0:00:02 > 0:00:05We asked you, "Who's left you feeling ripped off when it comes to your holidays?"
0:00:05 > 0:00:09And you 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 > 0:00:14I wanted to cry then.
0:00:14 > 0:00:16I had more than enough.
0:00:16 > 0:00:18Whether it's a deliberate rip-off,
0:00:18 > 0:00:21a simple mistake or a catch in the small print,
0:00:21 > 0:00:26we'll find out why you're out of pocket and what you can do about it.
0:00:26 > 0:00:29Keep asking the questions, go to the top if you have to.
0:00:29 > 0:00:32We do get results, that's the interesting thing.
0:00:32 > 0:00:36Your stories, your money. This is Rip Off Britain.
0:00:38 > 0:00:41Hello and welcome to Rip Off Britain,
0:00:41 > 0:00:43where this week we've come to the island of Tenerife,
0:00:43 > 0:00:46to investigate why so many of you keep telling us
0:00:46 > 0:00:50you've had a raw deal when it comes to your holidays.
0:00:50 > 0:00:53Of course, the way we all travel has totally changed since the days
0:00:53 > 0:00:56when we all pored over brochures and had no choice whatsoever
0:00:56 > 0:00:59but to book through High Street travel agents.
0:00:59 > 0:01:01Now, in a way, we are all travel agents,
0:01:01 > 0:01:04putting together our own trips and itineraries
0:01:04 > 0:01:06from the blissful comfort of our own homes.
0:01:06 > 0:01:08And that can be a blessing sometimes, can't it?
0:01:08 > 0:01:11Because there are certainly huge pluses to that,
0:01:11 > 0:01:14we can compare options and prices in an instant.
0:01:14 > 0:01:17But there can be downsides as well, and it's those that we're going
0:01:17 > 0:01:20to be hearing about on some of your stories today.
0:01:20 > 0:01:24Situations where you have not got quite what you bargained for,
0:01:24 > 0:01:27and it certainly hasn't been easy to put things right.
0:01:29 > 0:01:33Coming up, Ryanair's unique way of handling complaints.
0:01:33 > 0:01:36- Does it matter if they insult their customers?- It's ridiculous.
0:01:36 > 0:01:39No other company would get away with that.
0:01:39 > 0:01:41I don't know why they still get away with it.
0:01:41 > 0:01:45And the complications of trying to take your pet on holiday too.
0:01:45 > 0:01:48There'll never be a holiday like it again.
0:01:48 > 0:01:50No, I'll never take her on a plane.
0:01:50 > 0:01:54For years, holidaymakers strolling through resorts like this one
0:01:54 > 0:01:57find themselves lured into high-pressure sales pitches
0:01:57 > 0:01:59by commission-hungry time-share touts.
0:01:59 > 0:02:02And then a steady supply of horror stories followed.
0:02:02 > 0:02:05But the industry promised that it had cleaned up its act
0:02:05 > 0:02:07and new rules were brought in.
0:02:07 > 0:02:10So why at Rip Off Britain do we still keep hearing
0:02:10 > 0:02:12about endless problems with time-share?
0:02:16 > 0:02:17In those far off days,
0:02:17 > 0:02:20when holidays abroad really started taking off,
0:02:20 > 0:02:23and the Spanish coast began to change beyond recognition,
0:02:23 > 0:02:26time-share seem to offer an affordable way
0:02:26 > 0:02:28to guarantee annual trips to the sun.
0:02:30 > 0:02:33But the industry has always had a dark side.
0:02:33 > 0:02:37And not everyone who's persuaded into signing up will always realise
0:02:37 > 0:02:40that it's time-share they're being talked into.
0:02:41 > 0:02:44Salesmen can have all sorts of ways of dressing it up.
0:02:44 > 0:02:47So you may think you're buying something completely different.
0:02:49 > 0:02:53That's something Bernard Rogers from Leicestershire knows only too well.
0:02:53 > 0:02:56He's currently working as a delivery driver,
0:02:56 > 0:02:59but had hoped by now not to be working at all.
0:03:01 > 0:03:03I've been retired for about 18 months
0:03:03 > 0:03:06and I've just gone back to work again.
0:03:07 > 0:03:11Well, just on a part-time basis but it's more like full-time now.
0:03:13 > 0:03:15And the reason he's having to work so hard
0:03:15 > 0:03:17instead of enjoying his retirement?
0:03:18 > 0:03:21So I can pay off some of my debts.
0:03:21 > 0:03:24The debts he's saddled with are down to what he says
0:03:24 > 0:03:27was sold to him as an investment opportunity,
0:03:27 > 0:03:29when in fact it was nothing of the kind.
0:03:29 > 0:03:34It happened when they went on a family trip to Tenerife back in 2007,
0:03:34 > 0:03:36and received an intriguing proposal
0:03:36 > 0:03:40from a company called Resort Properties.
0:03:40 > 0:03:45We had a note pushed under the door from the sales guy
0:03:45 > 0:03:51for Resort Properties, who this complex belonged to.
0:03:51 > 0:03:53They followed up the invitation
0:03:53 > 0:03:57and were told about an opportunity that it seemed was just too good to miss.
0:03:57 > 0:04:01We were told that if we put this investment up, in 22 months
0:04:01 > 0:04:07they'd contact us and they'd buy it back off us, plus 17%.
0:04:07 > 0:04:10And by 24 months, it would all be done and dusted.
0:04:10 > 0:04:14As Bernard and Maureen understood it, the deal was that they
0:04:14 > 0:04:17would buy property from which they'd be able to make money.
0:04:17 > 0:04:18Over the two-year period,
0:04:18 > 0:04:21not only could they rent it out to other holidaymakers,
0:04:21 > 0:04:23and of course stay in it themselves,
0:04:23 > 0:04:26but their properties would grow in value.
0:04:26 > 0:04:28At the end of that period, it seemed they could sell up
0:04:28 > 0:04:31and, with a tidy profit, have a perfect pot of cash
0:04:31 > 0:04:33for their retirement.
0:04:34 > 0:04:37I invested £25,000.
0:04:37 > 0:04:42And my wife actually invested £18,500.
0:04:42 > 0:04:46We took out a mortgage against house to fund it
0:04:46 > 0:04:51and then I got some money in the bank, so I paid mine cash.
0:04:51 > 0:04:54Unfortunately, although the plans the Rogers believed
0:04:54 > 0:04:58they were buying into sounded ideal, what they clearly remembered
0:04:58 > 0:05:01being told at the time is not what it says in the documents
0:05:01 > 0:05:03they signed.
0:05:03 > 0:05:06But it was only at the end of the two-year period in 2009,
0:05:06 > 0:05:10when Bernard got in contact with the company to talk about cashing in
0:05:10 > 0:05:13his investment, that they began to realise the truth
0:05:13 > 0:05:14of what they had bought.
0:05:14 > 0:05:18In fact, there were no plans to sell on their properties
0:05:18 > 0:05:20or for them to get their money back.
0:05:20 > 0:05:24My husband contacted the firm and they kept telling him
0:05:24 > 0:05:30that they hadn't even got that in process, nothing was going to happen.
0:05:30 > 0:05:33And then he mentioned the names of the people we'd spoke to and they
0:05:33 > 0:05:37told us they weren't working with the company, they couldn't be contacted.
0:05:37 > 0:05:40Maureen and Bernard felt confused and naturally worried.
0:05:40 > 0:05:41And as that continued,
0:05:41 > 0:05:45they decided that on their next visit to Tenerife, they'd call in
0:05:45 > 0:05:48at the Resort Properties office to find out what was going on.
0:05:48 > 0:05:52But when they did, they found the business was no longer trading.
0:05:52 > 0:05:57It had been acquired in 2011 by a company called Silverpoint,
0:05:57 > 0:06:00one of the biggest players in time-share in Europe.
0:06:00 > 0:06:04By now it was very clear that the tens of thousands of pounds
0:06:04 > 0:06:07Bernard and Maureen had handed over hadn't been invested
0:06:07 > 0:06:09in the way they had thought.
0:06:09 > 0:06:13Instead, they had simply bought into an expensive time-share contract
0:06:13 > 0:06:17that they couldn't get out of until the year 2050.
0:06:17 > 0:06:20And, of course, they'd taken out a mortgage on their home to do it.
0:06:20 > 0:06:23Five years after they handed over their cash,
0:06:23 > 0:06:26they're stuck paying maintenance fees they didn't expect
0:06:26 > 0:06:29on a time-share they never intended to buy.
0:06:29 > 0:06:32It's left me feeling angry and upset,
0:06:32 > 0:06:35because the money I put up front was what my mum had left me.
0:06:36 > 0:06:39With Resort Properties no longer trading,
0:06:39 > 0:06:42we contacted Silverpoint, who manage the properties now.
0:06:42 > 0:06:46They stressed that they're:
0:06:52 > 0:06:56But they say the paperwork does make it clear that the agreement is
0:06:56 > 0:06:58for a time-share and, from looking at it,
0:06:58 > 0:07:02they're satisfied that the couple signed a contract saying
0:07:02 > 0:07:06they understood their purchase was not a financial investment.
0:07:06 > 0:07:10They also say that, although the contract does last until 2050,
0:07:10 > 0:07:14they'd be happy to explore resale options,
0:07:14 > 0:07:16although they can't guarantee success.
0:07:18 > 0:07:20As for Bernard and Maureen,
0:07:20 > 0:07:23they say Resort Properties rushed them through,
0:07:23 > 0:07:25signing paperwork they didn't understand
0:07:25 > 0:07:27at the end of a long meeting,
0:07:27 > 0:07:31with some of the clauses on the contract even pre-ticked.
0:07:31 > 0:07:32But however that happened,
0:07:32 > 0:07:35signing up was a mistake that had left them devastated.
0:07:35 > 0:07:38And, sadly, their story is a reminder that no matter
0:07:38 > 0:07:41how plausible the sales pitch might seem,
0:07:41 > 0:07:43you shouldn't agree to anything
0:07:43 > 0:07:47unless you're absolutely sure what the paperwork says.
0:07:48 > 0:07:50It's making my husband ill because he's 70 next year
0:07:50 > 0:07:54and he's still working 12 and 14 hours a day couriering,
0:07:54 > 0:08:00and the money he's earning from that is paying for the monthly repayment
0:08:00 > 0:08:02of the mortgage money we've took out.
0:08:02 > 0:08:05If we die tomorrow, it doesn't die with us.
0:08:05 > 0:08:06It transfers to our children,
0:08:06 > 0:08:09and we don't want that burden on our children.
0:08:13 > 0:08:16Just as the programme was about to go on air,
0:08:16 > 0:08:19Silverpoint contacted Bernard and Maureen to say that,
0:08:19 > 0:08:23although it wasn't them that sold the time-share in the first place,
0:08:23 > 0:08:26they don't want any of their members to be unhappy.
0:08:26 > 0:08:29So, as well as assisting in reselling the property,
0:08:29 > 0:08:32all further maintenance fees have now been waived
0:08:32 > 0:08:34as a gesture of goodwill.
0:08:34 > 0:08:37We understand they've also offered the couple a sum of money
0:08:37 > 0:08:39to help resolve the matter.
0:08:39 > 0:08:43So, let's hope that they can bring the whole situation to an end.
0:08:46 > 0:08:50Next, well, budget airlines really have revolutionised
0:08:50 > 0:08:52the way we travel.
0:08:52 > 0:08:55Since that very first no-frills flight from London to New York
0:08:55 > 0:08:58that took place 35 years ago,
0:08:58 > 0:09:01the world really has become a much smaller place
0:09:01 > 0:09:03for a much smaller price.
0:09:03 > 0:09:07And there is one budget airline that somehow manages to dominate
0:09:07 > 0:09:08the headlines,
0:09:08 > 0:09:12most recently by publicly rubbishing the opinions of customers
0:09:12 > 0:09:15who have fallen foul of their policies.
0:09:15 > 0:09:18So, should we really care what Ryanair thinks about the people
0:09:18 > 0:09:20who disagree with them?
0:09:24 > 0:09:27It first took off in 1985,
0:09:27 > 0:09:31an upstart airline whose boss wasn't afraid to tell the rest
0:09:31 > 0:09:34of the industry exactly what he thought of them.
0:09:34 > 0:09:39Since then, Ryanair has become the world's seventh largest airline,
0:09:39 > 0:09:45flying over 580 million passengers to a total of 168 destinations.
0:09:45 > 0:09:47But it has to be said that this company,
0:09:47 > 0:09:52when it comes to customer service, has an unusual approach.
0:09:52 > 0:09:56And certainly when they're dealing with customer complaints,
0:09:56 > 0:09:58a very unique style.
0:10:00 > 0:10:04Well, it seems that hardly a week goes by without one of those rather
0:10:04 > 0:10:08distinctive comments from Ryanair's boss Michael O'Leary
0:10:08 > 0:10:09making the headlines.
0:10:09 > 0:10:13Especially when he's criticising the very customers
0:10:13 > 0:10:15who are making his company a small fortune.
0:10:15 > 0:10:19Clearly, the old adage "The customer is always right"
0:10:19 > 0:10:22is not the motto for this company.
0:10:22 > 0:10:25But what is quite extraordinary is that none of this seems to do
0:10:25 > 0:10:27any harm to the business.
0:10:27 > 0:10:29Millions of us still fly with the airline.
0:10:31 > 0:10:35So, what do prospective passengers really think of what Ryanair
0:10:35 > 0:10:37has to say about its customers?
0:10:37 > 0:10:40To test that out, I'm going to give some of Michael O'Leary's
0:10:40 > 0:10:43more memorable comments another airing.
0:10:43 > 0:10:45- Can I talk to you very quickly? - Course.
0:10:45 > 0:10:48Have you ever flown with Ryanair? Because I've got some quotes here.
0:10:48 > 0:10:51- "You're not getting a refund, so ... off."- Yes.
0:10:51 > 0:10:53"We don't want to hear your sob stories,
0:10:53 > 0:10:55"what part of 'no refund' don't you understand?"
0:10:55 > 0:10:58- What do you think of that? - I think it's terrible.
0:10:58 > 0:11:01- And I think it should be stopped. - But would you still fly with them?
0:11:01 > 0:11:04- No.- So you've stopped flying with them?- I have.
0:11:04 > 0:11:07Have you girls ever travelled, flown with Ryanair?
0:11:07 > 0:11:08- Yeah.- Yeah.
0:11:08 > 0:11:11Because they say interesting things about customers,
0:11:11 > 0:11:15like "What part of 'no refund' do you not understand?"
0:11:15 > 0:11:18- Do you think they're rude? - That's very rude.- That sounds rude?
0:11:18 > 0:11:22- Isn't it a cheap airline, though? - What?- Isn't it a cheap airline?
0:11:22 > 0:11:24It's very cheap, yes, so does that not matter -
0:11:24 > 0:11:26- if you're cheap, you can be rude?- No.
0:11:26 > 0:11:29They should still give the service what we paid for.
0:11:29 > 0:11:32No airline should treat their customers like that, really.
0:11:32 > 0:11:36- Have you ever travelled with Ryanair? - I have travelled with Ryanair, yes.
0:11:36 > 0:11:37What do you think about them?
0:11:37 > 0:11:41It's cheap and cheerful. It gets the job done.
0:11:41 > 0:11:43When you're booking a flight through Ryanair,
0:11:43 > 0:11:45you're not paying very much.
0:11:45 > 0:11:49So you shouldn't realistically expect amazing customer service
0:11:49 > 0:11:52in comparison to other airlines.
0:11:52 > 0:11:54But if that's right,
0:11:54 > 0:11:57and it is just a case of "You get what you pay for,"
0:11:57 > 0:12:00does that mean it's OK to publicly lambast a customer
0:12:00 > 0:12:03who has fallen foul of the company policies?
0:12:03 > 0:12:07All passengers flying Ryanair must print off their boarding pass
0:12:07 > 0:12:09before heading to the airport.
0:12:09 > 0:12:11It's all in the terms and conditions and,
0:12:11 > 0:12:14before you confirm your booking, you have to tick a box
0:12:14 > 0:12:18agreeing to that, and to paying a charge if you turn up without them.
0:12:18 > 0:12:22But this summer, one woman from Hertfordshire felt the full force
0:12:22 > 0:12:25of Ryanair boss Michael O'Leary's wrath
0:12:25 > 0:12:29after failing to print off the ones for her family.
0:12:29 > 0:12:33She was charged £236 to do it at the airport,
0:12:33 > 0:12:36and her case sparked a flurry of press coverage
0:12:36 > 0:12:40after it was reported Ryanair's boss branded her an idiot.
0:12:40 > 0:12:43The airline later insisted he'd made a general comment
0:12:43 > 0:12:45and not a personal attack on her,
0:12:45 > 0:12:50although he wasn't completely repentant about his very public response.
0:12:50 > 0:12:53The lady in question did it, there was five people in her group,
0:12:53 > 0:12:55on her outbound flight,
0:12:55 > 0:12:57then arrived at the return flight two weeks later,
0:12:57 > 0:13:00"Oh, I didn't have time to print it in Alicante for two weeks."
0:13:00 > 0:13:02What do you think of a company that treats customers like that?
0:13:02 > 0:13:04It's not good customer service at all,
0:13:04 > 0:13:06you won't get people reusing that airline
0:13:06 > 0:13:08if that's the way they speak to their customers.
0:13:08 > 0:13:11It is ridiculous. No other company would get away with that
0:13:11 > 0:13:13and I don't know why they still get away with it.
0:13:13 > 0:13:15But here's the thing.
0:13:15 > 0:13:18Though undoubtedly an unusual tactic,
0:13:18 > 0:13:20being told that the customer is always wrong
0:13:20 > 0:13:23does not seem to have been bad for business.
0:13:23 > 0:13:27In fact, in 2012 Ryanair's rise in profits,
0:13:27 > 0:13:30coupled with an increase in passenger numbers,
0:13:30 > 0:13:33put them in the position of being Europe's biggest airline,
0:13:33 > 0:13:35which does seem to suggest that,
0:13:35 > 0:13:38however rude some of Ryanair's comments may appear,
0:13:38 > 0:13:40they don't put people off.
0:13:40 > 0:13:43- Have you ever flown Ryanair? - Several times, Angela.
0:13:43 > 0:13:45- What do you think about them? - I think they're fabulous,
0:13:45 > 0:13:48they offer a really good value for money service.
0:13:48 > 0:13:51What do you think about the way they treat their customers?
0:13:51 > 0:13:55Saying that you're stupid if you don't know how to print of your boarding pass.
0:13:55 > 0:13:57I think he's a little bit strict.
0:13:58 > 0:13:59And I think...
0:13:59 > 0:14:03I think they could operate a more flexible customer services policy,
0:14:03 > 0:14:08but having said that, the service they offer, cheap and cheerful, going from A to B, is fine.
0:14:09 > 0:14:14When we asked Ryanair about their unique approach to customer service,
0:14:14 > 0:14:17they were very polite, telling us...
0:14:18 > 0:14:24All they ask passengers to do is:
0:14:26 > 0:14:33As any failure to do so has cost implications for them:
0:14:36 > 0:14:40As far as they are concerned, their customer service is second to none...
0:14:48 > 0:14:51It's hard to see Ryanair changing its style,
0:14:51 > 0:14:54so as long as we consumers are more concerned with price
0:14:54 > 0:14:58than manners, we should know exactly what to expect.
0:14:59 > 0:15:02Don't show up in our airport looking for a free gin and tonic,
0:15:02 > 0:15:07don't show up on our aircraft looking for a free meal. You know you're not getting one.
0:15:13 > 0:15:15It's estimated that more than one in five of us
0:15:15 > 0:15:19don't take out adequate travel insurance when we go away.
0:15:19 > 0:15:23It isn't always easy knowing what cover you need or exactly what
0:15:23 > 0:15:27to look for in a policy, but the way we book our travel these days
0:15:27 > 0:15:31means that having the right insurance is more vital than ever.
0:15:33 > 0:15:36A lot of people now book their holiday in little sections
0:15:36 > 0:15:39separately, so they book a flight from one person,
0:15:39 > 0:15:40they book their hotel themselves
0:15:40 > 0:15:42through a comparison website.
0:15:42 > 0:15:45And if you do that, you don't have the protections you might have
0:15:45 > 0:15:46if you book a package holiday.
0:15:46 > 0:15:49In that situation it's really important that you've got
0:15:49 > 0:15:51a travel insurance policy that's going to cover you.
0:15:51 > 0:15:54If you end up having to make a claim for medical treatment
0:15:54 > 0:15:58while you're overseas, the cost of that could be incredibly expensive.
0:15:58 > 0:16:01So we recommend that you look for a policy that's got a minimum
0:16:01 > 0:16:04cover level of £2 million for travelling in Europe
0:16:04 > 0:16:06and five million for travelling elsewhere.
0:16:06 > 0:16:10That may seem incredibly high, but you can get close to hitting those
0:16:10 > 0:16:13cover limits and you don't want to end up having to pay a penny.
0:16:13 > 0:16:16But if the unexpected does happen,
0:16:16 > 0:16:19you don't want to be told your insurance isn't valid.
0:16:19 > 0:16:21So, here's a sobering fact.
0:16:21 > 0:16:24You may find your insurance policy won't pay out
0:16:24 > 0:16:26if you've had a glass of wine or two.
0:16:28 > 0:16:31Many insurers have really strict limits on the amount you can drink
0:16:31 > 0:16:33and still remain covered.
0:16:33 > 0:16:36The worst-case scenario is that you have a couple of glasses,
0:16:36 > 0:16:39end up having to make a claim for something completely unrelated
0:16:39 > 0:16:42but have it turned down because there was a note in your file
0:16:42 > 0:16:45saying that you had a couple of glasses of wine that night.
0:16:45 > 0:16:47So if you do like to have a drink on holiday,
0:16:47 > 0:16:50make sure you read the small print in your travel insurance policy
0:16:50 > 0:16:53before you go, and pick up a policy that is right for you.
0:16:53 > 0:16:57If that sounds scary, here's cause for hope.
0:16:57 > 0:17:00New industry rules are on the way that will make things easier
0:17:00 > 0:17:03for consumers when it comes to making sure your insurance company
0:17:03 > 0:17:05has all the right information.
0:17:05 > 0:17:09From later this year, the Consumer Insurance Act is going
0:17:09 > 0:17:10to come into force.
0:17:10 > 0:17:13That will put the onus on insurers to find out everything they need
0:17:13 > 0:17:17to know from customers before they take out an insurance policy.
0:17:17 > 0:17:21Currently, the onus is on customers to let the insurer know everything
0:17:21 > 0:17:24that could be relevant to that policy before they take it out.
0:17:24 > 0:17:26But if you're over 65,
0:17:26 > 0:17:29as of April last year the insurance industry and the government
0:17:29 > 0:17:32have introduced an agreement which should make things better.
0:17:32 > 0:17:34Known as signposting,
0:17:34 > 0:17:37it means that if a company won't give you cover because of your age,
0:17:37 > 0:17:40they'll have to point you in the direction of someone who will.
0:17:40 > 0:17:43If you do get turned down by an insurer, don't lose heart.
0:17:43 > 0:17:46There's almost certainly somebody out there that will cover you,
0:17:46 > 0:17:49and it might be worth asking the insurer that turned you down
0:17:49 > 0:17:52if they do have someone who they can pass you on to.
0:17:52 > 0:17:53If you can't find anybody,
0:17:53 > 0:17:56try going to the British Insurance Brokers' Association.
0:17:56 > 0:17:59They can put you in touch with a broker that will cover you
0:17:59 > 0:18:02no matter what your circumstances are.
0:18:06 > 0:18:08While we've been on Tenerife,
0:18:08 > 0:18:11we've been hearing about your holiday experiences.
0:18:11 > 0:18:14Rob and Wynn loved visiting the Maldives,
0:18:14 > 0:18:17but on their last trip they were confronted with some small print
0:18:17 > 0:18:20which made them distinctly uncomfortable.
0:18:20 > 0:18:22We've been to a number of different islands,
0:18:22 > 0:18:27which are all gorgeous. This particular one, what's it called?
0:18:27 > 0:18:31- Vilamendhoo.- Vilamendhoo, a brand-new island and a gorgeous island.
0:18:32 > 0:18:34But they've got several odd policies.
0:18:34 > 0:18:37Before they'll let you on the sea plane which will take you
0:18:37 > 0:18:41to your island, you have to sign a disclaimer.
0:18:41 > 0:18:43And the disclaimer really disclaims them from
0:18:43 > 0:18:46any injury for any purpose whatsoever.
0:18:46 > 0:18:49- No matter what the circumstances? - No matter what the circumstances.
0:18:49 > 0:18:51Simon, what do you make of that?
0:18:51 > 0:18:54I have never heard of anything like this.
0:18:54 > 0:18:57And, luckily, there is absolutely no weight.
0:18:57 > 0:19:02So long as you have booked through a UK tour operator,
0:19:02 > 0:19:08they are absolutely responsible for ensuring your safety on that island.
0:19:08 > 0:19:11So, if somebody staggers off the plane,
0:19:11 > 0:19:14"I'm exhausted, I just want to get to my hotel and relax."
0:19:14 > 0:19:17If somebody puts a clipboard in front of me and says, "Sign here,"
0:19:17 > 0:19:22what I would do is say, "I signed this under protest,"
0:19:22 > 0:19:25signed under protest, take a picture of that.
0:19:25 > 0:19:30And then give the tour operators hell and say, "What are you doing?!
0:19:30 > 0:19:34"You are trying to... Your agents, the people running this island,
0:19:34 > 0:19:38"are trying to absolve themselves when you know full well,
0:19:38 > 0:19:42"because it's your duty under the UK law, to look after me."
0:19:44 > 0:19:48You often tell us that the way your holiday has been advertised
0:19:48 > 0:19:51is at odds with what you find when you get there.
0:19:51 > 0:19:54We were told we could walk to the beach, but it wasn't,
0:19:54 > 0:19:57it was like a golf resort and it was quite far from the beach.
0:19:57 > 0:19:59So we had to get a taxi.
0:19:59 > 0:20:01We did walk on the first night, but it was such a trek.
0:20:01 > 0:20:03- It took about an hour and a half, didn't it?- Yeah.
0:20:03 > 0:20:06So yeah, I think you should be told how close,
0:20:06 > 0:20:09if you like to go on the beach, which we do every day, I think
0:20:09 > 0:20:12you should be told how close it was to the beach, be honestly told.
0:20:12 > 0:20:14Yeah.
0:20:15 > 0:20:18While we've been out here, we've been running
0:20:18 > 0:20:22some of the problems you've sent us past our travel experts.
0:20:22 > 0:20:26Simon, an e-mail from Gosport from David, who says that he sent money
0:20:26 > 0:20:29to his son in America, 1,100.
0:20:29 > 0:20:32He was charged by Santander, his bank here, £25,
0:20:32 > 0:20:35which he says, "Fair enough, that was an administration fee."
0:20:35 > 0:20:39However, when his son went to collect the money by a branch
0:20:39 > 0:20:44of Santander in the States, he was charged 25 to access the money.
0:20:44 > 0:20:47How can they be charged twice for the same transaction?
0:20:47 > 0:20:50Well, because I daresay somewhere in the Santander rule book,
0:20:50 > 0:20:53in the UK it says this will cost £25,
0:20:53 > 0:20:56which is about right for a money transfer out there.
0:20:56 > 0:21:00And then, somehow, in the US book of Santander rules
0:21:00 > 0:21:03it says, "Of course you need to pay 25."
0:21:03 > 0:21:05So, another £15 for that.
0:21:05 > 0:21:09Frankly, I wouldn't dream of using my standard bank
0:21:09 > 0:21:11to transfer money abroad.
0:21:11 > 0:21:15Better than that is to organise, in advance,
0:21:15 > 0:21:18a prepaid travel money card.
0:21:18 > 0:21:25In that case, the dad can just load the card in the UK with money.
0:21:25 > 0:21:27You're getting a pretty good rate of exchange,
0:21:27 > 0:21:30there generally aren't any significant charges,
0:21:30 > 0:21:34there may be a bit for an ATM here to actually withdraw the cash,
0:21:34 > 0:21:38but it's a much cheaper way of effectively transferring money abroad,
0:21:38 > 0:21:41certainly than going to your bank and saying, "Organise this for me."
0:21:41 > 0:21:43Where do you go to get it? Into a bank?
0:21:43 > 0:21:46Ah, well, you can go to a travel agent. You can go to a post office.
0:21:46 > 0:21:49You can go to your bank of course, or, if you're online,
0:21:49 > 0:21:51you can search around
0:21:51 > 0:21:54and go maybe to a comparison website where you'll be able
0:21:54 > 0:21:57to see the merits and the demerits of these various things.
0:21:57 > 0:21:59And certainly there will be a card that's right.
0:21:59 > 0:22:02I've actually got about half a dozen of these cards,
0:22:02 > 0:22:05they're very useful in various situations
0:22:05 > 0:22:08whether you're transferring money or whether you just want to lock in
0:22:08 > 0:22:11to a particular rate of exchange.
0:22:11 > 0:22:14Santander say their terms of conditions state
0:22:14 > 0:22:17that international transfers may incur a charge.
0:22:17 > 0:22:20So what happened here was standard and correct.
0:22:20 > 0:22:23But, as a gesture of goodwill,
0:22:23 > 0:22:25they have refunded the fee paid in the UK.
0:22:29 > 0:22:34Still to come on Rip Off Britain, how when you hire a car abroad
0:22:34 > 0:22:37you may end up paying for the same thing twice.
0:22:37 > 0:22:40I basically had two insurance policies for the same thing.
0:22:43 > 0:22:45Come on, doggies. Come on. Good girls.
0:22:45 > 0:22:48'As you know, we're a nation of animal lovers.
0:22:48 > 0:22:51'Every other British household has a pet of some kind,
0:22:51 > 0:22:53'and eight million of us have dogs.'
0:22:53 > 0:22:56In my case, I have two. These are my two cavaliers.
0:22:56 > 0:22:59This is Gemma, who's five, and Roxy, who's just a year old.
0:22:59 > 0:23:03As a family, I have to admit it, we are devoted to them.
0:23:03 > 0:23:05Let's face it, we all love going on holiday.
0:23:05 > 0:23:09But increasingly, pet owners like me just simply don't want to leave their dogs behind
0:23:09 > 0:23:11for two or three weeks,
0:23:11 > 0:23:14so how do you go about taking them on holiday with you?
0:23:15 > 0:23:16Good question.
0:23:16 > 0:23:20Taking your precious pooch away with you isn't always simple.
0:23:20 > 0:23:23In recent years, new rules have come in, designed to make it easier
0:23:23 > 0:23:25to travel overseas with a pet
0:23:25 > 0:23:29and to avoid the need for dreaded quarantine wherever possible.
0:23:29 > 0:23:33But some pet owners still find the process time-consuming,
0:23:33 > 0:23:34stressful and expensive.
0:23:37 > 0:23:40Last year, Ann and Chris Denton from Ross-shire were planning
0:23:40 > 0:23:43the holiday of a lifetime in Canada and Alaska.
0:23:43 > 0:23:47But they didn't want to leave their beloved lurcher, Pearl, at home.
0:23:49 > 0:23:53We've been married 30 odd years. Never had a family.
0:23:53 > 0:23:57So this is our family. You know, it's always been dogs, dogs, dogs.
0:23:57 > 0:24:00Wherever we go, the dogs go with us.
0:24:00 > 0:24:07Whether it's a long holiday, short holiday, everywhere. The dog comes.
0:24:07 > 0:24:10As they would be away for three months, they were horrified
0:24:10 > 0:24:13at the prospect of leaving Pearl in a kennel for all that time.
0:24:14 > 0:24:17It was just out of the question.
0:24:17 > 0:24:19You know, we couldn't put her in kennels
0:24:19 > 0:24:23because of the amount of time we were away. It was just far too long.
0:24:23 > 0:24:27- In fact, we wouldn't even consider it for one week.- No.
0:24:27 > 0:24:29We wanted to take her on holiday anyway.
0:24:30 > 0:24:34It seemed the perfect opportunity for Ann and Chris to take advantage
0:24:34 > 0:24:39of the new Europe-wide rules that came in at the start of last year.
0:24:39 > 0:24:42Under these, British pets can now travel more easily
0:24:42 > 0:24:46without blood test to countries on an approved list, including Canada.
0:24:48 > 0:24:52The thing was, at Christmas I always wanted to go to Canada
0:24:52 > 0:24:56and Alaska to see wild animals and things like that.
0:24:56 > 0:25:00And we said this for donkey's years, but they were going to change
0:25:00 > 0:25:06the regulations so that the pets, you can take your pets with you.
0:25:07 > 0:25:10- And that's what made our mind up. - Yeah.
0:25:10 > 0:25:14With the decision made to take Pearl on a plane for the first time,
0:25:14 > 0:25:17there was just the question of making the arrangements.
0:25:17 > 0:25:19But before their four-legged friend could even make it to
0:25:19 > 0:25:22the airport here, she would need a pretty expensive shopping
0:25:22 > 0:25:25list to comply with the new rules.
0:25:25 > 0:25:29First of all, a pet passport, with a price tag of around £30.
0:25:31 > 0:25:34A vaccination against rabies, roughly another 50 quid.
0:25:35 > 0:25:40A specialised crate for the dog to go in the hold, about £140.
0:25:40 > 0:25:44And a microchip implanted so Customs can ID her,
0:25:44 > 0:25:47adding around £20 to the bill.
0:25:47 > 0:25:51Without one of those, your pet won't be able to travel.
0:25:51 > 0:25:54And your dog, by the way, needs to be measured as well.
0:25:58 > 0:26:02The Dentons hadn't realised it would be this complicated,
0:26:02 > 0:26:06not to mention expensive, to fly Pearl to Canada.
0:26:06 > 0:26:09Although all three of them safely made it to the Rockies,
0:26:09 > 0:26:12the journey back proved to be a lot more complicated.
0:26:12 > 0:26:15The couple claim they'd been given conflicting advice
0:26:15 > 0:26:17when finding the way through all the rules.
0:26:17 > 0:26:21And as a result, they hadn't yet booked Pearl's flight home,
0:26:21 > 0:26:24as the airline said they should have done.
0:26:24 > 0:26:27So they ended up having to arrange it whilst they were in Canada,
0:26:27 > 0:26:29which again was not easy.
0:26:30 > 0:26:34To fill all these forms in, 17 pages,
0:26:34 > 0:26:38because by this time it was overtaking our holiday.
0:26:38 > 0:26:42You know? We were concentrating on getting the dog back home.
0:26:42 > 0:26:46In the end, the Dentons did travel home with Pearl.
0:26:46 > 0:26:48But the whole experience has left them
0:26:48 > 0:26:51vowing never to take her skywards again.
0:26:51 > 0:26:53We couldn't possibly go through it. No.
0:26:53 > 0:26:56There will never be a holiday like it again.
0:26:56 > 0:26:59I'll never take her on a plane. Never.
0:26:59 > 0:27:03And although Ann and Chris's difficulties were unusual,
0:27:03 > 0:27:05it isn't always simple either for those of us
0:27:05 > 0:27:10wishing to take our pets on trips closer to home.
0:27:10 > 0:27:12I know how confusing and complicated it can be to try
0:27:12 > 0:27:15and take your dog is on holiday, particularly
0:27:15 > 0:27:17if you don't want to spend a fortune doing it.
0:27:17 > 0:27:20One of our favourite destinations is the South of France
0:27:20 > 0:27:22and I do like to take the dogs with us.
0:27:22 > 0:27:25We've got that time to spare. However, it confuses me
0:27:25 > 0:27:28even further the way the costs and rules vary in taking
0:27:28 > 0:27:31your pets abroad, depending on how you choose to travel.
0:27:34 > 0:27:37Let's say you want to take your dog to France by plane.
0:27:37 > 0:27:41There isn't even agreement between all the airlines on how
0:27:41 > 0:27:44they'll get there or what you'll have to pay.
0:27:44 > 0:27:48Fly British Airways and pets are only allowed as freight in the hold.
0:27:48 > 0:27:52And as BA Cargo don't deal direct with members of the public,
0:27:52 > 0:27:56you have to use a pet travel agent, which all adds to the cost.
0:27:56 > 0:27:58Life is a bit easier for the four-legged with
0:27:58 > 0:28:01some of the Continental airlines.
0:28:01 > 0:28:03Air France, and for that matter Germany's Lufthansa
0:28:03 > 0:28:08and Holland's KLM, will let you carry a small cat or dog on board
0:28:08 > 0:28:11with you in the cabin for a very small fee.
0:28:12 > 0:28:14But it's a plain no
0:28:14 > 0:28:17to flying with a pet on the best-known budget airlines.
0:28:17 > 0:28:21EasyJet and Ryanair won't carry them at all.
0:28:22 > 0:28:25So what about going on the train? After all,
0:28:25 > 0:28:29the Eurostar zaps from London to Paris in something like two hours.
0:28:29 > 0:28:33Sadly, like all pets, Roxy and Gemma won't be able to go on it
0:28:33 > 0:28:36because pets are not allowed on the international train.
0:28:36 > 0:28:40However, the main ferry companies have a much more pet friendly
0:28:40 > 0:28:44attitude and you can set sail to destinations across Europe
0:28:44 > 0:28:46with your pets on board.
0:28:46 > 0:28:50But if as a pet owner you find all of this information a bit confusing, trust me,
0:28:50 > 0:28:54there is a way you can do it without it costing you a fortune and if
0:28:54 > 0:28:58you would like further details, all you have to do is go to our website.
0:29:06 > 0:29:08Next, hire cars.
0:29:08 > 0:29:11Something that on many holidays are absolutely essential.
0:29:11 > 0:29:14But an awful lot of you have contacted us
0:29:14 > 0:29:18because you're experiencing exactly the same problem and it's this.
0:29:18 > 0:29:21You've sought out the best deal online and then
0:29:21 > 0:29:24when you've booked and paid for the car, you've done what really
0:29:24 > 0:29:28seems to be the sensible thing to do and opted for extra insurance,
0:29:28 > 0:29:30just in case the worst happens.
0:29:30 > 0:29:34It costs a few pounds more but should give you all the cover that you need.
0:29:34 > 0:29:38So why when you then try and pick the car up at the airport have
0:29:38 > 0:29:43so many of you been told that you now need to shell out extra to buy
0:29:43 > 0:29:46that same insurance a second time?
0:29:47 > 0:29:52It's estimated that up to two million Brits hire cars abroad every day.
0:29:52 > 0:29:55But how many of those have ended up paying for something
0:29:55 > 0:29:57they didn't need?
0:29:57 > 0:30:00Musician Peter Watt did.
0:30:00 > 0:30:03When he landed in Milan at the start of an Italian holiday,
0:30:03 > 0:30:06he was looking forward to a smooth ride.
0:30:06 > 0:30:10But he hit his first bump in the road before he'd even left the airport.
0:30:10 > 0:30:13Before we went on the trip, we decided to hire a car,
0:30:13 > 0:30:16so I trawled the internet through the usual search engines
0:30:16 > 0:30:20and found what looked like the best deal at the time.
0:30:20 > 0:30:23It was about £18 per day for the basic car,
0:30:23 > 0:30:25included in that was coverage and damage waiver.
0:30:25 > 0:30:30There can be confusing jargon involved when you hire a car.
0:30:30 > 0:30:34Collision Damage Waiver or CDW covers you under certain
0:30:34 > 0:30:38circumstances for accidental damage to the vehicle.
0:30:38 > 0:30:41But it usually only gives basic protection
0:30:41 > 0:30:46and leaves you liable for paying what's often a very large excess.
0:30:46 > 0:30:48Sometimes as much as 1,000 euros.
0:30:48 > 0:30:51And it can be hard to argue against paying that.
0:30:51 > 0:30:56Most hire companies insist on taking your credit card details when you first pick up the vehicle
0:30:56 > 0:31:00so that if you return the car with any sort of damage, they've
0:31:00 > 0:31:04already got the authorisation to take that money right away.
0:31:04 > 0:31:06They normally swipe your credit card
0:31:06 > 0:31:09when you go on these things to cover the excess and I don't
0:31:09 > 0:31:13like the thought of someone having their hand in my wallet, basically.
0:31:13 > 0:31:16To avoid the risk of a high excess charge
0:31:16 > 0:31:18and giving anyone the right to take it,
0:31:18 > 0:31:22Phil took up the option of paying a bit more to buy extra protection,
0:31:22 > 0:31:26so that he wouldn't be stuck with a huge bill if anything went wrong.
0:31:26 > 0:31:29I decided to cover the excess on the Collision Damage Waiver
0:31:29 > 0:31:31because I know it's fairly expensive stuff.
0:31:31 > 0:31:35The cost of the cover was around three or four pounds per day.
0:31:35 > 0:31:39And as far as I'm concerned, it said zero excess, so I was purchasing
0:31:39 > 0:31:42something that was going to indemnify me
0:31:42 > 0:31:45from paying any excess should there be a problem.
0:31:47 > 0:31:51In fact, the extra cover that Peter bought did not mean that
0:31:51 > 0:31:55if he was in an accident he would not have to pay any excess.
0:31:55 > 0:31:58It just meant that he would be entitled to reclaim it.
0:31:58 > 0:32:03Cover like this can cost anything between £3 and £12 per day
0:32:03 > 0:32:07and though not every policy will necessarily protect you against
0:32:07 > 0:32:09damage to all parts of the car,
0:32:09 > 0:32:13they can stop you being out of pocket for that whopping excess.
0:32:13 > 0:32:16So, happy that he had all the cover he needed,
0:32:16 > 0:32:19when Peter's flight landed in Italy,
0:32:19 > 0:32:22he went to the car hire desk at the airport to pick up his keys.
0:32:22 > 0:32:25But it was not a happy scene.
0:32:25 > 0:32:27I was very aware of a couple,
0:32:27 > 0:32:30sounded like an American couple, on the desk adjacent to the one
0:32:30 > 0:32:33I was on, having a bit of a heated discussion about something.
0:32:33 > 0:32:36I wasn't very sure what it was at the time,
0:32:36 > 0:32:38but it was only a few minutes later I discovered
0:32:38 > 0:32:41the reason for the gripe they were having.
0:32:41 > 0:32:43I was about to face the same problem.
0:32:43 > 0:32:47Peter was told by the man at the rental desk that the extra cover
0:32:47 > 0:32:50he had bought was not enough and that the only way to avoid that
0:32:50 > 0:32:55high excess was to buy a further policy from them. On the spot.
0:32:55 > 0:32:56I said to him,
0:32:56 > 0:33:00I've already purchased an indemnity policy to cover me for this.
0:33:00 > 0:33:03And he just looked up and said, basically, we don't accept that.
0:33:03 > 0:33:06I said, "What do you mean, you don't accept it?"
0:33:06 > 0:33:08He said, "We don't recognise that policy."
0:33:08 > 0:33:10The rental company's policy worked slightly
0:33:10 > 0:33:13differently from the one he'd already bought,
0:33:13 > 0:33:17which waived the excess altogether so that he didn't need to reclaim it.
0:33:17 > 0:33:19And as he already had that excess cover,
0:33:19 > 0:33:23Peter really couldn't see why he had to buy any more cover.
0:33:23 > 0:33:26Especially as it was going to cost him 86 euros.
0:33:26 > 0:33:29The cost was actually about the same as the car hire,
0:33:29 > 0:33:31so nearly doubled the whole deal.
0:33:31 > 0:33:34But keen to get on with the start of his holiday,
0:33:34 > 0:33:36Peter did eventually pay.
0:33:36 > 0:33:40The last thing you want to do when you've spent hours on a plane
0:33:40 > 0:33:42and have arrived in a foreign country is stand there
0:33:42 > 0:33:46arguing with somebody in order to carry on with your holiday.
0:33:46 > 0:33:51But Peter is not alone when it comes to being talked into buying
0:33:51 > 0:33:54extra car cover that quite frankly he didn't need.
0:33:54 > 0:33:59Indeed, complaints about this sort of thing and a whole range of other
0:33:59 > 0:34:03unexpected car hire charges regularly turn up in our postbag
0:34:03 > 0:34:05and in our inbox.
0:34:05 > 0:34:08So what can you actually do if you turn up at a car hire desk
0:34:08 > 0:34:13and find that they are asking you to pay even more money?
0:34:13 > 0:34:15Well, the man from the AA should know.
0:34:15 > 0:34:19If you have bought insurance before, and it's normally cheaper to
0:34:19 > 0:34:22do it that way, when you get to the destination, don't pay for waiver
0:34:22 > 0:34:26as well because you're effectively paying for the same thing twice.
0:34:26 > 0:34:28If you do buy insurance and you find yourself pressurised
0:34:28 > 0:34:31into buying a waiver policy as well,
0:34:31 > 0:34:33when you get back to the UK
0:34:33 > 0:34:36see whether or not the insurance company that you bought
0:34:36 > 0:34:39the cover from is willing to reimburse you that amount.
0:34:39 > 0:34:43They're probably not obliged to do so, but reputable companies will probably take some sympathy
0:34:43 > 0:34:45and give you your money back.
0:34:45 > 0:34:50When he got back to the UK, Peter did contact the company from whom
0:34:50 > 0:34:51he bought the first policy,
0:34:51 > 0:34:56Rentalcars.com, but he feels he was fobbed off with standard e-mails.
0:34:56 > 0:34:59I got the distinct impression they were just not listening to
0:34:59 > 0:35:01anything I was saying.
0:35:01 > 0:35:05None of the points I actually brought up were addressed at all.
0:35:05 > 0:35:08Basically I had two insurance policies for the same thing.
0:35:08 > 0:35:11I couldn't understand why the airport one didn't recognise
0:35:11 > 0:35:13the one I purchased back in the UK.
0:35:13 > 0:35:17So we asked Rentalcars.com how come their customer seemed to end up
0:35:17 > 0:35:21paying twice to insure against the excess?
0:35:21 > 0:35:25Though of course it wasn't Rentalcars.com who made him
0:35:25 > 0:35:28buy the second policy,
0:35:28 > 0:35:32they do agree that they didn't clearly respond to Peter's concerns,
0:35:32 > 0:35:35which instead of resolving the situation,
0:35:35 > 0:35:37contributed to his frustration.
0:35:37 > 0:35:41They have therefore refunded the money that he paid them.
0:35:41 > 0:35:44Even better, they've said where customers can provide
0:35:44 > 0:35:47proof of purchase of a second policy with another car rental
0:35:47 > 0:35:53company, they'll offer a full credit to use against a future rental.
0:35:53 > 0:35:56But from now on, Pete is going to be very cautious
0:35:56 > 0:35:58when looking to hire a car abroad.
0:35:58 > 0:36:02I've always thought that going for the best price was the best policy
0:36:02 > 0:36:03because inherently in the past,
0:36:03 > 0:36:06it never seemed to be such a big problem.
0:36:06 > 0:36:08But now there seem to be so many hidden items,
0:36:08 > 0:36:11I'm wondering if the cheap deal is the best deal.
0:36:18 > 0:36:21For many travellers, it's a familiar feeling.
0:36:21 > 0:36:24Look at the small print on your airline booking
0:36:24 > 0:36:29and at the bottom there is a baffling breakdown of where your holiday cash is actually going.
0:36:29 > 0:36:32And there's that dreaded line that has nothing to do with
0:36:32 > 0:36:34the cost of getting from A to B, tax.
0:36:34 > 0:36:40So how much of our airline fares go on the price of the flight?
0:36:40 > 0:36:43And how much is going straight into the government's coffers?
0:36:43 > 0:36:48Take for example the price of an average flight to the Spanish sunshine.
0:36:48 > 0:36:52Do passengers have any idea how big the tax man's chunk is to be?
0:36:52 > 0:36:56I don't know how much we should pay for taxes really.
0:36:56 > 0:36:59No idea. I don't know where any of our money is going.
0:36:59 > 0:37:03I believe we pay the highest in the EU, but I don't really know anything about it.
0:37:03 > 0:37:05No, I haven't got a clue.
0:37:05 > 0:37:08Do you? Can you tell me?
0:37:08 > 0:37:12Well, the biggest chunk is what's become known as the holiday tax.
0:37:12 > 0:37:17Its official name is airline passenger duty, or APD for short.
0:37:17 > 0:37:19And it's a tax that's levied on passengers
0:37:19 > 0:37:22who are flying from UK airports.
0:37:23 > 0:37:26The amount that we pay in airline passenger duty has soared
0:37:26 > 0:37:29since it was first introduced in 1994.
0:37:29 > 0:37:32It used to be a fixed rate of just a fiver
0:37:32 > 0:37:36if you were flying economy and a tenner in the posh seats.
0:37:36 > 0:37:40However since then, not only have these rates more than doubled, but
0:37:40 > 0:37:44you will now also pay more depending on how far you fly, meaning that UK
0:37:44 > 0:37:50passengers now fork out more on this duty than anywhere else in the world.
0:37:50 > 0:37:54ABTA, the regulatory body set up to protect holidaymakers,
0:37:54 > 0:37:58thinks that the government has gone too far.
0:37:58 > 0:38:01It's basically a revenue raising exercise by the government.
0:38:01 > 0:38:03We think it's now got way too high.
0:38:03 > 0:38:07If you take for example a family of four who fly to Florida,
0:38:07 > 0:38:12they will now be paying more than £260 in tax.
0:38:12 > 0:38:15As for the airlines themselves, normally the most
0:38:15 > 0:38:21bitter of rivals, several are now united in campaigning against APD.
0:38:21 > 0:38:24It is making the UK uncompetitive.
0:38:24 > 0:38:29It is making it impossible for us to compete on the global scale
0:38:29 > 0:38:31and it's damaging the UK.
0:38:31 > 0:38:35It's damaging job creation and it's absolutely the wrong thing to do.
0:38:35 > 0:38:39It really is deterring people from coming to the UK.
0:38:39 > 0:38:44I think it's getting to a stage where it's actually going to cost the country money.
0:38:44 > 0:38:46Airlines such as Monarch, Jet2
0:38:46 > 0:38:50and American Airlines have also joined forces with ABTA in backing
0:38:50 > 0:38:54a petition to Parliament which now has over 100,000 signatures.
0:38:54 > 0:38:59We've been calling, along with many others in the industry
0:38:59 > 0:39:00and members of the public as well,
0:39:00 > 0:39:04for the government to look at this and to say enough is enough.
0:39:04 > 0:39:07Not only is it penalising people who want to go on holiday,
0:39:07 > 0:39:10it's making us really uncompetitive now as an economy as well.
0:39:10 > 0:39:12Many of Britain's airports,
0:39:12 > 0:39:16especially those outside of London, are shouting loudly that APD
0:39:16 > 0:39:21is hitting them hard and seeing them lose routes from airlines who
0:39:21 > 0:39:25are saying the tax makes flights on less popular routes uneconomical.
0:39:25 > 0:39:29But with the deficit high and the government desperate for cash,
0:39:29 > 0:39:32why shouldn't air travellers pay their share?
0:39:32 > 0:39:35Well, the Treasury says it acknowledges that family
0:39:35 > 0:39:38budgets are being squeezed, so to help,
0:39:38 > 0:39:41it's limited the rise in air passenger duty to inflation and
0:39:41 > 0:39:46APD rates will only increase by one pound for the majority of passengers.
0:39:47 > 0:39:50And there's more good news for passengers in Northern Ireland.
0:39:50 > 0:39:54As of this month, APD has been abolished on long haul flights,
0:39:54 > 0:39:57which at present means the daily departure to New York.
0:39:57 > 0:40:01But what about travellers from the rest of the UK?
0:40:03 > 0:40:06Is there any way to avoid a tax that is equally unpopular with
0:40:06 > 0:40:09passengers and airlines?
0:40:09 > 0:40:12Well, if you don't mind a longer flight, yes, there is.
0:40:14 > 0:40:18On long haul flights that involve a change of planes,
0:40:18 > 0:40:22if you say include a stopover of a minimum of 24 hours en route,
0:40:22 > 0:40:26you will only be charged the tax to the first place you land.
0:40:26 > 0:40:31For example, stop for a break in Amsterdam on the way to Singapore
0:40:31 > 0:40:34and your APD is reduced from £92 to £13.
0:40:34 > 0:40:36Nice, if you've got the time.
0:40:36 > 0:40:39But for most of us, stuck with the limited time off
0:40:39 > 0:40:42and wanting to get straight to our destination,
0:40:42 > 0:40:46it looks like the so-called holiday tax is here to stay.
0:40:49 > 0:40:51Here, at Rip-Off Britain,
0:40:51 > 0:40:53we're always ready to investigate your stories,
0:40:53 > 0:40:55on any subject, not just holidays.
0:40:55 > 0:40:59Confused over your bills or just trying to wade through
0:40:59 > 0:41:00never-ending small print.
0:41:00 > 0:41:03When they sit you down to sign up for things, they don't give
0:41:03 > 0:41:06you the chance or the time to read through all of that small print.
0:41:06 > 0:41:09Unsure what to do when you discover you've lost out
0:41:09 > 0:41:13and that so-called great deal has ended up costing you money.
0:41:13 > 0:41:18You feel as though because you got a cheap deal, you are not worth their time in the same way.
0:41:18 > 0:41:21You might have a cautionary tale of your own and want to share
0:41:21 > 0:41:25the mistakes you made with us so others don't do the same.
0:41:25 > 0:41:30I feel angry, I feel stupid that I'd allow this to happen to me.
0:41:32 > 0:41:35You can write to us at:
0:41:42 > 0:41:44Or send us an e-mail:
0:41:49 > 0:41:53The Rip-Off team are ready and waiting to investigate your stories.
0:41:56 > 0:41:59As we've been hearing, these days in the age of the internet,
0:41:59 > 0:42:03it's never been easier to book or plan a holiday.
0:42:03 > 0:42:07But if problems occur, then I'm afraid sorting them out,
0:42:07 > 0:42:09that is anything but straightforward.
0:42:09 > 0:42:14Sometimes, it may be a case of pure and simple bad customer service.
0:42:14 > 0:42:16On other occasions,
0:42:16 > 0:42:20it may be because you didn't get the protection you expected or
0:42:20 > 0:42:23you didn't take the trouble to read and understand all that small print.
0:42:23 > 0:42:27But whatever the reason, probably the best advice is,
0:42:27 > 0:42:32check and check again, everything that you're putting into the booking for your holiday,
0:42:32 > 0:42:35so when you reach your destination, it's exactly how you wanted it.
0:42:35 > 0:42:39We have really enjoyed being on the island of Tenerife to sort
0:42:39 > 0:42:42out some of your problems. Thanks for taking the journey with us.
0:42:42 > 0:42:46- We'll see you soon with more of your stories. From all of us, bye.- Bye.
0:42:52 > 0:42:56Subtitles by Red Bee Media Ltd