- Riviera Travel introduced a dedicated incident task force and Travel Updates Hub
- Eight sailings have been cancelled with compensation options including refunds and rebooking
- Four of seven ships continue to sail with tailored contingency measures
- Guests receive proactive updates at 14, 7 and 3 days before departure
- Viking, Uniworld, Emerald and CroisiEurope have also implemented contingency measures
River cruise operators including Riviera Travel have increased support for travel agents and guests as low water levels continue to disrupt sailings on the Rhine and Danube. Several departures have already been cancelled. Companies are offering alternative arrangements and enhanced assistance to minimise the impact on booked holidays. Riviera Travel has introduced a dedicated incident task force and a new Travel Updates Hub, refreshed twice daily with the latest operational information.
Riviera has increased call centre capacity and deployed additional Cruise Directors and head office staff on affected sailings. Guests receive proactive communications at 14 days, seven days and 72 hours before departure. Four of seven ships continue to sail on the affected rivers, with 27 departures having run successfully since July using tailored contingency measures. Eight sailings, under a quarter, have been cancelled where alternatives did not meet customer experience standards.
When a cruise is cancelled, guests are offered three options: a like-for-like rebooking on a future 2026 or 2027 departure at no extra cost, a transfer to another Riviera holiday with any fare difference refunded or a £250 per person contribution applied if the new trip is more expensive, or a full refund. For sailings proceeding with mid-trip changes, compensation is assessed case-by-case post-travel. Viking, Uniworld, Emerald Cruises and CroisiEurope have also implemented contingency measures, including itinerary modifications, ship swaps and flexible rebooking policies.
Vicky Billing, Director of Trade and Partnerships at Riviera Travel, shared: “Supporting our travel agent partners has been a key priority throughout this period. Alongside our dedicated response team, we’ve launched a Travel Updates Hub that is refreshed twice daily, giving agents access to the latest information so they can support customers with confidence.”
