0:00:03 > 0:00:06We asked you who's left you feeling ripped off when it comes to
0:00:06 > 0:00:08your holidays, and you came back with a
0:00:08 > 0:00:10catalogue of travel disasters.
0:00:10 > 0:00:12Holidays are supposed to be a time of relaxing,
0:00:12 > 0:00:14not a time of more stress, and certainly not a time of stress
0:00:14 > 0:00:16whilst you're away.
0:00:16 > 0:00:18It's just annoying, that you think, "What next?
0:00:18 > 0:00:21"What are they going to put a charge on next?"
0:00:22 > 0:00:25So, whether it's a deliberate rip-off,
0:00:25 > 0:00:27a simple mistake or a catch in the small print,
0:00:27 > 0:00:31we'll find out why you're out of pocket and what you can do about it.
0:00:32 > 0:00:33Your stories, your money.
0:00:33 > 0:00:35This is Rip-Off Britain.
0:00:37 > 0:00:40Hello, and welcome once again to Rip-Off Britain.
0:00:40 > 0:00:44Although, as you've probably already spotted, this series,
0:00:44 > 0:00:46we're not in Britain, but Tenerife.
0:00:46 > 0:00:49We're here to investigate some of your stories to do with travel and
0:00:49 > 0:00:51holidays. And, today, we're looking at problems
0:00:51 > 0:00:54that crop up before you've even stepped onto the plane,
0:00:54 > 0:00:58because they're all to do with unexpected disasters at the airport.
0:00:58 > 0:01:03Because airports are often stressful, crowded and confusing.
0:01:03 > 0:01:06And they don't always get you in the holiday mood.
0:01:06 > 0:01:09Indeed, there are lots of people who've given up going abroad,
0:01:09 > 0:01:12just to avoid having to go through them in the first place.
0:01:12 > 0:01:15And it really is true that if something goes wrong at that stage,
0:01:15 > 0:01:17before you've even left the country,
0:01:17 > 0:01:21it can put a real dampener on the start of your trip.
0:01:21 > 0:01:24It's clear that some airports are working hard to improve the
0:01:24 > 0:01:27entire experience. So, as well as some surprising revelations
0:01:27 > 0:01:30to do with things we could all get caught out by
0:01:30 > 0:01:33before we even take off, we'll also take an exclusive look
0:01:33 > 0:01:36behind the scenes at some of the ways they're trying
0:01:36 > 0:01:37to make things better.
0:01:37 > 0:01:40Particularly for those who need that the most.
0:01:42 > 0:01:45Coming up - after one family's brush with security
0:01:45 > 0:01:48led to them missing their flight, we cut through the
0:01:48 > 0:01:52continuing confusion over what you can and can't take on a plane.
0:01:52 > 0:01:55We said, "Well, what do we do now?
0:01:55 > 0:01:57"We've missed it, what do we do?"
0:01:57 > 0:02:00So, he said, "We can book you on another flight tomorrow morning,
0:02:00 > 0:02:02"exactly the same, but you have to pay."
0:02:03 > 0:02:07And, if the hi-tech chip in your passport suddenly stops working,
0:02:07 > 0:02:11should it be you that has to stump up for a new one?
0:02:11 > 0:02:12I'm in a bit of a tricky situation,
0:02:12 > 0:02:16but the alternative is to fork out for a new passport
0:02:16 > 0:02:19and spend all that money, when, actually, what if I have
0:02:19 > 0:02:20the same problem again?
0:02:24 > 0:02:27It seems incredible to think that nearly 16 years have passed
0:02:27 > 0:02:31since the September 11th terrorist attacks on the US.
0:02:31 > 0:02:33Since then, many measures have been introduced
0:02:33 > 0:02:37to ensure that flying remains the safest way to travel,
0:02:37 > 0:02:40from biometric security to full-body scans.
0:02:40 > 0:02:44And, of course, there's the one that most of us will be familiar with -
0:02:44 > 0:02:46limits on what liquids and toiletries you're allowed to take
0:02:46 > 0:02:48onto the plane.
0:02:48 > 0:02:52It's all completely understandable and necessary, of course,
0:02:52 > 0:02:54but some of you have contacted us to say you're confused
0:02:54 > 0:02:57about those rules on liquids, unsure of what and how much
0:02:57 > 0:02:59is allowed on board.
0:03:01 > 0:03:05Every year, hundreds of tonnes of banned substances end up
0:03:05 > 0:03:08having to be dumped by passengers at the last minute.
0:03:08 > 0:03:11And the items that prove contentious aren't necessarily
0:03:11 > 0:03:12the ones you might expect.
0:03:14 > 0:03:15Enjoying your milk?
0:03:16 > 0:03:21Eva Fernandez, from Barry Island in South Wales, is 16 months old.
0:03:21 > 0:03:24But when she, her grandmother, Yvonne Delaney,
0:03:24 > 0:03:27and other family members were jetting off to Barcelona,
0:03:27 > 0:03:29she was aged just three months.
0:03:29 > 0:03:32Her life would revolve around milk,
0:03:32 > 0:03:35so that bottle's very important to her.
0:03:35 > 0:03:39So, when we go away or when we go anywhere,
0:03:39 > 0:03:44we always have the bottle ready, just in case we're held up anywhere.
0:03:46 > 0:03:49Eva's grandparents had planned a four-day trip to Spain
0:03:49 > 0:03:52as a pick-me-up after what had been a difficult pregnancy,
0:03:52 > 0:03:57when even Eva's mum, Caroline, developed pre-eclampsia.
0:03:57 > 0:04:01Pre-eclampsia could kill the baby and the mother.
0:04:01 > 0:04:04We didn't realise until very late in the pregnancy that she was suffering
0:04:04 > 0:04:05from this.
0:04:07 > 0:04:10They booked early morning flights through easyJet from Luton,
0:04:10 > 0:04:15packing two cartons of milk formula powder and some liquid milk for Eva
0:04:15 > 0:04:16in their hand luggage.
0:04:16 > 0:04:19We went to security, and that's where it
0:04:19 > 0:04:21all went horribly wrong.
0:04:21 > 0:04:24A security officer screened their pram and hand luggage.
0:04:25 > 0:04:28They'd taken the pram away, which was not a problem.
0:04:28 > 0:04:33And then, obviously, individually, we were screened,
0:04:33 > 0:04:36and then they started on the milk formula.
0:04:38 > 0:04:40Took away one box.
0:04:40 > 0:04:44You might think powdered milk would cause no problem at security.
0:04:44 > 0:04:47After all, it's not on the list of items that are banned.
0:04:47 > 0:04:49But it could, potentially, be mistaken
0:04:49 > 0:04:52for other banned substances, including drugs.
0:04:52 > 0:04:55I'm a lay person, don't know anything about narcotics.
0:04:55 > 0:04:57But it's baby formula.
0:04:59 > 0:05:01But, of course, time was going on then
0:05:01 > 0:05:03through security, we knew it was.
0:05:03 > 0:05:05The team returned with an all-clear for the carton of powder
0:05:05 > 0:05:07they'd analysed.
0:05:09 > 0:05:13We thought we were ready to go, we were getting geared up to leave.
0:05:13 > 0:05:17Then they took the other carton for analysis.
0:05:17 > 0:05:22Time was ticking by, so we tried to alert easyJet personnel to say,
0:05:22 > 0:05:25"Look, we need to catch this flight."
0:05:25 > 0:05:28But we didn't get any sort of...
0:05:28 > 0:05:31No, they just ambled through.
0:05:31 > 0:05:34We were just losing hope, really, that we'd get to the gate.
0:05:34 > 0:05:37I remember Caroline saying, "Well, we could still make it,
0:05:37 > 0:05:40"because we've still got some time."
0:05:40 > 0:05:44When we got there, a person from easyJet was there to say, you know,
0:05:44 > 0:05:46"It's too late, the gate's closed now."
0:05:46 > 0:05:49But we said, "But we've still got some time,
0:05:49 > 0:05:50"and our baggage is on there."
0:05:50 > 0:05:52And she said, "No, it's closed."
0:05:52 > 0:05:56It was just very disappointing, very disappointing.
0:05:56 > 0:05:59And the incident had an expensive sting in the tail,
0:05:59 > 0:06:02when they spoke to the man on the easyJet desk.
0:06:02 > 0:06:04We said, "Well, what do we do now?
0:06:04 > 0:06:05"We've missed it, what do we do?"
0:06:05 > 0:06:09So, he said, "We can book you on another flight in the morning,
0:06:09 > 0:06:12"exactly the same, but you have to pay."
0:06:12 > 0:06:13They just washed their hands of it.
0:06:13 > 0:06:15It's easyJet's line, isn't it?
0:06:15 > 0:06:18It's your responsibility to get to the gate.
0:06:18 > 0:06:21The family had to pay for another night in the airport hotel
0:06:21 > 0:06:23to make the early flight time, plus, of course,
0:06:23 > 0:06:25for the flights themselves.
0:06:25 > 0:06:31It cost us ?250 for the hotel for the night
0:06:31 > 0:06:32for the two rooms.
0:06:32 > 0:06:37And then it cost us a further ?250 for the flights.
0:06:37 > 0:06:39So ?500.
0:06:39 > 0:06:42The most disappointing point was that we were actually...
0:06:42 > 0:06:44We weren't in Barcelona.
0:06:44 > 0:06:49Well, easyJet's version of events isn't quite the same as Yvonne's
0:06:49 > 0:06:52as the airline say all this stemmed from the family arriving too late
0:06:52 > 0:06:56at the airport, leaving only six minutes to clear security
0:06:56 > 0:06:58before they needed to be at the gate.
0:06:58 > 0:07:00It went on to say that it always asks that...
0:07:08 > 0:07:11That was reiterated by Luton Airport, which,
0:07:11 > 0:07:12while stressing that...
0:07:17 > 0:07:20..told us it recommends allowing two to three hours to drop off baggage
0:07:20 > 0:07:22and pass through security,
0:07:22 > 0:07:26adding that home-prepared bottles of sterilised breast or cow's milk
0:07:26 > 0:07:31above 100ml are permitted for those travelling with infants.
0:07:31 > 0:07:34The airport also said that those travelling with formula
0:07:34 > 0:07:37should ensure it's available for inspection, and...
0:07:42 > 0:07:46Yvonne's story is a reminder that we all risk security delays if there's
0:07:46 > 0:07:49anything in our hand luggage an officer might think
0:07:49 > 0:07:51could be prohibited.
0:07:51 > 0:07:55So how much do passengers here at Manchester Airport know about what's
0:07:55 > 0:07:56banned and what isn't?
0:07:56 > 0:08:00We put some of them to the test, with the help of our travel guru,
0:08:00 > 0:08:01Simon Calder.
0:08:04 > 0:08:08Even though the LAGs rules - liquids, aerosols and gels -
0:08:08 > 0:08:10have been with us for over a decade now,
0:08:10 > 0:08:13there's still huge amounts of confusion about what's allowed
0:08:13 > 0:08:14and what isn't.
0:08:14 > 0:08:18For instance, here's a snow globe and a grapefruit.
0:08:18 > 0:08:22Similar volumes. Is either allowed? Are both allowed?
0:08:22 > 0:08:25I'm going to ask the Great British public what they think.
0:08:27 > 0:08:30I'm going to start off with this.
0:08:30 > 0:08:32Banned. Banned.
0:08:32 > 0:08:34Banned. I'd say it's probably allowed.
0:08:34 > 0:08:36I'd say it's probably banned.
0:08:36 > 0:08:37Yep, banned. Banned, it is.
0:08:37 > 0:08:40More water gets thrown away than anything else.
0:08:42 > 0:08:46Also on the subject of liquids, allowed or banned?
0:08:46 > 0:08:49Banned. I'd say banned cos it's got liquid in it.
0:08:49 > 0:08:51That amount, allowed.
0:08:51 > 0:08:53Right, OK. I know why you're saying that,
0:08:53 > 0:08:55cos that's clearly less than 100ml.
0:08:55 > 0:08:58But, it's the size of the container that counts, so, I'm afraid,
0:08:58 > 0:09:01you're wrong, but it's understandable.
0:09:01 > 0:09:04We've got two things, very similar volume.
0:09:04 > 0:09:07Not allowed.
0:09:07 > 0:09:08I'm going to say allowed, it's food.
0:09:08 > 0:09:10Banned.
0:09:10 > 0:09:13I'd say that's allowed. Allowed.
0:09:13 > 0:09:16Yep, ooh, I'm afraid, Linda, it's allowed.
0:09:16 > 0:09:19Definitely is. Also very good for you, lots of vitamin C.
0:09:19 > 0:09:20Good for a long flight.
0:09:20 > 0:09:22What about this lovely chap?
0:09:22 > 0:09:25Erm, I would say that's probably banned.
0:09:25 > 0:09:27I think it might be allowed, actually.
0:09:27 > 0:09:29Banned. Right.
0:09:29 > 0:09:31Oh, Linda... I'm wrong again!
0:09:31 > 0:09:32No, I'm so sorry!
0:09:33 > 0:09:36That's right, the snow globe is also on the banned list,
0:09:36 > 0:09:39and should go into the hold.
0:09:39 > 0:09:42Let's see if they do any better with these next items.
0:09:42 > 0:09:44From liquids to sharps,
0:09:44 > 0:09:47and here we have nail scissors and a Swiss Army knife.
0:09:47 > 0:09:50ALL: Banned.
0:09:50 > 0:09:52Well, no.
0:09:52 > 0:09:56These are both allowed because the blade is less than 6cm,
0:09:56 > 0:09:58just over a couple of inches.
0:09:58 > 0:10:01Now, having said that,
0:10:01 > 0:10:05security staff may confiscate other stuff if they consider it a risk,
0:10:05 > 0:10:09even if it normally is allowed through hand luggage.
0:10:09 > 0:10:16And, finally, this is baby milk, 200ml, allowed or banned?
0:10:16 > 0:10:19Allowed, I'm going to say allowed, because you need it.
0:10:19 > 0:10:20Banned.
0:10:20 > 0:10:25Alan, I'm glad to see you're defiantly sticking to your answers,
0:10:25 > 0:10:28but, again, you're wrong. Assuming you've got a baby, that is,
0:10:28 > 0:10:31you're allowed to take a reasonable quantity of baby milk,
0:10:31 > 0:10:33even if it's above 100ml.
0:10:33 > 0:10:35So this is allowed.
0:10:38 > 0:10:40Quite alarming results here.
0:10:40 > 0:10:42I've just totalled them up, and half the time
0:10:42 > 0:10:45people are wrong about what's allowed and what isn't allowed
0:10:45 > 0:10:47through the security check.
0:10:47 > 0:10:50Of course, make sure, online, that you know what the rules are.
0:10:50 > 0:10:54Bear in mind that they may be different when you're coming back
0:10:54 > 0:10:57from when you're leaving Britain. And, if in doubt,
0:10:57 > 0:11:00leave it out or put it in your checked baggage.
0:11:00 > 0:11:03Well, the Department for Transport says it keeps security measures
0:11:03 > 0:11:04under constant review,
0:11:04 > 0:11:07and it would encourage all passengers to plan their trips
0:11:07 > 0:11:12and check with their airline on restrictions before setting off.
0:11:12 > 0:11:13How does the future look?
0:11:13 > 0:11:16Well, the airports and the airlines are working toward
0:11:16 > 0:11:18something called smart security,
0:11:18 > 0:11:21so you won't need to worry about liquids any more.
0:11:21 > 0:11:23You'll just walk through a corridor,
0:11:23 > 0:11:26all the way from check-in to departures,
0:11:26 > 0:11:29pretty unaware that you're being screened.
0:11:29 > 0:11:30When's that going to happen?
0:11:30 > 0:11:33I absolutely don't know, neither do they.
0:11:33 > 0:11:35But, in the meantime,
0:11:35 > 0:11:38all you can do is do your best to know what the rules are.
0:11:45 > 0:11:47I'm sure none of you need reminding that,
0:11:47 > 0:11:49if you're going to be going on holiday outside of the UK,
0:11:49 > 0:11:52you aren't going to get very far without one of these -
0:11:52 > 0:11:55a passport. Indeed, over the last decade,
0:11:55 > 0:11:59each new one issued has included a biometric chip.
0:11:59 > 0:12:02It's designed to be scanned at customs to make the whole process
0:12:02 > 0:12:04a lot quicker and more secure.
0:12:04 > 0:12:08But though the passport itself is valid for ten years,
0:12:08 > 0:12:11some of you have found that the chip inside
0:12:11 > 0:12:13can fail long before then.
0:12:13 > 0:12:15Which, as far as some countries are concerned,
0:12:15 > 0:12:19means that the passport is invalid.
0:12:19 > 0:12:23So we've taken a close look at why these chips just might go wrong,
0:12:23 > 0:12:27and what to do if yours could also be affected.
0:12:30 > 0:12:34The passport is perhaps the most enduring feature
0:12:34 > 0:12:35of international travel,
0:12:35 > 0:12:37and has been key to giving us access
0:12:37 > 0:12:39to faraway lands for centuries.
0:12:41 > 0:12:44And for Ali Mahoney, her passport isn't just an essential requirement,
0:12:44 > 0:12:47it's a reminder of all the interesting places
0:12:47 > 0:12:49she's visited around the world.
0:12:50 > 0:12:54Indonesia's stamp is probably the most attractive stamp that I had
0:12:54 > 0:12:57in the passport. I've also got the stamp for Argentina,
0:12:57 > 0:13:01when I went to Buenos Aires, which was a really interesting week away.
0:13:01 > 0:13:04Another fond memory is from Fiji.
0:13:04 > 0:13:05But on her last few trips abroad,
0:13:05 > 0:13:09her passport hasn't been giving her the smooth passage through customs
0:13:09 > 0:13:12that she's been used to. Though she didn't initially realise
0:13:12 > 0:13:16the significance, her problems began on her return
0:13:16 > 0:13:18from a skiing holiday in 2015.
0:13:19 > 0:13:23On my way back from Geneva was the first time that I was stopped
0:13:23 > 0:13:25and kind of interrogated in more depth.
0:13:25 > 0:13:29It made me feel pretty uncomfortable and quite embarrassed.
0:13:29 > 0:13:32But, at that time, I wasn't thinking it was a problem with my passport,
0:13:32 > 0:13:34I was thinking perhaps there was a problem
0:13:34 > 0:13:36that they found with me and my travel.
0:13:37 > 0:13:40But a month later, on her way back from a trip to Malta,
0:13:40 > 0:13:43Ali was stopped at passport control again.
0:13:46 > 0:13:49Similar thing happened at the passport control.
0:13:49 > 0:13:50I was stopped at the desk.
0:13:50 > 0:13:52It wasn't the usual quick pass through.
0:13:52 > 0:13:56Again, it was quite an in-depth interrogation,
0:13:56 > 0:13:59and the passport being flicked through, several pages,
0:13:59 > 0:14:01lots of different questions.
0:14:01 > 0:14:04And it was at that time that the officer suggested that, perhaps,
0:14:04 > 0:14:07there might be a problem with the chip in my passport,
0:14:07 > 0:14:10which made me think, "OK, perhaps it's not me,
0:14:10 > 0:14:12"perhaps it is actually my passport."
0:14:12 > 0:14:16The officer suggested that the biometric chip in her passport -
0:14:16 > 0:14:20the technology that stores all the personal information about you -
0:14:20 > 0:14:21might not be working.
0:14:21 > 0:14:25So when she got home, Ali did some online research into these chips,
0:14:25 > 0:14:29and found that they may not always be as robust as you might expect.
0:14:31 > 0:14:33Through some of the research that I did online,
0:14:33 > 0:14:35there were question marks
0:14:35 > 0:14:38over whether the chips could withstand the
0:14:38 > 0:14:40real-life usage of a ten-year passport,
0:14:40 > 0:14:43and that's what made me contact the Passport Office
0:14:43 > 0:14:46and ask for them to look into my passport.
0:14:46 > 0:14:50After an investigation, the Passport Office got back to Ali, saying that,
0:14:50 > 0:14:53while normally the chips are covered by a warranty that lasts as long as
0:14:53 > 0:14:57the passport itself - usually ten years - in her case,
0:14:57 > 0:14:58that wasn't going to apply.
0:14:58 > 0:15:01She was told she must have damaged the chip
0:15:01 > 0:15:03and, as such, the warranty was void,
0:15:03 > 0:15:06and she'd have to stump up the cost of a replacement.
0:15:06 > 0:15:10I keep my passport in a leather wallet when I'm travelling
0:15:10 > 0:15:13and when I'm at home, so it's always stored nice and safe.
0:15:13 > 0:15:17It's not rolling around in a bag or anything like that -
0:15:17 > 0:15:20it's always kept in good condition, because it has to,
0:15:20 > 0:15:23it has to last me ten years.
0:15:23 > 0:15:26But Ali couldn't see why she should have to fork out for a new passport
0:15:26 > 0:15:29only four years after getting the last one.
0:15:30 > 0:15:32I sent it off a second time
0:15:32 > 0:15:35with a letter highlighting the fact that the damage -
0:15:35 > 0:15:37or the so-called damage -
0:15:37 > 0:15:40was so small that it was barely visible to the human eye.
0:15:40 > 0:15:42But the Passport Office refused to budge,
0:15:42 > 0:15:45insisting that the only option was to buy a new one.
0:15:45 > 0:15:46I'm in a bit of a tricky situation,
0:15:46 > 0:15:50because I've chosen to keep the passport, travel on it,
0:15:50 > 0:15:54knowing that I could encounter problems at immigration.
0:15:55 > 0:16:00But the alternative is to fork out for a new passport and spend all
0:16:00 > 0:16:04that money, when, actually, what if I have the same problem again?
0:16:04 > 0:16:06So I think I'd rather keep it for the time being,
0:16:06 > 0:16:08do some further investigation.
0:16:12 > 0:16:14Well, to help with her investigations,
0:16:14 > 0:16:17we've arranged for Ali to meet someone who knows a thing or two
0:16:17 > 0:16:18about biometric chips.
0:16:18 > 0:16:23Adam Laurie has been working as a legal hacker for over 30 years.
0:16:23 > 0:16:26He works with big companies to test the security of their products...
0:16:26 > 0:16:29ALI: Hey, how you doing? Hi, I'm Adam, nice to meet you.
0:16:29 > 0:16:30..by trying to hack into them.
0:16:32 > 0:16:34First of all, let's just have a quick look, physically.
0:16:34 > 0:16:37It'll be interesting to see what
0:16:37 > 0:16:39you think of its physical condition.
0:16:39 > 0:16:41Oh, that looks pretty pristine to me.
0:16:41 > 0:16:45So this is one of the new ones, where
0:16:45 > 0:16:49the passport... The chip's actually in one of the covers. Yeah.
0:16:50 > 0:16:53Adam thinks that, because the new-style passports have chips
0:16:53 > 0:16:57buried in the front cover, they may be susceptible to more damage.
0:16:57 > 0:17:00And you can see what he means when he compares it to an older version.
0:17:01 > 0:17:04In the older one, it was on the back of the...
0:17:04 > 0:17:06So I've got an old model here.
0:17:08 > 0:17:11Oh, yeah. And you can see, it's on its own, separate page,
0:17:11 > 0:17:13and you can really see...
0:17:13 > 0:17:15So that's the back of the ID page...
0:17:15 > 0:17:17I see. ..and it's sort of,
0:17:17 > 0:17:20you know, really thick and hard. Yeah.
0:17:20 > 0:17:22What's more, in the older passport,
0:17:22 > 0:17:25it's really easy to see what may be wrong with the chip.
0:17:25 > 0:17:27But with the version Ali has,
0:17:27 > 0:17:31there isn't a way of looking at the chip without damaging the passport.
0:17:31 > 0:17:34So all Adam can do is use an electronic scanner,
0:17:34 > 0:17:36like the ones found at customs,
0:17:36 > 0:17:39to see if the chip has any signs of life in it at all.
0:17:39 > 0:17:43The moment of truth. OK. You want to know, is it actually going to work?
0:17:43 > 0:17:44HE INHALES
0:17:44 > 0:17:48The answer is no. No. So that really is dead.
0:17:48 > 0:17:50The Passport Office are not mistaken
0:17:50 > 0:17:53when they say your chip has failed. Uh-huh.
0:17:53 > 0:17:57And yet, whilst it's clear that the chip inside isn't working,
0:17:57 > 0:18:00any damage to the outside of the passport is barely visible.
0:18:00 > 0:18:03There's a little bump, just there,
0:18:03 > 0:18:07and if you get the light at the right angle, you can see it.
0:18:07 > 0:18:09So, what might have caused the chip to fail?
0:18:11 > 0:18:13There's a couple of things that could have happened.
0:18:13 > 0:18:16It could have detached the wire where it's connected.
0:18:16 > 0:18:19The second is, it could have actually dented
0:18:19 > 0:18:22into the chip itself, and cracked the silicon.
0:18:22 > 0:18:26Well, an obvious question raised by all this is whether the chip in your
0:18:26 > 0:18:27passport might pack up, too.
0:18:27 > 0:18:31And Adam believes that, whilst the latest biometric technology has many
0:18:31 > 0:18:35advantages in terms of security, where the chip is now placed -
0:18:35 > 0:18:36just behind the front cover -
0:18:36 > 0:18:40does mean it may be more susceptible to damage.
0:18:40 > 0:18:42They're not robust at all.
0:18:42 > 0:18:45I mean, the chip and the circuit is extremely fragile.
0:18:45 > 0:18:48The passport is probably one of
0:18:48 > 0:18:50the least robust environments
0:18:50 > 0:18:54that you will ever see these things deployed in.
0:18:54 > 0:18:56Well, when we contacted the Home Office,
0:18:56 > 0:18:58it reiterated what Ali was told -
0:18:58 > 0:19:00that if passports are damaged after issue,
0:19:00 > 0:19:03they won't be replaced free of charge.
0:19:03 > 0:19:06But in response to a Freedom Of Information request,
0:19:06 > 0:19:10the Passport Office says it received 4,126 complaints
0:19:10 > 0:19:12about faulty passports since 2012.
0:19:12 > 0:19:15Although it couldn't tell us how many of those
0:19:15 > 0:19:16were due to faulty chips.
0:19:16 > 0:19:19It said, however, that the chips had been subject to tests
0:19:19 > 0:19:23to see how they responded to wear and tear, and, once again,
0:19:23 > 0:19:25said that the chip is generally covered
0:19:25 > 0:19:28by a warranty that lasts the lifetime of a passport.
0:19:28 > 0:19:32But you can see why Ali is left wondering what damage she
0:19:32 > 0:19:35could possibly have caused for that warranty to be invalidated.
0:19:35 > 0:19:39She remains resolute that she won't pay to replace a passport
0:19:39 > 0:19:41that she considers to be faulty...
0:19:41 > 0:19:44Thanks for all your help, cheers. No worries. See you. Cheers.
0:19:44 > 0:19:47..although, of course, she does worry about the risks
0:19:47 > 0:19:50of continuing to use the old one.
0:19:50 > 0:19:53The whole process has left me feeling really frustrated
0:19:53 > 0:19:56and disappointed and, you know, not listened to.
0:19:56 > 0:19:58And I do worry about travelling.
0:19:58 > 0:20:02But at the same time, I do feel like I should stand up for my rights.
0:20:09 > 0:20:11Still to come on Rip-Off Britain...
0:20:11 > 0:20:14How a ground-breaking new scheme could transform the stresses of the
0:20:14 > 0:20:17airport for passengers, like this mum and her autistic son.
0:20:18 > 0:20:21The check-in is absolutely my worst nightmare.
0:20:21 > 0:20:23Look at the amount of people.
0:20:23 > 0:20:27So, yeah, I'm kind of worried how we're going to handle this.
0:20:30 > 0:20:32Now, for even the most seasoned of travellers,
0:20:32 > 0:20:35the airport can be a very, very stressful place,
0:20:35 > 0:20:37with the crowds of people - and luggage, of course -
0:20:37 > 0:20:40trying to navigate the confusion of all those check-in desks.
0:20:40 > 0:20:43And, naturally, the general hubbub of the entire place.
0:20:43 > 0:20:47So it's perhaps not surprising that many people with conditions like
0:20:47 > 0:20:51autism or dementia - along, naturally, with their families -
0:20:51 > 0:20:53tend to avoid them if at all possible,
0:20:53 > 0:20:57and, perhaps, as a result, rarely venture out of the UK at all.
0:20:57 > 0:21:01However, one airport, recognising this, has launched a scheme,
0:21:01 > 0:21:04and it hopes that it will give those who need a bit of help
0:21:04 > 0:21:06a much smoother ride.
0:21:06 > 0:21:08Well, we went along to see what difference it's made
0:21:08 > 0:21:10to one mum and her son's journey.
0:21:13 > 0:21:15For some people, travelling through an airport
0:21:15 > 0:21:17is more stressful than work or moving home.
0:21:17 > 0:21:21And it's enough to put four million of us
0:21:21 > 0:21:23off air travel altogether.
0:21:23 > 0:21:24Here we go!
0:21:26 > 0:21:28Maria Cook from Bristol does still go to the airport
0:21:28 > 0:21:32with eight-year-old son Ryan, who was diagnosed with autism
0:21:32 > 0:21:33when he was only two.
0:21:33 > 0:21:37But after the difficulties they've had on their annual trips abroad,
0:21:37 > 0:21:39she does sometimes question whether it's all worth it.
0:21:39 > 0:21:41Oh, he's lovely.
0:21:41 > 0:21:44In the past, we had some horrendous experiences at the airport.
0:21:44 > 0:21:46For someone with autism,
0:21:46 > 0:21:48it's really hard for them to understand
0:21:48 > 0:21:50why they have to be touched,
0:21:50 > 0:21:52why their bags are being taken away from them,
0:21:52 > 0:21:55why other people are touching their things.
0:21:55 > 0:21:58It manifests itself in so many different types of behaviours,
0:21:58 > 0:22:01through being so upset and distressed, high anxiety,
0:22:01 > 0:22:04and actual violent, you know, meltdowns.
0:22:04 > 0:22:05Ba-ba-baaa!
0:22:07 > 0:22:08Over the last few years,
0:22:08 > 0:22:12airports have come under fire for failing to adequately assist
0:22:12 > 0:22:16passengers like Ryan who live with what's usually described
0:22:16 > 0:22:17as a hidden disability.
0:22:17 > 0:22:20Maria has certainly come up against her fair share of challenges.
0:22:20 > 0:22:23In the past, I've asked for security personnel
0:22:23 > 0:22:26to just please be guided by what I'm suggesting
0:22:26 > 0:22:30we can do to get through the procedures.
0:22:30 > 0:22:33One guy, a few years ago, chose to ignore my advice and, I said,
0:22:33 > 0:22:36"Please don't touch my son - he won't like it,
0:22:36 > 0:22:38"he will lash out at you."
0:22:38 > 0:22:41He chose to ignore it, and he got a kick in the face.
0:22:41 > 0:22:45That's Ryan saying, "Leave me alone, I don't like this."
0:22:45 > 0:22:47You know, and that's the only way that he can communicate.
0:22:49 > 0:22:53Maria feels that airports need to step up their game when it comes
0:22:53 > 0:22:57to understanding the needs of passengers with hidden disabilities.
0:22:57 > 0:23:00Airports really need to get some awareness training about hidden
0:23:00 > 0:23:04disabilities. Airports are so busy, and everyone's on a time schedule,
0:23:04 > 0:23:06obviously, fully appreciate that.
0:23:06 > 0:23:08But for somebody with a hidden disability,
0:23:08 > 0:23:11they should just give them more time
0:23:11 > 0:23:14to process and make more time for them,
0:23:14 > 0:23:16because that is key.
0:23:18 > 0:23:21Well, it's good news, because it appears that some UK airports
0:23:21 > 0:23:23have started to listen to people like Maria,
0:23:23 > 0:23:26and are working hard to improve the service they offer.
0:23:26 > 0:23:28Last summer, for example,
0:23:28 > 0:23:32Heathrow declared itself the world's first dementia-friendly airport,
0:23:32 > 0:23:36with 300 staff specially trained to help spot and assist passengers
0:23:36 > 0:23:38with the condition.
0:23:38 > 0:23:41Meanwhile, Gatwick has come up with an idea it's hoped will ease some of
0:23:41 > 0:23:45the pressures associated with travelling through a busy airport,
0:23:45 > 0:23:48and we've arranged for Maria and Ryan to put it to the test.
0:23:48 > 0:23:50But no sooner have they got there
0:23:50 > 0:23:53that Maria's reminded of everything her son finds difficult.
0:23:54 > 0:23:57Coming to the airport is probably one of the most stressful things for
0:23:57 > 0:24:00someone with autism.
0:24:00 > 0:24:03It's so noisy, it's very bright,
0:24:03 > 0:24:05there's lots of smells and sounds.
0:24:06 > 0:24:08As soon as we arrived here today,
0:24:08 > 0:24:11Ryan pushed his earlobe up into his ears because, straightaway,
0:24:11 > 0:24:14the noise level was too much for him - he needed to block it out.
0:24:14 > 0:24:16That's why these ear defenders are
0:24:16 > 0:24:19such a vital piece of equipment for him.
0:24:19 > 0:24:23Gatwick's new initiative is to give out lanyards to passengers
0:24:23 > 0:24:27with hidden disabilities to act as a subtle indicator to staff
0:24:27 > 0:24:29that they may require additional assistance.
0:24:29 > 0:24:31Hi, good morning. Hello, good morning.
0:24:31 > 0:24:33I'm here to pick up what I believe is a lanyard to help with the hidden
0:24:33 > 0:24:34disability assistance service?
0:24:34 > 0:24:37Yes, we have one here for you. Do you need the assistance from here,
0:24:37 > 0:24:39or are you OK to make your own way through security?
0:24:39 > 0:24:42If someone's available to help us through security,
0:24:42 > 0:24:44that would be fantastic, cos I've got a lot of bags,
0:24:44 > 0:24:47and my son does get really, really stressed going through security.
0:24:47 > 0:24:51But before Maria and Ryan can tackle getting through security,
0:24:51 > 0:24:53they first of all need to check in.
0:24:53 > 0:24:57And while, to many of us, that may seem simple enough, for Maria,
0:24:57 > 0:24:58it's a real worry.
0:24:58 > 0:25:01The check-in is absolutely my worst nightmare.
0:25:01 > 0:25:03Look at the amount of people.
0:25:03 > 0:25:06Um, so, yeah, I'm kind of worried how we're going to handle this.
0:25:06 > 0:25:10But I've got my lanyard, and I've got someone here to help me, so,
0:25:10 > 0:25:12hopefully, we'll be able to get through this as quick
0:25:12 > 0:25:15and as stress-free as possible. RYAN: British Airways.
0:25:15 > 0:25:18This way. That way. That way! That way!
0:25:22 > 0:25:24Thanks to the additional support,
0:25:24 > 0:25:27Maria and Ryan pass through check-in like a breeze.
0:25:27 > 0:25:30But next up is another huge hurdle - security.
0:25:30 > 0:25:34Hopefully, with the assistance and the understanding, and obviously
0:25:34 > 0:25:37the lanyard, the security are going to be aware, that, "Actually,
0:25:37 > 0:25:41"let's treat this family with some respect and understanding."
0:25:42 > 0:25:46Maria and Ryan have made it through the dreaded security area,
0:25:46 > 0:25:49and Maria's smile is a giveaway - this time,
0:25:49 > 0:25:51they had no difficulties whatsoever.
0:25:51 > 0:25:53Going through security, absolutely no problem at all.
0:25:53 > 0:25:56We didn't have to queue, we were taken straight to the front.
0:25:56 > 0:25:58The staff were fantastic.
0:25:58 > 0:26:02So, yeah, absolute success with the lanyards, big thumbs up,
0:26:02 > 0:26:03and no stress at all.
0:26:06 > 0:26:09Schemes like this one could revolutionise air travel
0:26:09 > 0:26:10for families like Maria's.
0:26:10 > 0:26:14And as more airports roll out their own improvements,
0:26:14 > 0:26:16she's very excited about what that could mean
0:26:16 > 0:26:17for the millions of people
0:26:17 > 0:26:20thought to have hidden disabilities in the UK.
0:26:20 > 0:26:23I know a lot of families that wouldn't even entertain
0:26:23 > 0:26:26coming to the airport, wouldn't entertain going on holiday,
0:26:26 > 0:26:29purely because it would be too stressful for themselves, and
0:26:29 > 0:26:32obviously for the child or adult that they're caring for.
0:26:32 > 0:26:35Hopefully, now, with this wonderful system in place, we can
0:26:35 > 0:26:38actually say to our families, "You don't need to be frightened any more,
0:26:38 > 0:26:40"you can go on holiday."
0:26:40 > 0:26:44So, yeah, this is massive. This is massive for hidden disabilities...
0:26:45 > 0:26:48..and massive for the families, too. Absolutely brilliant.
0:26:56 > 0:26:59If you have a story you'd like us to investigate,
0:26:59 > 0:27:02then we now have even more ways to get in touch.
0:27:02 > 0:27:05You can join in the conversation on our Facebook page.
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0:27:49 > 0:27:51Well, we're almost out of time for today,
0:27:51 > 0:27:54but let's hope we've been able to give you some useful information
0:27:54 > 0:27:57to help make the whole airport experience less stressful.
0:27:57 > 0:28:00It's certainly opened my eyes to see what goes on behind the scenes.
0:28:00 > 0:28:04And I have to say that I was particularly pleased to see
0:28:04 > 0:28:06that initiative at Gatwick Airport in action,
0:28:06 > 0:28:09because supporting passengers who might particularly need
0:28:09 > 0:28:11a bit of help in getting through the airport
0:28:11 > 0:28:14and then onto the plane is really very important.
0:28:14 > 0:28:17So I'm sure that it really will make a huge difference
0:28:17 > 0:28:18to a lot of people.
0:28:18 > 0:28:22So it'll be great to see something similar being rolled out at other
0:28:22 > 0:28:26airports as well. Anything that reduces the stress at the start
0:28:26 > 0:28:29or the end of a holiday can only be a good thing,
0:28:29 > 0:28:32which is why I was very glad of the reminder of how to avoid having
0:28:32 > 0:28:35your toiletries confiscated at security.
0:28:35 > 0:28:38Can't be too many of us who haven't fallen foul of that one.
0:28:38 > 0:28:40Yeah, but I've always wondered
0:28:40 > 0:28:42exactly how dangerous my lipstick is, but who knows?
0:28:42 > 0:28:45Yours might be, actually. But that's where we have to leave it for this time.
0:28:45 > 0:28:48Thank you so much for your company, and we'll see you again very,
0:28:48 > 0:28:51very soon. So until then, from all of us, bye-bye. BOTH: Goodbye.
0:29:20 > 0:29:2330 vocal groups clashed in choral combat -