May 2014 - Viking Atla to Europe
This was our first cruise which we were really looking forward to and was to be a family reunion. We are not fussy, difficult people, except when we feel we are being mistreated.
Our experience was tainted by the absolute lack of problem solving by Viking, caused by their limited customer service agents.
Viking accepts NO responsibility for their mistakes, even when called, asked a question and their people give wrong or non-answers.
DO NOT book directly with Viking. They get the discounted airfares but will not help with any travel problems, like a travel agent will. Even knowing where lost baggage is can be a problem for them. There are NO refunds for any cancelled travel. There are NO refunds for delayed travel due to airline mechanical problems. Miss your boat? Too bad.
DO NOT buy their travel insurance. Not only were we overcharged for the insurance, which they received a commission for selling, but it is a limited policy which protects the cruiseline, not you the customer.
If there are any problems or disputes, they consult their employees and will not permit you, the customer, to see what was said so their employees may alter the facts to protect their jobs.
And they are very good at non-apologies. Mr. Hagen and his daughter have no idea since letters sent directly to them are never read by them and other people intercept them. If they do read them, then it does not say much for the Hagens.