A family have won a six-month fight for a refund on their £3,500 dream holiday to Lapland which was hit by a series of weather-related cancellations. Lisa O'Neil complained after tour operator Tui told her that her family's four-day trip could go ahead last December despite there being no snow forecast and the firm having a "no snow you don't have to go" policy in place. It meant none of the snow activities part of the package - a husky ride, reindeer encounter and snowmobile trip - could go ahead. Tui, which has been approached for comment, initially only offered a 50% refund, but Mrs O'Neil's successful appeal means she has received full compensation, including legal fees. "We were absolutely elated," said Mrs O'Neil, 40, from Gosforth in Cumbria. "You think all of the time have you done the right thing, is it worth the hassle to push through. "But when you know that you're in the right and you're just being forced into a situation by a corporate company, [the outcome] just validated all of the hard work that we put in." Mrs O'Neil and her husband Wayne had spent their savings on the Lapland trip for their son Finn, who is now eight. A couple of days before departure they contacted Tui to raise concerns about the forecast of rain, but were reassured there was snow at their resort and were told if they chose to cancel the holiday they would lose the money. On arrival they were greeted with a "magical" winter wonderland scene, but overnight rainfall melted all the snow. As they had feared, all snow activities for their trip were cancelled, leaving them to arrange and pay for alternatives. When they first complained to Tui they were offered 50% of their money back, which they refused. ABTA, an association of travel companies which helps mediate disputes, referred the case to an independent adjudicator who found in favour of the O'Neils. "The family's essential purpose in taking the trip, to enjoy snow-based activities, was defeated," the final adjudication read. It added Tui had not complied with its own "no snow" policy and the family would not have set off for their trip had Tui let them cancel or reschedule it. Mrs O'Neil said the family's fight for a refund seemed daunting at times but,after their experience was featured in a BBC News article, a couple contacted them to help with the claim. "This couple had been on a cruise that cost them £20,000," Mrs O'Neil explained. "It was for a big anniversary but, because of the weather, they couldn't do all the stops that they were supposed to do." The couple had been successful in securing their claim after a six-year legal battle and shared their knowledge with the O'Neils. Mrs O'Neil said: "They gave me loads of advice and the inspiration to keep going, so I am really grateful to them." Follow BBC Cumbria onX,Facebook,NextdoorandInstagram.
Family wins fight for no-snow Lapland trip refund
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"Family Secures Full Refund for Lapland Holiday Due to Weather Cancellations"
Bbc News
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TruthLens AI Summary
A family from Cumbria has successfully secured a full refund for their £3,500 holiday to Lapland after facing a series of weather-related cancellations that rendered their planned activities impossible. The O'Neil family, who had anticipated a magical four-day trip filled with snow activities like husky rides and snowmobiles, were initially told by tour operator Tui that their trip would proceed despite a lack of snow. Tui operates a 'no snow, you don't have to go' policy, yet the family found themselves in a predicament when they arrived to find that heavy rain had melted all the snow overnight, leading to the cancellation of all snow-related activities. After an initial offer of a 50% refund from Tui, Mrs. O'Neil decided to fight for a full refund, believing that the company had not adhered to its own policies regarding snow conditions.
The family's journey to obtain their refund was not easy, and they received support after their experience was featured in a BBC News article. They were contacted by another couple who had faced a similar issue, which provided them with invaluable advice and encouragement. Eventually, the case was taken up by an independent adjudicator through ABTA, who ruled in favor of the O'Neils, stating that the family's primary purpose for the trip was defeated due to the lack of snow activities. The adjudicator noted that Tui had failed to comply with its own policies and that the family would not have traveled if they had been allowed to cancel or reschedule. The O'Neils expressed their joy at the outcome, feeling validated after what they described as a daunting process, and they hope their experience will inspire others facing similar challenges with travel companies.
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