How can I file a complaint with Viking Cruises?

When you invest in a premium vacation with Viking Cruises—renowned for its luxury river and ocean voyages—you expect a seamless, relaxing, and memorable experience. Yet, like any travel service, there may be times when expectations aren’t fully met. Whether your concern involves cabin accommodations, excursions, billing, or onboard service, knowing how to properly file a complaint with Viking Cruises can make a huge difference in how efficiently your issue is resolved

1. Understanding Viking Cruises’ Commitment to Guest Satisfaction

Viking Cruises has built its reputation on exceptional service, cultural enrichment, and sophisticated travel experiences. The company takes guest feedback seriously because it directly contributes to their continuous improvement process. Every complaint—whether small or major—is logged, reviewed, and addressed through their customer relations department.

By creating clear complaint resolution channels, Viking aims to maintain transparency and uphold its promise of a luxury experience. So, while no trip is perfect, you can rest assured that Viking Cruises provides several methods for guests to voice concerns efficiently.

2. Types of Issues You Can Report

Before filing a complaint, it’s essential to categorize the type of issue you’re addressing. Viking’s team handles a broad range of concerns, such as:

• Reservation and Booking Problems: Errors with cabin assignments, payment discrepancies, or missed promotions.

• Pre-Cruise Experience: Issues with online check-in, document delays, or communication gaps before departure.

• Onboard Experience: Problems related to room cleanliness, service quality, entertainment, excursions, or food.

• Post-Cruise Issues: Missing refunds, unprocessed credits, or unresolved service complaints after returning home.

• Accessibility or Special Needs: Concerns regarding wheelchair assistance, dietary accommodations, or mobility services.

• Customer Service Experience: Dissatisfaction with staff behavior, unresponsiveness, or lack of resolution.

Having a clear understanding of your issue will make your complaint more specific and actionable when you contact Viking Cruises.

3. Step-by-Step Guide to Filing a Complaint

Step 1: Gather All Relevant Information

Before reaching out, compile all necessary details that support your claim. These include:

• Your booking or confirmation number

• Sailing date and ship name

• The names of all travelers in your booking

• Receipts, invoices, or written correspondence

• Photos or videos (if applicable) that provide evidence of the issue

The more precise and organized your complaint, the faster Viking’s team can investigate and respond.

Step 2: Attempt Onboard Resolution First

If your issue occurs during your cruise, it’s always best to raise it immediately. The onboard Guest Services Desk is staffed 24/7 and empowered to address problems promptly.

For example:

• Cabin cleanliness issues can often be resolved by contacting Housekeeping or Guest Services.

• Dining concerns can be handled directly by the restaurant manager.

• Excursion mix-ups or cancellations can be discussed with the shore excursions team.

Addressing the issue while onboard gives Viking staff the opportunity to correct the problem in real-time, often preventing it from escalating later.

Step 3: Contact Viking Cruises Customer Relations Post-Cruise

If your complaint was not resolved onboard or emerged after your cruise, you’ll need to reach Viking Cruises’ Customer Relations team directly.

Here’s how:

By Email:

Send your complaint to customerservice@vikingcruises.com (for ocean and river cruises).

Make sure your email includes:

• A clear subject line (e.g., “Formal Complaint – Viking Star – Booking #12345678”)

• A concise summary of the issue in the first paragraph

• Supporting documentation as attachments

• Your preferred contact method for follow-up

By Mail:

You can also write to:

Viking Cruises Customer Relations5700 Canoga Avenue, Suite 200Woodland Hills, CA 91367USA

By Phone:

You can call Viking Cruises’ customer service at:

• 1-855-338-4546 (US & Canada)

• +44 208 780 7998 (UK)

Phone calls are ideal for initial contact, but written communication (email or letter) ensures there’s a record of your complaint.

Step 4: Follow Up

Viking typically responds to written complaints within 7 to 10 business days, though complex issues may take longer. If you don’t hear back after two weeks, follow up politely with your case reference number or original email chain.

When following up, remain calm and factual—acknowledge your previous communication and request a timeline for resolution.

Step 5: Escalate If Necessary

If you’re not satisfied with the outcome or Viking fails to respond, you can escalate your complaint. Consider:

• Requesting that your case be reviewed by a senior customer relations officer.

• Contacting a travel agent if you booked through one—they can intervene on your behalf.

• Filing a complaint with consumer organizations like the Better Business Bureau (BBB) or CLIA (Cruise Lines International Association).

Escalation is rarely necessary, but it ensures that your voice is heard if initial efforts don’t bring results.

4. Tips for Writing an Effective Complaint

Writing an effective complaint increases your chances of a positive outcome. Follow these key tips:

Be Clear and Concise

Avoid long emotional statements. Summarize your issue in a structured way: what happened, when it happened, who was involved, and what resolution you seek.

Stay Professional and Courteous

Even if you’re frustrated, politeness encourages a cooperative tone. Viking’s representatives are more responsive to well-articulated, respectful communication.

Provide Evidence

Attach photos, receipts, or confirmation screenshots to validate your claims. Documentation reduces ambiguity and supports faster resolution.

Request a Specific Resolution

Instead of simply saying you’re unhappy, specify what you want—such as a partial refund, future cruise credit, or apology.

5. What Happens After You File Your Complaint

Once Viking Cruises receives your complaint, the process generally follows these steps:

1. Acknowledgment: You’ll receive an acknowledgment email with a case reference number.

2. Review: A Customer Relations agent investigates by reviewing records, consulting with onboard teams, or contacting departments.

3. Resolution Proposal: Viking provides a written response that includes either an explanation, apology, or proposed compensation.

4. Follow-Up: If necessary, you can provide feedback or ask for further clarification.

Viking’s goal is to resolve valid complaints fairly and promptly, maintaining its high standard of guest satisfaction.

6. Common Complaints and How Viking Handles Them

Below are examples of frequent complaint types and how Viking generally resolves them:

Type of ComplaintTypical Resolution

Cabin issues (cleanliness, malfunctioning A/C)Immediate onboard repair or post-cruise credit

Excursion cancellations or delaysRefund or future cruise credit

Billing errorsReview of transaction and refund if overcharged

Service dissatisfactionApology letter, onboard credits, or compensation

Accessibility problemsPriority handling and coordination for future cruises

7. Viking’s Goodwill and Compensation Policy

While Viking is not obligated to compensate every complaint, the company often extends goodwill gestures for genuine inconveniences. This could include:

• Onboard credits for future cruises

• Partial refunds for missed excursions

• Apology letters or upgrades for returning guests

Such gestures reinforce Viking’s customer-first philosophy and ensure guest loyalty.

8. How to Avoid Future Complaints

The best way to ensure a smooth Viking Cruises experience is to prepare well and understand policies before sailing. Here are a few preventive steps:

• Read the terms and conditions before booking.

• Confirm accessibility or dietary needs at least 90 days before sailing.

• Double-check all booking details (names, dates, cabin types) before final payment.

• Use the Viking app or online portal to stay updated on embarkation requirements.

• Keep documentation of all interactions, payments, and confirmations.

Being proactive helps minimize errors and misunderstandings, reducing the likelihood of post-cruise frustration.

9. Final Thoughts: Ensuring a Fair Resolution

Filing a complaint with Viking Cruises doesn’t have to be stressful. The company’s guest relations framework is designed to handle issues thoughtfully, ensuring that every traveler’s experience aligns with the brand’s premium reputation.

By staying organized, clear, and polite, you can maximize your chances of receiving a fair resolution—and, in many cases, Viking goes above and beyond to make things right.

Cruising with Viking is an experience built on cultural immersion, comfort, and impeccable service. While rare problems may arise, how you approach and document them determines the speed and success of your resolution.

Viking Cruises provides multiple accessible 

Whether you’re addressing a billing error, service complaint, or accessibility concern, Viking Cruises provides multiple accessible and transparent ways to file your complaint. The company’s dedication to post-cruise service reflects its commitment to continuous improvement and guest satisfaction.

Your voice matters—use it effectively to ensure every Viking journey meets the exceptional standards you expect..