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

Passengers who had paid substantial sums for European river cruises with Tui have expressed their dissatisfaction after their planned itineraries were altered, resulting in lengthy coach trips instead of smooth sailing. Several individuals have shared their grievances with the BBC, claiming they are entitled to some form of compensation, but have received no refund to date.

Tui offered an apology, attributing the situation to low water levels on the Danube, and stated that customers continued their vacations on amended itineraries as per their standard booking conditions. This follows earlier complaints about conditions aboard two of Tui's river vessels.

Richard Pearson from Lincolnshire had a week-long holiday starting on 21 September. Upon arriving in Budapest, he was informed that the vessel, Isla, was actually in Vienna, and they were being housed in a standard hotel. The following day saw a four-hour coach journey to reach the ship, after which they sailed overnight to Krems.

The ship then remained docked for a few days, with passengers embarking on day trips to locations ranging from 45 minutes to two hours away. The return voyage to Vienna was also conducted under the cover of darkness. During the day, the only scenic sail was a round trip back to Krems, starting early in the morning. Richard estimates that the group spent 14 to 15 hours on coach trips and time waiting for coaches, which significantly detracted from their overall experience.

He believes the issue wasn't the water levels but rather the way Tui managed the consequences. Richard and his partner had expected a relaxing river cruise, but ended up with a mix of sailing, floating hotel, and coach transfers. If a refund had been offered, they would have declined the trip. Tui provided a revised itinerary a few days prior to departure, clearly outlining multiple coach trips due to low water levels.

The couple did not wish to proceed and asked for a refund, but were denied. Even during the trip, the schedule changed further, with only two half-days of sailing providing an actual river cruise experience. Sue Crosby and her husband, who booked on the Isla for her 70th birthday on 14 September, felt they had been deceived. A revised itinerary was provided a few days before departure, confirming that extensive coach trips were planned due to low water levels.

The couple refused the offer of a refund and proceeded with the trip, only to have the schedule altered again. Sue emphasizes the disappointment with how the situation was handled and the lack of a full refund. She and her husband were only able to experience two half-days of actual sailing. David Mallon and a group of five others were scheduled to travel on 21 September.

However, after receiving a different itinerary a few days in advance, they decided the new plan was far from a genuine cruise and opted for a last-minute holiday to Kos instead. David has lodged a complaint with Tui and is prepared to pursue the matter through small claims court if necessary. The BBC contacted Tui River Cruises regarding the passengers' dissatisfaction with the significant itinerary changes and the absence of any refund.

A Tui spokesperson acknowledged that extreme heat in Europe this summer had resulted in low water levels on the Danube, affecting river cruise operators across the region. They explained that each sailing was reviewed individually with their nautical partners. Passengers on the Tui Isla departures on 14 and 21 September were sent revised itineraries before embarking.

Where the ship was unable to sail certain sections of the river, Tui arranged coach transfers, hotel accommodations, and adjusted travel plans to minimize transfer times, allowing customers to still visit destinations such as Budapest, Vienna, and Bratislava. Tui reviewed the revised arrangements carefully and assured customers that they continued their holiday on the amended itinerary under their standard booking conditions.

While customers still had the opportunity to visit the key destinations on their itinerary, Tui expressed regret that some did not receive the river cruise experience they had anticipated.