TUI apologises after river cruise passengers report broken air conditioning
Passengers on TUI river cruises have complained about broken air conditioning and other faults during a heatwave, with the company apologising.
The Full Story
A plain summary built from the channels that reported this story.
Passengers who spent thousands of pounds on TUI River Cruises have described holidays ruined by broken air conditioning, faulty toilets and poor handling of disruption caused by low water levels on the Danube. The company has apologised to customers whose trips, it said, fell short of the standards it aimed to deliver.
Joan boarded TUI's Skylar in Budapest on 29 June after repeatedly asking whether the air conditioning was working. She was told by email that it was, but on arrival a crew member admitted it was not. Andy, who took the same ship with his wife on a week-long cruise costing nearly £4,000, said communal areas were stifling. A thermometer he bought recorded 31 degrees in the restaurant, where staff were sweating as they served meals. On the second-to-last day, passengers were moved to a basic hotel. Andy was later offered £300 compensation, which he said was not enough.
Other passengers reported similar problems a month earlier, and complaints go back more than a year. Wendy, who sailed in April 2025, said the ship felt like "a tropical house at a zoo" and that she would never travel with the line again. By July, passengers were also complaining about poorly handled changes of plan due to low water levels on the Danube.
TUI River Cruises said there had been "various unexpected technical issues" affecting air conditioning and "operational challenges" caused by exceptionally low water levels. It said extreme heat had put systems under pressure, and that extensive repairs and maintenance had been carried out, including temporary measures. The company said it was focused on supporting those affected and offering compensation in line with the level of disruption.
But many passengers say their dream holidays turned into a nightmare, and some are angry that the cruises went ahead at all. One passenger said: "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."
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 |
|---|---|
| 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 gave the story detailed coverage in its lunchtime news, leading with passenger testimony and the company's apology. It also included a brief mention in the evening news bulletin, summarising the complaints and the apology. The focus was on the human impact of the faulty facilities and the perceived failure of TUI to address problems before selling the cruises.
- “All the toilets were out of action. You can't go on a ship when there's no air conditioning in those temperatures.”
- “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.”
- “Dozens of holidaymakers say their Tui River cruises were a misery with broken air conditioning and other faults. The company has apologised.”
Broadcast Timeline
News broadcasts tracked for this story, in time order.