TORONTO — For months now river cruise lines have been navigating Europe’s low water levels with route changes, ship swaps and motor coach segments. 

Travel advisors meanwhile have been navigating what happens when switched itineraries mean their client’s river cruise sets sail – but not to the destinations they originally booked.

It’s not a new problem, but it’s especially challenging this year – “fraught”, as one advisor puts it.

Travelweek reached out after the tale of one Ontario couple made its way to the Consumer Alert segment on CTV News. With 24 hours before their flight, the couple got a heads up from AmaWaterways that their European river cruise itinerary from Amsterdam to Switzerland couldn’t operate in its entirety. The couple said AmaWaterways offered an alternate route, still through the Netherlands but now with Belgium. 

With pre-purchased excursions and a rail pass, the frustrated consumer told CTV: “When an entire itinerary is cancelled, an option should be given for a refund. I should be entitled to a refund.” They were offered a future travel credit (FTC). 

AmaWaterways told Travelweek it understands the disappointment caused by itinerary changes and said the company’s first priority is to keep the journey going wherever possible when river conditions require adjustments. 

AmaWaterways added: “Every sailing is different, and we assess each situation individually, taking into account the circumstances and the impact on our guests. We recognize that an adjusted itinerary may not be the experience a guest originally anticipated. In certain circumstances, we may offer a future cruise credit or other accommodation, giving guests the opportunity to return and experience their originally planned itinerary at a later date, should they wish to do so.”

FTCs VS. REFUNDS

It’s not clear whether or not the Ontario couple booked through a travel agency. If they had, their advisor no doubt would have told them all about the challenges on Europe’s rivers this summer, and what happens when sailings are altered, or cancelled. 

An advisor would have also told them to read the fine print.

As always travel retailers are caught in the middle. “We have empathy for our clients, [we] try to get them something more, while understanding the cruise lines’ policies,” said RedDoor Travel’s Sandra McLeod, when asked about FTCs vs. refunds for altered river cruise itineraries. 

MORE REFUNDS, HIGHER PRICES?

McLeod says she read about the tale of the Ontario couple. “I understand the frustration. However the cruise lines clearly state they have the ability to change itineraries due to various circumstances. They don’t make these decisions lightly. They know the disruption and disappointment it causes guests. Ultimately, they make the decision that best protects guests.”

No two river cruise lines are alike – and neither are the policies around FTCs and refund offers amid this summer’s challenges. “Everyone is different and each supplier treats it differently,” says The Travel Lady, Lesley Keyter. “Some river cruise companies have offered a full refund if the client does not want to go, or if they do go then they get a FTC, quite a generous one. Other suppliers are not offering refunds but are offering FTCs.”

Both McLeod and Keyter say clients impacted by switched-up itineraries have been understanding about the FTC offers. “Some customers have been quite pleased to get the FTC. Those who have river cruised before seem okay with it – taking the stand that this is something that can be expected when on the rivers. Very few have been difficult to deal with,” said Keyter.

Low water levels have been the story this year – but extremely high water levels and rain storms can impact river cruise operations too, as McLeod notes. “Mostly the frustration is due to changing ships, having more time on buses and having tours in less than ideal weather.”

One river cruise traveller insisted on writing a letter to their river cruise line, asking for a refund. “They felt the cruise should have been cancelled and their money refunded. The cruise line wrote back with a very empathetic answer and offered them an additional year to use the FTC, giving them three years,” said McLeod. In every case the FTCs on offer have been generous with a long lead time, she added.

Consumers who think river cruise companies should always offer refund options for altered itineraries might not like the end result of that policy: higher prices. “While clients would prefer a refund, if cruise lines constantly did this, I suspect overall prices would increase,” said McLeod.

“WE’VE ALWAYS OFFERED GUESTS A CHOICE BETWEEN THE TWO”

With Europe’s water levels at record lows, river cruise lines across the board continue to make every effort to avoid outright cancellations. 

While there’s been a bit of rain, the low water levels continue to impact operations in these fall months, with water levels on parts of the Danube, Rhine and Main Rivers still significantly lower than usual.

Says Scenic Group: “Our priority is always our guests and their experience. Where river conditions affect a sailing, we work directly with guests to provide options suited to their circumstances, including alternative or future departure dates or continuing with an adjusted itinerary. We remain committed to delivering the best possible experience under the circumstances and ensuring guests are appropriately (compensated) supported where their journey differs from what was originally planned.”

The cruise line says Scenic and Emerald Cruises passengers due to join potentially impacted cruises departing up until Oct. 31 have received initial notifications. Guests are receiving further updates confirming their proposed itinerary and any relevant operational adjustments, if required, about five to seven days prior to departure.

Scenic says guests travelling after this period will be contacted as conditions evolve and more information becomes available. “While current conditions indicate that some restrictions may continue into later October, river levels remain weather dependent, and we will continue to assess each sailing individually,” says the company.

Riverside Cruises’ Senior Director of Sales, Canada, Peter Ouzounov, says Riverside had to cancel its Rhine and Moselle itineraries through Nov. 8, and has been operating alternative itineraries on the Upper Danube. 

He tells Travelweek: “Using our current Danube sailings impacted by low water levels that are preventing us from sailing between Vienna and Budapest as an example, guests have been offered a choice between a 20% refund on the cruise fare they paid, with travel advisor commission protected, or an FTC worth 35% of their cruise fare. The amounts have occasionally varied depending on the circumstances, but we’ve always offered guests a choice between the two.”

This isn’t the first year for low water levels on Europe’s rivers, not by a long shot. With climate change – not to mention Europe’s distinction as the fastest-warming continent on earth, at twice the global average – travel advisors and river cruise lines may be getting a lot of experience dealing with disrupted operations on these extremely popular waterways. 

“Preparing the client is important,” says Keyter.