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12 December 2010
Last updated at 12:24 ET
About 150 travellers have been stranded in Finland overnight after flying to Lapland for a day trip to see Santa.
Families who flew from Cardiff Airport say they are angry at their treatment.
One traveller, Jan Johnson from Swansea, who paid £1,500 for the trip, described it as "absolute hell".
Travel firm Transun said it was "deeply sorry" for the situation but said it was "impossible to legislate for technical issues with an aircraft". The flight is due at Cardiff on Sunday.
One of the stranded passengers, Jan Johnson explained that on arrival to Finland, their flight was diverted and all passengers had to go on a three hour bus trip to Lapland.
"We arrived at the venue at ten to five and had to be picked up at seven forty five so all activities included in the price were cancelled.
"The only thing we got to do was to go and see Santa in his house as we thought that was the most important thing for the children.
"The reindeer ride, the husky trip, sledging and tobogganing were all cancelled because there was just no time.
"We understand that there was a problem with the aircraft, that can happen at any time, but our concern was that no one from the organising company, Transun, were sent.
"There were little ones with us who required milk, nappies, baby food and the hotel, through no fault of their own, were just not prepared for us."
Continue reading the main story “Start Quote
She said the passengers arrived at the hotel during the early hours of the morning and were told a representative from the travel firm would be in contact.
However she said no representative arrived and information was on how they would be transported back to Cardiff was scarce.
"The whole experience has been horrendous," she said.
But in a statement Transun explained that it had not been made aware of the passengers difficulties with the return flight until well after its representatives had made a 250km journey home.
It said: "On Saturday a flight carrying Transun customers to Lapland could not land because of a faulty aircraft stranded on the runway.
"It is the first time in 20 years this has happened.
"The aircraft landed at an alternative airport and we bussed the passengers to the right location at our own expense.
"Our reps escorted the passengers to their departing flight, which subsequently developed a technical fault.
"Under the rules of engagement once the passengers are on board they are the responsibility of the airline.
"We were not informed of this difficulty until some time later, when our reps had left the area to return to their homes 250km away.
"Our staff returned the following day to assist passengers where possible.
"We are deeply sorry for the problems faced by our customers but it is impossible for us to legislate for technical issues with an aircraft and we make that clear in our holiday contract with passengers, which is standard for the industry."
Cardiff Airport confirmed that a flight was expected to arrive from Lapland at 2045 GMT on Sunday.
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Families who flew from Cardiff Airport say they are angry at their treatment.
One traveller, Jan Johnson from Swansea, who paid £1,500 for the trip, described it as "absolute hell".
Travel firm Transun said it was "deeply sorry" for the situation but said it was "impossible to legislate for technical issues with an aircraft". The flight is due at Cardiff on Sunday.
One of the stranded passengers, Jan Johnson explained that on arrival to Finland, their flight was diverted and all passengers had to go on a three hour bus trip to Lapland.
"We arrived at the venue at ten to five and had to be picked up at seven forty five so all activities included in the price were cancelled.
"The only thing we got to do was to go and see Santa in his house as we thought that was the most important thing for the children.
"The reindeer ride, the husky trip, sledging and tobogganing were all cancelled because there was just no time.
"We understand that there was a problem with the aircraft, that can happen at any time, but our concern was that no one from the organising company, Transun, were sent.
"There were little ones with us who required milk, nappies, baby food and the hotel, through no fault of their own, were just not prepared for us."
Continue reading the main story “Start Quote
We are deeply sorry for the problems faced by our customers”
End Quote
Transun statement
She said the passengers arrived at the hotel during the early hours of the morning and were told a representative from the travel firm would be in contact.
However she said no representative arrived and information was on how they would be transported back to Cardiff was scarce.
"The whole experience has been horrendous," she said.
But in a statement Transun explained that it had not been made aware of the passengers difficulties with the return flight until well after its representatives had made a 250km journey home.
It said: "On Saturday a flight carrying Transun customers to Lapland could not land because of a faulty aircraft stranded on the runway.
"It is the first time in 20 years this has happened.
"The aircraft landed at an alternative airport and we bussed the passengers to the right location at our own expense.
"Our reps escorted the passengers to their departing flight, which subsequently developed a technical fault.
"Under the rules of engagement once the passengers are on board they are the responsibility of the airline.
"We were not informed of this difficulty until some time later, when our reps had left the area to return to their homes 250km away.
"Our staff returned the following day to assist passengers where possible.
"We are deeply sorry for the problems faced by our customers but it is impossible for us to legislate for technical issues with an aircraft and we make that clear in our holiday contract with passengers, which is standard for the industry."
Cardiff Airport confirmed that a flight was expected to arrive from Lapland at 2045 GMT on Sunday.
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