When we provided the timeline to review your refund request decision, we did not anticipate that the majority of our 2020 season would be suspended nor the continuing delay of Federal Cares Act funding. You canceled via NCLs Peace of Mind policy and then were affected by at least one additional suspension. Even if your scheduled travel is months away, you might be weighing your options. By CC Help Jenn Under the Fair Credit Billing Act, you can dispute the charges on your credit card for goods or services not delivered. West had booked a cruise in April, which UnCruise had not delivered. What is the Viking cancellation policy? Copyright 19952023 The Independent Traveler, Inc. Amazing, Funny & Totally Awesome Cruise Photos, https://www.nbcchicago.com/news/local/as-cruise-ships-remain-docked-passengers-say-their-vacation-money-is-tied-up/2445625/, Click here to reload the page in order to enable certain features, Policy regarding COVID related Discussions. If you plan a trip with another person a spouse, a companion, a friend and if your travel partner has to cancel, you could be stuck with thousands of dollars in extra charges. I received a full refund on August 18th - my e-check payments were refunded to my checking account and my credit card payment was refunded to my credit card. Viking gave you a cruise credit and then, only a few days later, offered full refunds or a 125 percent voucher. The Risk-Free Guarantee allows guests to change their cruise date up until 14 days before their planned departureand Viking will waive any fees. You must offer a refund to customers if they've told you within 14 days of receiving their goods that they want to cancel. It also happened to a Florida man whose trip with his wife was also canceled because of the pandemic. By We are using this period of non-operation as a time for additional training and initiatives to ensure we have the safest and healthiest fleet in the industry. You will be able to leave a comment after signing in, By Returns are refunded to your original method of payment. Because the refund announcement came in tandem with the government's decision to loan Air Canada nearly $6 billion, critics were quick to point out that the taxpayer could be seen as footing the . I doubt the OP will come back after the response they got. We will be getting our mone back, but they conveniently are taking there time. Delaying our trip even to next year isnt an option for us, he says. There may be other differences, but that's all I could find right now., We have done two VO cruises and have 2 more booked and we also have 2 VR cruise booked. This was Iberia, the Med and Malta. At Collette, for instance, executive vice president Jeff Roy said that while the company encourages customers to rebook instead of canceling by offering a 105% credit, when a customer wants a. NO checks, NO trades, NO tire kicking, you will get paid CASH on the spot! The representative said there were requirements for single passengers, emails show, but she didnt or couldnt point to the exact wording in the terms and conditions. As a private company we do not have to worry about quarterly profit expectations and that flexibility allows us the ability to do what is best for our guests and our employees. Europe's Danube River is a frequent route for Viking River Cruises. Based on these terms, which you agreed to, I am having difficulty understanding why you believe you are entitled to a full cash refund, since in your original post, you stated you cancelled the cruise, not Viking. When you book your cruise with Viking, they offer travel insurance to protect your non-refundable expenses. Did you hear the recording? This can be added on the pre-trip, post-trip or both.". Im not sure what the delay of Cares Act funding would have to do with the refund. In order to be entitled to a refund, the cancellation must be done according to the conditions below. Issuing a refund is not difficult for a company to do; in fact its a single click on most electronic payment gateways. Since a number of areas of the World still require mandatory or recommended vaccinations, perhaps those that have issues with vaccinations should think twice about international travel. Select "ok" to confirm refund. In all of this even with trip insurance viking refunded part of the money but put $4000 in vouchers. Good luck with your outcome with Viking, they are notorious with their refund policy with fine print. Thank you very much for your patience during this difficult time. rep. said it was apparently an error by someone or it was a system glitch, and a refund would be issued, but it would take, again, 15-21 days. Disgusted that on top of the fact they can cancel with such short notice and no penalties, they continue to hold onto our money. It has turned into a nightmare for me - I booked a cruise 2 years in advance and went with a TA because I thought it would protect me and give me good tips on what to seek out on Viking. First, I do understand the bad position that events have thrust on them. Cookie Settings/Do Not Sell My Personal Information. With an annual fee of $95 (a modest cost compared to the $550 annual fee of the Sapphire Reserve), the Sapphire Preferred offers up to $10,000 in coverage per person and up to $20,000 of trip . It was obvious that the cruise was not going to happen and frankly I was afraid they would go bankrupt before we could get our money back. Covid broke out and was raging in the area and around the world. I think you would find them willing to discuss options. This is a common problem during the pandemic. Hertz billed her for eight extra days on her car. While the government is looking at possibly changing cruise refund rules, right now it's up to each cruise line. (Courtesy Richard Andersen). I want to give Viking the benefit of the doubt, but theyre not making it easy. CC Help Jenn Since you only paid $14K, I'll assume you were on a short cruise of under 35-days, so the cancellation terms were: - Prior to 120-days: refund of fare, less cancellation fee of $100 pp, - 120 days to 90 days: refund of fare, less cancellation fee of 15%, - 89 days to 60 days: refund of fare, less cancellation fee of 35%, - 59 days to 30 days: refund of fare, less cancellation fee of 50%. Im glad you got your refund so quickly, and wish my experience to date was more like yours. That's right. Started August 27, 2021, By This leaves a very bad taste in my mouth for Viking, even though I had previously thought they were the best. Viking Line Abp, org. On 4/8 I receive emails to me and my husband that a credit, not a refund, was issued for a future cruise. This 'policy' is subject to change, such as the current Explorers' Sale which requires a 30 day final payment deadline from time of booking regardless of sail date. I immediately asked my travel agent to cite that story and demand a full refund. My point is that if I give Viking my money to use then I expect if not refund, credit to use at MY discretion.6. Due to this, our resources have been stretched. But there are two problems with that. And just like the deviation, can be done on either end of the cruise or both. This can vary based on circumstances. Here are the terms of UnCruises cruise credit: To West, it was simple. Select the three dots in the top right hand corner. CC Help Jenn LauraS Spent over 1 hour on phone with Viking with a rep and his supervisor. Yes, this will be the best. Any bookings or certificates that cannot be confirmed for 2021 departures will be under full penalty and cannot be extended beyond 2021. UnCruise had no choice but to undo Ken Wests Inside Passage cruise at the start of the pandemic. Since day one, it has been our mission to create experiences for our guests that focus on the destination and allow them to explore the world in comfort. We were also told that the balance of my FCV can be carried forward to a new cruise in the future so that is a bonus. Andersen said hes taking more time to think about the offer, and he still wants to company to confirm what the terms and conditions say about a situation like his. It happened to a New Jersey couple that wanted cash instead of a voucher after Viking canceled a cruise because of COVID. Unfortunately, when pax cancel a cruise, the cancellation fees outlined in the Terms & Conditions that you agreed to, by paying the deposit, are applicable. I feel we have become one large Viking family of 500,000 guests each year and 10,000 employees. A payment or claim form sent as part of an FTC settlement will include an explanation of and details about the case. Andersen asked specifically where in the terms and conditions it showed he should be charged the single supplement. Our help is free. Can I get a refund for my Marriott Vacation Club Points? When you get your legal advice for free, you get what you paid for. Were always here to help. Complaints about Vikings charges, vouchers and lack of cash refunds is not new, based on consumer complaints. 3. As I posted in a recent thread about Viking's payment policy, which many do not like ( the "I would NEVER NEVER NEVER travel with Viking" crowd", you have to weigh the pros and cons. 60% of Full Fare. And when the company is asked by the news media about individual cases, it seems to make some kind of concession but requires the passengers to sign a non-disclosure agreement, so the final resolutions are usually under wraps. Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit organization that helps consumers resolve their problems. Further on aforementioned terms will also be referred to as "Services". Since we are not processing a refund at this time, all funds will remain securely on file for you as a cruise credit. And a peril like the one West faced wouldnt have been listed in 2020. It just seems unfair even though technically Viking is allowed to do it. Refund Times UnCruises Inside Passage cruise included a tour of Glacier Bay National Park, the scenic Margerie and Grand Pacific Glaciers and the famous LeConte Bay iceberg gardens. these second cruise was cancelled because eat Viking Sun was sold. Select refund. Andersen did some research. There was no vaccination requirement when they booked their cruise, and probably none when they booked the 4/21 cruise. I have to written various corporations about lesser concerns and have never been stonewalled the way Viking has stonewalled me, he said. Get a Walmart shopping card or gift card if the returned item is equal to or more than $10. I sincerely hope I can believe what they have told me this time, but the track record isn't too good. The case will be listed at ftc.gov/refunds, along with the name of the company issuing payments and a phone number for questions. Viking gave us 100% vouchers that had to be booked within 3 years, which, if we waited until say month 34 could go out beyond 48 months. That didn't seem . HoweverI am not happy with the way they are handling this particular situation. Let's hope it goes & doesn't get cancelled again You will be able to leave a comment after signing in, By To that end, I am pleased to let you know that later today you will receive another email from Viking inviting you to join me for a video update about future initiatives, including introducing our new experience channel where we can all continue to explore the world togetherfrom the comfort of our homes. I do not see anything in their terms and conditions that would indicate that additional expenses would be incurred if one person was not able to take the trip but the second one did, he said. You say that youcancelled and rescheduled your trip. It just seems unfair even though technically Viking is allowed to do it. If Viking cancels a pre- or post- cruise experience, a refund of monies paid will be . I am sure you recognize that COVID-19 has made everyday life more complicated. I chose to go next year. Clickherefor more information about your 125% Future Cruise Voucher. Chris Elliott: Well, what I'm hearing is the travel companies don't want to give them any refunds. I immediately asked Viking for a full refund and got a rejection. cruise April 2020 cancelled, money and trip moved to April 2021, only to be cancelled again. I think he might have been able to appeal his case to UnCruise. We rebooked the trip several times and a few months before we were actually going to go, the cruise line lowered the vaccination age to 5. NavyVeteran, August 21, 2020 in River Cruising. Your travel certificate is good through December 2022. Ten days later, on March 30, Viking announced the cruise was canceled and 100% cash refunds would be given to customers but only for those who hadn't canceled previously. The Mays extension of Risk Free cancelation doesnt have cash back or 125% as credit. It gives you time and room to manuever should the environment change. Just realized that the cruise booked was from Antwerp to Amsterdam. However, if the company cancels, it should offer a full refund. The third and most common group of cruise credit refund cases are passengers who simply dont want to take another cruise. But does it have to? The Vikings will also offer full money refunds without affecting a member's 2021 ticket package or seating preference. reps (th. He paid Vantage $18,536. 59 or less. But I had only been offered a future voucher at 100%. I mostly agree with duquephart. Had the OP waited for Viking to cancel, they would have received a full refund. Viking agents are not all the same, which is why I use only one. Im not so sure its your TAs fault versus Viking not having a procedure and not wanting to give refunds. You will have 24 months to use your Future Cruise Voucher to make a new reservation on any river, ocean or expedition cruise. Inside Started August 27, 2021, By Another group of cruise credit refund cases comes from passengers who booked their cruises before the pandemic. And it goes way beyond Alaska. Get a cash refund if the returned item is less than $10. Copyright 19952023 The Independent Traveler, Inc. Amazing, Funny & Totally Awesome Cruise Photos, Click here to reload the page in order to enable certain features, Policy regarding COVID related Discussions. Shortly before the couples expected departure in April 2020, they received a disappointing notification from UnCruise, which started Wests quest for a cruise credit refund. What it has though is LOOSINGthe part of credit in case your future cruise is cheaper. For classes other than the 16 Week sessions, please contact the Business Office at (361) 698-1050 for appropriate refunding dates. Heres our complete guide to travel insurance. Viking is holding my money ransom and shows utter disregard for keeping its word and corporate decency. Does anyone know which department I could contact at Viking about poor service from a TA and potentially get some redress? They have a right to require vaccinations . Hope this helps. If I chose a river cruise company on the North American market, the conduct in such a situation I would look into on top of the general terms & conditions. Karin Price Mueller may be reached at KPriceMueller@NJAdvanceMedia.com. But it only requires a full refund if a cruise line cancels a sailing due to mechanical failures.. where were you going and how did they reach you (im getting so much spam from viking i doubt i'd see an email unless i'm looking for it). I was extremely favorably impressed with this quick action from Viking - a full cash refund in less than one week, especially afterI had waited many months for refunds from several other cruise lines. I had a cruise booked just before everything blew up for May 2021 with Avalon. I have had a few situations where my Viking agent resolved issues favorably, so I wouldn't consider using anyone else. When Andersen asked repeatedly why he was charged the $9,898 in the first place, the representative ignored the question, emails show. Please note: timing of refunds may vary by event, over time, or by jurisdiction, so please look to your email for the applicable, and most current, information. We have to wait until the relief support from the US Government is provided before payments of any kind are released. I received a full cash refund of every nickel paid to Viking plus a voucher for the cruise fare which I used to pay for a previously booked cruise. He was asked to pay more for a Viking cruise because his traveling partner needed to cancel. You know, in its simplest form, these companies are trying to conserve cash. As a private company we do not have to worry about quarterly profit expectations and that flexibility allows us the ability to do what is best for our guests and our employees. If you're closer to your sailing date, you may lose 75% or more of your fare. For 5 NIGHT CRUISES OR LONGER IF CANCELLATION IS MADE (including Holiday Sailings and Cruisetours) CANCELLATION CHARGE (Per person) 90+ days. And thats saying a lot. We were lied to by at least four Viking reps in regard to use of FCV. Has anyone had trouble getting a refund from Viking for a cancelled cruise? But the fact that youre retired has no bearing on this case. So we canceled the trip and we got a full refund for all the money that we had paid. Princess Cruises I'm afraid your post is very unclear and inconsistent. But what if he hadnt? So UnCruise did what most cruise lines and tour operators did after the outbreak. Folks here will either agree with me while others prefer the TA as in many cases they can get additional SBC. Let's say you paid $1000 for a cruise, and the cruise line will charge 25% if you cancel between 90 and 75 days prior to your sail date, returning $750 back to you. (Viking River Cruises) Viking River Cruises is refusing to issue a total refund after canceling operations and promising refunds. Follow her on Twitter at @KPMueller. you see that you are correct. I have wondered how such a scenario would be handled by the various companies, i.e. I am happy with being able to change with no penalty, I don't expect anything I didn't pay for, to me, it's like going to a store to find out what you are purchasing was on sale the week beforeyou can't expect the store to give you the difference, so why should the cruise company forward on the upgrade that you never really bought? To manuever should the environment change a voucher after Viking canceled a cruise in April, is... But they conveniently are taking there time 10,000 employees reached at KPriceMueller @ NJAdvanceMedia.com asked Viking for a future at! 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They offer travel insurance to protect your non-refundable expenses dont want to take another.!, August 21, 2020 in River Cruising, post-trip or both. & ;... Do understand the bad position that events have thrust on them raging in the first place, the representative the!