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Wow! Where to start... after arriving in Europe we received an email from Viking stating it was ‘possible’ there could be an issue due to low water levels. This email was sent AFTER we were on our flight, which Viking arranged for us. On our ride to our departure point, Nuremberg, Germany, our driver told us about a horror story one of his recent passengers shared about their Viking River Cruise. That’s when we started researching on Cruise Critic. What an eye opening read that was. These issues have been going on for over two months! We read horror stories about multiple ship swaps, long bus rides, missed ports, hotel stays, etc... it was enough to make us change our mind about cruising the “Romantic Danube” with Viking. Multiple reviews also mentioned that Viking sent them the same email, but only AFTER they were in Europe. This is clearly part of their MO of dishonest and manipulative behavior. After reading Viking’s so called “Satisfaction Guarantee”, we decided to invoke our rights and cancel our cruise immediately upon arrival at the ship. We spent hours with the Viking Jarl hotel manager and on the phone with Natasha Harris in Viking’s customer service office while our driver waited outside with our baggage. When we told Natasha in customer service that we wanted a refund, which is clearly stated as our right in their service guarantee, she told us we could leave the ship if we wanted, but she could not guarantee a refund. She said our claim would go in front of a review board AFTER we returned to the United States. We weren’t going to walk off the ship after paying thousands of dollars without any guarantee of a refund! That’s their whole plan. Who would pay for a trip and walk away without taking it without a refund? We were told once we set sail that (shockingly) we would have to stop the ship at a random port and take an hour and a half bus ride to and from Passau, Germany. Then we found out we would have a FOUR HOUR bus ride the following day, past Passau, and to another random port to SWITCH ships. Meanwhile, we are missing our first day in Vienna, the highlight of our trip! Today, our first night onboard the new ship, they tell us they will also be bussing us back and forth to Budapest, an hour and a half each way, 2 days in a row. This is NOT what we signed up for. This is not what we PAID for. From past reviews, we knew there would be major issues before we set foot on the first ship. That’s why we tried to get a refund from the beginning. Viking knew there would be issues well in advance and they CHOSE to keep that information from us. Their dishonesty upsets me as much as anything else. They keep their passengers in the dark until the last minute and then act surprised that there are issues. They are dishonest and manipulative. Just say NO to Viking.

DO NOT GO! Viking is dishonest at every turn!

Viking Jarl Cruise Review by Samanthademer

14 people found this helpful
Trip Details
Wow! Where to start... after arriving in Europe we received an email from Viking stating it was ‘possible’ there could be an issue due to low water levels. This email was sent AFTER we were on our flight, which Viking arranged for us. On our ride to our departure point, Nuremberg, Germany, our driver told us about a horror story one of his recent passengers shared about their Viking River Cruise. That’s when we started researching on Cruise Critic. What an eye opening read that was. These issues have been going on for over two months! We read horror stories about multiple ship swaps, long bus rides, missed ports, hotel stays, etc... it was enough to make us change our mind about cruising the “Romantic Danube” with Viking. Multiple reviews also mentioned that Viking sent them the same email, but only AFTER they were in Europe. This is clearly part of their MO of dishonest and manipulative behavior. After reading Viking’s so called “Satisfaction Guarantee”, we decided to invoke our rights and cancel our cruise immediately upon arrival at the ship. We spent hours with the Viking Jarl hotel manager and on the phone with Natasha Harris in Viking’s customer service office while our driver waited outside with our baggage. When we told Natasha in customer service that we wanted a refund, which is clearly stated as our right in their service guarantee, she told us we could leave the ship if we wanted, but she could not guarantee a refund. She said our claim would go in front of a review board AFTER we returned to the United States. We weren’t going to walk off the ship after paying thousands of dollars without any guarantee of a refund! That’s their whole plan. Who would pay for a trip and walk away without taking it without a refund? We were told once we set sail that (shockingly) we would have to stop the ship at a random port and take an hour and a half bus ride to and from Passau, Germany. Then we found out we would have a FOUR HOUR bus ride the following day, past Passau, and to another random port to SWITCH ships. Meanwhile, we are missing our first day in Vienna, the highlight of our trip! Today, our first night onboard the new ship, they tell us they will also be bussing us back and forth to Budapest, an hour and a half each way, 2 days in a row. This is NOT what we signed up for. This is not what we PAID for. From past reviews, we knew there would be major issues before we set foot on the first ship. That’s why we tried to get a refund from the beginning. Viking knew there would be issues well in advance and they CHOSE to keep that information from us. Their dishonesty upsets me as much as anything else. They keep their passengers in the dark until the last minute and then act surprised that there are issues. They are dishonest and manipulative. Just say NO to Viking.
Viking Cruises, Community Team has responded
Thank you, Samanthademer, for taking the time to share your recent Viking experience with the cruising community. We recognize that you are one of the many affected by the itinerary changes implemented in response to the historically low waters that plagued Europe this year. Though Viking makes every effort to preserve the original program, we understand that the resulting deviations may fall below some guests’ expectations. All journey adjustments are made with our passengers’ best interests in mind, and accordingly we are committed to collecting and understanding all resulting feedback so that we may grow and enhance our product for more enjoyable future experiences. Your constructive comments have been recorded for review by our Executive Team, however should you like to share more we would be happy to continue the discussion at TellUs@vikingcruises.com. Thank you, and have a wonderful day.
This response is the subjective opinion of the management representative and not of The Independent Traveler, Inc.
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