0:00:02 > 0:00:05We asked you who's left you feeling ripped off when it comes to your
0:00:05 > 0:00:09holidays, and you came back with a catalogue of travel disasters.
0:00:09 > 0:00:12When we got to the hotel, it wasn't to the standard.
0:00:12 > 0:00:15We felt totally ripped off. We paid to move somewhere else.
0:00:15 > 0:00:19It happens all the time, that somebody else has paid less
0:00:19 > 0:00:21for the holiday that I've paid more for.
0:00:21 > 0:00:25So whether it's a deliberate rip-off, a simple mistake,
0:00:25 > 0:00:27or indeed a catch in the small print,
0:00:27 > 0:00:31we'll find out why you are out of pocket and what you can do about it.
0:00:31 > 0:00:35Your stories, your money - this is Rip-Off Britain.
0:00:38 > 0:00:41Hello, and thank you so much once again for joining us here
0:00:41 > 0:00:43on Rip-Off Britain, which, throughout this series,
0:00:43 > 0:00:46- is coming to you from sunny Tenerife.- Yes!
0:00:46 > 0:00:49Because we're going to be looking into some of the problems
0:00:49 > 0:00:51that you've had with holiday and travel.
0:00:51 > 0:00:54And, today, well, we're really going to get our teeth into
0:00:54 > 0:00:56three shocking stories.
0:00:56 > 0:00:58Stories that, one way or another,
0:00:58 > 0:01:02all involve a promise that hasn't been kept and, as a result,
0:01:02 > 0:01:04holidays have been left in tatters.
0:01:04 > 0:01:08And some of you have been left seriously out of pocket.
0:01:08 > 0:01:10Which is not a good position to be in.
0:01:10 > 0:01:12But, you know, for whatever reason the company you trusted
0:01:12 > 0:01:14when booking, either a key part of the holiday
0:01:14 > 0:01:17or indeed the whole thing, simply hasn't delivered
0:01:17 > 0:01:19on its part of the bargain.
0:01:19 > 0:01:23So the question is - did they ever have any intention of doing so,
0:01:23 > 0:01:25or was the whole thing simply a scam?
0:01:25 > 0:01:28Well, that's certainly what the people who have lost out
0:01:28 > 0:01:30want to know and I promise you, we'll be doing our very best
0:01:30 > 0:01:34- to find out.- Yep. That's one promise you can definitely rely on.
0:01:34 > 0:01:36And, of course, along the way,
0:01:36 > 0:01:38we'll be making sure that by sharing these experiences,
0:01:38 > 0:01:40the same things don't happen to you,
0:01:40 > 0:01:43so that when you hand over your money,
0:01:43 > 0:01:45it's to someone you know you can trust.
0:01:47 > 0:01:49Coming up, the airport meet-and-greet companies
0:01:49 > 0:01:52promising safe and secure parking.
0:01:52 > 0:01:55But, instead, leaving cars in fields or by the side of a road.
0:01:55 > 0:01:57And that's not even the worst of it.
0:01:58 > 0:02:01He basically came to us, said, "Look, your car's in one piece,
0:02:01 > 0:02:03"but, I'm sorry, we have damaged it."
0:02:03 > 0:02:05I was like, "What do you mean you've damaged it?"
0:02:05 > 0:02:09And the bogus holiday companies out to steal your cash.
0:02:09 > 0:02:12They got this couple's, so let's keep their hands off yours.
0:02:12 > 0:02:15I was just in a mess when I spoke to Dan.
0:02:16 > 0:02:19It's just one of the worst things, you know.
0:02:23 > 0:02:26All too often, the start of a holiday can be absolutely
0:02:26 > 0:02:30full of last-minute stresses, as you rush to get to the airport on time.
0:02:30 > 0:02:32And, of course, if you're going to be parking your car there as well,
0:02:32 > 0:02:35well, that can add a whole extra layer of hassle.
0:02:35 > 0:02:38Especially if you've got lots of bags that you need to carry,
0:02:38 > 0:02:40or you need a shuttle bus, for instance,
0:02:40 > 0:02:43to take you back and forth from the car park.
0:02:43 > 0:02:46Well, a solution to all of that has come from the rapid growth
0:02:46 > 0:02:49of airport meet-and-greet services,
0:02:49 > 0:02:51where you'll be met at the terminal by a company
0:02:51 > 0:02:53that will then park the car for you
0:02:53 > 0:02:56and you can then just head straight off to check-in.
0:02:56 > 0:03:00And the same thing happens of course in reverse at the end of your trip.
0:03:00 > 0:03:04You are met with your car and you can be swiftly on your way home.
0:03:04 > 0:03:09Unfortunately, what happens to your car in between dropping it off
0:03:09 > 0:03:12and then picking up the keys at the end of your holiday
0:03:12 > 0:03:15may not always be quite what you'd think.
0:03:17 > 0:03:216:30am on a South Manchester housing estate
0:03:21 > 0:03:24and city council neighbourhood officer Pete O'Brien
0:03:24 > 0:03:25is on the lookout.
0:03:27 > 0:03:31Right, we're just going to check a location that is popular
0:03:31 > 0:03:33for use by some of the...
0:03:34 > 0:03:37..unlicensed meet-and-greet parking companies.
0:03:37 > 0:03:40For the past year, he's been keeping a close eye on some of
0:03:40 > 0:03:44the meet-and-greet services that operate out of Manchester Airport.
0:03:44 > 0:03:47They've promised holiday-makers that there are cars will be
0:03:47 > 0:03:51securely parked whilst they're away, but Pete's found that, instead,
0:03:51 > 0:03:55a number of them will be left on the side of the road, in fields,
0:03:55 > 0:03:57even in pub car parks.
0:03:57 > 0:03:59In the peak periods of August,
0:03:59 > 0:04:03there will be whole streets that are taken up by basically what are
0:04:03 > 0:04:07holiday-makers' cars, holiday-makers who think they've parked them
0:04:07 > 0:04:11in a secure car park, but, actually, when they hand
0:04:11 > 0:04:14the cars over to the drivers, they're often just parked
0:04:14 > 0:04:17in locations such as this on your right.
0:04:17 > 0:04:21Pete is part of a surveillance team that's been set up by the council
0:04:21 > 0:04:23following complaints from holiday-makers
0:04:23 > 0:04:25who've had their cars returned in a worse state
0:04:25 > 0:04:29than when they left them, as well as from disgruntled residents
0:04:29 > 0:04:32fed up with other people's cars crowding the streets where they live.
0:04:35 > 0:04:39There's a pub here which is used by the companies.
0:04:39 > 0:04:44We can drive in there now unchecked.
0:04:45 > 0:04:48And this is not manned.
0:04:48 > 0:04:51It's not patrolled, it's not CCTV.
0:04:51 > 0:04:55It's certainly not secure, because we've just driven into it.
0:04:55 > 0:04:57Pete and his colleagues are finding that certain
0:04:57 > 0:05:00meet-and-greet companies repeatedly leave customers' cars
0:05:00 > 0:05:02in locations such as this.
0:05:02 > 0:05:07This car here is probably a driver's car,
0:05:07 > 0:05:09because they've got hi-vis jackets on.
0:05:09 > 0:05:12Often, they'll say it's airport approved logo on the back,
0:05:12 > 0:05:15which it isn't. There isn't such a scheme.
0:05:15 > 0:05:18Car parks like this one probably aren't where owners
0:05:18 > 0:05:21would have expected their vehicles to end up.
0:05:21 > 0:05:25And certainly not after they paid a company to take it somewhere
0:05:25 > 0:05:26that's being sold as secure.
0:05:29 > 0:05:33There's a group of cars there on our right that we know...
0:05:33 > 0:05:37This is a location very favoured by several of these companies.
0:05:37 > 0:05:41It's no more secure than leaving it on any residential street.
0:05:41 > 0:05:43Drive it yourself and park your car,
0:05:43 > 0:05:45cos that's effectively what these guys are doing,
0:05:45 > 0:05:48but they're charging you for the privilege.
0:05:48 > 0:05:51Pete is concerned that many holiday-makers may not have
0:05:51 > 0:05:53fully researched the meet-and-greet company
0:05:53 > 0:05:55with whom they've trusted their car.
0:05:55 > 0:05:58And if anything should go missing from the vehicle,
0:05:58 > 0:06:01or it gets damaged, they may discover too late
0:06:01 > 0:06:02that they're not insured.
0:06:02 > 0:06:05If something does happen to your car, whether it be a dent,
0:06:05 > 0:06:08or a scratch, cos of the nature in which they've parked them,
0:06:08 > 0:06:11or possessions go missing from your car,
0:06:11 > 0:06:14sadly you'll find that your car is not covered
0:06:14 > 0:06:17on your own personal insurance in most cases.
0:06:18 > 0:06:20However, it's not just returning cars damaged
0:06:20 > 0:06:23that's given some meet-and-greet companies a bad name.
0:06:23 > 0:06:26The timekeeping of a number of their drivers can leave a lot to be
0:06:26 > 0:06:31desired, too, as Jimmy Pennington from Lancashire discovered
0:06:31 > 0:06:34when waiting to have his car collected.
0:06:34 > 0:06:37My five-year-old daughter's first holiday.
0:06:37 > 0:06:41It's mine and my wife's first holiday for a good eight, ten years.
0:06:42 > 0:06:45Obviously, with having the five-year-old daughter,
0:06:45 > 0:06:49she was very excited, as we all were. The first family holiday.
0:06:49 > 0:06:52Now, of course, the whole point of a meet-and-greet service
0:06:52 > 0:06:55is to make arriving at the terminal easier.
0:06:55 > 0:06:57But that wasn't what happened.
0:06:57 > 0:06:59You wouldn't believe it, honestly.
0:06:59 > 0:07:01Got to the airport, nobody there.
0:07:01 > 0:07:04Rang them, got told five minutes.
0:07:06 > 0:07:07Waited ten.
0:07:07 > 0:07:12We were stood there worrying and getting extremely angry and upset.
0:07:12 > 0:07:1564 phone calls later, finally they turned up,
0:07:15 > 0:07:18an hour and a half later, five of them getting out of a Micra.
0:07:18 > 0:07:21We had to leg it into the airport to check-in.
0:07:21 > 0:07:24Literally within two minutes of getting through the terminal,
0:07:24 > 0:07:26they were calling us to get on the plane.
0:07:26 > 0:07:29And things weren't much better when they flew home in the early hours
0:07:29 > 0:07:34of the morning and had to wait two hours for their car to be returned.
0:07:34 > 0:07:36My wife were in tears.
0:07:36 > 0:07:39Daughter was extremely upset because it was that cold.
0:07:39 > 0:07:42We'd gone from 44 degrees down to about 10 degrees.
0:07:42 > 0:07:43Promised on the phone,
0:07:43 > 0:07:46"You'll get your money back and we'll compensate you."
0:07:46 > 0:07:49Wife's finally got the money back.
0:07:49 > 0:07:52No mention of any compensation or owt.
0:07:52 > 0:07:55It's just absolutely scandalous.
0:07:55 > 0:07:59Delayed collections and drop-offs like this have become common
0:07:59 > 0:08:03at airports across the country, but they're causing particular problems
0:08:03 > 0:08:05here at Manchester's Terminal 1.
0:08:05 > 0:08:08They will tell their customers to wait in the drop-off area,
0:08:08 > 0:08:13but, invariably, they're often 15, 20 minutes late, sometimes an hour,
0:08:13 > 0:08:15sometimes longer.
0:08:15 > 0:08:17Some people have missed their flights waiting for them.
0:08:17 > 0:08:21But what the airport can't allow is for customers to park their cars
0:08:21 > 0:08:23in this drop-off area indefinitely,
0:08:23 > 0:08:27so they have to, in effect, circle round, rejoin the queue.
0:08:27 > 0:08:31Sure enough, Pete soon spots a driver desperately driving
0:08:31 > 0:08:35round and round in order to find the meet-and-greet company
0:08:35 > 0:08:36that he's booked.
0:08:36 > 0:08:39How long have you been waiting, may I ask you?
0:08:39 > 0:08:42Yeah. Been going around about four times.
0:08:42 > 0:08:44- You've been around four times? - 40 minutes. It's stressful.
0:08:44 > 0:08:46Kids are waiting on the side of the road.
0:08:46 > 0:08:48But, er, there we go.
0:08:48 > 0:08:50Now, of course, even the best meet-and-greet businesses
0:08:50 > 0:08:54may occasionally get stuck in traffic, but while at the airport,
0:08:54 > 0:08:57we also came across a representative of one company
0:08:57 > 0:09:00who was keen to put across an industry perspective.
0:09:00 > 0:09:02If it weren't for companies like us, it would be a lot more chaos
0:09:02 > 0:09:05outside the airport, because there'd be nowhere for them to park.
0:09:05 > 0:09:08There's not enough space. That's it, that's why we're trying to do it.
0:09:08 > 0:09:10We are late with our customers sometimes.
0:09:10 > 0:09:12We can't help it. We always apologise.
0:09:12 > 0:09:13We compensate if we are very more late.
0:09:13 > 0:09:16We've got secure land, 24-hour operation
0:09:16 > 0:09:22and, apart from a bit of lateness, we're a very successful business.
0:09:22 > 0:09:26But such explanations don't hold much weight with Pete O'Brien.
0:09:26 > 0:09:29It creates that illusion, and that's what it is, an illusion,
0:09:29 > 0:09:31that this is somehow an official...
0:09:31 > 0:09:36It's an approved, airport-approved company. They're not.
0:09:36 > 0:09:38Pete and his team are hoping that by working
0:09:38 > 0:09:41with the meet-and-greet companies and issuing warnings
0:09:41 > 0:09:42instead of criminal proceedings,
0:09:42 > 0:09:46they can be encouraged to operate away from the terminal itself.
0:09:46 > 0:09:49So if you're booking an airport meet-and-greet service,
0:09:49 > 0:09:53Pete has tips on how to tell which companies you can trust
0:09:53 > 0:09:54with the keys to your car.
0:09:54 > 0:09:57So the message to customers, A is -
0:09:57 > 0:09:59check who you're booking with.
0:09:59 > 0:10:02Do you know who they are? Can you trust them?
0:10:02 > 0:10:05Do you know exactly where your car's going to be parked?
0:10:05 > 0:10:07Is it secure, or is it open access?
0:10:07 > 0:10:10Is it Park Mark approved?
0:10:10 > 0:10:12And does your own personal insurance cover you
0:10:12 > 0:10:15for the use of some of these companies?
0:10:20 > 0:10:24Now each year, I'm afraid, millions of pounds are lost to fraudsters
0:10:24 > 0:10:27who've set up websites that look like they're selling
0:10:27 > 0:10:30genuine flights or holidays, but, in fact, they're doing no such thing.
0:10:30 > 0:10:34So could you spot the difference and tell which sites are scams
0:10:34 > 0:10:36and which are actually the real deal?
0:10:36 > 0:10:39Well, I have to tell you, it's not always as easy as you might think.
0:10:39 > 0:10:41Particularly when, as you'll see,
0:10:41 > 0:10:44one of the main things that we're often told to look out for
0:10:44 > 0:10:46can in itself be abused.
0:10:46 > 0:10:49So stand by for some really good pointers on how to make sure that it
0:10:49 > 0:10:53won't be your cash that they get their hands on the next time.
0:10:53 > 0:10:55And look out for names of some businesses
0:10:55 > 0:10:57that are definitely ones to avoid.
0:10:59 > 0:11:02Thanks to its mix of beautiful beaches and adventure,
0:11:02 > 0:11:05the resorts of Western Africa have become increasingly popular
0:11:05 > 0:11:08destinations for Brits, especially in the winter.
0:11:11 > 0:11:14And after recommendations from friends,
0:11:14 > 0:11:18it seemed the ideal choice for Cara Reid and her boyfriend, Dan.
0:11:18 > 0:11:20This is quite a big deal for us
0:11:20 > 0:11:23because it was going to be our last holiday before, hopefully,
0:11:23 > 0:11:25trying to move in together.
0:11:25 > 0:11:28But we've had quite a few trialling times over the last couple of years.
0:11:28 > 0:11:31I've spent a lot of time in hospital,
0:11:31 > 0:11:35and we just really both wanted to make something special for us.
0:11:35 > 0:11:39To add to the excitement, as Cara started planning the trip,
0:11:39 > 0:11:41she kept it all a big secret from Dan.
0:11:41 > 0:11:43I was like a little schoolgirl
0:11:43 > 0:11:46because I was actually doing it as a surprise for Dan.
0:11:46 > 0:11:50And it certainly was a surprise, but not in the way that she hoped.
0:11:50 > 0:11:53After searching online, Cara found a website not only offering
0:11:53 > 0:11:55what looked like a decent prices,
0:11:55 > 0:11:58but that also displayed the Atol logo,
0:11:58 > 0:12:00which she found very reassuring.
0:12:00 > 0:12:04After all, it's usually cited as one of the key things to check for
0:12:04 > 0:12:06when choosing who to travel with,
0:12:06 > 0:12:09as it means you will be protected if things go wrong.
0:12:11 > 0:12:14One of the companies that I recognised
0:12:14 > 0:12:16was the Travel Zone company.
0:12:16 > 0:12:19And I thought I'd use that one because I didn't recognise
0:12:19 > 0:12:22any of the others, and I thought I was being safe.
0:12:22 > 0:12:25And I clicked on the Travel Zone website
0:12:25 > 0:12:27and it brought up a box saying,
0:12:27 > 0:12:30"Please contact one of our customer care team."
0:12:31 > 0:12:34On calling the number, Cara was told she'd be contacted
0:12:34 > 0:12:36by one of the team's Africa specialists.
0:12:36 > 0:12:40And, sure enough, within half an hour, a Mr Dave Smith
0:12:40 > 0:12:43called her back and started running through the available deals
0:12:43 > 0:12:45that the company had on offer.
0:12:45 > 0:12:49He seemed to know what best airline to go with
0:12:49 > 0:12:50and he was very reassuring
0:12:50 > 0:12:53when I was asking him questions about the flight.
0:12:53 > 0:12:58It was Travel Zone's logos with the Atol protection and everything,
0:12:58 > 0:13:02so I didn't think anything of it.
0:13:02 > 0:13:05Dave Smith offered Cara two return flights to the Gambia
0:13:05 > 0:13:11for £876, plus a £100 deposit to secure their accommodation.
0:13:11 > 0:13:13So, following his instructions,
0:13:13 > 0:13:17Cara transferred the money directly into Dave Smith's bank account.
0:13:19 > 0:13:21As soon as Cara was e-mailed a booking confirmation
0:13:21 > 0:13:25with all the details, she finally revealed her plans to Dan.
0:13:25 > 0:13:28It was amazing, the fact we were going somewhere so exotic
0:13:28 > 0:13:31and extreme, it was fantastic, it was brilliant.
0:13:31 > 0:13:33Something that we both really wanted to do.
0:13:35 > 0:13:39With several months still to go before they were due to fly,
0:13:39 > 0:13:42Cara then decided to really push the boat out
0:13:42 > 0:13:44and upgrade to first class seats on the flight.
0:13:44 > 0:13:47But when she called the airline to see if that was possible,
0:13:47 > 0:13:50she couldn't quite believe what she was told.
0:13:51 > 0:13:54I gave them all the reference numbers and she said,
0:13:54 > 0:13:56"We had a booking for you.
0:13:56 > 0:13:58"Your flights were cancelled, though,
0:13:58 > 0:13:59"shortly after they were booked."
0:14:00 > 0:14:03Hoping that there had been just some mistake,
0:14:03 > 0:14:06Cara immediately dialled the number for the travel consultant
0:14:06 > 0:14:08that she'd spoken to, Mr Dave Smith.
0:14:08 > 0:14:10I tried ringing the two different numbers
0:14:10 > 0:14:14and it just wasn't responding at all.
0:14:14 > 0:14:15I was just in a mess.
0:14:15 > 0:14:19When I spoke to Dan, I just didn't know how to break it to him
0:14:19 > 0:14:22because I just felt like I'd failed us both.
0:14:22 > 0:14:23And, um...
0:14:26 > 0:14:27Yeah, so...
0:14:31 > 0:14:34It's just one of the worst things, you know.
0:14:36 > 0:14:38Well, with radio silence from Dave Smith,
0:14:38 > 0:14:42Cara called the company she thought that she'd booked with.
0:14:42 > 0:14:44And although this time she did manage to get through to someone,
0:14:44 > 0:14:47the bad news, I'm afraid, got worse.
0:14:47 > 0:14:50Dan found another number for Travel Zone, a different one,
0:14:50 > 0:14:52by searching online.
0:14:52 > 0:14:59And that's when I rang that number and had a second bombshell dropped.
0:15:01 > 0:15:06It turned out that the company she was speaking to now, Travel Zone,
0:15:06 > 0:15:08wasn't in fact the one she'd booked her holiday with.
0:15:08 > 0:15:13She'd been duped by a copycat site calling itself Just Travel Zone.
0:15:13 > 0:15:17It had used as many of the details of the real company as it could,
0:15:17 > 0:15:19including its Atol number.
0:15:20 > 0:15:24Here's one of my e-mails, confirmation of booking,
0:15:24 > 0:15:27from what I thought was Travel Zone.
0:15:27 > 0:15:30As you can see, there's the Travel Zone logo,
0:15:30 > 0:15:32the Atol protection.
0:15:32 > 0:15:36"Total financial protection, your holiday is safe with us."
0:15:37 > 0:15:41The real Travel Zone told Cara that others had been hoodwinked
0:15:41 > 0:15:45in exactly the same way and advised her to go to the police.
0:15:45 > 0:15:48And, although she did that, she's not been able to recover
0:15:48 > 0:15:51any of the £976 she lost.
0:15:51 > 0:15:53Because it was a bank transfer,
0:15:53 > 0:15:55it was as good as giving them my money.
0:15:55 > 0:16:00There was nothing more they could do unless I was to pay more money out
0:16:00 > 0:16:05to get solicitors and courts involved, which I haven't got.
0:16:05 > 0:16:09Detective Chief Inspector Andy Fyfe is Head of Crime
0:16:09 > 0:16:11at the National Fraud Intelligence Bureau.
0:16:11 > 0:16:16For him, stories like Cara and Dan's are depressingly familiar.
0:16:16 > 0:16:20The average loss reported to us is around £3,000 or more.
0:16:20 > 0:16:26Throughout 2015, we had some 4,200 reports made to us of this nature.
0:16:26 > 0:16:29For the first eight months of 2016,
0:16:29 > 0:16:32we've had already 7,000 reports made to us,
0:16:32 > 0:16:34so the problem just appears to be growing and growing.
0:16:36 > 0:16:39DCI Fyfe says that the bogus website that fooled Cara
0:16:39 > 0:16:43operated in much the same way as one which he and his team succeeded in
0:16:43 > 0:16:47removing from the web last year, called Dreams Travel.
0:16:48 > 0:16:52When you look into behind the initial screen,
0:16:52 > 0:16:54which itself appears quite nice,
0:16:54 > 0:16:57then you start to recognise some of the key things to look out for.
0:16:57 > 0:17:02The phone number listed just went to a dead phone number line,
0:17:02 > 0:17:05and the address that these people claim to operate from,
0:17:05 > 0:17:08it turns out they didn't have office premises there whatsoever.
0:17:08 > 0:17:12When we were able to identify who had set up the website
0:17:12 > 0:17:14and the details they had used,
0:17:14 > 0:17:18we were able to demonstrate that they were fake details,
0:17:18 > 0:17:23so those factors, we were able to use to...
0:17:23 > 0:17:25get cooperation from the domain registrar
0:17:25 > 0:17:28to have this website suspended.
0:17:28 > 0:17:31But if you only remember one thing that should set your alarm bells
0:17:31 > 0:17:34ringing, it's advice that we've flagged up before -
0:17:34 > 0:17:36always avoid paying by bank transfer,
0:17:36 > 0:17:39unless it's to somebody you know.
0:17:39 > 0:17:42Well, we tried getting in touch with Just Travel Zone, of course,
0:17:42 > 0:17:44but I'm afraid we didn't get a response,
0:17:44 > 0:17:47although it does appear the website is still taking bookings
0:17:47 > 0:17:49under a different name.
0:17:49 > 0:17:52Meanwhile, the real, legitimate Travel Zone,
0:17:52 > 0:17:57a long-established business, has reiterated two key pieces of advice.
0:17:57 > 0:18:00Firstly, that you should think twice about using any company
0:18:00 > 0:18:03that's unable to make a card payment.
0:18:03 > 0:18:06And secondly, reminding us all that too often
0:18:06 > 0:18:11an especially good deal can turn out to be too good to be true.
0:18:11 > 0:18:15The Civil Aviation Authority underlined that last point, too,
0:18:15 > 0:18:19while going on to say that cracking down on websites that falsely claim
0:18:19 > 0:18:22to hold an Atol licence is a very difficult challenge,
0:18:22 > 0:18:25with many of the sites operated from overseas.
0:18:25 > 0:18:29It recommends customers check a company really is Atol-protected,
0:18:29 > 0:18:32in which case an Atol certificate should be issued
0:18:32 > 0:18:34as soon as you've paid up any money.
0:18:35 > 0:18:37As for Dan and Cara,
0:18:37 > 0:18:41I'm afraid all they can do now is start saving for their next holiday,
0:18:41 > 0:18:42and when they come to book it,
0:18:42 > 0:18:45they will certainly do things very differently.
0:18:45 > 0:18:47I think that's one of the biggest lessons
0:18:47 > 0:18:49I've learnt from all of this,
0:18:49 > 0:18:52is definitely to question where your money's going to
0:18:52 > 0:18:53and whom it's going to.
0:18:53 > 0:18:56If you're dealing with a company and they are asking you to do
0:18:56 > 0:18:59a bank transfer, definitely really think about who you're
0:18:59 > 0:19:02parting your money with, and look into it further
0:19:02 > 0:19:03before you let it go.
0:19:10 > 0:19:12Still to come on Rip-Off Britain,
0:19:12 > 0:19:14I join a viewer trying to track down the villa
0:19:14 > 0:19:16he's booked and paid for in Tenerife.
0:19:16 > 0:19:19Will we find it, or has he been scammed?
0:19:19 > 0:19:21- I've not heard of... - Not heard of that villa?
0:19:21 > 0:19:23No, or that company.
0:19:23 > 0:19:24And how long have you been here?
0:19:24 > 0:19:26I've been here now about 20 years.
0:19:26 > 0:19:28- Oh, goodness, well, you really would know, wouldn't you?- Yes.
0:19:28 > 0:19:29- Yeah, yeah.- Yeah.
0:19:32 > 0:19:35Now, more often than not, when things go wrong on holiday,
0:19:35 > 0:19:37it's a reputable company that's slipped up,
0:19:37 > 0:19:40but, as we know only too well on this programme,
0:19:40 > 0:19:44sometimes the whole thing has been an out-and-out scam from the start.
0:19:44 > 0:19:46When we heard about this next case,
0:19:46 > 0:19:50what particularly stood out was the way it seemed to fly in the face
0:19:50 > 0:19:52of the advice we always give about paying for things -
0:19:52 > 0:19:54use your credit card -
0:19:54 > 0:19:55because, in this case,
0:19:55 > 0:19:59that didn't turn out to be the safety net you might expect.
0:19:59 > 0:20:02So listen out for some advice to make sure you don't fall
0:20:02 > 0:20:03for the same scam.
0:20:05 > 0:20:08Guaranteed sunshine all year round,
0:20:08 > 0:20:11sandy beaches and just a short flight away,
0:20:11 > 0:20:14Tenerife is a firm favourite with the British.
0:20:14 > 0:20:17More of us visit the island than any other nationality.
0:20:17 > 0:20:20And, of course, it's where we've come to capture some sunshine
0:20:20 > 0:20:22while filming this latest series.
0:20:24 > 0:20:27Dean Goldsmith from Birmingham is one of many holiday-makers
0:20:27 > 0:20:30who return to the island again and again.
0:20:30 > 0:20:32We've been six or seven times before.
0:20:32 > 0:20:35We enjoyed, like, the late sunshine of the evening, um,
0:20:35 > 0:20:38the warmth, and the food's good.
0:20:38 > 0:20:40So good in fact that, a year ago,
0:20:40 > 0:20:42Dean and his wife started planning another visit,
0:20:42 > 0:20:45this time hiring a villa with friends.
0:20:46 > 0:20:49Dean spent some time searching online for the perfect villa
0:20:49 > 0:20:53in the perfect spot, and he thought he'd found exactly that
0:20:53 > 0:20:56on a website called sunnycanaryislands.com.
0:20:56 > 0:20:59I was looking for a villa in Costa Adeje,
0:20:59 > 0:21:01and on the home page, this one...this one came up.
0:21:01 > 0:21:04So I clicked on, had a look, um...
0:21:04 > 0:21:06The photos were amazing.
0:21:06 > 0:21:09The four-bedroom villa was everything they were looking for,
0:21:09 > 0:21:13so Dean was keen to snap up the deal of 1,600 euros
0:21:13 > 0:21:15for an eight-night stay.
0:21:16 > 0:21:18There were several options for making the payment
0:21:18 > 0:21:21and Dean went for the one he knew would be safest,
0:21:21 > 0:21:23using his credit card.
0:21:23 > 0:21:25I opted for a credit card payment, um...
0:21:25 > 0:21:30due to the fact that I know you get a bit of a guarantee with that.
0:21:30 > 0:21:32I wasn't sure about PayPal,
0:21:32 > 0:21:36but I know you get insurance and stuff with your credit card.
0:21:37 > 0:21:38Booking complete,
0:21:38 > 0:21:40Dean e-mailed the company for an exact address
0:21:40 > 0:21:44so he could show the others where the villa was located,
0:21:44 > 0:21:46but there was no response.
0:21:46 > 0:21:48After about a week of not hearing anything back
0:21:48 > 0:21:51off Sunny Canary Island, I decided to go on the website.
0:21:51 > 0:21:53It then came up with a message saying,
0:21:53 > 0:21:58"This website no longer exists," which made us feel quite anxious.
0:21:59 > 0:22:03And things only got worse when he did a further search online.
0:22:03 > 0:22:07The reviews were stating people were turning up at the airport,
0:22:07 > 0:22:09and no transfer was there.
0:22:09 > 0:22:12They were getting taxis from the airport to the supposed place
0:22:12 > 0:22:15where the villas were, and the villas weren't there.
0:22:16 > 0:22:20Dean contacted his credit card company, MBNA,
0:22:20 > 0:22:23to say he suspected he'd been a victim of fraud,
0:22:23 > 0:22:26and to see if there was any way he could get his money back,
0:22:26 > 0:22:29but the company's response wasn't quite what he'd hoped for.
0:22:29 > 0:22:32The credit card company initially said to me
0:22:32 > 0:22:36that there's nothing they can do until I actually go to Tenerife
0:22:36 > 0:22:40and the villa isn't there and the transfer isn't there.
0:22:40 > 0:22:44Despite the reviews suggesting Sunny Canary wasn't all it appeared to be,
0:22:44 > 0:22:47Dean would effectively have to prove to the credit card company
0:22:47 > 0:22:49that there was no villa,
0:22:49 > 0:22:51and that no-one had come to pick him up as arranged,
0:22:51 > 0:22:54which of course meant he'd have to go to Tenerife
0:22:54 > 0:22:56knowing he was unlikely to get what he'd paid for.
0:23:00 > 0:23:01Well, in the end,
0:23:01 > 0:23:03Dean and his friends decided they would fly to Tenerife,
0:23:03 > 0:23:07and if, as they suspected, the villa didn't exist,
0:23:07 > 0:23:10Dean would finally be able to prove to his credit card company
0:23:10 > 0:23:12that he really had been ripped off.
0:23:13 > 0:23:16Now, by a stroke of luck, the dates he was going to Tenerife
0:23:16 > 0:23:19coincided with when we were there filming,
0:23:19 > 0:23:23so I was able to meet him as he set off to search for the elusive villa,
0:23:23 > 0:23:26with only the name and the street it's supposedly on to help him.
0:23:26 > 0:23:28Would it exist after all, and, if not,
0:23:28 > 0:23:31would he get the proof he needed to get his money back?
0:23:33 > 0:23:35- Hi, Dean.- Hi, Julia.
0:23:35 > 0:23:37- Lovely to see you.- Nice to meet you.
0:23:37 > 0:23:40Now, the first piece of luck is that we have come to the right road,
0:23:40 > 0:23:43- I think, because if you look up there, Avenida Europa.- Oh, yeah.
0:23:43 > 0:23:46- Yes, that's correct. - That's all right, isn't it?
0:23:46 > 0:23:48- You've got the details, I believe, on you, have you?- I have, yeah.
0:23:48 > 0:23:52"Villa Eugenio, Avenue Europa, Tenerife, Canary Islands."
0:23:52 > 0:23:55OK, so we know we're in the right street.
0:23:55 > 0:23:57- It looks like it's quite a long one...- Mm-hmm.
0:23:57 > 0:24:00- ..so I suggest we go in our car together...- OK.
0:24:00 > 0:24:03..and you can look out one way, I'll look out the other way
0:24:03 > 0:24:05- and we'll see what we can see. - Sounds good.
0:24:08 > 0:24:11'So time to go on a villa hunt.'
0:24:13 > 0:24:17Let's keep our eyes peeled for the magic word, Eugenio.
0:24:17 > 0:24:22Ah, look. "San Eugenio Alto. Ocean View."
0:24:22 > 0:24:25- Shall we stop and have a look? - Yeah. Why not?- Shall we?
0:24:25 > 0:24:28'It's similar enough to the name we're looking for
0:24:28 > 0:24:30'to make us think that we might at least be on the right track.'
0:24:30 > 0:24:32- Oh, hello.- Hi.
0:24:32 > 0:24:37This gentleman here is looking for a villa that he booked online.
0:24:37 > 0:24:39Villa Eugenio.
0:24:39 > 0:24:40- All right.- And what is this?
0:24:40 > 0:24:42This is Ocean View.
0:24:42 > 0:24:45But it's got the name Eugenio in it, hasn't it?
0:24:45 > 0:24:48- This is the area, San Eugenio. - Ah, OK.
0:24:48 > 0:24:50- Ah...- That's the area.- Yes.
0:24:51 > 0:24:54'Once again, we spot the magic word.'
0:24:54 > 0:24:57- Do you see it says "Oasis San Eugenio" there?- Oh, yeah.
0:24:57 > 0:25:01Shall we pop in there and see if they've ever heard of this place
0:25:01 > 0:25:04- that we think doesn't exist? - Yeah, why not? Yes.
0:25:04 > 0:25:06Sorry to interrupt your day.
0:25:06 > 0:25:08I booked a villa not long ago.
0:25:08 > 0:25:09Right.
0:25:09 > 0:25:12I've sort of being given the address as Villa Eugenio.
0:25:12 > 0:25:14- No, I've not heard of... - Not heard that villa?
0:25:14 > 0:25:15No, or that company.
0:25:15 > 0:25:18- And how long have you been here? - I've been here now about 20 years.
0:25:18 > 0:25:22- Oh, goodness, well, you really would know, wouldn't you?- Yes, yeah.
0:25:22 > 0:25:24Well, by now, we'd been up and down the whole street,
0:25:24 > 0:25:28and it's clear that the villa is nowhere to be found.
0:25:28 > 0:25:31While we've reported many times on similar scams,
0:25:31 > 0:25:33where booked and paid for accommodation doesn't exist,
0:25:33 > 0:25:36usually the payments have been made by bank transfer,
0:25:36 > 0:25:39rather than, as at this time, by credit card.
0:25:39 > 0:25:43But, of course, the fact it offered a legitimate method of paying
0:25:43 > 0:25:45is what gave the site its credibility.
0:25:46 > 0:25:49'So, though he's had to come a long way to get it,
0:25:49 > 0:25:52'Dean does at last have the proof he hopes will be enough
0:25:52 > 0:25:56'to get his money back, so he gives the credit card company a call.'
0:25:56 > 0:25:59I'm actually here at the moment, and we've walked up and down
0:25:59 > 0:26:01the street where the Villa Eugenio was supposed to be.
0:26:01 > 0:26:04There's absolutely nothing there at all. No, no.
0:26:04 > 0:26:05It is, yeah. Will do.
0:26:05 > 0:26:07Thank you.
0:26:07 > 0:26:09Cheers, then. Bye-bye. Bye.
0:26:09 > 0:26:13- And?- They want to just clarify that I've travelled to Tenerife
0:26:13 > 0:26:16and that the rip-off has occurred,
0:26:16 > 0:26:20and they've put a date of the 21st of November as the refund.
0:26:20 > 0:26:22- So, all's good.- Hooray.
0:26:22 > 0:26:26- So how are you feeling now? - I'm feeling elated.- Good.
0:26:26 > 0:26:29Well, you won't be at all surprised to hear that when we tried
0:26:29 > 0:26:32to contact the rental company sunnycanaryislands.com,
0:26:32 > 0:26:34we heard absolutely nothing back.
0:26:35 > 0:26:39But we also got in touch with Dean's credit card company, MBNA,
0:26:39 > 0:26:42to see why he had to go to such lengths to prove he'd been
0:26:42 > 0:26:45a victim of fraud, when there were already so many others
0:26:45 > 0:26:47who appeared to have been let down.
0:26:47 > 0:26:50MBNA told us that it always supports customers
0:26:50 > 0:26:53in getting their money back whenever a supplier
0:26:53 > 0:26:55has not delivered a service as promised,
0:26:55 > 0:26:59but it reiterated that a refund can only be offered
0:26:59 > 0:27:02once the date the service was due to be provided has passed,
0:27:02 > 0:27:06and, in this case, that had to be the start of the holiday.
0:27:06 > 0:27:07But it confirmed...
0:27:12 > 0:27:15Well, Dean's obviously delighted to get his money back,
0:27:15 > 0:27:17but he's still ended up out of pocket
0:27:17 > 0:27:19after paying for extra accommodation,
0:27:19 > 0:27:22and the whole saga has shaken his confidence
0:27:22 > 0:27:24in booking a villa online in future.
0:27:24 > 0:27:26It's left me feeling quite vulnerable.
0:27:26 > 0:27:28I like to think of myself as experienced
0:27:28 > 0:27:32in booking accommodation abroad, which I've done for many years,
0:27:32 > 0:27:34but I was quite easily drawn in.
0:27:34 > 0:27:35Cheers.
0:27:40 > 0:27:43If you've got a story you'd like us to investigate,
0:27:43 > 0:27:46you can join in the conversation on our Facebook page -
0:27:46 > 0:27:48just look for BBC Rip-Off Britain -
0:27:48 > 0:27:53or you can log onto our website, bbc.co.uk/ripoffbritain.
0:27:53 > 0:27:56If you'd like to send us an e-mail, then our address is...
0:27:59 > 0:28:03Or if you want to send us a letter, then our new address is...
0:28:14 > 0:28:15You know, we've been doing this series for
0:28:15 > 0:28:17- several years now, haven't we?- Yes.
0:28:17 > 0:28:21And I have to say, it never ceases to amaze any of us
0:28:21 > 0:28:24just how far those scammers are prepared to go,
0:28:24 > 0:28:26and indeed what lies they'll tell
0:28:26 > 0:28:29in order to get their hands on your cash.
0:28:29 > 0:28:31It really is extraordinary.
0:28:31 > 0:28:34And the other thing is how clever they've become.
0:28:34 > 0:28:36But, you know, hopefully we've given you some useful pointers,
0:28:36 > 0:28:40so that it's not your money they end up snaffling next.
0:28:40 > 0:28:44In particular, do make sure that you know as much as you can
0:28:44 > 0:28:46about who you're attempting to do business with.
0:28:46 > 0:28:48So watch out for all those dodgy websites
0:28:48 > 0:28:52that the Civil Aviation Authority's warning us about.
0:28:52 > 0:28:54Absolutely. Don't just be tempted by whoever's offering
0:28:54 > 0:28:58the cheapest fare, particularly if it's a name you've never heard of.
0:28:58 > 0:29:01Double-check to see if they're above board.
0:29:01 > 0:29:03But that's where we've got to leave it for now.
0:29:03 > 0:29:06We'll see you again for a look at more of your stories very soon,
0:29:06 > 0:29:09but, for now, thanks for watching, and from all of us here...
0:29:09 > 0:29:10- Bye-bye.- Goodbye.- Goodbye.