TUI River Cruise passengers report heat, plumbing woes and inadequate refunds
Dozens of passengers have complained about TUI River Cruises, citing broken air conditioning and faulty toilets on two of its ships after paying thousands of pounds for European trips.
Earlier this year, travelers on the Skyla told BBC Your Voice they were stuck in Budapest during a heatwave with little to no cooling. Following that, more passengers reported similar issues on the Skyla and its sister ship, the Isla, criticizing TUI's customer service and calling the refunds offered too small.
Andy Peach and his wife paid nearly £4,000 for a seven-day Skyla cruise in June through Budapest, Vienna and Linz. He described "big blowers" pushing hot air instead of air conditioning, with temperatures climbing until cabin cooling failed. They were moved to "really basic" hotels on the second-to-last day and offered only £300, with 72 hours to accept.
Joan Craven, booked on the next sailing, said TUI assured her by email that air conditioning worked, but a rep on arrival said it didn't. Wendy Charnley compared the Isla in April to "a tropical house at a zoo," with no cool spots. Kevin Darvill, in June, found broken reception toilets, portable fans, and a shower that alternated between freezing and scalding. He was offered 15% refund, then 40% when the cruise was cut short.
John Welsh, also on the Isla in June, said some toilets were out of order, the ship felt like a "sweat box," and passengers without windows slept on the roof. He accepted £140 per person for air conditioning issues but said he'd never sail with TUI again.
Tony Harper, on a July trip, noted sewage smells, dripping ceilings, and unusable public toilets, plus ineffective portable AC units. He called the handling of low river levels and ship maintenance "indefensible."
TUI said it had "unexpected technical issues affecting air conditioning systems" and challenges from low Danube water levels, adding that it's investing in upgrades across its European river cruise fleet this winter.