An Ontario couple paid $22,000 for an 11-day river cruise from Amsterdam to Switzerland with AmaWaterways but was informed only 24 hours before their scheduled flight that the itinerary was canceled, according to CTV News. They were instead offered a revised route sailing through the Netherlands and Belgium.
AmaWaterways Refund Denial and Credit Offers
The couple declined AmaWaterways’ substitute itinerary and requested a refund, which the company refused. AmaWaterways stated the cruise continued to operate despite itinerary changes, so the refund clause did not apply. The operator offered a 50% credit toward future trips for those who accepted the new itinerary and a 100% credit for
guests who postponed travel. An AmaWaterways spokesperson said they “understand that changes to a long-awaited vacation can be disappointing” but emphasized the necessity of adjustments due to river conditions.
Tui River Cruises Itinerary Modifications in September 2026
Other European river cruise passengers booked with Tui River Cruises faced similar disruptions in September 2026. Several cruises on the Danube River between Vilshofen and Straubing replaced expected sailing segments with coach trips lasting between 14 and 15 hours. Notable passengers include Sue Crosby, who embarked on the 14 September 2026 departure, and David Mallon, scheduled for 21 September 2026 but who declined changes. Customers have expressed dissatisfaction, describing the experience
as a “glorified coach trip” and stating, “We feel as though we’ve been had.” Tui apologized and attributed the itinerary changes to extreme heat causing low water levels, affecting navigation on the Danube. Revised itineraries included hotel stays and adjusted transfers.
Environmental Causes and Contractual Rights
Extreme heat during 2026 across Europe caused low water levels on major rivers like the Danube, forcing cruise operators to alter routes, substitute land transfers, or modify itineraries. These conditions also led to the grounding of Viking Ullur near Vidin, Bulgaria, in July 2026, resulting in evacuation of 185 passengers and 50 crew. Most river cruise contracts reserve the
right to change itineraries for environmental and operational reasons, such as low or high water levels, flooding, and navigation restrictions.
Consumer Protection and Travel Insurance Regulations
Ontario travel-industry regulations require prompt notification of material itinerary changes and provide consumers with options for full refunds or alternative travel arrangements when booked through Ontario-registered travel agencies or tour operators. However, operators often offer travel credits instead of cash refunds, which may be subject to restrictions and expiration. Travel insurance policies in Canada typically exclude coverage for itinerary disruptions due to low water unless explicitly stated. Industry experts recommend that travelers thoroughly review contracts and insurance policies and consult
travel advisors before booking river cruises.
Statements from Passengers and Operators
Brian Lobaskie, the Ontario passenger whose original cruise was altered, said, “We had all our bags packed, and we were ready to go,” and added, “Unfortunately, I got a 24-hour notice before I was scheduled to fly that the cruise company could not operate the river cruise in its entirety.” He criticized the substitute itinerary, stating it was “not what I had paid for.” Richard Pearson, a Tui passenger, described the experience as “not relaxing” and “a little bit of sailing, a floating hotel with coach transfers.” AmaWaterways emphasized continual assessment of river conditions
and immediate communication of changes to guests, while Tui River Cruises spokesperson acknowledged the impact of extreme heat on sailing routes and apologized that some customers did not receive the expected river cruise experience.
