Like 81mg we were also on the Budapest to Amsterdam cruise in July which was badly affected by the Lock keepers strike and wholeheartedly agree with their comments.
Our response from Viking contained the same platitudes as those sent to 81mg and completely ignored many of the points raised. What is in question is, ironically, not the strike but Vikings culpability on how they handled the situation. They were obviously aware of the conduct, duration and probable effect of the strike but chose not to make this known to their customers prior to departure. I wonder how many people would have chosen to travel had they been advised that they would lose 50% of their cruise to an extended bus tour. Viking must have known that there was an extremely high probability that this would happen but chose the option which suited them best. Comments such as “We did send out email notifications and updated our website about anticipated modifications to upcoming sailings as lock closures became known to us, however, this was after your departure date and while you were already sailing – we weren’t able to alert you” are completely misleading. Having been supposedly unable to alert us, they kept us in the dark for the first seven days of the “cruise”. What about comments such as “..and we understand that it must have been puzzling and a little frustrating to realize that the ship did not end up delayed in Germany after all”. Please solve the puzzle for us.
The 25% reduction offer on a future cruise by Viking unfortunately seems to be the norm for the travel industry. At best, for Viking, this will be a no cost option as many customers will decide not to holiday with them again, or at worst, again for Viking, they will have future business with a little impact on overall profits. Indeed, we were offered 25% of the original booking cost, which if we decided to take the same cruise next year would, given 2014 prices, equivalent to 22.5%. I could be cynical and suggest that Viking were more than a little afraid to broach this subject on board and this may be why initial letter from Viking was waiting for us when we arrived home which was less than a day after the cruise ended.
The Viking brochure states “ Discover the highlights of Europe on Viking’s Grand European Tour, and Still enjoy time to relax. This 15 day journey carries you gently along the Rhine, Main and Danube rivers, through the most spectacular landscapes, medieval towns and imperial cities” or in Viking speak “ this may be substituted by autobahns and bland countryside”
Customers lost 50% of an expensive cruise and were extremely inconvenienced. Viking should accept this with good grace and recompense passengers accordingly.
I have one slight disagreement with the comment about the “world class” standard for the first week. This was an expensive holiday and as such the cost should reflect the standard expected. For the amount paid, it met requirements, no more and no less.
Viking River Cruise - Budapest to Amsterdam - Lock Strike & Poor Customer Service
in River Cruising
Posted
Like 81mg we were also on the Budapest to Amsterdam cruise in July which was badly affected by the Lock keepers strike and wholeheartedly agree with their comments.
Our response from Viking contained the same platitudes as those sent to 81mg and completely ignored many of the points raised. What is in question is, ironically, not the strike but Vikings culpability on how they handled the situation. They were obviously aware of the conduct, duration and probable effect of the strike but chose not to make this known to their customers prior to departure. I wonder how many people would have chosen to travel had they been advised that they would lose 50% of their cruise to an extended bus tour. Viking must have known that there was an extremely high probability that this would happen but chose the option which suited them best. Comments such as “We did send out email notifications and updated our website about anticipated modifications to upcoming sailings as lock closures became known to us, however, this was after your departure date and while you were already sailing – we weren’t able to alert you” are completely misleading. Having been supposedly unable to alert us, they kept us in the dark for the first seven days of the “cruise”. What about comments such as “..and we understand that it must have been puzzling and a little frustrating to realize that the ship did not end up delayed in Germany after all”. Please solve the puzzle for us.
The 25% reduction offer on a future cruise by Viking unfortunately seems to be the norm for the travel industry. At best, for Viking, this will be a no cost option as many customers will decide not to holiday with them again, or at worst, again for Viking, they will have future business with a little impact on overall profits. Indeed, we were offered 25% of the original booking cost, which if we decided to take the same cruise next year would, given 2014 prices, equivalent to 22.5%. I could be cynical and suggest that Viking were more than a little afraid to broach this subject on board and this may be why initial letter from Viking was waiting for us when we arrived home which was less than a day after the cruise ended.
The Viking brochure states “ Discover the highlights of Europe on Viking’s Grand European Tour, and Still enjoy time to relax. This 15 day journey carries you gently along the Rhine, Main and Danube rivers, through the most spectacular landscapes, medieval towns and imperial cities” or in Viking speak “ this may be substituted by autobahns and bland countryside”
Customers lost 50% of an expensive cruise and were extremely inconvenienced. Viking should accept this with good grace and recompense passengers accordingly.
I have one slight disagreement with the comment about the “world class” standard for the first week. This was an expensive holiday and as such the cost should reflect the standard expected. For the amount paid, it met requirements, no more and no less.