Lifestyle

Tui River Cruise Customers Claim Refunds After Extensive Coach Transfers

By Katy Austin

Passengers who paid thousands of pounds for Tui river cruises in Europe have expressed anger after their itineraries were altered to include long coach journeys. Several travellers told the BBC that they believe they should receive refunds, but Tui has offered none. The company apologised and blamed low water levels on the Danube, stating that customers continued their holidays on amended itineraries under its standard booking conditions.

The complaints follow earlier concerns about conditions on two of Tui’s river vessels. Richard Pearson of Lincolnshire, whose week‑long holiday began on 21 September, said that upon arrival in Budapest passengers were told the vessel, Isla, was in Vienna and could not reach them, so they were housed in an average hotel. The next day involved a four‑hour coach trip to the ship, which then sailed overnight to Krems, offering no opportunity to enjoy the scenery. The vessel stayed in Krems for several days, with passengers bussed on day trips ranging from 45 minutes to two hours. The return sailing to Vienna also took place at night. The only daytime scenic sail was a round trip back to Krems that started early in the morning.

Richard described the experience as a “floating hotel with coach transfers.” He praised the food and staff on Isla but said the schedule was not what he expected. He calculated that 14 to 15 hours of the holiday were spent on coach trips, plus additional waiting time. The reason given for the changes was “circumstances beyond Tui’s control because of the low water levels.” He added that the main issue was that the holiday was not relaxing and was not a true river cruise.

If a refund had been offered, Richard and his partner would not have gone. He is now contacting Tui to complain and request part of the £3,300 they paid back.

Sue Crosby and her husband, who booked Isla for a holiday starting on 14 September, also felt they had been misled. They spent £3,700 on the cruise and asked for a refund after a revised itinerary was sent a few days before departure, indicating multiple coach trips due to low water levels. After being told no refund was possible, they travelled reluctantly. Sue said the food and crew were good but complained about the drastic itinerary change and the lack of a full refund. She noted that only two half‑days of sailing allowed a true river cruise experience.

David Mallon and a group of five others were due to travel on 21 September. They decided the new itinerary, presented a few days before departure, was so different from what they had booked that they did not want to go. Mallon said the plan was “not a cruise but a glorified coach trip.” One group member needed to avoid long periods of sitting for health reasons. With no refund offered, the group booked a last‑minute holiday to Kos instead and is now seeking a refund. Mallon has submitted a complaint to Tui and said he will take the matter to small claims court if necessary.

The BBC contacted Tui River Cruises about passengers’ unhappiness with the extensive itinerary changes and the lack of refunds. In a statement, a spokesperson said: “Extreme heat across Europe this summer caused low water levels on the Danube, affecting river cruise operators across the region. We review every sailing individually with our nautical partners.” The spokesperson added that customers on the Tui Isla departures on 14 and 21 September were sent revised itineraries before travelling. Where the ship could not sail sections of the river, coach transfers, hotel stays and adjusted travel arrangements were arranged to minimise 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.”