0:00:02 > 0:00:04We asked you who's left you feeling ripped off
0:00:04 > 0:00:05when it comes to your holidays
0:00:05 > 0:00:09and you came back with a catalogue of travel disasters.
0:00:09 > 0:00:12It was absolutely gutting.
0:00:12 > 0:00:15You know, we just... We thought, "That's it. We've lost our money."
0:00:15 > 0:00:18Never in my life have I experienced anything like that.
0:00:18 > 0:00:22It... I wouldn't wish it on anybody.
0:00:22 > 0:00:24So, whether it's a deliberate rip-off,
0:00:24 > 0:00:27a simple mistake or a catch in the small print,
0:00:27 > 0:00:29we'll find out why you're out of pocket
0:00:29 > 0:00:31and what you can do about it.
0:00:31 > 0:00:36Your stories. Your money. This is Rip Off Britain.
0:00:37 > 0:00:39Hello and welcome to Rip Off Britain
0:00:39 > 0:00:43where, for this special series, we've decamped to sunny Lanzarote
0:00:43 > 0:00:46and it's an ideal base from which to investigate
0:00:46 > 0:00:48some of your holiday and travel dilemmas.
0:00:48 > 0:00:50Although, do you know what?
0:00:50 > 0:00:52Actually, the word "disaster" would be a better description
0:00:52 > 0:00:54for some of the experiences we'll be looking at.
0:00:54 > 0:00:56You are so right, Julia. It really would.
0:00:56 > 0:00:58Because what could be worse
0:00:58 > 0:01:01than when that longed-for holiday finally comes around
0:01:01 > 0:01:03than being told that you can't get on the plane
0:01:03 > 0:01:06without anyone being able to explain why
0:01:06 > 0:01:09or, indeed, discovering that you've suddenly been refused a visa
0:01:09 > 0:01:10for a favourite destination
0:01:10 > 0:01:13that you've visited before without any trouble at all?
0:01:13 > 0:01:17Well, both scenarios would not only absolutely scupper your holiday,
0:01:17 > 0:01:19but it could also leave you very seriously out of pocket.
0:01:19 > 0:01:20You're right, which, of course,
0:01:20 > 0:01:22is why the people who find themselves
0:01:22 > 0:01:25in exactly those situations came to us.
0:01:25 > 0:01:26Like others we'll be hearing from today,
0:01:26 > 0:01:29they came up against an absolute brick wall
0:01:29 > 0:01:31in trying to get their problems resolved.
0:01:31 > 0:01:35And while, in some cases, we only got involved after the event,
0:01:35 > 0:01:38as you'll see, the family at the heart of one of our stories
0:01:38 > 0:01:41came to us for help just in the nick of time.
0:01:42 > 0:01:44Coming up, the eight-year-old boy banned,
0:01:44 > 0:01:47with his dad, from entering the US
0:01:47 > 0:01:49just as they were about to get on the plane.
0:01:49 > 0:01:52So, why can't anyone tell them why?
0:01:52 > 0:01:54Having an official point the finger at him saying,
0:01:54 > 0:01:58"You will not be flying today" was pretty distressing for him.
0:01:58 > 0:02:00And how one of Britain's best-known airlines
0:02:00 > 0:02:03has left this man hundreds of pounds out of pocket,
0:02:03 > 0:02:06despite him doing absolutely nothing wrong.
0:02:06 > 0:02:08I really did just want the floor to open up.
0:02:08 > 0:02:11I had all these people behind me. I was absolutely mortified,
0:02:11 > 0:02:13just like, "What on earth do I do now?"
0:02:16 > 0:02:19Now, here's a story about a missing visa.
0:02:19 > 0:02:21If you want to visit some of the most popular
0:02:21 > 0:02:24package holiday destinations outside Europe,
0:02:24 > 0:02:27you may well need to get a visa before you travel.
0:02:27 > 0:02:30In most cases, it should be pretty straightforward to get one,
0:02:30 > 0:02:33particularly now so many of them are done electronically.
0:02:33 > 0:02:35But that's not at all how it turned out
0:02:35 > 0:02:37for the family in our next film.
0:02:37 > 0:02:41One of their visa applications was repeatedly rejected,
0:02:41 > 0:02:43meaning the holiday they'd booked and paid for
0:02:43 > 0:02:45looked as if it simply wasn't going to happen.
0:02:45 > 0:02:47Things were looking desperate
0:02:47 > 0:02:50and it was at that point that they contacted us.
0:02:50 > 0:02:53Now, of course, the whole point of this programme is to try and help,
0:02:53 > 0:02:56but this time, with just days to go before they were due to leave,
0:02:56 > 0:02:58well, it seemed it might just be too late.
0:03:00 > 0:03:03For Rebecca and James from Pendle in Lancashire,
0:03:03 > 0:03:06last year's summer holiday was a particularly important chance
0:03:06 > 0:03:07to get a break.
0:03:07 > 0:03:09Well, it's an absolute sanity saver
0:03:09 > 0:03:13because we do have a lot of stress involved
0:03:13 > 0:03:15in the day-to-day running of the home
0:03:15 > 0:03:19and so that two weeks, where you can just switch off
0:03:19 > 0:03:23and just do the things that other families take for granted
0:03:23 > 0:03:26and are just run-of-the-mill, to us, it's very special.
0:03:28 > 0:03:30James works as a teaching assistant
0:03:30 > 0:03:32whilst Linda cares for their daughter, Rebecca,
0:03:32 > 0:03:35who is both deaf and blind.
0:03:35 > 0:03:38I'm a full-time carer for Becky.
0:03:38 > 0:03:41It means that I have to sort out all her appointments.
0:03:41 > 0:03:45I have to be in contact with all the different authorities
0:03:45 > 0:03:49that help towards her upkeep.
0:03:50 > 0:03:52She keeps the family going. There's no two ways about that.
0:03:52 > 0:03:56Without her, well, I don't think we'd survive.
0:03:56 > 0:03:58Summer holidays can provide the family
0:03:58 > 0:04:00with some much-needed respite
0:04:00 > 0:04:03as they book Rebecca into a local care centre
0:04:03 > 0:04:07while James, Linda and their 14-year-old son, Callum, go away.
0:04:08 > 0:04:11It would be, really, a difficult manoeuvre
0:04:11 > 0:04:13to get Rebecca from Britain to another country,
0:04:13 > 0:04:18so it's far better for Rebecca to go into respite care
0:04:18 > 0:04:21and obviously, from our point of view,
0:04:21 > 0:04:25Linda then gets a break where she isn't doing the full-time caring.
0:04:25 > 0:04:28In 2015, just as they had the previous year,
0:04:28 > 0:04:31the family had set their sights on Turkey.
0:04:31 > 0:04:34Turkey is just an absolute fantastic place to visit.
0:04:34 > 0:04:37The climate is brilliant. The people are warm and friendly.
0:04:37 > 0:04:39It's just so relaxing.
0:04:39 > 0:04:41They booked well ahead of time in September
0:04:41 > 0:04:43and knew from their previous visit
0:04:43 > 0:04:46that they had to apply online for an e-visa.
0:04:46 > 0:04:48It's a simple application process
0:04:48 > 0:04:52that can usually be completed in just a few minutes.
0:04:52 > 0:04:54The other occasion, it was quite straightforward
0:04:54 > 0:04:59and, at the end of the process, I was issued with a visa.
0:04:59 > 0:05:01But this time, when the family applied,
0:05:01 > 0:05:06while Linda and their son, Callum, had their visas issued straightaway,
0:05:06 > 0:05:08James' application was rejected.
0:05:08 > 0:05:11Thinking he'd made a mistake, James tried again,
0:05:11 > 0:05:13but the same rejection notice appeared.
0:05:13 > 0:05:16He tried again and again and again -
0:05:16 > 0:05:20in fact, dozens of times - but all to no avail.
0:05:22 > 0:05:27We've been on this site at least 40 times now, if not more.
0:05:27 > 0:05:28So, now we...
0:05:30 > 0:05:31It just says, "Sorry.
0:05:31 > 0:05:34"Unfortunately, we are not able to issue a visa for you."
0:05:34 > 0:05:37"Please proceed to the nearest Turkish embassy
0:05:37 > 0:05:39"or consulate for visa application."
0:05:39 > 0:05:42With every failed application,
0:05:42 > 0:05:46you just think the chance is slipping further and further away,
0:05:46 > 0:05:51that going on holiday might not be on the cards for me this year.
0:05:52 > 0:05:55The couple contacted the Turkish authorities by phone,
0:05:55 > 0:05:56but no-one could explain
0:05:56 > 0:05:59why James' application had been rejected.
0:05:59 > 0:06:02And an appointment at the embassy seemed out of the question
0:06:02 > 0:06:04when they found none was available
0:06:04 > 0:06:07until long after their holiday would have been over.
0:06:09 > 0:06:11This has been one of the most stressful periods
0:06:11 > 0:06:14I've experienced in a long, long time.
0:06:14 > 0:06:17You lie awake at night thinking, "What is it?
0:06:17 > 0:06:20"Is it something we've done wrong?"
0:06:20 > 0:06:23It was only when the family approached their MP for help
0:06:23 > 0:06:26that they discovered the reason the application had been turned down
0:06:26 > 0:06:30was probably because someone with the same name and birth date
0:06:30 > 0:06:33had been banned from entering Turkey in the past
0:06:33 > 0:06:35and the system apparently assumed
0:06:35 > 0:06:37that the two Jameses were one and the same.
0:06:39 > 0:06:41Surely, they could filter out,
0:06:41 > 0:06:45using the extra information that you put on your application for a visa,
0:06:45 > 0:06:49to say, "Well, yeah, this guy isn't the one we're looking for."
0:06:49 > 0:06:53The best solution the MP's office and the Turkish embassy could offer
0:06:53 > 0:06:56was that James should fly to Turkey without a visa,
0:06:56 > 0:06:58explain the situation on arrival
0:06:58 > 0:07:01and hope the authorities there were sympathetic.
0:07:01 > 0:07:03In other words, chance it and see what happened
0:07:03 > 0:07:06with the very real risk that he might be sent home
0:07:06 > 0:07:09and Linda and Callum would have to take the holiday on their own.
0:07:09 > 0:07:13It would be up to me to find my way home,
0:07:13 > 0:07:16at my own cost,
0:07:16 > 0:07:20and then I've got the situation of leaving my wife and my son alone.
0:07:22 > 0:07:24For the family, that wasn't an option,
0:07:24 > 0:07:27but with visa problems not covered by their travel insurance,
0:07:27 > 0:07:32just staying at home would leave them seriously out of pocket.
0:07:32 > 0:07:35The cost of the holiday was 3,300.
0:07:35 > 0:07:38So, obviously, if you split that between three people,
0:07:38 > 0:07:39you're looking at...
0:07:39 > 0:07:43I stand at £1,100,
0:07:43 > 0:07:50and apparently, the insurance company has no facility to reimburse me
0:07:50 > 0:07:54because it doesn't fall within the parameters of their cover.
0:07:54 > 0:07:57With the clock ticking, James got in touch with us,
0:07:57 > 0:08:00hoping there might be something we could do to help.
0:08:00 > 0:08:02At first, despite making lots of calls,
0:08:02 > 0:08:04we were struggling to get anywhere
0:08:04 > 0:08:08but, finally, we were able to organise an appointment for James
0:08:08 > 0:08:09at the Turkish embassy
0:08:09 > 0:08:13to explain the situation and apply for his visa in person.
0:08:14 > 0:08:17The only problem was it was just two days
0:08:17 > 0:08:19before the family were due to go on holiday
0:08:19 > 0:08:23so, for James, this 500-mile round trip to London
0:08:23 > 0:08:27really was a last-ditch attempt to save his holiday.
0:08:27 > 0:08:28I'm very nervous this morning
0:08:28 > 0:08:30because there's absolutely no certainty
0:08:30 > 0:08:34that, having come all this way, I will be given a visa.
0:08:34 > 0:08:35It's just in the lap of the gods.
0:08:37 > 0:08:40Half an hour later, James emerged from the embassy,
0:08:40 > 0:08:42but there was still no final decision.
0:08:42 > 0:08:44I feel we've made real progress this morning.
0:08:44 > 0:08:47At least now, once the vice consul has been in touch
0:08:47 > 0:08:49with the powers that be in Turkey,
0:08:49 > 0:08:51he will either say, "Yes, I can issue you a visa,"
0:08:51 > 0:08:55or, "No," so it's just waiting and hoping for the best.
0:08:55 > 0:08:58Two hours went by with no word from the consulate.
0:08:58 > 0:09:02James went back inside to see if there was any further update
0:09:02 > 0:09:05but he came out with no news and, it seemed, no hope.
0:09:07 > 0:09:09I think the chances of actually getting to Turkey now
0:09:09 > 0:09:12are very, very slim if not, well, nigh impossible.
0:09:12 > 0:09:14I don't believe we will get a phone call
0:09:14 > 0:09:17either tonight or tomorrow to say that the visa's there,
0:09:17 > 0:09:20and if it were to arrive tomorrow,
0:09:20 > 0:09:23it's just not possible to get back down here in time.
0:09:23 > 0:09:27Resigned to the fact that his holiday wasn't going to happen,
0:09:27 > 0:09:30James headed off to catch his coach back to Pendle,
0:09:30 > 0:09:31but halfway home,
0:09:31 > 0:09:34he got the phone call he'd been waiting for.
0:09:34 > 0:09:36It was the vice consul saying, "You've got the green light.
0:09:36 > 0:09:40"The visa's here. We'll mail it to you first thing in the morning."
0:09:41 > 0:09:44And he was both delighted and relieved when,
0:09:44 > 0:09:47less than 24 hours before he was due to take off,
0:09:47 > 0:09:49his visa finally arrived.
0:09:49 > 0:09:52Can't put into words how happy we are. Fantastic.
0:09:52 > 0:09:56Didn't think it was going to happen and, well, they came through.
0:09:58 > 0:10:00I'd just like to express my personal thanks
0:10:00 > 0:10:03to everybody involved at Rip Off Britain
0:10:03 > 0:10:04that has made this possible.
0:10:04 > 0:10:07Without you, the holiday turned into a disaster.
0:10:07 > 0:10:09It's been saved.
0:10:09 > 0:10:11Well, it's obviously a great result,
0:10:11 > 0:10:15but James can't understand why no way forward was suggested
0:10:15 > 0:10:16until we got involved.
0:10:18 > 0:10:20When we asked the Turkish embassy for an explanation,
0:10:20 > 0:10:22it confirmed that there was indeed someone
0:10:22 > 0:10:25with the same name and birth date as James
0:10:25 > 0:10:27who had been denied entry to Turkey.
0:10:27 > 0:10:29Because of that,
0:10:29 > 0:10:31although the two men aren't linked in any way,
0:10:31 > 0:10:34an online visa couldn't be issued automatically
0:10:34 > 0:10:37and James' application required what they called
0:10:37 > 0:10:40a second level of processing.
0:10:40 > 0:10:41And the embassy advised that,
0:10:41 > 0:10:43while getting an ordinary visa appointment
0:10:43 > 0:10:46may take longer during the busy summer season,
0:10:46 > 0:10:50if, like James, you find your visa can't be processed online
0:10:50 > 0:10:52and your situation is urgent,
0:10:52 > 0:10:54an emergency appointment can be arranged
0:10:54 > 0:10:57by contacting the consulate directly.
0:10:57 > 0:11:00It went on to say it was pleased its staff had done a good job
0:11:00 > 0:11:03in assisting James with his exceptional case
0:11:03 > 0:11:06and stressed that more than 10 million e-visas have been issued
0:11:06 > 0:11:08since the new system was introduced -
0:11:08 > 0:11:10a quarter of them to British tourists -
0:11:10 > 0:11:14and it's confident the new service is both faster and more efficient.
0:11:15 > 0:11:18As for James and his family, despite the stressful lead-up,
0:11:18 > 0:11:21Turkey once again provided the relaxing break
0:11:21 > 0:11:22the family was looking for.
0:11:22 > 0:11:25So much so that they've booked to return again this year,
0:11:25 > 0:11:28although this time, they'll be on their guard
0:11:28 > 0:11:30in case the same problem crops up again.
0:11:30 > 0:11:32I think the Turkish e-visa system
0:11:32 > 0:11:36has seriously got to be looked at by the powers that be and improved.
0:11:36 > 0:11:39Well, not just improved. Actually made foolproof.
0:11:39 > 0:11:42I certainly wouldn't want to go through this again.
0:11:47 > 0:11:49Now, one of the countries that's well known
0:11:49 > 0:11:53for its strict entry policy is the United States.
0:11:53 > 0:11:56Its immigration policy is really not to be messed with
0:11:56 > 0:11:58and, unless you have an absolutely clean slate
0:11:58 > 0:12:01with no criminal record whatsoever,
0:12:01 > 0:12:04you may find that taking a holiday there is far from easy.
0:12:04 > 0:12:07But one of the people that we're about to hear from
0:12:07 > 0:12:09can prove beyond any doubt
0:12:09 > 0:12:12that he has never been on the wrong side of the law.
0:12:12 > 0:12:14So why should he suddenly have discovered
0:12:14 > 0:12:17right at the last minute that he wasn't welcome?
0:12:17 > 0:12:23MUSIC: Born In The USA by Bruce Springsteen
0:12:23 > 0:12:27Each year, around 3.8 million Brits visit the United States,
0:12:27 > 0:12:29which remains one of our favourite holiday destinations.
0:12:31 > 0:12:33Provided, that is, that they'll let you in.
0:12:33 > 0:12:35"Dear Mr Obama.
0:12:35 > 0:12:39"Hello. My name is Drew and I'm eight years old.
0:12:39 > 0:12:42"I went to America when I was four
0:12:42 > 0:12:44"and my mum and dad got married out there.
0:12:44 > 0:12:49"I wanted to go back as it was really fun..."
0:12:51 > 0:12:55Last July, Drew Saunders was meant to be going on a dream holiday
0:12:55 > 0:12:57to Las Vegas with his family,
0:12:57 > 0:13:01but sadly, he didn't get further than the airport.
0:13:01 > 0:13:05"I got stopped by a man at the front of the plane.
0:13:05 > 0:13:10"He said, 'Why are you travelling to the US today?'
0:13:10 > 0:13:13"My dad said, 'For a holiday,'
0:13:13 > 0:13:17"and he said, 'Not today, you're not.'"
0:13:17 > 0:13:20Drew had been looking forward to a holiday of bright lights,
0:13:20 > 0:13:22water slides and sunshine.
0:13:22 > 0:13:26He'd first visited Las Vegas back in 2011,
0:13:26 > 0:13:29giving his mum and dad the ring when they tied the knot.
0:13:29 > 0:13:33Back then, he was too little to take in all the city's thrills.
0:13:33 > 0:13:36But after four years of hard saving by his parents,
0:13:36 > 0:13:38a return trip was booked
0:13:38 > 0:13:41and, according to dad Martin, Drew couldn't wait.
0:13:41 > 0:13:43He was over the moon. It's, like, a week before,
0:13:43 > 0:13:45it was the big countdown, ready to go.
0:13:45 > 0:13:49So he had packed his own suitcase, got all his travel money ready.
0:13:49 > 0:13:53For him, it was the biggest event of the year.
0:13:53 > 0:13:55It was bigger than Christmas.
0:13:55 > 0:13:57As with all tourists visiting America,
0:13:57 > 0:14:00the Saunders needed extra documentation
0:14:00 > 0:14:02on top of their passport to make the trip.
0:14:02 > 0:14:04Those of us who don't have a full visa
0:14:04 > 0:14:07will typically apply for an ESTA -
0:14:07 > 0:14:09or Electronic System for Travel Authority -
0:14:09 > 0:14:12via an online application form.
0:14:12 > 0:14:14And the family had got all the paperwork in place
0:14:14 > 0:14:16well in advance.
0:14:17 > 0:14:18They all came through.
0:14:18 > 0:14:22Passports, everything was in check. Holiday money.
0:14:22 > 0:14:25Um, yeah, so pretty much, on the Thursday,
0:14:25 > 0:14:29when it was ready to go, we were all set to go.
0:14:29 > 0:14:33All prepared, the family arrived at Heathrow Airport,
0:14:33 > 0:14:37checked in and passed through security smoothly.
0:14:37 > 0:14:40But just as they were about to board their flight,
0:14:40 > 0:14:43Martin started feeling uneasy.
0:14:43 > 0:14:48I noticed a gentleman in a suit just watching me and looking at me
0:14:48 > 0:14:51and I could feel that something wasn't right.
0:14:51 > 0:14:52But he asked me for my passport
0:14:52 > 0:14:56and said, "What is your business in the US?"
0:14:56 > 0:14:58I said, "I'm going with my family on holiday,"
0:14:58 > 0:15:01and he said, "Not today, you're not."
0:15:01 > 0:15:04You may not know it, but American Homeland Security
0:15:04 > 0:15:08do have a discreet presence at airports that are flying to the US
0:15:08 > 0:15:10and this particular officer was insistent
0:15:10 > 0:15:15that Martin and eight-year-old Drew were not going to board the flight.
0:15:15 > 0:15:18I said, "But we've got all the required documents."
0:15:18 > 0:15:21He said, "I know you have but your status has changed."
0:15:21 > 0:15:25Erm, he said, and, basically, he could change the status
0:15:25 > 0:15:28whenever he wished at whatever point he wished.
0:15:28 > 0:15:30We were pulled aside and pointed at
0:15:30 > 0:15:33and saying, "You won't be travelling today.
0:15:33 > 0:15:37"Check your bags and leave the airport."
0:15:37 > 0:15:39And Drew the same.
0:15:39 > 0:15:43You know, having an official point the finger at him saying,
0:15:43 > 0:15:48"You will not be flying today," was pretty distressing for him.
0:15:48 > 0:15:52Drew's anxiety continued when it appeared that the US official
0:15:52 > 0:15:54was suggesting that his mother, Nikki,
0:15:54 > 0:15:58could continue to board the plane without her husband and son.
0:15:58 > 0:16:00Obviously, she replied, "I'm not going to go without them."
0:16:00 > 0:16:05So...yeah, with Drew, he just looked really upset.
0:16:05 > 0:16:07The family's bags were removed from the plane
0:16:07 > 0:16:11and, stunned, they found themselves back at the check-in desk.
0:16:11 > 0:16:14We were asking the staff, like, "What do we do?"
0:16:14 > 0:16:16They said, you know, "You can use our phones,
0:16:16 > 0:16:19"you can use the computer to resolve the problems,"
0:16:19 > 0:16:22but we didn't know what the problem was.
0:16:22 > 0:16:25The staff suggested that Martin try the US embassy.
0:16:25 > 0:16:26We tried to ring the embassy.
0:16:26 > 0:16:29We were told that you had to make an appointment at the embassy
0:16:29 > 0:16:34and I thought, "Well, OK, we'll just get a taxi down to the embassy,
0:16:34 > 0:16:39"um, have an appointment, get the whole thing resolved,"
0:16:39 > 0:16:41but it wasn't as easy as that.
0:16:41 > 0:16:44The family says they were advised by their travel agent
0:16:44 > 0:16:46that they couldn't simply turn up at the embassy
0:16:46 > 0:16:48without an appointment.
0:16:48 > 0:16:50And while, initially, it seemed that the best option
0:16:50 > 0:16:52might be for them to apply for a full visa,
0:16:52 > 0:16:54when they looked into this further,
0:16:54 > 0:16:57the next available slot for an appointment to get one
0:16:57 > 0:16:59was a full month away.
0:16:59 > 0:17:02By now, the family had spent seven hours at the airport
0:17:02 > 0:17:04and it was becoming increasingly clear
0:17:04 > 0:17:07that they were not going to go to America after all.
0:17:07 > 0:17:09Admitting defeat, they went home
0:17:09 > 0:17:13and spent their fortnight's holiday in Essex, not Vegas.
0:17:13 > 0:17:16I'm self-employed, no criminal convictions,
0:17:16 > 0:17:19no parking tickets, no points on my licence
0:17:19 > 0:17:24so, no, no reason whatsoever why they'd stop myself going.
0:17:24 > 0:17:26The whole thing's bizarre,
0:17:26 > 0:17:28how they could, you know, choose an eight-year-old
0:17:28 > 0:17:31to be a threat to national security.
0:17:31 > 0:17:33You know, he's just going through primary school.
0:17:34 > 0:17:36As the incident sank in,
0:17:36 > 0:17:40the family set about trying to work out just what the problem was
0:17:40 > 0:17:43and it was only when mum Nikki checked her e-mails
0:17:43 > 0:17:46that she found one sent shortly before they'd been due to travel,
0:17:46 > 0:17:51advising they could no longer fly as their ESTA status had changed.
0:17:51 > 0:17:54But as they'd already left home by the time it had been sent,
0:17:54 > 0:17:55she hadn't seen it
0:17:55 > 0:17:58and, in any case, there was still no explanation as to why.
0:17:58 > 0:18:01So the Saunders turned to the US Homeland Security website
0:18:01 > 0:18:03to see if anything could be done.
0:18:03 > 0:18:06They've got back with a letter saying that they're looking into it,
0:18:06 > 0:18:10but still not really heard anything to why that,
0:18:10 > 0:18:12you know, we were stopped on that day.
0:18:12 > 0:18:13Right, go for the big one.
0:18:14 > 0:18:18Meanwhile, the family had forked out nearly £3,500
0:18:18 > 0:18:20for a holiday they had not been able to take.
0:18:20 > 0:18:23Martin turned to his travel insurance
0:18:23 > 0:18:26but was told that his policy didn't cover issues around visa
0:18:26 > 0:18:28or entry requirements.
0:18:28 > 0:18:32Luckily, the Saunders did manage to recover their accommodation costs
0:18:32 > 0:18:36and get a voucher for flights to an alternative destination
0:18:36 > 0:18:38via their travel agent and the airline.
0:18:38 > 0:18:41But none of that solves the mystery of why,
0:18:41 > 0:18:45as it stands, Martin and Drew cannot fly to America.
0:18:46 > 0:18:50"I knew my dad couldn't sort this out
0:18:50 > 0:18:54"because the man from the government from that country,
0:18:54 > 0:18:57"he just said no."
0:19:02 > 0:19:06The situation the Saunders found themselves in isn't uncommon.
0:19:06 > 0:19:09It's been reported that approximately 366 people
0:19:09 > 0:19:12are refused entry to the country every day.
0:19:15 > 0:19:20So how exactly are people identified as potential threats to US security
0:19:20 > 0:19:24and might you fall foul of the rules and regulations?
0:19:24 > 0:19:28US immigration lawyer Susan McFadden believes that Martin and Drew
0:19:28 > 0:19:30have somehow found themselves
0:19:30 > 0:19:34onto the worryingly titled US No Fly List.
0:19:34 > 0:19:38No Fly List is, as the name implies,
0:19:38 > 0:19:41a list of people who are not allowed to fly to the US,
0:19:41 > 0:19:44from the US or over US territory.
0:19:44 > 0:19:47People get put on the list for a variety of reasons
0:19:47 > 0:19:51but the main one is that they, or someone they know,
0:19:51 > 0:19:56is engaged in activity that the US Government finds
0:19:56 > 0:20:00to be reasonably suspicious of terrorism.
0:20:00 > 0:20:02But others, like Martin and Drew,
0:20:02 > 0:20:05may unwittingly find themselves on the list
0:20:05 > 0:20:07without any obvious explanation.
0:20:07 > 0:20:11It could very well be a confusion of names.
0:20:11 > 0:20:12It could have been an error
0:20:12 > 0:20:14in putting the name on the database in the first place.
0:20:14 > 0:20:16That certainly happens.
0:20:16 > 0:20:19With this particular situation no clearer,
0:20:19 > 0:20:21we took the Saunders family's questions
0:20:21 > 0:20:23to the US Department of Homeland Security.
0:20:23 > 0:20:27It told us that it isn't permitted to discuss specific cases
0:20:27 > 0:20:30but acknowledged that there are more than 60 grounds
0:20:30 > 0:20:34on which people can be denied entry into the United States.
0:20:34 > 0:20:37But Martin and Nikki say that none of those reasons,
0:20:37 > 0:20:39which include having a criminal record,
0:20:39 > 0:20:41previously being deported from the country
0:20:41 > 0:20:44or previously outstaying their visa status,
0:20:44 > 0:20:48apply to them or Drew and all they can do is persevere
0:20:48 > 0:20:53to have the Saunders family name removed from any No Fly List.
0:20:53 > 0:20:55I'd like to think that both our names would be cleared
0:20:55 > 0:20:57cos it is a big misunderstanding.
0:20:57 > 0:21:01I'd really like Homeland Security to get in touch
0:21:01 > 0:21:04and say, you know, "We've made a big mistake,"
0:21:04 > 0:21:08and they put their hands up and say, you know, "You're free to fly
0:21:08 > 0:21:10"and you can go to America whenever you choose."
0:21:12 > 0:21:14"I really, really feel sad
0:21:14 > 0:21:18"and I'll be really happy if you could fix this for us.
0:21:18 > 0:21:20"Drew Saunders."
0:21:25 > 0:21:27Still to come on Rip Off Britain,
0:21:27 > 0:21:30a breakthrough that's great news for consumers
0:21:30 > 0:21:33but bad news for airlines that don't stick to the rules.
0:21:33 > 0:21:36Some airlines try and wriggle out of their obligations
0:21:36 > 0:21:38just so they don't pay their passengers.
0:21:43 > 0:21:46- GLORIA:- For two days only, we came to the heart of the East Midlands.
0:21:46 > 0:21:47So welcome to Nottingham.
0:21:50 > 0:21:53It's because you write to us and e-mail us
0:21:53 > 0:21:56with your consumer problems in your hundreds
0:21:56 > 0:21:58that we open up our pop-up shop.
0:21:58 > 0:22:00And, you know, it's not just a great opportunity
0:22:00 > 0:22:03for us to be able to meet all of you face-to-face,
0:22:03 > 0:22:06but it means that we can also give you on-the-spot advice.
0:22:08 > 0:22:11And travel journalist Lisa Francesca Nand
0:22:11 > 0:22:14was on hand to do exactly that when Joan Marriott came in
0:22:14 > 0:22:18frustrated that a last-minute change had happened to her holiday.
0:22:18 > 0:22:21We booked to go on a cruise on the 8th of May.
0:22:21 > 0:22:23Um, on the 7th of May, we got a text
0:22:23 > 0:22:26saying that there was a problem with the boat
0:22:26 > 0:22:29and we wouldn't be sailing until Sunday.
0:22:29 > 0:22:34Um, we were being offered 15% compensation
0:22:34 > 0:22:36- off the amount that we'd paid... - Mm-hm.
0:22:36 > 0:22:39..and also 10% off the next cruise,
0:22:39 > 0:22:42whether we'd like to go on another one, you know...
0:22:42 > 0:22:45- But that was it.- And does it mean that you're actually losing
0:22:45 > 0:22:46two days of your holiday?
0:22:46 > 0:22:50- Yes. Yes.- Right. - And also two ports of call.
0:22:50 > 0:22:53Right. How did you feel when you got that text?
0:22:53 > 0:22:56Very disappointed, very angry, upset.
0:22:56 > 0:22:58OK, so let's see, Lisa. Anything you can do there?
0:22:58 > 0:23:01Well, the thing is, in this case, you're not actually out of pocket,
0:23:01 > 0:23:04which is a good thing cos they have fully refunded you
0:23:04 > 0:23:06- for those two days that you're missing.- Yeah, yeah.
0:23:06 > 0:23:09But there is something you could possibly claim for
0:23:09 > 0:23:11and it's something called loss of enjoyment.
0:23:11 > 0:23:14If you go back and you speak to the operator and say,
0:23:14 > 0:23:16"Is there any compensation?"
0:23:16 > 0:23:18Well, I think that's really good advice from Lisa.
0:23:18 > 0:23:21- So have a lovely time.- Thank you. - Don't let it spoil your holiday.
0:23:21 > 0:23:23- No, I won't.- OK.
0:23:24 > 0:23:26Meanwhile, in the heart of the shopping centre,
0:23:26 > 0:23:29travel expert Simon Calder was fielding queries
0:23:29 > 0:23:32on the holiday destinations you were heading to
0:23:32 > 0:23:35and he had some great tips on whether it's always a good idea
0:23:35 > 0:23:39to buy foreign currency before leaving the UK.
0:23:39 > 0:23:42- Going to Croatia in September. - Your first time there?- Yes.
0:23:42 > 0:23:45So what are the questions that you want to ask the guru?
0:23:45 > 0:23:49- I'd like to know about the currency. - Oh, I'm very, very glad
0:23:49 > 0:23:53because so many people get it wrong when they go to Croatia.
0:23:53 > 0:24:00- What is the currency of Croatia? - The Croat krone.- No, no.- What?
0:24:00 > 0:24:04- Well, it's the Croatian kuna, OK? - Oh! Did you know that?- No.- Right.
0:24:04 > 0:24:08And it's not the euro, and so many people think that Croatia,
0:24:08 > 0:24:11because it's in the European Union now,
0:24:11 > 0:24:13it's automatically in the Eurozone. It isn't.
0:24:13 > 0:24:16And so a number of people will take euros out there and think,
0:24:16 > 0:24:18"Oh, well, we'll just spend those."
0:24:18 > 0:24:20Unfortunately, it doesn't quite work like that.
0:24:20 > 0:24:22So these might be useful
0:24:22 > 0:24:26but, actually, I would simply take good old sterling.
0:24:26 > 0:24:27Just turn up with these.
0:24:27 > 0:24:31You can get off the plane at Dubrovnik Airport
0:24:31 > 0:24:34and go straight to the bureau de change.
0:24:34 > 0:24:35Just change £10.
0:24:35 > 0:24:37That'll be more than enough to get you into town.
0:24:37 > 0:24:40Once you're in town, you can't move for travel agencies
0:24:40 > 0:24:44which are selling you very, very good rates for Croatian kuna.
0:24:44 > 0:24:47You will find that it's incredibly good value out there.
0:24:47 > 0:24:51And do not, whatever you do, get any Croatian kuna in advance
0:24:51 > 0:24:54because it's a so-called exotic currency.
0:24:54 > 0:24:57You can go to the Post Office, you can go to travel agents,
0:24:57 > 0:25:00you can go to banks and they're going to give you a terrible rate.
0:25:00 > 0:25:04- Does that help?- Yes, definitely. - What were you going to do?
0:25:04 > 0:25:07- I was thinking of getting them before I go.- Oh!- So...
0:25:07 > 0:25:11I can run through the great, long list of countries
0:25:11 > 0:25:14for which it's worth getting money in advance.
0:25:14 > 0:25:18One, the United States. Two, the eurozone. That's it.
0:25:18 > 0:25:23Everywhere else - so Turkey, Egypt, all those places -
0:25:23 > 0:25:24just wait till you get there
0:25:24 > 0:25:26because if you try and get some here,
0:25:26 > 0:25:27you'll just get a rubbish rate.
0:25:31 > 0:25:33Now, earlier in the programme,
0:25:33 > 0:25:35we heard about the problems that some of you have had
0:25:35 > 0:25:38getting visas for countries you'd been hoping to visit.
0:25:38 > 0:25:40But what if you're not actually visiting a country
0:25:40 > 0:25:44but simply have a connecting flight in one of its airports?
0:25:44 > 0:25:45Do you still need a visa then?
0:25:45 > 0:25:49Well, as you'll see, you may be told by everyone you've checked with,
0:25:49 > 0:25:51from the company you're flying with
0:25:51 > 0:25:53to the embassy of the country itself,
0:25:53 > 0:25:55that no visa is necessary,
0:25:55 > 0:25:58but that still might not be enough to satisfy the airline
0:25:58 > 0:26:01and that could mean you're not allowed to board the plane.
0:26:04 > 0:26:07Breathtaking mountains, stunning countryside
0:26:07 > 0:26:10and culture-rich historic cities.
0:26:10 > 0:26:13It may not be the obvious choice, but this is Kazakhstan,
0:26:13 > 0:26:17visited by an ever-increasing number of tourists
0:26:17 > 0:26:19looking for a holiday to remember.
0:26:20 > 0:26:23And for a seasoned traveller like David Scott,
0:26:23 > 0:26:26it had everything he wanted for his next adventure.
0:26:26 > 0:26:29So I was heading out there for, you know, Christmas, New Year
0:26:29 > 0:26:31and a holiday across that period.
0:26:31 > 0:26:35This was my main holiday of 2014,
0:26:35 > 0:26:38so I was really looking forward to getting out there, relaxing.
0:26:39 > 0:26:43David spotted a good deal online if he flew via Russia,
0:26:43 > 0:26:45travelling to Moscow with easyJet
0:26:45 > 0:26:48and then onto Kazakhstan with Siberia Airlines
0:26:48 > 0:26:49on a separate ticket.
0:26:49 > 0:26:52Having travelled to more than 100 countries,
0:26:52 > 0:26:54he knew there was a possibility he'd need a visa.
0:26:54 > 0:26:56So he did some digging
0:26:56 > 0:26:59and found Kazakhstan itself doesn't require one.
0:26:59 > 0:27:02But he wanted to ensure that, as he was flying via Moscow,
0:27:02 > 0:27:05he didn't need one for Russia either,
0:27:05 > 0:27:08so he called the embassy's helpline to check.
0:27:09 > 0:27:12The Russian consulate said, "No, nobody needs a visa
0:27:12 > 0:27:13"for transit through Moscow,
0:27:13 > 0:27:15"providing you're not leaving the airport
0:27:15 > 0:27:18"and you're connecting onto a flight within 24 hours."
0:27:18 > 0:27:20That's pretty standard.
0:27:20 > 0:27:21But just to be on the safe side,
0:27:21 > 0:27:25he also checked the rules with his airline, easyJet.
0:27:25 > 0:27:29easyJet confirmed, "Absolutely no. You don't need a transit visa."
0:27:29 > 0:27:32So I went ahead, booked the ticket.
0:27:32 > 0:27:34Reassured, David spent the next few weeks
0:27:34 > 0:27:37preparing for his holiday adventure.
0:27:37 > 0:27:39But as the big day arrived,
0:27:39 > 0:27:42the very problem he thought he'd done everything to avoid
0:27:42 > 0:27:44reared its head.
0:27:44 > 0:27:46I got a friend to drive me down to the airport
0:27:46 > 0:27:48at four o'clock in the morning.
0:27:48 > 0:27:50Turned up, you know, not fully awake,
0:27:50 > 0:27:53and then, suddenly, the girl behind the counter's saying,
0:27:53 > 0:27:55"No, you haven't got a visa. You can't fly."
0:27:55 > 0:27:57I really did just want the floor to open up.
0:27:57 > 0:28:00I had all these people behind me. I was absolutely mortified,
0:28:00 > 0:28:02just like, "What on earth do I do now?"
0:28:02 > 0:28:05The easyJet staff at Gatwick Airport insisted that,
0:28:05 > 0:28:09despite what he'd been assured, a Russian transit visa was required
0:28:09 > 0:28:12because, once David arrived at Moscow,
0:28:12 > 0:28:13he'd need to pick up his luggage
0:28:13 > 0:28:15and check it in again for his next flight,
0:28:15 > 0:28:19which they said would mean leaving the transit area of the airport,
0:28:19 > 0:28:21but that was news to David.
0:28:21 > 0:28:24And it's, like, "Whoa! Hang on. I've been in Moscow Airport before.
0:28:24 > 0:28:26"I know where the transit desk is.
0:28:26 > 0:28:28"You just take your luggage tag to the transit desk,
0:28:28 > 0:28:30"give your luggage tag to the transit agent
0:28:30 > 0:28:33"and they do that for you. You don't have to exit."
0:28:33 > 0:28:35Despite David's protestations,
0:28:35 > 0:28:38the easyJet staff were adamant he couldn't board
0:28:38 > 0:28:42and, with his connecting flight in Moscow leaving in a matter of hours,
0:28:42 > 0:28:45David feared he wasn't going to make it to Kazakhstan at all.
0:28:47 > 0:28:49My connecting flight only flies twice a week,
0:28:49 > 0:28:51so it's not as if I could go the next day.
0:28:51 > 0:28:52It would have been a case of
0:28:52 > 0:28:55I wouldn't have got there until after Christmas.
0:28:55 > 0:28:57I mean, that was an extremely stressful experience.
0:28:58 > 0:29:01With easyJet not budging but the clock ticking
0:29:01 > 0:29:03if he wanted to make that connection,
0:29:03 > 0:29:05David decided he had no choice
0:29:05 > 0:29:08but to try and find another flight to Moscow and fast.
0:29:08 > 0:29:10After some frantic phone calls,
0:29:10 > 0:29:13he found one with British Airways flying later that day,
0:29:13 > 0:29:15but from Heathrow.
0:29:15 > 0:29:19So really hoping his new airline would agree he didn't need a visa,
0:29:19 > 0:29:23he bit the bullet, booked his seat and got a cab to Heathrow Airport.
0:29:23 > 0:29:24I was running around Heathrow
0:29:24 > 0:29:27looking for the British Airways desk to check in.
0:29:27 > 0:29:31Got there, you know, half expecting to be refused by British Airways
0:29:31 > 0:29:32on the same grounds.
0:29:32 > 0:29:34No problem at all and I says, "Don't I need a visa?"
0:29:34 > 0:29:36"Nope, you don't need a visa."
0:29:36 > 0:29:39So got on my flight and it was sudden relief,
0:29:39 > 0:29:41but up until that point, it was just stress.
0:29:41 > 0:29:44David made his connecting flight to Kazakhstan with,
0:29:44 > 0:29:48as he'd originally been advised, no visa required.
0:29:48 > 0:29:52But shelling out £470 for his new flight to Moscow
0:29:52 > 0:29:57plus £40 for his cab had made a big dent in his finances,
0:29:57 > 0:30:00not to mention his enjoyment of the holiday.
0:30:00 > 0:30:03After all, he'd already got a valid ticket
0:30:03 > 0:30:07and, as he saw it, had been denied boarding for no valid reason.
0:30:07 > 0:30:12I'd had £500 knocked out of my spending money budget, if you like.
0:30:12 > 0:30:14I mean, I was really looking forward to going on that holiday
0:30:14 > 0:30:16and I needed it at the time,
0:30:16 > 0:30:19but when I arrived, I mean, the first three or four days,
0:30:19 > 0:30:21all I could think about was how frustrated, how angry
0:30:21 > 0:30:24and how upset I was with easyJet
0:30:24 > 0:30:25and it took a few days for me to calm down.
0:30:25 > 0:30:27I mean, the first few days I was out there,
0:30:27 > 0:30:30I was busy searching the internet, looking for websites
0:30:30 > 0:30:33to try and find all the information I needed
0:30:33 > 0:30:35to get the complaint in to easyJet.
0:30:36 > 0:30:39David was confident that when easyJet responded to his complaint,
0:30:39 > 0:30:41it would accept that it had made a mistake
0:30:41 > 0:30:44and refund the extra money he'd paid.
0:30:44 > 0:30:47But instead, when he arrived back in the UK,
0:30:47 > 0:30:51easyJet asked David to prove that he had special authorisation
0:30:51 > 0:30:55from the Russian embassy to travel through Moscow without a visa,
0:30:55 > 0:30:59which he, of course, didn't have because, according to the embassy,
0:30:59 > 0:31:02the journey he made didn't require a visa in the first place.
0:31:02 > 0:31:04So that really didn't impress David.
0:31:06 > 0:31:08I mean, when they came back with that response,
0:31:08 > 0:31:10I just couldn't believe it.
0:31:10 > 0:31:12It just made absolutely no sense
0:31:12 > 0:31:15and I could not understand what they were asking me for.
0:31:15 > 0:31:17It was like asking me to provide them a letter
0:31:17 > 0:31:20from the UK Border Agency for me to go through Gatwick.
0:31:20 > 0:31:23Just made no sense whatsoever.
0:31:23 > 0:31:27Now, you can understand why David might be baffled,
0:31:27 > 0:31:30but Simon Calder, who's heard similar stories before,
0:31:30 > 0:31:32has an explanation.
0:31:32 > 0:31:34Now, this poor guy says he was assured
0:31:34 > 0:31:37by the Russian embassy and by easyJet
0:31:37 > 0:31:38when he asked in advance
0:31:38 > 0:31:43that he would, of course, be allowed to transfer so-called airside,
0:31:43 > 0:31:44not have to enter Russia
0:31:44 > 0:31:46and therefore, he wouldn't need a visa
0:31:46 > 0:31:49and it obviously unravelled.
0:31:49 > 0:31:50Why did that happen?
0:31:50 > 0:31:55Well, easyJet say, "We are a point-to-point airline.
0:31:55 > 0:32:01"We sell seats from Gatwick to Domodedovo Airport in Moscow
0:32:01 > 0:32:04"and, at that point, you're on your own.
0:32:04 > 0:32:06"We demand everybody who we fly there
0:32:06 > 0:32:08"has the right documentation
0:32:08 > 0:32:11"and, if you don't, you're not getting on the plane."
0:32:11 > 0:32:14By describing itself as a point-to-point airline,
0:32:14 > 0:32:15easyJet's position is essentially
0:32:15 > 0:32:19that it's only bothered about the place it's flying you to
0:32:19 > 0:32:20and nothing after that.
0:32:20 > 0:32:24So in David's case, as it was taking him to Moscow,
0:32:24 > 0:32:26a city where a visa would be required
0:32:26 > 0:32:28if it was the final point of your journey,
0:32:28 > 0:32:30a visa is what it wanted to see
0:32:30 > 0:32:33and the airline didn't give two hoots that,
0:32:33 > 0:32:36because of his connection, he didn't actually need one.
0:32:36 > 0:32:39easyJet confirmed its position in an e-mail it sent David
0:32:39 > 0:32:41in response to his complaint
0:32:41 > 0:32:43but he can't understand why the airline's policy
0:32:43 > 0:32:46wasn't made clear to him at the time of booking...
0:32:48 > 0:32:52..or, indeed, when he rang easyJet to check precisely this point.
0:32:52 > 0:32:56I'm upset, I'm angry and I'm frustrated
0:32:56 > 0:32:59at the responses I've been getting from easyJet.
0:33:01 > 0:33:03When we got in touch with easyJet,
0:33:03 > 0:33:06it said it was sorry to hear about David's issues,
0:33:06 > 0:33:09but that, like all airlines, it requires all passengers
0:33:09 > 0:33:12to have the correct documentation for their journey
0:33:12 > 0:33:15and it reiterated that, as a point-to-point carrier,
0:33:15 > 0:33:19in cases such as this, a visa is required.
0:33:19 > 0:33:21It added it was the embassy's responsibility
0:33:21 > 0:33:24to provide information about onward travel
0:33:24 > 0:33:28but it didn't confirm if or why its staff had told David
0:33:28 > 0:33:32he didn't need a visa, as he maintains is the case.
0:33:32 > 0:33:33None of that helps David.
0:33:33 > 0:33:35He remains thoroughly cheesed off
0:33:35 > 0:33:38that he's been left out of pocket through no fault of his own.
0:33:38 > 0:33:42The stress that this caused initially was ridiculous.
0:33:42 > 0:33:45I was satisfied that I'd done the right thing.
0:33:45 > 0:33:48I turn up and, suddenly, I'm told I've done the wrong thing.
0:33:48 > 0:33:50I mean, I was absolutely mortified.
0:33:57 > 0:34:00ANGELA: Our travel expert, Simon Calder,
0:34:00 > 0:34:04is sharing his top tips on favourite destinations across the globe.
0:34:06 > 0:34:10This time, it's Florida, much loved by Brits.
0:34:11 > 0:34:14It doesn't come cheap, though, with long-haul flights,
0:34:14 > 0:34:16theme park tickets
0:34:16 > 0:34:19and somewhere to stay just the basics.
0:34:19 > 0:34:22But there are still plenty of ways to keep your costs down,
0:34:22 > 0:34:24provided you check what you're getting.
0:34:26 > 0:34:28To get the most bang from your buck,
0:34:28 > 0:34:31check the price direct from the theme park
0:34:31 > 0:34:34with what specialist ticket agents are charging
0:34:34 > 0:34:38and check if you're going to be sent the real tickets
0:34:38 > 0:34:39or just a voucher code
0:34:39 > 0:34:42for which you're then going to have to pick up the tickets
0:34:42 > 0:34:46when you arrive in Florida, using up valuable time
0:34:46 > 0:34:50that could be better spent enjoying those unlimited thrills.
0:34:50 > 0:34:53And after shelling out for all those theme park tickets,
0:34:53 > 0:34:55it's good to know that you can weave
0:34:55 > 0:34:57a few Florida freebies into your trip.
0:34:59 > 0:35:04For example, in the lovely Orlando suburb of Winter Park,
0:35:04 > 0:35:07on the second Thursday of every month,
0:35:07 > 0:35:11there's a free outdoor screening of a family movie.
0:35:11 > 0:35:14Just bring a rug and some popcorn.
0:35:14 > 0:35:17It's a great way to escape the theme park commotion.
0:35:20 > 0:35:22But once you're back at your hotel room,
0:35:22 > 0:35:26watch out for an increasingly common scam.
0:35:26 > 0:35:28Don't be tempted by the late-night takeaway leaflets
0:35:28 > 0:35:31that might appear under your door.
0:35:31 > 0:35:34These high-quality, full-colour productions
0:35:34 > 0:35:37have pictures of delicious-looking pizzas,
0:35:37 > 0:35:38but be warned.
0:35:38 > 0:35:43If you order one, you might find the delivery man never appears.
0:35:43 > 0:35:46That's if the person at the other end of the phone
0:35:46 > 0:35:49is a scammer with no connection to any restaurant.
0:35:49 > 0:35:51They'll take your card details
0:35:51 > 0:35:54and use them to make fraudulent purchases
0:35:54 > 0:35:56or empty your bank account.
0:35:56 > 0:36:00So instead, ask the nice person on hotel reception
0:36:00 > 0:36:02for their preferred pizza provider.
0:36:07 > 0:36:09Now, if you've ever had a run-in with an airline
0:36:09 > 0:36:11after your flight was delayed or cancelled,
0:36:11 > 0:36:14you'll know just how tricky it can be sometimes
0:36:14 > 0:36:16to get things resolved the way that you would like it.
0:36:16 > 0:36:19Well, over the years, we've had a steady stream of people
0:36:19 > 0:36:21telling us that they feel their complaint
0:36:21 > 0:36:23got them absolutely nowhere
0:36:23 > 0:36:25and there hasn't been a lot they could do about it.
0:36:25 > 0:36:27Well, all of that is about to change
0:36:27 > 0:36:30and there now is somewhere else that you can take your complaint to.
0:36:33 > 0:36:35It's one of the issues that you write to us about the most.
0:36:35 > 0:36:37Whether it's delays...
0:36:37 > 0:36:39I'd like them to be honest, first and foremost,
0:36:39 > 0:36:42about why we were delayed.
0:36:42 > 0:36:43..unfair treatment...
0:36:43 > 0:36:47We were so stressed about flights, it sounds daft,
0:36:47 > 0:36:51and I tried to remain chilled, I tried to remain positive.
0:36:51 > 0:36:54..or simply poor customer service...
0:36:54 > 0:36:55We felt absolutely desperate.
0:36:55 > 0:36:57We really don't know what else we could have done
0:36:57 > 0:36:59to prevent this happening.
0:36:59 > 0:37:01..problems with flights and airlines
0:37:01 > 0:37:04are guaranteed to put a dampener on your holiday
0:37:04 > 0:37:06before it's even got off the ground.
0:37:06 > 0:37:10And as we've heard through every holiday series we've ever made,
0:37:10 > 0:37:12when you have a problem with your airline,
0:37:12 > 0:37:14getting it resolved in the way you'd like
0:37:14 > 0:37:15isn't always straightforward,
0:37:15 > 0:37:19even when it seems that the law is on your side.
0:37:19 > 0:37:22So when we heard about a new major development that,
0:37:22 > 0:37:23when it's up and running,
0:37:23 > 0:37:26should mean you have somewhere to go to sort things out,
0:37:26 > 0:37:28we knew you'd be keen to hear all about it.
0:37:28 > 0:37:32In April last year, the Civil Aviation Authority,
0:37:32 > 0:37:33which regulates the industry,
0:37:33 > 0:37:36announced plans to create an aviation ombudsman.
0:37:36 > 0:37:38It's a new service that, if you've reached stalemate
0:37:38 > 0:37:42with a complaint against an airline, will offer a fresh, unbiased look
0:37:42 > 0:37:45and make a decision one way or the other.
0:37:45 > 0:37:46If it finds in your favour,
0:37:46 > 0:37:50airlines will be forced to provide whatever compensation is due
0:37:50 > 0:37:52and if they're signed up to the scheme,
0:37:52 > 0:37:54they'll have to abide by its decisions.
0:37:54 > 0:37:57It's a move that personal finance expert Sarah Pennells
0:37:57 > 0:37:59thinks is long overdue.
0:37:59 > 0:38:01At the moment, we get really good protection
0:38:01 > 0:38:05from EU consumer regulations that say you have to be given vouchers
0:38:05 > 0:38:07for things like meals and phone calls
0:38:07 > 0:38:09if a flight's delayed by more than a few hours.
0:38:09 > 0:38:11And you may get compensation as well
0:38:11 > 0:38:13depending how long it's been delayed for.
0:38:13 > 0:38:14But the trouble is that some airlines
0:38:14 > 0:38:16try and wriggle out of their obligations
0:38:16 > 0:38:18just so they don't pay their passengers.
0:38:18 > 0:38:20It's exactly the kind of service
0:38:20 > 0:38:23that Collette Hanlon is hoping will help resolve her complaint
0:38:23 > 0:38:27after she lost 24 hours of her dream holiday.
0:38:27 > 0:38:29We chose to go on holiday to Florida
0:38:29 > 0:38:31to spend some time together as a family.
0:38:31 > 0:38:33We were really looking forward to it.
0:38:33 > 0:38:35The boys were extremely excited.
0:38:35 > 0:38:37Collette was travelling with her sister and two nephews
0:38:37 > 0:38:40to Disney World in Florida, via New York.
0:38:40 > 0:38:43But a two-hour delay leaving Glasgow Airport,
0:38:43 > 0:38:45due to crew being unable to find
0:38:45 > 0:38:47a safety slide certificate for the plane,
0:38:47 > 0:38:49meant they missed their connecting flight
0:38:49 > 0:38:51and they were stranded in Newark Airport
0:38:51 > 0:38:53in New York overnight.
0:38:53 > 0:38:55Now, although they were put up in a nearby hotel,
0:38:55 > 0:38:58they still lost a day of their fortnight's holiday.
0:38:59 > 0:39:02When we went and spoke with the ground staff,
0:39:02 > 0:39:05what they advised was that if we wished to claim for compensation,
0:39:05 > 0:39:08we had to put that in writing on return from our vacation.
0:39:08 > 0:39:11So that's exactly what Collette did.
0:39:11 > 0:39:13They replied three weeks later,
0:39:13 > 0:39:16telling me that the delay was outwith their control
0:39:16 > 0:39:20and they did not feel that this was suitable for compensation.
0:39:20 > 0:39:23After getting nowhere with the airline involved,
0:39:23 > 0:39:25Colette took her complaint to the CAA.
0:39:26 > 0:39:30Took it to the CAA - the Civil Aviation Authority -
0:39:30 > 0:39:33who investigated the information that I gave them
0:39:33 > 0:39:36and agreed that we were entitled to compensation.
0:39:36 > 0:39:40The CAA believed that the airline was bound by the EU regulations
0:39:40 > 0:39:44which govern compensation pay-outs for delayed flights
0:39:44 > 0:39:45but the airline disagreed
0:39:45 > 0:39:48and, as the CAA didn't have the authority
0:39:48 > 0:39:50to force its ruling on the airline,
0:39:50 > 0:39:53it couldn't help Collette get what she was due.
0:39:53 > 0:39:55And that's the key difference there'll be
0:39:55 > 0:39:57once the ombudsman service starts up.
0:39:57 > 0:40:00It will be able to enforce rulings against all airlines
0:40:00 > 0:40:02that are members of the scheme.
0:40:02 > 0:40:04Sarah Pennells is cautiously optimistic.
0:40:04 > 0:40:06It's absolutely crucial
0:40:06 > 0:40:09that they get all the airlines to sign up to this scheme
0:40:09 > 0:40:11because otherwise, I think that consumers
0:40:11 > 0:40:13can't have real confidence in their rights
0:40:13 > 0:40:16when they book a holiday or take a flight.
0:40:16 > 0:40:19I think it's also important that this scheme is free,
0:40:19 > 0:40:21so consumers aren't charged to complain,
0:40:21 > 0:40:23perhaps because the airline
0:40:23 > 0:40:25hasn't handled their complaint well in the first place.
0:40:25 > 0:40:29Let us know if the scheme does or doesn't work for you.
0:40:34 > 0:40:37If you've got a story you'd like us to investigate,
0:40:37 > 0:40:39then get in touch with us via our Facebook page,
0:40:39 > 0:40:42BBC Rip Off Britain,
0:40:42 > 0:40:46our website bbc.co.uk/ripoffbritain,
0:40:46 > 0:40:48or email us at...
0:41:07 > 0:41:10Well, I'm afraid we've come to the end of this programme already
0:41:10 > 0:41:13but, before we go, I have to say I would be horrified
0:41:13 > 0:41:16if I was prevented from boarding a plane to my holiday.
0:41:16 > 0:41:19Not only would it be mortifyingly embarrassing
0:41:19 > 0:41:21but the hassle and the expense of sorting everything out
0:41:21 > 0:41:24would really give me the hump.
0:41:24 > 0:41:27SHE LAUGHS And that's putting it mildly, I can tell you!
0:41:27 > 0:41:30All the more so, of course, if, as in the situations we saw earlier,
0:41:30 > 0:41:33it had all been down to just a mix-up or a mistake.
0:41:33 > 0:41:37And what's especially frustrating is that situations like those
0:41:37 > 0:41:39can leave you dreadfully out of pocket.
0:41:39 > 0:41:40And that's because, as we heard,
0:41:40 > 0:41:44most insurance companies specifically exclude from their travel cover
0:41:44 > 0:41:46everything to do with visas.
0:41:46 > 0:41:48So if, for any reason, there is an issue,
0:41:48 > 0:41:51it could have a very costly consequence.
0:41:51 > 0:41:54But, you know, thankfully, these types of situations are rare,
0:41:54 > 0:41:56but it's always worth double-checking
0:41:56 > 0:42:00on what paperwork you need as soon as you book your holiday,
0:42:00 > 0:42:01so that if there is a problem,
0:42:01 > 0:42:03there's hopefully enough time to sort it all out.
0:42:03 > 0:42:05But that's where we've got to leave it for this time.
0:42:05 > 0:42:07We're going to see you very, very soon
0:42:07 > 0:42:09to investigate more of your stories.
0:42:09 > 0:42:12So until then, from all of us here in the sun, bye-bye.
0:42:12 > 0:42:13- Goodbye.- Bye-bye.