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TUI River Cruises passengers allege faulty air conditioning and toilets

Passengers described sweltering onboard conditions on the Skyla and Isla, and one couple said they paid nearly £4,000 but received a £300 refund with 72 hours to accept.

Reported · Written up by our desk · North America

BBC Business reports that dozens of passengers have accused TUI River Cruises of operating vessels with faulty facilities, including persistently broken air conditioning, after paying thousands of pounds for European river trips.

The outlet says earlier complaints centered on the Skyla, with travelers saying they were stranded in Budapest during a heatwave with little to no air conditioning. After the report, more people contacted BBC Your Voice citing similar problems on the Skyla and its sister vessel, the Isla, and they criticized TUI's customer service and said the refunds offered were inadequate.

One passenger, Andy Peach, booked a seven-day Skyla trip in June through Budapest, Vienna and Linz, and BBC Business reports he described “big blowers” that expelled hot air instead of cooling. He said temperatures worsened over the week, with air conditioning in cabins breaking by the end of the trip, and he reported that passengers were transferred to what he called really basic hotels before the end of the sailing.

BBC Business also reports that TUI apologized to customers where trips fell short of the standards it aims to deliver. Another passenger, Joan Craven, said she was told by email that air conditioning was working before boarding, but was told otherwise upon arrival, and Wendy Charnley said her April 2025 Isla cruise had no air conditioning and included toilet issues.

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