TUI Cruise Passengers Describe Broken Air Conditioning and Inadequate Refunds on Skyla and Isla Ships in Austria

Dozens of passengers have told the BBC about stifling conditions, broken toilets, and inadequate refunds on the Skyla and its sister ship, the Isla, operated by TUI. TUI apologised to customers where trips "fell short of the standards we aim to deliver, with a spokesperson saying: "We understand the disappointment and frustration caused to affected customers. Andy Peach and his wife paid nearly £4,000 for a seven-day trip on the Skyla in June, travelling through Budapest, Vienna and Linz.

He described it as "the worst TUI holiday we've ever been on, saying that instead of air conditioning there were "big blowers" on board expelling hot air, with one blocking a corridor. Temperatures climbed as the holiday went on, leaving him exhausted, and by the end of the week the cabin air conditioning had broken too. On the second-to-last day, passengers were transferred to hotels that Peach said were "really basic.

He was offered only £300 as a refund and given 72 hours to accept it. TUI know there's problems on these boats, but continue to sell them to people as a full luxury cruise, he said.