0:00:02 > 0:00:05We asked you who's left you feeling ripped off when it comes to
0:00:05 > 0:00:06your holidays,
0:00:06 > 0:00:10and you came back with a catalogue of travel disasters.
0:00:10 > 0:00:13We said, "No! We're going to stick with this
0:00:13 > 0:00:15"and try to get something done about it."
0:00:17 > 0:00:20When you're on holiday, you don't want to fight with people.
0:00:20 > 0:00:22You just want to enjoy it.
0:00:22 > 0:00:25So, whether it's a deliberate rip-off, a simple mistake
0:00:25 > 0:00:27or a catch in the small print,
0:00:27 > 0:00:32we'll find out why you're out of pocket and what you can do about it.
0:00:32 > 0:00:34- Your stories.- Your money.
0:00:34 > 0:00:35This is Rip Off Britain.
0:00:39 > 0:00:41Hello, and thank you very much for joining us once again
0:00:41 > 0:00:43on Rip Off Britain, where this week,
0:00:43 > 0:00:46we're investigating one of the biggest single expenses
0:00:46 > 0:00:49that most of us will ever shell out on in any particular year,
0:00:49 > 0:00:52and that, of course, is for sun, sea and sand -
0:00:52 > 0:00:54in other words, our holidays. And we've got it.
0:00:54 > 0:00:58Because we've based ourselves on the beautiful island of Gran Canaria
0:00:58 > 0:00:59to do just that.
0:00:59 > 0:01:02Yes, when you've budgeted carefully for a trip away,
0:01:02 > 0:01:03the last thing you're going to want
0:01:03 > 0:01:05is to suddenly find yourself hit with extra charges
0:01:05 > 0:01:08or higher costs than you'd expected.
0:01:08 > 0:01:10But that's at the heart of most of the stories
0:01:10 > 0:01:11we'll be looking into today.
0:01:11 > 0:01:14And unfortunately, in pretty much every case,
0:01:14 > 0:01:16there wasn't really any way to avoid paying up.
0:01:16 > 0:01:18No, and there's a possibility, of course,
0:01:18 > 0:01:20that exactly that could happen to you.
0:01:20 > 0:01:22So, throughout the programme today, we've got lots of tips
0:01:22 > 0:01:27to ensure that if it does, you will know what you are paying
0:01:27 > 0:01:29and exactly what you're getting for your money
0:01:29 > 0:01:32before you hand over one penny of your hard-earned cash.
0:01:34 > 0:01:38Coming up, the unexpected extra costs of taking a cruise -
0:01:38 > 0:01:41why these holiday-makers feel all at sea thanks to charges
0:01:41 > 0:01:43they don't think are always clear.
0:01:43 > 0:01:46Well, I was quite surprised talking to some of the people
0:01:46 > 0:01:49who cruise regularly as to how many potential extras
0:01:49 > 0:01:51and hidden extras there can be.
0:01:51 > 0:01:55And if you thought calling home from abroad on a mobile was expensive,
0:01:55 > 0:01:58wait till you hear how much five minutes from a phone box can cost.
0:01:58 > 0:02:02The amount charged was quite unexpected to me.
0:02:02 > 0:02:06I was just amazed that they felt they could charge so much.
0:02:11 > 0:02:14At one time, a holiday on the high seas was very much
0:02:14 > 0:02:17the preserve of the well-heeled in society.
0:02:17 > 0:02:18Going on a cruise was so expensive
0:02:18 > 0:02:22that it was something that most of us could really only dream about.
0:02:22 > 0:02:25But nowadays, well, cruising is in the mainstream,
0:02:25 > 0:02:27and more and more of us are choosing every year
0:02:27 > 0:02:29to have a holiday on the ocean.
0:02:30 > 0:02:33Devotees tell us they go back time after time.
0:02:33 > 0:02:36And the young couple that we're about to meet, well, for them,
0:02:36 > 0:02:38going on a cruise was their favourite kind of holiday.
0:02:38 > 0:02:41They even got married on one.
0:02:41 > 0:02:42But not anymore.
0:02:42 > 0:02:44They've now turned their back on cruising,
0:02:44 > 0:02:48and that's because of one very big cost that makes them feel
0:02:48 > 0:02:52that their young family is decidedly unwelcome.
0:02:54 > 0:02:58There are many who'd say that taking a holiday on the high seas
0:02:58 > 0:03:01is the only way to travel.
0:03:01 > 0:03:04It still has an air of luxury as well as dozens of activities
0:03:04 > 0:03:07aimed at keeping the whole family entertained
0:03:07 > 0:03:12whilst destinations such as the Caribbean or the Med pass gently by.
0:03:12 > 0:03:17Teacher Caroline Harris fell hook, line and sinker for cruise ships
0:03:17 > 0:03:18when she was a teenager.
0:03:18 > 0:03:23And in the years since, she's has been on over 20 cruises.
0:03:23 > 0:03:26I just remember driving across the freeway,
0:03:26 > 0:03:29and the scale of these ships is just unbelievable.
0:03:29 > 0:03:32Once we got on board, it was incredible -
0:03:32 > 0:03:35the facilities, the sense of luxury.
0:03:35 > 0:03:40I was able to go to the sporting events, do the rock climbing wall,
0:03:40 > 0:03:44go ice skating, go to the theatre, see the entertainment.
0:03:44 > 0:03:49In fact, so wedded to cruises is Caroline that she even married
0:03:49 > 0:03:52husband Robin on one of them, and not just any one.
0:03:52 > 0:03:56The Allure of the Seas is one of the ships belonging to the second
0:03:56 > 0:03:59biggest cruise company in the world - Royal Caribbean.
0:03:59 > 0:04:04And with 2,700 cabins, it's the largest cruise ship afloat.
0:04:04 > 0:04:06It was lovely because my husband's family
0:04:06 > 0:04:07had never been cruising before,
0:04:07 > 0:04:10so it was something we could share with them
0:04:10 > 0:04:13and they could enjoy with us.
0:04:13 > 0:04:15After such a special experience,
0:04:15 > 0:04:19when she found out she was pregnant last year, there was only one
0:04:19 > 0:04:23place where Caroline could imagine spending their first family holiday!
0:04:23 > 0:04:25Our first port of call for looking
0:04:25 > 0:04:29and researching a family holiday was, of course, Royal Caribbean.
0:04:29 > 0:04:31We were pretty confident that they would be able to provide
0:04:31 > 0:04:34in terms of price and activities.
0:04:35 > 0:04:37So, months before the baby was due,
0:04:37 > 0:04:42Caroline excitedly looked at booking her first Royal Caribbean cruise
0:04:42 > 0:04:44for a family of three.
0:04:44 > 0:04:47But her plans were sunk when she was quoted the price
0:04:47 > 0:04:50and she realised that the cost of taking her new baby would be
0:04:50 > 0:04:54the same as paying for a third adult!
0:04:54 > 0:04:58What we discovered was that Royal Caribbean charge a third
0:04:58 > 0:05:01or fourth person rate in the cabins as opposed to
0:05:01 > 0:05:03an infant or toddler rate.
0:05:03 > 0:05:08Doesn't matter whether you are zero or whether you are 60,
0:05:08 > 0:05:10the price is the same.
0:05:10 > 0:05:15Now the £753 Caroline was quoted for taking an extra person
0:05:15 > 0:05:22included a reduction on Royal Caribbean's full fare of £1,178.
0:05:22 > 0:05:25But this reduction is the same for a third or fourth person
0:05:25 > 0:05:28regardless of the additional person's age.
0:05:28 > 0:05:31And it's that fact which annoyed Caroline.
0:05:31 > 0:05:34Now, she wasn't expecting to take her baby for free.
0:05:34 > 0:05:38But she had thought that the reduction she'd get for taking
0:05:38 > 0:05:41a third person on board might be greater for a baby
0:05:41 > 0:05:43than it is for an adult.
0:05:43 > 0:05:46After all, her baby would not be able to take advantage of even
0:05:46 > 0:05:50a fraction of all the activities that the fare included,
0:05:50 > 0:05:54such as unlimited entertainment and a sports facilities.
0:05:54 > 0:05:57Obviously, they can't go and see the shows,
0:05:57 > 0:06:00they can't take part in any of the activities,
0:06:00 > 0:06:06so you would expect that a baby would have a minimal fee
0:06:06 > 0:06:08in terms of doing that.
0:06:08 > 0:06:11On top of that, at the time they hoped to travel,
0:06:11 > 0:06:14Caroline's baby would barely even have tasted solid food,
0:06:14 > 0:06:17so the all-you-can-eat restaurants seemed irrelevant
0:06:17 > 0:06:19to this particular passenger.
0:06:19 > 0:06:23I've also phoned Royal Caribbean and asked do they provide baby food
0:06:23 > 0:06:28in terms of liquidising food from the dining room.
0:06:28 > 0:06:32Due to health and safety, I've been told that that can't happen.
0:06:32 > 0:06:36We then slowly discovered that our baby was going to cost us
0:06:36 > 0:06:40probably even more than ourselves to go on-board.
0:06:40 > 0:06:42But Royal Caribbean is by no means alone
0:06:42 > 0:06:45in having this kind of policy for infants.
0:06:45 > 0:06:48We asked the rest of the world's top-ten cruise companies what
0:06:48 > 0:06:51they would charge in a situation like Caroline's.
0:06:51 > 0:06:54Of the nine that answered, another five would do
0:06:54 > 0:06:59the same as Royal Caribbean and charge the same,
0:06:59 > 0:07:03albeit reduced price, for a third person, regardless of their age.
0:07:03 > 0:07:06One of them, AIDA, does allow children under two
0:07:06 > 0:07:07to cruise for free
0:07:07 > 0:07:10and another - Disney - offer special rates for children
0:07:10 > 0:07:12on some of its cruises.
0:07:12 > 0:07:17But only one company we spoke to - MSC Cruises - lets all children
0:07:17 > 0:07:20under 18 go absolutely free.
0:07:20 > 0:07:24So how does Royal Caribbean explain its charges?
0:07:24 > 0:07:25Well, the company told us
0:07:25 > 0:07:29it's sorry Caroline feels let down, and stressed that its ships...
0:07:33 > 0:07:34Many of which they say...
0:07:37 > 0:07:38It points out that...
0:07:41 > 0:07:44..as is a "bottle-warming service"
0:07:44 > 0:07:48which you can get throughout the ship, and even on room service.
0:07:48 > 0:07:54And additional services like nappies are available "at a cost."
0:07:54 > 0:07:56Royal Caribbean went on to say that "from time to time"
0:07:56 > 0:08:01it may have "special promotions that offer free child places"
0:08:01 > 0:08:05and said that it's updated the information on its website to
0:08:05 > 0:08:09"offer greater clarity" on its prices for infants.
0:08:09 > 0:08:11But despite their initial enthusiasm,
0:08:11 > 0:08:15Caroline and Robin have, for now at least, decided against
0:08:15 > 0:08:19taking the newest member of their family on its first cruise.
0:08:19 > 0:08:23I think that certainly, if my child was three or four,
0:08:23 > 0:08:26I would be happy to bring it on a Royal Caribbean cruise.
0:08:26 > 0:08:31I would expect to pay in the region of what we're paying.
0:08:31 > 0:08:34But a three-year-old child and a six-month-old baby is a very,
0:08:34 > 0:08:35very different thing.
0:08:35 > 0:08:39Well, later in the programme, we'll be looking at some of the other
0:08:39 > 0:08:42unexpected cruise costs you've been telling us about.
0:08:42 > 0:08:45The excursions themselves are very expensive.
0:08:45 > 0:08:49Nobody told us that you could actually opt out
0:08:49 > 0:08:51of the tipping policy.
0:08:58 > 0:09:01Now, mobile phone companies right across Europe have been told
0:09:01 > 0:09:05to make the price we pay for calls when we're on holiday cheaper
0:09:05 > 0:09:07and indeed easier to understand, but even so,
0:09:07 > 0:09:10lots of you still tell us you're really worried that you'll come home
0:09:10 > 0:09:14to big bills that you had no idea you were racking up.
0:09:14 > 0:09:17So, you might be tempted to call home from a payphone instead,
0:09:17 > 0:09:19assuming it's going to work out a lot cheaper.
0:09:19 > 0:09:22But that is most definitely not going to be the case
0:09:22 > 0:09:25if you find yourself picking up a phone that belongs to one
0:09:25 > 0:09:30particular company. They've got them in cities, airports, resorts,
0:09:30 > 0:09:33right across the world. But a warning - watch out, you could find
0:09:33 > 0:09:37a call costs a lot more than you'd ever imagine you'd be asked to pay.
0:09:40 > 0:09:41Many of us have learned the hard way
0:09:41 > 0:09:44that when you're abroad, despite what they say,
0:09:44 > 0:09:46talk isn't always cheap.
0:09:47 > 0:09:51And although the cost of using your mobile phone overseas has
0:09:51 > 0:09:55come down, calling home can still leave you with a hefty bill.
0:09:55 > 0:09:58Research shows that a call from Europe to the UK will usually
0:09:58 > 0:10:00cost around 18p a minute.
0:10:02 > 0:10:04From the United States, that rises to anything
0:10:04 > 0:10:08between 89p and £1.50 a minute.
0:10:08 > 0:10:12And calling from Africa or Asia, can cost up to £2 a minute.
0:10:12 > 0:10:15John and Wilma Dewey from Dorset
0:10:15 > 0:10:17were determined to avoid such high charges
0:10:17 > 0:10:21when they set off on a walking holiday in Austria last year.
0:10:21 > 0:10:23As their mobile phone wasn't working,
0:10:23 > 0:10:24they'd intended to stay in touch
0:10:24 > 0:10:26with their son and daughter by e-mail.
0:10:26 > 0:10:29But when one day they needed to call home,
0:10:29 > 0:10:32they headed to the local post office to use the payphone there.
0:10:33 > 0:10:38We decided to use a public phone box.
0:10:38 > 0:10:41The pay phone took coins,
0:10:41 > 0:10:44but there was also the option to use a credit card.
0:10:46 > 0:10:50We had coins with us, but I decided to use the credit card.
0:10:50 > 0:10:54I thought for a five-minute call, it might be something like £5
0:10:54 > 0:10:57or a bit more. No more than that.
0:10:57 > 0:11:00The phone box didn't allow them to call home direct.
0:11:00 > 0:11:03Instead, the instructions stated they had to call an operator
0:11:03 > 0:11:05who would place the call for them.
0:11:06 > 0:11:11The operator asked me which number I wanted.
0:11:11 > 0:11:13The line was very poor.
0:11:13 > 0:11:16Our daughter-in-law couldn't even hear me
0:11:16 > 0:11:20and I kept on saying, "It's John and Wilma, it's John and Wilma."
0:11:20 > 0:11:25And eventually, she could hear, and I asked if everybody is all right.
0:11:25 > 0:11:28It can't have been more than five minutes.
0:11:28 > 0:11:31It wasn't until they returned home that they gave a second thought
0:11:31 > 0:11:35to the cost of their short phone call back to the UK.
0:11:35 > 0:11:39When I got my credit card bill and looked at it, I noticed that
0:11:39 > 0:11:45I'd been charged £38 for this very short phone call.
0:11:45 > 0:11:49The amount charged was quite unexpected to me.
0:11:49 > 0:11:54I thought, "This must be a mistake," so I rang the credit card company.
0:11:54 > 0:11:58All they could tell me about it was that the call had been made
0:11:58 > 0:12:01through a company called BBG London.
0:12:01 > 0:12:05BBG London is part of an international company called
0:12:05 > 0:12:07BBG Communication.
0:12:07 > 0:12:09So furious at how much they'd been charged,
0:12:09 > 0:12:12John fired off an angry e-mail.
0:12:13 > 0:12:18I got an e-mail address for their headquarters in San Diego
0:12:18 > 0:12:24and I e-mailed them complaining about the amount.
0:12:24 > 0:12:26There was no reply,
0:12:26 > 0:12:32but I was rather comforted to find that people who had been
0:12:32 > 0:12:36charged similar amounts had also complained about the same
0:12:36 > 0:12:42company, and very often in language that I can't really repeat here. Ha!
0:12:44 > 0:12:45According to its website,
0:12:45 > 0:12:51BBG communications runs 350,000 payphones around the world -
0:12:51 > 0:12:53many situated in airports,
0:12:53 > 0:12:56as well as over two million hotel telephones.
0:12:56 > 0:12:59BBG also manages the credit card payments
0:12:59 > 0:13:03from many BT phone boxes in the UK.
0:13:03 > 0:13:05But for a company who deal in communications,
0:13:05 > 0:13:09John and Wilma felt they hadn't been especially upfront
0:13:09 > 0:13:12when it came to making clear the cost of using their service.
0:13:12 > 0:13:17In my opinion, £38 for a five-minute call
0:13:17 > 0:13:21is completely outrageous.
0:13:21 > 0:13:24I was just amazed that they felt they could charge so much.
0:13:24 > 0:13:27I think it should say quite clearly on the phone box
0:13:27 > 0:13:32how much it is going to be and one should be able to find out
0:13:32 > 0:13:37how much a minute is to the country one is ringing.
0:13:37 > 0:13:40To see for ourselves how well BBG's charges are explained,
0:13:40 > 0:13:44at least in the UK, we headed to a payphone at Manchester Airport.
0:13:44 > 0:13:49It was a BT box, but it's BBG who actually process the payments
0:13:49 > 0:13:51for any calls made by credit card.
0:13:51 > 0:13:54And although the costs of such calls were explained,
0:13:54 > 0:13:57it was only in very small print near the bottom,
0:13:57 > 0:14:00nowhere near as clearly displayed as the much lower costs
0:14:00 > 0:14:03you'd pay if you were using coins.
0:14:03 > 0:14:05So we asked BT why this was,
0:14:05 > 0:14:07and they told us that while most of their pricing
0:14:07 > 0:14:11and payment information is in the same size, it's because coins
0:14:11 > 0:14:15are still the most used method of payment that the details are bigger.
0:14:15 > 0:14:19Three years ago, BBG made headlines around the world
0:14:19 > 0:14:22when US army troops complained about the cost of ringing home
0:14:22 > 0:14:24from Europe.
0:14:24 > 0:14:28After being contacted by outraged soldiers, John Mattes, a lawyer from
0:14:28 > 0:14:33San Diego, took California-based BBG Communications to court
0:14:33 > 0:14:38after one serviceman was charged 41 for a three-second voicemail call
0:14:38 > 0:14:39from Germany.
0:14:40 > 0:14:43This was a secured area for soldiers being deployed,
0:14:43 > 0:14:47and there were banks of phones for them to make their call home.
0:14:47 > 0:14:49Remember, this is their last call home
0:14:49 > 0:14:51before they're going into combat.
0:14:51 > 0:14:54Soldiers deserve our support and respect,
0:14:54 > 0:14:57they don't deserve to be overcharged for a phone call.
0:14:57 > 0:15:01But when the case came to court, it was thrown out.
0:15:01 > 0:15:05The judge ruled that we had brought the case in the wrong jurisdiction
0:15:05 > 0:15:09and this company was properly located in Switzerland.
0:15:09 > 0:15:14I respect the judge's ruling, however that didn't put any money
0:15:14 > 0:15:18back in the pockets of all those servicemen who had paid so much.
0:15:18 > 0:15:20John now works as an investigative journalist
0:15:20 > 0:15:24and is still trying to highlight the cost of phoning with BBG.
0:15:24 > 0:15:27Consumers are reporting to me that they're still concerned
0:15:27 > 0:15:31about the charges they're getting and they don't know the prices.
0:15:31 > 0:15:34All they need to do is tell you the price up front.
0:15:35 > 0:15:37When we contacted BBG, the company
0:15:37 > 0:15:42described what John and Wilma told us as "misleading and incomplete,"
0:15:42 > 0:15:44and said that putting signage
0:15:44 > 0:15:47highlighting all the various payment types and call destinations
0:15:47 > 0:15:52within the limited space of any payphone would be...
0:15:52 > 0:15:56It says instead it plays "voice prompts prior to connecting a call,"
0:15:56 > 0:16:00allowing users to find out the rates before going ahead.
0:16:00 > 0:16:03BBG went on to say that not using this option is...
0:16:09 > 0:16:13But the company regrets that John and Wilma were "not satisfied"
0:16:13 > 0:16:17and that they've had difficulty getting their complaint resolved.
0:16:17 > 0:16:19It says its customer care group will contact them
0:16:19 > 0:16:21as "a matter of priority."
0:16:21 > 0:16:24As for the case of John Mattes' in America,
0:16:24 > 0:16:28BBG is confident that if it had gone further, it would "ultimately fail,"
0:16:28 > 0:16:30suggesting his points are "unfounded."
0:16:30 > 0:16:32But in any case, the company told us
0:16:32 > 0:16:36that due to declining demand in the face of "better value"
0:16:36 > 0:16:38methods of communication, it is "actively removing"
0:16:38 > 0:16:41its services from Europe and North America.
0:16:41 > 0:16:44But in the meantime, a sharp drop in the number of calls
0:16:44 > 0:16:47"has resulted in higher costs."
0:16:48 > 0:16:51So if you find yourself using a payphone abroad,
0:16:51 > 0:16:55do keep in mind that paying for a call by credit card will more
0:16:55 > 0:16:58often than not be the most expensive way to pay
0:16:58 > 0:17:01and cost you far more than it does back home.
0:17:01 > 0:17:05While a three-minute, inland call from a UK phone box would typically
0:17:05 > 0:17:08cost you £1.60 if you pay by credit card,
0:17:08 > 0:17:12in Germany a comparable call would cost the equivalent
0:17:12 > 0:17:13of just over £13.
0:17:13 > 0:17:18And in France, it could set you back almost £18!
0:17:18 > 0:17:21So heading to a phone box that takes coins as well as cards
0:17:21 > 0:17:24when you're abroad is likely to save you a pretty penny and,
0:17:24 > 0:17:27because you can keep track of the cost as you go along,
0:17:27 > 0:17:30means you'll avoid coming home to the shock of a bill much
0:17:30 > 0:17:33higher than you ever, ever would have expected.
0:17:33 > 0:17:36I'm not telling anybody what they should charge for a phone call.
0:17:36 > 0:17:39All I'm saying is be honest.
0:17:39 > 0:17:42Period. No ifs, ands or buts. No hidden agendas.
0:17:42 > 0:17:45Straightforward, tell the consumer the price.
0:17:52 > 0:17:55Still to come on Rip Off Britain, why a special treat bought
0:17:55 > 0:17:59by her son has ended up leaving this woman feeling short-changed.
0:17:59 > 0:18:01People get these as gifts
0:18:01 > 0:18:06and they don't like to complain because its a gift from a loved one.
0:18:11 > 0:18:14For one weekend last summer, we opened up our Rip Off Britain
0:18:14 > 0:18:17Pop Up Shop in one of the biggest shopping centres
0:18:17 > 0:18:18in the West Midlands.
0:18:18 > 0:18:21Well, good morning, everybody. How are you? Thank you all for coming.
0:18:21 > 0:18:24- The shop is open! - In you go.- In you go.
0:18:27 > 0:18:29Over the two days, we had plenty of you coming in
0:18:29 > 0:18:32to tell us about your holiday horrors.
0:18:32 > 0:18:36Some of which, even after months, haven't been sorted.
0:18:36 > 0:18:39I had an incident a couple years ago. It was back in February, 2012,
0:18:39 > 0:18:41and it's still unresolved.
0:18:43 > 0:18:45It was just absolutely horrendous.
0:18:45 > 0:18:50My husband had already swapped rooms before I had even arrived.
0:18:50 > 0:18:54And outside the shop, in our Gripe Corner, there was a steady stream
0:18:54 > 0:18:57of people ready to tell us what's really hacked them off
0:18:57 > 0:18:59about trying to get away!
0:19:01 > 0:19:04I think airlines are an absolute rip-off.
0:19:04 > 0:19:08They charge booking fees, card fees,
0:19:08 > 0:19:11then charge extra to take baggage on the plane.
0:19:11 > 0:19:16A car was pre-booked and pre-paid for some three months earlier.
0:19:16 > 0:19:21When we got to the kiosk, we were told they hadn't got the vehicle
0:19:21 > 0:19:23we wanted or that was suitable for us.
0:19:25 > 0:19:29Back inside, it was another car-hire problem that drove Peter
0:19:29 > 0:19:33and Mary Wright to come and see travel journalist Alison Rice.
0:19:33 > 0:19:35They had quite a surprise when they returned the vehicle
0:19:35 > 0:19:38at the end of their holiday in America
0:19:38 > 0:19:42and found they'd been charged £250 more than they were expecting.
0:19:42 > 0:19:45Not only that, but when they asked for an explanation,
0:19:45 > 0:19:48the car-hire company told them it was because they'd hired
0:19:48 > 0:19:51an entirely different car from the one they'd actually been driving!
0:19:53 > 0:19:56Instead of charging me for a full-size car,
0:19:56 > 0:20:00when I came back, I realised on my credit slip they've charged me
0:20:00 > 0:20:02for a premium car.
0:20:02 > 0:20:04Now, they'd asked me if I wanted to upgrade,
0:20:04 > 0:20:06and I said, "No, thank you."
0:20:06 > 0:20:09I took a full-size car out of the full-size car lot
0:20:09 > 0:20:12and used a full-size car for a month.
0:20:12 > 0:20:15It wasn't until I got back into the departure lounge
0:20:15 > 0:20:19that I found out they charged me just short of 400
0:20:19 > 0:20:20for the premium car.
0:20:20 > 0:20:24I called the customer service people from the airport.
0:20:24 > 0:20:29Initially, they said I signed for a premium car,
0:20:29 > 0:20:32which I don't doubt that I did.
0:20:32 > 0:20:33I just signed where I was asked to sign,
0:20:33 > 0:20:37but you can see quite clearly that I haven't used a premium car
0:20:37 > 0:20:38nor did I ask for one.
0:20:38 > 0:20:42He said, "Give us your e-mail address and we'll contact you,"
0:20:42 > 0:20:45and they didn't. When I got home, I rang them back, they gave me
0:20:45 > 0:20:47another e-mail address, no reply.
0:20:47 > 0:20:50I sent snail mail letter, no reply.
0:20:50 > 0:20:54If it's any consolation, Peter, you're not alone.
0:20:54 > 0:20:57And it really is buyer beware with car hire.
0:20:57 > 0:21:00Most of the complaints are about when you get home
0:21:00 > 0:21:03and your credit card statement comes,
0:21:03 > 0:21:04and it's not what you thought.
0:21:04 > 0:21:10A lot of the profit made by car-hire companies is made by the add-ons,
0:21:10 > 0:21:14and a lot of those add-ons comes from the pressure you're under
0:21:14 > 0:21:17when you go to the collection desk and you sign for something
0:21:17 > 0:21:21without understanding you've signed to pay a lot more money.
0:21:21 > 0:21:25I have a horrid feeling that you have no come-back.
0:21:25 > 0:21:28We get a lot of complaints about car-hire companies.
0:21:28 > 0:21:30And if you feel you're not getting anywhere,
0:21:30 > 0:21:32there is an organisation that can help.
0:21:32 > 0:21:33In Britain,
0:21:33 > 0:21:40there is the British Vehicle Rental And Leasing Association, BVRLA.
0:21:40 > 0:21:44They have many members - big companies and small companies.
0:21:44 > 0:21:47They have a code of conduct and they will investigate it,
0:21:47 > 0:21:51but only if there's evidence that a member has breached the contract.
0:21:51 > 0:21:56So, if I were you, I'd still write a letter to the BVRLA
0:21:56 > 0:21:58and just say, "This is what's happening, you know."
0:21:58 > 0:22:01What about the idea of going onto social media
0:22:01 > 0:22:03and at least telling your story?
0:22:03 > 0:22:05I bet you'll find there's lots of other people
0:22:05 > 0:22:07who've been caught the same way.
0:22:07 > 0:22:10If you're fighting a company that minds about its reputation
0:22:10 > 0:22:14and you do go onto social media, you might find you get some redress
0:22:14 > 0:22:19that way, because a lot of companies do not want to be embarrassed.
0:22:19 > 0:22:21Well, thank you for coming in and sharing it with us
0:22:21 > 0:22:23cos we do deal in cautionary tales
0:22:23 > 0:22:26as well as trying to solve problems.
0:22:26 > 0:22:29I'll give you a call if I have troubles again with them.
0:22:32 > 0:22:35Now, what could be a more generous present than a night away?
0:22:35 > 0:22:39But rather than tying someone into staying at a particular place
0:22:39 > 0:22:40you've chosen on their behalf,
0:22:40 > 0:22:43you could decide instead to buy a gift voucher
0:22:43 > 0:22:47that can be used at various hotels on any particular night.
0:22:47 > 0:22:49It's a convenient and flexible way to do it,
0:22:49 > 0:22:53and there's a wide range of companies offering such deals.
0:22:53 > 0:22:55But does that flexibility come at a price?
0:22:59 > 0:23:02There can't be many of us who haven't struggled to find
0:23:02 > 0:23:06that perfect gift for someone we really care about.
0:23:06 > 0:23:10And it's harder still when close at heart isn't close at hand
0:23:10 > 0:23:14if, for example, the person you're buying for is 6,000 miles away,
0:23:14 > 0:23:16on the other side of the globe.
0:23:16 > 0:23:18I miss Sam, he's my only son.
0:23:18 > 0:23:20Any mother would miss their son.
0:23:23 > 0:23:27Pat Oliver's son, Sam, left to teach English in Japan 12 years ago.
0:23:27 > 0:23:30And despite all the help that technology can offer,
0:23:30 > 0:23:33she misses not having him closer to home.
0:23:34 > 0:23:36It is special when I hear from him.
0:23:36 > 0:23:39Getting in contact with Sam is not always easy
0:23:39 > 0:23:44because of the difference in time between here and Japan,
0:23:44 > 0:23:47but again, sometimes his commitments are such that he can't always
0:23:47 > 0:23:50get back to me. Anything from Sam is quite good.
0:23:53 > 0:23:57But Sam likes to make up for the distance between them.
0:23:57 > 0:24:00Sam is very generous. He's a generous boy.
0:24:00 > 0:24:07We went to Japan last year and he paid for all the hotel for us
0:24:07 > 0:24:12and he paid for various transports, things like that, you know?
0:24:14 > 0:24:16And when his mum's birthday came around,
0:24:16 > 0:24:20Sam decided to treat her to a very special gift.
0:24:20 > 0:24:22Using a site called Activity Superstore,
0:24:22 > 0:24:25he bought a voucher for a hotel mini-break,
0:24:25 > 0:24:28so she and her partner, Dave, could enjoy a night away.
0:24:28 > 0:24:30Delivered in a special gift box,
0:24:30 > 0:24:34the voucher stated that it could be exchanged for one night's bed
0:24:34 > 0:24:38and breakfast in a choice of dozens of guesthouses around the UK,
0:24:38 > 0:24:41to a maximum value of £109.
0:24:41 > 0:24:44When we saw this gift, we thought, "Oh, typical Sam,"
0:24:44 > 0:24:46you know, "He's sent us another lovely gift."
0:24:48 > 0:24:51And when Pat and Dave were invited to a wedding in Scotland,
0:24:51 > 0:24:55it seemed the perfect opportunity to use her voucher.
0:24:55 > 0:24:57She found a guesthouse included in the scheme,
0:24:57 > 0:25:00which was on the way to the wedding.
0:25:00 > 0:25:02I thought, "Oh, that sounds all right.
0:25:02 > 0:25:05"We can break up our journey going up to our wedding."
0:25:06 > 0:25:09Keen to find out more about the place,
0:25:09 > 0:25:12Pat went online to look it up on other sites.
0:25:12 > 0:25:15But when she did, she was surprised to find she could have booked
0:25:15 > 0:25:19a room there much more cheaply than by using the voucher.
0:25:19 > 0:25:21To my horror and amazement,
0:25:21 > 0:25:26I found that a one nights' stay there was £60,
0:25:26 > 0:25:28so I thought, "Oh, how does that work?
0:25:29 > 0:25:36"I've got a voucher here for 109," you know, "that's £49 difference."
0:25:38 > 0:25:40Thinking her son had paid over the odds,
0:25:40 > 0:25:44Pat picked up the phone and called Activity Superstore
0:25:44 > 0:25:47to ask if what she had spotted was correct.
0:25:47 > 0:25:50I said to him, "Well, what's happening to the other £49,
0:25:50 > 0:25:53"where's that gone to? Who's having that?"
0:25:55 > 0:25:57She even asked if she could spend a bit more
0:25:57 > 0:26:00and stay for two nights instead of one.
0:26:00 > 0:26:02She was told that wasn't possible
0:26:02 > 0:26:05because the voucher was only valid for a one-night stay.
0:26:06 > 0:26:09When she continued to query the difference in price,
0:26:09 > 0:26:13Activity Superstore told her it was only a third party company
0:26:13 > 0:26:19and £109 was the maximum amount she could spend, not the cash value,
0:26:19 > 0:26:24even though Sam had paid the full £109 to buy the voucher.
0:26:25 > 0:26:29I put the phone down, I was so angry at that time.
0:26:29 > 0:26:32Pat then did some more research online
0:26:32 > 0:26:36and found a number of other people complaining of similar experiences.
0:26:36 > 0:26:41One guy complained about his voucher for £109.
0:26:41 > 0:26:46He checked out every hotel that there was available,
0:26:46 > 0:26:50and the highest one was £70.
0:26:52 > 0:26:55Pat decided not to use the voucher to go to the wedding
0:26:55 > 0:26:57in Scotland after all.
0:26:57 > 0:26:59Instead, she used it to stay at a castle in Wales,
0:26:59 > 0:27:05which, even then if she'd paid in cash, would have cost her only £89.
0:27:05 > 0:27:07Sam works extremely hard.
0:27:07 > 0:27:12I feel it's a shame, he's made a gift to me of £109,
0:27:12 > 0:27:17I feel basically these people are ripping him off and me.
0:27:21 > 0:27:24Of course, Pat did still get her night away for free,
0:27:24 > 0:27:26but she hates the idea that to get it,
0:27:26 > 0:27:29her son paid more than he needed to.
0:27:29 > 0:27:31So we took a closer look at the offers
0:27:31 > 0:27:35on the Activity Superstore site ourselves.
0:27:35 > 0:27:37At the time we researched this,
0:27:37 > 0:27:40there were 37 guesthouses for customers to choose from.
0:27:40 > 0:27:42And on the day we checked,
0:27:42 > 0:27:46we found that at 27 of those, you'd have got a better deal booking
0:27:46 > 0:27:50direct with them rather than by cashing in a voucher for your stay.
0:27:50 > 0:27:54In one case, booking direct was up to £54 cheaper
0:27:54 > 0:27:56than paying with a voucher!
0:27:58 > 0:28:01The concept of Activity Superstore
0:28:01 > 0:28:05doing wonderful experience
0:28:05 > 0:28:08for people, I think that's a good concept.
0:28:08 > 0:28:11I've got no actual issue with that at all.
0:28:11 > 0:28:17The issue I've got is the amount of profit they make from those.
0:28:17 > 0:28:21But the company behind Activity Superstore completely rejects
0:28:21 > 0:28:26any criticism, saying its vouchers are sold at "a very fair price"
0:28:26 > 0:28:30and offer "fantastic flexibility and certainty of value."
0:28:30 > 0:28:32They say comparing the cost of the voucher with the price
0:28:32 > 0:28:36of booking direct with a hotel or indeed on other websites
0:28:36 > 0:28:39is "grossly unfair," because most hotels...
0:28:45 > 0:28:49The company told us they sell 250,000 vouchers each year
0:28:49 > 0:28:54and that "over 99% of customers have no complaint whatsoever."
0:28:54 > 0:28:58And they point out that the voucher comes "in a presentation gift box"
0:28:58 > 0:29:02and includes cancellation cover and accident insurance.
0:29:02 > 0:29:05They add that it's the hotels that receive most of the money
0:29:05 > 0:29:09from the voucher, not them, and that their own share takes into account
0:29:09 > 0:29:12running costs and tax, as well as profit.
0:29:15 > 0:29:18To find out if Pat's experience was typical,
0:29:18 > 0:29:21we compared five of the biggest other voucher companies to see
0:29:21 > 0:29:25how their prices matched with doing it yourself.
0:29:25 > 0:29:28We compared how much it would cost to stay on a Saturday night
0:29:28 > 0:29:31in February, March and April using a voucher
0:29:31 > 0:29:33or booking direct with the hotel.
0:29:33 > 0:29:36Now, it's hardly a scientific survey,
0:29:36 > 0:29:38but we found that in a third of cases
0:29:38 > 0:29:42where a reservation was possible, booking with a voucher cost more.
0:29:42 > 0:29:45In one case, £43 pounds more!
0:29:45 > 0:29:49So although vouchers can be a great option for the ease and convenience,
0:29:49 > 0:29:54be aware that sometimes you'll pay a price for that convenience.
0:29:57 > 0:30:00And that's still what rankles with Pat.
0:30:01 > 0:30:06People get these as gifts and they don't like to complain
0:30:06 > 0:30:08because it's a gift from a loved one.
0:30:17 > 0:30:22Our travel expert, Simon Calder, has flown, sailed, driven
0:30:22 > 0:30:26and indeed cycled to thousands of destinations all around the world.
0:30:26 > 0:30:28So we asked him to let us in on some of his top secrets.
0:30:28 > 0:30:30This time it's New York.
0:30:33 > 0:30:35You know the song...
0:30:35 > 0:30:38# It's up to you New York, New York. #
0:30:38 > 0:30:41But a big problem in the Big Apple can be that it's also up to you
0:30:41 > 0:30:44to work the total cost of your hotel room!
0:30:44 > 0:30:47New York is one of the most expensive cities in the world
0:30:47 > 0:30:49for accommodation. And guess what,
0:30:49 > 0:30:53it can be even more expensive than it initially looks.
0:30:53 > 0:30:57Hello, yes, I wondered if you had a room available for tomorrow night?
0:30:57 > 0:31:02'It's standard practice to not to include tax in the quoted room rate.'
0:31:02 > 0:31:06My goodness me, that's nearly 100 in...in tax!"
0:31:06 > 0:31:08I called the Waldorf Astoria
0:31:08 > 0:31:11and was quoted 599
0:31:11 > 0:31:13for a night in a superior room.
0:31:13 > 0:31:17Once tax is added, it comes to over 690.
0:31:17 > 0:31:20That's a whopping 15% increase,
0:31:20 > 0:31:24which could come as a bit of a shock if you're not expecting it.
0:31:24 > 0:31:28And remember that tax is added in all American hotels,
0:31:28 > 0:31:31but it can bump up the price if you hadn't factored it in!
0:31:31 > 0:31:33So, once you've checked in,
0:31:33 > 0:31:37it's time to check out that famous Manhattan skyline for real.
0:31:37 > 0:31:39But getting the best views of the city comes at a price,
0:31:39 > 0:31:42so choose your skyscraper with care.
0:31:46 > 0:31:48We all love a view,
0:31:48 > 0:31:51but when it comes to New York, think twice
0:31:51 > 0:31:53before you go for the obvious choice -
0:31:53 > 0:31:57the observatory at the top of the Empire State Building.
0:31:57 > 0:32:02The Rockefeller Centre has a unique, 360-degree panorama
0:32:02 > 0:32:07that includes a monumental view of the Empire State Building.
0:32:07 > 0:32:11What's more, it's 17 cheaper. That's about £10!
0:32:14 > 0:32:18It can seem that everything in New York comes with a hefty price tag,
0:32:18 > 0:32:21but if you plan it carefully, you can get some of New York
0:32:21 > 0:32:22on the house.
0:32:25 > 0:32:28New York has some of the finest museums on the planet,
0:32:28 > 0:32:31and they're even better when they're free!
0:32:31 > 0:32:32It's a question of timing.
0:32:32 > 0:32:37Take the Guggenheim. If you visit between 5.45 and 7.45
0:32:37 > 0:32:40on a Saturday evening, you get in free,
0:32:40 > 0:32:42or at least pay what you wish,
0:32:42 > 0:32:44and so you can decide how much
0:32:44 > 0:32:46of the normal 22 admission fee
0:32:46 > 0:32:48you want to hand over.
0:32:48 > 0:32:51Do bear in mind that when Americans come to Britain,
0:32:51 > 0:32:56we welcome them to our great National Museums for free all the time!
0:33:01 > 0:33:04Earlier in the programme, we heard how the cost of taking a baby
0:33:04 > 0:33:09on a cruise meant that one young couple have now turned their back on
0:33:09 > 0:33:12what had previously been their favourite form of holiday.
0:33:12 > 0:33:14And in fact, quite a lot of you have been telling us
0:33:14 > 0:33:18about some of those extra and totally unexpected charges
0:33:18 > 0:33:22that can crop up on a cruise that can really make a very large hole
0:33:22 > 0:33:24in your holiday budget.
0:33:24 > 0:33:27Let's face it, a cruise isn't exactly the kind of holiday
0:33:27 > 0:33:29where you can nip off to another part of the resort
0:33:29 > 0:33:31and find something a little bit cheaper.
0:33:31 > 0:33:34So to ensure that you don't feel left all at sea
0:33:34 > 0:33:38when it comes to exactly how much a cruise is going to cost you,
0:33:38 > 0:33:41we've been taking a look at some of those extra costs.
0:33:44 > 0:33:47Since the days when it was a glamorous choice for the super rich,
0:33:47 > 0:33:51cruising has become an increasingly affordable
0:33:51 > 0:33:52and popular holiday option.
0:33:52 > 0:33:56Last year, 1.7 million of us took to the waves.
0:33:58 > 0:34:01These days, everybody goes on cruises - kids go on cruises,
0:34:01 > 0:34:05teenagers go on cruises, older people go on cruises,
0:34:05 > 0:34:09honeymooners go on cruises, every age, every creed.
0:34:10 > 0:34:14But unlike any other package holiday,
0:34:14 > 0:34:18taking a holiday at sea makes you a truly captive audience.
0:34:18 > 0:34:21So when it comes to what's included in your cruise,
0:34:21 > 0:34:24it really is more important than ever
0:34:24 > 0:34:28that you know what you're getting and what you're not.
0:34:28 > 0:34:32The main misconception about a cruise is that everything
0:34:32 > 0:34:36is included in the price. Now you could take the top layer
0:34:36 > 0:34:39of the cruise lines and most of them include an awful lot,
0:34:39 > 0:34:43but generally, as a rule of thumb, the mass-market cruise lines
0:34:43 > 0:34:47include accommodation, they will include meals and entertainment,
0:34:47 > 0:34:50but mostly, everything on top of that is an extra.
0:34:52 > 0:34:55And that echoes what you've been telling us.
0:34:55 > 0:34:57We've heard from viewers who feel they've ended up paying out
0:34:57 > 0:34:59a lot more than expected.
0:34:59 > 0:35:04So we asked some of them to meet up on board our own mini cruise.
0:35:04 > 0:35:07Oh, I know it's the Manchester Ship Canal, not the Caribbean,
0:35:07 > 0:35:10but use your imagination!
0:35:10 > 0:35:13They're here to compare notes on the cruise costs
0:35:13 > 0:35:15they hadn't bargained for.
0:35:15 > 0:35:18When they put in money which you do not expect to pay,
0:35:18 > 0:35:19then you feel cheated.
0:35:19 > 0:35:23The excursions themselves are very expensive in relation to
0:35:23 > 0:35:26what you can purchase when you disembark the ship.
0:35:26 > 0:35:30We were very annoyed about the tipping policy.
0:35:30 > 0:35:33Nobody told us that you could actually opt out
0:35:33 > 0:35:35of the tipping policy.
0:35:35 > 0:35:37They clearly want a captive audience on the boat,
0:35:37 > 0:35:40if you're buying their alcohol at whatever price
0:35:40 > 0:35:41- they want to charge.- Yes.
0:35:43 > 0:35:47Dr Janardan Vyas and his wife, Purnima, booked their cruise online
0:35:47 > 0:35:51to celebrate his retirement as an orthopaedic surgeon.
0:35:51 > 0:35:55We thought, "Let's treat ourselves with a nice holiday,"
0:35:55 > 0:35:58the thing that we always wanted to do and never had time to do so.
0:36:00 > 0:36:04Their cruise cost over £5,000, and when they booked it,
0:36:04 > 0:36:08they assumed everything was included in the price.
0:36:08 > 0:36:12But the first unexpected charge came when they had to pay 50
0:36:12 > 0:36:15for the transfer from the airport to the dock.
0:36:15 > 0:36:18And from then on, the costs just kept stacking up.
0:36:19 > 0:36:24It was advertised as full board, all the meals and drinks included,
0:36:24 > 0:36:26and when we got there, we found out
0:36:26 > 0:36:30that it was the drinks were only meal times.
0:36:30 > 0:36:33Any other time, we had to pay for it.
0:36:33 > 0:36:35They didn't explain it properly.
0:36:35 > 0:36:38But when you are on holidays, you don't want to fight with people,
0:36:38 > 0:36:39you just want to enjoy.
0:36:40 > 0:36:44Janardan and Purnima did enjoy their trip.
0:36:44 > 0:36:46But they didn't enjoy paying the £170 bill
0:36:46 > 0:36:51with which they were presented at the end for extras such as Wi-Fi
0:36:51 > 0:36:53and the daily gratuity charge.
0:36:53 > 0:36:56The cruise liners should be more transparent.
0:36:56 > 0:37:00That's why we feel that we probably won't cruise again.
0:37:00 > 0:37:03I enjoyed the cruise itself. It was the fact that they...
0:37:03 > 0:37:06After his last cruise in July, 2013,
0:37:06 > 0:37:09Mark Wood is another disappointed passenger.
0:37:09 > 0:37:12My wife and I took some of those small tins
0:37:12 > 0:37:14of pre-mixed gin and tonic which we thought,
0:37:14 > 0:37:16"If the kids go to sleep, we can have a drink in the cabin."
0:37:16 > 0:37:19We checked in and then the cruise staff asked me
0:37:19 > 0:37:22if I'd brought any alcohol on board,
0:37:22 > 0:37:25I didn't think there'd be a problem so I said, "Yes, we've got these...
0:37:25 > 0:37:27"these cans of gin and tonic," and I showed them.
0:37:27 > 0:37:30And they said, "I'm sorry, you can't take those on board.
0:37:30 > 0:37:32"We're going to have to confiscate them."
0:37:33 > 0:37:35Mark was told this was company policy,
0:37:35 > 0:37:39but he wasn't given an explanation as to why.
0:37:39 > 0:37:43And as it wasn't a policy he'd been aware of before setting sail,
0:37:43 > 0:37:46once back home, he investigated further.
0:37:46 > 0:37:49Well, when I got back and I was annoyed with what had gone on,
0:37:49 > 0:37:52so I decided to try and find out what the terms and conditions were,
0:37:52 > 0:37:54so I went on the website.
0:37:54 > 0:37:56I have to say, it wasn't easy finding
0:37:56 > 0:37:57exactly what they were,
0:37:57 > 0:37:59and it turned out to be effectively 12 pages
0:37:59 > 0:38:03of the stuff, with a couple of lines on the alcohol policy.
0:38:03 > 0:38:05I mean, I actually work as a solicitor,
0:38:05 > 0:38:07and it wasn't straightforward.
0:38:09 > 0:38:10As far as Mark's concerned,
0:38:10 > 0:38:13the reason for the company's policy is obvious.
0:38:13 > 0:38:17What was clear when you got on was that they were quite happy
0:38:17 > 0:38:18to, obviously, serve you at the bar.
0:38:18 > 0:38:21They clearly wanted you to spend money at the bar
0:38:21 > 0:38:24and didn't want people bringing their own drink on board.
0:38:24 > 0:38:27In fact, a number of cruise ships ban passengers
0:38:27 > 0:38:30from bringing their own food and drink on board.
0:38:30 > 0:38:33And putting aside whether that is reasonable or not,
0:38:33 > 0:38:37what you've told us is you want to know the rules up front.
0:38:37 > 0:38:40So as our cruisers swap their sea stories,
0:38:40 > 0:38:43they're also comparing the small print in the brochures
0:38:43 > 0:38:46to see just how clearly some of these charges are explained.
0:38:46 > 0:38:48It talks about gratuities and service charges
0:38:48 > 0:38:50and it says they vary between different providers,
0:38:50 > 0:38:53because, obviously, this brochure deals with different cruise lines.
0:38:53 > 0:38:56So it doesn't actually say which provider deals with what.
0:38:56 > 0:39:00I can't find anything at all in this book regarding tipping.
0:39:00 > 0:39:02That should be included, shouldn't it?
0:39:02 > 0:39:05Look at this, the terms and conditions.
0:39:05 > 0:39:08Three pages. I can hardly read it, it's that small!
0:39:08 > 0:39:10I need to get my eyes tested!
0:39:11 > 0:39:15To try and sort the small print from the big prices,
0:39:15 > 0:39:18cruise journalist Jane Archer is on board to offer advice.
0:39:18 > 0:39:23Could you explain where the gratuities go to
0:39:23 > 0:39:25and who they go to?
0:39:25 > 0:39:29Yes, the gratuities go to all of the crew on the cruise ship.
0:39:29 > 0:39:32They take it from you at the end of each day and they add maybe,
0:39:32 > 0:39:36let's say, 12 or ten dollars to your account,
0:39:36 > 0:39:39and that money is then split between all of the crew, instead
0:39:39 > 0:39:44of you giving a tip to a waiter or maybe to the barman individually.
0:39:44 > 0:39:48So it means it's much fairer because then everybody gets something.
0:39:48 > 0:39:51What's the definition of full board?
0:39:51 > 0:39:54Full board means that you get all your meals,
0:39:54 > 0:39:59and all the cruise lines include all meals in the price of the cruise.
0:39:59 > 0:40:04Now, some of them also include drinks - and it might be drinks
0:40:04 > 0:40:07just at meal times, it might be drinks throughout the whole day.
0:40:07 > 0:40:09It varies enormously.
0:40:09 > 0:40:11When you are choosing a cruise,
0:40:11 > 0:40:14establish exactly what you want to start with.
0:40:14 > 0:40:17If you don't like the idea of getting off a ship with a big bill,
0:40:17 > 0:40:20you need to book one of the high-end cruise lines,
0:40:20 > 0:40:22which are more inclusive,
0:40:22 > 0:40:25but, of course, the initial price will be higher.
0:40:25 > 0:40:27If you don't want to pay that price, then go for one of the more
0:40:27 > 0:40:29mass-market cruise lines,
0:40:29 > 0:40:31but you will pay for additional things once you're on board.
0:40:34 > 0:40:37So if you want your trip to be plain sailing,
0:40:37 > 0:40:40make sure you've done your number crunching
0:40:40 > 0:40:43and read those terms and conditions before you book.
0:40:43 > 0:40:46But despite all of this, Jane, for one, is convinced that
0:40:46 > 0:40:49cruising is still a great holiday choice.
0:40:49 > 0:40:52A cruise is wonderful because you're on that ship
0:40:52 > 0:40:55and you wake up every day in a different destination.
0:40:55 > 0:40:58You haven't had to unpack and re-pack your suitcase.
0:40:58 > 0:41:02You get a full day to enjoy the place you're at.
0:41:02 > 0:41:04You've got some fantastic service.
0:41:04 > 0:41:08It really is one of the best value holidays that you can find.
0:41:08 > 0:41:11As for the guests on our own Manchester mini-cruise,
0:41:11 > 0:41:14by the time they're back on dry land, they've learnt enough
0:41:14 > 0:41:19to ensure that their next cruise won't be such a voyage of discovery.
0:41:19 > 0:41:22Well, I was quite surprised, having only been on a mini cruise,
0:41:22 > 0:41:25talking to some of the people who cruise regularly
0:41:25 > 0:41:28as to how many potential extras and hidden extras there can be.
0:41:28 > 0:41:30It would certainly put me off, to an extent,
0:41:30 > 0:41:32if I wasn't sure how much I was going to pay.
0:41:39 > 0:41:42Here at Rip Off Britain, we're always ready to investigate
0:41:42 > 0:41:46more of your stories, and not just about holidays.
0:41:46 > 0:41:50Confused over your bills or feel you're paying over the odds?
0:41:50 > 0:41:53I begrudge having to pay that kind of money out.
0:41:53 > 0:41:55Unsure what to do when you discover you've lost out
0:41:55 > 0:41:59and that so-called great deal has ended up costing you money?
0:41:59 > 0:42:01People are buying into this. I did, you know?
0:42:01 > 0:42:04And are they awkward with them as they were with me?
0:42:04 > 0:42:07You might have a cautionary tale of your own and want to share
0:42:07 > 0:42:11the mistakes you made with us, so others don't do the same.
0:42:11 > 0:42:14- I'm more wise now, but I was taken in.- Yeah.
0:42:14 > 0:42:16You can write to us at...
0:42:23 > 0:42:25Or send us an e-mail to...
0:42:29 > 0:42:33The Rip Off team is ready and waiting to investigate your stories.
0:42:37 > 0:42:40Well, I'm afraid that's almost where we have to leave it for today.
0:42:40 > 0:42:42But as you've heard throughout the programme, charges that,
0:42:42 > 0:42:46one way or another, you just weren't expecting can really add up.
0:42:46 > 0:42:49- And you know the one I'm most shocked about?- Which?
0:42:49 > 0:42:50The costs of those phone boxes.
0:42:50 > 0:42:53Who would have thought they would have actually cost so much?
0:42:53 > 0:42:55- I know!- Not me, anyway. So when it comes to things like that,
0:42:55 > 0:42:57it really is a case of buyer beware
0:42:57 > 0:43:00or you could very easily find yourself paying out a lot more
0:43:00 > 0:43:02than you bargained for.
0:43:02 > 0:43:04And, of course, there are always more money-saving tips
0:43:04 > 0:43:06on our website...
0:43:10 > 0:43:12But do keep sending us your examples
0:43:12 > 0:43:14of where perhaps you received an unexpected charge
0:43:14 > 0:43:17or one that you thought was totally unfair
0:43:17 > 0:43:19and we'll do our very best to feature it in a future programme.
0:43:19 > 0:43:22But for now, I'm afraid that's where we have to leave you for today.
0:43:22 > 0:43:25So we'll be back with you again very soon. And until then, from all of us,
0:43:25 > 0:43:28- bye-bye.- Bye.- Bye-bye and happy holidays, hopefully!