BBC Watchdog is due to feature undercover footage filmed on board Thomson Cruises’ new ship Thomson Dream tonight following complaints by passengers.
Issues over air conditioning and plumbing on board the vessel are expected to be highlighted following five days of secret filming on a cruise in the Mediterranean from Palma.
The Tui cruise company said it had “refuted the majority of the claims they are intending to make”.
Reporters from the consumer TV programme took undercover footage following complaints from three passengers on the former Costa ship’s maiden summer season.
Tui UK and Ireland communications director Christian Cull said: “We’re naturally sorry to hear that some of our customers did not enjoy their time on board Thomson Dream this summer.
“The fuller picture is far more positive, however. The majority of our customers have told us they enjoyed a fantastic holiday with us. For example, 94% of customers rated the experience as good or excellent at the time Watchdog’s team were onboard.
“Our customers’ health and safety remains our ultimate priority, and should we have any reason to believe there was a risk to anyone due to travel on Thomson Dream, we would not continue to offer the holidays.
“Thomson Cruises is proud of the service record and positive feedback we receive about all our cruises and ships. And we are confident those due to travel on Thomson Dream will enjoy a quality holiday experience in line with their expectations.”