TUI Cruise Passengers Denied Refunds After Coach Trips
Passengers who paid thousands for TUI River Cruises on the Danube in September 2026 say they spent much of their holidays travelling by coach instead. Low water levels disrupted the TUI Isla sailings departing on 14 and 21 September, forcing changes to planned routes. Several customers have sought refunds, but TUI maintains that its booking conditions allow parts of a cruise to be completed by road.
One of the affected passengers, Richard Pearson, arrived in Budapest for his 21 September cruise only to discover that the ship was still in Vienna. After a hotel stay, he faced a four-hour coach journey to meet it. He estimates spending 14-15 hours on coaches during the £3,300 holiday. Sue Crosby and her husband, who paid £3,700 for an earlier sailing, requested a refund after receiving their revised itinerary but were refused.
TUI blamed low water levels following extreme summer heat. The company says passengers could still visit Budapest, Vienna and Bratislava, despite the changes. Its official guidance allows coach transfers when ships cannot complete their routes. However, UK package travel law may give customers additional rights if significant changes are made before departure or agreed services cannot be delivered during the holiday.
Before Booking a Danube River Cruise
- Water levels: Ask about possible restrictions on your sailing.
- Coach trips: Ask how many hours you might spend on the road.
- Hotel stays: Ask TUI where you'll sleep if the ship cannot sail.
- Changes: Ask TUI to email you the new itinerary.
- Refunds: Check UK package travel rights.
- Complaints: Keep booking documents, emails and receipts.
“Extreme heat across Europe this summer caused low water levels on the Danube, affecting river cruise operators across the region. We review every sailing individually with our nautical partners."
Passengers notified of major changes before departure may be entitled to cancel without a fee if the changes meet the legal threshold for a significant alteration. Once the holiday has started, unsuitable replacement arrangements may instead justify a price reduction. Neither outcome is automatic, and individual booking details matter. Anyone offered an itinerary with lengthy coach transfers should compare it with the original booking before deciding whether to travel.