We have one of the finest travel agents...A virtuoso agent. Virtuoso does not use VIKING....
The problems are all last minute issues caused by errors at VIKING's offices.
these issues could not be solved by an agent any more successfully then by an individual.
THese issues will be taken care.
I have found in my vast travel experiences, that the individual must double check many things, must follow up, must come to hotel properties with copies of emails sent and received by the agent.
The more prepared and the more pro active you are as a traveler, the more success you can have with upgrades, proper reservations, follow thru etc.
I trust that VIKING will correct the errors of their staff...