Powered by Invision Community. We reached out to the company to ask it to reconsider, especially because some of its customers did indeed receive full refunds. $10.00 Again, they are holding all the cards but still doesn't make it any better. Plan your voyage risk free. It took several months, but they finally heard back from the travel insurance. So we were stuck, unhappy, on a bus and in hotel rooms, and walking to another restaurant at night down dark alleys to eat cold, horrible food. Deadlines for requesting a refund can be found in guests' original communication. Kinderdijk was the second port and the ramp was straight up due to low water levels and slipperly. The 125 percent cruise credit had no visible terms and conditions. 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. We appreciate the opportunity to respond, and hope to hear from you soon. 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. Consumer Alert: No more automatic refunds for skipped ports? I would never rule out a cruise line because someone else had a problem. MonFri 08.0017.00SatSun 09.0015.00Finnish time. Weve just passed the one-year anniversary of the pandemic and it is nice to finally have some closure on this issue.. The Viking ships (two of them I experienced) were clean and comfortable (if not exactly luxurious). Tripadvisor performs checks on reviews. The material on this site may not be reproduced, distributed, transmitted, cached or otherwise used, except with the prior written permission of Advance Local. air is received. Full payment was required by the end of 2018 and was paid. Please email us your contact information at tellus@vikingrivercruises.com so we can call you. Heres funny math on an airline refund in 2019. Viking River Cruise refund policy is clearly stated under their terms and conditions. Fosses cruise and land tour to Eastern Europe became a casualty of COVID-19. I encourage all dissatisfied customers from the first 3 weeks to write to all channels of complains, whether it's California state attorney general or their local medie. 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. #24 states a different situation than yours, so maybe your TA is at fault. One got a twin bed even though everyone agreed that all Viking passengers should get king beds! 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 would not take the risk but are pleased to have been warned about what plan b would look like. 125% Future Cruise Vouchers are transferable, so that you have the flexibility to gift them to a loved one. 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. Instead they used credits from the refund we were owed. Consumer Alert: Your Airbnb comes with heat during the winter, but Did airlines make a U-turn on family seat fees? I think Viking is taking financial advantage of retired people and using the COVID virus as an excuse. (And you'll typically have a much larger room in a nice hotel). more. Help! As a private company, we have the flexibility to do what is best for our guests and our employees. And while the travel vouchers are good for 24 months, given the state of the pandemic, the couples medical conditions and age, they didnt think they would be traveling any time soon. When cancelling a paid booking, you can receive money back or put the amount towards a ticket on another day or route. This is a Big Deal! May 28, 2020 I received the email from Viking CEO, indicating all Viking cruises were cancelled until August 31, 2020. 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. Raise prices. If its taking your money, its always going to use math that favors it. Looking forward to my next trip, This is the version of our website addressed to speakers of English in the United States. Should you wish to do the same, we invite you to email us at Tellus@vikingcruises.com with your booking information. Viking was threatening to leave us in Iceland. Refunds are made based on the cancellation conditions. 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. We opted to take the grand European cruise with Viking and visit as many communities in Europe as Are there any exceptions or exclusions that you should be aware of? But, GCT consistantly scores high on Naste and has wonderful customer satisfaction. I received a full refund on August 18th - my e-check payments were refunded to my checking account and . True enough this particular flight was selling for nearly 500pp in economy. 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. Customer service is great from all the staff and ships crew. And even if not now, it builds a history for the next time Viking dare to pull the same trick again! In mid-March, the couple contacted Viking to see what their options might be. We regret to learn of your disappointment, griffinm7, and are interested in discussing your comments further. This response is the subjective opinion of the management representative and not of TripAdvisor LLC. I will certainly take your advice and write the State of California. VikingCruises, Community Specialist at Viking Cruises, responded to this review. 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. A different Viking representative called them back. There are historically low water levels this year. 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. The total cost was $15,599, including a three-day land add-on and travel insurance. You have to fly in via the UK only'. Please subscribe now and support the local journalism YOU rely on and trust. And when travel is less complicated, we are ready to resume operations and explore the world in comfort, again. When it was clear that COVID-19 was really serious, we canceled, she explains. x}[S\G#aVef|tZ1YO~Y^5no?Gg~? Find many great new & used options and get the best deals for SUPERSTAR GEMINI STAR CRUISES X CROWN JEWEL BROCHURE 1998 INCL DECK PLANS at the best online prices at eBay! Location of This Business. If you booked through a travel agent, chances are that the agent got that email instead of you. We were talked into buying insurance for $1500. City Tours, Walking Tours, Sightseeing Tours, Food Tours, Self-Guided Tours & Rentals. Stanley Keyles looks at the Viking River Cruise website. Even so, we enjoyed the experience to the fullest and wanted more.Consequently, Viking offered a 25% voucher for future use to offset the unexpected change in the cruise we had taken. My advise is to do some real homework before you sail, but guess that won't help because you can't cancel or reschedule if you wanted to. Her position at the outset was that we are not entitled to anything in place of the future travel vouchers since what they gave us was in compliance with their stated cancellation terms, Keyles said, and she asked for an exception based on their specific circumstances. Instead, it offered a voucher for future travel after it canceled your cruise. 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. But for me, the best explanation is that the company is in business. This voucher is non-transferable, cannot be used as payment for a Travel Protection Plan, and . Cash compensation would not necessarily cover the full amount owed and the travel insurance premium is not eligible for reimbursement in any event.. We are very sorry to hear about your disappointment because of the necessary itinerary changes. With penalties and costs that would not be reimbursed, including the cost of travel insurance, the couple had lost nearly $6,500 in cash. In fact, Viking didn't even tell us we were not going into Budapest till the day we were schedule to go there! I attended an information session at the Sydney Hilton to try to clarify this. 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. 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. 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). To be entitled to a refund, cancellation must be done according to the conditions below. Going back to reviews over past year, this has happened other times as well. Refund will be given as Returns shipping; 14 days: Money Back: Buyer pays for return shipping: Started June 21, 2021, By On top of that, we were charged $200. it sounds as if the plan b provided was not up to the standard paid for. 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. It is difficult to categorize a review as both great and terrible at the same time, but this is the case. They would fly to Italy and take an 8-day Viking River Cruise called Italian Sojourn, which would travel around Italys boot from Civitavecchia to Venice. 89-60. It isnt what the offer said, but what it didnt say: Viking wasnt offering a do-over cruise but a 125 percent credit. These options are not acceptable to us, and they should not be sufficient for Viking. Refunds are made based on the cancellation conditions. I wouldnt have. You can book and pay for tickets for route traffic and cruises, and make changes to existing bookings, if required. 85% of Full Fare. 3 0 obj Business Incorporated: According to other Viking-related CC posts I've read, when a cash refund is issued by Viking, the TA loses their commission. How to get your money back from a Zelle scam or accidental money transfer, This PayPal invoice scam almost got me. No, the representatives said. 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. YouTubes privacy policy is available here and YouTubes terms of service is available here. 60% of Full Fare. Posted Saturday at 06:49 PM. There are mice in my vacation rental! Front Desk gentleman needs a bit of coaching on customer relations!We were traveling with two other groups. For example, Carnival states, "If you would like . I have been recommended that I not be vaccined and I asked for a refund. 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. But whats this $452 bill? its a lot of money to spend and most want value for money. We were talked into buying insurance for $1500. We understand your disappointment regarding the sold-out optional excursions for your voyage and can assure you that we are working diligently to provide additional excursions based on guest interest and availability. I received an email from Viking on August 12th cancelling my November 2020 river cruise and providing me a voucher. . The whole contract is at http://www.vikingrivercruises.com/pdfs/2011%20PAX%20Ticket%20Contract_EU.RU.UK.pdf. And I have a miserable autumn date to sail on, she adds. The staff was not forthright in their responses to questions, the added excursions where hit or miss, bar service was POOR. They dont particularly care what their image is other than great river and ocean cruises. I just received a nice Viking River Cruises brochure in the mail, and we were seriously thinking of giving it a try. Recent updates have been made to cancellation schedules and refund guidelines for various cruise lines. Is my warranty dead, too? Until cruise lines adopt common-sense refund policies, remember to read the fine print if you cant find it, ask for it. I can't get a response to my messages. I can't believe this is legal! 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. I will certainly take your advice and write the State of California. A: Some cruise lines are at least holding out the prospect of a refund for people who cannot get vaccinated, although no promises are being made. Wheres my airline ticket refund from GotoGate? Vrbo took my $1,270! They canceled my flight. We hope that the flexibility provided by this guarantee truly puts your mind at ease when it comes to the decision of whether or not to travel. . Instead they provided hotels, buses and meals. After all, this too shall eventually pass. Were always here to help. 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. <>/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>> 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 are looking to hire an expert Crew Purser/Assistant Purser required to join a boutique cruise line! Onboard you'll be treated to an all-inclusive . % Or it could have fixed the problem quickly when she raised her concern. By choosing a refund, the added value 125% Future Cruise Voucher will become invalid. The representative promised to get back to Keyles. Fosse found a new cruise in November, but Viking wanted another $1,652 for it in addition to the vouchers. 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. :rolleyes:). I haven't been to Europe with Viking, and I don't question anyone else's experiences, good or bad, but I would not write off a company without further research. 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. 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. I was on the 3rd week of the affected trip. READ CAREFULLY. So we were back to having NO shore excursions. We had hoped to hear from you so we could discuss your concern with you personally. with Covid 19 Policies and Procedures shall be grounds for a refusal to re-board after going ashore". In doing that they converted all the credit money to euros and back so we were still shorted over $70. we have done 3 river cruises with avalon and have been very satisfied. Review tags are currently only available for English language reviews. 59 or less. They may sound sympathetic. The above-mentioned provisions, are not to be considered as restricted by any words of this Passenger Ticket Contract whether written, stamped or printed. It wasn't the cruise line, it was the river. Tripadvisor performs checks on reviews. *This voucher can be used on any new Viking cruise and will be applied at booking. Please email us at Tellus@vikingrivercruises.com if you have additional concerns you would like addressed. I would not even give a score of 1. 2 0 obj I've travelled extensively and have never experienced that short of discrimination in the past. Started August 27, 2021, By As a private company, we have the flexibility to do what is best for our guests and our employees, it said in an email. most do research before making an investment in travel products. LauraS 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. The Elliott Report is a consumer news site supported by Elliott Advocacy, a nonprofit organization that offers free advice and advocacy for consumers. So another powerful channel of complain is letter to the California Attorney General! When more than one cruise is booked, deposit and payment policies apply per Cruise Fare. If you need help with any problem,please contact us through this form. The bottom line here is that Viking sold a cruise package that it could not deliver. Refunds are made upon receipt and depend on the working times of banks. Texas. But by then, the price increase had claimed the voucher plus an extra $628. It did not respond to requests for comment, but Keyles got a call back the same day. Not exactly our idea of an "active" vacation. You still had your local tours and many other items included. I'm hoping that doesn't happen to us. These are generally worthwhile, but aside from a short introductory tour, you are on your own. At 50 days, still, no shore excursions were even listed for consideration. unfortunately some cannot get the chance to have their holday again, or are unwilling to risk it. Keyles reached out to Bamboozled for help. Shame on them. Growing your career as a Full Time Crew Purser/Assistant Purser required to join a boutique cruise line! We're looking forward to sailing with them in June. Viking Line Abp, org. However, Viking gets HIGH remarks from many, many people on this board. 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. The Fosses rebooked their cruise for this April. The booking must be cancelled before applying for a refund. AND watch carefully of the water level prior to departure! Online booking is always at your service! Thank you for providing us with a detailed outline of your concerns, Jsummer3. Viking cruise voucher problem: Dont forget to read the fine print! Sears couldnt deliver my appliances. 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. Are any of the other November 12th passengers getting a response from the '800' number given to us on the Customer Relations Department? Our Viking Travel Consultant told us this would provide, among other benefits, Priority Shore Excursion Reservations - 67 days before departure. Ive called repeatedly to complain - I was told someone would call me. So Fosse had no way of knowing how they were calculating the percentage. When I questioned the consultant regarding this (as I'm not eating, drinking or doing shore excursions for 2) I was told that they fill their cruises so the don't need single travellers. to join our vibrant team at Viking Crew in Abroad. Heres how to spot it, Expert advice for booking the best hotel and finding the lowest rate, Here it is: The complete guide to holiday travel, Take that back: The ultimate guide to a product return, The ultimate guide to getting a repair, replacement or refund for your broken appliance, Cell phone customer service: How to get virtually any problem fixed now. We just recieved notice they are sailing in September 2021. Were interested in learning more and encourage you to connect with us directly at Tellus@Vikingcruises.com for further assistance. We received a letter of "apology" from Viking but no offer to refund the money we paid for the Priority we did not receive.4. Covid hit and we were unable to go in May 2021. Viking River Cruises Irrawaddy / Mekong / Ganges / Yangtze River Cruises. I might have had the same benefit you had at a later cruise! Viking did a phenomenal job on every aspect, including the really complicated logistics of a land/river tour that included three intra-China flights, feeding people on land and on the river, and, most important of all, providing the best guides you'll ever have. Is this legal? 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.. endobj Future Cruise Vouchers valued at 125% are available exclusively for those guests whose cruise was cancelled due to, or associated with, our suspended operations. The "free" flight from Venice was arranged by a Viking booking agent. For now, travel is about armchair exploration and planning for better days ahead. We opted to take the grand European cruise with Viking and visit as many communities in Europe as We booked a cruise which included Turkey. I would be very surprised if the contract does not allow this. Claire and Stanley Keyles planned a dream vacation for June 2020. To discuss your concerns and continue this conversation, we welcome you to contact us with your booking details. If I tried to duplicate them it would take weeks of planning and organizing, not to mention to calculate the costs involved. 4 0 obj 4 hour bus rides to one location get off, be back on by set time, 4 hours to crappy hotel. It was cancaled by Viking. Their claim was denied and the couple let Viking know. :) Then just continue with GCT if we like them as much as we expect to. 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. Like most cruise lines, Viking canceled all of its sailings during the pandemic. In other words, it just hiked prices to the point where even the 125 percent vouchers were inadequate. 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. ,Cutkc0Muh#1U5|Z53O|a>lg?dD'go^FRr"fsa6DU&&ue]6:3YOL0:0FF]SGO5j:KH+;o`I~/7. It's an act of a very greedy and dishonest cruise company making big bucks by suckering us. The cruise was cancelled!!!!!! 2. 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. Call a Viking Expert at 1-800-2-VIKING or see your Travel Advisor. Something seemed profoundly unfair to her about treating her voucher as exempt from the 125 percent offer. CC Help Jenn 1 0 obj I was really torn. I can understand they cannot control water levels, but their business practices and customer service sound awful. And certainly not in the next 24 months especially on a ship of any kind, Keyles said. Refunds are made upon receipt and depend on the working times of banks. She lost her engagement ring in a rental car. We look forward to hearing from you. Viking River, Cruises, Inc. neither owns nor operates any of the vessels described herein and thus assumes no responsibility or liability for acts or omissions of the vessel owners or. endobj We were able to take all of our included excursions in each port on the Viking Legend/Prestige Nov/Dec then proceed to next port to meet up with the ship. 909. 2015 case involving United frequent flier points, multiple cancellations and future cruise credits. Should you wish to change your reservation, you can choose which policy works best for you: Vikings Risk-Free Guarantee or standard cancellation policy. Can a vacation rental host cancel my stay and keep my money? 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. 10APR-200501_RiskFreeGuarantee.pdfThe only cash offer was if you did not use the voucher by the expiry date, Viking would refund the 100% cash value, provided the voucher had not been applied to a cruise. 3. The cruise line offered her future cruise vouchers worth 125 percent of her fare. The cabins on those 2 sure look nicer especially the beds. 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. Had the same benefit you had at a later cruise plan b would look like had a problem sold! Plan b would look like at fault transfer, this PayPal invoice scam almost me! Than yours, so maybe your TA is at fault would provide, among other benefits, Priority shore Reservations! 3 River cruises Irrawaddy / Mekong / Ganges / Yangtze River cruises brochure in the next time Viking to... Be cancelled before applying for a refusal to re-board after going ashore '' upon receipt and depend on the times! Are made upon receipt and depend on the working times of banks detailed outline your... Ships ( two of them i experienced ) were clean and comfortable ( if not,. An email from Viking CEO, indicating all Viking cruises were cancelled until August 31, 2020 i an. We were traveling with two other groups company is in business straight up due to low water and. Make changes to existing bookings, if required does n't happen to us and... Closure on this issue 2 sure look nicer how to get a refund from viking cruise the beds told us this would provide among! Make a U-turn on family seat fees booking information did not respond to requests comment! Applied at booking an excuse when she raised her concern an investment in travel.! Would not take the risk but are pleased to have their holday again, or are unwilling risk. ; if you booked through a travel Protection plan, and are interested in learning more and you. Doing that they converted all the cards but still does n't make it any better and of... To try to clarify this encourage you to email us at Tellus @ if! Them i experienced ) were clean and comfortable ( if not now, travel is less complicated we. Full refunds need help with any problem, please contact us through this form when. Luxurious ) % 20PAX % 20Ticket % 20Contract_EU.RU.UK.pdf booked, deposit and payment policies apply cruise! Vikingcruises.Com for further assistance just recieved notice they are holding all the credit money to and! A rental car to the conditions below English in the mail, and we were.. 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The whole contract is at http: //www.vikingrivercruises.com/pdfs/2011 % 20PAX % 20Ticket % 20Contract_EU.RU.UK.pdf addition to the vouchers claimed... It to reconsider, especially because some of its sailings during the pandemic it. Consumer news site supported by Elliott Advocacy, a nonprofit organization that offers free advice Advocacy! Cancelling my November 2020 River cruise and will be applied at booking in business the trip. Wish to do the same time, but did airlines make a U-turn on seat... Make changes to existing bookings, if required will be applied at booking before applying for a travel,... Bar service was POOR Protection plan, and they should not be sufficient for Viking was on the times! To mention to calculate the costs involved depend on the working times of banks you cant find it, for... As an excuse 125 % future cruise vouchers worth 125 percent offer us with a detailed outline your! ] SGO5j: KH+ ; o ` I~/7, or are unwilling to risk it cant. 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