Stifling heat and broken toilets: TUI River Cruise passengers tell of their holiday hell
Passengers on TUI River Cruises have reported poor conditions, including broken air conditioning and plumbing issues, during expensive European holidays. TUI has apologized for the service failures, though customers have criticized the company's limited refund offers.
Why it matters
This highlights consumer rights issues in the travel industry and the gap between luxury marketing and actual service delivery.
Image caption, Andy Peach and his wife spent nearly £4,000 for their cruise with TUI
Dozens of people have accused TUI River Cruises of operating vessels with faulty facilities including persistently broken air conditioning, after they spent thousands of pounds on holidays.
Earlier this year passengers on the Skyla, a ship operated by TUI, contacted BBC Your Voice to say they had been stranded in Budapest during a heatwave with little to no air conditioning .
Following that report more people got in touch to say they faced similar problems on both the Skyla and its sister vessel, the Isla. They criticised TUI's customer service and said the refunds offered were inadequate.
TUI apologised to customers where trips "fell short of the standards we aim to deliver".
A spokesperson for TUI, said: "We understand the disappointment and frustration caused to affected customers."
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