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Thank you. A place on the excursion I tried to book. You could tear down the house and build a dam there, but that is not what is going to happen.. That's our policy. The complaint has been investigated and resolved to the customers satisfaction. Desired outcome: The even occurred in February of 2023. The Po River flows 400 miles across the top of Italy from the Alps to the Adriatic Sea. It is obvious to the casual observer that VRC is not in financial distress as they have added ships to their fleet and the CEO is listed a a billionaire. Viking is bringing back river cruises to Europe in July. We booked a Viking River Cruise with AAA travel in August of 2019 for $14,497 for two people which excludes the insurance cost. ***. However, you wont be entirely out of luck if your itinerary changes once you arrive at your ship. we went to our connecting American Airlines flight with our Boarding We used these to book on cruise OJUXXXXXX Booking Number XXXXXXX. Rather than focusing on the number of complaints, BBB considers how frequently and effectively those complaints are resolved. One thing Amawaterways and many other river lines do is run two ships simultaneously on the same one-way itinerary, with one ship starting at one end and the other on the opposite end. Cost includes $12.95 plus applicable local sales tax. Maybe 10 years from now we cruise the Danube and Rhine in January/February/March and we stop in the summertime because August is too hot and there are low water areas., We dont know what the future will bring, he continued. Because there was no time for a further delay, we paid the tickets to the airline. We also paid Port Tax for Honduras even though they chose not to book and pay to use the pier there. Simply make the simple changes to the hotel reservations so that one of the rooms includes two beds. They said they did not think we could get a refund as our money had been converted to a voucher and vouchers were not refundable with our insurance. Viking Cruises has ceased all operations in Russia this year in response to the Russian invasion of Ukraine. But it is for us. Simply make the simple changes to the hotel reservations so that one of the rooms includes two beds. . Viking Polaris Current cruise: 13 days, one-way from Buenos Aires to Valparaiso-Santiago Viking Expeditions Tracker Itineraries Deck plans Accidents Viking Neptune Current cruise: 137 days, one-way from Fort Lauderdale to London-Tilbury Viking Ocean Tracker Itineraries Deck plans Viking Mars Current cruise: 14 days, one-way from Sydney to Auckland 23. We would appreciate any help you can provide in helping us to get the rest of our money back. (Enrollment required for select benefits.). Trip value now ********** On 12 November 2020 we booked another cruise and added an additional ******** to bring our out of pocket total to ********** All transactions took place before before the rollout of a "vaccine", vaccine cards, a Presidential and CDC mandates. We did not see ANY of Spain. . Multiple tests were run, including a Covid test, which came back positive. We used our voucher prior to the expiration of the voucher, to book a cruise for March of 2023. We may receive compensation when you click on links to those products. Thanks for reaching out, M Mulmech., although we regret to learn of your disappointment with your hotel arrangements. This guarantee is combinable with all other Viking offers available. Editorial Disclosure: Opinions expressed here are the authors alone, not those of any bank, credit card issuer, hotel, airline, or other entity mentioned herein. What does Viking do Nothing. Look at the Mekong you dont cruise in May, June, July and August because its too hot. Advertiser Disclosure: Some links to credit cards and other products on this website will earn an affiliate commission. It, along with the Viking Sky, is classified as a small ship, with 465 staterooms, capable of carrying 930 guests. That trip was cancelled do to covid, and we were assured by Viking that everything was fine and we rebooked for Jan 2022. We called our AAA travel agent and she notified Viking on September 17,2022, we were scheduled to leave on September 22,2022. Check with your cruise line on current cruising conditions and what you can expect from them. We were informed by the booking person at Viking that we could change the date as necessary for as long of period of time, even years down the road. My husband and I booked with Viking in December 2019 for the Rhine Getaway Cruise for December 2020. Not impressed and wi never book another trip with this company. We booked a January 2021 cruise. ******************************************************************************************************************************** We were looking for the same cruise we originally booked but for 2024. See what a point or mile is worth with our appraisals of a loyalty programs currency, based on redemption values. TPG values it at $1,600. This post contains references to products from one or more of our advertisers. In addition to requiring all guests and crew be fully vaccinated before setting foot on board the 930-passenger Viking Sky, the cruise line implemented a robust contact tracing system, daily PCR. . Viking have done this every year since 2012, knowing they are unable to dock there but still taking Port Tax from every passenger. We will not be booking with Viking again. The typical characteristics of river boats regardless of cruise line are about the same. Viking has cancelled all 2022 departures of its Russian river cruise itineraries and ceased all operations in the country for the remainder of the year. Wouldnt that booking choice make it clear to Viking that pre and post excursion bookings would also require separate beds? Most all other cruise lines have dropped this mandate. "They disembark in the morning, they go on the shore excursion, and they come back on the other side on the sister ship. By the time I could ring Viking, the excursion was sold out and the drinks package price had increased. Jim. Viking collects 3 fares for a 2 person room. Another section of river that can be negatively affected by low water levels is the Danube, past the last lock in Slovakia heading downriver toward Hungary. But due to a serious health issue we along with our Drs said that it was not feasible for us to go. Telling us that a voucher has no cash value is a shoddy business practice at best. The Rhine River in general is not that deep. If, however, we forfeit the ******* spent in anticipation of this vacation, Viking would loose us as customers, but as a sophisticated internet user, my wife will use her homebound time posting this saga on as many travel sites as possible. These hotels are Marriott and hilton properties that have such rooms. I contact Viking customer relations, and was first told that the flight tickets were paid by Viking already. The trip was for 2021 but was also cancelled and moved to September 22, 2022.On September 16,2022 *********************** and shattered his knee-cap and needed surgery. Viking Ocean Ships Currently Sailing: Viking Jupiter Viking Orion Viking Mars Viking Neptune Viking Saturn Viking Sea Viking Sky Viking Star Viking Venus Vikings entire river fleet of over 75 ships is also actively sailing. Schreiner gives an example of two identical sister ships, AmaLucia and AmaSiena, that both sail the Rhine. I used my airline mile and hotel points to travel well and cheap. It goes against our guidelines to offer incentives for reviews. Over in Southeast Asia, a new river ship, Viking Saigon, will cruise the Mekong. Then in Philadelphia We booked a Viking River Cruise with AAA travel in August of 2019 for $14,497 for two people which excludes the insurance cost. We rebooked yet again and we're told that we had to have the vaccine before we would be able to take our trip. Here's our experience with the Viking cancellation policy. Reservation changes under the Risk-Free Guarantee will be reimbursed in the form of a Risk-Free Guarantee Future Cruise Voucher in the amount of 100% of all monies paid to Viking. (The consumer indicated he/she DID NOT accept the response from the business. Travel Codex is owned by Travel Codex, LLC. Looks like our September cruise to the Fjords is in the process of being cancelled! The 766-mile Rhine is one of Europe's most important trade routes, with container ships plying their way around its looping bends. It's a human right to have access to fresh water and clean sanitation. NEVER BUY A VIKING CRUISE VOUCHERWe will be sailing with a different cruise line and will not be back to Viking. Information provided by various external sources. We booked a river cruise (Danube) for March 2022. For every day that is altered, AmaWaterways guests will get 50% of the daily rate they paid as a future cruise credit. 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. In Europe, we dont cruise in January, February and into early March because its too cold, he explained. In November 2020, we rebooked, the Cities of Antiquity and Holy Land Cruise, scheduled for Nov-Dec 2022, paying the additional fare. We purchased Travel Protection Insurance. Due to Covid pandemic our cruise got cancelled. I specifically mentioned this scenario when I used the voucher and we were told as long as it was 120 days before departure we could rebook using our voucher. ST PAUL, Minn. There's been a lot of fanfare surrounding America's Great River cruise operated by Viking Cruises. *Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. Schreiners advice is simple: Just go. He lied. Tauck says it deals with compensation on a case-by-case basis. Our flexible deposit policy applies to new reservations only made between 17 December 2022 to 31 March 2023 and is combinable with all other Viking offers available. We didn't get to see Honduras as Viking tried to use their own tender to get to shore. Later after giving our deposit (another $8,000) we found out that ******** become a requirement to sail.My husband and I, both for health reasons can not get the vaccines and Viking to this time has been holding our money ($11,367.50) for 3 years (going to the 4th) even when we have requested several times and even hired an attorney to get our money back.When we booked the 2nd cruise, no one told us that we will loose our chance to get a refund. When you are covered by the Risk-Free Guarantee you may change your cruise reservation with notification to Viking. Refund on premium air payments that we did not receive in premiumservice. Another factor that should be considered is trip insurance. Weve taken note of your feedback and while we understand you have already been in contact with our team, if you'd like discuss this matter further we welcome you to email TellUs@vikingcruises.com with your booking information. Posted May 4, 2021. Viking Cruises will test all guests and crew for COVID-19 with daily PCR testing when sailings resume, as part of the company's new Viking Health & Safety Program, the cruise line recently announced. Viking suggested that I should talk to my travel insurance company to reimburse the cost of additional airfare cost. We have had to cancel our river cruise because of their ludicrous covid policy. Any help to resolve this matter will be greatly appreciated. This may involve the cruise line putting you up in one or more hotels and paying for restaurant meals. Other ships were docked at the pier. I ask if I could have the number to her managers boss she said no. I took into account the following factors and then made an educated guess: Taking all of these factors into account, we booked for mid-June. On 11/22 we received an email from Trip Mate regarding the resolution of our claim. We later booked a future cruise and then learned of the medical requirement which we are advised may be harmful to us because of pre-existing heart conditions. 2023 Trustpilot, Inc. All rights reserved. The pandemic has not ended, and some sailings have been cancelled due to too many Covid-19 cases onboard. We paid 529+40 USD purchasing fees each for the tickets. I want Viking to honour its Guest Cancellation Schedule and reimburse the $15,640.19 (Canadian) my husband and I paid for the We appreciate you sharing your experience, Sandy JJ, although we regret to hear of the events you've described here. Thank you. At this point we feel it's discrimination and want our money refunded. At the time we did we also asked that trip insurance be added. Viking is probably the most unsympathetic/unprofessional company I have ever experienced. If water levels fall, riverboats can have trouble sailing all the way to Budapest. From now through March 31, 2022, Viking is offering special rates starting at $599 (not including airfare) on all 2022 and 2023 departures. The Risk-Free Guarantee allows guests to change their cruise date up until 14 days before their planned departureand Viking will waive any fees. A drinks package at the original cost, when I first tried to book it. They refuse. The 5 most desirable cabin locations on any cruise ship, A beginners guide to picking a cruise line, The 8 worst cabin locations on any cruise ship, A quick guide to the most popular cruise lines, 21 tips and tricks that will make your cruise go smoothly, 12 best cruises for people who never want to grow up, The ultimate guide to what to pack for a cruise, Do Not Sell or Share My Personal Information. Like other river cruise lines, weve dealt successfully with low-water situations in the past, and we have a variety of strategies that we can deploy as necessary. We are unable to meet their requirements and therefore want our funds returned to us. Voyages offering the excursion to Floriade 2022 operate between July 16 and August 27, 2022 aboard River Empress. I also booked this trip years ago when there was not a vaccine mandate.They will not return my money of around $22000.00 They told me I did not need vaccinations for 2022 ,now I found out we do .We do not believe in the vaccinations and I told them that right out front. We have spent $25,000.00 including air far which we are also going to lose if not used by 12/31/2023. This river begins in the Alps near the Italy-French border and is fed by snowmelt. If the water issues are closer to the beginning or end of an itinerary, cruisers may have to spend a few days in hotels or bussing to destinations rather than sailing there. Obviously a 2 week notice was impossible in our situation. Bookings with more than 30 persons Conference bookings made by Customers Service and Sales Department Bookings paid by invoice by companies Companies with annual agreements Bookings with more than 5 hotel rooms The specific conditions that apply to your booking can be found in your . Cailey Rizzo. called Business since the middle seats were left vacant. I paid my travel agent in full for my cruise well before the due date, but was unable to access online booking as Viking claim the payment wasn't made. Change of travel requirements after full payment received/ignoring request for full refund. Viking Cruise recommends that their customers insure their travel & trip with Trip Mate Travel Insurance. Find the right card for you. Why? I asked to speak to a manager and was told by the person I talked to I could not but she would speak with one. Schreiner says that the last time Europe experienced extremely low water levels, in 2018, the economic impact was around 5.4 million euros ($5.4 million). Having trip insurance may pay you in full depending on your coverage. When Viking River Cruises canceled my cruise in 2021 for Covid, they gave me a cruise voucher for 125% and some optional packages as an incentive to rebook. We accepted and paid an additional insurance premium. A place on the excursion I tried to book. This allowed Viking to retain the majority of our payment since We booked a cruise in 2019 to sail early in 2020. But now some of those waterway dreams seem set to run aground. We rebooked for 2022 on 11/30/2020. Earn 80,000 Membership Rewards points after you spend $6,000 on purchases on your new Card in your first 6 months of Card Membership. If you happen to be in the same position there is a group forming to file a class action law suit against Viking. We are unable to meet VRC health requirements to participate in one of their cruises. Their luggage has been moved over automatically so by the time they arrive on the ship they have their luggage, and then they sail on the other ship back to the destination.. When Viking informed me that the alternative flight was booked, I was not told that I had to pay the tickets myself in order to obtain the boarding pass. Heres what you need to know. This met the 11/30 deadline for a "risk free guarantee" enabling change of plans up to 24 hours before sailing. airfare $2198 Call us at 800-454-0927 to speak to a Cruise Concierge today. US. Seems the generous cancellation risk free ended 30 June and despite booking direct with Viking no mention of the changes was made. Viking Cruises has cancelled all 2022 departures on its Kiev, Black Sea & Bucharest itinerary in response to Russia's invasion of Ukraine. By March 2020 Viking announced cancellations due to covid, with an additional 25% for a future booking. Viking Plans A Robust 2021 2022 Cruise Season Despite the canceled 2020 cruise season, Viking has high hopes for 2021 and beyond. Its not an American company so they feel like they can treat Americans any way they want. You will, however, still get a vacation in Europe, even if its not the one you expected. We promise not to send you any unrelated messages, Click here if youd like to unsubscribe from notifications about new complaints of Viking River Cruises. I contacted Viking and was told the vouchers were not refundable because we had not cancelled at least 2 weeks prior to departure. An insult! I told a member of staff about this and was directed to use a toilet on the top deck. The photo is from my first premium, international award flight in 2012. We only wanted our money to be applied to another cruise in 2023. Do your homework and always make informed decisions. An apology is not good enough. I also called the insurance company and was told that to get a refund we had to notify them two weeks before the trip start date. Coach would have been better. 1. The river cruise lines will tell you that low water levels are rare, and that few sailings are altered due to water levels but the truth is the risk is always present. Yazmin Hope and Libby Gallagher This years summer drought in Europe could affect your upcoming river cruise, but its highly unlikely your cruise will be canceled outright. He made the commissions, we will not sail and lose 14,000 dollars. All Mekong River cruises through Vietnam and Cambodia have been suspended until November 30. . Viking Mississippi - As of January 23, 2023 Due to damage from substantial river debris to the Viking Mississippi 's propulsion system, the ship will undergo repairs requiring the cancellation of upcoming departures. The first example of river distress is the Po River in Northern Italy. However, as everyone knows, predicting the weather is not an exact science. This card comes with a long list of benefits, including access to Centurion Lounges, complimentary elite status with Hilton and Marriott, at least $500 in assorted annual statement credits and so much more. To date we have sent a certified *** ****** ***** letter to VRC and had no response. We booked a river cruise from Istanbul to Venice. Vikings' policy allows no refund under the circumstances (i.e. I booked the flight through Viking to a Christmas market river cruise. took the call and told us that schedule wouldn't be available most likely till January 2023. We are older and don't want to keep rescheduling this with the hopes of one day being permitted to board their ship. #1. Posted September 18, 2021. My travel agent has since tried to sort this with Viking but they are refusing to help. This was a question that I asked myself before booking my Rhine River cruise. Why? Beware of Viking excursion policies. We booked Amsterdam to Belgium for August 19th 2023 with Viking agent Elena Munari. Viking, which operates both ocean and river cruises, has canceled all 2022 departures from its Kyiv, Black Sea and Bucharest itinerary . Please view our privacy policy for details about the information we share with our partners. "The safety and security of our guests and crew is always our top priority," a Viking representative told Travel Market Report. Compare the cost in points or miles to cash, and see which option is best. This meant I was unable to book any excursions or drinks package, despite trying as soon as they were released. We want our money back since we will never met the requirements to sail and we never agree to those requirements, Our booking number is XXXXXXX and is associated with ********************* ********. Just realized that the cruise booked was from Antwerp to Amsterdam. "The safety and security of our guests and crew is always our top priority," a Viking representative told Travel Market Report. About 20 poeple's bag on the flight didn't make it. Viking River Cruises 548 complaints 314 resolved 234 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 I could sail on another cruise line for a lot less money. Viking Cruises. (I doubt theyll get that right). That' our policy,. Should you have any lingering questions ahead of your voyage, we welcome you to call our Service Specialists at [protected] where we would be happy to assist where possible. Withholding of monies and shore excursion booking system failure. 140 complaints closed in the last 12 months. - Refusal to honor its cancellation policy, Viking trip shortened due to weather, no refund. In fact, everything we have come to expect from Viking exceptthere were apparently a few cases of a GI infection . The guest services lady said well you can complain at the Share your photos and videos with others to prove the truth of your words. See details. BBB Business Profiles may not be reproduced for sales or promotional purposes. This is our third time to book a trip, and in 2023, the medical requirement is still in place. Anyone can write a Trustpilot review. After many failed conversations with Viking Cruise customer service reps to obtain reassurance that we will automatically receive a refund when our cruise vouchers expire on 2/18/23, two years after the email from Viking dated 2/17/21 notifying us that our second cruise was cancelled. Their ad is wonderful but after all is said and done it is all crap. After many failed conversations with Viking Cruise customer service reps to obtain reassurance that we will automatically receive Booking number 7141933 Not your fault but took 5 flights, 1 whole day in airport, 1 whole night and 2 hotels to get to the ship 3 1/2 days late. Cannot go on a cruise if not jabbed even to countries which have no covid requirements any more. Earn 5X Membership Rewards Points for flights booked directly with airlines or with American Express Travel up to $500,000 on these purchases per calendar year. Vikings inability to resolve an issue with their on line booking. Claim your profile to access Trustpilots free business tools and connect with customers. is a travel editor for TPG, with a focus on cruise travel. After an The area is protected and thats where you have the low water issues. Royal Caribbean Group's Celebrity Cruises has canceled four sailings from March 26 through April 16 aboard the Celebrity Eclipse, which has yet to return to service, a spokesperson for the. Not at all, according to Rudi Schreiner, president and co-founder AmaWaterways as long as youre willing to be a little bit flexible. Submitting a response indicates a willingness to work with customers to make things right. Companies will need more ships to carry the same amount of cargo, increasing transportation costs all of which have a negative impact on the European economy. coach. On April 7, Virgin Voyages updated its advisory that all regular Scarlet Lady cruises are canceled through September 17, 2021. That's exactly the case with the Amex Platinum card. , I am out the $3500 no matter what) and a friend who will take my place must pay her full share of the room as well! We said yes. This matter has not been properly escalated to the legal department.Our time is running off to recover our money and we can not travel due the vaccines requirements and the only absurd respond that we get is to transfer our vouchers.We are extremely disappointed of Viking Cruises after we decided to support the company. I believe this policy and practice is clearly unfair and rather reckless. If anyone on our team wouldnt recommend it to a friend or a family member, we wouldnt recommend it on The Points Guy either. The food was awful , the service bad some waiters were very rude we were forced to do a lot of included tours or couldnt leave the ship . By. Obviously, we cannot go on the trip. Viking Ocean and River is currently operating all upcoming scheduled itineraries. They offered us a voucher for 125% or a cash refund. Not a problem for him at all. One of the most popular rivers, the Rhine has river levels falling fast. Or, you might have a few port stops changed out for new ones, or spend more time than you prefer in busses or hotels, possibly with shorter visits to destinations that now require longer bus rides. Editorial disclaimer: Opinions expressed here are the authors alone, not those of any bank, credit card issuer, airline or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities. Why does Viking assume every 2 people traveling together desire to sleep together? Italy is in the worst drought in over 70 years. Terms apply to the offers listed on this page. I am going to seek legal advice to, but this ridiculous policy has added hugely to my grieving. I hope this is something you can help with. The Rhine River is more sensitive in terms of river flow because it lacks the dams that are on the Danube River. The booking # is *******. On the last day, all running water was turned off until we left the ship. Unlike ocean cruising, river cruising has a lot of fluctuations in water levels. This was not the case. Submit a complaint and get your issue resolved. There are even more places your Platinum Card can get you complimentary entry and exclusive perks. Other viking customers from ******* on the same cruise were also booked the same flight. My husband surprised me with the explorer suite,the room was beautiful,the balcony was amazing. #VikingVictims. Because of COVID, we had to cancel the cruise, and received a voucher from Viking. AMA Waterways | Travel Requirements & Safety Protocols. There are no uniform river flows and water levels are unpredictable. We had not received any response from Viking about 10 days. Viking refused to admit to us that we were misinformed, and did not apologize, but their policy will not change. This made it impossible to catch the next flight from ***** to buenos Aries. All other passages from ******* for the same Antarctica cruise with Viking Octantis got their boarding passes with no problem. Viking changed our flight schedule at very short notice. When I asked to speak with a supervisor the "customer service" representative said "I am not allowed to transfer you - the supervisor will give you the same answer."