The O’Neil family, who spent nearly £3,500 on a holiday to Lapland, faced disappointment when their trip was negatively affected by unseasonal weather. Despite raising concerns with Tui before their departure, key activities like husky rides were canceled due to insufficient snow. Mrs. O’Neil expressed her frustration at Tui’s handling of the situation and has submitted a complaint seeking a full refund, emphasizing that the company’s assurance policies did not reflect their experience.