My husband and I purchased 1st airline class tickets to/from France as part of a cruise package through the Bordeaux Region of France. We were told that if we got the insurance, the complete trip would be refunded if events occurred which would not permit us to take/complete the trip. We made payment in advance for the complete trip including airline tickets and travel insurance from TripMate. We initiated the trip as scheduled; unknowingly, I lost my passport in the Atlanta airport and was consequently unable to take connecting flight to France. We notified Viking right away and were: told don't worry you have the insurance, you'll be fully reimbursed. We submitted the paperwork and were told by TripMate, you are only covered for land and water transportation, not air so that is all we will reimburse. We paid Viking 6K for the air portion of the trip and they refused to reimburse for that. This was dishonorable because their agents told us when we purchased the package that the insurance would cover everything and subsequently, when we reported the loss of the passport that we would get a full refund. I've attempted several times to get help from Viking's customer assistance staff but was told it was my fault, consequently they won't pay. When attempting to speak to supervisors, I was told we are independent adjusters and don't have a supervisor. This is poor customer relations and of course, results in our not ever using this cruise company again. Everyone should beware of them.