Riviera Travel bolsters agent support amid Europe river disruption

Riviera Travel has stepped up trade support and guest communications following widespread river disruption across Europe, launching a dedicated incident task force and an online hub.

 

The operator’s new Travel Updates Hub is refreshed twice daily with operational info and sailing updates, mirroring all guest communications directly to trade partners.

 

Alongside the portal, Riviera has increased call centre staffing, deployed additional cruise directors and head office personnel to affected sailings and introduced proactive updates for guests at 14 days, seven days and 72 hours prior to departure.

 

Vicky Billing, Riviera Travel director of trade and partnerships, 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.”

 

More: Record low water levels force lines to adjust European river sailings

 

The majority of Riviera’s programme remains operational, with four of its seven ships currently sailing on the affected Rhine and Danube rivers. Since low water levels began affecting European waterways in early July, the line has run 27 departures on the two rivers using tailored contingency plans.

 

Eight sailings have been cancelled – accounting for less than a quarter of affected departures – where Riviera deemed alternative arrangements would not meet brand standards.

 

Where cruises cannot proceed as planned, guests are offered three choices: a price-matched rebooking on the same itinerary for an alternative 2026 or 2027 departure date; a transfer to any other Riviera holiday with a £250pp contribution if the new trip is more expensive (or a refund of the difference if cheaper); or a full refund.

 

For sailings operating with mid-trip itinerary modifications, compensation and goodwill gestures – including future travel vouchers or cash alternatives – are being calculated on a case-by-case basis post-travel.

 

Despite the operational challenges, Riviera said guest sentiment remained strong, reporting an average Trust Score of 8.6/10 across its July Rhine and Danube sailings.

 

James Golding, chief guest experience officer, added: “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.”