0:00:03 > 0:00:08We asked you who has left you feeling ripped off when it comes to your holidays.
0:00:08 > 0:00:11The amount of money that it's cost is just astronomical.
0:00:11 > 0:00:13It wasn't just the money - it was their attitude.
0:00:15 > 0:00:18So whether it's a deliberate rip off, a simple mistake
0:00:18 > 0:00:19or a catch in the small print,
0:00:19 > 0:00:24we'll find out why you're out of pocket and what you can do about it.
0:00:24 > 0:00:28Your stories. Your money. This is Rip Off Britain.
0:00:31 > 0:00:33Hello and welcome to Rip Off Britain,
0:00:33 > 0:00:37and today we're bringing a bit of sunshine and sea into your homes.
0:00:37 > 0:00:40We've even persuaded Gloria to go in for a paddle. Fun!
0:00:40 > 0:00:45And that's because we've come to the island of Tenerife, which is the largest of the Canary Islands,
0:00:45 > 0:00:48and throughout the programme we're going to be looking at some of
0:00:48 > 0:00:51the holiday horror stories that you've been telling us about.
0:00:51 > 0:00:54Because so often when a holiday disappoints or doesn't come up
0:00:54 > 0:00:58to expectations, it could be because you've had to end up paying
0:00:58 > 0:01:01rather more for that holiday than you originally anticipated.
0:01:01 > 0:01:03And that's exactly the point,
0:01:03 > 0:01:06because sometimes the final price of your holiday turns out to be far more
0:01:06 > 0:01:08than when you first saw it advertised,
0:01:08 > 0:01:11and maybe that's because there are hidden charges in there
0:01:11 > 0:01:13that perhaps weren't in your budget in the first place.
0:01:13 > 0:01:16Either way, whether you're holidaying at home or abroad,
0:01:16 > 0:01:19we're going to have some unmissable advice for you
0:01:19 > 0:01:21to ensure that none of that happens to you.
0:01:23 > 0:01:27Coming up: how your phone can rack up sky high charges
0:01:27 > 0:01:29when you're abroad, without you realising.
0:01:29 > 0:01:33When they said it was over ?3,000, I nearly had a heart attack.
0:01:33 > 0:01:36I went, "No, there's got to be something wrong here."
0:01:36 > 0:01:41And the big name cruise company with a price match promise that you say they don't keep.
0:01:41 > 0:01:44I felt really angry, angry, angry.
0:01:44 > 0:01:48I thought, "They're not listening. Why?"
0:01:49 > 0:01:52Well, as we've pointed out on the programme before,
0:01:52 > 0:01:56these days it's as if we're all travel agents. We sit in the comfort of our own home
0:01:56 > 0:02:00in an armchair, cup of tea on the go, with a computer booking holidays.
0:02:00 > 0:02:03Now, if you choose a company that you've never heard of before,
0:02:03 > 0:02:05and you've based it all on price,
0:02:05 > 0:02:08there may be other details that you want to take into consideration.
0:02:08 > 0:02:11Because it may not seem crucial at the time, but believe me,
0:02:11 > 0:02:16these details long-term can have huge implications if something goes wrong.
0:02:18 > 0:02:2149% of us now book a holiday online,
0:02:21 > 0:02:24giving up the high street names to sift through countless
0:02:24 > 0:02:28less familiar businesses on the internet as we hunt down the lowest price.
0:02:28 > 0:02:32And here's one that guarantees to try and find you just that.
0:02:32 > 0:02:35Promising "the same holidays for lower prices",
0:02:35 > 0:02:38West Yorkshire-based company Sunsave.com,
0:02:38 > 0:02:41not to be confused with other companies of a similar name,
0:02:41 > 0:02:45say that they have outstanding quality, service and value -
0:02:45 > 0:02:49which is what tempted Dave Peebles from Muirkirk near Glasgow to book with them.
0:02:49 > 0:02:55I went on the website for to book a holiday to Marmaris in Turkey for 12 days.
0:02:55 > 0:03:01Basically chose the flights, chose the accommodation,
0:03:01 > 0:03:05and it came to a full price of ?388.
0:03:05 > 0:03:06That you were happy with?
0:03:06 > 0:03:08I was very happy with that price.
0:03:08 > 0:03:12So I put in the credit card details
0:03:12 > 0:03:15and thought I'd booked it.
0:03:15 > 0:03:21But, another screen came up saying that these prices were not live,
0:03:21 > 0:03:25and that an adviser would actually contact me.
0:03:25 > 0:03:27The site not being live
0:03:27 > 0:03:29means that the price you see online
0:03:29 > 0:03:32won't necessarily be the one that you finally pay.
0:03:32 > 0:03:34So when the adviser DID call,
0:03:34 > 0:03:37she explained that the cost of the holiday had crept up.
0:03:37 > 0:03:41Only by a few pounds though, so Dave was happy to go ahead.
0:03:41 > 0:03:46This is a recording of the conversation he had with the Sunsave adviser.
0:04:27 > 0:04:31So twice Dave had asked to clarify the price,
0:04:31 > 0:04:34and twice he'd been left feeling that he was correct
0:04:34 > 0:04:36in his understanding of the total that he had to pay.
0:04:36 > 0:04:41But he hadn't registered that quick mention of the euros.
0:04:41 > 0:04:43So, as far as you were concerned with that conversation,
0:04:43 > 0:04:47you'd made a little tweak here and there for your extra accommodation,
0:04:47 > 0:04:50but as far as you were concerned, done and dusted, holiday booked.
0:04:50 > 0:04:52Yes. Now, when you saw your bank statement...
0:04:52 > 0:04:54Shock horror.
0:04:54 > 0:04:56Shock horror indeed.
0:04:56 > 0:04:58A total of nearly ?695
0:04:58 > 0:05:00had been taken off Dave's credit card -
0:05:00 > 0:05:04?260 more than he'd expected.
0:05:04 > 0:05:06So did you get in touch?
0:05:06 > 0:05:10I got in touch straight away, and explained that I thought there had been a mistake.
0:05:10 > 0:05:14I was then told that no mistake had been made,
0:05:14 > 0:05:17and that that was the price
0:05:17 > 0:05:21and that I had agreed to it on the telephone conversation.
0:05:21 > 0:05:25It's true that during the phone conversation the adviser DID tell Dave
0:05:25 > 0:05:28that he would have to pay for one of his flights in euros.
0:05:28 > 0:05:32But she DIDN'T give him a combined price for the total that he'd have to pay.
0:05:32 > 0:05:37And even listening back to the call, Dave feels it was unclear.
0:05:37 > 0:05:42With me I think the confusion came in where they brought in this...euros.
0:05:42 > 0:05:46Basically I thought I had actually been quoted in pounds,
0:05:46 > 0:05:55but listening to the conversation you eventually find the plus 292 euros.
0:05:55 > 0:05:57Despite his protests,
0:05:57 > 0:06:00Sunsave were adamant that Dave had been treated fairly.
0:06:00 > 0:06:04And Dave is equally adamant that he hasn't.
0:06:04 > 0:06:07How do you feel now about this whole Sunsave experience?
0:06:07 > 0:06:13I'm very angry about the way that the whole situation has went,
0:06:13 > 0:06:15from being overcharged...
0:06:17 > 0:06:20Well, it looks like Sunsave's "outstanding service"
0:06:20 > 0:06:23could cost you a lot more than you anticipated.
0:06:23 > 0:06:28But at least they say they do understand just how important a holiday is to the customer,
0:06:28 > 0:06:30so when you get when you get to your destination,
0:06:30 > 0:06:33everything's going to be perfect - isn't it?
0:06:35 > 0:06:37Well, it wasn't for Angela Dawes.
0:06:37 > 0:06:41She'd plAnnd one last big family holiday with her daughter.
0:06:41 > 0:06:45It was possibly going to be the last time that Brittany came away with us.
0:06:45 > 0:06:49She didn't like coming on holiday with Mum and Dad on her own.
0:06:49 > 0:06:54We couldn't afford to always pay for a friend to go on holiday.
0:06:54 > 0:06:57But this time, they were bringing along one of Brittany's friends,
0:06:57 > 0:07:01and Sunsave.com seemed to have the perfect holiday for all of them,
0:07:01 > 0:07:03on the Greek island of Rhodes.
0:07:03 > 0:07:06We was booking with a company that was reliable
0:07:06 > 0:07:08because of the guarantees that they advertise.
0:07:08 > 0:07:10They advertise that they're ATOL-protected,
0:07:10 > 0:07:14that there's a guarantee with Sunsave. It's on the website.
0:07:15 > 0:07:18Suitably reassured, Angela called the company
0:07:18 > 0:07:21and it was only then that she discovered, like Dave,
0:07:21 > 0:07:23that Sunsave's website ISN'T live,
0:07:23 > 0:07:28and the price of her holiday was actually higher - around ?300 higher.
0:07:28 > 0:07:32And it turned out that rather than booking a traditional package holiday,
0:07:32 > 0:07:35she was being sold a collection of separate bookings.
0:07:36 > 0:07:39I assumed it would all be one package,
0:07:39 > 0:07:44but once I found out that it was a separate booking completely
0:07:44 > 0:07:49I went along with it because that appeared to be how they did things.
0:07:49 > 0:07:51Now, you might think that that doesn't matter.
0:07:51 > 0:07:55But in fact, booking in bits as it were can make all the difference.
0:07:56 > 0:08:01Because it means that you won't have quite the special legal protection that a package holiday provides.
0:08:01 > 0:08:05The travel agent made it seem as though it was all perfectly normal,
0:08:05 > 0:08:09and it was only when we got to the resort itself and things started to go wrong,
0:08:09 > 0:08:14we realised then that things weren't as they seemed.
0:08:14 > 0:08:19The problems began as soon as they tried to check into their hotel.
0:08:19 > 0:08:22The person behind the desk explained to us
0:08:22 > 0:08:24that we'd actually been transferred to another hotel,
0:08:24 > 0:08:28and they explained to us that we'd been notified of this
0:08:28 > 0:08:30over a week ago in the UK
0:08:30 > 0:08:33and that we'd agreed to go to the hotel.
0:08:33 > 0:08:37At which point I absolutely categorically said no.
0:08:37 > 0:08:41This is not what had happened, we had had no notification at all
0:08:41 > 0:08:43from the UK or anybody else
0:08:43 > 0:08:47giving us any details of any change whatsoever.
0:08:48 > 0:08:49But it was no good.
0:08:49 > 0:08:52Angela and her family were moved to a different hotel,
0:08:52 > 0:08:56one that didn't have the facilities she'd paid for.
0:08:56 > 0:09:00They made the best of it but the holiday was a huge let down.
0:09:01 > 0:09:05And it was only when Angela got home and complained to Sunsave
0:09:05 > 0:09:09that the consequences of it not being a package became clear.
0:09:09 > 0:09:12The company told her she didn't have a contract with them
0:09:12 > 0:09:17but instead with the suppliers of the individual bits of her holiday.
0:09:17 > 0:09:20They've kept saying the same thing, "You have no contract with us.
0:09:20 > 0:09:27"You have booked with us but your contract is with the supplier."
0:09:27 > 0:09:29Angela has now been offered SOME money back
0:09:29 > 0:09:32by one of the companies involved in her booking.
0:09:32 > 0:09:34But these aren't isolated cases.
0:09:34 > 0:09:37Indeed, Sunsave has previously come to the attention
0:09:37 > 0:09:40of the Trading Standards near their West Yorkshire base,
0:09:40 > 0:09:44who told us that they have been working closely with the company
0:09:44 > 0:09:47to reduce the number of consumer complaints made about their business.
0:09:49 > 0:09:51When we contacted Sunsave, they told us the company
0:09:51 > 0:09:53was now under new ownership
0:09:53 > 0:09:55and the new management has worked tirelessly
0:09:55 > 0:10:00to ensure that situations like the ones we've heard are not repeated.
0:10:00 > 0:10:03They do agree that Angela's experience "was not satisfactory"
0:10:03 > 0:10:06and say they provided information
0:10:06 > 0:10:09to help her claim against the accommodation provider.
0:10:09 > 0:10:12And they tell us they've now changed their systems
0:10:12 > 0:10:17so that all holidays are now sold as a package with one single receipt,
0:10:17 > 0:10:20and Sunsave take full responsibility for the holiday.
0:10:20 > 0:10:23They stressed their aim is to...
0:10:27 > 0:10:31As for Dave's case, while they say the accuracy of online pricing
0:10:31 > 0:10:35is one of the biggest challenges facing the entire industry,
0:10:35 > 0:10:37they've apologised
0:10:37 > 0:10:40and agreed a goodwill gesture to compensate for what happened.
0:10:40 > 0:10:43But Angela doesn't feel any of that makes up for the fact
0:10:43 > 0:10:47that the trip she'd planned so carefully was ruined.
0:10:47 > 0:10:50It's a whole year of our lives, waiting for a holiday,
0:10:50 > 0:10:53planning for a holiday, that has just gone.
0:10:53 > 0:10:55That moment's gone. It's devastating.
0:10:55 > 0:10:56Come on!
0:11:01 > 0:11:04If you've taken your mobile phone on holiday or abroad with you recently,
0:11:04 > 0:11:07and let's face it, these days that's exactly what most of us do,
0:11:07 > 0:11:10you might have just paused a fraction before you went,
0:11:10 > 0:11:11just recalling those stories
0:11:11 > 0:11:15of horrendous bills for making phone calls and accessing data
0:11:15 > 0:11:17while you've been away.
0:11:17 > 0:11:20Now, an awful lot of holidaymakers get caught out by that,
0:11:20 > 0:11:24which is precisely why the European Union want to do something about it.
0:11:25 > 0:11:27Like most 18-year-olds,
0:11:27 > 0:11:30Rhoma King's mobile phone is barely out of her hands,
0:11:30 > 0:11:33but she tries to be careful not to spend too much.
0:11:33 > 0:11:40Because I can use the wi-fi here at home, I don't normally go overboard.
0:11:40 > 0:11:44Sometimes I go over, like about ?30 max.
0:11:44 > 0:11:47Although the contract is in her mum's name,
0:11:47 > 0:11:50Rhoma pays for it through her part-time job, which she juggles
0:11:50 > 0:11:55with studying at college and helping out in her parents' chip shop.
0:11:55 > 0:11:59In fact, she'd been so busy in 2012 that her parents decided
0:11:59 > 0:12:02they'd surprise her with a very big Christmas present.
0:12:04 > 0:12:07My mum planned for me to go on holiday to the Philippines
0:12:07 > 0:12:10to see my grandparents. I was over the moon.
0:12:10 > 0:12:13And of course, Rhoma took her mobile phone with her,
0:12:13 > 0:12:17but aware of the danger of running up expensive bills,
0:12:17 > 0:12:21she found other ways to keep in touch with her parents and friends
0:12:21 > 0:12:22back home in Plymouth.
0:12:22 > 0:12:25I took my iPad with me, I took my laptop with me
0:12:25 > 0:12:29and also my phone, just in case an emergency comes up.
0:12:29 > 0:12:32Once in the Philippines, it was those other devices,
0:12:32 > 0:12:35and her gran's wi-fi, that Rhoma used rather than her mobile.
0:12:35 > 0:12:38So she was surprised, a few days into the trip,
0:12:38 > 0:12:40to receive a text message from her operator, Vodafone,
0:12:40 > 0:12:44warning her that she was using data on her phone.
0:12:44 > 0:12:46Thanks to EU legislation,
0:12:46 > 0:12:49all phone companies are now obliged to cap the amount you can spend
0:12:49 > 0:12:53when you're abroad so that you don't unwittingly rack up massive charges.
0:12:53 > 0:12:57They have to text you when you're getting close to the limit.
0:12:57 > 0:12:59By replying to the text, you can lift the cap,
0:12:59 > 0:13:01and carry on using data.
0:13:01 > 0:13:04But, convinced she wasn't using data anyway,
0:13:04 > 0:13:08Rhoma didn't really understand what the text was saying.
0:13:08 > 0:13:10I don't know what it's about.
0:13:10 > 0:13:14It just says that I was exceeding my data allowance.
0:13:14 > 0:13:17Rhoma didn't think too much more about it
0:13:17 > 0:13:18until a few days after Christmas,
0:13:18 > 0:13:21when she - and, back home in Plymouth, her parents
0:13:21 > 0:13:24Richard and Lani, whose name the contract was in -
0:13:24 > 0:13:26all suddenly had their phones cut off.
0:13:26 > 0:13:28We didn't know what was going on,
0:13:28 > 0:13:31and it wasn't until Lani went into the Vodafone shop to find out
0:13:31 > 0:13:36what was going on, they informed her that there was a massive...
0:13:36 > 0:13:40amount had been built up on the account.
0:13:40 > 0:13:42Rhoma returned from the Philippines
0:13:42 > 0:13:44to discover that the family had been sent a huge bill
0:13:44 > 0:13:47for more than ?1,600.
0:13:48 > 0:13:50I was really shocked about the bill,
0:13:50 > 0:13:53because I couldn't pay that amount of money.
0:13:53 > 0:13:57But when Richard contacted Vodafone, they explained the bill was correct.
0:13:57 > 0:13:59And that when they'd texted Rhoma -
0:13:59 > 0:14:02whether she'd understood the consequences or not -
0:14:02 > 0:14:04she had texted back
0:14:04 > 0:14:07saying that she wanted the cap on her data usage lifted -
0:14:07 > 0:14:11in other words, giving them the green light to charge her more.
0:14:11 > 0:14:14But it's clear from the number of people contacting us
0:14:14 > 0:14:17with similar stories that text messages like these -
0:14:17 > 0:14:20and, indeed, the whole issue of using mobile data abroad -
0:14:20 > 0:14:22is something that is all too confusing
0:14:22 > 0:14:25and can also prove to be very expensive.
0:14:26 > 0:14:29Natalie and Farid Merzouk
0:14:29 > 0:14:32also found themselves with an eye-wateringly large bill
0:14:32 > 0:14:35after a weekend in Spain in October 2012.
0:14:35 > 0:14:39Well, my sister lives in the south of Spain with her husband,
0:14:39 > 0:14:42and it was just a short break to go and see them,
0:14:42 > 0:14:43just to stay in their house.
0:14:43 > 0:14:47In the past I would, you know, send some text messages
0:14:47 > 0:14:50to my family to let them know that I was there,
0:14:50 > 0:14:54maybe quick phone calls, and the bill has never been large enough
0:14:54 > 0:14:56for me to worry about.
0:14:56 > 0:14:58Or at least not until this time.
0:14:58 > 0:15:01But Natalie and Farid say they only realised there was a problem
0:15:01 > 0:15:05after they got home, when their phones were cut off, too.
0:15:05 > 0:15:08I said, "Can you tell me why you've cut us off? This is weird,"
0:15:08 > 0:15:11and they said, "There's unusual spending on your account."
0:15:11 > 0:15:13I said, "Really? Well, how much is it?"
0:15:13 > 0:15:17And when they said it was over ?3,000, I nearly had a heart attack.
0:15:17 > 0:15:20I went, "No this has got to be something wrong, here."
0:15:20 > 0:15:21Sadly not.
0:15:21 > 0:15:24The bill showed that over the four days they were in Spain,
0:15:24 > 0:15:28Farid's phone had racked up more than ?3,000-worth of data.
0:15:28 > 0:15:31The couple couldn't understand how that could be,
0:15:31 > 0:15:32because after studying the bill
0:15:32 > 0:15:35they are adamant they were not using the phone
0:15:35 > 0:15:38at the times Vodafone says the charges were mounting up.
0:15:38 > 0:15:42On the Saturday, 6:35, having dinner - they charged us.
0:15:42 > 0:15:46On the Sunday at three o'clock in the morning they charged us.
0:15:46 > 0:15:49Monday at one o'clock in the morning they charged us.
0:15:49 > 0:15:53And Monday at 1:40, when we were shopping in Nerja,
0:15:53 > 0:15:55they charged us and that's where -
0:15:55 > 0:15:58literally, one, two, three, four, five...
0:15:58 > 0:16:03Five charges, which came to ?3,127.
0:16:03 > 0:16:07Vodafone's reply, just as in the case of Rhoma's huge bill,
0:16:07 > 0:16:11was that either Natalie or Farid had sent a text
0:16:11 > 0:16:14authorising the company to lift the cap on using data,
0:16:14 > 0:16:16leading to those big bills.
0:16:16 > 0:16:18But what surprised Natalie most,
0:16:18 > 0:16:22was that Vodafone said the text had been sent four months previously,
0:16:22 > 0:16:26when Farid had been on an entirely different trip abroad.
0:16:27 > 0:16:30There is a chance he might have received a text message
0:16:30 > 0:16:33from Vodafone, but there is no way that he would have responded to it.
0:16:33 > 0:16:36Because why would he? Why would he change the service,
0:16:36 > 0:16:39which allowed the bills to reach that high?
0:16:40 > 0:16:43Vodafone investigated and said the bill was correct,
0:16:43 > 0:16:47and the company warned they would instruct debt collectors
0:16:47 > 0:16:48if it wasn't paid.
0:16:48 > 0:16:51But even if, as they say, Farid had replied to the text -
0:16:51 > 0:16:53which he doesn't remember -
0:16:53 > 0:16:57should those instructions have also applied for a separate trip
0:16:57 > 0:16:59four months later?
0:16:59 > 0:17:03Natalie asked the communications ombudsman to investigate.
0:17:03 > 0:17:05But, after an agonising three month wait,
0:17:05 > 0:17:08the ombudsman found in favour of Vodafone.
0:17:10 > 0:17:14Oh, I felt awful. I cried on the phone. I rang them up.
0:17:14 > 0:17:18With no alternative, Natalie and Farid are now paying back
0:17:18 > 0:17:22that whopping ?3,127 bill in monthly instalments.
0:17:22 > 0:17:24We can't afford it, basically.
0:17:24 > 0:17:27We don't have that kind of money.
0:17:27 > 0:17:30When we contacted Vodafone they said that their...
0:17:32 > 0:17:34and removing the cap on data limits...
0:17:36 > 0:17:38They stressed the only way it can be lifted is by a customer
0:17:38 > 0:17:42either speaking to them directly or by replying to the text message
0:17:42 > 0:17:44by texting back the word "STOP".
0:17:44 > 0:17:46They reiterated that in both cases
0:17:46 > 0:17:48they did get back messages
0:17:48 > 0:17:51authorising that the cap on data usage be lifted.
0:17:51 > 0:17:54In Natalie's case, they said they received two messages
0:17:54 > 0:17:57on that earlier trip - one of which, whether she understood it or not,
0:17:57 > 0:18:00was agreeing to have the cap lifted,
0:18:00 > 0:18:02and the other to say she wanted to opt out
0:18:02 > 0:18:05of receiving data notification altogether.
0:18:05 > 0:18:09Vodafone then sent another message warning of high spending
0:18:09 > 0:18:12four months later during Natalie's Spanish trip
0:18:12 > 0:18:15but by the time she got it the couple were on their way home,
0:18:15 > 0:18:17and the money already spent.
0:18:17 > 0:18:20So, in both cases, those huge bills do still have to be paid.
0:18:23 > 0:18:25But the issue of the text messages
0:18:25 > 0:18:28and whether you've replied or even understood them,
0:18:28 > 0:18:29is only part of the problem.
0:18:29 > 0:18:33Both Natalie and Rhoma insist they weren't even using their phones.
0:18:33 > 0:18:36So how is it possible for your mobile to run up huge costs for data
0:18:36 > 0:18:39that you weren't even aware you were getting?
0:18:39 > 0:18:42Could it be that our smartphones can sometimes be a little TOO smart
0:18:42 > 0:18:43for their own good?
0:18:45 > 0:18:49Mobile phones are getting ever more complex and sophisticated,
0:18:49 > 0:18:52and very often what they're doing is downloading content
0:18:52 > 0:18:55or updating apps in the background without us knowing.
0:18:55 > 0:18:58Well, apparently, with a smartphone it doesn't really matter
0:18:58 > 0:19:00whether you're making a call or not,
0:19:00 > 0:19:04unless you have specifically switched off data roaming,
0:19:04 > 0:19:07you could have an app working quietly away
0:19:07 > 0:19:09in the background as usual
0:19:09 > 0:19:11and racking up a huge bill while it's doing it.
0:19:11 > 0:19:14To cut down on the number of people getting shock bills
0:19:14 > 0:19:18like Rhoma and Natalie, the European Union want to standardise the costs
0:19:18 > 0:19:21of data and phone calls across all of Europe.
0:19:21 > 0:19:22It's just a proposal at the moment,
0:19:22 > 0:19:26with some suggesting that it will come into force in 2016.
0:19:26 > 0:19:28But until then, take your phone abroad
0:19:28 > 0:19:32and you really do need to understand the costs, the risks,
0:19:32 > 0:19:36and any warnings that you might be sent along the way!
0:19:36 > 0:19:39I take my phone with me on holiday now but I switch it off.
0:19:39 > 0:19:42I don't... I only switch it back on when I'm at the airport.
0:19:45 > 0:19:46Still to come...
0:19:46 > 0:19:48a holiday on four wheels
0:19:48 > 0:19:51and a company that can take you on a very long and winding road
0:19:51 > 0:19:53to know the final price you'll pay.
0:19:53 > 0:19:56All I wanted from the start was, "This is what you owe,
0:19:56 > 0:19:58"this is what you need to pay, this is when by."
0:19:58 > 0:20:02But every time I got in touch, the amounts varied.
0:20:02 > 0:20:04In the past few years,
0:20:04 > 0:20:07Turkey has rapidly become one of the most popular
0:20:07 > 0:20:09package holiday destinations.
0:20:09 > 0:20:13But like anywhere in the world, if you're not in the know,
0:20:13 > 0:20:17you could unwittingly risk losing all of your cash.
0:20:17 > 0:20:20So, travel expert Simon Calder has come up with a few tips
0:20:20 > 0:20:24to make sure that holidaymakers and travellers do not lose out.
0:20:26 > 0:20:30Close to three million British people go to Turkey every year,
0:20:30 > 0:20:32many of us for the beaches, of course,
0:20:32 > 0:20:36but there's also dramatic landscapes and fascinating culture.
0:20:36 > 0:20:42Plus the fine city of Istanbul, on the cusp between Europe and Asia.
0:20:42 > 0:20:45I first went to Turkey 25 years ago,
0:20:45 > 0:20:47and since then I've picked up one or two ways
0:20:47 > 0:20:50of spending rather more than you intended.
0:20:51 > 0:20:53To avoid that, Simon has some key advice
0:20:53 > 0:20:57if you use your mobile phone while you're away.
0:20:57 > 0:21:01Bear in mind that Turkey isn't in the European Union,
0:21:01 > 0:21:06so therefore the normal cap on call roaming charges doesn't apply.
0:21:06 > 0:21:09Your provider can charge more or less what they want.
0:21:09 > 0:21:13Mine charges five times as much to make a call
0:21:13 > 0:21:15as it does from neighbouring Greece or Cyprus.
0:21:15 > 0:21:20It's never advisable to fall foul of the law in a foreign country,
0:21:20 > 0:21:22but in Turkey you could find yourself with a fine
0:21:22 > 0:21:27just for walking down the street, unless you follow one simple rule.
0:21:27 > 0:21:28In Britain, of course,
0:21:28 > 0:21:32you're not obliged to carry any kind of identification.
0:21:32 > 0:21:35In Turkey, though, like many other countries, you are.
0:21:35 > 0:21:37So, that means your passport.
0:21:37 > 0:21:42The only acceptable alternative is a photocopy of the business pages,
0:21:42 > 0:21:45you know, carrying that lovely photograph of you.
0:21:45 > 0:21:49If you don't have a passport or an acceptable photocopy,
0:21:49 > 0:21:50you could be fined.
0:21:50 > 0:21:54Turkey's exotic cities are well worth leaving the beach for.
0:21:54 > 0:21:57But scammers here can use an all too familiar trick
0:21:57 > 0:22:00to get their hands on your precious lira.
0:22:00 > 0:22:03One day, I was walking through the streets of Istanbul.
0:22:03 > 0:22:05Just in front of me, a shoe shine man.
0:22:05 > 0:22:08And he dropped his brush.
0:22:08 > 0:22:11I said, "Excuse me, you've dropped your brush."
0:22:11 > 0:22:13I picked it up and I gave it back to him.
0:22:13 > 0:22:14He was so grateful.
0:22:14 > 0:22:17He said, "I'll give you a shoe shine."
0:22:17 > 0:22:19Luckily, I was wearing sandals.
0:22:19 > 0:22:23That's because later I found out what the scam is.
0:22:23 > 0:22:27You, the innocent helpful tourist, hand back the brush.
0:22:27 > 0:22:30He says, "Oh, how kind of you. I'm going to give you a shoe shine."
0:22:30 > 0:22:33You think, "Oh, how nice, this is free." But it's not free.
0:22:33 > 0:22:38And if you decline to pay, well, he might get very aggressive,
0:22:38 > 0:22:42and find that he has got some very aggressive friends with him, too.
0:22:42 > 0:22:45For more information on how to avoid scams
0:22:45 > 0:22:47wherever you're going on holiday, visit our website...
0:22:55 > 0:22:58Now, while you're soaking up the sun and enjoying the holiday
0:22:58 > 0:23:00that you've saved all year for,
0:23:00 > 0:23:02one thing that's sure to dampen your spirits
0:23:02 > 0:23:04is to find out that others on the same holiday
0:23:04 > 0:23:06have paid rather less than you did.
0:23:06 > 0:23:07So, how do you avoid that?
0:23:07 > 0:23:09Well, one of the biggest names in the business
0:23:09 > 0:23:11has come up with a solution.
0:23:11 > 0:23:13It's called a price promise.
0:23:13 > 0:23:16Unfortunately, some of you have found that that's a promise
0:23:16 > 0:23:18that's easier made than kept.
0:23:19 > 0:23:22It's one of the best-known names on the high seas - P
0:23:23 > 0:23:26First setting sail back in 1837,
0:23:26 > 0:23:29when what was then known as the Peninsular Steam Navigation Company
0:23:29 > 0:23:34won the contract to take the mail from Britain to Spain and Portugal.
0:23:34 > 0:23:38The ships now ferry cruise passengers along the same routes,
0:23:38 > 0:23:41but those Mediterranean waters have become rather choppy
0:23:41 > 0:23:42for some of the passengers,
0:23:42 > 0:23:46who were encouraged to book their tickets by a price promise.
0:23:46 > 0:23:50One that was enough to convince Linda Cox and Des Nurding
0:23:50 > 0:23:52to book their next cruise well in advance.
0:23:52 > 0:23:56We were always told if you book early, you can save money.
0:23:58 > 0:24:01By booking early, you get a certain amount off.
0:24:01 > 0:24:03No strangers to the ocean waves,
0:24:03 > 0:24:07Linda and Des have now been on ten cruises.
0:24:07 > 0:24:11And one they'd planned for last year was meant to be extra special.
0:24:11 > 0:24:13My 70th birthday was coming up in April.
0:24:13 > 0:24:17We booked early, and we wanted it to be a special occasion.
0:24:17 > 0:24:22We didn't want any party. We just wanted to be away by ourselves.
0:24:22 > 0:24:25They chose a P cruise from Southampton
0:24:25 > 0:24:28that would take them to some of the Mediterranean's finest cities,
0:24:28 > 0:24:30including Barcelona and Florence.
0:24:31 > 0:24:33Well, we chose the Mediterranean cruise.
0:24:33 > 0:24:35We thought the weather would be kind to us.
0:24:35 > 0:24:38We were having lousy weather in England
0:24:38 > 0:24:40and I thought, "Let's go somewhere warm,"
0:24:40 > 0:24:42so we went to the Mediterranean.
0:24:42 > 0:24:44The couple booked eight months in advance,
0:24:44 > 0:24:47and were confident that they'd secured the best fare
0:24:47 > 0:24:50because of the price promise that came with it.
0:24:50 > 0:24:54The price promise was the main reason that we booked it,
0:24:54 > 0:24:56because with a price promise,
0:24:56 > 0:24:59you should be sure of what's going to happen.
0:24:59 > 0:25:02P's price promise means that if the price of the same cruise
0:25:02 > 0:25:06and same grade of cabin drops as the departure date approaches,
0:25:06 > 0:25:08any difference in price will be passed on -
0:25:08 > 0:25:10not in cash, but in other ways,
0:25:10 > 0:25:14such as on-board spending money or a cabin upgrade.
0:25:14 > 0:25:16Now, crucially for Des and Linda,
0:25:16 > 0:25:18the promise only covers reductions
0:25:18 > 0:25:20to what the company calls their Vantage Fares,
0:25:20 > 0:25:23which come with added extras.
0:25:23 > 0:25:26It still allows P to offer cheaper, more basic fares
0:25:26 > 0:25:29nearer to sailing, which they call Getaway Fares.
0:25:29 > 0:25:34But for Des, there was no doubt about what he'd signed up to.
0:25:34 > 0:25:37My understanding with the price promise
0:25:37 > 0:25:40was that if the prices came down...
0:25:41 > 0:25:47..we were going to get an upgrade or extra on-board spend.
0:25:47 > 0:25:50So, Des wasn't worried when, four months later,
0:25:50 > 0:25:54he received a brochure from another travel agent advertising P cruises
0:25:54 > 0:25:57which seemed quite clearly to show the same type of fare
0:25:57 > 0:26:00that they'd booked, for the same cruise,
0:26:00 > 0:26:02but at ?395 less per person.
0:26:02 > 0:26:05A significant ?790 in total.
0:26:05 > 0:26:09But Des assumed that the price promise would now kick in.
0:26:10 > 0:26:14When we seen the Vantage Fares coming down in the pieces of paper
0:26:14 > 0:26:18and the brochures that were coming through, I thought surely they -
0:26:18 > 0:26:22you know, they'll give us that extra on-board spend or upgrade the cabin.
0:26:22 > 0:26:26Linda and Des wrote to P to ask that the price promise be honoured,
0:26:26 > 0:26:29sending a copy of the brochure they had received,
0:26:29 > 0:26:31which showed - plain as anything - that the cheaper fare
0:26:31 > 0:26:34WAS a Vantage Fare like the one they booked,
0:26:34 > 0:26:38and therefore should get them those on-board benefits.
0:26:38 > 0:26:40But the company disagreed,
0:26:40 > 0:26:43and over a series of letters across six months repeatedly insisted
0:26:43 > 0:26:47that what they'd seen advertised was a Getaway Fare,
0:26:47 > 0:26:50and therefore wasn't covered under the Vantage Fare price promise.
0:26:50 > 0:26:52It was no good ringing them.
0:26:52 > 0:26:54I thought it was the best thing to send a letter.
0:26:54 > 0:26:58We sent a few by recorded delivery, as well, to make sure they got them,
0:26:58 > 0:27:01and we thought, "Well, they're not reading them,
0:27:01 > 0:27:04"they're not listening! Why...why?
0:27:04 > 0:27:08I felt so angry about it, I really did.
0:27:08 > 0:27:09By this stage, with all the hassle
0:27:09 > 0:27:12of trying to get the price promise honoured,
0:27:12 > 0:27:13the gloss was starting to come off
0:27:13 > 0:27:15what should have been an unforgettable trip.
0:27:15 > 0:27:19But Des and Linda were still hopeful that when they arrived on the ship,
0:27:19 > 0:27:23the confusion would be cleared up and they would be given the upgrade
0:27:23 > 0:27:25that they felt they were owed.
0:27:25 > 0:27:28We thought they'd still honour it we really did.
0:27:28 > 0:27:32We thought they'd sort of say, "Oh, well, they've kept onto us enough,
0:27:32 > 0:27:34"and we'd better do something about it."
0:27:34 > 0:27:36And they didn't do so.
0:27:36 > 0:27:39Although Des and Linda did go on to have a great time on the cruise,
0:27:39 > 0:27:42they still feel they've been treated unfairly.
0:27:42 > 0:27:44So, are they right?
0:27:44 > 0:27:47Well, when we contacted P, it finally agreed that, yes,
0:27:47 > 0:27:50the fares Linda and Des saw were Vantage Fares,
0:27:50 > 0:27:51but they were...
0:27:53 > 0:27:54..and...
0:27:57 > 0:27:59However, P apologise for the fact
0:27:59 > 0:28:02this was not fully or correctly explained to the couple
0:28:02 > 0:28:04in all of the correspondence.
0:28:04 > 0:28:07The company told us they'd be contacting the couple direct,
0:28:07 > 0:28:09and will also be contacting the company
0:28:09 > 0:28:11that sent Linda and Des the special offer to...
0:28:18 > 0:28:21But Des and Linda aren't the only disgruntled customers
0:28:21 > 0:28:24to contact us after finding that P's price promise
0:28:24 > 0:28:26was hard to fathom.
0:28:26 > 0:28:30Dozens of other cruise passengers have also written to us about it,
0:28:30 > 0:28:33and although not all were comparing the correct fares,
0:28:33 > 0:28:37it does seem that this offer is not always being understood
0:28:37 > 0:28:40as clearly as the company might like to think that it is.
0:28:40 > 0:28:43But confusion is set to end.
0:28:43 > 0:28:45P tell us that from this spring,
0:28:45 > 0:28:49they've changed their entire fare pricing structure
0:28:49 > 0:28:51following feedback from customers.
0:28:53 > 0:28:56I felt really angry, angry, angry, you know?
0:28:56 > 0:29:00They'd have to give us a very good deal to make us go back to P again.
0:29:00 > 0:29:02Yeah, definitely.
0:29:11 > 0:29:14JULIA: Last summer, Rip Off Britain went on the road again.
0:29:14 > 0:29:18This time we were in Liverpool, and not just with our Pop Up Shop.
0:29:18 > 0:29:20Put your hand up if you think you could save about ?10 a year
0:29:20 > 0:29:22by switching.
0:29:22 > 0:29:24We were also giving out plenty of free consumer advice
0:29:24 > 0:29:27on the streets outside.
0:29:27 > 0:29:30And, actually, we're going to particularly talk about
0:29:30 > 0:29:32taking your mobile phone on holiday.
0:29:32 > 0:29:36No story is too big or too small for Rip Off Britain,
0:29:36 > 0:29:39and over here we have our gripe corner,
0:29:39 > 0:29:42where people can come and get things off their chest.
0:29:43 > 0:29:47When you have a complaint against a budget airline,
0:29:47 > 0:29:51you can only contact them by e-mail, and there's no personal contact,
0:29:51 > 0:29:55and they just keep sending a standard e-mail back.
0:29:55 > 0:29:58I parked my car at the airport to pick someone up for ten seconds,
0:29:58 > 0:30:01and they sent me a bill for ?60.
0:30:01 > 0:30:04Booking flights online is something that really gets Annoying
0:30:04 > 0:30:07because I think when you leave the website and go back up
0:30:07 > 0:30:11they knock up the prices because they know you've already looked online.
0:30:11 > 0:30:14That last complaint is one we hear a lot.
0:30:14 > 0:30:16So, is it true?
0:30:16 > 0:30:19Stephen was another customer who called in with the same concern.
0:30:19 > 0:30:22Me family are looking to go on holiday soon,
0:30:22 > 0:30:24and we've heard this kind of rumour type thing,
0:30:24 > 0:30:27that when you visit a travel website and look at something,
0:30:27 > 0:30:29and then if you go back and revisit it,
0:30:29 > 0:30:33that sometimes the price goes up and it is sometimes worth,
0:30:33 > 0:30:35like, deleting your internet history,
0:30:35 > 0:30:37er...I just wondered if there was any truth to it.
0:30:37 > 0:30:40Good question. Well, it's a fantastic question, Stephen,
0:30:40 > 0:30:43and I am pleased to say that the answer is no.
0:30:43 > 0:30:45It's a great urban myth.
0:30:45 > 0:30:47Basically, when you're looking at that flight
0:30:47 > 0:30:48from Liverpool to Malaga,
0:30:48 > 0:30:51there's a number of seats they want to sell at ?50,
0:30:51 > 0:30:54a number at 70, a number at 80,
0:30:54 > 0:30:58and all that happens is people like me or Gloria come along
0:30:58 > 0:31:00and we actually book them at ?80,
0:31:00 > 0:31:03and by the time you come and have a look the next day, they've gone up.
0:31:03 > 0:31:05Does that help you in your mind? Yeah, that's great.
0:31:05 > 0:31:07Thanks a lot. Make up your mind.
0:31:07 > 0:31:09So, they're not watching you yet, but they might be soon.
0:31:09 > 0:31:12You can find full details of all Simon's advice
0:31:12 > 0:31:14from our Pop Up Shop on our website...
0:31:22 > 0:31:26Now, as you know, last summer in the UK was one of the hottest ever,
0:31:26 > 0:31:29and maybe it is all that sunshine that's prompted people,
0:31:29 > 0:31:31rather than going abroad, to stay at home
0:31:31 > 0:31:34and explore the marvellous things that we have in our own country,
0:31:34 > 0:31:37and one of the best ways of doing that
0:31:37 > 0:31:39is to hire a campervan or a motorhome,
0:31:39 > 0:31:42and then you can take to the road with great freedom
0:31:42 > 0:31:45and not have to stick to all those rules and regulations.
0:31:45 > 0:31:47However, several people who used one particular hire company
0:31:47 > 0:31:51have told us that their holiday didn't turn out quite as carefree
0:31:51 > 0:31:55as they'd hoped, largely because the final amount that they had to pay
0:31:55 > 0:31:58was nothing like the price they were originally quoted.
0:31:58 > 0:32:01There was a time when the only options for taking a break
0:32:01 > 0:32:05close to nature were to spend hours wrestling with tent pegs
0:32:05 > 0:32:09or fiddling with the towbar on your caravan.
0:32:09 > 0:32:11But then came the motorhome,
0:32:11 > 0:32:15bringing with it the freedom of your own mini hotel on wheels.
0:32:17 > 0:32:20And that appealed to Mick and Ann Downey
0:32:20 > 0:32:22when they started planning their summer holiday.
0:32:22 > 0:32:24We have been camping quite a few times,
0:32:24 > 0:32:27but we feel like we're getting a little bit old for camping now
0:32:27 > 0:32:30so that's why the campervan was more appealing.
0:32:30 > 0:32:32So, Mick and Ann searched online
0:32:32 > 0:32:35and found rental company UnbeatableHire.com -
0:32:35 > 0:32:38not to be confused with companies with similar names -
0:32:38 > 0:32:40and it did seem to live up to the name.
0:32:40 > 0:32:43And it was unbeatable, price-wise.
0:32:43 > 0:32:48I mean, at least ?100 cheaper than where else I could find.
0:32:48 > 0:32:53The Downeys were quoted ?1,170 for just under two weeks
0:32:53 > 0:32:55with the motorhome.
0:32:55 > 0:33:00Happy with the price, Mick booked it, paying a deposit of ?99.
0:33:04 > 0:33:07But five days later he was surprised to receive an e-mail
0:33:07 > 0:33:12from UnbeatableHire telling him that he would have to pay ?100 more
0:33:12 > 0:33:13than he was originally quoted.
0:33:15 > 0:33:18The extra costs were down to insurance.
0:33:18 > 0:33:20One of the questions asked was,
0:33:20 > 0:33:22"Have you had an accident in the last three years?"
0:33:22 > 0:33:25Well, I had. I had a little bump,
0:33:25 > 0:33:30and they asked me, "Have you had any motoring offences?"
0:33:30 > 0:33:32I had three points on my licence.
0:33:32 > 0:33:35Now, the terms and conditions on the UnbeatableHire website
0:33:35 > 0:33:41do say that "Insurance cost may vary based on driving licence history."
0:33:41 > 0:33:44But Mick and Ann strongly believe they should have been told more
0:33:44 > 0:33:46about that at the time of the initial quote,
0:33:46 > 0:33:50not after they had paid the ?99 deposit.
0:33:50 > 0:33:54It would have been nice to have been given some information
0:33:54 > 0:33:59verbally, over the phone, about these extras and surcharges
0:33:59 > 0:34:01before we gave them the deposit.
0:34:01 > 0:34:04Er... They didn't.
0:34:04 > 0:34:07It's there, if you try to look for it,
0:34:07 > 0:34:10but you need to be a lawyer to understand it.
0:34:10 > 0:34:14No, it just made me angry.
0:34:14 > 0:34:18The couple decided that the extra ?100 was just too much.
0:34:18 > 0:34:20And they assumed they could simply cancel the booking
0:34:20 > 0:34:22and get their deposit back.
0:34:22 > 0:34:25But with this company, that's not an option.
0:34:25 > 0:34:30I e-mailed them several times. I phoned them several times.
0:34:30 > 0:34:32I asked them to get back to me
0:34:32 > 0:34:36and in the end I got what I considered a pretty rude e-mail.
0:34:36 > 0:34:40It said, "We have cancelled the agreement."
0:34:40 > 0:34:43Then it said, "Under no circumstances
0:34:43 > 0:34:45"are you going to get your money back."
0:34:45 > 0:34:49Once again the couple were directed to those terms and conditions,
0:34:49 > 0:34:53which state that the deposit they made of ?99 is non-refundable
0:34:53 > 0:34:55"under any circumstances".
0:34:57 > 0:35:01So that left Mick and Ann tied into a deal for which they hadn't
0:35:01 > 0:35:02known the final price.
0:35:02 > 0:35:06They say if they had, they wouldn't have booked.
0:35:06 > 0:35:10They're angry that they had no idea how much their total bill would be
0:35:10 > 0:35:13before having to hand over a deposit that the company won't return
0:35:13 > 0:35:14whatever the reason.
0:35:16 > 0:35:19Feeling they had no choice, Mick and Ann cancelled the motorhome,
0:35:19 > 0:35:24lost their deposit, and instead went camping on the Isle of Sheppey.
0:35:24 > 0:35:27We weren't going to let it stop us. We took the tent.
0:35:27 > 0:35:29We had a good time and so did the little dog.
0:35:31 > 0:35:34Another UnbeatableHire customer, Jack Lowe,
0:35:34 > 0:35:37was so determined to enjoy a road trip with his mates
0:35:37 > 0:35:41that he put up with a price that seemed never to stop changing.
0:35:41 > 0:35:43We're of that age now where Magaluf and Zante
0:35:43 > 0:35:45are probably a little bit too young for us.
0:35:45 > 0:35:49We decided to go to Scotland instead and have a lad's holiday.
0:35:49 > 0:35:50So, that's what we did.
0:35:50 > 0:35:52Set on booking a motorhome,
0:35:52 > 0:35:56the group was attracted by the prices on UnbeatableHire.com,
0:35:56 > 0:35:59who quoted them ?1,070 for their eight-day trip.
0:35:59 > 0:36:02I thought, between four people, that's not bad at all.
0:36:02 > 0:36:05For a week's accommodation in Edinburgh, in Scotland,
0:36:05 > 0:36:07we're not going to get better than that.
0:36:07 > 0:36:10Jack and his mates agreed to pay for the hire in instalments.
0:36:10 > 0:36:15So, at the end of January last year, Jack made the first payment of ?200.
0:36:15 > 0:36:18But no sooner had he sent the money to UnbeatableHire
0:36:18 > 0:36:22than they sent him an e-mail saying the total cost of the rental
0:36:22 > 0:36:25had increased by more than ?70.
0:36:25 > 0:36:30Then, less than 90 minutes later, Jack was sent another e-mail
0:36:30 > 0:36:34telling him the total cost was now ?1,166.40 -
0:36:34 > 0:36:37over ?90 more than the first quote.
0:36:39 > 0:36:41And it didn't stop there.
0:36:41 > 0:36:43Over the next six months, with no explanation,
0:36:43 > 0:36:47the price UnbeatableHire wanted Jack and his friends to pay
0:36:47 > 0:36:50went up and down a total of seven times,
0:36:50 > 0:36:53at one point topping more than ?2,600.
0:36:53 > 0:36:56All I wanted from the start was "This is what you owe.
0:36:56 > 0:36:59"This is what you need to pay. This is when by."
0:36:59 > 0:37:01But every time I got in touch, the amounts varied.
0:37:03 > 0:37:09When Jack complained, he was told the cost would now be ?1,178.40
0:37:09 > 0:37:12and that one more payment would settle the account.
0:37:12 > 0:37:15So, he agreed that they could take this final amount
0:37:15 > 0:37:17from his debit card.
0:37:17 > 0:37:22But to his horror, the company took ?120 more than he was expecting -
0:37:22 > 0:37:25again, with no explanation.
0:37:25 > 0:37:28I was unable to get in touch with them via phone.
0:37:28 > 0:37:32I tried e-mailing many, many times - no replies.
0:37:32 > 0:37:36There was also... I think I spoke to four ladies, in total,
0:37:36 > 0:37:38all with the same e-mail address
0:37:38 > 0:37:40but you couldn't get hold of them should you try.
0:37:40 > 0:37:44And that's when Jack realised that cancelling wasn't an option.
0:37:44 > 0:37:46UnbeatableHire doesn't offer refunds
0:37:46 > 0:37:49within 42 days of collecting a motorhome.
0:37:49 > 0:37:50So, if Jack tried to cancel,
0:37:50 > 0:37:54he and his friends would lose everything they had paid so far.
0:37:54 > 0:37:57I thought I'd have a look through their terms and conditions.
0:37:57 > 0:38:00All fees are forfeit, so I'd have lost all the money already paid,
0:38:00 > 0:38:01just by cancelling.
0:38:01 > 0:38:05So, Jack and his friends decided to swallow the extra cost
0:38:05 > 0:38:06and prepare for their holiday.
0:38:06 > 0:38:08But even that wasn't the end of it.
0:38:08 > 0:38:11With less than a week to go, UnbeatableHire told Jack
0:38:11 > 0:38:16the group owed yet more money - this time, ?164.
0:38:16 > 0:38:19Again, they felt they had no choice but to pay it,
0:38:19 > 0:38:22which rather took the shine off their Highland adventure.
0:38:23 > 0:38:25Well, it was definitely a fantastic holiday,
0:38:25 > 0:38:27there's no question about that,
0:38:27 > 0:38:29but it was probably not the best of experiences.
0:38:29 > 0:38:32I'll definitely think twice about hiring - well,
0:38:32 > 0:38:35most things again, let alone a campervan.
0:38:35 > 0:38:38Since we met Jack, we've spoken to half a dozen more customers
0:38:38 > 0:38:41of UnbeatableHire.com with similar stories -
0:38:41 > 0:38:44either telling us they had more money taken out of their accounts
0:38:44 > 0:38:46than they'd authorised,
0:38:46 > 0:38:50or that prices had increased after they'd paid their deposit.
0:38:50 > 0:38:52So how does the company explain that?
0:38:53 > 0:38:55When we contacted them,
0:38:55 > 0:38:58they admitted that in Jack's case they made a mistake.
0:38:58 > 0:39:01They've explained he was incorrectly given a discount
0:39:01 > 0:39:02on his insurance surcharge,
0:39:02 > 0:39:05but as their systems weren't properly updated
0:39:05 > 0:39:06to reflect that, they...
0:39:11 > 0:39:15They've apologised, refunding both their deposit and the difference
0:39:15 > 0:39:19between the amount first quoted and the figure Jack eventually paid.
0:39:19 > 0:39:21As for Mick And Ann's case,
0:39:21 > 0:39:24the company stress their terms, conditions and surcharges
0:39:24 > 0:39:27are clearly explained on their website, so...
0:39:33 > 0:39:34..particularly as...
0:39:39 > 0:39:42They say they suggested Mick should complete an online form
0:39:42 > 0:39:45so they could see if his surcharge could be reduced
0:39:45 > 0:39:47but he didn't respond.
0:39:47 > 0:39:51Nonetheless, they have now refunded his ?99 deposit
0:39:51 > 0:39:52as a gesture of goodwill.
0:39:54 > 0:39:57The company went on to say that a non-refundable deposit
0:39:57 > 0:39:59is common with motorhome hire companies.
0:39:59 > 0:40:01And they are confident that issues like these...
0:40:03 > 0:40:04..thanks to a new...
0:40:08 > 0:40:10But is it right that a company can sign you up
0:40:10 > 0:40:15with a non-refundable deposit before you've agreed a final price?
0:40:15 > 0:40:16The guidance is clear
0:40:16 > 0:40:20in the office of fair trading's unfair contract terms, rules,
0:40:20 > 0:40:24that customers should be given penalty free exit from a contract
0:40:24 > 0:40:27if the supplier has put the price up materially,
0:40:27 > 0:40:30and it would seem that that's what's happened in this case
0:40:30 > 0:40:33with UnbeatableHire. The customers haven't been given the chance
0:40:33 > 0:40:35to get out without paying that penalty.
0:40:35 > 0:40:39So, although Mick finally got his ?99 refunded,
0:40:39 > 0:40:42he feels he shouldn't have had to fight quite so hard
0:40:42 > 0:40:45to get his money back in the first place.
0:40:45 > 0:40:49We thought we'd been treated really badly by UnbeatableHire,
0:40:49 > 0:40:51but there's nothing I can do about it.
0:40:58 > 0:41:03Here at Rip Off Britain we're always ready to investigate your stories,
0:41:03 > 0:41:05and not just about holidays.
0:41:05 > 0:41:07Confused over your bills,
0:41:07 > 0:41:10or just trying to wade through never-ending small print?
0:41:10 > 0:41:12When they sit you down to sign up for things,
0:41:12 > 0:41:15they don't really give you the chance or the time
0:41:15 > 0:41:18to read through all of that small print.
0:41:18 > 0:41:23These people have ripped me off, well and truly.
0:41:23 > 0:41:25You can write to us at...
0:41:31 > 0:41:33Or send us an e-mail to...
0:41:36 > 0:41:40The team here is ready and waiting to look into your stories,
0:41:40 > 0:41:41so please do get in touch.
0:41:43 > 0:41:46Well, as you know, holidays do not come cheap,
0:41:46 > 0:41:49and when you've worked out just how far your budget will stretch
0:41:49 > 0:41:52and you find a holiday that you really approve of and like,
0:41:52 > 0:41:55the last thing you want to discover are all those unexpected costs,
0:41:55 > 0:41:57particularly if the company you chose
0:41:57 > 0:41:59really was the best value in the first place.
0:41:59 > 0:42:02Exactly, so when you are booking your holiday
0:42:02 > 0:42:05it really is worth taking the time to ask questions
0:42:05 > 0:42:08and make absolutely sure that the amount of money you are being quoted
0:42:08 > 0:42:11for your holiday is absolutely the final price
0:42:11 > 0:42:13that you are going to have to pay,
0:42:13 > 0:42:15and until you are happy with the answers,
0:42:15 > 0:42:17do not part with a penny of your money.
0:42:17 > 0:42:19That's probably the best advice of all.
0:42:19 > 0:42:21Don't part with your money
0:42:21 > 0:42:23until you're absolutely sure you've got what you want.
0:42:23 > 0:42:26I'm afraid that's where we've got to leave it for today.
0:42:26 > 0:42:28But remember we're always here to deal with your gripes,
0:42:28 > 0:42:30whether it's at home or abroad.
0:42:30 > 0:42:31And you can contact us on...
0:42:35 > 0:42:36So, until the next time,
0:42:36 > 0:42:38can I just say, if you are having some holidays,
0:42:38 > 0:42:40we hope that they go really smoothly.
0:42:40 > 0:42:43And that you get as much sunshine as we've had here in Tenerife!
0:42:43 > 0:42:47Bye-bye. You're coming into the sea. You come with me. Bye! Yes!