TUI River Cruises passengers report stifling heat, broken toilets and disappointing holidays

Passengers on TUI River Cruises have described what they say were deeply disappointing experiences on European river cruises, with reports of faulty air conditioning, broken toilets, plumbing problems and poor communication from the company.

Several passengers who travelled on TUI's Skyla and Isla ships have complained about conditions onboard, with some describing extremely hot cabins and public areas during periods of intense European heat.

The complaints come after earlier passengers reported problems with the Skyla while cruising the Danube during a heatwave. Since then, further travellers have come forward describing similar experiences on both vessels.

'The worst TUI holiday we've ever been on'

Andy Peach and his wife paid almost £4,000 for a seven-day cruise aboard the Skyla in June, travelling through Budapest, Vienna and Linz.

Peach described the trip as "the worst TUI holiday we've ever been on".

He said the ship's air conditioning was not working properly and that large portable blowers had been installed onboard. One, he claimed, was positioned in the middle of a corridor and did little to cool the ship.

As temperatures increased during the week, conditions became increasingly uncomfortable. Peach said that eventually the air conditioning in the cabins also failed.

Passengers were transferred to hotels on the second-to-last day of the holiday. Peach described the accommodation as basic.

Despite spending almost £4,000 on the cruise, he said he was offered a refund of just £300, with only 72 hours to accept the offer.

Passengers say they felt misled

Joan Craven was due to board the Skyla shortly after Peach's cruise.

Before travelling, she contacted TUI's customer service team and was assured that the ship's air conditioning was working.

However, when she arrived, she said a holiday representative told her that the air conditioning was not functioning properly.

Craven said she felt misled by the information she had received before travelling.

Other passengers had also reported problems with air conditioning and water supplies on the same vessel.

Problems reported on the Isla

The complaints are not limited to the Skyla.

Passengers who travelled aboard TUI's Isla have described similar problems, including extreme heat, inadequate air circulation and faulty facilities.

Wendy Charnley and her husband Rob booked a cruise on the Isla in April 2025 to celebrate his retirement.

Charnley compared the conditions to being "in a tropical house at a zoo", saying some areas of the ship became extremely hot and that there was nowhere passengers could properly cool down.

Kevin Darvill, who boarded the Isla several months later, said he immediately noticed that a toilet in the reception area was not working.

Portable fans and air conditioning units were visible around the ship, but Darvill said the vessel remained extremely hot, particularly in the restaurants.

He also reported problems with his shower, which alternated between freezing cold and scalding hot water.

Passengers were initially offered a 15% refund because of the air conditioning problems. When the cruise was subsequently shortened, this was increased to 40%.

Darvill said he would not have travelled had he known about the air conditioning problems beforehand.

'The whole ship was a sweat box'

Problems with the Isla have reportedly continued into 2026.

John Welsh, who travelled on the ship in June, said some toilets were out of order and that air conditioning problems remained.

He described the vessel as "a sweat box".

Welsh said conditions became particularly difficult for passengers staying in cabins without windows, with some reportedly choosing to sleep on the ship's roof to escape the heat.

He also claimed that restaurant staff were working in extremely hot conditions and were soaking with sweat.

Welsh said he felt his concerns were dismissed when he raised them with the cruise director.

He accepted a refund of £140 per person but said the experience had put him off travelling with TUI again.

Low river levels added to the disruption

The extreme heat was not the only challenge facing European river cruises this summer.

Very low water levels on the Danube have affected cruise operations, with some journeys requiring passengers to travel by coach instead of sailing sections of the planned itinerary.

Tony Harper, whose cruise began on 20 July, was warned before departure that some coach travel would be required.

However, he said there were also significant problems with the ship itself.

Harper reported a smell of sewage in a communal area, water dripping through the ceiling and public toilets being unavailable throughout the voyage.

Portable air conditioning units were also being used, but he said they were ineffective.

Harper said passengers could understand disruptions caused by low river levels, describing that as something outside the company's control.

His criticism was directed instead at how the problems with the ship were handled.

TUI apologises to affected passengers

TUI has apologised to customers whose holidays fell below the standards the company aims to provide.

The company said it had experienced unexpected technical problems affecting air conditioning systems, alongside difficulties caused by exceptionally low water levels on the Danube.

It also said the extreme heat across parts of Europe had placed additional pressure on systems.

TUI said extensive repair and maintenance work had been carried out, including temporary measures, and that it planned significant investment in air conditioning systems across its European river cruise fleet during the winter.

For passengers who have spent thousands of pounds on what is marketed as a premium river cruise experience, however, the question remains whether enough was done before the ships continued sailing.

The experiences described by passengers raise wider questions about maintenance, customer communication and whether holidays should continue when essential facilities such as air conditioning, toilets and plumbing are not operating properly.

For those affected, a holiday intended to provide relaxation and luxury instead became an experience dominated by heat, discomfort and frustration.