We spent thousands on a Tui river cruise but ended up on coach trips

Danube Drought

The summer's extreme heat across Europe has led to critically low water levels on the Danube River, a situation that has significantly impacted river cruise operators. Tui, a major player in this market, has faced considerable backlash from customers who booked European river cruises, only to find their itineraries drastically altered. Instead of the anticipated scenic river journeys, passengers were subjected to lengthy coach trips and hotel stays, a stark contrast to the holiday they paid thousands of pounds for. The company attributes these changes to "circumstances beyond [Tui's] control," specifically citing the low water levels as the primary reason for the disruption. This environmental factor, exacerbated by climate change, is creating a ripple effect across the tourism sector, forcing companies to adapt their offerings and manage customer expectations in unprecedented ways.

Richard Pearson

Richard Pearson, a customer from Lincolnshire, detailed his experience on a week-long holiday booked for 21 September. Upon arrival in Budapest, passengers were informed that their vessel, the Isla, was unable to reach them due to the river conditions. They were accommodated in an "average" hotel before embarking on a four-hour coach journey the following day to reach the ship. The vessel then sailed overnight to Krems, meaning no opportunity to enjoy the scenery. The ship remained in Krems for several days, with passengers undertaking day trips via coach to locations ranging from 45 minutes to two hours away. Even the return journey to Vienna occurred overnight. Pearson calculated that he spent approximately 14 to 15 hours of his holiday on coaches, not including waiting times. He described the experience not as a relaxing river cruise, but as a "floating hotel with coach transfers," expressing that he and his partner would not have gone had a refund been offered. He is now seeking a partial refund of the £3,300 he paid.

Sue Crosby

Sue Crosby and her husband faced a similar predicament, having booked their holiday, which coincided with her 70th birthday, starting on 14 September. They received a revised itinerary a few days before departure, clearly indicating multiple coach trips due to low Danube water levels. Unwilling to accept this altered plan after spending £3,700, they requested a refund, which was denied. They travelled "reluctantly." Even during the trip, the schedule continued to change. Sue's frustration stems not just from the low river levels but from "how they handled it, and the fact they're still advertising the holidays now." While praising the onboard food and staff, her core complaint is the "drastic change of itinerary" and the refusal to offer a full refund. She noted that there were only two half-days of actual river cruising. David Mallon, part of a group of six booked for 21 September, also decided against the revised itinerary, deeming it a "glorified coach trip." One member of his group had health reasons to avoid prolonged sitting, making coach journeys particularly problematic. Without a refund offer, they booked a last-minute alternative and plan to seek compensation upon return. Tui's response acknowledged the low water levels and stated that customers received revised itineraries, with coach transfers and adjusted travel arrangements made to ensure destinations were still visited. However, they maintained that customers continued under standard booking conditions and apologised that "some did not get the river cruise experience they had anticipated."