TUI Isla Customer Reviews

This is written in reply to a review posted on the 20/08/24 by Ian, regarding his experience on the TUI ISLA, To clarify the situation he posted and make it clear and open to potential new passengers on TUI ISLA, I was on the top deck just behind the bridge at the time of the incident and can clearly see why the four people put the complaint in, This was to me a clear failure of Health and Safety as no warning was given over the tannoy of the approaching very low bridge, had I not seen the two crew members either side if the bridge waving their arms up and down, the approaching bridge would have hit every passenger standing on the top deck, it was the shouting and noise of the passengers that notified the people at the rear of the top deck to kneel down, so this could have been a really serious situation for TUI River Cruises, Now whether the Captain took exception to the complaints made and then decided to close the top deck we wont know, but the passengers where put at risk by failure to announce the approaching very low bridge, then strangely the following day the top deck was open, I hope this clarifies why TUI decided to close the top deck, overall I had a good time on Isla and yes TUI have to be open and honest as to where they are going to port as we did port in a industrial port surrounded by a scrap yard.

Im on TUI Isla on the Moselle wines and vines tour. All was very well up until the evening of 19th August 2024 when we were advised that the top deck was going to be closed until the very last day of our tour apart from when we were in port. Now this is because there were complaints from 4 people on our cruise about 2 low bridges we passed under against 151 people who did not complain. So because there was a video post on social media about the bridge TUI took the not so wise decision to spoil the remainder of peoples holidays by banning use of the top deck. The TUI cruise director onboard placed all of the blame on the captain quoting health and safety and added that when we were on the river Main at the beginning of the tour the top deck is closed anyway. That was certainly not the case. Myself and others were on the top deck all of the time and up until around 11.30 at night. Yes the bridges were low but at no time were we advised to vacate the top deck. There was a meeting yesterday evening where pretty much everyone was not happy. There were also complaints about the scrapyard we docked next to all day( this is fairly common according to the cruise director lady), complaints about a cancellation of a trip today but the TUI cruise lady blankly refused to accept complaints about the top deck being closed. However they accepted complaints from the 4 people who complained about the bridges. The cruise lady cut me off when I complained and referred to me as that bloke to another passenger. I told her she should not refer to me as that bloke but use my name. I do have witnesses to that. When I spoke to her later she denied calling me that bloke and claimed she referred to me as that chap. An outright lie. Fortunately I do have the conversation recorded and as she could not offer any decent explanation for her rudeness or justification for closing the top deck for 3 hot days she walked off and refused to speak to me. There is no reason whatsoever that the deck couldnt be closed for any low bridges (of which there were just 2 on the Moselle) as its been done before. But for TUI to blame the captain and not admit it is they who have pressured the captain is a cop out and poor. It has ruined many peoples holiday and I shall be following this up with TUI. Whilst we are sailing I will also be videoing passes under bridges from the tiny bit of outside space we are permitted to use as from those, I will be able to show the relative height of bridges and show that at no point was there any danger to anyone. I will be taking this further on my return from my ruined holiday as I hope will others. Shame on you TUI and I for 1 will never book another holiday with TUI in any shape or form. This is not a reflection on the majority of staff on the boat who are excellent. The worst cruise and rudeness I have ever experienced on any cruise.