Trying to help my Parents with a Viking nightmare

[Viking-nightmare]

Hi,

 

My parents have an AUS and NZ cruise booked from Christmas to past new years. It was going to be their first trying with viking and first time to that part of the world. They were so excited. They flights were also booked through Viking and they had purchased additional insurance. Due to the Winter Cyclone in the US their flights were cancelled. They then could not contact Viking due to the office being closed for Christmas. The emergency number said they could not get flights rebooked.

 

Now they are on the phone with customer service and are being told that they can’t get flights, can’t get a refund, can’t be given any credit, and the insurance is saying it does not cover this scenario.

 

At this point they feel scammed out of an enormous amount of money with nothing to show for it. They thought viking was a high end line but are left with nothing and no recourse.

 

Does anyone have any contact for someone at Viking that can make this right?

 

At this point I just have to warn everyone to read through all your contracts you sign with Viking carefully because they are the kind of company that will trick you out of your money and not deliver anything back. Be warned!

 

I am happy to provide more details, but would have to ask my parents. No doubt it is my parents “fault” for giving this company their money, but they are absolutely devastated over Christmas. What a shame!

 

 

[LindaS272]

8 minutes ago, Viking-nightmare said:

Hi,

 

My parents have an AUS and NZ cruise booked from Christmas to past new years. It was going to be their first trying with viking and first time to that part of the world. They were so excited. They flights were also booked through Viking and they had purchased additional insurance. Due to the Winter Cyclone in the US their flights were cancelled. They then could not contact Viking due to the office being closed for Christmas. The emergency number said they could not get flights rebooked.

 

Now they are on the phone with customer service and are being told that they can’t get flights, can’t get a refund, can’t be given any credit, and the insurance is saying it does not cover this scenario.

 

At this point they feel scammed out of an enormous amount of money with nothing to show for it. They thought viking was a high end line but are left with nothing and no recourse.

 

Does anyone have any contact for someone at Viking that can make this right?

 

At this point I just have to warn everyone to read through all your contracts you sign with Viking carefully because they are the kind of company that will trick you out of your money and not deliver anything back. Be warned!

 

I am happy to provide more details, but would have to ask my parents. No doubt it is my parents “fault” for giving this company their money, but they are absolutely devastated over Christmas. What a shame!

 

 

Tellus@vikingcruises.com. And keep calling customer service until you get someone who can help. Escalate to supervisors.

 

Executive Contacts

Primary Contact
Stephanie Maldonado  
Director Customer Relations
5700 Canoga Avenue
Suite 200
Woodland Hills, CA 91367
1-833-367-5312 
Stephanie.Maldonado@vikingcruises.com

Secondary Contact
Clecio Primo
Senior Vice President, Contact Center and Air Operation
5700 Canoga Avenue
Suite 200
Woodland Hills, CA 91367
(833) 367-5312
clecio.primo@vikingcruises.com

Edited December 26, 2022 by LindaS272
Added exec contacts

[JM0115]

I would definitely check the fine print for trip insurance. Was this Tripmate through Viking or a separate insurance policy?

[Viking-nightmare]

Thank you Linda! I sent them this info. Their Christmas Eve and Day were spent on this and all day today they were on the phone not getting anywhere with customer service. I am really hoping they can get some kind of resolution. This is their first time trying to travel since Covid and they are in shock!

[Viking-nightmare]

3 minutes ago, JM0115 said:

I would definitely check the fine print for trip insurance. Was this Tripmate through Viking or a separate insurance policy?

That is the thing, I am sure buried within the fine print Viking is within its rights, but how horrible! If they can’t get anywhere they will have a lawyer review everything, but who wants to be a legal expert when trying to book a vacation in order to not get taken to the cleaners? They thought they were being careful buying the insurance. They even rebooked their flights before the storm trying to make sure they could leave on time, but flights were cancelled anyway.

 

so just be warned, don’t trust this company! Have your lawyer review everything first!

[SantaFe1]

59 minutes ago, LindaS272 said:

Tellus@vikingcruises.com. And keep calling customer service until you get someone who can help. Escalate to supervisors.

 

Executive Contacts

Primary Contact
Stephanie Maldonado  
Director Customer Relations
5700 Canoga Avenue
Suite 200
Woodland Hills, CA 91367
1-833-367-5312 
Stephanie.Maldonado@vikingcruises.com

Secondary Contact
Clecio Primo
Senior Vice President, Contact Center and Air Operation
5700 Canoga Avenue
Suite 200
Woodland Hills, CA 91367
(833) 367-5312
clecio.primo@vikingcruises.com

Yes, Linda’s contacts are the same ones I have.  I also have another number for the Woodland Hills office, although no name is attached to it.  1-877-523-0579.  Try everything!
 

the Viking Air emergency number I have, and have used, is 877-523-0576.

 

I don’t know the itinerary,  but couldn’t your parents join the cruise down the line?  I know some cruisers missed the WC in FLL a few days ago and were able to fly to and board the ship a couple of days later.  
 

good luck!  

[Viking-nightmare]

Thanks all! They are on the phone trying! We are on our own cruise in the Caribbean about to do a shore excursion. Will update this thread if they can get a resolution.

[Iloveketo]

Fingers crossed someone can help…

[Babr]

Seems that the insurance provider bears first responsibility. Whoever sold the policy to your parents should be assisting them. It may be that this could be covered under Trip Interruption rather than Trip Cancellation since there were no other flights, and the interruption in service caused them to miss their cruise. Trip Interruption can reimburse the unused portion of a trip.  It is worth pursuing if Viking doesn’t offer a satisfactory solution.

[Heidi13]

5 hours ago, Viking-nightmare said:

Hi,

 

My parents have an AUS and NZ cruise booked from Christmas to past new years. It was going to be their first trying with viking and first time to that part of the world. They were so excited. They flights were also booked through Viking and they had purchased additional insurance. Due to the Winter Cyclone in the US their flights were cancelled. They then could not contact Viking due to the office being closed for Christmas. The emergency number said they could not get flights rebooked.

 

Now they are on the phone with customer service and are being told that they can’t get flights, can’t get a refund, can’t be given any credit, and the insurance is saying it does not cover this scenario.

 

At this point they feel scammed out of an enormous amount of money with nothing to show for it. They thought viking was a high end line but are left with nothing and no recourse.

 

Does anyone have any contact for someone at Viking that can make this right?

 

At this point I just have to warn everyone to read through all your contracts you sign with Viking carefully because they are the kind of company that will trick you out of your money and not deliver anything back. Be warned!

 

I am happy to provide more details, but would have to ask my parents. No doubt it is my parents “fault” for giving this company their money, but they are absolutely devastated over Christmas. What a shame!

 

Your parent's experience is most unfortunate.

 

Based on your post, your parents were unable to fly, due to their flights being one of thousands in North America that were cancelled coast to coast due to weather. Your parents contacted the 24/7 number that is provided to all pax, but they were unable to book new flights.

 

The 24/7 emergency number does rebook flights that are missed, as I know a couple that contacted them at 02:00 last week and were found the last 2 seats on an alternative flight. However, with the number of cancelled flights, if no seats are available, the 24/7 emergency department can't possibly book new flights in time to make the cruise. Viking are only a travel agent when booking flights, so I'm having difficulty understanding how Viking are at fault, if the airlines have no flights available.

 

You noted your parents purchased travel insurance, which is a prudent investment to mitigate the financial risk. Surely, you should be working with the insurance company to get a refund for your parents.

 

BTW - if your parents purchased travel insurance through Viking, again Viking are only a sales agent, as the insurance is through Tripmate. I suggest reading the Tripmate insurance policy to determine if this is a covered event and dealing with them.

 

If they used Tripmate, here is the online URL to initiate a claim

 

https://www.tripmate.com/main/claims/

 

[PasadenaDave]

Flying between Christmas and New Years provides little leeway for changes given how full flights are.  Flying Boston to Ontario, CA twenty years ago December 26,Jet Blue, missed flight due to snow got on standby to Oakland.  We had over two hours delay and multiple de icing sessions.  We pulled back to the gate and people were offered to get off but we were told that there were no seats on the airline leaving Boston until January 3.  Flight loads are higher now so I suspect it is tough to find an empty seat anywhere in the US for the remainder of this week.

 

 I have great sympathy for them, but this matter might be out of everyone’s control, but they should get the courtesy of an answered or return phone call.

[LindaS272]

1 hour ago, PasadenaDave said:

I have great sympathy for them, but this matter might be out of everyone’s control, but they should get the courtesy of an answered or return phone call.

As well as compensation, which it isn’t clear if they’ll get that.

[CurlerRob]

10 minutes ago, LindaS272 said:

As well as compensation, which it isn’t clear if they’ll get that.

I would expect that the airline (whether through Viking or directly) would provide a refund or at worst a credit for the trip, although this could be subject to the fare class used by Viking Air.

 

Most trip cancellation/interruption policies cover a loss due to common carrier failure to meet schedules due to weather issues. For example, from a current policy of mine - "Missed Connections, Travel Delay - An involuntary change in the schedule of an airline flight, tour or cruise ship that is providing transportation for a portion of your trip, which causes you to miss a connection or to interrupt your trip".

 

Hopefully, this will be the case for the OP's parents. 🍺🥌

[PasadenaDave]

1 hour ago, LindaS272 said:

As well as compensation, which it isn’t clear if they’ll get that.

Yes, but it is still very early in the process and this is the busiest travel period of the year before throwing in major weather issues.  For crying out loud Southwest had 2/3 of their flights canceled Monday.  None of this is easy for the airlines, travel companies or travel insurance providers.  I say that despite my low expectations for customer service these days.

You are correct in that nothing is clear.

[LindaS272]

12 hours ago, Viking-nightmare said:

Now they are on the phone with customer service and are being told that they can’t get flights, can’t get a refund, can’t be given any credit, and the insurance is saying it does not cover this scenario.

Was primarily referring to this statement by the OP. I hope they can get through to someone with authority at Viking.

[shadowlover]

What travel insurance would not cover this scenario?  It's the whole purpose that I buy it....Important reminder to buy insurance from a broker whom you can ask a zillion questions like I do.  I buy from Steve from the trip insurance store.  Not only does he guide you with what you need, but will also help you file a claim.  At this point it is most definitely the insurance company that needs to step in, not sure about viking. 

(On a somewhat separate note )We definitely noticed cost cutting and service issues on our recent trip.  We went down to guest services to inquire about our departure time (it was the earliest for a a later flight which viking booked through viking air) and the representative actually rolled her eyes at us.... I had to walk away.

[longterm]

20 hours ago, Viking-nightmare said:

At this point they feel scammed out of an enormous amount of money with nothing to show for it. They thought viking was a high end line but are left with nothing and no recourse.

 

At this point I just have to warn everyone to read through all your contracts you sign with Viking carefully because they are the kind of company that will trick you out of your money and not deliver anything back. Be warned!

If they had read the agreement they signed, they would see that it clearly states the policy on refunds or cancellations; on our invoice, which they sent when we booked the cruise, it states this very clearly (see screenshot attached, which is for a cruise we have in 2024).

 

It's not fair to blame Viking for something that is not their fault; the customer is responsible for understanding the terms of the contract he or she signs. This weather situation wasn't a surprise; if someone had called Viking well before the storm and checked on it (as I certainly would have), I'm sure they would have been as helpful as they could be under the circumstances. 

 

Calling Viking "scammers" and saying that Viking is "the kind of company that will trick you out of your money" is totally unjustified. These sorts of statements on a public forum are not only inaccurate but unfair.

 

Edited December 27, 2022 by longterm

[Selion]

22 hours ago, Viking-nightmare said:

the insurance is saying it does not cover this scenario.

I'd like to know when the insurance was purchased/in force, and which insurance company.

 

Edit:  You need to focus on working with the insurance, not Viking.  To Viking your parents are no-shows.  Under the T&Cs, Viking doesn't owe your parents anything.  Even though your parents bought insurance through Viking, Viking is not the insurer.  I find it interesting the "insurance" (in quotation because you didn't say which one) stated it doesn't cover cancellations & delays due to bad weather.  I attached the TripMate document Viking sends with every booking.  Learn the coverage and work it out with TripMate.  That said, I've always bought travel insurance separately instead through the cruise lines.  Makes a lot easier to figure out who to deal with and avoid this kind of confusion.

Tripmate_Travel_Protection.pdf

Edited December 27, 2022 by Selion

[FlyerTalker]

Quick tip:  Don't rely on a cruiseline to set-up and deliver alternative flight arrangements.  Though you should be contacting Viking, you should be doing a parallel contact directly with the airline.  Yes - phone lines are jammed, but don't put all the responsibility on Viking (or any cruiseline) to provide you with an alternative itinerary.  Folks need to step up and get involved themselves.

 

And, of course, actually posting the cities, dates and flights would make it easier for those of us with airline tools to give you information.

[oskidunker]

Good reason not to fly during the holidays. I would never book a cruise during this week.just me.i am retired. Can go anytime. No need to subject myself to the holiday crush.  Also I have friends who claim that when you buy airfare through the cruise line , they guarantee you will get on the ship. I have known this is a myth but others subscribe…

[Pushka]

5 hours ago, FlyerTalker said:

Quick tip:  Don't rely on a cruiseline to set-up and deliver alternative flight arrangements.  Though you should be contacting Viking, you should be doing a parallel contact directly with the airline.  Yes - phone lines are jammed, but don't put all the responsibility on Viking (or any cruiseline) to provide you with an alternative itinerary.  Folks need to step up and get involved themselves.

 

And, of course, actually posting the cities, dates and flights would make it easier for those of us with airline tools to give you information.

Many airlines wont deal or even talk with you if you used a Travel Agent to make the booking, eg Viking Air. It is a good reason and why I don't use travel agents. 

[Pushka]

1 hour ago, oskidunker said:

Good reason not to fly during the holidays. I would never book a cruise during this week.just me.i am retired. Can go anytime. No need to subject myself to the holiday crush.  Also I have friends who claim that when you buy airfare through the cruise line , they guarantee you will get on the ship. I have known this is a myth but others subscribe…

Some don't have that opportunity for choice of times. 

[oskidunker]

2 minutes ago, Pushka said:

Some don't have that opportunity for choice of times. 

True.

[1985rz1]

39 minutes ago, Pushka said:

Many airlines wont deal or even talk with you if you used a Travel Agent to make the booking, eg Viking Air. It is a good reason and why I don't use travel agents. 

Here is the US, we can separate functions:  use a TA cruise specialist for the cruise to get benefits and an advocate if there is an issue with the cruise, and buy our own airline tickets directly.

Edited December 27, 2022 by 1985rz1

[Pushka]

5 minutes ago, 1985rz1 said:

Here is the US, we can separate functions:  use a TA cruise specialist for the cruise to get benefits and an advocate if there is an issue with the cruise, and buy our own airline tickets directly.

Yes, we can do similar, but using an advocate would take a lot more time to get sorted in Aus. I use Viking to book the cruise and sort out my own flights. If airfare is included as part of the cruise price then I ask Viking to reprice it for me. Australia Viking as we can't use US Viking.