Viking River Cruises
Reviews and Complaints

Rhine River Cruise April 2020
Original Booking #5654495

Viking offered Risk Free cancellation-Covid
Booked same cruise for April 2031-#5980530
Received vouchers for future cruise 2022-23.

Viking rep said we could Request REFUNDS because we are elderly and highly susceptible to Covid. Impossible to travel safely.
Requested Jan 14, 2021
Request denied Jan14, 2021

Being that there is little chance of going on any Viking cruise safely due to above we deserve full refunds:
Donna Lee Burtrem $4866.75
Christine Boardman Kebbel $4866.75

This lack of remuneration by Viking is clearly criminal since Covid makes traveling for us impossible.

Sincerely,
Donna Lee Burtrem
Christine Boardman Kebbel

Viking cruise cancelled by us due to unforeseen circumstances, and all was refunded minus $200 which they state they are authorized to keep. With their advertisement for their"new risk free guarantee", it was understood we could cancel under these terms. It was, however, hidden in the terms that this isn't actually true. It is no risk if you transfer it to a new booking at a later date. False advertising! Hidden clauses are a scam. Large companies that take advantage of customers will not see those customers ever again.

In 2019, we did the Province cruise and were pleased with the itinerary and service. Later that year, we booked a Viking Ocean cruise to Alaska for 2020. The cruise line cancelled this cruise due to the Virus pandemic. We fully understood. When we contacted Viking concerning our refund, she really encouraged us to accept the 125% voucher We were told we could cancel at anytime and receive a full refund.

In early 2020 we booked a river cruise for April 2021 along with two extensions in Italy and Amsterdam. Along with business class air, the total cost was in excess of $15, 000.

In February of this year, Viking again cancelled this cruise due to the virus. The Viking CEO even issued a letter guaranteeing full refunds. Shortly after the cancel we contacted Viking and were told that a full refund would be forthcoming in 21 days.

After nearly six weeks, I again telephoned Viking to determine the status of our refund. The cruise line agent told us the small credit card payments had been refunded, but the larger balance wouldn't be available until after February 2023 when our vouchers expired.

How does Viking justify holding someone's money for more than four years without ever delivering a service? This is nothing more than a financial scam by Viking and will not be tolerated.

Give me our money and I will be finished with your company forever.

Grand European Tour, first booked for April 2020. Canceled due to covid and rebooked for April 2021 that has now also been canceled for the same reason. A credit for 125% was offered. We have no problem with that and wish to reschedule for the fall of 2022. Here is the problem, because the 2nd cruise was booked using vouchers from the canceled first cruise, we don't get the full 125% credit. This just isn't right. You have had our money for several years now. I can't be the only one with this problem and it needs to be corrected.

Gary Bashor
[protected]@msn.com

We had booked a cruise to Iceland for August 2020. We called a few days before Viking canceled and decided to rebook for this July 2021. Last week Viking canceled the cruise due to a business deal with China. Viking will not refund the $8000 they refer to as vouchers. Although it's true we can use them on a future cruise, they are not currently sailing to Iceland. We have sailed twice before with Viking so we are repeat customers. Apparently they are within their legal rights to cancel a cruise and not refund the money since we had rolled over last year's cruise which also did not sail. However, given both COVID and the fact that Viking canceled, it seems rather immoral. Apparently this is the way they do business. We are out the money because there are no other cruises we would take and we are elderly.

Client was booked on a cruise for 2020, 3 days prior to Viking cancelling my clients decided to cancel and to be nice decided not to wait until last minute thinking Viking could possibly rebook the cabin. Took the Future Cruise Credit at the 100% of what they paid. 3 days later the cruise cancelled and we had requested the additional 25% but was told no because they cancelled prior. So clients rebooked for 2021, applied 100% future credits from the 2020 cruise. Now Viking cancels trip, clients asked for full refund of what they paid over on the 2021 cruise plus a refund for the Future Cruise Credits from 2020. Was told no even though the cruise line cancelled. So then clients ask for 25% on the future credits from 2020 since they didn't cancel and Viking did this time around. Was advised that they would only give the additional 25% on what they paid over the Future cruises on the 2021. Clients extremely upset and feel that this is total unfair since Viking cancelled and they had no control over this.
Have tried talking to Customer Service but can't ever get anyone to respond or call me back. Extremely frustrated with Viking.

Booking #5855385
Confirmed booking in Dec of 2019 for a cruise in June of 2020. All amounts paid on January 2020. Applied and received very expensive Russian visas. Then we were notified that Viking was canceling operations because of the pandemic. When I mentioned that we would lose funds spent in getting visas we were told that Viking was providing a 25% voucher for a future booking to cover any losses. Wonderful. Well, it's been a year and future European travel is unknown. After days and hours of trying to get to Viking Customer Service today at 6 AM, I was successful. Only informed that I could not receive a refund for the $13, 700 paid until the voucher has expired in April of 2022. Who could have imagined that Covid would continue to persist thru 2021? I believe that Viking can not look into the future and promise the ability to travel in 2022, even as they continue to book travel in 2021 to destinations that are currently restricting travel. I am requesting that Viking refund in full of the amount that was paid to them.

My wife and i along with another couple were on a Viking cruise in may of 2019 when we stopped to talk with one of their agents and decided to book another cruise for September 2021. Today we received an email that that cruise was being cancelled due to a partnership Viking had entered into with a China Merchants Group. Viking said that this partnership required the ship we were scheduled to sail on be used exclusively by Chinese who had an interest in culture and exploration. Viking said they understood this created an inconvenience and offered to refund all money that had been paid or to offer a voucher for money paid plus an additional 25% should we choose to rebook at a later date. This might sound good, however when we booked our venture we were only required to put down $500.00 each which they were actually only offering us a $125.00 for cancelling our once in a lifetime trip. We spent over a year and a half dreaming and planning for this excursion and to be offered a mere $125.00 is a slap in the face. It seems to to me that Viking should have honored it's current booking prior to entering into this new partnership. I believe should offer us a 25% voucher based on the original cost of our cruise. We have always traveled exclusively with Viking and given them glowing reviews. I sincerely hope that their offer as an oversight that can be corrected.

Booking number 6011386 is requesting a full refund for the trip of April 27 thru May 11, 2021 due to the pandemic which was canceled for the second time by Viking cruises. We will not be able to use another voucher for another date. Thank you for your cooperation. Please reimburse the full amount to my checking account. My Cell number is [protected] for any further information and please leave a message and phone number so I can return the call as soon as I am available. This trip was paid for in June 2019 and excursions added and paid for by March 2020 to that trip through Viking River cruise line online website. The trip was for Lissette and Demi LeBron for Paris to Swiss Alps from April 27, 2021 till May 11, 2021.

I am sending this message to tell you how disappointed/angry I am with the Viking River Cruises. On Jan. 27, 2020, I had booked a Waterways of the Tsars (booking #5922596) with my friend Shery Jeffery. When the Covid pandemic happened, we were given the opportunity to cancel the cruise at no cost to me.

In December 2020, I notified Viking that I was cancelling my part of the cruise. Sheryl Jeffery continued with the booking and added her husband Terrence South in my place. On Jan. 13, 2021, Sheryl Jeffery was informed that Terrence South would be charged the same fee as I was, $6, 899. I was told by multiple agents (Gus on 12/15/20 and Sally on 1/13/21) that I would receive a refund of $150 and a voucher of $100.

On Jan. 30, 2021, I received a check for $100. On 2/1/21, I called Viking and spoke with Keyana who informed me that Sheryl Jeffery had been undercharged by $50 and that $50 of my $150 refund was applied to that account. She also informed me that my only option was to get that $50 from Sheryl Jeffery. A few minutes later, I called back and spoke with Scott explaining how dissatisfied I was with that option and questioned why I had to correct a problem that Viking had created. He told me that unless I got Shery Jeffery I told Scott that I wanted an email from Viking clearly stating that I needed to fix the problem that Viking caused by getting the remaining $50 from Sheryl Jeffery. Scott told me that he could not do that so I asked to speak with his supervisor.

I waited on hold for over 15 minutes and finally spoke with Veronica, his supervisor. Again, I was told the Shery Jeffery's account for the Waterways of the Tsars was under charged $50 and that if I wanted the $50 of my refund, I needed to get it from Sheryl Jeffery. I am very upset that I have to get the remaining money from Shery Jeffery since Viking made the mistake in not charging the correct amount for Terrence South. I do not understand how Viking's mistake is my problem. Although Veronica was sympathetic, the only other option she could afford me was to increase my refund but decrease the $100 voucher to $50. I told her that was not an option. I asked to speak to her supervisor, Veronica informed me that her supervisor, Laura would get back to me in the next 24 hours. I told Veronica that I could not believe that Viking could not resolve this to my satisfaction as it was only $50 and that the PR that this problem was causing was certainly was not worth it, I am planning on telling as many people as possible about this situation

Dear Viking Cruise line,

I am writing you today to let you know my sheer and utter disgust with the lack of customer service that I received from your company. First off, I would like to let you know that since I began cruising, in early 1990 it has been my life dream to take a viking cruise. I have since obtained platinum status on many of the other mid level cruise lines such as Princess, Celebrity and Royal Caribbean. In 2019 I finally took the plunge and decided to book my first Viking ocean liner cruise! This cruise was set to sail April of 2020, booking 5139933. I was so excited! We convinced a large group to join us and we had about 17 rooms booked all together. I paid my final installment in July of 2019.

Unfortunately we all know what happened next, COVID hit, the cruise was canceled. We contacted Viking and we were all going to cash out. At the time our cruise consultant Diana Sullivan told us about the generous 125% voucher to rebook. We informed her that my person would no longer be making the cruise and that we would have to cash out. I understand that Viking did not want to loose 7 room bookings so she escalated my issue to upper management and low and behold you agreed to waive my single supplement fee for the next booking 5990519. Diana made sure to mention that the single supplement promotion was over and that she hadn't heard of too many cases when Viking agreed to waive the single supplement. Again, I was delighted and amazed at your customer service.

Fast forward once again, due to COVID, our cruise was canceled again. Apparently Diana no longer works for you so this time we had Chelsea. Chelsea booked us again on another cruise, with the understanding that all vouchers and supplements would carry forward. Booking 6187860. We also had to pay an additional $1000 as your prices went up. Again, we all agreed to do this because we were so excited to go on my dream Viking cruise.

Once my invoice came in I was shocked to see that the single supplement waiver was not there. I called Chelsea to let her know and she told me that promotion was over. I explained that it was not a promotion and explained what happened. She said she would raise it to management. She called the following day to say that you were not going to waive it - at which time I stated then I would have to cancel. I asked to speak to her supervisor. Liam called me to inform me that they were not going to waive the supplement as again the promotion was over. I again explained that it wasn't a promotion and that I would have cashed out and not booked this last cruise. I also expressed my dissatisfaction of Viking changing the terms - since they waived it once due to cancelation from COVID and now they changed their minds only after I re-booked. Liam continued to say we regret we cannot honor your request. Once I said everyone was going to cash out and I was going to express my dissatification on social media he asked me to wait and he would get back to me. Which he did today (12/14/20). Again, he would not honor my request - which is odd because it was your company that granted it to me in the first place. I demanded to be cashed out immediately. Liam responded with I can't because my voucher is good for 24 months and that I would only be refunded 24 months from today! How is it that I paid you in July of 2019 and you will hold on to my money until December of 2023! That is completely unacceptable. I have never experienced such poor customer service, when you agreed to waive the single supplement for one cruise since it was canceled through no fault of my own but, then decided well we are just not going to do that for this cruise even though this passenger did nothing wrong and is willing to pay us $1000 more for the same room.

I am extremely disappointed in your lack of proper resolution, as such, I am demanding a full refund of all moneys that I have paid immediately.

Sincerely,

Tracy J Cormier
[protected]@aol.com
[protected]

I was so excited to be on my first and only Viking River Cruise of a lifetime on the Danube River through Europe. We saved and saved for several years. Then when the time came we were told by Viking the day before we left home the Danube River was low and we would "most likely" "maybe" mean we would be on multiple ships. Getting ready, vacation time, arrangements for watching our home, air fare, we couldn't not go! What they didn't tell us is we would be on busses for hours and hours! That we would establish relationships with the the crew members only to be changed from one boat to another. There was a group of people on the cruise who wanted to sue Viking, cause trouble, and demand their money back. We are not that type of people. Viking offered us an $800 credit if we traveled with them again within one year, which for most people would be impossible money wise as it was with us. We are saving for a cruise to Alaska and unfortunately it won't be on a Viking ship, although I wish it was because of the first rate ship board experience when things go right. I guess I'm just very disappointed and saddened by our experience. What Viking should have done was offered us a two for one on our next trip, and they didn't!
Jim Salmon

Jim Salmon Enterprises Incorporated
P.O. Box 187
Albion, New York 14411
[protected] Office
[protected] Cell

Celebrating 47 million visitors to JimSalmon.com / HomeRepairClinic.com

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I have tried unsuccessfully to obtain my cash refund of $36K. My previous attempts have resulted in "future travel vouchers" and my attempt through TripMate travel insurance has been denied because of the travel vouchers. I have never wanted travel vouchers due to my terminal stage of my illness and now entering hospice stage. I would appreciate someone in Viking to advocate for a rightful and honorable conclusion to refund my money. It will be 1 year come December 6th that Viking has had my money with no cruise executed because of the pandemic.
Please, just refund my money.
Booking #5807759 

My situation is very similar to 'dwarfrabbit'. The basic difference is that my wife passed away due to injuries from a car accident.

My wife and I were booked for a cruise in May, 2020. Because of COVID-19, the cruise was cancelled. We were offered either a full refund, or a voucher for 125% of the cruise's value for another, later cruise. We took the voucher and rebooked for 2021 cruise.
After my wife of 50 years passed away, I asked Viking for a cash refund of the original $8, 000 (appx), I was told that because we took the voucher originally, we could not now have our money back. They said I would have to use the voucher for a cruise at some time in the next two years. I explained that because of my wife's passing, I would not ever be travelling again. I escalated my complaint up to the President of Viking from the agent who originally assisted us, but were met with the response that, "Policy is policy. Vikings best solution is to transfer my dead wife's voucher to me. So, now I have two $10, 000 vouchers that have no cash value. I say BS!

Viking can do better than this. What ever happened to "The Customer is always right"?

Also, the letter I sent to Torstein Hagen, was sent US mail, with 'Restricted Delivery' meaning only he could sign for it. Someone else signed for it, probably in violation of some Fed Postal Law. So he never saw it, just some 'customer relations' flunkie.

My wife and I were booked for this cruise in May, 2020. Because of COVID-19, the cruise was cancelled. We were offered either a full refund, or a voucher for 125% of the cruise's value for another, later cruise. We took the voucher and booked an October, 2020 cruise. All cruises for 2020 were then cancelled by Viking because of the continuing pandemic. When we asked for a cash refund, we were told that because we took the voucher originally, we could not now have our money back. They said we would have to use the voucher for a cruise at some time in the next two years, at which time if we did not redeem it, our original purchase price would be refunded to us. We explained that because of my wife's ovarian cancer diagnosis in 2018, we were not sure how much time we actually have left together in which to use these vouchers. She is currently in remission, thank God, but this type of cancer almost always recurs at some point in the future. We have taken our complaint up one level from the agent who originally assisted us, but were met with the response that, "Policy is policy. No exceptions." Any help you can provide will be greatly appreciated.

I have filed multiple complaints to get a cash refund for cruises that were canceled due to COVID. I have been given future travel vouchers but that is not useable for me due to health issues. I have a terminal illness and have been admitted into Hospice care. Please refund my money, so I can enjoy using it before I die. I am so exhausted in all of the many Viking staff that I have dealt with since I started this process in May. I am running out of time and I want to be able to use the $36,000 and not leave to Viking (Viking hasn't earned it, and I am not a bank to loan Viking the money).

BOOKING REFERENCE: 5807759

please take us off your mailing list. We have taken 2 viking expeditions and would consider another at a later date. But, that being said, i don't want 2-3 catalogues in my mailbox basically every day. This severe annoyance would truly make me consider another another river cruise line instead of Viking. So please take us off the mailing list.

Diane Cardin
25 Hamilton Gate Ct.
North Kingstown, RI [protected]
USA

Leslie & Ann Knopf
Cruise 6071542

I booked cruise/insurance for (6/24 -7-8-2023 cruise) - Final payment due 8/31/2022. New Orleans to St Paul. America's Great River
We changed cruise to one week later (7-8-2023-7/22/2023 cruise)
Viking changed the final payment due to 12/31/2020. St Paul to New Orleans. America's Great River.

I don't have $25, 036.00 to pay for a cruise three years in advance is reason
I cancelled cruise.
I paid $1, 838.00 for travel insurance. I would like a refund for the
travel insurance.

I paid $2, 838.00, received a refund for $800.00. $200.00 Cruise Fare Fee, $1838.00 travel insurance.

In October 2019, we booked a Viking River Cruise (Paris and the Heart of Normandy, booking #: 5704019 to sail on May 10, 2020. When it became apparent that the coronavirus pandemic would make it dangerous to travel overseas, we called Viking on May 7, 2020, to rebook our cruise thinking at the time that the pandemic would have subsided by Fall 2020. The Viking representative that we spoke to assured us that Viking was confident that it was likely that we could travel on the same cruise starting on October 23, 2020. He rebooked us on that voyage (booking #5985651) and unbeknownst to us issued travel vouchers under the terms of our travel insurance (we later got an email issuing the vouchers to us). Viking then cancelled the May 10th cruise that we had previously booked and offered those who still had reservations their cash back should they wish it. Of course, we couldn't take advantage of that offer.
On August 12, 2020, Viking cancelled our October voyage and offered a cash refund to those who didn't wish to take advantage of a 125% travel voucher for future travel on Viking. We called today (August 17th) to request a cash refund for the nearly $24, 000 that we had paid to Viking for the voyage. We learned through speaking to a travel representative and his supervisor that we were only eligible to receive about $10, 000 in a cash refund, with the remainder of our original payment being available as vouchers for future travel.
We're at an age that makes us very uncertain that (1) we will be able to travel after the pandemic subsides sufficiently for it to be safe to do so within the two years that our vouchers are in effect and (2) that we will want to travel within two years with all of the restrictions and inconveniences that are being imposed because of the pandemic.
To make matters worse, Viking wouldn't even issue us the 125% vouchers that are available to customers who hadn't already been issued vouchers because of earlier trip cancellations/rebooking!

The Viking Weapons:
• E-check: don't do it, use a credit card! It seems to be impossible to get a refund from a checking account.
• TripMate insurance and the "cancel for any reason waiver:" a complete sham. I cancelled because of the pandemic but apparently possibly dying from this virus is not a good enough reason to cancel, so I had to reschedule. And because I rescheduled, my 40K in cash was converted to non-refundable vouchers. They don't tell you that the vouchers are non-refundable - it's hidden somewhere in the contract's fine print.
• Transferring and on hold: those "seasoned" customer relations representatives will continually transfer you to someone else or put you on hold to "check" on something. Not too knowledgeable are they?
• Written statements and an email from a travel consultant stating that Viking will refund that cash if the vouchers are not used in two years: a complete sham. Because I cancelled prior to Viking cancelling, and because I "accepted" those vouchers, I apparently also "accepted" the fact that those vouchers are non-refundable.
• TripMate insurance and filing a claim: don't do it! In Viking's email that shows the amount of the voucher, at the bottom it states: If you have purchased the Viking Travel Protection Plan and you believe that you have a covered reason under the plan, you have the option to file a claim. If you file a claim, this voucher will be voided. Other restrictions may apply; please call for details. So you've just lost your money if your claim is not accepted.
• Excursion payments: these become part of the non-refundable vouchers
• Spouse can't travel, is dying, just died: oh well. You can still travel and have a great time, or you could transfer your 40K+ worth of vouchers to a friend. Wowie zowie an instant solution!

My husband is 85; his health issues have gotten worse and he is unable to travel - as stated by our primary care physician in a letter I had sent to Customer Relations. A fun fact: in the acrimonious divorce proceedings between Torstein Hagen (whose net worth is between 1.7 and 2.4 billion) and his then wife, one of his QC's said that (at 74) he was at the end of his life, seemingly saying to treat him gently because of his age. No compassion on his part for my 85-year-old husband.

I made the original booking on 12 August 2019, Viking Romantic Danube, for 19 April to 26 April 2020; I purchased two staterooms and bought travel insurance which included a "cancel for any reason" waiver. Amounts paid at that time: 8/13/20 $1, 565.57 and $2, 550.95; 9/12/20 $888.67; 9/16/20 $17, 496.90; and 9/17/20 $18, 075.65. Those amounts do not include excursions paid by myself, my sister, and a friend.
• Booking number: 5688955, Stateroom 340: Linda McManus & William Bridges
• Booking number: 5688976, Stateroom 341: sister and friend

I called to cancel the April booking in March because of the pandemic but Viking refused to refund money (40K+). I was told by Branden Sanett, Viking Travel Consultant that I could only reschedule. When I rescheduled for 26 September to 6 October 2020, I was not told that my cash would turn into non-refundable vouchers.
• Booking number: 5981447, Stateroom 340: Linda McManus & William Bridges
• Booking number: 5981452, Stateroom 341: sister and friend

On 8 July 2020 Viking sent out an email cancelling river cruises due to the pandemic & emailed "…if you prefer a refund over the added-value voucher, please request one before July 17, 2020, " which I did, having emailed Mr. Sanett that same day, Wednesday 8 July, requesting a full refund; his response was to say he'd request cash and vouchers, not a full cash refund. In my next email I requested a full cash refund (not vouchers) as was promised by Chairman Torstein Hagen's email. Although Mr. Sanett was very nice, during the telephone calls, I was put on hold a number of times, for 5 minutes plus, was transferred twice, also put on hold for 5 minutes plus. Mr. Sanett emailed that because I had "accepted" the vouchers, I could not cancel, only use those vouchers within two years, at which time if the cruise wasn't rescheduled, I could be refunded my full amount of $42, 151.74 in cash (read above: this is not true). Our Primary Care Physician stated that "there is no way that this patient of mine will be able to travel and participate in any cruise." A copy of this letter was sent to Allison Vandercreek, Agent Customer Relations, and Stephanie Maldonado, Customer Relations Manager on Monday 20 July. I could, if required, get a letter from my husband's cardiologist and neurologist (Parkinson's).

After a game of telephone tag (no one's fault), on 22 July Oscar from Customer Relations called to let me know that Ms. Vandercreek would be out of the office for a few days, but he needed some information, the same information that I had given to them in multiple emails and telephone calls.

As an update to my husband's health, his recent (7/21/20) echocardiogram showed pleural effusions as well as other heart problems.

A note about the vouchers: the original amount that I paid was $40, 577.74. With the inclusion of the $1, 505 spent on excursions and which were added to the voucher, the 125% should equal $52, 603.43, yet the total vouchers received is $50, 130.98.

Please note that I will continue to fight to get my full cash refund returned, as promised by Viking Cruises. Viking Cruises should honor their commitment to refund my money, and should put the customers first, not their coffers.