19 hours ago
Atlanta couple says $22K ‘trip of a lifetime' river cruise turned into a disaster — now they're warning others
Spending $22,000 on a European river cruise was supposed to be the trip of a lifetime for Atlanta couple John and Rosemary Kaasa. After a major health scare, the 15-day voyage was meant to be a celebratory return to travel.
But from the start, the journey was riddled with problems. Sweltering cabins, equipment failures and other frustrations piled up, leaving the Kaasas and many fellow passengers sick and miserable instead of rested.
'There was no escaping it. It was miserable,' John Kaasa said told Channel 2 consumer investigator Justin Gray.
What they thought would be a luxury escape turned into weeks of disappointment — and now the couple is warning others to be cautious before booking their own 'dream' cruise.
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A $22K cruise plagued with failures
From the start, problems mounted. Their first ship's air conditioning failed during a European heat wave, leaving passengers in stifling cabins for days. When low river levels forced a transfer to a second vessel, the Kaasas hoped for relief, but that ship's cooling system also broke down, and a leaking ceiling made conditions worse.
Then, sickness began spreading through the ship.
'I'd walk up and down the hall, and all you could hear was people coughing one room after another,' John Kaasa said.
By the time the trip ended, both John and Rosemary were diagnosed with bronchitis. Frustrated, Rosemary took her complaint to the top, writing directly to Viking's CEO. The company's initial response was a $1,000 credit toward another cruise. She decided to escalate further reaching out to Channel 2 Action News.
Channel 2 consumer adviser Clark Howard said it's a familiar story: while cruise lines are quick to take passengers' money, they're far less eager to return it when trips don't live up to the promises.
Only after she escalated to Channel 2 did Viking revisit the case and reach an amicable settlement. The couple believes they wouldn't have seen a refund without media pressure.
'We were beyond angry — just very, very disappointed,' John said.
It seems to be part of a broader pattern when it comes to travel. In 2024, U.S. airline customers filed a record 66,675 complaints with the Department of Transportation, according to a report from the U.S. PIRG Education Fund. Refunds and service issues made up the bulk of those grievances.
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How to protect yourself before you set sail
The Kaasas' ordeal highlights a common problem: getting refunds or compensation from travel companies can be a long, uphill battle. That's why protecting yourself before you book is so important. Here are some things you can do.
Know who to call: If you booked directly with the cruise line, start there. If you use a travel agent, lean on them to navigate the best course of action.
Review cancellation rules: They're not exactly glamorous reading, but they'll tell you how much money you'd lose if you back out close to departure. Refundable deposits offer flexibility if plans change.
Consider travel insurance: While it may feel like an extra expense, but it can save you thousands of dollars if illness, delays or emergencies strike.
Escalate any issues: If you do encounter an issue that the company won't resolve, agencies like the Department of Transportation or consumer watchdogs can step in.
The Kaasa's story serves as a reminder that even a carefully planned dream vacation can go off course, and why travelers should protect themselves before setting sail.
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This article provides information only and should not be construed as advice. It is provided without warranty of any kind.
