Tui River Cruise Passengers Face Coach Trips After Itinerary Changes

Travelers who booked expensive European river holidays with Tui have expressed frustration after their trips were altered to include extensive bus travel instead of sailing. Several customers told the BBC they believe they are owed compensation but have been denied refunds.

Tui issued an apology, attributing the disruptions to low water levels on the Danube River caused by extreme summer heat across Europe. The company stated that passengers continued their holidays under amended itineraries in accordance with standard booking conditions.

Richard Pearson, a passenger from Lincolnshire, described his week-long voyage on the vessel Isla, which began on 21 September, as far removed from the relaxing cruise experience he had paid for. Upon arriving in Budapest, Mr. Pearson learned the ship was stranded in Vienna and could not reach him. He and other passengers were accommodated in a hotel he described as merely average.

The following day required a four-hour coach ride to board the vessel. Once aboard, the ship sailed overnight to Krems to avoid shallow waters, offering no scenic views. For several days, passengers were bused to nearby attractions located between 45 minutes and two hours away. The return journey to Vienna also took place at night.

Mr. Pearson calculated that he and his partner spent approximately 14 to 15 hours on coaches during the holiday, excluding wait times. While he praised the food and crew, he criticized the schedule, calling the trip a “floating hotel with coach transfers” rather than a genuine river cruise.

He noted that the alterations were deemed “circumstances beyond [Tui’s] control.” Had the company offered a refund, Mr. Pearson said he would not have traveled. He is now requesting a portion of his £3,300 fare back.

Similar grievances were raised by Sue Crosby and her husband, whose trip on the Isla started on 14 September to coincide with her 70th birthday. A revised itinerary sent days before departure outlined multiple coach transfers due to the low water levels.

The couple requested a refund but were told none was available. They proceeded with the trip reluctantly. Ms. Crosby highlighted that only two half-days allowed for actual river cruising. Her primary objection was not the weather conditions themselves, but how Tui managed the situation and continued to advertise the holidays.

David Mallon and a group of five others faced a different dilemma. When presented with the modified schedule shortly before their 21 September departure, they found it too divergent from their original booking. One group member had health issues requiring them to avoid prolonged sitting, making long coach journeys unsuitable.

With no refund option, the group canceled and booked a last-minute holiday to Kos instead. Mr. Mallon emphasized that while they do not blame Tui for the water levels, they are dissatisfied with the handling of the consequences. He has filed a formal complaint and indicated he may pursue the matter in small claims court if necessary.

In response to the complaints, a Tui River Cruises spokesperson explained that the company reviews each sailing individually with nautical partners. For the affected departures in September, they arranged coach transfers, hotel stays, and adjusted travel to minimize transfer times, ensuring visits to key destinations such as Budapest, Vienna, and Bratislava.

The spokesperson added, “We’re sorry some did not get the river cruise experience they had anticipated,” while maintaining that customers traveled under the amended itineraries approved by the company.