High Street/ID Theft Don't Get Done in the Sun


High Street/ID Theft

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We save up all year for our two weeks in the sun.

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But, like anything, holidays can go badly wrong.

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No-one wants their holiday ruined by substandard accommodation,

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poor customer service or hidden small print.

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Completely mis-sold and no support and no contact.

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And nor do we want to fall victim to any of the scams, tricks and cons

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that are waiting to catch unsuspecting tourists.

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They know exactly who they can approach and who they can't approach

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and if you look vulnerable, then they'll keep pushing it.

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But if you know what to look out for,

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you can avoid these holiday nightmares.

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-So we're here to make sure you...

-..don't get done in the sun.

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Coming up on today's show, holidaymakers who wish

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they hadn't put their trust in their high street travel agents.

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I said, "No. I will pay no more money."

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I'll be hitting the streets of Spain, finding

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out about the last things you think will get stolen on your holidays.

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Well, don't you know all your bank details?

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Gosh, you know all his details as well?

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There's a holiday out there for everyone,

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so whether you want to spend your two weeks

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immersing yourself in culture,

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sampling the local specialities,

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or discovering secluded beaches,

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you can tailor-make your holiday to suit you.

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And, when booking a holiday, we've never had so many choices

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and options.

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The Internet, especially,

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has opened up independent travel to exotic locations like never before.

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But as more and more of us book our vacations online,

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the high street travel agent has suffered.

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There are still some of us, though,

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who want that good old-fashioned face-to-face contact and expertise

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to know your holiday will go as planned.

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I went to Co-op Travel in the village.

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And the reason I went there was

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because I booked the last holiday through them,

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and they knew all the details of what I wanted.

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Meet Tony Baker and his sister-in-law, Sue, from Liverpool.

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In 2011, Tony, his wife Jan, daughter Katie, and Sue

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spent a wonderful ten days in Nice in France.

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In fact, they loved it so much,

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they decided to do it again the following year.

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I wanted the Kyriad hotel, which we had the previous year.

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He booked in the same local travel agent he'd used last time,

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the Co-operative Travel in Formby,

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giving them all the details of what he wanted.

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The agent was happy to oblige.

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Tony paid the £3,686

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and, as he expected, everything ran smoothly.

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When I got all the papers through, all the details,

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I just saw the flights, the times from Liverpool,

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Kyriad Hotel, and next to it, it said, "Nice".

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So, to me, that was enough.

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All the family had to do now was hold their breaths

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until they could enjoy the treat.

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And, come September 2012,

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they finally arrived in their favourite hotel,

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the Kyriad in Nice.

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Walked in, said we were booked in.

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And the concierge says, "No, you're not. We're fully booked."

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We were absolutely dumbfounded and we said, "Well, you know,

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"we must be booked in here! There must be a hitch with the paperwork."

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It was devastating news.

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But the hotel suggested they may be booked into another hotel

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that used to belong to the Kyriad chain.

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So they jumped into a taxi.

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Get there, we weren't booked in that hotel.

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But good enough,

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the lady at the desk had the sense to look on the computer.

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She found the Kyriad hotel that we should be in.

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She phoned them up to confirm it, and it was in Aix-en-Provence.

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Aix-en-Provence, a different city over 90 miles away.

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And, in Nice, all the other hotels were fully booked.

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Desperately needing a bed for the night,

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the family reluctantly paid for and took the two train journeys

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needed to travel the near 100 miles to their hotel.

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Well, I thought, "Somebody's made a bad mistake.

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"And I know it's not me,

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"cos I asked for the same holiday from the previous year."

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So what had gone wrong?

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Tony, understandably, got straight on the phone to the Co-op helpline

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but was told nothing could be done until after the weekend.

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On Tuesday, Tony was told he could be moved back to Nice,

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but he'd have to pay for the holiday again, another £3,500.

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So I said, "No, I will pay no more money."

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They seemed to be trying to fob me off to say it wasn't their fault,

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I had actually booked in Provence.

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But things were finally looking up.

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After four nights in the wrong hotel and the wrong city,

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the Co-operative Travel told the family they'd found them

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a hotel in Nice that they wouldn't have to pay for again.

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Fantastic, right?

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The hotel we ended up in was, um...

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at the airport.

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It was at least three miles away.

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There was nowhere around, no restaurants.

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No bars. We were waving to the pilots taking off at the end of the runway.

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-We were that close.

-Yeah. It was totally unsuitable.

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Back in the UK, after their 14-day let-down,

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Tony went back to the travel agent with compensation on his mind.

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But he was in for a shock.

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The Co-operative Travel told him

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the hotel booking wasn't their responsibility

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but a tour operator called flexibletrips.com,

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which is a trading name of Thomas Cook Retail Ltd,

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and, like the Co-operative Travel, they're also ABTA bonded.

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I was surprised to hear of a third party because, automatically,

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if I go into a travel agent's and book a holiday with them,

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I would expect them to sort everything out.

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Never heard of Flexibletrips.

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But he was about to hear a lot more.

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Over the following months, the Co-operative Travel

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and flexibletrips.com seemed to be blaming each other

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for booking the wrong hotel.

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It looked like neither company wanted to pick up the tab.

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Flexibletrips did offer Tony vouchers for a discount

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on a future holiday or his 300-euro train fares to be refunded.

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He rejected both.

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So who exactly is to blame for this still dragging on?

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How does this kind of thing happen?

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It shows the way the industry has developed over the years.

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So you have lots of different companies,

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some which are officially aligned to others, like Flexibletrips is owned

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by somebody else, and it may have been booked by a particular agent.

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So invariably, when things go wrong, it's difficult, initially,

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to determine exactly whose fault it is.

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Fair enough, but both companies are members of

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the Association of British Travel Agents, or ABTA for short.

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And this means they have to stick to their code of conduct and...

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Tony's dispute has lasted nearly six months with no resolve.

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I put this directly to ABTA.

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How do you feel, though, about the fact that two ABTA members have this

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unseemly squabble about a consumer who clearly deserves compensation?

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I think you can very clearly see that if a mistake has been made,

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it's kind of human nature to say, "Well, actually, it wasn't us,"

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particularly if it isn't necessarily very clear at the time

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who made that mistake.

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In this case, though,

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are you satisfied that your code of conduct was adhered to here?

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Clearly, there was a dispute between the two ABTA members involved

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about, you know, who made the error in the first place.

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There's nothing in the ABTA code of conduct that says

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"If it's not very clear who is at fault

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"that somebody must straight away take responsibility for this."

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But I think the point is, at the end of this,

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if it wasn't very clear straight away who was responsible,

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inevitably, there was going to be a period of negotiation.

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Yes, but a period of negotiation shouldn't take nearly half a year

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with the consumer stuck in the middle

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while the big boys squabble.

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What's the point in a code of conduct that's seemingly being

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ignored yet undermines everything travel agents should be about?

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I mean, the whole idea of us having this super-duper holiday

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booked through a travel agent's

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was in order for everything to run smoothly.

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Later on, we'll find out

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if one of the companies will put this case to bed for Tony,

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and that, unfortunately, he isn't the only person having trouble

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with their high street travel agent.

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Things to keep safe on my holiday.

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Wallet, of course. Camera, check.

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Phone, yup.

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Name? Phone number?

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Driver's licence details?

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They'd be no use to anyone!

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Or would they?

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Unfortunately, yes.

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Identity theft whilst we're on our holidays is a growing problem

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with a cost to our economy rising to over £80 million a year.

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So are we easy targets abroad?

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I think it's very easy,

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and particularly in environments like this, where people aren't

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as much on their guard as they would be if they were back home in the UK.

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For the overseas criminal, though,

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personal information like names, addresses, dates of birth

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can be used to obtain anything from credit cards

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to mobile phone contracts in their victim's name.

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So are these holidaying Brits aware of the dangers?

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To find out, I've come up with an experiment.

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I'm posing as a representative from

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the EU Fraud and Scam Prevention Authority

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or, to my friends, the FSPA.

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We are a pan-European initiative to protect consumers against fraud.

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Now, I have my official logo,

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my lanyard,

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and I've also got some forms here for your personal details.

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Fill them in and I'll be on my way.

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Obviously, the FSPA is not real, but these guys don't know that.

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How likely are they to give me their personal details?

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There's a new thing starting up, FSPA.

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We're based in London

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and it's a central database that protects people.

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All you're required to do is put your details down,

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you then get registered in a central database,

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it's all completely confidential.

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There is a bit of personal information,

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but there is just things on you,

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then you can constantly be called saying, "Is this you?"

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Someone will call you back, and go, "Are you trying to buy that car?

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"Are you trying to get that loan?"

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But even with an official-looking costume and clipboard,

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this lady is too street savvy. All I got there was the basics.

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Name, address and it's time to come clean, let them know what I'm up to.

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Oh, Stephanie, one more thing. Sorry! I know, I did lie.

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You know what, I didn't put my full postcode or my right mobile.

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What you did do was brilliant

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because you didn't give us any of your really serious...

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-I didn't give you my postcode.

-You didn't give your postcode.

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You haven't given us your next of kin's address,

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you haven't given us your passport number.

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-I did all right.

-You did all right!

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Let's see if the next person is as clued up.

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We have all your details on a database,

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it's to protect people so people aren't scammed.

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I think the only problem is

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because of the information you're asking for,

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it's all the information you don't want to give out altogether.

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She's one streetwise lady and having none of it,

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despite my best efforts.

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As you go through the questions you think,

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"I'm not going to hand over my passport number,

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"my national insurance number,

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"all of the things you need

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"in order to obviously steal someone's identity, basically."

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It kind of went against what she was asking.

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Good on you. But I'm rehearsed now

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and I think my sales pitch is perfected.

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We're trying to protect you.

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It doesn't cost anything, it's a database,

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it stores your information.

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-Would you be interested in filling it out to get on?

-Yeah, that's fine, I'll do that.

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You've got your address, your phone number, e-mail.

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But on page two of my form

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is the really crucial information criminals need.

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You know all your bank details.

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Gosh, you know all his details as well!

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With a good enough cover story,

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I've just been given not only both people's bank details

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but their whole identities as well.

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These details could be used to take out loans, credit cards,

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open new bank accounts or clear out existing ones,

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and all in the victim's name.

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Time to break the news.

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-Stacey and Sean.

-No.

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OK, you have done the wrong thing.

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-Everything I said to you is true.

-Yeah.

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About people coming out and their identities being stolen.

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More and more in peak season,

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people grab you and they'll have a chat with you

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and will take your details.

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Now, don't. I have got a lanyard, I have got T-shirt.

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Just because I've made myself look professional,

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do not think that they are honest.

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So you need to be as aware as you would be at home.

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Our victim is understandably a little put out that I duped her,

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but is happy to know that she's helping people see how easy it is.

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Now all the details I've gathered today have been securely destroyed

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so no-one can abuse them.

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The rain has called time on my scamming, but whilst I was out there

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chatting to people, everyone was really worried about identity theft.

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Some so worried they were willing to give their personal details

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to me, a complete stranger.

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But some were a little bit more savvy, they've been burnt before

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and wanted to keep their personal details safe.

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But it does go to show,

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you can easily become a victim of identity theft.

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So keep your details safe, especially on holiday.

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Although many of us now book our holidays ourselves,

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a good travel agent is still worth their weight in gold,

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especially if you have very specific requirements.

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But the personal service doesn't always deliver.

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As we've already seen.

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People put their precious two weeks in the sun at the hands

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of the travel agents because they want expertise, knowledge,

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but, above all, they want protection should the worst happen.

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And if you want a package holiday,

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the high street is the place to head to.

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It's a local travel agent.

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My daughter is a bit old-fashioned like that,

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she says you should keep the high street going.

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Meet Michael Fresco, from Essex.

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A retired grandfather with a passion for keeping fit

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and foreign holidays.

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In July 2012, he wanted to treat his daughter, Nicole,

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and her two children to a week away in the sun.

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Holidays with the kids are more important because they're fun.

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They're going to grow up and disappear.

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But they'll always remember their holidays with their grandfather.

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When it came to booking the holiday, the family wanted a package deal.

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So daughter Nicole pointed her father in the direction

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of their local high street travel agent,

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a small company called Felton Travel Limited.

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Not to be confused with any similar sounding companies.

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He knew about flights, hotels,

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he knew what you were looking for and what you wanted.

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He was a very experienced travel agent.

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Michael decided on a week in Majorca.

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He committed to flights, accommodation, a hire car

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and a meet and greet service for a total of £4,533.

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Felton Travel booked his package with tour operator Thomson Holidays.

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So, should anything go wrong, Thomson would sort it out.

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It was a hooray for the high street and the family couldn't wait.

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We were heading to the airport and singing,

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"We're all going on a summer holiday."

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We got to Gatwick at 4am and checked in.

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It was then we were told the tickets were not valid,

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they are not a Thomson ticket.

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They tried to sort it out but they said, "These are not valid

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"tickets whatsoever, I don't know where you've got them from."

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Not valid - how can that happen? And it's 4am!

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The Thomson reps tried their hardest to help Michael travel that day.

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But, after exploring every avenue to get a last-minute holiday sorted,

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in the end it proved hopeless.

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Michael's situation was extremely rare and extremely upsetting,

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especially for his grandchildren.

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When they realised they weren't going on holiday, they were very upset.

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Fortunately they were very tired as well,

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so when we got the car back they fell asleep in the car on the way home,

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which was probably the best thing for them.

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It was a massive letdown for everyone.

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As it turned out, Thomson hadn't even been paid by Felton Travel

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for any part of Michael's holiday.

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In fact, they had no record of his booking,

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meaning he had no contract with Thomson.

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Meaning they held zero responsibility.

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After getting back to Essex and dropping the children off,

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there was only one thing on Michael's mind.

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I drove straight round to Felton Travel, where I noticed on the door

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it had a sign saying basically,

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"We're sorry but we've gone out of business."

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Michael was furious and over the following days he discovered

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from other disgruntled customers the business was in insolvency.

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But Felton travel were ABTA bonded,

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something we're told offers protection.

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So when you book a holiday that is through

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an ABTA-affiliated company, what does it mean for the consumer,

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what are you being offered there?

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I think the most important thing is

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when you are booking with an ABTA member is you can be reassured

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they will provide you with high standards of service,

0:17:210:17:24

high levels of care. And one of the reasons they do that

0:17:240:17:27

if we have a very strict code of conduct which they have to abide by.

0:17:270:17:30

And if things do go wrong

0:17:300:17:31

we have a low-cost arbitration scheme that people can use,

0:17:310:17:35

which is faster and cheaper than going to the Small Claims Court.

0:17:350:17:38

What do ABTA members have to do each year to keep being members?

0:17:380:17:42

We will do checks on our members' accounts,

0:17:420:17:44

to ensure they are clearly financially solvent.

0:17:440:17:47

They also, in many cases, have to provide financial protection

0:17:470:17:51

for their customers and we will keep a close eye on that as well.

0:17:510:17:54

ABTA don't seem to have been keeping a close eye

0:17:540:17:57

on Felton Travel's accounts.

0:17:570:17:59

And codes of conduct and level of care are all well and good,

0:17:590:18:02

but what about facilitating customers getting their money back?

0:18:020:18:06

ABTA is a very useful badge.

0:18:060:18:09

It means the travel agency has fulfilled the requirements

0:18:090:18:12

of the main travel trade association, and that is a good thing.

0:18:120:18:17

However, it's no longer the absolute guarantor of last resort

0:18:170:18:21

that whatever happens, if it's an ABTA travel agent,

0:18:210:18:25

you will get all your money back.

0:18:250:18:28

We spoke to ABTA about this and they assured us,

0:18:280:18:31

if you book a package holiday with an ABTA-bonded travel agent

0:18:310:18:34

and they go bust, your holiday would be honoured by the tour operator.

0:18:340:18:38

But if the tour operator goes bust...

0:18:380:18:41

But, in Michael's case, no booking was actually made

0:18:460:18:49

with tour operator Thomson, so according to ABTA

0:18:490:18:52

he was left with one option to get his money back.

0:18:520:18:55

What's a traveller's best friend?

0:19:010:19:03

Well, after a passport, it's probably a credit card.

0:19:030:19:07

Not just because it enables you to buy flights and holidays

0:19:070:19:11

and not pay for them for weeks afterwards,

0:19:110:19:13

but because it confers protection under the Consumer Credit Act.

0:19:130:19:17

And this was exactly what the disgruntled customers

0:19:170:19:21

who'd lost out to Felton Travel were told to use.

0:19:210:19:25

Obviously I contacted my credit card company immediately

0:19:250:19:29

and they paid out. It wasn't a problem.

0:19:290:19:32

So the only loss was the petrol to and from Gatwick

0:19:340:19:39

and the loss of the holiday.

0:19:390:19:41

But for customers who'd paid cash to Felton Travel

0:19:410:19:44

and had received no holiday, they were left with nowhere to turn.

0:19:440:19:48

Michael is philosophical about his experiences.

0:19:480:19:52

If it happened again, you'd think twice about doing it.

0:19:520:19:57

Coming up, with ABTA membership

0:19:590:20:01

unable to provide any protection in this case,

0:20:010:20:04

I'll be asking them what the ABTA brand really means to consumers.

0:20:040:20:08

I've been looking into the crimes we least suspect on our holidays,

0:20:130:20:16

like identity theft.

0:20:160:20:18

But another thing we can take for granted

0:20:180:20:21

is the security of our plush hotel.

0:20:210:20:23

So I've come to meet a security expert.

0:20:240:20:27

David Thomas has worked for both the Hong Kong police and Interpol.

0:20:270:20:31

He has a fascinating insight into the world of hotels

0:20:310:20:34

and the crime that can come with them.

0:20:340:20:37

When you're looking at your holidays,

0:20:370:20:39

is it going to be safer to stay in a one-star or a five-star?

0:20:390:20:43

It's nothing to do with the star rating. That is for sure.

0:20:430:20:47

You would assume that all five-stars

0:20:470:20:50

would have much higher security than, say, a budget hotel.

0:20:500:20:54

Yes, you can generalise to some extent and say that would

0:20:540:20:57

normally be the case, but that's not ALWAYS the case.

0:20:570:21:00

As David's next shocking story highlights,

0:21:000:21:03

the criminals target one of the key things we think are secure.

0:21:030:21:06

There was a very interesting example of the problem with key cards,

0:21:060:21:10

which surfaced in the USA.

0:21:100:21:13

A laptop had gone missing from a hotel room.

0:21:130:21:16

This was a five-star hotel.

0:21:160:21:18

There was no indication at all that that room had been opened

0:21:180:21:23

using the key card, and the rest of the room was totally secure.

0:21:230:21:27

So there was an investigation into this

0:21:270:21:29

and, a few days later, somebody was arrested with that particular laptop.

0:21:290:21:33

What they found is that this person, using a home-made hacking device,

0:21:330:21:39

had actually managed to hack into the room lock.

0:21:390:21:42

And what they'd done, this device had fitted into the slot.

0:21:420:21:46

It wasn't just that particular door,

0:21:460:21:48

it was a whole string of rooms in this particular hotel.

0:21:480:21:51

It turned out that the company that has supplied the locks,

0:21:510:21:55

that the software which they had used was particularly vulnerable.

0:21:550:22:00

And this amounted to over 4 million hotel room locks worldwide.

0:22:000:22:05

My goodness!

0:22:050:22:07

And now the company concerned

0:22:070:22:08

obviously had to take action in this respect.

0:22:080:22:11

A lot of the locks have been reprogrammed or replaced.

0:22:110:22:15

That's a lot of locks!

0:22:150:22:16

What kind of information is on the hotel key cards?

0:22:160:22:20

Well, the information on hotel room key cards these days

0:22:200:22:24

is basically an encrypted serial number.

0:22:240:22:28

And that includes the access code, the room number

0:22:280:22:32

and the duration of when you're going to be there.

0:22:320:22:35

No personal information is stored on that card.

0:22:350:22:38

Secondly, those cards are very difficult to read.

0:22:380:22:42

What happened in the USA shouldn't happen again,

0:22:420:22:44

but criminals also update their technology.

0:22:440:22:48

It's best to take very good care of these cards

0:22:480:22:50

because, if they get stolen, any criminal can go to the hotel

0:22:500:22:54

and try and get access to your room.

0:22:540:22:57

But that's not the only trick crafty crims have up their sleeves.

0:22:570:23:01

I think one thing to be aware of also is when you check into a hotel room,

0:23:010:23:05

if you receive a phone call maybe a few minutes later

0:23:050:23:08

purporting to come from the reception desk saying,

0:23:080:23:11

"Oh, when you checked in, we didn't take your credit card number down properly,"

0:23:110:23:15

or something like that,

0:23:150:23:17

be very, very aware because it may not be the reception desk.

0:23:170:23:20

It could be somebody else.

0:23:200:23:22

Plus, if you get a phone call saying,

0:23:220:23:24

"Oh, we're sending somebody up to attend to your room."

0:23:240:23:28

It's always best to phone back the reception desk and say,

0:23:280:23:32

"Have you just phoned us? Is there somebody coming up to my room?"

0:23:320:23:36

And don't give out that information, particularly regarding credit cards.

0:23:360:23:39

It could be anybody.

0:23:390:23:41

Sound advice,

0:23:410:23:42

but David is keen to stress a little common sense can go a long way.

0:23:420:23:47

I always say, to get the maximum enjoyment from your holiday,

0:23:470:23:50

you should also include a little bit of attention

0:23:500:23:53

to your safety aspects as well.

0:23:530:23:55

Then you can really sure that you reduce the risk

0:23:550:23:57

of becoming a victim of crime and you really enjoy yourself,

0:23:570:24:00

and that's what it's all about.

0:24:000:24:02

I couldn't agree more.

0:24:020:24:03

Most of us put a lot of time into planning our holidays

0:24:070:24:10

and with good reason, because the last thing anyone wants

0:24:100:24:14

is for something to go wrong and ruin our two weeks in the sun.

0:24:140:24:18

That's why a lot of us still put weight in the face-to-face contact

0:24:180:24:22

and experience of the high street travel agent.

0:24:220:24:25

But in this internet world, we can all be our own travel agent,

0:24:250:24:29

as we have access to the same flights and hotels as they do.

0:24:290:24:32

But is it the same?

0:24:320:24:34

Online travel guru Kevin May is just the man to tell us.

0:24:340:24:38

There are many people who still think that the safest way

0:24:380:24:42

to book a holiday is to go to a travel agent.

0:24:420:24:44

And they think perhaps the internet is best avoided.

0:24:440:24:47

I think that's a misconception

0:24:470:24:49

because take, for example, an organisation like Expedia,

0:24:490:24:53

which is one of the biggest online travel agencies on the planet.

0:24:530:24:56

The way it sells its holidays, or its hotel rooms,

0:24:560:25:01

means it is protected in exactly the same way as if I walked into

0:25:010:25:05

a high street travel agent that says it is a member of ABTA.

0:25:050:25:10

And its holidays are protected by ATOL.

0:25:100:25:11

There's no difference at all, it's just the channel

0:25:110:25:14

in which you parted with the money that is different.

0:25:140:25:16

If they're selling a package holiday, you are protected.

0:25:160:25:19

But holidaymaker Tony Baker was left stuck in the middle

0:25:200:25:24

of a squabble between two ABTA-bonded companies

0:25:240:25:27

who wouldn't agree who'd booked him into the wrong hotel.

0:25:270:25:31

People like Tony are reassured to see the ABTA logo

0:25:310:25:34

when they book a holiday because they believe it will protect them

0:25:340:25:38

if things go wrong.

0:25:380:25:40

But surely his experience suggests that consumers

0:25:400:25:44

shouldn't necessarily be reassured by that logo.

0:25:440:25:46

I'm not going to pretend that ABTA members never make mistakes.

0:25:460:25:50

They are human beings, of course they make mistakes.

0:25:500:25:53

But the point is, the reason we have a code of conduct

0:25:530:25:55

is to minimise the possibility of things going wrong.

0:25:550:25:58

But when it does,

0:25:580:26:00

then it's very important that it is resolved satisfactorily.

0:26:000:26:04

Sometimes it may take a little bit longer, depending on the problem,

0:26:040:26:07

but, in the end, the customer should get redress.

0:26:070:26:09

Talking of redress, Tony Baker's battle with the Co-operative Travel

0:26:110:26:16

and flexibletrips.com has raged for the last six months.

0:26:160:26:20

So we wrote to both companies and asked them

0:26:210:26:23

to finally work out who was at fault for booking

0:26:230:26:26

the Bakers into a hotel in Aix-en-Provence

0:26:260:26:30

when they asked for Nice.

0:26:300:26:32

The family spent four days of their two-week trip in the wrong city

0:26:320:26:36

and then the last ten days staying at a hotel next to Nice airport.

0:26:360:26:41

Interestingly, it is Thomas Cook, who own flexibletrips.com,

0:26:410:26:46

who have written to Tony.

0:26:460:26:47

The letter we've been waiting for.

0:26:470:26:50

"Please finding closed our cheque for the value of £1,955.

0:26:510:26:58

"This payment represents a refund of accommodation.

0:26:580:27:02

"I am also refunding train and taxi costs.

0:27:020:27:07

"These equal £300." Very good.

0:27:070:27:13

-More than I expected.

-I can't believe it!

0:27:130:27:16

What a result!

0:27:160:27:17

It may have taken nearly half a year but, finally,

0:27:170:27:20

flexibletrips.com has admitted that it was their error.

0:27:200:27:24

The Co-operative Travel wasn't responsible for the original

0:27:240:27:27

mistake, but the travel agents' actions were far from perfect.

0:27:270:27:31

I think, at the beginning,

0:27:310:27:32

if they'd had somebody from customer relations speaking to me

0:27:320:27:37

instead of having to go through third parties all the time,

0:27:370:27:41

life would have been much easier for everyone.

0:27:410:27:43

With the battle over, the Bakers can finally move on.

0:27:430:27:47

'Sit back and relax now'

0:27:470:27:49

and think about another holiday to get over the last one!

0:27:490:27:52

THEY LAUGH

0:27:520:27:54

That's all for today but remember,

0:27:540:27:57

whether online or on the high street, find out exactly

0:27:570:28:00

the type of holiday you're booking and who you or contract is with.

0:28:000:28:04

That way, you'll know exactly who to turn to when things go wrong.

0:28:040:28:08

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