0:00:02 > 0:00:05We asked you who's left you feeling ripped off when it comes to
0:00:05 > 0:00:07your holidays, and you came back with a catalogue
0:00:07 > 0:00:09of travel disasters.
0:00:09 > 0:00:12This can't be happening, it's a nightmare.
0:00:12 > 0:00:13Wake me up from it, please.
0:00:13 > 0:00:18It was just a shambles, that's the best way to say it.
0:00:18 > 0:00:19It was just a shambles.
0:00:19 > 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 > 0:00:30and what you can do about it.
0:00:30 > 0:00:33Your stories, your money - this is Rip-Off Britain.
0:00:36 > 0:00:40Hello, and thank you so much for joining us on Rip-Off Britain.
0:00:40 > 0:00:43We've come to the sunshine island of Tenerife to investigate some of your
0:00:43 > 0:00:46holiday stories, and it's lovely to have your company.
0:00:46 > 0:00:50But not everyone you come across on a trip away is always going to be
0:00:50 > 0:00:53quite so welcoming, and the fact is that who you end up
0:00:53 > 0:00:56sharing your holiday with can make a real difference to
0:00:56 > 0:00:57how much you enjoy it.
0:00:57 > 0:00:59Now, don't get us wrong, because by that, of course,
0:00:59 > 0:01:02we don't mean the people that you choose to travel with,
0:01:02 > 0:01:05however frustrating they may turn out to be on the trip!
0:01:05 > 0:01:07No, what we're talking about are the ones that you might
0:01:07 > 0:01:12find yourself saddled with en route, or indeed when you arrive,
0:01:12 > 0:01:14because the people that you sit next to
0:01:14 > 0:01:17or who are given a room next door to you
0:01:17 > 0:01:19can have a major impact on your trip,
0:01:19 > 0:01:23especially if their idea of a holiday is very different
0:01:23 > 0:01:25and certainly a lot noisier than yours.
0:01:25 > 0:01:27Now, each to their own of course,
0:01:27 > 0:01:30and if what you're after is a good old party atmosphere,
0:01:30 > 0:01:33you won't be very happy if you end up in a get-away-from-it-all
0:01:33 > 0:01:37quiet retreat. So we'll be seeing how accurately we're given the
0:01:37 > 0:01:41right impression of, say, a place's character and indeed its clientele,
0:01:41 > 0:01:44as well as getting an exclusive peek at what's being done
0:01:44 > 0:01:47to stop the sort of behaviour that can ruin a holiday
0:01:47 > 0:01:49before it's even begun.
0:01:49 > 0:01:53Coming up - a flight disrupted by drunken passengers
0:01:53 > 0:01:55and a small boy caught in the crossfire.
0:01:55 > 0:02:00This man, like, opened his bottle top and he, like,
0:02:00 > 0:02:02threw it back and it hit my head,
0:02:02 > 0:02:05and it made like, this little hole in my head,
0:02:05 > 0:02:08and a little scratch of blood came out.
0:02:08 > 0:02:11And if your hotel's described as the lap of luxury,
0:02:11 > 0:02:15is this what you'd expect to find when you arrive?
0:02:15 > 0:02:18It just became mayhem, they were chucking drinks over each other,
0:02:18 > 0:02:22being sick in the pool. It was more like an 18-30...
0:02:22 > 0:02:24holiday club.
0:02:24 > 0:02:28Plus, keep it to yourself, but we reveal an island paradise
0:02:28 > 0:02:30that needn't break the bank.
0:02:33 > 0:02:35Being drunk in a bar is one thing,
0:02:35 > 0:02:38but being drunk on a plane is quite another.
0:02:38 > 0:02:41Not least because in recent years there's been a big rise
0:02:41 > 0:02:44in delays caused by passengers who've had one too many.
0:02:44 > 0:02:47Well, airlines and airport staff are determined to minimise
0:02:47 > 0:02:50such disruption, and we went to see some of the methods
0:02:50 > 0:02:52they're using to do it.
0:02:55 > 0:02:59The golden age of air travel from the 1950s onwards
0:02:59 > 0:03:04brought unparalleled access to the world for those who could afford it.
0:03:04 > 0:03:08The luxury at airports and on board meant champagne corks were flying
0:03:08 > 0:03:10as much as the passengers.
0:03:10 > 0:03:12- NEWSREEL:- Several bottles of bubbly were popped,
0:03:12 > 0:03:14and the passengers celebrated.
0:03:14 > 0:03:17In the decades since, on long-haul flights especially,
0:03:17 > 0:03:21we came to expect the drinks trolley to freely dispense all those
0:03:21 > 0:03:24miniature bottles, but if these days it seems to come round
0:03:24 > 0:03:27a little less often, there's a good reason for that.
0:03:27 > 0:03:30Because, with pubs and champagne bars jostling for space
0:03:30 > 0:03:33alongside the airport departure gates, there are concerns that
0:03:33 > 0:03:36some passengers have already had one too many
0:03:36 > 0:03:38before they even get on board.
0:03:40 > 0:03:44Now, for many people, having a drink at the airport or on the plane
0:03:44 > 0:03:46is just part of getting into the holiday spirit,
0:03:46 > 0:03:49but police and airlines are warning that overindulging
0:03:49 > 0:03:51could have consequences.
0:03:52 > 0:03:54Over the last few years, hundreds of passengers
0:03:54 > 0:03:58have been arrested on suspicion of being drunk on a plane, and,
0:03:58 > 0:04:02according to news reports, some very high fliers indeed may also have had
0:04:02 > 0:04:05more than just one for the road.
0:04:05 > 0:04:08Kate Moss has been escorted off a plane at Luton Airport
0:04:08 > 0:04:10for reportedly being disruptive.
0:04:10 > 0:04:14The French film star Gerard Depardieu was removed
0:04:14 > 0:04:17from an aeroplane after urinating in a bottle during takeoff.
0:04:21 > 0:04:24And we didn't have to look very hard to find people who'd shared
0:04:24 > 0:04:28a flight with passengers who'd gone overboard at the bar.
0:04:28 > 0:04:30It is annoying when somebody gets smashed on a plane.
0:04:30 > 0:04:33You don't really want to hear a crowd of people really drunk on the plane.
0:04:33 > 0:04:36I think it's a massive issue, actually, especially for the
0:04:36 > 0:04:38cabin crew on there as well, the things they have to deal with.
0:04:38 > 0:04:41I was on a flight to Spain and there was a group of guys,
0:04:41 > 0:04:44obviously drunk, and they were making a lot of noise,
0:04:44 > 0:04:47shouting a lot. It was just not comfortable.
0:04:47 > 0:04:51That discomfort is a feeling that single mum Sarah Gregory
0:04:51 > 0:04:56can certainly relate to, after a flight she took to Ibiza in 2016.
0:04:56 > 0:04:58She was flying with her two children,
0:04:58 > 0:05:01seven-year-old Aston and four-year-old India,
0:05:01 > 0:05:04for a two-week family break in the sun.
0:05:04 > 0:05:07The children were really excited about going on holiday.
0:05:07 > 0:05:09It had taken me a year to save up,
0:05:09 > 0:05:12so it was aimed at being a lovely family break in Ibiza,
0:05:12 > 0:05:15which would be suitable for the children.
0:05:16 > 0:05:19Sarah booked her flights with Ryanair, which,
0:05:19 > 0:05:21two days before the family was due to fly,
0:05:21 > 0:05:24sent an e-mail explaining it was tightening the rules
0:05:24 > 0:05:28around alcohol consumption on its flights to Ibiza.
0:05:28 > 0:05:30It explained that any passenger considered to be drunk
0:05:30 > 0:05:34wouldn't be allowed to board their flight, and no pre-purchased alcohol
0:05:34 > 0:05:37could be brought on board either.
0:05:37 > 0:05:40All very reassuring for Sarah.
0:05:40 > 0:05:43It was going to be really easy to travel with the children,
0:05:43 > 0:05:47they were going to be safe and have a comfortable flight,
0:05:47 > 0:05:51and that it was going to be very manageable on my own
0:05:51 > 0:05:52travelling with the children.
0:05:54 > 0:05:56But when Sarah got to Leeds Bradford Airport
0:05:56 > 0:06:00and through to the departure lounge, it appeared that Ryanair's message
0:06:00 > 0:06:04hadn't got through to some of the other passengers on her flight.
0:06:05 > 0:06:09There was quite a lot of merriment, shouting, singing, obviously,
0:06:09 > 0:06:13as you would probably expect on boarding a flight to Ibiza.
0:06:13 > 0:06:17But nobody checked the baggage, nobody looked in the bags,
0:06:17 > 0:06:21nobody was really assessing anyone to see if they were worse for wear
0:06:21 > 0:06:22for alcohol.
0:06:22 > 0:06:26And, as Sarah and her children boarded the plane,
0:06:26 > 0:06:30her heart sank when one visibly drunk passenger was doing so, too.
0:06:30 > 0:06:35The individual we'd actually seen staggering around earlier
0:06:35 > 0:06:40in the airport, to our surprise, actually got on the flight,
0:06:40 > 0:06:42was allowed to board it,
0:06:42 > 0:06:46walked down the aisle, erm...
0:06:46 > 0:06:48quite clearly worse for wear,
0:06:48 > 0:06:52and swearing profusely in front of my children.
0:06:52 > 0:06:57He then sat in the seat directly behind my son,
0:06:57 > 0:07:02continued to swear profusely, and then fell asleep.
0:07:04 > 0:07:07Hoping the other well-oiled passengers would also drop off,
0:07:07 > 0:07:11Sarah was dismayed to hear the announcement heralding the arrival
0:07:11 > 0:07:14of the drinks trolley, and she was disappointed to see
0:07:14 > 0:07:16drinks being served to people who, in her opinion,
0:07:16 > 0:07:19already appeared rather too merry,
0:07:19 > 0:07:22in complete contrast to what Ryanair's e-mail
0:07:22 > 0:07:24had said would happen.
0:07:24 > 0:07:28Things started to get very rowdy and disruptive,
0:07:28 > 0:07:32and I felt that the cabin crew were very much struggling to cope
0:07:32 > 0:07:34with the disruption at that point.
0:07:36 > 0:07:39And when the drunken passengers began throwing items
0:07:39 > 0:07:42across the cabin, Sarah's son Aston found himself
0:07:42 > 0:07:45in the firing line.
0:07:45 > 0:07:46Everyone was scared of them.
0:07:46 > 0:07:50They were shouting, they were screaming, they were putting
0:07:50 > 0:07:52fists out at everyone.
0:07:52 > 0:07:56This man, like, opened this bottle top and he, like,
0:07:56 > 0:07:59threw it back and it hit my head and it made, like,
0:07:59 > 0:08:04this little hole in my head and a little scratch of blood came out.
0:08:04 > 0:08:09The flight had degenerated into such a point where it became
0:08:09 > 0:08:13absolutely unbearable. It was just awful.
0:08:13 > 0:08:15When my son was actually struck on the head with the cans
0:08:15 > 0:08:19and bottle tops, it did make me really angry.
0:08:19 > 0:08:23The cabin crew, they didn't actually intervene or do anything
0:08:23 > 0:08:27to make the situation any better or any safer for my children.
0:08:29 > 0:08:32Sarah couldn't wait for the flight to come to an end,
0:08:32 > 0:08:35and once her holiday was over and she was back in the UK,
0:08:35 > 0:08:39she wanted to know not just why drunk and disorderly passengers
0:08:39 > 0:08:42had been allowed to board the flight in the first place,
0:08:42 > 0:08:45but why they were then able to buy and drink more alcohol.
0:08:45 > 0:08:47So she wrote to Ryanair.
0:08:47 > 0:08:51But when the airline replied, its version of how things were handled
0:08:51 > 0:08:54was rather different from the way Sarah remembered them.
0:08:56 > 0:09:01I actually received a letter from the airline saying that it was
0:09:01 > 0:09:04regrettable that we hadn't enjoyed the flight.
0:09:04 > 0:09:09However, they had interviewed all the crew on board that flight
0:09:09 > 0:09:12and they were satisfied that procedures WERE followed.
0:09:12 > 0:09:16I don't feel that the airline took my complaint seriously
0:09:16 > 0:09:22or actually realised how bad the situation had been,
0:09:22 > 0:09:24particularly for my children.
0:09:25 > 0:09:29Well, when WE contacted Ryanair, the airline agreed that
0:09:29 > 0:09:33a number of individuals caused a minor disturbance on Sarah's flight
0:09:33 > 0:09:35and were warned to behave.
0:09:35 > 0:09:38It says it operates strict guidelines
0:09:38 > 0:09:41for disruptive passengers who, in addition to being cautioned
0:09:41 > 0:09:42by the crew or captain,
0:09:42 > 0:09:46could be liable for further sanctions upon landing.
0:09:46 > 0:09:49Ryanair says it won't tolerate unruly behaviour,
0:09:49 > 0:09:52and the safety and comfort of customers,
0:09:52 > 0:09:55crew and aircraft is its number one priority.
0:09:55 > 0:09:57And it reiterated that,
0:09:57 > 0:09:59after consulting with passengers and airports...
0:10:11 > 0:10:12But it's not just the behaviour of
0:10:12 > 0:10:16drunken passengers that can cause problems on flights.
0:10:16 > 0:10:20Identifying and tackling those intoxicated passengers,
0:10:20 > 0:10:22not to mention their friends and luggage,
0:10:22 > 0:10:24can have quite an impact too,
0:10:24 > 0:10:26disrupting and even delaying flights.
0:10:26 > 0:10:28So, to prevent such incidents,
0:10:28 > 0:10:34Glasgow Prestwick Airport has employed extra staff who've been likened to bouncers,
0:10:34 > 0:10:37because it's their job to keep an eye on passengers' pre-flight boozing,
0:10:37 > 0:10:42and intervene if it looks as if things are getting out of hand.
0:10:42 > 0:10:47Security operations manager Kate Kilgour is overseeing the new initiative.
0:10:47 > 0:10:49Introducing the bouncers,
0:10:49 > 0:10:52we obviously want to try and achieve the early intervention,
0:10:52 > 0:10:53so building rapport.
0:10:53 > 0:10:56As soon as the passengers come into the terminal
0:10:56 > 0:10:59we want to try and obviously gauge how they are, to see if they've actually
0:10:59 > 0:11:01had any alcohol consumption before they've arrived.
0:11:03 > 0:11:05Kate plans ahead,
0:11:05 > 0:11:08checking the make-up of passenger lists for flights to destinations
0:11:08 > 0:11:13popular with stag, hen and general partygoers, such as Magaluf and Ibiza.
0:11:13 > 0:11:18When she identifies potential flashpoints, she books extra security,
0:11:18 > 0:11:21specifically to deal with alcohol-related problems.
0:11:21 > 0:11:24On duty today is Tommy Mitchell,
0:11:24 > 0:11:28a doorman with ten years' experience in pubs and clubs.
0:11:28 > 0:11:31Passengers booked on the 3:15 Ibiza flight are starting to roll in,
0:11:31 > 0:11:34and he's keeping a watchful eye on them.
0:11:34 > 0:11:37And it doesn't take long before Kate spots a group
0:11:37 > 0:11:39she'd like Tommy to have a chat with.
0:11:39 > 0:11:41I'll just go over and show my presence...
0:11:41 > 0:11:44- Thank you.- ..and have a chat with them. Thanks, Kate.
0:11:44 > 0:11:47Tommy's approach to simply introduce himself to groups such as these
0:11:47 > 0:11:52is often all it takes to curb any overenthusiastic behaviour.
0:11:52 > 0:11:56- How are you doing, boys, all right? - Aye.- Great, Tommy.- Good, good.
0:11:56 > 0:11:58I do a quick look at them and make sure
0:11:58 > 0:12:01none of them are intoxicated or on drugs,
0:12:01 > 0:12:03and I'm also looking for their attitude.
0:12:03 > 0:12:06And they're a good bunch of guys, we just had a bit of chat. Having a laugh with them.
0:12:06 > 0:12:11Kate's confident that such interventions ARE doing the trick.
0:12:11 > 0:12:14We've definitely seen a marked improvement since introducing the stewards
0:12:14 > 0:12:16within the terminal.
0:12:16 > 0:12:19Obviously just having that extra pair of eyes,
0:12:19 > 0:12:22that early intervention is definitely key for us.
0:12:23 > 0:12:27Glasgow Prestwick isn't the only airport to operate such a scheme.
0:12:27 > 0:12:30Glasgow's other airport, and London Gatwick
0:12:30 > 0:12:33are among those to have also introduced initiatives
0:12:33 > 0:12:37to tackle excessive drinking before passengers get on board.
0:12:37 > 0:12:39And in summer 2016,
0:12:39 > 0:12:41many other airports and airlines
0:12:41 > 0:12:45signed up to a UK aviation industry code of practice.
0:12:45 > 0:12:47According to aviation expert Julian Bray,
0:12:47 > 0:12:49that's not before time.
0:12:50 > 0:12:55Bad behaviour on aircraft, this has been a wake-up call to the industry because previously
0:12:55 > 0:12:59they were prepared to allow a little bit of merriment to go on.
0:12:59 > 0:13:04The point is, you are entering an environment, it's a strange environment,
0:13:04 > 0:13:07you're excited, you're breathing
0:13:07 > 0:13:10recirculated air, so you're very dry.
0:13:10 > 0:13:12And so alcohol will react very, very quickly.
0:13:12 > 0:13:16So the industry's finally realised this, and they've said, "Right, OK,
0:13:16 > 0:13:20"we're going to try and make sure it's safe for everybody, because everybody
0:13:20 > 0:13:23"has a right to quiet enjoyment on a flight."
0:13:23 > 0:13:26For her part, after her flight last summer,
0:13:26 > 0:13:30Sarah would welcome more initiatives such as the one at Glasgow.
0:13:31 > 0:13:36I am concerned that this could actually happen again if we go on
0:13:36 > 0:13:40holiday again next year, so unless something is done in the interim to
0:13:40 > 0:13:42prevent this, then it is quite worrying.
0:13:42 > 0:13:47It's difficult enough to travel with children, and given the situation,
0:13:47 > 0:13:51it's not one that I would wish any other family to go through.
0:13:54 > 0:13:58Our travel expert, Simon Calder, has all the secrets to save
0:13:58 > 0:14:01you money on your money on your travels. He's full of tips on everything
0:14:01 > 0:14:06from how to avoid the crowds, to the best way to steer clear of those tourist traps.
0:14:08 > 0:14:11This time, the Azores.
0:14:11 > 0:14:14I've organised some truly dreadful holidays.
0:14:14 > 0:14:18Just ask my family about the fly-drive to Denmark,
0:14:18 > 0:14:20where it turned out there was no car!
0:14:20 > 0:14:25Or the expedition to Greenland and Baffin Island that was basically two
0:14:25 > 0:14:29weeks sitting and stewing on an old Polish ferry.
0:14:29 > 0:14:35But there was one trip that delivered fantastic experiences and formidable value.
0:14:37 > 0:14:41The Azores are a collection of islands in the middle of the Atlantic,
0:14:41 > 0:14:45and since the Portuguese government allowed budget airlines to fly there
0:14:45 > 0:14:49in 2015, the price of flights has dropped by two thirds.
0:14:49 > 0:14:51Even better, once you arrive,
0:14:51 > 0:14:55Simon says it's easy to explore on the cheap.
0:14:55 > 0:14:59Prices in most remote islands are annoyingly high,
0:14:59 > 0:15:02but in the Azores they're gratifyingly low.
0:15:02 > 0:15:06You could spend more than £50 for a decent hotel room,
0:15:06 > 0:15:09or over a tenner for a good dinner with a glass of wine,
0:15:09 > 0:15:11but there's not really much point.
0:15:11 > 0:15:14And taxis are so inexpensive,
0:15:14 > 0:15:18you might consider using them instead and simply not renting a car.
0:15:18 > 0:15:23And Simon has a list of must-sees and things to do.
0:15:23 > 0:15:24The volcanic observatory,
0:15:24 > 0:15:28a hike up to the Lake of Fire in the east of the island,
0:15:28 > 0:15:32a steam and soak with naturally heated water in the centre at
0:15:32 > 0:15:35Caldeira Velha, and the stunning Seven Cities,
0:15:35 > 0:15:39a cascade of volcanic craters near the western edge.
0:15:39 > 0:15:44By the end of the day, you'll feel you've witnessed the raw edge of the
0:15:44 > 0:15:48world, but you've still got a fish dinner to look forward to.
0:15:53 > 0:15:56Now, before arriving at a holiday hotel,
0:15:56 > 0:16:00each of us will have a very clear idea of what sort of atmosphere we'd
0:16:00 > 0:16:01like it to have. For example,
0:16:01 > 0:16:04you might be looking for somewhere peaceful and relaxing and very much
0:16:04 > 0:16:06geared to adults only.
0:16:06 > 0:16:10Or maybe you want a place more family focused with all the hubbub and fun
0:16:10 > 0:16:14that that involves. Or, of course, you could be looking for a full-on
0:16:14 > 0:16:16party atmosphere... Is it me?
0:16:16 > 0:16:18You'll have to guess. ..with music going on around the clock.
0:16:18 > 0:16:20Now, whichever is your preference,
0:16:20 > 0:16:22and I'm absolutely sure which one I like,
0:16:22 > 0:16:24you're not going to be happy if you don't get it.
0:16:24 > 0:16:27Quality time relaxing quietly.
0:16:27 > 0:16:29With the only noise to disturb you,
0:16:29 > 0:16:32the gentle sound of waves lapping at the shore.
0:16:32 > 0:16:35Veterinary nurse Debbie Parry's requirements for her week away with
0:16:35 > 0:16:38her boyfriend was simple.
0:16:38 > 0:16:39We've both got full-time jobs,
0:16:39 > 0:16:41we don't really see a lot of each other,
0:16:41 > 0:16:43even though we live together.
0:16:43 > 0:16:45Holidays are very, very important to us.
0:16:45 > 0:16:48And this is why we like to spend quiet time together.
0:16:48 > 0:16:53To have our own privacy, and just to enjoy together time.
0:16:55 > 0:16:57To make sure rest and relaxation
0:16:57 > 0:17:01would be what she got on her holiday in September 2015,
0:17:01 > 0:17:05Debbie restricted her search to hotels that particularly
0:17:05 > 0:17:07described themselves as adults only.
0:17:09 > 0:17:13We have nothing against children, I do have two young nephews.
0:17:13 > 0:17:17But I wouldn't want a holiday with them.
0:17:17 > 0:17:19After a bit of searching online,
0:17:19 > 0:17:21Debbie found what sounded like the perfect option,
0:17:21 > 0:17:23with the holiday giant Thomson.
0:17:23 > 0:17:26It was a seven night stay in the five-star
0:17:26 > 0:17:29Insula Alba Resort and Spa in Crete,
0:17:29 > 0:17:31one of the company's platinum resorts,
0:17:31 > 0:17:36which means it's part of a hand-picked selection of first-rate properties.
0:17:36 > 0:17:39Not only did the hotel offer designer decor and sea views,
0:17:39 > 0:17:44but Thomson's website clearly stated that the resort was adults only.
0:17:44 > 0:17:47Now, for Debbie, it was just what she was looking for,
0:17:47 > 0:17:51so she enthusiastically booked.
0:17:51 > 0:17:56It was adults only, it just ticked the right boxes as far as I was concerned,
0:17:56 > 0:18:00and it just sounded absolutely fantastic.
0:18:00 > 0:18:0217 weeks later, when the holiday came around,
0:18:02 > 0:18:05Debbie and her boyfriend, Steve, were well and truly ready
0:18:05 > 0:18:09for a peaceful and relaxing week in the sun.
0:18:09 > 0:18:12But the child-free haven they were expecting wasn't quite the scene
0:18:12 > 0:18:15they were greeted with on their first morning.
0:18:17 > 0:18:19Unfortunately, when we went in for breakfast,
0:18:19 > 0:18:22we noticed that there were quite a few families in there.
0:18:22 > 0:18:25So that was fine, the breakfast was lovely.
0:18:25 > 0:18:28But it did raise an alarm bell.
0:18:29 > 0:18:30Not thinking too much about it,
0:18:30 > 0:18:34the couple returned to their room to make the most of their private pool.
0:18:34 > 0:18:38But their much wanted peace and quiet was shattered by the screams
0:18:38 > 0:18:41of a baby crying in the adjoining room.
0:18:41 > 0:18:44I just then got frustrated. I went to the reception,
0:18:44 > 0:18:48I was given the e-mail address for the Thomson rep and
0:18:48 > 0:18:52I then came back, sent her an e-mail explaining the situation.
0:18:53 > 0:18:57Debbie's point was that although of course she understands babies do
0:18:57 > 0:19:01cry, she hadn't expected that to be an issue in a hotel described as
0:19:01 > 0:19:05adults only. The rep agreed to move them to a different room,
0:19:05 > 0:19:08which they all hoped would be more peaceful, and at first it was.
0:19:10 > 0:19:14This room was lovely, and then within sort of 24 hours,
0:19:14 > 0:19:18a group of young adults had then moved into the room next door and
0:19:18 > 0:19:22they were just playing music from nine o'clock in the morning until,
0:19:22 > 0:19:26after about five, six phone calls to the reception,
0:19:26 > 0:19:30the manager finally came and told them to turn the music down.
0:19:32 > 0:19:34But by this time, three days
0:19:34 > 0:19:38into their seven-day break, Debbie's hopes of a relaxing trip were fading
0:19:38 > 0:19:41- very fast.- We ate out most nights,
0:19:41 > 0:19:44simply just to have some quiet time to ourselves.
0:19:44 > 0:19:46I just couldn't wait to get home.
0:19:49 > 0:19:51As soon as they returned to the UK,
0:19:51 > 0:19:53Debbie got in touch with Thomson to complain.
0:19:53 > 0:19:57She didn't feel the hotel had been what she'd expected at all.
0:19:57 > 0:20:02And she certainly couldn't understand why it was described as adults only
0:20:02 > 0:20:05on Thomson's website, as well as the hotel's own website,
0:20:05 > 0:20:08when clearly that was not the case.
0:20:08 > 0:20:11I do feel that I was mis-sold the holiday.
0:20:11 > 0:20:14The reason that I chose that hotel was because it clearly stated
0:20:14 > 0:20:16"adults only".
0:20:17 > 0:20:21Thomson responded to Debbie with an e-mail that she found preposterous.
0:20:21 > 0:20:25Although the company apologised for any inconvenience caused,
0:20:25 > 0:20:29it also explained that the hotel was in fact adult focused,
0:20:29 > 0:20:32which means that although it's recommended for adults,
0:20:32 > 0:20:35there may be children there from other tour operators.
0:20:35 > 0:20:38And while they pointed out that this was stated in its terms and conditions,
0:20:38 > 0:20:41as far as Debbie is concerned, if that's the case,
0:20:41 > 0:20:44it shouldn't really have been labelled,
0:20:44 > 0:20:46and indeed sold, as adults only.
0:20:46 > 0:20:48I was very upset by the response,
0:20:48 > 0:20:52and nowhere in the advertisement did it say "adult focused".
0:20:53 > 0:20:55And you can see her point. When we checked,
0:20:55 > 0:20:59both Thomson's website and the hotel's were still
0:20:59 > 0:21:04very clearly describing the hotel as adults only and not adult focused.
0:21:05 > 0:21:07Well, when we got in touch with Thomson,
0:21:07 > 0:21:10the company told us it was very sorry to hear of her experience,
0:21:10 > 0:21:14and while it does have agreements in place with hoteliers at all
0:21:14 > 0:21:18adult-only resorts, it conceded that on this occasion these may not have
0:21:18 > 0:21:20been adhered to.
0:21:20 > 0:21:24Describing circumstances such as this is extremely rare,
0:21:24 > 0:21:28it added that it was carrying out a full investigation with the hotel
0:21:28 > 0:21:31management and will make any necessary changes.
0:21:33 > 0:21:37And it said it has now offered Debbie a goodwill gesture of £100,
0:21:37 > 0:21:39or £150 off her next holiday,
0:21:39 > 0:21:42which she has refused because she doesn't feel it covers her
0:21:42 > 0:21:45disappointment for what happened.
0:21:48 > 0:21:52But a very similar complaint has landed Thomson in hot water before.
0:21:52 > 0:21:56Back in 2012, the company was rapped over the knuckles by the
0:21:56 > 0:22:01Advertising Standards Authority after breaks advertised as adult only
0:22:01 > 0:22:05turned out to be a resort hosting families with young children.
0:22:07 > 0:22:10And another couple to contact us after staying in a Thomson hotel,
0:22:10 > 0:22:14where they say the vibe didn't quite match expectations,
0:22:14 > 0:22:16is Jeffrey Gardner and his wife, Geraldine.
0:22:16 > 0:22:20They got in touch to tell us that although kids weren't a complete no-no
0:22:20 > 0:22:24on a trip they took to Mexico with friends David and Trish,
0:22:24 > 0:22:27they did expect to have a peaceful and relaxing time.
0:22:27 > 0:22:31We'd found out that probably the best place for us to go would be Riviera Maya,
0:22:31 > 0:22:34as it's a nice, quiet resort.
0:22:35 > 0:22:38Having stayed in one of Thomson's Gold collection of resorts in the
0:22:38 > 0:22:43past, described by the company as classic holidays designed for adults,
0:22:43 > 0:22:46the foursome, keen to experience a similar type of break,
0:22:46 > 0:22:50plumped this time for a hotel from the tour operator's Platinum range,
0:22:50 > 0:22:54believing it would provide even higher levels of peace and relaxation.
0:22:54 > 0:22:58We were very much looking for a relaxing holiday,
0:22:58 > 0:23:01but somewhere that wasn't totally quiet,
0:23:01 > 0:23:06but equally we wanted to be able to kind of relax during the day and,
0:23:06 > 0:23:11you know, kind of just generally have a nice, peaceful time.
0:23:12 > 0:23:16They paid £7,200 between them for two weeks at the
0:23:16 > 0:23:19Grand Sirenis Riviera Maya Resort and Spa,
0:23:19 > 0:23:23described on Thomson's website as the lap of luxury.
0:23:23 > 0:23:24But when they arrived,
0:23:24 > 0:23:28the couples were surprised at the sort of clientele already lapping up
0:23:28 > 0:23:32that luxury, and the volume at which they were doing it.
0:23:32 > 0:23:35When we actually arrived on the resort,
0:23:35 > 0:23:39the first impression was that it was very loud and it was
0:23:39 > 0:23:44more like an 18-30 holiday club.
0:23:45 > 0:23:49In fact, Jeffrey and Geraldine were astonished to find themselves caught up in the
0:23:49 > 0:23:53notorious annual spring break celebrations of hundreds of students
0:23:53 > 0:23:58aged from 18 to 21. So notorious that television programmes have even
0:23:58 > 0:24:02made about it. And our couples' photos tell a very similar story.
0:24:02 > 0:24:06It just became mayhem, they were chucking drinks over each other, being sick in the pool.
0:24:06 > 0:24:11The noise was of a level where you couldn't really escape it.
0:24:11 > 0:24:16Now, nowhere on Thomson's brochures, or indeed on its website, does the company make
0:24:16 > 0:24:20any promises about the age or type of customers that you might expect to be
0:24:20 > 0:24:24sharing a hotel with. And however noisy they might have been,
0:24:24 > 0:24:26those students were adults.
0:24:26 > 0:24:28But when Jeffrey complained to Thomson,
0:24:28 > 0:24:32his argument was that as these students' idea of a holiday was so obviously
0:24:32 > 0:24:34very different to his own,
0:24:34 > 0:24:37he was never going to have got the relaxing holiday he presumed he'd
0:24:37 > 0:24:41booked by choosing a top-of-the-range platinum hotel.
0:24:41 > 0:24:45So the company did offer him some money back.
0:24:46 > 0:24:49They offered us £60 compensation each,
0:24:49 > 0:24:52which we thought was like a derogatory offer.
0:24:52 > 0:24:54And which we refused.
0:24:55 > 0:24:59Then they said they would pass it to somebody senior,
0:24:59 > 0:25:02and it would take another 56 days to investigate.
0:25:04 > 0:25:07Well, forget 56 days, or even 56 weeks,
0:25:07 > 0:25:11a lot longer has passed and the couple say that they are yet to
0:25:11 > 0:25:13receive a final response to their complaint.
0:25:13 > 0:25:17This complaint was made nearly two and a half years ago.
0:25:17 > 0:25:22And I feel that Thomson have just totally ignored...
0:25:22 > 0:25:24ignored everything that I've said.
0:25:24 > 0:25:28The complaints that I've made, they've not taken seriously.
0:25:28 > 0:25:32Whilst Thomson didn't comment directly on why Jeffrey and Geraldine are
0:25:32 > 0:25:35still waiting to hear from it regarding their complaint,
0:25:35 > 0:25:39it did say it's sorry the two couples were unhappy with their
0:25:39 > 0:25:43holiday experience. It said the management at its hotels worked closely with its
0:25:43 > 0:25:48destination services teams to monitor guests' behaviour and ensure
0:25:48 > 0:25:51that all customers are able to enjoy the holiday.
0:25:51 > 0:25:55It added that it's offered a gesture of goodwill to apologise.
0:25:56 > 0:25:58Geraldine and Jeffrey, however,
0:25:58 > 0:26:01say that they have rejected that offer and point out that on various
0:26:01 > 0:26:04holidays booked with Thomson, both before and since,
0:26:04 > 0:26:07they've paid a lot less to stay in nicer hotels.
0:26:09 > 0:26:14As for Debbie, well, she still feels that whatever the terms and conditions may say,
0:26:14 > 0:26:18a hotel is either adult only or it's not.
0:26:18 > 0:26:23If you book an adult only hotel, you should expect adults only.
0:26:23 > 0:26:26Whereas now I would be always thinking,
0:26:26 > 0:26:28"Is it going to be adults only?"
0:26:28 > 0:26:31And the answer to that question is - who knows?
0:26:38 > 0:26:41If you've got a story you'd like us to investigate,
0:26:41 > 0:26:45then get in touch with us via our Facebook page, BBC Rip Off Britain,
0:26:45 > 0:26:50our website, bbc.co.uk/ripoffbritain...
0:26:51 > 0:26:53or e-mail...
0:26:56 > 0:26:59Or, if you'd like to send us a letter, then our new address is...
0:27:12 > 0:27:15Well, it's one thing having to spend time with people who rub you up the
0:27:15 > 0:27:18wrong way at home, but quite another when it's during your precious
0:27:18 > 0:27:21holiday time for which you may have paid a lot of money.
0:27:21 > 0:27:24That'll put a dampener on even the sunniest of vacations!
0:27:24 > 0:27:27And whether that's been for the whole duration of the trip or just
0:27:27 > 0:27:31the flight, having the wrong sort of travelling companions really can
0:27:31 > 0:27:34mean that you get home rather more stressed than you were before you went away,
0:27:34 > 0:27:37which sort of defeats the whole point of going on holiday, really,
0:27:37 > 0:27:39- doesn't it?- I think it does rather,
0:27:39 > 0:27:41but it's a good job that the three of us get on as well as we do,
0:27:41 > 0:27:44that's all I can say, otherwise it might be a very different picture.
0:27:44 > 0:27:47But I'm afraid it's time to part company for now,
0:27:47 > 0:27:49as we're right out of time, but, of course,
0:27:49 > 0:27:52we'll be back to investigate more of your stories very soon.
0:27:52 > 0:27:55Please keep them coming in, we love them and we read every one.
0:27:55 > 0:27:58In the meantime, we hope your next holiday goes exactly the way you'd
0:27:58 > 0:28:02planned, and until the next time, from all of us, it's goodbye.
0:28:02 > 0:28:03- Goodbye.- Goodbye.