0:00:02 > 0:00:04We asked you who's left you feeling
0:00:04 > 0:00:06ripped off when it comes to your 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 holidays, you don't want to fight with people,
0:00:20 > 0:00:21you just want to enjoy it.
0:00:21 > 0:00:24So, whether it's a deliberate rip-off, a simple mistake
0:00:24 > 0:00:28or a catch in the small print, we'll find out why you're
0:00:28 > 0:00:31out of pocket and what you can do about it.
0:00:31 > 0:00:33Your stories. Your money.
0:00:33 > 0:00:35This is Rip-Off Britain.
0:00:37 > 0:00:41Hello. And in this case, literally a very warm welcome to
0:00:41 > 0:00:43Rip-Off Britain, where once again, we're getting
0:00:43 > 0:00:46a taste of winter sunshine in the Canary Islands.
0:00:46 > 0:00:49This time, we're going to be looking at more of the travel
0:00:49 > 0:00:51and holiday stories that you've asked us to investigate.
0:00:51 > 0:00:54And I'm afraid to say, it is a catalogue of disasters.
0:00:54 > 0:00:57But we'll be trying to get to the bottom of it all today!
0:00:57 > 0:00:59But sadly, those stories keep cropping up again
0:00:59 > 0:01:00and again, don't they?
0:01:00 > 0:01:03And do you know what makes it so bad in this case?
0:01:03 > 0:01:06In every one of the stories that we'll be hearing about,
0:01:06 > 0:01:09things went wrong not because of anything the holiday-makers did.
0:01:09 > 0:01:12At the root of every problem was something
0:01:12 > 0:01:14that someone else had got wrong.
0:01:14 > 0:01:17So as well as trying to unpick exactly what happened,
0:01:17 > 0:01:20we'll be seeing if our intervention can help get any of those
0:01:20 > 0:01:21situations resolved.
0:01:24 > 0:01:26Coming up... The holiday club where membership came with
0:01:26 > 0:01:28a clear-cut money back guarantee.
0:01:28 > 0:01:31So why have members not had it?
0:01:31 > 0:01:35I've done everything right. We've paid for it, we want it back.
0:01:35 > 0:01:39And why this man took his battle with one of the biggest
0:01:39 > 0:01:42names in travel to court...and won.
0:01:42 > 0:01:45This case wasn't about me any more. I was establishing a case
0:01:45 > 0:01:49which potentially would be of value to everybody.
0:01:52 > 0:01:56Five and a half million Brits holiday in America every year,
0:01:56 > 0:01:57and all most of them
0:01:57 > 0:02:01should have to do is fill in a simple online form before they fly.
0:02:01 > 0:02:03But when one family from Hertfordshire were getting
0:02:03 > 0:02:07ready to set off on their latest of many stateside trips last year,
0:02:07 > 0:02:10they found the doors very firmly closed.
0:02:10 > 0:02:14They were persona non grata, thanks to a simple mistake that took
0:02:14 > 0:02:16months to unravel.
0:02:18 > 0:02:2215-year-old Max Fell dreams of becoming a pilot one day.
0:02:22 > 0:02:26I'm really interested in aviation, and it's something I've been
0:02:26 > 0:02:30reading about and following in the news for a long time.
0:02:30 > 0:02:33Every year, the Fells go to Florida for their summer holiday.
0:02:33 > 0:02:35They've been going for the last ten years.
0:02:35 > 0:02:38And on the most recent trip they booked, there was
0:02:38 > 0:02:40going to be a special treat for Max.
0:02:40 > 0:02:44We were particularly looking forward to going on holiday this time
0:02:44 > 0:02:48because me were meant to be flying on a Boeing 787 Dreamliner,
0:02:48 > 0:02:51which would be an extra highlight for us.
0:02:51 > 0:02:55But the real thrills on the family's annual trips come
0:02:55 > 0:02:58when the plane lands in Florida itself.
0:02:59 > 0:03:01We really enjoy going to the theme parks,
0:03:01 > 0:03:04we like visiting the coast, we like eating out...
0:03:04 > 0:03:08It's a really varied holiday and something for all of us to do.
0:03:08 > 0:03:12For most Brits, travelling to the US is relatively hassle-free.
0:03:12 > 0:03:16If you hold a UK passport, you're entitled to a visa waiver,
0:03:16 > 0:03:19allowing you into America as a tourist for up to 90 days
0:03:19 > 0:03:21without needing to get a full visa.
0:03:23 > 0:03:26Instead, you apply for what's called the Electronic System
0:03:26 > 0:03:29for Travel Authorization, better known as an ESTA.
0:03:29 > 0:03:33It'll last for two years. But when Mark and Sally set about
0:03:33 > 0:03:35booking their latest trip, theirs had expired.
0:03:35 > 0:03:37So they needed new ones.
0:03:37 > 0:03:41We did our ESTA application online as normal.
0:03:41 > 0:03:43Approval didn't come back immediately,
0:03:43 > 0:03:45but that was nothing out of the ordinary.
0:03:45 > 0:03:48It's normally just a basic thing that we go through.
0:03:48 > 0:03:51But this time, the family was in for a shock.
0:03:51 > 0:03:53When they checked the next day,
0:03:53 > 0:03:57although Mark and Max's ESTAs had been approved, Sally's had not.
0:03:57 > 0:03:59And no explanation was given.
0:03:59 > 0:04:04At the time I felt really surprised, really shocked.
0:04:04 > 0:04:06I couldn't think why there was a problem.
0:04:06 > 0:04:09I wondered whether we'd made a mistake
0:04:09 > 0:04:11when we'd done our applications online.
0:04:11 > 0:04:13Unfortunately, there's no way of going back
0:04:13 > 0:04:16and checking the information that you've put in.
0:04:16 > 0:04:20Reasons why an ESTA may be declined include the following -
0:04:20 > 0:04:24previously working illegally in the US, suspected of being
0:04:24 > 0:04:28an intended immigrant or "suspected of being a terrorist."
0:04:28 > 0:04:32None of which applied to any of the Fell family.
0:04:32 > 0:04:35We definitely weren't terrorists, we had no criminal convictions,
0:04:35 > 0:04:39we couldn't think what the problem was and we were extremely worried.
0:04:41 > 0:04:44Mark and Sally contacted US Customs for an explanation.
0:04:44 > 0:04:47And it turned out the American authorities believed that on her
0:04:47 > 0:04:52last visit, Sally had stayed longer than the three months allowed.
0:04:52 > 0:04:56They had her departure date down as the 8th of November, 2012, rather
0:04:56 > 0:05:00than the actual date, which had been the 11th of August!
0:05:00 > 0:05:04But to Sally's dismay, raising the issue only resulted in Mark
0:05:04 > 0:05:07and Max's ESTAs now being rejected, too!
0:05:07 > 0:05:10And she couldn't convince anyone that there must have been a mistake.
0:05:12 > 0:05:15I tried to explain that to the gentleman on the phone.
0:05:15 > 0:05:18He refused to discuss the matter any further, saying
0:05:18 > 0:05:21we needed to get proof from UK Immigration that we had
0:05:21 > 0:05:26returned to the United Kingdom in August the previous year.
0:05:26 > 0:05:29With time fast running out before they were due to fly,
0:05:29 > 0:05:32the family frantically set about finding evidence to
0:05:32 > 0:05:37prove their previous visit to the States had only lasted two weeks.
0:05:37 > 0:05:41Having being recorded as overstaying in the United States would
0:05:41 > 0:05:45have serious consequences for all of our family for the future.
0:05:45 > 0:05:48Once this is on your records, it means that travel to the
0:05:48 > 0:05:50United States is prohibited.
0:05:50 > 0:05:55In a panic, Mark and Sally considered applying for a full visa,
0:05:55 > 0:05:59but found the process couldn't be completed in time for their holiday.
0:05:59 > 0:06:03They also contacted ABTA, the Association of British Travel Agents,
0:06:03 > 0:06:06who asked the tour operator the family had flown with last time
0:06:06 > 0:06:10to provide the necessary evidence to sort out the date mix-up.
0:06:11 > 0:06:14They said they were dealing with the matter, however they could not
0:06:14 > 0:06:19give us any details of who they'd spoken to in the United States.
0:06:20 > 0:06:22Eventually, the mystery was solved,
0:06:22 > 0:06:25but the family could hardly believe the explanation.
0:06:25 > 0:06:29They'd flown back last time from Sanford Airport in Orlando,
0:06:29 > 0:06:31where it emerged that the computer system,
0:06:31 > 0:06:34supplied by a British company, had recently been modified.
0:06:34 > 0:06:36And for a few days afterwards,
0:06:36 > 0:06:38it had been recording dates in the British format,
0:06:38 > 0:06:40whereas the Americans would write
0:06:40 > 0:06:42the day and the month the other way around,
0:06:42 > 0:06:46which is why the family's correct departure date of the 11th of August,
0:06:46 > 0:06:50ie - 11-8, had been interpreted as the 8th of November
0:06:50 > 0:06:52by the Americans.
0:06:52 > 0:06:55We found it quite unbelievable that just the month
0:06:55 > 0:06:58and the date being transferred could have such
0:06:58 > 0:07:01an impact on our future travel plans
0:07:01 > 0:07:03and that no-one was willing to
0:07:03 > 0:07:08correct what was such a basic error and something so easy to rectify.
0:07:08 > 0:07:11Finally, the family were given their ESTAs.
0:07:11 > 0:07:13But sad to say, it was too late.
0:07:13 > 0:07:15They'd already missed their departure date.
0:07:15 > 0:07:19And if that wasn't bad enough, their insurance company refused to
0:07:19 > 0:07:22cover them for the holiday they'd missed out on...because it doesn't
0:07:22 > 0:07:27include visa issues in its list of valid reasons for cancellation.
0:07:27 > 0:07:31We both work extremely hard, we save hard all year, we look forward
0:07:31 > 0:07:35to a holiday with our family. We felt absolutely desperate, we
0:07:35 > 0:07:39really don't know what else we could have done to prevent this happening.
0:07:39 > 0:07:43In total, the couple lost over £3,000 on flights
0:07:43 > 0:07:46and over £450 on accommodation.
0:07:46 > 0:07:49They'd also spent £40 on phone calls to America,
0:07:49 > 0:07:51trying to sort everything out,
0:07:51 > 0:07:55all because of a mistake that wasn't their fault at all.
0:07:55 > 0:07:58If simply our records could have been corrected,
0:07:58 > 0:08:01we could have travelled, we needn't have seen Max's disappointment,
0:08:01 > 0:08:04we needn't have lost our holiday, we needn't have lost all our money
0:08:04 > 0:08:06that we'd worked hard for all year.
0:08:06 > 0:08:10But when we contacted Thomson, who the family had been due to
0:08:10 > 0:08:12fly with, there was good news.
0:08:12 > 0:08:15The company told us that though its terms and conditions don't
0:08:15 > 0:08:17allow compensation to cover...
0:08:23 > 0:08:25..as a "gesture of good will",
0:08:25 > 0:08:28it has offered the family flights for their next trip to Florida,
0:08:28 > 0:08:31up to the value of their original purchase.
0:08:31 > 0:08:35We also got in touch with Orlando Sanford Airport, who confirmed
0:08:35 > 0:08:39that a "programming error," quickly fixed, had led to the mix-up.
0:08:39 > 0:08:42It says the Department of Homeland Security should have amended
0:08:42 > 0:08:45the flight data, but "apparently this was not the case".
0:08:45 > 0:08:49So the airport, too, have offered the family a goodwill gesture -
0:08:49 > 0:08:55complimentary use of the VIP Lounge next time they fly through Sanford.
0:08:55 > 0:08:57And though all that's very welcome,
0:08:57 > 0:09:00Max and Sally are still out of pocket
0:09:00 > 0:09:03as well as frustrated that a mistake not down to them
0:09:03 > 0:09:05took as long as it did to resolve.
0:09:05 > 0:09:09The situation was ridiculous because we hadn't done anything wrong.
0:09:09 > 0:09:12The fact we lost our holiday was avoidable,
0:09:12 > 0:09:14which in a way, makes the whole situation worse.
0:09:21 > 0:09:24Now, many of you visiting a resort like this may well in the past
0:09:24 > 0:09:25have been approached by someone
0:09:25 > 0:09:29offering you an exciting chance to win a free holiday.
0:09:29 > 0:09:32The only catch is - you'd have to listen to a presentation
0:09:32 > 0:09:36about an investment opportunity apparently just too good to miss.
0:09:36 > 0:09:40And for the people who signed up to one particular deal - based around
0:09:40 > 0:09:44what seemed a pretty clear-cut, money-back guarantee - it really did
0:09:44 > 0:09:47sound like they'd found something they'd be mad to turn down.
0:09:47 > 0:09:50But I'm afraid, ten years on, that key,
0:09:50 > 0:09:55central promise has in many cases spectacularly failed to come true.
0:09:56 > 0:10:00Philip and Lynn Clipson's trip to Lanzarote back in 2001
0:10:00 > 0:10:03had been their first foreign holiday for 30 years,
0:10:03 > 0:10:06and they'd arranged it for a very special reason.
0:10:06 > 0:10:10I wanted to arrange something for our 30th wedding anniversary,
0:10:10 > 0:10:13It was lovely to get on a plane again, after all that time.
0:10:13 > 0:10:15As soon as you land at the airport,
0:10:15 > 0:10:18the warmth when you come out the airport, wonderful.
0:10:18 > 0:10:21The rest of their holiday was wonderful as well.
0:10:21 > 0:10:24And towards the end, they were offered an intriguing proposal.
0:10:24 > 0:10:27We were walking in the local resort of Costa Teguise,
0:10:27 > 0:10:31where we were staying, and a guy approached in the street.
0:10:31 > 0:10:35And he said, "Would you be interested in a scratchcard here? You know,
0:10:35 > 0:10:38"it might be well worth your time."
0:10:38 > 0:10:41Obviously, we scratched the card and, "Oh, you've won!"
0:10:41 > 0:10:43Oh, surprise, surprise(!)
0:10:43 > 0:10:46"Well, if you want to claim your prize," he said,
0:10:46 > 0:10:50"you've got to go over to where our operation headquarters is.
0:10:50 > 0:10:52"There's no catch!"
0:10:53 > 0:10:56When they walked into the offices of the rep's employer -
0:10:56 > 0:10:57Club Select Holidays -
0:10:57 > 0:11:01they were told the prize was a week's free stay in a hotel.
0:11:01 > 0:11:04But before they could claim it, the company would like to tell them
0:11:04 > 0:11:08about a new opportunity to join their holiday club.
0:11:08 > 0:11:09It was quite exciting, really,
0:11:09 > 0:11:13because it seemed to offer good class quality
0:11:13 > 0:11:20accommodation on holiday, throughout the world and at discounted prices.
0:11:21 > 0:11:27All they had to do was pay a lump sum of £3,330 up-front,
0:11:27 > 0:11:30and an annual membership fee of £15.
0:11:30 > 0:11:31But best of all -
0:11:31 > 0:11:35they could get almost £4,000 cashback after ten years.
0:11:36 > 0:11:41We thought surely this can be too good to be true, really, surely.
0:11:41 > 0:11:45How can any holiday firm offer something like this?
0:11:45 > 0:11:48So, with a free week away, discounted holidays
0:11:48 > 0:11:50and a money-back guarantee,
0:11:50 > 0:11:54Philip and Lynn were persuaded it was virtually risk-free.
0:11:54 > 0:11:58The only concern at the back of my mind was, I said to myself,
0:11:58 > 0:12:03"Well, will this firm still exist in ten years' time?
0:12:03 > 0:12:05"Will it have disappeared off the face of the earth?"
0:12:05 > 0:12:07And that was my concern.
0:12:07 > 0:12:12Not wanting to fully commit on the spot, Philip and Lynn paid a £500
0:12:12 > 0:12:16deposit and took all the paperwork away to read when they got home.
0:12:18 > 0:12:20We checked everything out
0:12:20 > 0:12:23and thought, "Well, this company does exist - they're in the telephone
0:12:23 > 0:12:27"directory, they're online." We didn't think there'd be a problem.
0:12:27 > 0:12:32So, reassured, the couple signed up to Club Select's holiday club
0:12:32 > 0:12:37and paid the next instalment of the £3,300 membership fee.
0:12:37 > 0:12:41It was quite clear that, provided they diligently paid every
0:12:41 > 0:12:44one of their annual fees - in ten years' time, they'd be able
0:12:44 > 0:12:48to cash in their bond of guarantee and get their money back.
0:12:48 > 0:12:51And in the intervening years they could take as many discounted
0:12:51 > 0:12:54holidays as they could afford. Looking at all the choices,
0:12:54 > 0:12:58Philip and Lynn were sure that they'd made the right decision.
0:12:58 > 0:13:02"This looks great!" You know, we pored through them to see
0:13:02 > 0:13:03what was available.
0:13:03 > 0:13:06Their first trip with the club was to Gran Canaria, to take up
0:13:06 > 0:13:10the free hotel stay they'd won when they signed up.
0:13:10 > 0:13:13All we had to do was find the cost of the flights.
0:13:13 > 0:13:15It was a fantastic holiday.
0:13:15 > 0:13:20The accommodation that was on offer was wonderful, it was en-suite.
0:13:20 > 0:13:24We had a lovely view from our room. We couldn't have asked for more.
0:13:24 > 0:13:29But once they'd paid the final instalment of the £3,300 membership
0:13:29 > 0:13:33fee, they didn't always find booking future holidays straightforward,
0:13:33 > 0:13:36because the accommodation they were offered was only available
0:13:36 > 0:13:38on specific days.
0:13:38 > 0:13:42Unfortunately, when we started looking for flights,
0:13:42 > 0:13:44we found it was quite difficult.
0:13:44 > 0:13:47Very often, from a work point of view, it was difficult fitting
0:13:47 > 0:13:51in the times to fit in with the holidays that were available to us.
0:13:51 > 0:13:56So, Philip and Lynn didn't take any more Club Select holidays.
0:13:56 > 0:14:00But that didn't worry them because they knew that, in 2012,
0:14:00 > 0:14:03they'd be able to cash in their bond and get their membership money back.
0:14:03 > 0:14:07In the meantime, all they had to do was to remember to pay
0:14:07 > 0:14:09the £15 annual fee.
0:14:09 > 0:14:12But Philip has got a great eye for detail, and had carefully mapped out
0:14:12 > 0:14:14when each payment needed to happen.
0:14:14 > 0:14:18So, in January, 2012, with all the fees paid,
0:14:18 > 0:14:20he put in a claim for the £4,000
0:14:20 > 0:14:23that he and Lynn's bond stated they were entitled to.
0:14:23 > 0:14:28But when Club Select replied, it wasn't to sort out paying the cash.
0:14:28 > 0:14:30I read the letter and...
0:14:30 > 0:14:33there were excuses in there from the company saying, "Well, you haven't
0:14:33 > 0:14:37"fulfilled the terms of the bond, you haven't paid the membership fees.
0:14:37 > 0:14:42"If you can prove to us that you have, we will reconsider."
0:14:42 > 0:14:46Club Select claimed the Clipsons had not paid their £15
0:14:46 > 0:14:50annual membership in 2002 and 2006.
0:14:50 > 0:14:52But Philip had proof that he had.
0:14:52 > 0:14:58A bank statement from 2006 and a 2002 e-mail from Club Select
0:14:58 > 0:15:00confirmed that year's fee
0:15:00 > 0:15:03had been included in his initial bond payment.
0:15:03 > 0:15:07I thought, "Well, I've got the information that you require
0:15:07 > 0:15:10"regarding the so-called unpaid membership fees."
0:15:10 > 0:15:12But Club Select refused to accept Philip's proof.
0:15:12 > 0:15:16All they were willing to do was to make a lower offer -
0:15:16 > 0:15:19just half of the amount he was entitled to.
0:15:19 > 0:15:23I was angry, I know Lynn was very angry,
0:15:23 > 0:15:24and I said, "I'm not having this."
0:15:24 > 0:15:28And when Philip did a search online, he discovered he wasn't
0:15:28 > 0:15:32the only member of Club Select to have difficulty getting their money.
0:15:32 > 0:15:35I suddenly found other people
0:15:35 > 0:15:38who were having exactly the same problems
0:15:38 > 0:15:42and were asking advice - what could they do, where could they go to?
0:15:43 > 0:15:47Over the years, we've heard plenty of complaints about holiday clubs,
0:15:47 > 0:15:51and so has Jane Negus from the UK European Consumer Centre,
0:15:51 > 0:15:57who says in situations like this, they can offer free help and advice.
0:15:57 > 0:15:59Philip's story is familiar to us.
0:15:59 > 0:16:03We obviously get a lot of complaints about the holiday club business.
0:16:03 > 0:16:06We will actually take your paperwork, will look over it,
0:16:06 > 0:16:09will look over all the terms and conditions that were there.
0:16:09 > 0:16:13Then what we will do is we will actually ask our centre in that
0:16:13 > 0:16:17appropriate country to actually contact the business on your behalf.
0:16:17 > 0:16:18What they will do is, they'll see
0:16:18 > 0:16:22if they can mediate to try and get a resolution that will put
0:16:22 > 0:16:26you in the position you want to be, which is to have your money.
0:16:27 > 0:16:31We contacted Club Select Holidays, who are based in Lanzarote,
0:16:31 > 0:16:34to ask why Philip hasn't yet been paid the money he's due.
0:16:34 > 0:16:37So far, they haven't replied.
0:16:37 > 0:16:40But Philip and Lynn haven't given up hope that they may one day
0:16:40 > 0:16:42get their £4,000 back.
0:16:43 > 0:16:46I've done everything right.
0:16:46 > 0:16:47We're honest to people
0:16:47 > 0:16:50and hopefully they are honest with us back.
0:16:50 > 0:16:54We know business isn't always like that, but we do hope that people
0:16:54 > 0:16:59can treat us as proper people. We've paid for it, we want it back.
0:17:07 > 0:17:10Still to come on Rip-Off Britain...
0:17:10 > 0:17:12An ultimatum in the middle
0:17:12 > 0:17:14of the wilderness -
0:17:14 > 0:17:18"Hand over more cash...or your safari is over."
0:17:19 > 0:17:23I know there's lots of companies out there that are corrupt
0:17:23 > 0:17:27but somebody that was actually so personally involved with us,
0:17:27 > 0:17:29how she could lie to that extent.
0:17:34 > 0:17:37We took Rip-Off Britain out on the road.
0:17:37 > 0:17:39This time, to the West Midlands.
0:17:40 > 0:17:44This shopping centre is teeming! The stores are all packed,
0:17:44 > 0:17:46and so is our Pop Up Shop.
0:17:50 > 0:17:53Our travel experts were on hand to answer as many of your holiday
0:17:53 > 0:17:55problems as they could.
0:17:55 > 0:17:58And outside the shop, in our gripe corner,
0:17:58 > 0:17:59you came in your droves
0:17:59 > 0:18:03to tell us about the holiday horrors that annoy you the most.
0:18:05 > 0:18:09I find travel insurance a massive rip-off.
0:18:09 > 0:18:11I get really annoyed.
0:18:11 > 0:18:15My husband and I are over 65
0:18:15 > 0:18:17and because of that, we have
0:18:17 > 0:18:19to pay triple what of most people have to pay.
0:18:19 > 0:18:21We're a family of five.
0:18:21 > 0:18:24It's really difficult to get a hotel room
0:18:24 > 0:18:26to fit the five of us in, so we have to get ripped off
0:18:26 > 0:18:29and pay the price for two rooms.
0:18:29 > 0:18:31Back inside, Joyce Davies
0:18:31 > 0:18:35and Rob Lovell came to see Simon Calder after realising too
0:18:35 > 0:18:39late that the website they'd used to sort out the visas they needed
0:18:39 > 0:18:43to visit Turkey wasn't the best place for them to have done that.
0:18:43 > 0:18:45We thought, "Oh, this doesn't sound right."
0:18:45 > 0:18:48We phoned up, cancelled them. But unfortunately,
0:18:48 > 0:18:49we can't hear back from the company -
0:18:49 > 0:18:53they just won't reply to any e-mails that we've sent.
0:18:53 > 0:18:57- Had you paid money?- Yeah. - Paid by a credit card.
0:18:57 > 0:19:02- How much?- £313.
0:19:02 > 0:19:03For how many visas?
0:19:03 > 0:19:05- Eight.- For eight visas. - For eight visas!
0:19:05 > 0:19:07- That's nearly £40 each.- Yeah.
0:19:07 > 0:19:11'It used to be that you could get a Turkish visa at the airport,
0:19:11 > 0:19:12'but all of that has changed.'
0:19:12 > 0:19:15Right. I'm so sorry, here's what's happened.
0:19:15 > 0:19:19As you know, the Turkish government decided, "We're not going to do
0:19:19 > 0:19:22"the jolly old stamp your passport, go and stand over there"
0:19:22 > 0:19:24when you've got off your plane.
0:19:24 > 0:19:27"We'll charge you £10, put the stamp in, off you go."
0:19:27 > 0:19:28Oh, no!
0:19:28 > 0:19:32"We are going to bring a new Turkish visa that you get electronically."
0:19:32 > 0:19:35Funny enough, as they say,
0:19:35 > 0:19:37here's one I prepared earlier
0:19:37 > 0:19:40because I really thought this story would come up.
0:19:40 > 0:19:43That's a genuine electronic visa.
0:19:43 > 0:19:46Genuine e-visas are best bought through the official Turkish
0:19:46 > 0:19:49government website. But as Joyce and Rob have discovered,
0:19:49 > 0:19:51there are plenty of sites
0:19:51 > 0:19:54hoping that you'll unwittingly pay extra to get one through them.
0:19:54 > 0:19:57There are companies out there that think,
0:19:57 > 0:20:01"We know how to make a fast buck. What we will do is set up a site
0:20:01 > 0:20:04"and pay the search engine to be at the top of the listing."
0:20:04 > 0:20:06And they will charge you, now let me think...
0:20:06 > 0:20:09They're charging about three, three and a half times the price.
0:20:09 > 0:20:11The only thing to do, I think,
0:20:11 > 0:20:14is - first of all, put it down to experience -
0:20:14 > 0:20:17secondly, have you get any visas through yet?
0:20:17 > 0:20:19- No.- We've ended up with one.
0:20:19 > 0:20:20We haven't printed it.
0:20:20 > 0:20:24- Right, OK.- One has arrived, but none of the others have.- Look.
0:20:24 > 0:20:27I don't know whether you are going to get any more of the visas
0:20:27 > 0:20:30through, but most certainly, for all the people who
0:20:30 > 0:20:33haven't yet got them, I would be going online
0:20:33 > 0:20:36spending ten minutes putting all the same information in again,
0:20:36 > 0:20:38paying 20 per person,
0:20:38 > 0:20:41so about £12 or £13, and then you'll get this.
0:20:45 > 0:20:47Now, when you've handed over your money for something,
0:20:47 > 0:20:51you expect you're going to get it. And that's especially true
0:20:51 > 0:20:53if you've forked out thousands of pounds for a holiday.
0:20:53 > 0:20:56But here's a really dreadful case of how one couple's trip
0:20:56 > 0:20:58unravelled in pretty dramatic fashion.
0:20:58 > 0:21:01And by the time they discovered the truth about the company
0:21:01 > 0:21:04they'd booked with, it was not only way too late,
0:21:04 > 0:21:07but they were miles from anywhere - out in the middle of the wilderness.
0:21:10 > 0:21:13The combination of breathtaking scenery and the excitement
0:21:13 > 0:21:17of spotting some of the rarest animals in the world is why Mike
0:21:17 > 0:21:21and Victoria Lombard have always enjoyed safaris when they go away.
0:21:21 > 0:21:24Safaris, for me, are just the ultimate holiday.
0:21:24 > 0:21:29It lets the stress of life go. And the best part is just to go
0:21:29 > 0:21:33and sit quietly and then you just see the whole place around you
0:21:33 > 0:21:35comes to life.
0:21:37 > 0:21:40But the couple wanted their next safari, to Kenya,
0:21:40 > 0:21:43to be really different, something tailor-made just for them.
0:21:43 > 0:21:47After searching online, Victoria came across a company called
0:21:47 > 0:21:51Holiday To Africa, co-run by a woman called Sharyn Grainger.
0:21:51 > 0:21:54It seemed to offer exactly the bespoke kind of holiday
0:21:54 > 0:21:56the couple were after.
0:21:56 > 0:22:00A fantastic website, you know, beautiful...beautiful layout -
0:22:00 > 0:22:04beautiful pictures, beautiful stories, testimonials all there.
0:22:04 > 0:22:07Everything looked absolutely perfect.
0:22:10 > 0:22:13Holiday to Africa also boasted of being a member
0:22:13 > 0:22:17of the Travel Trust Association, which gives 100% financial cover
0:22:17 > 0:22:20so that consumers are protected if the travel company goes bust.
0:22:20 > 0:22:23And Mike and Victoria were impressed by the personal service
0:22:23 > 0:22:26that Sharyn Grainger provided.
0:22:26 > 0:22:29She was almost like a friend by that stage.
0:22:29 > 0:22:33We trusted her that it was all going to be OK, amazing.
0:22:34 > 0:22:37So Mike and Victoria went ahead and booked their trip
0:22:37 > 0:22:41with Holiday To Africa, paying nearly 6,000 US dollars
0:22:41 > 0:22:42by direct bank transfer.
0:22:44 > 0:22:47We work exceptionally hard and that's what we deserved and...
0:22:47 > 0:22:51well I'd been certainly looking forward to it for the six months
0:22:51 > 0:22:55that it took to plan it. So by that stage,
0:22:55 > 0:22:59you're just dying to go and enjoy the whole experience.
0:23:01 > 0:23:03When they finally set off in October,
0:23:03 > 0:23:07it seemed that was exactly what was going to happen.
0:23:07 > 0:23:12So, we arrived in Nairobi and we went to a lovely hotel.
0:23:12 > 0:23:15And then we were picked up by the driver in the morning -
0:23:15 > 0:23:17lovely guy, he was so nice.
0:23:17 > 0:23:20He drove us to the first National Park,
0:23:20 > 0:23:22which was called Samburu.
0:23:22 > 0:23:25I saw the leopard, which was one of my goals,
0:23:25 > 0:23:26It was absolutely stunning.
0:23:26 > 0:23:30So that was a really amazing experience.
0:23:32 > 0:23:35But five days into their seven-night trip, their driver
0:23:35 > 0:23:38and tour guide delivered some bad news.
0:23:38 > 0:23:41He told them that the Kenyan tour operator he worked for -
0:23:41 > 0:23:44a business called Dallago Tours and Safaris Limited -
0:23:44 > 0:23:47hadn't been paid by Sharyn at Holiday To Africa.
0:23:47 > 0:23:51As a result, unless Mike and Victoria could pay up there
0:23:51 > 0:23:54and then, they would be immediately driven back to Nairobi.
0:23:54 > 0:23:57Mike agreed to speak to their driver's boss.
0:23:57 > 0:24:02I had that sinking feeling because it's not often the boss wants
0:24:02 > 0:24:05to speak with you unless there's usually a problem.
0:24:05 > 0:24:08So I got on the telephone to him and he said to me,
0:24:08 > 0:24:12"Look, I can't take you any further on your tour."
0:24:12 > 0:24:15And I said, "Why?"
0:24:15 > 0:24:17And he said, "Well, I haven't been paid."
0:24:17 > 0:24:20- I felt so sick. - Oh, yeah, you just feel...
0:24:20 > 0:24:22- And I tried so hard not to cry.- Yep.
0:24:22 > 0:24:24But it was just devastating.
0:24:26 > 0:24:30Their driver said they could stay in the bush one more night,
0:24:30 > 0:24:34but only on condition that they handed over 650.
0:24:36 > 0:24:38We were in the middle of Kenya,
0:24:38 > 0:24:40and he said, "Well, you're not going
0:24:40 > 0:24:42"any further until you pay us the money."
0:24:42 > 0:24:43We didn't really know him,
0:24:43 > 0:24:46and we had to hand that money over to him.
0:24:46 > 0:24:50We're in a vehicle with him and we'd just given him all that cash.
0:24:50 > 0:24:54The couple got on the phone to Sharyn at Holiday To Africa
0:24:54 > 0:24:56to find out what was going on.
0:24:56 > 0:25:00She reassured them that everything would be fine and that the money
0:25:00 > 0:25:04would be paid to the tour operator within a few hours.
0:25:04 > 0:25:07Sharyn just kept saying that there had been an error on her bank
0:25:07 > 0:25:11account and she was waiting for some funds from America.
0:25:11 > 0:25:16But come the morning, there was still no sign of the payment.
0:25:16 > 0:25:18Unnerved by what was going on,
0:25:18 > 0:25:21Mike and Victoria were driven back to Nairobi to meet the boss
0:25:21 > 0:25:24of Dallago Tours to try and sort things out.
0:25:25 > 0:25:27So we were trying to remain calm.
0:25:27 > 0:25:30Dallago Tours is run from...
0:25:30 > 0:25:34- a house in...- A suburb. - ..in a suburb.
0:25:34 > 0:25:36So we start getting into this gated community,
0:25:36 > 0:25:40where there's all barbed wire, there's security guys on the gates.
0:25:40 > 0:25:43And all of a sudden, we turn off.
0:25:43 > 0:25:45You know, there's a security guy there.
0:25:45 > 0:25:47- He's got a gun.- He's got a gun.
0:25:47 > 0:25:49He's got an automatic weapon on his shoulder,
0:25:49 > 0:25:52- so now we're going to this house. - And we drive into a private house!
0:25:52 > 0:25:56- At that point, I was just terrified.- Yeah.
0:25:56 > 0:26:00When they met Nick Kariuki, the director of Dallago Tours,
0:26:00 > 0:26:04all the couple could do was explain that none of this was their fault.
0:26:04 > 0:26:06They had paid Sharyn at Holiday To Africa,
0:26:06 > 0:26:09but it seemed she hadn't passed that money on.
0:26:09 > 0:26:11Yeah, he said, "Come here, sit down."
0:26:11 > 0:26:14And he sat down in his office. He's on the other side of the desk,
0:26:14 > 0:26:17- going, "You know, I haven't been paid."- He wanted his money!
0:26:17 > 0:26:21But also at the same time, he was pretty insistent that he was
0:26:21 > 0:26:25going to get his money, and that was what was going to happen.
0:26:25 > 0:26:30The couple simply couldn't afford to pay for their holiday a second time.
0:26:30 > 0:26:33And with no sign that Sharyn was going to pass on the money they'd
0:26:33 > 0:26:36already paid, they felt they had no choice but to cut their holiday
0:26:36 > 0:26:41short and spend over £200 on changing their flights home.
0:26:41 > 0:26:43But as soon as they landed in the UK,
0:26:43 > 0:26:47they were determined to get answers from Sharyn at Holiday To Africa.
0:26:47 > 0:26:51We arrive back at Heathrow and we decide, "Well, we might as well
0:26:51 > 0:26:55"just go to these offices and then confront Sharyn
0:26:55 > 0:26:57"and find out, you know, what's going on."
0:26:57 > 0:27:01So we jump in the car and we drive over to Maidstone. And of course,
0:27:01 > 0:27:06we can find the road but not the house number...
0:27:06 > 0:27:09Nothing quite...
0:27:09 > 0:27:10Added up.
0:27:10 > 0:27:15And we've been knocking on lots of doors because it's sort of half an
0:27:15 > 0:27:18address. And the last one, we were just about to give up,
0:27:18 > 0:27:20and Mike said, "Oh, you go to this one."
0:27:20 > 0:27:21So I went to the door
0:27:21 > 0:27:25to knock on the door and this man answered the door.
0:27:25 > 0:27:29And he started talking to me in either a Zimbabwean or South African
0:27:29 > 0:27:33accent. And I thought to myself, "I've spoken to this person before."
0:27:35 > 0:27:37Victoria was right.
0:27:37 > 0:27:39The man was John Nell,
0:27:39 > 0:27:41who was Sharyn's co-director at Holiday To Africa.
0:27:41 > 0:27:45Mike and Victoria demanded not only an explanation,
0:27:45 > 0:27:47but compensation for what they'd been through.
0:27:47 > 0:27:51And although at the time, John did suggest they would get a refund,
0:27:51 > 0:27:53they heard nothing further from the company,
0:27:53 > 0:27:55and didn't receive a penny.
0:27:55 > 0:27:58They hoped that the fact that the Travel Trust Association's
0:27:58 > 0:28:02logo was on the Holiday To Africa website might throw them a lifeline.
0:28:04 > 0:28:08Unfortunately, it turned out that wasn't the case
0:28:08 > 0:28:12and actually the logo had been used sort of incorrectly.
0:28:12 > 0:28:16And we phoned the Travel Trust and they said that she had applied
0:28:16 > 0:28:20for membership but never actually taken it on.
0:28:20 > 0:28:23The Travel Trust Association confirmed to us
0:28:23 > 0:28:27that Holiday To Africa had no authority to use the TTA logo,
0:28:27 > 0:28:30and doing so was "misleading and fraudulent".
0:28:30 > 0:28:34And because Holiday To Africa had never genuinely been a member,
0:28:34 > 0:28:38there is no financial protection available to Victoria and Mike.
0:28:38 > 0:28:41Holiday To Africa has now been dissolved.
0:28:41 > 0:28:44And despite the couple pursuing the company through a debt collection
0:28:44 > 0:28:48agency, they have not been able to get any of their money back.
0:28:48 > 0:28:52We were starting to realise that, you know, we'd been...
0:28:52 > 0:28:54We're going to lose everything here.
0:28:54 > 0:28:56We hadn't paid on a credit card,
0:28:56 > 0:29:02we had no travel insurance in terms of protecting us for our holiday.
0:29:02 > 0:29:06So we gradually started to realise that we'd lost everything.
0:29:06 > 0:29:08It's a reality, a harsh reality.
0:29:10 > 0:29:13We contacted Sharyn Grainger and John Nell from Holiday To Africa
0:29:13 > 0:29:17to see if they could give us an explanation for what had happened.
0:29:17 > 0:29:19But as yet, we haven't heard from them.
0:29:21 > 0:29:25Meanwhile the safari company - Dallago Tours - told us it's
0:29:25 > 0:29:31"still owed 3,020" despite the "never ending promises from Sharyn".
0:29:31 > 0:29:33And it's their dealings with Sharyn Grainger that,
0:29:33 > 0:29:36as well as their financial losses, have left the deepest
0:29:36 > 0:29:39impression on Victoria and Mike.
0:29:39 > 0:29:43I know there's lots of companies out there that are corrupt
0:29:43 > 0:29:45and, you know, nasty, horrible people.
0:29:45 > 0:29:49But somebody that was actually so personally involved with us,
0:29:49 > 0:29:51how she could lie to that extent...
0:29:59 > 0:30:03Our travel expert Simon Calder has flown, sailed, driven
0:30:03 > 0:30:07and indeed cycled to thousands of destinations all over the world.
0:30:07 > 0:30:11So we asked him to let us in on some of his top secrets,
0:30:11 > 0:30:13this time - Amsterdam.
0:30:15 > 0:30:19The Dutch capital is all about canals, culture and cafes.
0:30:19 > 0:30:21And it's fantastically easy to get around
0:30:21 > 0:30:23thanks to a busy network of trams.
0:30:23 > 0:30:27So Simon has a great tip on how to keep those travel costs down.
0:30:29 > 0:30:34My tip for a weekend stay is to buy the 12 euro,
0:30:34 > 0:30:3748-hour unlimited travel ticket.
0:30:37 > 0:30:40Savings begin after just four journeys.
0:30:42 > 0:30:44Amsterdam has some of Europe's finest museums -
0:30:44 > 0:30:48the Rijksmuseum, the Van Gogh and Anne Frank House.
0:30:48 > 0:30:52But beware, it may take some time to get through their doors.
0:30:52 > 0:30:55The queues are notorious -
0:30:55 > 0:30:56there's even a picture of one
0:30:56 > 0:31:01going right around the block on one museum's website!
0:31:01 > 0:31:04You can jump the queue by booking tickets in advance through
0:31:04 > 0:31:07the official museum websites.
0:31:07 > 0:31:10But you may need to specify a precise entry time.
0:31:10 > 0:31:14But when you're searching online for tickets in advance,
0:31:14 > 0:31:19beware of scam sites, they might promise discount admission,
0:31:19 > 0:31:24but then end up charging you full price, and adding a surcharge.
0:31:24 > 0:31:26Hurry up!
0:31:29 > 0:31:33For a fabulous little river trip, take the ferry that shuttles
0:31:33 > 0:31:34across the IJ River,
0:31:34 > 0:31:39from the dock behind Amsterdam Centraal station. It runs all
0:31:39 > 0:31:42day, every day, and it's free, giving you a fresh perspective
0:31:42 > 0:31:46on the city's skyline and some photos from a different angle.
0:31:49 > 0:31:53Finally, there's one way to see Amsterdam that Simon would
0:31:53 > 0:31:55always recommend.
0:31:55 > 0:32:00I cycle everywhere, but in Amsterdam, it's especially easy because
0:32:00 > 0:32:05everything is geared up for cycling and the city is as flat as pancake.
0:32:05 > 0:32:10And besides providing an excellent way to appreciate this fine city,
0:32:10 > 0:32:14cycling is also very good value, with bike hire
0:32:14 > 0:32:17starting at under ten euros a day, try it!
0:32:24 > 0:32:26I guess that in all areas of life,
0:32:26 > 0:32:28the best-laid plans can come unstuck.
0:32:28 > 0:32:30And that's no different with your holiday.
0:32:30 > 0:32:33No matter how carefully you may have arranged
0:32:33 > 0:32:36and planned everything, something just might happen that means
0:32:36 > 0:32:41you have to change, perhaps even cancel all of your arrangements.
0:32:43 > 0:32:47Buy something from a shop and if you change your mind -
0:32:47 > 0:32:49depending on their returns policy -
0:32:49 > 0:32:51they may take it back and give a refund.
0:32:51 > 0:32:54But that simply doesn't apply to products that are
0:32:54 > 0:32:58personalised or customer specific, including holidays,
0:32:58 > 0:33:01which means you're at the mercy
0:33:01 > 0:33:03of each company's terms and conditions.
0:33:04 > 0:33:08As Jean and Win Carnall from Wimbledon discovered
0:33:08 > 0:33:10when they tried cancelling a booking that they'd made
0:33:10 > 0:33:14so they could go to the Commonwealth Games in Glasgow.
0:33:14 > 0:33:18We spend a lot of time since we've retired watching sport.
0:33:18 > 0:33:21We went a lot to the Olympic Games, and the Paralympics,
0:33:21 > 0:33:25and thought it would be great to be up in Glasgow.
0:33:25 > 0:33:29They were delighted to find a room in Glasgow's easyHotel -
0:33:29 > 0:33:33part of the easyGroup, most famous for easyJet.
0:33:33 > 0:33:37But a month before their reservation, Jean and Win got
0:33:37 > 0:33:40a phone call from relatives in Glasgow with a better offer -
0:33:40 > 0:33:43a place for them to stay during the games...for nothing!
0:33:43 > 0:33:46So, Jean and Win followed the advice on easyHotel's
0:33:46 > 0:33:51website on cancelling the room, paying a £10 fee.
0:33:51 > 0:33:53I did it straightaway, it was one click.
0:33:53 > 0:33:56The website's very straightforward.
0:33:57 > 0:34:00The cancellation process appeared to be as EASY
0:34:00 > 0:34:02as the company name suggested.
0:34:02 > 0:34:06So, satisfied that the refund would soon appear in their bank account,
0:34:06 > 0:34:09the couple thought nothing more about it...
0:34:09 > 0:34:12until that is, they were about to leave for Glasgow.
0:34:12 > 0:34:19I suddenly thought, "I don't remember seeing our refund."
0:34:19 > 0:34:22And so I asked Win to check,
0:34:22 > 0:34:25and there was no sign of the money.
0:34:27 > 0:34:30Puzzled as to why their refund hadn't arrived,
0:34:30 > 0:34:33Jean looked more closely at easyHotel's terms and conditions.
0:34:33 > 0:34:37And while these stated that the refund would be made to her
0:34:37 > 0:34:42ACCOUNT, they didn't explain exactly which account that meant.
0:34:42 > 0:34:47I realised that my account meant my account with them.
0:34:48 > 0:34:50In order to book the hotel room online,
0:34:50 > 0:34:54Jean and Win had created an easyHotel account.
0:34:54 > 0:34:57And it was THIS account, not their bank account,
0:34:57 > 0:34:59to which their refund had been sent.
0:34:59 > 0:35:03Now, that meant the £228 they were due could only be
0:35:03 > 0:35:07redeemed against future bookings with easyHotel - and only within
0:35:07 > 0:35:1212 months - which Jean didn't really consider a true refund at all.
0:35:12 > 0:35:16I thought it was outrageous.
0:35:16 > 0:35:20I couldn't see how in the world they could have tied up their terms
0:35:20 > 0:35:22and conditions that they could keep my money.
0:35:22 > 0:35:26When we checked the same small print as Jean and Win,
0:35:26 > 0:35:30it said refunds would be made to "your account,"
0:35:30 > 0:35:34so we could see why the couple thought it was unclear.
0:35:34 > 0:35:37And it seems that easyHotel thought the same,
0:35:37 > 0:35:39because since we filmed this case,
0:35:39 > 0:35:41the small print has been changed,
0:35:41 > 0:35:43and it now says money will be credited
0:35:43 > 0:35:46"to your easyHotel Account".
0:35:48 > 0:35:51EasyHotel told us its terms and conditions
0:35:51 > 0:35:55"are under constant review" and it's "sorry if there was any confusion".
0:35:55 > 0:35:59As a "gesture of goodwill", it's offered the couple
0:35:59 > 0:36:03an "additional night for free" on top of their next booking.
0:36:06 > 0:36:08And though Jean and Win appreciate the gesture,
0:36:08 > 0:36:12they'd much rather have had their refund in cash, thank you very much.
0:36:12 > 0:36:14But when it comes to feeling they've been short changed
0:36:14 > 0:36:19by a cancellation policy, they're in good company.
0:36:19 > 0:36:22Bruce Crawcour from Shropshire had quite a battle with
0:36:22 > 0:36:26one of the biggest names in travel after he had no choice but to cancel
0:36:26 > 0:36:30his holiday just six days before he and his wife were due to depart.
0:36:30 > 0:36:34We booked through Thomson's and we booked to fly with them,
0:36:34 > 0:36:35their own airline,
0:36:35 > 0:36:37and going to Majorca.
0:36:37 > 0:36:39In addition to the holiday,
0:36:39 > 0:36:44I had booked to have a private taxi transfer from the Palma
0:36:44 > 0:36:48airport to the hotel and return, to make life a bit easier for us.
0:36:50 > 0:36:53The whole cost, including the taxi transfer,
0:36:53 > 0:36:55was £2,256,
0:36:55 > 0:37:00of which £152 was for the taxi transfer.
0:37:00 > 0:37:02But in between the time of booking and departure,
0:37:02 > 0:37:05Bruce's wife, Kay, was admitted to hospital.
0:37:05 > 0:37:10We saw a GP. He confirmed that she was not fit to travel
0:37:10 > 0:37:15and I telephoned Thomson customer services to cancel the holiday.
0:37:15 > 0:37:19I had expected that I would have to pay the base cost of the holiday
0:37:19 > 0:37:22because I cancelled within the final 14-days period.
0:37:24 > 0:37:27But although reluctantly reconciled to losing most of his money,
0:37:27 > 0:37:31there was at least one cost that Bruce expected back in full.
0:37:31 > 0:37:35I did ask them specifically if they would cancel the taxi, because
0:37:35 > 0:37:39that was an add-on and it did seem to me to be easy for them to do it.
0:37:39 > 0:37:43When I cancelled the holiday, Thomson made absolutely clear
0:37:43 > 0:37:45that from their point of view, they were keeping all the money
0:37:45 > 0:37:49that had been paid and they weren't prepared to reach any compromise.
0:37:49 > 0:37:54Taken aback by Thomson's stance, Bruce did some digging.
0:37:54 > 0:37:57He discovered that the refusal to refund him
0:37:57 > 0:38:01any of his holiday was because the company could argue
0:38:01 > 0:38:05they were unable to resell any part of it at such short notice.
0:38:05 > 0:38:08So he decided to put it to the test.
0:38:08 > 0:38:10I actually went onto Thomson's own website
0:38:10 > 0:38:13and, through their own availability services,
0:38:13 > 0:38:16I checked to see whether the flights were available or not.
0:38:16 > 0:38:20I found within 24 hours, the flights had disappeared from availability,
0:38:20 > 0:38:23so they'd obviously resold them. I found within four days,
0:38:23 > 0:38:26the room type at the hotel had disappeared from availability,
0:38:26 > 0:38:29so they'd either resold that or they'd handed it back to the hotel.
0:38:29 > 0:38:35Package holiday regulations state that cancellation fees should not
0:38:35 > 0:38:36be set at a higher level than
0:38:36 > 0:38:38the actual losses a company has incurred.
0:38:38 > 0:38:42And Bruce believes that as Thomson had managed to
0:38:42 > 0:38:43re-sell his holiday,
0:38:43 > 0:38:46they hadn't actually lost anything.
0:38:46 > 0:38:50I then contacted the managing director of TUI.
0:38:50 > 0:38:52TUI are the company that own Thomson
0:38:52 > 0:38:55and a number of the other major holiday brands. And...
0:38:56 > 0:39:00I said to him that I believed that he'd made no loss on my holiday.
0:39:00 > 0:39:04They said that they thought their terms were clear,
0:39:04 > 0:39:07to which I said, "They may be clear, that does not stop them
0:39:07 > 0:39:10"being unfair under the terms of the regulations."
0:39:12 > 0:39:17So Bruce challenged TUI's argument by taking the company to court.
0:39:17 > 0:39:20Throughout this process, I decided that I was going to act
0:39:20 > 0:39:24for myself in it. When we actually got to the court hearing itself,
0:39:24 > 0:39:27initially I was slightly nervous because it's the first time
0:39:27 > 0:39:28I'd ever done anything like that,
0:39:28 > 0:39:31but, you know, if you know your facts,
0:39:31 > 0:39:35you soon become more confident when you're presenting to the court.
0:39:35 > 0:39:38And Bruce's tenacity paid off.
0:39:38 > 0:39:42The judge agreed that as TUI had resold his holiday,
0:39:42 > 0:39:45it didn't suffer any financial loss
0:39:45 > 0:39:49and instructed the company to refund the full cost of the holiday
0:39:49 > 0:39:51and pay all the costs.
0:39:51 > 0:39:54I was pleased because, actually, I thought it was quite
0:39:54 > 0:39:55a significant achievement.
0:39:55 > 0:39:58By this point, Bruce's travel insurance had already paid out
0:39:58 > 0:40:00for the cost of the holiday.
0:40:00 > 0:40:04But he'd continued with the court case as a matter of principle.
0:40:04 > 0:40:07And when he won, he gave the insurers their money back.
0:40:09 > 0:40:12Sadly, throughout all this, the health of Bruce's wife, Kay,
0:40:12 > 0:40:16had continued to deteriorate, and she died three months later.
0:40:16 > 0:40:20My wife supported what I was doing in the case throughout,
0:40:20 > 0:40:25because she, like I, thought that the way the holiday companies
0:40:25 > 0:40:27were acting was very unjust.
0:40:29 > 0:40:33The industry has been quick to stress this case does NOT set
0:40:33 > 0:40:35a precedent.
0:40:35 > 0:40:38And when we spoke to Thomson, it told us that whilst it understood
0:40:38 > 0:40:42the "difficult circumstances" around Bruce's cancellation,
0:40:42 > 0:40:47it was "surprised and disappointed by the outcome of the case."
0:40:47 > 0:40:49The company went on to say that it
0:40:49 > 0:40:52"regularly reviews its cancellation policy"
0:40:52 > 0:40:54so that it can take into account
0:40:54 > 0:40:58the "reasonable estimate of the loss" that it will suffer.
0:41:01 > 0:41:05But Bruce hopes his victory may encourage others to take
0:41:05 > 0:41:06a similar stand.
0:41:06 > 0:41:08This case wasn't about me any more.
0:41:08 > 0:41:12But what I knew I was doing was I was establishing a case
0:41:12 > 0:41:13which potentially
0:41:13 > 0:41:16would be of value to everybody
0:41:16 > 0:41:18who booked package holidays in the future.
0:41:27 > 0:41:30Here at Rip-Off Britain, we're always ready to investigate
0:41:30 > 0:41:33more of your stories, and not just about holidays.
0:41:33 > 0:41:35Are you confused over your bills
0:41:35 > 0:41:38or do you feel that you're paying over the odds?
0:41:38 > 0:41:41I begrudge having to pay that kind of money out.
0:41:41 > 0:41:44Unsure what to do when you discover you've lost out
0:41:44 > 0:41:47and that great deal has ended up costing you money?
0:41:47 > 0:41:49If people are buying into this, I did, you know.
0:41:49 > 0:41:52And are they going to be as awkward with them as they were with me?
0:41:52 > 0:41:55You might have a cautionary tale of your own and want to share
0:41:55 > 0:41:59the mistakes you made with us so that other people don't do the same.
0:41:59 > 0:42:02- I'm more wise now, but I was taken in.- Yeah.
0:42:02 > 0:42:03You can write to us at...
0:42:12 > 0:42:14Or send us an e-mail to...
0:42:18 > 0:42:22The Rip-Off team is ready and waiting to investigate your stories.
0:42:26 > 0:42:28Well, a huge thanks to everyone who's shared their story
0:42:28 > 0:42:32with us today. And of course, that's what this programme is all about.
0:42:32 > 0:42:35Now, some of those cases are a real reminder that however much
0:42:35 > 0:42:39effort you put into the planning of your holiday, things can and do go
0:42:39 > 0:42:44wrong - usually because of factors completely outside your control.
0:42:44 > 0:42:46And that's when you get a pretty good idea of the level
0:42:46 > 0:42:49of customer service that some companies can offer.
0:42:49 > 0:42:52And I have to say that in some of the stories that we've seen today,
0:42:52 > 0:42:56some of those businesses have not exactly covered themselves in glory!
0:42:56 > 0:42:59But I tell you what it is does prove - that if you think you've got
0:42:59 > 0:43:03a case that's worth pursuing, keep at it, don't give up, even if
0:43:03 > 0:43:06there are times when you think that perhaps you're not getting anywhere.
0:43:06 > 0:43:09Absolutely. Take it as far as you can.
0:43:09 > 0:43:11And if all else fails, bring it to us.
0:43:11 > 0:43:13We do love to help.
0:43:13 > 0:43:16And at the very least, your experience might help prevent
0:43:16 > 0:43:18others from ending up in the same boat.
0:43:18 > 0:43:20But that's all we've got time for today.
0:43:20 > 0:43:23We'll be back to investigate more of your stories very soon,
0:43:23 > 0:43:24so until then from all of us...
0:43:24 > 0:43:26- ALL:- Adios!