TUI River Cruises responds to air-conditioning and facility complaints

Dozens of passengers have accused TUI River Cruises of operating vessels with faulty facilities, including air-conditioning systems they said remained broken during holidays costing thousands of pounds. TUI apologized to customers whose trips fell short of the standards it aims to deliver.

Andy Peach said cabin air conditioning aboard the Skyla had failed by the end of his seven-day June trip. According to Peach, passengers were moved to hotels on the second-to-last day. Joan Craven said TUI customer services had assured her before her Skyla sailing that the air conditioning was working, but a holiday representative told her upon arrival that it was not.

Kevin Darvill said the reception-area toilet aboard the Isla was not working when he boarded in Frankfurt and that portable fans and air-conditioning units were visible. He said passengers were initially offered a 15% refund because of the air-conditioning problems, later increased to 40% after the cruise ended on its penultimate day.

John Welsh, who boarded the Isla in June, also reported air-conditioning problems and said some toilets were out of service. TUI River Cruises said it had encountered unexpected technical issues affecting air-conditioning systems, along with challenges linked to low water levels on the Danube.