0:00:02 > 0:00:04We asked you who's left you feeling ripped off when it comes to
0:00:04 > 0:00:05your holidays,
0:00:05 > 0:00:09and you came back with a catalogue of travel disasters.
0:00:09 > 0:00:11We save hard all year,
0:00:11 > 0:00:14we look forward to a holiday with our family.
0:00:14 > 0:00:16We felt absolutely desperate.
0:00:16 > 0:00:18This was never a three-star hotel.
0:00:18 > 0:00:19I wouldn't give it two.
0:00:19 > 0:00:22So whether it's a deliberate rip-off, a simple mistake
0:00:22 > 0:00:26or a catch in the small print, we'll find out why you're
0:00:26 > 0:00:28out of pocket and what you can do about it.
0:00:29 > 0:00:31Your stories. Your money.
0:00:31 > 0:00:34This is Rip Off Britain.
0:00:36 > 0:00:39Hello and welcome to a special series of Rip Off Britain,
0:00:39 > 0:00:42where we're looking into some of your holiday and travel disasters,
0:00:42 > 0:00:45whether they've happened abroad, like here in Gran Canaria,
0:00:45 > 0:00:47or perhaps somewhere closer to home.
0:00:47 > 0:00:50And today, we're going to be getting to the bottom of those
0:00:50 > 0:00:53situations that you tell us are totally unfair,
0:00:53 > 0:00:56either because you haven't been treated in the way you
0:00:56 > 0:00:59believe you deserve or that you didn't get what you paid for.
0:00:59 > 0:01:02Now, that might be because you didn't get what you expected.
0:01:02 > 0:01:06Or in some cases, it's all down to the rules and indeed prices being
0:01:06 > 0:01:10a little inflexible, but either way, you'll see why the people who got
0:01:10 > 0:01:13in touch with us might think that they've had a bit of a raw deal.
0:01:13 > 0:01:15And as we find out if they're right,
0:01:15 > 0:01:19we'll have advice for you to get you through the same situation yourself.
0:01:21 > 0:01:23Coming up... Why hundreds of thousands of holiday-makers
0:01:23 > 0:01:25may end up paying double
0:01:25 > 0:01:28or even three times the typical cost of travel insurance,
0:01:28 > 0:01:32thanks to illnesses they say are firmly in the past.
0:01:32 > 0:01:34I've been cancer-free for four-and-a-half years.
0:01:34 > 0:01:37And it is another penalty that perhaps I might miss out
0:01:37 > 0:01:40on opportunities or travel without insurance.
0:01:40 > 0:01:43And how one of the biggest names in travel booked
0:01:43 > 0:01:47this family into a room completely unsuitable for their needs.
0:01:47 > 0:01:50I said, "He can't stay where he is, he's blind." I said,
0:01:50 > 0:01:53"The noise is going to keep him awake." I said, "He's epileptic,
0:01:53 > 0:01:55"he needs his sleep."
0:01:55 > 0:01:59And they just responded saying the hotel was fully booked.
0:02:03 > 0:02:06Now, when you book a flight or a holiday, you're always going
0:02:06 > 0:02:07to have every intention of taking it.
0:02:07 > 0:02:10After all, these aren't spur of the moment purchases
0:02:10 > 0:02:13that you can take back to the shop if you change your mind.
0:02:13 > 0:02:16But sometimes, you might get some totally unexpected news that
0:02:16 > 0:02:19gives you no choice but to cancel. And at times like those,
0:02:19 > 0:02:23you'd probably hope the airline or tour operator would show a little
0:02:23 > 0:02:26bit of sympathy and let you walk away with a refund.
0:02:26 > 0:02:29Unfortunately though, that's not always the case.
0:02:30 > 0:02:32Holidays with his wife, Lynn,
0:02:32 > 0:02:36and daughter, Lesley, are some of Steve Harper's fondest memories.
0:02:36 > 0:02:40All the best times were when the three of us were together,
0:02:40 > 0:02:45whether it was holidaying in Europe or the three times
0:02:45 > 0:02:47that I took them to Florida.
0:02:47 > 0:02:50They were all fantastic times,
0:02:50 > 0:02:51just being together.
0:02:53 > 0:02:57But in 2011, just as they'd started planning their next trip to Florida,
0:02:57 > 0:03:01Steve's 31-year-old daughter, Lesley, fell seriously ill.
0:03:01 > 0:03:06Lesley was diagnosed with stomach cancer
0:03:06 > 0:03:09on the 4th of July, 2011.
0:03:09 > 0:03:11We were absolutely gutted, didn't know what to do.
0:03:11 > 0:03:14It was a form of cancer that only normally affected
0:03:14 > 0:03:19people of my age - late 50s and early 60s - and always male.
0:03:19 > 0:03:20So...
0:03:22 > 0:03:25I think right from the start, Lynn and I both realised that...
0:03:27 > 0:03:29..she was fighting a losing battle.
0:03:29 > 0:03:35Very sadly, Lesley died just eight months later, in March, 2012.
0:03:35 > 0:03:38She was always more concerned about other people,
0:03:38 > 0:03:41about Lynn and I especially,
0:03:41 > 0:03:45about how we were going to cope once she'd gone.
0:03:45 > 0:03:47Never lost her sense of humour.
0:03:50 > 0:03:53And probably the bravest person I've ever known.
0:03:57 > 0:04:00The family had been forced to abandon the idea of a fourth
0:04:00 > 0:04:04holiday to Florida when Lynn's cancer had been diagnosed.
0:04:04 > 0:04:07But with the place now holding such special memories for them,
0:04:07 > 0:04:10a few months later, Steve and Lynn began making new plans to
0:04:10 > 0:04:15return there, this time with their two nieces.
0:04:15 > 0:04:19Lynn was excited about going away again,
0:04:19 > 0:04:22especially having the kids with us, you know,
0:04:22 > 0:04:24because it is...
0:04:24 > 0:04:28..one of those places where it's a real enjoyment to be with kids.
0:04:28 > 0:04:30Lynn went to her local Thomas Cook
0:04:30 > 0:04:33and booked four flights to Florida with Netflights,
0:04:33 > 0:04:36which at the time, was part of Thomas Cook.
0:04:36 > 0:04:40She paid a total of £2,405.
0:04:41 > 0:04:45She paid for it partly with a debit card, partly with her credit card.
0:04:45 > 0:04:48The flights were booked for us to go on holiday.
0:04:48 > 0:04:52But less than 12 months after losing their daughter to cancer,
0:04:52 > 0:04:55Steve suffered a second devastating blow.
0:04:55 > 0:04:57Tragically, Lynn died suddenly
0:04:57 > 0:04:59after an epileptic fit.
0:04:59 > 0:05:02February the 10th,
0:05:02 > 0:05:05Lynn passed away.
0:05:05 > 0:05:07Nobody could have foreseen
0:05:07 > 0:05:10that Lynn was going to pass away suddenly like that.
0:05:12 > 0:05:15Going on holiday was the last thing on Steve's mind.
0:05:17 > 0:05:20About three weeks after...after Lynn had passed away,
0:05:20 > 0:05:24I decided to go to the travel agents to...to cancel it.
0:05:24 > 0:05:30I went in myself originally and was told no refund, so I went away,
0:05:30 > 0:05:34and about a fortnight later, I went back with my sister-in-law
0:05:34 > 0:05:37and that's when the travel agent
0:05:37 > 0:05:42refunded the £312.84.
0:05:43 > 0:05:45To his utter astonishment,
0:05:45 > 0:05:48Steve was told he could only be refunded the taxes on his flights.
0:05:50 > 0:05:52I was very, very angry, to be honest.
0:05:52 > 0:05:56Try as he might, Steve couldn't get the rest of his money back.
0:05:56 > 0:05:59He was told he wouldn't be refunded the remaining amount -
0:05:59 > 0:06:02over £2,000.
0:06:02 > 0:06:05So Steve turned to his travel insurance to see if he could reclaim
0:06:05 > 0:06:10his money that way, only to discover that Lynn hadn't yet upgraded their
0:06:10 > 0:06:15policy from European to worldwide - meaning that they weren't covered.
0:06:15 > 0:06:17I was banging my head against a brick wall,
0:06:17 > 0:06:20and I was just running out of places to turn,
0:06:20 > 0:06:22running out of ideas of what to do next.
0:06:24 > 0:06:26Steve then continued to see
0:06:26 > 0:06:29if he could get his money back through Thomas Cook.
0:06:29 > 0:06:32But other than a letter from Netflights asking to see
0:06:32 > 0:06:35a copy of Lynn's death certificate, he says he heard nothing more.
0:06:37 > 0:06:40They asked for a copy of the interim death certificate.
0:06:40 > 0:06:43They got that last year, last November.
0:06:43 > 0:06:46I would have thought somebody could have come up
0:06:46 > 0:06:48with a reason as to...
0:06:48 > 0:06:51a plausible or legal reason as to why they couldn't pay it
0:06:51 > 0:06:53or are unwilling to pay it.
0:06:54 > 0:06:56So, that's when Steve wrote to us.
0:06:56 > 0:06:58And when we started looking into it,
0:06:58 > 0:07:00we couldn't find any reason
0:07:00 > 0:07:03why he hadn't been able to get a refund either.
0:07:03 > 0:07:05We had to scrimp and scrape to put that money together
0:07:05 > 0:07:07for us to go away.
0:07:07 > 0:07:09Erm...
0:07:09 > 0:07:12And that's gone, can't get that back.
0:07:12 > 0:07:15When we contacted Thomas Cook about this case,
0:07:15 > 0:07:18the company reiterated that it was only "the vendor"
0:07:18 > 0:07:20while "Netflights handled the booking".
0:07:20 > 0:07:23So we spoke to Netflights, which by now had been sold to
0:07:23 > 0:07:25a different company.
0:07:25 > 0:07:28Netflights told us it's "extremely disappointed" that Steve
0:07:28 > 0:07:33"had to battle so hard to get what he was entitled to - a full refund."
0:07:33 > 0:07:35It explained that Steve's original enquiry went
0:07:35 > 0:07:39to its reservations department rather than customer services,
0:07:39 > 0:07:43meaning the airline's cancellation policy wasn't checked properly.
0:07:43 > 0:07:46Staff have now had training to prevent this happening again.
0:07:46 > 0:07:49But the company says even when it was identified that
0:07:49 > 0:07:53"a full refund was due", there was "a delay in this being processed."
0:07:53 > 0:07:57It "apologises unreservedly" for its "system failures"
0:07:57 > 0:08:02and has offered Steve "£2,500 as cash compensation",
0:08:02 > 0:08:03as well as donating
0:08:03 > 0:08:07the same amount to the hospice where his daughter, Lesley, was cared for.
0:08:07 > 0:08:12So after months of trying, Steve finally got his refund.
0:08:12 > 0:08:16And in May, 2014, he did at last return to Florida,
0:08:16 > 0:08:20taking with him his sister-in-law, his niece and great niece.
0:08:20 > 0:08:24I felt this year that it was time for me to get away,
0:08:24 > 0:08:27and all three of them jumped at the chance to go.
0:08:28 > 0:08:31All three of them had a ball.
0:08:31 > 0:08:32Well, all of four of us did, really.
0:08:32 > 0:08:34We just had a great time.
0:08:40 > 0:08:43Now, here's a thought - should you have to pay more
0:08:43 > 0:08:46for your travel insurance just because in the last 12 months
0:08:46 > 0:08:48you've had, say, your appendix out?
0:08:48 > 0:08:51Or what about if you've had cancer but are currently in remission?
0:08:51 > 0:08:53Should that mean you pay more, too?
0:08:53 > 0:08:56Well, very often the insurance industry says yes.
0:08:56 > 0:08:59So even if, as far as you're concerned, whatever illness
0:08:59 > 0:09:00you've had is in the past
0:09:00 > 0:09:03and at the moment you don't have any signs of being unwell at all,
0:09:03 > 0:09:07chances are you'll end up paying more for your policy.
0:09:07 > 0:09:09And we've heard from quite a few of you who are not
0:09:09 > 0:09:11happy about that at all.
0:09:13 > 0:09:17For most of us, getting travel insurance is now easier than ever,
0:09:17 > 0:09:19with comparison websites allowing us
0:09:19 > 0:09:23to research dozens of insurers in just a few seconds.
0:09:23 > 0:09:25But that's not the case for everyone.
0:09:25 > 0:09:29We often hear from people who tell us they've either been unable to buy
0:09:29 > 0:09:33travel insurance at all or they've seen their premiums skyrocket.
0:09:33 > 0:09:37All because they're recovering from a serious illness -
0:09:37 > 0:09:39in many cases, cancer.
0:09:39 > 0:09:44Back in 2009, Anna Wallace was diagnosed with a rare
0:09:44 > 0:09:46form of breast cancer called phyllodes.
0:09:46 > 0:09:50I was quite a healthy person, rarely have a day off sick.
0:09:50 > 0:09:53So then, suddenly, to be sort of hit with something that isn't
0:09:53 > 0:09:58just a common cold, yeah, it hit me hard, really hard.
0:10:01 > 0:10:04After operations to remove the tumours in 2009,
0:10:04 > 0:10:08Anna felt she needed a break, and in 2010, decided to go to Nice,
0:10:08 > 0:10:11in the South of France, for a long weekend.
0:10:11 > 0:10:14But when she tried to arrange her travel insurance,
0:10:14 > 0:10:17she was astonished by the cost.
0:10:17 > 0:10:21I tried on three or four different sites. I then phoned a few people.
0:10:21 > 0:10:25If they would insure me, it was at a vast amount. And I think it was
0:10:25 > 0:10:29roughly about £2,000 for a premium for four days travel insurance.
0:10:29 > 0:10:34What that meant was I went without insurance. I was still going to go.
0:10:34 > 0:10:37Two million people in the UK have had a cancer diagnosis.
0:10:37 > 0:10:41But Anna doesn't see why, if their illness is in remission, as hers is,
0:10:41 > 0:10:45that should mean their travel insurance should cost them any more.
0:10:45 > 0:10:48Five years down the line, I have regular checks with the hospital
0:10:48 > 0:10:53and I'm on what they call active monitoring or watch and wait.
0:10:53 > 0:10:55Apart from that, I'm all good.
0:10:56 > 0:10:59And yet, research by Macmillan Cancer Support found
0:10:59 > 0:11:02that two-in-five people affected by cancer are quoted higher
0:11:02 > 0:11:07premiums and some are refused travel insurance altogether.
0:11:07 > 0:11:10So we asked Anna to conduct a little experiment for us...
0:11:11 > 0:11:14OK, I'm just going to look on a comparison website
0:11:14 > 0:11:18for...that offers travel insurance for people with pre-existing
0:11:18 > 0:11:22medical conditions and see what it comes up with.
0:11:22 > 0:11:26We asked her to compare the cost of premiums on the four leading
0:11:26 > 0:11:29price-comparison sites for identical trips to Spain
0:11:29 > 0:11:33and America for a traveller with and without cancer.
0:11:33 > 0:11:37"Are you currently having any treatment or is any planned?" No.
0:11:37 > 0:11:41She found that despite having no signs of cancer for the last
0:11:41 > 0:11:44five years, the cheapest cover she'd be able to get going to
0:11:44 > 0:11:48Spain would be, on average, twice as much as it would have cost
0:11:48 > 0:11:50if she'd never been ill.
0:11:50 > 0:11:54While for a trip to the USA, her insurance policy would be
0:11:54 > 0:11:57an average of three times the price.
0:11:57 > 0:12:01I don't think that's fair and it is another penalty that perhaps
0:12:01 > 0:12:04I might miss out on opportunities or travel without insurance.
0:12:04 > 0:12:08As far as I'm concerned and the medical world is concerned,
0:12:08 > 0:12:10I've been cancer free for four-and-a-half years.
0:12:10 > 0:12:15The price comparison sites we tested pointed out it's the insurers
0:12:15 > 0:12:17who set the premiums, not them,
0:12:17 > 0:12:20but stressed that not all insurers are able to cover people with
0:12:20 > 0:12:24pre-existing medical conditions. So while in these situations cover
0:12:24 > 0:12:28can be expensive, it's important to have it in place when travelling
0:12:28 > 0:12:32abroad, as specialist health care costs can be very expensive.
0:12:32 > 0:12:35And MoneySupermarket.com told us it will be launching
0:12:35 > 0:12:39a dedicated site for pre-existing cancer patients in the New Year.
0:12:43 > 0:12:47But Anna feels that on comparison sites, she'll always be quoted
0:12:47 > 0:12:49a higher price for her travel insurance.
0:12:49 > 0:12:52So we've brought her to London to meet Graeme Trudgill,
0:12:52 > 0:12:56from the British Insurance Brokers Association, to see how she,
0:12:56 > 0:13:00and anyone else in the same boat, can bring the cost of cover down.
0:13:00 > 0:13:03On the comparison websites, I had a look at some of those
0:13:03 > 0:13:06for travel insurance, they don't go into so much detail,
0:13:06 > 0:13:09certainly there's very little differentiation,
0:13:09 > 0:13:12it appears, between one cancer type and another.
0:13:12 > 0:13:15Now, there's over 200 different types of cancer.
0:13:15 > 0:13:17And this is where we have a find-a-broker service
0:13:17 > 0:13:21so we can help you find that right broker who has the understanding.
0:13:21 > 0:13:24And then it will be much better to do that than just go out to
0:13:24 > 0:13:28a comparison site, which probably aren't the right solution for you.
0:13:28 > 0:13:30Where can we find out that information
0:13:30 > 0:13:32and why isn't it better publicised?
0:13:32 > 0:13:34We want to make it easier. There is already an agreement
0:13:34 > 0:13:36in place between the insurance industry
0:13:36 > 0:13:39and the government for older people who've had difficulty finding
0:13:39 > 0:13:42travel insurance so that people with medical conditions,
0:13:42 > 0:13:45no matter what they are, can be signposted, so a declining insurer
0:13:45 > 0:13:47who says, "Sorry, I can't insure you
0:13:47 > 0:13:50"because we don't have the expertise in that condition,"
0:13:50 > 0:13:53would actually then pass that risk to our association.
0:13:53 > 0:13:55We're talking to government now, we want to extend the agreement,
0:13:55 > 0:13:58we're talking to the insurers and we're very, very hopeful.
0:13:58 > 0:14:02But when we checked with the Association of British Insurers,
0:14:02 > 0:14:04they said they had no plans to introduce
0:14:04 > 0:14:06a compulsory signposting system
0:14:06 > 0:14:08because there was "not sufficient evidence"
0:14:08 > 0:14:11that suitable policies were unavailable or unaffordable.
0:14:11 > 0:14:14And they say they plan to work with other organisations to
0:14:14 > 0:14:18"improve public awareness" of the available options.
0:14:18 > 0:14:21But for Anna, the idea that companies could one day be
0:14:21 > 0:14:24obliged to flag up that there are cheaper alternatives is
0:14:24 > 0:14:25something to aim for.
0:14:25 > 0:14:28Until then, she's picked up some advice to help anyone else
0:14:28 > 0:14:31struggling to get insured for their holiday.
0:14:33 > 0:14:36I would say, phone up and speak to the specialist insurers,
0:14:36 > 0:14:39disclose everything you have, perhaps get a letter
0:14:39 > 0:14:42from your doctor or oncologist to say that you're fit to travel.
0:14:44 > 0:14:47One of the companies specialising in insuring people with cancer
0:14:47 > 0:14:51is run by Fiona McRae, who set up the business after
0:14:51 > 0:14:55experiencing the same sort of insurance problems as Anna.
0:14:55 > 0:14:57After I'd had my chemotherapy,
0:14:57 > 0:14:59I was trying to get travel insurance,
0:14:59 > 0:15:04and I was an insurance broker, and I knew it was going to be difficult,
0:15:04 > 0:15:07but I didn't realise how difficult it would be. And...
0:15:07 > 0:15:09I just couldn't get any cover at all
0:15:09 > 0:15:12because the tumour hadn't actually been removed
0:15:12 > 0:15:14and I hadn't had all my treatment.
0:15:14 > 0:15:17And I just thought then, there's a far better way to do this.
0:15:17 > 0:15:21Fiona's company introduced more precise health screenings
0:15:21 > 0:15:24tailored to each cancer patient's condition.
0:15:24 > 0:15:27That means their risk can be assessed on an individual basis
0:15:27 > 0:15:31rather than assuming that everyone who's had a cancer diagnosis
0:15:31 > 0:15:33has exactly the same risk.
0:15:34 > 0:15:38We're only really interested in how well they're going to be
0:15:38 > 0:15:42from when they book their holiday, where we're on risk for cancellation
0:15:42 > 0:15:44to when they come back from their holiday,
0:15:44 > 0:15:46which can probably only be a six-month period,
0:15:46 > 0:15:48so that's what we're looking at.
0:15:48 > 0:15:51So the survival statistics don't really come into it.
0:15:51 > 0:15:57Hopefully, the message will soon get out there that this is the right way
0:15:57 > 0:16:01to screen when you have a medical condition - ask more questions,
0:16:01 > 0:16:03be more targeted -
0:16:03 > 0:16:06and that's how the consumer will get a better price.
0:16:07 > 0:16:11As for Anna, she's delighted that she's been able to find a way
0:16:11 > 0:16:13to get cheaper travel insurance
0:16:13 > 0:16:17and is now looking forward to her next break in Washington DC.
0:16:17 > 0:16:22It's difficult to put a value on going away or having a break
0:16:22 > 0:16:24after a cancer diagnosis.
0:16:24 > 0:16:28I think insurance policies stop people from taking those trips,
0:16:28 > 0:16:32stop people from doing something that makes them feel normal again.
0:16:40 > 0:16:42Still to come on Rip Off Britain...
0:16:42 > 0:16:44Two journeys home from the airport -
0:16:44 > 0:16:47booked and paid for with the same taxi company -
0:16:47 > 0:16:50but none of these holiday-makers was ever picked up.
0:16:50 > 0:16:53So why haven't they had their money back?
0:16:53 > 0:16:56I just got a reply back to say, "Oh, glad you're home safe,
0:16:56 > 0:16:58"we were worried about you."
0:16:58 > 0:17:01If they were that worried about me, why didn't they try calling me?
0:17:04 > 0:17:07Rip off Britain is on the road again, and this year,
0:17:07 > 0:17:10we've come to the Merry Hill Shopping Centre in the West Midlands
0:17:10 > 0:17:14for our Pop-Up Shop, which this time is even bigger and better than ever!
0:17:16 > 0:17:19We had plenty of people coming in with very similar
0:17:19 > 0:17:22problems to the ones we heard about earlier in the programme -
0:17:22 > 0:17:25they've had some sort of illness or medical condition that's sent
0:17:25 > 0:17:28the cost of their travel insurance sky-high.
0:17:28 > 0:17:31Hi Sandra, I'm Julia.
0:17:31 > 0:17:34After finding that none of the major insurance firms will cover her,
0:17:34 > 0:17:38Sandra Vaughan has come to see our travel journalist, Alison Rice,
0:17:38 > 0:17:39to sound off.
0:17:39 > 0:17:43I'm finding it really difficult now because I've got
0:17:43 > 0:17:46chronic kidney disease, known as CKD,
0:17:46 > 0:17:48but I'm not at renal failure -
0:17:48 > 0:17:52and may never be at renal failure - which is obviously dialysis.
0:17:52 > 0:17:55But now I'm finding that insurance companies don't want to insure me.
0:17:55 > 0:17:59So, I'm having to look now at specialist travel insurance,
0:17:59 > 0:18:00and I feel that's really unfair.
0:18:00 > 0:18:03You know, if you look at me, you wouldn't think
0:18:03 > 0:18:05I was that person that needed,
0:18:05 > 0:18:07you know, specialist insurance.
0:18:07 > 0:18:12But your medical notes possibly say otherwise.
0:18:12 > 0:18:15The cost of medical health in lots of countries is
0:18:15 > 0:18:17so expensive - especially specialists -
0:18:17 > 0:18:23and they, understandably, don't want to take the risk
0:18:23 > 0:18:25of you perhaps falling ill.
0:18:25 > 0:18:29I think your best bet is to go to an insurance broker
0:18:29 > 0:18:32and see if you can find a policy that will cover you for
0:18:32 > 0:18:36everything except the complications of your renal problems.
0:18:36 > 0:18:38How do you feel about trying to find a policy like that?
0:18:38 > 0:18:43I don't think I'd want to take the risk because I think that
0:18:43 > 0:18:45there are a lot of people who travel without proper insurance.
0:18:45 > 0:18:50- Far too many.- I know people myself, and it's potentially so dangerous
0:18:50 > 0:18:53because we don't know what's going to happen.
0:18:53 > 0:18:56Graham and Janette Pugh are having the same sort of problem.
0:18:56 > 0:18:59They were shocked at the price of Graham's travel
0:18:59 > 0:19:01insurance on a trip to Tenerife.
0:19:01 > 0:19:05He's used to paying a hefty premium because of a pre-existing condition.
0:19:05 > 0:19:09But they couldn't believe how much his newly diagnosed sciatica
0:19:09 > 0:19:10ended up costing them.
0:19:10 > 0:19:15- We were charged £326...- For you?
0:19:15 > 0:19:17Just for Graham.
0:19:17 > 0:19:19- For ten days in Tenerife.- Yes.
0:19:19 > 0:19:24For a pre-existing problem. And then just for sciatica,
0:19:24 > 0:19:30we were then charged another premium of £397.
0:19:30 > 0:19:33Was your insurance cost more than the cost of the holiday?
0:19:33 > 0:19:35- Most definitely, yes.- Yes.
0:19:35 > 0:19:38And because it happened just before you went away...
0:19:38 > 0:19:42You hadn't got a choice. We hadn't got time to shop around,
0:19:42 > 0:19:43- if that's the right...- Yeah.
0:19:43 > 0:19:46In the end, the conversation was take it or leave it.
0:19:46 > 0:19:49Everybody else I talked to about the case
0:19:49 > 0:19:52have all said, "What, how much?!"
0:19:52 > 0:19:56I mean, it is true that a lot of medical conditions
0:19:56 > 0:19:59insurance companies don't want to cover because they know
0:19:59 > 0:20:04the expense of covering you
0:20:04 > 0:20:07if that condition gets worse when you're on holiday.
0:20:07 > 0:20:10Because what a lot of people do is think,
0:20:10 > 0:20:12"I'll take a chance, nothing will happen,"
0:20:12 > 0:20:16buy an ordinary policy, they get ill connected with a
0:20:16 > 0:20:18pre-existing condition,
0:20:18 > 0:20:21and the whole of their policy is then null and void
0:20:21 > 0:20:24because they didn't declare the pre-existing condition.
0:20:24 > 0:20:26First of all, have you complained to the insurance company?
0:20:26 > 0:20:30- Yes, we have.- If you don't get some financial redress, I'd go
0:20:30 > 0:20:32straight to the financial ombudsman.
0:20:32 > 0:20:37And as always with complaints, don't get emotional, just the facts
0:20:37 > 0:20:39and what you expect in return.
0:20:39 > 0:20:41Good luck, and I'm glad you had a lovely holiday.
0:20:41 > 0:20:43- Thank you very much. - Thank you very much.
0:20:43 > 0:20:47Graham's case is now with the Financial Ombudsman Service.
0:20:47 > 0:20:50But as we heard earlier, if you go the extra mile
0:20:50 > 0:20:53and seek out a specialist insurer, it is possible to find
0:20:53 > 0:20:57affordable cover even with a pre-existing medical condition.
0:20:57 > 0:21:00So don't just pay the higher price that you may at first be given
0:21:00 > 0:21:03by using more familiar companies.
0:21:07 > 0:21:09Just about every day we get correspondence from you
0:21:09 > 0:21:13telling us about cases where you haven't got what you think
0:21:13 > 0:21:14you've paid for.
0:21:14 > 0:21:16But I have to say, it's not often that we hear about a case
0:21:16 > 0:21:21where the gap between what people thought they were buying
0:21:21 > 0:21:26and what they actually got was quite as big as it turned out to be
0:21:26 > 0:21:29where the people that we're about to meet were concerned.
0:21:29 > 0:21:32As you'll hear, not only do they say that it totally
0:21:32 > 0:21:36ruined their holiday, it wasn't even suitable for their needs.
0:21:37 > 0:21:41Many of us don't think twice about jetting off to summer
0:21:41 > 0:21:44climes for our holidays, but for families with additional
0:21:44 > 0:21:48needs, it's an altogether much bigger deal.
0:21:48 > 0:21:52Carol and Steven Roger's son, Kyle, is profoundly disabled,
0:21:52 > 0:21:55which means that a break away from the stress of everyday life
0:21:55 > 0:21:59can be a particularly welcome relief for the family.
0:21:59 > 0:22:00We go on holiday basically
0:22:00 > 0:22:04because we feel as though we live a very stressful life
0:22:04 > 0:22:10and it's just a time where we get away from hospitals, appointments.
0:22:10 > 0:22:15We forget our problems at home, with Kyle's problems, and...
0:22:15 > 0:22:18and that's what we try and do for a week.
0:22:18 > 0:22:22Because of Kyle's disabilities, when the family started planning
0:22:22 > 0:22:26a holiday for last summer, Carol was meticulous in ensuring
0:22:26 > 0:22:30that she found the right accommodation to suit his needs.
0:22:30 > 0:22:34We look for a resort that offers quite a lot to do, so we don't
0:22:34 > 0:22:38have to get transport, transport's a big issue with a wheelchair.
0:22:38 > 0:22:42A flat resort so there's not many steps or hills, or obstacles.
0:22:42 > 0:22:47We look for a hotel that offers facilities for disabled -
0:22:47 > 0:22:49toilets and ramps.
0:22:49 > 0:22:53Carol found a trip with Low Cost Holidays to Gran Canaria
0:22:53 > 0:22:57and was confident that it had everything she was looking for.
0:22:57 > 0:23:01It was probably one of the best hotels, I thought,
0:23:01 > 0:23:05I could have booked, cos it had so much facilities for disabled people.
0:23:05 > 0:23:08It was showing us pictures of the hoist into the swimming pool.
0:23:08 > 0:23:11It was showing us ramps. It was in a good area -
0:23:11 > 0:23:15it was in an area that was flat. It ticked all the boxes for us, really.
0:23:15 > 0:23:20Carol paid nearly £4,000 for nine nights, all-inclusive,
0:23:20 > 0:23:22in two of the hotel's apartments.
0:23:22 > 0:23:25She specifically requested one of the adapted rooms
0:23:25 > 0:23:27so it would suitable for Kyle.
0:23:27 > 0:23:30Carol also made clear that this room needed to be
0:23:30 > 0:23:33away from the entertainment area, as any noise can disturb Kyle
0:23:33 > 0:23:38and a lack of sleep means he is more prone to having an epileptic fit.
0:23:38 > 0:23:40But when they arrived at the hotel,
0:23:40 > 0:23:43there was an immediate problem with the booking.
0:23:43 > 0:23:47On arrival, the hotel staff said, "You're on the third floor,"
0:23:47 > 0:23:49which was right over the bar.
0:23:49 > 0:23:52I said, "He can't stay where he is." I said, "He's blind."
0:23:52 > 0:23:54I said, "The noise is going to keep him awake."
0:23:54 > 0:23:58I said, "He's epileptic, he needs his sleep."
0:23:58 > 0:24:02And they just responded saying the hotel was fully booked.
0:24:02 > 0:24:05Carol pointed out that she'd gone through all the family's
0:24:05 > 0:24:08requirements with Low Cost Holidays when she booked.
0:24:08 > 0:24:12But the hotel insisted that they had no record of any of that.
0:24:12 > 0:24:15So with no other rooms available, the family were forced to spend
0:24:15 > 0:24:18the night directly above the noisy bar area,
0:24:18 > 0:24:21with music blaring until late into the night.
0:24:21 > 0:24:24But that noise wasn't the only problem
0:24:24 > 0:24:25with their accommodation,
0:24:25 > 0:24:28as the room they were given wasn't
0:24:28 > 0:24:31the adapted one that Carol thought she had paid for.
0:24:31 > 0:24:36We could just about squeeze the wheelchair through the main door.
0:24:36 > 0:24:37We couldn't turn the wheelchair.
0:24:37 > 0:24:41The bathroom door, I think, was two-foot wide, if that.
0:24:41 > 0:24:45Obviously, I couldn't wheel him through the doors, into the shower,
0:24:45 > 0:24:47so we had to physically walk in...
0:24:47 > 0:24:50- Practically carrying him, wasn't it? - Yeah. So...
0:24:50 > 0:24:52It made it all too difficult.
0:24:54 > 0:24:57The next morning, Carol tried again to raise these issues with
0:24:57 > 0:25:01the hotel, but they were adamant that Low Cost Holidays had NOT
0:25:01 > 0:25:04made them aware of Kyle's additional needs.
0:25:04 > 0:25:08Carol spent the next four days trying to get the hotel reception
0:25:08 > 0:25:10to resolve the situation.
0:25:11 > 0:25:13But when it became clear that wasn't going to happen,
0:25:13 > 0:25:17she called the Low Cost head office to find out why the family had not
0:25:17 > 0:25:19got what they thought they'd booked and paid for
0:25:19 > 0:25:21and to see how they could help.
0:25:22 > 0:25:25I phoned Low Cost from the hotel.
0:25:25 > 0:25:28She said somebody would get back to me within the next two days.
0:25:28 > 0:25:31"If we can't sort something out, we will move your hotels."
0:25:31 > 0:25:34Would you like a cup of tea, Kyle?
0:25:34 > 0:25:37But when no-one from the company came back to them,
0:25:37 > 0:25:40the family resigned themselves to the fact that, at this stage
0:25:40 > 0:25:42of the holiday, they wouldn't be moving anywhere.
0:25:42 > 0:25:43Thank you.
0:25:43 > 0:25:46And they certainly wouldn't be staying in the specially adapted
0:25:46 > 0:25:48room they thought they'd booked.
0:25:48 > 0:25:53It just magnified the disabilities we live with every day.
0:25:53 > 0:25:54Come on then!
0:25:54 > 0:25:57'When you're put in a situation where you've got to live in an
0:25:57 > 0:25:58'environment that is'
0:25:58 > 0:26:02definitely not suitable, it was really hard work.
0:26:02 > 0:26:07And as a final straw, Kyle had a severe epileptic fit
0:26:07 > 0:26:09on the plane that flew the family home.
0:26:09 > 0:26:13Carol believes the stress of the holiday may have contributed
0:26:13 > 0:26:14to this.
0:26:14 > 0:26:16Unfortunately, the flight was delayed
0:26:16 > 0:26:19by five or six hours, I think it was.
0:26:19 > 0:26:20Um...
0:26:20 > 0:26:22Two hours into the flight...
0:26:23 > 0:26:26..Kyle had quite a big seizure on the plane.
0:26:26 > 0:26:30I think the lack of sleep because of the bar,
0:26:30 > 0:26:32and because of our room being over the bar,
0:26:32 > 0:26:34just complete exhaustion got the better of him, really.
0:26:34 > 0:26:37So, from start to finish, I think it turned to be
0:26:37 > 0:26:39a bit of a nightmare holiday.
0:26:39 > 0:26:44Back home, and still furious at how the holiday had turned out,
0:26:44 > 0:26:48Carol once again contacted Low Cost Holidays seeking an explanation.
0:26:48 > 0:26:52The company wrote to her confirming that before the holiday,
0:26:52 > 0:26:55Carol had indeed requested an adapted room for Kyle.
0:26:55 > 0:26:59But, it said, its own internal booking system had broken down
0:26:59 > 0:27:03and a "computer systems glitch" had stopped her details
0:27:03 > 0:27:05being passed on to the hotel.
0:27:05 > 0:27:10By way of apology, it offered Carol's family £75 off their next
0:27:10 > 0:27:12Low Cost holiday.
0:27:12 > 0:27:14After all they had been through,
0:27:14 > 0:27:17Carol thought that was not acceptable.
0:27:17 > 0:27:21I feel that we were fobbed off with a £75 voucher,
0:27:21 > 0:27:25having written to them explaining just how difficult the holiday was.
0:27:25 > 0:27:29Would I book with Low Cost again? No, probably not.
0:27:29 > 0:27:31I've just lost trust.
0:27:31 > 0:27:34Once Low Cost had our money, we were just forgotten about.
0:27:34 > 0:27:36Absolutely forgotten about.
0:27:36 > 0:27:39But when we contacted Low Cost Holidays,
0:27:39 > 0:27:41there was more positive news.
0:27:41 > 0:27:44The company told us it was "disappointed"
0:27:44 > 0:27:46to hear about the problems the family faced -
0:27:46 > 0:27:50and understands this must have been a "difficult" situation.
0:27:50 > 0:27:54It explained that the company used a third-party supplier to book
0:27:54 > 0:27:58the accommodation, but the booking was not passed through to the hotel.
0:27:58 > 0:28:01So now, instead of simply relying on an automated system,
0:28:01 > 0:28:04"agents are now calling all suppliers"
0:28:04 > 0:28:06to confirm special requests.
0:28:06 > 0:28:10Better still, to "conclude this unfortunate matter",
0:28:10 > 0:28:13the family has accepted not just the company's apology,
0:28:13 > 0:28:16but £800 cash compensation.
0:28:16 > 0:28:20The hotel the Rogers stayed at has also said it is "sorry"
0:28:20 > 0:28:22for what happened.
0:28:22 > 0:28:25But this isn't the first time we've heard from viewers
0:28:25 > 0:28:27who were unhappy about the poor treatment they received
0:28:27 > 0:28:30after booking a holiday for a disabled traveller.
0:28:30 > 0:28:34Last year, Michael Cooper and his wife, Lynn, told us
0:28:34 > 0:28:38about problems they encountered with their holiday booking in Tenerife.
0:28:38 > 0:28:40Are you collecting the vouchers?
0:28:40 > 0:28:43After a bad start with a wheelchair unfriendly
0:28:43 > 0:28:46vehicle for their airport transfer, they discovered a hotel room
0:28:46 > 0:28:49that was anything but accessible.
0:28:49 > 0:28:52The room was not big enough for me
0:28:52 > 0:28:56to get in and close the door behind me.
0:28:56 > 0:29:00And the door blocked the access to the toilet.
0:29:01 > 0:29:03There was also a bar across...in front of the toilet,
0:29:03 > 0:29:06which meant that I couldn't get my chair into the right position.
0:29:06 > 0:29:10It was awful, and I think they should have done more to help us.
0:29:10 > 0:29:15Nikki Fox, the BBC News disability correspondent, says problems
0:29:15 > 0:29:19with holidaying are all too common for people with additional needs.
0:29:21 > 0:29:24I think, unfortunately, the travel industry has got a fair way
0:29:24 > 0:29:26to go when it comes to disabled holiday-makers.
0:29:26 > 0:29:30Something is going wrong and it's not ideal, cos when you go away,
0:29:30 > 0:29:32you kind of want to be as independent as possible.
0:29:32 > 0:29:35And after the problems that Carol endured with her son,
0:29:35 > 0:29:39Kyle, in Gran Canaria, she would agree that there has to be
0:29:39 > 0:29:44a greater understanding of the needs of disabled holiday-makers.
0:29:44 > 0:29:45'I don't think it was fair.
0:29:45 > 0:29:47'I don't think it was fair at all.'
0:29:47 > 0:29:49- No.- It's the little things.
0:29:49 > 0:29:52It's just being able to take his wheelchair into a room.
0:29:52 > 0:29:56'It's being able to get into the shower...and we got none of that.'
0:29:56 > 0:29:58We'd have been better staying at home.
0:30:05 > 0:30:10Our travel expert Simon Calder has flown, sailed, driven
0:30:10 > 0:30:14and indeed cycled to thousands of destinations all over the world.
0:30:14 > 0:30:17So we asked him to let us in on some of his top secrets.
0:30:17 > 0:30:19This time - Portugal.
0:30:23 > 0:30:27I reckon, among European holiday destinations,
0:30:27 > 0:30:29Portugal is the best-value country,
0:30:29 > 0:30:33and there are ways of making it even more affordable.
0:30:33 > 0:30:37For example, if you're flying in on the national airline TAP to
0:30:37 > 0:30:42Lisbon, Porto or Madeira, then you get a free ride into town -
0:30:42 > 0:30:45just show your boarding pass to the airport bus driver.
0:30:47 > 0:30:51Exploring the capital of Portugal - Lisbon - is relatively easy,
0:30:51 > 0:30:54as it's got a top-notch public transport system.
0:30:56 > 0:31:00Tram 28 is a great way to see the city.
0:31:00 > 0:31:04It's an old school, hop-on, hop-off service that carves
0:31:04 > 0:31:07an alluring course through the capital.
0:31:07 > 0:31:13But be warned, it's also Portugal's leading location for pickpockets.
0:31:13 > 0:31:18The Foreign Office even issues a specific warning about Tram 28.
0:31:21 > 0:31:25You could try the cheap and efficient underground railway -
0:31:25 > 0:31:29the metro - and the extensive bus network.
0:31:29 > 0:31:31Or, if you don't mind a few hills,
0:31:31 > 0:31:36then cycling around Lisbon is so much easier than it used to be,
0:31:36 > 0:31:39and it's a great way to soak up the atmosphere.
0:31:44 > 0:31:47And it's not just getting around Lisbon where you can save money.
0:31:47 > 0:31:51Simon also knows how to avoid those pricey entrance fees.
0:31:53 > 0:31:57My favourite day for visiting the marvellous Gulbenkian Museum -
0:31:57 > 0:31:59Sunday, cos it's free!
0:32:02 > 0:32:05But if you're heading for the coast rather than the city,
0:32:05 > 0:32:08it's much more likely you'll be travelling by car.
0:32:10 > 0:32:13Watch out for unofficial parking attendants -
0:32:13 > 0:32:15this is a scam.
0:32:15 > 0:32:17It's mostly common on the Algarve.
0:32:17 > 0:32:20You're directed into a particular spot
0:32:20 > 0:32:22and then told you have to pay for it.
0:32:22 > 0:32:23You don't!
0:32:23 > 0:32:26But the people can get quite menacing, quite intimidating,
0:32:26 > 0:32:30so if you're not comfortable, find somewhere else to park.
0:32:30 > 0:32:32Fortunately, there's plenty of room.
0:32:38 > 0:32:42Now, I don't know about you, but the journey home at the end
0:32:42 > 0:32:45of a trip away is one that I personally never look forward to.
0:32:45 > 0:32:48Not only does it mean the holiday is well and truly over,
0:32:48 > 0:32:50but everything always seems to take so much longer
0:32:50 > 0:32:53than it did on the way out. So, to make things as easy as possible,
0:32:53 > 0:32:56you might want to find a way to cut through the whole tiresome
0:32:56 > 0:33:00business of getting your bags out of the airport and back home,
0:33:00 > 0:33:03which is exactly what the people in our next film did.
0:33:03 > 0:33:06By booking what's known as a meet-and-greet transfer service
0:33:06 > 0:33:09from a company that promised friendly staff, unrivalled
0:33:09 > 0:33:13knowledge and best of all, 24-hour support from the driver.
0:33:13 > 0:33:15Now, it's a very impressive sounding package,
0:33:15 > 0:33:19so difficult to understand why none of that is exactly what they got.
0:33:22 > 0:33:25Two separate journeys with one thing in common -
0:33:25 > 0:33:28the same taxi firm left both pick-ups stranded.
0:33:30 > 0:33:34John and Lesley Eve from Bournemouth always enjoy getting away on holiday
0:33:34 > 0:33:38with their family and Cyprus is one of their favourite destinations.
0:33:38 > 0:33:41We love going on holiday because I love the sun.
0:33:41 > 0:33:44And we love going to Cyprus because we used to live there.
0:33:44 > 0:33:48While Pauline Blake from Poole also has a favourite hotspot
0:33:48 > 0:33:50that she likes to escape to.
0:33:50 > 0:33:53I try and get out to Barbados at least once a year,
0:33:53 > 0:33:56sometimes twice if time and finances permit.
0:33:58 > 0:34:00The journey from their homes on the south coast to Gatwick
0:34:00 > 0:34:04and Heathrow airports is one they are all more than familiar with.
0:34:04 > 0:34:11Sometimes we go by coach, sometimes we are lucky enough to park our car
0:34:11 > 0:34:13in our daughter's front garden
0:34:13 > 0:34:16because they live two miles from Heathrow.
0:34:16 > 0:34:17And, um,
0:34:17 > 0:34:21this time, we couldn't because we were all going on holiday together.
0:34:23 > 0:34:25So John and Lesley decided that instead
0:34:25 > 0:34:29they'd book a local cab to take them to and from Heathrow.
0:34:29 > 0:34:31Pauline too plumped for a cab,
0:34:31 > 0:34:35as her return flight was due to land in the early hours.
0:34:35 > 0:34:38When you come back after a night flight,
0:34:38 > 0:34:42it's sometimes a bit tedious hanging around, waiting for a coach,
0:34:42 > 0:34:47so on this occasion, I thought I'd treat myself to a taxi home.
0:34:48 > 0:34:52After searching online, both John and Lesley, and Pauline came
0:34:52 > 0:34:55across the local firm Advantage Cars,
0:34:55 > 0:34:58run by a man called Wayne Jones.
0:34:58 > 0:35:00Now, its website boasts "unrivalled knowledge"
0:35:00 > 0:35:03and of a "full meet-and-greet service."
0:35:04 > 0:35:08It also promises a "24-hour telephone support"
0:35:08 > 0:35:10and passengers will "receive the driver's name and number
0:35:10 > 0:35:12"before you travel."
0:35:12 > 0:35:15We thought, "Oh, this is a bona fide company,
0:35:15 > 0:35:18"we're going to be safe paying up front."
0:35:20 > 0:35:23Impressed with what they saw, they went ahead and booked,
0:35:23 > 0:35:26and the company seemed to live up to its promises.
0:35:26 > 0:35:30The journey out was absolutely first class.
0:35:30 > 0:35:35The cab was there five minutes before he was due,
0:35:35 > 0:35:37no hassle whatsoever.
0:35:37 > 0:35:40We were at Heathrow in ample time for our flight.
0:35:40 > 0:35:43Reassured that their return journey home was sorted,
0:35:43 > 0:35:46all that was left to do was to enjoy their holidays.
0:35:46 > 0:35:51It was the best holiday we've had. It was so relaxing because we were
0:35:51 > 0:35:55there with our grandchildren, we went out in the evenings together.
0:35:55 > 0:35:57It was the perfect holiday.
0:35:57 > 0:35:58I had a lovely holiday.
0:35:58 > 0:36:01I always have a lovely time in Barbados.
0:36:01 > 0:36:05There's lots of local activities and things going on.
0:36:07 > 0:36:09But the end of the holidays came all too soon
0:36:09 > 0:36:11and it was time to come home.
0:36:11 > 0:36:13John and Lesley's return flight
0:36:13 > 0:36:16was an hour late, so when their driver wasn't at the agreed
0:36:16 > 0:36:20meeting place, they weren't immediately too concerned.
0:36:20 > 0:36:24After all, Advantage Cars states on its website that flight times are
0:36:24 > 0:36:29checked in case of delays so pick up times can be adjusted accordingly.
0:36:29 > 0:36:32Arrived back at Heathrow, no cab.
0:36:33 > 0:36:36I was not amused, to say the least.
0:36:36 > 0:36:42We tried three or four times to ring a mobile number that we were given,
0:36:42 > 0:36:44nobody answered it.
0:36:45 > 0:36:49John and Lesley began to fear their taxi wasn't just late,
0:36:49 > 0:36:51it wasn't coming at all.
0:36:51 > 0:36:56We were the only people left, there was no sign of him anywhere.
0:36:56 > 0:36:58We were stranded, basically.
0:36:59 > 0:37:02With no other way of getting back in the middle of the night,
0:37:02 > 0:37:04John and Lesley felt they had no option
0:37:04 > 0:37:06but to wait in a Heathrow bus shelter
0:37:06 > 0:37:08for the first available coach.
0:37:08 > 0:37:13It was horrible - it was cold, it was draughty, they were iron seats,
0:37:13 > 0:37:15they're not comfortable.
0:37:15 > 0:37:19You can just imagine how I felt after
0:37:19 > 0:37:21a brilliant three weeks in the sun,
0:37:21 > 0:37:25coming home, freezing cold,
0:37:25 > 0:37:28and I was not amused.
0:37:28 > 0:37:30So a one-off mistake?
0:37:30 > 0:37:33Well, something very similar happened to Pauline
0:37:33 > 0:37:36on the early morning she landed at Gatwick.
0:37:36 > 0:37:39When I landed, the flight was a little bit early.
0:37:39 > 0:37:44And so I looked out for my name on a board and nobody came.
0:37:45 > 0:37:49After an hour, there was still no sign of her driver.
0:37:49 > 0:37:50Pauline called Advantage Cars -
0:37:50 > 0:37:54after all, they claimed to offer a 24-hour support,
0:37:54 > 0:37:58so surely someone would know what had happened to her cab.
0:37:58 > 0:38:02I tried calling the only number that I had,
0:38:02 > 0:38:03but that was an office number,
0:38:03 > 0:38:06which clearly wasn't a 24-hour number,
0:38:06 > 0:38:08so that just went straight through to an answer phone,
0:38:08 > 0:38:10and I left a message to say,
0:38:10 > 0:38:13you know, "I'm waiting at Gatwick Airport for my driver."
0:38:15 > 0:38:18Thinking it could have been a mistake on her part and the driver
0:38:18 > 0:38:20may have been waiting elsewhere,
0:38:20 > 0:38:22Pauline went to the airport information desk
0:38:22 > 0:38:26to put out a call to the driver, but I'm afraid nobody appeared.
0:38:26 > 0:38:30There was the coach leaving for Poole shortly, so I made the
0:38:30 > 0:38:35decision to go to the coach ticket office
0:38:35 > 0:38:38and get on the next coach.
0:38:40 > 0:38:43So, two separate sets of passengers,
0:38:43 > 0:38:45both expecting to be met by Advantage Cars,
0:38:45 > 0:38:49and both having to make alternative arrangements.
0:38:49 > 0:38:51When they did eventually get home,
0:38:51 > 0:38:53John and Lesley found an e-mail waiting for them
0:38:53 > 0:38:58from Wayne Jones at Advantage Cars with an apparent explanation.
0:38:58 > 0:39:02To me, he sounded a little bit sarcastic.
0:39:02 > 0:39:07On checking into it, he had sent the taxi to meet the wrong flight.
0:39:09 > 0:39:13It appeared that Advantage Cars had been waiting for flight 633
0:39:13 > 0:39:18from Athens, instead of flight 663 from Larnaca,
0:39:18 > 0:39:20which was the one that John and Lesley were on.
0:39:22 > 0:39:24Now, if he'd only monitored the right flight,
0:39:24 > 0:39:26he would've known it was an hour late.
0:39:28 > 0:39:31As for Pauline, despite e-mailing Advantage Cars as soon as
0:39:31 > 0:39:35she got home, she doesn't believe she's ever had a satisfactory
0:39:35 > 0:39:38explanation as to why the cab hadn't picked her up.
0:39:38 > 0:39:43I just got a reply back to say, "Oh, glad you're home safe,
0:39:43 > 0:39:45"we were worried about you." If they were that worried about me,
0:39:45 > 0:39:47why didn't they try calling me?
0:39:47 > 0:39:49They had my number, they could've called me and said,
0:39:49 > 0:39:50"We know you've come in early,
0:39:50 > 0:39:54"just wait there, we're on our way," but nobody did that.
0:39:55 > 0:39:57Both Lesley and John
0:39:57 > 0:39:59and Pauline asked for a refund for their journeys.
0:39:59 > 0:40:02But Wayne Jones refused.
0:40:02 > 0:40:06If he'd only held his hands up and said, "OK,
0:40:06 > 0:40:09"my mistake, here's your money back,"
0:40:09 > 0:40:11everything would have been forgotten.
0:40:11 > 0:40:14And it seems these aren't the only disgruntled customers
0:40:14 > 0:40:16of Advantage Cars.
0:40:16 > 0:40:19We spoke to Dorset Trading Standards, who told us that
0:40:19 > 0:40:22after receiving complaints, they've given advice to the company
0:40:22 > 0:40:25and are monitoring the situation.
0:40:25 > 0:40:28So what does the business owner Wayne Jones have to say
0:40:28 > 0:40:29about all of this?
0:40:29 > 0:40:33Well, he disputes much of what we've been told, claiming that John
0:40:33 > 0:40:34and Lesley didn't give him
0:40:34 > 0:40:36the full information about the flight they were on -
0:40:36 > 0:40:39although we've seen the e-mail trail that shows they did -
0:40:39 > 0:40:43and that his driver was at the airport for 90 minutes.
0:40:43 > 0:40:46He says communication with the couple has now broken down,
0:40:46 > 0:40:48so he is "unable to resolve this issue."
0:40:50 > 0:40:53As for Pauline, he says she was waiting in the wrong place
0:40:53 > 0:40:56and had her mobile phone turned off.
0:40:56 > 0:40:58Again, he insists that his driver was there.
0:40:58 > 0:41:01And he says each week the business completes
0:41:01 > 0:41:05"around 50 airport transfers without any problems."
0:41:05 > 0:41:09Even so, he went on to say that he is "not in the business of upsetting
0:41:09 > 0:41:14"people," so both of these cases have now "received a full refund".
0:41:14 > 0:41:16And, as a "goodwill gesture",
0:41:16 > 0:41:19they've been offered "a free transfer the next time."
0:41:22 > 0:41:25But while happy to have eventually got their money back,
0:41:25 > 0:41:28it doesn't seem they'll be rushing to take up that free trip.
0:41:28 > 0:41:32They clearly don't provide the service that they claim to
0:41:32 > 0:41:34do on their website.
0:41:34 > 0:41:37I don't like it to happening to me, but I am certain
0:41:37 > 0:41:41I don't want it to happen to anybody else, if I can do anything about it.
0:41:51 > 0:41:54Here at Rip Off Britain, we're always ready to investigate
0:41:54 > 0:41:57more of your stories, and not just about holidays.
0:41:57 > 0:42:01Confused over your bills or feel you're paying over the odds?
0:42:01 > 0:42:05I begrudge having to pay that kind of money out.
0:42:05 > 0:42:06You can write to us at...
0:42:15 > 0:42:16Or send us an e-mail to...
0:42:19 > 0:42:24The Rip Off team is ready and waiting to investigate your stories.
0:42:27 > 0:42:31Well, sometimes when you think you've been treated unfairly,
0:42:31 > 0:42:33it isn't deliberate. It could be down to a miscommunication or
0:42:33 > 0:42:37a simple mistake. But whatever the explanation, you can see why
0:42:37 > 0:42:40some of the situations we've heard about today might, at the very least,
0:42:40 > 0:42:43leave you feeling, shall we say, somewhat frustrated.
0:42:43 > 0:42:46Or even completely hacked off. And frankly, who can blame them?
0:42:46 > 0:42:49As indeed has been the feeling of quite a few of the people
0:42:49 > 0:42:53who've contacted us about that travel insurance story,
0:42:53 > 0:42:56after they'd been really surprised to discover just how much extra
0:42:56 > 0:42:58an illness - whether it's something that's happened
0:42:58 > 0:43:01in the past or more recently - can add to the cost of your cover.
0:43:01 > 0:43:04And of course, all of that's a bit scary when you find it out.
0:43:04 > 0:43:06But that's where we have to leave it for today
0:43:06 > 0:43:09because we're right out of time. But we'll be back very soon to
0:43:09 > 0:43:12investigate more of your stories. And, of course,
0:43:12 > 0:43:13we'll have more advice to
0:43:13 > 0:43:16make sure that wherever you're going for that well-deserved break, that
0:43:16 > 0:43:20you don't come back home feeling in any way completely frustrated.
0:43:20 > 0:43:23So until next time, thanks very much for your company,
0:43:23 > 0:43:25- and we'll see you soon. Bye-bye.- Bye-bye.- Bye.