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  1. ITV Report

Family in tears as firm cancels Christmas trip to Disneyland Paris

Darren Small, 38, had to tell his five children that their Disneyland Paris trip was not going to happen. Credit: ITV News

A family from Newport has said their five children were left in tears when their Christmas trip to Disneyland Paris fell through, even though they they paid out nearly £2,500.

The tour operator, Day Trips Newport Ltd, which advertises on Facebook, has told ITV News several other families also had their trips cancelled.

Gwent Police has confirmed it is aware of complaints.

Credit: ITV News

Darren Small, 38, broke the news to his five children that their festive holiday to Disneyland Paris was not going to happen.

Production worker Darren said he feels like he's let down his children.

My older kids are comforting me and saying 'it's not your fault dad,' and that makes me feel worse.

I'd packed our bags, put the dog in kennels and everything.

We were all so excited and now I feel like I've let them down. It broke my heart to tell them the trip was off.

I hope we'll go next year but I don't want to get their hopes up again.

It was part of their Christmas present. They can’t do this to families.

– Darren Small

Darren, from Newport, said he began to worry when he asked the company for details of his booking before the planned trip this weekend.

We started to worry when we struggled to get exact details of our trip from Day Trips Newport.

We contacted Disney's Hotel Santa Fe, where we were meant to stay, but there was no record of our name at all. We were in panic mode then.

– Darren Small

Darren was informed that the trip was no longer going ahead by Day Trips Newport Ltd - and that the matter was with their insurance company.

The Small family will not be celebrating in Disneyland Paris as planned. Credit: ITV News

Day Trips Newport Ltd operates using a Facebook page and says it organises coach trips from Newport.

In a statement to ITV News, Matthew Neale from Day Trips Newport Ltd said it was working with its "insurance company to retrieve the money".

All monies received for trips are passed over to 3rd parties.

In regards to the Disney Trip this Month we was contacted on the 11th December at around 17:30 to state the Holiday was cancelled.

Day Trips Newport LTD notified everyone who would be affected by this as quickly as possible.

We are terribly sorry for the heartbreak this has caused to all the families.

We are now working with our own Insurance Company to try and retrieve the money which will be immediately sent out to all families affected.

– Matthew Neale, Day Trips Newport Ltd

A spokeswoman for Gwent Police said it is aware of complaints and is looking into whether any criminal activity has taken place.