A family secured a refund for their trip to Lapland. (Image: Lisa O'Neil/BBC)
A British family has won their battle for a refund on their £3,500 holiday to Lapland because there was no snow. Lisa On'Neil from Cumbria saved up for the Santa-themed holiday with her husband Wayne and eight-year-old son Finn, but the weather forced the cancellation of most of the activities. TUI gave the green light to the four-day trip despite the no-snow forecast and their "no snow, you don't have to go" policy.
Without the snow, the husky ride, reindeer encounter and snowmobile trip could not go ahead. The travel agency offered a 50% refund, but Lisa launched a six-month appeal and was able to get all her money back, including legal fees. She told the BBC: "We were absolutely elated. You think all of the time have you done the right thing, is it worth the hassle to push through.
TUI said the trip could go ahead despite there being no snow forecast. (Image: Lisa O'Neil/BBC)
"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."
The O’Neils contacted TUI days before they were due to leave after they saw reports of rain, but were told there was snow at their resort. They were also threatened with losing all the money if they cancelled.
While there was some snow on arrival, rainfall overnight soon melted all of it, leaving them to arrange and pay for alternative activities.
ABTA, an association that gets involved to mediate holiday disputes, referred the O'Neils' case to an independent adjudicator who ruled in their favour.
The report read: "The family's essential purpose in taking the trip, to enjoy snow-based activities, was defeated."
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The adjudicator also found that TUI failed to comply with its "no snow, you don't have to go" policy, and the family would not have gone on the trip if the travel agency had let them cancel or reschedule it.
Lisa said she received support during the process from a couple who'd been on a £20,000 cruise that was affected by adverse weather conditions, plunging them into a six-year legal battle.
She said: "They gave me loads of advice and the inspiration to keep going, so I am really grateful to them."
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