Passengers who paid thousands of pounds for European river cruises with Tui have described their anger after their itineraries changed to involve hours spent on coach trips instead. Several have told the BBC they believe they should get some money back, but have been offered no refund. Tui apologised and blamed low water levels on the Danube, adding that customers continued their holidays on amended itineraries under its standard booking conditions.
It follows previous complaints about conditions on board two of Tui's river vessels. Those who contacted the BBC include Richard Pearson from Lincolnshire, whose week-long holiday began on 21 September. Upon arrival in Budapest, he says passengers were told their vessel, Isla, was in Vienna and could not get to them, so they were being put up in a hotel instead, which he describes as "average".
The next day involved a four-hour coach journey to reach the ship. The vessel then sailed overnight - meaning no chance to take in the scenery - to Krems. It then stayed there for a few days, with passengers bussed on day trips to locations between 45 minutes and two hours away.
The return sailing to Vienna was also in the dark. The one time there was a "scenic sail" during the day, it was a round trip back to Krems which started early in the morning. Richard says the food and the staff on board Isla were excellent, but overall the experience was not what he expected when he booked the trip - especially the schedule.
He worked out that "we spent 14 to 15 hours of that holiday on a coach trip, plus time wasted waiting for coaches". Richard says the reason people were given for the changes of plan was "circumstances beyond [Tui's] control because of the low water levels". "[But] the main thing for us was it wasn't relaxing.
It wasn't a river cruise, it was a little bit of sailing, a floating hotel with coach transfers." If they had been offered a refund, Richard and his partner would have not gone. He is now contacting Tui to complain and request some of their £3,300 back. Sue Crosby and her husband booked on Isla, with the holiday starting on 14 September - her 70th birthday.
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