0:00:02 > 0:00:05We asked you who's left you feeling ripped off when it comes to your
0:00:05 > 0:00:09holidays, and you came back with a catalogue of travel disasters.
0:00:09 > 0:00:12When we got to the hotel, it wasn't to the standard.
0:00:12 > 0:00:15We felt totally ripped off. We paid to move somewhere else.
0:00:15 > 0:00:18It happens all the time, that somebody else has paid less
0:00:18 > 0:00:21for the holiday that I've paid more for.
0:00:21 > 0:00:25So whether it's a deliberate rip-off, a simple mistake,
0:00:25 > 0:00:27or indeed a catch in the small print,
0:00:27 > 0:00:31we'll find out why you are out of pocket and what you can do about it.
0:00:32 > 0:00:35Your stories, your money - this is Rip Off Britain.
0:00:38 > 0:00:41Hello, and thank you so much once again for joining us here
0:00:41 > 0:00:43on Rip Off Britain, which, throughout this series,
0:00:43 > 0:00:46is coming to you from sunny Tenerife.
0:00:46 > 0:00:48- Yes!- Because we're going to be looking into some of the problems
0:00:48 > 0:00:51that you've had with holiday and travel.
0:00:51 > 0:00:54And, today, well, we're really going to get our teeth into
0:00:54 > 0:00:56three shocking stories.
0:00:56 > 0:00:58Stories that, one way or another,
0:00:58 > 0:01:02all involve a promise that hasn't been kept and, as a result,
0:01:02 > 0:01:04holidays have been left in tatters.
0:01:04 > 0:01:08And some of you have been left seriously out of pocket.
0:01:08 > 0:01:10Which is not a good position to be in.
0:01:10 > 0:01:12But, you know, for whatever reason the company you trusted
0:01:12 > 0:01:14when booking, either a key part of the holiday
0:01:14 > 0:01:18or indeed the whole thing, simply hasn't delivered on its part
0:01:18 > 0:01:19of the bargain.
0:01:19 > 0:01:23So the question is - did they ever have any intention of doing so,
0:01:23 > 0:01:25or was the whole thing simply a scam?
0:01:25 > 0:01:28Well, that's certainly what the people who have lost out
0:01:28 > 0:01:30want to know and I promise you, we'll be doing our very best
0:01:30 > 0:01:34- to find out.- Yep. That's one promise you can definitely rely on.
0:01:34 > 0:01:36And, of course, along the way,
0:01:36 > 0:01:38we'll be making sure that by sharing these experiences,
0:01:38 > 0:01:40the same things don't happen to you,
0:01:40 > 0:01:43so that when you hand over your money,
0:01:43 > 0:01:45it's to someone you know you can trust.
0:01:47 > 0:01:49Coming up, the airport meet-and-greet companies
0:01:49 > 0:01:52promising safe and secure parking.
0:01:52 > 0:01:55But, instead, leaving cars in fields or by the side of a road.
0:01:55 > 0:01:57And that's not even the worst of it.
0:01:58 > 0:02:01He basically came to us, said, "Look, your car's in one piece,
0:02:01 > 0:02:03"but, I'm sorry, we have damaged it."
0:02:03 > 0:02:05I was like, "What do you mean you've damaged it?"
0:02:05 > 0:02:09And the bogus holiday companies out to steal your cash.
0:02:09 > 0:02:12They got this couple's, so let's keep their hands off yours.
0:02:12 > 0:02:15I was just in a mess when I spoke to Dan.
0:02:16 > 0:02:19It's just one of the worst things, you know.
0:02:23 > 0:02:26All too often, the start of a holiday can be absolutely
0:02:26 > 0:02:30full of last-minute stresses, as you rush to get to the airport on time.
0:02:30 > 0:02:32And, of course, if you're going to be parking your car there as well,
0:02:32 > 0:02:35well, that can add a whole extra layer of hassle.
0:02:35 > 0:02:38Especially if you've got lots of bags that you need to carry,
0:02:38 > 0:02:40or you need a shuttle bus, for instance,
0:02:40 > 0:02:43to take you back and forth from the car park.
0:02:43 > 0:02:46Well, a solution to all of that has come from the rapid growth
0:02:46 > 0:02:49of airport meet-and-greet services,
0:02:49 > 0:02:53where you'll be met at the terminal by a company that will then park the
0:02:53 > 0:02:57car for you and you can then just head straight off to check-in.
0:02:57 > 0:03:00And the same thing happens of course in reverse at the end of your trip.
0:03:00 > 0:03:04You are met with your car and you can be swiftly on your way home.
0:03:05 > 0:03:09Unfortunately, what happens to your car in between dropping it off
0:03:09 > 0:03:12and then picking up the keys at the end of your holiday
0:03:12 > 0:03:15may not always be quite what you'd think.
0:03:15 > 0:03:19And you might assume your vehicle is being left safe and secure
0:03:19 > 0:03:23while you're away. In some cases, it just could be that
0:03:23 > 0:03:25while you've been on holiday, actually your car has
0:03:25 > 0:03:27been having more fun than you have.
0:03:30 > 0:03:336:30am on a South Manchester housing estate
0:03:33 > 0:03:36and city council neighbourhood officer Pete O'Brien
0:03:36 > 0:03:38is on the lookout.
0:03:40 > 0:03:44Right, we're just going to check a location that is popular for use by
0:03:44 > 0:03:46some of the...
0:03:47 > 0:03:50..unlicensed meet-and-greet parking companies.
0:03:50 > 0:03:52For the past year, he's been keeping a close eye on some of
0:03:52 > 0:03:57the meet-and-greet services that operate out of Manchester Airport.
0:03:57 > 0:03:59They've promised holiday-makers that there are cars will be
0:03:59 > 0:04:04securely parked whilst they're away, but Pete's found that instead,
0:04:04 > 0:04:08a number of them will be left on the side of the road, in fields,
0:04:08 > 0:04:10even in pub car parks.
0:04:10 > 0:04:12In the peak periods of August,
0:04:12 > 0:04:15there will be whole streets that are taken up by basically what are
0:04:15 > 0:04:19holiday-makers' cars, holiday-makers who think they've parked them
0:04:19 > 0:04:24in a secure car park, but, actually, when they hand
0:04:24 > 0:04:26the cars over to the drivers, they're often just parked
0:04:26 > 0:04:30in locations such as this on your right.
0:04:30 > 0:04:33Pete is part of a surveillance team that's been set up by the council
0:04:33 > 0:04:35following complaints from holiday-makers
0:04:35 > 0:04:37who've had their cars returned in a worse state
0:04:37 > 0:04:41than when they left them, as well as from disgruntled residents fed up
0:04:41 > 0:04:45with other people's cars crowding the streets where they live.
0:04:48 > 0:04:52There's a pub here which is used by the companies.
0:04:52 > 0:04:56We can drive in there now unchecked.
0:04:58 > 0:05:01And this is not manned.
0:05:01 > 0:05:04It's not patrolled, it's not CCTV.
0:05:04 > 0:05:07It's certainly not secure, because we've just driven into it.
0:05:07 > 0:05:09Pete and his colleagues are finding that certain
0:05:09 > 0:05:12meet-and-greet companies repeatedly leave customers' cars
0:05:12 > 0:05:15in locations such as this.
0:05:15 > 0:05:19This car here is probably a driver's car,
0:05:19 > 0:05:21because they've got hi-vis jackets on.
0:05:21 > 0:05:24Often, they'll say it's airport approved logo on the back,
0:05:24 > 0:05:28which it isn't. There isn't such a scheme.
0:05:28 > 0:05:31Car parks like this one probably aren't where owners
0:05:31 > 0:05:34would have expected their vehicles to end up.
0:05:34 > 0:05:37And certainly not after they paid a company to take it somewhere that's
0:05:37 > 0:05:39being sold as secure.
0:05:42 > 0:05:45There's a group of cars there on our right that we know
0:05:45 > 0:05:50this is a location very favoured by several of these companies.
0:05:50 > 0:05:53It's no more secure than leaving it on any residential street.
0:05:53 > 0:05:55Drive it yourself and park your car,
0:05:55 > 0:05:58cos that's effectively what these guys are doing,
0:05:58 > 0:06:01but they're charging you for the privilege.
0:06:01 > 0:06:03Pete is concerned that many holiday-makers may not have
0:06:03 > 0:06:06fully researched the meet-and-greet company with whom
0:06:06 > 0:06:08they've trusted their car.
0:06:08 > 0:06:10And if anything should go missing from the vehicle,
0:06:10 > 0:06:13or it gets damaged, they may discover too late
0:06:13 > 0:06:15that they're not insured.
0:06:15 > 0:06:17If something does happen to your car, whether it be a dent,
0:06:17 > 0:06:20or a scratch, cos of the nature in which they've parked them,
0:06:20 > 0:06:23or possessions go missing from your car,
0:06:23 > 0:06:27sadly you'll find that your car is not covered on your own
0:06:27 > 0:06:29personal insurance in most cases.
0:06:31 > 0:06:34And that's something that Mark Robins and his partner Michelle,
0:06:34 > 0:06:37from Blackpool, found out the hard way after choosing
0:06:37 > 0:06:41a Manchester meet-and-greet company called Airport Parking Solutions
0:06:41 > 0:06:44when they went on holiday last summer.
0:06:44 > 0:06:46We got a last-minute deal, so we thought, why not?
0:06:46 > 0:06:48Yeah, it was really cheap. Somewhere nice and hot.
0:06:48 > 0:06:50We both had a week off work.
0:06:50 > 0:06:52- The only trouble was how we were going to get there.- Yeah.
0:06:52 > 0:06:55So we ended up going for a luxury chauffeur service.
0:06:55 > 0:06:57Meet-and-greet at the airport.
0:06:57 > 0:06:59What a liability that turned out to be.
0:06:59 > 0:07:02Following the usual instructions for this sort of service,
0:07:02 > 0:07:05Mark and Michelle rang the company when they were on their way to the
0:07:05 > 0:07:07airport, so that they'd be met by the representative
0:07:07 > 0:07:10who would then drive their car away.
0:07:10 > 0:07:14They came, did the damage check around the car, made me sign,
0:07:14 > 0:07:16but I didn't know where they'd parked the car
0:07:16 > 0:07:18or anything like that.
0:07:18 > 0:07:21When we were actually in Greece, I was nervous as to where the car was,
0:07:21 > 0:07:23if it was going to be there when we got back,
0:07:23 > 0:07:25if any damage was going to happen to it.
0:07:25 > 0:07:28And those fears proved well-founded.
0:07:28 > 0:07:31They basically came to us, said, "Look, your car's in one piece,
0:07:31 > 0:07:33"but, I'm sorry, we have damaged it."
0:07:33 > 0:07:35I was like, "What do you mean you've damaged it?"
0:07:35 > 0:07:38All the paint work above the wheel was all scratched,
0:07:38 > 0:07:40the rear fog lamp was all broke.
0:07:40 > 0:07:43It was my first car, I'd only bought it in March.
0:07:43 > 0:07:45I've had to pay for the damage myself.
0:07:45 > 0:07:47It's literally cost me £200.
0:07:47 > 0:07:49I've e-mailed them numerous times after that.
0:07:49 > 0:07:52But nothing's ever been done.
0:07:52 > 0:07:53It's absolutely disgusting.
0:07:55 > 0:07:58The meet-and-greet company that Mark used has been dissolved
0:07:58 > 0:08:00and is no longer trading.
0:08:00 > 0:08:03However, it's not just returning cars damaged that's given
0:08:03 > 0:08:06some meet-and-greet companies a bad name.
0:08:06 > 0:08:09The timekeeping of a number of their drivers can leave a lot to be
0:08:09 > 0:08:13desired, too, as Jimmy Pennington from Lancashire discovered
0:08:13 > 0:08:16when waiting to have his car collected.
0:08:16 > 0:08:20My five-year-old daughter's first holiday.
0:08:20 > 0:08:24It's mine and my wife's first holiday for a good eight, ten years.
0:08:25 > 0:08:27Obviously, with having the five-year-old daughter,
0:08:27 > 0:08:32she was very excited, as we all were. The first family holiday.
0:08:32 > 0:08:35Now, of course, the whole point of a meet-and-greet service
0:08:35 > 0:08:37is to make arriving at the terminal easier.
0:08:37 > 0:08:40But that wasn't what happened.
0:08:40 > 0:08:41You wouldn't believe it, honestly.
0:08:41 > 0:08:44Got to the airport, nobody there.
0:08:44 > 0:08:47Rang them, got told five minutes.
0:08:49 > 0:08:50Waited ten.
0:08:50 > 0:08:55We were stood there worrying and getting extremely angry and upset.
0:08:55 > 0:08:5864 phone calls later, finally they turned up,
0:08:58 > 0:09:01an hour and a half later, five of them getting out of a Micra.
0:09:01 > 0:09:03We had to leg it into the airport to check-in.
0:09:03 > 0:09:06Literally within two minutes of getting through the terminal
0:09:06 > 0:09:09they were calling us to get on the plane.
0:09:09 > 0:09:12And things weren't much better when they flew home in the early hours of
0:09:12 > 0:09:16the morning and had to wait two hours for their car to be returned.
0:09:16 > 0:09:19My wife were in tears.
0:09:19 > 0:09:22Daughter was extremely upset because it was that cold.
0:09:22 > 0:09:25We'd gone from 44 degrees down to about ten degrees.
0:09:25 > 0:09:27Promised on the phone you'll get your money back
0:09:27 > 0:09:29and we'll compensate you.
0:09:29 > 0:09:32Wife's finally got the money back.
0:09:32 > 0:09:35No mention of any compensation or owt.
0:09:35 > 0:09:37It's just absolutely scandalous.
0:09:38 > 0:09:42Delayed collections and drop-offs like this have become common
0:09:42 > 0:09:45at airports across the country, but they're causing particular problems
0:09:45 > 0:09:48here at Manchester's Terminal 1.
0:09:48 > 0:09:51We're approaching the departures area for Manchester Airport.
0:09:52 > 0:09:56It's one of the busiest terminals in the country.
0:09:56 > 0:09:58With the meet-and-greet companies,
0:09:58 > 0:10:02they will tell their customers to wait in the drop-off area, but,
0:10:02 > 0:10:07invariably, they're often 15, 20 minutes late, sometimes an hour,
0:10:07 > 0:10:08sometimes longer.
0:10:08 > 0:10:11Some people have missed their flights waiting for them.
0:10:11 > 0:10:15But what the airport can't allow is for customers to park their cars in
0:10:15 > 0:10:17this drop-off area indefinitely,
0:10:17 > 0:10:21so they have to, in effect, circle round, rejoin the queue.
0:10:21 > 0:10:25Sure enough, Pete soon spots a driver desperately driving
0:10:25 > 0:10:28round and round in order to find the meet-and-greet company
0:10:28 > 0:10:30that he's booked.
0:10:30 > 0:10:32How long have you been waiting, may I ask you?
0:10:32 > 0:10:35Yeah. Been going around about four times.
0:10:35 > 0:10:38- You've been around four times? - 40 minutes. It's stressful.
0:10:38 > 0:10:40Kids are waiting on the side of the road.
0:10:40 > 0:10:42But, there we go.
0:10:42 > 0:10:44Now, of course, even the best meet-and-greet businesses
0:10:44 > 0:10:48may occasionally get stuck in traffic, but while at the airport,
0:10:48 > 0:10:51we also came across a representative of one company who was keen
0:10:51 > 0:10:54to put across an industry perspective.
0:10:54 > 0:10:56If it weren't for companies like us, it would be a lot more chaos
0:10:56 > 0:10:59outside the airport, because there'd be nowhere for them to park.
0:10:59 > 0:11:02There's not enough space. And that's it, that's why we're trying
0:11:02 > 0:11:04to do it. We are late with our customers sometimes.
0:11:04 > 0:11:05We can't help it. We always apologise.
0:11:05 > 0:11:07We compensate if we are very more late.
0:11:07 > 0:11:10There are cowboy companies out there that we can't compete with, but
0:11:10 > 0:11:13they're doing low prices and parking cars on car parks in pubs and things
0:11:13 > 0:11:15like that. That is nothing to do with us.
0:11:15 > 0:11:19We've got secure land, 24-hour operation and,
0:11:19 > 0:11:23apart from a bit of lateness, we're a very successful business.
0:11:23 > 0:11:27But such explanations don't hold much weight with Pete O'Brien.
0:11:27 > 0:11:31It creates that illusion, and that's what it is, an illusion,
0:11:31 > 0:11:33that this is somehow an official...
0:11:33 > 0:11:36It's an approved, airport-approved company.
0:11:36 > 0:11:39They're not. They have no more right...
0:11:39 > 0:11:42In fact, they have no right to conduct business transactions
0:11:42 > 0:11:44on this drop-off area.
0:11:44 > 0:11:46And that's something that the police,
0:11:46 > 0:11:49the airport's own police,
0:11:49 > 0:11:54are looking to start being more rigorous about how we address this.
0:11:54 > 0:11:57Pete and his team are hoping that by working with the
0:11:57 > 0:11:59meet-and-greet companies and issuing warnings
0:11:59 > 0:12:01instead of criminal proceedings,
0:12:01 > 0:12:04they can be encouraged to operate away from the terminal itself.
0:12:04 > 0:12:07But he can see why these services have such appeal.
0:12:09 > 0:12:14Company websites will say - "Our uniformed, professional,
0:12:14 > 0:12:17"courteous chauffeur will pick up your car".
0:12:17 > 0:12:19And that does happen on many occasions.
0:12:19 > 0:12:21There are some reputable companies.
0:12:21 > 0:12:24What you often see is people with very expensive cars,
0:12:24 > 0:12:27sometimes £50-60,000 worth of assets,
0:12:27 > 0:12:29effectively handing a set of keys over to somebody
0:12:29 > 0:12:30who they've never met.
0:12:30 > 0:12:33Their prized possession has just been handed over
0:12:33 > 0:12:37to somebody who they've not even confirmed who they are.
0:12:37 > 0:12:40Back out on patrol and Pete's visiting a spot that he says
0:12:40 > 0:12:44is another one frequently used by meet-and-greet companies.
0:12:44 > 0:12:47If you follow me, just through this gap in the trees,
0:12:47 > 0:12:51you'll see there is what is effectively a farmer's field
0:12:51 > 0:12:55full of 20, 30, 40 parked cars, and probably more.
0:12:55 > 0:12:58They're in an open field, it's certainly not secure,
0:12:58 > 0:13:02no razor wire, obviously not patrolled or floodlit.
0:13:02 > 0:13:05Locations like this explain why some cars supposedly parked
0:13:05 > 0:13:09in a secure environment have been returned by meet-and-greet companies
0:13:09 > 0:13:11covered in mud.
0:13:11 > 0:13:14But it's not just the council cracking down on this.
0:13:14 > 0:13:17Trading Standards is also investigating companies
0:13:17 > 0:13:20that it suspects aren't telling customers the truth
0:13:20 > 0:13:22about where their cars are parked.
0:13:22 > 0:13:25We dropped a car off that had a GPS tracker in the car.
0:13:26 > 0:13:30And that GPS tracker enables us to look where that car actually
0:13:30 > 0:13:32was going to.
0:13:32 > 0:13:35In this case, we could track the car.
0:13:35 > 0:13:37It didn't actually go to a secure car park,
0:13:37 > 0:13:41it was just parked up on a road in the local area
0:13:41 > 0:13:43for the duration of our stay.
0:13:44 > 0:13:49CCTV cameras have also proved that cars parked on residential streets
0:13:49 > 0:13:52are being dropped off and picked up by meet-and-greet drivers.
0:13:54 > 0:13:57So if you're booking an airport meet-and-greet service,
0:13:57 > 0:14:00Pete has tips on how to tell which companies you can trust
0:14:00 > 0:14:02with the keys to your car.
0:14:02 > 0:14:04So the message to customers, A is -
0:14:04 > 0:14:07check who you're booking with.
0:14:07 > 0:14:09Do you know who they are? Can you trust them?
0:14:09 > 0:14:12Do you know exactly where your car's going to be parked?
0:14:12 > 0:14:15Is it secure, or is it open access?
0:14:15 > 0:14:17Is it Park Mark approved?
0:14:17 > 0:14:20And, does your own personal insurance cover you
0:14:20 > 0:14:22for the use of some of these companies?
0:14:22 > 0:14:25You'll find it easy to make those checks if you're flying in or out
0:14:25 > 0:14:29of Gatwick as there's a list of approved meet-and-greet suppliers
0:14:29 > 0:14:31on the airport's website.
0:14:31 > 0:14:33And in Manchester, the council and police are considering
0:14:33 > 0:14:36doing something similar. For now, though,
0:14:36 > 0:14:40they're working with Pete and his team and the airport itself
0:14:40 > 0:14:43to make sure that holiday-makers booking a meet-and-greet service
0:14:43 > 0:14:47get what they paid for, and to stop residents having their
0:14:47 > 0:14:51streets clogged up with cars that simply shouldn't be there.
0:14:57 > 0:15:00Now each year, I'm afraid, millions of pounds are lost to fraudsters
0:15:00 > 0:15:03who've set up websites that look like they're selling
0:15:03 > 0:15:07genuine flights or holidays, but, in fact, they're doing no such thing.
0:15:07 > 0:15:09So could you spot the difference and tell which sites
0:15:09 > 0:15:12are scams and which are actually the real deal?
0:15:12 > 0:15:16Well, I have to tell you, it's not always as easy as you might think.
0:15:16 > 0:15:18Particularly when, as you'll see,
0:15:18 > 0:15:21one of the main things that we're often told to look out for
0:15:21 > 0:15:23can in itself be abused.
0:15:23 > 0:15:26So stand by for some really good pointers on how to make sure that it
0:15:26 > 0:15:29won't be your cash that they get their hands on the next time.
0:15:29 > 0:15:33And look out for names of some businesses that are definitely
0:15:33 > 0:15:34ones to avoid.
0:15:36 > 0:15:39Thanks to its mix of beautiful beaches and adventure,
0:15:39 > 0:15:42the resorts of Western Africa have become increasingly popular
0:15:42 > 0:15:45destinations for Brits, especially in the winter.
0:15:48 > 0:15:50And after recommendations from friends,
0:15:50 > 0:15:54it seemed the ideal choice for Cara Reid and her boyfriend Dan.
0:15:55 > 0:15:57This is quite a big deal for us
0:15:57 > 0:16:00because it was going to be our last holiday before, hopefully,
0:16:00 > 0:16:02trying to move in together.
0:16:02 > 0:16:05But we've had quite a few trialling times over the last couple of years.
0:16:05 > 0:16:07I've spent a lot of time in hospital,
0:16:07 > 0:16:12and we just really both wanted to make something special for us.
0:16:12 > 0:16:15To add to the excitement, as Cara started planning the trip,
0:16:15 > 0:16:18she kept it all a big secret from Dan.
0:16:18 > 0:16:20I was like a little schoolgirl
0:16:20 > 0:16:23because I was actually doing it as a surprise for Dan.
0:16:23 > 0:16:27And it certainly was a surprise, but not in the way that she hoped.
0:16:27 > 0:16:30After searching online, Cara found a website not only offering
0:16:30 > 0:16:33what looked like a decent prices, but that also displayed
0:16:33 > 0:16:36the Atol logo, which she found very reassuring.
0:16:36 > 0:16:40After all, it's usually cited as one of the key things to check for when
0:16:40 > 0:16:44choosing who to travel with as it means you will be protected
0:16:44 > 0:16:45if things go wrong.
0:16:45 > 0:16:48And, as the company name was one that she'd heard of before,
0:16:48 > 0:16:51she felt confident enough to find out more.
0:16:52 > 0:16:55One of the companies that I recognised was
0:16:55 > 0:16:57the Travel Zone company.
0:16:57 > 0:17:01And I thought I'd use that one because I didn't recognise
0:17:01 > 0:17:04any of the others, and I thought I was being safe.
0:17:04 > 0:17:07And I clicked on the Travel Zone website
0:17:07 > 0:17:09and it brought up a box saying -
0:17:09 > 0:17:11please contact one of our customer care team.
0:17:12 > 0:17:15On calling the number, Cara was told she would be contacted
0:17:15 > 0:17:18by one of the team's Africa specialists.
0:17:18 > 0:17:21And, sure enough, within half an hour, a Mr Dave Smith
0:17:21 > 0:17:25called her back and started running through the available deals
0:17:25 > 0:17:27that the company had on offer.
0:17:27 > 0:17:30He seemed to know what best airline to go with
0:17:30 > 0:17:33and he was very reassuring when I was asking him questions
0:17:33 > 0:17:38about the flight, so I had no reason to doubt him in any way.
0:17:38 > 0:17:41He sent me an invoice to break down the flights and everything
0:17:41 > 0:17:44to make sure that I was happy with it.
0:17:44 > 0:17:46He said, "Read through it, read through the legal terms
0:17:46 > 0:17:48"before you're happy to go ahead."
0:17:48 > 0:17:53It was Travel Zone's logos with the Atol protection and everything,
0:17:53 > 0:17:57so I didn't think anything of it.
0:17:57 > 0:18:01Dave Smith offered Cara two return flights to the Gambia
0:18:01 > 0:18:07for £876, plus a £100 deposit to secure their accommodation.
0:18:07 > 0:18:09Now, although not the cheapest deal she'd found,
0:18:09 > 0:18:11the price was still a good one.
0:18:11 > 0:18:13So, following his instructions,
0:18:13 > 0:18:16Cara transferred the money directly into Dave Smith's bank account.
0:18:18 > 0:18:21I just assumed that was the way the company operated,
0:18:21 > 0:18:26that it was just their director's name that the account was in.
0:18:26 > 0:18:27I thought I was getting a good deal,
0:18:27 > 0:18:31but it wasn't ridiculously good to make you think twice about it,
0:18:31 > 0:18:33to think, "No, this is too good to be true."
0:18:35 > 0:18:38As soon as Cara was e-mailed a booking confirmation
0:18:38 > 0:18:42with all the details, she finally revealed her plans to Dan.
0:18:42 > 0:18:45It was amazing, the fact we were going somewhere so exotic
0:18:45 > 0:18:48and extreme, it was fantastic, it was brilliant.
0:18:48 > 0:18:50Something that we both really wanted to do.
0:18:52 > 0:18:56With several months still to go before they were due to fly,
0:18:56 > 0:18:59Cara then decided to really push the boat out and upgrade
0:18:59 > 0:19:01to first class seats on the flight.
0:19:01 > 0:19:04But when she called the airline to see if that was possible,
0:19:04 > 0:19:07she couldn't quite believe what she was told.
0:19:08 > 0:19:11I gave them all the reference numbers and she said,
0:19:11 > 0:19:13"We had a booking for you.
0:19:13 > 0:19:14"Your flights were cancelled, though,
0:19:14 > 0:19:16"shortly after they were booked."
0:19:16 > 0:19:19And I went, "What do you mean they were cancelled?
0:19:19 > 0:19:21"I haven't cancelled them."
0:19:21 > 0:19:23I just absolutely broke down in tears
0:19:23 > 0:19:27and I just knew that something then wasn't right.
0:19:28 > 0:19:31Hoping that there had been just some mistake,
0:19:31 > 0:19:33Cara immediately dialled the number for the travel consultant
0:19:33 > 0:19:36that she'd spoken to, Mr Dave Smith.
0:19:36 > 0:19:38I tried ringing the two different numbers
0:19:38 > 0:19:42and it just wasn't responding at all.
0:19:42 > 0:19:43I was just in a mess.
0:19:43 > 0:19:47When I spoke to Dan, I just didn't know how to break it to him
0:19:47 > 0:19:50because I just felt like I'd failed us both.
0:19:50 > 0:19:51And...
0:19:54 > 0:19:55Yeah, so...
0:19:59 > 0:20:01It's just one of the worst things, you know.
0:20:04 > 0:20:06Well, with radio silence from Dave Smith,
0:20:06 > 0:20:09Cara called the company she thought that she'd booked with.
0:20:09 > 0:20:12And although this time she did manage to get through to someone,
0:20:12 > 0:20:15the bad news, I'm afraid, got worse.
0:20:15 > 0:20:18Dan found another number for Travel Zone, a different one,
0:20:18 > 0:20:20by searching online.
0:20:20 > 0:20:27And that's when I rang that number and had a second bombshell dropped.
0:20:29 > 0:20:33It turned out that the company she was speaking to now, Travel Zone,
0:20:33 > 0:20:36wasn't in fact the one she'd booked her holiday with.
0:20:36 > 0:20:41She'd been duped by a copycat site calling itself Just Travel Zone.
0:20:41 > 0:20:45It had used as many of the details of the real company as it could,
0:20:45 > 0:20:47including its Atol number.
0:20:47 > 0:20:50But it now seemed clear that hoping customers wouldn't notice
0:20:50 > 0:20:52the subtle difference in the two company names,
0:20:52 > 0:20:56Just Travel Zone had set up shop with the sole intention
0:20:56 > 0:20:58of stealing unsuspecting people's money.
0:21:01 > 0:21:05Here's one of my e-mails, confirmation of booking,
0:21:05 > 0:21:08from what I thought was Travel Zone.
0:21:08 > 0:21:11As you can see, there's the Travel Zone logo,
0:21:11 > 0:21:13the Atol protection.
0:21:13 > 0:21:18"Total financial protection, your holiday is safe with us."
0:21:18 > 0:21:21Cara and Dan are particularly upset by the way a genuine Atol number
0:21:21 > 0:21:24had been hijacked by the scammers,
0:21:24 > 0:21:29giving their site an authenticity and seemingly no reason to doubt it.
0:21:29 > 0:21:30Everything seems to be in place,
0:21:30 > 0:21:33so it's not like anything we could have done.
0:21:33 > 0:21:36You think you're dealing with the right people.
0:21:37 > 0:21:41The real Travel Zone told Cara that others had been hoodwinked
0:21:41 > 0:21:45in exactly the same way and advised her to go to the police.
0:21:45 > 0:21:47And although she did that, she's not been able to recover
0:21:47 > 0:21:49any of the £976 she lost.
0:21:51 > 0:21:54Eventually, the letter came through to say that
0:21:54 > 0:21:56because it was a bank transfer,
0:21:56 > 0:21:59it was as good as giving them my money.
0:21:59 > 0:22:03There was nothing more they could do unless I was to pay more money out
0:22:03 > 0:22:08to get solicitors and courts involved, which I haven't got.
0:22:08 > 0:22:12Detective Chief Inspector Andy Fyfe is Head of Crime at
0:22:12 > 0:22:14the National Fraud Intelligence Bureau.
0:22:14 > 0:22:19For him, stories like Cara and Dan's are depressingly familiar.
0:22:19 > 0:22:23The average loss reported to us is around £3,000 or more.
0:22:23 > 0:22:29Throughout 2015 we had some 4,200 reports made to us of this nature.
0:22:29 > 0:22:32For the first eight months of 2016,
0:22:32 > 0:22:35we've had already 7,000 reports made to us,
0:22:35 > 0:22:38so the problem just appears to be growing and growing.
0:22:39 > 0:22:42DCI Fyfe says that the bogus website that fooled Cara
0:22:42 > 0:22:46operated in much the same way as one which he and his team succeeded in
0:22:46 > 0:22:50removing from the web last year called Dreams Travel.
0:22:51 > 0:22:55When you look into behind the initial screen,
0:22:55 > 0:22:57which itself appears quite nice,
0:22:57 > 0:23:00then you start to recognise some of the key things to look out for.
0:23:00 > 0:23:05The phone number listed just went to a dead phone number line,
0:23:05 > 0:23:08and the address that these people claim to operate from,
0:23:08 > 0:23:12it turns out they didn't have office premises there whatsoever.
0:23:12 > 0:23:15When we were able to identify who had set up the website
0:23:15 > 0:23:17and the details they had used,
0:23:17 > 0:23:21we were able to demonstrate that they were fake details,
0:23:21 > 0:23:26so those factors, we were able to use to...
0:23:26 > 0:23:28get cooperation from the domain registrar
0:23:28 > 0:23:31to have this website suspended.
0:23:31 > 0:23:34But if you only remember one thing that should set your alarm bells
0:23:34 > 0:23:37ringing, it's advice that we've flagged up before -
0:23:37 > 0:23:39always avoid paying by bank transfer,
0:23:39 > 0:23:42unless it's to somebody you know.
0:23:42 > 0:23:45You, as a customer, are at risk of simply losing your money,
0:23:45 > 0:23:49paying into a bank account from which your money can be diverted
0:23:49 > 0:23:50very, very quickly,
0:23:50 > 0:23:53and you have very little chance of recovering your money.
0:23:55 > 0:24:00Meanwhile, the Civil Aviation Authority has taken the unusual step
0:24:00 > 0:24:04of publishing a list of seven bogus online holiday companies
0:24:04 > 0:24:06that it says you shouldn't use.
0:24:06 > 0:24:08The list includes Just Travel Zone,
0:24:08 > 0:24:11but it seems all these businesses have taken money for
0:24:11 > 0:24:14flights or holidays that they haven't delivered.
0:24:14 > 0:24:18So the message from DCI Fyfe is to keep your wits about you when next
0:24:18 > 0:24:20booking a holiday online.
0:24:20 > 0:24:23And if you spot a company you've been dealing with on this list,
0:24:23 > 0:24:26then get in touch with the CAA or Atol direct,
0:24:26 > 0:24:28before going any further,
0:24:28 > 0:24:31and certainly before handing over any of your money.
0:24:33 > 0:24:36Well, we tried getting in touch with Just Travel Zone, of course,
0:24:36 > 0:24:38but I'm afraid we didn't get a response,
0:24:38 > 0:24:41although it does appear the website is still taking bookings under
0:24:41 > 0:24:43a different name.
0:24:43 > 0:24:46Meanwhile, the real, legitimate Travel Zone,
0:24:46 > 0:24:51a long-established business, has reiterated two key pieces of advice.
0:24:51 > 0:24:55Firstly, that you should think twice about using any company that's
0:24:55 > 0:24:57unable to make a card payment.
0:24:57 > 0:25:00And secondly, reminding us all that too often
0:25:00 > 0:25:05an especially good deal can turn out to be too good to be true.
0:25:05 > 0:25:08The Civil Aviation Authority underlined that last point, too,
0:25:08 > 0:25:12while going on to say that cracking down on websites that falsely claim
0:25:12 > 0:25:16to hold an Atol licence is a very difficult challenge,
0:25:16 > 0:25:19with many of the sites operated from overseas.
0:25:19 > 0:25:23It recommends customers check a company really is Atol-protected,
0:25:23 > 0:25:26in which case an Atol certificate should be issued as soon as you've
0:25:26 > 0:25:28paid up any money.
0:25:29 > 0:25:31As for Dan and Cara,
0:25:31 > 0:25:34I'm afraid all they can do now is start saving for their next holiday,
0:25:34 > 0:25:36and when they come to book it,
0:25:36 > 0:25:39they will certainly do things very differently.
0:25:39 > 0:25:41I think that's one of the biggest lessons
0:25:41 > 0:25:42I've learnt from all of this,
0:25:42 > 0:25:46is definitely to question where your money's going to
0:25:46 > 0:25:47and whom it's going to.
0:25:47 > 0:25:50If you're dealing with a company and they are asking you to do
0:25:50 > 0:25:53a bank transfer, definitely really think about who you're
0:25:53 > 0:25:56parting your money with, and look into it further
0:25:56 > 0:25:57before you let it go.
0:26:03 > 0:26:05Still to come on Rip Off Britain,
0:26:05 > 0:26:08I join a viewer trying to track down the villa
0:26:08 > 0:26:10he's booked and paid for in Tenerife.
0:26:10 > 0:26:13Will we find it, or has he been scammed?
0:26:13 > 0:26:15- I've not heard of... - Not heard of that villa?
0:26:15 > 0:26:17No, or that company.
0:26:17 > 0:26:18And how long have you been here?
0:26:18 > 0:26:19I've been here now about 20 years.
0:26:19 > 0:26:22- Oh, goodness, well, you really would know, wouldn't you?- Yes.
0:26:22 > 0:26:23- Yeah, yeah.- Yeah.
0:26:27 > 0:26:31Travel expert Simon Calder has all the secrets to save you money
0:26:31 > 0:26:33on your travels, along with tips on everything
0:26:33 > 0:26:37from how to avoid the crowds to the best way to steer clear of
0:26:37 > 0:26:38those tourist traps.
0:26:39 > 0:26:42This time, some tips on driving abroad.
0:26:45 > 0:26:48I don't have a car at home in Britain,
0:26:48 > 0:26:50but abroad, I'll often rent one.
0:26:50 > 0:26:52But I always do my homework.
0:26:53 > 0:26:55Now, most of us might check rental rates through
0:26:55 > 0:26:58a price comparison website, and Simon does, too,
0:26:58 > 0:27:02but after hearing too many stories about scams on everything from
0:27:02 > 0:27:03fuel charges to insurance,
0:27:03 > 0:27:07he doesn't then just simply click through to book.
0:27:07 > 0:27:11Quaintly, I then phone a couple of well-known firms
0:27:11 > 0:27:16to get the best deal and establish certainty of the fuel policy,
0:27:16 > 0:27:18insurance and the cost of a second driver.
0:27:22 > 0:27:26Another way Simon sometimes gets a better deal is by not booking a car
0:27:26 > 0:27:28until he's actually on his holiday.
0:27:29 > 0:27:32Often, I won't rent a car from the airport -
0:27:32 > 0:27:35instead, I'll take public transport or a cab downtown
0:27:35 > 0:27:38and pick up a car at the city centre office.
0:27:38 > 0:27:41That way, you avoid any airport surcharge.
0:27:41 > 0:27:44Also, after a long transatlantic flight,
0:27:44 > 0:27:47it's best to have the benefit of a good night's sleep
0:27:47 > 0:27:49before you take to the wheel.
0:27:53 > 0:27:56So, you're a good driver, you stick to the speed limit,
0:27:56 > 0:27:59you observe all the rules on parking,
0:27:59 > 0:28:03so, when you're driving abroad, what could possibly go wrong?
0:28:03 > 0:28:05Well, in some countries,
0:28:05 > 0:28:09drinking even the smallest amount of alcohol can very easily get you on
0:28:09 > 0:28:13the wrong side of the law if you're planning to get behind the wheel.
0:28:13 > 0:28:16Alcohol and driving don't mix, of course.
0:28:16 > 0:28:20By international standards, the UK is actually fairly lenient.
0:28:20 > 0:28:24In many countries, a pint of beer is enough to tip you over the limit.
0:28:24 > 0:28:28In Hungary, the blood alcohol limit is a big fat zero,
0:28:28 > 0:28:31so, if you've had a few drinks the night before,
0:28:31 > 0:28:33don't start driving at breakfast time.
0:28:33 > 0:28:36In Germany, anyone who's been driving for less than two years
0:28:36 > 0:28:39must also be alcohol-free.
0:28:39 > 0:28:42Elsewhere, even one drink could get you into bother
0:28:42 > 0:28:44and the fine could be more than you think.
0:28:44 > 0:28:49In Denmark, a motorist caught with a blood alcohol content above 0.05
0:28:49 > 0:28:54faces a fine in proportion to their salary and the amount they've drunk.
0:28:58 > 0:29:01Now, more often than not, when things go wrong on holiday,
0:29:01 > 0:29:03it's a reputable company that's slipped up,
0:29:03 > 0:29:06but, as we know only too well on this programme,
0:29:06 > 0:29:10sometimes the whole thing has been an out-and-out scam from the start,
0:29:10 > 0:29:12and I'm sorry to say that every year,
0:29:12 > 0:29:15holiday-makers are being left out of pocket to the tunes of
0:29:15 > 0:29:16millions of pounds,
0:29:16 > 0:29:18thanks to fraudsters coming up with new ways to
0:29:18 > 0:29:20trick them out of their cash.
0:29:20 > 0:29:22When we heard about this next case,
0:29:22 > 0:29:26what particularly stood out was the way it seemed to fly in the face of
0:29:26 > 0:29:29the advice we always give about paying for things -
0:29:29 > 0:29:30use your credit card -
0:29:30 > 0:29:32because, in this case,
0:29:32 > 0:29:35that didn't turn out to be the safety net you might expect.
0:29:35 > 0:29:38So, listen out for some advice to make sure you don't fall for
0:29:38 > 0:29:40the same scam.
0:29:41 > 0:29:44Guaranteed sunshine all year round,
0:29:44 > 0:29:47sandy beaches and just a short flight away,
0:29:47 > 0:29:50Tenerife is a firm favourite with the British.
0:29:50 > 0:29:53More of us visit the islands than any other nationality.
0:29:53 > 0:29:56And, of course, it's where we've come to capture some sunshine while
0:29:56 > 0:29:58filming this latest series.
0:30:00 > 0:30:03Dean Goldsmith from Birmingham is one of many holiday-makers
0:30:03 > 0:30:06who return to the island again and again.
0:30:06 > 0:30:08We've been six or seven times before.
0:30:08 > 0:30:12We enjoyed, like, the late sunshine of the evening, erm,
0:30:12 > 0:30:14the warmth, and the food's good.
0:30:14 > 0:30:16So good in fact that, a year ago,
0:30:16 > 0:30:19Dean and his wife started planning another visit,
0:30:19 > 0:30:21this time hiring a villa with friends.
0:30:21 > 0:30:23With the six of us travelling together,
0:30:23 > 0:30:25we thought it would be nice with a nice outside terrace
0:30:25 > 0:30:26and private pool.
0:30:26 > 0:30:29Taking the lead, Dean spent some time searching online
0:30:29 > 0:30:32for the perfect villa in the perfect spot,
0:30:32 > 0:30:35and he thought he'd found exactly that on a website called
0:30:35 > 0:30:37sunnycanaryislands.com.
0:30:37 > 0:30:40I was looking for a villa in Costa Adeje,
0:30:40 > 0:30:43and on the home page, this one...this one came up.
0:30:43 > 0:30:45So I clicked on, had a look, erm...
0:30:45 > 0:30:48The photos were amazing.
0:30:48 > 0:30:50The four-bedroom villa was everything they were looking for,
0:30:50 > 0:30:54so Dean was keen to snap up the deal of 1,600 euros
0:30:54 > 0:30:56for an eight-night stay,
0:30:56 > 0:30:58but before going ahead with the booking,
0:30:58 > 0:31:01Dean e-mailed Sunny Canary to make sure the villa was
0:31:01 > 0:31:03in a really good location.
0:31:04 > 0:31:06I asked him the location of the villa
0:31:06 > 0:31:10and he e-mailed me back and sent me a link on a map,
0:31:10 > 0:31:13with a pin pinpointing exactly where the villa was,
0:31:13 > 0:31:17which was close to the water park and suited us.
0:31:17 > 0:31:21What's more, the company also offered Dean a discount, 10% off,
0:31:21 > 0:31:23if he paid the whole amount upfront,
0:31:23 > 0:31:27meaning the price came down to 1,440 euros.
0:31:27 > 0:31:30Sunny Canary would also throw in free airport transfers,
0:31:30 > 0:31:34so, once the fee for cleaning and a security deposit were added on,
0:31:34 > 0:31:37the total to pay was 1,680 euros.
0:31:41 > 0:31:42We thought we'd got a really good deal -
0:31:42 > 0:31:44you know, with the 10% added on as well,
0:31:44 > 0:31:47it just put everything into place, really.
0:31:47 > 0:31:52It was the perfect location, erm, and everything was good.
0:31:52 > 0:31:54There were several options for making the payment
0:31:54 > 0:31:57and Dean went for the one he knew would be safest,
0:31:57 > 0:31:59using his credit card.
0:31:59 > 0:32:01I opted for a credit card payment, erm,
0:32:01 > 0:32:06due to the fact that I know you get a bit of a guarantee with that.
0:32:06 > 0:32:08I wasn't sure about PayPal,
0:32:08 > 0:32:12but I know you get insurance and stuff with your credit card.
0:32:13 > 0:32:14Booking complete,
0:32:14 > 0:32:17Dean e-mailed the company for an exact address so he could show
0:32:17 > 0:32:20the others where the villa was located,
0:32:20 > 0:32:22but there was no response.
0:32:22 > 0:32:24After about a week of not hearing anything back
0:32:24 > 0:32:27off Sunny Canary Island, I decided to go on the website.
0:32:27 > 0:32:29It then came up with a message saying,
0:32:29 > 0:32:31"This website no longer exists,"
0:32:31 > 0:32:34which made us feel quite anxious.
0:32:35 > 0:32:39And things only got worse when he did a further search online.
0:32:39 > 0:32:43The reviews were stating people were turning up at the airport,
0:32:43 > 0:32:45and no transfer was there.
0:32:45 > 0:32:48They were getting taxis from the airport to the supposed place
0:32:48 > 0:32:52where the villas were, and the villas weren't there.
0:32:52 > 0:32:55If it was happening to other people, then the truth behind it is
0:32:55 > 0:32:57it's likely to be happening to us as well.
0:32:57 > 0:33:02So, at that stage, it made us feel very concerned and...
0:33:02 > 0:33:05we thought we could be in a bit of trouble here.
0:33:05 > 0:33:08Dean contacted his credit card company MBNA
0:33:08 > 0:33:11to say he suspected he'd been a victim of fraud,
0:33:11 > 0:33:15and to see if there was any way he could get his money back,
0:33:15 > 0:33:18but the company's response wasn't quite what he'd hoped for.
0:33:18 > 0:33:20The credit card company initially said to me
0:33:20 > 0:33:24that there's nothing they can do until I actually go to Tenerife
0:33:24 > 0:33:28and the villa isn't there and the transfer isn't there.
0:33:28 > 0:33:32Despite the reviews suggesting Sunny Canary wasn't all it appeared to be,
0:33:32 > 0:33:36Dean would effectively have to prove to the credit card company
0:33:36 > 0:33:37that there was no villa,
0:33:37 > 0:33:40and that no-one had come to pick him up as arranged,
0:33:40 > 0:33:43which of course meant he'd have to go to Tenerife knowing he was
0:33:43 > 0:33:44unlikely to get what he'd paid for.
0:33:47 > 0:33:49I don't think it's fair the credit card company make you travel,
0:33:49 > 0:33:52that I have to go out there to prove that this is fraudulent.
0:33:53 > 0:33:55A pint of lager and a pint of mild, please.
0:33:55 > 0:33:57Three weeks before they were due to take off,
0:33:57 > 0:34:00we caught up with Dean and his friend Richard,
0:34:00 > 0:34:02and they had a difficult decision to make.
0:34:02 > 0:34:05I thought by paying by credit card, we'd be safe.
0:34:05 > 0:34:07It seems a bit ridiculous, really, doesn't it?
0:34:07 > 0:34:11- Got to go out there to prove that the accommodation's not there.- Yeah.
0:34:11 > 0:34:14So we're stuck between a rock and a hard place, really.
0:34:14 > 0:34:15Erm...
0:34:15 > 0:34:17If we don't fly out there,
0:34:17 > 0:34:19then we can't prove to the credit card company that it's fraudulent,
0:34:19 > 0:34:21and we also lose our flight money.
0:34:21 > 0:34:22If we do fly out there,
0:34:22 > 0:34:24then obviously we've got the extra expense of
0:34:24 > 0:34:25booking alternative accommodation.
0:34:25 > 0:34:28Something they lose-lose situation,
0:34:28 > 0:34:30and while you can see both sides on this one,
0:34:30 > 0:34:34personal finance expert Sarah Pennells tends to sympathise with
0:34:34 > 0:34:36Dean's frustration.
0:34:36 > 0:34:39I can see the point that the credit card company is trying to make,
0:34:39 > 0:34:42which is they will pay out if there's been breach of contract,
0:34:42 > 0:34:45and, I guess, until you find that you haven't got a holiday,
0:34:45 > 0:34:48the contract hasn't been breached, technically.
0:34:48 > 0:34:51But I do think it's a bit of a box-ticking exercise,
0:34:51 > 0:34:55because it seems to me there's an awful lot of information that shows
0:34:55 > 0:34:59that this villa booking hasn't been made, and that, therefore,
0:34:59 > 0:35:02Dean and the others haven't got the holidays they were expecting.
0:35:04 > 0:35:05Well, in the end,
0:35:05 > 0:35:08Dean and his friends decided they would fly to Tenerife,
0:35:08 > 0:35:11but, with no confidence that the villa they booked would be waiting
0:35:11 > 0:35:15for them, they paid for alternative accommodation, just in case,
0:35:15 > 0:35:18and if, as they suspected, the villa didn't exist,
0:35:18 > 0:35:21Dean would finally be able to prove to his credit card company that
0:35:21 > 0:35:23he really had been ripped off.
0:35:24 > 0:35:26Now, by a stroke of luck,
0:35:26 > 0:35:29the dates he was going to Tenerife coincided with when we were there
0:35:29 > 0:35:33filming, so I was able to meet him as he set off to search for
0:35:33 > 0:35:34the elusive villa,
0:35:34 > 0:35:37with only the name and the street it's supposedly on to help him.
0:35:37 > 0:35:40'Would it exist after all, and, if not,
0:35:40 > 0:35:43'would he get the proof he needed to get his money back?'
0:35:44 > 0:35:46- Hi, Dean.- Hi, Julia.
0:35:46 > 0:35:48- Lovely to see you.- Nice to meet you.
0:35:48 > 0:35:51Now, the first piece of luck is that we have come to the right road,
0:35:51 > 0:35:55- I think, because if you look up there, Avenida Europa.- Oh, yeah.
0:35:55 > 0:35:57- Yes, that's correct. - That's all right, isn't it?
0:35:57 > 0:35:59- You've got the details, I believe, on you, have you?- I have, yeah.
0:35:59 > 0:36:03"Villa Eugenio, Avenue Europa, Tenerife, Canary Islands."
0:36:03 > 0:36:06OK, so we know we're in the right street.
0:36:06 > 0:36:08- It looks like it's quite a long one...- Mm-hmm.
0:36:08 > 0:36:12- ..so I suggest we go in our car together...- OK.
0:36:12 > 0:36:14..and you can look out one way, I'll look out the other way
0:36:14 > 0:36:15and we'll see what we can see.
0:36:15 > 0:36:16Sounds good.
0:36:20 > 0:36:22'So, time to go on a villa hunt.'
0:36:24 > 0:36:28Let's keep our eyes peeled for the magic word, Eugenio.
0:36:28 > 0:36:34Ah, look. "San Eugenio Alto. Ocean View."
0:36:34 > 0:36:35Shall we stop and have a look?
0:36:35 > 0:36:36- Yeah. Why not?- Shall we?
0:36:36 > 0:36:39'It's similar enough to the name we're looking for to
0:36:39 > 0:36:42'make us think that we might at least be on the right track.'
0:36:42 > 0:36:43- Oh, hello.- Hi.
0:36:43 > 0:36:48This gentleman here is looking for a villa that he booked online.
0:36:48 > 0:36:50Villa Eugenio.
0:36:50 > 0:36:52- All right.- And what is this?
0:36:52 > 0:36:53This is Ocean View.
0:36:53 > 0:36:56But it's got the name Eugenio in it, hasn't it?
0:36:56 > 0:36:59- This is the area, San Eugenio. - Ah, OK.
0:36:59 > 0:37:02- Ah...- That's the area.- Yes.
0:37:02 > 0:37:05'So, the good news is the address given has a basis in reality,
0:37:05 > 0:37:08'with an area and a street name that really do exist,
0:37:08 > 0:37:13'but of the actual villa itself, as yet there's no sign at all.
0:37:13 > 0:37:17'And then, once again, we spot the magic word.'
0:37:17 > 0:37:20- Do you see it says "Oasis San Eugenio" there?- Oh, yeah.
0:37:20 > 0:37:22Shall we pop in there and see if they've ever heard of
0:37:22 > 0:37:26- this place that we think doesn't exist?- Yeah, why not? Yes.
0:37:26 > 0:37:29Sorry to interrupt your day.
0:37:29 > 0:37:30I booked a villa not long ago.
0:37:30 > 0:37:31Right.
0:37:31 > 0:37:34I've, sort of, being given the address as Villa Eugenio.
0:37:34 > 0:37:36- No, I've not heard of... - Not heard that villa?
0:37:36 > 0:37:38No, or that company.
0:37:38 > 0:37:39And how long have you been here?
0:37:39 > 0:37:40I've been here now about 20 years.
0:37:40 > 0:37:43- Oh, goodness, well, you really would know, wouldn't you?- Yes, yeah.
0:37:43 > 0:37:46- There's no address, there's no actual...- Not as such, is there?
0:37:46 > 0:37:47No number.
0:37:47 > 0:37:50- Because you wouldn't have just the name.- There'd be a number.- Yes.
0:37:50 > 0:37:52It'd have to be a number as well.
0:37:52 > 0:37:54You'd have to have an address number with it.
0:37:54 > 0:37:55Another clue, I think.
0:37:55 > 0:37:57- OK?- I think we might take advantage of your place...
0:37:57 > 0:37:59Not a problem, you're more than welcome.
0:37:59 > 0:38:00- Super.- It sounds like you need a pint.- Yeah.
0:38:00 > 0:38:02Come with me, I'll get you a pint on the house.
0:38:02 > 0:38:04- That sounds good.- How's that, eh?
0:38:04 > 0:38:07Well, by now, we'd been up and down the whole street,
0:38:07 > 0:38:10and it's clear that the villa is nowhere to be found.
0:38:10 > 0:38:13While we've reported many times on similar scams,
0:38:13 > 0:38:16where booked and paid for accommodation doesn't exist,
0:38:16 > 0:38:19usually the payments have been made by bank transfer,
0:38:19 > 0:38:22rather than, as at this time, by credit card.
0:38:22 > 0:38:25But, of course, the fact it offered a legitimate method of paying
0:38:25 > 0:38:28is what gave the site its credibility.
0:38:29 > 0:38:33It's certainly possible to find people who were very unhappy with
0:38:33 > 0:38:35this company and call the whole thing a scam,
0:38:35 > 0:38:38but they were able to pay by credit card,
0:38:38 > 0:38:40and so, therefore, many, if not all of them,
0:38:40 > 0:38:43would have got their money back from their card company.
0:38:43 > 0:38:46Now that could be part of the sophistication of this scam.
0:38:46 > 0:38:50'So, though he's had to come a long way to get it,
0:38:50 > 0:38:53'Dean does at last have the proof he hopes will be enough
0:38:53 > 0:38:56'to get his money back, so he gives the credit card company a call.'
0:38:57 > 0:39:02Yeah, what it is, it's a follow-up call regarding, erm,
0:39:02 > 0:39:05a disputed transaction from March.
0:39:05 > 0:39:07That's the one, yes, sunnycanaryislands.com, yeah.
0:39:07 > 0:39:11I've tried to ring the number that's actually on the booking form
0:39:11 > 0:39:12and it just rings out.
0:39:12 > 0:39:14There was no airport pick-up,
0:39:14 > 0:39:16which was what he promised with the booking, as well, so...
0:39:16 > 0:39:18I'm actually here at the moment, and we've walked up and down
0:39:18 > 0:39:21the street where the Villa Eugenio was supposed to be.
0:39:21 > 0:39:24There's absolutely nothing there at all. No, no.
0:39:24 > 0:39:25It is, yeah. Will do.
0:39:25 > 0:39:27Thank you.
0:39:27 > 0:39:29Cheers, then. Bye-bye. Bye.
0:39:29 > 0:39:33- And?- They want to just clarify that I've travelled to Tenerife
0:39:33 > 0:39:36and that the rip-off has occurred,
0:39:36 > 0:39:40and they've put a date of the 21st of November as the refund.
0:39:40 > 0:39:42- So, all's good.- Hurray.
0:39:42 > 0:39:45- So, how are you feeling now? - I'm feeling elated.
0:39:45 > 0:39:46Good.
0:39:46 > 0:39:49Well, you won't be at all surprised to hear that when we tried to
0:39:49 > 0:39:52contact the rental company sunnycanaryislands.com,
0:39:52 > 0:39:54we heard absolutely nothing back.
0:39:55 > 0:39:59But we also got in touch with Dean's credit card company, MBNA,
0:39:59 > 0:40:02to see why he had to go to such lengths to prove he'd been
0:40:02 > 0:40:05a victim of fraud, whether there were already so many others who
0:40:05 > 0:40:07appeared to have been let down.
0:40:07 > 0:40:11MBNA told us that it always supports customers in getting their
0:40:11 > 0:40:15money back whenever a supplier has not delivered a service as promised,
0:40:15 > 0:40:20but it reiterated that a refund can only be offered once the date
0:40:20 > 0:40:23the service was due to be provided has passed, and, in this case,
0:40:23 > 0:40:25that had to be the start of the holiday.
0:40:25 > 0:40:28But it confirmed...
0:40:34 > 0:40:37'But is there anything Dean could have done differently?
0:40:37 > 0:40:40'And how can the rest of us avoid falling for a similar scam?'
0:40:41 > 0:40:45I don't think there's any fail-safe way that will mean that nobody
0:40:45 > 0:40:48ever falls for a holiday booking scam in the future,
0:40:48 > 0:40:50but there are a couple of things that would have been
0:40:50 > 0:40:52red flags to me.
0:40:52 > 0:40:53One, definitely, was the price.
0:40:53 > 0:40:57I think, in all cases, the villa price was very good value,
0:40:57 > 0:40:59to put it mildly,
0:40:59 > 0:41:02and I think that, combined with a website that
0:41:02 > 0:41:06wasn't a household name, would have rung some alarm bells for me.
0:41:08 > 0:41:11But as well as being wary of a price that might be just too good to
0:41:11 > 0:41:14be true, or companies with unfamiliar names,
0:41:14 > 0:41:18you might also consider booking a full package from a tour operator
0:41:18 > 0:41:19with an Atol or Abta licence,
0:41:19 > 0:41:22meaning added protection if things go wrong.
0:41:22 > 0:41:25Or, if you're booking direct with the owners,
0:41:25 > 0:41:28it's a good idea to speak directly with them over the phone,
0:41:28 > 0:41:32and grill them about the property to help gauge how legitimate they are.
0:41:32 > 0:41:35Plus, ask them for their own contact details
0:41:35 > 0:41:37before you sign the rental contract.
0:41:41 > 0:41:44Well, Dean's obviously delighted to get his money back,
0:41:44 > 0:41:46but he's still ended up out of pocket
0:41:46 > 0:41:48after paying for extra accommodation,
0:41:48 > 0:41:50and the whole saga has shaken his confidence in
0:41:50 > 0:41:53booking a villa online in future.
0:41:53 > 0:41:54It's left me feeling quite vulnerable.
0:41:54 > 0:41:56I like to think of myself as experienced in
0:41:56 > 0:42:00booking accommodation abroad, which I've done for many years,
0:42:00 > 0:42:02but I was quite easily drawn in.
0:42:02 > 0:42:03Cheers.
0:42:09 > 0:42:11If you've got a story you'd like us to investigate,
0:42:11 > 0:42:14you can join in the conversation on our Facebook page -
0:42:14 > 0:42:16just look for BBC Rip Off Britain -
0:42:16 > 0:42:21or you can log onto our website, bbc.co.uk/ripoffbritain.
0:42:21 > 0:42:27If you'd like to send us an e-mail, then our address is...
0:42:27 > 0:42:31Or if you want to send us a letter, then our new address is...
0:42:42 > 0:42:44You know, we've been doing this series for
0:42:44 > 0:42:45- several years now, haven't we?- Yes.
0:42:45 > 0:42:49And I have to say, it never ceases to amaze any of us
0:42:49 > 0:42:52just how far those scammers are prepared to go,
0:42:52 > 0:42:55and indeed what lies they'll tell in order to get their
0:42:55 > 0:42:57hands on your cash.
0:42:57 > 0:42:59It really is extraordinary.
0:42:59 > 0:43:02And the other thing is how clever they've become.
0:43:02 > 0:43:05But, you know, hopefully we've given you some useful pointers,
0:43:05 > 0:43:08so that it's not your money they end up snaffling next.
0:43:08 > 0:43:12In particular, do make sure that you know as much as you can
0:43:12 > 0:43:14about who you're attempting to do business with.
0:43:14 > 0:43:17So, watch out for all those dodgy websites that
0:43:17 > 0:43:20the Civil Aviation Authority's warning us about.
0:43:20 > 0:43:23Absolutely. Don't just be tempted by whoever's offering
0:43:23 > 0:43:26the cheapest fare, particularly if it's a name you've never heard of.
0:43:26 > 0:43:29Double-check to see if they're above board.
0:43:29 > 0:43:31But that's where we've got to leave it for now.
0:43:31 > 0:43:34We'll see you again for a look at more of your stories very soon,
0:43:34 > 0:43:37but, for now, thanks for watching, and from all of us here...
0:43:37 > 0:43:39- Bye-bye.- Goodbye.- Goodbye.