Dozens of passengers have reported experiencing significant issues on TUI River Cruises, citing malfunctioning air conditioning and plumbing problems that detracted from their luxury holiday experiences. Travelers have expressed frustration over thousands of pounds spent on European cruises, particularly along the Danube River, where stifling heat and broken amenities marred their trips.
Passengers aboard the Skyla and its sister vessel, the Isla, described conditions that fell short of expectations. In June, Andy Peach and his wife booked a seven-day cruise on the Skyla, traveling through Budapest, Vienna, and Linz. Peach stated that the holiday was "the worst TUI holiday we've ever been on," detailing that instead of effective air conditioning, large blowers were used which expelled hot air and did not cool the cabins. He noted that by the end of their trip, the air conditioning in the cabins had also failed. Passengers were eventually transferred to hotels described as "really basic." The couple, who paid nearly £4,000 for their trip, were offered a refund of £300, which they had 72 hours to accept.
Concerns about the operational status of TUI's vessels have been raised, with passengers accusing the company of continuing to sell cruises on ships with known faults. TUI has issued an apology to customers whose trips did not meet the company's standards. A spokesperson for TUI acknowledged the "disappointment and frustration caused to affected customers" and stated that the company is addressing instances where trips "fell short of the standards we aim to deliver."