The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Viking River Cruisesviking rhine cruise booking 4662909. sail date 10/26/18

R Nov 10, 2018
This review was posted by
a verified customer
Verified customer

I am sending this correspondence to complain about my disappointing experience with my recent Viking cruise with a pre extension in Switzerland and a post extension in Amsterdam. upon my encouragement 3 other couples joined us on this excursion and all expressed disappointment, the first problem was the bus ride from the hotel in Lucerne to the ship in Basel, the bus was used to take 4 of us on an optional tour to stansehorn, leaving everyone else waiting at the hotel until they returned. thus we did not leave until 4pm from the hotel, got delayed in traffic and did not arrive at ship until after 6pm. this deprived us of spending time in B asel and having lunch on the ship. this was poor planning. a van could have been used to take the 4 to stansehorn and then back to ship, while the bus could have taken the rest to the cruise ship much earlier in the day. but little did we know that this would be the least of our problems. Midway through the cruise we had to switch ships, because of low water levels in the rhine, we had to repack and spent long hours on a bus ride to cologne, not arriving until late in the evening, then on another day we had to take a 2.5 hour bus ride to a ferry boat so we could see the castles along the rhine, and then another bus ride back.Our cruise was turning into a bus tour of Germany. the way the tours were handeled were far from handicap friendly. In Strassburg we had a very long walk from the ship to the bus in a wind swept rain.. at other times we had to traverse 4 ships to get to the dock to get to the bus. as a token recompense to our hardships we we given an open bar for 1and a half hours. this was insulting. I had a friend who went on a rhine cruise in august and he had a squeaky door for one night and he and his wife were given a free liquor package for the whole week. I blame management for all these problems. the crew themselves were excellent as usual. we should have been given the option of cancelling this cruise, if water levels were too low. I live in a large retirement community in south jersey. and many in my community have gone on Viking cruise based on my recommendations. however, unless there is some recompense from Viking manage ment. I will no longer be encouraging our large community to use Viking cruise lines

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Viking River Cruises's response · Nov 16, 2018

    Thank you for allowing us this opportunity to respond, Richard. Though we regret to learn of the disappointments in the adjustments to the program in response to the uncooperative weather, we are grateful that we were able to connect you with a senior member of our Customer Relations team to come to a more agreeable resolution in consideration of the dissatisfaction you outlined here. We appreciate the chance to learn more about your recent Viking experience, and welcome a continued discussion at [protected]@vikingcruises.com should you wish to share any additional details. Have a wonderful day.

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