If something went wrong during your Viking cruise, you do not have to simply accept the experience and move on. Whether the problem involved your stateroom, dining, excursions, transportation, itinerary, service, billing, or another part of your trip, the most effective approach is to report the issue clearly and give Viking an opportunity to investigate it.
The Viking Cruises complaint process generally starts with bringing the problem to the attention of the appropriate Viking representative while you are still traveling. Viking's published booking conditions specifically instruct guests with complaints during their trip to notify the Viking representative onboard the cruise vessel or at their hotel.
If the issue is not resolved during the trip, you can contact Viking Cruises customer service after returning home. Viking's current U.S. contact pages provide a customer-service phone number and an online contact form for questions and comments.
The best approach is to follow a simple sequence:
Report the problem as soon as it happens.
Speak with the Viking representative or relevant onboard staff.
Explain exactly what went wrong.
Keep records of your complaint and supporting evidence.
Ask what action can be taken.
If the problem remains unresolved, submit a written complaint to Viking.
Keep copies of all correspondence and responses.
Reporting an issue promptly is important because the cruise company may have a better opportunity to investigate and correct a problem while you are still onboard.
Viking's published booking conditions explicitly say that failing to report a problem while traveling can affect the company's ability to investigate and rectify the complaint locally and may affect a passenger's rights under the applicable contract.
If the complaint occurs during your voyage, do not wait until you return home if there is a reasonable opportunity to report it onboard.
Contact the appropriate Viking representative, Guest Services, or another relevant member of the crew and explain the issue.
For example, if your complaint involves:
A cabin or stateroom problem
Missing or damaged belongings
A dining issue
An excursion problem
Transportation
A service failure
An itinerary-related problem
A billing discrepancy
A maintenance issue
A problem with another service included in your booking
report it as soon as reasonably possible.
Early reporting gives Viking an opportunity to investigate the circumstances while the relevant people, records, staff and facilities are readily available.
For example, a cabin issue may be easier to document and correct while you are still onboard than several weeks later.
It also creates a record that you raised the concern during the trip.
When speaking with Viking Cruises customer service, avoid vague statements such as "the cruise was terrible."
Instead, describe the specific problem.
A useful complaint should explain:
What happened
When it happened
Where it happened
Who was involved, if known
What you were expecting
What Viking actually provided
How the issue affected your trip
What resolution you are requesting
For example, instead of saying:
"My excursion was badly handled."
you could explain that the scheduled pickup did not occur at the stated location, how long you waited, what instructions you had been given, and what happened afterward.
Specific information gives customer service something concrete to investigate.
Good documentation can make a significant difference when a complaint needs further investigation.
Keep copies of:
Your booking confirmation
Booking number
Cruise documents
Receipts
Invoices
Photos or videos relevant to the issue
Excursion documents
Emails
Written notices
Names or descriptions of relevant staff
Dates and approximate times
Any written response from Viking
If you incurred additional expenses because of the problem, keep the receipts and explain why each expense was necessary.
Do not send unnecessary personal information. Provide only the documents relevant to the complaint.
Viking's U.S. contact page currently lists for customer service and reservations. Viking states that the phone line is available weekdays and weekends from 5:00 AM to 7:00 PM Pacific Time.
Viking also provides an online contact form where customers can submit questions or comments. Its ocean contact form includes fields for a preferred contact method, email address, phone number, reason for contact, booking number and questions or comments.
Yes. Viking's contact pages provide an online form for questions and comments. This can be useful when you want to explain a complaint in writing and maintain a record of what you submitted.
When submitting the form, include your booking number if applicable and provide a concise description of the issue.
A well-organized complaint is easier to review than a long message containing unrelated details.
Consider using this structure:
Include:
Your full name
Booking number
Cruise name or itinerary
Sailing dates
Ship name, if applicable
State the main issue in the first few sentences.
List the important events in chronological order.
Mention when you reported the issue onboard and who you spoke with, if you know.
State whether Viking resolved the problem and, if so, whether the proposed resolution was satisfactory.
Be reasonable and specific about what you want Viking to consider.
Possible requests might include:
A review of the incident
A correction to a billing issue
Reimbursement of an eligible expense
Clarification of a charge
A review by customer relations
Another remedy appropriate to the circumstances
Do not assume that requesting compensation automatically means Viking is obligated to provide it. Any remedy depends on the facts, applicable booking terms and circumstances of the complaint.
A strong complaint should be factual rather than emotional.
Instead of "we waited forever," state approximately how long you waited and when.
Explain what happened first. Then describe how it affected you.
If a photograph, receipt or document directly supports your complaint, mention it and provide it through the appropriate channel.
One clear complaint with supporting evidence is generally easier to review than a lengthy message containing unrelated grievances.
If the problem remains unresolved during the voyage, follow up with Viking after returning home.
Viking's published booking conditions for certain markets specify a written follow-up procedure. For example, Viking's UK booking conditions state that an unresolved complaint should be followed up within 28 days of returning home, with the booking reference and relevant information provided to Guest Services.
This is an important distinction: complaint deadlines and procedures can depend on the booking conditions applicable to your cruise and country of residence.
Therefore, check the terms that apply to your specific booking rather than assuming that one deadline applies to every Viking passenger worldwide.
Viking uses different contact channels and procedures depending on the type of booking and market.
Its current U.S. contact pages prominently provide a phone number and online contact form.
Some Viking booking conditions also identify specific Guest Services email or postal channels for particular markets. For example, Viking's published UK terms provide a Guest Services procedure for unresolved complaints.
For that reason, it is safer to use the contact information in your own booking documents and applicable terms rather than relying on an email address found on an unrelated third-party website.
If your first complaint does not produce a satisfactory response, escalation should be structured rather than repetitive.
Identify exactly what Viking has accepted, rejected or left unanswered.
Explain why you believe the matter remains unresolved.
If you did not initially provide a receipt, photograph, invoice or other relevant document, include it in the follow-up.
Ask for the matter to be reviewed by the appropriate customer relations or Guest Services team.
Look for provisions covering complaints, claims, deadlines, arbitration, mediation or other dispute-resolution procedures.
The applicable terms are particularly important if your complaint involves a substantial financial claim or an alleged breach of the cruise contract.
Be precise about the amount involved.
For example, if you are seeking reimbursement for an additional expense, identify:
The amount
Date of payment
What you purchased
Why the expense resulted from the problem
Supporting receipt or documentation
Keep the financial request separate from the description of what happened.
Also remember that a complaint and a refund claim are not necessarily the same thing. A service complaint may concern the quality of an experience, while a refund or reimbursement request may be governed by specific contractual terms.
If the problem occurred during an excursion or another third-party service, report it to the relevant provider as well as Viking when appropriate.
Viking's published booking conditions specifically recommend communicating complaints to the supplier of the services in question as well as to the Viking representative without delay.
Record the name of the excursion, date, location and nature of the problem. Keep any receipts, tickets or written information associated with the activity.
If you are currently traveling and need assistance with an active voyage, use the contact information and onboard procedures applicable to your sailing.
Viking's current sailing-information pages direct guests with questions to its customer-relations channels and provide voyage-specific assistance information.
For an immediate onboard issue, however, waiting to contact an office after returning home may not be the best option. Report the problem to the onboard Viking representative or appropriate staff as soon as possible.
If you booked through a travel advisor, contacting that advisor can also be useful.
Viking's website specifically tells customers that they can contact their travel advisor, and its current contact pages provide direct customer-service channels as well.
Your travel advisor may be able to help communicate with Viking or clarify booking information, although the appropriate party for resolving a particular complaint depends on what caused the problem and the terms of your booking.
If the problem happens onboard, report it promptly.
A detailed record can be much more useful than trying to reconstruct events later.
Strong language does not necessarily strengthen a complaint. Specific facts do.
Tell Viking what outcome you are requesting and why.
Your cruise contract may contain important deadlines and complaint procedures.
Use Viking's official contact pages or the contact details provided in your booking documents.
Before submitting your complaint, make sure you have:
Booking number
Cruise name and sailing date
Ship name, if applicable
Dates and times of the incident
Clear description of what happened
Details of any onboard report
Relevant photographs or documents
Receipts for claimed expenses
Copies of previous correspondence
A specific requested resolution
The applicable booking terms and deadlines reviewed
Report the problem to a Viking representative onboard or at the relevant hotel while you are traveling. If it is not resolved, follow up through Viking's customer-service or Guest Services channels using the procedure and deadlines applicable to your booking.
You can use Viking's customer-service contact channels, including its online contact form and U.S. customer-service phone line. Include your booking number and a concise explanation of the problem.
Viking's current U.S. contact page lists for customer service and reservations, with hours of 5:00 AM–7:00 PM Pacific Time on weekdays and weekends.
For U.S. customers, Viking provides an online contact form and customer-service phone number. The exact procedure can vary by market and booking type, so check your booking documents and applicable terms.
Yes. If the problem occurs during your cruise, reporting it promptly gives Viking an opportunity to investigate and potentially correct the issue while you are still traveling. Viking's published terms specifically instruct passengers to bring complaints to the Viking representative onboard or at the hotel.
There is not necessarily one worldwide deadline. The applicable period depends on your booking terms and market. For example, Viking's published UK booking conditions state that unresolved complaints should be followed up within 28 days of returning home.
Yes. Report the issue promptly to the relevant excursion provider and Viking representative when appropriate. Viking's published terms recommend notifying the supplier and Viking representative without delay.
Include your booking reference, voyage information, a factual description of the incident, dates and times, details of any previous reports, supporting documents and the resolution you are requesting.
You can request an appropriate remedy, including reimbursement where you believe you incurred an eligible expense. However, whether Viking owes compensation depends on the circumstances and the applicable booking terms.
Review the response carefully, identify any unresolved points, provide additional evidence if appropriate and request further review. If the applicable booking terms provide a formal dispute-resolution procedure, follow that procedure and observe its deadlines.
Yes. If you booked through a travel advisor, you can involve the advisor in your communications with Viking. Viking itself also directs customers to contact their travel advisor where applicable.
The most effective Viking Cruises complaint is prompt, specific and well documented. If something goes wrong during your trip, report it to the Viking representative or appropriate onboard staff rather than waiting until you return home. If the issue remains unresolved, use Viking's official customer-service channels and provide your booking details, a clear timeline, relevant evidence and a specific explanation of the resolution you are seeking.
Most importantly, check the booking conditions that apply to your particular cruise. Complaint deadlines, escalation procedures and dispute-resolution options can vary by market and booking type. Viking's official contact pages and your cruise documents are the safest sources for the procedure that applies to your situation.
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