Passengers who paid thousands of pounds for European river cruises with Tui found their holidays disrupted by low water levels on the Danube on September 14 and September 21, leaving customers seeking refunds that company terms do not guarantee.
Low Water Levels on the Danube Force Itinerary Changes
Extreme heat across Europe caused low water levels on the Danube, disrupting river cruise itineraries throughout the region. Cruise operators adjusted their operations to contend with shallow sections of the river. Tui River Cruises reviewed individual sailings alongside nautical partners, sending revised schedules to travelers before their departures.
Customers booked on the Tui Isla departures of September 14 and September 21 encountered altered plans that eliminated significant portions of sailing time. Where vessels could not pass specific stretches of water, the company arranged coach transfers, hotel stays, and adjusted travel arrangements to keep passengers moving toward destinations like Budapest, Vienna, and Bratislava.
Travelers Spend Hours on Coaches Instead of Cruising
Richard Pearson from Lincolnshire began a week-long holiday on September 21. Upon arriving in Budapest, passengers learned that the Isla was docked in Vienna and inaccessible, prompting a night in an average hotel followed by a four-hour coach journey the next day.
The vessel sailed overnight in the dark to Krems, where it remained docked while passengers endured daily bus trips lasting between 45 minutes and two hours. Pearson calculated that he spent 14 to 15 hours of his vacation on coaches, alongside time lost waiting at depots.
[But] the main thing for us was it wasn’t relaxing. It wasn’t a river cruise, it was a little bit of sailing, a floating hotel with coach transfers.
Richard Pearson, passenger, via Yahoo and the Independent
Pearson paid £3,300 for the holiday and is contacting Tui to request a partial refund.
Customers Dispute Tui Booking Terms
Sue Crosby and her husband booked the Isla to celebrate her 70th birthday on a trip starting September 14. After receiving a revised itinerary warning of multiple coach excursions, the couple asked for a refund on their £3,700 booking. Tui refused, leaving them to travel reluctantly.
We feel as though we’ve been had.
Sue Crosby, passenger, via Yahoo
Crosby noted that the trip featured only two half-days of actual sailing. Another group of six travelers scheduled for September 21 cancelled their departure entirely after reviewing the revised plan, pointing out that one member needed to avoid long periods of sitting for health reasons. Receiving no refund offer from Tui, the group booked a last-minute holiday to Kos instead while pursuing legal avenues.
Tui maintains that its actions align with established policy. The company’s website states that when water levels affect sailings, operators attempt to complete itineraries through changed berths, modified shore excursions, or coach segments. Tui’s binding booking terms specify that if a trip is completed via coaches, refunds are unavailable for changes occurring before or during a cruise.
While customers were still able to visit the key destinations on their itinerary, we’re sorry some did not get the river cruise experience they had anticipated.