0:00:02 > 0:00:05I've been fighting consumer battles for years, but there's
0:00:05 > 0:00:07still many companies out there trying to get one over on you.
0:00:07 > 0:00:12They don't care, as long as the cash register is going "ching, ching, ching," that's all they care about.
0:00:12 > 0:00:17Thousands of you are still subject to an array of unfair treatment,
0:00:17 > 0:00:21from poor customer service to hidden small print and faulty products.
0:00:21 > 0:00:24What can we do? Maybe make a complaint maybe,
0:00:24 > 0:00:26that'll get lost in the telecommunications abyss.
0:00:26 > 0:00:29These companies simply don't seem to care,
0:00:29 > 0:00:34and are causing you, the consumer, a lot of unnecessary stress.
0:00:34 > 0:00:37But never fear, I'll take on your consumer battles
0:00:37 > 0:00:40to make sure that you don't get done.
0:01:00 > 0:01:05And coming up on today's show, we take on the travel agents,
0:01:05 > 0:01:07as three major companies face complaints
0:01:07 > 0:01:11over their lack of customer care during turbulent times.
0:01:11 > 0:01:15There were sandbags outside the hotels and supermarkets,
0:01:15 > 0:01:18you know, the flood water was gradually seeping in to Bangkok.
0:01:18 > 0:01:23People were seen running around the streets with guns in their hands.
0:01:23 > 0:01:25We've got some inside knowledge for you
0:01:25 > 0:01:29on all that's dirty in the landscape gardening trade,
0:01:29 > 0:01:30and it's not manure.
0:01:30 > 0:01:34I've seen walls that have blown over and collapsed into cars
0:01:34 > 0:01:37that could have been collapsed on to people or children walking by.
0:01:37 > 0:01:41And we hit the streets to find out if you, the great British public,
0:01:41 > 0:01:44are in the wrong about your consumer rights.
0:01:44 > 0:01:46That's what I thought, OK, OK.
0:01:50 > 0:01:55As a nation, we love nothing more than going on holiday.
0:01:55 > 0:01:57But when it comes to booking exotic locations,
0:01:57 > 0:02:00us Brits can be quite adventurous.
0:02:02 > 0:02:06But what happens when something out of our control disrupts our holiday,
0:02:06 > 0:02:09you know, earthquakes, flooding, hurricanes,
0:02:09 > 0:02:12even ash clouds, would you believe.
0:02:12 > 0:02:15Surely, we would be entitled to a refund, right?
0:02:15 > 0:02:19Not necessarily, you see, some of you have been getting in touch
0:02:19 > 0:02:22because you're having trouble getting your money back.
0:02:22 > 0:02:26Meet Jill Greer, and her partner, Mike, from Sheerness in Kent.
0:02:26 > 0:02:30Who experienced holiday problems outside of their control.
0:02:30 > 0:02:34In August 2011, they researched and planned their dream holiday,
0:02:34 > 0:02:36an exotic trip to Thailand.
0:02:36 > 0:02:39It's one place we hadn't been to,
0:02:39 > 0:02:42that we had heard lots of things about it
0:02:42 > 0:02:44and it sounded very interesting,
0:02:44 > 0:02:47fascinating culture, so we thought we would like to give it a go.
0:02:47 > 0:02:50They decided they would like to book with Travelsphere,
0:02:50 > 0:02:55an online tour operator who they had successfully booked with four times before.
0:02:55 > 0:02:57Jill and Mike would tour Bangkok
0:02:57 > 0:03:00and some of the enchanting northern provinces of Thailand.
0:03:00 > 0:03:02How lovely.
0:03:02 > 0:03:05We checked the weather forecast for the year
0:03:05 > 0:03:08and decided that October, late October,
0:03:08 > 0:03:10was probably the best time to go
0:03:10 > 0:03:12because the monsoon should have been over by then,
0:03:12 > 0:03:15and no more problems, let's go and enjoy the sunshine.
0:03:17 > 0:03:20Jill and Mike paid £2,865 upfront,
0:03:20 > 0:03:23which included prepaid excursions.
0:03:23 > 0:03:27Their flight was due to leave on the 25th of October 2011.
0:03:30 > 0:03:33But Thailand was about to be hit by the worst monsoon floods
0:03:33 > 0:03:37it had seen in decades, and news was spreading across the world.
0:03:37 > 0:03:43Round about October the 7th was when we first started getting news reports on the television,
0:03:43 > 0:03:46it was getting, you know, quite serious, and the floods were
0:03:46 > 0:03:49coming from the north, slowly working their way into Bangkok
0:03:49 > 0:03:52and that's when we started ringing up Travelsphere
0:03:52 > 0:03:54saying we were bit worried about us going.
0:03:54 > 0:03:56And they said, "no, there's no problem at all,
0:03:56 > 0:03:58"and we're in touch with the Foreign Office,
0:03:58 > 0:04:00"and all our agents in Thailand."
0:04:00 > 0:04:04The Foreign and Commonwealth Office are the government department
0:04:04 > 0:04:07dedicated to protecting British citizens when travelling abroad
0:04:07 > 0:04:10and they hadn't yet issued a warning.
0:04:10 > 0:04:14But by mid-October, despite harrowing news reports
0:04:14 > 0:04:17and millions of people effected by the floods,
0:04:17 > 0:04:21Travelsphere maintained the holiday experience would be unaffected.
0:04:21 > 0:04:24So, eventually, I telephoned them
0:04:24 > 0:04:26and asked them what they were doing about the floods in Thailand,
0:04:26 > 0:04:28because there was no way our tour could go ahead.
0:04:28 > 0:04:31Travelsphere told Mike they'd been forced to change
0:04:31 > 0:04:34two days of the itinerary due to the floods,
0:04:34 > 0:04:37but the rest of the holiday would go ahead as normal.
0:04:37 > 0:04:40However, Eva Air, the airline they were due to fly with
0:04:40 > 0:04:42were offering to reschedule flights
0:04:42 > 0:04:45for dates after the floods had passed.
0:04:45 > 0:04:48So, the airline, as well as the world's media
0:04:48 > 0:04:50were aware how serious this was,
0:04:50 > 0:04:52but not Travelsphere it seems,
0:04:52 > 0:04:54so Mike phoned them again.
0:04:54 > 0:04:57I said "look, we can reschedule our tickets,
0:04:57 > 0:05:00"the airlines have said so, will you do that for us?"
0:05:00 > 0:05:04And got a flat refusal, "no." Despite our continued phone calls
0:05:04 > 0:05:08Travelsphere didn't offer to do anything at all for us,
0:05:08 > 0:05:11all they told us was that we went on their holiday,
0:05:11 > 0:05:15but if we cancel, we would lose all of the money we paid.
0:05:15 > 0:05:18Safety conscious and unable to ignore news reports,
0:05:18 > 0:05:21Jill and Mike cancelled their dream holiday to Thailand
0:05:21 > 0:05:2512 hours prior to their planned departure,
0:05:25 > 0:05:27facing a loss of £2,865.
0:05:29 > 0:05:32Travelsphere stuck to their word that it was safe to go,
0:05:32 > 0:05:36based on advice from the Foreign Office.
0:05:36 > 0:05:39When I contacted Dom I was hoping that there was perhaps some way
0:05:39 > 0:05:41that he could help us out of this situation.
0:05:41 > 0:05:45Sort of, last, desperate measures, really to get some compensation.
0:05:47 > 0:05:48Desperate times indeed,
0:05:48 > 0:05:51with what sounds like a very bad case of pre-holiday blues,
0:05:51 > 0:05:56not to mention the thousands of pounds hanging in the balance.
0:05:56 > 0:05:59This couple definitely need my help.
0:05:59 > 0:06:01So, I've come to meet them at home in Kent
0:06:01 > 0:06:04to get to the root of this flood disaster.
0:06:05 > 0:06:08- Oh, I didn't know if the bell was working.- Hello, Dom.
0:06:08 > 0:06:10Hello, you must be Mike, pleased to meet you, Mike.
0:06:12 > 0:06:15The reason I'm here is because you've had a bit of a disaster
0:06:15 > 0:06:18- with a trip you had planned to Thailand.- That's right, yes.
0:06:18 > 0:06:20Right, so, you decided to cancel?
0:06:20 > 0:06:24Then we discovered on the day we would have arrived in Bangkok,
0:06:24 > 0:06:25because it is an overnight flight,
0:06:25 > 0:06:28on the morning the Foreign Office issued advice
0:06:28 > 0:06:30not to travel to Bangkok
0:06:30 > 0:06:33and two of the other districts we were supposed to visit.
0:06:33 > 0:06:37Unbelievably, the very day Jill and Mike were due to land in Thailand
0:06:37 > 0:06:41the Foreign Office did indeed change their advice,
0:06:41 > 0:06:45warning against all travel to affected part of the country.
0:06:45 > 0:06:48So, Jill and Mike were right to worry about their own safety.
0:06:48 > 0:06:52Quite often, I've found, travel companies should take their own initiative
0:06:52 > 0:06:54and say, you know what, the Foreign Office haven't said anything,
0:06:54 > 0:06:58but we think it might be worth looking at an alternative destination.
0:06:58 > 0:07:00- Obviously, Travelsphere didn't do that.- No.
0:07:00 > 0:07:03You're good customers of theirs, you've paid them in full,
0:07:03 > 0:07:06it's too dangerous as far as you're concerned to go,
0:07:06 > 0:07:08- give us my money back.- Yes.
0:07:08 > 0:07:10- So, what happened next? - Flat refusal.
0:07:10 > 0:07:14- That's pretty poor customer service, isn't it?- I thought so, yes.
0:07:14 > 0:07:17Now that Jill and Mike had forfeited their holiday,
0:07:17 > 0:07:21all that was left was for them to try to get their money back.
0:07:21 > 0:07:26- Did you pursue it further? - I wrote to Travelsphere,
0:07:26 > 0:07:30and the man in charge of customer services got his lady assistant
0:07:30 > 0:07:33to telephone me and say they're very sorry,
0:07:33 > 0:07:36but there's nothing more they can do for us.
0:07:36 > 0:07:39Sorry indeed, I'm stunned that even with the Foreign Office
0:07:39 > 0:07:42changing their advice the day Jill and Mike were due to land,
0:07:42 > 0:07:46Travelsphere were refusing to acknowledge this fact.
0:07:46 > 0:07:51So, that's potentially £2,865 down the plug hole.
0:07:51 > 0:07:54A sum of money that none of us would want to lose,
0:07:54 > 0:07:56particularly a couple who are no longer working.
0:07:58 > 0:08:02I mean, we're pensioners, so we haven't got loads and loads of money,
0:08:02 > 0:08:05and, obviously, you save up for a big holiday,
0:08:05 > 0:08:08and it was a lot of money just to lose.
0:08:08 > 0:08:11Bit sad that we had to cancel it,
0:08:11 > 0:08:15but, um, our safety is much more important
0:08:15 > 0:08:17than Travelsphere keeping our money.
0:08:17 > 0:08:20Having complained to the company,
0:08:20 > 0:08:24they were refunded £190 for excursion refunds.
0:08:24 > 0:08:29But that still left a deficit of 2,675.
0:08:31 > 0:08:34- What about insurance, were you covered?- We both had insurance
0:08:34 > 0:08:37but, of course, the insurance doesn't pay out
0:08:37 > 0:08:43unless the Foreign Office advises not to go, or you fall ill.
0:08:43 > 0:08:45But this cancellation was our own choice
0:08:45 > 0:08:48based on the information we had.
0:08:48 > 0:08:50And by the sounds of it, you know, and with hindsight it,
0:08:50 > 0:08:52it was a good choice, wasn't it?
0:08:52 > 0:08:56You don't want go over to somewhere which is a disaster zone, isn't it?
0:08:56 > 0:08:58It was the worst floods in nearly 60 years.
0:08:58 > 0:09:01We would have been walking round knee deep in dirty floodwater
0:09:01 > 0:09:03for the three days in Bangkok.
0:09:03 > 0:09:08So, it wasn't just Travelsphere relying on Foreign Office advice, but insurers too.
0:09:08 > 0:09:12Jill and Mike are now left with a big hole in their pocket.
0:09:12 > 0:09:14What would you like from Travelsphere?
0:09:14 > 0:09:18Um, well, we would like, um, the offer of another holiday,
0:09:18 > 0:09:22- I suppose, wouldn't we?- Yes. - Thailand, now that the troubles are, sort of, over.
0:09:22 > 0:09:25Yeah, I think that's the least they could offer, isn't it?
0:09:25 > 0:09:28At the end of the day, the couple deserve something
0:09:28 > 0:09:31for the holiday that never would have been the dream vacation they booked.
0:09:31 > 0:09:34Now, are you all right if I take this paperwork away,
0:09:34 > 0:09:36- I will return it. - Yes, of course you can, Dom.
0:09:36 > 0:09:40Have you got a different colour folder? I can't walk down the street with that.
0:09:40 > 0:09:42Have you got another one? SHE LAUGHS
0:09:42 > 0:09:44I'm not happy.
0:09:44 > 0:09:47Look, I don't mind sorting out your problems,
0:09:47 > 0:09:50but don't give me all of your paperwork in a pink folder
0:09:50 > 0:09:53and expect me to walk down the road with it.
0:09:53 > 0:09:55Livid.
0:09:55 > 0:09:57Some people...
0:09:58 > 0:10:00If the folder was red that would have been fine.
0:10:00 > 0:10:02Because, jokes aside, I'm fuming.
0:10:02 > 0:10:05I've got an expensive problem to deal with here.
0:10:05 > 0:10:09Almost £3,000 handed over to Travelsphere,
0:10:09 > 0:10:11no holiday in return, and no apology.
0:10:11 > 0:10:15They blame a natural disaster beyond their control,
0:10:15 > 0:10:18and following Foreign Office advice for their actions.
0:10:18 > 0:10:21However you look at it, the Greer's have had no holiday,
0:10:21 > 0:10:24and are still thousands of pounds out of pocket.
0:10:24 > 0:10:28Jill and Mike have had very little luck with Travelsphere so far,
0:10:28 > 0:10:32so, what I've done is written up a nice, but firm e-mail,
0:10:32 > 0:10:34sent it off on their behalf.
0:10:34 > 0:10:36Here's hoping for a quick resolve.
0:10:38 > 0:10:40Back in the office, I browse my inbox
0:10:40 > 0:10:44and very quickly discover Jill and Mike aren't alone in their plight.
0:10:44 > 0:10:48There are other travel related stories awaiting investigation as well,
0:10:48 > 0:10:51but these aren't all e-mails about Travelsphere.
0:10:51 > 0:10:55We've had complaints about three different travel companies
0:10:55 > 0:10:59whose name all, coincidently start with T, Thomas Cook, Thomson,
0:10:59 > 0:11:00and Travelsphere.
0:11:00 > 0:11:04And it seems when customers have tried to sort out the problems themselves
0:11:04 > 0:11:07the reply also started with a T, tough.
0:11:09 > 0:11:12They failed to give us the weeks holiday that we expected anyway,
0:11:12 > 0:11:16and then, just to cancel right at the last minute,
0:11:16 > 0:11:18um, I was angry.
0:11:24 > 0:11:28Britain, home to over 62 million consumers.
0:11:28 > 0:11:32But how much do you know about your consumer rights
0:11:32 > 0:11:35when buying goods and services? What you do when things go wrong?
0:11:35 > 0:11:38If you don't know, you need to get to know.
0:11:38 > 0:11:42You could be saving yourselves a lot of time, stress, and money.
0:11:47 > 0:11:49My research team have hit the streets
0:11:49 > 0:11:51to find out how much you, the general public,
0:11:51 > 0:11:53know about consumer law.
0:11:53 > 0:11:55First question, tech trouble.
0:11:57 > 0:11:58"You buy a new laptop from a high-street store,
0:11:58 > 0:12:01"but after three months the hinge snaps off.
0:12:01 > 0:12:04"You stick it back on, but a few weeks later, it breaks again,
0:12:04 > 0:12:06"are you entitled to a replacement from the store?"
0:12:07 > 0:12:11If it's within 28 days then you'd be entitled to a replacement.
0:12:13 > 0:12:14After three months, I'd say yes.
0:12:16 > 0:12:18- Yeah, I think you are. - Pretty much, yeah.
0:12:19 > 0:12:23No, no, no. Three incorrect answers.
0:12:24 > 0:12:27Never attempt to fix faulty goods yourself,
0:12:27 > 0:12:31as your protection under the Sale of Goods Act will be invalidated.
0:12:31 > 0:12:33Leave the broken item well alone,
0:12:33 > 0:12:36and return it to the shop you bought it from.
0:12:36 > 0:12:38That's not right.
0:12:38 > 0:12:40Well, that's the law of the land, I'm afraid.
0:12:40 > 0:12:43Second question, frozen out.
0:12:44 > 0:12:47"You buy a new fridge freezer from a department store,
0:12:47 > 0:12:51"but due to a family emergency you miss the arranged delivery date,
0:12:51 > 0:12:53"can you rearrange a free delivery?"
0:12:53 > 0:12:56Um, I, personally, would say no.
0:12:56 > 0:12:58I don't know, I think that they would rearrange it,
0:12:58 > 0:12:59but they would charge you.
0:12:59 > 0:13:02- The extra cost.- I don't think you would get a free delivery.
0:13:02 > 0:13:06I would say no in that case, because you've already arranged it,
0:13:06 > 0:13:09and they showed up correctly, and you weren't there, back it up.
0:13:09 > 0:13:12That's better, three correct answers this time,
0:13:12 > 0:13:15I'm afraid that, even in emergency,
0:13:15 > 0:13:17if you miss the delivery date arranged,
0:13:17 > 0:13:21the company are within their rights to leave the package on your doorstep,
0:13:21 > 0:13:24they may even charge you to take the item back to the warehouse.
0:13:25 > 0:13:27That's what I thought, OK.
0:13:28 > 0:13:30And well thought, sir.
0:13:30 > 0:13:32Last question, off your bike.
0:13:33 > 0:13:35"You purchase a bike from an online store
0:13:35 > 0:13:37"but when it arrives you don't like the frame's colour,
0:13:37 > 0:13:41"can you send it back unused and still get a full refund?"
0:13:41 > 0:13:43Uh, no.
0:13:43 > 0:13:45I don't think you would get a full refund.
0:13:45 > 0:13:49Just cos you don't like the colour, when you chose it in the first place.
0:13:49 > 0:13:50Yes, if it's unused.
0:13:50 > 0:13:53- If it's unused, I imagine so, yes. - Definitely.
0:13:53 > 0:13:55Correct, but they were the only ones.
0:13:55 > 0:13:57You can get your money back,
0:13:57 > 0:14:00but you may still have to pay for postage and packaging.
0:14:00 > 0:14:04The distance selling regulations allow customers who buy online
0:14:04 > 0:14:06a seven-day cooling off period,
0:14:06 > 0:14:09starting the day after the goods are delivered,
0:14:09 > 0:14:12you don't have the same rights if you buy the item in a shop.
0:14:12 > 0:14:15Oh, interesting.
0:14:16 > 0:14:19Oh, yes, I find consumer law pretty interesting too,
0:14:19 > 0:14:23especially when knowing your rights can save hassle, embarrassment,
0:14:23 > 0:14:24and of course, money.
0:14:30 > 0:14:35Earlier on, I met Jill Greer and her partner, Mike, from Sheerness,
0:14:35 > 0:14:38who booked a dream holiday to Thailand
0:14:38 > 0:14:41with online travel company Travelsphere,
0:14:41 > 0:14:44but the events that followed were more like a nightmare.
0:14:44 > 0:14:46Devastating floods hit Thailand
0:14:46 > 0:14:50and Jill and Mike didn't feel it was safe to travel,
0:14:50 > 0:14:52so they cancelled their holiday.
0:14:52 > 0:14:55Thousands of people were trying to get out of Bangkok at the time
0:14:55 > 0:14:58as our date of departure approached.
0:14:58 > 0:15:02When Jill and Mike cancelled, their insurance company wouldn't pay out
0:15:02 > 0:15:04because the Foreign Office hadn't issued a warning.
0:15:04 > 0:15:09And, for the same reason, Travelsphere wouldn't let them make alternative arrangements.
0:15:09 > 0:15:10They just wouldn't listen,
0:15:10 > 0:15:14they said the tour was going to go ahead regardless
0:15:14 > 0:15:17until they had any notification from the Foreign Office.
0:15:17 > 0:15:20But 24 hours later, the day they were due to land in Thailand,
0:15:20 > 0:15:23the Foreign Office did stop people going.
0:15:23 > 0:15:25So, the couple were right to worry,
0:15:25 > 0:15:27but this meant nothing to Travelsphere,
0:15:27 > 0:15:30who said the events were not their fault,
0:15:30 > 0:15:33and treated the case as a simple cancellation.
0:15:33 > 0:15:37I've already sent Travelsphere an e-mail outlining Jill and Mike's plight,
0:15:37 > 0:15:40in the hope of claiming some of their money back.
0:15:40 > 0:15:45The floods in Thailand were outside the control of the holiday company and the customer,
0:15:45 > 0:15:48and in this case, it was Jill and Mike who chose to cancel the agreement.
0:15:48 > 0:15:51But floods are not the only kind of disaster
0:15:51 > 0:15:54that can put an end to holiday dreams.
0:15:54 > 0:15:56Sadly, Jill and Mike are not alone
0:15:56 > 0:15:58because my inbox is full to the brim
0:15:58 > 0:16:01with people complaining about holiday companies
0:16:01 > 0:16:04making you liable for natural disasters.
0:16:06 > 0:16:09Kelly Rose and Lee Gale from Manchester
0:16:09 > 0:16:13booked a honeymoon in St Lucia with Thomas Cook.
0:16:13 > 0:16:16But disaster struck when a hurricane hit the island.
0:16:18 > 0:16:21It was November 2010 that the couple were due to fly
0:16:21 > 0:16:23out for their £5,000 honeymoon.
0:16:25 > 0:16:27But the gale force winds of Hurricane Tomas
0:16:27 > 0:16:30meant the trip didn't take off as planned.
0:16:30 > 0:16:34After being left at the airport for 12 hours with no information,
0:16:34 > 0:16:39Thomas Cook told the couple they were unable to fly to their destination.
0:16:39 > 0:16:41For two days, they were stuck in an airport hotel,
0:16:41 > 0:16:44and were then flown to Barbados instead,
0:16:44 > 0:16:47as that was unaffected by the weather.
0:16:47 > 0:16:49Not ideal, but a good compromise.
0:16:51 > 0:16:56Unfortunately, Thomas Cook booked the Gale's into a hotel that was already fully booked.
0:16:56 > 0:16:59So, they then put them into a bed-and-breakfast.
0:16:59 > 0:17:02Trouble is, the Gale's had paid for all-inclusive,
0:17:02 > 0:17:06so, they were pretty relieved when St Lucia got the all clear,
0:17:06 > 0:17:07and they were off to the airport
0:17:07 > 0:17:10to be able to continue their honeymoon as planned.
0:17:10 > 0:17:12Zip-a-dee-doo-dah.
0:17:12 > 0:17:15But they weren't booked on the flight,
0:17:15 > 0:17:18so, they had to wait another day.
0:17:18 > 0:17:20The couple did eventually make it to St Lucia
0:17:20 > 0:17:23but it is four days after they were due.
0:17:23 > 0:17:25So, that's the start of a honeymoon ruined.
0:17:25 > 0:17:28Out-of-pocket expenses totalling £300,
0:17:28 > 0:17:32and despite Kelly Rose and Lee attempting to claw some of this back,
0:17:32 > 0:17:36Thomas Cook have quoted, "circumstances beyond their control"
0:17:36 > 0:17:41as the reason they won't offer reimbursement or any compensation.
0:17:41 > 0:17:46Right, so, that's another holiday company washing their hands of a situation
0:17:46 > 0:17:48and claiming events are not their fault.
0:17:48 > 0:17:51Well, it's not the fault of the customer either.
0:17:51 > 0:17:53Time to get the phone, I think.
0:17:54 > 0:17:57Right, Thomas Cook, first call, let's see how I get on.
0:17:57 > 0:17:59It's at this point I never really know
0:17:59 > 0:18:03whether things are going to be good or bad.
0:18:03 > 0:18:05'I get through to the press office
0:18:05 > 0:18:07'and explain the case of Kelly Rose and Lee Gale.'
0:18:07 > 0:18:10It's a bit of a bad start to honeymoon, isn't it?
0:18:10 > 0:18:12They would like something done about it.
0:18:12 > 0:18:14Now, from the 7th of November onwards,
0:18:14 > 0:18:16once they eventually got to St Lucia,
0:18:16 > 0:18:19the rest of the honeymoon they had.
0:18:19 > 0:18:24It's just the first four days that was an absolute disaster for them.
0:18:24 > 0:18:26'Natural disaster, more like.'
0:18:26 > 0:18:27Speak to you soon, bye bye.
0:18:27 > 0:18:29Well, she sounded quite nice,
0:18:29 > 0:18:33she had one of those voices were I didn't want to be too firm and rude.
0:18:33 > 0:18:38But I mustn't let that distract me from sorting out this problem.
0:18:38 > 0:18:39'With that ball rolling,
0:18:39 > 0:18:42'who is next on the holiday horror came disaster list?
0:18:42 > 0:18:46'Well, it turns out it isn't always mother nature you should be worrying about,
0:18:46 > 0:18:48'but, sometimes, your fellow man.'
0:18:51 > 0:18:55Carmen and Bob Lowe from Somerset booked a two-week holiday to Egypt
0:18:55 > 0:18:59with Thomson, departing on 26 January 2011.
0:18:59 > 0:19:03They would spend their first week cruising the River Nile,
0:19:03 > 0:19:05stopping off at various historical sites along the way,
0:19:05 > 0:19:10and their second week relaxing at a five-star hotel in Luxor.
0:19:10 > 0:19:18The total package that we bought from Thomson was £1595.
0:19:18 > 0:19:21Unfortunately, just days before they were due to fly out,
0:19:21 > 0:19:24civil unrest erupted in Egypt.
0:19:24 > 0:19:26We heard about the problems about a week before
0:19:26 > 0:19:28we were due to go to Egypt.
0:19:28 > 0:19:30And then two days, I think it was, before we were due,
0:19:30 > 0:19:33we actually went in to the travel agent
0:19:33 > 0:19:34and asked was safe enough to go.
0:19:34 > 0:19:37They said yes, the advice from the Foreign Office was fine,
0:19:37 > 0:19:39there was no problems.
0:19:39 > 0:19:41Everything was going to be OK, so, off we went.
0:19:41 > 0:19:43Just like Jill and Mike,
0:19:43 > 0:19:46Carmen and Bob had heard about the troubles on the horizon,
0:19:46 > 0:19:49but were told that it was safe to travel.
0:19:49 > 0:19:53In the news, you're still picking up unrest, gun shots,
0:19:53 > 0:19:56people getting hurt, riots, that type of thing.
0:19:56 > 0:19:59Their fears were confirmed as soon as they arrived
0:19:59 > 0:20:00at their destination.
0:20:01 > 0:20:04When we arrived on board the boat and they had a meeting,
0:20:04 > 0:20:08and the Thomson rep then explained that because of the situation,
0:20:08 > 0:20:11that we weren't going to be allowed off the boat at all.
0:20:11 > 0:20:15Carmen, Bob, and all the other passengers were held on the boat
0:20:15 > 0:20:16for safety reasons,
0:20:16 > 0:20:20and they quickly realised this would not be the holiday they hoped for.
0:20:20 > 0:20:26I think for the first three days we just stayed moored up at Luxor.
0:20:26 > 0:20:29When we did actually start the cruising,
0:20:29 > 0:20:34and we arrived at Edfu everybody was cleared off of the top deck
0:20:34 > 0:20:36to the lower decks, because there was gunfire,
0:20:36 > 0:20:41people were seen running around the streets with guns in their hands, shooting.
0:20:41 > 0:20:43A few days into their holiday,
0:20:43 > 0:20:46the UK Foreign Office advice was changed,
0:20:46 > 0:20:49stating it was unsafe for Brits to travel to Egypt.
0:20:49 > 0:20:54We found out the day before our seven-day cruise finished
0:20:54 > 0:20:57that we were being repatriated home.
0:20:57 > 0:20:59A whole week before they were due.
0:20:59 > 0:21:03They'd failed to give us a weeks holiday that we expected anyway,
0:21:03 > 0:21:09and then just cancel right at the last minute, um, I was angry.
0:21:09 > 0:21:12Angry and very disappointed, but more angry.
0:21:12 > 0:21:16On their return, Bob and Carmen duly wrote to Thomson to complain,
0:21:16 > 0:21:20and after two weeks were offered £277
0:21:20 > 0:21:23as reimbursement for their lost week of accommodation.
0:21:23 > 0:21:26The Thomson offer they made to us was very poor,
0:21:26 > 0:21:29and that, to me, is not a holiday,
0:21:29 > 0:21:33that's not a seven-day holiday in a five-star hotel.
0:21:33 > 0:21:36Bob and Carmen suffered a disrupted first week,
0:21:36 > 0:21:39a non-existent second week, and poor customer service,
0:21:39 > 0:21:42with Thomson saying the unrest was out of their control.
0:21:44 > 0:21:47And once again, the situation could have been prevented
0:21:47 > 0:21:50if the agent had used their own initiative,
0:21:50 > 0:21:52and not relied on Foreign Office advice.
0:21:54 > 0:21:59A £277 refund adds insult to injury, as far as I'm concerned.
0:21:59 > 0:22:01Time to get on the blower again, I think.
0:22:02 > 0:22:05It's Dominic Littlewood calling from the BBC here,
0:22:05 > 0:22:08just put you briefly in the picture there,
0:22:08 > 0:22:10they had a cruise, and it was a Nile cruise,
0:22:10 > 0:22:15it was basically, by the sounds of it, it is a disaster.
0:22:15 > 0:22:17'I've now been referred to someone higher up the chain,
0:22:17 > 0:22:21'my aim is to get Carmen and Bob's accommodation refund increased.'
0:22:21 > 0:22:26So, are you telling me that hotel, for a week's booking, is only £277?
0:22:26 > 0:22:29'I've done my own research,
0:22:29 > 0:22:32'and their pricing seems to be way off the mark.'
0:22:32 > 0:22:37The cheapest room at the moment, for that time of year, is £575.35.
0:22:37 > 0:22:39Not 277.
0:22:39 > 0:22:42'I'm told that Thomson's pricing is complex,
0:22:42 > 0:22:44'and they based the refund
0:22:44 > 0:22:46'on the rates they've been charged for the hotel,
0:22:46 > 0:22:50'not what the customer would pay, which doesn't seem fair to me.'
0:22:50 > 0:22:55So, what you're saying is, if you only paid £277 for that hotel,
0:22:55 > 0:22:58you return them exactly what it's cost you,
0:22:58 > 0:23:00you still kept your end of the profit on that,
0:23:00 > 0:23:02which sounds, to me, a bit odd.
0:23:02 > 0:23:04'The PR manager tells me
0:23:04 > 0:23:06'that the Lowe's holiday was riddled with disaster
0:23:06 > 0:23:11'because of the, "extenuating circumstances."
0:23:11 > 0:23:14'In other words, we're back to a situation out of the agents control.
0:23:14 > 0:23:16'Now, there's a surprise.'
0:23:16 > 0:23:19If it's something we can resolve very quickly,
0:23:19 > 0:23:20and there's no issues, then, fine,
0:23:20 > 0:23:24we'll just make sure that they're happy, you're happy, we're happy.
0:23:24 > 0:23:25Bye bye.
0:23:27 > 0:23:29She said to me, quite fairly, she goes, what are your questions,
0:23:29 > 0:23:32what do you want to know, let me know, and I'll try to answer them.
0:23:32 > 0:23:34And I said, well, actually,
0:23:34 > 0:23:36that all depends on how you are going to react to this.
0:23:36 > 0:23:39So, let's see what her response is,
0:23:39 > 0:23:41which will probably come in tomorrow.
0:23:46 > 0:23:48Now, in every case I'm working on,
0:23:48 > 0:23:50travel companies have cited the Foreign Office
0:23:50 > 0:23:53as an important player in deciding their legal obligation
0:23:53 > 0:23:55to their customers.
0:23:55 > 0:23:58But what makes a place too dangerous to travel to?
0:23:58 > 0:24:01And what's the relationship between the Foreign Office
0:24:01 > 0:24:02and the travel companies?
0:24:04 > 0:24:09We set up an interview with a representative from the Foreign Office to try and get answers.
0:24:09 > 0:24:12First of all, I'm interested in why this government department
0:24:12 > 0:24:14advises on our holidays.
0:24:14 > 0:24:15The Foreign Office gives out travel advice
0:24:15 > 0:24:18because we want to make sure that British nationals,
0:24:18 > 0:24:20when they're travelling, have a trouble-free trip,
0:24:20 > 0:24:22if we can help them do that.
0:24:22 > 0:24:26So, we try to give out advice that's accurate and well considered,
0:24:26 > 0:24:27and covers all the key topics
0:24:27 > 0:24:31that can help them make sure they have a trouble-free trip.
0:24:31 > 0:24:34Customers can see on the news that trouble is happening abroad,
0:24:34 > 0:24:37so, where do the Foreign Office get their information from?
0:24:37 > 0:24:40When we want to look at what's happening overseas,
0:24:40 > 0:24:42we've got a wide network of our own staff
0:24:42 > 0:24:45who monitor what's happening in each individual country.
0:24:45 > 0:24:48We have, actually, over two thirds of our staff locally engaged,
0:24:48 > 0:24:51which means they're recruited from the country they're working in,
0:24:51 > 0:24:54they really know what's happening in that country,
0:24:54 > 0:24:56and they know all the local connections.
0:24:56 > 0:25:01So, when they do issue advice, is it for holidaymakers, or travel agents?
0:25:01 > 0:25:04We know that the travel industry and the insurance industry use
0:25:04 > 0:25:07our advice is a bit of a benchmark to help them make their own decisions,
0:25:07 > 0:25:11so, we do have a regular dialogue with them about travel advice issues,
0:25:11 > 0:25:15and we do, obviously, want to avoid unnecessarily costing them money.
0:25:15 > 0:25:17However, as I said before,
0:25:17 > 0:25:20our primary concern is for the safety of British nationals,
0:25:20 > 0:25:23so, if we are in disagreement with them about a particular decision,
0:25:23 > 0:25:27it will always be the safety issues that come first for us.
0:25:27 > 0:25:31OK, so, the Foreign Office is looking out for us.
0:25:31 > 0:25:34But, also have a duty to look out for the British travel industry,
0:25:34 > 0:25:37as their warnings can cost the sector millions.
0:25:37 > 0:25:40I'm sure travel agents are grateful for this consideration,
0:25:40 > 0:25:44but even when we remove the Foreign Office from the equation,
0:25:44 > 0:25:46most holiday companies are still protected
0:25:46 > 0:25:49by the terms and conditions in their own contracts.
0:25:50 > 0:25:53On close inspection of the booking conditions of Travelsphere,
0:25:53 > 0:25:57Thomas Cook, and Thomson, they all have a get out clause
0:25:57 > 0:25:59related to situations beyond their control.
0:26:01 > 0:26:03Natural disasters and civil disturbances
0:26:03 > 0:26:06are among the long list of occurrences
0:26:06 > 0:26:09that allow them to refuse responsibility for a ruined holiday.
0:26:12 > 0:26:13With this discovery,
0:26:13 > 0:26:17it's time to check in again regarding all three of my cases.
0:26:17 > 0:26:19Travelsphere have e-mailed me back
0:26:19 > 0:26:22regarding Jill and Mike's flood related cancellation,
0:26:22 > 0:26:26saying, "they are disappointed to see an unresolved complaint,"
0:26:26 > 0:26:28"and that they will be back in touch soon."
0:26:28 > 0:26:30Thomas Cook are next on my hit list,
0:26:30 > 0:26:33I want to see if anything has progressed
0:26:33 > 0:26:37regarding Kelly Rose and Lee Gale's hurricane fraught honeymoon in St Lucia.
0:26:37 > 0:26:42Now, obviously, we brought this up last week, is there anything that's happened yet, any news yet?
0:26:42 > 0:26:44When you say customer relations, do you go back to Nick?
0:26:44 > 0:26:46'It feels like I'm being given the run-around.'
0:26:46 > 0:26:48So, basically, every time I speak to you,
0:26:48 > 0:26:51you have to go back to them, but they won't deal with me.
0:26:51 > 0:26:54'They don't have any answers yet,
0:26:54 > 0:26:57'so, I leave Thomas Cook going round the houses
0:26:57 > 0:26:59'to investigate the case and move on to Thomson.
0:26:59 > 0:27:01'Now, since the last time I spoke to them,
0:27:01 > 0:27:05'they sent me an e-mail stating they are willing to increase the offer
0:27:05 > 0:27:08'to Carmen and Bob Lowe from £277
0:27:08 > 0:27:10'to £400, and I'm still not impressed.
0:27:12 > 0:27:14I've got to be honest, I wasn't expecting that,
0:27:14 > 0:27:18I thought you were going to say something along the lines of you were going to refund them fully.
0:27:18 > 0:27:22The week they had on their cruise ship had huge amounts of disruption,
0:27:22 > 0:27:26and gunshots fired, etc etc, the second week they didn't get.
0:27:26 > 0:27:29How can you offer only 25 percent?
0:27:29 > 0:27:33I'm astounded that they think £400 is fair and acceptable.
0:27:33 > 0:27:37I've got to be honest, if that was your parents, would you be happy?
0:27:37 > 0:27:38If that was your mum and dad,
0:27:38 > 0:27:41and that's what the travel agents offered, what would you say?
0:27:41 > 0:27:42Be honest with me.
0:27:42 > 0:27:45'I just want Thomson to do the right thing,
0:27:45 > 0:27:48'the way I see it, at least 50 percent of the Lowe's holiday was disrupted,
0:27:48 > 0:27:51'and that could have been prevented.'
0:27:51 > 0:27:54Why didn't you just say to them right, get the airport,
0:27:54 > 0:27:57and we'll take you somewhere else, where there's no civil unrest,
0:27:57 > 0:27:59you know, let's really look after our customers.
0:27:59 > 0:28:02'Once again, I'm fed that same old chestnut,
0:28:02 > 0:28:05'she tells me, "it was beyond their control."'
0:28:05 > 0:28:08Not saying for one second that civil unrest is your problem,
0:28:08 > 0:28:10I know that it's not your fault, and that it's not your issue,
0:28:10 > 0:28:12but looking after your customers is.
0:28:12 > 0:28:15Right, this is what I'd like to suggest to you.
0:28:15 > 0:28:17It would be nice to tie this up in a nice, good, suitable way,
0:28:17 > 0:28:20in which you're happy, we're happy and they're happy.
0:28:20 > 0:28:23Now, £400, I can guarantee, they're not happy and I'm not happy.
0:28:24 > 0:28:27Well, I've got to say, very nice lady to talk to,
0:28:27 > 0:28:31but I thought what she offered wasn't very nice.
0:28:31 > 0:28:34And in a very polite way, I'd like to think that I was polite,
0:28:34 > 0:28:37I told her so, and I said look, chew it over, over the weekend,
0:28:37 > 0:28:42go back to your bosses and tell them, Dom's not happy, he wants more. Best keep my fingers crossed.
0:28:42 > 0:28:44I don't feel that confident.
0:28:50 > 0:28:52Wouldn't we all like to know
0:28:52 > 0:28:55what goes on inside the mind of dodgy traders?
0:28:55 > 0:28:58You know, get a little insight into how they all work.
0:28:58 > 0:29:01Well, step forward today's whistleblower,
0:29:01 > 0:29:04watch this, because it's going to be very interesting.
0:29:09 > 0:29:12Today, we're getting to the root of the problems
0:29:12 > 0:29:15associated with landscape gardening.
0:29:15 > 0:29:19We don't all have green fingers, so, we rely on skilled tradesmen
0:29:19 > 0:29:23to turn our gardens into heavenly havens for us to enjoy.
0:29:23 > 0:29:25But, there are hellish workmen out there,
0:29:25 > 0:29:28who are more likely to cause damage, waste time,
0:29:28 > 0:29:32and disarrange your flowers, and they still expect to be paid.
0:29:38 > 0:29:43I've found an insider who has worked in the landscape gardening industry for nearly 40 years.
0:29:43 > 0:29:49Boy, oh, boy, he is irritated by rogue companies and individuals who set up shop,
0:29:49 > 0:29:52tarnishing the good guys in the game.
0:29:52 > 0:29:54We've protected his identity
0:29:54 > 0:29:56to provide a safe environment for his expose.
0:29:59 > 0:30:03Landscaping by its very nature is quite a significant investment,
0:30:03 > 0:30:06you're building a dream for somebody, you're creating a dream.
0:30:06 > 0:30:08People who act irresponsibly
0:30:08 > 0:30:10and bring the industry into bad repute
0:30:10 > 0:30:13are the scourge of our industry.
0:30:13 > 0:30:16So, how do these dodgy gardeners get away with it?
0:30:16 > 0:30:20It's an unregulated profession, you do not need any license to trade,
0:30:20 > 0:30:24you can get your tools out of your garden shed and call yourself a landscape gardener.
0:30:24 > 0:30:29And our insider has seen evidence of plenty of landscaping horror stories.
0:30:29 > 0:30:33There's bad landscapers who are actually just out to rogue people,
0:30:33 > 0:30:35and rip people off, that is their pure intention.
0:30:35 > 0:30:40And there's other landscapers who believe that they are more capable of technically of something
0:30:40 > 0:30:45that they clearly aren't. If you take block paving as a classic thing,
0:30:45 > 0:30:48it's a fantastic material, on average, a block paved drive and concrete block
0:30:48 > 0:30:50would probably be between £3,000 and £5,000.
0:30:50 > 0:30:54And, you know, most cowboy landscapers would basically skimp on the subverse.
0:30:54 > 0:30:57Use too much sand underneath to pack it out,
0:30:57 > 0:31:00initially, everything is fine, the water goes through,
0:31:00 > 0:31:03six months time it starts to separate, holds water,
0:31:03 > 0:31:07and it's a disaster. So, basically you've got no choice but to strip it completely
0:31:07 > 0:31:11and start again. If we're talking about, kind of, bad practice,
0:31:11 > 0:31:14we've seen walls that have blown over and collapsed onto cars,
0:31:14 > 0:31:17that could have been collapsed onto people or children walking by.
0:31:17 > 0:31:21Worst case scenario is that, you know, it could be life-threatening.
0:31:21 > 0:31:25They are fundamental differences between the good guys and the bad ones.
0:31:25 > 0:31:30I think rogue gardeners who basically rip people off just want a quick fix.
0:31:30 > 0:31:33It's like baking a cake and spending all the time on the icing
0:31:33 > 0:31:35without the preparation.
0:31:35 > 0:31:38And here's my insider's top tips
0:31:38 > 0:31:40to prevent being hung out to dry over your lawn.
0:31:42 > 0:31:46Research the contractor and check their references.
0:31:46 > 0:31:50Spend time to evaluate those people, go to their offices,
0:31:50 > 0:31:52go to physically look at their work.
0:31:52 > 0:31:56Do not assume that the brochure that they show is their work,
0:31:56 > 0:32:00it may have been plagiarised from somebody else.
0:32:00 > 0:32:03Ensure your paying the right price for the job.
0:32:03 > 0:32:05Make sure you get multiple quotations.
0:32:05 > 0:32:07Give small amounts of deposits,
0:32:07 > 0:32:11or agree a payment schedule with the contractor,
0:32:11 > 0:32:15and make sure you hold enough money back at the end until you're happy.
0:32:15 > 0:32:19Get written confirmation of your spoken agreement.
0:32:19 > 0:32:22Make sure that anything verbal is backed up in writing.
0:32:22 > 0:32:24Ask for a specification.
0:32:24 > 0:32:27Ask for a timeline. Ask for how long it's going to be
0:32:27 > 0:32:30and how many people you're going to need on that.
0:32:30 > 0:32:33If you have any problems, communicate in an honest way.
0:32:33 > 0:32:35Go by your instincts.
0:32:35 > 0:32:38If you think things are not quite right from day one,
0:32:38 > 0:32:43then speak about it. Be very open and open dialogue straight away.
0:32:43 > 0:32:45And there you have it.
0:32:45 > 0:32:48An insider's tips to stop you being led up the garden path
0:32:48 > 0:32:51by a landscape gardener.
0:32:51 > 0:32:54Here's hoping now you won't get done.
0:33:00 > 0:33:03I'm tackling three tour operators - Travelsphere,
0:33:03 > 0:33:07Thomson and Thomas Cook, for three sets of holidaymakers
0:33:07 > 0:33:09who have been financially affected
0:33:09 > 0:33:12by natural disasters or civil unrest.
0:33:12 > 0:33:15The tour operators are blaming situations beyond their control
0:33:15 > 0:33:19as the reason they kept hold of the customer's money.
0:33:20 > 0:33:23When it comes to events outside of our control,
0:33:23 > 0:33:25travel companies think they're protected
0:33:25 > 0:33:29by their terms and conditions. Bear in mind that is not the law.
0:33:29 > 0:33:32Their Ts & Cs have been written up by their solicitors
0:33:32 > 0:33:35and put on the back of their contracts.
0:33:35 > 0:33:39If you think they're unfair, you can legally challenge them.
0:33:39 > 0:33:44The moral versus legal argument with holidays is a hefty one.
0:33:44 > 0:33:47So, I think I need some answers from an expert in that industry.
0:33:47 > 0:33:52I've arranged to meet travel lawyer Frank Brehany.
0:33:52 > 0:33:54When disaster strikes, let's talk about initially
0:33:54 > 0:33:57something like civil unrest,
0:33:57 > 0:34:00where does the consumer stand when something like that happens?
0:34:00 > 0:34:04I think the problem is that, for most consumers they face the problems
0:34:04 > 0:34:08that normal booking conditions apply, or the tour operator refers
0:34:08 > 0:34:11to their terms and conditions, which say, "it's not our problem."
0:34:11 > 0:34:14This is a sudden event that we have no control over.
0:34:14 > 0:34:18You shouldn't really just rely on the travel company.
0:34:18 > 0:34:23Before you go to make that booking, go and carry out your own research.
0:34:23 > 0:34:25Find out what's going on in the destination.
0:34:25 > 0:34:28What's the politics like? What's the weather like?
0:34:28 > 0:34:30That's why you go to a travel agents.
0:34:30 > 0:34:33I don't disagree with you. The reason we go to a travel agent
0:34:33 > 0:34:36is they're apparently the people with the skill and expertise.
0:34:36 > 0:34:41Yet, when it comes to the crunch, they hide behind another body.
0:34:41 > 0:34:43And, as I discovered, that body
0:34:43 > 0:34:48is the Foreign and Commonwealth Office - otherwise known as the FCO.
0:34:48 > 0:34:51The big problem here, of course, is the travel companies,
0:34:51 > 0:34:55once they've sent you out there and the FCO hadn't said not to,
0:34:55 > 0:34:58are all falling back on these Ts & Cs
0:34:58 > 0:35:01and the FCO's guidance.
0:35:01 > 0:35:03People aren't getting what they expect.
0:35:03 > 0:35:06They're not getting compensation, holidays changed, destinations.
0:35:06 > 0:35:11They're told, "Still go out there." They're banging their heads against a wall.
0:35:11 > 0:35:14The one, most important trump card that the consumer had,
0:35:14 > 0:35:18whether it was the Egyptian crisis, or floods, or whatever it is,
0:35:18 > 0:35:23is the fact that changes are then made to the holiday contract.
0:35:23 > 0:35:27Significant changes. It's the rights under the package travel regulations
0:35:27 > 0:35:31that the consumer can use as a big flag
0:35:31 > 0:35:33to fly against that particular trump card.
0:35:33 > 0:35:37Clauses in the package travel regulations state
0:35:37 > 0:35:40that if a significant proportion of the services contracted for
0:35:40 > 0:35:43are not provided, the organiser should make
0:35:43 > 0:35:47alternative arrangements at no extra cost to the consumer
0:35:47 > 0:35:50and compensate where necessary.
0:35:50 > 0:35:52While travel companies argue they're protected
0:35:52 > 0:35:56by events being unforeseeable or beyond their control,
0:35:56 > 0:35:58it seems to me that the Egyptian crisis
0:35:58 > 0:36:01and Thailand floods could have been foreseen
0:36:01 > 0:36:05by the travel agents, which would be a pretty strong argument in court.
0:36:05 > 0:36:09But I still have one last burning question for Frank.
0:36:09 > 0:36:13Can you explain the triangle between the Foreign & Commonwealth Office,
0:36:13 > 0:36:16- the travel providers and their insurance companies?- Yeah.
0:36:16 > 0:36:19I think what's going on, Dom, is the Foreign Office
0:36:19 > 0:36:24are trying to balance the promotion of British interests and opportunities
0:36:24 > 0:36:28along with the rights of citizens and the duty of care to citizens.
0:36:28 > 0:36:32Travel companies tend to work with the Foreign Office.
0:36:32 > 0:36:36In times of crisis, they tend to hide behind the Foreign Office.
0:36:36 > 0:36:40I think that's where the problem exists for holidaymakers.
0:36:40 > 0:36:42Insurance companies tend to treat this
0:36:42 > 0:36:45as a bit of an arm's length problem -
0:36:45 > 0:36:47leaving it to both of the other two parties -
0:36:47 > 0:36:50they're not going to get involved in the muddle.
0:36:50 > 0:36:52The issue here really is
0:36:52 > 0:36:55that there should really be more consumer representation,
0:36:55 > 0:37:00I think, in the Foreign Office Travel Advisory Group.
0:37:00 > 0:37:04At the moment, I'm not really sure there is consumer representation
0:37:04 > 0:37:07in how these advisories are put together.
0:37:07 > 0:37:11The Foreign Office only issue warnings in extreme situations.
0:37:11 > 0:37:14As they've told us, consumers are not their only consideration.
0:37:14 > 0:37:18There's also the travel industry to consider as well.
0:37:18 > 0:37:21We do have a regular dialogue with them about travel advice issues.
0:37:21 > 0:37:25We do obviously want to avoid unnecessarily costing them money.
0:37:25 > 0:37:28What's clear is that you'd need to do your own research
0:37:28 > 0:37:32about your destination and not rely on any other party.
0:37:32 > 0:37:37For your own protection, you should know what your rights are before you travel.
0:37:38 > 0:37:41So, after my numerous phone calls and e-mails,
0:37:41 > 0:37:45some outcomes are definitely looking more positive than others.
0:37:45 > 0:37:49There's good news from Travelsphere and also from Thomas Cook,
0:37:49 > 0:37:52who have unexpectedly contacted Kelly Rose and Lee Gale,
0:37:52 > 0:37:56with an offer of £900 as compensation for the disruption
0:37:56 > 0:38:00to their honeymoon in St Lucia and they've accepted the offer.
0:38:00 > 0:38:03This is hitting me like a hurricane.
0:38:03 > 0:38:05Thomas Cook said:
0:38:29 > 0:38:31Next up... Thomson.
0:38:31 > 0:38:34After my persistent phone calls and e-mails asking them
0:38:34 > 0:38:37to up their offer for the Lows' disrupted holiday in Egypt,
0:38:37 > 0:38:42they've come back to me with a refusal - sticking at £400.
0:38:42 > 0:38:47I'm pretty disappointed. Let's see what Bob and Carmen have to say.
0:38:47 > 0:38:49It's still an industry fault,
0:38:49 > 0:38:55whereby the provider of such holidays really have nothing to do.
0:38:55 > 0:39:00It's not their fault. It's outside of our terms and conditions.
0:39:00 > 0:39:02There you go.
0:39:02 > 0:39:06The industry has got to think of it from the paying customer's perspective -
0:39:06 > 0:39:09not only from their own - and look after themselves.
0:39:10 > 0:39:13In their statement to us, Thomson said:
0:39:26 > 0:39:29Well done, Dom, for getting Thomsons to agree
0:39:29 > 0:39:33they would actually increase the compensation.
0:39:33 > 0:39:35Yeah.
0:39:35 > 0:39:39At least that's a little bit closer to the point of what you'd think
0:39:39 > 0:39:42you would have paid for the accommodation.
0:39:43 > 0:39:46Finally, my last result comes from Jill and Mike
0:39:46 > 0:39:48and their troubles with Travelsphere.
0:39:48 > 0:39:50Hello, good to see you again. Yes, come in.
0:39:50 > 0:39:54- I've some really good news for you. - I can't wait.
0:39:54 > 0:39:57The reason I'm here is to find out how we're getting on.
0:39:57 > 0:39:59The circumstances are a bit unusual.
0:39:59 > 0:40:02Normally, I end up contacting customers
0:40:02 > 0:40:04and various different organisations,
0:40:04 > 0:40:07and then starting to speak to the companies concerned -
0:40:07 > 0:40:10e-mailing, phone calling. Often arguing, falling out with them.
0:40:10 > 0:40:14Eventually I try to get a resolution and I come to deliver the good news.
0:40:14 > 0:40:17In your circumstances, it's slightly different.
0:40:17 > 0:40:20Within a couple of days of sending an e-mail to Travelsphere,
0:40:20 > 0:40:23- they contacted you.- That's correct.
0:40:23 > 0:40:27- Now you'll be delivering the news to me.- We are.- Would you like to fire away, Jill?
0:40:27 > 0:40:29Yes, I will read the letter to you.
0:40:29 > 0:40:31"Due to exceptional circumstances,
0:40:31 > 0:40:36"and the cooperation of some of the suppliers of the component parts of your holiday,
0:40:36 > 0:40:38"we are able to make the enclosed refund
0:40:38 > 0:40:42"in the total sum of £2,375.
0:40:42 > 0:40:45"The only deductions have been for those supply costs
0:40:45 > 0:40:48"we have been unable to recover".
0:40:48 > 0:40:52So, in addition to the money already received for optional excursions,
0:40:52 > 0:40:56Jill and Mike have got almost 90% of their money back.
0:40:56 > 0:40:58After the letters you've been sending, Mike,
0:40:58 > 0:41:01the phone calls you've both been making,
0:41:01 > 0:41:04and all the problems you've had about missing your holiday,
0:41:04 > 0:41:07how did you feel when you came home and that was on the doormat?
0:41:07 > 0:41:09I opened the letter and the cheque fell out.
0:41:09 > 0:41:12- I called Jill immediately. - I couldn't believe it.
0:41:12 > 0:41:16I had to read the letter twice to understand it. It's incredible.
0:41:16 > 0:41:19Something we have got to agree with in that statement
0:41:19 > 0:41:21is the uniqueness of this problem.
0:41:21 > 0:41:23It is something out of everybody's hands.
0:41:23 > 0:41:26You had this huge flooding and no-one was to blame for that.
0:41:26 > 0:41:29How did you feel about...?
0:41:29 > 0:41:31Let's talk about the terms and conditions,
0:41:31 > 0:41:34when you looked at those in circumstances like this?
0:41:34 > 0:41:36Obviously I did check them
0:41:36 > 0:41:39but it's an eight page booklet they sent me of terms and conditions.
0:41:39 > 0:41:41All my communications from then on,
0:41:41 > 0:41:46I said that I accepted they'd stayed within their terms and conditions,
0:41:46 > 0:41:50but I made the point that these were exceptional circumstances
0:41:50 > 0:41:54and we knew, as was mentioned in the letter,
0:41:54 > 0:41:57that they could get some of the money back.
0:41:57 > 0:41:59Travelsphere told us:
0:42:10 > 0:42:13I've got to say, sorting that problem out
0:42:13 > 0:42:15really came as a bit of a surprise to me
0:42:15 > 0:42:17because of the speed at which it resolved.
0:42:17 > 0:42:20It does show you that sometimes all you need is tenacity
0:42:20 > 0:42:24and, sooner or later, that final push sorts things out.
0:42:24 > 0:42:27Perfect! Right, coffee shop.
0:42:27 > 0:42:29So, when it comes to natural disasters
0:42:29 > 0:42:32and other situations out of anyone's control,
0:42:32 > 0:42:36travel companies are often covered by their terms and conditions.
0:42:36 > 0:42:39Ultimately, I think the travel industry should stop hiding behind
0:42:39 > 0:42:43other bodies and their own contracts and use their common sense.
0:42:43 > 0:42:47All food for thought, next time you plan your dream holiday
0:42:47 > 0:42:51to prevent it becoming a nightmare.
0:42:51 > 0:42:54I just want to say to Dom, thank you so very much.
0:42:54 > 0:42:57We never expect such a great result and so quickly
0:42:57 > 0:42:59after him sort of contacting Travelsphere.
0:42:59 > 0:43:03- Yes.- We're very pleased. - We're very pleased indeed.
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