Viking River Cruises review: Promised refund and lack of response

Below is our latest email to Viking Cruises escalation team. It is has been two months, and again, no response. Thank you for your help.

Email to Stephanie.[protected]@vikingcruises.com, dated 1/9/25:

I am writing to you in hopes that you can resolve an issue we are having in getting refunds for our Viking 2020 prepaid fares.

Based on numerous issues (COVID restrictions, and personal unavoidable circumstances), my husband and I were unable to take our Viking cruise in the subsequent years. On 8/4/24, I spoke to Shane Kalideen, Customer Service agent, to request a refund for the tickets we purchased. Based on this conversation, my husband and I opted to get refunds on our 2 Platinum vouchers, and forfeit the 4 non-Platinum vouchers each totaling $319. Shane indicated on August 4th we would receive either a refund to the original payment or a physical check. You will see in the email dated 8/4/24, Shane clarified the “Platinum Vouchers” (plural) would be refunded.

Due to no notification of our refunds, I checked back in with Shane on 8/26/24 for a status update. Shane’s response on 8/30/24 now informed us that only one of the vouchers was Platinum and could be refunded - an obvious internal issue within Viking.

Subsequent emails to Viking to address this issue have gone unanswered.

It is now January 2025 and we still do not have any refund for the payments we made on our original fares nor have we received any response to our numerous attempts for updates. Based on the feedback provided by Viking customer service, we selected to receive our payments in full for the issued Platinum vouchers totaling $16,204.96. It appears there may have been some type of paperwork error as Shane attempted to explain in his August email below, however that is not our issue, and having our refund continuously delayed is simply unacceptable.

We are asking that you review this issue and please reply as soon as possible to arrange for us to receive our full refund of monies paid.

Thank you for your help and consideration in a prompt response to this issue.

Barbara Johnston
[protected]@mac.com

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