keeping those bookings and taking his business elsewhere if this is how they are willing to treat their loyal cruisers.

I never subscribed to your catalog. Nowhere on your website do you list a way to be removed from your physical mailings. Unwanted paper mail is terrible for the environment, you should stop sending these out unsolicited and make it easier for people that do get them by mistake to opt out.

I will never take a cruise with your company because of this deceitful and wasteful marketing policy.

Our 2 groups, including an elderly handicapped woman, her able-bodied son, myself, and a nurse, booked a Mediterranean Sojourn cruise with Viking.

Due to unforeseen circumstances, we had to move our cruise date. When this change was made, we were forced to pay an extra $4k, only to be told we no longer had the tier of suites we originally paid for, and had instead been moved across the boat into suites with no view. Sleezy to charge more for less.

Later we find out that Viking Air failed to book the 2 parties on the same flight, as originally agreed upon, leaving the disabled woman in our party separate from her son and the nurse in our party. Especially egregious on such a long and taxing international flight. After asking to switch flights, and after a 30 minute phone call, Viking told the woman in our party there was nothing we could do, unless we shell out an additional $350 per ticket. Why pay them to fix their own mistake.

So I called them. After a nearly hour long, heated, extremely condescending phone call with a Viking Air Supervisor (during which she blamed their customer service department, claimed Viking had done nothing wrong, and hung up on me) they finally relented and “absorbed the cost to change flights,” only to tell me that I owed them $234 to cover the fare difference. Which they then covertly charged me twice (probably hoping I wouldn’t notice.)

Unprofessional, condescending customer service, sleezy business practices, and preying upon customers with disabilities is not a business I want anything to do with. And you bet we will be warning others against such an oily, predatory company.

It is a shame that this will be our first and last Viking cruise. On a trip costing us more than $44,000 they have lost any future business with us over this $234 (or rather, attempted $468). This was the straw that broke the camel’s back. Another swindled customer put it perfectly: they are stepping over dollars to pick up dimes.

Let the buyer beware.

My husband and I booked a cruise on the Viking Octantis called Canadian Discovery. We booked the cruise in November 2020 because of the many varied and interesting included excursions. We have been waiting anxiously to book these excursions but were told there was a delay in scheduling the excursions. We were told we would receive an email when excursions were available for booking. On March 24 I logged into our account and not only were there excursions available for booking but almost all of them were at additional cost. Most of the excursions we were excited about are no longer “included” but considered optional now. This is very disappointing and a case of false advertising. After several chats with customer service we were told Viking only guarantees one included excursion per port. However the Viking website was misleading and false. I have been an avid Viking cruiser for several years and am extremely disappointed in this type of scam.

We booked this expedition cruise a long time ago based on information provided by Viking at the time. I quote " Viking offers a variety of excursions, virtually all included in your cruise fare, from RIB sailings and zodiac landings to tranquil kayak outings and underwater submarine dives. Hike through magnificent landscapes and access remote areas, all led by an experienced team of experts skilled in operating in rugged and polar environments. Or try a unique experience with one of our exclusive, limited-capacity optional excursions."

I have pictures of all the pages pf the shore excursions that were included when we booked the cruise and up to today. I notice that today your website has been changed. All of the tours were "included" in our fare and we expect what we contracted for. Now they want money for most of the tours. This is false advertising.

I have photos of the original tours on your website on another device if you want them.

My wife and I booked a Viking river cruise for June 2022. In January of this year we decided to postpone it to 2023 due to Covid. We contacted Viking and told them we wanted to use our Risk Free Guarantee, so they gave us vouchers, which we then used to book the June 2023 cruise. I subsequently discovered that this means we don't have any trip cancellation insurance because the new cruise was paid for with vouchers. This was never explained to us when we cancelled the 2022 cruise or when we booked the 2023 cruise or when they sold us trip insurance.

My concern is that if we have to cancel the 2023 cruise for any covered reason we will get $0 back and we paid $11,517 for the cruise. I've spoken with 2 customer service reps and 2 supervisors and none of them seem to care, and their only answer is "this is how vouchers work", like we're supposed to know that. When I questioned why I was sold trip insurance they say that "trip insurance covers other things besides cancellation", which is true but cancellation is a big part of what the trip insurance documents state they cover. They also say they cover 100% of the cost of the trip, with no mention of how it was paid for.

We also discovered that we could have just changed our cruise dates instead of using the Risk Free Guarantee, which would have avoided this whole problem. We had no idea we had that option since it doesn't seem to be documented anywhere. If we had known that we would have definitely done that.

Viking clearly is being very deceptive with these vouchers.

Please help!

On March 21, 2022, I called to inquire about an excursion on my extension. I have booked an extension three days prior to arriving on the river boat in Paris. The representative, was rude and insisted with a smirk that there are no excursions with extensions. I informed her that I’ve been traveling with Viking for five years and there have always been excursions offered with the extensions, to check. I was trying to inquire about an excursion I saw on the website, but was no longer posted. I wanted to know if it was offered, no longer available and/or sold out. This representative told me not to be rude. I informed her she was being rude and not helpful. I asked if there was to be a customer survey after our call or could I have her name, she laughed and hung up!

Viking has always had the most helpful and professional representatives, this was a shock! I have never encountered anyone as rude, unhelpful, almost willing to try to be arrogant and obnoxious with the smirking and laughing. I never got my question answered. Where is Viking getting these rude people! I pay way too much to be treated with so much disrespect.

* On a positive note, I did call back and spoke to a really nice and extremely helpful representative, who was able to answer my question and offered his email, should I have any other questions in the future. This is exactly how Viking is and should be! The rude representative should be dismissed because Viking should not want them representing their outstanding company. I am booked on my third river cruise with them and had the pleasure of my first Viking Ocean Cruise last year.

To reiterate, I have never dealt with a rude representative for Viking. Shame on Viking for having someone like her answer calls, when she had no knowledge about Vikings excursions for pre extensions and how to be polite and resourceful.