Since river disruption began in early July, Riviera Travel has enhanced support for travel agent partners and guests through a dedicated incident task force.
*All details correct at time of publish (06 August 2026)
The operator’s new Travel Updates Hub is also updated twice daily with the latest operational information and sailing updates.
Working closely with operating partners across Europe, Riviera Travel’s specialist task force monitors river conditions, coordinates contingency plans and ensures agents receive timely, transparent communications to support their customers.
All guest updates are mirrored to travel agent partners, providing a single, consistent source of information.
Riviera Travel has also increased call centre capacity and deployed additional Cruise Directors and head office colleagues on affected sailings, while guests receive proactive updates at 14 days, 7 days and 72 hours before departure.
Vicky Billing, Director of Trade and Partnerships at Riviera Travel, said:
“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.”
The majority of Riviera Travel’s programme continues to operate, with four of its seven ships currently sailing on the affected Rhine and Danube rivers.
Since July, Riviera has successfully operated 27 departures on these rivers using tailored contingency measures where required.
Eight sailings have been cancelled, making up less than a quarter, where alternative arrangements would not have met the company’s customer experience standards.
To ensure every guest receives appropriate care, we evaluate every impacted departure individually. Where a cruise cannot go ahead as planned, guests are offered three clear options:
Price-Matched Rebooking: Rebook the same itinerary, cabin type, and departure airport for an alternative date in 2026 or 2027 at no extra cost.
Transfer to Another Holiday: Transfer to any alternative Riviera Travel holiday departing in 2026 or 2027 (including Douro, Seine, or Rhône cruises, or European/Worldwide escorted tours). If the new holiday costs less, we will refund the difference; if it costs more, we will contribute £250 per person toward the balance.
Full Refund: Receive a full refund where significant itinerary changes occur and a guest prefers to cancel.
For sailings that proceeded with necessary mid-trip modifications, Riviera Travel’s team assesses compensation or goodwill options on a case-by-case basis following travel, offering either future travel vouchers or cash alternatives.
Guest confidence remains strong, with July Rhine and Danube departures achieving an average Trust Score of 8.6/10 and an overall positive sentiment score of nearly 88%.
James Golding, Chief Guest Experience Officer, said:
“Transparency and communication are critical during periods of disruption. Through our dedicated response team and close collaboration with our operating partners, we’re ensuring agents and guests have the latest information and support at every stage of their journey.”
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