We were amazed to find Viking River Cruises get the Top Travel Award for Service again-I'm sure the service used to be top class-but we and many of our co-travellers agree that service has drastically deteriorated recently-probably because so much time and money is going into their new Sea Cruise Enterprise.
Our Danube Cruise from Nuremberg to Budapest in July 2014 was a disaster from start to finish; nightmare transfers, no luggage for first 5 days, no access to the Sun Deck ever while cruising, and finally no cruise to Budapest either-we stopped short at Bratislava-200 Km. from Budapest.
Viking were able to blame every problem on others - KLM, the Danube Main River Authorities and a broken lock at Bratislava - but good customer service is most vital when things go wrong!!