Let me just get this out of the way: The Viking customer service reps on the phone are the WORST that I've ever dealt with. If it wasn't for their actual "front line" workers on the cruise itself, I would have given Viking 0 stars if I could.

The CSR on the phone either didn't know their own policies, or they were actually just trying to say anything to get our money. We were traveling with an elderly person, and back in 2019 before our cruise got cancelled due to covid, we asked at least 3 different times that their rooms are all handicap accessible. They assured us that they were. Well, 2 weeks before our cruise, I took a greater look at their deck plan (which admittedly I should've double checked, but I made the mistake of taking their word for it), and realized that only the rooms on the 2nd and 3rd floors are connected by an elevator. We called Viking and explained the situation, and their response was "We won't do anything about it. It's not like we went out of our way to hurt your mom." Yes, the supervisor actually said that verbatim. Despite the fact that the cruise was only about 60-65% full, they REFUSED to do anything about it (Even after we pointed out that their own CSR lied to us on the phone) unless we paid $2,000 in upgrade. Let me just say--if we had known about this inaccessibility, we would've gone with Uniworld, since their rooms on the S.S. Beatrice are all accessible by an elevator regardless of which floor your cabin is on.

We ended up paying that 2,000 "upgrade," because we didn't have a choice. The funny thing is Viking claims to not "nickle and dime," (on their own website), but to us, this is exactly what they did. Read more