Now an even larger brewing controversy is threatening the Victoria Cruises Line (VCL). Many thousands more customers are either experiencing or hearing of extensive delays and unmet promises regarding their long-awaited cruises. With VCL, that should be an unusual voyage experience—but it hasn’t yet sailed. Three years after its extravagant glitzy promotion launch, shoppers like Denn’s and Taryna Wawn of Perth, Australia, dumped and disgusted, are demanding refunds. The pair had put down a $10,000 deposit—just over £7,450. Unfortunately, their plans have disappeared with 9+ years of delays and a change in operations.
Things moved fast for the worse when VCL CANCELLED the ship’s port departure date. This new requirement surfaced a few weeks before their planned deploy in May 2023. The company, which operates under questionable circumstances, registered in Hungary and Italy, has reportedly taken millions in deposits while failing to provide the promised services. VCL is under investigation in Utah for false and deceptive advertising. As a result, authorities concluded that for many customers the company failed to schedule a departure port or berth on the dates it guaranteed.
In 2022, VCL modified its business activities to include “services auxiliary to waterborne transport” and “rental of water transport equipment,” raising questions about its operational integrity. The Asia-based company is calling it the ultimate three-year trip around the world, covering 115 countries. You could have cabin-class quarters for only $3840 (£2858) per person per month. Instead, thousands of customers are asking if they will ever get their money back.
As of January 1, 2025, VCL’s primary activity is stated as “passenger transport by sea,” yet the company’s track record raises significant concerns. With more than $253,000 in delinquent taxes and claimed by Customers’ Edge customers to be going back on contracts and otherwise not performing, VCL’s future is in jeopardy.
Graham Whittaker, an advocate for affected customers, expressed deep frustration: “It got dirty because we started to find scores and scores more people who had never been refunded, who had asked for their money back, who had been lied to.” Second, he calls attention to the increasing anguish experienced by travelers who are unable to get their money back.
Giant, VCL rejects the term “victim.” They claim the 38 customers who requested refunds are just having a hard time learning they weren’t due a refund. The company admitted to 132 cancellations, but upon investigating these complaints, they were unable to find any that warranted a refund. VCL’s representatives assert that they are not a “phantom company,” stating: “Our company has never disappeared; we have responded to every email.”
The cruise line’s website reflects an oddly optimistic tone amidst turmoil: “Despite the delay, we’ve been encouraged by a surprising influx of new interest in recent weeks – a strong signal that our shared dream is very much alive.” As a result, consumers are often deceived. They did so, often risking life-changing sums of money on what was sold to them as a dream vacation.
The outrage from consumers, helped by a media outcry, has resulted in reinstating rules to protect consumers from VCL’s predatory practices. Adam Glezer of the Public Interest Law Center, who represents many of the impacted people, railed against the platforms for continuing to allow advertising for VCL, despite overwhelming proof of its illegal behavior. He stated: “It is reprehensible that these platforms are allowing advertising for VCL despite the significant amount of evidence. They should be held accountable for this.” He further emphasized the plight of customers: “The people that put down a deposit for this cruise were sold a dream… and it has turned into nothing short of a nightmare.”
In response to these criticisms, VCL has threatened legal action against anyone attempting to resolve their complaints publicly on social media. This position has done nothing but aggravate the anger, disappointment and desire for redress from customers wronged.
“Yes, we will take legal action against anyone who tries to settle their complaint on social media.” – Victoria Cruises Line
The aftermath of this unfortunate incident has left many cruise customers asking if the cruise line and their processes are trustworthy. Taryna Wawn remarked on her initial trust in VCL: “We did some checking, thought it was all above board.” As the months have dragged on with no end to the impasse in sight, that faith has worn thin.
As VCL sails through these icy waters, it is unclear how VCL will continue to respond to its growing controversies. The company’s US representative attempted to reassure customers by stating: “We do have a beautiful, seaworthy ship, the former Holland American Veendam, now the Majestic.” Many are still cautious or dubious about if and when they’ll get to take the trip they expected.