0:00:03 > 0:00:06We asked you who's left you feeling ripped off when it comes to your
0:00:06 > 0:00:09holidays and you came back with a catalogue of travel disasters.
0:00:11 > 0:00:12This can't be happening.
0:00:12 > 0:00:15It's a nightmare. Wake me up from it, please.
0:00:15 > 0:00:18It was just a shambles.
0:00:18 > 0:00:21That's the best way to say it. It was just a shambles.
0:00:22 > 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.
0:00:32 > 0:00:34Your stories, your money.
0:00:34 > 0:00:36This is Rip Off Britain.
0:00:37 > 0:00:41Hello and welcome to a wonderfully sunny series of Rip Off Britain,
0:00:41 > 0:00:44coming to you from the island of Tenerife where
0:00:44 > 0:00:46we've come to investigate
0:00:46 > 0:00:48some more of your problems with holidays and travel.
0:00:48 > 0:00:53And every one of those stories we're going to be looking at today
0:00:53 > 0:00:55has exactly the same thing in common.
0:00:55 > 0:00:57Their trips were totally derailed by
0:00:57 > 0:01:01dramatic events that they just had not seen coming.
0:01:01 > 0:01:04In fact, the word dramatic perhaps underplays it
0:01:04 > 0:01:07because it's no exaggeration to say that some of these cases
0:01:07 > 0:01:11really were a matter of life and death, with the people involved
0:01:11 > 0:01:14having to put their fate in somebody else's hands.
0:01:14 > 0:01:17And as if that wasn't bad enough, once the dust had settled,
0:01:17 > 0:01:21trying to get back some of the money for a holiday that was left
0:01:21 > 0:01:23in tatters has proved extremely difficult.
0:01:23 > 0:01:26Well, sometimes, it turns out there's very little you can do
0:01:26 > 0:01:30to protect yourself or your family against unexpected events,
0:01:30 > 0:01:32or to prevent nature taking its course.
0:01:32 > 0:01:36But we on Rip Off Britain firmly believe that forewarned is forearmed,
0:01:36 > 0:01:40so listen up for some tips on how, even if you can't prevent
0:01:40 > 0:01:43such disasters, you can minimise the fallout.
0:01:44 > 0:01:47Coming up, a chateau hit by lightning and a family
0:01:47 > 0:01:51running for their lives. But with more shocks to come,
0:01:51 > 0:01:54could you too face the same terrifying costs
0:01:54 > 0:01:56if catastrophe strikes your holiday?
0:01:56 > 0:01:58We were just completely shocked.
0:01:58 > 0:01:59It seemed ridiculous.
0:01:59 > 0:02:02Something that's completely out of our control.
0:02:02 > 0:02:03There's no way they can get us on this.
0:02:03 > 0:02:05And a race against time
0:02:05 > 0:02:08when a baby made an unexpectedly early appearance
0:02:08 > 0:02:10thousands of miles from home.
0:02:10 > 0:02:16It wasn't until we were told by the doctor they had no facilities there
0:02:16 > 0:02:20for a premature baby that we started to panic, really.
0:02:22 > 0:02:26Now, one of my absolute favourite holiday destinations is France.
0:02:26 > 0:02:28I just seem to love everything about it.
0:02:28 > 0:02:31I like the food, I like the people and of course the differences
0:02:31 > 0:02:33in culture, but one difference that
0:02:33 > 0:02:38I must admit I hadn't really stopped to think about is whether insurance will always work
0:02:38 > 0:02:41in the same way over there as it might in the UK.
0:02:41 > 0:02:44So, I was genuinely shocked to hear what the family in our next story went
0:02:44 > 0:02:47through on their most recent trip across the Channel.
0:02:47 > 0:02:49And I imagine that, as it did with me,
0:02:49 > 0:02:53their experience will have you double-checking the fine print of your own cover
0:02:53 > 0:02:56the next time you're getting ready to go away.
0:03:00 > 0:03:03It should have been the most perfect summer holiday.
0:03:03 > 0:03:06A week in a 15th-century chateau in the French countryside
0:03:06 > 0:03:10with five acres of garden and a pool for the children.
0:03:12 > 0:03:17But I'm afraid it ended abruptly with a very scared family fleeing into the night...
0:03:17 > 0:03:20We have got to get out of this house now.
0:03:20 > 0:03:24..and watching the property they had rented go up in flames.
0:03:25 > 0:03:28The roof right properly five feet from where we
0:03:28 > 0:03:31were sleeping above our heads, was fully on fire.
0:03:31 > 0:03:33It was properly ablaze.
0:03:34 > 0:03:35OK, cool.
0:03:36 > 0:03:40Danny Webb, his partner and their son Albie from East Sussex
0:03:40 > 0:03:43love combining their annual holiday with a proper catch up
0:03:43 > 0:03:47with close relatives, and 2015 was no exception.
0:03:48 > 0:03:51We all go as a family once a year and this year it was France,
0:03:51 > 0:03:54so six adults and six kids.
0:03:54 > 0:03:56We found this amazing chateau.
0:03:58 > 0:04:03Danny paid 2,000 euros to rent the chateau in Realville for seven nights,
0:04:03 > 0:04:04booking directly with the owner.
0:04:04 > 0:04:09The family paid a further ?46 for an insurance policy with AXA
0:04:09 > 0:04:12so that they would be protected if anything went wrong.
0:04:12 > 0:04:13Although at first,
0:04:13 > 0:04:16it's very hard to imagine anything could spoil things.
0:04:16 > 0:04:19When we got there, it was amazing.
0:04:19 > 0:04:20The kids immediately ran off,
0:04:20 > 0:04:23they were up, like, the tower and running around.
0:04:23 > 0:04:26And, "This is my bed!" "Bagsy this bed!" That kind of thing.
0:04:26 > 0:04:28It was a pretty picturesque, beautiful place in France.
0:04:28 > 0:04:32It's exactly what you want from a French holiday.
0:04:32 > 0:04:35Four days in and everyone was really enjoying themselves.
0:04:35 > 0:04:40It was a beautiful, clear, sunny day in Toulouse, it was boiling hot.
0:04:40 > 0:04:41The kids were in the pool.
0:04:43 > 0:04:49And things got even better with the stunning spectacle of the annual Perseids meteor shower.
0:04:49 > 0:04:51It seemed almost perfect, you know.
0:04:51 > 0:04:53The kids fell asleep, we were just having a nice,
0:04:53 > 0:04:56relaxed evening watching the meteor shower.
0:04:56 > 0:04:57It was the perfect day.
0:04:59 > 0:05:02But that night, after the family had gone to bed,
0:05:02 > 0:05:04a lightning storm broke the beautiful weather.
0:05:04 > 0:05:07And as the storm raged throughout the town,
0:05:07 > 0:05:10with lightning piercing the sky above the chateau,
0:05:10 > 0:05:14Danny was woken by a particularly loud sound overhead.
0:05:14 > 0:05:18There was a huge bang and I was lifted out of the bed by about an inch,
0:05:18 > 0:05:22I'd say, and literally sat bolt upright in bed, "What was that?"
0:05:23 > 0:05:25Danny soon realised that the noise had been
0:05:25 > 0:05:29something much more worrying than simply another thunderclap.
0:05:29 > 0:05:31The roof of the chateau had been struck by lightning
0:05:31 > 0:05:35and worse was still to come.
0:05:35 > 0:05:38My partner said, "There's a bright orange light in the corner,
0:05:38 > 0:05:39"why is that there?"
0:05:39 > 0:05:41And I said, "I've got no idea."
0:05:41 > 0:05:44Because the electric... We knew the electrics had gone because we couldn't
0:05:44 > 0:05:47switch the lights on. They'd gone with the lightning strike.
0:05:47 > 0:05:50And at that point, we realised that the roof was on fire.
0:05:52 > 0:05:54The fire very quickly took hold,
0:05:54 > 0:05:56ripping through the whole of the chateau.
0:05:56 > 0:05:58So, the family had to act fast
0:05:58 > 0:06:01and all 12 of them were able to escape unharmed.
0:06:01 > 0:06:04And as well as the damage to the chateau,
0:06:04 > 0:06:08most of the family's possessions, including their clothes,
0:06:08 > 0:06:11all their train tickets and even a passport had been destroyed.
0:06:14 > 0:06:16They were very lucky, but in order to return to the UK,
0:06:16 > 0:06:21they needed to drive over two hours to the British Consulate in Bordeaux
0:06:21 > 0:06:23to get a replacement passport.
0:06:23 > 0:06:27And by the time they added to that the cost of replacement clothes, food,
0:06:27 > 0:06:31two nights in a hotel in Bordeaux, the new train tickets for 12 people,
0:06:31 > 0:06:35they were 3,140 euros out of pocket.
0:06:35 > 0:06:38The money had gone. The cash had been burnt.
0:06:38 > 0:06:40Luckily, we had two credit cards that we could use.
0:06:40 > 0:06:43We were kind of OK with that because we said, "Well,
0:06:43 > 0:06:46"we're going to get the money..." You know, by the time we get home,
0:06:46 > 0:06:50the insurance will be fine and we'll get it all back.
0:06:51 > 0:06:55But on top of all the drama of the fire, once they got home,
0:06:55 > 0:07:00the family was about to have two very nasty surprises involving insurance.
0:07:00 > 0:07:03And they're both things that you could very well fall foul of, as well.
0:07:04 > 0:07:08The first only became clear after they'd been in touch with the chateau owner's
0:07:08 > 0:07:11French insurance company called Gan,
0:07:11 > 0:07:15which they hoped would reimburse them for the expenses they'd incurred
0:07:15 > 0:07:17as a result of the fire.
0:07:17 > 0:07:19We knew to keep our receipts,
0:07:19 > 0:07:23make a list of everything and my partner e-mailed all the stuff for the
0:07:23 > 0:07:27claim and said, "This is what we've lost due to this fire.
0:07:27 > 0:07:31"Can you please advise how to proceed from here?"
0:07:31 > 0:07:35We kept sending e-mails and it was now getting into like a month,
0:07:35 > 0:07:37you know, two months,
0:07:37 > 0:07:40and at this point, credit card bills need to be paid.
0:07:40 > 0:07:43But with no word from the French insurers,
0:07:43 > 0:07:47Danny turned to his own travel insurers to see if that would pay out for
0:07:47 > 0:07:49all those additional expenses.
0:07:49 > 0:07:53And it was at that point he realised that that policy didn't do quite what
0:07:53 > 0:07:55he assumed it would.
0:07:55 > 0:07:59The travel insurance would only cover the actual stuff we had with us,
0:07:59 > 0:08:01like our baggage and that kind of stuff.
0:08:01 > 0:08:05But they wouldn't pay for anything incurred subsequently.
0:08:05 > 0:08:08So, like, after the fire, the hotel,
0:08:08 > 0:08:11the...you know, getting to and from the hotel, the meals,
0:08:11 > 0:08:14the extra clothes that we had to buy because we no longer had any clothes,
0:08:14 > 0:08:17all that stuff was not going to be covered.
0:08:19 > 0:08:23That's because Danny's policy didn't include what's usually known as
0:08:23 > 0:08:28disruption cover, which protects you from all the extra costs you can face
0:08:28 > 0:08:30if something on your trip goes wrong.
0:08:30 > 0:08:35As a result, the family could only claim back from insurers AXA around ?1,000.
0:08:35 > 0:08:39Less than one third of what they had spent as a result of the fire.
0:08:39 > 0:08:42Now, many policies do include a disruption clause,
0:08:42 > 0:08:45but if your holiday insurance doesn't have it either,
0:08:45 > 0:08:47you may still be able to get it as an add-on,
0:08:47 > 0:08:51as personal finance expert Sarah Pennells explains.
0:08:53 > 0:08:56Travel disruption cover is a really useful part of travel insurance,
0:08:56 > 0:08:59but it's something that many people don't realise they need.
0:08:59 > 0:09:03What it will pay for is the cost of the extra expenses if you have to
0:09:03 > 0:09:06cancel your holiday or for example if the accommodation that you
0:09:06 > 0:09:10turn up at has a problem. There's a flood or there's a fire.
0:09:10 > 0:09:11Anything like that.
0:09:11 > 0:09:15Now, sometimes it's sold as part of a standard insurance policy,
0:09:15 > 0:09:17normally the more expensive option.
0:09:17 > 0:09:20Or you can buy it as an add-on to your own insurance policy.
0:09:20 > 0:09:23Sometimes you can buy it as a stand-alone.
0:09:23 > 0:09:26It's not too expensive, it'll cost generally between ?10 and ?20.
0:09:26 > 0:09:28Around that mark.
0:09:30 > 0:09:31Luckily for Danny,
0:09:31 > 0:09:34the family found a solution on their existing home insurance,
0:09:34 > 0:09:39so it really is worth checking what your contents cover actually includes.
0:09:39 > 0:09:43Someone had mentioned your home contents insurance being able to cover
0:09:43 > 0:09:45your contents even though they're not in the home.
0:09:45 > 0:09:48So, my partner looked into this and it turned out this was the case.
0:09:48 > 0:09:51We could get money back for our clothes that we'd lost as long as could
0:09:51 > 0:09:54prove that we had them, photographs or receipts.
0:09:56 > 0:09:59Making that claim did mean that the family lost its eight-year no-claims bonus,
0:09:59 > 0:10:06increasing their premiums from ?618 to ?848.
0:10:06 > 0:10:09But they soon had a much bigger financial headache on their hands and,
0:10:09 > 0:10:13goodness, I warn you, this one is an absolute shocker.
0:10:13 > 0:10:15Four months after their trip,
0:10:15 > 0:10:17the chateau owner's French insurer Gan
0:10:17 > 0:10:22finally contacted Danny and his partner with some alarming news.
0:10:22 > 0:10:26Gan was holding them responsible for the damage to the property.
0:10:26 > 0:10:30That's not as absurd as it sounds because under French law,
0:10:30 > 0:10:34the person staying in the property is responsible for damage caused to it
0:10:34 > 0:10:39and with the insurer disputing that the fire had actually been started by lightning,
0:10:39 > 0:10:42it was now demanding that the couple stump up...
0:10:42 > 0:10:46and wait for this, 500,000 euros.
0:10:46 > 0:10:51We were just completely shocked, you know.
0:10:51 > 0:10:54It was just at... It seemed ridiculous.
0:10:54 > 0:10:57We knew it was a lightning strike. Everyone had confirmed that.
0:10:57 > 0:10:59It's force majeure, it's an act of God,
0:10:59 > 0:11:01it's something that's completely out of our control.
0:11:01 > 0:11:03There's no way they can get us on this.
0:11:03 > 0:11:06Danny knew that the fire was caused by lightning,
0:11:06 > 0:11:08but proving it would be another matter.
0:11:08 > 0:11:14Fortunately for him, this time his ?46 holiday cover with AXA came to the rescue.
0:11:14 > 0:11:17Now, it might not have included everything he ended up needing,
0:11:17 > 0:11:21but in this case it came up trumps because it covered public liability,
0:11:21 > 0:11:26which meant it was able to step in and pay for a fire inspector
0:11:26 > 0:11:27to go and inspect the site,
0:11:27 > 0:11:31and investigate the cause of the fire on the family's behalf,
0:11:31 > 0:11:35saving Danny and his family from losing hundreds of thousands of pounds.
0:11:36 > 0:11:41But all of this underlines why if you're booking accommodation directly
0:11:41 > 0:11:42with the owner, as Danny did,
0:11:42 > 0:11:46you should make extra sure that your travel insurance is watertight
0:11:46 > 0:11:50and getting adequate personal liability cover is a key part of that.
0:11:50 > 0:11:53In France, if you rent a property and something happens to it,
0:11:53 > 0:11:56you're liable - it's part of the French civil code
0:11:56 > 0:11:58and having looked it up, it is correct.
0:11:58 > 0:11:59Certainly relating to fire.
0:11:59 > 0:12:02If there's fire damage while you're there and you're renting it,
0:12:02 > 0:12:06then you are responsible unless you can show that it was an accident
0:12:06 > 0:12:08or an incident beyond your control.
0:12:08 > 0:12:10If there's a lesson for all this,
0:12:10 > 0:12:13it would be to check the small print of the policy when it comes to
0:12:13 > 0:12:17personal liability cover because what that cover does is pay out
0:12:17 > 0:12:20if there's something that you're deemed to have been responsible for.
0:12:20 > 0:12:23Make sure you've got at least ?1 million worth of cover.
0:12:23 > 0:12:25More may be a good idea.
0:12:26 > 0:12:31But for Danny, the experience of the fire and unpicking what his insurance
0:12:31 > 0:12:37did and didn't cover has left him very cautious about booking the same kind of holiday again.
0:12:37 > 0:12:40It does leave a kind of a nasty taste in the mouth, and I suppose we will
0:12:40 > 0:12:45consider all that before we think of booking to go again.
0:12:45 > 0:12:47It would've been much easier to deal with all that stuff
0:12:47 > 0:12:49had it been in the UK.
0:12:57 > 0:13:01Our travel expert Simon Calder has all the secrets to save you money
0:13:01 > 0:13:04on your travels. He's full of tips on everything,
0:13:04 > 0:13:05from how to avoid the crowds,
0:13:05 > 0:13:09to the best way to steer clear of those tourist traps.
0:13:09 > 0:13:12This time, cruises.
0:13:12 > 0:13:15They've become one of the fastest-growing holiday options over the past 20 years,
0:13:15 > 0:13:18with almost 1.8 million British holiday-makers
0:13:18 > 0:13:22now reckoned to set sail on a cruise every year.
0:13:23 > 0:13:26You only have to unpack once -
0:13:26 > 0:13:32that's the slogan often used to entice people on board cruise ships.
0:13:32 > 0:13:34Once you've checked into your cabin,
0:13:34 > 0:13:38you'll drift to a succession of lovely islands or coastal ports,
0:13:38 > 0:13:40while enjoying five-star meals.
0:13:40 > 0:13:42But how much will it cost you?
0:13:42 > 0:13:47Well, Simon says working that out isn't always straightforward.
0:13:47 > 0:13:49Let's start with the price.
0:13:49 > 0:13:52Let me tell you the deal on most cruise ships.
0:13:52 > 0:13:57The headline amount that you pay your travel agent or cruise line is only
0:13:57 > 0:14:01part of the revenue you're expected to contribute.
0:14:04 > 0:14:08You'll also be expected to tip, probably in US dollars.
0:14:08 > 0:14:12The equivalent of around ?10 per person per day.
0:14:12 > 0:14:17For a couple on a fortnight's cruise, that's nearly ?300.
0:14:20 > 0:14:24Onboard sales are crucial for cruise lines.
0:14:24 > 0:14:27While meals are included, drinks generally aren't.
0:14:27 > 0:14:31And on everything from morning coffee to postprandial port,
0:14:31 > 0:14:34you can expect to pay a service charge of up to 18%,
0:14:34 > 0:14:37and shore excursions are handsomely profitable.
0:14:39 > 0:14:41Clearly, cruises can be pricey.
0:14:41 > 0:14:43But there are deals to be had.
0:14:43 > 0:14:45When's the best time to book?
0:14:45 > 0:14:48If you're travelling at peak time,
0:14:48 > 0:14:51Christmas and New Year in the Caribbean, August in the Baltic,
0:14:51 > 0:14:55or you want a specific cabin on a particular cruise,
0:14:55 > 0:14:56then book as early as you can.
0:14:58 > 0:15:00However, the cruise industry business model
0:15:00 > 0:15:04requires that practically every cabin has to be filled.
0:15:04 > 0:15:07So, if you're prepared to take a chance at the last minute,
0:15:07 > 0:15:09then you could grab a bargain
0:15:09 > 0:15:11with just a week or so to go before departure.
0:15:12 > 0:15:16One final tip - with unlimited food on board,
0:15:16 > 0:15:20it's easy to put on a pound for every day you spend at sea.
0:15:20 > 0:15:23The best way to tackle mid-ocean spread, forget the lifts,
0:15:23 > 0:15:26stick to the stairs.
0:15:26 > 0:15:26stick to the stairs.
0:15:33 > 0:15:37Many of us book our summer holidays up to or even more than a year in advance,
0:15:37 > 0:15:40either to take advantage of a good deal,
0:15:40 > 0:15:42or perhaps to tie in with a special event.
0:15:42 > 0:15:44But a year can be a long time
0:15:44 > 0:15:48during which your personal circumstances can change dramatically.
0:15:48 > 0:15:51They certainly did for the two couples in our next film,
0:15:51 > 0:15:53when they found they were expecting a baby
0:15:53 > 0:15:56months after they'd booked and paid for their trips.
0:15:56 > 0:15:58And as you'll see in both cases,
0:15:58 > 0:16:00that led to some rather unexpected complications.
0:16:03 > 0:16:04Painting the nursery...
0:16:04 > 0:16:05You've missed a bit.
0:16:07 > 0:16:08..choosing names...
0:16:08 > 0:16:10Hazard.
0:16:10 > 0:16:12..and shopping for prams.
0:16:12 > 0:16:13I like the colour of that one. Do you?
0:16:13 > 0:16:15Yeah. I think I do like it.
0:16:17 > 0:16:19All part of the excitement that comes with preparing
0:16:19 > 0:16:21for a new addition to the family.
0:16:21 > 0:16:24I like him. He's really snugly. He's nice.
0:16:24 > 0:16:27And when paramedic Eddie and primary school teacher Lisa
0:16:27 > 0:16:31discovered that they'd got a baby on the way in March 2016,
0:16:31 > 0:16:34the news was all the sweeter for coming out of the blue.
0:16:34 > 0:16:36He's got long ears. He's got nicer ears.
0:16:36 > 0:16:40It's hard to put into words just how exciting something like that is.
0:16:40 > 0:16:43Especially when we've... We've wanted it for quite a long time, haven't we?
0:16:43 > 0:16:45So, yeah, it came as quite a shock to us.
0:16:45 > 0:16:47But, yeah, tremendously exciting.
0:16:47 > 0:16:49Yeah, it was fantastic.
0:16:50 > 0:16:51But there was a bit of a problem.
0:16:51 > 0:16:53Thank you very much. Thank you.
0:16:55 > 0:16:58Four months earlier in November 2015,
0:16:58 > 0:17:01Eddie and Lisa had booked a trip of a lifetime to Las Vegas
0:17:01 > 0:17:03and San Francisco.
0:17:03 > 0:17:06It was a complete once-in-a-lifetime...
0:17:06 > 0:17:08Yeah. ..holiday and experience that we wouldn't be able to do
0:17:08 > 0:17:09at any other point, really.
0:17:09 > 0:17:11Before we had children, as well.
0:17:11 > 0:17:15Yeah. So, we planned to get remarried there in the white chapel
0:17:15 > 0:17:17and all these crazy things that you do in Vegas.
0:17:18 > 0:17:22The flights, booked with Virgin Atlantic via website Expedia,
0:17:22 > 0:17:25had cost the couple almost ?2,400,
0:17:25 > 0:17:28as they were travelling in the school break.
0:17:28 > 0:17:30And however welcome the pregnancy was,
0:17:30 > 0:17:34it did throw something of a spanner into their travel plans.
0:17:34 > 0:17:36We found out I was 14 weeks.
0:17:36 > 0:17:37I remember sitting in the waiting room, didn't we?
0:17:37 > 0:17:40And we were looking at the scan, really excited and ringing everybody,
0:17:40 > 0:17:43as you do, and texting everybody.
0:17:43 > 0:17:47All of a sudden thinking, "Oh, hang on, that will mean that I will be...
0:17:48 > 0:17:51.."32 weeks pregnant on the 3rd of August."
0:17:51 > 0:17:53Four days before we were supposed to fly.
0:17:53 > 0:17:55Come back...
0:17:55 > 0:17:58That meant by the time of their return flight,
0:17:58 > 0:18:00Lisa would be 34 weeks pregnant.
0:18:00 > 0:18:04Try as he might, Eddie couldn't find an insurance policy that would cover
0:18:04 > 0:18:09them past 32 weeks and with the cost of health care so high in the US,
0:18:09 > 0:18:12they knew they couldn't afford to be in California
0:18:12 > 0:18:14if Lisa suddenly went into labour.
0:18:14 > 0:18:18To have a baby delivered normally after 32 weeks in America
0:18:18 > 0:18:21would cost anywhere between $3,000 and $25,000,
0:18:21 > 0:18:24which was just a crazy amount of money
0:18:24 > 0:18:26that we just wouldn't be able to afford.
0:18:26 > 0:18:28We're not in a position to do that.
0:18:28 > 0:18:30So, much to their disappointment,
0:18:30 > 0:18:33the couple felt they had no choice but to cancel their holiday.
0:18:33 > 0:18:36It just seemed madness, really, that there was no option for us.
0:18:36 > 0:18:39It felt like there was no option other than to not go.
0:18:39 > 0:18:41Which was a real shame, wasn't it? Yeah.
0:18:43 > 0:18:47They contacted both Virgin and Expedia to ask for a refund,
0:18:47 > 0:18:49but the response was a shock.
0:18:49 > 0:18:53When Virgin told us that we couldn't get the money back, we were just stunned, really.
0:18:53 > 0:18:56They basically said because the flights were non-refundable,
0:18:56 > 0:18:59there was nothing they could do. It was in the terms and conditions.
0:18:59 > 0:19:00It seemed completely unreasonable,
0:19:00 > 0:19:03considering especially the amount of notice that we'd given to them.
0:19:04 > 0:19:09The couple were told that as Expedia's terms and conditions had made clear,
0:19:09 > 0:19:10the flights weren't refundable,
0:19:10 > 0:19:15the only money they'd be able to get back was the taxes they'd paid.
0:19:15 > 0:19:17The flights cost just under ?2,400
0:19:17 > 0:19:21and we'd been told that we could get ?222 back,
0:19:21 > 0:19:24which just seemed insane.
0:19:24 > 0:19:26There you go, my love. Thank you.
0:19:26 > 0:19:29Eddie tried suggesting that they transfer the flights to Lisa's parents,
0:19:29 > 0:19:32but was told that wasn't possible, either.
0:19:32 > 0:19:35It just seemed completely unreasonable they wouldn't change the names.
0:19:35 > 0:19:38Yeah. We would have happily paid an admin fee.
0:19:38 > 0:19:42Now, on Virgin, unlike some other airlines, with a doctor's note,
0:19:42 > 0:19:45pregnant women can fly right up to 36 weeks.
0:19:45 > 0:19:50But doing so would mean travelling without insurance so close to the due date
0:19:50 > 0:19:53and Lisa and Eddie didn't want take that risk.
0:19:53 > 0:19:57I felt Virgin's kind of response was completely irrational and the fact
0:19:57 > 0:19:59that they said, well, it's not our fault,
0:19:59 > 0:20:01you can still travel, you can still fly.
0:20:01 > 0:20:05Clearly we're not going to be able to fly without travel insurance.
0:20:05 > 0:20:07When we put these points to Virgin and Expedia,
0:20:07 > 0:20:10both companies reiterated that in this instance,
0:20:10 > 0:20:15the fare booked was a non-transferable and non-refundable ticket.
0:20:15 > 0:20:19They added that customers are made aware of any terms and conditions at the
0:20:19 > 0:20:21time of booking, and went on to say
0:20:21 > 0:20:24that if there's a chance changes might be needed,
0:20:24 > 0:20:28a flexible ticket should be booked to avoid any disappointment.
0:20:28 > 0:20:31Expedia also explained that for security reasons,
0:20:31 > 0:20:35the name on a ticket must exactly match the name written in a passport.
0:20:35 > 0:20:38So, in the vast majority of cases,
0:20:38 > 0:20:41even a name amendment will require a new ticket to be issued.
0:20:44 > 0:20:48Well, you can understand why Lisa and Eddie no longer felt they could travel.
0:20:48 > 0:20:53And the experience of Sharon Halls from Ipswich just underlines
0:20:53 > 0:20:56why they were right to be concerned about what might happen.
0:20:56 > 0:20:59Sharon, too, had booked a flight long before becoming pregnant.
0:20:59 > 0:21:04This time to the Dominican Republic and for a very special occasion.
0:21:04 > 0:21:07When I was asked to be maid of honour to my best friend's wedding,
0:21:07 > 0:21:09I was over the moon.
0:21:09 > 0:21:11She'd said she was going to get married abroad,
0:21:11 > 0:21:13which made it all the more exciting.
0:21:13 > 0:21:1813 months after Sharon booked the trip, she found out she was pregnant.
0:21:18 > 0:21:21By the time the wedding came out, she'd be 26 weeks.
0:21:21 > 0:21:24So, determined not to miss out on her friend's big day,
0:21:24 > 0:21:28she checked with her doctor that she would still be safe to travel.
0:21:28 > 0:21:31We knew we were OK to fly.
0:21:31 > 0:21:35I wouldn't have gone if they'd said, "No, you're not fit to fly."
0:21:39 > 0:21:42After being given the medical all clear, Sharon and her partner, Daniel,
0:21:42 > 0:21:46double-checked with their insurer that they'd be covered for any hospital bills
0:21:46 > 0:21:50should she go into labour whilst in the Dominican Republic.
0:21:50 > 0:21:52And after confirming that she would be,
0:21:52 > 0:21:55the couple decided to go ahead with the trip.
0:21:55 > 0:21:57The holiday was great.
0:21:57 > 0:22:00Beautiful beaches, sun all day.
0:22:00 > 0:22:02Just relaxing, really.
0:22:03 > 0:22:07But two days before the couple were due to return to the UK,
0:22:07 > 0:22:09Sharon went into labour.
0:22:09 > 0:22:10We were completely in denial.
0:22:10 > 0:22:13I was like, "She can't give birth now. She can't give birth now.
0:22:13 > 0:22:14"This is too early."
0:22:14 > 0:22:16I didn't want to...
0:22:16 > 0:22:18to give birth there,
0:22:18 > 0:22:19I had a birth plan!
0:22:19 > 0:22:22Of course, all plans went out of the window
0:22:22 > 0:22:24and Sharon was rushed to the nearest hospital.
0:22:24 > 0:22:28But it wasn't equipped to deal with a baby born so early.
0:22:28 > 0:22:33It wasn't until we were told by the doctor that they had no facilities
0:22:33 > 0:22:38there for a premature baby that we started to panic, really.
0:22:38 > 0:22:42The nearest premature baby unit was at a private hospital two hours away.
0:22:42 > 0:22:44But before they could move there,
0:22:44 > 0:22:48the couple were told that they'd have to pay $10,000 for their care,
0:22:48 > 0:22:50so they wanted to be sure their insurer would,
0:22:50 > 0:22:53as it had previously suggested, cover the cost.
0:22:53 > 0:22:59It was a race against time because my baby had to wait for us to come up with the funds.
0:22:59 > 0:23:02We were on the phone backwards and forwards
0:23:02 > 0:23:05to the insurance company to try and sort it.
0:23:05 > 0:23:09And they just kept saying, "In theory, we're going to pay."
0:23:09 > 0:23:12So, in theory, that didn't get us moving.
0:23:12 > 0:23:15And we needed to know
0:23:15 > 0:23:17as soon as possible what was going to happen.
0:23:17 > 0:23:20With Sharon getting ever closer to giving birth,
0:23:20 > 0:23:22the couple felt their best choice
0:23:22 > 0:23:25was to try and get the $10,000 together themselves.
0:23:25 > 0:23:29We pulled as much as we could together,
0:23:29 > 0:23:32several credit cards and the rest of it.
0:23:32 > 0:23:36And off we went. We just needed to get there and it was scary.
0:23:36 > 0:23:38Upsetting.
0:23:39 > 0:23:41With the money cobbled together,
0:23:41 > 0:23:44Sharon and Daniel raced to reach the specialist private hospital
0:23:44 > 0:23:46and they arrived with hardly a minute to spare.
0:23:48 > 0:23:52Their baby, Evie, was born on the 28th September 2015
0:23:52 > 0:23:57just over 12 weeks premature and weighing only 2lb 10oz.
0:23:57 > 0:24:00Compared to all the other babies in the room, she was so tiny.
0:24:01 > 0:24:03I couldn't touch her.
0:24:03 > 0:24:05I couldn't hold her.
0:24:05 > 0:24:08It was a good feeling to see her, though.
0:24:10 > 0:24:14But Evie needed round-the-clock care and of course that was going to cost
0:24:14 > 0:24:17an extra $2,500 a day.
0:24:17 > 0:24:22Rather than pay that, the insurance company recommended that Evie was moved instead
0:24:22 > 0:24:24to a local public hospital which was free.
0:24:24 > 0:24:29After meeting the dedicated team of doctors and nurses at the public hospital,
0:24:29 > 0:24:33the couple were reassured that this was the best place for Evie
0:24:33 > 0:24:35to be cared for, after all.
0:24:35 > 0:24:37And there was no need to pay privately.
0:24:37 > 0:24:41And within seven days of Sharon going into early labour,
0:24:41 > 0:24:45their insurers did agree to pay that initial $10,000,
0:24:45 > 0:24:48plus any other expenses relating to Evie's care.
0:24:50 > 0:24:53That financial support turned out to be invaluable.
0:24:53 > 0:24:58Evie's health complications meant it was four months until they made it back home.
0:25:00 > 0:25:06It was amazing to just know that we were finally taking her back to see people who... Like his mum.
0:25:08 > 0:25:09Yeah, my family, your family.
0:25:09 > 0:25:13Yeah. Friends. The people that were on the wedding with us there,
0:25:13 > 0:25:15as well. Finally meeting little Evie.
0:25:15 > 0:25:20Evie is now thriving after a difficult start to life.
0:25:20 > 0:25:21Evie's great.
0:25:21 > 0:25:23She's a bubbly little girl.
0:25:23 > 0:25:25Always quite content.
0:25:25 > 0:25:27She was a fighter from the beginning.
0:25:27 > 0:25:29And she'll continue to be a fighter, I'll make sure of that.
0:25:31 > 0:25:36Eddie and Lisa, whose baby boy Ethan is now four months old, think that
0:25:36 > 0:25:40airlines and insurers should be more flexible if, as happened to them,
0:25:40 > 0:25:42plans suddenly need to change.
0:25:42 > 0:25:46I'm sure there's lots of other couples that this has happened to the past. Yeah.
0:25:46 > 0:25:49I think something needs to change in terms of the rules for the future,
0:25:49 > 0:25:52to make sure other people don't get stuck in this
0:25:52 > 0:25:55same unfortunate position that we've been put in, really. Yeah.
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0:26:56 > 0:27:02Well, I know they say that lightning does not strike in the same place twice, but I don't know about you,
0:27:02 > 0:27:07I have to say that after hearing about the awful consequences of that fire
0:27:07 > 0:27:09in the French chateau that we saw earlier,
0:27:09 > 0:27:11I am certainly going to be
0:27:11 > 0:27:14double-checking the details of both my travel and my home insurance
0:27:14 > 0:27:17the next time I go away. How about you, Gloria?
0:27:17 > 0:27:19You won't be on your own because I'll be checking mine as well.
0:27:19 > 0:27:21Because there's such a strong warning.
0:27:21 > 0:27:23And every one of the stories that we've looked at today really does
0:27:23 > 0:27:25underline how important it is
0:27:25 > 0:27:28to make sure that when you're getting travel insurance
0:27:28 > 0:27:30that first of all you're getting the right kind,
0:27:30 > 0:27:32and crucially from the right date.
0:27:32 > 0:27:36And remember the only way that you'll be covered if you do need to cancel
0:27:36 > 0:27:39is if you take it out from the very moment that you book your holiday.
0:27:39 > 0:27:42Well, with that precious nugget of advice,
0:27:42 > 0:27:44I'm afraid we've reached the end of today's programme.
0:27:44 > 0:27:48We'll be back very soon to investigate more of the stories you've asked us
0:27:48 > 0:27:49to look into on your behalf.
0:27:49 > 0:27:53But in the meantime, do keep letting us know your own experiences.
0:27:53 > 0:27:56We look at every single one and it's on that basis that we decide what we're
0:27:56 > 0:27:58going to cover in the future, isn't it?
0:27:58 > 0:28:01And I loved today's programme because of the diversity.
0:28:01 > 0:28:04I love when people share their stories and of course it prevents other people being in a trap.
0:28:04 > 0:28:07Absolutely. It helps everybody. It does.
0:28:07 > 0:28:08And it's all down to you.
0:28:08 > 0:28:10Well, that's all from us.
0:28:10 > 0:28:13From all of the three of us in sunny Tenerife, goodbye.
0:28:13 > 0:28:14Bye-bye. Goodbye.
0:28:45 > 0:28:47From the depths of our forests and rivers,