Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my Viking cruise and was told there would be a $2,700 penalty because I missed the deadline for the lower $100 per person cancellation fee. Viking claimed I didnt contact them until June 17, 2025. Thats false. I called and left a voicemail with my Viking **** ******, on Monday, June 16 at 1:56 PM ET the first available business day after the cancellation deadline, which fell on a Sunday and Fathers Day. I have a screenshot confirming the call.When my attorney followed up on my behalf, Viking first said the deadline was June 15. After we showed proof of the June 16 call, they shifted their explanation and claimed the deadline was actually June 14. This change was never communicated in writing beforehand and seems to have been used to justify keeping the penalty.They also dismissed my voicemail to ******, saying it wasnt linked to my account, even though it came from my phone and was clearly tied to our cancellation. Their refusal to accept documented proof, acknowledge internal inconsistencies, or offer any flexibility feels deceptive and ********* filing this complaint to document how Viking has handled this situation and to warn others. Their policy enforcement changed mid-discussion, and they ignored a valid cancellation attempt made in good faith. This isnt how a company that values its guests should operate.

  

  Business Response

  Date: 06/27/2025

  Thank you for reaching out to us here. We've arranged for a member of our team to review your comments and follow-up with you directly. 

  Kind regards, 

  Viking

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB Complaint Against Viking Cruises Booking Number: ******* Cruise: Rhine Getaway June 28 to July 5, 2025 Date of Booking: November 25, 2024 Amount Paid: $9,796.00 (paid in full)Date of Incident: June 9, 2025 Business Name: Viking Cruises Complaint Description:I booked a Rhine Getaway cruise with Viking Cruises (Booking #*******) for travel from June 28 to July 5, 2025. I paid in full on November 25, 2024$9,796.00. Sadly, my wife passed away unexpectedly on June 9, 2025. I contacted Viking immediately to inform them of this heartbreaking loss.Unfortunately, I was met with no sympathy or support. The representatives I spoke to were cold and unhelpful, offering no guidance or assistance. I was told no refund or credit would be given, and no option to rebook was offered. Viking has held our payment for over seven months, yet showed no willingness to accommodate a sudden and tragic life event.I understand that policies exist, but when a death occurs, especially so close to the departure date, I believe a compassionate and human response is both appropriate and expected. Instead, I encountered a company unwilling to help during one of the most difficult times in my life.Desired Resolution:I am requesting a full or partial refund of the $9,796.00, or the ability to rebook a future cruise using the payment already made. I am willing to provide a copy of my wifes death certificate to confirm the circumstances. This request is made in good faith, with the expectation of reasonable accommodation under very difficult personal circumstances.

  

  Business Response

  Date: 06/26/2025

  Thanks for reaching out to us here. We've arranged for a member of our team to review your comments and follow-up with you directly. 

  Kind regards, 

  Viking

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  14 days ago I booked a vacation on Viking travel. I called today to cancel that travel and the travel is not expected until March 26. On the information that is easily readable on many contracts that were sent. It indicated that I would have my deposit back less $100 if the cancellation occurred more than 120 days before the schedule trip My deposit was over $********** I was informed that I would not be receiving any refund of my money because I live in the state of ************, which affords 10 days until companies can penalize youfor canceling trip insurance and losing the trip insurance money. Our traveling companion who lives in ******** is getting her full deposit back less $100 because shelives in ******** which affords *************************************************************************************************************************************************************** my life have I thought that different customers get different penalties based on where they live.The Viking supervisor acknowledge that this is their choice and not law but despite this were more than willing to keep my $1900. It seems me that refunds of this type should be made very very clear as opposed to expecting a customer to see everything in tiny print for a tripthats not scheduled till next March and then start looking up Pennsylvania State law

  

  Business Response

  Date: 06/24/2025

  Thank you for reaching out to us here. We've arranged for a member of our team to review your comments and follow-up with you directly. 

  Kind regards, 

  Viking

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23507235
  
  I am rejecting this response because:
  

  I do not trust that I will hear from the business and have already spoken with multiple people at this business unsuccessfully. Additionally, since Ive made my original complaint, I have discovered that they also misled our traveling companion as she never received a cancellation email and when she called the day after I had called, they claimed they had never gotten a message for me to cancel the trip for her which is absolutely categorically false. They also have never actually canceled my trip because apparently they were upset that I had hung up on the supervisor I had formally canceled my trip with the phone representative and was only speaking to the supervisor to contest the lack of a refund. Further and going back over my notes I was never told that our initial deposit had anything to do with travel insurance number one number two I was told that travel insurance was necessitated for this trip and included in the package. Therefore, I never read anything about travel insurance refunds because why would I have? I relied on the information provided me by phone when I booked. replied on the information regarding the policy for refunds which included a full refund less $100 if made one more than 120 days before embark. All I need is for the company to confirm in writing that they are making that refund to me I do not wish to talk with them further

  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 06/26/2025

  Thanks for reaching back out to us. We understand our agents have been in contact with you regarding your initial complaint. We've forwarded the additional comments to our team, who will reach out to you directly. 

  Kind regards, 

  Viking

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23507235
  
  I am rejecting this response because:
  
  again, when I booked this reservation, I was never told that the deposit had anything to do with the travel insurance. The only thing I was told about travel insurance is that it was part and parcel of the package. I was also told that the refund policies were outlined in the columns on the contract,

  I had absolutely no reason to look at any other information regarding the travel insurance at that time. Even if I had all it says is that it has to do with state laws. To expect customers to look up state laws when they dont even know they need to look up state laws its just outrageous. This is deceptive business practices, and I was deceived. Additionally, when I have traveled and have purchased travel insurance, the travel insurance is always refundable until the trip is commenced commenced. Ive never seen anything other than that. So you folks are wrong on multiple fronts.

  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 07/01/2025

  Thank you for getting back in touch with us. According to our records, our team has previously addressed this matter and the case is now considered closed. If you would like to continue the conversation, the agent who contacted you remains available and happy to assist.

  Kind regards, 

  Viking

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -- Case background 4/11/2025, Viking opened excursion booking on my cruise (VIK#*******) when I reserved a few excursions and paid for by ****** at 3.3% discounted price. Soon after that, I cancelled all, except one, excursions. 4/30/2025, I received Viking refund eCheck. However, the refund amount is $48.35 less than my canceled payment. I called Viking on 6/18/2025. The Viking agent told me that it was Vikings policy to deduct 3.3% from the refund amount because my payment was on 3.3% eCheck discounted price. This is not right. I explained to the agent by a simple example: I booked a excursion priced at $103 and paid $100 with eCheck discount. When I cancelled the excursion the next day, I should I get my $100 payment refund. The agent said it is the Viking policy to deduct 3.3% from the refund and I could only get $97 instead. I told her that if she applied 3.3% to the undiscounted price $103 that would give her $100 same as that I paid for and entitled to refund. The agent said she had talked to her supervisor and confirmed that Viking's policy is to deduct 3.3% from the refund amount, i.e. I can only get $97 refund for the $100 paid. I am speechless. It is common sense: If I paid $100 for a product, then I should get $100 back in the refund. -- Details:(1)4/14/25, I paid Viking Excursion $3587.57 after 3.3% eCheck discount was applied (see attached my checking account: ********************** charged $268.83 + $3****** = $3587.57)(2)I cancelled all excursion except one which I had paid $268.83 with eCheck 3.3% discount. As the result, Viking should refund $3 ******, i.e. $3587.57 - $268.83 (see attached Viking pre-purchased shore excursions invoice which shows the excursion price $139 x 2 = $278. I had paid $268.83 by eCheck with 3.3% discount)(3)4/30/25 Viking refund $3270.39 (see attached my checking account: ********************** refund $1533.66 + $1736.73 = $3270.39)(4)Refund shortage $48.35, i.e. $3****** - $3270.39 (5) My Request: $48.35 refund

  

  Business Response

  Date: 06/23/2025

  Thank you for reaching out to us here. We have arranged for a member of our team to review your comments and follow-up with you directly. 

  Kind regards, 

  Viking

• Initial Complaint

  Date:06/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 23, 2025, I booked Viking Cruise #******* for myself and my wife, paying $12,397.17 in full. On April 4, 2025, after 4 medical consultations, I was forced to cancel due to a sudden, serious neck condition requiring urgent surgery. My surgeon scheduled the operation for April 28, 2025, with a mandatory 3-month recovery. On April 19, Viking was provided with a physicians letter documenting my medical crisis and travel restriction.Despite receiving clear medical documentation, Viking refunded only $6,198.17 and kept $6,198.17 as a cancellation penalty. This was not a voluntary cancellation, but a medically unavoidable situation that no reasonable person would foresee or willingly choose. Making matters worse, I suffered a stroke on May 12, 2025 while recovering, and I remain under physician care and attending physical therapy 3 times per week.Viking's rigid application of its cancellation policy under these extreme circumstances shows an absolute lack of good faith. No services were rendered; no benefit was received. Their retention of over $6,000 violates basic consumer fairness and may constitute unconscionable contract enforcement, unjust enrichment, and breach of good faith and fair dealing under multiple state and federal consumer protection laws.I respectfully request BBB assistance to resolve this immediately. If Viking refuses to issue a full refund, I am prepared to file suit in small claims court, initiate chargeback proceedings for non-performance, and file additional complaints with state and federal regulatory agencies.

  

  Business Response

  Date: 06/23/2025

  Thank you for reaching out to us here. We have arranged for a member of our team to review your comments and follow-up with you directly.

  Kind regards, 

  Viking

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23497153
  
  I am rejecting this response because:

  We have already communicated multiple times regarding this matter. We are asking for a full refund based on the extenuating circumstances related to unforeseen serious health issues as described in our complaint.
  
  Sincerely,
  
  *** ***********

  

  Business Response

  Date: 06/26/2025

  Thank you for reaching back out to us. We've passed your additional comments to our agents, who will contact you directly. 

  Kind regards, 

  Viking

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have repeatedly tried to have the junk mail from Viking stopped. For a while it was and now I get daily brochures. We have a community mailbox that doesn't have a lot of space for this garbage

  

  Business Response

  Date: 06/11/2025

  Thank you for reaching out to us here. To ensure successful removal from our mailing list, please email us your customer ID #, located on the back of your most recent brochure, to ****************************************************** We hope to hear from you and have a lovely day.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23437664
  
  I am rejecting this response because:
  I have already done that twice and still get no resolution 
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 06/13/2025

  Hello. We have located your customer ID number and have removed you from our mailing list as requested. Please allow up to eight weeks for all mailings to cease, as some brochures may be queued with the printer or the ************ Should you continue to receive mailings past the estimated time, please contact us at ********************************* to further assist you. Have a wonderful day!

  Customer Answer

  Date: 06/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 9, 2025, I called the "Viking Expert" at the toll free number indicated on the brochure mailed to me. Customer #******** was beside our address, although we had never taken a cruise before and were not "customers". I provided my husband's credit card number to hold plane reservations for the Danube Waltz cruise but the credit card was immediately processed for the entire trip amount of $7,196 before we signed or even saw a contract and customer information form, which required passport numbers before booking. I told the Viking Agent that our passports had expired. Once we read the many contract documents, we refused to sign. We tried to deal with Viking customer service, but they claimed the dishonest agent was our travel agent instead of Viking's! We protested the charge to the account with ********, but Viking made misrepresentations to ******** claiming we were bound by the contract that we never agreed to or signed. Viking committed fraud and is a dishonorable company. I will mail you the attachments instead of downloading them.

  

  Business Response

  Date: 06/05/2025

  Thanks for reaching out to us here. We've arranged for a member of our team to review your comments and follow-up with you directly. 

  Kind regards, 

  Viking

• Initial Complaint

  Date:06/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/11/2025 we made a reservation with Viking Cruise Line, booking # *******. We tried to cancel this cruise because of my wifes health condition due to her surgery last year. She had a hiatal hernia that actually turned into a major reconstructive surgery. The surgeon said that it was the worse that he had ever seen. My wife has had her wind pipe stretched twice so she can eat better. Its been a long and stressful year of recovery for her. She cannot eat regular food, that is why we have to cancel this trip. Plus on this protection plan, I was never told if we cancel early, that the plan is not refunded. These people are lying to me. The only time I seen it was when they actually said something and sent it by email to me. Its hard to understand a lot of these agents because they have accents

  

  Business Response

  Date: 06/02/2025

  Thanks for reaching out to us here. We've arranged for a member of our team to review your comments and follow-up with you directly.

  Kind regards, 

  Viking

• Initial Complaint

  Date:05/29/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cruise ticket for ***** *****, along with 5 other passengers, including myself, in 3 separate cabins. I explicitly worked with Viking Cruise Lines (VCL) to establish myself as the point of contact, i.e., the personal representative for each cabin and the 5 passengers in the cabins. The sale was completed on 1/31/2025. I purchased ************** for ***** as well as 2 other passengers. The trip starts July 14. ***** is unable to go on the trip. I called to cancel and I was expecting that reimbursement of trip charges except for the insurance amount would be sent to me as a travel voucher, according to the "Cancel for Any Reason" clause in the contract. Viking is claiming that the voucher must be in ******* name, despite the fact that I paid for the trip and the insurance and I am the personal representative for ***** and ******* cabin, as demonstrated by Viking's acceptance of my ability to communicate and pay out of my bank account for the cabin. Note that this required formal communication from the primary member of each cabin. I am officially logged in the system as the point of contact for each cabin and was the responsible financial authority. Note that the PASSENGER TICKET CONTRACT was directly mailed to me and the contract wording, under the definitions section, explicitly indicates "The words you, your, guest and Passenger mean all persons, including minors, traveling under this Passenger Ticket Contract and each persons heirs and personal representatives. As I am the personal representative, I expect the voucher to be made out in my name. Viking is claiming that they will assign the voucher to ***** *****. This is my grievance.

  

  Business Response

  Date: 06/02/2025

  Thank you for reaching out to us here! We've arranged for a member of our team to review your comments and follow-up with you directly. 

  Kind regards, 

  Viking

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently were scheduled for a river cruise on Viking Cruise Line. The day that the cruise was scheduled to begin, Viking cancelled the river cruise portion of the trip due to what they said was low water. They waited until all guests arrived to begin the cruise then immediately cancelled the river cruise portion. They offered to use the ship as a hotel and make daylong exhausting bus rides to visit sites or return home at our expense. I am upset that they waited until all guests arrived and then immediately cancelled the trip. If we were notified prior to leaving the ** for Europe, then we would have rescheduled our trip. But Viking waited until all guests arrived, then cancelled the river cruise. It was not a relaxing river cruise, it was exhausting.

  

  Business Response

  Date: 05/29/2025

  Thank you for reaching out to us here. We have arranged for a member of our team to review your comments and follow-up with you directly.

  Kind regards, 

  Viking

  Customer Answer

  Date: 05/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I talked with Viking and I realize that there is no point pursuing this matter any further.  It is over as far as I am concerned.  Thank you for listening.
  
  Sincerely,
  
  ***** ******