BEFORE THE TRIP-CALL CENTER ISSUES

Viking does not train the call center staff well and I was given wrong, inaccurate information regarding questions and specific travel details. Mistakes were made regarding the flights, trip extension dates, what was/was not included, and important information not shared which has effected what we could and couldn’t see due to "holiday days" in Berlin. After a letter to the CEO and a number of phone calls we were given a ship credit. Viking could not explain why information provided by call center reps was not always correct such as pushing us to leave later in the month because the ship was newer which not the case. This forced us to extend and incurred more expenses. Doubt that we will take another cruise with Viking because of the call centers wrong information and the problems encountered as a result. The call center rep told me that if you extend in Prague that the extension in Berlin was automatic, however that was not correct. Our flights were re-booked with new dates and there was a $200.00 charge which we had to pay. The call center never explained that the return flight was not with Lufthansa but United and had we not found this out ourselves we would have had a serious problem at the airport looking for the wrong gate/terminal. No one at the call center knew that the Semper opera tour was schedule on the tour plan and we purchased tickets online ourselves. No one at Viking was willing to assist us with the hotel extension in Berlin nor give us any booking information. I had to resolve this problem on my own taking four hours of my time with Hilton reservations to book the room for us. This was EXTREMELY difficult for me to do with the cost of phone calls, time on the internet and worry if we'd have a hotel room for the extension period of one night.

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