Disappointed Tui customers who spent thousands on European river cruises have criticised the company after their trips were altered to include extensive coach travel. Many travellers have expressed frustration, suggesting that they deserve partial refunds, yet no compensation has been offered.
Altered Itineraries Due to Danube River Conditions
In response to mounting complaints, Tui has apologised, attributing the changes to low water levels on the Danube River. Passengers continued their holidays with adjusted itineraries as outlined in Tui’s standard booking terms. The issue follows prior dissatisfaction with conditions on board two of Tui’s river vessels.
Among those affected is Richard Pearson from Lincolnshire, whose trip commenced on 21 September. Upon arrival in Budapest, Pearson and fellow passengers were informed that their ship, the Isla, was stationed in Vienna due to river conditions and they were offered hotel accommodations, which Pearson described as “average”.
The revised itinerary comprised a four-hour coach ride to the ship the following day, and further sailing was conducted overnight, denying passengers daytime views. It necessitated several coach trips from Krems to other destinations, with the only daytime cruise being a brief round trip back to Krems.
Customer Dissatisfaction
Pearson praised the ship’s food and staff, but highlighted that the extensive coach travel deviated from their expectations of a relaxing cruise. He calculated that 14 to 15 hours were spent on coach transfers, impacting the overall experience, which he now likens to a “floating hotel with coach transfers”.
Sue Crosby, who embarked on the Isla on 14 September, faced similar disruptions during what was meant to be a celebration of her 70th birthday. Despite receiving notice of the itinerary changes due to low water levels beforehand, their refund request was denied, obliging them to reluctantly travel. Their voyage was marred by additional changes and Crosby criticised Tui’s handling of the situation, noting the continued promotion of the altered trips.
David Mallon, part of a group scheduled to depart on 21 September, decided against the journey after receiving the modified itinerary. Concerned that the new plan resembled a “glorified coach trip,” the group opted for a last-minute holiday elsewhere. With neither apologies for the revised plan nor a refund offered, Mallon is considering pursuing a small claims court action after lodging a complaint.
Tui’s Response and Future Adjustments
Tui River Cruises explained that the extreme summer heat across Europe had significantly affected the Danube’s water levels, disrupting operations for many river cruise companies. In response, they collaborated with nautical partners to devise alternate routes, arranging coach transfers and hotel accommodations to ensure visits to destinations like Budapest, Vienna, and Bratislava. Although customers were able to visit key locations, Tui acknowledges that some travellers’ experiences were not as expected.
Reporting based on coverage first published by bbc.co.uk.