You could say the fine print gives them permission (because it does) or that lack of fine print gives them permission (also true). If they got enough complain, they might open an investigation. a contrary direction to, or outside of, or beyond the usual route, one or more times, in any order, for loading or discharging fuel, stores, laborers, stowaways, Passengers, or members of the Ships company, for this, or any prior or subsequent voyage and/or for any purpose whatsoever that we, as Carrier, or Master may deem advisable. In late June, Keyles got a call from a Viking representative who said he would be reviewing the case. Consumer Alert: Your Airbnb comes with heat during the winter, but Did airlines make a U-turn on family seat fees? Heres funny math on an airline refund in 2019. Guests with questions or difficulty locating this information, may call us at 1-833-900-0951 or contact their Travel Advisor. Viking cruise voucher problem: Dont forget to read the fine print! I accept that I always have to pay a single supplement but Viking's policy is to charge double for single occupancy. 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. If you have a consumer problem,please contact our team at Elliott Advocacy through this form. This offer covers all Viking reservations that are made between November 1, 2021 and June 30, 2022 on any 2022 voyage. stream Call a Viking Expert at 1-800-2-VIKING or see your Travel Advisor. Deadlines for requesting a refund can be found in guests' original communication. I think Viking is taking financial advantage of retired people and using the COVID virus as an excuse. Wheres the refund? When cancelling a paid booking, you can receive money back or put the amount towards a ticket on another day or route. We appreciate the opportunity to respond, Jilinda2015, though we regret to learn of your disenchantment with our service. 125% Future Cruise Vouchers can be applied to a new reservation on any river, ocean or expedition cruise. Business Incorporated: Were sorry to hear of the miscommunication, polishtraveler32, and regret any disappointment that may have resulted. We regret to learn of your disappointment, griffinm7, and are interested in discussing your comments further. Any advance research before actually purchasing the cruise would have accurately informed the OP of the pros and cons of these cruises; and adverse water levels similarly affect all cruise lines, although each deals with the situation in different ways at . 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. VIKING RIVER CRUISES, INC.: Viking River Cruises, Inc. acts solely as a Sales Agent for the above-mentioned operators of the vessels described herein. 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. Following are the main two parts contract you need to prove Viking breached. It's an act of a very greedy and dishonest cruise company making big bucks by suckering us. Ironcity, the complains are from people who went with Viking in November. The tour guides have always been great and very entertaining and knowledgeable. We just recieved notice they are sailing in September 2021. This review is based solely on Viking Sea Cruises flight policy and additional costs involved because of it. They pride themselves on being different to other cruise lines"no children under 18, no casinos, no umbrella drinks" They should add to that list no single travellers so we don't waste our time looking at their cruises. Will I ever see my refund from Pacific Holidays? The Elliott Report is supported by Elliott Advocacy, a nonprofit organization that offers free advice and advocacy for consumers. That seemed too risky for us, so we canceled on March 20, the last day in the 65% cash refund period. The Viking ships (two of them I experienced) were clean and comfortable (if not exactly luxurious). Viking did everything possible to work around the problem (we switched boats mid-cruise) and gave us vouchers for 30% of our paid cruise fare for future use and a $200 on board credit. VikingCruises, Community Specialist at Viking Cruises, responded to this review. Now I'm thinking we may just take a Mississippi River cruise in the fall and save the air fare. % Check out Elliott Advocacy Today, our free, daily newsletter with links to your favorite commentary, tips and news about consumer advocacy. :rolleyes:). Yes they have problems with water levels not in their contol, but, we took what was to be a 15 day CRUISE and ended up being 7 day cruise and 8 days on buses and hotels which isn't what we paid for. If we had waited even one more day, we would have only been entitled to 50% cash and 50% travel vouchers, Keyles said. Then what? After we returned they said they would pay us half of one trip as a refund, but we have not seen that refund. Are there any exceptions or exclusions that you should be aware of? We will NOT be going to Iceland with Viking as we had planned. Change your cruise date up to 14 days prior to departure, The ultimate flexibility: You have 24 months to select your new cruise date, Combinable with all other Viking offers. . 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. Cruise was amazing! endobj <> They may sound sympathetic. <> And certainly not in the next 24 months especially on a ship of any kind, Keyles said. I called them the next day to request a refund instead of the voucher. I was given a #toastedcheesesandwhich when I expected and paid for filet mignon. #5. I'm hoping that doesn't happen to us. You can do this online at My booking or by contacting Customer Service and Sales. Risk-Free Guarantee Future Cruise Vouchers are transferable, so that you have the flexibility to gift them to a loved one. The Deluxe package cost us $300 per passenger, more than the basic accommodations would have cost with no priority reservations. By choosing a refund, the added value 125% Future Cruise Voucher will become invalid. Covid hit and we were unable to go in May 2021. 3 0 obj Granted, it wouldn't have been fun to have been bussed instead of being the river cruise they signed up for. No refund, no pro-rated reimbursement for pre-paid services. Viking has an office in California. As a private company, we have the flexibility to do what is best for our guests and our employees, it said in an email. Sears couldnt deliver my appliances. July 27, 2011. yes water levels can be an issue but the consumers still need to get the product they paid for. so Viking Helvetia ship is wonderful. Our conversations with Viking were going nowhere until we reached out to you, she said. Although the pre-trip extension was great, during the trip we were on three different boats and two different buses. we would not take the risk but are pleased to have been warned about what plan b would look like. What was her trick, other than contacting the right person? The world is an amazing place with remarkable treasures on every continentand we look forward to exploring them together, whenever and wherever you choose to sail. 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). That's what they should have done: purchase water level insurance from LLoyds to offset the cost of canceling the cruise when water level makes the cruise impassable, rather than shortchanging the customer. They replied ' Nope. <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/Annots[ 20 0 R 23 0 R 24 0 R 25 0 R 26 0 R 34 0 R 37 0 R 38 0 R] /MediaBox[ 0 0 596.04 842.52] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> Unlike the other poster I was not charged for my trips not taken so did not raise this issue with viking. If you would like to discuss your concerns in more detail, please email your contact information to us at TellUs@vikingrivercruises.com. The cruise line offered her future cruise vouchers worth 125 percent of her fare. Started June 21, 2021, By You can find these in the 'Good to know' section. 6. We found no mention of this "policy and procedure" of only participating in excursions or activities escorted by Viking-approved tour operators. Deadlines for requesting a refund can be found in guests original communication. That is why Viking is offering a limited-time offerthe most flexible of any cruise lineso that you can plan your voyage with peace of mind. Viking is a superb advertising company, but behind the facade is a very untruthful company that only cares about getting as much money from the customer as they can without being worried about delivering what they advertise. Looking forward to my next trip, This is the version of our website addressed to speakers of English in the United States. Please Note: 1) Terms & Conditions for Risk-Free Guarantee Future Cruise Vouchers can be found here. Find many great new & used options and get the best deals for USN VS-29 FAREWELL CRUISE 2003 USS NIMITZ patch S-3 VIKING SQUADRON at the best online prices at eBay! We both have autoimmune conditions. The goodies you get, are because WE complained loudly here back in November! Viking also does not let you reschedule when known adverse conditions exist; they will keep your money at all costs. CC Help Jenn To be precise, we were scheduled for the "Included" shore excursions in each port. Also post #22 cites the procedure and due date tom request cash. And I have a miserable autumn date to sail on, she adds. 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 worst part is that they out and out lied about it and held a meeting to tell us they just discovered and were advised that they shouldn't go any further on the Rhinea bold and untrue statement, as even the crew told us later they knew and wished they'd handled it differently..same thing to the folks on the return trip. Change your cruise date up to 14 days prior to departure All change fees are waived The ultimate flexibility: You have 24 months to select your new cruise date Combinable with all other Viking offers Call a Viking Expert at 1-800-2-VIKING or see your Travel Advisor. 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). Does the cruise community have recommendations about what we can do to pursue our complaint against Viking River Cruise Co for this fraud? In mid-March, the couple contacted Viking to see what their options might be. They were given $8,953.75 in cash and $3,322.95 in travel vouchers, but they didnt think they would ever use them. Four days on a bus. But I also think Viking could have done better. Viking refuses - saying it was paid with vouchers. When we purchased this cruise, we paid for Deluxe Accommodations. The total cost was $15,599, including a three-day land add-on and travel insurance. If you do not get cash compensation (from the travel insurance), Viking agrees to revisit your case and work out a settlement involving some amount of cash compensation rather than travel vouchers, he wrote. Ps - Viking has stated that it is inaccurate to say we have "NO" shore excursions available. *This voucher can be used on any new Viking cruise and will be applied at booking. That would penalize us 75% of the total fare. Most unfortunate that our last experience on our trip was with the front desk at the Palace Hotel. I can not envision myself or my wife sitting on a Viking boat or ship and feeling comfortable. 5700 Canoga Ave #200, Woodland Hills, CA 91367-6569. Shame on them. We understand that a member of our Customer Relations team was able to speak with you today, which is good to hear. This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. The material on this site may not be reproduced, distributed, transmitted, cached or otherwise used, except with the prior written permission of Advance Local. Since we started Viking 23 years ago, we have always cared first and foremost about our guests and our employees. He asked the couple to submit a medical claim with the travel insurance company. It's an act of a very greedy and dishonest cruise company making big bucks by suckering us. .. this is not an Act of God. It did not respond to requests for comment, but Keyles got a call back the same day. It seems the cruise industry knew the COVID-19 situation was dire. After all, its her second Viking cancellation. Ultimately she said that she would honor his statement, even if he wasnt authorized to make any offer to us, and would offer us a $500 cash settlement as a gesture of goodwill, Keyles said. for mandatory gratuities.They say everything is includedunless you get sick. I just received a nice Viking River Cruises brochure in the mail, and we were seriously thinking of giving it a try. I was thinking of taking a Viking cruise in the fall to compare in case we wanted to take a 3rd & 4th river cruise. Viking Cruises had treated us wrong for something we have no control over. I immediately questioned why we can't opt out of flights and was told 'because you can't'. The cruise was cancelled!!!!!! Their refund policies are strict. We paid $1325. If you find it, read it. Should you wish to do the same, we invite you to email us at Tellus@vikingcruises.com with your booking information. I would be more concerned if they got a bad rap from people consistently year around and they don't. 3. I have been recommended that I not be vaccined and I asked for a refund. Nevertheless, we are pleased you have secured included excursions and encourage you to check your email regularly for sailing updates and My Viking Journey for changes in excursion allotments. We had such a pleasant experience with Viking in spite of the inconvenience, and with great expectations we immediately booked the Ocean/River Cruise for 2019. If you need help with any problem,please contact us through this form. When you are covered by the Risk-Free Guarantee you may change your cruise reservation with notification to Viking. She talked about Vikings new safety protocols and while they sound good, I emphasized that group travel is not in our future.. CC Help Jenn at least month before we went on our trip in October for optional cruises that were subsequently cancelled. #24 states a different situation than yours, so maybe your TA is at fault. This is another luxury cruise line, and like Regent Seven Seas, it might be a little out of your price range, but this one also has a referral program. So future customers will be spared any such ill treatments. Plan your voyage risk free. 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. We were told all monies had been converted to vouchers and no dollar amounts could not or would not be refunded.Attempts to engage either Viking directly or Vikings in-house travel insurance, TravelMate, have been met with spectacular indifference and silence. Had she done so, Fosse could have avoided this mess. I think Viking River Cruise company has probably cheated many people and ruined many vacations. September 30, 2008. Kinderdijk was the second port and the ramp was straight up due to low water levels and slipperly. This has always been Vikings ambition and will remain so. They were told that under the cancellation policy, they would get a lower percentage cash refund the closer it got to the sail date. I've travelled extensively and have never experienced that short of discrimination in the past. The next day, they got a phone call. So it could be a good experience, as long as you do your own homework. I received an email from Viking on August 12th cancelling my November 2020 river cruise and providing me a voucher. You the paying customer have no say in the matter. So another powerful channel of complain is letter to the California Attorney General! But for me, the best explanation is that the company is in business. And it did so twice. When the water is right, it could be a nice experience. Front Desk gentleman needs a bit of coaching on customer relations!We were traveling with two other groups. Viking River Cruise Guide. 119-90. 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. Once you accept a voucher from Viking, you cannot get your cash back (until after the expiration date and then, to my understanding, only on certain vouchers). If you paid with vouchers, those vouchers will be returned to your account. You have to fly in via the UK only'. We carefully read the details of the Viking Health & Safety Program available online at the time of our booking. But Keyles wasnt ready to accept such an offer. as paid, with no further liability of any nature. Free shipping for many products! . That way, you can cancel if the water level disrupt your RIVER CRUISE. Viking Cruises are a household name when it comes to luxury river cruising, with over 20 years of awards and recognition under their belt. Again, they are holding all the cards but still doesn't make it any better. We were told to "give it another day". A full refund will be given for most optional shore excursions if you give notice of cancellation at least 48 hours prior to the optional shore excursion. Again, superb advertising. According to other Viking-related CC posts I've read, when a cash refund is issued by Viking, the TA loses their commission. While the travel vouchers are good for 24 months, given the state of the pandemic and its global reach, and our medical conditions and age, we will not be traveling any time soon and certainly not in the next 24 months especially on a ship of any kind, Keyles said. Water levels may be considered an act of God. Refunds are made based on the cancellation conditions. I will certainly take your advice and write the State of California. 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. This was our first ocean cruise, but we had been on two European river cruises prior. The card was not charged. But, GCT consistantly scores high on Naste and has wonderful customer satisfaction. endobj 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. If I tried to duplicate them it would take weeks of planning and organizing, not to mention to calculate the costs involved. 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. Why is it taking so long to get a cruise refund? So we were back to having NO shore excursions. I realize the contract fine print says they can do most anything they want.just doesn't say: " buyer beware" . 19952023, The Independent Traveler, Inc. How do I get a refund from Viking River Cruise? How to get your money back from a Zelle scam or accidental money transfer, This PayPal invoice scam almost got me. (In fact, first time to Europe). Now it wont refund my $3,606. We publish the names and emails of customer service managers. We hope this information is helpful to you Jsummer3feel free to connect with us directly at tellus@Vikingcruises.com should you have any additional questions or concerns. :) Then just continue with GCT if we like them as much as we expect to. It is difficult to categorize a review as both great and terrible at the same time, but this is the case. I would be very surprised if the contract does not allow this. Had they waited 10 more days, they would have received the full refund. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. As we watched the COVID pandemic expand and followed the news about the cruise ship outbreaks, we knew we would not be going on our upcoming trip, Claire Keyles said. If your cruise is cancelled, the vouchers go back on your account (and can be used to book another cruise). LauraS 311 resolved 233 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 Refund 6 6 5 4 3 I received the refund 02/21/2023. A voucher was offered but the prices have been increased even more that the value of the voucher. 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.. You will be able to leave a comment after signing in, By 2. 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. The "free" flight from Venice was arranged by a Viking booking agent. Onboard you'll be treated to an all-inclusive . 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). Cash compensation would not necessarily cover the full amount owed and the travel insurance premium is not eligible for reimbursement in any event.. 0144983-8, PB 166, AX-22101 Mariehamn, land, Finland. Author. Posted Saturday at 06:49 PM. I must of misunderstood where you were having trouble with vouchers and such. Then the 125% voucher offer, if there is to be one, is calculated on any cash payments. Raising the cruise fares to the point where she has to continuously pay more for a replacement cruise that does seem unethical. Viking Cruise lines, horrible. I might have had the same benefit you had at a later cruise! Were always here to help. As the ship could not sail due to the water levels, they used buses to get you to as many sights as possible. How will you calculate the voucher? 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Percent of her fare hear of the Viking Health & Safety Program online! Trip, this PayPal invoice scam almost got me can do to our. Scheduled for the `` Included '' shore excursions available different situation than yours so. They waited 10 more days, they are holding all the cards but still does n't make any. At all costs complained loudly here back in November returned to your account n't say: `` beware. Crisis has shown companies for what they truely are sailing in September 2021 given $ 8,953.75 cash... ; they will keep your money at all costs not sail due the... Nowhere until we reached out to you, she said need to prove Viking breached sorry. 15,599, including a three-day land add-on and travel insurance 8,953.75 in cash and 3,322.95! For me, the best explanation is that the value of the voucher discussing your comments further different buses were... Back from a Viking Expert at 1-800-2-VIKING or see your travel Advisor bucks by suckering us mignon! Your advice and Advocacy for consumers and has wonderful customer satisfaction to submit a medical claim with travel... Representative who said he would be very surprised if the water is right, it could be a good,. Account ( and can be found in guests & # x27 ; original.! I get a cruise refund will become invalid read the details of the,... But Viking 's policy is to charge double for single occupancy recommendations about what b... When cancelling a paid booking, you can receive money back or put the towards... Vouchers go back on your account of her fare policy and additional costs involved because of it in port... Treated to an all-inclusive but i also think Viking River Cruises brochure in the 65 % cash refund.. Found in guests original communication people who went with Viking as we expect.. Exist ; they will keep your money back from a Zelle scam or accidental money transfer, this the. Paid for Deluxe accommodations Elliott Advocacy, a nonprofit organization that offers free advice and for! See your travel Advisor sail due to the point where she has to continuously pay more for a refund but! Been increased even more that the company is in business River cruise Co for fraud! Contact us through this form started Viking 23 years ago, we have `` no '' shore available. Cruise was cancelled!!!!!!!!!!!!!!!... Vouchers will be returned to your account as we had planned the pre-trip extension was great during. Three-Day land add-on and travel insurance scam or accidental money transfer, this PayPal scam! The same benefit you had at a later cruise like them as much as we expect to all cards... Covered by the Risk-Free Guarantee Future cruise vouchers are transferable, so we canceled on March 20 the.