Episode 9 Rip Off Britain


Episode 9

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We asked you who's left you feeling ripped off when it comes to

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your holidays, and you came back with a

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catalogue of travel disasters.

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Holidays are supposed to be a time of relaxing,

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not a time of more stress, and certainly not a time of stress

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whilst you're away.

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It's just annoying, that you think, "What next?

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"What are they going to put a charge on next?"

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So, whether it's a deliberate rip-off,

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a simple mistake or a catch in the small print,

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we'll find out why you're out of pocket and what you can do about it.

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Your stories, your money.

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This is Rip-Off Britain.

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Hello, and welcome once again to Rip-Off Britain.

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Although, as you've probably already spotted, this series,

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we're not in Britain, but Tenerife.

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We're here to investigate some of your stories to do with travel and

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holidays. And, today, we're looking at problems

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that crop up before you've even stepped onto the plane,

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because they're all to do with unexpected disasters at the airport.

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Because airports are often stressful, crowded and confusing.

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And they don't always get you in the holiday mood.

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Indeed, there are lots of people who've given up going abroad,

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just to avoid having to go through them in the first place.

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And it really is true that if something goes wrong at that stage,

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before you've even left the country,

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it can put a real dampener on the start of your trip.

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It's clear that some airports are working hard to improve the

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entire experience. So, as well as some surprising revelations

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to do with things we could all get caught out by

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before we even take off, we'll also take an exclusive look

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behind the scenes at some of the ways they're trying

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to make things better.

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Particularly for those who need that the most.

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Coming up - after one family's brush with security

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led to them missing their flight, we cut through the

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continuing confusion over what you can and can't take on a plane.

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We said, "Well, what do we do now?

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"We've missed it, what do we do?"

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So, he said, "We can book you on another flight tomorrow morning,

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"exactly the same, but you have to pay."

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And, if the hi-tech chip in your passport suddenly stops working,

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should it be you that has to stump up for a new one?

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I'm in a bit of a tricky situation,

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but the alternative is to fork out for a new passport

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and spend all that money, when, actually, what if I have

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the same problem again?

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It seems incredible to think that nearly 16 years have passed

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since the September 11th terrorist attacks on the US.

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That date marked not only a pivotal turning point

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in world events, but also the moment that triggered a complete overhaul

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of airport security. Since then, many measures have been introduced

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to ensure that flying remains the safest way to travel,

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from biometric security to full-body scans.

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And, of course, there's the one that most of us will be familiar with -

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limits on what liquids and toiletries you're allowed to take

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onto the plane.

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It's all completely understandable and necessary, of course,

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but some of you have contacted us to say you're confused

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about those rules on liquids, unsure of what and how much

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is allowed on board.

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The check for potentially dangerous items, just before security,

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has become a familiar part of airport travel.

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But even if you're confident you know what is and isn't permitted,

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you can get caught out by the rules,

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and end up having something confiscated.

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I think it's a bit silly, I have a little, tiny liquid and a deodorant,

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and it would be quite easy to see and know that it's deodorant.

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So it's always a bit of a hassle to do this.

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With all the attacks there's been in airports,

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you might as well be as safe as possible.

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There's nothing more infuriating than standing behind people

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in a queue, and their bag's held up cos they've got bottles of water

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and bottles of perfume. It's been in place long enough

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that we should all know. And it's for our own safety.

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Every year, hundreds of tonnes of banned substances end up

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having to be dumped by passengers at the last minute.

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And the items that prove contentious aren't necessarily

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the ones you might expect.

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Enjoying your milk?

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Eva Fernandez, from Barry Island in South Wales, is 16 months old.

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But when she, her grandmother, Yvonne Delaney,

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and other family members were jetting off to Barcelona,

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she was aged just three months.

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Her life would revolve around milk,

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so that bottle's very important to her.

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So, when we go away or when we go anywhere,

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we always have the bottle ready, just in case we're held up anywhere.

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Eva's grandparents had planned a four-day trip to Spain

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as a pick-me-up after what had been a difficult pregnancy,

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when even Eva's mum, Caroline, developed pre-eclampsia.

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Pre-eclampsia could kill the baby and the mother.

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We didn't realise until very late in the pregnancy that she was suffering

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from this.

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They booked early morning flights through easyJet from Luton,

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packing two cartons of milk formula powder and some liquid milk for Eva

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in their hand luggage.

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We'd already checked in online, we had all the documentation.

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Our flight was 6.50.

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We must have checked in about 4.45.

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Then we went to security, and that's where it

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all went horribly wrong.

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A security officer screened their pram and hand luggage.

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They'd taken the pram away, which was not a problem.

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And then, obviously, individually, we were screened,

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and then they started on the milk formula.

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Took away one box.

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You might think powdered milk would cause no problem at security.

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After all, it's not on the list of items that are banned.

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But it could, potentially, be mistaken

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for other banned substances, including drugs.

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I'm a lay person, don't know anything about narcotics.

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But it's baby formula.

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But, of course, time was going on then

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through security, we knew it was.

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The team returned with an all-clear for the carton of powder

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they'd analysed.

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We thought we were ready to go, we were getting geared up to leave.

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Then they took the other carton for analysis.

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Time was ticking by, so we tried to alert easyJet personnel to say,

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"Look, we need to catch this flight."

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But we didn't get any sort of...

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No, they just ambled through.

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We were just losing hope, really, that we'd get to the gate.

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I remember Caroline saying, "Well, we could still make it,

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"because we've still got some time."

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When we got there, a person from easyJet was there to say, you know,

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"It's too late, the gate's closed now."

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But we said, "But we've still got some time,

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"and our baggage is on there."

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And she said, "No, it's closed."

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It was just very disappointing, very disappointing.

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And the incident had an expensive sting in the tail,

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when they spoke to the man on the easyJet desk.

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We said, "Well, what do we do now?

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"We've missed it, what do we do?"

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So, he said, "We can book you on another flight in the morning,

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"exactly the same, but you have to pay."

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They just washed their hands of it.

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It's easyJet's line, isn't it?

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It's your responsibility to get to the gate.

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The family had to pay for another night in the airport hotel

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to make the early flight time, plus, of course,

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for the flights themselves.

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It cost us £250 for the hotel for the night

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for the two rooms.

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And then it cost us a further £250 for the flights.

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So £500.

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The most disappointing point was that we were actually...

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We weren't in Barcelona.

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You've missed the flight, and you've actually missed the holiday.

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You know you've missed one whole day and night in the hotel in Barcelona.

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Well, easyJet's version of events isn't quite the same as Yvonne's

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as the airline say all this stemmed from the family arriving too late

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at the airport, leaving only six minutes to clear security

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before they needed to be at the gate.

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It went on to say that it always asks that...

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That was reiterated by Luton Airport, which,

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while stressing that...

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..told us it recommends allowing two to three hours to drop off baggage

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and pass through security,

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adding that home-prepared bottles of sterilised breast or cow's milk

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above 100ml are permitted for those travelling with infants.

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The airport also said that those travelling with formula

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should ensure it's available for inspection, and...

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Yvonne's story is a reminder that we all risk security delays if there's

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anything in our hand luggage an officer might think

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could be prohibited.

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But, a decade on from the terrorist threat which first led to the ban on

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liquids, aerosols and gels,

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it's clear there's still confusion over what can and can't

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be carried in your hand luggage,

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resulting in all these goods being confiscated on the way to the gate.

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The controls were introduced in 2006,

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after a terrorist plot to create an explosive device on board from

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hazardous ingredients, carried in seemingly ordinary containers.

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So how much do passengers here at Manchester Airport know about what's

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banned and what isn't?

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We put some of them to the test, with the help of our travel guru,

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Simon Calder.

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Even though the LAGs rules - liquids, aerosols and gels -

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have been with us for over a decade now,

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there's still huge amounts of confusion about what's allowed

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and what isn't.

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For instance, here's a snow globe and a grapefruit.

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Similar volumes. Is either allowed? Are both allowed?

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I'm going to ask the Great British public what they think.

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I'm going to start off with this.

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-Banned.

-Banned.

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-Banned.

-I'd say it's probably allowed.

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I'd say it's probably banned.

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-Yep, banned.

-Banned, it is.

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More water gets thrown away than anything else.

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There is an easy way around it.

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I always take an empty water bottle through the security checkpoint,

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which, of course, is allowed,

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and then ask the nice people at a cafe or restaurant

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to fill it up with water, which they do, with a smile.

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Also on the subject of liquids, allowed or banned?

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-Banned.

-I'd say banned cos it's got liquid in it.

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That amount, allowed.

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Right, OK. I know why you're saying that,

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cos that's clearly less than 100ml.

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But, it's the size of the container that counts, so, I'm afraid,

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you're wrong, but it's understandable.

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We've got two things, very similar volume.

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Not allowed.

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I'm going to say allowed, it's food.

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Banned.

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-I'd say that's allowed.

-Allowed.

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Yep, ooh, I'm afraid, Linda, it's allowed.

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Definitely is. Also very good for you, lots of vitamin C.

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Good for a long flight.

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What about this lovely chap?

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Erm, I would say that's probably banned.

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I think it might be allowed, actually.

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-Banned.

-Right.

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-Oh, Linda...

-I'm wrong again!

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No, I'm so sorry!

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That's right, the snow globe is also on the banned list,

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and should go into the hold.

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It just shows how much confusion there is.

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Because the security staff can't tell

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what the volume is, they'll just say it's banned.

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Let's see if they do any better with these next items.

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From liquids to sharps,

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and here we have nail scissors and a Swiss Army knife.

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-ALL:

-Banned.

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Well, no.

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These are both allowed because the blade is less than 6cm,

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just over a couple of inches.

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Now, having said that,

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security staff may confiscate other stuff if they consider it a risk,

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even if it normally is allowed through hand luggage.

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Love it or hate it, Marmite.

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-Hate it.

-You hate it, OK.

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Should be banned.

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OK, allowed or banned? Whether or not you like it.

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I'd say it's probably allowed.

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-Yeah.

-Yeah, allowed.

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No.

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It's 125ml of gel, they count it as.

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And so, therefore, they won't let it through.

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And, finally, this is baby milk, 200ml, allowed or banned?

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Allowed, I'm going to say allowed, because you need it.

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Banned.

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Alan, I'm glad to see you're defiantly sticking to your answers,

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but, again, you're wrong. Assuming you've got a baby, that is,

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you're allowed to take a reasonable quantity of baby milk,

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even if it's above 100ml.

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So this is allowed.

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Quite alarming results here.

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I've just totalled them up, and half the time

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people are wrong about what's allowed and what isn't allowed

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through the security check.

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Of course, make sure, online, that you know what the rules are.

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Bear in mind that they may be different when you're coming back

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from when you're leaving Britain. And, if in doubt,

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leave it out or put it in your checked baggage.

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Of course, it's not just the people we tested who get this wrong.

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In fact, Manchester Airport says that passengers failing to follow

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the rules on liquids occupies more of their security officers' time

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than any other issue.

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I think it's fair to say that it does cause some frustration

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for our customers. However, what we do find is

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most people understand that the safety and security

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is of our utmost importance.

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We can't quantify the actual cost of this operation to us as

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an airport, but just to give an indication, on average,

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one in five trays do get rejected as a result of liquids and gels.

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And they then need to be taken off the load and rescreened,

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which does cause operational challenges during busy times.

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At Manchester, a staggering 80 wheelie bins a day

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are sent off for recycling.

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Some of them are driven away by Andy Dwyer,

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of Mitie waste and environmental.

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The stuff that people turn up with, I mean,

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we have a collection from the terminals which is called

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the sharps collection. In the sharps collections,

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it's just knives and forks, which people are going to

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the holiday homes with.

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They don't put them in their suitcases,

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they put them in their hand luggage, for some strange reason,

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don't really know why. Their suntan lotions, they put them

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in their hand luggage.

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Why would you do that? Put them in your suitcase.

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This is where the dumped material is brought,

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to a site just outside the airport, where it's crushed,

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and the liquid is drained off.

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Everything we collect, that is recyclable,

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comes into this hazardous waste compound.

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For example, passengers bring lighters.

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They are allowed to take a lighter on board

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if it's in a clear bag.

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Unfortunately, not everybody listens to that.

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These are the plastic bottles, this is the end product,

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if you will, the bales that we do weekly.

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Same thing again with the cans.

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Aluminium and steel.

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It's such a lot of waste,

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cos people don't think about what they're bringing to the airport.

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So will the ban on liquids go on forever?

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Well, the Department for Transport says it keeps security measures

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under constant review,

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and it would encourage all passengers to plan their trips

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and check with their airline on restrictions before setting off.

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How does the future look?

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Well, the airports and the airlines are working toward

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something called smart security,

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so you won't need to worry about liquids any more.

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You'll just walk through a corridor,

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all the way from check-in to departures,

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pretty unaware that you're being screened.

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When's that going to happen?

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I absolutely don't know, neither do they.

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But, in the meantime,

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all you can do is do your best to know what the rules are.

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I'm sure none of you need reminding that,

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if you're going to be going on holiday outside of the UK,

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you aren't going to get very far without one of these -

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a passport. Indeed, over the last decade,

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each new one issued has included a biometric chip.

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It's designed to be scanned at customs to make the whole process

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a lot quicker and more secure.

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But though the passport itself is valid for ten years,

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some of you have found that the chip inside

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can fail long before then.

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Which, as far as some countries are concerned,

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means that the passport is invalid.

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So we've taken a close look at why these chips just might go wrong,

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and what to do if yours could also be affected.

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The passport is perhaps the most enduring feature

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of international travel,

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and has been key to giving us access

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to faraway lands for centuries.

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And for Ali Mahoney, her passport isn't just an essential requirement,

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it's a reminder of all the interesting places

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she's visited around the world.

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Indonesia's stamp is probably the most attractive stamp that I had

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in the passport. I've also got the stamp for Argentina,

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when I went to Buenos Aires, which was a really interesting week away.

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Another fond memory is from Fiji.

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But on her last few trips abroad,

0:17:320:17:34

her passport hasn't been giving her the smooth passage through customs

0:17:340:17:38

that she's been used to. Though she didn't initially realise

0:17:380:17:41

the significance, her problems began on her return

0:17:410:17:44

from a skiing holiday in 2015.

0:17:440:17:46

On my way back from Geneva was the first time that I was stopped

0:17:480:17:52

and kind of interrogated in more depth.

0:17:520:17:54

It made me feel pretty uncomfortable and quite embarrassed.

0:17:540:17:57

But, at that time, I wasn't thinking it was a problem with my passport,

0:17:570:18:00

I was thinking perhaps there was a problem

0:18:000:18:02

that they found with me and my travel.

0:18:020:18:04

But a month later, on her way back from a trip to Malta,

0:18:060:18:09

Ali was stopped at passport control again.

0:18:090:18:12

Similar thing happened at the passport control.

0:18:140:18:17

I was stopped at the desk.

0:18:170:18:19

It wasn't the usual quick pass through.

0:18:190:18:21

Again, it was quite an in-depth interrogation,

0:18:210:18:25

and the passport being flicked through, several pages,

0:18:250:18:27

lots of different questions.

0:18:270:18:30

And it was at that time that the officer suggested that, perhaps,

0:18:300:18:33

there might be a problem with the chip in my passport,

0:18:330:18:35

which made me think, "OK, perhaps it it's not me,

0:18:350:18:38

"perhaps it is actually my passport."

0:18:380:18:40

The officer suggested that the biometric chip in her passport -

0:18:400:18:45

the technology that stores all the personal information about you -

0:18:450:18:48

might not be working.

0:18:480:18:50

So when she got home, Ali did some online research into these chips,

0:18:500:18:54

and found that they may not always be as robust as you might expect.

0:18:540:18:58

Through some of the research that I did online,

0:19:000:19:02

there were question marks

0:19:020:19:03

over whether the chips could withstand the

0:19:030:19:06

real-life usage of a ten-year passport,

0:19:060:19:08

and that's what made me contact the Passport Office

0:19:080:19:11

and ask for them to look into my passport.

0:19:110:19:14

After an investigation, the Passport Office got back to Ali, saying that,

0:19:140:19:18

while normally the chips are covered by a warranty that lasts as long as

0:19:180:19:22

the passport itself - usually ten years - in her case,

0:19:220:19:25

that wasn't going to apply.

0:19:250:19:27

She was told she must have damaged the chip

0:19:270:19:29

and, as such, the warranty was void,

0:19:290:19:31

and she'd have to stump up the cost of a replacement.

0:19:310:19:34

When they returned it and said that I'd caused the damage

0:19:340:19:37

and it made the chip not work any more,

0:19:370:19:40

I was so frustrated.

0:19:400:19:42

I keep my passport in a leather wallet when I'm travelling

0:19:420:19:46

and when I'm at home, so it's always stored nice and safe.

0:19:460:19:50

It's not rolling around in a bag or anything like that -

0:19:500:19:53

it's always kept in good condition, because it has to,

0:19:530:19:57

it has to last me ten years.

0:19:570:19:59

But Ali couldn't see why she should have to fork out for a new passport

0:19:590:20:03

only four years after getting the last one.

0:20:030:20:05

Not least when, as far as she's concerned,

0:20:050:20:07

she really has done her best to keep it in good condition.

0:20:070:20:11

I sent it off a second time

0:20:110:20:13

with a letter highlighting the fact that the damage -

0:20:130:20:16

or the so-called damage -

0:20:160:20:17

was so small that it was barely visible to the human eye, and that,

0:20:170:20:21

as a consumer, as someone who paid quite a lot of money for this new

0:20:210:20:26

biometric passport, that I felt that I should be given a replacement.

0:20:260:20:30

I was really annoyed at that point,

0:20:300:20:31

and I was hoping for a more positive response.

0:20:310:20:35

But the Passport Office refused to budge,

0:20:350:20:37

insisting that the only option was to buy a new one.

0:20:370:20:40

Ali is simply not prepared to do that.

0:20:400:20:42

But the decision to stick to her guns and continue using the old one,

0:20:420:20:45

fault and all, means, at best,

0:20:450:20:47

she risks further interrogations on future trips abroad.

0:20:470:20:51

And at worst, some countries might not even let her in

0:20:510:20:54

without a biometric chip that works.

0:20:540:20:56

I'm in a bit of a tricky situation,

0:20:560:20:58

because I've chosen to keep the passport, travel on it,

0:20:580:21:02

knowing that I could encounter problems at immigration.

0:21:020:21:06

But the alternative is to fork out for a new passport and spend all

0:21:070:21:12

that money, when, actually, what if I have the same problem again?

0:21:120:21:15

So I think I'd rather keep it for the time being,

0:21:150:21:18

do some further investigation.

0:21:180:21:19

Well, to help with her investigations,

0:21:230:21:25

we've arranged for Ali to meet someone who knows a thing or two

0:21:250:21:28

about biometric chips.

0:21:280:21:30

Adam Laurie has been working as a legal hacker for over 30 years.

0:21:300:21:34

He works with big companies to test the security of their products...

0:21:340:21:37

-ALI:

-Hey, how you doing?

-Hi, I'm Adam, nice to meet you.

0:21:370:21:40

..by trying to hack into them.

0:21:400:21:42

First of all, let's just have a quick look, physically.

0:21:430:21:46

It'll be interesting to see what

0:21:460:21:48

you think of its physical condition.

0:21:480:21:50

Oh, that looks pretty pristine to me.

0:21:500:21:52

So this is one of the new ones, where

0:21:520:21:56

-the passport... The chip's actually in one of the covers.

-Yeah.

0:21:560:22:00

Adam thinks that, because the new-style passports have chips

0:22:010:22:04

buried in the front cover, they may be susceptible to more damage.

0:22:040:22:09

And you can see what he means when he compares it to an older version.

0:22:090:22:13

In the older one, it was on the back of the...

0:22:130:22:16

So I've got an old model here.

0:22:160:22:17

-Oh, yeah.

-And you can see, it's on its own, separate page,

0:22:190:22:22

and you can really see...

0:22:220:22:24

So that's the back of the ID page...

0:22:240:22:26

-I see.

-..and it's sort of,

0:22:260:22:28

-you know, really thick and hard.

-Yeah.

0:22:280:22:31

What's more, in the older passport,

0:22:310:22:33

it's really easy to see what may be wrong with the chip.

0:22:330:22:37

And that's what's actually inside. So you've got an antenna,

0:22:370:22:40

-and you've got a chip, and it's connected by these two wires.

-Mm-hm.

0:22:400:22:45

And if you look closely, I mean, you'll see -

0:22:450:22:47

-they're really, really thin.

-Sure.

0:22:470:22:49

-So, potentially, they are quite fragile.

-Yeah.

0:22:490:22:53

So that's actually a pretty good way of doing it.

0:22:530:22:57

-That's a really solid place, and it's closed inside.

-Sure.

0:22:570:23:00

-It's got another cover on either side.

-Uh-huh.

0:23:000:23:03

But with the version Ali has,

0:23:030:23:05

there isn't a way of looking at the chip without damaging the passport.

0:23:050:23:08

So all Adam can do is use an electronic scanner,

0:23:080:23:11

like the ones found at customs,

0:23:110:23:13

to see if the chip has any signs of life in it at all.

0:23:130:23:16

-The moment of truth.

-OK.

-You want to know, is it actually going to work?

0:23:160:23:20

HE INHALES

0:23:200:23:21

-The answer is no.

-No.

-So that really is dead.

0:23:210:23:25

The Passport Office are not mistaken

0:23:250:23:27

-when they say your chip has failed.

-Uh-huh.

0:23:270:23:30

And yet, whilst it's clear that the chip inside isn't working,

0:23:300:23:34

any damage to the outside of the passport is barely visible.

0:23:340:23:37

There's a little bump, just there,

0:23:370:23:40

and if you get the light at the right angle, you can see it.

0:23:400:23:44

So, what might have caused the chip to fail?

0:23:440:23:48

There's a couple of things that could have happened.

0:23:480:23:50

It could have detached the wire where it's connected.

0:23:500:23:53

The second is, it could have actually dented

0:23:530:23:56

into the chip itself, and cracked the silicon.

0:23:560:24:00

But Ali remains convinced that, if the chips are so fragile,

0:24:010:24:04

especially in a document that's inevitably going to get

0:24:040:24:07

the odd knock while you're travelling,

0:24:070:24:09

she should be issued with a new one free of charge.

0:24:090:24:12

-This passport is valid until 2022...

-Right.

-..but the chip,

0:24:120:24:16

-from the test that we've done...

-Is definitely dead.

-..it's obvious

0:24:160:24:19

that it doesn't work. So in terms of when I travel next...

0:24:190:24:22

..you know, I've got this fear of approaching the gate

0:24:230:24:27

-to pass through.

-Yeah.

0:24:270:24:29

As a consumer, I feel that I've been a bit hard done by

0:24:290:24:32

in terms of, well,

0:24:320:24:34

you know, look at the damage, and, you know,

0:24:340:24:36

is that really my fault?

0:24:360:24:38

Well, an obvious question raised by all this is whether the chip in your

0:24:380:24:42

passport might pack up, too.

0:24:420:24:43

And Adam believes that, whilst the latest biometric technology has many

0:24:430:24:47

advantages in terms of security, where the chip is now placed -

0:24:470:24:51

just behind the front cover -

0:24:510:24:52

does mean it may be more susceptible to damage.

0:24:520:24:55

So would you say that the design of the older passport, then,

0:24:550:24:58

is more robust and resilient than the newer design?

0:24:580:25:02

Just looking at them, clearly, you know?

0:25:030:25:05

This is the old design -

0:25:050:25:07

very well-used, quite tatty-looking.

0:25:070:25:11

This is the new design,

0:25:110:25:12

actually looks pretty good condition compared to that one.

0:25:120:25:15

And that one's dead, old one's still perfectly functional.

0:25:150:25:19

They're not robust at all.

0:25:190:25:21

I mean, the chip and the circuit is extremely fragile.

0:25:210:25:25

The passport is probably one of

0:25:250:25:27

the least robust environments

0:25:270:25:30

that you will ever see these things deployed in.

0:25:300:25:33

Well, when we contacted the Home Office,

0:25:330:25:35

it reiterated what Ali was told -

0:25:350:25:37

that if passports are damaged after issue,

0:25:370:25:39

they won't be replaced free of charge.

0:25:390:25:42

But in response to a Freedom Of Information request,

0:25:420:25:45

the Passport Office says it received 4,126 complaints

0:25:450:25:49

about faulty passports since 2012.

0:25:490:25:52

Although it couldn't tell us how many of those

0:25:520:25:54

were due to faulty chips.

0:25:540:25:55

It said, however, that the chips had been subject to tests

0:25:550:25:58

to see how they responded to wear and tear, and, once again,

0:25:580:26:02

said that the chip is generally covered

0:26:020:26:04

by a warranty that lasts the lifetime of a passport.

0:26:040:26:08

But you can see why Ali is left wondering what damage she

0:26:080:26:11

could possibly have caused for that warranty to be invalidated.

0:26:110:26:15

She remains resolute that she won't pay to replace a passport

0:26:150:26:19

that she considers to be faulty...

0:26:190:26:20

-Thanks for all your help, cheers.

-No worries.

-See you.

-Cheers.

0:26:200:26:23

..although, of course, she does worry about the risks

0:26:230:26:27

of continuing to use the old one.

0:26:270:26:29

The whole process has left me feeling really frustrated

0:26:290:26:32

and disappointed and, you know, not listened to.

0:26:320:26:35

And I do worry about travelling.

0:26:350:26:38

But at the same time, I do feel like I should stand up for my rights.

0:26:380:26:41

Still to come on Rip-Off Britain...

0:26:480:26:50

How a ground-breaking in new scheme could transform the stresses of the

0:26:500:26:54

airport for passengers, like this mum and her autistic son.

0:26:540:26:57

The check-in is absolutely my worst nightmare.

0:26:580:27:00

Look at the amount of people.

0:27:000:27:02

So, yeah, I'm kind of worried how we're going to handle this.

0:27:020:27:06

Our travel expert, Simon Calder,

0:27:100:27:12

has all the secrets to save you money on your travels.

0:27:120:27:15

He's full of tips, from everything on how to avoid the crowds,

0:27:150:27:18

to the best way to steer clear of all those tourist traps.

0:27:180:27:21

This time, destinations all the family will enjoy.

0:27:230:27:27

In the olden days,

0:27:270:27:29

the family holiday was centred squarely on parents and children.

0:27:290:27:33

But, in the 21st century, we've gone all multi-generational,

0:27:330:27:37

with grandparents often coming along for the ride.

0:27:370:27:41

So one size doesn't necessarily fit all any more.

0:27:410:27:46

So Simon's been checking out which places around Europe would be

0:27:460:27:50

suitable for mum, dad, grandad, grandma AND the kids.

0:27:500:27:54

The Mediterranean has plenty of locations suitable

0:27:560:28:00

for families with mixed levels of mobility and energy.

0:28:000:28:04

But, for me, there's one place that stands out -

0:28:040:28:07

Marseille is the only city on the Mediterranean

0:28:070:28:11

directly accessible by train from Britain.

0:28:110:28:14

And the six-hour ride, the length of France,

0:28:140:28:17

is an added bonus.

0:28:170:28:20

Marseille is an ancient city,

0:28:200:28:21

but recently it's been made much more accessible for people with

0:28:210:28:25

limited mobility. There's an excellent beach nearby.

0:28:250:28:29

And it's got one of the most atmospheric locations

0:28:290:28:32

for a sundowner and dinner - the old harbour.

0:28:320:28:35

With budget hotels thick on the ground,

0:28:350:28:38

accommodation is excellent value, too.

0:28:380:28:41

If a city doesn't appeal,

0:28:410:28:43

Simon suggests looking into one of the companies that specialise in

0:28:430:28:46

resorts catering for family members who fancy trying out things like

0:28:460:28:50

sailing, and those who prefer relaxing in the sun.

0:28:500:28:53

Consider a beach-side activity holiday,

0:28:530:28:57

where you stay at a property overlooking the sea,

0:28:570:29:00

with most or all of your meals included.

0:29:000:29:02

There's a million activities on offer,

0:29:020:29:05

as well as childcare for younger members of the party,

0:29:050:29:08

and a traditional pool for more sedentary folk

0:29:080:29:12

to lounge around.

0:29:120:29:13

We all know how much more expensive travelling can be during school

0:29:130:29:17

holidays, but Simon's found some less-celebrated destinations, where,

0:29:170:29:21

even at peak times, you can have a fabulous,

0:29:210:29:23

multi-generational holiday on a budget.

0:29:230:29:26

I reckon a close approximation to perfection is the

0:29:260:29:30

northern Spanish city of San Sebastian.

0:29:300:29:33

There's a big, safe beach and, wrapping around it,

0:29:330:29:37

a broad, flat promenade that makes an easy stroll,

0:29:370:29:40

and is also easily manoeuvrable by buggies and wheelchairs.

0:29:400:29:45

The old town in San Sebastian contains

0:29:460:29:48

some of the finest restaurants in Europe,

0:29:480:29:50

as well as lovely, old cafes and bars.

0:29:500:29:53

But there's a big draw for those who are active, too.

0:29:530:29:57

The hyperactive members of the party

0:29:570:30:00

can burn of excess energy with a

0:30:000:30:02

strenuous two-hour hike over the hills and far away

0:30:020:30:07

to the Basque village of Pasaia San Pedro.

0:30:070:30:10

Now, for even the most seasoned of travellers,

0:30:160:30:19

the airport can be a very, very stressful place,

0:30:190:30:22

with the crowds of people - and luggage, of course -

0:30:220:30:24

trying to navigate the confusion of all those check-in desks.

0:30:240:30:27

And, naturally, the general hubbub of the entire place.

0:30:270:30:30

So it's perhaps not surprising that many people with conditions like

0:30:300:30:34

autism or dementia - along, naturally, with their families -

0:30:340:30:38

tend to avoid them if at all possible,

0:30:380:30:40

and, perhaps, as a result, rarely venture out of the UK at all.

0:30:400:30:44

However, one airport, recognising this, has launched a scheme,

0:30:440:30:48

and it hopes that it will give those who need a bit of help

0:30:480:30:51

a much smoother ride.

0:30:510:30:52

Well, we went along to see what difference it's made

0:30:520:30:55

to one mum and her son's journey.

0:30:550:30:57

For some people, travelling through an airport

0:31:000:31:02

is more stressful than work or moving home.

0:31:020:31:05

And it's enough to put four million of us

0:31:050:31:07

off air travel altogether.

0:31:070:31:09

Here we go!

0:31:090:31:11

Maria Cook from Bristol does still go to the airport

0:31:130:31:16

with eight-year-old son Ryan, who was diagnosed with autism

0:31:160:31:19

when he was only two.

0:31:190:31:20

But after the difficulties they've had on their annual trips abroad,

0:31:200:31:24

she does sometimes question whether it's all worth it.

0:31:240:31:26

Oh, he's lovely.

0:31:260:31:28

In the past, we had some horrendous experiences at the airport.

0:31:280:31:31

For someone with autism,

0:31:310:31:33

it's really hard for them to understand

0:31:330:31:35

why they have to be touched,

0:31:350:31:37

why their bags are being taken away from them,

0:31:370:31:39

why other people are touching their things.

0:31:390:31:42

It manifests itself in so many different types of behaviours,

0:31:420:31:45

through being so upset and distressed, high anxiety,

0:31:450:31:48

and actual, violent, you know, meltdowns.

0:31:480:31:51

Ba-ba-baaa!

0:31:510:31:52

Over the last few years,

0:31:540:31:55

airports have come under fire for failing to adequately assist

0:31:550:31:59

passengers like Ryan who live with what's usually described

0:31:590:32:02

as a hidden disability.

0:32:020:32:05

For example, the singer Susan Boyle, who has Asperger's syndrome,

0:32:050:32:08

made the headlines last year after claiming that police treated her

0:32:080:32:12

like an animal when her condition caused her to have a meltdown

0:32:120:32:15

at Heathrow Airport before her flight.

0:32:150:32:18

And Maria has certainly come up against her fair share of challenges

0:32:180:32:22

when travelling through an airport with Ryan.

0:32:220:32:25

In the past, I've asked for security personnel

0:32:250:32:27

to just please be guided by what I'm suggesting

0:32:270:32:31

we can do to get through the procedures.

0:32:310:32:34

One guy, a few years ago, chose to ignore my advice and, I said,

0:32:340:32:38

"Please don't touch my son - he won't like it,

0:32:380:32:41

"he will lash out at you."

0:32:410:32:42

He chose to ignore it, and he got a kick in the face.

0:32:420:32:45

That's Ryan saying, "Leave me alone, I don't like this."

0:32:450:32:49

You know, and that's the only way that he can communicate.

0:32:490:32:52

Maria feels that airports need to step up their game when it comes

0:32:540:32:58

to understanding the needs of passengers with hidden disabilities.

0:32:580:33:01

Airports really need to get some awareness training about hidden

0:33:010:33:05

disabilities. Airports are so busy, and everyone's on a time schedule,

0:33:050:33:08

obviously, fully appreciate that.

0:33:080:33:10

But for somebody with a hidden disability,

0:33:100:33:12

they should just give them more time

0:33:120:33:15

to process and make more time for them,

0:33:150:33:18

because that is key.

0:33:180:33:20

Well, it's good news, because it appears that some UK airports

0:33:220:33:25

have started to listen to people like Maria,

0:33:250:33:27

and are working hard to improve the service they offer.

0:33:270:33:31

Last summer, for example,

0:33:310:33:32

Heathrow declared itself the world's first dementia-friendly airport,

0:33:320:33:36

with 300 staff specially trained to help spot and assist passengers

0:33:360:33:41

with the condition.

0:33:410:33:42

Liverpool's John Lennon Airport allows passengers with

0:33:420:33:45

hidden disabilities to visit the airport in advance of their trip

0:33:450:33:49

to do a dummy run through their mock security desk

0:33:490:33:52

so that they'll feel more relaxed when it comes to fly for real.

0:33:520:33:56

Meanwhile, Gatwick has come up with an idea it's hoped will ease some of

0:33:560:34:00

the pressures associated with travelling through a busy airport,

0:34:000:34:03

and we've arranged for Maria and Ryan to put it to the test.

0:34:030:34:06

But no sooner have they got there

0:34:060:34:08

than Maria's reminded of everything her son finds difficult.

0:34:080:34:13

Coming to the airport is probably one of the most stressful things for

0:34:130:34:16

someone with autism.

0:34:160:34:19

It's so noisy, it's very bright,

0:34:190:34:21

there's lots of smells and sounds.

0:34:210:34:23

As soon as we arrived here today,

0:34:250:34:27

Ryan pushed his ear lobe up into his ears because, straightaway,

0:34:270:34:29

the noise level was too much for him - he needed to block it out.

0:34:290:34:32

That's why these ear defenders are

0:34:320:34:34

such a vital piece of equipment for him.

0:34:340:34:37

Over the years, Maria has developed her own strategies for helping Ryan

0:34:370:34:41

become more desensitised to the airport environment.

0:34:410:34:45

We use lots of visuals for Ryan.

0:34:450:34:47

We've got lots of photographs of the airport, of the plane,

0:34:470:34:49

and so we can then talk through the routine

0:34:490:34:53

of what we're going to be following.

0:34:530:34:55

One fantastic thing that we find that really helps is having

0:34:550:34:58

the iPad. And now, on the plane, you can have them on flight-safe mode,

0:34:580:35:02

so I know, once he's on the plane,

0:35:020:35:04

we can hopefully try and distract him with the iPad.

0:35:040:35:08

Gatwick's new initiative is to give out lanyards to passengers

0:35:080:35:12

with hidden disabilities to act as a subtle indicator to staff

0:35:120:35:16

that they may require additional assistance.

0:35:160:35:18

Passengers can e-mail the airport in advance,

0:35:180:35:21

and then either have the lanyard posted out to them, or,

0:35:210:35:24

as Maria and Ryan are doing,

0:35:240:35:25

simply collect them at the help desk on the day.

0:35:250:35:28

-Hi, good morning.

-Hello, good morning.

0:35:280:35:30

I'm here to pick up what I believe is a lanyard to help with the hidden

0:35:300:35:32

disability assistance service?

0:35:320:35:34

Yes, we have one here for you. Do you need the assistance from here,

0:35:340:35:36

or are you OK to make your own way through security?

0:35:360:35:38

If someone's available to help us through security,

0:35:380:35:40

that would be fantastic, cos I've got a lot of bags,

0:35:400:35:43

and my son does get really, really stressed going through security.

0:35:430:35:46

So if someone can help me so I can help my son,

0:35:460:35:48

that would be fantastic.

0:35:480:35:50

Brilliant, thank you very much.

0:35:500:35:51

Ryan, can we say bye-bye?

0:35:510:35:53

-MAN:

-Bye.

0:35:530:35:54

Since the scheme was launched,

0:35:560:35:58

well over 3,000 people have used the lanyard system here at Gatwick.

0:35:580:36:02

The staff do know how to look out for anyone wearing one,

0:36:020:36:05

and offer whatever help is required.

0:36:050:36:07

-British Airways!

-It is British Airways.

0:36:070:36:09

I think it's a really, really fantastic idea,

0:36:090:36:12

that it's not like having a great big arrow pointing at us,

0:36:120:36:15

it's just something very, very subtle, and it's there to help us.

0:36:150:36:19

And also, that is great peace of mind for myself, too,

0:36:190:36:23

to know that there's someone there, that's said, "It's OK, Maria,

0:36:230:36:25

"we can help you, and we're going to make sure that your journey

0:36:250:36:29

"and passage through the airport is as stress-free as possible."

0:36:290:36:32

So, yeah, fingers crossed, this is looking good.

0:36:320:36:35

But before Maria and Ryan can tackle getting through security,

0:36:350:36:39

they first of all need to check in.

0:36:390:36:41

And while, to many of us, that may seem simple enough, for Maria,

0:36:410:36:44

it's a real worry.

0:36:440:36:47

The check-in is absolutely my worst nightmare.

0:36:470:36:49

Look at the amount of people.

0:36:490:36:51

Um, so, yeah, I'm kind of worried how we're going to handle this.

0:36:510:36:55

But I've got my lanyard, and I've got someone here to help me, so,

0:36:550:36:58

hopefully, we'll be able to get through this as quick

0:36:580:37:01

-and as stress-free as possible.

-RYAN:

-British Airways.

0:37:010:37:03

-This way.

-That way.

-That way!

-That way!

0:37:030:37:06

Thanks to the additional support,

0:37:100:37:12

Maria and Ryan pass through check-in like a breeze.

0:37:120:37:15

But next up is another huge hurdle - security.

0:37:150:37:20

Obviously, it's not ideal when my son kicks out and lashes out

0:37:200:37:23

at security staff, which has happened in the past.

0:37:230:37:25

Hopefully, with the assistance and the understanding, and obviously

0:37:250:37:28

the lanyard, the security are going to be aware, that, "Actually,

0:37:280:37:32

"let's treat this family with some respect and understanding."

0:37:320:37:35

Maria's still rather nervous about going through security,

0:37:370:37:40

but she's got her lanyard and, this time,

0:37:400:37:42

she and Ryan are passing through a fast-track, assisted security lane.

0:37:420:37:46

So hopefully that will make things a little easier.

0:37:460:37:50

Right now, I'm a little bit anxious, cos it's still the unknown,

0:37:500:37:53

but I'm really excited, because I'm really hopeful,

0:37:530:37:56

with all the help and assistance we've had so far.

0:37:560:37:59

So fingers crossed.

0:37:590:38:00

Despite what so far seems to be improvements at Gatwick,

0:38:020:38:05

it's clear that plenty of other places

0:38:050:38:07

don't yet have adequate support for people like Ryan.

0:38:070:38:11

In fact, a report by the National Autistic Society

0:38:110:38:14

and sensory equipment specialists Experia

0:38:140:38:17

found that 30 of the UK's busiest departure points

0:38:170:38:21

fell short in their provision for the estimated 700,000

0:38:210:38:25

autistic people in the UK.

0:38:250:38:27

So when you consider how many more people will be affected

0:38:270:38:31

by conditions that just aren't obvious, such as hearing loss,

0:38:310:38:34

learning difficulties and dementia,

0:38:340:38:36

it's easy to see why better systems

0:38:360:38:38

really could make a huge difference.

0:38:380:38:41

Ian Sheriff is chairman of the Dementia Air Transport Group,

0:38:430:38:47

which was set up by the former Prime Minister David Cameron.

0:38:470:38:51

If you have a hidden disability,

0:38:510:38:53

you're entitled to get the same services

0:38:530:38:57

that a person with a visual disability.

0:38:570:39:00

And it will ease your journey through the airport, but also

0:39:000:39:04

when you get on your carrier, your airline.

0:39:040:39:07

Ian has some very simple tips for anyone with a hidden disability

0:39:090:39:12

to keep in mind.

0:39:120:39:14

My main message to everybody who has a hidden disability is -

0:39:140:39:18

ensure that when you go to your travel agent

0:39:180:39:21

that you tick the box that says, "I have a disability,"

0:39:210:39:24

but also make sure the airline and the airport know that you're coming.

0:39:240:39:29

Make sure you contact the airline and the airport

0:39:290:39:32

at least 48 hours before you travel,

0:39:320:39:35

so that they can actually have support there,

0:39:350:39:39

ready for you.

0:39:390:39:40

Information can be found about this

0:39:400:39:43

on the airline and the airport's website.

0:39:430:39:46

Back at Gatwick,

0:39:480:39:49

Maria and Ryan have made it through the dreaded security area,

0:39:490:39:53

and Maria's smile is a giveaway - this time,

0:39:530:39:56

they had no difficulties whatsoever.

0:39:560:39:59

Going through security, absolutely no problem at all.

0:39:590:40:01

We didn't have to queue, we were taken straight to the front.

0:40:010:40:04

I was searched first - a very quick pat-down and a wanding.

0:40:040:40:07

With Ryan, we played the tickle game with Father Christmas,

0:40:070:40:10

so we tickled Father Christmas, we tickled Mummy,

0:40:100:40:13

and then we tickled Ryan.

0:40:130:40:14

That worked brilliantly. I did hold on to his feet,

0:40:140:40:16

just to make sure there weren't any problems,

0:40:160:40:18

but he was absolutely brilliant.

0:40:180:40:20

The staff were fantastic.

0:40:200:40:22

So, yeah, absolute success with the lanyards, big thumbs up,

0:40:220:40:25

and no stress at all.

0:40:250:40:27

Schemes like this one could revolutionise air travel

0:40:290:40:32

for families like Maria's.

0:40:320:40:34

And as more airports roll out their own improvements,

0:40:340:40:37

she's very excited about what that could mean

0:40:370:40:39

for the millions of people

0:40:390:40:41

thought to have hidden disabilities in the UK.

0:40:410:40:44

I know a lot of families that wouldn't even entertain

0:40:440:40:46

coming to the airport, wouldn't entertain going on holiday,

0:40:460:40:49

purely because it would be too stressful for themselves, and

0:40:490:40:52

obviously for the child or adult that they're caring for.

0:40:520:40:56

Hopefully, now, with this wonderful system in place, we can

0:40:560:40:59

actually say to our families, "You don't need to be frightened any more,

0:40:590:41:02

"you can go on holiday."

0:41:020:41:03

So, yeah, this is massive. This is massive for hidden disabilities...

0:41:030:41:07

..and massive for the families, too. Absolutely brilliant.

0:41:080:41:12

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0:41:200:41:22

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0:41:430:41:46

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0:41:560:42:00

Well, we're almost out of time for today,

0:42:120:42:14

but let's hope we've been able to give you some useful information

0:42:140:42:18

to help make the whole airport experience less stressful.

0:42:180:42:20

It's certainly opened my eyes to see what goes on behind the scenes.

0:42:200:42:24

And I have to say that I was particularly pleased to see

0:42:240:42:27

that initiative at Gatwick Airport in action,

0:42:270:42:30

because supporting passengers who might particularly need

0:42:300:42:33

a bit of help in getting through the airport

0:42:330:42:35

and then onto the plane is really very important.

0:42:350:42:37

So I'm sure that it really will make a huge difference

0:42:370:42:40

to a lot of people.

0:42:400:42:42

So it'll be great to see something similar being rolled out at other

0:42:420:42:46

-airports as well.

-Anything that reduces the stress at the start

0:42:460:42:49

or the end of a holiday can only be a good thing,

0:42:490:42:52

which is why I was very glad of the reminder of how to avoid having

0:42:520:42:56

your toiletries confiscated at security.

0:42:560:42:58

Can't be too many of us who haven't fallen foul of that one.

0:42:580:43:01

Yeah, but I've always wondered exactly

0:43:010:43:03

-how dangerous my lipstick is, but who knows?

-Yours might be, actually.

0:43:030:43:06

But that's where we have to leave it for this time.

0:43:060:43:08

Thank you so much for your company, and we'll see you again very,

0:43:080:43:12

-very soon. So until then, from all of us, bye-bye. BOTH:

-Goodbye.

0:43:120:43:14

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