0:00:02 > 0:00:04We asked you who has left you feeling ripped off
0:00:04 > 0:00:06when it comes to your holidays.
0:00:06 > 0:00:10And you came back with a catalogue of travel disasters.
0:00:10 > 0:00:13It was a nightmare. That particular day was a nightmare.
0:00:13 > 0:00:16First impressions when we walked in was,
0:00:16 > 0:00:18"What have we booked? What have we paid for?"
0:00:18 > 0:00:20It was...it was disgusting.
0:00:20 > 0:00:23So, whether it's a deliberate rip-off, a simple mistake,
0:00:23 > 0:00:27or a catch in the small print, we'll find out why you're out of pocket
0:00:27 > 0:00:29and what you can do about it.
0:00:31 > 0:00:33Your stories, your money.
0:00:33 > 0:00:34This is Rip-Off Britain.
0:00:36 > 0:00:40Hello and welcome to Rip-Off Britain from the sunny island of Lanzarote.
0:00:40 > 0:00:42Now, on this series we're investigating stories
0:00:42 > 0:00:45that you've sent us about holidays and travel.
0:00:45 > 0:00:48And today, although we're looking into a real mix of situations,
0:00:48 > 0:00:50they all have a common theme -
0:00:50 > 0:00:52there's something about each and every one of them
0:00:52 > 0:00:54that feels especially unfair.
0:00:54 > 0:00:57And in one case in particular, the effect is truly shocking.
0:00:57 > 0:01:00It involved a tremendous amount of grief and stress.
0:01:00 > 0:01:02Although, as you will see,
0:01:02 > 0:01:05there does at last appear to be hope on the horizon.
0:01:05 > 0:01:07But all the people that we'll be hearing from
0:01:07 > 0:01:10would say that through no fault of their own,
0:01:10 > 0:01:11they've ended up in situations
0:01:11 > 0:01:15where the odds have been unreasonably stacked against them,
0:01:15 > 0:01:19whether that's because of who they are or even where they live.
0:01:19 > 0:01:22And though that's sometimes left them out of pocket,
0:01:22 > 0:01:25we'll have the advice that you need to make sure
0:01:25 > 0:01:28that the same thing doesn't happen to you.
0:01:29 > 0:01:30Coming up...
0:01:30 > 0:01:32The couple left living in their garage
0:01:32 > 0:01:37after their dream home in the sun was suddenly demolished.
0:01:37 > 0:01:40It was like somebody hitting you over the head with a hammer.
0:01:40 > 0:01:43You know, everything you'd sort of worked for all your life
0:01:43 > 0:01:46within ten seconds is going to be taken away.
0:01:46 > 0:01:51And could your holiday be cheaper if you book it from abroad?
0:01:51 > 0:01:54I can't possibly see a genuine reason
0:01:54 > 0:02:01why a product should cost £1,600 more in one country to another.
0:02:03 > 0:02:07It's estimated that over two million Brits moved abroad
0:02:07 > 0:02:10during the property boom in the early 2000s.
0:02:10 > 0:02:13And whilst chasing the dream of a place in the sun
0:02:13 > 0:02:14was plain sailing for many,
0:02:14 > 0:02:17I'm afraid it was quite the opposite for others.
0:02:17 > 0:02:20Unfamiliar planning laws, unscrupulous developers,
0:02:20 > 0:02:24or even corrupt local officials, could turn those dreams into dust.
0:02:24 > 0:02:27And what's more, because the people we're about to hear from
0:02:27 > 0:02:30poured everything they had into their properties abroad,
0:02:30 > 0:02:34they have been left tens of thousands of pounds out of pocket.
0:02:34 > 0:02:38And, in one case, with absolutely nothing to show for it.
0:02:41 > 0:02:45Beautiful scenery, great beaches and lively resorts,
0:02:45 > 0:02:49so it's easy to see why Bulgaria became such a prime spot
0:02:49 > 0:02:52for anyone investing in property abroad.
0:02:52 > 0:02:54And the rock-bottom property prices around 2005
0:02:54 > 0:02:58were what drew in people like Phil Newport.
0:03:00 > 0:03:05It's been advertised as the next big thing in property investment.
0:03:05 > 0:03:08It seemed like a good choice to me.
0:03:08 > 0:03:11Phil fell in love with an off-plan luxury development
0:03:11 > 0:03:13called the Golden Pearl.
0:03:13 > 0:03:16Located on the Black Sea coastline
0:03:16 > 0:03:19near the picturesque Strandzha National Park.
0:03:19 > 0:03:21The type of property I was looking at
0:03:21 > 0:03:25was, like, a one-bedroom apartment on the coast, which it was.
0:03:25 > 0:03:28All the brochures looked superb.
0:03:28 > 0:03:31It looked like a quality development.
0:03:31 > 0:03:33Big kick. Wow!
0:03:33 > 0:03:36Phil extended his mortgage at home in the UK
0:03:36 > 0:03:39to cover the £43,000 cost of the apartment
0:03:39 > 0:03:41and went looking for a Bulgarian solicitor
0:03:41 > 0:03:44to help with the purchase.
0:03:44 > 0:03:46But the London-based sales agent he was buying through
0:03:46 > 0:03:49persuaded him that he didn't really need legal help.
0:03:51 > 0:03:55I was told by the agent that it really wasn't worth doing.
0:03:55 > 0:03:59He'd already sold numerous properties on that development
0:03:59 > 0:04:04who had used solicitors, who said the contracts were superb,
0:04:04 > 0:04:07so I decided not to do it at that time.
0:04:10 > 0:04:11Over the next few months,
0:04:11 > 0:04:14Phil made two payments totalling more than £20,000,
0:04:14 > 0:04:17almost half of the cost of his new apartment.
0:04:17 > 0:04:20But in the summer of 2005,
0:04:20 > 0:04:23he discovered that building work had slowed down considerably.
0:04:25 > 0:04:27I was a bit shocked at that stage
0:04:27 > 0:04:31to see that it wasn't anywhere near as advanced as I expected.
0:04:31 > 0:04:33Phil was told there was a dispute
0:04:33 > 0:04:37over the legality of building on this particular site
0:04:37 > 0:04:40and construction had stopped whilst it was resolved.
0:04:40 > 0:04:45And the agent was always saying, "Oh, this is typical Bulgaria,
0:04:45 > 0:04:48"building works are always behind schedule." And stuff like that.
0:04:50 > 0:04:52As the planning dispute raged,
0:04:52 > 0:04:55work stopped, started, and then stopped again.
0:04:55 > 0:04:58Until finally in 2007,
0:04:58 > 0:05:03Phil discovered that the building permit had been withdrawn completely.
0:05:03 > 0:05:07I found the whole thing really quite frustrating.
0:05:07 > 0:05:08I had a lot of sleepless nights.
0:05:08 > 0:05:11You know, it's a lot of money that's been invested.
0:05:11 > 0:05:14And it was quite a struggle at the time.
0:05:14 > 0:05:18In the years that followed, Phil and dozens of other investors
0:05:18 > 0:05:20tried in vain to get their money back.
0:05:20 > 0:05:23But when the company he'd bought from was dissolved,
0:05:23 > 0:05:27he just knew that there was little chance of that happening for him.
0:05:27 > 0:05:30Then in April 2012, the bulldozers moved in
0:05:30 > 0:05:34and demolished the Golden Pearl apartments.
0:05:34 > 0:05:36It was absolutely gutting.
0:05:36 > 0:05:38We thought, "That's it, we've lost our money."
0:05:38 > 0:05:40I'd remortgaged the house,
0:05:40 > 0:05:44I was going to be paying this money back on my mortgage
0:05:44 > 0:05:46for a number of years to come.
0:05:46 > 0:05:50And, you know, I was really sickened by the whole thing.
0:05:50 > 0:05:52Sadly, Phil's story isn't unique,
0:05:52 > 0:05:55thousands of people who bought homes in the sun
0:05:55 > 0:05:57in the property boom of the early 2000s
0:05:57 > 0:06:00came to regret it after discovering the hard way
0:06:00 > 0:06:04that oversees planning laws can be very, very different to those at home.
0:06:04 > 0:06:10And that was particularly true in the country that more Brits chose for their sunshine escape than any other,
0:06:10 > 0:06:11in other words, Spain.
0:06:11 > 0:06:13There the planning laws are often confusing
0:06:13 > 0:06:18and at that time were very regularly ignored by profit-hungry developers.
0:06:20 > 0:06:25In the region of Andalusia alone, it's estimated that 300,000 homes
0:06:25 > 0:06:28were built without planning permission and local authorities
0:06:28 > 0:06:30sought to clamp down on it
0:06:30 > 0:06:34by demolishing any buildings constructed illegally.
0:06:34 > 0:06:37But even when all the planning laws had been followed to the letter,
0:06:37 > 0:06:40there have still been cases where Spanish authorities
0:06:40 > 0:06:43have demanded that properties be pulled down.
0:06:45 > 0:06:47In 2002, Len and Helen Prior
0:06:47 > 0:06:50bought some land in the Andalusian town of Vera,
0:06:50 > 0:06:53where they built their dream retirement villa.
0:06:53 > 0:06:54They called it Tranquilidad,
0:06:54 > 0:06:57which is really Spanish for "tranquillity".
0:06:57 > 0:07:00It was three-bedroomed, two-bathroomed.
0:07:00 > 0:07:03You know, it was just everything we wanted.
0:07:03 > 0:07:05The family came out twice a year,
0:07:05 > 0:07:08friends came out to visit, it was just fantastic.
0:07:08 > 0:07:10When we caught up with Len,
0:07:10 > 0:07:14he was on a rare visit to the UK to see his daughter, Susie,
0:07:14 > 0:07:17who was a regular visitor to the villa with her family.
0:07:17 > 0:07:19- Hi!- Hiya!
0:07:19 > 0:07:21The villa was gorgeous.
0:07:21 > 0:07:26The kids literally were in the pool from the minute they got up in morning till they came in...
0:07:26 > 0:07:28eventually came in at night-time.
0:07:28 > 0:07:32Erm, it was...it was just an ideal holiday, really.
0:07:33 > 0:07:36Len and Helen's retirement in the sun was pretty much perfect
0:07:36 > 0:07:39until two years after the house was finished.
0:07:39 > 0:07:42The couple then received a letter from the town hall
0:07:42 > 0:07:44with some devastating news.
0:07:44 > 0:07:46They were told that the planning permissions
0:07:46 > 0:07:48they'd secured before their house was built
0:07:48 > 0:07:51had been revoked by the regional government of Andalusia,
0:07:51 > 0:07:56and, as a result, the house had to be demolished.
0:07:56 > 0:07:59It was like somebody hitting you over the head with a hammer.
0:07:59 > 0:08:03You know, everything you'd sort of worked for all your life
0:08:03 > 0:08:06within ten seconds is going to be taken away.
0:08:09 > 0:08:11Convinced that the house was legal
0:08:11 > 0:08:14and that all the necessary rules had been followed to the letter,
0:08:14 > 0:08:17the couple applied to have the demolition stopped.
0:08:17 > 0:08:20But while their legal case was still rumbling on,
0:08:20 > 0:08:24Len and Helen woke up one morning and noticed that something was wrong.
0:08:25 > 0:08:28I went downstairs, turned the tap on, there was no water.
0:08:28 > 0:08:30Put the electric on, no electric.
0:08:30 > 0:08:32And I looked out the window
0:08:32 > 0:08:37and there was police and lorries and JCBs everywhere.
0:08:37 > 0:08:39And then we thought, "This is it,
0:08:39 > 0:08:42"they're definitely going to knock it down."
0:08:42 > 0:08:44The Priors were given just a matter of hours
0:08:44 > 0:08:46to get all their belongings out of the house
0:08:46 > 0:08:49before it would be demolished.
0:08:49 > 0:08:53But in the midst of the chaos, things suddenly got even more serious,
0:08:53 > 0:08:56and what happened next was all captured on camera.
0:09:00 > 0:09:02I just collapsed.
0:09:04 > 0:09:07I'd never had that happen to me in me life.
0:09:07 > 0:09:10The ambulance came, took me away to the hospital,
0:09:10 > 0:09:13and they told me under no circumstances
0:09:13 > 0:09:15am I allowed to go back to the house.
0:09:15 > 0:09:18Cos they said, "It'd probably be fatal if you did."
0:09:18 > 0:09:20Back at the house, the bulldozers
0:09:20 > 0:09:24began tearing the Prior's dream retirement villa to pieces.
0:09:24 > 0:09:28All that was left was the garage and the swimming pool.
0:09:28 > 0:09:31Nothing seems real, you're sort of walking around in a daze
0:09:31 > 0:09:35for sort of 20 minutes before it actually hits you.
0:09:35 > 0:09:38Seven years later, Len and Helen
0:09:38 > 0:09:40still can't quite believe what happened,
0:09:40 > 0:09:44and they've no clearer idea why their house was destroyed.
0:09:44 > 0:09:47There was about five different reasons that they gave.
0:09:47 > 0:09:49We've never actually found out
0:09:49 > 0:09:53the real reason why it was knocked down.
0:09:53 > 0:09:55And with their dream villa demolished,
0:09:55 > 0:09:59their only option has been to convert its garage into living quarters.
0:09:59 > 0:10:06We're using farm water to wash up, to wash in, to shower in.
0:10:06 > 0:10:09Our electric comes from a friend of ours and we've got a generator.
0:10:09 > 0:10:13It's not...ideal, not for two old age pensioners anyway.
0:10:14 > 0:10:16And it's from their garage
0:10:16 > 0:10:19that they're fighting to get compensation from Vera Council
0:10:19 > 0:10:22for the hundreds of thousands of euros that they've lost.
0:10:23 > 0:10:26In recent years, they've been edging slowly closer
0:10:26 > 0:10:28to what they hope will be a victory.
0:10:28 > 0:10:31Len says that in 2013, the lawyer told them
0:10:31 > 0:10:34that their villa was built completely legally
0:10:34 > 0:10:38and that the planning permission should never, ever have been revoked.
0:10:38 > 0:10:40But that's obviously come far too late.
0:10:41 > 0:10:43Shocking as Len and Helen's case is,
0:10:43 > 0:10:46there are others in exactly the same position.
0:10:46 > 0:10:48Indeed, so many that the Spanish authorities
0:10:48 > 0:10:52have now passed new legislation to tackle the problem.
0:10:52 > 0:10:53From October 2015,
0:10:53 > 0:10:58people like Helen and Len whose homes are to be forcibly demolished
0:10:58 > 0:11:03because planning permission was not in place or was revoked, but who bought their property in good faith,
0:11:03 > 0:11:06should be entitled to compensation.
0:11:06 > 0:11:10And that's something that international property lawyer Stefano Locatello
0:11:10 > 0:11:15thinks is long overdue for anyone who finds themselves in the same boat.
0:11:15 > 0:11:18The new legislation says that if you build your property
0:11:18 > 0:11:22with the correct planning permissions and licences
0:11:22 > 0:11:26and subsequently that planning permission or those licences are revoked,
0:11:26 > 0:11:30then you are entitled as long as you've done that in good faith
0:11:30 > 0:11:32to be paid moral damages.
0:11:32 > 0:11:35The extent of moral damages we don't know yet,
0:11:35 > 0:11:38it could be the full value of your property or it could be a token payment.
0:11:38 > 0:11:44What's more, the new legislation says that if you are entitled to compensation in future,
0:11:44 > 0:11:49these damages should be paid in full BEFORE the bulldozers move in.
0:11:49 > 0:11:53It's as yet unclear whether the law will apply retrospectively
0:11:53 > 0:11:55and therefore help Len and Helen.
0:11:55 > 0:12:01But although Stefano thinks that in their case, the couple did everything right when building their home,
0:12:01 > 0:12:05he says that not all Brits buying homes abroad have been as diligent.
0:12:07 > 0:12:11Unfortunately, people when they go abroad and they're in the mood for buying,
0:12:11 > 0:12:13they forget their common sense at the airport.
0:12:13 > 0:12:17The concepts of international law, international property law especially,
0:12:17 > 0:12:20are completely different to those we have in the United Kingdom or English law.
0:12:20 > 0:12:25So you must have a lawyer who is qualified in that jurisdiction to help you.
0:12:25 > 0:12:29Meanwhile, Len and Helen are still living in their converted garage
0:12:29 > 0:12:32hoping that the way to get back some of what they've lost,
0:12:32 > 0:12:37which they estimate, by the way, to be almost 700,000 euros,
0:12:37 > 0:12:40won't take as long as their battle through the courts.
0:12:40 > 0:12:43If we get compensation and we get the licence back,
0:12:43 > 0:12:48do we really want a house built here or do we want to move somewhere else in Spain?
0:12:48 > 0:12:50I don't think we would move from Spain.
0:12:50 > 0:12:53I mean, you know, it's our home now anyway.
0:12:58 > 0:13:02We may not like it, but we've all had to accept over the years
0:13:02 > 0:13:05that the price you pay for holidays and flights
0:13:05 > 0:13:07can go up and down according to demand.
0:13:07 > 0:13:10And, of course, anyone taking their kids away in the school holidays
0:13:10 > 0:13:13will know only too well just how much those costs can vary.
0:13:13 > 0:13:16But would you expect to pay a different price
0:13:16 > 0:13:19for a holiday based on where you live
0:13:19 > 0:13:22or indeed from which country you've actually booked it?
0:13:22 > 0:13:26You might, not unreasonably, feel rather hacked off to discover
0:13:26 > 0:13:29that a family that lives in a different country
0:13:29 > 0:13:33is able to book exactly the same holiday for a lot less.
0:13:33 > 0:13:35Well, that can and does happen.
0:13:35 > 0:13:38Indeed, you may have seen the outraged reports in the press
0:13:38 > 0:13:41about how much extra you might sometimes have to pay
0:13:41 > 0:13:45to book from the UK for Disneyland Paris.
0:13:45 > 0:13:48But don't worry, because we've found a way around that one.
0:13:48 > 0:13:52So listen up, because this next film really could save you some money.
0:13:53 > 0:13:56Ever since June and Stephen Pedley
0:13:56 > 0:14:00went on their first cruise ten years ago, they've been hooked.
0:14:00 > 0:14:02We really like going on cruises
0:14:02 > 0:14:05because of the variety of places that you see.
0:14:05 > 0:14:09The ships themselves are just absolutely lovely.
0:14:09 > 0:14:12And when we want quiet time, we can just go and sit on our balcony
0:14:12 > 0:14:14and watched the sea go by.
0:14:14 > 0:14:16It's just wonderful.
0:14:16 > 0:14:19And in March 2014,
0:14:19 > 0:14:23June and Stephen started planning their most ambitious cruise yet.
0:14:23 > 0:14:27It would be the highlight of a two-month trip to Australia and New Zealand,
0:14:27 > 0:14:29stopping off to see friends in Tasmania.
0:14:29 > 0:14:31As a once-in-a-lifetime experience,
0:14:31 > 0:14:34they wanted the cruise to be with a company they knew,
0:14:34 > 0:14:36trusted and loved.
0:14:38 > 0:14:40'Princess Cruises - come back new.'
0:14:42 > 0:14:44Princess became my favourite
0:14:44 > 0:14:48because it was the first cruise liner that I went on.
0:14:48 > 0:14:52Everything was just amazing.
0:14:52 > 0:14:56And when June told her Australian friends, Maxine and Shane,
0:14:56 > 0:15:00that she was planning a cruise as part of their big trip down under,
0:15:00 > 0:15:03the couple jumped at the chance of joining them on board.
0:15:05 > 0:15:07Maxine said straightaway,
0:15:07 > 0:15:09"Oh, if you're going on a New Zealand cruise, I want to go.
0:15:09 > 0:15:11"I've never been on one."
0:15:11 > 0:15:13She was quite excited when we were talking about it.
0:15:13 > 0:15:16June found the ideal cruise,
0:15:16 > 0:15:20setting sail from Melbourne in February 2015.
0:15:22 > 0:15:26June and Stephen paid the £4,556 cost
0:15:26 > 0:15:29and then sent all the details to Maxine and Shane.
0:15:30 > 0:15:35Maxine actually managed to get the cabin right next door to us,
0:15:35 > 0:15:39which we were all thrilled to bits about.
0:15:39 > 0:15:42The only difference between theirs and ours
0:15:42 > 0:15:46was that I booked ours here in the United Kingdom
0:15:46 > 0:15:50and Maxine and Shane booked theirs in Australia.
0:15:52 > 0:15:5411 months later, in January 2015,
0:15:54 > 0:15:57June and Stephen flew to Australia.
0:15:57 > 0:16:00They spent a few days with Maxine and Shane
0:16:00 > 0:16:03before they were due to board the cruise in Melbourne.
0:16:03 > 0:16:08But before they left, June caught a glimpse of Maxine and Shane's paperwork,
0:16:08 > 0:16:11and she was shocked to discover that their Australian friends
0:16:11 > 0:16:16had paid significantly less than they had for exactly the same cruise.
0:16:16 > 0:16:20Shane was in the office printing his paperwork off
0:16:20 > 0:16:22and I took my paperwork into him
0:16:22 > 0:16:25so that he could print them all off together.
0:16:25 > 0:16:29I just glanced at it, was a little shocked.
0:16:30 > 0:16:35June and Stephen had paid £4,556 for their cruise,
0:16:35 > 0:16:39but within 24 hours Maxine had booked the cabin next door
0:16:39 > 0:16:42for AU5,858,
0:16:42 > 0:16:47the equivalent of £2,973 at the time.
0:16:47 > 0:16:51So, even allowing for the fact that both couples
0:16:51 > 0:16:53booked through different travel agents
0:16:53 > 0:16:56who'd most likely take their own different commission,
0:16:56 > 0:17:00June and Stephen ended up paying almost £1,600 more
0:17:00 > 0:17:02than their Australian friends.
0:17:02 > 0:17:04I was totally stunned.
0:17:05 > 0:17:08I couldn't understand, really,
0:17:08 > 0:17:11why we should be charged a different price.
0:17:11 > 0:17:17It was the identical product booked within 24 hours.
0:17:17 > 0:17:21The cabins, identical, next door to each other.
0:17:21 > 0:17:26When they got home, smarting at the difference in price,
0:17:26 > 0:17:29June wrote to Princess Cruises.
0:17:29 > 0:17:31I just wanted clarification.
0:17:31 > 0:17:35"Please explain to me why you feel
0:17:35 > 0:17:38"that British people need to pay more
0:17:38 > 0:17:43"than Australian people pay for the identical product?"
0:17:43 > 0:17:44That was all I was asking.
0:17:44 > 0:17:49The company responded, saying that among other things,
0:17:49 > 0:17:52the price was influenced by how many tickets were allotted
0:17:52 > 0:17:56to each country and how big demand had been from there in the past.
0:17:56 > 0:17:59But June and Stephen weren't happy with that.
0:17:59 > 0:18:02They didn't really answer the questions.
0:18:02 > 0:18:05I can't possibly see a genuine reason
0:18:05 > 0:18:12why a product should cost £1,600 more in one country to another.
0:18:12 > 0:18:16We asked Princess Cruises to explain the discrepancy in the prices
0:18:16 > 0:18:19that June and Stephen and Maxine and Shane had paid.
0:18:19 > 0:18:22The company reiterated that both couples
0:18:22 > 0:18:26booked through travel agents rather than with Princess Cruises directly,
0:18:26 > 0:18:29explaining that prices offered by agents will often...
0:18:31 > 0:18:34..available throughout the booking period...
0:18:36 > 0:18:38But it said it will be getting in touch
0:18:38 > 0:18:41with June and Stephen to discuss their concerns.
0:18:45 > 0:18:48But this particular cruise isn't the only type of holiday booking
0:18:48 > 0:18:53where the cost can vary depending on the country from which it's booked.
0:18:53 > 0:18:55The same is true of other cruises.
0:18:55 > 0:18:57And in the summer of 2014,
0:18:57 > 0:19:01the European Commission wrote to several car hire firms
0:19:01 > 0:19:03to demand that they stop what it called
0:19:03 > 0:19:05"discriminatory pricing practice".
0:19:05 > 0:19:10However, perhaps the most widely reported example of this came in the summer of 2015,
0:19:10 > 0:19:13when Disneyland Paris faced a pricing probe
0:19:13 > 0:19:15by the European Commission
0:19:15 > 0:19:18following accusations that UK and German customers
0:19:18 > 0:19:21were being frozen out of certain price promotions.
0:19:21 > 0:19:25One national newspaper claimed that people in the UK
0:19:25 > 0:19:28were paying 15% more for one-day tickets.
0:19:28 > 0:19:30So we thought we'd test that out.
0:19:30 > 0:19:34And when we checked, it was definitely the case
0:19:34 > 0:19:37that a family booking online in France
0:19:37 > 0:19:40could pay significantly less than a family booking in the UK.
0:19:45 > 0:19:49We compared the price of an identical midweek break at Disneyland Paris
0:19:49 > 0:19:55with hotel and theme-park tickets for a family of four at the end of October.
0:19:55 > 0:19:58The British website said the trip would cost...
0:19:59 > 0:20:02But booking it through the French site, it would have been...
0:20:04 > 0:20:09..which works out around £170 less for exactly the same break.
0:20:09 > 0:20:12A midweek break in January
0:20:12 > 0:20:16would be almost £35 more if booked using the UK site.
0:20:16 > 0:20:19And a weekend break in February was around...
0:20:19 > 0:20:23if booked from the UK.
0:20:23 > 0:20:26Of the five prices we checked,
0:20:26 > 0:20:30only one would have worked out cheaper if it was booked in the UK rather than in France.
0:20:30 > 0:20:33It was a three-night weekend break in November,
0:20:33 > 0:20:35which would have been just under...
0:20:35 > 0:20:38for the whole family.
0:20:38 > 0:20:43While there's nothing to stop companies having different offers in different countries,
0:20:43 > 0:20:47EU laws mean that consumers should not be discriminated against
0:20:47 > 0:20:51based on nationality unless there are justified reasons,
0:20:51 > 0:20:55such as seasonal fluctuations in demand or different holiday periods.
0:20:55 > 0:20:58Consumers should certainly search and research
0:20:58 > 0:21:00exactly what options are available.
0:21:00 > 0:21:03If they find competitive rates on different sites,
0:21:03 > 0:21:06they can try and book. If they're blocked for any reason,
0:21:06 > 0:21:08contact the company, make their complaint known,
0:21:08 > 0:21:11and ask the company to justify why the pricing is different.
0:21:11 > 0:21:14So we took Laura's advice.
0:21:14 > 0:21:19One of our team rang the UK call centre for Disneyland Paris
0:21:19 > 0:21:21and asked if we could benefit from the lower prices
0:21:21 > 0:21:24that someone booking from France would get?
0:21:24 > 0:21:26And, sure enough, they said, "Yes".
0:21:26 > 0:21:30And they gave us the number of the French booking line.
0:21:30 > 0:21:33And in the end, a long weekend break that would have cost us...
0:21:35 > 0:21:38..if we'd just gone ahead and booked it on the British website,
0:21:38 > 0:21:40came in a whopping...
0:21:43 > 0:21:47..simply because we asked to match the French deal.
0:21:47 > 0:21:49While that's a top tip to keep in mind
0:21:49 > 0:21:52to make sure that you can get the best price,
0:21:52 > 0:21:58you might wonder why Disneyland Paris doesn't simply offer one price right across Europe
0:21:58 > 0:22:02rather than have consumers face different ones depending on where they live.
0:22:02 > 0:22:05So we asked the company just that.
0:22:05 > 0:22:07It said that the basic price
0:22:07 > 0:22:11when booking direct with Disneyland Paris is...
0:22:15 > 0:22:18And any variations are caused by local promotional offers,
0:22:18 > 0:22:22which take into account factors specific to different countries,
0:22:22 > 0:22:24such as dates of school holidays.
0:22:24 > 0:22:28But as we found even these local promotions
0:22:28 > 0:22:31can be secured from another EU country.
0:22:31 > 0:22:35And the company reiterated that if you're aware of an offer running in a different market,
0:22:35 > 0:22:41you should simply contact the central reservations office and request that specific booking.
0:22:43 > 0:22:47But while those EU rules help level the playing field across Europe
0:22:47 > 0:22:49and really can get you a better deal,
0:22:49 > 0:22:54if like June and Stephen you're booking something on the other side of the world,
0:22:54 > 0:22:58there isn't, unfortunately, a regulation that you can fall back on.
0:22:58 > 0:23:01Which is why Stephen will be on his guard
0:23:01 > 0:23:04against such price differences in the future.
0:23:04 > 0:23:07- Check every detail you possibly can. - Check every detail.
0:23:07 > 0:23:11And the thing that you probably wouldn't think of doing
0:23:11 > 0:23:13is to check what the price is
0:23:13 > 0:23:16- from the country that you're thinking of visiting.- That's right.
0:23:16 > 0:23:20And if you've got contacts in that country,
0:23:20 > 0:23:25check with them and get them to...price the same product.
0:23:25 > 0:23:27- I wish we had.- Yeah.
0:23:33 > 0:23:36Still to come on Rip-Off Britain.
0:23:36 > 0:23:40They paid top whack for insurance on their holiday hire car,
0:23:40 > 0:23:43so why after an accident was this family told
0:23:43 > 0:23:46they'd have to stump up the cash to replace it?
0:23:46 > 0:23:48It really is your nightmare.
0:23:48 > 0:23:50That's why you take out all that insurance,
0:23:50 > 0:23:53because you just don't want to get stung like that.
0:23:57 > 0:23:59Now, I don't know whether you remember,
0:23:59 > 0:24:01but in our holiday series last year,
0:24:01 > 0:24:03we talked about how having a major illness
0:24:03 > 0:24:06could still have an impact on the cost of your travel insurance
0:24:06 > 0:24:09years after you'd last displayed any symptoms.
0:24:09 > 0:24:15Well, since then some of you have contacted us furious that the price of holiday cover can even rise
0:24:15 > 0:24:17when you may not actually have been ill
0:24:17 > 0:24:21but are simply taking medication to ensure you stay in good health.
0:24:21 > 0:24:23WHISTLE
0:24:23 > 0:24:27The members of this sports team from Oldham in Greater Manchester
0:24:27 > 0:24:29like to stay fit and healthy.
0:24:33 > 0:24:35And every week they meet to practise
0:24:35 > 0:24:40their own version of the beautiful game - walking football.
0:24:40 > 0:24:43Less speedy, but still a great work out.
0:24:43 > 0:24:45Come on, Jez, lad.
0:24:45 > 0:24:48Some of them have another thing in common.
0:24:48 > 0:24:50They've been prescribed statins,
0:24:50 > 0:24:53a medicine that lowers cholesterol in the blood
0:24:53 > 0:24:56and is proven to prevent heart attacks.
0:24:56 > 0:25:00My name's Duncan. I had prostate cancer just over three years ago.
0:25:00 > 0:25:04Luckily, that is cured now, but at the same time, when I had a general health check,
0:25:04 > 0:25:07they put me on to statins. That's fine,
0:25:07 > 0:25:11- that's keeping my cholesterol low. - My name's James.
0:25:11 > 0:25:18I am a diabetic, Type 2, which is controlled by...medication.
0:25:18 > 0:25:20And it's under control.
0:25:20 > 0:25:22I also take statins.
0:25:22 > 0:25:27Now, while some of the team take medication for ongoing conditions
0:25:27 > 0:25:29like diabetes or arthritis,
0:25:29 > 0:25:31several of them also take statins,
0:25:31 > 0:25:34and official medical guidelines are clear that as a result
0:25:34 > 0:25:40they have a lower risk of developing cardiovascular disease and stroke than if they didn't take them.
0:25:40 > 0:25:43Even so, the statins can have an unexpected
0:25:43 > 0:25:46and very unwelcome side effect on the people who take them,
0:25:46 > 0:25:51not on the health but on the cost of their travel insurance.
0:25:51 > 0:25:53I'm probably healthier than a lot of other people
0:25:53 > 0:25:56and I think it's ridiculous, the prices they're asking.
0:25:56 > 0:25:57It's a real rip-off.
0:25:57 > 0:26:00You can get the insurance, but they don't half load you up
0:26:00 > 0:26:03if you suffer from this or suffer from that.
0:26:03 > 0:26:07It just seems too high, you know, and you've always got to pay more.
0:26:07 > 0:26:09Shoot, Tim!
0:26:09 > 0:26:13We all expect to pay more for insurance if we stand a greater risk
0:26:13 > 0:26:16of something going wrong while we're on holiday,
0:26:16 > 0:26:19but Linda Mayne from Heart UK confirms the official advice
0:26:19 > 0:26:21that those people prescribed statins
0:26:21 > 0:26:26are actually at a lower risk from some of the more serious health conditions.
0:26:26 > 0:26:29So if you have two identical people,
0:26:29 > 0:26:31one on statins and one not on statins,
0:26:31 > 0:26:35the one on statins would be at much lower risk of having a heart attack
0:26:35 > 0:26:39or other health problems than the person who isn't taking a statin.
0:26:39 > 0:26:42The National Institute for Health and Care Excellence,
0:26:42 > 0:26:47the official body funded by the Department of Health to monitor and prevent ill health in England,
0:26:47 > 0:26:52says the evidence that people using statins have lower risk
0:26:52 > 0:26:56of developing cardiovascular disease is overwhelming.
0:26:56 > 0:26:59So you can see why our walking footballers and others like them
0:26:59 > 0:27:04can't understand how none of that is reflected in the cost of their travel insurance.
0:27:04 > 0:27:09And, indeed, why taking statins should mean they end up having to pay more.
0:27:09 > 0:27:12- Hello. Hi, I'm Sarah. - Hello, I'm Jim.- Nice to meet you.
0:27:12 > 0:27:14And you must be Duncan.
0:27:14 > 0:27:17So we asked personal finance journalist Sarah Pennells
0:27:17 > 0:27:20to see if she could lower these players' premiums
0:27:20 > 0:27:23and save them some cash.
0:27:23 > 0:27:24Sarah's kicking off with Jim,
0:27:24 > 0:27:28finding out how much it would cost the 78-year-old
0:27:28 > 0:27:31to get travel insurance for a two-week trip to America in April.
0:27:31 > 0:27:36OK, so we know that you've got Type 2 diabetes.
0:27:36 > 0:27:38Type 2 diabetes, yes.
0:27:38 > 0:27:41Now, Jim does have some pre-existing health conditions
0:27:41 > 0:27:45and, as he's a bit older, we'd expect his premiums to be a bit higher,
0:27:45 > 0:27:48as statistically that ups his risk.
0:27:48 > 0:27:51Have you...had an unplanned visit to hospital
0:27:51 > 0:27:55- because of your cholesterol problem in the last two years?- No.
0:27:55 > 0:27:57But how much are those statins pushing up the price?
0:27:57 > 0:28:04The cheapest quote that this has come up with is £141.53.
0:28:04 > 0:28:07So how does that sound to you as a quote?
0:28:07 > 0:28:09Well, it's probably double...
0:28:09 > 0:28:14as to what somebody who is not taking any medication.
0:28:14 > 0:28:16But is he right?
0:28:16 > 0:28:18Putting his other ailments to one side,
0:28:18 > 0:28:21what if Jim didn't take statins?
0:28:22 > 0:28:28To find out, Sarah takes those off the quote to see what difference that makes to the price.
0:28:28 > 0:28:30You were actually pretty spot on,
0:28:30 > 0:28:33because the cheapest quote that I can get you
0:28:33 > 0:28:36for this two-week holiday in the States is now...
0:28:40 > 0:28:43Well, that's not bad, is it? That's half the price.
0:28:43 > 0:28:48Now, of course, Jim has no choice but to declare all his medical conditions
0:28:48 > 0:28:53and any medication he's on, as not doing so would invalidate his insurance.
0:28:53 > 0:28:58So whilst those statins are reducing Jim's cholesterol and lowering his blood pressure,
0:28:58 > 0:29:01they're also pushing up the cost of his travel insurance
0:29:01 > 0:29:06to almost double that of someone who isn't taking this medication.
0:29:06 > 0:29:10Next up, Duncan. He's had the all clear from prostate cancer for three years
0:29:10 > 0:29:12and he too now takes statins.
0:29:12 > 0:29:16So will the insurance companies see him as a picture of health?
0:29:17 > 0:29:21So, Duncan, I've just put some details into one of the comparisons, medical insurance comparisons,
0:29:21 > 0:29:26and the cheapest it's come up with based on your situation is...
0:29:28 > 0:29:31That seems fairly reasonable actually to me.
0:29:31 > 0:29:33I'm quite surprised it's as low as that, yeah.
0:29:33 > 0:29:36But what if Duncan was statin-free?
0:29:36 > 0:29:39Well, when we checked on three of the main comparison sites,
0:29:39 > 0:29:41that would instantly make his quote...
0:29:43 > 0:29:46..even with his previous medical history.
0:29:46 > 0:29:48Again, it's those medically endorsed statins
0:29:48 > 0:29:51that for some reason increase the price.
0:29:51 > 0:29:56And like Jim, Duncan has no choice but to swallow those extra costs along with the tablets,
0:29:56 > 0:30:01because if he doesn't declare he takes them, his insurance won't be valid.
0:30:01 > 0:30:03Well, that's unbelievable.
0:30:03 > 0:30:05The statins I only take because it keeps my cholesterol low,
0:30:05 > 0:30:10so that means I'm less of a risk than somebody who might be walking around
0:30:10 > 0:30:12possibly not knowing they've got high cholesterol.
0:30:12 > 0:30:15So I think it's ridiculous.
0:30:15 > 0:30:18But that's not a view that the insurance industry shares.
0:30:18 > 0:30:22When we contacted the Association of British Insurers
0:30:22 > 0:30:25it told us that it's crucial for insurers to pay particular attention
0:30:25 > 0:30:30to customers' medical history and health when calculating premiums.
0:30:30 > 0:30:33It pointed out that people taking statins
0:30:33 > 0:30:38do so to control or prevent a condition they would otherwise be susceptible to,
0:30:38 > 0:30:40so they are more risky to insure.
0:30:40 > 0:30:44And the ABI recommended that travellers with medical conditions
0:30:44 > 0:30:46shop around to find the right policy
0:30:46 > 0:30:49and consider using a specialist broker or insurer.
0:30:53 > 0:30:55Of course, it's not just taking statins
0:30:55 > 0:30:57that can bump up the cost of your policy.
0:30:57 > 0:31:01A quick search online shows that if you've ever broken your leg,
0:31:01 > 0:31:06even if it was years ago, you could face an 11% hike on your premium.
0:31:06 > 0:31:08If you've had your appendix removed
0:31:08 > 0:31:12there could be financial consequences for your travel insurance, too,
0:31:12 > 0:31:17despite it being unlikely that something which has been removed can suddenly cause you more bother.
0:31:17 > 0:31:20And as if suffering from migraines wasn't bad enough,
0:31:20 > 0:31:24if you declare it, as of course you're obliged to when applying for a policy,
0:31:24 > 0:31:28you could be charged up to 24% more.
0:31:28 > 0:31:31Now, that really could bring on a headache.
0:31:33 > 0:31:35If you're buying travel insurance and you've either had
0:31:35 > 0:31:38a serious illness in the past or you've got a medical condition now,
0:31:38 > 0:31:42make sure you go to a specialist website that deals with this market,
0:31:42 > 0:31:45because they'll ask you a lot more questions about your illness
0:31:45 > 0:31:47and about the medicines you're taking, but that way
0:31:47 > 0:31:51you'll get a much more accurate and hopefully cheaper quote.
0:31:51 > 0:31:55And, in the meantime, our footballers will keep taking their tablets
0:31:55 > 0:32:00and remember the benefits that's had on their health, if not their wallets.
0:32:07 > 0:32:09Our travel expert, Simon Calder,
0:32:09 > 0:32:13is sharing his top tips on favourite destinations across the globe.
0:32:15 > 0:32:18This time - Bangkok.
0:32:18 > 0:32:20In Thailand, it pays to keep your wits about you,
0:32:20 > 0:32:26especially in the capital, where tourist hot spots are fertile ground for crooks.
0:32:26 > 0:32:29There's some incredibly complicated scams in Thailand
0:32:29 > 0:32:35that begin with the offer of a free ride in a tuk-tuk courtesy of the tourist board
0:32:35 > 0:32:39and end up with you in a gem shop buying some stones
0:32:39 > 0:32:41that you're told you'll be able to sell
0:32:41 > 0:32:43for a huge profit when you get home.
0:32:43 > 0:32:47Of course, they turn out to be entirely worthless.
0:32:47 > 0:32:54The only way to avoid it is if someone says, "My friend, have a free ride." Say no.
0:32:56 > 0:33:01As well as the temples, Bangkok also has nearby beaches to explore,
0:33:01 > 0:33:04but the scams can find you there, too.
0:33:06 > 0:33:09The Jet Ski scam has been going on for so long
0:33:09 > 0:33:12it's amazing that tourists still get caught.
0:33:12 > 0:33:14Here's how it works. You rent a Jet Ski
0:33:14 > 0:33:16and whiz around for half an hour.
0:33:16 > 0:33:19When you take it back, the owner points out some damage.
0:33:19 > 0:33:23You say, "I didn't do it," cos you didn't, but then things get heavy.
0:33:23 > 0:33:27You find you're surrounded by menacing people demanding cash.
0:33:27 > 0:33:32The only way to avoid problems, forego that Jet Ski ride.
0:33:32 > 0:33:38But there's one great way of saving money about which Simon says you don't have to be suspicious.
0:33:38 > 0:33:42Some visitors to Thailand are wary of street food,
0:33:42 > 0:33:46but when I'm in Bangkok, it's the only thing I eat.
0:33:46 > 0:33:49You can see it being cooked freshly in front of you,
0:33:49 > 0:33:53you can see hundreds of Thai people around you also enjoying it,
0:33:53 > 0:33:57so you know is going to be safe, it's going to be tasty,
0:33:57 > 0:34:02and it's going to cost a fraction of what you'd pay in a proper restaurant. Excuse me.
0:34:02 > 0:34:04Mmm!
0:34:07 > 0:34:11Sadly, you often tell us horror stories about travel insurance,
0:34:11 > 0:34:14and, in particular, about experiences where after the worst has happened,
0:34:14 > 0:34:17the claim you've made has been turned down.
0:34:17 > 0:34:21But this next case has to be one of the most shocking that we've ever come across.
0:34:21 > 0:34:24It involves a hire car, a very nasty accident,
0:34:24 > 0:34:28and a stonking bill for replacing the damaged vehicle.
0:34:28 > 0:34:31Now, the family affected assumed their policy would cover them,
0:34:31 > 0:34:34but, you've guessed it, the insurance company didn't agree,
0:34:34 > 0:34:37or at least they didn't until after we got involved.
0:34:41 > 0:34:44When Neil Lloyd, his wife Lisa and son Harry
0:34:44 > 0:34:46decided to catch some late-summer sun,
0:34:46 > 0:34:49they opted for the Italian island of Sicily.
0:34:50 > 0:34:53We were just going for a fairly laid-back holiday,
0:34:53 > 0:34:55spent a lot of time around the pool,
0:34:55 > 0:34:57spent a lot of time just on our local beach.
0:34:57 > 0:35:01We spent a lot of time, you know, going out to lunch.
0:35:01 > 0:35:04And with total relaxation top of their agenda,
0:35:04 > 0:35:07they picked a remote villa several miles from the nearest town,
0:35:07 > 0:35:11meaning that hiring a car was a must.
0:35:11 > 0:35:13Our villa was some three or four miles outside the town,
0:35:13 > 0:35:16so really the only option was to have a hire car.
0:35:16 > 0:35:18So Neil turned to a hire car website
0:35:18 > 0:35:21that he'd used before called rentalcars.com.
0:35:21 > 0:35:25And on there he chose a car from an Italian rental firm called Locauto Rent.
0:35:25 > 0:35:28To make sure he and his family were covered for every eventuality,
0:35:28 > 0:35:33Neil also took out a full-protection insurance policy at £47 extra.
0:35:33 > 0:35:35I've been to Sicily before,
0:35:35 > 0:35:39I know the roads are very poor over there, and so I thought I was doing the right thing
0:35:39 > 0:35:43in terms of taking out that full-protection insurance.
0:35:43 > 0:35:46With the car rental taken care of, the family set off
0:35:46 > 0:35:49for a holiday which lived up to all of their expectations.
0:35:50 > 0:35:55It was very convenient having the car, it was very convenient having all three of us able to drive it.
0:35:55 > 0:35:59So if Harry wanted to shoot off somewhere on his own, he was covered and he could take the car,
0:35:59 > 0:36:03or if one of us just wanted to pop to the shops that could be done.
0:36:03 > 0:36:06So that's why we put all three of us on the insurance.
0:36:06 > 0:36:09But at the end of the week, as Harry was driving them back to the airport,
0:36:09 > 0:36:12in a split second everything changed.
0:36:12 > 0:36:14We'd had a great holiday,
0:36:14 > 0:36:17we're driving back and wanted to stop and get some water.
0:36:17 > 0:36:19And we see a place we can buy some water
0:36:19 > 0:36:23and it means crossing the carriageway through these cones and everything.
0:36:23 > 0:36:27And so we make that left turn and I'm sat in the passenger seat
0:36:27 > 0:36:30and I certainly didn't see the oncoming car,
0:36:30 > 0:36:33and clearly Harry didn't see the oncoming car.
0:36:33 > 0:36:36Unfortunately, Neil, Lisa and Harry
0:36:36 > 0:36:38were all injured in the collision that followed.
0:36:38 > 0:36:41Neil suffered a head injury and was airlifted to hospital,
0:36:41 > 0:36:44while Harry and Lisa were taken by ambulance.
0:36:44 > 0:36:48Next thing I really remember is then just being in A&E
0:36:48 > 0:36:52in a very small hospital in the middle of rural Sicily.
0:36:52 > 0:36:54Harry couldn't even remember we were on holiday,
0:36:54 > 0:36:57he kept asking the same questions over and over and over,
0:36:57 > 0:37:00and got very distressed when he saw me and my wife,
0:37:00 > 0:37:02and particularly me because my shirt was covered in blood.
0:37:02 > 0:37:05While the family were coming to terms with their injuries,
0:37:05 > 0:37:08the Italian police were keen to interview Harry,
0:37:08 > 0:37:11who was driving at the time, about what had happened.
0:37:11 > 0:37:14They collected all our luggage and...
0:37:14 > 0:37:16they attempted to interview Harry,
0:37:16 > 0:37:19but Harry couldn't remember anything at all.
0:37:19 > 0:37:22Harry's memory loss was put down to a suspected concussion
0:37:22 > 0:37:25and it meant that he couldn't recall anything about the accident.
0:37:25 > 0:37:28So Neil gave a statement which Harry signed.
0:37:28 > 0:37:31The following day the family were well enough to leave
0:37:31 > 0:37:33and they flew back to the UK.
0:37:34 > 0:37:36But just over a week later,
0:37:36 > 0:37:41Neil got an e-mail from Locauto Rent, the Italian car rental company.
0:37:42 > 0:37:48So I just get this e-mail from Locauto, with an invoice attached with no detail on it,
0:37:48 > 0:37:53saying that they want to charge me 13,572 euros.
0:37:53 > 0:37:58And my immediate reaction was, "Oh, that's a mistake. It's just a typo."
0:37:58 > 0:38:00But I'm afraid there was no mistake.
0:38:00 > 0:38:03Neil was being charged for the cost of replacing the car.
0:38:03 > 0:38:05It really is your nightmare.
0:38:05 > 0:38:08That's why you take out all that insurance,
0:38:08 > 0:38:11because you just don't want to get stung like that.
0:38:11 > 0:38:15Neil couldn't understand why the full-protection insurance he'd taken out
0:38:15 > 0:38:18wasn't going to cover the damages.
0:38:18 > 0:38:20But the rental car provider Locauto Rent
0:38:20 > 0:38:23and the booking website rentalcars.com
0:38:23 > 0:38:26both told him that the statement he'd given police at the hospital
0:38:26 > 0:38:29had been signed by his son, Harry,
0:38:29 > 0:38:32who they claimed had admitted to driving negligently.
0:38:32 > 0:38:35And under the terms and conditions of the policy,
0:38:35 > 0:38:38that meant the insurance would not pay out.
0:38:40 > 0:38:45When you've done everything you possibly could to ensure that,
0:38:45 > 0:38:49you know, you are protected and then you find that you're not, it's really gutting.
0:38:49 > 0:38:52And it's not only gutting, but it's a huge amount of money.
0:38:52 > 0:38:57Worse still, Neil knew that he certainly hadn't given any indication
0:38:57 > 0:39:01to the Italian police that his son was driving negligently.
0:39:01 > 0:39:05And given that Harry himself had been suffering memory loss at the time,
0:39:05 > 0:39:08Neil was horrified that any report he'd signed in that condition,
0:39:08 > 0:39:12and of course written in a language that wasn't his own,
0:39:12 > 0:39:15could be used as grounds for not paying out.
0:39:16 > 0:39:19The police still asked him to sign a report
0:39:19 > 0:39:22and that's what the insurance company is relying upon
0:39:22 > 0:39:26as being proof of negligent driving, which I just think is outrageous.
0:39:26 > 0:39:31Neil's view is shared by solicitor Gary Rycroft.
0:39:31 > 0:39:33I would say that natural justice dictates
0:39:33 > 0:39:39that you should not be bound by a form that you've completed in a foreign language
0:39:39 > 0:39:45immediately after a car accident at a time when you and your family are in a state of considerable distress.
0:39:45 > 0:39:49What's more, Gary understands why Neil was so shocked
0:39:49 > 0:39:51to be told that his full-protection cover
0:39:51 > 0:39:54wasn't quite as FULL as its name suggests.
0:39:54 > 0:39:59The title of the car insurance policy they took out was full-protection policy.
0:39:59 > 0:40:01Now, it seems to me that that was a misleading title,
0:40:01 > 0:40:04because, in this case, it wasn't a full-protection policy at all.
0:40:04 > 0:40:11For more than three weeks, Neil tried to argue his case with rentalcars.com and Locauto Rent,
0:40:11 > 0:40:13but the companies refused to budge.
0:40:13 > 0:40:16In the meantime, Neil got in touch with us
0:40:16 > 0:40:20and after that, things suddenly changed.
0:40:20 > 0:40:22'You have one new message.'
0:40:22 > 0:40:26In fact, one of the companies rang Neil why we were with him
0:40:26 > 0:40:30and since we've filmed with the family, Locauto Rent and rentalcars.com
0:40:30 > 0:40:34have refunded the charge for the written-off car.
0:40:34 > 0:40:37The Italian hire car firm stressed
0:40:37 > 0:40:42that while it had agreed to the refund, it was not contractually obliged to do so.
0:40:42 > 0:40:47And it maintained that the police report did prove that the accident was Harry's responsibility
0:40:47 > 0:40:50and that he had violated Italian driving laws.
0:40:50 > 0:40:53It then went on to claim that it was Neil and Harry's choice
0:40:53 > 0:40:56whether or not to sign the report.
0:40:56 > 0:41:03Meanwhile, rentalcars.com, the company which arranged the rental and provided that full-protection cover,
0:41:03 > 0:41:07confirmed that the policy does have exclusions for circumstances
0:41:07 > 0:41:14such as negligent driving and may be invalidated if a customer violates local driving laws while abroad.
0:41:14 > 0:41:17But it did recognise that extra protection...
0:41:21 > 0:41:24They went on to say that Neil's questioning of the police report
0:41:24 > 0:41:27had led the company to investigate further,
0:41:27 > 0:41:31ultimately leading to the charge for the written-off car being waived.
0:41:31 > 0:41:34Rentalcars.com added that while in such situations
0:41:34 > 0:41:39it's understandable that well-intentioned customers may want to help the police,
0:41:39 > 0:41:43it's vitally important they know what exactly their signing,
0:41:43 > 0:41:48pointing out it has a 24-hour helpline that can offer advice in such situations.
0:41:51 > 0:41:55But the number of e-mails and letters we get about hiring a car
0:41:55 > 0:41:58suggests that the whole process can be fraught with difficulties.
0:41:58 > 0:42:02When you hire a car abroad, the law is different,
0:42:02 > 0:42:05so when you go and collect the car, you should ask,
0:42:05 > 0:42:08"Are there any particular rules that I need to know about
0:42:08 > 0:42:13with regard to driving a vehicle in this country or this particular region?"
0:42:13 > 0:42:15You should not be put on the spot
0:42:15 > 0:42:18and asked to sign something you do not understand.
0:42:18 > 0:42:23And although they're very relieved at no longer having to pay out 13,500 euros,
0:42:23 > 0:42:30Neil and Harry still don't see how a policy described as full protection may not always provide that.
0:42:30 > 0:42:34I'll certainly be wary about renting cars abroad in the future.
0:42:34 > 0:42:36And if I'm ever in a position where I need to,
0:42:36 > 0:42:39then I don't think I'll be taking out full-protection insurance.
0:42:44 > 0:42:47Well, I'm quite sure all the situations we've heard about today
0:42:47 > 0:42:50will be ones that you're likely to have an opinion on.
0:42:50 > 0:42:52So if you want to get it right off your chest,
0:42:52 > 0:42:55you can join in on our conversation on our Facebook page right now.
0:42:55 > 0:42:59All you have to do is to look for us at BBC Rip-Off Britain.
0:42:59 > 0:43:01And if you've had a situation
0:43:01 > 0:43:03where you think you've been treated unfairly
0:43:03 > 0:43:06or you've had a raw deal, then do please let us know.
0:43:06 > 0:43:09Although we can't investigate all your stories,
0:43:09 > 0:43:11we do read all the letters and e-mails you send us
0:43:11 > 0:43:15- and we're really grateful for every single one.- But I'm afraid that is it for today.
0:43:15 > 0:43:18We will be back investigating more of your stories very soon,
0:43:18 > 0:43:19but, in the meantime, we do hope
0:43:19 > 0:43:23that all of your holidays this year really do go according to plan.
0:43:23 > 0:43:25- But in the meantime, from all of us, bye-bye.- Bye-bye.- Bye.