Did you know that Viking and trip mate insurance are owned by the same company basically? Did you know that if something goes wrong with your cruise and you feel you need legal help you must file any claims in Sweden? Did you know most US attorneys will not defend you against Viking because of the cost and restrictions to litigate? Did you know that Viking’s cruise contract is a hold harmless contract? You do now. Buyer beware . . .
On 10/23/22 my mom fell on the Viking Antarctic explorer's maiden voyage while in port in Ushuaia. Passengers were asked to step onto the 28' stage unassisted to participate in an excursion because too many people had signed up to go and this was a “fun exercise” to reduce the number of participants. There were no safety protocols in place, no guards, no help if you didn't make it. Two Viking staff stood in the distance and captured names of people who came to them first. Mom (80 and very spry) made it, but while standing on stage, she lost her balance and fell backwards. She broke her femur at her hip. She was taken to local hospital and Viking hired a medical coordinator to help. The trip mate insurance refused to pay for her surgery and demanded that I provide a credit card with a $100k limit to pay for the surgery. (mom was drugged, alone in Argentina and not really able to make decisions on her own, I have power of attorney) The hospital threatened to discharge her after if I did not comply. I called Viking and they responded "you will need to make a decision that is best for your family, maybe another family member can help you"
I called trip mate and they said they would pay for my air and hotel to fly down if doctor confirmed she would be in hospital for 7 days. But when I called after receiving that document, trip mate denied that. Later Trip Mate did agree to cover the cost in an email the following day, I was already on my way at my own expense, they said they would reimburse me.
Mom was in the hospital 7 days and another 5 in a hotel for recovery, but unable to put any weight on her foot, still using a bedpan and unable to move well from bed to chair. Viking contracted with a medical coordinator to help us with language barriers and get us a physical therapist to help teach her how to get from chair to chair so we could travel back to US. When we were leaving Ushuaia, the medical coordinator that Viking contracted with said Viking refused to pay them. So, we paid them. They were great! Pax in Ushuaia! Trip mate did pay and make travel arrangements for us to get home to SC but they would not get me to Virginia. That was ok because I stayed with mom another 7 weeks until she was approved by US Doctor to put weight on the leg.
We confirmed mom's coverage with trip mate and filed a claim for trip cancellation, companion coverage, and the medical coordinator.
Here we are 2/23/23 and Trip Mate is only paying the companion coverage portion. ( I suppose that is because I have an email confirming that they would and since they paid for us to come home-it would be hard to deny that) but trip interruption and medical coordinator coverage was denied. Another call to Viking and their response was sorry we can't help you, maybe you can appeal. I will tell our owner and because I am sure he will be upset. Yeah, sure you will . . . sure he will . . . Please!
We can't get an attorney in the US to take the case because Viking and Trip Mate are owned by a Swedish company and the requirements in their contract state that all claims must be handled in Sweden and we must appear in person. The Viking contracts are also hold harmless, which makes them very hard to litigate, you must show malice and intent, and in those instances, Viking then claims it was a staff person’s decision acting outside of Viking policy and then we have to sue that person-which is just ridiculous. I would never work for a company that does that to their staff. I feel bad for Viking employees.
Lesson learned, not ever taking another Viking trip. This was mom’s 4th.
As an FYI, we have had to interrupt trips in the past with Princess for various reasons-so different an experience. Princess did all the reservations, checked in on us, transported our luggage, and were wonderful and kind and curious and genuine.
A few Viking staff visited mom in the hotel and brought flowers when they returned to port after the trip. They were nice they felt bad for her.
So unforgivable.
