0:00:02 > 0:00:03Who's left you feeling ripped off
0:00:03 > 0:00:05when it comes to travel and holidays?
0:00:05 > 0:00:09You couldn't wait to tell us your holiday disasters.
0:00:09 > 0:00:12Don't understand how people can do this to other people.
0:00:12 > 0:00:16I wanted to cry then. More than enough.
0:00:16 > 0:00:19So, whether it's a deliberate rip-off, a simple mistake,
0:00:19 > 0:00:21or a catch in the small print,
0:00:21 > 0:00:24we'll find out why you're out of pocket
0:00:24 > 0:00:26and what you can do about it.
0:00:26 > 0:00:29Keep asking the questions, you know, go to the top if you have to.
0:00:29 > 0:00:32We do get results. I mean, that's the interesting thing.
0:00:32 > 0:00:35Your stories. Your money.
0:00:35 > 0:00:36This is Rip Off Britain.
0:00:38 > 0:00:41Hello and welcome to Rip Off Britain,
0:00:41 > 0:00:42where we fight your corner
0:00:42 > 0:00:45when you feel you've been let down or left out of pocket.
0:00:45 > 0:00:48All the situations we'll be investigating this time
0:00:48 > 0:00:49are to do with holidays or travel,
0:00:49 > 0:00:53whether that's to somewhere sunny abroad like this,
0:00:53 > 0:00:54or back home in the UK.
0:00:54 > 0:00:56And today we're going to be tackling something that we know
0:00:56 > 0:01:01from all your letters and e-mails makes you absolutely furious.
0:01:01 > 0:01:03And that's those unexpected costs
0:01:03 > 0:01:07and extra charges that come to light only after you've already
0:01:07 > 0:01:10signed on the dotted line and handed over your cash.
0:01:10 > 0:01:13By which time, of course, you're told you have no choice,
0:01:13 > 0:01:14you just have to pay up.
0:01:14 > 0:01:17Now those extra costs can make all the difference
0:01:17 > 0:01:19when you've tightly budgeted for the cost of a trip.
0:01:19 > 0:01:22And although in some of the cases we'll be hearing about it's the
0:01:22 > 0:01:26principle of having to pay more that makes you really, really angry,
0:01:26 > 0:01:29in others, as you'll see, the consequences can be devastating.
0:01:31 > 0:01:35Coming up - why this couple is furious about being asked to pay
0:01:35 > 0:01:38a cancellation fee for hundreds of pounds
0:01:38 > 0:01:41when it wasn't them that cancelled their holiday.
0:01:41 > 0:01:45To make such an excessive charge for something that was
0:01:45 > 0:01:50not our fault leaves me absolutely astounded.
0:01:50 > 0:01:53And we'll unravel the costs and complications
0:01:53 > 0:01:55of checking in airline baggage.
0:01:55 > 0:01:57It's all because they think they can make more money
0:01:57 > 0:01:59out of you and me, the traveller,
0:01:59 > 0:02:02and they don't care how confused we are.
0:02:02 > 0:02:05Next, of all the stories you've sent us about travel insurance
0:02:05 > 0:02:08not paying out, this is one of the most shocking.
0:02:08 > 0:02:10Not just because of what happened at the start,
0:02:10 > 0:02:13but also because of the amount of time it's taken
0:02:13 > 0:02:15to resolve the situation.
0:02:15 > 0:02:17And then there's the fact that the company in question
0:02:17 > 0:02:21isn't some online firm offering bargain-basement cover.
0:02:21 > 0:02:24It's one of the most respected names in the business.
0:02:25 > 0:02:28For Robert Robb and his wife Patricia from Dundee,
0:02:28 > 0:02:32Tenerife has always been a favourite destination.
0:02:32 > 0:02:36They typically went there at least three times a year to visit friends.
0:02:36 > 0:02:39We loved it there, basically, it was just quiet enough for us.
0:02:39 > 0:02:41They had golf, bowling, everything I wanted to do.
0:02:41 > 0:02:43We enjoyed the area so much
0:02:43 > 0:02:46we were seriously thinking about retiring to the area.
0:02:46 > 0:02:50Robert always has travel insurance when he goes away.
0:02:50 > 0:02:52And on his last trip he'd bought, through a local broker,
0:02:52 > 0:02:56an annual policy with Japanese company Tokio Marine,
0:02:56 > 0:03:00not a household name in the UK, but a huge player internationally,
0:03:00 > 0:03:03with policies highly regarded within the industry itself.
0:03:03 > 0:03:06So, as the couple had had their share of health problems,
0:03:06 > 0:03:10it gave them peace of mind as they planned their next trip.
0:03:10 > 0:03:14I declared my type two diabetes and slightly high blood pressure.
0:03:14 > 0:03:16Patricia declared her high blood pressure
0:03:16 > 0:03:18and a few other conditions she had.
0:03:18 > 0:03:23We made a clear, defined declaration of our conditions.
0:03:23 > 0:03:26But their visit to Tenerife in August 2009
0:03:26 > 0:03:31was far from the relaxing break they had been looking forward to.
0:03:31 > 0:03:34I just heard a noise from the bedroom and went through
0:03:34 > 0:03:37and found Patricia on the floor.
0:03:37 > 0:03:39A friend called an ambulance straight away.
0:03:41 > 0:03:44Patricia was rushed straight to hospital.
0:03:44 > 0:03:46And as all Robert wanted was for his wife to be looked after,
0:03:46 > 0:03:50he didn't immediately worry about which one she went to.
0:03:50 > 0:03:51In fact Patricia had been taken
0:03:51 > 0:03:53to one of the island's private hospitals
0:03:53 > 0:03:58where her serious condition would also mean a serious bill.
0:03:58 > 0:04:00Patricia was whisked straight in,
0:04:00 > 0:04:02and, of course, with the language barrier
0:04:02 > 0:04:04I was taken to an interpreter's office,
0:04:04 > 0:04:08giving them all the details, giving them the insurance,
0:04:08 > 0:04:11giving the medical card, filled out all the forms
0:04:11 > 0:04:12and, erm, sat and waited.
0:04:12 > 0:04:16Within an hour, doctors broke the devastating news to Robert
0:04:16 > 0:04:18that his wife had had a brain haemorrhage.
0:04:18 > 0:04:20I was just in shock, I think,
0:04:20 > 0:04:24because you did not expect somebody to have a serious thing like that,
0:04:24 > 0:04:26especially at 40-odd years of age.
0:04:26 > 0:04:29With Patricia still in intensive care, the last thing Robert wanted
0:04:29 > 0:04:33was to have to worry about how the hospital bill was going to be paid.
0:04:33 > 0:04:36But after five days he discovered that his travel insurance
0:04:36 > 0:04:38wouldn't pay for any of the costs.
0:04:40 > 0:04:43From Tenerife, Robert tried to contact the insurance helpline
0:04:43 > 0:04:44to get some answers.
0:04:44 > 0:04:47All they would tell me is that I would have to
0:04:47 > 0:04:51put a complaint in once I got back to the UK.
0:04:51 > 0:04:54With Tokio Marine refusing to foot the bill,
0:04:54 > 0:04:57the hospital said they would no longer continue to treat Patricia,
0:04:57 > 0:05:00and that the couple would have to settle the bill
0:05:00 > 0:05:03of over 9,000 euros already run up.
0:05:03 > 0:05:07So Patricia was faced with a difficult move across the island
0:05:07 > 0:05:09to a government-funded hospital where,
0:05:09 > 0:05:12thanks to her European Health Insurance card,
0:05:12 > 0:05:13she wouldn't have to pay.
0:05:13 > 0:05:17I basically felt that she was just being turfed out from the hospital
0:05:17 > 0:05:19into the car park, waiting for an ambulance
0:05:19 > 0:05:21and then we were zoomed up the road.
0:05:21 > 0:05:25I really didn't think she should be moved at that time.
0:05:25 > 0:05:29Before they set off, Robert also had to settle that huge bill,
0:05:29 > 0:05:33and he had no other choice but to pay on his credit cards.
0:05:33 > 0:05:35Having to pay for the thing myself
0:05:35 > 0:05:38and then trying to solve the entire situation.
0:05:38 > 0:05:42If you can imagine what that feels like, it is terrifying.
0:05:43 > 0:05:45Now seriously short of cash,
0:05:45 > 0:05:49Robert couldn't afford to stay near Patricia's new hospital.
0:05:49 > 0:05:52He ended up staying in apartments borrowed from friends,
0:05:52 > 0:05:54up to 60 miles away.
0:05:54 > 0:05:56And he had to keep making the journey to the hospital
0:05:56 > 0:05:58for the next 11 days.
0:05:58 > 0:06:00Went to the hospital to see Patricia.
0:06:00 > 0:06:02She couldn't make herself understood,
0:06:02 > 0:06:06so I drew up little diagrams for her in the hospital
0:06:06 > 0:06:09because there were no interpreters in that hospital,
0:06:09 > 0:06:12pointing out when she wanted food, drink, to go to the toilet,
0:06:12 > 0:06:16or she felt unwell, and she could just point with her left hand
0:06:16 > 0:06:20for the nurses, exactly what she wanted. Erm...
0:06:23 > 0:06:25(Difficult.)
0:06:25 > 0:06:28At last, doctors decided Patricia was well enough to fly.
0:06:28 > 0:06:30But with no insurance footing the bill,
0:06:30 > 0:06:33there was no question of a "medical evacuation" to get them home.
0:06:33 > 0:06:36They had to travel on an ordinary flight.
0:06:36 > 0:06:39Just that we'd left there. I just was so glad to be going home.
0:06:41 > 0:06:43But when they were safely home,
0:06:43 > 0:06:46Robert still had that massive credit card bill to clear.
0:06:46 > 0:06:50The only way he could raise the money was to re-mortgage their home.
0:06:50 > 0:06:53And he still couldn't understand why their insurance
0:06:53 > 0:06:55hadn't covered them when they needed it most.
0:06:57 > 0:07:00I finally got told we hadn't declared all our medical conditions,
0:07:00 > 0:07:02which was a complete surprise to me
0:07:02 > 0:07:05because we believed we'd declared all our medical conditions
0:07:05 > 0:07:09and our broker had all the medical conditions in...
0:07:09 > 0:07:11as far as we were concerned
0:07:11 > 0:07:14he had a copy of them all and he passed them on to Tokio Marine.
0:07:14 > 0:07:15He arranged it.
0:07:16 > 0:07:18But Tokio Marine insisted
0:07:18 > 0:07:21they hadn't had the necessary information from anyone,
0:07:21 > 0:07:24and without it, the couple simply weren't covered.
0:07:24 > 0:07:26The insurers and the insurance broker,
0:07:26 > 0:07:29I just felt they'd completely washed their hands of me,
0:07:29 > 0:07:31which of course we didn't agree with,
0:07:31 > 0:07:33and then we had to start fighting the case,
0:07:33 > 0:07:36and the only way to fight the case, you can't afford a lawyer,
0:07:36 > 0:07:39so you have to go through the Ombudsman.
0:07:39 > 0:07:43The Ombudsman took on the case but it can be a slow process.
0:07:43 > 0:07:46Though they ruled in the couple's favour, the company appealed.
0:07:46 > 0:07:48And it was only in August last year,
0:07:48 > 0:07:51three years after it all happened,
0:07:51 > 0:07:53that the Ombudsman told Tokio Marine
0:07:53 > 0:07:55they had to honour the claim and pay out
0:07:55 > 0:07:59on the grounds that Patricia's pre-existing conditions had nothing
0:07:59 > 0:08:02to do with the brain haemorrhage she'd suffered on holiday.
0:08:02 > 0:08:05I had no idea whether I was going to win the case or not
0:08:05 > 0:08:06and he guided me through it.
0:08:06 > 0:08:10When I finally found out I'd won the case I was quite elated.
0:08:10 > 0:08:12The payment covered most of the medical bills and some
0:08:12 > 0:08:16of the expenses that Robert incurred whilst Patricia was in hospital.
0:08:16 > 0:08:19Robert feels it should have included compensation
0:08:19 > 0:08:23for the three years of stress and worry he had fighting the claim.
0:08:23 > 0:08:26But when we contacted Tokio Marine, they were very clear that,
0:08:26 > 0:08:28though sympathetic about all that had happened,
0:08:28 > 0:08:32they still don't feel they should have had to pay anything at all.
0:08:33 > 0:08:35They maintain they were told nothing
0:08:35 > 0:08:37about the couple's medical conditions,
0:08:37 > 0:08:39and stressed that an insurance contract...
0:08:44 > 0:08:45They also told us
0:08:45 > 0:08:50that a qualified medical expert had confirmed their view that Patricia's
0:08:50 > 0:08:54pre-existing conditions were linked to the events in Tenerife.
0:08:54 > 0:08:55As such, they were...
0:09:04 > 0:09:07We also contacted the broker who'd sold the policy,
0:09:07 > 0:09:11and though he wouldn't comment in detail as the complaint is ongoing,
0:09:11 > 0:09:15he disagreed with what Robert remembers, saying he wasn't aware
0:09:15 > 0:09:17of the couple's medical conditions.
0:09:17 > 0:09:19He doesn't keep records of such things,
0:09:19 > 0:09:22and it was up to them to pass on that to the insurer.
0:09:24 > 0:09:28Meanwhile, though delighted the Ombudsman found in their favour,
0:09:28 > 0:09:30Robert and Patricia are frustrated
0:09:30 > 0:09:32that getting this resolved has taken so long.
0:09:32 > 0:09:34He says it's stressful for me
0:09:34 > 0:09:38but he had it all on his shoulders when we were in Tenerife.
0:09:39 > 0:09:44To think we went away with two credit cards, the EHIC cards,
0:09:44 > 0:09:46and insurance cards,
0:09:46 > 0:09:48we basically did belt and braces,
0:09:48 > 0:09:51and to think we still had that problem
0:09:51 > 0:09:54I still find it incredibly difficult to believe.
0:09:54 > 0:09:55We did everything we possibly could.
0:10:02 > 0:10:05Now whether you're someone who travels light,
0:10:05 > 0:10:07and I hold my hand up, that's not me,
0:10:07 > 0:10:09or you pack everything but the kitchen sink,
0:10:09 > 0:10:13if you're going abroad, you'll usually need to take some luggage.
0:10:13 > 0:10:16And I'm afraid that's a lot more complicated than it used to be.
0:10:16 > 0:10:18Now we know from your letters and e-mails
0:10:18 > 0:10:20just how frustrating many of you find it
0:10:20 > 0:10:24when nowadays you'll often have to pay for the privilege
0:10:24 > 0:10:25of taking a bag on a plane.
0:10:25 > 0:10:29And that's made even worse by the fact that no two airlines
0:10:29 > 0:10:33seem to agree on what size and weight they'll let you check in
0:10:33 > 0:10:34or indeed carry on board.
0:10:38 > 0:10:40I just guess, I never weigh mine.
0:10:40 > 0:10:43My partner always weighs his case but I never weigh mine.
0:10:43 > 0:10:46We've got, like, 20 kilos, one hand luggage...
0:10:46 > 0:10:48erm, baggage what you put through the hold
0:10:48 > 0:10:51and we've got two hand luggages of ten kilos.
0:10:51 > 0:10:52So it is a bit confusing.
0:10:54 > 0:10:57Big bags are big business for the airlines,
0:10:57 > 0:11:00but it isn't always obvious when you're comparing flight costs
0:11:00 > 0:11:03how much taking your bags will add to the price.
0:11:03 > 0:11:06Because even if the cost per bag is clearly displayed,
0:11:06 > 0:11:07and sometimes it's not,
0:11:07 > 0:11:11it can be much harder to fathom what weight that bag can be
0:11:11 > 0:11:13or whether your baggage allowance can be spread
0:11:13 > 0:11:15between different members of the group.
0:11:17 > 0:11:20However reluctantly, most of us have got used to the idea
0:11:20 > 0:11:25of having to pay to check in a bag if we book with a bargain airline.
0:11:25 > 0:11:28But you know, it's the sheer inconsistency of the rules
0:11:28 > 0:11:31that you've told us can leave you feeling confused, angry,
0:11:31 > 0:11:33and very often out of pocket.
0:11:33 > 0:11:36Airlines have wildly different policies on baggage.
0:11:36 > 0:11:39For instance, the standard allowance for a checked-in bag
0:11:39 > 0:11:44on a Thomson Airways package holiday is 15kg.
0:11:44 > 0:11:47But with rival Monarch you can carry up to 20.
0:11:47 > 0:11:51Book with the budget airlines and it's an equally mixed picture.
0:11:51 > 0:11:54Although you'll always have to pay to check in a bag,
0:11:54 > 0:11:56with EasyJet it can be 20 kilos.
0:11:59 > 0:12:02Yet fly with rival Jet2 and you can pack a bit extra.
0:12:02 > 0:12:04They allow 22 kilos.
0:12:07 > 0:12:12It's all very confusing. And getting it wrong can cost you dear.
0:12:12 > 0:12:14The problems and the charges really start to hit
0:12:14 > 0:12:18if you haven't been able to squeeze it all into your allowance.
0:12:19 > 0:12:23Because if bag charges are a useful little earner for the airlines,
0:12:23 > 0:12:25excess fees can be a goldmine.
0:12:27 > 0:12:30Stray over the limit and Flybe charge you at least £12
0:12:30 > 0:12:32for every kilo you are over.
0:12:32 > 0:12:36With Thomas Cook Airlines it's a heftier £14.
0:12:38 > 0:12:39The question is,
0:12:39 > 0:12:43why can't the airlines just agree a common set of rules?
0:12:43 > 0:12:47That way we'd all know exactly how much we should be packing.
0:12:49 > 0:12:52You might want to ask an older person about the good old days
0:12:52 > 0:12:57when there was a consistent weight limit around the world of 20kg.
0:12:57 > 0:13:01That has gone years ago. What you've got now is every airline
0:13:01 > 0:13:05setting its own policy for its own commercial reasons.
0:13:05 > 0:13:08The budget airlines want to set the bar as low as possible.
0:13:08 > 0:13:1215kg cos then they can charge you more for carrying more.
0:13:12 > 0:13:15An airline like British Airways wants to say,
0:13:15 > 0:13:16"We're a bit of a cut above the rest,
0:13:16 > 0:13:19"23kg to you, sir or madam."
0:13:19 > 0:13:23And then you have the Arab gulf-based airlines,
0:13:23 > 0:13:25Etihad, Emirates saying,
0:13:25 > 0:13:29"Even in Economy, you can carry 30kg of luggage.
0:13:29 > 0:13:32It's all because they think they can make more money
0:13:32 > 0:13:36out of you and me, the traveller, and they don't care how confused we are.
0:13:36 > 0:13:39One way to avoid getting caught out at the airport is to invest in
0:13:39 > 0:13:43some luggage scales so that you can weigh your bags before you set off.
0:13:43 > 0:13:46Now they usually only cost a few quid, they're quite neat,
0:13:46 > 0:13:48but they could save you a lot of bother and expense
0:13:48 > 0:13:51when you actually get to the check-in desk.
0:13:51 > 0:13:52But you may also need a tape measure.
0:13:52 > 0:13:54That is where this is actually quite useful
0:13:54 > 0:13:57because you have got the weighing and the tape measure.
0:13:57 > 0:13:59Whereas with the bags you want to check in
0:13:59 > 0:14:01it's weight that's the issue,
0:14:01 > 0:14:05when it comes to hand luggage it's size that really does matter.
0:14:06 > 0:14:10Once again, pick an airline, pick a different set of rules.
0:14:10 > 0:14:14With carry-on bags, even the main scheduled carriers can't agree.
0:14:14 > 0:14:18For instance, BA will let you take a bag a full ten centimetres wider
0:14:18 > 0:14:21than KLM would allow.
0:14:21 > 0:14:22To keep all the airlines happy,
0:14:22 > 0:14:26you'd end up with a house full of different-sized bags!
0:14:26 > 0:14:27The rules may vary,
0:14:27 > 0:14:30but one thing most airlines would agree on is that,
0:14:30 > 0:14:32provided you stick to them,
0:14:32 > 0:14:34carrying on your hand luggage is free.
0:14:34 > 0:14:38Or at least that was the case. But not any more.
0:14:38 > 0:14:40Wizzair, a low-cost carrier
0:14:40 > 0:14:44flying to cities in Eastern Europe, has broken ranks.
0:14:44 > 0:14:47On this airline you don't just pay for putting a bag in the hold,
0:14:47 > 0:14:49there's a charge if it can't go under the seat in front
0:14:49 > 0:14:53and has to be put in the overhead locker!
0:14:53 > 0:14:55And as if all that wasn't complicated enough,
0:14:55 > 0:14:59baggage costs can even vary depending WHEN you fly.
0:14:59 > 0:15:03Last year, Ryanair charged more for carrying luggage in high season
0:15:03 > 0:15:05than they did for the rest of the year.
0:15:05 > 0:15:09And Wizzair charge extra in the holiday periods as well.
0:15:12 > 0:15:15In the end the only way to cut through all this without being
0:15:15 > 0:15:19hit with unwelcome extra charges is to make sure you really check the
0:15:19 > 0:15:23airline's small print on baggage before you even start to pack.
0:15:23 > 0:15:27Maybe that extra pair of shoes isn't such a good idea after all.
0:15:27 > 0:15:29Gloria, I must listen to my own advice.
0:15:32 > 0:15:36Now, while millions of Brits flock to resorts like this one
0:15:36 > 0:15:39every year, there are plenty more who have just as good a time
0:15:39 > 0:15:41by taking their holidays in the good old UK.
0:15:41 > 0:15:46And an increasingly popular way of doing that is in a static caravan.
0:15:46 > 0:15:48Now nearly seven and a half million breaks
0:15:48 > 0:15:50are taken in them every year,
0:15:50 > 0:15:53and many of those will be by people who've bought their caravan.
0:15:53 > 0:15:56That way, not only can they take a holiday whenever they choose,
0:15:56 > 0:15:59but there's also the option of helping cover the costs
0:15:59 > 0:16:02by letting it out when they don't want to use it.
0:16:02 > 0:16:05Of course that all sounds ideal, and for many people it is,
0:16:05 > 0:16:09but a problem can be that the rules about how and when you're allowed
0:16:09 > 0:16:13to let your holiday home out are set by the park where you keep it.
0:16:13 > 0:16:17And I'm afraid that can produce some very unwelcome surprises.
0:16:21 > 0:16:24The British coast and seaside is as beautiful
0:16:24 > 0:16:26and dramatic as anywhere in the world.
0:16:26 > 0:16:29And many people who've found a spot they particularly love
0:16:29 > 0:16:32have found a way to go back there as often as they like
0:16:32 > 0:16:35by owning a static caravan.
0:16:35 > 0:16:38There are 275,000 of them across the country.
0:16:38 > 0:16:42And when Trevor and Elina Jenkins from Hereford began thinking about
0:16:42 > 0:16:46joining the ranks of static caravan owners, it was because friends
0:16:46 > 0:16:50told them about a way the investment can be made more affordable.
0:16:50 > 0:16:53We had friends who had caravans in the past,
0:16:53 > 0:16:57and we have had caravanning holidays and we just decided
0:16:57 > 0:17:01to look for one and maybe subsidise it with subletting.
0:17:01 > 0:17:03With money tight,
0:17:03 > 0:17:06Trevor was taken with the idea that by renting out the caravan
0:17:06 > 0:17:10when he and his family weren't using it, he could cover his costs.
0:17:11 > 0:17:17Subletting, that was a way of paying for our holiday.
0:17:17 > 0:17:20It would work out that we had a free holiday every year
0:17:20 > 0:17:24and the ground rent would be paid from subletting.
0:17:24 > 0:17:26Delighted with the idea,
0:17:26 > 0:17:29Trevor started looking online for something in his price range.
0:17:29 > 0:17:33And a holiday park on the Isle of Sheppey in Kent caught his eye.
0:17:33 > 0:17:37Called Harts, it's part of the Park Holidays Group
0:17:37 > 0:17:40and is a long-established site very popular since the 1940s.
0:17:40 > 0:17:43Trevor and Elina drove down to take a look.
0:17:43 > 0:17:46My wife loved it. She fell in love with it.
0:17:46 > 0:17:49They have got a swimming pool, Jacuzzi.
0:17:49 > 0:17:52They've got a club that has nightlife so, yes,
0:17:52 > 0:17:54everything that we wanted was there.
0:17:56 > 0:17:59Trevor and Elina had a budget of £6,500,
0:17:59 > 0:18:01a substantial chunk of their life savings.
0:18:01 > 0:18:03That wouldn't get them one of the latest models,
0:18:03 > 0:18:07but there were still a few within that price range they could see,
0:18:07 > 0:18:11including a 13-year-old one that caught their eye.
0:18:11 > 0:18:13They were in good condition.
0:18:13 > 0:18:18It had a fridge, a freezer, a built in radio.
0:18:18 > 0:18:22So it had all the facilities
0:18:22 > 0:18:25you would need for a holiday.
0:18:25 > 0:18:28Confident the caravan could be let out to cover his annual costs,
0:18:28 > 0:18:31Trevor bought it. But unfortunately,
0:18:31 > 0:18:34his understanding of how the subletting would work
0:18:34 > 0:18:38turns out to be wildly at odds with the holiday park's.
0:18:38 > 0:18:40And that's all to do with the age of the caravan.
0:18:40 > 0:18:44Like many parks, Harts won't generally sublet any
0:18:44 > 0:18:46that are more than ten years old.
0:18:46 > 0:18:48But they may relax this rule
0:18:48 > 0:18:51if the caravan is in exceptionally good condition for its age,
0:18:51 > 0:18:54and there's likely to be a high demand.
0:18:54 > 0:18:57And there was certainly no doubt on that last point.
0:18:57 > 0:19:01We were told before we decided to buy
0:19:01 > 0:19:05that the park was particularly busy,
0:19:05 > 0:19:08which it was when we went down to have a look,
0:19:08 > 0:19:09it was absolutely packed.
0:19:09 > 0:19:11So Trevor signed up to buy the caravan
0:19:11 > 0:19:13at a cost of almost £4,000,
0:19:13 > 0:19:17plus £2,500 to cover the park's fees and costs.
0:19:19 > 0:19:23When we shook hands and walked away, we thought we had a good deal
0:19:23 > 0:19:29and that we would have our holiday or two every year
0:19:29 > 0:19:34and it wouldn't cost us a great deal of money in the future.
0:19:34 > 0:19:36When he left, Trevor was under the impression
0:19:36 > 0:19:40that the caravan he'd bought would be sub-let for him indefinitely.
0:19:40 > 0:19:43In fact, the park had only agreed to do it for a year.
0:19:43 > 0:19:46For the first year, all went as Trevor had hoped.
0:19:46 > 0:19:49His caravan was rented out problem-free,
0:19:49 > 0:19:52and the income did cover his costs.
0:19:53 > 0:19:56We went down, had a holiday.
0:19:56 > 0:20:00We spent a week down there and, erm, we came back.
0:20:00 > 0:20:06Erm, the caravan was being rented regularly
0:20:06 > 0:20:09and everything was going great.
0:20:09 > 0:20:13It was only last summer, part way through the next holiday season,
0:20:13 > 0:20:17that Trevor realised the deal wasn't what he'd thought it was.
0:20:17 > 0:20:21Beginning of August, we had a letter from head office.
0:20:21 > 0:20:28Ground rent bill for two thousand, three hundred and something pounds.
0:20:28 > 0:20:32Trevor had believed that the park's annual bill would once again
0:20:32 > 0:20:36be offset by the money raised from sub-letting the caravan.
0:20:36 > 0:20:37Alarm bells started ringing.
0:20:37 > 0:20:40He got straight on the phone to the holiday park.
0:20:40 > 0:20:43That's when we were told
0:20:43 > 0:20:46that the caravan had been taken off...
0:20:47 > 0:20:51..the list for subletting
0:20:51 > 0:20:55and it hadn't been let at all in 2012.
0:20:56 > 0:20:57I was absolutely dumbstruck.
0:20:58 > 0:21:01Trevor maintains he was never told
0:21:01 > 0:21:04that the caravan would only be sub-let for one year,
0:21:04 > 0:21:07something the holiday park "utterly refutes."
0:21:07 > 0:21:08They've told us...
0:21:12 > 0:21:13And they have...
0:21:19 > 0:21:23That's partly because accommodation let for holiday guests must,
0:21:23 > 0:21:26by law, be inspected on an annual basis before each season,
0:21:26 > 0:21:30and subjected to various safety checks.
0:21:30 > 0:21:33They've explained they were able to let it out the first year
0:21:33 > 0:21:36because Trevor had only just bought it from them.
0:21:36 > 0:21:39But they're adamant the arrangement was made sufficiently clear,
0:21:39 > 0:21:42and that they'd written to Trevor several months before
0:21:42 > 0:21:45last summer's bill explaining that he wouldn't be able
0:21:45 > 0:21:49to take part in their sub-letting scheme the next season.
0:21:49 > 0:21:52Now Trevor insists he never saw that letter.
0:21:52 > 0:21:53But regardless of how
0:21:53 > 0:21:56such a fundamental misunderstanding occurred,
0:21:56 > 0:21:59the caravan is no longer paying for itself,
0:21:59 > 0:22:03and he's stuck with an expense that he simply can no longer afford.
0:22:03 > 0:22:06We just can't afford to keep it. We're going to have to sell it
0:22:06 > 0:22:12or get it moved off, which is going to cost us even more money.
0:22:12 > 0:22:15Trevor could continue sub-letting the caravan himself,
0:22:15 > 0:22:17although to do so he'd have to take on
0:22:17 > 0:22:19all the arrangements and responsibilities.
0:22:19 > 0:22:22Or he could upgrade to a newer caravan.
0:22:22 > 0:22:26But either way, that means costs that he wasn't expecting.
0:22:26 > 0:22:29Which it seems isn't that uncommon.
0:22:29 > 0:22:32Experts say, as with any large purchase,
0:22:32 > 0:22:36it's crucial to do your research, and if necessary take advice,
0:22:36 > 0:22:40before signing up to something that may not be quite what you think.
0:22:40 > 0:22:41Meanwhile for Trevor,
0:22:41 > 0:22:45what looked like an affordable way of enjoying regular trips
0:22:45 > 0:22:49to the coast has quickly become a millstone he can't afford.
0:22:49 > 0:22:54As far as selling it is concerned, we may end up having to scrap it
0:22:54 > 0:22:58and paying for it to be removed from Harts site.
0:22:58 > 0:23:00Perhaps I will go down with a sledgehammer,
0:23:00 > 0:23:03break it up and get rid of it myself.
0:23:08 > 0:23:10Still to come on Rip Off Britain,
0:23:10 > 0:23:12a holiday company whose prices
0:23:12 > 0:23:15can turn out a lot higher than you bargained for.
0:23:15 > 0:23:20What you see on the internet is not the actual price you're going to pay.
0:23:24 > 0:23:27If you're after somewhere just that little bit different
0:23:27 > 0:23:30when planning a holiday, you don't have to spend a fortune
0:23:30 > 0:23:32or compromise on comfort.
0:23:33 > 0:23:35Take the good old youth hostel.
0:23:35 > 0:23:38These days you're more likely to enjoy all the mod cons
0:23:38 > 0:23:41than endure cold, shared dormitories.
0:23:41 > 0:23:45There are now thousands of hostels worldwide, many of them
0:23:45 > 0:23:47equivalent in standards to a good hotel.
0:23:49 > 0:23:52There are hundreds of great places to stay in Britain
0:23:52 > 0:23:56and abroad where you're going to be spending relatively little,
0:23:56 > 0:23:59you are going to be staying very comfortably,
0:23:59 > 0:24:02And you're not just going to meet young people.
0:24:02 > 0:24:06In fact you're much more likely to meet older people, particularly
0:24:06 > 0:24:09if you go off around the world to backpackers hostels where,
0:24:09 > 0:24:13actually, I think the average age is probably upwards of 50.
0:24:14 > 0:24:18If that's not your thing, the internet has unlocked all kinds
0:24:18 > 0:24:22of possibilities when it comes to finding somewhere memorable to stay.
0:24:22 > 0:24:27A really popular one is renting somebody's spare room.
0:24:27 > 0:24:30It's a great idea! It's not the same as B&B,
0:24:30 > 0:24:33it's actually quite a lot more relaxed than that and sometimes
0:24:33 > 0:24:36you might even find that you get the whole place to yourself.
0:24:36 > 0:24:38Simply not the kind of experience
0:24:38 > 0:24:40you could possibly have found in a hotel.
0:24:41 > 0:24:44And if you really want a home from home,
0:24:44 > 0:24:47how about swapping your house with someone else
0:24:47 > 0:24:51and get to stay in another part of the world for free?
0:24:51 > 0:24:55Very simply, when you're on holiday, by definition you're not using
0:24:55 > 0:24:59your house or your flat and somebody else could.
0:24:59 > 0:25:01And of course there's plenty of people
0:25:01 > 0:25:03who want to come to Britain.
0:25:03 > 0:25:05They may well want to stay in your place
0:25:05 > 0:25:08and it's simply a matter of putting the two together.
0:25:08 > 0:25:12Almost always it's a very, very successful way
0:25:12 > 0:25:14of travelling and spending less.
0:25:17 > 0:25:21Next, a company that, considering it's hardly a household name,
0:25:21 > 0:25:24is one that you've been making quite a few complaints about.
0:25:24 > 0:25:28Not least because some of you say that after you've thought
0:25:28 > 0:25:31you'd already booked a holiday at one price,
0:25:31 > 0:25:34they've suddenly said you need to cough up more.
0:25:34 > 0:25:37Last autumn, Merriel Brewer and her husband Mel
0:25:37 > 0:25:41had more reason than most to be looking forward to a break.
0:25:41 > 0:25:43They hadn't had a holiday for several years
0:25:43 > 0:25:45because of poor health.
0:25:45 > 0:25:48He was diagnosed with leukaemia
0:25:48 > 0:25:52and had a bone marrow transplant in 2009.
0:25:52 > 0:25:56It was only this year that they gave us the OK to travel.
0:25:56 > 0:25:59In the last three years, I've had two hip operations
0:25:59 > 0:26:03so we couldn't travel in any case with me as well,
0:26:03 > 0:26:07so we've just had a little bit of a rough time over the last four years.
0:26:07 > 0:26:11To put that right, Merriel wanted to book somewhere special,
0:26:11 > 0:26:13so where better than the Turkish resort they'd been to
0:26:13 > 0:26:15on honeymoon nine years ago?
0:26:15 > 0:26:18We had a fabulous holiday on our honeymoon.
0:26:18 > 0:26:22We chose the same place, really, it was like a second honeymoon.
0:26:22 > 0:26:27A friend recommended an online booking site called Holiday Gems.
0:26:27 > 0:26:31So Merriel logged on and was delighted to be able to book
0:26:31 > 0:26:34the same apartment complex that they'd stayed in before.
0:26:34 > 0:26:38I booked a holiday for a week,
0:26:38 > 0:26:44flying from Bristol on the 9th October to Gumbet, Turkey.
0:26:44 > 0:26:47Or at least she thought she'd booked it,
0:26:47 > 0:26:49especially when an e-mail confirming what she wanted
0:26:49 > 0:26:52pinged into her inbox.
0:26:52 > 0:26:55Merriel assumed that all was now done and dusted.
0:26:55 > 0:26:58And, with their budget limited, she was delighted
0:26:58 > 0:27:01that they'd found a holiday at a price they could afford.
0:27:01 > 0:27:04After I had put all the card details in and paid for it,
0:27:04 > 0:27:07we were both very excited about it because we haven't been away
0:27:07 > 0:27:12for four years and we just needed a break together.
0:27:12 > 0:27:17But two days later, Merriel received a call from Holiday Gems.
0:27:17 > 0:27:21She was told the flights she wanted had now gone up in price.
0:27:21 > 0:27:23And, if she still wanted the holiday,
0:27:23 > 0:27:25she'd have to pay the extra.
0:27:25 > 0:27:28I was quite annoyed when I had the phone call,
0:27:28 > 0:27:31because I thought it was all paid for.
0:27:31 > 0:27:34But he said it had gone up and I thought,
0:27:34 > 0:27:36"Oh, well we'll wear that one."
0:27:36 > 0:27:38Merriel was given the option to cancel,
0:27:38 > 0:27:41but not only did they really want the holiday,
0:27:41 > 0:27:44they'd already arranged to meet friends there.
0:27:44 > 0:27:49So she ended up paying £120 more than she'd expected.
0:27:49 > 0:27:53Unhappy, Merriel decided to check what price Holiday Gems
0:27:53 > 0:27:56were currently advertising for her holiday.
0:27:56 > 0:27:58And a quick look online revealed
0:27:58 > 0:28:01that the website was still showing it at the same price
0:28:01 > 0:28:03that she was originally quoted,
0:28:03 > 0:28:06with no mention of extra charges.
0:28:06 > 0:28:09I was just annoyed. I said,
0:28:09 > 0:28:13"Why should I be paying more than it was advertised on the internet?"
0:28:13 > 0:28:15Because everything had been budgeted
0:28:15 > 0:28:18and we had saved, you know, over the last four years to go.
0:28:19 > 0:28:23But it seems that Merriel's experience is not a one-off.
0:28:23 > 0:28:26Now, Holiday Gems may not be one of the biggest names
0:28:26 > 0:28:29in the industry, but it is one that has cropped up
0:28:29 > 0:28:32a surprising number of times in our postbag this year.
0:28:32 > 0:28:35We've heard from people all over the country who have booked a holiday
0:28:35 > 0:28:39through the Holiday Gems website only to find that the price they've
0:28:39 > 0:28:44been quoted online is not the one that they've ended up paying.
0:28:44 > 0:28:47Amongst the viewers we've spoken to
0:28:47 > 0:28:49is Tony Gallagher from Hertfordshire,
0:28:49 > 0:28:52who after choosing a family holiday to Gran Canaria
0:28:52 > 0:28:54was contacted the next day and told that
0:28:54 > 0:29:01he couldn't fly from his chosen airport unless he paid another £400.
0:29:01 > 0:29:03Then there's the Raines family from Cumbria.
0:29:03 > 0:29:07They'd gone for a week's holiday to Crete, but a few days after booking,
0:29:07 > 0:29:10dad Stephen got a call from Holiday Gems saying
0:29:10 > 0:29:15it would be an extra £150 for the flights.
0:29:15 > 0:29:18With plenty of other people telling us similar experiences,
0:29:18 > 0:29:20what is going on?
0:29:20 > 0:29:23Well, the explanation is tucked away
0:29:23 > 0:29:26in the company's Terms and Conditions, where it states that
0:29:26 > 0:29:30when you enter your card details on the Holiday Gems site,
0:29:30 > 0:29:32you're not buying a holiday there and then,
0:29:32 > 0:29:37but "making an offer" for them to book the holiday you've picked.
0:29:37 > 0:29:40They'll then check if they can get the travel you've chosen
0:29:40 > 0:29:42at the price quoted.
0:29:42 > 0:29:45And if they can't, and prices have gone up,
0:29:45 > 0:29:48they'll then contact you asking for more money.
0:29:48 > 0:29:52But the people we've spoken to didn't realise any of that
0:29:52 > 0:29:54at the time when they were booking.
0:29:54 > 0:29:55Their site isn't live.
0:29:55 > 0:30:00What you see on the internet is not the actual price you're going to pay.
0:30:00 > 0:30:03They don't actually explain everything to you.
0:30:03 > 0:30:07So it's clear that the price stated on the website is just a quote
0:30:07 > 0:30:09and not the final price you'll pay?
0:30:11 > 0:30:13Holiday Gems say yes.
0:30:13 > 0:30:16They're adamant it's all made very obvious and that
0:30:16 > 0:30:17as you have to tick the box
0:30:17 > 0:30:20saying you've understood the Terms and Conditions...
0:30:28 > 0:30:32They reiterated that they're simply an online travel agency,
0:30:32 > 0:30:35and as such are wholly reliant on their supplier's prices,
0:30:35 > 0:30:36which...
0:30:40 > 0:30:43If the final amount turns out to be different than the initial quote,
0:30:43 > 0:30:46they stress customers can either simply authorise them
0:30:46 > 0:30:48to take any additional payment, or...
0:30:54 > 0:30:58But while our postbag suggests not all customers do find things
0:30:58 > 0:31:00quite as clear as the company thinks,
0:31:00 > 0:31:04stories like this are a reminder that before you ever tick the box
0:31:04 > 0:31:08saying you accept any company's Terms and Conditions,
0:31:08 > 0:31:12you really do need to read them and understand exactly what they are.
0:31:16 > 0:31:20You've sent us a lot of letters and e-mails about your holiday gripes.
0:31:20 > 0:31:23So we've brought some of them with us to Tenerife
0:31:23 > 0:31:26to run past our travel expert Simon Calder
0:31:26 > 0:31:29and fellow travel writer Fred Mawer.
0:31:29 > 0:31:32One is an issue that comes up time and again.
0:31:32 > 0:31:36Fred, I'm going to say two words. Single supplement.
0:31:36 > 0:31:39You're smiling, because you know we get loads and loads
0:31:39 > 0:31:41of letters and e-mails about this.
0:31:41 > 0:31:44This one is from Beryl Foreman of Leicestershire who says that
0:31:44 > 0:31:47she went on a cruise, wanted a single cabin,
0:31:47 > 0:31:50was told that she had to pay a supplement
0:31:50 > 0:31:52whereas if she only paid an extra 400 quid
0:31:52 > 0:31:56she could have taken someone with her and got a spacious double cabin.
0:31:56 > 0:31:59And actually, we hear this so often.
0:31:59 > 0:32:00It's not just on cruises,
0:32:00 > 0:32:02it's on every kind of holiday you can imagine.
0:32:02 > 0:32:06People who travel alone pay more and get less.
0:32:06 > 0:32:09It is one of the big bugbears of travel at the moment.
0:32:09 > 0:32:12If you want a single cabin on a cruise ship
0:32:12 > 0:32:15you'll be paying through the nose for it.
0:32:15 > 0:32:19- Something tiny, near the engines. - Well, that's the double problem.
0:32:19 > 0:32:23The double problem is you're likely to pay more, and also,
0:32:23 > 0:32:25you're likely to get a much worse deal
0:32:25 > 0:32:28because you'll be put, as you say, in the nasty cabin,
0:32:28 > 0:32:31kind of inside cabin close to the engines.
0:32:31 > 0:32:33And the other frustrating thing I have found,
0:32:33 > 0:32:35when I've been travelling on my own,
0:32:35 > 0:32:37is that even when the cruise ship isn't full
0:32:37 > 0:32:40and there are lots of beautiful double cabins available
0:32:40 > 0:32:42they still put you in the pokey single room.
0:32:42 > 0:32:44So is there hope for the future that as more
0:32:44 > 0:32:47and more people need to travel on their own
0:32:47 > 0:32:49because of family or individual circumstances,
0:32:49 > 0:32:52that more and more companies will realise that actually
0:32:52 > 0:32:54there is money to be made from single travellers
0:32:54 > 0:32:57and it's not just from charging them a supplement?
0:32:57 > 0:32:59Yes, I think it comes down, it's the financial imperative that
0:32:59 > 0:33:03if these companies realise that more single people are willing to travel
0:33:03 > 0:33:06and likely to travel if they're not,
0:33:06 > 0:33:09if they don't feel that they're going to be ripped off
0:33:09 > 0:33:13then hopefully the holiday companies will see sense
0:33:13 > 0:33:15and charge a fair price.
0:33:18 > 0:33:21Now, if you cancel a holiday, it's not unreasonable
0:33:21 > 0:33:24for the holiday company you booked with to perhaps charge for doing so.
0:33:24 > 0:33:27But if it's the company themselves that cancel it,
0:33:27 > 0:33:30well, is it still reasonable that it's you
0:33:30 > 0:33:32that ends up being landed with a fee?
0:33:32 > 0:33:33If you think not,
0:33:33 > 0:33:36then spare a thought for people who found themselves
0:33:36 > 0:33:39exactly in that position after booking a cruise
0:33:39 > 0:33:42with one of the biggest names in the business.
0:33:42 > 0:33:44For Peter and Ginny Pritchard from Milton Keynes
0:33:44 > 0:33:47there's only one type of holiday. Cruises!
0:33:47 > 0:33:49They went on their first one
0:33:49 > 0:33:52to celebrate their silver wedding anniversary 25 years ago.
0:33:52 > 0:33:55And they've been on plenty more since then.
0:33:55 > 0:34:00What we like about it is the fact that every morning when you wake up
0:34:00 > 0:34:03and you're in a different location.
0:34:03 > 0:34:06You don't have to keep packing your bags
0:34:06 > 0:34:10because you take your hotel room with you.
0:34:10 > 0:34:13I just have to pack my bags, well, even he packs my bags for me
0:34:13 > 0:34:15because I can't do it, so he says.
0:34:15 > 0:34:17And off we go.
0:34:17 > 0:34:20Always on the lookout for their next voyage, when the couple heard
0:34:20 > 0:34:24that P&O Cruises had a new addition to their fleet, the Adonia,
0:34:24 > 0:34:26they were very keen to try it,
0:34:26 > 0:34:28and to take their good friend Peggy with them.
0:34:28 > 0:34:34A new ship, some destinations that we hadn't travelled to before,
0:34:34 > 0:34:37and we thought this would be absolutely great,
0:34:37 > 0:34:41to get away, to take our dear friend with us, Peggy.
0:34:41 > 0:34:44Peter went online to hunt down the best deal.
0:34:44 > 0:34:47And he came across an agency called Planet Cruise.
0:34:47 > 0:34:51With a website boasting several awards and numerous happy customers,
0:34:51 > 0:34:54they seemed the perfect company to organise their special trip.
0:34:54 > 0:34:57So Peter booked a ten-day cruise with them,
0:34:57 > 0:34:59to leave around this time last year.
0:34:59 > 0:35:02We booked the Adonia.
0:35:02 > 0:35:06We were to sail on the 3rd January from Italy.
0:35:06 > 0:35:10We were to fly out to Italy and to sail back through
0:35:10 > 0:35:14many of the Mediterranean ports and back to Southampton.
0:35:14 > 0:35:17But shortly before they were due to set sail,
0:35:17 > 0:35:20they had some very disappointing news.
0:35:20 > 0:35:24I received a telephone call just before Christmas
0:35:24 > 0:35:29from Planet Cruise to say "You're not going after all."
0:35:29 > 0:35:33It was absolutely mind-blowing.
0:35:33 > 0:35:36P&O Cruises had cancelled the voyage,
0:35:36 > 0:35:38because of "operational difficulties."
0:35:38 > 0:35:41But, they said everyone would be entitled to a full refund because,
0:35:41 > 0:35:45after all, it was their fault the cruise wasn't going ahead.
0:35:45 > 0:35:51P&O offered us a refund, in full, of our monies
0:35:51 > 0:35:52and in addition,
0:35:52 > 0:35:58they offered us an additional 25% as a cruise credit to be
0:35:58 > 0:36:03used against some future cruise with them to be booked on a later date.
0:36:03 > 0:36:07Personally, I felt that that was most reasonable.
0:36:07 > 0:36:10But when Peter called Planet Cruise, the company he'd booked with,
0:36:10 > 0:36:13they told him about a clause in their small print,
0:36:13 > 0:36:16which seemed to make P&O's offer not quite as good as he'd thought.
0:36:16 > 0:36:21Unless we booked that other cruise through them
0:36:21 > 0:36:26within a 12-week period that we would have to suffer
0:36:26 > 0:36:30a deduction of £150 each
0:36:30 > 0:36:35from the refund that P&O were offering.
0:36:35 > 0:36:40We were not in a position to book another cruise at that time.
0:36:40 > 0:36:43Included in Planet Cruise's Terms and Conditions
0:36:43 > 0:36:47was a cancellation fee of £150 per passenger.
0:36:47 > 0:36:49And Peter was told that
0:36:49 > 0:36:52if a customer cancels a booked cruise for any reason,
0:36:52 > 0:36:55whether it's their fault or not, they have to pay this fee.
0:36:55 > 0:36:58So it seemed that if he didn't rebook
0:36:58 > 0:37:00another trip with Planet Cruise within 12 weeks,
0:37:00 > 0:37:03he'd be classified as cancelling,
0:37:03 > 0:37:05and the fee would be taken off his refund.
0:37:05 > 0:37:07And in his case, because he'd booked two cabins,
0:37:07 > 0:37:11that would mean losing hundreds of pounds.
0:37:11 > 0:37:16I fully appreciate that if, for whatever reason,
0:37:16 > 0:37:20I decided that we wanted to cancel the cruise,
0:37:20 > 0:37:24I fully expect that I am going to be penalised in some way
0:37:24 > 0:37:26for having changed my mind.
0:37:28 > 0:37:33But I didn't change my mind. We were simply told that we couldn't go.
0:37:34 > 0:37:37Outraged at the prospect of paying a cancellation fee
0:37:37 > 0:37:41for something he didn't cancel, Peter also contacted P&O Cruises.
0:37:41 > 0:37:48P&O informed me that they were duty bound to return our payment
0:37:48 > 0:37:52to the cruise agent rather than direct to us.
0:37:52 > 0:37:56Feeling all this was unfair, Peter decided to contact ABTA,
0:37:56 > 0:37:58The Association of British Travel Agents,
0:37:58 > 0:37:59to see if they could help.
0:37:59 > 0:38:02ABTA's advice was for him to take his case
0:38:02 > 0:38:05to their arbitration scheme, but it would cost him!
0:38:05 > 0:38:11They wanted me to send an arbitration fee of £180
0:38:11 > 0:38:15and I didn't dare to risk spending another £180
0:38:15 > 0:38:20on top of the £600 that they had already charged us.
0:38:20 > 0:38:22Not willing to risk losing any more money,
0:38:22 > 0:38:25Peter and Ginny decided the only thing for it was to do
0:38:25 > 0:38:29what Planet Cruise had said, and book another cruise right away.
0:38:29 > 0:38:30But sadly their friend Peggy
0:38:30 > 0:38:34wasn't able to reschedule the cruise within the time frame.
0:38:34 > 0:38:38So when she got back her share of the original cruise costs,
0:38:38 > 0:38:41it was minus the amount of the cancellation charge.
0:38:41 > 0:38:45I thought the fact that they was taking that money off of me,
0:38:45 > 0:38:47I was really angry about it.
0:38:47 > 0:38:49And it's very unjust.
0:38:49 > 0:38:53When we contacted Planet Cruise they were adamant that in the end,
0:38:53 > 0:38:55the cancellation charge wasn't applied.
0:38:55 > 0:38:57They accept that...
0:38:59 > 0:39:00..in the way...
0:39:02 > 0:39:03but insist that...
0:39:05 > 0:39:08They say a sum equal to the cancellation fees,
0:39:08 > 0:39:09including Peggy's,
0:39:09 > 0:39:12was discounted from the price of Peter's replacement cruise,
0:39:12 > 0:39:14so no-one is out of pocket.
0:39:14 > 0:39:16Peter disputes that,
0:39:16 > 0:39:19but either way, his main beef is that he doesn't feel
0:39:19 > 0:39:22there should ever have been talk of a cancellation fee at all.
0:39:22 > 0:39:25Or that the company should have been able to use the threat of it
0:39:25 > 0:39:28to encourage him into making a new booking.
0:39:28 > 0:39:30Planet Cruise is a member of ABTA
0:39:30 > 0:39:34and makes clear that it abides by strict codes of conduct.
0:39:34 > 0:39:36But when we discussed the case with ABTA,
0:39:36 > 0:39:40they agreed that a cancellation charge should not have come into it.
0:39:41 > 0:39:45It is wrong. It's wrong and it's a breach of our code of conduct.
0:39:45 > 0:39:48My understanding is that the customer has had a full refund.
0:39:48 > 0:39:50If she hasn't then she should get it
0:39:50 > 0:39:53and we will certainly take that up with the companies.
0:39:53 > 0:39:57But this actually is a classic case, isn't it, of somebody...
0:39:57 > 0:40:01you freely admit that Planet Cruise has done something incorrect here,
0:40:01 > 0:40:04that they should never have charged a cancellation fee,
0:40:04 > 0:40:06so it suggests to me that there's not much monitoring going on
0:40:06 > 0:40:08as far as ABTA's concerned.
0:40:08 > 0:40:11Millions of holidays are sold by our members every year.
0:40:11 > 0:40:14We do have monitoring procedures in place and they're very effective.
0:40:14 > 0:40:16What measures do you take to make sure that an ABTA member
0:40:16 > 0:40:18sticks to your code of conduct?
0:40:18 > 0:40:21The most common way that members are punished, if you like,
0:40:21 > 0:40:23if they do something wrong, if they breach the code
0:40:23 > 0:40:24would be through fines.
0:40:24 > 0:40:27We also have what's called a code of conduct committee.
0:40:27 > 0:40:29That code of conduct committee has a lot of bite
0:40:29 > 0:40:31and members have been and can be fined
0:40:31 > 0:40:33or even expelled from the Association.
0:40:33 > 0:40:35Meanwhile Peter and Ginny hope to arrange
0:40:35 > 0:40:37another cruise with Peggy in the future.
0:40:37 > 0:40:40And though they can't wait to set sail again, next time,
0:40:40 > 0:40:43they'll be much more wary of the small print.
0:40:44 > 0:40:47I think the treatment that we've received from Planet Cruise
0:40:47 > 0:40:49has been abysmal.
0:40:49 > 0:40:52To make such an excessive charge
0:40:52 > 0:40:55for something that was not our fault
0:40:55 > 0:40:57leaves me absolutely astounded.
0:41:03 > 0:41:07Here at Rip Off Britain, we're always ready to investigate
0:41:07 > 0:41:10your stories on any subject, not just holidays.
0:41:10 > 0:41:12Confused over your bills?
0:41:12 > 0:41:15Trying to wade through never-ending small print?
0:41:15 > 0:41:18We should read it, but it's not in plain English.
0:41:18 > 0:41:21It should be simple, you know, ABC, very basic stuff.
0:41:21 > 0:41:25You might have a cautionary tale of your own, and want to share
0:41:25 > 0:41:29the mistakes you've made with us, so that others don't do the same.
0:41:29 > 0:41:33We paid them good money to work in our best interest. They didn't.
0:41:34 > 0:41:36You can write to us at...
0:41:46 > 0:41:48Or send us an e-mail to...
0:41:52 > 0:41:56The Rip Off team is ready and waiting to investigate your stories.
0:41:59 > 0:42:01Well, I think we all know that holidays can be
0:42:01 > 0:42:03expensive enough at the best of times.
0:42:03 > 0:42:07So the last thing you want is to be hit with extra costs
0:42:07 > 0:42:08that you hadn't expected.
0:42:08 > 0:42:10But it does seem that all too often,
0:42:10 > 0:42:13pinning down the exact price that you're going to pay
0:42:13 > 0:42:16is still far more complicated a process than it really should be,
0:42:16 > 0:42:18- don't you think? - Couldn't agree more.
0:42:18 > 0:42:20It's particularly frustrating
0:42:20 > 0:42:23when you've actively sought out what you think is a really good deal,
0:42:23 > 0:42:25only to suddenly be told that you've got to pay more
0:42:25 > 0:42:29and there's absolutely nothing that you can do about it.
0:42:29 > 0:42:31So it's easy to see why so many of you have told us
0:42:31 > 0:42:34that you find that truly unfair.
0:42:34 > 0:42:37We'll be looking at this topic again, so keep your examples coming.
0:42:37 > 0:42:40And in the meantime, don't forget, we've plenty of advice,
0:42:40 > 0:42:43not just to do with holidays, on our website.
0:42:47 > 0:42:48Well, we're out of time for today,
0:42:48 > 0:42:52but we'll see you again soon to investigate more of your stories.
0:42:52 > 0:42:53So until then from all of us...
0:42:53 > 0:42:56- Bye-bye.- And thanks for being around today.
0:43:00 > 0:43:02Subtitles by Red Bee Media Ltd