A family is alleging that Tui, a package holiday company, made a series of mistakes in the lead-up to the death of a woman who fell ill at a luxury resort in Cape Verde.

In October, Karen Pooley, a resident of Lydney in Gloucestershire, became severely ill with gastrointestinal symptoms while staying at the Riu Funana resort in Sal, Cape Verde.

Pooley, 64, is one of six British nationals who have died after visiting the island nation since January 2023, with all of their families now pursuing personal injury claims against Tui.

Tui has not directly addressed the family's concerns, but has stated that it is investigating the allegations.

The company has declined to provide further comment while the legal proceedings are ongoing.

According to Karen's daughter, Liz, her mother likely contracted a bacterial infection known as shigella, which affects the digestive system, during her holiday.

Liz told the BBC that her mother and a friend were so unwell that they were unable to leave their room.

Liz explained that her mother suffered a fall in the bathroom after slipping on water from a leak that the hotel had been notified about, resulting in a broken femur.

Liz expressed frustration with the level of support provided by the Tui representative, citing inconsistent help and unavailability when her mother needed assistance.

She described the experience as marked by delays, confusion, and language barriers at every turn.

Liz emphasized the lack of interpretation services and guidance for her mother.

A nurse eventually accompanied her mother to the Clinitur clinic on Sal island, but Liz found it extremely difficult to obtain updates on her mother's condition.

The Clinitur clinic has not responded to the BBC's requests for comment.

Liz recounted the challenges of trying to contact the clinic, saying, "We couldn't get anyone to answer the phone, and we begged for an interpreter."

She described her mother as being in a state of confusion, pain, and inability to communicate.

On October 16, Karen was airlifted to Tenerife in the Canary Islands for urgent medical attention, but unfortunately passed away the following day.

The official cause of death was determined to be sepsis and multi-organ failure.

Liz reflected on the rapid progression of her mother's illness, saying, "It happened in a matter of days – a fall, an infection, and then she was gone."

She expressed regret that the family was unable to say a proper goodbye to her mother.

Liz believes that her mother's chances of survival might have been improved if Tui had responded differently.

She attributed the delayed response to a lack of communication, which slowed the reaction time of both Tui and the clinic.

Liz stated that this inadequate response ultimately led to her mother's death.

The family reported receiving automated messages from Tui, asking Karen to rate her holiday, even after her passing – including a message sent to her phone after her death.

Liz said that this incident made her feel like her mother was just a statistic, rather than a person.

The family's decision to speak publicly is motivated by a desire to prevent other families from experiencing similar circumstances.

Liz emphasized that no family should have to go through what they endured, saying, "Our mum should have come home."

Since October 1, the UK Health Security Agency has identified 118 cases of shigella and 43 cases of salmonella linked to travel to Cape Verde.

The majority of shigella cases were found to be among individuals who had visited the Santa Maria and Boa Vista areas.

A spokesperson for RIU Hotels and Resorts stated that the health and safety of their guests is always their top priority, and that their hotels in Cape Verde adhere to strict international health and hygiene standards.

The spokesperson added that these standards are certified by external consultancy firms specializing in health and safety.