0:00:02 > 0:00:06Every year, millions of us jet off abroad on holiday.
0:00:06 > 0:00:10But if things go wrong, your two weeks in the sun
0:00:10 > 0:00:13could quickly become a fortnight to forget.
0:00:13 > 0:00:16And there are many things that can ruin your precious break,
0:00:16 > 0:00:18from cancelled flights to horror hotels.
0:00:20 > 0:00:23We were arriving at the dining room to find dirty cutlery,
0:00:23 > 0:00:25dirty napkins, dirty tablecloths.
0:00:26 > 0:00:28Worse still, they are scams, tricks and cons
0:00:28 > 0:00:31waiting to trap the unsuspecting tourist.
0:00:32 > 0:00:37They're there to make money and get you in. If they don't get you in, they'll get somebody else.
0:00:37 > 0:00:40But if you know what to look out for, you can avoid
0:00:40 > 0:00:44these holiday nightmares, so we're here to make sure you...
0:00:44 > 0:00:46Don't Get Done In The Sun.
0:00:56 > 0:00:59On today's travel itinerary,
0:00:59 > 0:01:02one disabled holidaymaker is left at the airport.
0:01:02 > 0:01:04They said, we can't take you,
0:01:04 > 0:01:08because we've already taken four parties that are disabled.
0:01:08 > 0:01:11And another has her travel needs disregarded.
0:01:11 > 0:01:13I went to the bathroom
0:01:13 > 0:01:17and my wheelchair could not get through the door.
0:01:17 > 0:01:20And I find out how not to be left with a bad taste in your mouth
0:01:20 > 0:01:23when eating out on holiday.
0:01:23 > 0:01:26The hotel buffet in the middle of the day
0:01:26 > 0:01:28is a microbiological nirvana.
0:01:32 > 0:01:36Getting on a plane and jetting off abroad is something most of us
0:01:36 > 0:01:40take for granted, but if you're disabled, it's not always that easy.
0:01:40 > 0:01:42And it's not just the flying bit that's tricky.
0:01:42 > 0:01:45Things can get a whole lot worse once you arrive.
0:01:48 > 0:01:53Joanne Kitching, a married mother of one, discovered just that.
0:01:53 > 0:01:56Four years ago, she was diagnosed with multiple sclerosis
0:01:56 > 0:02:00and, within six months, she was having to use a wheelchair
0:02:00 > 0:02:02and will be for the foreseeable future.
0:02:02 > 0:02:04We've had no holidays
0:02:04 > 0:02:08and I've actually spent two years of those four years in hospital.
0:02:08 > 0:02:13So therefore, having a true family holiday break was very important to us.
0:02:13 > 0:02:16I wanted a bit of downtime. Chill time.
0:02:16 > 0:02:21I was hoping my wife would be able to enjoy some time
0:02:21 > 0:02:24with my daughter, especially as she had been in hospital quite a bit.
0:02:24 > 0:02:27For Joanne and her husband,
0:02:27 > 0:02:30it was crucial that her special needs were catered to.
0:02:30 > 0:02:34So she chose the security of booking through a large tour operator,
0:02:34 > 0:02:37Thomson Holidays Ltd, part of the TUI group.
0:02:37 > 0:02:41Joanne even dealt with their specialist customer welfare team.
0:02:42 > 0:02:45It was two requirements that we asked from Thomson
0:02:45 > 0:02:49when we actually went into the travel agents.
0:02:49 > 0:02:53We just said it must be disabled friendly and must have a kids club.
0:02:53 > 0:02:56We were very happy with the picture in the brochure
0:02:56 > 0:03:00and also with what information had been passed on by Thomson
0:03:00 > 0:03:05and the reassurances by welfare that there would be check-in
0:03:05 > 0:03:06that was a disabled room.
0:03:06 > 0:03:11We were confident that the criteria was met and it ticked all our boxes.
0:03:11 > 0:03:15Thomson booked the holiday through their sister company,
0:03:15 > 0:03:20First Choice, and it cost the family £3,478.
0:03:20 > 0:03:23They flew out to Minorca in August 2012,
0:03:23 > 0:03:26but problems arose as soon as they landed.
0:03:27 > 0:03:29We were greeted by the First Choice rep,
0:03:29 > 0:03:32who advised that we were on coach one.
0:03:32 > 0:03:35That was when I felt my stomach slightly go.
0:03:35 > 0:03:40I looked at her and said, "No, we have a disabled taxi booked."
0:03:40 > 0:03:44The manager phoned their head office in London who advised that they
0:03:44 > 0:03:49hadn't actually pressed the button to send the paperwork to him.
0:03:49 > 0:03:53After waiting an hour and a half for an emergency taxi, then being
0:03:53 > 0:03:58taken to their hotel, things just got worse when they saw their room.
0:03:58 > 0:04:00I went to the bathroom
0:04:00 > 0:04:02and my wheelchair could not get through the door.
0:04:02 > 0:04:05It was not a disabled door.
0:04:06 > 0:04:09Then, we realised there were no grab rails
0:04:09 > 0:04:13or anything in that bathroom that would suggest it was disabled.
0:04:13 > 0:04:16I had to send my husband to the reception
0:04:16 > 0:04:19as this was clearly not a disable friendly room.
0:04:19 > 0:04:21The Kitchings were advised to relax
0:04:21 > 0:04:25and have dinner in the restaurant while an alternative room was found.
0:04:25 > 0:04:27Once we went to the actual restaurant area,
0:04:27 > 0:04:30what they had done, there were some steps going up
0:04:30 > 0:04:34and they had put a plywood ramp up but that started to lift and as
0:04:34 > 0:04:38I went up with the wheelchair, the little wheels at the front jammed.
0:04:38 > 0:04:41It became apparent that this hotel,
0:04:41 > 0:04:44there was no flat surfaces apart from around the pool area.
0:04:45 > 0:04:49What they thought had been money well spent on a perfect holiday
0:04:49 > 0:04:51was so far anything but,
0:04:51 > 0:04:55as it didn't appear Joanne's needs had been taken into account at all.
0:04:56 > 0:05:00A specialist tour operator, who is disabled himself, knows that
0:05:00 > 0:05:04when it comes to finding the right accommodation, things can be tricky.
0:05:04 > 0:05:06Give me an idea, if you would,
0:05:06 > 0:05:13what somebody with mobility problems needs from hotel accommodation?
0:05:13 > 0:05:18Basic access into the property itself and into the bedroom are a given.
0:05:19 > 0:05:23You then obviously need to get access into the bathroom.
0:05:23 > 0:05:26There will be others that will require grab rails
0:05:26 > 0:05:28around toilets and showers areas.
0:05:28 > 0:05:32It's very difficult sometimes to come up with a one size fits all solution.
0:05:32 > 0:05:36After Joanne and David's various problems with the complex
0:05:36 > 0:05:38came the icing on the cake.
0:05:38 > 0:05:41The hotel advised us that they had not been
0:05:41 > 0:05:45notified by Thomson's of a disabled person arriving at the complex.
0:05:45 > 0:05:48So regardless of Joanne's hard work,
0:05:48 > 0:05:52ensuring that the accommodation was suitable for the needs, none of
0:05:52 > 0:05:56her essential requirements had even been received and she's not alone.
0:05:57 > 0:06:00Doug Gardener had a similar experience with a different
0:06:00 > 0:06:04travel agent when he took a holiday to Turkey with his family.
0:06:04 > 0:06:07He was travelling with married relatives, David and Michelle,
0:06:07 > 0:06:10who are both severely disabled, have trouble walking
0:06:10 > 0:06:13and are looked after by carers.
0:06:13 > 0:06:16When Doug booked, he requested adjoining rooms
0:06:16 > 0:06:19so the carers could have easy access to the couple.
0:06:19 > 0:06:24The accommodation had been divided up into two different accommodation blocks.
0:06:24 > 0:06:27So what they had done is that they had put my brother-in-law
0:06:27 > 0:06:31and his wife on the top floor in an apartment block in a room
0:06:31 > 0:06:36and then, in the next building, they had put their carers.
0:06:36 > 0:06:40He also asked that their rooms were near the main facilities.
0:06:40 > 0:06:46The rooms were approximately 10 to 15 minute's walk from the main facilities.
0:06:46 > 0:06:50And for a hotel with ramps and lifts available.
0:06:50 > 0:06:54Neither of the accommodation blocks had any lifts or any
0:06:54 > 0:06:57chairlifts or any facilities for the disabled.
0:06:57 > 0:07:01All there was was two or three flights of marbled staircases
0:07:01 > 0:07:04which they were expected to climb on a daily basis.
0:07:05 > 0:07:09On complaining, the family were moved to a more accessible hotel
0:07:09 > 0:07:13but it was of a lower standard than the one they had originally booked.
0:07:20 > 0:07:24Two people campaigning to improve the situation for disabled people
0:07:24 > 0:07:27who wish to travel safely and comfortably
0:07:27 > 0:07:31are Paralympian Hannah Cockroft and her friend, Emily Yates.
0:07:31 > 0:07:33Emily is preparing a travel guide
0:07:33 > 0:07:36to specifically help those who want to go
0:07:36 > 0:07:39to the Rio de Janeiro Olympics in 2016.
0:07:39 > 0:07:42As far as travelling is concerned, going on holiday, how much
0:07:42 > 0:07:48information is there out there for where might be accessible and not?
0:07:48 > 0:07:51That's something, obviously,
0:07:51 > 0:07:54with the real guide that I've been researching quite a lot.
0:07:54 > 0:07:56There is very little.
0:07:56 > 0:08:00I tried to book a holiday a couple of years ago to Madrid, I think it was,
0:08:00 > 0:08:04and I found this hotel which was really beautiful.
0:08:04 > 0:08:06It said that it was wheelchair accessible.
0:08:06 > 0:08:10So by rule of thumb, I always ring up and check. That is just what I do now.
0:08:10 > 0:08:14So I rang up this guy and he said, "Yes, it is wheelchair accessible".
0:08:14 > 0:08:16"So no stairs at all?"
0:08:16 > 0:08:20"No stairs at all, apart from the three going up to the elevator."
0:08:20 > 0:08:24The mentality of what is accessible even, I think, needs to change.
0:08:26 > 0:08:30After the bombshell that Joanne's hotel didn't know a disabled guest
0:08:30 > 0:08:33was arriving, the hotel manager rectified the problem
0:08:33 > 0:08:37by finding a disabled room and moving the family into it.
0:08:37 > 0:08:39The hotel, I would say,
0:08:39 > 0:08:43were very proactive in sorting out the issues as and when they arose.
0:08:43 > 0:08:48However, should they have actually been there in the first place?
0:08:48 > 0:08:51I completely agree and think this breakdown in communication
0:08:51 > 0:08:54simply isn't good enough. But who is to blame?
0:08:54 > 0:08:58What happens between you saying to the tour operator,
0:08:58 > 0:09:03"I need this," and them saying yes, and you arriving
0:09:03 > 0:09:06and it not being anything like you imagined it would be?
0:09:06 > 0:09:09Obviously, they all operate in their own particular way.
0:09:09 > 0:09:11But as a rule,
0:09:11 > 0:09:17they will just allocate two people against a particular room type.
0:09:17 > 0:09:21It's only when all of the various special requests are determined,
0:09:21 > 0:09:25normally 48 hours before, that they will say to themselves,
0:09:25 > 0:09:29"We have two persons here that have need for an adapted room.
0:09:29 > 0:09:32"We need to change the room completely from the one
0:09:32 > 0:09:37"in our allocation to one that obviously meets their needs."
0:09:37 > 0:09:40Most tour operators, if you look in their booking editions,
0:09:40 > 0:09:43simply state that they will request your facilities.
0:09:43 > 0:09:46But as you can appreciate, in my situation,
0:09:46 > 0:09:48a request is of no benefit whatsoever.
0:09:48 > 0:09:51And without a doubt, Joanne feels the same.
0:09:52 > 0:09:58On arriving home, I was so grateful to be home safe and wondering,
0:09:58 > 0:10:01will I ever want to go on a holiday again
0:10:01 > 0:10:03after the experience we had had?
0:10:05 > 0:10:10Coming up later, another disabled traveller has his week in the sun ruined.
0:10:10 > 0:10:14But this time, the problem isn't the hotel.
0:10:14 > 0:10:17They said, "We can't take you because you are disabled."
0:10:24 > 0:10:26Can I have a Pina Colada, please? Thank you.
0:10:26 > 0:10:30Now, eating and drinking is one of our greatest pleasures when we are abroad.
0:10:30 > 0:10:35So much so, that a quarter of our holiday money is spent on meals out.
0:10:36 > 0:10:41For most people, food and drink is one of the most important parts of a holiday.
0:10:41 > 0:10:43The food is paramount with me.
0:10:43 > 0:10:47I like good quality food in a nice clean place.
0:10:47 > 0:10:49The food is lovely.
0:10:49 > 0:10:52Yes. You've got so many restaurants. You can pick and choose, really.
0:10:52 > 0:10:56Whether we are eating from an all-inclusive buffet
0:10:56 > 0:11:00or a restaurant in town, for the establishments food is big business.
0:11:00 > 0:11:04And with so many of these outlets competing for cash,
0:11:04 > 0:11:06some are prepared to cut corners.
0:11:06 > 0:11:08In an all-inclusive, we have definitely seen them
0:11:08 > 0:11:10just replenish the food, not change it.
0:11:10 > 0:11:15- They just put a couple of fresh lettuce leaves. - What's left from lunch in dinner.
0:11:15 > 0:11:19That doesn't sound good. And to find out more, I've come to meet restaurant owner,
0:11:19 > 0:11:23Peter McGibney, based here in Portugal for some inside information
0:11:23 > 0:11:27on how to avoid pitfalls when it comes to food and drink abroad.
0:11:27 > 0:11:30If you speak to people staying in an all-inclusive, it's like,
0:11:30 > 0:11:35"It was turkey for lunch, it was turkey for dinner and I'm sure it was turkey for breakfast again."
0:11:35 > 0:11:39If you look on the internet at this moment in time,
0:11:39 > 0:11:42you will find seven nights here locally
0:11:42 > 0:11:46for 40 euros per person per night.
0:11:46 > 0:11:4923% of that goes to the government first.
0:11:49 > 0:11:52The rest has to be divided between the hotel,
0:11:52 > 0:11:55the flight and the tour operator.
0:11:55 > 0:11:59So what are you going to get for your 40 euros a night?
0:11:59 > 0:12:02If you go all-inclusive, it pays to pay more
0:12:02 > 0:12:04and get the better quality of food because I think if you
0:12:04 > 0:12:07go for a cheap and cheerful one, that's exactly what you get.
0:12:07 > 0:12:09What are the kitchens like?
0:12:09 > 0:12:12Do they have a proper chef who is in there cooking away?
0:12:12 > 0:12:15A lot of these groups have a central kitchen.
0:12:15 > 0:12:18They do the preparation and cooking.
0:12:18 > 0:12:23They load everything and distribute it between their hotels.
0:12:23 > 0:12:26- In effect, then, like a big ready meal?- It is, yes.
0:12:26 > 0:12:30So if you don't want to risk eating hotel ready meals every day,
0:12:30 > 0:12:32consider venturing further afield.
0:12:32 > 0:12:35But you still need to keep your wits about you.
0:12:35 > 0:12:37There are loads of restaurants when you come away.
0:12:37 > 0:12:40I'm walking along the road and somebody goes,
0:12:40 > 0:12:44"Come and eat in here". And they tell me it's the best food in town.
0:12:44 > 0:12:47You need to be very careful these days because a lot of them
0:12:47 > 0:12:49are not telling the truth.
0:12:49 > 0:12:52A lot of them are people in the street who are grabbing
0:12:52 > 0:12:54people to come into a restaurant.
0:12:54 > 0:12:56That is how they are making their living.
0:12:56 > 0:12:59The good restaurants we know don't do a hard sell
0:12:59 > 0:13:01because they don't need to.
0:13:01 > 0:13:04Yep, don't be tempted by touts when eating out
0:13:04 > 0:13:07because their restaurant may not be the best place to go.
0:13:07 > 0:13:12And there are other ways to be burnt once you are through the restaurant door.
0:13:12 > 0:13:16When you go to a restaurant here and bread is put in front of you
0:13:16 > 0:13:20and better and olives, in fact, they may even be on the table
0:13:20 > 0:13:23when you arrive, a lot of people will sit down and say,
0:13:23 > 0:13:25"Oh, my goodness, this is great".
0:13:25 > 0:13:30They tuck in and not realise they could be putting 20 euros on their bill.
0:13:30 > 0:13:33Many restaurants abroad will add a cover charge
0:13:33 > 0:13:36if you eat those tempting treats on the table
0:13:36 > 0:13:39so, if you don't want them, ask for them to be taken away.
0:13:39 > 0:13:45What are your thoughts on menus and restaurants with tonnes and tonnes of options?
0:13:45 > 0:13:50You are running the risk of having something taken directly
0:13:50 > 0:13:55from the freezer, defrosted, cooked and put on a plate in front of you.
0:13:55 > 0:13:58So your food might not be fresh, leaving you with a very bad
0:13:58 > 0:14:01taste in your mouth or maybe even food poisoning.
0:14:06 > 0:14:09Later on, we find out how to avoid endangering your health
0:14:09 > 0:14:12and where you stand legally when you fall ill.
0:14:21 > 0:14:24Booking a holiday is easier than it's ever been.
0:14:24 > 0:14:27In fact, if what you want is simple and straightforward, it can all
0:14:27 > 0:14:32be done in a matter of minutes with just a few clicks of your mouse.
0:14:32 > 0:14:35But as we've already seen, for people with disabilities
0:14:35 > 0:14:40or other very specific needs, things are sadly a lot more complicated.
0:14:40 > 0:14:44Brian Edwards, a retired plumber, lives in Porthcawl in Wales
0:14:44 > 0:14:47and is registered disabled because of his arthritis.
0:14:49 > 0:14:52I retired quite young because of the arthritis.
0:14:52 > 0:14:55I've got my disabled buggy now.
0:14:55 > 0:14:59If I want to go shopping in town, I do use it occasionally.
0:14:59 > 0:15:02I try my best to walk as far as I can
0:15:02 > 0:15:07because I think that does improve my health but it can be very painful.
0:15:08 > 0:15:13Brian booked a holiday to Malta to visit friends in December 2012.
0:15:13 > 0:15:17He used online tour operator Low Cost Holidays Ltd,
0:15:17 > 0:15:20not to be confused with similar sounding companies.
0:15:20 > 0:15:23He found a deal which included accommodation
0:15:23 > 0:15:26and flights with Ryanair for £440.
0:15:26 > 0:15:29Wanting to ensure they could cater to these needs,
0:15:29 > 0:15:32Brian telephoned the travel agent to make the booking.
0:15:34 > 0:15:35I told the person I was talking to,
0:15:35 > 0:15:39"The thing is, I will need assistance at the airport
0:15:39 > 0:15:41"and I am registered disabled."
0:15:41 > 0:15:44She turned round and said, "That's no problem."
0:15:44 > 0:15:47So that to me was a godsend.
0:15:47 > 0:15:49I knew I had been taken care of them.
0:15:49 > 0:15:52On Brian's departure date,
0:15:52 > 0:15:57his son drove him 70 miles from Porthcawl to Bristol Airport
0:15:57 > 0:16:00and left him in the capable hands of the Ryanair check-in staff,
0:16:00 > 0:16:03ready to depart for sunny Malta.
0:16:03 > 0:16:06I was there two and a half hours before the flight.
0:16:06 > 0:16:09They ask you to be two hours, but my son took me
0:16:09 > 0:16:12and he parked the car and we did everything in plenty of time.
0:16:14 > 0:16:17But when Brian got to the check-in desk, he got a bit of a shock.
0:16:18 > 0:16:21They said, "We can't take you because you are disabled.
0:16:21 > 0:16:25"We have already taken four parties that are disabled and we are only allowed that."
0:16:26 > 0:16:29So due to the airline's safety regulations,
0:16:29 > 0:16:33they had reached their maximum allowance of disabled passengers.
0:16:33 > 0:16:36Brian had no choice but to phone his son to collect him
0:16:36 > 0:16:40and drive him the 70 miles back home to Porthcawl.
0:16:43 > 0:16:47How airlines and airports cater to people with disabilities
0:16:47 > 0:16:50is overseen by the Civil Aviation Authority.
0:16:50 > 0:16:53I asked them about their industry's practices.
0:16:54 > 0:16:57Are airlines able to impose their own restrictions
0:16:57 > 0:17:01on the amount of people with reduced mobility
0:17:01 > 0:17:03they are going to allow on to their planes?
0:17:03 > 0:17:07The EU law is about access and what they are trying to do is make
0:17:07 > 0:17:12sure there is access to air travel for those passengers with reduced mobility.
0:17:12 > 0:17:15The one area where there is a caveat is regarding safety.
0:17:15 > 0:17:18It does seem very easy for an airline to say,
0:17:18 > 0:17:23it's all about safety, when in fact, what it smacks of is that airlines
0:17:23 > 0:17:27have very fast turnovers now and they don't have the time to help.
0:17:27 > 0:17:31The last thing we would want to see is an airline refuse access to a disabled passenger
0:17:31 > 0:17:36because of reasons of turnaround and trying to get the aircraft turned around as quickly as possible.
0:17:36 > 0:17:41But there are safety caveats and if the airline believes they can't board that passenger
0:17:41 > 0:17:43because of safety reasons, they are entitled to do that.
0:17:43 > 0:17:47Unhappy with the fact he was unable to board his flight,
0:17:47 > 0:17:49Brian contacted Low Cost Holidays.
0:17:49 > 0:17:52I phoned them and whoever it was was pretty rude
0:17:52 > 0:17:57and she said you are not going to get your money back, full stop.
0:17:57 > 0:18:00I said, "Well, it's not my fault. I did notify you."
0:18:00 > 0:18:02She said, "You did not."
0:18:04 > 0:18:05That's what I had.
0:18:05 > 0:18:08But I did notify them that I was disabled
0:18:08 > 0:18:11and I needed airport assistance.
0:18:11 > 0:18:14Andy Wright, who runs a specialist travel agency,
0:18:14 > 0:18:16knows exactly what the protocol is
0:18:16 > 0:18:19for a disabled person needing assistance at the airport.
0:18:19 > 0:18:23If you've told your tour operator
0:18:23 > 0:18:26that you are someone with special needs,
0:18:26 > 0:18:28whose responsibility is it to tell the airline?
0:18:28 > 0:18:30Is it yours or is it theirs?
0:18:30 > 0:18:32The tour operator should be passing that on.
0:18:32 > 0:18:35You've told your first point of contact, the travel agent
0:18:35 > 0:18:39or tour operator, and they are then to relate that information directly.
0:18:39 > 0:18:42So it appeared Brian had done everything the right way.
0:18:42 > 0:18:45But there had been some kind of miscommunication
0:18:45 > 0:18:48between the operator and the airline.
0:18:48 > 0:18:52The airline said Brian had not been booked a disabled seat
0:18:52 > 0:18:54and safety regulations did not allow them to take another
0:18:54 > 0:18:58wheelchair user on the plane as they had reached their quota.
0:18:58 > 0:19:01Brian completely lost out on his holiday.
0:19:02 > 0:19:04I had new Speedos as well!
0:19:06 > 0:19:11But getting a seat is only part of the battle for disabled travellers.
0:19:11 > 0:19:14Once at the airport, getting to the gate can also be a challenge.
0:19:14 > 0:19:16So where can you turn to for help?
0:19:16 > 0:19:20The best advice is look at the website for your departing
0:19:20 > 0:19:24airport and find out who, they are known as PRMs,
0:19:24 > 0:19:26persons with reduced mobility,
0:19:26 > 0:19:30find out who the operator for the PRMs is at that respective airport,
0:19:30 > 0:19:34the person that will actually be embarking and them disembarking them.
0:19:34 > 0:19:39OK. So help is on hand at the airport as long as they know you are coming.
0:19:39 > 0:19:41But on board, it can be a different matter,
0:19:41 > 0:19:45as Hannah and Emily know only too well.
0:19:45 > 0:19:48I was going to Dubai and I got really told off at Heathrow Airport
0:19:48 > 0:19:51by this lady who, for some reason, didn't know I was travelling.
0:19:51 > 0:19:55So I got on the flight, we managed to get on all right,
0:19:55 > 0:19:58I had a bit of an argument with her, and we managed to get on.
0:19:58 > 0:20:01I needed the toilet halfway through this flight.
0:20:01 > 0:20:06It was a seven-hour flight. Who was not going to need a wee on a seven hour flight?!
0:20:06 > 0:20:10"Do you have an ambulance chair to get to the toilet?"
0:20:10 > 0:20:12"No, sorry, we don't."
0:20:12 > 0:20:17All airlines should carry ambulance chairs, which are lightweight
0:20:17 > 0:20:22foldaway wheelchairs, to enable disabled travellers to access the toilet easily.
0:20:22 > 0:20:24But on being told there was none available,
0:20:24 > 0:20:27Emily took matters into her own hands.
0:20:27 > 0:20:32I crawled from my seat all the way down the aisle to the toilet.
0:20:32 > 0:20:35You are incredibly good-natured about it
0:20:35 > 0:20:38and you are having a laugh about it, but I mean,
0:20:38 > 0:20:43the lack of dignity that is afforded you is shocking, isn't it?
0:20:43 > 0:20:47- It is. The reason we laugh about it is because it happens so often.- Yes.
0:20:47 > 0:20:52I totally know how she feels because it's happened to me and my friends.
0:20:52 > 0:20:55We are kind of, oh, that's just the norm, that's just amusing
0:20:55 > 0:20:57because no-one has sorted that out yet.
0:20:58 > 0:21:02Still to come, words of advice for disabled travellers
0:21:02 > 0:21:04and we see what the travel companies have to say
0:21:04 > 0:21:07about letting down their disabled customers.
0:21:14 > 0:21:16Eating out on holiday is so fantastic.
0:21:16 > 0:21:18There are loads of new flavours to try.
0:21:18 > 0:21:23But how do we know what we've ordered won't end our holiday down the pan?
0:21:23 > 0:21:26We've already heard how you need to keep your wits about you
0:21:26 > 0:21:29when it comes to eating in hotels and restaurants abroad.
0:21:29 > 0:21:34But you also need to be aware of health and safety issues.
0:21:34 > 0:21:36I'm afraid it's all too easy for people to go abroad
0:21:36 > 0:21:37and end up with a stomach upset.
0:21:37 > 0:21:40Sometimes, it is simply unfamiliarity,
0:21:40 > 0:21:43the fact that there you are in a hot country,
0:21:43 > 0:21:48eating food you are simply not used to and your system isn't used to.
0:21:48 > 0:21:51Often though, it is, I'm afraid, rather more serious.
0:21:51 > 0:21:54You have picked up a bug of some sort.
0:21:56 > 0:21:59I have never gone on holiday and not been ill off something.
0:21:59 > 0:22:05The hygiene standards don't seem to be as high when you are abroad.
0:22:05 > 0:22:07Philip Banks is a travel litigation lawyer
0:22:07 > 0:22:11and his firm represent people who become ill overseas.
0:22:15 > 0:22:19We see a whole range of illnesses related to poor food hygiene.
0:22:19 > 0:22:21For example, salmonella,
0:22:21 > 0:22:25which is contracted usually from poorly cooked chicken or eggs.
0:22:25 > 0:22:30We have campylobacter, shigella, E.coli, which is a particular
0:22:30 > 0:22:34problem with poorly cooked meat and poor handling procedures.
0:22:34 > 0:22:38Certain strains of E.coli can go on and attack of the parts of the body
0:22:38 > 0:22:41such as the kidneys or the brain and can even lead to death.
0:22:44 > 0:22:46Yep, if your food isn't fresh or well-prepared,
0:22:46 > 0:22:48it could cost you more than a bad tummy.
0:22:50 > 0:22:53We've acted for a case in a hotel where
0:22:53 > 0:22:56there were 1,000 people who were badly affected with an illness.
0:22:56 > 0:23:02Another case, we recovered £2.5 million worth in terms of compensation.
0:23:02 > 0:23:07We don't participate eating food that's been out probably
0:23:07 > 0:23:11eight or nine hours in trays. What am I eating this evening?
0:23:11 > 0:23:13Stuff that was left out at lunchtime. No.
0:23:13 > 0:23:17Avoid the hotel buffet in the middle of the day,
0:23:17 > 0:23:21which is a microbiological nirvana,
0:23:21 > 0:23:26where all kinds of bugs can multiply under the tropical sun.
0:23:26 > 0:23:29So what legal health and safety standards are in place
0:23:29 > 0:23:32to protect us when we eat in hotels or restaurants abroad?
0:23:32 > 0:23:35Any business which is serving food to a member of the public
0:23:35 > 0:23:39within an EU-based country falls under EU legislation.
0:23:39 > 0:23:42EU-based tour operators, if they are sending clients to countries
0:23:42 > 0:23:46outside the EU, the EU legislation doesn't apply.
0:23:46 > 0:23:50So there are the rules laid out, but that doesn't always mean you are safe.
0:23:51 > 0:23:54Food poisoning can be caused from failing to comply with
0:23:54 > 0:23:58basic procedures such as proper cooking of food, storage of food,
0:23:58 > 0:24:02leaving food out, not having food properly refrigerated
0:24:02 > 0:24:06and poor pest control, amongst various other things.
0:24:06 > 0:24:10This can be a danger in many restaurants and even hotels abroad.
0:24:10 > 0:24:13If standards start slipping at your hotel and you've booked
0:24:13 > 0:24:17a package deal, the law states your tour operator is responsible.
0:24:17 > 0:24:22But don't always rely on others to protect your own health and safety.
0:24:22 > 0:24:26So if you remember those simple tips when choosing where and what
0:24:26 > 0:24:29to eat, hopefully, your holiday would be ruined by nasty tummy troubles.
0:24:36 > 0:24:38For people with disabilities,
0:24:38 > 0:24:41travelling abroad can be unnecessarily difficult.
0:24:41 > 0:24:45But there's really no excuse for it being that way.
0:24:45 > 0:24:49In order to protect yourself, our expert has some sound advice.
0:24:49 > 0:24:52There are quite a few organisations in place
0:24:52 > 0:24:55which can help people with disabilities.
0:24:55 > 0:24:56The most obvious one being ABTA,
0:24:56 > 0:25:01the Association of British Travel Agents, who have got a very good reputation for getting
0:25:01 > 0:25:04people's money back when they have had a disastrous experience.
0:25:04 > 0:25:06There is also the Disability Holiday Guidebook,
0:25:06 > 0:25:09which you can download, which is excellent.
0:25:09 > 0:25:12It shows all the ranges of new, accessible trips.
0:25:12 > 0:25:16Good to know. And crucially, all our experts agree that double
0:25:16 > 0:25:19and triple checking every detail with your travel agent
0:25:19 > 0:25:23or tour operator is key to ensuring a smooth holiday.
0:25:25 > 0:25:28Brian Edwards lost out on a holiday to Malta
0:25:28 > 0:25:31because his online travel agent, Low Cost Holidays,
0:25:31 > 0:25:34had failed to inform Ryanair that he was disabled.
0:25:34 > 0:25:37At the airport, he was told that Ryanair
0:25:37 > 0:25:40had filled their quota of disabled passengers.
0:25:40 > 0:25:43We asked the airline to comment on the situation
0:25:43 > 0:25:45with Low Cost Holidays and they said...
0:25:57 > 0:26:03We also asked Brian's travel agent, Low Cost Holidays Ltd, to comment and they have...
0:26:14 > 0:26:17You want to make sure, especially after this ordeal,
0:26:17 > 0:26:21you want to make sure they communicate with Ryanair
0:26:21 > 0:26:25or whoever they are using as the transport or whatever,
0:26:25 > 0:26:29to make sure that these things are signed and sealed.
0:26:29 > 0:26:32Since our involvement, Low Cost Holidays have apologised
0:26:32 > 0:26:37and sent a payment of £600 to Brian as a full refund on the holiday
0:26:37 > 0:26:40plus compensation for extra expenses incurred.
0:26:42 > 0:26:45And after booking a holiday to Minorca with Thomson,
0:26:45 > 0:26:48Joanne Kitching and her family turned up at the hotel
0:26:48 > 0:26:51to find they hadn't been told she had special needs.
0:26:51 > 0:26:54The company sent a statement, saying that...
0:27:09 > 0:27:12So although their customer welfare team didn't deliver
0:27:12 > 0:27:16in Joanne's case, they are happy with the systems they have in place.
0:27:16 > 0:27:20Nevertheless, they have now offered Joanne and her husband, David,
0:27:20 > 0:27:23a 75% refund of the family's holiday.
0:27:25 > 0:27:27I reluctantly accepted the offer
0:27:27 > 0:27:31because it wasn't as important as the state of my health.
0:27:31 > 0:27:35However, what I would like to do with my case is to make
0:27:35 > 0:27:39holidaymakers for the future aware of what can happen
0:27:39 > 0:27:43and hopefully to avoid the trap for somebody else that we fell into.
0:27:43 > 0:27:46And lastly, Doug Gardener, whose family was placed
0:27:46 > 0:27:53in an unsuitable hotel, has been refunded £726 by his travel agent.
0:27:53 > 0:27:56This is the difference in price between what he booked
0:27:56 > 0:27:58and where they were relocated to.
0:27:58 > 0:28:03Hopefully, some lessons have been learnt by all the companies involved
0:28:03 > 0:28:07and our cautionary tales will mean that you don't get done in the sun.
0:28:37 > 0:28:39Subtitles by Red Bee Media Ltd.