TUI customers lashed out at the holiday firm after they were refused refunds under a ‘snow guarantee’ for ski trips, while only a few runs at ‘snowless’ resorts remained open.

  • Crystal Skis, part of Tui, secures alternative slopes for its customers if the resort closes.
  • Says this does not apply to the Bulgarian resort of Borovets where 4 runs are open
  • A 27-year-old man and his friends spent £4,250 on a trip to Borovets
  • There is currently one ski lift operating and no intermediate or difficult runs.

TUI customers are furious at the holiday firm after being refused refunds under a ‘snow guarantee’ for ski trips, while only a few runs remain open at the ‘snowless’ resort.

Crystal Skis, which is part of TUI, has a policy of securing alternative slopes for its customers if a resort is completely closed – this logic does not apply to the Bulgarian resort of Borovets where four pistes are open.

According to The Telegraph, a 27-year-old man named George Guilfoyle and his friends spent £4,250 on a trip to Borovets, but now fear they will be paying full price for a third-class holiday.

In a message to the holiday firm, Guilfoyle said: ‘You are sending us 3.5 km of the 58 km open resort.

Crystal Ski has a policy of securing alternative slopes for its customers if one resort is completely closed – this logic does not apply to the Bulgarian resort of Borovets, where four pistes are open.

‘Definitely allow us to change our holiday to another time/destination.’

Meanwhile, for the holidays starting tomorrow, customers were told on Wednesday that their journeys would go ahead.

Currently only one ski lift is operating and there are no intermediate or difficult runs at all.

However, customers have been told that they will not be given a refund if they modify or cancel their booking.

‘We are being forced to move to a resort with no snow,’ Mr Guilfoyle said.

Currently only one ski lift is operating and there are no intermediate or difficult runs at all.

Currently only one ski lift is operating and there are no intermediate or difficult runs at all.

Meanwhile, a spokesman for Crystal Skis said: ‘We are aware that the resorts in Bulgaria are not seeing the snow conditions that we expect at this time of year.

‘For customers traveling to Bulgarian resorts this weekend, ski trips will go ahead as planned as the weather improves in the coming days, with snow forecast and temperatures expected to drop during the week.

‘Whilst we know it is disappointing that the ski area will not be fully open, our standard terms and conditions apply for modifications and cancellations.’

Customers who were due to travel to the destination in late December as fee-free modifications – hardly any slopes apart from the starting area – were open.

Daily Lift Passes are currently operating at a reduced rate. Crystal Ski customers have been told they will not see a reduction in charges unless suppliers issue refunds.

Another customer, James Weston, 36, paid £3,900 to visit the resort with four friends.

‘They said we would receive £50 compensation per person on free revision and travel,’ he said.

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