What are my rights if my river cruise is impacted by drought?

Cruise Holidays in Europe – Know your Rights

Every day, consumers ask me a variety of questions across Instagram, Facebook, TikTok and Threads. I frequently get asked about travel issues and rights and every Summer there is always something affecting holidays abroad! It could be airport strikes, passport control, delayed and cancelled flights or the weather! This year is no different. The extreme heat waves across Western Europe have caused disruption for hundreds of river cruise holiday makers and many have asked me about their rights.

Here I answer the questions in my weekly The Complaining Cow Consumer Column.

What is happening to river cruises?

A ship ran aground in the Rhine and another hit a sandbank in the Danube, due to low water levels. Companies that run river cruises are warning that itineraries may change due to the weather. The rivers are literally drying up!

Before you travel on your river cruise

Under the Package Holiday and Travel Arrangements 2018 (PHTA) the organiser must provide details about changes as soon as possible and must not provide mis-leading information.

If there is a significant change, you will be entitled to a full refund. The holiday company may offer you alternative dates or destinations but this must be at the same value or greater or provide a refund to account for any difference.

Changes/disruptions when travelling

If the cruise ship runs aground or the itinerary changes whilst you are on holiday due to weather this could be considered outside of the company’s control and you will not be able to claim compensation. The PHTA ensures that the company still has a duty of care though and must continue the holiday where and as far as it is possible:

If the holiday cannot continue, the company must make suitable alternative provisions. The alternative(s) must be of equal or greater value. If they are not then it must make a partial refund for the difference. The company must provide assistance including help with information, communications and alternative travel arrangements if necessary.

The Consumer Rights Act 2015 (CRA) entitles you to services carried out with reasonable skill and care. So, if you run aground whilst on a ship, you could argue that the organisers knew, or should have known, that the full itinerary was not possible.

Entitlement if you are affected whilst on the cruise

Whether you are entitled to any financial redress will depend on the facts of the case and how much of the holiday was affected.

How to complain about a cruise

The more evidence you have, the easier it will be to get that refund, if appropriate.

Make screenshots of the original itinerary, booking information and any promises on the website and take those with you.
Keep an eye out for emails, texts and app notifications up until and on the holiday.
If the itinerary changes, read it in detail and decide if you want the refund or not and then write to the company as soon as possible to state your request.
Keep a log when on your trip. Make a note of any changes, such as missed ports, coach journeys, delays and any affected excursions.
Take photographs and videos if you run aground and document any associated events.
Keep the receipts for anything you had to purchase due to any delays or associated costs.
Do your research and see if companies running in the same area cancel or change their itinerary. If any cancel and yours doesn’t, for instance, you can use that as evidence that they should have cancelled the trip.
If complaining on your return, write to the company. If they do not provide an email address, get it from CEOemail.com The CEO may not respond personally but it does get your complaint into the system at a high level and dealt with by a specialist Escalation Team.
Use the CRA or PHTAs, as appropriate.
Check your travel insurance cover, in case you have anything in addition to the travel company’s liability.

Holiday makers book river cruises for the experience of travelling through Europe’s waterways and not to spend time on coaches.

Whilst companies can’t control the weather, they can control how they manage the holidays, with honesty and transparency from the date of booking to returning home. If your holiday is significantly impacted, make sure you assert your rights and get the redress to which you are entitled.

Tik Tok video outlining your rights:

@thecomplainingcow
River cruises across Europe are already being disrupted because of low water levels. What are your rights if your river cruise itinerary changes before or during your holiday? #RiverCruise #ConsumerRights #Package #holidaytips #refunds
♬ original sound – Helen Dewdney

Further help with complaining about holidays and travel

For more tips and templates about complaining about aspects of flights and holidays see How to prevent problems when booking a holiday let (plus what to do when things go wrong)

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

For lots more help, advice, consumer laws and template letters GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

101 Habits of an Effective complainer book cover with logo

And get better at complaining 101 Habits of an Effective Complainer

Or save yourself the time and effort of putting together an email and purchase and download templates to get that redress.

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Journalist, TV Judge barrister, presenter