TUI is promising full refunds for customers of its new, yet-to-launch river cruise programme if they have any unresolved issues on board.

The line’s MD Chris Hackney says any customer who ‘is genuinely not satisfied’ will be given a full refund.

TUI River Cruises said it is also working with COVID testing provider Chronomics to supply ‘affordable and easy’ cruise-specific testing packages. Further details will be released shortly, it said.

 “Our ships are looking fantastic and are ready and waiting to whisk our customers away to some of Europe’s big-name cities and hidden gems,” added Mr Hackney.

“We’ve introduced extra measures to allow us to operate safe and enjoyable river cruises, and we know that our customers will have an amazing experience when they sail with us. 

 “Customers can also expect TUI’s trusted service delivered by our friendly and knowledgeable onboard team.  We are so confident people will love sailing with us, if for any reason we do not fulfil our promise to deliver a fantastic holiday with excellent service, and a customer is genuinely not satisfied, we’ll give them their money back.” 

The guarantee only applies to cruises up to 25 October, it only applies to the cruise element of the trip and doesn’t apply to events beyond TUI’s control. Also, customers must have raised a complaint on board.

The river cruise programme is due to begin on 2 August, for fully vaccinated customers only.