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:06/09/2025

  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.

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

  

  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.

  

  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: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.

   
  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,
  
  ***** ******

  

  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

• Initial Complaint

  Date:05/13/2025

  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.

  I made a reservation jan22/33 for a cruise I told the sales person *** that i had cancer and needed insurance incase thi gs got worse. He sold me the insurance a d told me I would get a 100 %refund for whatever reason I can ******. Trip mate their insurance company refused to refund the money because the first time I seen the doctor for this was before Jan 22_23, it was a preexisting condition This is not right for the sales person to book this flight sell insurance to someone he knows has cancer. Please help ***** *******

  

  Business Response

  Date: 05/13/2025

  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:04/30/2025

  Type:Product 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.

   
  Complaint: 23266203
  
  I am rejecting this response because:I have not yet heard back from anyone from Viking.
  
  Sincerely,
  
  ***** ******ase any more cabins, even though he checked and the cabin we'd booked had not been assigned to anyone else. I called customer service to see if they could reinstate our itinerary, and they too confirmed our cabin had not yet been booked by anyone else. I then spoke with a supervisor ******* who was totally unhelpful and, moreover, condescending. He said the ship was oversold and there was nothing he could do. Adding insult to injury, when I asked if he could, due to these circumstances, at least apply the $50 deposit we made on the ** Asia booking if we were to make a new reservation, he refused. He said our agent did not make a "mistake" even if he gave me "unrealistic expectations" for re-securing the cabin I had successfully booked online. Not only did we lose our booking due to bad advice from the Viking agent, we will lose our deposit if we re-book. It's not a lot of money but it's the principle! This is terrible customer service, poor agent training, and a terrible way to treat loyal customers!

  

  Business Response

  Date: 04/30/2025

  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

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching back out to us. According to our records, one of our agents has contacted you directly and this matter has been resolved. The agent you spoke to remains available should you have any further questions, and we thank you for understanding that this case is now closed.

  Kind regards,

  Viking

  Customer Answer

  Date: 05/07/2025

   
  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. The agent who contacted me (Nessa) was empathetic, extremely professional, and a great problem solver. Even though we ultimately could not get the cabin that was lost by the agent due to overbooking, she worked hard to obtain the best result for us, and promised to provide any necessary staff re-training. I really appreciated her efforts.

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

   

• Initial Complaint

  Date:04/17/2025

  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 booked a Viking river cruise on September 15, 2024 for a Mississippi River Cruise to occur on April 5th through April 12, 2025. My husband was rushed to hospital on March 9th, 2025 with an unexpected and complex medical condition that required him to be hospitalized until April 8th. I contacted my agent with Viking and requested a voucher as we did not want to cancel but obviously could not go at this time. We were denied! I do understand we should have taken out insurance but unfortunately did not. I am really disappointed that Viking could not give a voucher for a delayed trip under the circumstances as payment of $11,021.32 was paid in full last year in October. We were not at any time asking for a refund as we were hoping for an alternative travel date. This was our first Viking trip and we were celebrating our 40th wedding anniversary. With the stress of nearly losing my husband and now compounded with the loss of $11,021.32, it is so disappointing that Viking could not have provided a voucher for a later trip. We had other family members who were able to take the trip that we missed because of my husband's life threatening illness. I have reached out to Viking several times but have had no success.

  

  Business Response

  Date: 04/17/2025

  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:04/15/2025

  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.

  My wife and I booked 12 days Viking river cruise in ******* from Mar 24, 2025 to Apr 5, 2025 Holland, and paid $8,670.40, not includes option tour.Several unhappy things happened on the cruise.1.Please see attached pdf file for details. **** check-in desk on ship, I was told that our room was #*** on the first floor. Then I found there are no elevator from second floor to the first floor. It means I have to walk on steps by myself. I showed my handicapped license to the check-in desk. I was told that the room number was assigned by Viking officer, the ship didnt know, I asked to talk to officer, I was told that the time zone is different and no one answer phone.4.Then I asked the detail location of the room #***.. 5.The manager told me that he found my message in Viking computer system. The message mentioned that I am a handicapped person with cancer and I rquest a room near by elevator, looks like no one care of it. I asked the rule how Viking arrange the room location for customers, by age? By booking time? By health condition? By draw lots? Or no any rule? just depends feeling of a Viking employee? He didnt answer ******* the evening, I was told that they move me to the room #*** of the other Viking ship. However, I only got a temporary room card but no internet log in password. I asked the reason, I was told that the headquarter of Viking didnt issue the wifi password to us. As you know, internet was important for us so I could inform my family member I am okay or not, also, I need to know if my family member ok or not.7.Until the evening of the second day, we got wifi passwort. I lost 1.5 days while other customers going city for tour. The cruise ship told us they credit back $141 (Eru) to us each person. We paid $4,335 each person, almost $361/day, Now Viking refund $141 only for 1.5 days loss? Viking should cancel the trip and refund $1,692 to each custom! !total 4 pages with 16 items, please look details at the pdf file attached

  

  Business Response

  Date: 04/15/2025

  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:04/15/2025

  Type:Service or Repair 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 took a river cruise a few years ago with my adult daughter. Was not a great trip, At All. Two big issues... 1. you only had available food for breakfast, lunch and dinner. If you were hungry between those times or on an excursion and missed lunch and was hungry when you got back too bad, eat the available cookies by the coffee machine and/or wait for your next meal. 2. The other was, me being stalked by a very tall '***** looking' employee the entire cruise. I avoided him as much as I could but the boat was small. I wasn't in fear because my daughter was with me the entire time.. I didn't want to cause an issue on such a small boat and complained when I got home. (They offered me $200.00 off my next cruise). Ha!!! Do you believe that?? $200.00??? Unbelievable!!! I told them no, and that I would never go on another Viking cruise again. I then asked them to stop mailing me the upcoming cruise deals booklet. That was a few years ago!!! Since then I have called several more times, spoke to several people on several occasions, representatives,, mgrs, etc. and finally was told my information was finally removed from their system. Yet all that the mailings still continued!! With them not helping, I signed up to not have junk mail sent to my house. Yet again Their mail continued except, my name has been taken off the booklet and it's just now my address. I really feel like I'm being harassed. I'm tired of this and it's causing me stress and each time I see something from Viking Cruise line it takes me right back to that stalker!!!! I've done everything possible. Why have they not removed my address from their mailing list like they said? I would like answers.

  

  Business Response

  Date: 04/15/2025

  Thank you for reaching out to us. In order to assist we need a little more information from you. Kindly email ***************************************************** with the customer ID # found on your back of your most recent brochure. 
  
  We appreciate your time and look forward to your response.

  Kind regards, 

  Viking