A Sheffield family’s holiday was cancelled after travel company TUI said the price they paid was a mistake on its website.

Charlotte Hargreaves and her partner, from Brincliffe, had booked a £3,500 holiday yet it was cancelled soon afterwards despite the couple receiving a confirmation email. They were then asked to book the holiday again at a higher price.

Charlotte said: “The holiday would’ve been the first time my partner and all of our children could’ve gone away together – we were so disappointed.

“Under their terms and conditions – they cannot raise the price for any other reason and mistakes in their website pricing aren’t covered.”

The family was later contacted by a TUI representatives and informed their holiday will be cancelled and refunded unless they pay the new price.

Charlotte added: “The agents referred to the Terms and Conditions and why they could cancel my holiday which weren’t actually right.

“My partner works in a law school and asked colleagues who are qualified solicitors and barristers and they said that the terms and services could be challenged as they were ambiguous.”

Charlotte and her partner confirmed that they will no longer be booking with TUI again and will take the issue further with the agency.

She said: “Its awful. I believe that their attitude is not reflective of a company that state their values are ‘trusted, unique and inspiring’.”

TUI has since responded to the matter and has apologised for the inconvenience caused to the customer.

TUI Press Officer, Georgia Baker, said: “We’re sorry that our customer remains unhappy with the IT error that took place for a short time, resulting in incorrect prices being displayed for a small number of holidays to the UAE.

“Our legal team have been in direct contact with the customer and they have been advised of their options.”