0:00:02 > 0:00:06I've been battling for consumer rights for years but some companies are still not getting the message.
0:00:06 > 0:00:10As long as the cash register goes ching-ching, that's all they care about.
0:00:10 > 0:00:16Day in, day out, thousands of you are still being taken for a ride and it's all the usual suspects.
0:00:16 > 0:00:19Shoddy products, hidden small print and bad customer service.
0:00:19 > 0:00:21Companies are in trouble at the moment.
0:00:21 > 0:00:25The only way that they're going to stay afloat is because of us.
0:00:25 > 0:00:28Some firms are driving you barmy, causing you sleepless nights
0:00:28 > 0:00:31and can make you feel like you're the ones to blame.
0:00:31 > 0:00:33But don't despair.
0:00:33 > 0:00:37I'll take on your consumer battles to make sure that you don't get done.
0:00:57 > 0:00:59And coming up on today's show...
0:00:59 > 0:01:02Holiday's can be heaven but not when you're in a holiday from hell
0:01:02 > 0:01:06and your travel agent leaves you high and dry.
0:01:06 > 0:01:10Within the first half an hour of us being there I said, "We can't stay here."
0:01:10 > 0:01:16How an industry insider's cautionary tales can help you beat dodgy salesmen.
0:01:16 > 0:01:21They have paid £4,500 to have replacement windows and doors.
0:01:21 > 0:01:24The homeowner never, ever saw that person again.
0:01:24 > 0:01:28And my team hits the streets to find out if you know what's what
0:01:28 > 0:01:30when it comes to your consumer rights.
0:01:30 > 0:01:32I still got one wrong.
0:01:32 > 0:01:33And now I'm a little wiser.
0:01:38 > 0:01:42You know, there's nothing us Brits love more
0:01:42 > 0:01:46than jetting off on our annual holidays for a few weeks in the sun.
0:01:46 > 0:01:48That's it. All packed.
0:01:51 > 0:01:54And, for many people, booking through a travel agent gives them
0:01:54 > 0:01:56peace of mind when travelling abroad.
0:01:56 > 0:01:58It's a one-stop shop, you know, no hassles, no worries.
0:01:58 > 0:02:00- PHONE RINGS - Oh, hang on a sec.
0:02:01 > 0:02:04Hello? Yeah, all ready, all excited.
0:02:04 > 0:02:07What do you mean it's been overbooked? Behave yourself!
0:02:09 > 0:02:13But overbooking can be the very thing that turns your dream holiday
0:02:13 > 0:02:17into a living nightmare, as the Gerrard family know only too well.
0:02:20 > 0:02:23Meet Gary and his girlfriend Tracy from Essex.
0:02:25 > 0:02:29In the summer of 2011 Tracy was keen that she and Gary and her whole family,
0:02:29 > 0:02:33all four generations of them, should go on holiday together.
0:02:35 > 0:02:38We were looking at it as it was going to be my nan's last holiday.
0:02:39 > 0:02:42She is riddled with arthritis.
0:02:42 > 0:02:46There's not many opportunities that we can all get together and take her away.
0:02:46 > 0:02:50Firefighter Gary and Tracy, who's a nurse, knew the holiday would take
0:02:50 > 0:02:53some serious planning to make sure the hotel catered for their needs,
0:02:53 > 0:02:56as her father was recovering from a knee operation
0:02:56 > 0:02:59and her 91-year-old nan was in a wheelchair.
0:02:59 > 0:03:02They wanted to book it through a trusted travel agent
0:03:02 > 0:03:05and they knew just the place to go.
0:03:05 > 0:03:09We decided to go with Hays because we've booked holidays with them before.
0:03:09 > 0:03:12It just seems that they've always been the ones
0:03:12 > 0:03:15out of all the companies that would give us what we needed
0:03:15 > 0:03:19and there's never been any hassles with it ever before.
0:03:19 > 0:03:22Hays Travel came up trumps, they organised everything
0:03:22 > 0:03:24and found a hotel in Turkey that was perfect
0:03:24 > 0:03:29for the whole family's needs for an all-inclusive price of £3,700.
0:03:31 > 0:03:34But they got more than they bargained for when,
0:03:34 > 0:03:36the day before the family was due to fly out,
0:03:36 > 0:03:39there was a message from Hays to ring them urgently.
0:03:39 > 0:03:40PHONE RINGS
0:03:41 > 0:03:42My heart sank.
0:03:42 > 0:03:45I rang them straight away.
0:03:45 > 0:03:51I spoke to a lady there that said that our hotel had been overbooked.
0:03:51 > 0:03:54And that we had the option to go somewhere else.
0:03:54 > 0:03:55Unbelievable.
0:03:55 > 0:03:59After all the painstaking preparation Hays was suddenly
0:03:59 > 0:04:02putting them in the impossible situation of having to choose
0:04:02 > 0:04:07a completely new unknown hotel with goodness knows what facilities.
0:04:08 > 0:04:11But with only hours to go they felt they had no choice
0:04:11 > 0:04:13but to accept one of the hotels Hays had offered.
0:04:15 > 0:04:17We kind of thought, well, they've let us down.
0:04:17 > 0:04:20- But we've got something. - We've got something.
0:04:20 > 0:04:24And something is always better than nothing, isn't it?
0:04:26 > 0:04:32We got to the hotel. Got to the reception. Handed over our paperwork.
0:04:32 > 0:04:36- And they didn't have a clue who we was.- They didn't have a clue.
0:04:36 > 0:04:39When they did finally give us the keys it was to the basement
0:04:39 > 0:04:43and it was like a spiral marble staircase
0:04:43 > 0:04:46and they expected us and nan, in a wheelchair...
0:04:46 > 0:04:49- To carry her down. - To carry her down those stairs.
0:04:49 > 0:04:51I phoned Hays and said, "We can't stay here."
0:04:51 > 0:04:54Crikey. What a nightmare.
0:04:54 > 0:04:56And that was just the welcome.
0:04:56 > 0:04:58Although Nan was moved to a ground-floor room,
0:04:58 > 0:05:02all the hotel's facilities were reachable only by stairs.
0:05:02 > 0:05:06There was no lift and no disabled access for a 91-year-old woman
0:05:06 > 0:05:07in a wheelchair.
0:05:07 > 0:05:09The only way of getting her from A to B
0:05:09 > 0:05:13was by me and your dad physically carrying her.
0:05:13 > 0:05:15Gordon Bennett, this was clearly a holiday from hell
0:05:15 > 0:05:21in a hotel that was completely unsuitable for the family's needs.
0:05:21 > 0:05:25And, to add insult to injury, when they got home, Hays Travel denied all responsibility.
0:05:27 > 0:05:31Tracy and Gary didn't get what they paid for, didn't get what they wanted,
0:05:31 > 0:05:34so I've come to Essex to find out what went wrong.
0:05:34 > 0:05:37Yalikavak is the place that you thought you were going to
0:05:37 > 0:05:39and you ended up in Gumbet.
0:05:39 > 0:05:41How do the two compare?
0:05:41 > 0:05:45- Yalikavak is really quiet. It's like flat terrain.- Yeah.
0:05:45 > 0:05:50It's just tranquil. And Gumbet is like 18-30s.
0:05:50 > 0:05:54You've got, like, old banana boats and it's just mayhem on the beach.
0:05:54 > 0:05:56Right.
0:05:56 > 0:05:59So we can safely say at this point the hotel that they put you in
0:05:59 > 0:06:02at the last minute was absolutely, totally useless to your needs?
0:06:02 > 0:06:04- Yeah.- Oh, nowhere near.
0:06:04 > 0:06:07It wasn't anywhere near the beach, it was on a hill, it had steps.
0:06:07 > 0:06:10Your poor old nan had to be carted around and lifted on stairs?
0:06:10 > 0:06:14- No lift even.- She didn't even go, she didn't go in the water once.
0:06:14 > 0:06:16No, in 12 days, she didn't once go in the water.
0:06:16 > 0:06:19Which was one of our main things we wanted. We wanted Nan to go away.
0:06:19 > 0:06:22She is riddled with arthritis. She is in a lot of pain.
0:06:22 > 0:06:26To be weightless in water, pain-free, in a swimming pool.
0:06:26 > 0:06:30If not in a swimming pool, in a beach that was attached to the hotel that we booked.
0:06:30 > 0:06:33And Tracey's 91-year-old nan wasn't the only one to suffer.
0:06:33 > 0:06:37Her mum and dad's memories have also left a bitter taste.
0:06:37 > 0:06:41I shall put this right at the top of the list as a holiday from hell.
0:06:41 > 0:06:44They booked the whole holiday around my mother-in-law and myself really
0:06:44 > 0:06:47because of the accesses for disabled people.
0:06:47 > 0:06:50It was flat and even, no hills, whereas where we ended up
0:06:50 > 0:06:54- it was the total opposite. - And we were totally gobsmacked.
0:06:54 > 0:06:57I felt like getting back on the plane, personally.
0:06:57 > 0:06:59And I wouldn't have blamed you!
0:06:59 > 0:07:02But if they hadn't accepted one of the hotels Hays had offered,
0:07:02 > 0:07:04they would have been left high and dry.
0:07:04 > 0:07:06The option was, you've paid 3,700
0:07:06 > 0:07:10but you can have 1,500 back and the rest is gone.
0:07:10 > 0:07:14I said, "Well, hold on a minute, we've paid for all of this,
0:07:14 > 0:07:17"why are you only offering us back the 1,500 for the hotel?"
0:07:17 > 0:07:21They said, because it's not a package, it was all booked separately.
0:07:21 > 0:07:23As separate components.
0:07:23 > 0:07:25And that's when I said, "Well, no, we didn't,
0:07:25 > 0:07:30"it's not like we booked flights and asked you to find us an hotel. Everything was done through you."
0:07:30 > 0:07:35Sounds reasonable to me, but there's clearly more to it than that.
0:07:35 > 0:07:39Did you think you were getting a package holiday? Or did you not even give it a second thought?
0:07:39 > 0:07:42We didn't even... It wasn't even mentioned.
0:07:42 > 0:07:44The word package didn't even come into it.
0:07:44 > 0:07:46It was just, as far as I was concerned,
0:07:46 > 0:07:50I'd booked everything through Hays, I'd paid one price
0:07:50 > 0:07:56so therefore I thought if anything went wrong as a group we was covered.
0:07:56 > 0:07:58Well, you'd certainly think so, wouldn't you?
0:07:58 > 0:08:02Now you're back in the UK, you obviously contacted Hays Travel, what have they said?
0:08:02 > 0:08:06We've received the letter from them,
0:08:06 > 0:08:09they've apologised for the holiday.
0:08:09 > 0:08:13They've responded to all of our grievances and bullet points
0:08:13 > 0:08:18that we put in the initial complaint, apologising with a but.
0:08:18 > 0:08:19What did they say after the but?
0:08:19 > 0:08:22That they're not taking responsibility.
0:08:22 > 0:08:25They're passing the buck.
0:08:25 > 0:08:30Nobody's actually said to us, "We've really made a big mistake here. We apologise."
0:08:30 > 0:08:33I think it's just the feeling of neglect.
0:08:33 > 0:08:35We feel like we were neglected, we were abandoned
0:08:35 > 0:08:37and I still feel like that now.
0:08:37 > 0:08:39And what's the final outcome?
0:08:39 > 0:08:44Hays have sent the letter to us acknowledging our letter.
0:08:44 > 0:08:47Apologising. And a £450 compensation.
0:08:47 > 0:08:49- Which you're not happy with?- No.
0:08:49 > 0:08:52- At all?- No.
0:08:52 > 0:08:55Gary, what would you like Hays to do?
0:08:55 > 0:08:59I just want them to reimburse us. I just want to go elsewhere and book another holiday.
0:08:59 > 0:09:02Because we haven't... we haven't had a holiday.
0:09:02 > 0:09:06From the moment we got there, from my point of view,
0:09:06 > 0:09:11because we booked it, I kind of feel guilty, so...
0:09:11 > 0:09:15- I just want my money back.- Yep, OK.
0:09:15 > 0:09:18Well, I shall get onto them. I shall start making some phone calls
0:09:18 > 0:09:19and I shall look into it.
0:09:19 > 0:09:21- Can I take this with me? - BOTH: Yeah.
0:09:21 > 0:09:22I won't need the photos,
0:09:22 > 0:09:25I've seen those, but at least then I've got some details
0:09:25 > 0:09:29- and I can go from there and start to see what I can do for you. - Lovely, thank you.
0:09:29 > 0:09:34- No worries.- Good luck.- Wish me luck. I might need it with this one! Come on, show me out.
0:09:37 > 0:09:40Wow. To come back from a holiday
0:09:40 > 0:09:42and describe it as a 100% disaster
0:09:42 > 0:09:47and having paid nearly four grand for it, it doesn't get much worse than that.
0:09:47 > 0:09:50Let's see what Hays Travel have got to say about it.
0:09:52 > 0:09:59Tea, book, pen and glasses. That normally means I mean business.
0:09:59 > 0:10:02Hays are going to get a phone call.
0:10:02 > 0:10:05'Time to check in with their Customer Services Department.'
0:10:05 > 0:10:08Hello there, you're speaking to Debbie.
0:10:08 > 0:10:11Hello, Debbie, it's Dominic Littlewood from the BBC.
0:10:11 > 0:10:14'I give Debbie all of Gary and Tracy's holiday booking details
0:10:14 > 0:10:19'and before I let Debbie go there's one burning question I need to ask.'
0:10:19 > 0:10:23They booked the hotel and flights and everything in Turkey there,
0:10:23 > 0:10:27you've probably got those details. That's a package holiday, isn't it?
0:10:27 > 0:10:30Let me just double check.
0:10:30 > 0:10:32No, Dominic, they've booked a dynamic package.
0:10:32 > 0:10:34They booked flights and accommodation separately.
0:10:34 > 0:10:37'A what? Dynamic package? That's a new one on me,
0:10:37 > 0:10:41'and they're telling me a dynamic package isn't a package.
0:10:41 > 0:10:43'Is that confusing or what?
0:10:43 > 0:10:48'And what does it mean for the Gerrard family and their rights?'
0:10:48 > 0:10:50Now, that's something I need to query with
0:10:50 > 0:10:52whoever's going to be dealing with this.
0:10:52 > 0:10:55Because obviously they were under the impression it was a package holiday
0:10:55 > 0:10:58so we'll need to establish exactly what it is you say they've booked.
0:10:59 > 0:11:03'Not quite the dynamic start I was hoping for.'
0:11:03 > 0:11:05It always pays to be polite with people
0:11:05 > 0:11:09when you first speak to them. There's no point going in like a bull in a china shop.
0:11:09 > 0:11:13You want to build a little rapport up cos sometimes things can get sorted out quite easily.
0:11:13 > 0:11:16However my vibes here are that probably isn't going to be,
0:11:16 > 0:11:18because I said, "Is it a package holiday?"
0:11:18 > 0:11:22I hoped she'd say yes cos then I had her by the short and curlies but she didn't,
0:11:22 > 0:11:25she said, no, it's some dynamic package, something or other.
0:11:25 > 0:11:27I'm going to go into that once I get the details
0:11:27 > 0:11:30because right now that's the bit I don't like.
0:11:30 > 0:11:32'And will I like what Hays have got to say
0:11:32 > 0:11:36'when I up the ante and put the whole case on the line?'
0:11:36 > 0:11:40If you've got anything there in your records which says anything along the lines that
0:11:40 > 0:11:44Tracy knew she wasn't covered then, please, I'd love to see that,
0:11:44 > 0:11:47because straight away I've got no argument at all.
0:11:50 > 0:11:52Consumer law can be very confusing.
0:11:52 > 0:11:57You've got your Sales of Goods Act, distance selling right to return... I could go on and on
0:11:57 > 0:12:00but knowing just a few of these laws
0:12:00 > 0:12:04can save you not only money but a lot of hassle as well.
0:12:04 > 0:12:07My research team have been out on the street
0:12:07 > 0:12:10armed with questions to put to you, the buying public,
0:12:10 > 0:12:15to find out if you know your consumer rights from your consumer wrongs.
0:12:19 > 0:12:23Today, we hit the High Street in our quest for spreading knowledge.
0:12:23 > 0:12:27The first question to you shoppers: Losing The Thread.
0:12:27 > 0:12:29You find a coat in the sale
0:12:29 > 0:12:33which has been reduced due to loose stitching.
0:12:33 > 0:12:35You decide to buy it anyway
0:12:35 > 0:12:39but later the damaged stitching quickly becomes a large hole.
0:12:39 > 0:12:40Can you get a refund?
0:12:42 > 0:12:43I don't see why not.
0:12:43 > 0:12:46I would say you can get an exchange
0:12:46 > 0:12:50but not a refund on the basis that you bought a damaged item.
0:12:50 > 0:12:53I think if you pay by credit card, yes.
0:12:53 > 0:12:56And anyway if it's not fit for wearing, certainly,
0:12:56 > 0:12:58so I would try and get a refund for that one.
0:12:58 > 0:13:01Ouch! All three wrong, I'm afraid.
0:13:01 > 0:13:03I'd argue but anyway... Yes.
0:13:03 > 0:13:06Well, you can argue all you like, old chap
0:13:06 > 0:13:07but it won't get you anywhere.
0:13:07 > 0:13:10You're not entitled to a refund because the retailer
0:13:10 > 0:13:13made you aware of the fault at the time of purchase.
0:13:14 > 0:13:18Paying on credit card doesn't change these rules.
0:13:18 > 0:13:22Next, from the High Street to online - DVD Dilemma.
0:13:22 > 0:13:26You buy a DVD from an online retailer as a gift for a friend.
0:13:26 > 0:13:31Unfortunately he already has the DVD so gives it back to you.
0:13:31 > 0:13:33Having opened the wrapper but without watching the film,
0:13:33 > 0:13:38you return it to the online store within your seven-day cooling-off period.
0:13:38 > 0:13:41Should you get your money back?
0:13:41 > 0:13:45I think the answer is no, you would not get your money back.
0:13:45 > 0:13:47As long as the goods are undamaged, they can be returned.
0:13:47 > 0:13:50Yes, you should, even though you've taken the wrapping off.
0:13:50 > 0:13:52Ooh, two out of three wrong.
0:13:52 > 0:13:54What?
0:13:54 > 0:13:55But surely...
0:13:55 > 0:13:57Stop calling me Shirley!
0:13:57 > 0:14:00You can't return DVDs, CDs or software
0:14:00 > 0:14:02if you've broken the seal.
0:14:02 > 0:14:04The seven-day cooling off period,
0:14:04 > 0:14:07as specified in the Distance Selling Regulations,
0:14:07 > 0:14:09does not apply if you've opened the goods,
0:14:09 > 0:14:12and that's to help fight counterfeit fraud.
0:14:12 > 0:14:14Good to know that one, definitely.
0:14:14 > 0:14:19Well, knowledge is power. And finally - Damaged On Delivery.
0:14:19 > 0:14:23You buy a car from a dealer in a neighbouring town.
0:14:23 > 0:14:27When the car is delivered to your home, it has a cracked windscreen.
0:14:27 > 0:14:32You ask the dealer to fix it but he says the delivery company he used should pay for the new windscreen.
0:14:32 > 0:14:33Who is liable?
0:14:34 > 0:14:37Depends if you paid by credit card or not.
0:14:37 > 0:14:39The delivery company.
0:14:39 > 0:14:44- The car dealer's liable.- Correct. But only one out of three, though.
0:14:44 > 0:14:45Yes, I got that right, then.
0:14:45 > 0:14:50Your contract is with the dealer and therefore they are liable.
0:14:50 > 0:14:52The car dealer is legally responsible,
0:14:52 > 0:14:54not the delivery company.
0:14:54 > 0:14:58The delivery company is at fault but that's the dealer's problem.
0:14:58 > 0:15:01I think I've learned a couple of little things.
0:15:01 > 0:15:03I'm glad to hear it,
0:15:03 > 0:15:06but most of you need to brush up on your consumer rights.
0:15:06 > 0:15:09Trust me, knowing them will stop you getting done.
0:15:14 > 0:15:17I'm investigating the case of Gary Finnan and his girlfriend,
0:15:17 > 0:15:22Tracy Gerrard. Hays Travel organised their dream family holiday in Turkey
0:15:22 > 0:15:25but it turned into a nightmare when their original hotel
0:15:25 > 0:15:29cancelled at the last minute and Hays sent them to a hotel
0:15:29 > 0:15:32which was completely unsuitable for their wheelchair-bound
0:15:32 > 0:15:3791-year-old nan and it couldn't have been much worse for them either.
0:15:37 > 0:15:41- Third room was...- The luggage room. - ..the luggage room that me and you was in,
0:15:41 > 0:15:43that was next to the public toilets.
0:15:43 > 0:15:46The stench in the room was unbelievable.
0:15:46 > 0:15:48But when it came to compensation
0:15:48 > 0:15:51Hays Travel offered just £450 back,
0:15:51 > 0:15:55leaving the family feeling as though they'd had the sand
0:15:55 > 0:15:57firmly kicked in their face.
0:15:58 > 0:16:01'Now, when you take on a company it always pays to find out
0:16:01 > 0:16:03'just what you're up against.
0:16:03 > 0:16:07'Hays Travel was founded in 1980 by John Hays
0:16:07 > 0:16:10'in a space at the back of his mother's childrenswear shop
0:16:10 > 0:16:12'in the north-east of England.
0:16:12 > 0:16:14'Since then, the company "with heart"
0:16:14 > 0:16:18'has grown to an annual turnover of more than £400 million
0:16:18 > 0:16:21'and they employ more than 800 people.'
0:16:22 > 0:16:26Hays prides itself on its excellent customer service,
0:16:26 > 0:16:30stating that, "every customer gets the holiday that suits their dreams".
0:16:30 > 0:16:33But obviously not in our family's case.
0:16:33 > 0:16:36The sticking point seems to be that Gary and Tracy
0:16:36 > 0:16:40thought they were buying a package holiday from Hays Travel
0:16:40 > 0:16:44and if you book a holiday as a package you have some protection.
0:16:44 > 0:16:46But from my first phone call,
0:16:46 > 0:16:49Hays are calling what they bought a "dynamic package".
0:16:51 > 0:16:55I think it's time I got back on the phone to Debbie in customer services
0:16:55 > 0:17:00to try and pin her down about their idea of a package holiday.
0:17:00 > 0:17:01Here goes.
0:17:01 > 0:17:03- Hello, Dominic.- Oh, hi there.
0:17:03 > 0:17:06'Right, let's hear Hays' side of this dilemma.'
0:17:06 > 0:17:10Now, I've got an issue here in the fact this holiday that was booked was booked with you.
0:17:10 > 0:17:13As far as Tracy Gerrard was concerned,
0:17:13 > 0:17:17she booked with an agent because she was pleased she was protected.
0:17:17 > 0:17:20And she wasn't aware that she didn't have a package travel holiday.
0:17:20 > 0:17:22Debbie, if you have anything in your records
0:17:22 > 0:17:27which sort of says anything along the lines that Tracy knew she wasn't covered
0:17:27 > 0:17:29by booking it with this dynamic package,
0:17:29 > 0:17:32then, please, I'd love to see that, cos straight away I've got no argument.
0:17:32 > 0:17:35That's something that obviously we'd look into and give you
0:17:35 > 0:17:40- a full and proper answer to, Dominic. - If you wouldn't mind. - I don't want to go into
0:17:40 > 0:17:44that much detail without having all of the file information.
0:17:44 > 0:17:47'The cat is now definitely amongst the pigeons.'
0:17:47 > 0:17:50One thing I must stress, Dominic, to be honest with you,
0:17:50 > 0:17:53is Hays Travel, they are really bothered about the client,
0:17:53 > 0:17:55they are really concerned.
0:17:55 > 0:17:59They're not just a number, and people...especially Mr Hays,
0:17:59 > 0:18:02he's absolutely totally customer-focused
0:18:02 > 0:18:06and that's one thing I can definitely say to you.
0:18:06 > 0:18:08'Well, we'll soon see.'
0:18:08 > 0:18:10- Thanks ever so much, Debbie. - No problem.
0:18:10 > 0:18:13- Speak to you soon, bye-bye. - Thanks now, bye-bye.- Bye-bye.
0:18:13 > 0:18:16I tell you what, if I was a boxer I'd be very good
0:18:16 > 0:18:19cos I delivered quite a few very painful blows there
0:18:19 > 0:18:22in a nice gentle way which has probably put them on their back feet.
0:18:22 > 0:18:24They're up against the ropes now thinking, "Whoa."
0:18:24 > 0:18:28But I didn't offend them. You know, that's how you've got to do it.
0:18:28 > 0:18:31You wait, I bet I get this one sorted out quite quickly.
0:18:32 > 0:18:35You know, this term "dynamic package" is bugging me.
0:18:35 > 0:18:37Something just doesn't sit right
0:18:37 > 0:18:40so I've come up with a plan to put Gary to work.
0:18:40 > 0:18:41MOBILE PHONE RINGS
0:18:41 > 0:18:42Hello?
0:18:42 > 0:18:46- Hi, is that Gary?- It is, yeah. - Gary, it's Dominic. How are you getting on?
0:18:46 > 0:18:48- Yeah, good, thanks. How's you? - Yeah, so-so, mate.
0:18:48 > 0:18:50Listen, I'll tell you the reason I've rung.
0:18:50 > 0:18:53I've had a couple of phone calls with Hays Travel
0:18:53 > 0:18:55and something I've been trying to clarify with them
0:18:55 > 0:18:57is whether you booked a package holiday or not.
0:18:57 > 0:19:01And the reasons for that is because you have quite good protection if you have.
0:19:01 > 0:19:03They've come back to me
0:19:03 > 0:19:07- and said that what you booked is called a dynamic package.- Right.
0:19:07 > 0:19:09I don't like the sound of it.
0:19:09 > 0:19:12Gary, what I want you to do, you and Tracy, is do a little bit of homework.
0:19:12 > 0:19:14Can you go round to various different travel agents
0:19:14 > 0:19:17and ask them if they're aware of this so-called
0:19:17 > 0:19:22dynamic package. If so, how does it compare to a normal one?
0:19:22 > 0:19:26- Right, OK.- Yep, you've got that? - Yeah, no problem.- Yeah.
0:19:26 > 0:19:29Right, lovely. Next time I catch up with you, I'll find out what you found out.
0:19:29 > 0:19:34- OK, no worries. - Cheers, Gary, speak to you soon. - Cheers, Dom. Bye.- Bye, mate.
0:19:35 > 0:19:40This is going to be interesting. Let's see what he comes back with.
0:19:40 > 0:19:45Hays Travel's defence at the moment seems to be hinging on two words - "dynamic package".
0:19:45 > 0:19:48I don't like the sound of it. I'm having a word with an industry expert
0:19:48 > 0:19:51to find out what he thinks.
0:19:51 > 0:19:53'The first thing I want to know is what he can tell me
0:19:53 > 0:19:56'about this phrase, "dynamic package".'
0:19:56 > 0:20:01I think the term "dynamic package" is a complete red herring in many ways.
0:20:01 > 0:20:06It's misunderstood, actually within the trade and by most people.
0:20:06 > 0:20:09If you go back a few years, dynamic packages were introduced
0:20:09 > 0:20:13as a term, not for some legal reason but they were introduced
0:20:13 > 0:20:18because online sales of holiday arrangements started to take off.
0:20:18 > 0:20:22Travel companies looked at how you could sell things independently,
0:20:22 > 0:20:24not fall within the package travel regulations.
0:20:24 > 0:20:29The real issue is, is it a package as defined by the Package Travel Regulations?
0:20:29 > 0:20:33If it is, that will give you greater protection for when things go wrong
0:20:33 > 0:20:37- than if it isn't a package. - Look, let's be clear here.
0:20:37 > 0:20:41What exactly does the law consider a package to be?
0:20:41 > 0:20:46If travel companies seek to use the word "package" in their advertising material,
0:20:46 > 0:20:50then that is going to be what will determine what they're selling,
0:20:50 > 0:20:54because you cannot use, in my view, the word "package" and then expect
0:20:54 > 0:20:57subsequently to claim that it wasn't a package.
0:20:57 > 0:21:00It still all sounds horribly confusing for the poor old consumer
0:21:00 > 0:21:06and we know that at no point did Hays mention the words "dynamic package" to Gary and Tracy.
0:21:06 > 0:21:09It was only afterwards on the phone to me
0:21:09 > 0:21:12that the term first cropped up.
0:21:12 > 0:21:15In layman's terms, what's the difference
0:21:15 > 0:21:20between a dynamic package and just what everybody else would class as a package holiday?
0:21:20 > 0:21:23An arrangement is either a package or it isn't.
0:21:23 > 0:21:28A package is something which is defined by the Package Travel Regulations
0:21:28 > 0:21:34as a combination of two out of transport or accommodation
0:21:34 > 0:21:35or other tourist services.
0:21:36 > 0:21:40Bingo, that's exactly what Gary and Tracy had.
0:21:40 > 0:21:44In fact, they bought all three parts of the holiday - flights, transfers and hotel -
0:21:44 > 0:21:49from Hays and paid one price, which makes it a package holiday
0:21:49 > 0:21:52with all the protection that goes with it.
0:21:52 > 0:21:55- On that note, Peter, I appreciate your time. Thank you.- Pleasure.
0:21:56 > 0:21:58'I don't like to make a meal of this
0:21:58 > 0:22:01'but let's just clarify that one more time.'
0:22:01 > 0:22:05Just imagine this white tablecloth is their flights.
0:22:05 > 0:22:07Doesn't that look great?
0:22:07 > 0:22:11And let's just imagine that this red wine is their transfers.
0:22:11 > 0:22:12Looking good so far.
0:22:12 > 0:22:17And let's just assume that this lovely bowl of French onion soup
0:22:17 > 0:22:20specially ordered is their accommodation.
0:22:20 > 0:22:25Now, as a package, doesn't that look really, really appealing?
0:22:25 > 0:22:27But just two days before they were due
0:22:27 > 0:22:30to tuck in on this sumptuous holiday,
0:22:30 > 0:22:34their accommodation was taken away from them.
0:22:34 > 0:22:38Eurgh! Leaving them with something a lot less desirable.
0:22:38 > 0:22:41A two-week nightmare and no protection at all.
0:22:41 > 0:22:42I'm not eating that, no way.
0:22:44 > 0:22:47I might've lost my appetite for that meal
0:22:47 > 0:22:50but I haven't lost my hunger for this case.
0:22:50 > 0:22:55Now, there still seems to be massive confusion within the travel industry
0:22:55 > 0:22:57so I've asked Tracy and Gary to do a bit of legwork
0:22:57 > 0:23:00and visit a number of agents to find out
0:23:00 > 0:23:03just what they say the difference is between a package holiday
0:23:03 > 0:23:07and what they call a dynamic or component package holiday.
0:23:09 > 0:23:14If you pick up a brochure and you pick the hotel and the flights
0:23:14 > 0:23:20and the transfers, that is a dynamic package.
0:23:20 > 0:23:23Even though you might book the whole lot through them,
0:23:23 > 0:23:26you're picking out the elements yourself.
0:23:26 > 0:23:28But if you go to a company
0:23:28 > 0:23:31and just say, "We want a holiday," which is what we did,
0:23:31 > 0:23:34they're classing that as a package
0:23:34 > 0:23:39because they're the ones providing you with the hotel and the flights
0:23:39 > 0:23:42and they're doing it through their own methods of doing it.
0:23:42 > 0:23:45- I think it's a case of if you don't ask, they don't tell you.- No, no.
0:23:45 > 0:23:52I think you need to be quite shrewd in what you ask and how you ask it.
0:23:52 > 0:23:54Seems there's a lot of confusion out there
0:23:54 > 0:23:56when it comes to our holidays in the sun.
0:23:56 > 0:24:00Package holidays, dynamic packages and component holidays?
0:24:00 > 0:24:04Different names, different meanings? What on earth is going on?
0:24:04 > 0:24:07We've heard the definition of package holiday from a lawyer
0:24:07 > 0:24:09but Gary has just found out that there is still
0:24:09 > 0:24:13a lot of confusion out there on the High Street.
0:24:13 > 0:24:16So where does that leave the poor old consumer?
0:24:16 > 0:24:19Time to ask travel expert Rochelle Turner of Which? Magazine
0:24:19 > 0:24:21for some clarification.
0:24:21 > 0:24:24The position of Which? is very clear on this.
0:24:24 > 0:24:28If you're being sold a holiday at the same time
0:24:28 > 0:24:30all in one inclusive price,
0:24:30 > 0:24:33and even if you're told it's a dynamic package,
0:24:33 > 0:24:35then it should be a package
0:24:35 > 0:24:39and it should be included under the Package Travel Regulations.
0:24:39 > 0:24:42Fortunately, the European Commission are looking into this and we have
0:24:42 > 0:24:46expressed our view with this regard that if somebody is buying
0:24:46 > 0:24:50a holiday all in one - accommodation, transportation, a tour,
0:24:50 > 0:24:54everything all in one price from the same supplier -
0:24:54 > 0:24:58then that should be a package just like all the other real packages.
0:24:58 > 0:25:03Great stuff! That ties in exactly with what our lawyer Peter told us.
0:25:03 > 0:25:06I think the tide is turning in our favour against Hays.
0:25:06 > 0:25:09But if we have to wait for Europe to decide,
0:25:09 > 0:25:11we could be here for an awful long time.
0:25:11 > 0:25:14So what about some help a bit sooner, then?
0:25:14 > 0:25:18From April 2012, there's a new system being introduced
0:25:18 > 0:25:23for people buying holidays in that they're all going to be given
0:25:23 > 0:25:27financial protection if you buy either a package
0:25:27 > 0:25:34or if you buy a flight plus accommodation or a flight plus car hire from a travel agent.
0:25:34 > 0:25:37That just gives financial protection, so in the case
0:25:37 > 0:25:41of the people here in this holiday circumstance, it wouldn't protect you
0:25:41 > 0:25:45for all the other elements that the Package Travel Regulation will protect you for.
0:25:45 > 0:25:48So, yes, it's great for financial protection.
0:25:48 > 0:25:51You know you've got that money back if something happens
0:25:51 > 0:25:53and the company goes bust.
0:25:53 > 0:25:55But if something happens and the hotel's not right
0:25:55 > 0:25:59or there's a sickness in the hotel or there's something really wrong
0:25:59 > 0:26:02with your room, then it won't protect you for those elements.
0:26:02 > 0:26:05So Gary and Tracy would still have a fight on their hands
0:26:05 > 0:26:10trying to prove that they've bought a package holiday with or without the new regulations.
0:26:10 > 0:26:14So if that's the case, why would you bother to use a travel agent at all?
0:26:14 > 0:26:18Travel agents can be really good for sifting through
0:26:18 > 0:26:23all of what is available. There are hundreds of thousands of potential combinations.
0:26:23 > 0:26:28And the travel agents - the really good travel agents - they all know the deals,
0:26:28 > 0:26:29they'll know nice places to stay
0:26:29 > 0:26:33and they will be able to help you sift through all that
0:26:33 > 0:26:36and it's especially useful if you don't have time.
0:26:36 > 0:26:38You just need to ask the question,
0:26:38 > 0:26:44if you are booking this way, do you have protection? What protection do you have?
0:26:44 > 0:26:48If the answer is no, you don't, where can you get it?
0:26:48 > 0:26:49That's really important.
0:26:49 > 0:26:51Well said, Rochelle.
0:26:51 > 0:26:53Just as I'm always telling you, read the small print.
0:26:53 > 0:26:54I know it's a bit boring
0:26:54 > 0:26:57but make sure you know exactly what you're getting
0:26:57 > 0:27:00before you sign on that dotted line.
0:27:04 > 0:27:06'Right, now back to work on Hays
0:27:06 > 0:27:10'and time to ask some tough questions.'
0:27:10 > 0:27:12Debbie, it was over a week ago when we spoke
0:27:12 > 0:27:14and nothing's arrived from you yet.
0:27:14 > 0:27:17No, I've actually just had a meeting this morning with the girls
0:27:17 > 0:27:19who are actually dealing with it.
0:27:19 > 0:27:22We've actually had the file and everything today.
0:27:22 > 0:27:25We've been working on it continuously since I last spoke to you.
0:27:25 > 0:27:26Debbie, can you give us a rough idea
0:27:26 > 0:27:28of what progress you've made with it so far?
0:27:28 > 0:27:32I can't at the moment because, like I say, it's actually being dealt with
0:27:32 > 0:27:34by a few different people. I've got the facts together
0:27:34 > 0:27:37- and they've been pulling everything together.- Right.
0:27:37 > 0:27:40But certainly that's what the meeting this afternoon was about
0:27:40 > 0:27:44so I should be able to tell you more this afternoon, Dominic.
0:27:44 > 0:27:47'Brilliant. Armed with what I've learned from Which? Travel,
0:27:47 > 0:27:50'I'd like to hear Hays' take on a couple of points.'
0:27:50 > 0:27:52One thing I'm quite keen to know is whether,
0:27:52 > 0:27:55when people book with you, do you advise them
0:27:55 > 0:27:58- that what they're booking is not a package holiday?- Mm-hmm.
0:27:58 > 0:28:01Or is it left for them to realise it's in the terms and conditions,
0:28:01 > 0:28:03- that it's not a package?- Mm-hmm.
0:28:03 > 0:28:06There's one question you might be able to answer me now.
0:28:06 > 0:28:10If it's not a package holiday, what advantage have people got
0:28:10 > 0:28:13using an agent like, for example, Hays Travel?
0:28:13 > 0:28:16You could probably tell me that one now, could you?
0:28:16 > 0:28:20I probably could but, to be honest, I don't want to, Dominic, to be absolutely truthful.
0:28:20 > 0:28:22I'd rather they deal with it.
0:28:22 > 0:28:24They're dealing with everything from now on to be honest.
0:28:24 > 0:28:27'I've reached the end of the road with Debbie
0:28:27 > 0:28:30'so it's time to move up the ladder and speak to her boss.'
0:28:30 > 0:28:34I'll get whoever's in the best position to give you the full answers, to give you a call.
0:28:34 > 0:28:38- Smashing. Thanks ever so much, Debbie.- All right?- Bye-bye.- Bye-bye.
0:28:38 > 0:28:39I'll tell you what I did there.
0:28:39 > 0:28:43I asked some questions and she says, "I don't really want to answer them"
0:28:43 > 0:28:45because it's the big guns who've got the answers.
0:28:45 > 0:28:47So I very politely said to her, "When you call back,
0:28:47 > 0:28:51"there's no point you ringing me, get the big guns to do it."
0:28:51 > 0:28:52Looking forward to the next call.
0:28:54 > 0:28:56But when Hays finally get back to me,
0:28:56 > 0:29:00will they fire more of a big gun than I'd bargained for?
0:29:00 > 0:29:04It's the boss himself, John Hays, with his mobile number.
0:29:09 > 0:29:11People say knowledge is power.
0:29:11 > 0:29:13When it comes to fighting for your consumer rights,
0:29:13 > 0:29:16the more you have, the better equipped you'll be.
0:29:16 > 0:29:19Well, I've found some industry insiders who are prepared
0:29:19 > 0:29:21to spill the beans on the dirty tricks of their trade.
0:29:21 > 0:29:26So listen up, their advice could save you an awful lot of grief.
0:29:32 > 0:29:35Today, we're dealing with the world of double glazing.
0:29:35 > 0:29:38Something lots of you have installed to stop the drafts
0:29:38 > 0:29:40and cut the energy bills.
0:29:40 > 0:29:44But there are dodgy salesmen, pressure tactics and cowboy fitters
0:29:44 > 0:29:47out there and all they're after is your hard-earned cash.
0:29:54 > 0:29:57My insider has over 20 years' experience in the building
0:29:57 > 0:30:01and glazing industry and he's not happy with its bad name.
0:30:01 > 0:30:03We've protected his identity
0:30:03 > 0:30:06and when you hear what he's got to say, you'll understand why.
0:30:09 > 0:30:13Having your windows replaced, if you get a bad company, can be a nightmare experience.
0:30:13 > 0:30:17I get very annoyed when you hear about rogue companies
0:30:17 > 0:30:23who are conning consumers because it gives the whole industry a bad name.
0:30:23 > 0:30:26So how do you tell a good salesperson, male or female,
0:30:26 > 0:30:28from a bad one?
0:30:28 > 0:30:31A good salesman will spend time with you as a homeowner,
0:30:31 > 0:30:34explain what they have on offer, what they can show you,
0:30:34 > 0:30:37how they can improve your building.
0:30:37 > 0:30:40A bad salesman - if he's not being helpful,
0:30:40 > 0:30:46if they don't give you confidence that they understand the project and are there to look after you.
0:30:46 > 0:30:49If he's really forcing you down an avenue you're not comfortable with,
0:30:49 > 0:30:54that's the time to walk away from them. Tell them, "No, thank you."
0:30:54 > 0:30:58Too right. So what tales of you being left out in the cold
0:30:58 > 0:31:01has our insider got for us?
0:31:01 > 0:31:05The worst stories I've heard about are people being taken
0:31:05 > 0:31:08to a bank or building society to take their savings out
0:31:08 > 0:31:11to pay for the work
0:31:11 > 0:31:15and the extreme case has been where a consumer phoned me up
0:31:15 > 0:31:18to tell me that they had paid £4,500
0:31:18 > 0:31:21to have replacement windows and doors.
0:31:21 > 0:31:24They paid the whole amount in cash to this person.
0:31:24 > 0:31:27He provided a mobile phone number.
0:31:27 > 0:31:29When they tried to phone the mobile phone,
0:31:29 > 0:31:35it was a pay-as-you-go mobile phone and it had been disconnected.
0:31:35 > 0:31:38The consumer never, ever saw that person again.
0:31:38 > 0:31:44And if the work is actually carried out, it's not always up to scratch.
0:31:44 > 0:31:48A consumer was having a replacement bay window.
0:31:48 > 0:31:53The company installing this, they didn't know what they were doing.
0:31:53 > 0:31:55They took the old bay window out,
0:31:55 > 0:32:00they didn't correctly prop the bay window and the window is part
0:32:00 > 0:32:05of the structure of your home and it resulted in the whole bay collapsing.
0:32:05 > 0:32:08In the end, the consumer had to pay for a local builder
0:32:08 > 0:32:14to reinstate the bay. That cost the homeowner £8,500.
0:32:14 > 0:32:19So how do you stop new double glazing becoming a pain?
0:32:19 > 0:32:22Here's my insider's tips. Check them out.
0:32:24 > 0:32:28Have they got sales literature? Have they got a registered office?
0:32:28 > 0:32:31Phone them up, phone the office. That may not be completely foolproof
0:32:31 > 0:32:35but it is a start to show that they work for a legitimate company.
0:32:35 > 0:32:38Always shop around before you commit.
0:32:38 > 0:32:43I would always get three quotations. You can compare different companies.
0:32:43 > 0:32:46What are they suggesting for the replacement window or door?
0:32:46 > 0:32:49You can compare on price,
0:32:49 > 0:32:51on the different options of different materials.
0:32:51 > 0:32:53Check their track record.
0:32:53 > 0:32:56Ask the company, "Where else have you installed windows and doors?"
0:32:56 > 0:33:00Ask for references. If they're a good company, they will take you
0:33:00 > 0:33:04to another house to show where they have installed windows and doors.
0:33:04 > 0:33:07Do they belong to any professional bodies?
0:33:07 > 0:33:10Check to see if they're a member of a trade association.
0:33:10 > 0:33:13Give you some assurance that they know what they are doing.
0:33:13 > 0:33:17And finally, always know your rights.
0:33:17 > 0:33:21If you're not happy with the way you're being sold to,
0:33:21 > 0:33:24remember you do have a seven-day cooling-off period.
0:33:24 > 0:33:27- So cancel your order. - Well, there you go.
0:33:27 > 0:33:31Don't just glaze over when the salesman is on the hard sell.
0:33:31 > 0:33:35Listen to my insider and hopefully it will stop you getting done.
0:33:41 > 0:33:44Gary Finnan and his girlfriend, Tracy Gerrard,
0:33:44 > 0:33:46are having a right old battle with Hays Travel.
0:33:46 > 0:33:50Their dream family holiday turned into a nightmare when they ended up
0:33:50 > 0:33:54in a hotel from hell with their 91-year-old wheelchair-bound nan.
0:33:56 > 0:33:59By the time we got to the hotel it was getting on for midday, it was hot.
0:33:59 > 0:34:03My nan was looking quite ill by this point cos I was on the phone to Hays.
0:34:03 > 0:34:06- "You've got to get us out, my nan doesn't look very well."- Yeah.
0:34:06 > 0:34:10When it came to compensation, Hays wasn't offering enough.
0:34:10 > 0:34:14Now, I've been trying to get Hays to hold their hands up and pay out
0:34:14 > 0:34:17and I think I might have just found a crack in their case.
0:34:17 > 0:34:20We've heard from our travel expert lawyer.
0:34:20 > 0:34:23If two or more components have been booked by your travel agent,
0:34:23 > 0:34:25then you have yourself a package holiday
0:34:25 > 0:34:29and you're fully protected if anything goes wrong.
0:34:29 > 0:34:31Now, we know that Gary and Tracy booked three components
0:34:31 > 0:34:34and paid one price to Hays Travel
0:34:34 > 0:34:37and therefore they bought themselves a package holiday.
0:34:38 > 0:34:41'I've had an e-mail from Hays still refusing to admit
0:34:41 > 0:34:44'that Gary and Tracy bought a package holiday from them.
0:34:44 > 0:34:46'So it's no more Mr Nice Guy.
0:34:46 > 0:34:50'I'm waiting for the customer relations manager to call me back
0:34:50 > 0:34:54'but boy, oh boy, have they got a surprise for me.'
0:34:54 > 0:34:58Crikey, not only have Hays Travel actually returned my call
0:34:58 > 0:35:01but it's the boss himself, John Hays, with his mobile number.
0:35:01 > 0:35:04That'll be handy for any future complaints.
0:35:04 > 0:35:08'I must be on the right track if I've caught the boss' attention
0:35:08 > 0:35:12'and I'm keen to hear what he's got to say about Gary and Tracy's situation.'
0:35:12 > 0:35:15'In this particular case, we've failed horribly
0:35:15 > 0:35:20'and I won't hide behind anything. I'm...I've got to be honest,
0:35:20 > 0:35:23- '..horrified when I've read this case.'- OK.
0:35:23 > 0:35:27'As a company, our principle is, in these cases, is to
0:35:27 > 0:35:31'look after clients and, er, and refund them
0:35:31 > 0:35:36'as if we WERE the principal, no matter what the current law says,
0:35:36 > 0:35:39- 'and that is our company policy.'- OK. - 'And we're absolutely wrong here
0:35:39 > 0:35:41'and there's no equivocation on my part
0:35:41 > 0:35:46'that we should've acted as the principal, even if we weren't in law,
0:35:46 > 0:35:49'and refunded the client, and it's a very bad case.'
0:35:49 > 0:35:52John, that's something I admire of anybody, to put their hands up
0:35:52 > 0:35:55and say, "OK, this one is wrong, it shouldn't have been done."
0:35:55 > 0:35:58It's nice for people to sometimes stand up and take it on the chin,
0:35:58 > 0:36:00it does show a decent... a decent response.
0:36:00 > 0:36:04- The fact you've looked at it and acknowledged it. So that I admire.- 'Good, thank you.'
0:36:04 > 0:36:06'This is knock-out!'
0:36:06 > 0:36:10- John, nice talking to you. Bye-bye. - 'Cheers. Thanks, bye.'- Bye-bye.
0:36:10 > 0:36:11Gordon Bennett!
0:36:11 > 0:36:14I was speaking to that governor, we became buddies at the end of it.
0:36:14 > 0:36:17What a nice man, what a nice company. He actually said to me,
0:36:17 > 0:36:20"When I looked at the facts, and everything here, I was horrified."
0:36:20 > 0:36:23That was his exact word - horrified. He said,
0:36:23 > 0:36:26"I'm going to get it sorted out." Just waiting for an e-mail now,
0:36:26 > 0:36:29but I've got a funny feeling it's going to be very good news.
0:36:29 > 0:36:31'Nice man, John.
0:36:32 > 0:36:36'Not only has John Hays been quick to address this case
0:36:36 > 0:36:39'with me over the phone, but he's come to meet me face-to-face
0:36:39 > 0:36:42'for a bit of a chinwag in a cosy old boozer.'
0:36:42 > 0:36:46John, firstly, I've got to thank you for coming all the way down from the North East to London
0:36:46 > 0:36:49to chat with us about this case. I mean, that shows a certain
0:36:49 > 0:36:53- amount of dedication there to what's gone on.- Yeah.- What did go on?
0:36:53 > 0:36:57When I read the file, I was really quite upset, really.
0:36:57 > 0:36:59I was upset for the family,
0:36:59 > 0:37:03because clearly they had a fairly horrible time and, er...
0:37:03 > 0:37:05I'm from the North East, as you've just said,
0:37:05 > 0:37:09and, when I was a kid, my mam used to say, "Do as you'd be done by,"
0:37:09 > 0:37:13in other words, treat people the way you'd like to be treated yourself.
0:37:13 > 0:37:17Quite frankly, I wouldn't have liked that to have happened to myself, so I felt really upset for them.
0:37:17 > 0:37:21I get the impression, John, that, from what you're saying there,
0:37:21 > 0:37:25had the file landed on your lap, it would've been sorted quite quickly.
0:37:25 > 0:37:27But of course, that hasn't happened,
0:37:27 > 0:37:30- it landed on the desk of somebody else.- Mm-hm.
0:37:30 > 0:37:33Is that the problem there? Is that what's happened?
0:37:33 > 0:37:37Yeah, I think, overall, the team in customer relations are a good team.
0:37:37 > 0:37:40I think they usually are customer focused.
0:37:40 > 0:37:43In this case, they got it wrong
0:37:43 > 0:37:46and what they did is, the supplier who let us down,
0:37:46 > 0:37:52by...a day or two before the family were due to go,
0:37:52 > 0:37:56who said the hotel wasn't available, then let us down afterwards, because
0:37:56 > 0:37:59they got obsessed with trying to get an answer out of this company,
0:37:59 > 0:38:02who had a backlog of issues and complaints,
0:38:02 > 0:38:06and they just got obsessed with trying to get an answer from them
0:38:06 > 0:38:08and lost focus on the family.
0:38:08 > 0:38:12'I do like an honest response, but how is John going to make sure
0:38:12 > 0:38:15'that nothing like Tracy and Gary's experience happens again?'
0:38:15 > 0:38:20We've changed the reporting lines of our customer relations department
0:38:20 > 0:38:23and we've changed the processes.
0:38:23 > 0:38:27'John was quick to reassure me that none of these managerial changes
0:38:27 > 0:38:30'will affect Debbie, who I first spoke to in customer relations,
0:38:30 > 0:38:33'and continues to do a sterling job for him.
0:38:33 > 0:38:37'But what happens now when it comes to a valid complaint?'
0:38:37 > 0:38:40We refund the client quickly
0:38:40 > 0:38:44and we then take it up with the supplier later
0:38:44 > 0:38:49to actually address these issues with our supplier, possibly take them off sale.
0:38:49 > 0:38:52Has this particular hotel been taken off your list?
0:38:52 > 0:38:56The hotel was extremely poor, so the hotel's off the list
0:38:56 > 0:39:01and the supplier of the hotel is not off the list, but they're under
0:39:01 > 0:39:05severe pressure to guarantee quality for us going forward.
0:39:05 > 0:39:08I quite admire that, cos you really have addressed situation with
0:39:08 > 0:39:11- a certain amount of real importance. - Yes, absolutely.
0:39:11 > 0:39:14We unequivocally let our clients down and...no ifs and buts,
0:39:14 > 0:39:18and we've built our reputation by having satisfied clients
0:39:18 > 0:39:22who come back to us, and that's how the business has grown,
0:39:22 > 0:39:25and when I read files like this, I was genuinely upset.
0:39:25 > 0:39:28John, I admire you for that. You've travelled a long way down, stood up,
0:39:28 > 0:39:32taken it on the chin, said you're addressing it and rectifying the problems,
0:39:32 > 0:39:35- so I've got to thank you for that.- Thank you.
0:39:35 > 0:39:37'I have to say, I am very impressed.
0:39:37 > 0:39:42'John has clearly taken the issues on board and I have a funny feeling
0:39:42 > 0:39:46'that, for Gary and Tracy, the result is going to be first-class.'
0:39:46 > 0:39:49Now, I'm back in Essex and I've only just avoided the rain,
0:39:49 > 0:39:51which is a very good sign for me.
0:39:51 > 0:39:54I've asked Tracy and Gary to get Mum and Dad in,
0:39:54 > 0:39:57because I've got some news for them and a letter from John Hays himself
0:39:57 > 0:39:59and I think they're going to like it.
0:39:59 > 0:40:04- That's Tony, Linda.- Tony, good to meet you.- Hello, Dom.- Hello, Linda. - Hiya.- Lovely to meet you.
0:40:04 > 0:40:07I've heard about your holiday described as a disaster.
0:40:07 > 0:40:12- Total disaster. From start to finish, yes.- Do you agree, Tony?
0:40:12 > 0:40:16- Completely. It was the worst holiday I've ever had.- Right.
0:40:16 > 0:40:19- You can't get much worse than that, can you?- Not really, no.
0:40:19 > 0:40:21Let's tell you how I got on with Hays.
0:40:21 > 0:40:23There's been lots of toing and froing.
0:40:23 > 0:40:26If you can work your way to the top,
0:40:26 > 0:40:29only speak to the top person, that's normally a real bonus.
0:40:29 > 0:40:32Eventually, I got the owner of Hays Travel,
0:40:32 > 0:40:34a guy called John Hays, on the phone.
0:40:34 > 0:40:38- He described your situation as horrific. That was the MD of the company.- Good.
0:40:38 > 0:40:43- But that's the first we've heard that someone's actually admitted they were wrong.- Yeah.- Yeah.
0:40:43 > 0:40:47We appreciate that, but it doesn't compensate for what we've lost.
0:40:47 > 0:40:50All the letters we got back were, "Not our fault. Not our fault."
0:40:50 > 0:40:53- Passing the buck.- That you've come back and said he's now said,
0:40:53 > 0:40:57- "D'you know what, I'm disgusted by it," it's changed everything.- Yeah.
0:40:57 > 0:41:00Now, one of the issues that you mentioned, Tracy,
0:41:00 > 0:41:03was you didn't really think you had a fair apology.
0:41:03 > 0:41:05He's written a letter of apology.
0:41:05 > 0:41:08- That's good.- Yeah. - I've got it for you.
0:41:08 > 0:41:11'And it's only fair that the person who sweated the most
0:41:11 > 0:41:14'over every letter they've sent to explain their case
0:41:14 > 0:41:15'gets to read this one out.
0:41:15 > 0:41:17'Over to you, Gary.'
0:41:17 > 0:41:21"Dear Tracy. Since starting Hays Travel in 1980, we have succeeded
0:41:21 > 0:41:23"by selling great holidays and looking after people well.
0:41:23 > 0:41:26"I'm sorry that we have not looked after you well.
0:41:26 > 0:41:30"I am ashamed and embarrassed..." You read it.
0:41:30 > 0:41:32"I am sorry that we have not looked after you well.
0:41:32 > 0:41:35"I'm ashamed and embarrassed by the time it has taken to..."
0:41:35 > 0:41:39VOICE BREAKS: "..to resolve this and I'd like to apologise..." Stop it, you'll start me off now!
0:41:39 > 0:41:43"..and on behalf of the company, as a direct result of your case,
0:41:43 > 0:41:45"I have changed both procedures
0:41:45 > 0:41:48"and senior management of our customer relations department.
0:41:48 > 0:41:55"I hope that the cheque for £3,914 will compensate for your experience."
0:41:55 > 0:41:58THEY CRY
0:41:58 > 0:42:01- Thanks, Gal. - LINDA: Thank you!
0:42:01 > 0:42:04- Thank you, thank you!- Yeah! - My pleasure.- Thank you so much.
0:42:04 > 0:42:06- Have I got to kiss you as well? - No, definitely not.
0:42:06 > 0:42:08- There's your cheque.- Oh, my God!
0:42:08 > 0:42:11Now, that's all the money back from your holiday
0:42:11 > 0:42:14and some compensation there for your inconvenience, right.
0:42:14 > 0:42:18- That's a big man.- Yeah. Thank you. - How do you feel about that?
0:42:18 > 0:42:22Thank you, John Hays, for standing up... Yeah, we'll have to frame that.
0:42:22 > 0:42:26- ..and showing that there are some decent people out there, really.- Do you know what?
0:42:26 > 0:42:29Are you about to cry? Because you're a fireman!
0:42:29 > 0:42:31You're going to get a lot of stick!
0:42:31 > 0:42:35- Do you want a little comfort hug, mate? Come on.- Cheers, mate. - You're all right, buddy.
0:42:35 > 0:42:38That's my job done. Tony, lovely to meet you. And you, Linda.
0:42:38 > 0:42:42- Yeah, thanks again.- Mwah! No worries! - Mwah!- Send my love to your mum.
0:42:42 > 0:42:45- I will do.- And you, Tracy. - Thanks for everything.
0:42:45 > 0:42:50- And you, you big wuss!- Cheers, Dom. - Aw! See you later, buddy.- ALL: Bye!
0:42:53 > 0:42:55Three very happy people.
0:42:55 > 0:42:58Would've been four, but Gary cried and he's a rufty-tufty fireman
0:42:58 > 0:43:01and his mates are going to rip him to shreds. But unfortunately, Gary,
0:43:01 > 0:43:04that's a problem you'll have to sort out yourself. I can't help.
0:43:04 > 0:43:07- LAUGHTER - Yeah, I know! God!
0:43:15 > 0:43:19Subtitles by Red Bee Media Ltd