And certainly not in the next 24 months especially on a ship of any kind, Keyles said. #24 states a different situation than yours, so maybe your TA is at fault. All the reasons why you cant get a refund for your destination wedding. Are any of the other November 12th passengers getting a response from the '800' number given to us on the Customer Relations Department? They never disappoint you. If we had waited even one more day, we would have only been entitled to 50% cash and 50% travel vouchers, Keyles said. I wouldnt have. Or it could have fixed the problem quickly when she raised her concern. The Fosses rebooked their cruise for this April. $10.00 We are very sorry to hear about your disappointment because of the necessary itinerary changes. CC Help Jenn Imagine my astonishment when the 125 percent turned out to be based on the $628 we spent for the rebooked cruise so a mere $785, she says. Check out Elliott Advocacy Today, our free, daily newsletter with links to your favorite commentary, tips and news about consumer advocacy. to join our vibrant team at Viking Crew in Abroad. Our trip last May was extraordinary. I've already done my part. They charged us 846.00 each to get a plane ticket. 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. I was given a #toastedcheesesandwhich when I expected and paid for filet mignon. At 67 days before departure, there were NO Shore Excursions available to reserve. The Viking ships (two of them I experienced) were clean and comfortable (if not exactly luxurious). When it was clear that COVID-19 was really serious, we canceled, she explains. 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. I would never rule out a cruise line because someone else had a problem. 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. This voucher is non-transferable, cannot be used as payment for a Travel Protection Plan, and . Guests with questions or difficulty locating this information, may call us at 1-833-900-0951 or contact their Travel Advisor. They have used them quite a few times. MonFri 08.0017.00SatSun 09.0015.00Finnish time. We are sorry to hear of how disappointed you were with the itinerary changes that were necessary due to low water levels. 125% Future Cruise Vouchers are transferable, so that you have the flexibility to gift them to a loved one. Hertz billed her for eight extra days on her car. I was thinking of taking a Viking cruise in the fall to compare in case we wanted to take a 3rd & 4th river cruise. You still had your local tours and many other items included. I booked a trip of a lifetime to celebrate my 60th Birthday. Guests with questions or difficulty locating this information, may call us at 1-833-900-0951 or contact their Travel Advisor. But Keyles wasnt ready to accept such an offer. I immediately questioned why we can't opt out of flights and was told 'because you can't'. So future customers will be spared any such ill treatments. <>/Metadata 582 0 R/ViewerPreferences 583 0 R>> This is an act of God, but, Viking knew of this situation and opted to use their contract to the fullest extent of the law and not advise any of the clients in advance of the fact we wouldn''t be on a cruise but a cross country bus tour. If its taking your money, its always going to use math that favors it. Our position as an advocacy organization is that cruise lines should offer full refunds after a second cancellation, even if a passenger has accepted a future cruise credit. In late June, Keyles got a call from a Viking representative who said he would be reviewing the case. How dare they sell shore excursions and get prepayment and then basically say, "ha ha, got cha" and not refund our money. Water levels may be considered an act of God. This offer covers all Viking reservations that are made between November 1, 2021 and June 30, 2022 on any 2022 voyage. VIKING RIVER CRUISES, INC.: Viking River Cruises, Inc. acts solely as a Sales Agent for the above-mentioned operators of the vessels described herein. We think we were able to reach a reasonable settlement and are glad to put this behind us, Keyles said, noting that Viking asked them to sign a non-disclosure form that prevented them from giving the details of settlement. Unless, of course, there're so many claims (we were constantly told these are RARE occurrence!!! 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. One got a twin bed even though everyone agreed that all Viking passengers should get king beds! .. this is not an Act of God. . Please subscribe now and support the local journalism YOU rely on and trust. 3 0 obj Suggest you let your friends know how Viking takes care of their paying customers. When we purchased this cruise, we paid for Deluxe Accommodations. That would penalize us 75% of the total fare. ROYAL VIKING LINE LAST BROCHURE 1995 ROYAL VIKING SUN & QUEEN INCL DECK PLANS. Tripadvisor performs checks on reviews. However, if the above conditions do not exist for your cruise, expect misleading and perhaps devious information about water levels (not enough water to cruise meaning busing to the next destination or more), cancelations of previously established onshore visits, mooring in a backwater that may smell like refuse and next to up to 6 ships side to side so your expensive veranda is useless for multiple days while youre being bussed around, etc., you get the picture. 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. 0144983-8, PB 166, AX-22101 Mariehamn, land, Finland. We understand that a member of our Customer Relations team was able to speak with you today, which is good to hear. If you have a consumer problem,please contact our team at Elliott Advocacy through this form. Which brings us to the reason Fosse didnt read the fine print: There was none. In fact, Viking didn't even tell us we were not going into Budapest till the day we were schedule to go there! fortunately as travel consumers we have lots of choice. When I didn't get my phone calls answered, I posted there and they reacted. 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. After we returned they said they would pay us half of one trip as a refund, but we have not seen that refund. Ive waited a year for my river cruise refund. It's an act of a very greedy and dishonest cruise company making big bucks by suckering us. The cruise line offered her future cruise vouchers worth 125 percent of her fare. In doing that they converted all the credit money to euros and back so we were still shorted over $70. I would be very surprised if the contract does not allow this. 5. The 125 percent cruise credit had no visible terms and conditions. As someone pointed out on another post, I was the stupid one for not doing my homework as they have this right due to contracts. We even had the insurance! 125% Future Cruise Vouchers are transferable, so that you have the flexibility to gift them to a loved one. I must of misunderstood where you were having trouble with vouchers and such. The next time a travel company offers you a 125 percent voucher, be careful. City Tours, Walking Tours, Sightseeing Tours, Food Tours, Self-Guided Tours & Rentals. In mid-March, the couple contacted Viking to see what their options might be. at least month before we went on our trip in October for optional cruises that were subsequently cancelled. 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. Check out our directory. I've already done my part. 5700 Canoga Ave #200, Woodland Hills, CA 91367-6569. :) Then just continue with GCT if we like them as much as we expect to. Ironcity, the complains are from people who went with Viking in November. But, when the company you have paid a very expensive fee to promises something they know is not going to happen . But whats this $452 bill? Posted Saturday at 06:49 PM. With all Cruise cancelled, but refused to give us a refund. 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. Community Rules apply to all content you upload or otherwise submit to this site. 3 downloads. Did we mention it's free? After all, its her second Viking cancellation. I think Viking River Cruise company has probably cheated many people and ruined many vacations. And heres a 2015 case involving United frequent flier points. 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.. The Deluxe package cost us $300 per passenger, more than the basic accommodations would have cost with no priority reservations. Use of and/or registration on any portion of this site constitutes acceptance of our User Agreement, Privacy Policy and Cookie Statement, and Your Privacy Choices and Rights (each updated 1/26/2023). Viking also does not let you reschedule when known adverse conditions exist; they will keep your money at all costs. :|?OK>wv&OMj?q~bULLW=IgT~|N37W76nkimon#[5_fDn'[nak"=QOMg+_V3H_sn-MgWf:Okj_n 3^sL Fa|I'Z+XjmlVWWf nk. You'll find it cost considerably less. Unfortunately, during the voyage, I became ill. We decided to fly home from Rome (as originally this was part of the trip). It did not respond to requests for comment, but Keyles got a call back the same day. A: Viking should fully refund your cruise. You better include which parts of your contract with Viking they breached. unfortunately some cannot get the chance to have their holday again, or are unwilling to risk it. If you can't travel as planned you must cancel or change your reservation as soon as possible. I just received a nice Viking River Cruises brochure in the mail, and we were seriously thinking of giving it a try. 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. 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. 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. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. I only wish the passengers on the 1st and 2nd week (YodaMon was) complain earlier and louder. Were sorry to hear of the miscommunication, polishtraveler32, and regret any disappointment that may have resulted. With all Instead they provided hotels, buses and meals. They may offer a voucher on future cruises, but seldom a cash refund. Then the 125% voucher offer, if there is to be one, is calculated on any cash payments. Refund will be given as Returns shipping; 14 days: Money Back: Buyer pays for return shipping: By choosing a refund, the added value 125% Future Cruise Voucher will become invalid. Copyright 19952023 The Independent Traveler, Inc. Amazing, Funny & Totally Awesome Cruise Photos, Click here to reload the page in order to enable certain features, Policy regarding COVID related Discussions, 120 days or more - voucher reissued - $100 cancellation fee, 120 or less they reissue voucherwith less money. 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. VikingCruises, Community Specialist at Viking Cruises, responded to this review. Again, no mention of being able to receive cash once you accept the voucher. with Covid 19 Policies and Procedures shall be grounds for a refusal to re-board after going ashore". it sounds as if the plan b provided was not up to the standard paid for. Guests will have 24 months to select their new date and use their Risk-Free Guarantee Future Cruise Voucher to make a new reservation on any river, ocean or expedition cruise. 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. But all was not lost. We just recieved notice they are sailing in September 2021. Exceptions to this payment policy apply for cruise tours more than 35 days, including Viking's World & Grand Cruises which require a 20% deposit of the Full Fare at time of booking the cruise tour. Plus, the ride to the airport cost us $49.00 each. 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. But I also think Viking could have done better. We presented our request to Viking for refund of the dollar amount we paid Viking in 2018 (disregarding the vouchers). We both have autoimmune conditions. CC Help Jenn <> Free shipping for many products! Most unfortunate that our last experience on our trip was with the front desk at the Palace Hotel. Online booking is always at your service! 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. Full payment was required by the end of 2018 and was paid. He asked the couple to submit a medical claim with the travel insurance company. 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. its a lot of money to spend and most want value for money. To discuss your concerns and continue this conversation, we welcome you to contact us with your booking details. Viking River Cruise Guide. I can't get a response to my messages. She sent them a brief email outlining her grievances. The next day, they got a phone call. Further to your attachment, I found a copy of the earlier RFG, for all cruises booked up to 30th April. You can find these in the 'Good to know' section. Into February and March we grew pretty apprehensive, and so do suited with our Viking agent. Posted August 21, 2020. 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. Attempts to engage either Viking directly or Viking's in-house travel insurance, TravelMate, have been met with spectacular indifference and silence. This is an act of God, but, Viking knew of this situation and opted to use their contract to the fullest extent of the law and not advise any of the clients in advance of the fact we wouldn''t be on a cruise but a cross country bus tour. Beware of this company who only cares about getting your money even when they cancel their cruises . Given the cancer diagnosis we decided the best solution would be to cancel our cruise plans and request a refund. Im happy that my team and I could assist. We opted to take the grand European cruise with Viking and visit as many communities in Europe as (In fact, first time to Europe). Not much Viking can do about that. please contact our team at Elliott Advocacy through this form. Wheres the refund? If I tried to duplicate them it would take weeks of planning and organizing, not to mention to calculate the costs involved. Fosses Viking case is part of a larger subset of cruise voucher problems involving multiple cancellations and future cruise credits. Consumer Alert: No more automatic refunds for skipped ports? ,Cutkc0Muh#1U5|Z53O|a>lg?dD'go^FRr"fsa6DU&&ue]6:3YOL0:0FF]SGO5j:KH+;o`I~/7. We publish the names and emails of customer service managers. Viking was threatening to leave us in Iceland. If you need help with any problem,please contact us through this form. I appealed twice and they still refused a refund. I will certainly take your advice and write the State of California. Thank you. CC Help Jenn Please email us at Tellus@vikingrivercruises.com if you have additional concerns you would like addressed. Ten days later, on March 30, Viking announced the cruise was canceled and 100% cash refunds would be given to customers but only for those who hadnt canceled previously. Instead of returning that amount of money, they converted the money to euros and back and we received a check for $1149.61 which is over $170 less than we paid. No, the representatives said. Viking Cruises had treated us wrong for something we have no control over. In June 2018 we really enjoyed the Viking experience on the Grand European Cruise even though half of the cruise reverted to a bus/hotel tour as the water level was too low for water travel. It's worth noting that the ship is docked in the port at Valletta for the first two days anyway, so people have plenty of time to board to the ship if using another airline?They're loss. Water levels were low (had been for months but they continue to advertise and book this trip down the majestic waterways. Customer satisfaction does not exist for them; only money talks.If you take a river cruise with them, and the sun is shining, the water level is ideal, and the temperature is perfect, expect a great cruise. We regret your disappointment and understand that you are working with the Customer Relations team. Like most cruise lines, Viking canceled all of its sailings during the pandemic. But their offers are clearly disingenuous. Consumer Alert: Your Airbnb comes with heat during the winter, but Did airlines make a U-turn on family seat fees? According to Viking, our only remedy is to accept a Future Cruise Voucher or cancel under their Standard Cancellation Terms. 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