Full story
Heatwaves trigger complaints
TUI River Cruises said it will upgrade air conditioning systems across its European river cruise fleet this winter after passengers complained about broken cooling during summer heatwaves.
“TUI River Cruises is upgrading air conditioning systems across its European fleet this winter”
The operator said the problems affected TUI Skyla and TUI Isla, with “various unexpected technical issues” affecting air-conditioning systems alongside operational challenges caused by “exceptionally low water levels on the Danube.”
A TUI River Cruises spokesperson said, “TUI River Cruises is investing in its onboard air conditioning systems across the European river cruise fleet this winter, including significant upgrades and replacements designed to further improve reliability and customer comfort.”
The BBC described passengers telling it they were stranded in Budapest during a heatwave with little to no air conditioning, and it said some reported stifling conditions and problems with plumbing after paying thousands of pounds for European cruises on the Danube.
Refunds, insurance and policy
As complaints mounted, the BBC reported that a couple who paid nearly £4,000 for a seven-day trip in June were offered only £300 with 72 hours to decide, and another passenger accepted £140 per person after air conditioning failed.
The BBC also reported that TUI customer services told one passenger in writing that air conditioning was working, only for a holiday representative to say on arrival that it was not.
Insurance Business said passengers may have grounds for travel insurance claims, but it warned that curtailment cover only pays for losses not already recovered from the tour operator and that those who accepted TUI’s partial refunds need to check their policy before it is too late.
It added that the Financial Ombudsman Service is clear that most policies do not cover losses recoverable from another source, and it said passengers who accepted cash settlements have reduced their claimable amount to the gap between what TUI paid and their actual loss.
Compensation and next steps
TUI said it apologised to customers whose river cruise holidays “fell short of the standards we aim to deliver” and said its focus was on supporting those impacted, keeping them updated and offering compensation “in line with the level of disruption experienced.”
“Tui River Cruises blamed exceptionally low water levels on the Danube”
Travel Weekly quoted a TUI River Cruises spokesperson saying, “We understand the disappointment and frustration caused to affected customers,” and it described passengers saying they were offered inadequate refunds after reporting persistent air-conditioning failures.
TTG Media said Tui River Cruises blamed exceptionally low water levels on the Danube and prolonged periods of extreme heat across Europe, and it said additional measures included additional cooling units and cabin fans, plus alternative hotel accommodation and itinerary or flight adjustments.
The BBC reported that by July low river levels due to the heatwave were severely affecting European cruises, with Tony Harper told a few days before his trip began on 20 July that there would be some coach travel in place of sailing.