0:00:02 > 0:00:05We asked you who's left you feeling ripped off when it comes to your
0:00:05 > 0:00:09holidays, and you came back with a catalogue of travel disasters.
0:00:10 > 0:00:12We said no, we're going to stick with this
0:00:12 > 0:00:15and we're going to try and get something done about them.
0:00:17 > 0:00:20When you are on holidays, you don't want to fight with people.
0:00:20 > 0:00:21You just want to enjoy.
0:00:21 > 0:00:24So whether it's a deliberate rip-off,
0:00:24 > 0:00:26a simple mistake or a catch in the small print,
0:00:26 > 0:00:30we'll find out why you're out of pocket and what you can do about it.
0:00:32 > 0:00:35Your stories. Your money. This is Rip-Off Britain.
0:00:38 > 0:00:42Hello, and welcome to Rip-Off Britain where, for this series,
0:00:42 > 0:00:46we're going to be focusing on one of the subjects of which you write to us
0:00:46 > 0:00:49just about every day - and that is travel and holidays.
0:00:49 > 0:00:52Now, of course, when everything goes according to plan,
0:00:52 > 0:00:56a trip away is, for most of us, one of the highlights of the year.
0:00:56 > 0:00:59But it's a very different story when things go wrong
0:00:59 > 0:01:02and if there is one part of the experience where it feels like
0:01:02 > 0:01:05there is plenty of scope for exactly that to happen,
0:01:05 > 0:01:08it's the journey to or from your destination.
0:01:08 > 0:01:12Now, apparently, there are people who consider the whole process
0:01:12 > 0:01:14of getting from A to B as part of the fun,
0:01:14 > 0:01:18but for the rest of us it can often feel too much like hard work,
0:01:18 > 0:01:21a necessary evil to get us to the main event.
0:01:21 > 0:01:23So, if you're someone who considers
0:01:23 > 0:01:26the actual travelling part of your holiday to be a bit of a slog,
0:01:26 > 0:01:28then the stories we're investigating today
0:01:28 > 0:01:31will definitely strike a chord.
0:01:31 > 0:01:32Because in each case,
0:01:32 > 0:01:36whatever it was that spoiled things, in some cases disastrously,
0:01:36 > 0:01:38occurred not on the actual holiday itself but en route.
0:01:38 > 0:01:41For example, at the airport, on the train,
0:01:41 > 0:01:42even on a cross-Channel ferry.
0:01:42 > 0:01:45And I have to tell you, the situations we'll be hearing about
0:01:45 > 0:01:48are all ones that could very easily happen to you as well.
0:01:48 > 0:01:51So if they do, we have all the advice you need
0:01:51 > 0:01:55to make sure you know exactly what you should do and what you can do.
0:01:56 > 0:01:59Coming up, a cross-Channel journey with a tragic end.
0:01:59 > 0:02:01Have the ferry companies got it right
0:02:01 > 0:02:03when it comes to carrying pets?
0:02:03 > 0:02:05The kids were crying, they got the other dogs out of the car
0:02:05 > 0:02:08to cool them down. It was awful.
0:02:08 > 0:02:11And after this family turned out not to be covered
0:02:11 > 0:02:14when their bags were stolen in France, would you have
0:02:14 > 0:02:17the right insurance for driving your car abroad?
0:02:17 > 0:02:20I don't understand the difference between having your car
0:02:20 > 0:02:23smashed up in England or having it smashed up in France.
0:02:27 > 0:02:30Much as we love them, holidays are not cheap.
0:02:30 > 0:02:33And even if you succeed in bagging a low-cost flight
0:02:33 > 0:02:34or a bargain hotel room,
0:02:34 > 0:02:38you've still got all those extra costs to take into account.
0:02:38 > 0:02:41And they can start mounting up before you've even taken off.
0:02:41 > 0:02:43Airport parking, for example,
0:02:43 > 0:02:46can take a particularly big bite out of your budget.
0:02:46 > 0:02:50That's why so many of us ask friends or family to drop us off.
0:02:50 > 0:02:54But at some UK airports, even that is now likely to cost you.
0:02:54 > 0:02:56And to make things worse, you could even find yourself
0:02:56 > 0:03:00charged for parking when you haven't really parked at all.
0:03:01 > 0:03:05Just when you think you've budgeted for the entire cost of your holiday,
0:03:05 > 0:03:07if you're travelling abroad by plane,
0:03:07 > 0:03:11you might have the hefty cost of airport parking to factor in.
0:03:13 > 0:03:16Airport parking, you've spent X amount of money to go on holiday,
0:03:16 > 0:03:19you've took your family, so you've got a massive cost.
0:03:19 > 0:03:22Then they go, "Here you go, here's an extra 50-60 quid
0:03:22 > 0:03:25"to leave your car for a week, two weeks." It's bang out of order.
0:03:25 > 0:03:28They could charge, really, what they like and people have to use it,
0:03:28 > 0:03:30so that's quite an unhealthy thing, isn't it?
0:03:30 > 0:03:33Well, I think it should be less hassle for a start
0:03:33 > 0:03:36and I think it should be cheaper.
0:03:36 > 0:03:39I think you shouldn't feel as though you're being ripped off
0:03:39 > 0:03:41before your holiday's started.
0:03:41 > 0:03:44These days, you don't have to be using one of the airport's
0:03:44 > 0:03:48long or even short-stay car parks to face a charge,
0:03:48 > 0:03:52because more than half of the UK's busiest airports now impose a fee
0:03:52 > 0:03:55simply for dropping someone off.
0:03:55 > 0:03:58Many of these so-called "kiss and drop" charges have been
0:03:58 > 0:04:00introduced in the past few years
0:04:00 > 0:04:02and according to a recent Which? survey,
0:04:02 > 0:04:0547% of holiday-makers say they drive them mad.
0:04:07 > 0:04:09Charges vary, but at Edinburgh
0:04:09 > 0:04:12it costs £3 for a five-to-ten-minute stop.
0:04:12 > 0:04:16East Midlands and Belfast International charge £1
0:04:16 > 0:04:17for up to ten minutes.
0:04:17 > 0:04:21And stop directly outside the terminal at Leeds Bradford
0:04:21 > 0:04:24and you can pay £3 for up to 30 minutes.
0:04:24 > 0:04:26What's more, at some airports,
0:04:26 > 0:04:29stopping for just a few seconds can result in a hefty charge,
0:04:29 > 0:04:32as Simon Lind from Warrington and his wife Donna
0:04:32 > 0:04:34have found to their cost.
0:04:34 > 0:04:38My sister Nicola lives in the south of France,
0:04:38 > 0:04:42and she makes pretty regular visits to us.
0:04:42 > 0:04:45'We usually pick my sister up twice a year from Liverpool Airport.'
0:04:47 > 0:04:51Liverpool John Lennon Airport offers several options for parking -
0:04:51 > 0:04:54long stay, short stay and express drop-off.
0:04:54 > 0:04:58There's even a free drop-off zone slightly further from the terminal.
0:04:58 > 0:05:02But on one occasion when Simon went to pick up his sister last year,
0:05:02 > 0:05:04he didn't opt for any of these.
0:05:04 > 0:05:07As I was driving up the approach road, I didn't see her,
0:05:07 > 0:05:10so I went into the car park.
0:05:10 > 0:05:15I looked around and did see her thereafter at the roundabout, waving,
0:05:15 > 0:05:19so, instinct was to get her picked up as quick as possible,
0:05:19 > 0:05:22stopped by the roundabout, got her in the car
0:05:22 > 0:05:24and we got heading on our way.
0:05:24 > 0:05:26They assumed that was the end of that
0:05:26 > 0:05:31until, a week later, there was an unwelcome surprise in the post.
0:05:31 > 0:05:34I got a letter and it was a parking charge - £60.
0:05:35 > 0:05:39As Simon had only stopped very briefly for his sister to jump in,
0:05:39 > 0:05:42he felt he hadn't done anything wrong, so he wrote to VCS,
0:05:42 > 0:05:46the company that runs parking at Liverpool Airport, to appeal.
0:05:46 > 0:05:51I was told I would have to allow 28 days for them to reach a decision.
0:05:51 > 0:05:55I said to Donna, there was no way I was going to pay that amount of money
0:05:55 > 0:05:57for being stopped for such a short length of time.
0:05:59 > 0:06:03What Simon hadn't realised was that VCS, or Vehicle Control Services,
0:06:03 > 0:06:07enforces parking not just in the car parks, but also on
0:06:07 > 0:06:11all the privately-owned roads that run around Liverpool Airport.
0:06:11 > 0:06:13Like many other private parking companies,
0:06:13 > 0:06:15VCS follows a code of practice
0:06:15 > 0:06:18laid down by the British Parking Association, allowing it to set out
0:06:18 > 0:06:22terms and conditions which, if broken, could lead you to
0:06:22 > 0:06:24getting a parking charge notice.
0:06:24 > 0:06:27But Simon insists he didn't know he had broken the rules.
0:06:29 > 0:06:31The reason I'd be willing to fight this, er...
0:06:31 > 0:06:34I just think it's unjust, it's unfair,
0:06:34 > 0:06:38they're picking on people that are unaware of such restrictions.
0:06:38 > 0:06:41I think it's disgusting, really. It shouldn't be happening.
0:06:43 > 0:06:46The British Parking Association guidelines say their members
0:06:46 > 0:06:48should use specific signage
0:06:48 > 0:06:51to spell out exactly what their terms and conditions are
0:06:51 > 0:06:54and they should be placed throughout the site
0:06:54 > 0:06:57so that drivers are given the chance to read them.
0:06:57 > 0:07:01So how easy is it to read the signs at Liverpool Airport?
0:07:01 > 0:07:05Well, according to Simon, not easy at all.
0:07:05 > 0:07:08'When I was driving up the approach road to Liverpool Airport,
0:07:08 > 0:07:11'I did not notice any signage whatsoever.
0:07:11 > 0:07:15'I mean, your focus is, if you're driving at 30 or even 40mph,
0:07:15 > 0:07:17'it's hard enough to notice signs as it is.'
0:07:19 > 0:07:22A quick search online reveals a number of other motorists
0:07:22 > 0:07:24complaining they were hit with penalty charges
0:07:24 > 0:07:28after stopping for mere seconds on the approach road at Liverpool.
0:07:28 > 0:07:31So to see just how clear the signs really are,
0:07:31 > 0:07:35we sent along one of our team to take a look for themselves.
0:07:35 > 0:07:36Turning into the airport,
0:07:36 > 0:07:39it's pretty obvious there are plenty of signs
0:07:39 > 0:07:41and the red lines on the side of the road would
0:07:41 > 0:07:45seem to be a pretty clear indication that you shouldn't stop there.
0:07:45 > 0:07:48But are the specific signs clear enough to get
0:07:48 > 0:07:50a full understanding of the rules?
0:07:50 > 0:07:54Well, if you're driving on the approach road at a normal speed,
0:07:54 > 0:07:56then perhaps not.
0:07:56 > 0:07:59Because, oh, look - there goes the sign.
0:07:59 > 0:08:02And to properly read all the information on it,
0:08:02 > 0:08:05which the British Parking Association says you should be able to do,
0:08:05 > 0:08:09you'd have to stop, so you can have a good look at the details.
0:08:09 > 0:08:12And though that will give you the information you need,
0:08:12 > 0:08:15surely you risk getting a parking notice for your trouble?
0:08:19 > 0:08:22We've heard of dozens of others who say they too have been caught out
0:08:22 > 0:08:25by these restrictions at Liverpool Airport.
0:08:25 > 0:08:28Like Brian Reddy.
0:08:28 > 0:08:30I would say we were parked between 30 and 35 seconds,
0:08:30 > 0:08:33but certainly no longer than 35 seconds.
0:08:33 > 0:08:35And Ralph Twiss.
0:08:35 > 0:08:39I was there for, literally, six seconds at the side of the road.
0:08:39 > 0:08:41And Dave Bowers.
0:08:41 > 0:08:45When I stopped for 32 seconds, I ended up with a fine for £60.
0:08:45 > 0:08:47And Christian Daniels.
0:08:47 > 0:08:51The actual "fine", so to speak, was £60
0:08:51 > 0:08:53and that's more than a pound a second.
0:08:53 > 0:08:54It's just ridiculous.
0:08:54 > 0:08:57Whilst all the drivers acknowledge that they did break
0:08:57 > 0:08:59the rules, by stopping where they did,
0:08:59 > 0:09:02they think the size of the penalty for their brief misdemeanours
0:09:02 > 0:09:06is completely disproportionate. And Simon agrees.
0:09:06 > 0:09:08I think the charge that they were asking for, £60,
0:09:08 > 0:09:13was absolutely ridiculous. I mean, my sister's flight cost less than that.
0:09:14 > 0:09:17Legally, VCS have to charge a reasonable amount
0:09:17 > 0:09:18to cover their losses,
0:09:18 > 0:09:23but they can't hand out penalty notices simply to punish people.
0:09:23 > 0:09:25I was only stopped for seven seconds.
0:09:25 > 0:09:29To be stopped stationary for seven seconds is just,
0:09:29 > 0:09:32is just the same as being in a traffic queue, really.
0:09:32 > 0:09:35And what Simon considers especially unreasonable is that he
0:09:35 > 0:09:38wasn't in any way trying to get out of parking,
0:09:38 > 0:09:42it just so happened that his sister was waiting beside the road.
0:09:44 > 0:09:47It wasn't a case that I was trying to avoid paying the charges
0:09:47 > 0:09:51within the car park, it was more the fact that my sister was just
0:09:51 > 0:09:53where she was at the roundabout.
0:09:53 > 0:09:57And these other drivers don't think they stopped for long enough
0:09:57 > 0:09:59to justify being penalised, either.
0:09:59 > 0:10:02In total, these four motorists and Simon
0:10:02 > 0:10:06received tickets adding up to £300 for the combined time
0:10:06 > 0:10:08they'd stopped, which between all five of them,
0:10:08 > 0:10:10wasn't even two minutes.
0:10:12 > 0:10:14Vehicle Control Services pay Liverpool Airport
0:10:14 > 0:10:18£25,000 a year to look after the parking.
0:10:18 > 0:10:20And they also pay the airport
0:10:20 > 0:10:23a percentage of all the charges they receive.
0:10:25 > 0:10:27Airport parking is an issue that the AA
0:10:27 > 0:10:30has previously raised concerns about.
0:10:31 > 0:10:33Airport parking is a problem for drivers
0:10:33 > 0:10:34because they're very busy places.
0:10:34 > 0:10:37Signage is paramount in this situation.
0:10:37 > 0:10:39We want customer-facing signing.
0:10:39 > 0:10:43It has to be large, unambiguous, spelling out very clearly what
0:10:43 > 0:10:47you should do as a driver and what the penalties may be if you don't.
0:10:47 > 0:10:51But Paul also believes that we as motorists must accept more
0:10:51 > 0:10:54responsibility when visiting airports, too.
0:10:54 > 0:10:57We'd advise drivers to do their homework, look at the website of
0:10:57 > 0:11:01the airport you're going to and if there's no stopping zones, clearly
0:11:01 > 0:11:04you shouldn't stop, because the cameras are watching you everywhere.
0:11:04 > 0:11:07So, don't take chances, stick with the rules.
0:11:09 > 0:11:11In a joint statement, Liverpool Airport
0:11:11 > 0:11:16and the parking company VCS told us their parking systems work well,
0:11:16 > 0:11:19saying that prior to their introduction, there had already
0:11:19 > 0:11:24been a "red route no stopping zone on roads owned by the airport".
0:11:24 > 0:11:27It was because some drivers ignored the restrictions
0:11:27 > 0:11:30that the new rules were brought in, under the guidance of not just
0:11:30 > 0:11:35the British Parking Association, but the local council and police.
0:11:35 > 0:11:38They say cars stopping instead of using the official car parks
0:11:38 > 0:11:41cause "congestion" and are "a safety risk"
0:11:41 > 0:11:45and point out that the maximum £100 penalty charge
0:11:45 > 0:11:49"is discounted to £60 if paid within 14 days".
0:11:49 > 0:11:52They added that "over 40 high profile signs"
0:11:52 > 0:11:55advise of the consequences of not complying,
0:11:55 > 0:11:59and that "all signage exceeds industry standards".
0:11:59 > 0:12:01And they went on to say cars that break down,
0:12:01 > 0:12:05or are "clearly stopping momentarily to familiarise themselves
0:12:05 > 0:12:08"with the car park directions" will not be charged.
0:12:08 > 0:12:13As for Simon, they say CCTV shows he parked in the outside lane of a
0:12:13 > 0:12:18roundabout, creating "a significant safety risk to other motorists".
0:12:18 > 0:12:21And they pointed out that Dave and Christian's parking tickets
0:12:21 > 0:12:24were actually cancelled when they appealed.
0:12:24 > 0:12:28But after their experience, Simon and Donna remain convinced that
0:12:28 > 0:12:32drivers are treated too harshly at airports.
0:12:32 > 0:12:37I don't disagree with certain parking regulations at airports
0:12:37 > 0:12:40but I think what should change is they should allow a bit more time,
0:12:40 > 0:12:43a more realistic time for people to be picked up and dropped off.
0:12:53 > 0:12:56Now, in the past we've reported on the different policies
0:12:56 > 0:12:57you might find on various airlines
0:12:57 > 0:13:00when it comes to carrying your pets, because after all,
0:13:00 > 0:13:04for those of us who consider our animals as part of the family,
0:13:04 > 0:13:05and I certainly do,
0:13:05 > 0:13:07sometimes we want to take them away with us, as well.
0:13:07 > 0:13:10But one type of transport we didn't cover last time
0:13:10 > 0:13:13we looked at this subject was ferries.
0:13:13 > 0:13:15And in fact, the rules that some of these operators
0:13:15 > 0:13:20have for carrying pets have come in for criticism from the RSPCA.
0:13:20 > 0:13:21Not least, after incidents like the one
0:13:21 > 0:13:23we're about to see in our next story -
0:13:23 > 0:13:25and it's very disturbing.
0:13:27 > 0:13:30Kirsty Wallace and her family have always gone everywhere
0:13:30 > 0:13:31with their dogs.
0:13:34 > 0:13:36We've got Trixie, who's a beagle.
0:13:36 > 0:13:40We've also got Arthur, the pug, and we've got Teddy, the shih tzu.
0:13:40 > 0:13:44They mean the world to the family, they're really part of our family.
0:13:46 > 0:13:48Teddy is a new addition to the family,
0:13:48 > 0:13:51who until very recently had another pug called Merlin.
0:13:51 > 0:13:54Kirsty's husband, Deane, is an army chef
0:13:54 > 0:13:57and the family had spent five years stationed in Germany,
0:13:57 > 0:13:59until last summer, when they were told
0:13:59 > 0:14:02they would be moving back to the UK.
0:14:02 > 0:14:05My husband was posted back to England,
0:14:05 > 0:14:06so we had to come back.
0:14:09 > 0:14:12As Kirsty and family were going to be moving
0:14:12 > 0:14:16all of their belongings and three pets, they decided the best option
0:14:16 > 0:14:20was to drive from Germany to Calais and take a ferry back to the UK.
0:14:21 > 0:14:25So they booked a one-way ticket with P&O Ferries.
0:14:25 > 0:14:28It was a trip they'd made many times before, so they
0:14:28 > 0:14:30and the dogs knew all the drill.
0:14:31 > 0:14:34We set off really early morning.
0:14:34 > 0:14:38We pulled over quite a few times for the dogs to have drinks and water.
0:14:38 > 0:14:40Once aboard the ferry,
0:14:40 > 0:14:44the animals were to stay below deck in the car, until the end
0:14:44 > 0:14:48of the crossing, when the family could go back down to rejoin them.
0:14:48 > 0:14:50We've never really worried about them
0:14:50 > 0:14:53because we thought that if it was a problem,
0:14:53 > 0:14:55then they wouldn't be allowed to stay in the cars.
0:14:55 > 0:14:59If there was any reason to worry, they wouldn't be allowed in the cars.
0:15:01 > 0:15:04It was a hot day. In fact, as the temperature rose,
0:15:04 > 0:15:06it became one of the hottest days of the summer.
0:15:06 > 0:15:10When we got out of the car, I did say it was really hot in there,
0:15:10 > 0:15:15and I said, "Hopefully, it will cool down on the deck."
0:15:15 > 0:15:17We spent about ten minutes adjusting the windows
0:15:17 > 0:15:20because we didn't want Trixie to be able to get her neck
0:15:20 > 0:15:24stuck in the window, and we left water for the dogs.
0:15:27 > 0:15:31Reassured that the dogs would all be fine, the family said goodbye
0:15:31 > 0:15:34and went up to the passenger deck for the crossing.
0:15:34 > 0:15:37There were no signs at all that there was
0:15:37 > 0:15:39anything wrong with any of the dogs.
0:15:39 > 0:15:43Even when we left them in the car, they weren't panting, nothing.
0:15:43 > 0:15:45There was no reason for us to worry.
0:15:47 > 0:15:49An hour and a half later,
0:15:49 > 0:15:53they reached Dover and made their way back to the car.
0:15:53 > 0:15:55Trixie and Arthur were barking.
0:15:55 > 0:15:57We tapped on the windows, we normally would,
0:15:57 > 0:16:00to say that we were back and everything was all right.
0:16:00 > 0:16:03And I commented to my husband I couldn't see Merlin,
0:16:03 > 0:16:05and he said, "Well, he couldn't have got out
0:16:05 > 0:16:08"cos the windows weren't low enough."
0:16:08 > 0:16:09And he said, "Look again."
0:16:09 > 0:16:14It was only when Kirsty opened the door that she saw Merlin
0:16:14 > 0:16:16wedged on the floor behind the back seat.
0:16:18 > 0:16:20We started pouring bottles of water over him,
0:16:20 > 0:16:23other passengers came and some of them
0:16:23 > 0:16:28had the big gallon water bottles, pouring that all over him.
0:16:28 > 0:16:30Sadly, there was no response from Merlin.
0:16:30 > 0:16:32And for the next 20 minutes,
0:16:32 > 0:16:34the family desperately tried to resuscitate him.
0:16:34 > 0:16:38We couldn't open his mouth properly, it was clamped shut.
0:16:38 > 0:16:42My husband...kept giving mouth-to-mouth.
0:16:42 > 0:16:44We ran out of water,
0:16:44 > 0:16:48so I seen a staff member walk by, asked him for some water.
0:16:48 > 0:16:51Some other workers came across,
0:16:51 > 0:16:54and...it was just so hectic.
0:16:54 > 0:16:55The kids were crying,
0:16:55 > 0:16:58they got the other dogs out the car, to cool them down.
0:16:58 > 0:17:04We poured water over them and the other two dogs just sat silently.
0:17:04 > 0:17:07It was awful, it was like they knew what was going on.
0:17:08 > 0:17:13Despite all their best efforts, Merlin had died.
0:17:13 > 0:17:18I was just shocked. I didn't know what was going on,
0:17:18 > 0:17:23I've never saw, like, a dog or something
0:17:23 > 0:17:26just...like that in my life
0:17:26 > 0:17:30and it was just a very scary moment for me.
0:17:30 > 0:17:33It was the worst day of my life.
0:17:33 > 0:17:35All the dogs had passed a health check, in order to
0:17:35 > 0:17:37obtain their pet passports.
0:17:37 > 0:17:40And Kirsty and her family had thought they'd done everything
0:17:40 > 0:17:43they could in order to keep them safe on board the ferry.
0:17:43 > 0:17:47But they believe Merlin's death could have been avoided
0:17:47 > 0:17:49if P&O policies were different.
0:17:49 > 0:17:52If we are paying for our pets to travel,
0:17:52 > 0:17:54what are we paying for if it's not for the staff
0:17:54 > 0:17:57to go and check up on our dogs?
0:17:57 > 0:18:00We wished that we would be able to take them out.
0:18:02 > 0:18:05But on P&O's cross-Channel ferries
0:18:05 > 0:18:09and, indeed, many of their rivals, that simply isn't allowed.
0:18:09 > 0:18:12So, if you're thinking of taking your dog on a ferry,
0:18:12 > 0:18:14it really is worth checking each operator's rules
0:18:14 > 0:18:16because they do vary.
0:18:19 > 0:18:22The RSPCA has campaigned on the conditions for pets
0:18:22 > 0:18:23on ferries for some time
0:18:23 > 0:18:28and has previously called on the operators to change their policies.
0:18:28 > 0:18:32The best possible advice would be to have a designated area
0:18:32 > 0:18:36where dogs can go to, away from the vehicles, and where owners
0:18:36 > 0:18:40can know that they're not going to suffer from potential heat stress.
0:18:40 > 0:18:44Travelling with a dog, leaving it unattended in hot weather
0:18:44 > 0:18:47is not something that the RSPCA would recommend.
0:18:47 > 0:18:49It's something we'd want to see stopped.
0:18:49 > 0:18:53It's time for the ferry companies to review their policies.
0:18:55 > 0:18:59Until that happens, the RSPCA would like to see ships' crews trained
0:18:59 > 0:19:02to identify dogs suffering from heat stress.
0:19:02 > 0:19:05And there's advice for owners to keep in mind, as well.
0:19:05 > 0:19:08It's very important, especially on long journeys,
0:19:08 > 0:19:11whether that's by road or ferry, that adequate time out
0:19:11 > 0:19:15of the vehicle is given to the dog and that they're not left alone.
0:19:15 > 0:19:20When we contacted P&O Ferries, they pointed out that their 90-minute
0:19:20 > 0:19:23crossing "is usually a fraction of a much longer Continental
0:19:23 > 0:19:25"road journey"
0:19:25 > 0:19:29and that Merlin's death was on the hottest day of the year.
0:19:29 > 0:19:32They stress that they carry pets "in accordance with the rules set
0:19:32 > 0:19:37"out by DEFRA, with car decks well ventilated"
0:19:37 > 0:19:40and cars placed "under cover in the shade".
0:19:40 > 0:19:44Even so, this "tragic incident" resulted in an "urgent review",
0:19:44 > 0:19:47during which the company even considered a total ban
0:19:47 > 0:19:51on carrying flat-nosed breeds of dogs such as pugs,
0:19:51 > 0:19:55known to have breathing difficulties in hot weather.
0:19:55 > 0:19:58However, as a total of 251 dogs were carried that day
0:19:58 > 0:20:03"without further incident", they decided against that.
0:20:03 > 0:20:06They went on to say that it is "not practical or sensible"
0:20:06 > 0:20:08to allow dogs into the passenger accommodation
0:20:08 > 0:20:11"for obvious safety and hygiene reasons"
0:20:11 > 0:20:15but added that they do "now allow pet owners to have supervised visits
0:20:15 > 0:20:20"to their animals", a policy Kirsty and Deane hadn't been aware of.
0:20:20 > 0:20:22But since this report was first shown,
0:20:22 > 0:20:24the ferry company has announced "new measures
0:20:24 > 0:20:27"to improve the travelling experience of animals on board",
0:20:27 > 0:20:30giving away free pet travel packs,
0:20:30 > 0:20:33including items such as a wind vent and water bottle,
0:20:33 > 0:20:36designed to "help keep our furry friends safe and well"
0:20:36 > 0:20:40when they're left in cars for the duration of the crossing itself.
0:20:40 > 0:20:45Meanwhile, the UK Chamber of Shipping told us that 150,000 pets
0:20:45 > 0:20:47were safely carried last year,
0:20:47 > 0:20:49and that suggests a high level of confidence
0:20:49 > 0:20:51from passengers in both the service
0:20:51 > 0:20:56that the companies provide and the comfort of their pets on board.
0:20:56 > 0:20:59But after the sad story of what happened to Merlin,
0:20:59 > 0:21:02Kirsty says until dogs are allowed out of cars,
0:21:02 > 0:21:04ideally into a designated area,
0:21:04 > 0:21:08she won't be taking any of her dogs on a ferry again.
0:21:08 > 0:21:11Merlin will never be replaced. He was a one-off dog.
0:21:11 > 0:21:15He was just a gentle giant. He was gorgeous.
0:21:16 > 0:21:18We'll never replace him.
0:21:27 > 0:21:29Still to come on Rip-Off Britain,
0:21:29 > 0:21:31how choosing the wrong type of train ticket
0:21:31 > 0:21:33can leave you out of pocket.
0:21:33 > 0:21:35You don't know you're going to fall down the stairs,
0:21:35 > 0:21:37hurt yourself, break your foot.
0:21:37 > 0:21:41You would hope that the train company would be a bit more compassionate.
0:21:45 > 0:21:48With France just a small hop across the Channel,
0:21:48 > 0:21:51it's no wonder that so many thousands of Brits
0:21:51 > 0:21:54choosing to go there prefer to take their own car.
0:21:54 > 0:21:56But if you've ever thought about taking your car abroad,
0:21:56 > 0:22:00well, here's a cautionary tale I promise you will have you reaching
0:22:00 > 0:22:03out for your insurance documents and checking the small print.
0:22:06 > 0:22:10If you're heading to the Continent, forget the plane or even the train.
0:22:10 > 0:22:13For many Brits, driving is the ideal way to get there.
0:22:13 > 0:22:17In fact, an RAC survey found that over half the people asked
0:22:17 > 0:22:21would choose to take their car over any other form of transport.
0:22:21 > 0:22:24Which is why over four million of us
0:22:24 > 0:22:27took to the European roads last year.
0:22:27 > 0:22:31Among them were Dave, Hannah and Jess Rowett from Worksop.
0:22:31 > 0:22:35For them, choosing a driving holiday was an easy decision.
0:22:36 > 0:22:38I love driving, so that was one of the reasons,
0:22:38 > 0:22:40you know, have that freedom,
0:22:40 > 0:22:43that you can just drive, get in the car whenever you want
0:22:43 > 0:22:45and go where you want. We went to France last year
0:22:45 > 0:22:49and, I guess, last year, we, kind of, just got the bug.
0:22:49 > 0:22:50So, having made the trip before,
0:22:50 > 0:22:53Dave and Hannah thought that they had a good idea
0:22:53 > 0:22:56of what they needed to do to prepare.
0:22:56 > 0:22:58'I did a bit of research,
0:22:58 > 0:23:02'looked into what I needed to be able to drive in France.'
0:23:02 > 0:23:06We got the warning triangle you need, in case you break down,
0:23:06 > 0:23:10a full set of spare bulbs in the car,
0:23:10 > 0:23:13er, the breathalysers, you have to have two breathalysers.
0:23:13 > 0:23:16So yeah, we prepared well.
0:23:16 > 0:23:20Dave had carefully planned the route to Frejus in the south of France
0:23:20 > 0:23:24and booked an overnight stop along the way.
0:23:24 > 0:23:26When we drove down last year,
0:23:26 > 0:23:30we decided to drive the whole lot, nonstop,
0:23:30 > 0:23:32which was really, really tough.
0:23:32 > 0:23:37Very, very hard, which is why, this year we decided
0:23:37 > 0:23:40that we'd break it up and stop halfway
0:23:40 > 0:23:43just to make things a little bit easier.
0:23:45 > 0:23:48The family stop in Beze, a charming village in Burgundy,
0:23:48 > 0:23:50and spent the night at a small hotel.
0:23:50 > 0:23:54But when they woke up the following day to start the next leg of their journey,
0:23:54 > 0:23:57their holiday took a turn for the worse.
0:23:57 > 0:24:00I went out of the hotel, down...
0:24:00 > 0:24:03you know, turned the corner onto the road
0:24:03 > 0:24:05and that's when I saw the car.
0:24:05 > 0:24:07Somebody had smashed the back window,
0:24:07 > 0:24:10and it wasn't till I got right round the car
0:24:10 > 0:24:12that I realised that they'd smashed three other windows
0:24:12 > 0:24:14on the driver's side as well.
0:24:14 > 0:24:18I was angry, I wanted to cry, I wanted to scream.
0:24:19 > 0:24:22I just stood there for ages thinking,
0:24:22 > 0:24:26"How do I go back to the hotel and tell Hannah and the kids?"
0:24:26 > 0:24:30The family had taken their overnight bag into the hotel,
0:24:30 > 0:24:34leaving their main suitcases out of sight in the boot of the car.
0:24:34 > 0:24:36But it was obvious that these had been stolen,
0:24:36 > 0:24:40leaving the family with little more than the clothes on their back.
0:24:40 > 0:24:44When I went back and told the family what had happened to the car,
0:24:44 > 0:24:49the girls just broke down in tears.
0:24:49 > 0:24:53They were absolutely devastated, they thought the holiday was over.
0:24:53 > 0:24:58They'd lost all their belongings. I was just so angry and...upset.
0:24:58 > 0:25:01Obviously, a huge blow to the family,
0:25:01 > 0:25:04but Dave was confident that as he had comprehensive car insurance,
0:25:04 > 0:25:06that all would quickly be resolved
0:25:06 > 0:25:09and they would soon be back on their way.
0:25:09 > 0:25:11But when Dave called his insurer
0:25:11 > 0:25:13to sort out getting the windows replaced,
0:25:13 > 0:25:16he was in for quite a shock.
0:25:16 > 0:25:19I explained where we were, to which he immediately said,
0:25:19 > 0:25:22"Let me just check your policy, see if you've got a Green Card,"
0:25:22 > 0:25:25which I'd never heard of.
0:25:25 > 0:25:27I asked him what one was
0:25:27 > 0:25:29and he said, "If you're driving abroad,
0:25:29 > 0:25:32"you need to have a Green Card, but I see you haven't got one,
0:25:32 > 0:25:34"so you're not covered."
0:25:34 > 0:25:37Dave had assumed that his comprehensive insurance
0:25:37 > 0:25:39was valid wherever his car went.
0:25:39 > 0:25:41But I'm afraid he was wrong.
0:25:41 > 0:25:43When I got the insurance,
0:25:43 > 0:25:46I got fully comp insurance with business use as well.
0:25:46 > 0:25:49I, maybe naively, assumed
0:25:49 > 0:25:52that that was the maximum cover you can get,
0:25:52 > 0:25:56and I thought it covers you wherever you are.
0:25:56 > 0:26:00I don't understand the difference between having
0:26:00 > 0:26:03your car smashed up in England or having it smashed up in France.
0:26:03 > 0:26:08So, what is the Green Card Dave's insurer had mentioned on the phone?
0:26:08 > 0:26:10Well, it used to be the certificate
0:26:10 > 0:26:13that proved you were insured to drive in Europe.
0:26:13 > 0:26:16Now, it's only needed if you're planning to drive in countries
0:26:16 > 0:26:18that don't belong to the EU.
0:26:18 > 0:26:22So, in countries like France, a Green Card is no longer required.
0:26:22 > 0:26:26But Dave's insurer, and perhaps yours as well,
0:26:26 > 0:26:29still use the term to describe the additional cover you'll need
0:26:29 > 0:26:31to upgrade your insurance,
0:26:31 > 0:26:34so that it gives you the same protection throughout the EU
0:26:34 > 0:26:35as you have in the UK.
0:26:37 > 0:26:39If you don't extend your insurance,
0:26:39 > 0:26:42even though you have fully comprehensive cover at home,
0:26:42 > 0:26:46you may find yourself with only third party in the rest of the EU.
0:26:48 > 0:26:51Which is exactly the position Dave ended up in.
0:26:51 > 0:26:53And Rosie Sanderson from the AA
0:26:53 > 0:26:57says that's a mistake made by many drivers heading across the Channel.
0:26:57 > 0:27:00If you have fully comprehensive insurance in the UK,
0:27:00 > 0:27:03it's not always the case that it extends to overseas,
0:27:03 > 0:27:04it may drop down to third party.
0:27:04 > 0:27:07Check your policy documentation prior to travel
0:27:07 > 0:27:12and if you are unsure, we'd recommend you contact your insurers directly.
0:27:12 > 0:27:14Once back in the UK,
0:27:14 > 0:27:17Dave had to fork out over £1,000 himself on repairs,
0:27:17 > 0:27:22all because he didn't have the insurance he thought he had.
0:27:22 > 0:27:24Foreign-registered vehicles
0:27:24 > 0:27:28do undoubtedly attract the unwanted attention of thieves,
0:27:28 > 0:27:29so I think it's always worthwhile that,
0:27:29 > 0:27:32even though you may be entering the holiday mode,
0:27:32 > 0:27:35that you remember you're a prime key target for thieves.
0:27:35 > 0:27:38We asked Dave's insurer about his case.
0:27:38 > 0:27:41They reiterated that he had "not extended"
0:27:41 > 0:27:44or updated his level of cover ahead of his trip,
0:27:44 > 0:27:48he was left with the "minimum cover" you need by law to drive in the EU.
0:27:49 > 0:27:53They stressed that customers should read their policy booklet carefully
0:27:53 > 0:27:56to understand their level of cover.
0:27:56 > 0:27:58To make matters worse,
0:27:58 > 0:28:00Dave discovered his travel insurance
0:28:00 > 0:28:02didn't give him the cover he expected either.
0:28:02 > 0:28:07The company said, as the bags had been left in an unattended vehicle,
0:28:07 > 0:28:10the pay-out was limited to £100 per person.
0:28:10 > 0:28:14So, for Dave, it's all been an expensive lesson
0:28:14 > 0:28:17and one that he's keen for others to avoid.
0:28:17 > 0:28:21It's made me realise that you should read the small print
0:28:21 > 0:28:23with insurance companies.
0:28:23 > 0:28:24Don't make assumptions,
0:28:24 > 0:28:29because it can be very costly. Make sure you cover all eventualities.
0:28:34 > 0:28:37- ANGELA:- Having the right insurance
0:28:37 > 0:28:40isn't the only thing you need to worry about when driving abroad.
0:28:40 > 0:28:44Some countries have the most extraordinary rules and regulations
0:28:44 > 0:28:47that you could unwittingly fall foul of.
0:28:47 > 0:28:51So, here are our top five driving dos and don'ts,
0:28:51 > 0:28:53that you ignore at your peril.
0:28:53 > 0:28:56At five, don't carry a bike on the back of your car in Portugal.
0:28:56 > 0:28:58It's illegal.
0:28:58 > 0:28:59Number four,
0:28:59 > 0:29:02do watch out for the unusual parking restrictions
0:29:02 > 0:29:04on some one-way streets in Spain.
0:29:04 > 0:29:05On odd days of the month,
0:29:05 > 0:29:09you can only park on the sides of the road with odd numbers.
0:29:09 > 0:29:12And on even days, it's the even side.
0:29:12 > 0:29:14Number three,
0:29:14 > 0:29:17do switch off your engine when stationary in Belgium
0:29:17 > 0:29:21unless absolutely necessary. It's illegal to keep it running.
0:29:21 > 0:29:22Number two,
0:29:22 > 0:29:27don't risk eating or drinking ANYTHING while driving in Cyprus.
0:29:27 > 0:29:29It's not recommended anywhere,
0:29:29 > 0:29:31but in Cyprus, it is completely banned.
0:29:31 > 0:29:32And our number one,
0:29:32 > 0:29:37do make sure your vehicle is clean in Romania and Belarus.
0:29:37 > 0:29:40Driving a dirty car there is against the law.
0:29:42 > 0:29:46But however unexpected some of these laws may seem,
0:29:46 > 0:29:49it's no joke if you end up having to pay a hefty fine.
0:29:49 > 0:29:52Quite often, the penalties that you receive overseas
0:29:52 > 0:29:55can be much more harsh than those found in the UK,
0:29:55 > 0:29:58ranging from on-the-spot fines in Portugal,
0:29:58 > 0:30:01where they will, literally, take the card from you.
0:30:01 > 0:30:04In France, they'll take you to a cashpoint
0:30:04 > 0:30:07to get the cash out of the machine, to pay the on-the-spot fine.
0:30:07 > 0:30:10And for the more serious misdemeanours,
0:30:10 > 0:30:14don't assume you're home and dry once you are back in the UK.
0:30:14 > 0:30:18Because new proposals will give foreign authorities the power
0:30:18 > 0:30:20to pursue you over here.
0:30:20 > 0:30:22This basically means that,
0:30:22 > 0:30:25if you commit an offence in any other EU country,
0:30:25 > 0:30:28that they can obtain your details from the UK.
0:30:28 > 0:30:31The new rules are going to apply to eight major road safety offences,
0:30:31 > 0:30:35these include speeding, drink-driving,
0:30:35 > 0:30:38not wearing a seat belt, using a mobile phone,
0:30:38 > 0:30:42and it will be brought into force before May 2017.
0:30:43 > 0:30:46So, next time you get behind the wheel on your holiday
0:30:46 > 0:30:48there's a lot more to check
0:30:48 > 0:30:52than simply whether you're driving on the correct side of the road.
0:30:57 > 0:31:02On average, UK rail fares are now 50% more expensive
0:31:02 > 0:31:04than they were a decade ago.
0:31:04 > 0:31:07It's no wonder then that the cost of rail travel
0:31:07 > 0:31:08has become such a bugbear
0:31:08 > 0:31:11or that so many of us will do our very best to try to find
0:31:11 > 0:31:14the absolute cheapest fares whenever we can.
0:31:14 > 0:31:16The train companies will encourage this
0:31:16 > 0:31:19and tell us that one way to do it is to book well in advance,
0:31:19 > 0:31:22weeks, even months before you travel.
0:31:22 > 0:31:26It is true that advance fares really can slash the amount you pay.
0:31:26 > 0:31:29In fact, if you're lucky, you could even make a first-class upgrade
0:31:29 > 0:31:32as affordable as the regular fare.
0:31:32 > 0:31:34But all of these advance fares
0:31:34 > 0:31:37may not always be quite the bargain that they seem.
0:31:37 > 0:31:39Because some advance ticket holders
0:31:39 > 0:31:43have told us that they feel that their cheaper fare
0:31:43 > 0:31:46got them a distinctly second-class service.
0:31:46 > 0:31:47And in one particular case,
0:31:47 > 0:31:51far from saving them money, they ended up losing it.
0:31:56 > 0:31:59After the party is over and the music is winding down,
0:31:59 > 0:32:02New Year can leave you feeling a bit...
0:32:02 > 0:32:04- BALLOON DEFLATES - ..well, deflated.
0:32:04 > 0:32:06And the annual hike in rail fares
0:32:06 > 0:32:08that comes into force every January
0:32:08 > 0:32:11does nothing to lighten the mood.
0:32:11 > 0:32:15One way of saving money on a train journey is to buy an advance ticket
0:32:15 > 0:32:17and if you do that, with a little bit of luck,
0:32:17 > 0:32:21you may find that a first-class seat comes within your reach.
0:32:21 > 0:32:24So, that's exactly what I did on a recent journey that I took.
0:32:24 > 0:32:27Because I knew exactly when I wanted to travel,
0:32:27 > 0:32:30I found that, by booking nice and early,
0:32:30 > 0:32:33not only was I able to save quite a few pounds,
0:32:33 > 0:32:35but by paying just that little bit extra,
0:32:35 > 0:32:39I could upgrade to first, so that's exactly what I did.
0:32:41 > 0:32:44As well as making my journey a bit more comfortable,
0:32:44 > 0:32:46I was hoping for some of the other perks,
0:32:46 > 0:32:49such as use of the first-class lounge.
0:32:49 > 0:32:53But sadly, because I'd booked an advance first-class ticket,
0:32:53 > 0:32:55that wasn't part of the deal.
0:32:55 > 0:32:57Though still labelled first class,
0:32:57 > 0:33:01it wasn't quite as first class as if I'd paid the full fare.
0:33:01 > 0:33:05And to use the first-class lounge at King's Cross
0:33:05 > 0:33:07would've meant forking out an extra fiver,
0:33:07 > 0:33:09which the train operator says is because of
0:33:09 > 0:33:12"limited capacity within the lounge".
0:33:13 > 0:33:16I know it's only a little niggle,
0:33:16 > 0:33:19but it seems I'm not the only one who finds that,
0:33:19 > 0:33:23while buying a ticket in advance may well save you money,
0:33:23 > 0:33:27it doesn't always deliver what you think it should.
0:33:27 > 0:33:28And even worse,
0:33:28 > 0:33:32you could be tied into restrictions you didn't expect.
0:33:34 > 0:33:38Rebecca McKie lives in Plymouth, but has family dotted all over
0:33:38 > 0:33:41the country and tries to visit as often as she can.
0:33:41 > 0:33:45During the summer holidays, she planned a trip with
0:33:45 > 0:33:48her 13-year-old daughter Megan, to visit friends and relatives.
0:33:49 > 0:33:52A seasoned rail user,
0:33:52 > 0:33:55she thought she knew how to find the cheapest fare.
0:33:55 > 0:33:59Ticket prices are expensive but you look for a good deal,
0:33:59 > 0:34:01shop around, see what you can find.
0:34:04 > 0:34:07Using the Trainline app on her phone, Rebecca booked
0:34:07 > 0:34:10individual journeys, instead of return ones, to save money.
0:34:10 > 0:34:14Some were super off-peak tickets, but the rest were advance.
0:34:14 > 0:34:21She spent a total of £208.70 on tickets, including booking fees.
0:34:21 > 0:34:25Got the confirmation from my e-mail, to say that everything was
0:34:25 > 0:34:29all booked and ready for me, so it was easy enough to do.
0:34:30 > 0:34:33Part of the reason advance tickets are cheaper is because
0:34:33 > 0:34:37you have to commit to certain trains, removing flexibility.
0:34:37 > 0:34:40But Rebecca didn't think this would be a problem.
0:34:40 > 0:34:43It's good because you can plan your journey.
0:34:43 > 0:34:46I had people meeting me at the other end of my journey,
0:34:46 > 0:34:49so it was essential that I had times to give them.
0:34:52 > 0:34:54Before heading off on her trip,
0:34:54 > 0:34:58there was one more date in her diary, taking part in
0:34:58 > 0:35:01a charity event on the day before she was due to travel.
0:35:01 > 0:35:05I volunteered to participate in a fun event, running around
0:35:05 > 0:35:08in a sports hall, doing some crazy stuff.
0:35:08 > 0:35:10What possibly could go wrong?
0:35:10 > 0:35:16Famous last words. Rebecca tripped and broke her foot in three places.
0:35:16 > 0:35:19The A & E consultant told her she wasn't fit for travel
0:35:19 > 0:35:21and needed to rest.
0:35:21 > 0:35:23So she called Trainline, to see
0:35:23 > 0:35:28if she could cancel her train tickets and get her £208.70 back.
0:35:30 > 0:35:34I phone and say I'm in a plaster cast, from my knee down
0:35:34 > 0:35:36to my foot. It's very heavy.
0:35:36 > 0:35:39I'll be travelling with a 13-year-old child.
0:35:39 > 0:35:41Can I have a refund?
0:35:42 > 0:35:46Rebecca was entitled to a refund for one of her planned journeys,
0:35:46 > 0:35:50the super off-peak tickets from Plymouth to Reading, that had cost
0:35:50 > 0:35:55her £68.50, although she did have to pay a £10 administration charge.
0:35:55 > 0:35:59But what about the remaining three journeys that she'd booked
0:35:59 > 0:36:01at a total cost of £140?
0:36:03 > 0:36:06They said that they couldn't refund the tickets,
0:36:06 > 0:36:09cos of the nature of the tickets, advance tickets.
0:36:09 > 0:36:14Fine. I said, "What are my options? I've been told I cannot travel,
0:36:14 > 0:36:17"I cannot go anywhere, I can't even leave the house, I can't even
0:36:17 > 0:36:22"make a cup of tea." And then they said, "Well, we can reschedule."
0:36:22 > 0:36:27Fine, I'm happy with that. Can I reschedule in October?
0:36:27 > 0:36:31But Rebecca says she was told she had to reschedule her trip
0:36:31 > 0:36:35within six weeks or she'd lose the money.
0:36:35 > 0:36:39They could only offer for me to have a new trip,
0:36:39 > 0:36:45which would be in mid-September and that's all they could do for me.
0:36:45 > 0:36:47It's ruined my summer, ruined my daughter's summer.
0:36:47 > 0:36:51And a £150-odd is a lot of money to me.
0:36:51 > 0:36:54It might not be to them, but it is to me.
0:36:56 > 0:37:00However unfairly she might feel she's been treated,
0:37:00 > 0:37:03the no-refund policy is within the terms and conditions
0:37:03 > 0:37:05of all the train-operating companies,
0:37:05 > 0:37:08so Rebecca didn't have a leg to stand on.
0:37:10 > 0:37:13Sometimes, individual companies may offer refunds
0:37:13 > 0:37:16at their discretion, in the event of passengers being
0:37:16 > 0:37:20unable to travel, but that didn't happen in Rebecca's case.
0:37:20 > 0:37:22By plumping for the cheapest fares she could find,
0:37:22 > 0:37:26she was locked into a ticket with no flexibility
0:37:26 > 0:37:29and one that ended up leaving her out of pocket.
0:37:29 > 0:37:32And what's particularly galling is that, for just a couple
0:37:32 > 0:37:36of pounds more, she wouldn't be in quite the same situation.
0:37:36 > 0:37:39When our team checked out the fares that were available to Rebecca
0:37:39 > 0:37:41at the time she booked, we discovered that,
0:37:41 > 0:37:46if she'd forked out an extra £1.65 for a super off-peak
0:37:46 > 0:37:47for one of the legs of her journey,
0:37:47 > 0:37:50it would have given her the flexibility to cancel
0:37:50 > 0:37:55and have a full refund, up to 28 days after the expiry date.
0:37:55 > 0:37:59She simply hadn't realised that paying such a small amount extra
0:37:59 > 0:38:03would have given her so much more flexibility.
0:38:03 > 0:38:05And when all you're trying to do is book a ticket,
0:38:05 > 0:38:10the complexities of the options can be hard to get your head around.
0:38:10 > 0:38:14Christian Wolmar is a rail author and transport commentator.
0:38:14 > 0:38:17He knows better than most how easy it is to be bamboozled
0:38:17 > 0:38:21when you're trying to choose the right fare.
0:38:21 > 0:38:25The train companies' websites don't always explain properly
0:38:25 > 0:38:29that sometimes you can buy a ticket for maybe a quid or two more
0:38:29 > 0:38:31that is entirely flexible.
0:38:31 > 0:38:34Be aware that if you're buying an advance ticket,
0:38:34 > 0:38:36it's not flexible or refundable
0:38:36 > 0:38:41and, sometimes, for just a quid or two more, you might be able to buy
0:38:41 > 0:38:44an off-peak ticket or a super off-peak ticket,
0:38:44 > 0:38:45that enables you both to have
0:38:45 > 0:38:50a choice of trains for the return journey and also is refundable.
0:38:50 > 0:38:55So, is Rebecca justified in feeling like she has been short-changed?
0:38:55 > 0:38:58The Rail Delivery Group, which represents the UK's
0:38:58 > 0:39:02train companies, told us that, "To help keep prices as low as possible,
0:39:02 > 0:39:06"advance rail fares are not refundable,"
0:39:06 > 0:39:09which is "made clear to customers before they choose to buy".
0:39:09 > 0:39:12However, it says that if customers' plans do change,
0:39:12 > 0:39:16an advance fare can be altered, for a £10 admin fee.
0:39:16 > 0:39:20Meanwhile, the website Rebecca used to book her tickets,
0:39:20 > 0:39:24thetrainline.com, told us it's sorry Rebecca feels she has been
0:39:24 > 0:39:28treated unfairly, but stressed it was "communicated clearly
0:39:28 > 0:39:32"at the time of booking" that advance tickets are not refundable.
0:39:32 > 0:39:35It points out that "policies regarding changes
0:39:35 > 0:39:38"and refunds are set by the train operating companies themselves",
0:39:38 > 0:39:41but added that it does offer the purchase of cancellation
0:39:41 > 0:39:45protection, which would cover refunds on advance tickets as well.
0:39:47 > 0:39:51But interestingly, First Great Western, who operate
0:39:51 > 0:39:55one of the routes Rebecca booked, while agreeing that advance fares
0:39:55 > 0:40:01are not normally refundable, says that "each instance is assessed
0:40:01 > 0:40:02"on its own merits"
0:40:02 > 0:40:06and that if Rebecca had contacted the company directly,
0:40:06 > 0:40:10it would have been happy to arrange a refund under the circumstances.
0:40:11 > 0:40:15But it does seem that navigating a clear track through
0:40:15 > 0:40:17the cost of rail travel isn't always simple.
0:40:17 > 0:40:21And while an advance fare may well save you the odd pound or two,
0:40:21 > 0:40:25you need to decide if the trade-off between flexibility
0:40:25 > 0:40:27and price is worth it, especially
0:40:27 > 0:40:31if there's a chance you may end up having to cancel at the last minute.
0:40:31 > 0:40:36As for Rebecca, she is still feeling bruised by the whole experience.
0:40:36 > 0:40:38You don't know you're going to fall down the stairs,
0:40:38 > 0:40:41hurt yourself, break your foot.
0:40:41 > 0:40:47You would hope that the train company would be a bit more compassionate.
0:40:47 > 0:40:50For anyone travelling by train, the Rip-Off team,
0:40:50 > 0:40:53along with our travel experts, have produced this really,
0:40:53 > 0:40:56really useful leaflet, which gives you fantastic information
0:40:56 > 0:40:59about how you can get the very best deals
0:40:59 > 0:41:03on your train ticket on any of the lines around the country.
0:41:04 > 0:41:06You can find that advice at...
0:41:09 > 0:41:12Or for a hard copy, send a stamped addressed envelope
0:41:12 > 0:41:15to the address we'll give you later in the programme.
0:41:20 > 0:41:22Here at Rip-Off Britain, we're always ready to
0:41:22 > 0:41:26investigate more of your stories, and not just about holidays.
0:41:26 > 0:41:30Confused over your bills or feel you've been paying over the odds?
0:41:30 > 0:41:33I begrudge having to pay that kind of money out.
0:41:33 > 0:41:36Unsure what to do when you discover you've lost out
0:41:36 > 0:41:39and that great deal has ended up costing you money?
0:41:39 > 0:41:42People are buying into this. I did. And are they going to be
0:41:42 > 0:41:45as awkward with them as they were with me?
0:41:45 > 0:41:47You might have a cautionary tale of your own
0:41:47 > 0:41:49and want to share the mistakes you've made with us,
0:41:49 > 0:41:51so that others don't do the same.
0:41:51 > 0:41:54- I'm more wise now, but I was taken in.- Yeah.
0:41:54 > 0:41:56You can write to us at...
0:42:04 > 0:42:06Or send us an e-mail to...
0:42:09 > 0:42:13The Rip-Off team is ready and waiting to investigate your stories.
0:42:17 > 0:42:20Well, I think if you're planning any sort of trip this year,
0:42:20 > 0:42:24we hope that you and anything you take with you makes it safely
0:42:24 > 0:42:27to your destination, without coming a cropper on the way.
0:42:27 > 0:42:31And with any luck, our stories today will have given you a few tips
0:42:31 > 0:42:34on some of the things you'll need to think about
0:42:34 > 0:42:36when you're actually planning the journey.
0:42:36 > 0:42:38It's all about the planning, sometimes.
0:42:38 > 0:42:40Being a dog-lover, the one that really got to me
0:42:40 > 0:42:43was what happened to the family's pet on the ferry crossing
0:42:43 > 0:42:45- we heard about earlier. - That was tragic.
0:42:45 > 0:42:47I can't imagine how you'd cope with that.
0:42:47 > 0:42:49But equally, do keep in mind everything we said
0:42:49 > 0:42:52about the cost of parking or even simply stopping at some airports.
0:42:52 > 0:42:55It really is all too easy to get caught out and, you know,
0:42:55 > 0:42:57the price of that doesn't always come cheap.
0:42:57 > 0:42:59But that's all we've got time for today.
0:42:59 > 0:43:02Do please keep all your stories coming on any subject,
0:43:02 > 0:43:03not just travel.
0:43:03 > 0:43:08This is the place to send them.
0:43:08 > 0:43:12We'll see you again very soon, but for now it's bon voyage -
0:43:12 > 0:43:13and from everyone here...
0:43:13 > 0:43:14ALL: Adios!