Viking River Cruises reviews and complaints 1
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Viking River Cruises - Misquoted and would not honor pricing
Was quoted a price to add someone to a booking, agent supposed wrote in the booking that pricing quoted was approx. rate of $4672.75. Called back after speaking with client to go over possible air schedule and reconfirmed pricing that was quoted again quoted $4672.75.
When called and gave info on person that was being added, was advised of higher pricing. Explained that was quoted a lower price by two separate agents. Agent advised that was misquoted and could not honor pricing quoted even though she could see in notes what was quoted.
Asked to speak with supervisor who again said she could read notes but that could not honor pricing, I asked for calls to be pulled as I was never told that pricing could be higher. Wanted additional $824 more than what was quoted.
Seems like no one at this company can take accountability for their mistakes.
Booking # 5384309
Spoke with Viking Customer Relation representative who was able to assist me and get my issues with the pricing matching resolved. Client is very happy with the outcome.
A Customer Relations representative sent me an email Monday morning that someone would be contacting me regarding my complaint. I received a phone call not long after and an email from that representative who I then called back and spoke with. Explained what had happened, he was very nice and listened to my story, placed me on hold and came back on went over details. Then he advised that they would offer the $300 in onboard credits plus refund the $524.25 to that made up the difference that had been charged. He sent me confirmation within 15 minutes showing the refund and the onboard credits.
He made a very difficult situation much better. My client was pleased with the outcome.
Thank you
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In my experience Viking has a pattern of changing quotes, "forgetting" to add promotions to quotes, and otherwise sneaking in extra charges that many people probably never notice. I have spent hours going round and round with agents through chats and phone calls to get corrections. They don't do anything until you file an online complaint. This is likely because the typical customer won't bother, and they know this. They then make most of those who file complaints happy with shipboard credit.
Someone should do a study on how much of the offered shipboard credit is actually spent. If one takes only the included excursions and isn't a heavy drinker, one can take a Viking cruise without spending any additional money. If you plan to spend extra on excursions or alcohol, shipboard credit is fine. If you did not plan to spend that money in the first place, then Viking has taken advantage of you. They must be winning at this game, or they wouldn't make a pattern of the practice.
I have completed one river and two ocean Viking cruises. I have no complaints with the cruise itself, but the company employs such sleazy, questionable, and downright dishonest techniques in booking and cancellation, I will not be cruising with them again.
Beware that one of their practices is to do their best to communicate with you by phone. My advice is to use chat and keep the transcript, or e-mail them back when they call you so you will have a written record. I had to copy and paste the transcript of my last chat because the option to e-mail it to myself was no longer offered. If anything goes awry, a written record will be helpful.