Holidaymakers have been left disappointed as TUI was forced to cancel holidays at short notice.
Multiple trips to Lapland have been scrapped due to a lack of snow in the region, particularly Kuusamo.
TUI told GB News: “We are saddened that we had to cancel a small number of customer holidays to Kuusamo in Lapland.
“Unfortunately, a lack of snow and heavy rainfall in this specific resort meant that guests would not have the magical Lapland experience that they deserve.
‘Known as Santa Claus’ homeland, this place dishes up the stuff of festive fairy tales’
TUI
“We have been in touch with all affected customers directly to ensure we have a suitable solution for them.
“We thank all of our customers for their patience and understanding at this time, and we hope they have a wonderful trip to Lapland in the future.”
Affected customers have been given several options going forward. Guests can change their travel dates to any other Lapland trip on sale, including next winter, at no extra cost.
Alternatively, for those who fancy a new destination, guests can rebook a different holiday and receive a 10 per cent booking incentive, with any difference in price refunded. Finally, guests have the option to cancel and receive a full refund.
Earlier in the week, holidaymakers took to X to share their disappointment over skewed vacation plans.
One TUI customer said on the social media platform: “@TUIUK having a nightmare at #kuusamo #lapland.
“Everything has been cancelled and no one is helping. Families stranded have spent thousands with nothing to do #help.”
Another said: “Same here – and zero answers. Also due to fly Sunday. Photos from people already there show it looks like a carpark covered in ice. All saying customer service [has] been appalling!”
‘Tink snow-dusted forests, cosy log cabins and more reindeer than people’
TUI
A third took to X: “@tuiuk we are having the same problem we leave on Sunday and we are getting no answers! We have saved for two years for this holiday and it looks like everything is going to be cancelled please HELP!!!!”
Responding to customer pleas, TUI encouraged affected holidaymakers to send them a direct message with their booking information.
TUI’s description of Lapland holidays reads: “Lapland spreads out across northern Finland, with a flight time of around three and a half hours from London. Known as Santa Claus’ homeland, this place dishes up the stuff of festive fairy tales – think snow-dusted forests, cosy log cabins and more reindeer than people.”
Kuusamo in particular was described by the travel agency as “picture-perfect”.
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