Severe heat across Europe caused extreme low water levels on the Danube river this summer, forcing Tui to alter European river cruise itineraries before departure and substitute river sailing with coach transfers, hotel stays, and day trips.
Danube Water Levels Disrupt European Itineraries
Extreme heat across Europe caused low water levels, affecting river cruise operators across the region according to the company. Passengers who booked European river cruises with Tui experienced itinerary changes due to environmental conditions along the Danube river. Several customers reported spending hours on coaches and in hotels instead of experiencing the planned river cruising.
Richard Pearson began a week-long holiday on September 21. Upon arriving in Budapest, passengers learned their ship was in Vienna and were placed in a hotel. The following day involved a four-hour coach journey to reach the vessel, which then sailed overnight to Krems. Passengers were bussed on day trips to nearby locations, with the return sailing to Vienna occurring in darkness.
Travelers Seek Refunds After Itinerary Changes
David Mallon and a group of five others were scheduled to travel on September 21. They decided the new itinerary presented to them a few days before departure differed too much from what they booked. What they were planning to give us was not a cruise but a glorified coach trip,
David said, as detailed by the BBC. One member of the group needed to avoid long periods of sitting down for health reasons, making coach journeys problematic. Without a refund offer, the group booked a last-minute holiday to Kos instead and sought to claim money back upon returning.
We don’t blame Tui for the water levels, but it’s the way they’ve handled the consequences of that.
David Mallon, via BBC
David submitted a formal complaint to Tui and stated he would take his quest for a refund to the small claims court if necessary.
Tui Defends Its Revised Itineraries
Customers on the Tui Isla departures on September 14 and September 21 received revised itineraries before traveling. The company stated that it reviews every sailing individually with nautical partners. Where the ship could not use sections of the river, operators arranged coach transfers, hotel stays, and adjusted travel arrangements to minimize transfer times so customers could still visit destinations including Budapest, Vienna, and Bratislava.
We reviewed the revised arrangements carefully and customers continued their holiday on the amended itinerary under our standard booking conditions. 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.
Tui River Cruises spokesperson, via BBC
Customers who received revised itineraries before departure were not offered refunds under the standard booking conditions applied to the amended trips.