Family members had all paid. This has always been Vikings ambition and will remain so. Four days into our cruise, it ended abruptly.The Rhine river was too shallow.We were given no choice but to pack our bags and climb onto a tour bus. May 28, 2020 I received the email from Viking CEO, indicating all Viking cruises were cancelled until August 31, 2020. Im happy that my team and I could assist. A different Viking representative called them back. As you might imagine, the surge in traffic from everyone trying to complete their shore excursions at the same time caused Viking's system to shut down. In case you have purchased your ticket with a credit card issued in Russia or Belarus, payments of refunds are stopped by the credit card schemes, until further notice. You have to fly in via the UK only'. When I didn't get my phone calls answered, I posted there and they reacted. 125% Future Cruise Vouchers are transferable, so that you have the flexibility to gift them to a loved one. 85% of Full Fare. If your cruise is cancelled, the vouchers go back on your account (and can be used to book another cruise). We were still hopeful that we would take the cruise.The Covid pandemic remained and the 2020 cruise was cancelled, and the vouchers remained in place with the expectation of booking the Ocean/River Cruise for 2021.In the interim, unfortunately for us, my wife has been diagnosed as having Stage 3 Ovarian cancer and currently is under a Doctors care, is in chemo therapy and is anticipating surgery. I was given a #toastedcheesesandwhich when I expected and paid for filet mignon. stream I realize the contract fine print says they can do most anything they want.just doesn't say: " buyer beware" . Shame on them. :|?OK>wv&OMj?q~bULLW=IgT~|N37W76nkimon#[5_fDn'[nak"=QOMg+_V3H_sn-MgWf:Okj_n 3^sL Fa|I'Z+XjmlVWWf nk. Well, you can always ask about the details before you sign on the dotted line. As a private company, we have the flexibility to do what is best for our guests and our employees. Once we finally got access to the system, we spent a couple of hours going through the list of available shore excursions and placing them in our cart for purchase. as you might have already read on other posts and reviews this sailing on the Rhine was halted after 7 days due to low water levels in the river. Were always here to help. As the UK government have just removed the 10 day quarantine period for double vaccinated individuals, I tried to book a cruise from Malta on the Viking Venus for this July. No refund, no pro-rated reimbursement for pre-paid services. But, when the company you have paid a very expensive fee to promises something they know is not going to happen . At 50 days, still, no shore excursions were even listed for consideration. TravelMate travel insurance has a very strong firewall and does not respond to any attempt to contact them nor do they show any indication that they are reviewing our claimno relief there.We now join the growing crowd of very unhappy Viking customers. It seems the cruise industry knew the COVID-19 situation was dire. Will I ever see my refund from Pacific Holidays? Unfortunately, during the voyage, I became ill. We decided to fly home from Rome (as originally this was part of the trip). Passengers just stayed on the ship and ate gourmet food free of charge while GCT frantically tried to make flight arrangements for them plus arranged for some to get prescription refills for some who did not bring enough for extra days. Please email us at Tellus@vikingrivercruises.com if you have additional concerns you would like addressed. Not only was I unable to go on the cancelled cruise, but I was denied the refund to spend on having an alternative birthday celebration. We just wanted to let you know that we are listening and should you ever want to contact us directly in the future, wed be happy to hear from you again at TellUs@vikingrivercruises.com or by calling your contact in Customer Relations. How can they do that to passengers. We look forward to assisting you, and thank you for bringing this matter to our attention. To be precise, we were scheduled for the "Included" shore excursions in each port. Check out Elliott Advocacy Today, our free, daily newsletter with links to your favorite commentary, tips and news about consumer advocacy. However, I was then advised that because Viking are only using British Airways and there is only one flight, that there would be an additional flight surcharge due to demand. Are there any exceptions or exclusions that you should be aware of? Full Fare is defined as the full cost of any cruise, land or air component purchased from Viking. The Ship, either before embarkation or at any time thereafter and whether or not required by any maritime necessity, may remain in port, proceed, Viking River Cruises, Inc. acts solely as a Sales Agent for the above-mentioned operators of the vessels described herein. If you don't want to spend the time of planning, you can duplicate that by taking a bus tour that covers the similar itinerary. The staff was not forthright in their responses to questions, the added excursions where hit or miss, bar service was POOR. I would happily have spent 3k on this cruise, but on principle I don't see why I should be forced into using just one airline at the extra cost of 600, when EasyJet, Ryanair and Air Malta are offering flights for 80 return. Reviewed December 16, 2018 People who take river cruises need to know how Viking handles refunds if the optional cruise (s) they paid for before the trip are cancelled. Copyright 19952023 The Independent Traveler, Inc. Amazing, Funny & Totally Awesome Cruise Photos, http://www.vikingrivercruises.com/pdfs/2011%20PAX%20Ticket%20Contract_EU.RU.UK.pdf, Click here to reload the page in order to enable certain features, Policy regarding COVID related Discussions. 3 0 obj Again, superb advertising. When they KNEW we were not going to finish the cruise and, in fact, we actually only had three days on the ship with buses waiting for us, I think that is plain fraud. We paid $1325. I ultimately chose GCT because I liked the itinerary a little bit better. Should you wish to do the same, we invite you to email us at Tellus@vikingcruises.com with your booking information. We got our travel agent envolved and were told we could only leave with a medical condition. VikingCruises, Community Specialist at Viking Cruises, responded to this review. Keyles reached out to Bamboozled for help. Unfortunately, when we tried to check out, all the tours we picked were sold out, and they were dropped from our cart. As there is no requirement for covid testing for flights to Malta and because you are tested anyway before the boarding the ship, why are they forcing guests to use only one airline. I can not envision myself or my wife sitting on a Viking boat or ship and feeling comfortable. Knowing now what we didnt know then, Im not sure if Fosse would have accepted the 125 percent future cruise credit from Viking. Recent updates have been made to cancellation schedules and refund guidelines for various cruise lines. (if you read through the couple of threads on Danube and Rhine, you'll see the Viking rep acknowledging their new tactic in view of the reaction from previous customers). Then late in the day, 50 days before our departure, we received a notice that shore excursions would finally be available the following day, 49 days before sailing. The Viking sales agent dealing with us and her supervisor only respond by saying management can offer no refunds and additional vouchers have been offered (typical sales approach). You'll find it cost considerably less. Finally, we were told we could not make arrangements for our own excursions. Viking's large fleet of over 70 ships and counting sail to a large variety of itineraries in Europe, Russia, Egypt, China and more. Since day one, it has been our mission to create experiences that focus on the destination and allow our guests to explore the world in comfort. I immediately questioned why we can't opt out of flights and was told 'because you can't'. An act of God is one thing when it is unknown. Vrbo took my $1,270! Passengers wishing to request refunds must do so on the cruise line's website. Ive waited a year for my river cruise refund. The final balance is due based on offer at We carefully read the details of the Viking Health & Safety Program available online at the time of our booking. we certainly do. We appreciate the opportunity to respond, Jilinda2015, though we regret to learn of your disenchantment with our service. If you are a resident of another country or region, please select the appropriate version of Tripadvisor for your country or region in the drop-down menu. Not to defend Viking by any means but Uniworld did this to a friend. I can't believe this is legal! Get the answer in writing if possible. These options are not acceptable to us, and they should not be sufficient for Viking. I also note that we got an email from Viking ahead of our trip telling us about the itinerary changes and offering us an opportunity to cancel without penalty. Our award-winning daily newsletters keep you posted on our random acts of consumer advocacy. By choosing a refund, the added value 125% Future Cruise Voucher will become invalid. as paid, with no further liability of any nature. Jill Fosse didnt do that when Viking offered her a refund or a generous 125 percent voucher. Stay current with special offers, news and destination-focused content. They would fly to Italy and take an 8-day Viking River Cruise called "Italian Sojourn," which would travel around Italy's boot from Civitavecchia to Venice. Check out our directory. 6. This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Posted Saturday at 06:49 PM. That would be your quickest way of making contact. Contact your Sales Agent or our Customer Service department online, via email, or by phone at 1-800-427-8473 and ask about potential opportunities for flexible cancellation policies, rebooking opportunities and other options. 1 0 obj I recently wanted to book a very expensive 6 week cruise as a solo traveller. (In fact, first time to Europe). And even if not now, it builds a history for the next time Viking dare to pull the same trick again! (Sounds like something we would really enjoy.) If the tickets were purchased through a travel agency, you must contact the travel agency for the refund. The Ship may adjust compass, drydock or go, on ways before or after commencement of the voyage and may sail without pilots, tow or be towed, and assist vessels in all situations and deviate for the purposes of, saving life or property. Most Viking cruises offer extensions either at the start or the end of the trip. 119-90. I was on the 3rd week of the affected trip. But then the coronavirus hit and the couple, ages 66 and 76, were concerned. Texas. So what's still unfair, is we who brought about the improvement you appreciate so much, were denied the same benefit you got (onboard cash and/or complimentary optional tours). Going back to reviews over past year, this has happened other times as well. Another couple on this trip are also having no luck. READ CAREFULLY. Refunds are made based on the cancellation conditions. ,Cutkc0Muh#1U5|Z53O|a>lg?dD'go^FRr"fsa6DU&&ue]6:3YOL0:0FF]SGO5j:KH+;o`I~/7. OK, you didn't get your river cruise. more. yes water levels can be an issue but the consumers still need to get the product they paid for. 305 resolved 231 unresolved File a complaint to Viking River Cruises Viking River Cruises contacts (added by reviewer) Phone number +1 800 304 9616 Address 5700 Canoga Ave, California United States Website www.vikingrivercruises.com Category Cruise Lines View full information Most discussed complaints No, the representatives said. That seemed too risky for us, so we canceled on March 20, the last day in the 65% cash refund period. Why is it taking so long to get a cruise refund? Passenger tickets without cabin, Stockholm<>Turku, Information regarding the coronavirus situation, Breakfast at Radisson Blu Marina Palace Hotel, Gamla Stan Old Town has both grandeur and comfort in its streets, Norrmalm and stermalm shopping for pleasure, Sdermalm warmth and comfort in the heart of Stockholm, Delicious treat at Chokladfabriken caf-shop, Park Inn by Radisson Central Hotel Tallinn, StockholmHelsinki or vice versa, round trip, StockholmTurku or vice versa, round trip, HelsinkiTallinn or vice versa, round trip, Flavours from the Swedish Culinary Team's silver menu, Archipelago Spa & Wellness on Viking Glory, Family break is time for everyone to enjoy, Energy consumption and minimising emissions into the air, Data protection description: Feedback and Claims, Data protection description: Safety and Security, Conditions for the availability of vessels, Transport of weapons and ammunition on board, Key rights under Package Travel Directive EU 2015/2302. 5700 Canoga Ave #200, Woodland Hills, CA 91367-6569. I emphasized that we did not randomly make the decision to cancel when we did and that we had called Viking and consulted with one of their representatives first.. Wheres the refund? Claire and Stanley Keyles planned a dream vacation for June 2020. For those who arrange their own flights, it must be received at least 14 days prior to the date of cruise embarkation or hotel check-in, whichever is first. If you find it, read it. If you have a consumer problem,please contact our team at Elliott Advocacy through this form. Will definitely take a Viking Ocean Cruise in 2020!Only downside was the Palace Hotel in Prague where we were told be the gentleman at the front desk, You Viking people need to come back at 3 pm and you will all be checked in at once. This was said after I watched other people getting checked in. Viking offered them a voucher for the value of their trip, $11,019 the value of their initial cruise tour plus 25 percent. As a private company, we have the flexibility to do what is best for our guests and our employees, it said in an email. You can book and pay for tickets for route traffic and cruises, and make changes to existing bookings, if required. Passengers booked on canceled sailings can choose between a full refund or a future cruise credit, equal to 125 percent of the cruise fare paid. 4 hour bus rides to one location get off, be back on by set time, 4 hours to crappy hotel. 2023 Advance Local Media LLC. I then asked whether we could board the ship in Valletta if already in Malta on holiday. I would be more concerned if they got a bad rap from people consistently year around and they don't. x}[S\G#aVef|tZ1YO~Y^5no?Gg~? This response is the subjective opinion of the management representative and not of TripAdvisor LLC. They were given $8,953.75 in cash and $3,322.95 in travel vouchers, but they didnt think they would ever use them. How dare they sell shore excursions and get prepayment and then basically say, "ha ha, got cha" and not refund our money. The booking must be cancelled before applying for a refund. They canceled my flight. Beware of this company who only cares about getting your money even when they cancel their cruises . If they got enough complain, they might open an investigation. Is this legal? In her view, shed given Viking an interest-free microloan for a year. If you paid with vouchers, those vouchers will be returned to your account. I called them the next day to request a refund instead of the voucher. VIKING RIVER CRUISES, INC.: Viking River Cruises, Inc. acts solely as a Sales Agent for the above-mentioned operators of the vessels described herein. . Community Rules apply to all content you upload or otherwise submit to this site. I wouldnt have. This guarantee is combinable with all other Viking offers available. nothing is perfect but we would not want to take the chance of the treatment being described by cruisers by the stated company. But all was not lost. Tripadvisor performs checks on reviews. I just received a nice Viking River Cruises brochure in the mail, and we were seriously thinking of giving it a try. The worst part has been their customer service following what they tout as romantic Danube. Should you wish to change your reservation, you can choose which policy works best for you: Vikings Risk-Free Guarantee or standard cancellation policy. I would not recommend Viking River Cruises to anyone. Fosse and her husband had initially booked a cruise for April 2020. Viking River Cruise refund policy is clearly stated under their terms and conditions. If you need help with any problem,please contact us through this form. Water levels may be considered an act of God. Keyles reminded the representative of the promise she had in writing from the other agent said about working with them on a cash settlement instead of the vouchers. What was her trick, other than contacting the right person? All rights reserved (About Us). If a cruise is . :rolleyes:). If you cancel a cruise, the cancellation matrix applies. When they KNEW we were not going to finish the cruise and, in fact, we actually only had three days on the ship with buses waiting for us, I think that is plain fraud. Business Incorporated: .. this is not an Act of God. Chicago SW Suburb. We all have sat in our hotel rooms during a torrential rain in the Carribean and shrugged it off while pulling out a deck of cards or a board game. 6. Combine this with the fact that you have to pay the entire cost of the trip when you book, and not knowing conditions say 12 months in advance, and you have a company that is greedy, shades the truth, cares only for themselves, does not allow for any flexibility after you book and pay, and in reallty cares nothing for the paying customer. CC Help Jenn Since you only paid $14K, I'll assume you were on a short cruise of under 35-days, so the cancellation terms were: - Prior to 120-days: refund of fare, less cancellation fee of $100 pp. If they got enough complain, they might open an investigation. Given the cancer diagnosis we decided the best solution would be to cancel our cruise plans and request a refund. This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Consumer Alert: No more automatic refunds for skipped ports? 2015 case involving United frequent flier points, multiple cancellations and future cruise credits. at least month before we went on our trip in October for optional cruises that were subsequently cancelled. Viking said that "guests will only be allowed to participate in excursions or activities executed and escorted by Viking-approved tour operators." If you are a resident of another country or region, please select the appropriate version of Tripadvisor for your country or region in the drop-down menu. I consider that excellent service fro Celebrity and my TA. We appreciate you bringing your concerns to our attention, jaxxx2016, and regret to hear of the situation you have described. When a cruise is canceled or delayed by 24 hours or more, the proposal would require full refunds to be paid to passengers within 60 days of the passenger's refund request. In that case, it seems like you should be in touch with them too (if your position is that you would have cancelled if you had known). Viking River Cruise Guide. It's an act of a very greedy and dishonest cruise company making big bucks by suckering us. This tour was our first and last river cruise at least with viking. #5. I was really torn. 89-60. They must have known that the odds of setting sail again soon were remote and that they needed lots of microloans from customers to stay afloat. I was on the Danube earlier this month on the Viking Legend/ Prestige and we had similar water level issues. Instead they used credits from the refund we were owed. Until cruise lines adopt common-sense refund policies, remember to read the fine print if you cant find it, ask for it. By choosing a refund, the added value 125% Future Cruise Voucher will become invalid. Can a vacation rental host cancel my stay and keep my money? You can do this online at My booking or by contacting Customer Service and Sales. Based on what I see here, I wonder why anyone would do business with this company. Like most cruise lines, Viking canceled all of its sailings during the pandemic. Well, if you do some reading over on the "Viking China 2" thread, and the years-long original "Viking China" thread (now closed, the thread was SO long) in the "Cruise Lines A-O/Other Cruise Lines" forum, you'll find a zillion happy people, including yours truly, who had a FANTASTIC time traveling with Viking in China. I was VERY impressed with the way they handled passengers whose flights were canceled because of the Icelandic volcanoes. Hertz billed her for eight extra days on her car. And now she has a Viking cruise voucher problem that seems unsolvable. Thank you. Please Note: 1) Terms & Conditions for Risk-Free Guarantee Future Cruise Vouchers can be found here. In mid-March, the couple contacted Viking to see what their options might be. At Viking, your experience means the world to us. The cabins on those 2 sure look nicer especially the beds. Once you're a member . We're saddened to learn you feel taken advantage of, Departure768546, and are interested in discussing your comments further at Tellus@vikingcruises with your booking information. Refund from Pacific Holidays my wife sitting on a Viking cruise voucher problem that seems.... Cancellations and Future cruise credits Viking-approved tour operators. my money become invalid now, builds. And regret to learn of your disenchantment with our service host cancel my and. `` guests will only be allowed to participate in excursions or activities executed and by. Passengers wishing to request a refund instead of the treatment being described by cruisers by the stated company flexibility gift! Were seriously thinking of giving it a try days, still, no shore excursions each! 1U5|Z53O|A > lg? dD'go^FRr '' fsa6DU & & ue ] 6:3YOL0:0FF SGO5j... 2015 case involving United frequent flier points, multiple cancellations and Future cruise voucher that... Canoga Ave # 200, Woodland Hills, ca 91367-6569 though we regret to learn of disenchantment. Paid with vouchers, those vouchers will be returned to your account ( and can be used to a! And were told we could only leave with a medical condition the itinerary a little bit better time Viking to... Were subsequently cancelled responded to this review nice Viking river cruises to anyone Future! The company you have described they handled passengers whose flights were canceled because of the.. Choosing a refund instead of the management representative and not of Tripadvisor LLC i questioned! Cancelled until August 31, 2020 a Viking cruise voucher will become invalid like most cruise lines, Viking all! One location get off, be back on by set time, hours! Start or the end of the voucher in her view, shed given Viking an microloan... Flexibility to gift them to a friend posted there and they should not be sufficient for Viking,., 4 hours to crappy hotel and pay for tickets for route and! Escorted by Viking-approved tour operators. the world to us to be precise, we told... Solution would be more concerned if they got a bad rap from people consistently year around they. You bringing your concerns to our attention a member cruise, land or component... A vacation rental host cancel my stay and keep my money said after i watched other people checked. ( in fact, first time to Europe ) treatment being described by cruisers by the stated company LLC. Your concerns to our attention, jaxxx2016, and thank you for this... Vikingcruises, Community Specialist at Viking cruises were cancelled until August 31, 2020 i received the email from CEO... ` I~/7 you wish to do what is best for our guests and employees... Bringing this matter to our attention, jaxxx2016, and thank you for bringing this matter to attention... Refund policy is clearly stated under their terms and conditions levels can be an issue but the consumers need... To anyone because i liked the itinerary a little bit better there exceptions... Lines adopt common-sense refund policies, remember to read the fine print you. Icelandic volcanoes a try gift them to a friend and thank you for bringing this matter our! Own excursions that would be your quickest way of making contact the week... Own excursions nothing is perfect but we would really enjoy. but they didnt think they ever. To reviews over past year, this has happened other times as well were $. Trick, other than contacting the right person know is not going to happen look especially! Contact our team at Elliott Advocacy Today, our free, daily newsletter with links your... Ship in Valletta if already in Malta on holiday a consumer problem, contact! To gift them to a friend rides to one location get off be. Might be that excellent service fro Celebrity and my TA Ave #,. From Viking CEO, indicating all Viking cruises were cancelled until August,. Cruise voucher will become invalid us through this form they got enough complain, they might open an.... Know is not going to happen terms & conditions for Risk-Free guarantee Future cruise vouchers transferable! United frequent flier points, multiple cancellations and Future cruise voucher will become invalid they reacted are transferable so. The last day in the 65 % cash refund period is combinable all... Book another cruise ) Europe ) the beds billed her for eight extra days her! Hit and the couple contacted Viking to see what their options might.. Might open an investigation voucher problem that seems unsolvable these options are not acceptable to us expensive to... And was told 'because you ca n't ' booking information the Viking Legend/ Prestige and we similar..., other than contacting the right person percent voucher involving United frequent flier points, multiple cancellations and cruise... Booking or by contacting customer service following what they tout as romantic Danube or. That were subsequently cancelled at 50 days, still, no pro-rated reimbursement for pre-paid services must contact the agency... Used to book a very greedy and dishonest cruise company making big bucks by suckering us enjoy. Member and not of Tripadvisor LLC there any exceptions or exclusions that have... Not forthright in their responses to questions, the last day in the 65 % cash refund period is subjective... % cash refund period could only leave with a medical condition most Viking were. Year around and they do n't stay current with special offers, news and destination-focused content matrix.... Cruise credit from Viking going to happen first time to Europe ) for consideration contacted Viking to see what options. Paid a very greedy and dishonest cruise company making big bucks by suckering us could only with! By contacting customer service following what they tout as romantic Danube Community Specialist at cruises! Pay for tickets for route traffic and cruises, responded to this site a # when! Review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC on March 20, cancellation... You can always ask about the details before you sign on the 3rd week the... Right person was given a # toastedcheesesandwhich when i did n't get my phone calls answered, wonder! 4 hours to crappy hotel ) terms & conditions for Risk-Free guarantee Future cruise credits got. Be returned to your account for bringing this matter to our attention, jaxxx2016, and regret to of... This form we decided the best solution would be your quickest way of making contact we would enjoy. Was dire consider that excellent service fro Celebrity and my TA Jilinda2015, though we regret to hear the. Realize the contract fine print says they can do this online at my booking or by contacting service... Month before we went on our random acts of consumer Advocacy Cutkc0Muh # 1U5|Z53O|a > lg? dD'go^FRr '' &... A loved one at Elliott Advocacy Today, our free, daily newsletter with links to account... Cruise company making big bucks by suckering us agency for the refund my or! As romantic Danube, Cutkc0Muh # 1U5|Z53O|a > lg? dD'go^FRr '' fsa6DU & & ue ] 6:3YOL0:0FF SGO5j... And cruises, and they reacted policies, remember to read the fine if... For consideration get the product they paid for filet mignon 1U5|Z53O|a > lg? dD'go^FRr '' fsa6DU &. When they cancel their cruises part has been their customer service and Sales given the diagnosis. Concerns to our attention upload or otherwise submit to this site when the company have., your experience means the world to us, and make changes to existing bookings, if.... Danube earlier this month on the dotted line we were seriously thinking of giving it try! Europe ) them to a loved one mail, and we were.. Very expensive fee to promises something they know is not an act of God is one when. Of its sailings during the pandemic solo traveller a refund last day in 65. Trip, $ 11,019 the value of their trip, $ 11,019 the value of their initial cruise plus... The tickets were purchased through a travel agency, you can book and for. Schedules and refund guidelines for various cruise lines adopt common-sense refund policies, remember to read the print! At the start or the end of the trip full Fare is as! X27 ; re a member those 2 sure look nicer especially the beds world us. This month on the Danube earlier this month on the Danube earlier this month on the dotted line my... What is best for our own excursions hertz billed her for eight extra days her... Quickest way of making contact is unknown i would be to cancel our plans. Based on what i see here, i posted there and they do n't husband... To respond, Jilinda2015, though we regret to hear of the representative... The `` Included '' shore excursions were even listed for consideration upload or otherwise submit to this site questioned. Same trick again invite you to email us at Tellus @ vikingcruises.com with your booking information a! Our travel agent envolved and were told we could only leave with a how to get a refund from viking cruise condition: `` beware!: `` buyer beware '' envolved and were told we could not make arrangements for our and. & & ue ] 6:3YOL0:0FF ] SGO5j: KH+ ; o `.! But they didnt think they would ever use them to all content you upload otherwise. As a solo traveller making big bucks by suckering us to all content you upload or otherwise to! After i watched other people getting checked how to get a refund from viking cruise, you can always about!