Very disapointed and unsatisfied about the customer service

[claudiane]

We are leaving for the Homelands' cruise on Viking Star in less than a month.

 

We booked this trip almost two years ago and paid it all a long long time ago also.

 

We took the air package with Viking and let them know at the very beginning that we would like to fly with Air Canada since we are from Montreal. At that time, we knew that they could not guarantee it and we understood.

 

We received our flight information about two months ago and are tremendesly disapointed. The flights are scheduled as follows with British Airways: Montreal to NY then NY to London and London to Bergen. For the return, Stockholm to London and London to Montreal.

 

This situation is incomprehensible ! In the Viking canadian brochures we have received lately, ALL the flights, even those to Russia, are provided by Air Canada all over Canada !!! WHY NOT OUR ??????

 

Our travel agent talked to Viking many times about this and they always answered the same thing: they could not change anything,grrrrr....

 

I repeat, it is incomprehensible since traveling with Air Canada is cheaper for them considering the value of the canadian dollar !

 

We are not glad at all and consider that Viking should have taken our demand in consideration and think that there is a lack in customer service.

[TruJeffie]

We took the air package with Viking and let them know at the very beginning that we would like to fly with Air Canada since we are from Montreal. At that time, we knew that they could not guarantee it and we understood

Obviously you don't "understood" as you just said. Cruise lines buy a bulk rate not available to the public and they made it clear they could not guarantee carrier of choice..At a minimum you should have bought Viking Air Plus which would have given you possibly some options or booked your own flights..

 

Nothing to see here folks. Move along

 

Sorry to be blunt. But lesson learned

[Peregrina651]

I agree. Viking has not been handling this well because you are not the first to make this same complaint and Viking really does need to fix this.

 

BUT, unless you paid for Air Plus to customize your flights, you get no say in your flights and that includes requesting to be booked on a certain airline. However, keep in mind that you probably got a better deal than you could have found on your own. What you gain in savings, you lose in your ability to completely control your flights.

 

I agree with you that Viking has not made it clear in their literature or through their booking agents, but because of the size of the airport and the limited number of flights in and out of Bergen, Viking does not offer Air Plus for cruises beginning or ending in Bergen--and this should be made clear from the get-go. If you have chosen to buy your air arrangements through Viking then you are stuck with what they provide. Your only consolation is that everyone flying in and out of Bergen is being treated the same and no one is being permitted to make changes.

[KirkNC]

Sorry to hear this did not work out.

[Captain Hornblower]

Correct TruJeffie. Unless paying extra for the air option (viking plus?) don't expect choice, also unless flying into and out of major hubs, don't expect choice. Yes cruel and blunt, but you get what you pay for.

[mhb1757]

We are leaving for the Homelands' cruise on Viking Star in less than a month.

 

We booked this trip almost two years ago and paid it all a long long time ago also.

 

We took the air package with Viking and let them know at the very beginning that we would like to fly with Air Canada since we are from Montreal. At that time, we knew that they could not guarantee it and we understood.

 

We received our flight information about two months ago and are tremendesly disapointed. The flights are scheduled as follows with British Airways: Montreal to NY then NY to London and London to Bergen. For the return, Stockholm to London and London to Montreal.

 

This situation is incomprehensible ! In the Viking canadian brochures we have received lately, ALL the flights, even those to Russia, are provided by Air Canada all over Canada !!! WHY NOT OUR ??????

 

Our travel agent talked to Viking many times about this and they always answered the same thing: they could not change anything,grrrrr....

 

I repeat, it is incomprehensible since traveling with Air Canada is cheaper for them considering the value of the canadian dollar !

 

We are not glad at all and consider that Viking should have taken our demand in consideration and think that there is a lack in customer service.

 

I am not clear why you feel this is a "lack of customer service"

You knew up front when you booked the cheap air with Viking that they made no promises about which airline you would fly on. Then when you didn't get what you wanted it's bad customer service?? As others have mentioned Viking buys blocks of seats wholesale on various carriers. Regardless of what retail fare you can see for Air Canada apparently they did not sell a large block of seats to Viking on this route. Don't blame Viking for this one. They did exactly what they said they would. Don't let it ruin your trip.

[Viking Cruises]

Dear claudiane,

 

We sincerely regret to learn of your disappointment.

 

While we responded to your post on another forum, at the risk of repeating ourselves, we wanted to also respond to your comments here on Cruise Critic.

 

Our records indicate that your booking was noted with your preference to travel Air Canada, but, unfortunately, such requests cannot always be accommodated. Viking contracts with individual airlines to provide guests with transportation to and from their cruise. These contracts provide competitive rates to our guests, but often involve limitations.

 

Viking Air Plus is typically available to guests, like yourself, who wish to customize their flights; however, this service is not offered on the Viking Homelands itinerary as there are too few options for flights in or out of Bergen, Norway.

 

claudiane, we apologize for your disappointment and appreciate your understanding of our position. While change fees may apply, should you wish to review other air schedule options, you are welcome to contact us directly at TellUs@vikingcruises.com.

 

We look forward to welcoming you aboard in May!

 

Kind regards,

Viking Cruises

 

We are leaving for the Homelands' cruise on Viking Star in less than a month.

 

We booked this trip almost two years ago and paid it all a long long time ago also.

 

We took the air package with Viking and let them know at the very beginning that we would like to fly with Air Canada since we are from Montreal. At that time, we knew that they could not guarantee it and we understood.

 

We received our flight information about two months ago and are tremendesly disapointed. The flights are scheduled as follows with British Airways: Montreal to NY then NY to London and London to Bergen. For the return, Stockholm to London and London to Montreal.

 

This situation is incomprehensible ! In the Viking canadian brochures we have received lately, ALL the flights, even those to Russia, are provided by Air Canada all over Canada !!! WHY NOT OUR ??????

 

Our travel agent talked to Viking many times about this and they always answered the same thing: they could not change anything,grrrrr....

 

I repeat, it is incomprehensible since traveling with Air Canada is cheaper for them considering the value of the canadian dollar !

 

We are not glad at all and consider that Viking should have taken our demand in consideration and think that there is a lack in customer service.

[Vineyard View]

Viking Air is operating in the same manor as any other cruise line/air option out there. It is industry standard with the majority of cruise lines rather than poor customer service. We always book air separately to have control over our fights and dates....and we pay the price for that as we prefer to go in early and stay over. Wish it weren't the case!!

[Fpacifico]

Dear claudiane,

 

We sincerely regret to learn of your disappointment.

 

While we responded to your post on another forum, at the risk of repeating ourselves, we wanted to also respond to your comments here on Cruise Critic.

 

Our records indicate that your booking was noted with your preference to travel Air Canada, but, unfortunately, such requests cannot always be accommodated. Viking contracts with individual airlines to provide guests with transportation to and from their cruise. These contracts provide competitive rates to our guests, but often involve limitations.

 

Viking Air Plus is typically available to guests, like yourself, who wish to customize their flights; however, this service is not offered on the Viking Homelands itinerary as there are too few options for flights in or out of Bergen, Norway.

 

claudiane, we apologize for your disappointment and appreciate your understanding of our position. While change fees may apply, should you wish to review other air schedule options, you are welcome to contact us directly at TellUs@vikingcruises.com.

 

We look forward to welcoming you aboard in May!

 

Kind regards,

Viking Cruises

We're going to sail the star on June 3, 2017, but we'll be taking the Iceland precruise tour first, can I still get the Viking air plus. We already paid for upgrade to premium economy seats. Also our friends will be meeting us at the ship in Bergen, can they get Viking air plus , all four of us are leaving from JFK

Thanks

[Vineyard View]

You probably need to check with Viking directly.

With any cruise line, if you engage with their air program for your travel, it is their set of rules based on the blocks of seats that they have - if you did not purchase Air Plus in the beginning, I do not know if you can switch after the fact. Hope it works out for you.

[Fpacifico]

You probably need to check with Viking directly.

With any cruise line, if you engage with their air program for your travel, it is their set of rules based on the blocks of seats that they have - if you did not purchase Air Plus in the beginning, I do not know if you can switch after the fact. Hope it works out for you.

 

Thanks

[Peregrina651]

We're going to sail the star on June 3, 2017, but we'll be taking the Iceland precruise tour first, can I still get the Viking air plus. We already paid for upgrade to premium economy seats. Also our friends will be meeting us at the ship in Bergen, can they get Viking air plus , all four of us are leaving from JFK

Thanks

 

Because the Bergen airport is so small and offers so few choices, AirPlus is not available for any itinerary going in or out of Bergen.