0:00:02 > 0:00:05Every year, millions of us jet off abroad on holiday.
0:00:06 > 0:00:12But if things go wrong, your two weeks in sun could quickly become a fortnight to forget.
0:00:12 > 0:00:15And there are plenty of things that can ruin your precious break,
0:00:15 > 0:00:18from cancelled flights to horror hotels.
0:00:18 > 0:00:23I'd like my flight money back and I'd definitely like an apology.
0:00:23 > 0:00:25Worst still, there are scams, tricks and cons
0:00:25 > 0:00:28waiting to trap the unsuspecting tourist.
0:00:28 > 0:00:33Probably buying a camera worth 150 and paying 1,500 for it.
0:00:33 > 0:00:34But if you know what to look out for,
0:00:34 > 0:00:37you can avoid these holiday nightmares.
0:00:37 > 0:00:41- We're here to make sure you... - Don't get done in the sun.
0:00:50 > 0:00:52Coming up on today's show,
0:00:52 > 0:00:55the couple who had back-to-back nightmares with their holiday
0:00:55 > 0:00:57before it had even started.
0:00:57 > 0:00:58It was almost one in the morning
0:00:58 > 0:01:00and it had become very apparent
0:01:00 > 0:01:03that we were going to have to sleep in the airport.
0:01:03 > 0:01:06And I'll be finding out just how easy it is
0:01:06 > 0:01:08to part a tourist from their credit card.
0:01:08 > 0:01:11It's 25% off if you pay by credit card.
0:01:11 > 0:01:14The only thing is we're asking to keep your credit cards behind the bar.
0:01:17 > 0:01:21When you're booking a holiday, there's a lot to consider.
0:01:21 > 0:01:24Your flights, your accommodation.
0:01:25 > 0:01:27Maybe a transfer.
0:01:28 > 0:01:30Perhaps even a cruise.
0:01:30 > 0:01:33But if something goes wrong with any one of these elements,
0:01:33 > 0:01:37it's easy to lose sight of who's actually to blame.
0:01:39 > 0:01:43Meet Liam Corbett and Alana Walker from Bathgate in West Lothian.
0:01:43 > 0:01:45In 2011, they got engaged
0:01:45 > 0:01:49and decided to celebrate by splashing out £3,000
0:01:49 > 0:01:51on a Caribbean cruise.
0:01:51 > 0:01:55We went to the Bahamas, St Maarten, St Thomas, which were all pretty beautiful islands
0:01:55 > 0:01:58that, you know, not very many people in the world will be able to say
0:01:58 > 0:02:00that they've been and seen,
0:02:00 > 0:02:05let alone say that they've seen them from the world's biggest cruise liner in the world at the time.
0:02:07 > 0:02:10The ship set sail from Fort Lauderdale in Florida,
0:02:10 > 0:02:15so to get to the embarkation point, they had to catch a Continental Airlines flight
0:02:15 > 0:02:18from Edinburgh to Newark, near New York,
0:02:18 > 0:02:20then a connecting flight on to Fort Lauderdale.
0:02:22 > 0:02:24They'd then spend the night in a luxury hotel
0:02:24 > 0:02:28before boarding the Allure of the Seas the following day.
0:02:29 > 0:02:32Alana's parents, Jean and Stevie, were going too
0:02:32 > 0:02:34but because they booked their trip earlier,
0:02:34 > 0:02:38they travelled to board the ship in Florida direct from Gatwick Airport.
0:02:38 > 0:02:40We were really excited about the holiday
0:02:40 > 0:02:44and although we were travelling separately,
0:02:44 > 0:02:49we were going to be meeting up in the hotel to stay overnight
0:02:49 > 0:02:52and then, you know, to get to the ship the next day.
0:02:52 > 0:02:55Although the couple's travel arrangements were complex,
0:02:55 > 0:02:57they were all part of a package deal
0:02:57 > 0:03:01offered by Royal Caribbean cruise lines.
0:03:02 > 0:03:04Soon the big day arrived.
0:03:04 > 0:03:08Having caught their flight, Liam and Alana switched into holiday mode.
0:03:09 > 0:03:14Well, I get a bit stressed out in the immediate few days before we go on holiday,
0:03:14 > 0:03:15trying to make sure everything's packed
0:03:15 > 0:03:18and doing all the washing, etc.
0:03:18 > 0:03:20So actually being on the flight itself is, you know,
0:03:20 > 0:03:22just a bit of a sigh of relief.
0:03:22 > 0:03:26But as Liam and Alana approached the first stop in their journey,
0:03:26 > 0:03:29their holiday bubble was about to be well and truly burst.
0:03:29 > 0:03:33They said that due to a radar failure
0:03:33 > 0:03:37we couldn't land in Newark, so we were to land in Buffalo.
0:03:37 > 0:03:42The passengers were told to remain on the plane in Buffalo in upstate New York
0:03:42 > 0:03:44until it could take off again for Newark.
0:03:44 > 0:03:48But because of a freak snowstorm, this didn't happen for hours.
0:03:48 > 0:03:51By the time we got back up in the air heading towards Newark,
0:03:51 > 0:03:53we'd already missed our connecting flight.
0:03:53 > 0:03:57Flight delays are definitely frustrating
0:03:57 > 0:03:58and if you miss your connecting flight,
0:03:58 > 0:04:03there's a very real danger you could end up stranded miles from where you are meant to be.
0:04:04 > 0:04:07The Civil Aviation Authority is responsible
0:04:07 > 0:04:09for overseeing all airlines in the UK.
0:04:10 > 0:04:13What as a consumer are your rights?
0:04:13 > 0:04:15What are you entitled to if your flight's delayed?
0:04:15 > 0:04:17The European Court ruled in October
0:04:17 > 0:04:21that passengers whose flights have been delayed by more than three hours
0:04:21 > 0:04:25can claim financial compensation from the airline
0:04:25 > 0:04:28of between around £200 to £500,
0:04:28 > 0:04:32except in the situation where the delay was outside of the airline's control.
0:04:32 > 0:04:35Where do these regulations apply, then?
0:04:35 > 0:04:40The regulation applies to:
0:04:46 > 0:04:49But although Liam and Alana flew out of an EU airport,
0:04:49 > 0:04:52their delay was caused by bad weather,
0:04:52 > 0:04:55which is deemed to be outside an airline's control,
0:04:55 > 0:04:57so they wouldn't get a penny.
0:04:57 > 0:05:01But those EU regulations don't just cover financial compensation.
0:05:01 > 0:05:04There are clear guidelines on what you're entitled to.
0:05:05 > 0:05:09Free meals and refreshments if you're delayed for more than two hours.
0:05:10 > 0:05:14Free hotel accommodation if your flight's pushed back to the next day.
0:05:15 > 0:05:17Maybe even your money back - thank you -
0:05:17 > 0:05:21if you're five or more hours late taking off.
0:05:22 > 0:05:25By now the couple had been delayed for hours,
0:05:25 > 0:05:28so they should have been at least offered some refreshments.
0:05:28 > 0:05:30But they'd no idea they were entitled to this
0:05:30 > 0:05:33or where to turn to get help.
0:05:33 > 0:05:35Eventually, they did touch down in Newark
0:05:35 > 0:05:38but the bad weather meant they were not alone.
0:05:38 > 0:05:41Dozens of other flights had been delayed or re-routed
0:05:41 > 0:05:43and the scene was chaotic.
0:05:43 > 0:05:46When we first got off the plane at Newark,
0:05:46 > 0:05:50there was people saying, "Oh, if you've missed a connecting flight,
0:05:50 > 0:05:51"head towards this desk,"
0:05:51 > 0:05:54and the queue was huge.
0:05:54 > 0:05:56We joined the queue much like everybody else
0:05:56 > 0:05:58and they announced over the tannoy
0:05:58 > 0:06:03that no connecting flights would be leaving that night,
0:06:03 > 0:06:05so we had to rebook a flight for the following day.
0:06:05 > 0:06:08And when you're delayed like hundreds of other passengers,
0:06:08 > 0:06:11it can be difficult to know where to turn.
0:06:11 > 0:06:14If you're travelling as part of a package,
0:06:14 > 0:06:16and this was a packaged operation with Royal Caribbean
0:06:16 > 0:06:18of flights and of a cruise,
0:06:18 > 0:06:22then I would have got on the phone ASAP to the tour operator.
0:06:22 > 0:06:25You can make them aware of your situation
0:06:25 > 0:06:29and where possible, they can then try and assist you,
0:06:29 > 0:06:31either with getting you onto another flight,
0:06:31 > 0:06:33so that effectively they sort the reservation
0:06:33 > 0:06:36rather than you having to queue all the way to get to a front.
0:06:36 > 0:06:39And also, in terms of welfare.
0:06:39 > 0:06:43At this point, Liam and Alana did call Royal Caribbean,
0:06:43 > 0:06:46who, while sympathetic, didn't offer to book them on another flight.
0:06:46 > 0:06:50In the end the couple were forced to wait more than four hours
0:06:50 > 0:06:52to speak to someone from Continental Airlines,
0:06:52 > 0:06:55who eventually found them a flight the following day.
0:06:55 > 0:06:58But their troubles were far from over.
0:06:58 > 0:06:59We had to then find a hotel.
0:06:59 > 0:07:01We had to find somewhere to stay
0:07:01 > 0:07:03because it was now almost one in the morning.
0:07:03 > 0:07:05We couldn't get anywhere
0:07:05 > 0:07:06and it had become very apparent
0:07:06 > 0:07:08that were going to have to sleep in the airport.
0:07:10 > 0:07:12Instead of the five-star Florida hotel
0:07:12 > 0:07:14that would have been the height of luxury,
0:07:14 > 0:07:18the couple would have to bed down on a cold, marble floor.
0:07:18 > 0:07:21Should anyone ever be sleeping at the airport?
0:07:21 > 0:07:24Absolutely not. No-one should ever be sleeping at the airport.
0:07:24 > 0:07:27For flights that are covered by the EU regulation,
0:07:27 > 0:07:30the airlines have to provide hotel accommodation
0:07:30 > 0:07:32for passengers who are delayed overnight.
0:07:32 > 0:07:35If it's major disruption and passengers can't get hold of someone from the airline,
0:07:35 > 0:07:37we advise that they sort themselves out:
0:07:46 > 0:07:48But with all the local hotels full
0:07:48 > 0:07:50and all the airline staff clocking off at midnight,
0:07:50 > 0:07:54Liam and Alana had no choice but to stay put in the airport
0:07:54 > 0:07:59and as we'll find out later, this was just the start of their problems.
0:07:59 > 0:08:02It had become really apparent straightaway
0:08:02 > 0:08:03that our luggage wasn't coming.
0:08:07 > 0:08:10They've got some great bargains in there. Ciao!
0:08:10 > 0:08:14I just love this holiday feeling - relaxed, no time pressures,
0:08:14 > 0:08:15taking it easy.
0:08:15 > 0:08:20But one area you can never be too careful is when it comes to your money,
0:08:20 > 0:08:23in particular when you're paying by credit card.
0:08:23 > 0:08:26I mean, you are literally walking around with thousands of pounds
0:08:26 > 0:08:28on these little plastic cards
0:08:28 > 0:08:31and for some scammers, it's all too tempting.
0:08:32 > 0:08:38Credit card fraud abroad cost us Brits £80 million in 2011.
0:08:38 > 0:08:40That's a quarter of all credit card fraud
0:08:40 > 0:08:43and although you might think you're careful with your card,
0:08:43 > 0:08:47we're going to show you just how easy it is to get scammed.
0:08:48 > 0:08:50I'm going undercover in a bar and restaurant
0:08:50 > 0:08:52that's popular with Brits
0:08:52 > 0:08:57and all I need to do is separate a credit card from its owner for a minute or two.
0:08:57 > 0:09:00Because that's all it takes to clone their card
0:09:00 > 0:09:02with a portable skimming device.
0:09:03 > 0:09:06These devices can swipe and store hundreds of credit card numbers,
0:09:06 > 0:09:09which can then be used to spend, spend and spend
0:09:09 > 0:09:11and leave you with the bill.
0:09:11 > 0:09:14In the UK, we have to enter a PIN number at the point of sale
0:09:14 > 0:09:18but in many countries and online, this isn't necessary
0:09:18 > 0:09:23and of course scammers know exactly where to shop so they don't get caught out.
0:09:24 > 0:09:27Of course, this bar deplores such tactics
0:09:27 > 0:09:29but has agreed to help me highlight how easy it is
0:09:29 > 0:09:33for real scammers to pull a fast one on unsuspecting customers.
0:09:34 > 0:09:36Right, time to get tooled up.
0:09:36 > 0:09:38Ready? Do I look professional?
0:09:38 > 0:09:42My plan is to see how easily I can persuade tourists
0:09:42 > 0:09:44to let their credit cards out of their sight.
0:09:44 > 0:09:45What can I get for you?
0:09:48 > 0:09:51We are doing a special today, I don't know if anybody's told you,
0:09:51 > 0:09:55but it's 25% off if you pay by credit card.
0:09:55 > 0:09:58CUSTOMER SPEAKS, INDISTINCT
0:09:58 > 0:10:03The only thing is, I'm going to have to keep your credit card behind the bar. Is that OK?
0:10:03 > 0:10:05- OK, no problem. - 'I'm in - my first cards.'
0:10:05 > 0:10:10- Yeah, we'll put it behind the bar. - All of them? - We'll keep it behind there.
0:10:10 > 0:10:12- Is that OK?- Yeah.
0:10:12 > 0:10:15'He looks a bit unsure... No, he's taken the bait.
0:10:15 > 0:10:18'I've got not one but two cards on my first go.
0:10:18 > 0:10:20'This is easier than I thought.'
0:10:20 > 0:10:23OK, so I've got your credit cards and I'll keep them behind the bar.
0:10:23 > 0:10:25And I've got your orders. Brilliant. Thank you.
0:10:25 > 0:10:29OK, so I took the order, I told them it was 25% off
0:10:29 > 0:10:31if they left the credit card behind the bar.
0:10:31 > 0:10:34I have to admit, there was one gentleman that kept saying,
0:10:34 > 0:10:36"You want us to leave it there first?"
0:10:36 > 0:10:38You could see he was slightly dubious
0:10:38 > 0:10:40but everyone went with the special offer
0:10:40 > 0:10:43and they'd handed over two credit cards.
0:10:43 > 0:10:45Potentially, we could skim these
0:10:45 > 0:10:48and, you know, they could be losing thousands of pounds.
0:10:49 > 0:10:52Right. I'd better put these behind the bar.
0:10:52 > 0:10:55The only thing this, I need to keep the credit card behind the bar.
0:10:55 > 0:10:57'Got another one!'
0:10:57 > 0:11:01Now, this time, not so bothered that I was going to take it
0:11:01 > 0:11:02and put it behind the bar.
0:11:02 > 0:11:06It was more, "Why are you offering a discount on credit card?"
0:11:06 > 0:11:11Of course, I'll make sure all these cards make it safely back to their owners.
0:11:11 > 0:11:13Now, who's my next victim?
0:11:13 > 0:11:15OK, now, we're doing a special offer today.
0:11:15 > 0:11:18It's 25% off if you pay by credit card.
0:11:18 > 0:11:20- If you're interested?- Yeah.- Yeah?
0:11:20 > 0:11:23The only thing is we're asking to keep your credit card behind the bar.
0:11:23 > 0:11:26- Credit or debit card? - Credit or debit, it's up to you.
0:11:26 > 0:11:28Happy to do that?
0:11:30 > 0:11:34We're just keeping there... It's not like we're saying you'd run off.
0:11:34 > 0:11:35SHE LAUGHS
0:11:35 > 0:11:38I think you all look trustworthy.
0:11:42 > 0:11:44Thank you.
0:11:46 > 0:11:48And another one has handed one over.
0:11:48 > 0:11:51But one canny gentleman said to me,
0:11:51 > 0:11:53"Why do you want to keep it behind the bar?"
0:11:53 > 0:11:57And I gave him a pause and he went, "In case we don't run off?"
0:11:57 > 0:11:59And I said, "Of course I trust you!"
0:11:59 > 0:12:03So he actually took the onus on him, like I didn't trust him.
0:12:03 > 0:12:05He shouldn't trust me!
0:12:05 > 0:12:07Well, I look trustworthy.
0:12:09 > 0:12:13In just one hour, I managed to get my mitts on five credit and debit cards.
0:12:13 > 0:12:16For a scammer, that's one heck of a spending spree.
0:12:17 > 0:12:19Right, time to come clean.
0:12:19 > 0:12:21Sorry, I've come to have a little chat with you.
0:12:21 > 0:12:23I don't normally work here.
0:12:23 > 0:12:25We're doing a show for the BBC
0:12:25 > 0:12:29and we were trying to see how easy it would be
0:12:29 > 0:12:31to take somebody's credit card off them
0:12:31 > 0:12:32and put it behind the counter
0:12:32 > 0:12:38because if it's out of your sight, it's very easy for us to scam it.
0:12:38 > 0:12:40So I'm rather silly, really.
0:12:40 > 0:12:42I'm sorry. Not to make you feel silly.
0:12:42 > 0:12:45- But it was a great offer, wasn't it? - It was a great offer.
0:12:45 > 0:12:49You looked like you didn't trust me. You did seem to question me.
0:12:49 > 0:12:51- He's German, you see. - LAUGHTER
0:12:52 > 0:12:54- It does matter if you're on... Are you on holiday here?- Yes.
0:12:54 > 0:12:58Yeah, you're having a good time, you think it's all right.
0:12:58 > 0:12:59Doesn't matter.
0:12:59 > 0:13:03It takes a second and I could be booking myself a flight somewhere fantastic.
0:13:03 > 0:13:05You just go to a restaurant,
0:13:05 > 0:13:08you order a meal because you're with your friends
0:13:08 > 0:13:10and you want to have a good time.
0:13:10 > 0:13:15How long it takes to clone a credit card isn't the first thing that comes into your mind.
0:13:16 > 0:13:18The truth is I don't work here.
0:13:19 > 0:13:21- No?- All right.
0:13:21 > 0:13:22We're filming it for the BBC
0:13:22 > 0:13:27and we were trying to see if people would hand over their credit card.
0:13:27 > 0:13:31- I handed it over because you had a trusting face. - SHE GASPS
0:13:31 > 0:13:33Well, exactly. But the point is,
0:13:33 > 0:13:35I could have taken that back there
0:13:35 > 0:13:38and before you know it, you would have been paying for a nice new handbag for me
0:13:38 > 0:13:41and a new pair of shoes
0:13:41 > 0:13:43and maybe even a holiday.
0:13:43 > 0:13:48And it seems for some people, once bitten isn't necessarily twice shy.
0:13:49 > 0:13:51I've just got that new card. The last one got cloned.
0:13:52 > 0:13:54- So you've already been through this? - Yeah.
0:13:54 > 0:13:59- And you still didn't think of not handing it over?- That's right.
0:14:00 > 0:14:02So there you go. In the space of about an hour,
0:14:02 > 0:14:04I managed to get five credit cards
0:14:04 > 0:14:07and lucky I didn't have a portable skimming device in the back.
0:14:07 > 0:14:11Remember, just because you are on holiday, don't let your credit card out of your sight
0:14:11 > 0:14:14and if you think something dodgy has happened,
0:14:14 > 0:14:17call your credit card company immediately.
0:14:17 > 0:14:19And if you are in doubt, pay in cash.
0:14:24 > 0:14:26Most of us scrimp and save for our annual holiday
0:14:26 > 0:14:31and in return for our hard-earned cash, we expect airlines and tour operators
0:14:31 > 0:14:33to make sure our trip runs smoothly.
0:14:34 > 0:14:37But what if you're one of the 500 million passengers a year
0:14:37 > 0:14:41that experiences a flight delay or cancellation?
0:14:41 > 0:14:45In the confusion of simply trying to get to your final destination,
0:14:45 > 0:14:49it can be very unclear whose responsibility it is to help you.
0:14:49 > 0:14:52For Liam and Alana, delays to the first leg of their journey
0:14:52 > 0:14:56left them spending the first night of their once-in-a-lifetime holiday
0:14:56 > 0:14:59sleeping on a freezing airport floor.
0:14:59 > 0:15:00We found a little corner
0:15:00 > 0:15:07and we tried to take some clothes out of the suitcases just to lie on
0:15:07 > 0:15:09because it was a marble floor, it was freezing cold.
0:15:09 > 0:15:11It was really uncomfortable.
0:15:11 > 0:15:17We put our wallet and purse into the actual suitcase and locked it
0:15:17 > 0:15:20because we were nervous about having to sleep across from the main door.
0:15:20 > 0:15:23It was a dismal start to the holiday
0:15:23 > 0:15:26but the couple were still determined to make the best of it.
0:15:26 > 0:15:29That morning, they flew to Fort Lauderdale, Florida,
0:15:29 > 0:15:32to meet Alana's parents on board the cruise ship.
0:15:34 > 0:15:37But when they touched down, they got yet another nasty surprise.
0:15:37 > 0:15:41It became really apparent straightaway
0:15:41 > 0:15:42that our luggage wasn't coming.
0:15:42 > 0:15:44It was, you know, that sinking feeling again
0:15:44 > 0:15:46of this is another thing to add to the list
0:15:46 > 0:15:48of the nightmare holiday so far.
0:15:49 > 0:15:53With just 45 minutes before the ship was due to sail,
0:15:53 > 0:15:55the couple had no option but to head for the dock
0:15:55 > 0:15:59and hope their bags made it onto the ship at its first port of call.
0:15:59 > 0:16:01Until then, with shops on board,
0:16:01 > 0:16:05there were plenty of places to get replacement clothes and toiletries.
0:16:05 > 0:16:10What are your rights as far as buying clothes, toiletries,
0:16:10 > 0:16:13things that have gone elsewhere with your baggage?
0:16:14 > 0:16:18When your bags are delayed, the airline has a responsibility
0:16:18 > 0:16:21to, obviously, try and find those bags.
0:16:21 > 0:16:24So once it is established that the bag is actually lost,
0:16:24 > 0:16:27at that point they will have their own policy
0:16:27 > 0:16:30as to how much they're going to give you at that point,
0:16:30 > 0:16:32to go and buy, say, toiletries
0:16:32 > 0:16:35or maybe a change of underwear or a change of clothing.
0:16:35 > 0:16:40On average, it works out at roughly 100, £100, a day.
0:16:40 > 0:16:43But that varies across the industry.
0:16:43 > 0:16:45Airlines do things differently.
0:16:45 > 0:16:47Some will actually say, "We're terribly sorry.
0:16:47 > 0:16:50"You see those shops over there? Go and choose a few things
0:16:50 > 0:16:52"and we'll pay the bill."
0:16:52 > 0:16:55That's getting rarer and rarer.
0:16:55 > 0:16:59But generally, they will just say, "Sort yourself out, send us the bill,
0:16:59 > 0:17:01"and as long as it's reasonable, we will pay."
0:17:01 > 0:17:06Continental Airlines did in fact tell Liam and Alana to do just that
0:17:06 > 0:17:09and offered them up to 150 each per day.
0:17:09 > 0:17:14After five days of no bags, that went up to 300 each.
0:17:14 > 0:17:17It might sound like a good deal but there was one big problem.
0:17:17 > 0:17:23We remembered that we hadn't taken our purse and our wallet out of the luggage
0:17:23 > 0:17:27and that was... that hadn't made it to the ship.
0:17:27 > 0:17:32So we realised that we had no money until that turned up.
0:17:32 > 0:17:37Royal Caribbean gave the couple 150 to spend as a goodwill gesture.
0:17:37 > 0:17:42But they kept hoping their luggage, with their money and credit cards inside, would turn up.
0:17:42 > 0:17:44What made things worse for Liam and Alana was
0:17:44 > 0:17:49the fact that all their credit cards and money was in their luggage
0:17:49 > 0:17:50that got lost.
0:17:50 > 0:17:52Presumably, that is a big no-no.
0:17:52 > 0:17:55Every time you put your bag on the scales,
0:17:55 > 0:17:58assume you are never, ever going to see it again.
0:17:58 > 0:18:00And if there's stuff in there that you don't want to lose,
0:18:00 > 0:18:02don't check it in.
0:18:02 > 0:18:07You actually feel embarrassed to say, "I put my wallet in my suitcase
0:18:07 > 0:18:09"and my suitcase is now lost."
0:18:09 > 0:18:13But under the circumstances, everybody would probably have done the exact same thing.
0:18:13 > 0:18:16We offered to buy them clothes when we stopped a port,
0:18:16 > 0:18:19but Liam and Alana said, "No, it's OK, the luggage will be there when we get back."
0:18:19 > 0:18:23And this happened time and time again at the different ports.
0:18:23 > 0:18:27And it soon became apparent that it was just a disaster.
0:18:27 > 0:18:30In the end, the couple's luggage didn't turn up
0:18:30 > 0:18:33until four days after they'd returned to Scotland.
0:18:33 > 0:18:37Without the right clothes, they felt they couldn't join in some activities,
0:18:37 > 0:18:40although other passengers had a good time.
0:18:40 > 0:18:46When the realisation hit that we weren't going to have our clothes for the entire holiday,
0:18:46 > 0:18:47I just cried.
0:18:47 > 0:18:50Every night when we were in the room, I cried.
0:18:50 > 0:18:52I was devastated for Alana and Liam.
0:18:52 > 0:18:55I mean, they were so sad during the entire holiday.
0:18:55 > 0:18:59Still to come, Liam and Alana try to establish
0:18:59 > 0:19:01just who to turn to for help.
0:19:01 > 0:19:04And where should you go if you experience the same problems?
0:19:08 > 0:19:13When you're abroad, your passport and plenty of currency are your travel essentials.
0:19:13 > 0:19:16But us Brits need to keep our wits about us
0:19:16 > 0:19:19because thieves have found loads of ways...
0:19:21 > 0:19:23of getting their hands on them.
0:19:23 > 0:19:28An astonishing one in ten of us have been the victim of petty theft abroad
0:19:28 > 0:19:32and what's the number one thing thieves are targeting? Our cash.
0:19:33 > 0:19:35We met a couple in Majorca
0:19:35 > 0:19:38and they grabbed her one night
0:19:38 > 0:19:40as we were walking along the road for her bag.
0:19:40 > 0:19:44They'd actually seen her pay for something out of her bag.
0:19:44 > 0:19:48Yes, conspicuously carrying large amounts of cash can make you a target
0:19:48 > 0:19:52but we need to keep some money on us, so where do you draw the line?
0:19:52 > 0:19:56I'm meeting a travel expert based here in Gran Canaria
0:19:56 > 0:19:57to get some advice.
0:19:57 > 0:20:00- Now, I brought quite a bit of cash with me on holiday.- Right.
0:20:00 > 0:20:02I think the best thing for me to do
0:20:02 > 0:20:05- is to keep it all in my purse in my handbag.- OK.
0:20:05 > 0:20:09- Is that a good idea? - It's like when you're at school
0:20:09 > 0:20:12and somebody sticks a "Kick me" sticker on your back.
0:20:12 > 0:20:15You're kind of like asking for people to rob you.
0:20:15 > 0:20:18So take the bare minimum with you.
0:20:18 > 0:20:21Obviously, if you're hanging around the hotel pool all day,
0:20:21 > 0:20:23it's easy to pop back to your room
0:20:23 > 0:20:25but what if you're out for longer?
0:20:25 > 0:20:28Try and work out how much do I think I'm going to spend today
0:20:28 > 0:20:34and if you really like something, then just come back the next day
0:20:34 > 0:20:36with more money.
0:20:36 > 0:20:40But it's not always best to go shopping with cash.
0:20:40 > 0:20:43It's a good idea to use your credit card for shopping abroad
0:20:43 > 0:20:46because you're going to get a decent rate of exchange
0:20:46 > 0:20:48and you won't have to pay for it for a long time afterwards.
0:20:48 > 0:20:51Furthermore, if there's anything wrong with what you buy,
0:20:51 > 0:20:54well, you could get some consumer protection.
0:20:54 > 0:20:59Yes, when you use your credit card to buy something costing between £100 and £30,000,
0:20:59 > 0:21:03you're covered under section 75 of the Consumer Credit Act.
0:21:03 > 0:21:07So if you're a victim of fraud, you won't be financially liable
0:21:07 > 0:21:09and if your new purchase is faulty,
0:21:09 > 0:21:11the credit card company will refund you
0:21:11 > 0:21:14and take it up with the shop or manufacturer so you don't have to.
0:21:16 > 0:21:17If you are buying something big,
0:21:17 > 0:21:21what's the best way to pay for something abroad - cash or credit card?
0:21:21 > 0:21:23- It is your credit card, isn't it? - Yes.
0:21:25 > 0:21:29Thanks to chip and pin, paying by credit card ought to be safer
0:21:29 > 0:21:32but many shops abroad, including, surprisingly, the US,
0:21:32 > 0:21:35still only require a signature.
0:21:35 > 0:21:37With the advent of chip and pin,
0:21:37 > 0:21:41which took longer to catch on in mainland Europe
0:21:41 > 0:21:43than it did in the UK,
0:21:43 > 0:21:46you shouldn't be separated from your credit card.
0:21:46 > 0:21:48They should be able to charge you in front of you.
0:21:48 > 0:21:51Before, they could have taken the card and duplicated it.
0:21:51 > 0:21:54If your card is stolen or cloned and you report it quickly,
0:21:54 > 0:21:56you shouldn't lose any money,
0:21:56 > 0:22:00but even if you are protected, no-one wants to be a victim.
0:22:00 > 0:22:04- Nobody knows my bag is stuffed full of cash.- Yeah.
0:22:04 > 0:22:07So how would a criminal know?
0:22:07 > 0:22:12You're a tourist. You might be dressed for the occasion.
0:22:12 > 0:22:16That you've got maybe a designer handbag.
0:22:16 > 0:22:19What kind of people are going to be targeting me, then?
0:22:19 > 0:22:21Is it going to be people in the restaurant?
0:22:21 > 0:22:23Is it going to be me walking along the prom?
0:22:23 > 0:22:28I'd say you're more likely to be in danger of losing money
0:22:28 > 0:22:31on your walk, on your way to the restaurant, than in the restaurant itself.
0:22:32 > 0:22:34And it's not just when out and about
0:22:34 > 0:22:36that people risk having their cards and cash swiped.
0:22:36 > 0:22:39If you leave your valuables indoors, it's best to use a safe.
0:22:40 > 0:22:43I leave my money with my passport and then I bring out a bit
0:22:43 > 0:22:45every day.
0:22:45 > 0:22:48- And this is just the drawer next to the bed?- Mm.
0:22:48 > 0:22:51It's not even by the bed. It's in the kitchen as you walk in.
0:22:51 > 0:22:54Right by the door, isn't it? Even I know where she put it.
0:22:54 > 0:22:57Sometimes you figure, you've spent enough on the hotel room,
0:22:57 > 0:23:00do I want to spend another ten euros on the safe?
0:23:00 > 0:23:05It's a short-term payment that could save you in the long term.
0:23:05 > 0:23:08Unless you want to be stung in the future,
0:23:08 > 0:23:11you've got to make these small sacrifices.
0:23:11 > 0:23:13So you heard it from Matthew.
0:23:13 > 0:23:18When you're on holiday, never forget how valuable your passport and your money are.
0:23:18 > 0:23:20If they are essential to you,
0:23:20 > 0:23:23a trickster will want to get their hands on them as well.
0:23:27 > 0:23:31Well, as we've seen, airline delays, lost luggage,
0:23:31 > 0:23:32they can both cause misery for travellers
0:23:32 > 0:23:35right at the very start of their holiday.
0:23:35 > 0:23:37So what can you do to avoid them?
0:23:37 > 0:23:39Here are your travel essentials.
0:23:41 > 0:23:45An early departure is less likely to be delayed than a later flight,
0:23:45 > 0:23:48due to the ripple effect of delays throughout the day.
0:23:48 > 0:23:52And if you are delayed, you'll have more chance of getting on another flight the same day.
0:23:54 > 0:23:59Fly direct. Not only are you less likely to lose your luggage,
0:23:59 > 0:24:01you're also less likely to be delayed.
0:24:01 > 0:24:05If you have to book a connection, try to leave at least a few hours between flights,
0:24:05 > 0:24:10so you and your bags have plenty of time to make the second plane.
0:24:10 > 0:24:14Call or check the airline's website before you leave the house
0:24:14 > 0:24:16to find out your flight's status.
0:24:16 > 0:24:19If there's a problem, try to rebook over the phone
0:24:19 > 0:24:21and avoid chaos at the airport.
0:24:25 > 0:24:2918 months on, Liam and Alana are still trying to find out
0:24:29 > 0:24:31how their dream holiday almost turned into a nightmare
0:24:31 > 0:24:35and who's responsible for the loss of their luggage and the flight delays.
0:24:35 > 0:24:39When they got home, they contacted Continental Airlines.
0:24:39 > 0:24:43They only thing they ever, ever offered us was
0:24:43 > 0:24:46a 1,000 travel voucher
0:24:46 > 0:24:50but we had to travel with Continental.
0:24:50 > 0:24:53Which, when you spend £3,000 on a dream holiday
0:24:53 > 0:24:56and it's ruined by an airline
0:24:56 > 0:25:02and their way of saying sorry is by saying, "Here's 1,000 to travel on this airline again,"
0:25:02 > 0:25:05was completely laughable.
0:25:05 > 0:25:09Under EU rules, they were not eligible for financial compensation
0:25:09 > 0:25:13because the delay was caused by a freak snowstorm.
0:25:13 > 0:25:17But they should still have been given food, drink and accommodation.
0:25:18 > 0:25:22Now, the airline said, "We're not taking responsibility for bad weather
0:25:22 > 0:25:26"but here are 1,000 worth of vouchers."
0:25:26 > 0:25:28What do you think of that as a result?
0:25:28 > 0:25:31Take the vouchers and use them wisely.
0:25:31 > 0:25:35Honestly, they're more than legally you can expect.
0:25:35 > 0:25:37And with a bit of luck,
0:25:37 > 0:25:41they'd just about buy a couple of off-peak return tickets to New York,
0:25:41 > 0:25:43when, hopefully, the flight won't be delayed
0:25:43 > 0:25:48and it will be a terrific way to get an extra weekend break at the airline's expense.
0:25:48 > 0:25:49In addition to the voucher,
0:25:49 > 0:25:54Continental Airlines also offered to reimburse the cost of new clothes for the couple,
0:25:54 > 0:25:55an offer they rejected.
0:25:55 > 0:25:59The airline has now been taken over by United Airlines.
0:25:59 > 0:26:03We contacted them on the couple's behalf and they said:
0:26:25 > 0:26:27The airline was only responsible for the loss of luggage
0:26:27 > 0:26:31and the couple have nothing but praise for Royal Caribbean.
0:26:31 > 0:26:33At the time, I didn't feel
0:26:33 > 0:26:39that they even had a duty to take any responsibility but they did.
0:26:39 > 0:26:42Any obstacle that came from us not having luggage,
0:26:42 > 0:26:46they put something in place that could, you know, make us enjoy
0:26:46 > 0:26:48our holiday as much as we possibly could.
0:26:48 > 0:26:52But their holiday was booked as a package deal with the cruise operator,
0:26:52 > 0:26:55so what difference does this actually make?
0:26:55 > 0:26:59One of the big advantages, presumably, of booking a package
0:26:59 > 0:27:02is that you do have someone else to go to if something goes wrong.
0:27:02 > 0:27:05Yes, when you have a package,
0:27:05 > 0:27:09the package operator is responsible for you from end to end.
0:27:09 > 0:27:11And then do contact them.
0:27:11 > 0:27:15The moment you have a problem, it's better to seek assistance
0:27:15 > 0:27:18and get them to advise you what to do,
0:27:18 > 0:27:20rather than just to ignore it
0:27:20 > 0:27:23and potentially get yourself in a worse situation.
0:27:23 > 0:27:27So the buck actually stops with tour operators Royal Caribbean.
0:27:27 > 0:27:29They told us:
0:27:39 > 0:27:43And since we spoke to them, Royal Caribbean have been in touch with the couple
0:27:43 > 0:27:44and agreed a resolution.
0:27:44 > 0:27:50Liam and Alana have also decided to accept vouchers worth 650 each
0:27:50 > 0:27:52from United Airlines.
0:27:52 > 0:27:57So there you go. If you've booked a package, it's the tour operator's responsibility
0:27:57 > 0:28:00to make sure you get the holiday you paid for.
0:28:00 > 0:28:04So if there's a problem, go straight to them and you won't get done.
0:28:04 > 0:28:07Join us next time for more Don't Get Done In The Sun.
0:28:11 > 0:28:13Subtitles by Red Bee Media Ltd