The O’Neil family experienced severe disappointment after their £3,482 holiday to Lapland was marred by canceled activities due to unseasonal weather. Despite raising concerns about the lack of snow, Tui, the travel operator, assured them that the trip would proceed. Ultimately, key experiences like husky rides and snowmobiles were canceled, leaving the family feeling frustrated and seeking a full refund for their life savings investment. The travel firm has offered a partial refund but is facing scrutiny over its customer service policies.