TUI River Cruises passengers complain about broken air conditioning and facilities
TUI has apologised after passengers reported broken air conditioning and other faults on two river cruise ships during a European heatwave.
The Full Story
A plain summary built from the channels that reported this story.
Passengers on TUI River Cruises have complained about broken air conditioning, faulty toilets and other facilities during a European heatwave, with the company apologising for holidays that fell short of its standards.
The BBC spoke to holidaymakers who travelled on TUI's Skylar and other vessels. Joan boarded the Skylar in Budapest on 29 June after repeatedly asking TUI whether the air conditioning was working. The company said it was, but on arrival she was told it was not. Andy, who was on the same ship earlier with his wife, paid nearly £4,000 for a week-long cruise. He recorded 31 degrees in the restaurant, where portable units did not seem to cool the room. On the second to last day, passengers were moved to a basic hotel. He was offered £300 compensation but said it was not enough.
Wendy, who travelled in April 2025, said there was no air conditioning anywhere and described the cabins as like being in a tropical house at a zoo. Other passengers reported similar issues, as well as problems caused by low water levels on the Danube, which led to changes of plan.
TUI River Cruises apologised to customers whose holidays fell short of the standards it aimed to deliver. It said there had been unexpected technical issues affecting air conditioning and operational challenges caused by exceptionally low water levels. It added that extensive repairs and maintenance had been carried out, including temporary measures, and that it was offering compensation in line with the level of disruption.
On screen
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Key Claims
Claims reported during this story's coverage, mapped by channel. Ordered by how many channels carried each claim.
| Claim | BBC One | ITV |
|---|---|---|
| Rescue centres were reported to be inundated with sick animals during recent heatwaves. | ||
| A passenger was offered £300 compensation, which he considered inadequate. | · | |
| Passengers accused TUI River Cruises of operating vessels with faulty facilities, including broken air conditioning. | · | |
| TUI apologised to customers whose trips fell short of standards. | · |
Channel Perspectives
What each channel focused on, with key quotes.
BBC One West produced a detailed investigation into TUI River Cruises, focusing on passenger testimonies of broken air conditioning, faulty toilets and other issues. The report highlighted the contrast between the luxury experience promised and the reality, and included TUI's apology and explanation. It also noted the impact of the heatwave and low water levels on the Danube.
- “All the toilets were out of action. You can't go on a ship when there's no air conditioning in those temperatures.”
- “It was like being in a tropical house at a zoo.”
- “TUI know there's problems on these boats but continue to sell them to people and continue to sell them as a full luxury cruise with no issues.”
Broadcast Timeline
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