0:00:02 > 0:00:04JULIA SOMERVILLE: We asked you who's left you feeling ripped off
0:00:04 > 0:00:05when it comes to your holidays,
0:00:05 > 0:00:09and you came back with a catalogue of travel disasters.
0:00:09 > 0:00:11I thought it was a joke, I really did.
0:00:11 > 0:00:12You know, I started laughing.
0:00:12 > 0:00:14I said, you cannot be serious.
0:00:14 > 0:00:17They were saying it was not their fault.
0:00:17 > 0:00:21It was unbelievable. I can't even explain.
0:00:21 > 0:00:23- ANGELA RIPPON:- So whether it's a deliberate rip-off,
0:00:23 > 0:00:26a simple mistake, or a catch in the small print,
0:00:26 > 0:00:28we'll find out why you're out of pocket,
0:00:28 > 0:00:30and what you can do about it.
0:00:30 > 0:00:32- GLORIA HUNNIFORD: - Your stories, your money,
0:00:32 > 0:00:35this is Rip-off Britain.
0:00:36 > 0:00:40Hello, and welcome to a particularly jet-set edition of Rip-off Britain.
0:00:40 > 0:00:44Not just because we've come all the way to sunny Tenerife
0:00:44 > 0:00:45to investigate your stories,
0:00:45 > 0:00:47but because today we are focusing on
0:00:47 > 0:00:50the problems many of you have had with airlines.
0:00:50 > 0:00:53And our investigations have revealed some surprising secrets
0:00:53 > 0:00:54about the way they do business.
0:00:54 > 0:00:57We're also going to be finding out the answers to questions
0:00:57 > 0:01:01that anyone booking a flight has probably wondered about
0:01:01 > 0:01:02at some stage or another.
0:01:02 > 0:01:05Such as, when is the right time to bag the best fare?
0:01:05 > 0:01:08Is it by booking early or last-minute?
0:01:08 > 0:01:10And should we really be swayed
0:01:10 > 0:01:13by what looks like to be the cheapest deal in the first place?
0:01:13 > 0:01:14That's the dilemma.
0:01:14 > 0:01:17Well, on top of uncovering some surprising new facts,
0:01:17 > 0:01:20we'll also be resolving some real old chestnuts.
0:01:20 > 0:01:21So, as we prepare for takeoff,
0:01:21 > 0:01:25fasten your seat belts and stand by for some especially useful advice,
0:01:25 > 0:01:27because, after all, spending time with us
0:01:27 > 0:01:30could mean that you end up spending less on a flight
0:01:30 > 0:01:33that just wasn't what you'd hoped for.
0:01:33 > 0:01:35How you could end up with fewer rights,
0:01:35 > 0:01:38not to mention hundreds of pounds out of pocket,
0:01:38 > 0:01:40if your flight turns out not to be with the airline
0:01:40 > 0:01:42you thought it was.
0:01:42 > 0:01:44We had to pay for our own hotel,
0:01:44 > 0:01:46the food in the hotel.
0:01:46 > 0:01:48Just more expense on top of the holiday -
0:01:48 > 0:01:50more expense we didn't expect to pay,
0:01:50 > 0:01:55and I would expect the airline who made us late to pay for that.
0:01:55 > 0:01:59And are the airlines really snooping on your online searches
0:01:59 > 0:02:01so they can hike up the fares?
0:02:01 > 0:02:04There must be something that ties in that you've looked for that
0:02:04 > 0:02:08- flight before.- Yeah.- So when you eventually do go in to book them...
0:02:08 > 0:02:10- They're hiking it up. - ..it's dearer.
0:02:13 > 0:02:17Booking a cheap flight has never been easier.
0:02:17 > 0:02:20Instant access to the internet means that, frankly, any of us can
0:02:20 > 0:02:24straightaway compare prices right across the entire market.
0:02:24 > 0:02:28But while, understandably, it is the fare that most of us focus on,
0:02:28 > 0:02:31there may be other details that you'll want to look for, as well,
0:02:31 > 0:02:36particularly if it turns out that the airline with which you've booked
0:02:36 > 0:02:39is not the actual one with which you're going to be flying.
0:02:39 > 0:02:42Now, that could make a difference in all sorts of smaller ways
0:02:42 > 0:02:46from the legroom and seat pitch to whether or not you get a snack.
0:02:46 > 0:02:50But more fundamentally, if something goes wrong,
0:02:50 > 0:02:53then you may find that you simply have not got the rights
0:02:53 > 0:02:54that you would have expected,
0:02:54 > 0:02:58which could leave you hundreds of pounds out of pocket.
0:03:01 > 0:03:03Jeff and his wife, Karen, from Wakefield
0:03:03 > 0:03:06have been taking their granddaughter Paige on holiday with them
0:03:06 > 0:03:07since she was three years old.
0:03:07 > 0:03:11And after ticking off over a dozen destinations across Europe,
0:03:11 > 0:03:15the then 11-year-old Paige wanted to spread her wings
0:03:15 > 0:03:18and go a little further for their 2015 holiday.
0:03:18 > 0:03:21We'd taken Paige away, but never to America.
0:03:21 > 0:03:24This was the big thing. This was the thing she'd always spoke about.
0:03:24 > 0:03:27"Can we go to America? Can we go to Orlando?"
0:03:27 > 0:03:30Jeff and Karen didn't take much persuading
0:03:30 > 0:03:34and had soon booked a two-week trip to the Sunshine State.
0:03:36 > 0:03:39A few weeks before we went, everyone was really excited.
0:03:39 > 0:03:41Paige was telling her football coach,
0:03:41 > 0:03:42telling everybody at school.
0:03:42 > 0:03:45The family flew with Virgin Atlantic,
0:03:45 > 0:03:48and to make their trip even more memorable, Jeff paid a bit extra,
0:03:48 > 0:03:50£25 each,
0:03:50 > 0:03:52to make sure that their seats would be reserved
0:03:52 > 0:03:54on the top deck of the plane.
0:03:55 > 0:03:58The flight from Manchester to Orlando was brilliant.
0:03:58 > 0:04:01I mean, on the top deck, we felt like royalty.
0:04:01 > 0:04:03Climbing up the steps, the three of us.
0:04:03 > 0:04:05And it was a fantastic flight.
0:04:05 > 0:04:08It was what we expected from Virgin.
0:04:08 > 0:04:10The family touched down in Orlando
0:04:10 > 0:04:14and enjoyed the holiday that they'd always dreamed of.
0:04:14 > 0:04:18Paige even managed to get her grandma, Karen, on the big rides.
0:04:18 > 0:04:20But all too quickly the holiday was over.
0:04:20 > 0:04:24And it was time for the family to head back home to Manchester.
0:04:24 > 0:04:28Their return, unlike the outbound flight, wasn't direct.
0:04:28 > 0:04:32Instead, it involved a connection in Atlanta, and the family noticed
0:04:32 > 0:04:35that the internal leg of the journey wasn't with Virgin
0:04:35 > 0:04:37but the American airline Delta.
0:04:39 > 0:04:42Virgin had said that it were their sister company in America.
0:04:42 > 0:04:44So, if it's their sister company in America,
0:04:44 > 0:04:47we expect the same kind of service from Delta as from Virgin.
0:04:47 > 0:04:49Timings with the connection were tight,
0:04:49 > 0:04:51but providing there were no hold-ups,
0:04:51 > 0:04:53they would have just enough time
0:04:53 > 0:04:55to make the onward flight to Manchester.
0:04:55 > 0:04:58Mother Nature, however, had other ideas,
0:04:58 > 0:05:00and as a hurricane swept into Orlando,
0:05:00 > 0:05:02the family's flight was delayed.
0:05:02 > 0:05:05When they finally touched down in Atlanta,
0:05:05 > 0:05:07there were only ten minutes to spare,
0:05:07 > 0:05:10but the family hoped they might just make it.
0:05:10 > 0:05:14We made good time on the flight, I think we saved half an hour,
0:05:14 > 0:05:17and people were still saying, "If you rush, and you run,
0:05:17 > 0:05:19"you can get that flight."
0:05:19 > 0:05:22But Jeff, Karen and Paige weren't the only ones hurrying
0:05:22 > 0:05:25to try and catch that Manchester flight.
0:05:25 > 0:05:28Everybody were up, out of their seats, ready for rushing.
0:05:28 > 0:05:30We went up to the guy that was telling people what to do
0:05:30 > 0:05:33and he just said, "Don't ask me, just go to the gate.
0:05:33 > 0:05:35"If you've got the gate number, just go.
0:05:35 > 0:05:36"Don't bother checking in,
0:05:36 > 0:05:39"you've still a chance of catching that plane, it is there."
0:05:39 > 0:05:42The family was moments away from reaching the gates,
0:05:42 > 0:05:44and their plane was in sight.
0:05:45 > 0:05:48As we got to the gate, we were told it had been closed,
0:05:48 > 0:05:50we couldn't get on the plane.
0:05:50 > 0:05:53We asked them why, we said, "The plane's still there."
0:05:53 > 0:05:56They said, "International rules." Heart sank.
0:05:56 > 0:05:59So Jeff joined the queue of other disgruntled passengers
0:05:59 > 0:06:02waiting for advice on what to do next.
0:06:02 > 0:06:06After three hours, we eventually got to speak to a customer service rep.
0:06:06 > 0:06:09She tried to find us flights for that day, that night,
0:06:09 > 0:06:12couldn't do it, couldn't do it for the next day.
0:06:12 > 0:06:15The best they could offer us was the Saturday,
0:06:15 > 0:06:17which was in a couple of days' time.
0:06:17 > 0:06:19At that time, we started to panic,
0:06:19 > 0:06:22not knowing if we'd get back on time for school or work.
0:06:22 > 0:06:27Jeff and Karen had no option but to accept the flight two days later,
0:06:27 > 0:06:30which involved another connection, this time in New York.
0:06:31 > 0:06:33We just wanted to go home.
0:06:33 > 0:06:35Instead we had to go to a small motel,
0:06:35 > 0:06:37we were just shattered,
0:06:37 > 0:06:39in the same clothes we'd been in all day,
0:06:39 > 0:06:42and I guessed we would be for the next two days.
0:06:42 > 0:06:44They weren't able to change their clothes
0:06:44 > 0:06:46because their luggage was kept at the airport.
0:06:46 > 0:06:49Check-in staff told them it would be forwarded on
0:06:49 > 0:06:51to their connecting flight,
0:06:51 > 0:06:53whichever that turned out to be.
0:06:53 > 0:06:57But for Jeff, what was most concerning about all of this,
0:06:57 > 0:06:59was that instead of a rep from Virgin Atlantic
0:06:59 > 0:07:01dealing with his queries,
0:07:01 > 0:07:04it was Delta that he was now having to deal with.
0:07:04 > 0:07:05It turned out that was because
0:07:05 > 0:07:08he'd booked what's known as a codeshare flight,
0:07:08 > 0:07:11which means the journey he'd bought through one airline
0:07:11 > 0:07:15was actually operated by another, in this case, Delta.
0:07:15 > 0:07:17It wasn't something he'd really been aware of,
0:07:17 > 0:07:18and he certainly hadn't realised
0:07:18 > 0:07:21what significance it would come to have.
0:07:23 > 0:07:25This is the Virgin Atlantic booking.
0:07:25 > 0:07:27This shows that it's a VS number,
0:07:27 > 0:07:29which is a Virgin code,
0:07:29 > 0:07:32from Manchester to Orlando.
0:07:32 > 0:07:34Then coming back, Orlando to Atlanta,
0:07:34 > 0:07:37and then Atlanta back to Manchester.
0:07:37 > 0:07:39These are all VS codes.
0:07:39 > 0:07:42Even though that was a Delta airline that we ended up catching.
0:07:42 > 0:07:44When all goes well,
0:07:44 > 0:07:48codeshare agreements can mean more choice for customers,
0:07:48 > 0:07:51allowing airlines to coordinate luggage handling, for example,
0:07:51 > 0:07:54leading to a smoother onward journey.
0:07:54 > 0:07:56But if anything goes wrong,
0:07:56 > 0:07:59don't assume the airline with which you booked
0:07:59 > 0:08:02has any obligation to sort it out.
0:08:02 > 0:08:03And the other company
0:08:03 > 0:08:06may not have any responsibilities to do that either.
0:08:06 > 0:08:09In Jeff's case, the Delta representative told the family
0:08:09 > 0:08:11that it wouldn't cover the extra costs
0:08:11 > 0:08:14involved in staying those additional two days.
0:08:14 > 0:08:18Instead, all it offered was a discount voucher for a nearby hotel.
0:08:19 > 0:08:22To be told that we'd have the pay for everything ourselves,
0:08:22 > 0:08:25they wouldn't help us at all with nothing,
0:08:25 > 0:08:26we were really frustrated.
0:08:26 > 0:08:29The least we expected was to be put up in a hotel.
0:08:29 > 0:08:33The family spent an extra £340 over the two days
0:08:33 > 0:08:36whilst they were waiting for their flight home.
0:08:38 > 0:08:42After arriving back two days later than planned,
0:08:42 > 0:08:44Jeff put in a complaint to Virgin.
0:08:44 > 0:08:47I wrote to Virgin, I complained,
0:08:47 > 0:08:49and asked them to do something about our delay.
0:08:49 > 0:08:50They wrote back to me,
0:08:50 > 0:08:54and basically said I should get in touch with Delta.
0:08:54 > 0:08:55At this, I was incredulous.
0:08:55 > 0:08:57I'd booked with Virgin,
0:08:57 > 0:09:00and expected them to do something about it.
0:09:00 > 0:09:04And when, as instructed, Jeff did get in touch with Delta,
0:09:04 > 0:09:05the news was no better.
0:09:07 > 0:09:11Delta told us at the time that they had no responsibility
0:09:11 > 0:09:12as it was due to bad weather,
0:09:12 > 0:09:14and they are not covered for bad weather.
0:09:14 > 0:09:17But in any case, as far as Jeff is concerned
0:09:17 > 0:09:20it should be Virgin that's liable for all this,
0:09:20 > 0:09:23because that's the company with whom he booked.
0:09:23 > 0:09:27But as our travel expert Simon Calder explains,
0:09:27 > 0:09:28it's not that simple.
0:09:28 > 0:09:32And the nationality of the airlines involved can have a major impact
0:09:32 > 0:09:34on the treatment you receive.
0:09:34 > 0:09:38Codesharing was invented to enable airlines to pretend
0:09:38 > 0:09:42they flew to more places, more often than they actually do.
0:09:42 > 0:09:46The worst case is when things go wrong with a flight,
0:09:46 > 0:09:51and if you are on a codeshare flight with an airline from
0:09:51 > 0:09:54outside the European Union,
0:09:54 > 0:09:59then if you are flying from outside the European Union,
0:09:59 > 0:10:02your rights are effectively wiped out.
0:10:04 > 0:10:07So, if Jeff's delay had been on the outward leg of the trip
0:10:07 > 0:10:10on Virgin, based, at least for now, in the EU,
0:10:10 > 0:10:15the airline would have been required by law to pay compensation.
0:10:15 > 0:10:18But because it occurred on his flight with Delta,
0:10:18 > 0:10:20based in the US, no such laws apply.
0:10:20 > 0:10:24It's really frustrating that Virgin being an EU carrier,
0:10:24 > 0:10:26if we'd have gone with another EU carrier,
0:10:26 > 0:10:28we'd have got some compensation,
0:10:28 > 0:10:30but with them passing it on to Delta,
0:10:30 > 0:10:32which is an American airlines,
0:10:32 > 0:10:35we're not getting any compensation at all,
0:10:35 > 0:10:37either from Delta or Virgin.
0:10:38 > 0:10:42With Jeff frustrated at the response that he's had from both airlines,
0:10:42 > 0:10:45we tried them again on his behalf.
0:10:45 > 0:10:46But in a joint response,
0:10:46 > 0:10:49while apologising to the family for the inconvenience
0:10:49 > 0:10:50on their journey home,
0:10:50 > 0:10:53the airlines stuck to what they'd previously said,
0:10:53 > 0:10:58telling us that "with safety always the number one priority,
0:10:58 > 0:11:00"if there's bad weather,
0:11:00 > 0:11:02"such as hurricanes, snow or thunderstorms,
0:11:02 > 0:11:05"flights may have to be delayed or cancelled.
0:11:05 > 0:11:10"And in such cases, airlines are not obliged to offer compensation."
0:11:10 > 0:11:11They went on to say that
0:11:11 > 0:11:15"alternative flight options were looked into,
0:11:15 > 0:11:18"and hotel discount vouchers were issued for a local hotel."
0:11:18 > 0:11:20The companies also pointed out that
0:11:20 > 0:11:24because the customers didn't request their bags back in Atlanta,
0:11:24 > 0:11:26they remained in the system,
0:11:26 > 0:11:29and were placed on the customer's flight home.
0:11:29 > 0:11:31And they stressed that while a number of airlines
0:11:31 > 0:11:33have codeshare agreements in place,
0:11:33 > 0:11:36it's always made clear during the booking process
0:11:36 > 0:11:38who the operating carrier is.
0:11:38 > 0:11:40Oh, I'm useless at these.
0:11:40 > 0:11:42But after this experience,
0:11:42 > 0:11:46Jeff is going to try and avoid codesharing flights in the future
0:11:46 > 0:11:47by asking whoever he books with
0:11:47 > 0:11:50exactly who will be operating his flight,
0:11:50 > 0:11:54and therefore, who will be looking after him should things go wrong.
0:11:54 > 0:11:57I try and ensure I knew about the codeshare flight thing.
0:11:57 > 0:11:59Didn't mean anything to me at the time,
0:11:59 > 0:12:00now I know exactly what it means,
0:12:00 > 0:12:04I would definitely want to know if it was a codeshare,
0:12:04 > 0:12:07and if there was any problems, would we get compensated?
0:12:12 > 0:12:15Our travel expert Simon Calder has all the secrets
0:12:15 > 0:12:17to save you money on your travels.
0:12:17 > 0:12:20He's full of tips on everything from how to avoid the crowds,
0:12:20 > 0:12:23to the best way to steer clear of those tourist traps.
0:12:23 > 0:12:26This time, seven-star hotels,
0:12:26 > 0:12:29eight-lane highways and the world's tallest building.
0:12:29 > 0:12:31It could only be Dubai -
0:12:31 > 0:12:34destination for more than a million Brits this year.
0:12:36 > 0:12:40To me, it can feel like Las Vegas on sea.
0:12:40 > 0:12:42But unlike that desert city,
0:12:42 > 0:12:45Dubai has a long and distinctive history.
0:12:45 > 0:12:46And if you follow my advice,
0:12:46 > 0:12:50I hope you'll agree it's a place with both spice and soul.
0:12:51 > 0:12:54Simon says that to make contact with the real exotic Middle East,
0:12:54 > 0:12:57you need to leave the air-conditioned shopping malls
0:12:57 > 0:13:01behind and head to the large waterway of Dubai Creek.
0:13:01 > 0:13:04From there, you can get a shuttle back and forth to the souks
0:13:04 > 0:13:08for about one dirham, the equivalent of around 20p.
0:13:11 > 0:13:13The souks - big, chaotic markets -
0:13:13 > 0:13:18are full of noise, colour and commerce, and very few fixed prices.
0:13:18 > 0:13:21When you're haggling, you'll never outsmart a merchant,
0:13:21 > 0:13:26but don't feel pressurised to buy unless the price is right.
0:13:26 > 0:13:30Keep smiling and don't hesitate to walk away.
0:13:30 > 0:13:33The United Arab Emirates is a deeply Islamic nation,
0:13:33 > 0:13:36and visiting the vast Jumeirah Mosque provides
0:13:36 > 0:13:40a fascinating insight into the religion's philosophy and rituals.
0:13:40 > 0:13:43Tours take place every day at 10am except Fridays
0:13:43 > 0:13:46and cost 20 dirham, around £4,
0:13:46 > 0:13:50which includes water, dates, tea and pastries.
0:13:51 > 0:13:53Close to Dubai Creek,
0:13:53 > 0:13:56you can escape from the heat and clamour of the city.
0:13:56 > 0:14:00Simon recommends heading into the Al Fahidi historical neighbourhood,
0:14:00 > 0:14:03filled with art galleries, cafes and hotels.
0:14:03 > 0:14:04They don't have seven stars,
0:14:04 > 0:14:07but they do boast plenty of character.
0:14:07 > 0:14:10And finally, as ever, Simon recommends local transport
0:14:10 > 0:14:13to get the real feel for the old Dubai.
0:14:13 > 0:14:17You won't be in town for long before someone tries to sell you a tour
0:14:17 > 0:14:20to the mountain fortress town of Hatta,
0:14:20 > 0:14:25but just catch local bus number E16 instead and you'll save a fortune.
0:14:30 > 0:14:32Now one of the complaints we hear time and again
0:14:32 > 0:14:37involves the apparently sneaky way that airlines are said to keep tabs
0:14:37 > 0:14:38on the visits you make to their websites
0:14:38 > 0:14:40as you search for fares.
0:14:40 > 0:14:43The theory goes that if you're using the same computer or tablet
0:14:43 > 0:14:46to check back to see if the price has changed,
0:14:46 > 0:14:50the site will recognise it's you and bump up the cost
0:14:50 > 0:14:52so you feel under pressure to book right away
0:14:52 > 0:14:55in case the cost goes up even more.
0:14:55 > 0:14:58Now, it might sound like some far-fetched conspiracy theory,
0:14:58 > 0:15:02but so many of you have now come to us with the same suspicion,
0:15:02 > 0:15:05we were curious to find out whether this really is what's going on
0:15:05 > 0:15:08or if it's just an urban myth.
0:15:08 > 0:15:12So, we've done our own test to discover the truth once and for all.
0:15:16 > 0:15:19For many of us, the days of walking into our local travel agent
0:15:19 > 0:15:22to book a simple flight are a thing of the past.
0:15:22 > 0:15:26More often than not, we just open up a laptop and do it ourselves online.
0:15:28 > 0:15:32Like millions of us, frequent flyer Margaret Durnin from Glasgow
0:15:32 > 0:15:36has become a dab hand at searching out the best bargains.
0:15:36 > 0:15:40I think because we fly quite often, I think I'm quite savvy
0:15:40 > 0:15:44around how to book flights and how to get the best deals.
0:15:47 > 0:15:50So, when Margaret received an invitation to her friend's wedding
0:15:50 > 0:15:51on the Amalfi Coast in Italy,
0:15:51 > 0:15:54she got straight on to her trusty laptop
0:15:54 > 0:15:55to check out the flights.
0:15:55 > 0:16:00We had looked to see who flew from Scotland directly to Naples,
0:16:00 > 0:16:06and the only flight we could find was from Edinburgh direct to Naples.
0:16:06 > 0:16:08But with the wedding still over a year away,
0:16:08 > 0:16:11flights for the dates she needed hadn't yet been released,
0:16:11 > 0:16:14so Margaret kept checking back on the airlines website
0:16:14 > 0:16:16to see if they'd become available,
0:16:16 > 0:16:18hoping that by booking as early as possible,
0:16:18 > 0:16:21she'd get the lowest price.
0:16:21 > 0:16:23On the morning that we found out they were released,
0:16:23 > 0:16:24we were so excited
0:16:24 > 0:16:29because we were desperate to go and enjoy the wedding,
0:16:29 > 0:16:32and we knew that as soon as the flights were released that
0:16:32 > 0:16:34that would be the cheapest time.
0:16:34 > 0:16:39And we went on the laptops as quickly as we could.
0:16:39 > 0:16:42Margaret selected return flights for herself and her husband.
0:16:42 > 0:16:45Happy with the price, she proceeded with the booking.
0:16:45 > 0:16:48But when she clicked onto the payment page
0:16:48 > 0:16:52her bargain fare no longer seemed quite such a good deal.
0:16:52 > 0:16:56I keyed in the card details and pressed send,
0:16:56 > 0:17:01and at that point, a screen popped up to say, "Do you wish to continue?
0:17:01 > 0:17:05"Just to advise you that the flight prices have changed."
0:17:05 > 0:17:08And at that point, I noticed that the flight had gone up
0:17:08 > 0:17:10in a total of £100.
0:17:12 > 0:17:15In just the few minutes in which she'd been making the booking,
0:17:15 > 0:17:18the two seats she'd chosen had each gone up by £50,
0:17:18 > 0:17:21and Margaret wasn't impressed.
0:17:21 > 0:17:25More than a little miffed that the price had changed mid-booking,
0:17:25 > 0:17:28Margaret contacted the airline to ask them why.
0:17:28 > 0:17:31She was told that only a limited number of seats had been available
0:17:31 > 0:17:33at the original price,
0:17:33 > 0:17:36and as prices aren't locked during payment,
0:17:36 > 0:17:39on this occasion once those had run out, the cost went up.
0:17:39 > 0:17:42But Margaret has her own theory as to what had gone on.
0:17:42 > 0:17:45I think their website has some kind of knowledge,
0:17:45 > 0:17:49that it knows that you've gone through this booking procedure,
0:17:49 > 0:17:54and it knows that you are definitely wanting to buy this,
0:17:54 > 0:17:56and you're not just browsing.
0:17:56 > 0:17:58They definitely know that you want this flight,
0:17:58 > 0:18:02and I feel that they just automatically increase the flight
0:18:02 > 0:18:04behind the scenes.
0:18:04 > 0:18:08And Margaret wasn't the only wedding guest to share those suspicions.
0:18:08 > 0:18:10Her daughter, Lisa, and family friend, John,
0:18:10 > 0:18:13both also found that during the course of booking their flights,
0:18:13 > 0:18:16the seats increased in price.
0:18:16 > 0:18:19There must be something that ties in,
0:18:19 > 0:18:21that you've looked for that flight before.
0:18:21 > 0:18:24- Yeah.- They must have some kind of system on their website,
0:18:24 > 0:18:27so when you eventually do go in to book them...
0:18:27 > 0:18:29- They hike it up. - ..it becomes dearer.
0:18:29 > 0:18:30For it to jump 50...
0:18:30 > 0:18:35Well, in my case it was £60, for me and Kate, it was just...
0:18:35 > 0:18:38- In a matter of a couple of minutes, is...- No.- It's ridiculous.
0:18:38 > 0:18:40Aye, it's ridiculous.
0:18:40 > 0:18:42Margaret, Lisa and John are all convinced
0:18:42 > 0:18:45it's more than just coincidence that the flight prices went up
0:18:45 > 0:18:47just before they were about to pay.
0:18:47 > 0:18:50They firmly believe that the airline had been monitoring
0:18:50 > 0:18:52their previous interest in those flights,
0:18:52 > 0:18:55so that knowing they were set on that particular journey,
0:18:55 > 0:18:59it could bump up the price just as they were about to book.
0:18:59 > 0:19:03And their suspicions are shared by plenty more of you, too.
0:19:03 > 0:19:08The concern is that your online activity is being somehow tracked
0:19:08 > 0:19:10in order to squeeze more money out of you.
0:19:12 > 0:19:15It's a theory we've now heard so many times
0:19:15 > 0:19:18that we thought it was about time we put it to the test.
0:19:20 > 0:19:22So we set up an experiment,
0:19:22 > 0:19:26monitoring the price of two specific return flights
0:19:26 > 0:19:29with airlines we've heard this allegation levelled against
0:19:29 > 0:19:32at regular intervals over the course of the month.
0:19:32 > 0:19:35Crucially, each time we checked the prices,
0:19:35 > 0:19:37we did so on two different computers.
0:19:37 > 0:19:41One of them was wiped clean of all our browsing history,
0:19:41 > 0:19:44searches and stored information before we looked at the fares,
0:19:44 > 0:19:48so in effect, each time we checked, we were starting afresh.
0:19:48 > 0:19:50But on the other computer,
0:19:50 > 0:19:53we didn't get rid of any of our previous search details,
0:19:53 > 0:19:55so all our online activity
0:19:55 > 0:19:59and the digital footprint we'd left behind remained.
0:19:59 > 0:20:02The theory goes that if airlines really are watching
0:20:02 > 0:20:03your movements online,
0:20:03 > 0:20:06tracking your behaviour so they can sneak up prices accordingly,
0:20:06 > 0:20:10then this second computer would carry all the information
0:20:10 > 0:20:12they'd need to help them do it.
0:20:12 > 0:20:13However, our results suggest
0:20:13 > 0:20:17we can knock this particular conspiracy theory on the head
0:20:17 > 0:20:18once and for all.
0:20:18 > 0:20:21We found that though prices did fluctuate,
0:20:21 > 0:20:25they did so entirely consistently across both computers.
0:20:25 > 0:20:27We were quoted the same fares on each device,
0:20:27 > 0:20:29and it made not a jot of difference
0:20:29 > 0:20:33whether the airline could tell from our browsing history
0:20:33 > 0:20:35that we'd made the same search before.
0:20:35 > 0:20:38And though just a small snapshot of what may or may not be going on
0:20:38 > 0:20:40across the wider industry,
0:20:40 > 0:20:44our findings certainly ring true with pricing expert Oliver Ranson,
0:20:44 > 0:20:46who's worked with some of the world's leading airlines
0:20:46 > 0:20:48as a revenue specialist.
0:20:48 > 0:20:51It's a bit of an urban myth that airlines put up the prices of seats
0:20:51 > 0:20:53just because you've looked at one before.
0:20:53 > 0:20:55It doesn't make good business sense to put up prices
0:20:55 > 0:20:58when passengers come to your website for the second time.
0:20:58 > 0:21:01If you do that, you'll make them angry,
0:21:01 > 0:21:04you'll make them upset, and people will fly with your competitor.
0:21:05 > 0:21:07Interestingly though,
0:21:07 > 0:21:09while Oliver says it just isn't in the airlines' interest
0:21:09 > 0:21:10to behave in this way,
0:21:10 > 0:21:13it is entirely possible for them to do it.
0:21:14 > 0:21:17The technology to watch passengers' online activity exists.
0:21:17 > 0:21:19There are rumours that some airlines in the UK
0:21:19 > 0:21:22have trialled this unsuccessfully.
0:21:22 > 0:21:25So, Oliver has a much simpler explanation
0:21:25 > 0:21:27as to why Margaret's fare went up
0:21:27 > 0:21:29within moments of starting to book it.
0:21:30 > 0:21:32I think Margaret's been a bit unlucky.
0:21:32 > 0:21:36Airlines only have a limited number of seats to sell at the lower fares,
0:21:36 > 0:21:39and on the busier flights, sometimes they close out those fares entirely.
0:21:39 > 0:21:42It's all worked on the basis of something called demand to come.
0:21:42 > 0:21:45If the airline's expecting a lot of passengers to buy,
0:21:45 > 0:21:47the price is probably going to be a bit higher.
0:21:47 > 0:21:49Margaret could even have been competing against
0:21:49 > 0:21:52her own friends and family going to the same wedding,
0:21:52 > 0:21:54who might have been able to snap up the seats
0:21:54 > 0:21:56just in the minute or two before
0:21:56 > 0:21:58she had the chance to press the buy button.
0:21:58 > 0:22:00So, come on, Oliver, you're the expert -
0:22:00 > 0:22:03how do we beat the system and get the best bargains?
0:22:03 > 0:22:06Would you stay up a little bit late at night
0:22:06 > 0:22:08to save a couple of hundred pounds on your airfare?
0:22:08 > 0:22:10- He would.- I would. - THEY LAUGH
0:22:10 > 0:22:12Airlines often release their cheapest seats late at night.
0:22:12 > 0:22:1412 o'clock midnight, or one o'clock in the morning.
0:22:14 > 0:22:15If you stay up to catch this,
0:22:15 > 0:22:18then you'll be buying the cheapest seats on the flight.
0:22:18 > 0:22:19OK, that means I'm going to have a late night.
0:22:19 > 0:22:21If you...
0:22:21 > 0:22:24..they'll be able to get the special offer straight to you.
0:22:24 > 0:22:26That's very interesting. I shall try that next time.
0:22:26 > 0:22:29Don't always book a year ahead of travel,
0:22:29 > 0:22:31wait and see if the airline has a sale.
0:22:31 > 0:22:34And Oliver's final tip to get the very best deal,
0:22:34 > 0:22:38regardless of whether or not the airlines are watching you,
0:22:38 > 0:22:42make sure you're always keeping a close eye on them.
0:22:42 > 0:22:45Spend just five minutes a week looking at their website
0:22:45 > 0:22:46and seeing when they have their sales,
0:22:46 > 0:22:48recording it in a document on your computer.
0:22:48 > 0:22:50You'll then be able to know in the future
0:22:50 > 0:22:52whether or not you're getting good value for money
0:22:52 > 0:22:54on flights that you're buying.
0:22:54 > 0:22:56And for just five minutes a week of effort,
0:22:56 > 0:22:59you can potentially save £1,000 a year for the rest of your life.
0:23:00 > 0:23:01Meanwhile, back in Glasgow,
0:23:01 > 0:23:03even if they're not being watched,
0:23:03 > 0:23:06Margaret, Lisa and John still don't think a price should change
0:23:06 > 0:23:08once you've clicked to buy it.
0:23:10 > 0:23:12It's definitely made me, like, more wary
0:23:12 > 0:23:16about booking things like plane tickets and trains.
0:23:16 > 0:23:18Why and how do they put up the prices?
0:23:18 > 0:23:20It's not transparent.
0:23:20 > 0:23:23The price that you start with doesn't finish.
0:23:23 > 0:23:25It's just not right.
0:23:34 > 0:23:37Once again, we took Rip-Off Britain on the road,
0:23:37 > 0:23:39setting up our pop-up advice clinic
0:23:39 > 0:23:41in one of the UK's biggest shopping centres,
0:23:41 > 0:23:43the Trafford Centre in Manchester.
0:23:44 > 0:23:47It's a great way to meet as many of you as we can,
0:23:47 > 0:23:51and give on the spot advice on all your consumer troubles.
0:23:51 > 0:23:53We've been watching you for many, many years!
0:23:53 > 0:23:56- Oh, that's kind of you to say so. - And you look amazing!- Thank you!
0:23:58 > 0:24:02Holiday questions have been top of the agenda here at our pop-up shop,
0:24:02 > 0:24:06and so many people have been coming to see our lovely travel expert,
0:24:06 > 0:24:08Simon Calder.
0:24:08 > 0:24:10Yours is the kind of story
0:24:10 > 0:24:12that I know Simon likes to get his teeth into.
0:24:12 > 0:24:14In January 2015,
0:24:14 > 0:24:18Christine and John Davies from Crewe booked a big trip to Turkey
0:24:18 > 0:24:20with 11 members of their family.
0:24:20 > 0:24:23But after paying a deposit of £2,200,
0:24:23 > 0:24:27some unexpected news meant they'd no choice but to cancel.
0:24:28 > 0:24:31How come you didn't go, what happened?
0:24:31 > 0:24:35Unfortunately, in the March, I was diagnosed with breast cancer.
0:24:36 > 0:24:38I had to have surgery,
0:24:38 > 0:24:40followed by chemotherapy,
0:24:40 > 0:24:42followed by radiotherapy.
0:24:42 > 0:24:45Christine was too poorly to go on holiday,
0:24:45 > 0:24:48and even though the travel firm had offered to delay the trip
0:24:48 > 0:24:49by six months,
0:24:49 > 0:24:52Christine didn't think she would be well enough by that time, either,
0:24:52 > 0:24:54so they cancelled the whole thing.
0:24:54 > 0:24:57But Christine's travel insurance company made clear
0:24:57 > 0:25:00they wouldn't be getting back all of the deposit.
0:25:00 > 0:25:03- What happened? - Well, they e-mailed and said,
0:25:03 > 0:25:06the only people that were covered was myself and my husband.
0:25:06 > 0:25:08- Not all 11 of you?- Not all 11 of us.
0:25:08 > 0:25:13They said that the others would have to claim under their insurance,
0:25:13 > 0:25:15on their travel insurance.
0:25:15 > 0:25:17- Oh...- Had they booked travel insurance?
0:25:17 > 0:25:19One had, one hadn't.
0:25:19 > 0:25:22But the one that had, they wouldn't pay him out
0:25:22 > 0:25:25because he hadn't paid the holiday.
0:25:25 > 0:25:28Plus, they said there was no reason why he couldn't go
0:25:28 > 0:25:30on the holiday, anyway.
0:25:30 > 0:25:32So how much did you finally get back?
0:25:32 > 0:25:35We got back £295.
0:25:35 > 0:25:37- Instead of 2,200?- Yes.
0:25:37 > 0:25:40- Ooh.- That sounds like a really bum deal, Simon.- Right.
0:25:40 > 0:25:42Well, especially since there you were,
0:25:42 > 0:25:45going through this awful treatment with all the health worries,
0:25:45 > 0:25:48you know, really alarming time for the whole family,
0:25:48 > 0:25:51and suddenly, you're told, "Oh, by the way,
0:25:51 > 0:25:53"we're hanging onto your money
0:25:53 > 0:25:55"and you can't claim it back on insurance."
0:25:55 > 0:25:58Had you asked me before you made that booking,
0:25:58 > 0:25:59I would have told you two things.
0:25:59 > 0:26:03First of all, if you're going to buy a £12,000 holiday
0:26:03 > 0:26:05and put down, what, a £2,000 deposit,
0:26:05 > 0:26:10then take out travel insurance for the whole thing at the same time.
0:26:10 > 0:26:12As we've said before,
0:26:12 > 0:26:13taking out travel insurance
0:26:13 > 0:26:16to cover you from the point of booking your holiday,
0:26:16 > 0:26:18and not just for the period while you're way,
0:26:18 > 0:26:21means that in the event you have to cancel,
0:26:21 > 0:26:23you won't lose any money you've already paid.
0:26:23 > 0:26:26And Simon has another tip for avoiding losing out
0:26:26 > 0:26:29should you need to change your travel plans.
0:26:30 > 0:26:32To avoid all of that pain,
0:26:32 > 0:26:34I would have said, "When are you going?
0:26:34 > 0:26:37"September? Don't even think about booking it yet."
0:26:37 > 0:26:41I would've said, "Maybe have a look in June, July."
0:26:41 > 0:26:43You'll still be able to get a great place to go on holiday,
0:26:43 > 0:26:46you just won't have that risk exposure,
0:26:46 > 0:26:49for so much money over such a long time.
0:26:49 > 0:26:52Well, I'm pleased to say that Christine is making a full recovery.
0:26:52 > 0:26:56But instead of rebooking the same holiday, the couple decided
0:26:56 > 0:26:59to take their four grandchildren to Cyprus instead.
0:26:59 > 0:27:00And there's one more bit of advice
0:27:00 > 0:27:03that's key to protecting themselves in the future.
0:27:03 > 0:27:06Pay part of your deposit with a credit card,
0:27:06 > 0:27:08even if it's only £1 or a fiver.
0:27:08 > 0:27:12The fact that you've paid £1 or £5 on your credit card
0:27:12 > 0:27:15means that the whole sum is covered.
0:27:15 > 0:27:17- Are you doing my job for me? - No, I'm not!
0:27:17 > 0:27:20It's what I've learnt by listening to you, Simon!
0:27:20 > 0:27:21I'm just sorry,
0:27:21 > 0:27:23and I do hope you get to have a holiday with the family.
0:27:23 > 0:27:26But get in touch, tell me when you're travelling,
0:27:26 > 0:27:27and I will tell you the best time to book.
0:27:27 > 0:27:29You couldn't ask better.
0:27:29 > 0:27:31Don't go to your travel agent, go to Simon Calder.
0:27:31 > 0:27:34He'll sort it out, then you write the cheque or pay.
0:27:34 > 0:27:36THEY LAUGH
0:27:41 > 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 > 0:28:02Or if you want to send us a letter, then our new address is...
0:28:13 > 0:28:16Well, I'm afraid we've reached the end of the journey for today,
0:28:16 > 0:28:18but on the way, with any luck,
0:28:18 > 0:28:20you've learned a few tricks of the airline trade
0:28:20 > 0:28:22that even if they don't save you any money,
0:28:22 > 0:28:25could well save you a bit of time the next time you go abroad.
0:28:25 > 0:28:29I was particularly interested in hearing how airline pricing works.
0:28:29 > 0:28:31And while we might think that there's
0:28:31 > 0:28:33a touch of the dark arts about it,
0:28:33 > 0:28:35in fact, it seems that the secret really is
0:28:35 > 0:28:36just to use your common sense!
0:28:36 > 0:28:40And if you can, keep an eye on the ups and downs in pricing
0:28:40 > 0:28:43over the months before you book.
0:28:43 > 0:28:44And that way, you will get
0:28:44 > 0:28:47a sense of what is likely to be the lowest price.
0:28:47 > 0:28:50Well, with the huge number of airlines we have these days,
0:28:50 > 0:28:53it's very hard to believe that once there were so very few of them.
0:28:53 > 0:28:56But while things may have seemed a lot simpler back then,
0:28:56 > 0:28:59it was also a lot more expensive to fly.
0:28:59 > 0:29:03So in the end, all of that choice is really good for consumers.
0:29:03 > 0:29:05But at that point, that's where we have to leave it for today.
0:29:05 > 0:29:07Hope you've enjoyed the programme.
0:29:07 > 0:29:09And we'll be back with more of your stories very soon.
0:29:09 > 0:29:13So until then, from all of us, happy landings and bye-bye.
0:29:13 > 0:29:14- Goodbye.- Goodbye.