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My wife and I, along with friends, took a Viking Cruise on the Danube departing September 25th, 2015 from Nuremburg, Germany. It was planned to arrive in Budapest on October 1st. It did not. Our Viking Cruise was a total disappointment, with a significant under delivery in overall customer experience due to: 1) the excessive use of bus transportation with “claimed” low waters in the Danube, 2) Viking’s lack of communication on this issue prior to our trip commencement and during its duration 3) a requirement to change ships (Viking Var/Tor) for the second half of the cruise, and 4) no completion of the trip in Budapest where we were promised an evening cruise to view this magnificent city by night. Viking well in advance of our departure knew of the low water levels. No option of canceling our trip was given. Here are the details. 1. We did not have a full and fulfilling River cruise, using bus transportation for the bulk of the trip to access towns and cities, including Passau, Melk and Budapest. Our cruise became the most expensive BUS trip we have ever experienced. The extent of our bus transportation reduced our time to experience these major cites to well below the quality that Viking committed to. One bus trip exceeded 4 hours. We even missed the first evening in Vienna and much more that was promised. 2. The extent of our river cruising on the Danube was approximately 90 minutes completing the Wachau Valley, disappointingly at the end of the day, in dark lighting. This was hardly the time to see this wonderful scenery, take great photos, and see the promised beauty of the rest of this leg of the river. This part of the cruise was promised to start at lunchtime. It did not. 3. Our trip was not completed. We did not finish our voyage with a promised evening River Cruise on the Danube in Budapest. Luckily, we had extended our trip, and purchased an evening cruise in Budapest with a local operator and experienced this magnificent city from the river, but incurred the additional cost. Viking could have figured out a way to deliver this end piece of the journey. We, as has many of our cruise colleagues have, informed Viking of our negative experiences with their Danube Viking Cruise, asking for refunds and credits. We have communicated via email to VP Customer Relations, Jason Pashko, Head of North America, and Torstein Hagen, CEO of Viking. We have heard no replies after requesting for personal phone calls to better describe our experience. We have been left with Customer Relations Case Managers who have offered us a 25% credit on a future trip. Consistent with Viking’s “divide and conquer” approach to customer complaints, they refuse requests for taking the issue to senior management, and have offered credits ranging from 20% to 35% on a future Viking Cruise for our cruise colleagues. This is ridiculous. Why would an organization the size of Viking offer differing compensation levels across customers on the same cruise, all experiencing the same shortfall in experience? How DISAPPOINTING!!!!!!!!!

Viking - A Bus Cruise or River Cruise of the Danube?

Viking Tor Cruise Review by Mjlewis73

3 people found this helpful
Trip Details
  • Sail Date: September 2015
  • Destination: Europe
My wife and I, along with friends, took a Viking Cruise on the Danube departing September 25th, 2015 from Nuremburg, Germany. It was planned to arrive in Budapest on October 1st. It did not.

Our Viking Cruise was a total disappointment, with a significant under delivery in overall customer experience due to: 1) the excessive use of bus transportation with “claimed” low waters in the Danube, 2) Viking’s lack of communication on this issue prior to our trip commencement and during its duration 3) a requirement to change ships (Viking Var/Tor) for the second half of the cruise, and 4) no completion of the trip in Budapest where we were promised an evening cruise to view this magnificent city by night. Viking well in advance of our departure knew of the low water levels. No option of canceling our trip was given. Here are the details.

1. We did not have a full and fulfilling River cruise, using bus transportation for the bulk of the trip to access towns and cities, including Passau, Melk and Budapest. Our cruise became the most expensive BUS trip we have ever experienced. The extent of our bus transportation reduced our time to experience these major cites to well below the quality that Viking committed to. One bus trip exceeded 4 hours. We even missed the first evening in Vienna and much more that was promised.

2. The extent of our river cruising on the Danube was approximately 90 minutes completing the Wachau Valley, disappointingly at the end of the day, in dark lighting. This was hardly the time to see this wonderful scenery, take great photos, and see the promised beauty of the rest of this leg of the river. This part of the cruise was promised to start at lunchtime. It did not.

3. Our trip was not completed. We did not finish our voyage with a promised evening River Cruise on the Danube in Budapest. Luckily, we had extended our trip, and purchased an evening cruise in Budapest with a local operator and experienced this magnificent city from the river, but incurred the additional cost. Viking could have figured out a way to deliver this end piece of the journey.

We, as has many of our cruise colleagues have, informed Viking of our negative experiences with their Danube Viking Cruise, asking for refunds and credits. We have communicated via email to VP Customer Relations, Jason Pashko, Head of North America, and Torstein Hagen, CEO of Viking. We have heard no replies after requesting for personal phone calls to better describe our experience. We have been left with Customer Relations Case Managers who have offered us a 25% credit on a future trip. Consistent with Viking’s “divide and conquer” approach to customer complaints, they refuse requests for taking the issue to senior management, and have offered credits ranging from 20% to 35% on a future Viking Cruise for our cruise colleagues. This is ridiculous. Why would an organization the size of Viking offer differing compensation levels across customers on the same cruise, all experiencing the same shortfall in experience?

How DISAPPOINTING!!!!!!!!!
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