Episode 4 Rip Off Britain


Episode 4

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We asked you who's left you feeling ripped off

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when it comes to your holidays,

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and you came back with a catalogue of travel disasters.

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It was absolutely gutting, you know, we just...

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We thought, "That's it, we've lost our money."

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Never in my life have I experienced anything like that.

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It... I wouldn't wish it on anybody.

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So, whether it's a deliberate rip-off,

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a simple mistake or a catch in the small print,

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we'll find out why you're out of pocket,

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and what you can do about it.

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Your stories, your money, this is Rip-Off Britain.

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Hello, and welcome to Rip-Off Britain, where all this week,

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we're bringing a bit of much needed holiday feeling into your homes,

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and that's because we've come to the island of Lanzarote

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for our special series of programmes

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investigating all the things you've told us

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have gone wrong with your travel and holidays.

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Well, I'm sure that many of us would probably say that

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the whole process of planning a trip in the first place

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is actually part of the fun,

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and even when that's just a means to an end, it really is fantastic

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when all the preparations are made and you can start really

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looking forward to everything that you've booked and paid for.

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Provided, that is, that all of your carefully laid plans don't

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suddenly start unravelling before you've even ended up going.

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Bit of a warning there, Angela,

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but I'm afraid our stories today are all situations where, through

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no fault of your own, vital details of your holiday have ended up

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being changed, swapped around or simply just muddled up,

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sometimes right at the last minute, which is utterly infuriating,

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and then you might spend precious days of your trip trying to

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catch up or simply put things right, but certainly

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you'll end up wondering how on earth it is that such fundamental changes

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were ever allowed to happen in the first place.

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Coming up - why getting your money back after a big change

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to your cruise itinerary probably won't be plain sailing.

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You're put in a position where they're not giving you what you've paid for,

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but they aren't giving you time to do anything about it.

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And what should happen when you've booked and paid for your flight,

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but the airline says there isn't a seat for you on the plane?

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It doesn't happen in any other form of business,

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and I don't understand how they think that this is reasonable.

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Now, you wouldn't believe how often we at Rip-Off Britain

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hear from people telling us

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they're desperate to get rid of their time-share.

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Whether it's because of rising maintenance fees,

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or a change of circumstance or ill health,

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they can't make use of them any more.

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But this next story is almost the complete opposite,

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because the time-share owner we're about to meet

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loves the place his family has been going to for decades.

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In fact, he'd like nothing more than to keep going back year after year.

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So, why does it appear that's not going to happen?

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The '80s, a decade of shoulder pads, big hair, ginormous phones,

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and one business in particular was booming - time-share.

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Holiday accommodation shared by multiple owners

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guaranteeing you a couple of weeks in the sun

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at a fixed price in a place you know,

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but just as the fashions have faded,

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so too has the popularity of time-shares.

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Ownership has declined, and many people are now desperately trying

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to get rid of theirs, but that can't be said for Gary Pennington.

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His time-share at the Palm Beach Club in Tenerife has been

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in the family since the '80s, and holds many happy memories for Gary,

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who has owned it personally since 1999.

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I've owned the time-share at Palm Beach Club since my mum died

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and she left it to me in her will.

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The reason we go back there every year is we've made some nice

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friends that stay at Palm Beach the same weeks.

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It's just a nice place to go at that time of year.

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The Palm Beach Club resort in Tenerife is

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something of a landmark in Playa de las Americas.

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On its website, it boasts of a prime beach location

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and facilities that entice guests back year after year,

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including Gary, who's been returning

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for his two weeks there every November.

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So, the apartment is 507, which is on the front of the building.

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It looks out on the beach in front of it out at the Atlantic Ocean.

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It's just a perfect position for me.

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Like many time-shares, this complex is run by a committee,

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which in the case of the Palm Beach Club

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consists of time-share owners

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and a company called Silverpoint, a big name in the industry.

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It's this group of people that decides how to best manage the club,

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from setting the maintenance fees to the servicing of the apartments,

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and Gary's relationship with the committee has been a good one.

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I've always thought the maintenance fees for my studio have

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always been good value for money.

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But in 2014, the committee voted in favour of a decision

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that changed all that.

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As a result of falling revenues, instead of members like Gary

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having fixed weeks and apartments as they'd always done,

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their time-share would instead be transferred

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to what's called a floating system, with no guarantees

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of which apartment they could stay in or when.

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The changes within the club mean

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that my apartment is no longer my apartment.

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My fixed weeks are no longer my fixed weeks.

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I'm expected to enquire, "Can I have such and such an apartment?

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"Can I have such and such a week?"

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On top of that, Silverpoint told Gary that his apartment would

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no longer be part of the time-share scheme.

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Instead, it would be transferred to a holiday company

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to be rented out however they chose.

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As a result, Gary wouldn't be able to stay in the apartment

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ever again under the time-share scheme.

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I couldn't believe it when I was told

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I couldn't use my own apartment.

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It's like someone stealing something from you. That's how I feel.

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And I've had no control over that theft.

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Silverpoint argued that however unhappy Gary might be,

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the changes had been voted through by the committee.

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The company did offer Gary an alternative for his next trip,

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an ocean view apartment on the ninth floor,

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for the same two weeks that he'd always had in November.

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But Gary was reluctant to agree without having seen it.

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And by the time he was able to do that, 13 weeks later,

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it was no longer available.

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So instead Silverpoint offered Gary another apartment,

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on another floor, but this time without a sea view.

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It's much smaller, the outlook isn't the same,

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it wasn't acceptable to me.

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Gary still couldn't understand how Silverpoint could change

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the terms of his time-share so significantly without his agreement.

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Particularly as the paperwork he owns seemed clear to him

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that he was entitled to occupy his apartment for his chosen weeks

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until the year 2036.

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I said, "How can I now no longer own that apartment

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"when I have a deed that says I do for those two weeks?"

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Palm Beach committee's response to my e-mails were

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that's what's going to happen,

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there's nothing that you can do about it.

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Your apartment has gone.

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But Gary had already booked his next trip to Tenerife for November 2014.

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And, seemingly powerless to overturn the committee's decision,

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it seemed this would be the last time

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he'd be staying in his beloved apartment.

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It was a very stressful time, the emotion of not knowing

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whether I was going to be back in my own apartment again,

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the sentimental value of my mum having spent many holidays there.

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Two months later, Gary, as usual, received an annual

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invoice for maintenance fees at the Palm Beach Club.

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But this bill was different.

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Instead of it having my apartment number

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and my weeks number on it, it just said "studio".

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It had no apartment number, it had no weeks on that invoice.

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My feeling was that if I accepted and paid what I considered to be

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an invalid invoice, then the committee would think,

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"Well, yeah, we've managed to get that apartment from them.

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"He's paid the invoice, therefore he accepts the invoice we've said."

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So can the time-share company just change owners' contracts

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part way through? Well, according to the terms and conditions

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that Gary would have had to agree to when he inherited his time-share,

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the Palm Beach Club is entitled to amend part or all

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of the committee's constitution at any time, as long as

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any changes are voted upon and agreed by

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a majority of the committee, which, in this case, they were.

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But international property lawyer Stefano Lucatello believes

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that Gary could challenge the time-share company's decision

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if he can prove that he and the other shareholders

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have been treated unfairly by the committee.

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He has legitimately paid for something, signed up for something,

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used it as he should be using it

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and then these rights are being taken away from him.

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But it seems Gary's situation isn't an isolated one.

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We've heard from other unhappy time-share owners,

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not just at the Palm Beach Club, who've found themselves in similar

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situations with their previously fixed apartments and dates turned

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into either floating weeks or points by the companies they're members of.

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Meanwhile, Gary and several hundred other Palm Beach Club time-share

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owners have formed a pressure group to challenge the decisions made.

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And one of them has gone to court to seek arbitration, hoping to prove

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that the changes to the Palm Beach Club's constitution were unlawful.

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Arbitration is now under way.

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But as this will be the first case of its kind,

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whether it will help Gary get his original apartment back

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remains to be seen.

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When we contacted Silverpoint,

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in a joint response with the company that manages the resort,

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as well as the Palm Beach Club Committee,

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which voted through the decision,

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it told us that while the previous status quo had been enjoyed by

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all parties, in common with other time-share resorts,

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difficult economic circumstances

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had led to difficult decisions having to be made.

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And without these, the Club would most likely have had to be wound up.

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The companies said they've satisfactorily resolved

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matters with other members who'd initially been unhappy

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and that discussions will continue with Gary to find alternative

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accommodation that suits him.

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If that isn't possible, resolution services will be offered.

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But they completely rejected any suggestion that there's been

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a breach of contract, pointing out that

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when Gary purchased his membership of the Palm Beach Club,

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this was always subject to the provisions of the constitution.

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And as changes to that constitution were made

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in a properly conducted process, including an AGM,

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they are binding.

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But Gary, who considered his time-share

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a part of his family's history, remains unconvinced.

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It's like someone saying,

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"Well, I know you own that house but you can't live there any more."

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That is as it felt to me.

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I think all of us agree that sometimes things have to change

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and the holiday that you'd planned for, for whatever reason,

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is no longer feasible.

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But what happens if the change to your plans is a detail

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that was fundamental to you choosing that holiday in the first place?

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Do you just have to grin and bear it or can you actually cancel?

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Well, the couple that we're about to meet feel that the last-minute

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change to the itinerary of the cruise that they had booked

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meant that they ended up with a holiday that they did not want.

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And, as you'll hear, the cruise company didn't agree.

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Ever since the first holiday ocean liners set sail back in 1844,

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cruises have been the perfect way

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to visit several destinations in one trip.

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Often mixing the bright lights of the big city with relaxation

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time on the beach, it's no wonder that every year upwards

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of 1.5 million of us choose life on the ocean waves for our holiday.

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Come on, then, shall we go for a walk?

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And it was the specific mix of destinations that attracted

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Sidney and Janet Foster from Edwinstowe

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to the 16-day trip they booked with Celebrity Cruises.

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Janet saw this cruise advertised in the paper

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and she said, "This is just the perfect cruise."

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We hadn't been to New York

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and I wanted to go to Bermuda as well

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and I just thought, "Well, that's lovely",

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and we more or less booked it straight away.

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The Broadway And Beaches cruise would set sail from Southampton

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and head to New York,

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where it would stop off for two nights

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before heading to the Caribbean island of Bermuda.

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And in November 2014, the couple excitedly arrived in Southampton

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to board the ship.

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But just as they were checking in,

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they were given a letter saying their itinerary had changed.

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We were handed a sheet of paper saying,

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"We have to announce that we have made an important change to the

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"itinerary of your cruise

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"and Bermuda is now not on the cruise."

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The letter explained that due to adverse weather conditions -

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in other words, a storm -

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the ship's course had to be modified.

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Instead of Bermuda, which is a two-day, one-night stay,

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we are doing a seven-hour stop in Madeira

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on the way across to New York.

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Sidney and Janet weren't happy with the very different destination

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that had been substituted

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for the two days they'd been looking forward to on a Bermuda beach.

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So Sidney asked Celebrity Cruises if they could cancel the trip

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and get their money back.

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But Sidney says the company refused.

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So, in fear of losing the £3,500 they'd paid,

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the couple felt they had no choice but to accept the alternative

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itinerary on offer and go on the cruise.

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To drop that on you right at the last minute

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is a bit sort of sharp practice.

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They put you in a position where they're not giving you what you've

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paid for but they aren't giving you time to do anything about it.

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Despite the rocky start, the couple did enjoy their trip.

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But on their return,

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not going to the destination they'd wanted still rankled.

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So Sidney wrote to Celebrity Cruises to explain his frustration.

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I thought somebody somewhere must have known this change

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was going to occur before we actually arrived at Southampton.

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But Celebrity Cruises said the couple wasn't entitled

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to any compensation because, as far as it was concerned,

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the altered itinerary wasn't classed as a major change.

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If they were taking away one of the two major selling points

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of the cruise, then surely that should have been

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classed as a major change

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and not a minor change.

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Celebrity Cruises does state in its terms and conditions that it

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has the right to omit or substitute any port on its itinerary.

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And indeed that this could happen at any

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stage before or during the cruise thanks to a variety of reasons.

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Many other cruise operators will say something similar.

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But, like the Fosters, Janet Mitchell hadn't realised

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the full significance of that

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when she booked her two-week cruise to the Caribbean in November 2014.

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Janet, her partner Gerald and some of their friends chose the trip

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with Thomson because there was one place in particular

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that they'd always wanted to visit.

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I noticed that this particular one

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had the island Antigua on it,

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and when we went on a cruise in 2011,

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that were the one island that I would've liked to have gone to.

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When the holiday came around, the group flew to Barbados,

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where their cruise, island-hopping around the Caribbean, would begin.

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We sailed on the Sunday from Barbados,

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called at various islands,

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and then on the Thursday we docked in St Kitts.

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And the next day,

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we should have been going to Antigua.

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But once back on the liner, ready to head to Antigua,

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the holiday-makers were informed a problem with the engine meant

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they might not be going anywhere for a while.

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They told us they would do an announcement at ten o'clock,

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an announcement came saying that the ship still wasn't fit to sail.

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The problem with the engine meant

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they'd be staying in St Kitts until it was fixed.

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And it was the next afternoon before the ship was finally ready to sail.

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But not to Antigua, the place where they'd been so keen to go.

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Instead it went straight onto the next destination, Dominica.

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It did put a dampener on it because of course we'd missed out Antigua,

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but then we thought, "OK, it's just one of those things,

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"I suppose, not happy with it but not a lot we can do about it."

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Though they were frustrated, after that, as they headed on to Barbados,

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it did seem as if the cruise was getting back on schedule,

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albeit sailing slower and with that vital stop missed out.

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We thought we were back on track with the second week of the cruise

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but then they announced, after the ship had sailed,

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that we wouldn't be going into the next island either.

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Again the boat was changing course, this time missing out Grenada

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and heading straight for Bonaire.

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Janet's 11-stop cruise had been cut back to nine.

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We couldn't understand it were happening again

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because we thought once you were back in Barbados

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and back on track time-wise,

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there were no reason why it should happen.

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Janet knew there could be alterations to the itinerary

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but she hadn't anticipated that might mean that islands

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would be missed out altogether.

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I do understand that changes can be made

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but I expect changes to be made for the better.

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I could see that my friends were a little bit upset about it all.

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It made me feel bad

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because I'm responsible for booking the trip.

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On her return, Janet complained to Thomson,

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but, as with our previous case,

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was told she wasn't entitled to any refund.

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So is she right in thinking that that is unreasonable?

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Travel expert Simon Calder says,

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in fact, where cruises are concerned,

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it can be par for the course.

0:18:510:18:53

Imagine if an ordinary holiday company changed your destination

0:18:530:18:56

and said, "Right, we're going to send you to somewhere else",

0:18:560:18:59

you'd be furious and you'd want some compensation.

0:18:590:19:02

Well, I'm afraid in the special case of cruises,

0:19:020:19:05

it doesn't quite work like that.

0:19:050:19:07

Anything from political turmoil, to bad weather,

0:19:070:19:11

to overcrowded harbours,

0:19:110:19:13

can mean you don't end up where you hoped you would.

0:19:130:19:16

I've been messed around royally on a number of cruises.

0:19:160:19:19

I booked one specifically because I wanted to go

0:19:190:19:22

to the Scilly Isles and I ended up feeling pretty silly in Falmouth,

0:19:220:19:26

where I'd been the year before.

0:19:260:19:28

But when we contacted Thomson Cruises

0:19:280:19:31

about Janet's cruise,

0:19:310:19:32

there was good news.

0:19:320:19:34

While reiterating that the two missed ports were down to

0:19:340:19:37

technical issues and stressing that instances such as this

0:19:370:19:41

are very rare, the company said it was sorry to hear of her experience

0:19:410:19:45

and will now be refunding her a total of £1,000,

0:19:450:19:49

equivalent to £200 per person.

0:19:490:19:52

We also got in touch with Celebrity Cruises about Sidney and Janet's

0:19:530:19:57

case and it told us that during the cruise,

0:19:570:19:59

heavy weather and high seas

0:19:590:20:01

made it necessary for the ship to reduce its overall speed

0:20:010:20:05

to ensure the continued safety and comfort of both guests and crew.

0:20:050:20:10

As a result, it was necessary to change the itinerary,

0:20:100:20:13

and, while it sincerely regrets having to take this action,

0:20:130:20:17

the company pointed out that

0:20:170:20:18

while there are many things it can control,

0:20:180:20:21

unfortunately Mother Nature is not one of them.

0:20:210:20:23

Even so, it has contacted Sidney and Janet to discuss their concerns.

0:20:230:20:29

But Sidney wants others to realise that steering a course

0:20:290:20:33

through your rights and entitlements

0:20:330:20:35

if the details of a cruise holiday change

0:20:350:20:38

may not be quite as straightforward as you think.

0:20:380:20:41

If we'd known beforehand that the cruise wasn't going to Bermuda,

0:20:410:20:46

we wouldn't have booked the cruise.

0:20:460:20:48

To me and Janet, the money we spent on that cruise,

0:20:480:20:51

which was upwards of £3,000,

0:20:510:20:54

we didn't get value for money.

0:20:540:20:55

Still to come on Rip-Off Britain...

0:21:020:21:04

They paid their money in advance

0:21:040:21:05

so why when both these men went to pick up their holiday hire cars

0:21:050:21:09

were they told they couldn't have them?

0:21:090:21:11

I was absolutely stunned and devastated.

0:21:110:21:14

There was no solution offered

0:21:140:21:17

and no suggestion.

0:21:170:21:18

When you've very carefully selected a particular flight

0:21:220:21:24

and booked and paid for your seat, well, it's not unreasonable

0:21:240:21:27

to think that you'll be on the plane that you expected to be.

0:21:270:21:30

But that's not, I'm afraid, always the case.

0:21:300:21:32

It may turn out that your flight is overbooked

0:21:320:21:35

and instead of taking off at the time you'd arranged,

0:21:350:21:37

you may end up being bumped onto another flight altogether.

0:21:370:21:41

But if that does happen, while airlines have to offer you

0:21:410:21:44

an alternative way of getting to your destination,

0:21:440:21:47

it doesn't necessarily mean

0:21:470:21:48

that it's going to be directly comparable,

0:21:480:21:51

or that the process will be as straightforward as you'd hoped.

0:21:510:21:54

Hopping on and off a plane to the Costa del Sol has become

0:21:560:21:59

second nature to Jill Upton.

0:21:590:22:02

Jill and her husband Mark have a property out there,

0:22:030:22:06

and together they've clocked up thousands and thousands of miles

0:22:060:22:09

visiting it as often as they can.

0:22:090:22:11

We always book our flights online - one, for the convenience...

0:22:130:22:16

Obviously we can compare all the different airlines

0:22:160:22:20

and it's usually the easiest way to do it.

0:22:200:22:24

In May 2015 the couple were due to fly out to Spain again

0:22:250:22:30

for an important meeting with their Spanish solicitor

0:22:300:22:32

and, just as they'd done countless times before,

0:22:320:22:35

they expected to be able to check in for their easyJet flight online.

0:22:350:22:39

But this time there was a problem.

0:22:400:22:42

A message came that said there was a seat, 5C, for Mark, my husband,

0:22:420:22:48

but nothing on mine,

0:22:480:22:49

and then the same message appeared again -

0:22:490:22:52

"it's not available, try again later or check in at the airport."

0:22:520:22:56

The couple decided to follow the on-screen advice

0:22:560:22:59

and check in the old-fashioned way, at the airport.

0:22:590:23:02

We decided we'd wait and get to the airport in plenty of time,

0:23:020:23:06

hoping there wouldn't be a problem.

0:23:060:23:09

So, next morning, Jill and Mark arrived at Liverpool Airport,

0:23:090:23:11

more than two hours before their plane was due to take off.

0:23:110:23:15

I decided to go over to customer service.

0:23:150:23:17

That's when the staff informed me that the flight had been overbooked

0:23:170:23:21

and that there was a seat for my husband but there wasn't one for me.

0:23:210:23:24

The couple were dismayed and really frustrated.

0:23:240:23:27

After all, they'd deliberately booked and paid for seats

0:23:270:23:30

on that particular flight,

0:23:300:23:32

but they were now being told that only Mark could fly,

0:23:320:23:35

meaning that Jill might miss that legal meeting in Spain.

0:23:350:23:38

I was really upset.

0:23:400:23:41

It was really important that we were both on that flight that day.

0:23:410:23:44

Um, so I did start to worry at that point.

0:23:440:23:47

Jill and Mark were told that if one of the passengers

0:23:470:23:51

on the overbooked flight didn't turn up,

0:23:510:23:53

Jill could have their seat.

0:23:530:23:56

There were four people who didn't arrive straight away

0:23:560:24:00

so they put a call out, and then, one by one,

0:24:000:24:03

the four people turned up, so the flight was booked,

0:24:030:24:07

it was full.

0:24:070:24:08

With only one seat on the plane, the couple had to make a quick decision,

0:24:080:24:12

either to stay in Liverpool together or Mark would fly to Spain alone.

0:24:120:24:16

There was then a mad panic to try and force my husband

0:24:180:24:22

into making a decision whether he was to get on that flight, or not.

0:24:220:24:26

I was obviously getting upset at that point so he just made

0:24:260:24:29

the decision that he wasn't getting on without me.

0:24:290:24:32

But determined to get out to Spain that day,

0:24:340:24:36

Mark got on his phone immediately and started to look

0:24:360:24:39

for alternative flights.

0:24:390:24:41

When he found one with a different airline,

0:24:410:24:43

flying from not-too-far-away Manchester,

0:24:430:24:46

he asked easyJet to get them both on it.

0:24:460:24:48

We thought, "At least, then...

0:24:490:24:51

"That's great, we're there the same day."

0:24:510:24:53

So we then went back to the customer service and explained this

0:24:530:24:58

to the staff there who told us that wasn't an alternative

0:24:580:25:03

because the flights were £400 each

0:25:030:25:05

and we weren't prepared to pay that.

0:25:050:25:07

easyJet told them that if Mark had got on the original flight,

0:25:070:25:11

they might have paid for Jill

0:25:110:25:13

to take the alternative one from Manchester.

0:25:130:25:15

But, as he hadn't, this was no longer an option.

0:25:150:25:18

To make matters worse, because Mark had refused to fly to

0:25:180:25:22

Spain on his own, he wouldn't be entitled to any compensation.

0:25:220:25:26

Instead, easyJet had another option for the couple.

0:25:270:25:31

We were told that the only alternative flight was

0:25:310:25:36

out of Southend the following day

0:25:360:25:39

and that they would then put us in a taxi there and then,

0:25:390:25:44

put us up in a hotel overnight,

0:25:440:25:45

and then we would fly from Southend the next day.

0:25:450:25:48

With easyJet saying this was the only option,

0:25:500:25:52

Jill and Mark felt they that had no choice

0:25:520:25:54

but to make the four-hour journey from Liverpool to Essex.

0:25:540:25:57

It's a fair distance down to Southend,

0:25:570:26:01

and it's frustrating knowing how many airports that are closer,

0:26:010:26:05

that we virtually had to pass to get to Southend.

0:26:050:26:09

It was exhausting.

0:26:090:26:11

They eventually arrived in Spain 28 hours after the flight

0:26:130:26:17

they'd originally booked and paid for.

0:26:170:26:19

We were only going over for six days initially,

0:26:200:26:24

so, in effect, we lost two days of a six-day break.

0:26:240:26:27

On their return, the couple complained to easyJet once more.

0:26:270:26:31

Jill was offered 400 euros compensation,

0:26:310:26:34

but as Mark hadn't taken that original flight,

0:26:340:26:37

the company again said that he wasn't entitled to anything.

0:26:370:26:40

Now, of course, experiences like these aren't confined

0:26:420:26:44

to just this couple or indeed to any one airline.

0:26:440:26:47

Former British tennis number one Annabel Croft made headlines

0:26:490:26:52

when her family's flight to Portugal was overbooked

0:26:520:26:55

and her daughter had to take a different flight

0:26:550:26:57

late the following night.

0:26:570:27:00

And a quick look online throws up tales

0:27:000:27:02

from other disgruntled passengers who've booked with companies

0:27:020:27:05

right across the industry,

0:27:050:27:07

only to find at check-in that the flight has been overbooked.

0:27:070:27:10

Known as "bumping", airlines often overbook flights to protect

0:27:120:27:15

their revenue if passengers, for example, don't turn up.

0:27:150:27:19

Usually they'll ask for volunteers, but if they don't get them,

0:27:190:27:22

they'll choose people to take another flight.

0:27:220:27:24

Simon Calder explains what actually SHOULD happen next.

0:27:240:27:28

If you are denied boarding a flight, they've got to find you a seat

0:27:280:27:32

on an alternative flight as soon as possible,

0:27:320:27:34

even if that means paying hundreds of pounds to another airline

0:27:340:27:38

to get you onboard.

0:27:380:27:40

What's trickier is if you're travelling with someone else.

0:27:400:27:43

In theory, the airline can say, "No, sorry, Mrs,

0:27:430:27:48

"the fact that we've off-loaded your husband

0:27:480:27:50

"doesn't mean we have to pay YOU any compensation."

0:27:500:27:54

Even so, when we told Simon about Jill's case,

0:27:540:27:57

he wasn't sure that on this occasion easyJet got it quite right.

0:27:570:28:01

easyJet are not convincing me

0:28:030:28:05

that they made every effort to find volunteers not to fly,

0:28:050:28:09

and, frankly, it's a pretty poor show from an airline

0:28:090:28:13

which in the last financial year was earning £19 a second.

0:28:130:28:18

But when we got in touch with easyJet,

0:28:180:28:21

it said its normal overbooking processes WERE followed,

0:28:210:28:24

with appeals at the bag drop and the gate for volunteers

0:28:240:28:27

who would be willing to off-load in return for compensation

0:28:270:28:30

and indeed alternative travel arrangements.

0:28:300:28:34

The airline apologised for any inconvenience but said that,

0:28:340:28:37

with an overbooking rate of around 1%,

0:28:370:28:40

but around 5% of passengers on average failing to show up

0:28:400:28:43

for a flight, it's "extremely rare for easyJet to deny boarding"

0:28:430:28:47

because of overbooking.

0:28:470:28:49

And the company reiterated that Jill WAS compensated.

0:28:490:28:52

But for Jill and Mark, this isn't simply about the money.

0:28:540:28:58

It's the inconvenience, it's the stress,

0:28:580:29:02

it's upsetting.

0:29:020:29:04

You wouldn't dream of arriving at a theatre or a football stadium

0:29:040:29:08

and they'd sold your ticket just in case you didn't show up.

0:29:080:29:12

It doesn't happen in any other form of business

0:29:120:29:15

and I don't understand why they think that this is reasonable.

0:29:150:29:18

Our travel expert Simon Calder

0:29:270:29:29

is sharing his top tips on favourite destinations across the globe.

0:29:290:29:33

This time - Tenerife.

0:29:350:29:37

The cheapest way to get around this perennially popular Canary Island

0:29:370:29:41

is on public transport

0:29:410:29:43

and Simon knows how you can make it an even better deal.

0:29:430:29:47

Bono!

0:29:470:29:48

No, not the well-known Irish rock superstar,

0:29:480:29:52

but this very useful ticket.

0:29:520:29:55

It gets you a 1/3 discount on cash fares on all the buses

0:29:550:29:59

and trams in Tenerife.

0:29:590:30:01

What you do is you buy one for between 15 and 25 euros.

0:30:020:30:07

Every time you get on the bus or the tram,

0:30:070:30:10

you put it in the machine, and it will deduct the appropriate fare.

0:30:100:30:14

What I particularly like about it is the way that you can use it

0:30:140:30:17

multiple times which means that the whole family can travel together.

0:30:170:30:21

And, look, it will even tell you how much you've got left on the ride,

0:30:210:30:26

which means, of course, you can plan future journeys.

0:30:260:30:29

But watch out when you are out and about in the busier resorts,

0:30:310:30:34

especially if you're spotted taking photographs.

0:30:340:30:37

Can I take a look at your camera, please?

0:30:370:30:39

Beware of shopkeepers who seem as keen as mustard

0:30:390:30:43

to give you advice on camera equipment.

0:30:430:30:46

Once they've hooked you in, then you'll be pressured into buying

0:30:460:30:50

all kinds of expensive upgrades and unnecessary extras.

0:30:500:30:54

Even the savviest of tourists have lost thousands of euros.

0:30:540:30:58

So just keep on walking.

0:30:580:31:00

Or instead of shopping, why not join in a taste of the local culture?

0:31:020:31:07

There's a packed calendar of festivities year-round in Tenerife

0:31:070:31:12

and these centuries-old celebrations

0:31:120:31:14

take place in towns and villages right across the island.

0:31:140:31:18

With live music, traditional costumes

0:31:180:31:21

and often samples of things to eat and drink for free,

0:31:210:31:26

well, it would be rude not to, wouldn't it?

0:31:260:31:28

Salud!

0:31:280:31:30

Now, when it comes to booking something online,

0:31:340:31:37

I'm sure very few of us can put our hand on our heart

0:31:370:31:40

and say we really have ALWAYS read all those terms and conditions

0:31:400:31:44

that we so cheerfully click to say we accept.

0:31:440:31:47

But while this next report is a real reminder of what can happen

0:31:470:31:50

if you aren't aware of a vital detail in all that small print,

0:31:500:31:54

there's a lot more to the cases we're about to hear

0:31:540:31:56

than simply that.

0:31:560:31:58

And you can understand why the people we've filmed with

0:31:580:32:00

have been left feeling pretty cheesed off.

0:32:000:32:03

Because although it's easy to say they should have taken more care

0:32:030:32:05

about what they were signing up to,

0:32:050:32:07

in each case there was a fundamental reason why the bookings they made

0:32:070:32:11

should never have been accepted in the first place.

0:32:110:32:14

Two men separated by 62 years

0:32:160:32:19

and almost 200 miles with one thing in common.

0:32:190:32:23

They've both been refused a hire car because of their age.

0:32:230:32:27

Nathan Little from Poole is 18 years old

0:32:300:32:33

and, having passed his driving test the previous December,

0:32:330:32:36

as summer 2015 approached, he and his friends, Harry and Charlie,

0:32:360:32:40

began planning a road trip around France.

0:32:400:32:43

We were planning on getting a car in France

0:32:440:32:47

and driving around Normandy, really,

0:32:470:32:48

and taking a road trip down to Paris for the weekend.

0:32:480:32:51

It was just supposed to be like something we will remember

0:32:510:32:53

when we're older.

0:32:530:32:55

Nathan decided to see if he could hire a car in France,

0:32:550:32:58

even though he'd only passed his test a few months earlier.

0:32:580:33:01

I wasn't really sure I'd be able to get a hire car

0:33:010:33:04

because of my age and how recently I'd passed my test,

0:33:040:33:06

but I was surprised to see Auto Europe offering me a hire car

0:33:060:33:10

with Europcar.

0:33:100:33:12

All it stated was that the minimum driver's age was 18,

0:33:120:33:15

so I thought, "Great!"

0:33:150:33:17

Auto Europe is a website that brings together prices

0:33:170:33:20

and offers from lots of different hire car companies.

0:33:200:33:23

Nathan saw that he'd need to pay a "young driver surcharge"

0:33:230:33:26

that everyone between the ages of 18 to 24 had to pay,

0:33:260:33:31

but there certainly didn't seem to be anything stopping him

0:33:310:33:33

from going ahead with a booking.

0:33:330:33:36

The driver's surcharge is just additional insurance

0:33:360:33:38

for younger drivers.

0:33:380:33:40

You pay it before you pick up the car at the Europcar office.

0:33:400:33:43

The surcharge of 36 euros a day

0:33:430:33:46

would more than double the £141 booking cost

0:33:460:33:50

but, to get on the road, the lads were happy to pay the extra.

0:33:500:33:53

Six weeks later,

0:33:540:33:56

they found themselves in the Europcar office in Cherbourg.

0:33:560:34:00

But when Nathan handed over his booking form and his ID,

0:34:000:34:03

he was met with a reaction he didn't expect.

0:34:030:34:06

The lady basically told me that we couldn't have the car

0:34:060:34:09

because I didn't have enough experience on my licence.

0:34:090:34:11

And she just sent us out the door with no car.

0:34:110:34:15

Nathan was told that anyone hiring a car with Europcar

0:34:160:34:20

must have held their licence for a minimum of 12 months

0:34:200:34:23

and he'd had his for seven.

0:34:230:34:25

But that being the case, Nathan couldn't understand how it was

0:34:250:34:29

that his online booking had been accepted in the first place.

0:34:290:34:32

After all, he had entered the date of birth,

0:34:320:34:36

and agreed to that young person's surcharge.

0:34:360:34:38

Nowhere in that booking process has anything about experience

0:34:380:34:42

been highlighted to me.

0:34:420:34:43

It's not said that this might be an issue.

0:34:430:34:46

Nathan does however admit he didn't read the terms and conditions.

0:34:460:34:51

The terms and conditions aren't even on the booking page,

0:34:510:34:54

you have to go to a separate link to read the terms and conditions.

0:34:540:34:58

I just skipped through and clicked the box like most people do.

0:34:580:35:02

If he had read the small print, Nathan would have discovered that

0:35:020:35:05

Europcar's rule on needing 12 months' driving experience

0:35:050:35:09

was in fact trumped by the terms of his booking with Auto Europe,

0:35:090:35:13

which stated that he must have held his licence for three years

0:35:130:35:16

to pick up the car.

0:35:160:35:18

And yet the site still allows anyone as young as 18 to go through

0:35:180:35:22

the whole booking process, pay that young driver surcharge,

0:35:220:35:25

and believe they've hired a car.

0:35:250:35:28

The first thing you do on the Auto Europe website

0:35:280:35:31

is enter your age and I entered 18 and they had offered me car hire

0:35:310:35:34

which to me signalled that I'd be OK.

0:35:340:35:37

In hindsight, I would've read the terms and conditions more carefully,

0:35:370:35:41

but it's just habit to click accept the terms and conditions.

0:35:410:35:44

And because it allowed him to complete his booking,

0:35:450:35:48

Nathan believes Auto Europe shares the responsibility

0:35:480:35:51

for what happened.

0:35:510:35:53

They knew I was 18.

0:35:530:35:54

I think that should've flagged up on their system that there's

0:35:540:35:58

a high chance I wouldn't have had the licence for three years,

0:35:580:36:01

because, as a UK driving licence holder,

0:36:010:36:04

it's impossible to have held your licence for three years at that age.

0:36:040:36:08

Worse still, the fact that Auto Europe's rule WAS in the Ts and Cs

0:36:080:36:13

meant that Nathan wasn't entitled to a refund on the £141 cost

0:36:130:36:17

of the booking and the friends were forced to turn to public transport.

0:36:170:36:22

We spent a lot more money than we'd thought

0:36:220:36:24

because we had to book the train to Paris,

0:36:240:36:27

which was quite expensive, and we had to pay additional hotels

0:36:270:36:33

because we hadn't planned to be in Cherbourg for the night.

0:36:330:36:36

So is Auto Europe alone in allowing someone

0:36:360:36:39

under the minimum age to book a car?

0:36:390:36:42

Well, we compared Auto Europe's website booking process

0:36:420:36:45

with those of four other well-known car hire brokers.

0:36:450:36:49

Not one of the ones we tested allows you to proceed with a booking

0:36:490:36:52

if you enter an age below their minimum age requirement.

0:36:520:36:56

We also looked at the sites of the top five car hire companies.

0:36:560:37:00

Hertz, Enterprise and Budget all make their age restrictions clear

0:37:000:37:04

during the booking process, although Budget does allow you

0:37:040:37:07

to proceed even if you don't meet the age requirements.

0:37:070:37:11

But you could still get into a muddle on some other sites.

0:37:110:37:14

On the Avis site, for example,

0:37:140:37:16

there seemed to be conflicting information on what age

0:37:160:37:19

you need to be to hire a car.

0:37:190:37:21

And Europcar will let you book a car on your 18th birthday,

0:37:210:37:25

meaning you'd need to have passed your driving test

0:37:250:37:27

the very day you turned 17

0:37:270:37:30

in order to get the full year of experience the company requires.

0:37:300:37:34

But we also discovered that it's not just people new behind the wheel

0:37:340:37:38

who can fall foul of age restrictions when hiring a car.

0:37:380:37:43

80-year-old Malcolm Lethbridge

0:37:430:37:45

has clocked up well over half a century of driving.

0:37:450:37:49

I was 22 years old when I passed my test

0:37:490:37:52

and I still drive regularly every day.

0:37:520:37:56

Malcolm and his wife Sandra have been travelling to the Greek island

0:37:560:37:59

of Kefalonia for the last ten years, and for the last five of those,

0:37:590:38:03

Malcolm has hired a car with Europcar.

0:38:030:38:06

This year, the couple paid £410.87 for two weeks' car hire,

0:38:060:38:12

but while he was booking,

0:38:120:38:13

Malcolm noticed something he'd not seen before.

0:38:130:38:16

At 80, he was too old to hire a car in Greece with Europcar

0:38:160:38:21

and, in fact, he had been for the past five years.

0:38:210:38:24

But because the site let him book this year's trip

0:38:240:38:27

and there'd been no issues on his previous ones

0:38:270:38:29

he didn't question it.

0:38:290:38:31

I know people that will say, "Idiot, you're over 75,

0:38:310:38:34

"you shouldn't have rented it,"

0:38:340:38:36

but having rented it for the last five years,

0:38:360:38:40

one would assume on that basis

0:38:400:38:42

that it is just small print that is put there but is ignored.

0:38:420:38:49

Well, it has certainly been for the last five years.

0:38:490:38:52

But this time, when Malcolm and Sandra went to collect their car

0:38:520:38:55

after landing in Kefalonia, they were told they couldn't have it.

0:38:550:38:59

I said, "Why?"

0:39:000:39:02

He said, "You're too old."

0:39:020:39:04

And I said, "Well, you've accepted my money

0:39:040:39:08

"and you've accepted my booking -

0:39:080:39:09

"how can you say that I can't have the car because I'm too old?

0:39:090:39:14

"It's been bought and paid for."

0:39:140:39:17

He said, "No, you can't have it."

0:39:170:39:19

After making little progress, Malcolm asked for a refund,

0:39:190:39:23

hoping he could book with another hire company.

0:39:230:39:26

He was told that simply wasn't possible.

0:39:260:39:29

There was no solution offered,

0:39:290:39:32

no suggestion whatever,

0:39:320:39:35

and I was absolutely stunned and devastated.

0:39:350:39:38

The couple took a taxi to their hotel, and, a few days later,

0:39:380:39:42

they were able to hire a car with a local firm in Sandra's name.

0:39:420:39:46

But they were still determined to get their £410 back from Europcar.

0:39:460:39:51

And when they returned home,

0:39:510:39:53

Europcar DID give Malcolm a refund as a gesture of goodwill.

0:39:530:39:57

When we contacted Europcar,

0:39:570:39:59

it stressed that customers are required to read

0:39:590:40:02

and accept the terms and conditions during the booking process

0:40:020:40:05

and that these "clearly state the upper age limit" for Greece.

0:40:050:40:09

The company also told us that Europcar Greece had advised Malcolm

0:40:090:40:14

the previous year that he would not be able to book

0:40:140:40:16

with the company again due to his age,

0:40:160:40:19

something Malcolm emphatically denies.

0:40:190:40:22

And when we asked Europcar about Nathan's booking,

0:40:220:40:24

it couldn't comment as having booked through the website

0:40:240:40:27

of a different company, Auto Europe,

0:40:270:40:29

he was bound by that company's terms and conditions.

0:40:290:40:33

So we got in touch with Auto Europe, who explained that the reason

0:40:330:40:36

its site allows drivers to book cars in France from the age of 18,

0:40:360:40:40

despite its own three-year minimum licence rule,

0:40:400:40:44

is because in France it's possible to have a driver's licence

0:40:440:40:47

at the age of 15.

0:40:470:40:49

It said the booking agent's decision not to allow Nathan to pick up

0:40:490:40:53

the car "probably seemed reasonable at the time",

0:40:530:40:56

given the company's Ts and Cs.

0:40:560:40:58

But it agreed it "should not have allowed the booking"

0:40:580:41:01

to be processed from the UK in the first place

0:41:010:41:04

and said it will now change its terms and conditions

0:41:040:41:06

relating to UK bookings for rental in France,

0:41:060:41:09

raising the minimum pick-up age to 20.

0:41:090:41:13

Even better, because of Nathan's "poor experience", Auto Europe says

0:41:130:41:17

it will be refunding the money he's paid in full.

0:41:170:41:21

That's a good result.

0:41:230:41:25

But whether you're 18 like Nathan or 80 like Malcolm,

0:41:250:41:29

both men's stories show how vital it can be to thoroughly read

0:41:290:41:33

those terms and conditions before clicking to say you accept them.

0:41:330:41:37

I've definitely learnt to read the terms and conditions

0:41:370:41:39

on everything you buy. I do it on pretty much everything now.

0:41:390:41:43

If you've got a story that you'd like us to investigate,

0:41:480:41:51

you can get in touch with us via our Facebook page - BBC Rip-Off Britain.

0:41:510:41:56

Our website is bbc.co.uk/ripoffbritain

0:41:560:42:01

Or you can e-mail us at...

0:42:010:42:06

Or if you'd rather send us a letter, then our address is...

0:42:060:42:10

Well, I know I'd be absolutely hopping mad

0:42:230:42:26

if someone told me at the last minute my holiday had been changed.

0:42:260:42:29

And it's no wonder really that the people we've heard from today

0:42:290:42:32

feel it's unfair that what they thought they'd booked and paid for

0:42:320:42:35

-wasn't what they got.

-I think we'd all agree with that, Julia.

0:42:350:42:38

And, you know, when it seems the goalposts have been moved

0:42:380:42:42

and there's absolutely nothing you can do about it,

0:42:420:42:44

that is so frustrating.

0:42:440:42:46

Especially if at the time you're already abroad

0:42:460:42:48

and perhaps having to struggle with a language barrier.

0:42:480:42:51

That really makes things twice as hard to sort out.

0:42:510:42:53

So I'm absolutely delighted that at least in some of those cases

0:42:530:42:56

we have been able to get things resolved, Gloria.

0:42:560:42:58

After all, that's what we're here for.

0:42:580:43:00

And, of course, we also want to give advice and information

0:43:000:43:03

so that you'll know what to do

0:43:030:43:04

if the same type of thing happens to you.

0:43:040:43:06

I'm afraid that's where we have to leave it for this programme

0:43:060:43:09

but I do hope that if you're planning a trip anywhere soon,

0:43:090:43:12

that we've been able to give you some tips to keep in mind

0:43:120:43:14

so that your holiday turns out exactly the way you'd planned it.

0:43:140:43:18

-So from all of us here in Lanzarote, bye-bye.

-Bye-bye.

-Bye.

0:43:180:43:21

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