In a letter to River Cruise Advisor, Terra Travel’s Paul Seiferth writes that when Iceland’s ash cloud crippled travel to Europe — and the ability for 57 of his clients to get to the starting point for their river cruise last month, Viking River Cruises failed to do the “right thing.” Do you agree with Paul or does the responsibility for disrupted travel fall solely on the shoulders of the traveler?
Dear Editor:
Last month, we had 57 people booked on a 14-night Viking River cruise from Antwerp to Basil departing on April 18. Our group was to fly on April 17, but the flights were cancelled due to the volcanic ash.
On Monday, April 19, we contacted Viking River Cruises personnel and were told that our group would not be able to catch up with the cruise, as flights were still uncertain, and that the group members would need to go to their insurance companies for claims. What was striking about this was that other companies did the “right thing” and rebooked passengers for future cruises (Avalon, Uniworld, AMA Waterways, Collette Vacations to name a few).
We worked our way up the ladder and ended up talking with Milton Hugh, Sr. VP of Sales. He said they couldn’t get us out and wouldn’t reaccommodate us. He told us that the ship sailed and that it was not Viking’s fault that our group couldn’t get there, even though we purchased air through Viking’s air department.
We appealed, and Mr. Hugh told us that we would have an answer on Friday, April 23, a week after the flight cancellations. Of course, April 23 came and went with no answer, so I called and e-mailed on Monday April 26.
Mr. Hugh returned the call and left a message telling us that our clients were going to get their airfare back (actually coming from the airline) and a voucher for 50 percent off what they paid that could be used for a future 2010 cruise only. Not 2011, as some of our people were willing to do the same trip in 2011 that they missed in 2010.
I sent a letter and e-mails to the President (Tor Hagen ) and never had the courtesy of a return call or e-mail. I find the approach of Viking to be extremely poor. They have lost my company as a customer for the future. I would not recommend them for any future trips. If our clients choose to rebook them with the voucher, that is their decision.
Now for a completely different response: we had excellent communication and response from Travelex Insurance. Mike Ambrose was very responsive and worked with his people to do the “right thing.”
We will continue to use Travelex as a preferred partner. Also, to assist us with our group, AMAWATERWAYS and Kristin Karst stepped up to take care of our clients. AMA offered some great values on three future cruises as an option for our clients.
The point was not the fact that there was a problem with flying that made people miss their trip, but how a vendor handle the situation afterward. In that regard, I give thumbs up to Travelex and AMAWATERWAYS. I give thumbs down to Viking River Cruises.
Paul Seiferth
Terra Travel
Barbara Eshenbaugh says
My husband and I couldn’t make our Viking cruise of Southern France because our flight was cancelled. The airlines gave us a full refund, as well as the hotels in Nice and Avignon and almost a full refund from RailEurope, even though we didn’t cancel in time for the full refund at the hotels. Viking says they sent a letter to us regarding this matter, but we have not seen it yet. If we’re supposed to get 50% off on a future cruise in 2010, there won’t be much time left to use it if we don’t hear from them soon. If their competition is offering other cruises free to passengers who missed their flights, then we’ll have to consider that the next time we cruise. In fact, we may cancel the Viking cruise we’ve put a down payment on for 2011. We’ve been on AMA cruises twice and know they are comparable, and this tips the balance in their favor.
Anna says
I have to agree with Paul that Viking did not step up. At least offer the 50% off for 2011 as well as 2011. I do agree to a point about insurance should cover and it should be purchased but to not to proactive and do something to help fix such a huge group is alarming.
Karen & Robert Boblett says
Viking isn’t the best operator. They send out these flyers every month with the prices crossed out and a new price over it –usually 1/2 off. If you check the other river boat operators, you find that their cruises are always the 1/2 off price or close to it. Oh yes, all money must be paid up front to get this so-called low price. And, next month, you get another flyer with a different last payment option date with the same thing described as the month before. They have one new boat and are charging more for their cruises on that boat. I guess they expect the customer to pay for it. Oh yes, this has been going on for a long long time. When they want my money way ahead of time, it makes me wonder and we end up booking with someone else who takes a down payment with the rest due before sailing –not the whole amount of $ in Viking’s pocket instead of ours.
Phyllis Rimkus says
I’m glad we booked our 1st river cruise with AMA, per Mr. Grizzle’s recommendation. We were shut out from our tulip cruise by the volcano and received full credit from AMA towards the Danube cruise we will be taking next week instead. We will be loyal AMA customers for years to come!