0:00:02 > 0:00:04We asked you who's left you feeling ripped off when it comes to your
0:00:04 > 0:00:09holidays and you came back with a catalogue of travel disasters.
0:00:09 > 0:00:12A holiday's supposed to be a time of relaxing, not a time of more stress
0:00:12 > 0:00:14and certainly not a time of stress whilst you're away.
0:00:14 > 0:00:17It's just annoying that you think, what next,
0:00:17 > 0:00:20what are they going to put a charge on next?
0:00:20 > 0:00:22So, whether it's a deliberate rip-off,
0:00:22 > 0:00:25a simple mistake, or, indeed, a catch in the small print,
0:00:25 > 0:00:30we'll find out why you are out of pocket and what you can do about it.
0:00:30 > 0:00:34Your stories, your money - this is Rip-Off Britain.
0:00:36 > 0:00:38Hello, and welcome to Rip-Off Britain
0:00:38 > 0:00:40from the sunny island of Tenerife,
0:00:40 > 0:00:43where we're investigating all manner of problems to do
0:00:43 > 0:00:45with holidays and travel.
0:00:45 > 0:00:48And, you know, whilst time away really should be
0:00:48 > 0:00:51about getting a rest, the opposite can happen
0:00:51 > 0:00:54if you find yourself becoming the victim of a crime.
0:00:54 > 0:00:59Now, most places around the world welcome tourists with open arms,
0:00:59 > 0:01:02but I'm afraid there are those to whom they will always be seen as
0:01:02 > 0:01:05rich and easy pickings, and, wherever you are in the world,
0:01:05 > 0:01:08there will be criminals looking for any opportunity they can
0:01:08 > 0:01:12to get their hands on your cash or, indeed, your belongings.
0:01:12 > 0:01:14But today's programme is all about making sure
0:01:14 > 0:01:16that doesn't happen to you.
0:01:16 > 0:01:19And, as we hear about all the horrible things that can happen when
0:01:19 > 0:01:22you let your guard down, we'll have plenty of tips to make sure that
0:01:22 > 0:01:24your time on holiday is much easier
0:01:24 > 0:01:27- and the criminals' lives much harder.- Good stuff.
0:01:29 > 0:01:30Coming up...
0:01:30 > 0:01:33We're out with the police catching pickpockets in Barcelona to
0:01:33 > 0:01:37see how the city is tackling its reputation for petty crime.
0:01:37 > 0:01:40Somebody came and banged on the table as a distraction and snatched
0:01:40 > 0:01:42a bag and was away!
0:01:43 > 0:01:47And what's the hotel's responsibility if someone's able to
0:01:47 > 0:01:48break into your room?
0:01:48 > 0:01:51As we looked round, it just absolutely dawned on me,
0:01:51 > 0:01:55"Oh, my lord, we've been burgled!" We were just shocked, weren't we?
0:01:59 > 0:02:03When we're on holiday, the fact that we're tourists will very often just
0:02:03 > 0:02:04stick out a mile.
0:02:04 > 0:02:06We've got rucksacks on our back,
0:02:06 > 0:02:09we're looking at maps or guidebooks and, of course,
0:02:09 > 0:02:11we're taking photographs.
0:02:11 > 0:02:15All dead giveaways to pickpockets who are hoping to catch us off-guard
0:02:15 > 0:02:18and make off with whatever they can get their hands on.
0:02:18 > 0:02:20They don't just target tourists, of course,
0:02:20 > 0:02:23but there is no doubt that when we're away from home,
0:02:23 > 0:02:25and perhaps that little bit more relaxed,
0:02:25 > 0:02:30we can be much easier targets for someone who's hoping to snatch
0:02:30 > 0:02:33a quick opportunity and get our cash.
0:02:33 > 0:02:36The good news is that in holiday resorts around the world,
0:02:36 > 0:02:41dedicated teams of undercover police are out in force to protect us,
0:02:41 > 0:02:44so we went out with one of those teams in Barcelona,
0:02:44 > 0:02:48to see just what exactly they are doing to catch the criminals and,
0:02:48 > 0:02:51most importantly, to keep your valuables safe.
0:02:54 > 0:02:57Watch this crowd at traffic lights in Romania.
0:02:57 > 0:03:00The man in the blue cap is a pickpocket.
0:03:00 > 0:03:03You can see that he's unzipping the rucksack of the man in front.
0:03:03 > 0:03:06His accomplice, in the red, keeping watch.
0:03:06 > 0:03:09In a split second, he's got the mobile phone.
0:03:09 > 0:03:11His victim, none the wiser.
0:03:15 > 0:03:18And in this footage, from Kuala Lumpur,
0:03:18 > 0:03:20a tourist is standing at a takeaway counter,
0:03:20 > 0:03:24her bag is next to her and a pair of thieves is ready to pounce.
0:03:24 > 0:03:27The man in the white T-shirt distracts her,
0:03:27 > 0:03:30while the other one dips into her bag and takes her purse.
0:03:30 > 0:03:32The woman didn't see it happen.
0:03:36 > 0:03:40Similar scenes are played out every day in cities across the world,
0:03:40 > 0:03:42but in particular in Barcelona.
0:03:43 > 0:03:47Gaudi's architecture, the Picasso Museum and the famous
0:03:47 > 0:03:51Las Ramblas shopping street have made the Spanish city a favourite
0:03:51 > 0:03:53weekend break destination.
0:03:53 > 0:03:56But it's considered Europe's pickpocketing capital,
0:03:56 > 0:04:00with a reported 300 incidents of thefts every day.
0:04:02 > 0:04:05Trying to catch those criminals is the responsibility of this team,
0:04:05 > 0:04:09Catalonia's urban police unit, highly-trained,
0:04:09 > 0:04:13eagle-eyed, plainclothes cops who walk amongst the crowded streets,
0:04:13 > 0:04:15spotting suspects.
0:04:23 > 0:04:26Every morning, the team are brought together and given
0:04:26 > 0:04:29a list of mugshots, faces of people known to have committed
0:04:29 > 0:04:32pickpocketing crimes and other scams targeting tourists
0:04:32 > 0:04:36abroad, and they're all repeat offenders that police believe
0:04:36 > 0:04:38are still very much active.
0:04:51 > 0:04:54Ana has been with this department 12 years.
0:04:54 > 0:04:59She has a photographic memory and can spot a thief a mile off.
0:04:59 > 0:05:03Years of mingling with tourists and catching criminals means if there's
0:05:03 > 0:05:06a pickpocket in the vicinity, she'll know who it is.
0:05:06 > 0:05:10And, today, she'll be looking in particular for people whose faces
0:05:10 > 0:05:14were on that list who she knows have previously been arrested for
0:05:14 > 0:05:18pickpocketing or other crimes, and are still considered a risk.
0:05:18 > 0:05:23If she spots any of them, she can stop and search them right away.
0:05:23 > 0:05:27And if they have any stolen items on them, she'll be able to arrest them.
0:05:27 > 0:05:31Normally, when you travel to a foreign country, you're a tourist,
0:05:31 > 0:05:34you're not thinking about pickpockets.
0:05:34 > 0:05:37And you're not paying enough attention to your belongings.
0:05:37 > 0:05:41So, they know that, they know that.
0:05:41 > 0:05:47And that's why the tourist people are probably the perfect victims.
0:05:49 > 0:05:53Today, only ten minutes into her shift, Ana receives a call.
0:05:56 > 0:05:59Around here, I don't know where exactly.
0:06:00 > 0:06:03Two suspected pickpockets are close by.
0:06:03 > 0:06:07A quick check on the police database confirms they have previously been
0:06:07 > 0:06:11arrested, so Ana wants to stop and search them to make sure that
0:06:11 > 0:06:13they're not doing the same again.
0:06:13 > 0:06:17The man is standing in black and the one with the ribbon.
0:06:17 > 0:06:20Ana spots the two standing by the Metro.
0:06:20 > 0:06:21And they are pickpockets.
0:06:22 > 0:06:26She follows the two men without, it seems, being seen.
0:06:30 > 0:06:32And they managed to shake her off their trail.
0:06:32 > 0:06:34Probably they went inside the Metro.
0:06:36 > 0:06:40Once the thieves go underground, it's virtually impossible to catch
0:06:40 > 0:06:43them and sure enough, this time, they've gone.
0:06:45 > 0:06:49Ana's certain that the two men will once again be targeting tourists
0:06:49 > 0:06:51and they've managed to slip through her fingers.
0:06:52 > 0:06:56It's frustrating, because you know they are staying and you can do
0:06:56 > 0:07:00nothing, because in one second you have them, and
0:07:00 > 0:07:05in the moment that you hide, you have the risk to lose them, so...
0:07:07 > 0:07:08..it's all so frustrating.
0:07:09 > 0:07:10We will look for them.
0:07:12 > 0:07:16Police in Barcelona admit that this low-level street crime
0:07:16 > 0:07:18is a serious problem.
0:07:18 > 0:07:22That's why Ana's department works in shifts to patrol
0:07:22 > 0:07:26the streets 24 hours a day and why the national government has issued
0:07:26 > 0:07:28warnings to tourists to be careful.
0:07:28 > 0:07:32But places like this, Gaudi's unfinished masterpiece,
0:07:32 > 0:07:37the Sagrada Familia, continue to offer rich pickings for thieves.
0:07:37 > 0:07:39So, spotting them amongst the crowd
0:07:39 > 0:07:42has become part of Ana's daily routine.
0:07:42 > 0:07:46All these people are staring at the Sagrada Familia and we're looking
0:07:46 > 0:07:53for some thief that is only seeing the backpacks, perfect victim.
0:07:53 > 0:07:59Now, you have a person taking pictures, with a bag, the backpack
0:07:59 > 0:08:03in the back out of their control. They can open them up,
0:08:03 > 0:08:06open the zip, and take anything inside.
0:08:06 > 0:08:11They're absolutely perfect victims for our pickpockets,
0:08:11 > 0:08:16so we're looking for anyone that is looking at the same things as me.
0:08:17 > 0:08:20Ana knows every trick in the thieves' book.
0:08:20 > 0:08:26They use big maps to open, to hide their hands with big maps
0:08:26 > 0:08:29to open zips and take from inside.
0:08:31 > 0:08:35OK, there are many pickpockets, you have to take care.
0:08:35 > 0:08:37The backpack in the front.
0:08:37 > 0:08:39- Always.- OK?
0:08:40 > 0:08:41Good for you.
0:08:41 > 0:08:43SHE SPEAKS OWN LANGUAGE
0:08:43 > 0:08:46Luckily, many of the visitors here today already know
0:08:46 > 0:08:47to be on their guard.
0:08:47 > 0:08:50I read the Barcelona handbook and I'm very surprised
0:08:50 > 0:08:53in all of the information they're giving you about Gaudi
0:08:53 > 0:08:56and the wonderful buildings, they said, "Beware of the pickpockets."
0:08:56 > 0:08:58That was really big headlines.
0:08:58 > 0:09:02Well, I was last in Barcelona 15 years ago and I actually had my
0:09:02 > 0:09:03purse stolen, right here.
0:09:03 > 0:09:09Yeah, making the typical tourist mistake of putting my big map away
0:09:09 > 0:09:12into my purse and not paying attention to what was going on.
0:09:12 > 0:09:15We had a handbag on the table and somebody came and banged
0:09:15 > 0:09:20on the table as a distraction and snatched a bag and was away.
0:09:20 > 0:09:24We've left our proper passports in the safe in the hotel,
0:09:24 > 0:09:26so we don't lose those,
0:09:26 > 0:09:29but we have copies of passports in case we need them.
0:09:29 > 0:09:30It ruins a holiday.
0:09:30 > 0:09:33At least, it takes up a half day of your holiday, spending it
0:09:33 > 0:09:36at the police station. So best to avoid it.
0:09:37 > 0:09:41As Ana and her colleagues move on, it's approaching lunchtime,
0:09:41 > 0:09:45a golden opportunity for opportunistic pickpockets.
0:09:45 > 0:09:51It's now 12:30 and we're looking for some thieves going inside
0:09:51 > 0:09:57the restaurants to steal the bags, or telephones, or whatever.
0:09:57 > 0:10:01But, even on a crowded street, it doesn't take long for Ana
0:10:01 > 0:10:04to recognise someone who's on the police force's list as having
0:10:04 > 0:10:06plenty of pickpocketing form.
0:10:06 > 0:10:08That's a good pickpocket.
0:10:08 > 0:10:09According to the police records,
0:10:09 > 0:10:13the man in the blue shirt is a prolific pickpocket,
0:10:13 > 0:10:16known to target tourists in restaurants and Ana has spotted him.
0:10:18 > 0:10:20She doesn't want to let the man out of her sight.
0:10:20 > 0:10:22But she cannot be spotted.
0:10:38 > 0:10:43Ana has the power to stop and search anyone who has previously been
0:10:43 > 0:10:46arrested for similar offences, so she wants to catch the man to
0:10:46 > 0:10:50make sure that he doesn't have any stolen belongings in his bag.
0:10:50 > 0:10:51We will stop him.
0:10:53 > 0:10:55If he does, Ana will arrest him.
0:11:01 > 0:11:05But the man has nothing but his own possessions in his bag and Ana has
0:11:05 > 0:11:07to let him go.
0:11:07 > 0:11:10In the bag, he has not got anything, everything is normal.
0:11:10 > 0:11:13For the moment, we can't do anything with him.
0:11:13 > 0:11:17Though Ana made no arrest, her presence lets any potential
0:11:17 > 0:11:20pickpockets know that she is watching them and it's not long
0:11:20 > 0:11:23before Ana gets another call from her colleague, asking her
0:11:23 > 0:11:27to check out two women who also appear on the police database
0:11:27 > 0:11:30as having pickpocketed in the past.
0:11:30 > 0:11:32OK, the colleagues, they are chasing two more.
0:11:33 > 0:11:37I will call them now, just to know where they are.
0:11:39 > 0:11:42A key part of Ana's job is not simply to make arrests,
0:11:42 > 0:11:45but to make any potential pickpocket's job harder,
0:11:45 > 0:11:47by moving them on before they have time to strike.
0:11:50 > 0:11:52These two girls are well known to police.
0:11:52 > 0:11:55They've been arrested before for pickpocketing and have even been
0:11:55 > 0:11:56given a ban on visiting the Metro.
0:11:56 > 0:12:00So Ana has the power to search their bags and then
0:12:00 > 0:12:02ask them to move on immediately.
0:12:02 > 0:12:04We know them, we know that they are pickpockets.
0:12:04 > 0:12:08Normally, they act inside the Metro.
0:12:08 > 0:12:11They both have been arrested before,
0:12:11 > 0:12:14for pickpocketing and, well, we know them.
0:12:19 > 0:12:23In the girls' bags are all the tools of a professional pickpocket.
0:12:23 > 0:12:27They're carrying one cap, one of these, another one,
0:12:27 > 0:12:31the one that he's carrying right now, just to look different.
0:12:31 > 0:12:36They do the pickpocket, they take the wallet and if they are in white,
0:12:36 > 0:12:39suddenly they are in pink, or in black.
0:12:39 > 0:12:45They open the paper in order to hide hands,
0:12:45 > 0:12:49to open zips and take the wallet from inside the bags.
0:12:49 > 0:12:52But, with no immediate evidence of a crime,
0:12:52 > 0:12:55all Ana can do is advise them to go home.
0:13:03 > 0:13:06They will continue, of course. They will continue now.
0:13:06 > 0:13:07Probably they will change the district
0:13:07 > 0:13:09and they will continue in another suburb.
0:13:09 > 0:13:13They will look for another entry for the Metro and they'll
0:13:13 > 0:13:17continue doing it, but no luck from today.
0:13:17 > 0:13:18They were lucky. Not us.
0:13:20 > 0:13:24They may be lucky now, but we'll see these two again when we come back to
0:13:24 > 0:13:28Barcelona and its potential pickpockets later in the programme.
0:13:31 > 0:13:35Now, in the past in this programme, we've explored how hotels can react
0:13:35 > 0:13:38if you're unlucky enough to have some of your possessions stolen from
0:13:38 > 0:13:40your room when you're on holiday abroad.
0:13:40 > 0:13:43And it turns out that you simply have not got the level of protection
0:13:43 > 0:13:45that, perhaps, you'd hope for.
0:13:45 > 0:13:48Well, it seems that the same is true if the theft was from a hotel
0:13:48 > 0:13:52in the UK, because while you might assume that if your room
0:13:52 > 0:13:54has been broken into and valuables taken,
0:13:54 > 0:13:57that the buck stops with the hotel,
0:13:57 > 0:13:59but I'm afraid it's not that simple.
0:13:59 > 0:14:02Because, while the law does put some liability on the place where you're
0:14:02 > 0:14:06staying, wait until you hear just how limited that liability is.
0:14:10 > 0:14:13Now, think of a weekend in a classy four-star hotel,
0:14:13 > 0:14:16and it's luxuries like these that spring to mind.
0:14:18 > 0:14:20Not a room like a crime scene,
0:14:20 > 0:14:22with rifled-through luggage strewn all over the place.
0:14:27 > 0:14:30It was the last thing this group of friends imagined when they wangled
0:14:30 > 0:14:32an eagerly anticipated weekend away.
0:14:34 > 0:14:36It's really important that we spend time together.
0:14:36 > 0:14:39We always stay overnight so we can do the getting ready together,
0:14:39 > 0:14:42or the pamper and, then, in the evening,
0:14:42 > 0:14:44we have a meal and things like that. We just love it.
0:14:45 > 0:14:49For friends Lynn, Caroline and Jackie, the QHotel's
0:14:49 > 0:14:53Park Royal Hotel in Cheshire was the perfect backdrop for
0:14:53 > 0:14:56their pre-Christmas get-together back in December 2014.
0:14:57 > 0:15:00We were all really excited to be spending some good quality
0:15:00 > 0:15:03girl time, and it was Christmas, and we were going to be exchanging
0:15:03 > 0:15:07gifts, and having a giggle, and hanging out at the spa.
0:15:07 > 0:15:09It was a real fun time for us.
0:15:10 > 0:15:13Following a lovely, busy day catching up,
0:15:13 > 0:15:17chilling out and capped off with dinner, the friends then decided to
0:15:17 > 0:15:20retire to their room for some peace and quiet.
0:15:20 > 0:15:23We thought we'd just go back up to the room and just carry on having
0:15:23 > 0:15:26a little chat up there, where it was more private.
0:15:28 > 0:15:31But, no sooner had they turned the key in the lock of their first-floor
0:15:31 > 0:15:35room, they realised it was not how they left it.
0:15:35 > 0:15:36When we first opened the door,
0:15:36 > 0:15:38it was obvious that something was wrong,
0:15:38 > 0:15:41because the window was open and it was December,
0:15:41 > 0:15:44- so we would not have left it... - The room was freezing, wasn't it?
0:15:44 > 0:15:47- It was cold.- And the curtains were blowing.
0:15:47 > 0:15:50It was only when they switched on the light that what had happened
0:15:50 > 0:15:54- became crystal clear.- My handbag was upside down and I sort of thought,
0:15:54 > 0:15:56I didn't leave that... And then we looked at each other and said,
0:15:56 > 0:15:58"Did anybody leave the window open?"
0:15:58 > 0:16:01And, as we looked round, it just absolutely dawned on me.
0:16:01 > 0:16:03"Oh, my lord, we've been burgled!
0:16:03 > 0:16:06How can we have been burgled? We were shocked, weren't we?
0:16:06 > 0:16:09- It was shock and fear. - Yeah.- And then anger.
0:16:09 > 0:16:11And disbelief.
0:16:13 > 0:16:16Unfortunately for the ladies, the room didn't have a safe and,
0:16:16 > 0:16:20while they had tried to store their possessions out of sight,
0:16:20 > 0:16:23the thieves had still made off with thousands of pounds
0:16:23 > 0:16:25worth of jewellery, cash and much more.
0:16:27 > 0:16:32It was really upsetting and the way that they had ransacked the room
0:16:32 > 0:16:34meant that there was very little thought...
0:16:34 > 0:16:37Everything, they'd just thrown everything around.
0:16:37 > 0:16:41And it took us a while to really work out what had been taken,
0:16:41 > 0:16:42which was pretty much everything.
0:16:44 > 0:16:48As their losses sank in, Jackie noticed that her car keys, too,
0:16:48 > 0:16:52- had also been taken.- When I realised my car keys had gone,
0:16:52 > 0:16:56I just ran downstairs into the car park and I thought,
0:16:56 > 0:16:58"Oh, my lord, my car's gone."
0:17:00 > 0:17:03The ladies immediately called the hotel reception and, in turn,
0:17:03 > 0:17:05they called the police.
0:17:05 > 0:17:08Now, when the police arrived, they confirmed one of the windows
0:17:08 > 0:17:11had been forced open and accessed via the flat roof below.
0:17:12 > 0:17:16I would have expected it to be much more of a secure building.
0:17:16 > 0:17:18Given that there was a flat roof underneath,
0:17:18 > 0:17:21the window locks didn't appear robust in any way, shape or form.
0:17:23 > 0:17:26By the time the police had finished their investigation,
0:17:26 > 0:17:28it was the early hours of the morning,
0:17:28 > 0:17:31so, very keen to get back home, the ladies arranged to come back
0:17:31 > 0:17:34once again in the New Year to discuss with the manager
0:17:34 > 0:17:36exactly what had happened.
0:17:37 > 0:17:41But what the hotel told them wasn't exactly what they'd anticipated.
0:17:42 > 0:17:46The hotel didn't accept responsibility for the loss of any
0:17:46 > 0:17:49of our belongings. I was bewildered.
0:17:49 > 0:17:51We thought because they'd broken in through their window,
0:17:51 > 0:17:54which we thought, well, we're going to be covered by the hotel for
0:17:54 > 0:17:57valuables that went missing out of the room or something,
0:17:57 > 0:18:00- and nothing at all, no. Nothing.- We were shocked.
0:18:03 > 0:18:06The hotel was unwilling to accept liability for the theft.
0:18:06 > 0:18:10Instead, offering £100 to each of the guests and a free stay at any of
0:18:10 > 0:18:12the group's properties at a future date.
0:18:13 > 0:18:17But for Lynne, Caroline and Jackie, it was a real blow.
0:18:19 > 0:18:20I was just insulted.
0:18:21 > 0:18:25Is that it? Is that the full extent of your responsibility for what
0:18:25 > 0:18:26happened on that evening?
0:18:26 > 0:18:28Yeah. Insulted and angry.
0:18:28 > 0:18:35We assumed that they would have some legal responsibility to look after
0:18:35 > 0:18:38and keep their guests safe.
0:18:38 > 0:18:40But, however disappointed the ladies may have felt,
0:18:40 > 0:18:45the hotel was well within the law in offering them £100.
0:18:45 > 0:18:48And that's because of legislation first introduced 60 years ago.
0:18:51 > 0:18:56The Hotel Proprietors Act 1956 says under certain circumstances,
0:18:56 > 0:19:01hotel owners may be liable to make good any loss or damage to a guest's
0:19:01 > 0:19:05possessions, but only to a maximum of £100.
0:19:07 > 0:19:09Now, when the act came into force,
0:19:09 > 0:19:13£100 would have been worth around £2,000 in today's money.
0:19:13 > 0:19:16And, with the average annual earnings back then
0:19:16 > 0:19:19being around £500, it was a significant amount.
0:19:20 > 0:19:23But although the times and salaries have changed considerably since,
0:19:23 > 0:19:27the fixed liability sum of £100 hasn't, something that
0:19:27 > 0:19:31solicitor Gary Wrightcroft believes really needs to change.
0:19:31 > 0:19:35I think it's really shocking that the law hasn't moved on
0:19:35 > 0:19:36in the last 60 years
0:19:36 > 0:19:40and that the amount of compensation you can claim as a hotel guest
0:19:40 > 0:19:42has remained the same since 1956.
0:19:42 > 0:19:46It remains £50 for one item or £100 for a group of items,
0:19:46 > 0:19:49if you're staying in a hotel outside of London.
0:19:49 > 0:19:53I think that's a really bad deal for consumers, because, clearly,
0:19:53 > 0:19:57nowadays, people are bound to be taking goods that are worth far more
0:19:57 > 0:19:58than those paltry figures.
0:19:58 > 0:20:01So, the Government needs to step up to the plate here and change the law
0:20:01 > 0:20:04and make it better for consumers, and safer for them.
0:20:04 > 0:20:08That will also make it more of an incentive for hotel owners
0:20:08 > 0:20:10to make your goods safe when you stay with them.
0:20:13 > 0:20:15In fact, in London, the law has, to some extent,
0:20:15 > 0:20:17kept pace with inflation.
0:20:18 > 0:20:22There, the limits a hotel is liable to pay out in the case
0:20:22 > 0:20:26of loss or damage to a resident's possessions on its property
0:20:26 > 0:20:27is £1,500.
0:20:28 > 0:20:33That's down to the London Local Authority's Act of 2004,
0:20:33 > 0:20:37introduced at the request of the Metropolitan Police in a bid to
0:20:37 > 0:20:41encourage London hotels, which had a significant problem with thefts,
0:20:41 > 0:20:43to improve their security.
0:20:43 > 0:20:45One of the reasons that the Metropolitan Police wanted
0:20:45 > 0:20:48the figure increased for London back in 2004
0:20:48 > 0:20:51is because there was a spate of thefts from hotels in London.
0:20:51 > 0:20:54So, I think increasing the strict liability limit,
0:20:54 > 0:20:56whereby hotel owners have to pay compensation,
0:20:56 > 0:21:00would make hotel owners raise their game, in terms of making sure that
0:21:00 > 0:21:02when you stay at hotels, your goods are safe.
0:21:05 > 0:21:08But none of that has helped Lynne, Caroline and Jackie.
0:21:08 > 0:21:11As their trip was only a short drive from their homes,
0:21:11 > 0:21:13they hadn't even thought to take out travel insurance.
0:21:15 > 0:21:18And, chances are, if you're planning a short break in the UK,
0:21:18 > 0:21:21you might not think of it either, which could mean,
0:21:21 > 0:21:23depending on the rest of your insurance,
0:21:23 > 0:21:25you might be dangerously unprotected.
0:21:26 > 0:21:29So, while in this case, Caroline and Jackie were able to claim
0:21:29 > 0:21:32for the majority of their missing belongings on their car and
0:21:32 > 0:21:36home insurance, Lynne, I'm afraid, didn't have the same cover
0:21:36 > 0:21:40and as a result, she's been left about £2,000 out of pocket.
0:21:40 > 0:21:43When you go on holiday in this country, you actually don't even
0:21:43 > 0:21:47think about having travel insurance to stay in a local hotel
0:21:47 > 0:21:49in an area that you're familiar with.
0:21:49 > 0:21:53It just did not occur to me to take out holiday insurance.
0:21:53 > 0:21:56When we spoke to QHotels about the theft, it said,
0:21:56 > 0:21:59"It's unpleasant for everyone involved when the crime is committed
0:21:59 > 0:22:02"and it's regrettable that an incident took place,
0:22:02 > 0:22:04"spoiling these ladies' stay."
0:22:04 > 0:22:07But it stressed that, "As soon as the theft was reported
0:22:07 > 0:22:10"to hotel staff, police were called to investigate."
0:22:10 > 0:22:13And it doesn't accept that security measures were inadequate,
0:22:13 > 0:22:16pointing out that reports into the crime concluded,
0:22:16 > 0:22:20"That considerable force was used to gain entry to the room."
0:22:20 > 0:22:22The company went on to say that
0:22:22 > 0:22:24it had exceeded its legal requirement
0:22:24 > 0:22:28in this particular case, having made an additional gesture of
0:22:28 > 0:22:31goodwill, which actually it wasn't obliged to do.
0:22:31 > 0:22:33But it is sorry that the ladies don't feel that the offer of
0:22:33 > 0:22:38compensation was sufficient under the circumstances.
0:22:38 > 0:22:41So, if you want to avoid being seriously out of pocket if things do
0:22:41 > 0:22:44go missing, then there are some very easy ways to protect yourself.
0:22:46 > 0:22:49If you're going to stay at a hotel in the UK, then take precautions.
0:22:49 > 0:22:52Don't take valuable items unless you really have to.
0:22:52 > 0:22:55If you do have to take valuable items,
0:22:55 > 0:22:58then ask the hotel if there is a safe for you to use in the room,
0:22:58 > 0:23:01and, if there is, then use it.
0:23:01 > 0:23:04Even if there is a safe, you may want to ask the hotel to look after
0:23:04 > 0:23:08the items themselves behind reception. And, if they do that,
0:23:08 > 0:23:11they take on responsibility for the items, and, if they are lost,
0:23:11 > 0:23:15then you're entitled to be compensated for those items at full value.
0:23:16 > 0:23:20And whilst this very sound advice is useful for future trips,
0:23:20 > 0:23:23the ladies are still left reeling from their experience.
0:23:24 > 0:23:27You do presume, though, that when you stay in a hotel,
0:23:27 > 0:23:29that they are going to take good care of you and your belongings.
0:23:29 > 0:23:32And when you think how much you've lost, including a car,
0:23:32 > 0:23:35£100 does not go very far whatsoever, does it?
0:23:44 > 0:23:46Still to come on Rip Off Britain,
0:23:46 > 0:23:49we're back in Barcelona, on the trail of more pickpockets.
0:23:49 > 0:23:53They're well-dressed, friendly, nice people.
0:23:53 > 0:23:57But they are pickpockets. It's their profession.
0:24:01 > 0:24:05Our travel expert, Simon Calder, has all the secrets to save you money on
0:24:05 > 0:24:08your travels. He's full of tips on everything from
0:24:08 > 0:24:10how to avoid the crowds,
0:24:10 > 0:24:13to the best way to steer clear of those tourist traps.
0:24:13 > 0:24:16This time, he's in Paris.
0:24:17 > 0:24:19Despite recent tragic events,
0:24:19 > 0:24:24Paris remains our favourite foreign city by a mile and from wherever you
0:24:24 > 0:24:27are in the UK, it's pretty accessible, too.
0:24:27 > 0:24:30You might be thinking, "Oh, I went there five years ago.
0:24:30 > 0:24:32"It won't have changed much."
0:24:32 > 0:24:33Well, you'd be wrong.
0:24:38 > 0:24:42The first time I came to Paris as a backpacker,
0:24:42 > 0:24:44I camped in the Bois du Boulogne,
0:24:44 > 0:24:48the woodland on the edge of the French capital.
0:24:48 > 0:24:52The Bois du Boulogne has been miraculously transformed,
0:24:52 > 0:24:55with the addition of a "vaisseau de verre,"
0:24:55 > 0:24:58a glass ship, housing the Louis Vuitton Foundation.
0:25:01 > 0:25:02The architect, Frank Ghery,
0:25:02 > 0:25:07deployed 3,600 glass panels to form a dozen sails in this
0:25:07 > 0:25:12modern art space, which also offers new views of the city.
0:25:12 > 0:25:15The usual admission fee of 16 euros is a bit steep,
0:25:15 > 0:25:18so come along on Friday nights between 7 and 11
0:25:18 > 0:25:21where you'll find you get two tickets for the price of one.
0:25:23 > 0:25:27There's an art to saving money at museums in Paris.
0:25:27 > 0:25:31The admission for the Rodin is 10 euros, but you can get in
0:25:31 > 0:25:35for just 4, so long as you're a citizen of an EU country,
0:25:35 > 0:25:37including Britain -
0:25:37 > 0:25:40for the time being - and you're under 25.
0:25:40 > 0:25:45If, like me, you narrowly missed that last qualification,
0:25:45 > 0:25:49don't worry, just come along on the first Sunday of the month
0:25:49 > 0:25:51and the same discount applies.
0:25:51 > 0:25:54Paris is the kind of city where getting around can be
0:25:54 > 0:25:56more of a pleasure than a pain,
0:25:56 > 0:25:59largely because there are so many ways you can do it,
0:25:59 > 0:26:02and Simon would always choose one in particular.
0:26:03 > 0:26:06My personal favourite, the bikes.
0:26:07 > 0:26:11The citywide rent-it-here, leave-it-there bike scheme,
0:26:11 > 0:26:14known as Velib, is tremendous value.
0:26:14 > 0:26:17For less than the price of a single metro ticket,
0:26:17 > 0:26:21you get unlimited use of bikes all day long.
0:26:21 > 0:26:24And with over 400 miles of cycle paths in Paris,
0:26:24 > 0:26:28it's the cheapest way of getting around, apart from walking, that is.
0:26:28 > 0:26:31But, if you pull up for a coffee, watch out,
0:26:31 > 0:26:34because it can cost you a packet.
0:26:34 > 0:26:37If you're a regular visitor to Paris,
0:26:37 > 0:26:41you'll be wearily accustomed to the notion that drinking anything...
0:26:41 > 0:26:43Ah, merci beaucoup!
0:26:43 > 0:26:46..on the terrace of a cafe trebles the cost.
0:26:46 > 0:26:50Thankfully, in some places, that tradition is beginning to change.
0:26:50 > 0:26:55Even so, you could still be forking out up to six euros for a coffee
0:26:55 > 0:26:57instead of two if you sit at the bar.
0:26:57 > 0:27:00But old Parisian customs are changing,
0:27:00 > 0:27:03and that is also true when it comes to hotels.
0:27:03 > 0:27:07With nearly 2,000 in the city, competition between them means
0:27:07 > 0:27:10that if you follow Simon's last bit of advice,
0:27:10 > 0:27:12you can save while you sleep.
0:27:12 > 0:27:16A few years ago, I found it tricky to get a decent Paris hotel room
0:27:16 > 0:27:20for under 100 euros a night. But, these days, it seems hoteliers are
0:27:20 > 0:27:24prepared to negotiate, so don't be shy about bargaining.
0:27:24 > 0:27:29You might get the same room on a quiet night for 60 or 70 euros,
0:27:29 > 0:27:31so you can spend the difference on indulgence.
0:27:36 > 0:27:39Earlier in the programme, we went out with a team of Barcelona
0:27:39 > 0:27:42police to capture the culprits that have earned the city the unwelcome
0:27:42 > 0:27:45reputation of being the pickpocketing capital of Europe.
0:27:45 > 0:27:48And, as we join them now, listen out for some tips to make sure that
0:27:48 > 0:27:51wherever you're heading on your next holiday, you won't end up having
0:27:51 > 0:27:53your belongings pinched.
0:27:58 > 0:28:01We're back on police patrol in Barcelona,
0:28:01 > 0:28:05at one of the city's busiest tourist attractions, Casa Batllo.
0:28:05 > 0:28:10Undercover cop Ana works for the local Catalonian urban police team.
0:28:10 > 0:28:15Her job is to catch the criminals who surround tourists like wasps
0:28:15 > 0:28:17and, today, there are rich pickings.
0:28:19 > 0:28:25This lady is carrying her own bag in the back, with two zips.
0:28:25 > 0:28:26It's perfect.
0:28:26 > 0:28:31They're distracted, they are taking pictures, they are having fun.
0:28:31 > 0:28:35And what the perfect professional pickpocket looks for is opening
0:28:35 > 0:28:37the zip and taking anything from inside.
0:28:38 > 0:28:43And, in no time at all, Ana spots two very familiar faces.
0:28:43 > 0:28:45We first saw them earlier in the programme
0:28:45 > 0:28:46in another part of Barcelona.
0:28:46 > 0:28:50Two girls previously arrested for pickpocketing on the city's Metro
0:28:50 > 0:28:54and, as a result, currently banned from travelling on it.
0:28:54 > 0:28:56Ana had advised the girls to go home.
0:28:59 > 0:29:00But they didn't take the hint,
0:29:00 > 0:29:03instead, simply moving to a different part of town.
0:29:03 > 0:29:06And now it seems they're heading underground.
0:29:06 > 0:29:08Remember that they act in the Metro.
0:29:08 > 0:29:12If the girls do head underground and Ana catches them at it,
0:29:12 > 0:29:13she can arrest them.
0:29:13 > 0:29:16But the girls have seen Ana and made a run for it.
0:29:16 > 0:29:18Now, they are nowhere to be seen.
0:29:18 > 0:29:20Bad luck. Bad luck again.
0:29:20 > 0:29:24It's reckoned Barcelona has at least 200 pickpockets operating each day.
0:29:24 > 0:29:28In this city of tourists, there are so many targets
0:29:28 > 0:29:31and so many unattended bags and mobile phones,
0:29:31 > 0:29:33especially in cafes like this one.
0:29:33 > 0:29:36The pickpockets acting in restaurants,
0:29:36 > 0:29:41what they will look is inside these kind of restaurants.
0:29:41 > 0:29:48These two people is writing with a computer, so they won't be able
0:29:48 > 0:29:53to see if anyone take the bag from the side.
0:29:54 > 0:29:58Thieves distracting diners is a common way to steal bags and there's
0:29:58 > 0:30:01another long-practised trick that all tourists should be aware of.
0:30:01 > 0:30:06This first table, the two women have a telephone on the table.
0:30:06 > 0:30:08There's another kind of pickpocket.
0:30:08 > 0:30:13They use paper, they write anything, like,
0:30:13 > 0:30:17"I am poor, I need to eat, give me a coin."
0:30:17 > 0:30:22So, they show the paper written, asking for the coin,
0:30:22 > 0:30:25they put it on the table, on the telephone,
0:30:25 > 0:30:29and when they take it off, the telephone is here.
0:30:30 > 0:30:33But not all tourists are sitting ducks.
0:30:33 > 0:30:36Many holiday-makers, having heard of the dangers, have come
0:30:36 > 0:30:38fully-prepared, or, at least,
0:30:38 > 0:30:40with a heightened sense of personal security.
0:30:40 > 0:30:42I have my money in my pocket, here,
0:30:42 > 0:30:45which is only in a small wallet, but I've wrapped it around paper
0:30:45 > 0:30:47and tickets and all sorts of things.
0:30:47 > 0:30:51My partner made this before we came.
0:30:51 > 0:30:53It was supposed to hold a mobile phone as well,
0:30:53 > 0:30:55but that wasn't a success.
0:30:55 > 0:30:56He designed it, I sewed it.
0:31:00 > 0:31:02Really, the only precaution I take is that I will put my wallet in my
0:31:02 > 0:31:06front pocket. In America, I wear it in the back pocket.
0:31:07 > 0:31:11I've got a bag here with some personal belongings and the like,
0:31:11 > 0:31:15and what I do is, just like my wife, I keep it in front of me,
0:31:15 > 0:31:18and I keep my arm over it, and that seems to do the trick.
0:31:18 > 0:31:21My wife is calling this a man purse.
0:31:21 > 0:31:24I don't agree with that, but it seems to be working.
0:31:26 > 0:31:28Ana is on the move again.
0:31:28 > 0:31:30She's permanently on the lookout for criminals.
0:31:30 > 0:31:34In a city of over five million, with almost 11.5 million tourists
0:31:34 > 0:31:36each year, that's a challenge.
0:31:36 > 0:31:41But Ana never forgets a face and she soon comes across several more that
0:31:41 > 0:31:45she and her colleagues think they recognise from the police database.
0:31:45 > 0:31:49I saw three, but I'm not sure.
0:31:49 > 0:31:52Ana thinks that she recognises one of the men, not as a pickpocket,
0:31:52 > 0:31:55but as someone recently detained for another crime.
0:31:55 > 0:31:59So, once she's confirmed that he is indeed who she thinks he is
0:31:59 > 0:32:01by checking the police's official list,
0:32:01 > 0:32:03she's allowed to stop and search him.
0:32:12 > 0:32:15It seems Ana was right to be concerned.
0:32:15 > 0:32:19This man from Morocco was recently arrested for drugs trafficking, and,
0:32:19 > 0:32:23after checking police records, Ana discovers that his visa has run out.
0:32:23 > 0:32:26He's hanging out with somebody else Ana recognises.
0:32:26 > 0:32:28A man who she hasn't seen for a while
0:32:28 > 0:32:31but who police records confirm used to be a pickpocket.
0:32:31 > 0:32:35So, she's allowed to stop and search him to see whether he has
0:32:35 > 0:32:37any stolen possessions on him.
0:32:37 > 0:32:41He's been arrested before, five times doing pickpockets.
0:32:41 > 0:32:44Two or three years ago. Now he's good, he says.
0:32:46 > 0:32:48The Spanish national police arrive
0:32:48 > 0:32:50to take the other man in for questioning.
0:32:52 > 0:32:58When we saw them, we thought that these faces were familiar to us.
0:32:58 > 0:33:01That's why we're stopping.
0:33:01 > 0:33:05By now, it's mid-afternoon and Ana heads back to the Casa Batllo,
0:33:05 > 0:33:08as this is the time the pickpockets start to get busy.
0:33:08 > 0:33:10In terms of personal safety,
0:33:10 > 0:33:13Barcelona is among the top five safest cities in Europe.
0:33:13 > 0:33:18It's low-level street crime that creates problems for tourists and,
0:33:18 > 0:33:21yet again, in a busy crowd, Ana spots another two people that
0:33:21 > 0:33:25the police force class as repeat offenders.
0:33:25 > 0:33:29Two people, two women, young women, one blonde, one dark.
0:33:29 > 0:33:34With their shirts, blue, red and white, over there.
0:33:34 > 0:33:36Two women.
0:33:36 > 0:33:40Ana says these well-dressed women have been known to steal from
0:33:40 > 0:33:42wealthy tourists, and once she's checked that the girls
0:33:42 > 0:33:45are on the official police list, she's in hot pursuit.
0:33:50 > 0:33:53Normally, they steal inside shops.
0:33:54 > 0:33:59They steal wallets from inside the bags.
0:34:01 > 0:34:02We've got them there.
0:34:02 > 0:34:06Ana wants to stop the pair before they go into any more shops,
0:34:06 > 0:34:09potentially to steal, but, as before, she has to check
0:34:09 > 0:34:11they are definitely on the police's most wanted list
0:34:11 > 0:34:13before she can stop and search them.
0:34:13 > 0:34:17If she then finds stolen goods on them, she can arrest them.
0:34:30 > 0:34:36They're in the city centre trying to steal any wallet from any bank.
0:34:36 > 0:34:40As you can see, they are well-dressed, they are friendly,
0:34:40 > 0:34:44they are nice people, but they are pickpockets.
0:34:44 > 0:34:46It's their profession.
0:34:46 > 0:34:48Like the women that Ana confronted earlier,
0:34:48 > 0:34:51these two are carrying a range of useful disguises,
0:34:51 > 0:34:54the sort typically employed by any pickpocket.
0:34:54 > 0:34:56We're again looking for some...
0:34:57 > 0:35:00..anything that is not theirs, any wallet,
0:35:00 > 0:35:06any document from any victim, but nothing for the moment.
0:35:07 > 0:35:12Nothing. We have the shirt, one jacket to change of colour...
0:35:16 > 0:35:18Nothing here.
0:35:18 > 0:35:20The women have no stolen property in their bags,
0:35:20 > 0:35:23but Ana wants them to know that she and her team
0:35:23 > 0:35:25are keeping tabs on them.
0:35:27 > 0:35:32What they do is go into shops, expensive shops, probably Gucci,
0:35:32 > 0:35:38Emporio or Chanel, they go inside, open bags from victims
0:35:38 > 0:35:40and take the wallet from inside.
0:35:40 > 0:35:44Despite protesting their innocence, the way they answer our producer's
0:35:44 > 0:35:48next question certainly sounds like some sort of confession.
0:35:53 > 0:35:55But, for now, as the women have got nothing on them,
0:35:55 > 0:35:56Ana has to let them go.
0:35:56 > 0:35:58We weren't lucky again.
0:35:59 > 0:36:01Well, she says she was unlucky, but, in fact,
0:36:01 > 0:36:05even in the time we'd been with her, Ana's managed to spot no less than
0:36:05 > 0:36:07seven previously convicted pickpockets
0:36:07 > 0:36:10in Barcelona's busy streets.
0:36:10 > 0:36:13Every day, you're in the middle of the city,
0:36:13 > 0:36:17just having a look and, suddenly, between the crowd,
0:36:17 > 0:36:23you can see two pickpockets working in front of you and the job begins.
0:36:23 > 0:36:26So, every day is similar to this.
0:36:28 > 0:36:31So, while today she's made no arrests, those Ana has stopped
0:36:31 > 0:36:34have been given a clear warning that she's on their tails,
0:36:34 > 0:36:37and by confronting or pursuing them, she hopes she'll at least
0:36:37 > 0:36:41have stopped tourists in the immediate vicinity from having
0:36:41 > 0:36:42their valuables stolen.
0:36:42 > 0:36:45Better yet, you've been able to pick up some tips to make sure that
0:36:45 > 0:36:49whichever city you visit next, no pickpocket will be getting
0:36:49 > 0:36:51their hands on your stuff either.
0:36:56 > 0:36:59Rip-Off Britain's pop-up shop is back in business.
0:37:02 > 0:37:05This time, we took our team of experts to Manchester's bustling
0:37:05 > 0:37:10Trafford Centre to hear more of your problems, face-to-face.
0:37:10 > 0:37:14Now, there is absolutely nothing to stop you going to court.
0:37:15 > 0:37:19Being a victim of a crime is made all the worse if it happens while
0:37:19 > 0:37:22you're on your holidays and a recent survey found no less than
0:37:22 > 0:37:26a third of us have had an item stolen whilst we were away.
0:37:26 > 0:37:28Pamela Handy, for one.
0:37:28 > 0:37:32But, as she discovered, getting your insurance company to pay out
0:37:32 > 0:37:34for your loss isn't always easy,
0:37:34 > 0:37:36so she's come to see Simon Calder for advice.
0:37:36 > 0:37:38- Pamela.- Yes, hello.
0:37:38 > 0:37:40You were the victim of a theft on holiday.
0:37:40 > 0:37:44- Tell me about it.- Yes, we were burgled whilst on holiday.
0:37:44 > 0:37:47Presumably some high value items were stolen?
0:37:47 > 0:37:51Yes, they were small laptops that both my sons had, and a phone,
0:37:51 > 0:37:53and my husband's Kindle.
0:37:54 > 0:37:57Enough. Well, as soon as Pamela got home,
0:37:57 > 0:37:59she made a claim on her holiday insurance,
0:37:59 > 0:38:01which she got through her bank account.
0:38:01 > 0:38:05But, although the company agreed to pay out, there was a catch.
0:38:05 > 0:38:07Tell me what happened, Pamela?
0:38:07 > 0:38:10Well, we approached the bank and they said we had to pay four lots of
0:38:10 > 0:38:14excesses, which was quite high, so we said, "Well, why?"
0:38:14 > 0:38:18Because if we were burgled at home, regardless of what they take,
0:38:18 > 0:38:20it's just one excess.
0:38:20 > 0:38:23By the time Pamela had paid four lots of excess,
0:38:23 > 0:38:26it wouldn't leave much to cover the cost of all those electrical items
0:38:26 > 0:38:28that had been stolen.
0:38:28 > 0:38:30And what was the insurance company's response?
0:38:31 > 0:38:35They just said that's the way their policy operated,
0:38:35 > 0:38:38but it was actually with our own bank account.
0:38:38 > 0:38:41When it comes to thefts on travel insurance,
0:38:41 > 0:38:45they are getting tougher and tougher, because they say,
0:38:45 > 0:38:47"Well, we get an awful lot of fraudulent claims
0:38:47 > 0:38:50"and that pushes the price up, and the only way
0:38:50 > 0:38:54"we can afford to cope with that is if we keep the amount we pay out
0:38:54 > 0:38:55"as low as we possibly can."
0:38:55 > 0:39:00The problem, I think, is that when you get travel insurance through
0:39:00 > 0:39:02a financial provider, like a bank,
0:39:02 > 0:39:05had you studied all the terms and conditions on it?
0:39:05 > 0:39:09- No, but, then, who does? - Right, exactly. Nobody does,
0:39:09 > 0:39:11even though, of course, you're supposed to.
0:39:11 > 0:39:15But you'll find, I imagine, that the home insurance
0:39:15 > 0:39:19and the travel insurance have very different levels of cover.
0:39:19 > 0:39:24Pamela's insurance was part of a so-called packaged bank account,
0:39:24 > 0:39:28where, for a fee, you get a variety of other services.
0:39:28 > 0:39:30But, according to the Financial Ombudsman Service,
0:39:30 > 0:39:34such accounts are the country's second most complained about
0:39:34 > 0:39:38financial product and that's often because the insurance policies
0:39:38 > 0:39:42that come with it didn't quite give the cover you'd expect.
0:39:42 > 0:39:45Now, of course, it's all very easy to say, "Read the small print before
0:39:45 > 0:39:48"you take out insurance," but Simon is very wary of forking out for
0:39:48 > 0:39:52anything that doesn't deliver, and he takes a different tack.
0:39:52 > 0:39:55So, can I just tell you, Pamela, what I do with travel insurance?
0:39:55 > 0:40:00- Yes.- Well, I don't have any insurance for any valuables whatsoever,
0:40:00 > 0:40:03because I guess I've heard too many cases like yours,
0:40:03 > 0:40:07where something really valuable goes missing and you don't get any joy
0:40:07 > 0:40:09from the travel insurance company,
0:40:09 > 0:40:12so I just get a very basic family policy,
0:40:12 > 0:40:15£60 for the four of us, and that is really just to cover
0:40:15 > 0:40:18emergency medical stuff.
0:40:18 > 0:40:21That really helps to keep the cost of the insurance down.
0:40:21 > 0:40:25It also means you're less inclined to take expensive stuff abroad,
0:40:25 > 0:40:28where it might, very sadly, as you found, go missing.
0:40:29 > 0:40:33Well, in the end, Pamela stuck to her guns and did not pay her insurer
0:40:33 > 0:40:37for all those excess charges, and, to avoid any further hassle,
0:40:37 > 0:40:40she replaced her stolen goods by buying second-hand instead.
0:40:41 > 0:40:45Many of you who came to see us spoke about similar hidden charges,
0:40:45 > 0:40:50whether it's insurance excesses or even charges for air conditioning.
0:40:50 > 0:40:53And when Simon went out and about during our pop-up event,
0:40:53 > 0:40:57he heard of another charge that families really ought not to pay.
0:40:57 > 0:40:59What at the moment annoys you about flying?
0:40:59 > 0:41:02Well, when we went to Tenerife this time, we travelled
0:41:02 > 0:41:04with my two daughters, who are nine and ten,
0:41:04 > 0:41:06and we all got separated on the plane,
0:41:06 > 0:41:11so my nine-year-old had to sit on her own and I was three rows behind,
0:41:11 > 0:41:13my mum was right at the front of the plane,
0:41:13 > 0:41:14and I didn't think that was right.
0:41:14 > 0:41:16Right. I don't know what airline it was,
0:41:16 > 0:41:20but under Civil Aviation Authority rules,
0:41:20 > 0:41:24any child under 12 has to be sat next to a parent.
0:41:24 > 0:41:29That might possibly be in the seat in front, but within easy range.
0:41:29 > 0:41:33If there'd been an emergency, which, of course, is extremely rare,
0:41:33 > 0:41:36your first thought is, "I've got to look after my children."
0:41:36 > 0:41:39If that ever happens to you again, make sure that you say,
0:41:39 > 0:41:43"Sorry, civil aviation rules mean that you have to seat us together."
0:41:43 > 0:41:46Well, we're going away again in six weeks, and, this time, I thought,
0:41:46 > 0:41:49"I'm not risking it." We pre-booked seats.
0:41:49 > 0:41:50Well, maybe that's what they...
0:41:50 > 0:41:52So, in a way, I suppose they've got more money out of us.
0:41:52 > 0:41:55Exactly, I'm lucky enough to have two daughters
0:41:55 > 0:41:58and I wouldn't pay a penny to sit next to them!
0:41:58 > 0:42:00Not that I don't like them, but it's just you don't need to.
0:42:00 > 0:42:03So, I'm sorry that happened to you, but don't let it happen again.
0:42:03 > 0:42:05- Thank you.- Thank you.- Thank you.
0:42:10 > 0:42:13If you've got a story you'd like us to investigate,
0:42:13 > 0:42:18then get in touch with us via our Facebook page, BBC Rip-Off Britain,
0:42:18 > 0:42:21our website, bbc.co.uk/ripoffbritain,
0:42:21 > 0:42:23or e-mail us at...
0:42:26 > 0:42:29Or, if you want to send us a letter,
0:42:29 > 0:42:31then our new address is...
0:42:43 > 0:42:46Well, the cautionary tales that we've heard today really are
0:42:46 > 0:42:49a reminder that you do need to keep your wits about you at all times,
0:42:49 > 0:42:51even when you're away on holiday.
0:42:51 > 0:42:55You just never know when some sort of opportunist or thief might be
0:42:55 > 0:42:57there to take advantage of you.
0:42:57 > 0:42:59But what I did find really interesting during the programme and
0:42:59 > 0:43:03reassuring, was all the work that Ana and her team in Barcelona are
0:43:03 > 0:43:06doing to get one step ahead of the pickpockets and stop them before
0:43:06 > 0:43:08they steal anything.
0:43:08 > 0:43:11I thought it was fabulous to see how she's always on the lookout and,
0:43:11 > 0:43:15as you can tell, it really is true that she never, ever forgets a face.
0:43:15 > 0:43:21- Julia.- A talent I only wish I shared and don't get me started on names.
0:43:21 > 0:43:23But that's all we've got time for today.
0:43:23 > 0:43:26We hope your next trip is relaxed and incident-free,
0:43:26 > 0:43:30but if for whatever reason it's not, please do let us know and it might
0:43:30 > 0:43:33be your experience we're sharing on a future programme.
0:43:33 > 0:43:36For now, though, it's hasta la vista from us.
0:43:36 > 0:43:38- Bye.- Bye.- Bye-bye.