Tui river cruise passengers angry over unexpected coach trips
Passengers who paid thousands for Tui European river cruises express anger after itineraries changed to hours on coaches due to low Danube water levels.
Stock photo for illustration only, not from the actual event
- Tui customers paid thousands for European river cruises but faced itinerary changes
- Passengers spent 14 to 15 hours traveling on coaches instead of cruising
- Tui blamed extreme European summer heat causing low water levels on the Danube
- Disappointed travelers are demanding refunds and pursuing complaints
Tourists who paid thousands of pounds for European river cruise packages with Tui have expressed extreme frustration after their itineraries were abruptly altered, forcing them to spend hours traveling on coach trips rather than enjoying the river cruise experience they booked.
Several passengers told the BBC they believe they deserve partial refunds for the disruption, but have been offered no compensation by the company. Tui issued an apology, citing low water levels on the Danube caused by extreme summer heat across Europe, and maintained that customers continued their holidays under revised schedules in line with standard booking conditions.
Stock photo for illustration only, not from the actual event
Among those affected is Richard Pearson from Lincolnshire, whose week-long holiday commenced on September 21. Upon arriving in Budapest, he stated passengers were informed that their vessel, the Isla, was stranded in Vienna and could not reach them, resulting in a stay at an average hotel followed by a four-hour coach journey the next day to reach the ship.
Richard calculated that they spent roughly 14 to 15 hours of their holiday on coach trips, alongside wasted waiting times. The vessel sailed overnight in the dark, missing the scenery, while a rare daytime scenic sail was merely an early morning round trip back to Krems. Although the food and staff aboard the Isla were excellent, the schedule fell far short of expectations, prompting him to seek a refund of £3,300.
Context and Analysis: Severe droughts and low water levels in major European rivers like the Danube and Rhine are increasingly disrupting the river cruise industry during summer due to intensifying heatwaves. Operators are routinely forced to implement emergency land-based itineraries, frequently triggering disputes over service contracts and customer satisfaction for travelers expecting full river navigation experiences.
Similarly, Sue Crosby, whose trip started on September 14 to mark her 70th birthday, received revised travel plans a few days prior detailing multiple coach excursions. Meanwhile, David Mallon and his group chose to cancel their trip entirely ahead of the September 21 departure because the alternative plan heavily relied on coaches, conflicting with a group member's medical need to avoid prolonged sitting. Mallon has lodged a formal complaint and intends to pursue a small claims court claim if necessary.
"What they were planning to give us was not a cruise but a glorified coach trip."
David Mallon
A spokesperson for Tui River Cruises stated in a release that extreme heat across Europe caused low water levels on the Danube, impacting regional operators. The company arranged coach transfers, hotel accommodations, and adjusted travel arrangements to minimize transfer times so customers could still visit destinations such as Budapest, Vienna, and Bratislava.
Source: BBC Business
Found something wrong in this article? Report an issue with this article
Comments
Leave a Comment