Tui River Cruises is set to upgrade its air-conditioning systems across its European fleet this winter. The move comes after dozens of passengers complained of stifling conditions and technical problems on cruises this summer.
The problems affected a number of sailings on both Tui Skyla and Tui Isla, with “various unexpected technical issues” affecting air-conditioning systems, according to the company.
Technical Issues and Customer Complaints
Passengers on Tui Skyla reported persistent problems with air conditioning while the vessel was in Budapest during a heatwave. Tui River Cruises apologized to customers whose holidays “fell short of the standards we aim to deliver”.
According to the BBC, dozens of customers have accused the company of “operating vessels with faulty facilities including persistently broken air conditioning”.
Tui River Cruises blamed exceptionally low water levels on the Danube and prolonged periods of extreme heat across Europe as factors that put pressure on river operations and onboard cooling systems.
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Investment Programme and Upgrades
The operator has committed to an investment programme this winter, including “significant upgrades and replacements” to air-conditioning systems. Additional measures include additional cooling units and cabin fans, as well as alternative hotel accommodation and itinerary or flight adjustments where these could reduce transfer times.
“Throughout this period, our engineering teams and specialist contractors carried out extensive investigations, repairs and maintenance work,” a Tui River Cruises spokesperson said.
The company has also appointed a new nautical and technical supplier across its river cruise operations. The new supplier is visiting ships across the fleet to support operations and ensure future technical issues can be addressed swiftly.
Customer Support and Compensation
Tui River Cruises maintained that its air-conditioning systems on both Tui Skyla and Tui Isla are currently stable. The company’s priority has been to support affected customers, keep them informed, and provide compensation “in line with the level of disruption” experienced.
“We understand the disappointment and frustration caused to affected customers,” the Tui River Cruises spokesperson added. “Tui River Cruises is investing in its onboard air conditioning systems across the European river cruise fleet this winter.”