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 > 0:00:11I thought it was a joke, I really did.
0:00:11 > 0:00:13You know, I started laughing.
0:00:13 > 0:00:15I said, "You cannot be serious."
0:00:15 > 0:00:18They were saying it was not their fault. It was unbelievable.
0:00:18 > 0:00:20I can't even explain.
0:00:20 > 0:00:22So, whether it's a deliberate rip-off,
0:00:22 > 0:00:25a simple mistake or a catch in the small print,
0:00:25 > 0:00:30we'll find out why you're out of pocket and what you can do about it.
0:00:30 > 0:00:32Your stories, your money.
0:00:32 > 0:00:34This is Rip-Off Britain.
0:00:36 > 0:00:39Hello and welcome to Rip-Off Britain, which this series is all
0:00:39 > 0:00:44about some of the disasters that you've told us you experienced while on holiday.
0:00:44 > 0:00:48Now, obviously we all hope our trips away will be hassle-free and full of
0:00:48 > 0:00:50sunshine, just like it is here in Tenerife,
0:00:50 > 0:00:53but occasionally, things do go wrong.
0:00:53 > 0:00:56Sometimes horrendously, as we're going to see.
0:00:56 > 0:00:59If, for instance, the situation in which you suddenly find yourself
0:00:59 > 0:01:02is especially serious or, worse still,
0:01:02 > 0:01:05puts the health of someone with whom you're travelling in jeopardy,
0:01:05 > 0:01:10finding someone to help to get things resolved is going to be your
0:01:10 > 0:01:13priority. But you're going to be miles from home on holiday,
0:01:13 > 0:01:16in a country that may have very different rules and regulations and,
0:01:16 > 0:01:19of course, an entirely different language.
0:01:19 > 0:01:22So it's not always going to be easy to get someone to resolve the
0:01:22 > 0:01:25- situation.- Actually quite a tricky position to be in and, of course,
0:01:25 > 0:01:28it won't help if what's likely to be your first port of call,
0:01:28 > 0:01:31in other words, the company you booked your travel with,
0:01:31 > 0:01:33doesn't necessarily see what's happened
0:01:33 > 0:01:36as anything whatsoever to do with them, which, I'm afraid,
0:01:36 > 0:01:39applies to some of the cautionary tales we're about to hear.
0:01:39 > 0:01:43And, you know, without someone on board to help or even just listen to
0:01:43 > 0:01:45you, the road to recovery can feel
0:01:45 > 0:01:48a very long one indeed, and very frustrating.
0:01:50 > 0:01:55Coming up, a nine-hour wait for a life-saving operation in Mexico,
0:01:55 > 0:01:58all because the insurance company back home couldn't confirm
0:01:58 > 0:02:00it would cover the cost.
0:02:00 > 0:02:03I thought my daughter might die here.
0:02:03 > 0:02:06If they don't pay up, we haven't got the funds to pay for this,
0:02:06 > 0:02:07what are we going to do?
0:02:08 > 0:02:12And which country's laws apply if you run into problems on a cruise?
0:02:12 > 0:02:15How this man's troubles with an onboard paint job
0:02:15 > 0:02:19threw up a surprise you might not realise when you take to the waves.
0:02:19 > 0:02:24Fumes were so seriously strong that it makes you feel not well,
0:02:24 > 0:02:26it affects your breathing.
0:02:26 > 0:02:28And I was extremely concerned.
0:02:32 > 0:02:35Now, wherever you are, if you have an accident or fall seriously ill,
0:02:35 > 0:02:39you're going to want to get treatment as quickly as possible,
0:02:39 > 0:02:40but when you're on holiday,
0:02:40 > 0:02:43the often inevitable hold-ups and finding the right hospital
0:02:43 > 0:02:45or waiting for a doctor to see you
0:02:45 > 0:02:47can be magnified by the complications
0:02:47 > 0:02:51of getting in touch with the insurance company back home that you
0:02:51 > 0:02:53hope will be covering the cost of the treatment you need.
0:02:53 > 0:02:57And when every second counts, as it did for the family we're about to
0:02:57 > 0:03:00meet, that kind of delay isn't just stressful,
0:03:00 > 0:03:04it could even make the ultimate difference to how things turn out.
0:03:08 > 0:03:11These holiday snaps with five-year-old Ellie centre stage
0:03:11 > 0:03:14should be a reminder of all the good times
0:03:14 > 0:03:17on the Whitfield family's recent trip to Mexico.
0:03:19 > 0:03:21But it's another image of Ellie from the holiday
0:03:21 > 0:03:23that brings back the most vivid memories -
0:03:23 > 0:03:25ones they'd like to forget.
0:03:30 > 0:03:32August 2016,
0:03:32 > 0:03:35and Ellie had been particularly looking forward to the trip as
0:03:35 > 0:03:39she was going to play a key role in her grandmother's wedding.
0:03:39 > 0:03:41Ellie was really excited to go on the holiday,
0:03:41 > 0:03:45we'd had it planned for a year and she was going to be bridesmaid.
0:03:46 > 0:03:50It was the furthest that the family had flown together, and with two
0:03:50 > 0:03:54children under five, mum Sophie was keen to get the right insurance.
0:03:55 > 0:03:59She searched on comparison websites and eventually plumped for a policy
0:03:59 > 0:04:02with the company insurefor.com
0:04:02 > 0:04:08..paying £22.42 for a single trip economy policy, which included free
0:04:08 > 0:04:12- cover for the children. - It was one of the cheapest,
0:04:12 > 0:04:13it seemed good value for money
0:04:13 > 0:04:16because it had a high level of cover,
0:04:16 > 0:04:19so if anything did go wrong, I know I'd be covered.
0:04:21 > 0:04:23With everything booked and travel insurance secured,
0:04:23 > 0:04:27all the family had to do was look forward to jetting off.
0:04:27 > 0:04:29We were all so excited,
0:04:29 > 0:04:33we'd paid for it the year before, so we had a full year of waiting for
0:04:33 > 0:04:36the holiday and the lead-up to it with the wedding
0:04:36 > 0:04:39and all the family going, we all just couldn't wait to go.
0:04:42 > 0:04:46And when they arrived, everything seemed just what they'd hoped for.
0:04:46 > 0:04:48Our hotel was lovely,
0:04:48 > 0:04:52Ellie loved the pool and the little kids' disco in the night.
0:04:53 > 0:04:58But four days into the trip, Ellie started to feel unwell.
0:04:58 > 0:05:02Sophie initially thought it was just a reaction to the change in water.
0:05:02 > 0:05:05Ellie had stomach cramps, she was in a lot of pain.
0:05:05 > 0:05:08I was just hoping it was a tummy bug
0:05:08 > 0:05:10and everything was going to be all right.
0:05:12 > 0:05:16But it soon became clear that it was something far more serious.
0:05:16 > 0:05:21She was throwing up bright green sick, temperature, she wouldn't eat,
0:05:21 > 0:05:23so we realised there was something more to it.
0:05:24 > 0:05:27As Ellie's condition deteriorated,
0:05:27 > 0:05:29the family took her to see the hotel doctor.
0:05:30 > 0:05:33He felt around her stomach and he noticed it was the right side,
0:05:33 > 0:05:37so he suspected it was appendicitis
0:05:37 > 0:05:39and he recommended we get an ambulance.
0:05:41 > 0:05:45The family was rushed to the nearest hospital, but as is common in this
0:05:45 > 0:05:47kind of situation in foreign hospitals,
0:05:47 > 0:05:50before the doctor would even see Ellie, let alone treat her,
0:05:50 > 0:05:54the family was hit with a demand for cash.
0:05:54 > 0:05:58My partner went into the hospital and he came back and said we needed
0:05:58 > 0:06:00£2,000 for Ellie to be seen,
0:06:00 > 0:06:04and that was just to get into the hospital.
0:06:04 > 0:06:07It was a sense of panic at first,
0:06:07 > 0:06:10I felt just I needed to get her seen,
0:06:10 > 0:06:13so I went into the hospital and rang the insurance.
0:06:14 > 0:06:19Hoping that securing payment from insurefor.com was just a formality,
0:06:19 > 0:06:21Sophie was surprised when the company said
0:06:21 > 0:06:23they'd have to call her back,
0:06:23 > 0:06:27and the insurers couldn't give any idea when that might be.
0:06:27 > 0:06:31At this point, Ellie was screaming in the waiting room in agony and her
0:06:31 > 0:06:35dad had broke down crying, he just wanted to get her seen,
0:06:35 > 0:06:39so I was ringing the insurance all the time, just trying to get them to
0:06:39 > 0:06:41see how critical she was.
0:06:43 > 0:06:44Every moment was critical,
0:06:44 > 0:06:46but the minutes turned into hours
0:06:46 > 0:06:51and there was still no positive response from insurefor.com.
0:06:51 > 0:06:54So Sophie and her partner, Christopher, decided they couldn't
0:06:54 > 0:06:56wait any longer and found the money themselves.
0:06:58 > 0:07:02My partner's mum put it on a credit card, she said, "Just pay it,
0:07:02 > 0:07:05"she needs to be seen," so we just did it.
0:07:05 > 0:07:10The credit card authorisation gave the green light for initial tests
0:07:10 > 0:07:13while the hospital waited for the insurer to confirm cover.
0:07:16 > 0:07:20Ellie had an ultrasound scan and an X-ray, which confirmed that she had
0:07:20 > 0:07:24appendicitis and needed emergency surgery.
0:07:24 > 0:07:28But the hospital said the only way the operation could be carried out
0:07:28 > 0:07:31was if it received confirmation that someone would pay the cost,
0:07:31 > 0:07:34which amounted to over £10,000.
0:07:34 > 0:07:36And again, to Sophie's horror,
0:07:36 > 0:07:40a prompt answer from her insurer wasn't forthcoming.
0:07:40 > 0:07:42I was ringing them every ten minutes, telling them, "Look,
0:07:42 > 0:07:45"she's in and out of consciousness,
0:07:45 > 0:07:48"this is urgent, you need to get her down."
0:07:48 > 0:07:50And my partner was really upset.
0:07:50 > 0:07:52Insurance just didn't understand.
0:07:52 > 0:07:56I tried to tell them on the phone how critical she was
0:07:56 > 0:07:58and they just didn't care.
0:08:01 > 0:08:05Now, the insurer would argue that behind the scenes it was working hard to get the family
0:08:05 > 0:08:09the answer it needed, but it's easy to see that miles from home,
0:08:09 > 0:08:11with her daughter's health on the line,
0:08:11 > 0:08:13it didn't look that way to Sophie,
0:08:13 > 0:08:17especially when Ellie took a turn for the worse
0:08:17 > 0:08:19and her appendix actually burst.
0:08:20 > 0:08:24I was so scared, in a different country, watching her in that state
0:08:24 > 0:08:26and knowing I couldn't do anything
0:08:26 > 0:08:28but wait for the insurance to answer.
0:08:28 > 0:08:32At one point, I thought my daughter might die here.
0:08:32 > 0:08:35If they don't pay up, we haven't got the funds to pay for this,
0:08:35 > 0:08:37what are we going to do?
0:08:37 > 0:08:41That was my main worry after sitting in that hospital for nine hours -
0:08:41 > 0:08:45will she come through and make it at the other end?
0:08:45 > 0:08:46Will I lose her?
0:08:53 > 0:08:57Sophie says it was only after the Mexican surgeon himself got on the
0:08:57 > 0:09:00phone to the insurers, stressing the urgency of the situation,
0:09:00 > 0:09:04that the company was able to finally confirm it would come up with the
0:09:04 > 0:09:06- cash.- It was like a manic rush
0:09:06 > 0:09:10once they said she could have the go-ahead for the surgery.
0:09:10 > 0:09:14The surgeons rushed in and they had her up in the theatre straightaway.
0:09:14 > 0:09:15It was such a relief.
0:09:18 > 0:09:22The surgery was a success and Ellie was admitted to intensive care.
0:09:22 > 0:09:24But to the family's dismay,
0:09:24 > 0:09:27the insurer then said it still wasn't able to confirm whether it
0:09:27 > 0:09:31would cover the hospital's after-care following the operation.
0:09:32 > 0:09:36The insurance had confirmed that they'd pay for her operation,
0:09:36 > 0:09:40but they hadn't confirmed they would pay for her care there afterwards.
0:09:44 > 0:09:47Ellie was discharged after two days in hospital,
0:09:47 > 0:09:51at which point Sophie says they were hit with a bill for around £4,000,
0:09:51 > 0:09:54which appeared to be for her care after the operation.
0:09:54 > 0:09:57But I'm afraid even THAT wasn't the end of it.
0:09:57 > 0:09:59Just two days later,
0:09:59 > 0:10:03Ellie was rushed back into hospital after contracting an infection, and
0:10:03 > 0:10:07to Sophie it didn't seem that insurefor.com was in any rush
0:10:07 > 0:10:10to confirm it would cover the cost of her treatment this time, either.
0:10:13 > 0:10:17And we were back in square one, what were in when we first went.
0:10:17 > 0:10:19They treated her for an infection,
0:10:19 > 0:10:21they treated her without us paying
0:10:21 > 0:10:24any money, but once we got discharged,
0:10:24 > 0:10:27we had to pay again on a credit card.
0:10:30 > 0:10:33Now, the insurer did guarantee that it would pick up that cost,
0:10:33 > 0:10:36which came to around a further £6,000,
0:10:36 > 0:10:40but Sophie and her family had to guarantee the full sum
0:10:40 > 0:10:42on their own credit card just in case.
0:10:42 > 0:10:45So by now, Sophie says they had undertaken to pay out
0:10:45 > 0:10:48around £12,000 for Ellie's treatment,
0:10:48 > 0:10:51which they'd only been able to do thanks to the help
0:10:51 > 0:10:53of generous friends and family.
0:10:53 > 0:10:56And although there was some confusion over the total costs,
0:10:56 > 0:10:59with prices quoted in US dollars,
0:10:59 > 0:11:01Mexican pesos and British pounds,
0:11:01 > 0:11:05Sophie knew this could leave her family seriously out of pocket.
0:11:07 > 0:11:10I felt really guilty, and the other family members, that they'd had to
0:11:10 > 0:11:13put their personal money on a credit card
0:11:13 > 0:11:16just for us to get out of the hospital.
0:11:18 > 0:11:22Though relieved that Ellie was free to return to the UK,
0:11:22 > 0:11:25the couple were distraught at the thousands of pounds of credit card
0:11:25 > 0:11:29payments they'd been forced to authorise in Mexico.
0:11:29 > 0:11:31And their worries only got worse when,
0:11:31 > 0:11:3311 days after they returned home,
0:11:33 > 0:11:37the hospital e-mailed Sophie to say it was still pursuing the insurer
0:11:37 > 0:11:42for payment. And it suggested she chase up the company, too, to avoid
0:11:42 > 0:11:46that £12,000 coming off her and her family's own cards.
0:11:47 > 0:11:51My partner was querying, should we sell our car,
0:11:51 > 0:11:54should we sell our house, where else would we find the money from?
0:11:54 > 0:11:56That was our only options, really.
0:11:59 > 0:12:03Well, luckily it didn't come to that because, shortly afterwards,
0:12:03 > 0:12:06insurefor.com did pay out and settled the bill
0:12:06 > 0:12:09for all of Ellie's hospital treatment.
0:12:09 > 0:12:11But Sophie remains upset at why,
0:12:11 > 0:12:14throughout all of this, they'd had what she considered
0:12:14 > 0:12:17such a slow response from the insurance company.
0:12:18 > 0:12:20As far as she's concerned,
0:12:20 > 0:12:24the insurer made a traumatic situation many times worse and she
0:12:24 > 0:12:28still can't understand why, in an emergency like this,
0:12:28 > 0:12:31an answer can't be given right away.
0:12:31 > 0:12:34If they'd made that decision quicker, we wouldn't have had to
0:12:34 > 0:12:38go through Ellie's appendix bursting and then having to fight off an
0:12:38 > 0:12:41infection and being taken back into hospital.
0:12:44 > 0:12:47So, how quickly should you expect to get a response from your travel
0:12:47 > 0:12:48insurance provider?
0:12:48 > 0:12:51Well, personal finance expert Sarah Pennells says
0:12:51 > 0:12:54that while every second counts in an emergency,
0:12:54 > 0:12:57perhaps surprisingly, there's no set timeframe within which
0:12:57 > 0:13:01insurers have to agree to send payment.
0:13:01 > 0:13:04I think you're in a very difficult situation if you find yourself in
0:13:04 > 0:13:07the circumstances that Ellie's parents were.
0:13:07 > 0:13:10There aren't actually any hard and fast rules that say a time limit by
0:13:10 > 0:13:13which an insurer should deal with a claim.
0:13:13 > 0:13:15And of course, in Ellie's case,
0:13:15 > 0:13:17sort of, hours mattered.
0:13:17 > 0:13:19All you can do, really, is to make
0:13:19 > 0:13:21your voice heard as loudly as possible
0:13:21 > 0:13:24and to make sure that the people at the top of the company
0:13:24 > 0:13:26know this issue, because sometimes
0:13:26 > 0:13:29people who are in the call centres aren't actually
0:13:29 > 0:13:32allowed to make decisions that to you and I
0:13:32 > 0:13:34might seem to be common sense.
0:13:35 > 0:13:40Well, we asked insurefor.com to explain why it took so long to make a decision on
0:13:40 > 0:13:45Ellie's care, especially given the critical nature of the situation.
0:13:45 > 0:13:48It told us that while it was sorry to hear of the situation and
0:13:48 > 0:13:51delighted that Ellie's made a full recovery, it...
0:13:59 > 0:14:03Once the written paperwork and key authorisations were received, it did
0:14:03 > 0:14:05give the go-ahead for surgery.
0:14:05 > 0:14:07And subsequently, after a full
0:14:07 > 0:14:10and thorough review of the family's policy,
0:14:10 > 0:14:12covered the cost of the rest of the treatment.
0:14:12 > 0:14:14The company went on to stress that
0:14:14 > 0:14:16it always aims to deal with customers
0:14:16 > 0:14:20in the shortest time possible, and though it works with third parties
0:14:20 > 0:14:23to administer and underwrite its policies,
0:14:23 > 0:14:27it takes full responsibility for the regulation and administration of
0:14:27 > 0:14:30those policies to ensure that they are fit for purpose
0:14:30 > 0:14:32and meet the needs of customers.
0:14:34 > 0:14:38We also contacted the Association of British Insurers,
0:14:38 > 0:14:42which told us its members understand the need to respond quickly when
0:14:42 > 0:14:44someone needs urgent treatment, and it's...
0:14:51 > 0:14:56It says in an emergency situation, insurers will generally give the
0:14:56 > 0:14:59go-ahead on a presumption there is cover in place,
0:14:59 > 0:15:01keeping in regular contact with the policy holder,
0:15:01 > 0:15:05their immediate family and the medical facility overseas to ensure
0:15:05 > 0:15:07treatment goes ahead as soon as possible.
0:15:11 > 0:15:15Of course, as we've seen, things may not always be that simple.
0:15:15 > 0:15:17So Sarah Pennells has this advice
0:15:17 > 0:15:21when choosing the right insurance policy for your next holiday.
0:15:22 > 0:15:25My advice is to look really carefully at the cover you get
0:15:25 > 0:15:27with your travel insurance,
0:15:27 > 0:15:30and also to do some research into how well and quickly
0:15:30 > 0:15:32the insurance company pays out.
0:15:32 > 0:15:35Most people, we've got better things to do than to spend time buying
0:15:35 > 0:15:38travel insurance and we tend to go for the cheapest option, but it may
0:15:38 > 0:15:42not be the right one for you. And if you need to make a claim on your
0:15:42 > 0:15:43insurance policy, you want to know
0:15:43 > 0:15:46that it will be there and it will pay out when you need.
0:15:48 > 0:15:51In the meantime, though Sophie's trying to concentrate on the good
0:15:51 > 0:15:55memories of the holiday, she can't forget the enormous stress
0:15:55 > 0:15:58that trying to contact her insurer caused.
0:15:58 > 0:16:02From us getting to the hospital to getting an answer from the
0:16:02 > 0:16:07insurance for the go-ahead for the operation, we waited nine hours.
0:16:07 > 0:16:11I paid that money for the insurance thinking everything would be OK.
0:16:19 > 0:16:22When something goes wrong whilst you're away on holiday, it's quite a
0:16:22 > 0:16:26natural reaction to want to find someone to take responsibility.
0:16:26 > 0:16:32But very often it's quite hard to establish who that might be,
0:16:32 > 0:16:34and that's, of course, at the root
0:16:34 > 0:16:37of an awful lot of the stories that you send to us.
0:16:37 > 0:16:42But some of you have come across a very specific reason why it can be a
0:16:42 > 0:16:46particular problem when you've been on a cruise, and it means that if
0:16:46 > 0:16:48the trip itself wasn't plain sailing,
0:16:48 > 0:16:52I'm afraid getting things resolved may not turn out to be any better.
0:16:58 > 0:17:03Last year, 24 million passengers hopped on board a cruise ship and
0:17:03 > 0:17:06the industry employs over 900,000 people,
0:17:06 > 0:17:08meaning that on any given day,
0:17:08 > 0:17:13thousands of people are at sea aboard these huge floating cities.
0:17:13 > 0:17:15And to keep up with demand,
0:17:15 > 0:17:1927 new ships have hit the seas in 2016 alone.
0:17:19 > 0:17:23But one ship that certainly isn't new is the Marco Polo.
0:17:23 > 0:17:28It was built in 1965 and has been through several owners and numerous
0:17:28 > 0:17:30renovations since.
0:17:30 > 0:17:33It's currently operated by Cruise & Maritime Voyages,
0:17:33 > 0:17:38a UK-based company. And as can be seen from this promotional video,
0:17:38 > 0:17:41a trip on the Marco Polo is definitely one to remember.
0:17:42 > 0:17:47'So why not experience a Cruise & Maritime voyage for yourself?
0:17:47 > 0:17:49'We'll make you very welcome.'
0:17:50 > 0:17:56And it was a slice of the ship's luxury that appealed to Judy and Graham Sexton from Lincolnshire.
0:17:56 > 0:17:58They've a lifelong love of boats,
0:17:58 > 0:18:02but in their retirement fancied handing over the controls to the
0:18:02 > 0:18:05captain of the Marco Polo on a five-week cruise.
0:18:05 > 0:18:08We were really looking forward to the trip
0:18:08 > 0:18:10because the venues were fantastic.
0:18:10 > 0:18:13Unusual, some of them. Greenland,
0:18:13 > 0:18:16three places in Greenland, the Faroes,
0:18:16 > 0:18:18parts of Canada that we'd never been to.
0:18:18 > 0:18:19- Oh, thanks.- OK.
0:18:19 > 0:18:24But the couple didn't find the cruise quite as enjoyable as they'd hoped.
0:18:24 > 0:18:27The Marco Polo, now in its 52nd year,
0:18:27 > 0:18:31was due a bit of TLC and was being painted when Graham and Judy boarded
0:18:31 > 0:18:35the ship. And Graham says one of the products being used
0:18:35 > 0:18:38began to cause him some problems.
0:18:38 > 0:18:42The fumes were so strong that I had to hold my breath
0:18:42 > 0:18:46coming down the gangway, because there was about three or four people
0:18:46 > 0:18:49painting the boat and the fumes were absolutely horrendous.
0:18:49 > 0:18:54They were painting all the rails, they were varnishing all the stairs.
0:18:54 > 0:18:56Graham says the fumes were so bad,
0:18:56 > 0:18:59they even began to affect his breathing.
0:18:59 > 0:19:02So he paid a visit to the ship's doctor.
0:19:02 > 0:19:05One of the big concerns was Graham has asthma and the fumes were so
0:19:05 > 0:19:09seriously strong that it makes you feel not well,
0:19:09 > 0:19:14it affects your breathing, and I was extremely concerned.
0:19:14 > 0:19:19In fact, the couple considered the fumes so bad, they even wondered if
0:19:19 > 0:19:21they could carry on with the trip.
0:19:21 > 0:19:24By the time we got to Montreal, it was just about halfway through the
0:19:24 > 0:19:27holiday. We'd come to the decision, sadly,
0:19:27 > 0:19:32that we were most probably going to have to leave and fly home.
0:19:32 > 0:19:34However, to their relief,
0:19:34 > 0:19:37after making their concerns known to the crew, they were moved to a
0:19:37 > 0:19:39different part of the ship.
0:19:39 > 0:19:41We were moved into another cabin,
0:19:41 > 0:19:44which wasn't quite as large as the one we had,
0:19:44 > 0:19:49but it actually did move us on to another deck, which improved...
0:19:49 > 0:19:51The paint fumes weren't as bad on that deck.
0:19:51 > 0:19:54- I'm sitting there while they're painting.- Yeah.
0:19:54 > 0:19:57But they couldn't escape them completely, and Graham and Judy say
0:19:57 > 0:20:02painters continued working in public areas throughout the trip.
0:20:02 > 0:20:05When they got back home, Graham decided to put in a complaint to the
0:20:05 > 0:20:09company operating Marco Polo, Cruise & Maritime Voyages.
0:20:09 > 0:20:12I wrote to the company and initially I thought I was
0:20:12 > 0:20:13getting a sympathetic ear.
0:20:15 > 0:20:18The company responded to Graham, saying it was looking into the
0:20:18 > 0:20:20matter further. But after some more
0:20:20 > 0:20:23correspondence, it ultimately concluded that
0:20:23 > 0:20:26all the relevant rules had been followed.
0:20:26 > 0:20:28So, not content with that,
0:20:28 > 0:20:31Graham decided to see if he could get someone else
0:20:31 > 0:20:33to take his complaint on board. However,
0:20:33 > 0:20:37working out just who that should be wasn't immediately obvious.
0:20:37 > 0:20:41I contacted the Port of London Authority for advice.
0:20:41 > 0:20:46They said, "You should try the country of registration of the ship because
0:20:46 > 0:20:50"the country of registration of the ship are responsible for what happens
0:20:50 > 0:20:52"on that ship."
0:20:52 > 0:20:57So in this case, it didn't really matter that Cruise & Maritime Voyages has its headquarters in
0:20:57 > 0:21:03the UK, the key factor was the country where the ship was registered, and
0:21:03 > 0:21:06it's usually that country's rules which apply on board.
0:21:06 > 0:21:08But in this case, that was 4,000
0:21:08 > 0:21:11miles away from Graham, in the Bahamas.
0:21:11 > 0:21:13I wrote a letter to them pointing out what had happened,
0:21:13 > 0:21:15the problems on board,
0:21:15 > 0:21:19all that sort of thing and I never got a reply even.
0:21:19 > 0:21:24Whilst writing to the Bahamian authorities about a cruise ship company
0:21:24 > 0:21:27with its headquarters in Essex might sound a little odd,
0:21:27 > 0:21:31in fact it's not all that uncommon because, though you may never have
0:21:31 > 0:21:35realised it, most cruise ships operate under what's known as a
0:21:35 > 0:21:39flag of convenience, which means they're officially registered in a country
0:21:39 > 0:21:43that's perhaps miles away from where you might assume they were based,
0:21:43 > 0:21:46as Mark Watson from Tourism Concern explains.
0:21:46 > 0:21:49Flags of convenience are used by the shipping industry to register their
0:21:49 > 0:21:53ships in countries other than the country where they come from.
0:21:53 > 0:21:56So a UK-operated cruise ship, for instance,
0:21:56 > 0:21:59can register under Liberian regulations, the Bahamas,
0:21:59 > 0:22:03the Marshall Islands, even Mongolia, which is a landlocked state.
0:22:03 > 0:22:06And then the ship is controlled by the regulations of that country,
0:22:06 > 0:22:09so things like employment rights,
0:22:09 > 0:22:12health and safety and all legal rights for consumers are governed by
0:22:12 > 0:22:16the rules of the flag country rather than the home country.
0:22:16 > 0:22:20So that means any problems you might have relating to a ship's upkeep,
0:22:20 > 0:22:23structure or, as with Graham, its maintenance,
0:22:23 > 0:22:26will be subject to the laws of the flag state,
0:22:26 > 0:22:27in this case the Bahamas,
0:22:27 > 0:22:31and not those of the country where its parent company is based.
0:22:31 > 0:22:34And whilst there's nothing to suggest that any of this would have
0:22:34 > 0:22:37an effect on how the Marco Polo was being maintained,
0:22:37 > 0:22:41Mark says it does mean that establishing which country's rules a
0:22:41 > 0:22:46ship is legally bound by may prove more difficult than you'd expect.
0:22:46 > 0:22:49Flags of convenience first came around in the '50s, where many American
0:22:49 > 0:22:53companies registered in Panama to avoid US regulations, and that still
0:22:53 > 0:22:56applies now. The cruise ship companies register in countries with
0:22:56 > 0:23:00very poor regulations, so it cuts down on the cost for them and the red tape and
0:23:00 > 0:23:03they only have to operate by the regulations of that country,
0:23:03 > 0:23:05which quite often has very poor labour standards,
0:23:05 > 0:23:09very poor health and safety standards and very poor legal regulations
0:23:09 > 0:23:12around operating a cruise ship.
0:23:12 > 0:23:15Now, there's no suggestion that Cruise & Maritime Voyages
0:23:15 > 0:23:18or any of the best-known cruise companies, for that matter,
0:23:18 > 0:23:21are cutting corners or ducking their responsibilities
0:23:21 > 0:23:24by registering their ships in this way.
0:23:24 > 0:23:27In fact, there are plenty of reasons why a ship might be registered
0:23:27 > 0:23:31in another country, not least, for example, so that it can hold
0:23:31 > 0:23:34a wedding at sea which is illegal under British rules,
0:23:34 > 0:23:37but not those of some other countries.
0:23:37 > 0:23:41However, chances are a lot of cruise passengers simply hadn't realised
0:23:41 > 0:23:44that some of the biggest names in the industry
0:23:44 > 0:23:48register their vessels in places they perhaps did not expect.
0:23:48 > 0:23:51Take, for instance, Southampton-based P&O Cruises.
0:23:51 > 0:23:53Most of its ships are registered in Bermuda,
0:23:53 > 0:23:56including their oldest liner, the Oriana.
0:23:57 > 0:24:01The brand-new Carnival Vista, jewel in the crown of Carnival Cruises,
0:24:01 > 0:24:06along with the rest of Carnival's fleet, is registered in Panama.
0:24:06 > 0:24:10Cruise legend Cunard, considered by many a British institution,
0:24:10 > 0:24:14now also registers all of its ships in Bermuda.
0:24:14 > 0:24:17And Scandinavian-sounding Norwegian Cruise Line
0:24:17 > 0:24:22registers most of its ships more than 4,000 miles away from Norway
0:24:22 > 0:24:24in the Bahamas, just like the Marco Polo.
0:24:25 > 0:24:28Even so, if you do have a complaint about a cruise,
0:24:28 > 0:24:32you'd hope that whatever laws its owners appear to be bound by,
0:24:32 > 0:24:34they'd still want to put it right.
0:24:34 > 0:24:35If something goes wrong on a cruise ship,
0:24:35 > 0:24:38then the first port of call would be the cruise ship company themselves
0:24:38 > 0:24:42and that would be the best chance of getting anything resolved.
0:24:42 > 0:24:45The difficulty is if you need to escalate it further,
0:24:45 > 0:24:46where do you go?
0:24:46 > 0:24:49If the cruise ship don't address the issue,
0:24:49 > 0:24:52there are very few other places to go, particularly to do that.
0:24:52 > 0:24:56But I'm pleased to say that when flying the Rip-Off Britain flag,
0:24:56 > 0:25:00we contacted Cruise & Maritime Voyages about Graham's case,
0:25:00 > 0:25:03we got a response from its UK office right away,
0:25:03 > 0:25:07so there was no need to go all round the world looking for answers.
0:25:07 > 0:25:09The company reiterated that it has
0:25:09 > 0:25:12fully investigated Graham's concerns, but says
0:25:12 > 0:25:15it only uses approved indoor and outdoor paints
0:25:15 > 0:25:20and that it goes to great lengths to ensure any maintenance operations
0:25:20 > 0:25:23do not interfere with passengers' enjoyment.
0:25:23 > 0:25:27It says of the 150,000 passengers it's carried on the Marco Polo,
0:25:27 > 0:25:31Graham and Judy's is the only complaint it has received
0:25:31 > 0:25:33regarding paint use onboard.
0:25:33 > 0:25:36What's more, it robustly dismissed any concerns
0:25:36 > 0:25:38over flags of convenience,
0:25:38 > 0:25:41saying a ship's flag in no way allows it to avoid
0:25:41 > 0:25:45very stringent international health and safety standards,
0:25:45 > 0:25:48or consumer protection regulations,
0:25:48 > 0:25:52pointing out that all cruise ships are subject to international safety
0:25:52 > 0:25:56regulation coordinated by a dedicated UN agency,
0:25:56 > 0:25:59the International Maritime Organisation.
0:25:59 > 0:26:03And those operating in the EU must follow...
0:26:09 > 0:26:11And while the company has, nevertheless,
0:26:11 > 0:26:13apologised for any inconvenience,
0:26:13 > 0:26:16Graham still feels the situation should never have arisen.
0:26:16 > 0:26:21It was a good cruise in many ways, but the paint fumes ruined it.
0:26:21 > 0:26:25It shouldn't have and we paid good money for it.
0:26:25 > 0:26:27We didn't get value for money.
0:26:34 > 0:26:36Still to come on Rip-Off Britain,
0:26:36 > 0:26:39a holiday cut short by a life-changing accident,
0:26:39 > 0:26:43but whose responsibility is it to put things right?
0:26:43 > 0:26:46If that had have been me, I wouldn't have been as strong. I'd have died.
0:26:46 > 0:26:50I used to look at that and think, "I'm not going to get out of here".
0:26:55 > 0:26:57Our travel expert, Simon Calder,
0:26:57 > 0:27:00has all the secrets to save you money on your travels.
0:27:00 > 0:27:02He is also full of tips on everything,
0:27:02 > 0:27:05from how to avoid the crowds to the best way to steer clear
0:27:05 > 0:27:07of those tourist traps and scams.
0:27:09 > 0:27:13This time Simon is looking at the ever popular Balearic Islands.
0:27:13 > 0:27:15For half a century, the Spanish Isles of Majorca,
0:27:15 > 0:27:20Menorca and Ibiza have been among our very favourite holiday destinations.
0:27:20 > 0:27:23Yet, what began as cheap and cheerful islands,
0:27:23 > 0:27:26can sometimes these days be ferociously expensive,
0:27:26 > 0:27:30so let me help you enjoy the Balearics on a budget.
0:27:31 > 0:27:35And the best time to start saving is as soon as you arrive.
0:27:35 > 0:27:38Every time I touch down at one of the island's airports,
0:27:38 > 0:27:41there's a great long line of people queueing up for rental cars,
0:27:41 > 0:27:43and I walk straight past.
0:27:43 > 0:27:47The public transport is widespread, efficient and extremely good value.
0:27:50 > 0:27:52On Majorca for example, for just five euros,
0:27:52 > 0:27:56a bus will get you from Palma airport into the city centre,
0:27:56 > 0:28:00where you can join the excellent train network to the rest of the island.
0:28:00 > 0:28:02From Mahon airport on neighbouring Menorca,
0:28:02 > 0:28:08the fare on the number 10 bus into town is 2.65 euros.
0:28:08 > 0:28:11And the bus from Ibiza airport is also a number 10,
0:28:11 > 0:28:15but the fare is a tiny bit higher at 3.50 euros.
0:28:15 > 0:28:18But if you do decide to forego public transport and rent a car,
0:28:18 > 0:28:22picking up the vehicle in the city centre is likely to be cheaper,
0:28:22 > 0:28:23without the airport surcharge.
0:28:25 > 0:28:29If there's one thing that might make you sleep a little less soundly
0:28:29 > 0:28:32in the Balearics, it could be the controversial bed tax,
0:28:32 > 0:28:36introduced in the summer of 2016.
0:28:36 > 0:28:40The tax is on a sliding scale from 50 cents per person per night,
0:28:40 > 0:28:43if you are camping or staying in a hostel,
0:28:43 > 0:28:46to two euros for luxury hotels and upmarket apartments.
0:28:46 > 0:28:48From nine nights onwards,
0:28:48 > 0:28:52the tax is halved and the children under 16 go free.
0:28:52 > 0:28:56So for example, a couple spending a fortnight at a four-star apartment
0:28:56 > 0:29:00will now pay an extra £40 or so at today's exchange rate.
0:29:01 > 0:29:03But you can reduce the tax
0:29:03 > 0:29:06by choosing a lower grade of accommodation,
0:29:06 > 0:29:08visiting the Balearics between November and March
0:29:08 > 0:29:12when tax rates are halved, or going somewhere else.
0:29:12 > 0:29:14And timing your sightseeing correctly
0:29:14 > 0:29:16can also save you some cash.
0:29:16 > 0:29:20Majorca's Miro Museum on the outskirts of Palma is best seen on a Saturday
0:29:20 > 0:29:22when it's absolutely free.
0:29:22 > 0:29:25And on Menorca, just on the way in from the airport,
0:29:25 > 0:29:29the amazing Cornia Nou, which is an ancient 3,000 year-old watchtower,
0:29:29 > 0:29:31is another absolutely free attraction,
0:29:31 > 0:29:36but do check the opening times because they vary during the week.
0:29:36 > 0:29:39Best of all, in generous Ibiza, Mace, the fabulous museum
0:29:39 > 0:29:42of contemporary art, is free every single day of the week,
0:29:42 > 0:29:45except Mondays, when it's closed.
0:29:45 > 0:29:47Finally, why stick to just one island
0:29:47 > 0:29:50when it's so easy to go Spanish island hopping?
0:29:51 > 0:29:54Each of the biggest islands has a very different vibe,
0:29:54 > 0:29:57so do check the sailing times and don't limit yourself
0:29:57 > 0:29:58to just one of the Balearics.
0:29:58 > 0:30:01You can squeeze in two, and you never know, maybe all three!
0:30:06 > 0:30:08Now, as you know, every year we have our pop-up shop.
0:30:08 > 0:30:12It's a drop-in advice clinic where you can share your experiences
0:30:12 > 0:30:15with us, and most important of all, our experts.
0:30:15 > 0:30:16It's all done face-to-face.
0:30:16 > 0:30:20Last time around, I heard one story that really did stick in my mind,
0:30:20 > 0:30:23and not just because of the dramatic results involved,
0:30:23 > 0:30:25but what struck me about it the most
0:30:25 > 0:30:28was the way it underlines how important it can be
0:30:28 > 0:30:32when things go wrong to have somebody acknowledge the extent
0:30:32 > 0:30:35of what you have been through, and really, just to properly listen
0:30:35 > 0:30:37to exactly what has happened.
0:30:37 > 0:30:40Well, the rest of our team found this particular case
0:30:40 > 0:30:43especially memorable, so all of us wanted to find out more.
0:30:46 > 0:30:47This year as ever,
0:30:47 > 0:30:50our Rip-Off Britain pop-up shop helped dozens of viewers
0:30:50 > 0:30:52get an instant resolution to their problem.
0:30:54 > 0:30:56- Thank you very much.- It's an absolute pleasure to meet you.
0:30:56 > 0:30:58- Thank you.- We are very grateful for the help we've had.
0:30:58 > 0:31:00- Thank you.- Thank you, thank you.
0:31:00 > 0:31:01Isn't he a nice man?
0:31:01 > 0:31:02Lovely.
0:31:04 > 0:31:07But when nurses Kate, Linda, Lavinia and Diane
0:31:07 > 0:31:10came to get some advice from Simon Calder,
0:31:10 > 0:31:12it was clear that theirs was a problem
0:31:12 > 0:31:16we were unlikely to be able to resolve there and then.
0:31:16 > 0:31:18Tell me what happened.
0:31:20 > 0:31:22Their story started back in March 2014
0:31:22 > 0:31:26when the ladies had taken a dream holiday to Cuba.
0:31:26 > 0:31:29During the holiday, they decided to visit a market nearby,
0:31:29 > 0:31:31one of the local attractions,
0:31:31 > 0:31:33and the transport they chose to get there
0:31:33 > 0:31:37was a traditional horse and trap, which at the welcome meeting,
0:31:37 > 0:31:41the reps had pointed out could be taken from within the hotel grounds.
0:31:41 > 0:31:44We all had a coffee, changed some money.
0:31:44 > 0:31:46We're all upbeat and happy.
0:31:46 > 0:31:51We just went outside, we were directed to the horse and trap...
0:31:51 > 0:31:53This is right outside your hotel?
0:31:53 > 0:31:54It's within the hotel grounds.
0:31:54 > 0:31:58So we climbed aboard and off we went and within ten minutes,
0:31:58 > 0:32:00the nightmare began.
0:32:00 > 0:32:03After a sudden, loud crashing noise,
0:32:03 > 0:32:06part of the steel harness became detached from the horse.
0:32:06 > 0:32:09As a result, the cart started to wobble violently
0:32:09 > 0:32:12and the panicked horse ran off the road, up a steep embankment,
0:32:12 > 0:32:16dragging the cart and all its passengers along after it.
0:32:16 > 0:32:20Diane managed to jump out of the trap, shortly before it overturned,
0:32:20 > 0:32:23with the other ladies, I'm afraid, trapped inside.
0:32:24 > 0:32:26What state were you all in then?
0:32:26 > 0:32:27You must have been petrified?
0:32:27 > 0:32:32I must've lost consciousness because I don't really remember very much.
0:32:32 > 0:32:34My arm was fractured in four places
0:32:34 > 0:32:39and the cart had actually landed on my pelvis and it was fractured,
0:32:39 > 0:32:41it was dreadful.
0:32:43 > 0:32:46Really dreadful, because the ladies all sustained injuries.
0:32:46 > 0:32:49With a fractured pelvis and left arm,
0:32:49 > 0:32:51Linda spent 11 days in a Cuban hospital,
0:32:51 > 0:32:54where the enormity of having such a serious accident
0:32:54 > 0:32:57in a foreign country soon hit home.
0:32:57 > 0:32:58Just get me home now.
0:32:58 > 0:33:02Lavinia, Diane's 72-year-old mum, was left with a neck injury
0:33:02 > 0:33:06and both she and her friend Kate suffered from concussion.
0:33:06 > 0:33:10Diane had damage to her right shoulder, elbow and hand.
0:33:10 > 0:33:13All of them were treated for their injuries in hospital.
0:33:13 > 0:33:15But thousands of miles from home,
0:33:15 > 0:33:18the whole experience was a really traumatic one.
0:33:18 > 0:33:21You just want to get home, don't you, Lind?
0:33:21 > 0:33:22I do.
0:33:22 > 0:33:25With their holiday totally ruined, as soon as they were well enough,
0:33:25 > 0:33:27the ladies flew back to the UK,
0:33:27 > 0:33:29Linda by air ambulance.
0:33:29 > 0:33:32But their journey to recovery was only just beginning.
0:33:32 > 0:33:36As nurses with such busy and physically demanding jobs,
0:33:36 > 0:33:39the impact of their injuries on their lives was even more dramatic.
0:33:39 > 0:33:44Diane needed five months off work and 18 months of physiotherapy.
0:33:44 > 0:33:48Indeed, she was just recovering from a further operation
0:33:48 > 0:33:50to remove some bone from her damaged shoulder
0:33:50 > 0:33:53when she came to see us at the pop-up shop.
0:33:53 > 0:33:55Lavinia, Diane's mother, suffered headaches
0:33:55 > 0:33:58and the accident has left her severely shaken.
0:33:58 > 0:34:02Kate, who received a blow to the head, has been similarly affected.
0:34:02 > 0:34:05And for Linda, the injuries she sustained
0:34:05 > 0:34:08have had such a lasting impact that she was forced to take
0:34:08 > 0:34:12early retirement from the nursing career she just loved,
0:34:12 > 0:34:16and she still experiences severe pain from her broken pelvis.
0:34:16 > 0:34:18I mean, that is just all so terrifying, isn't it?
0:34:18 > 0:34:21And in fact you've brought some photographs, have a look at these.
0:34:21 > 0:34:24- Oh, crikey.- This is obviously Linda.
0:34:24 > 0:34:25Yes.
0:34:25 > 0:34:27In hospital.
0:34:27 > 0:34:29So I mean, it's just horrendous.
0:34:31 > 0:34:34It's not just the injuries that have had an effect on the ladies,
0:34:34 > 0:34:37they all feel that the ways in which the incident has been handled
0:34:37 > 0:34:40by both their tour operator and their various insurers,
0:34:40 > 0:34:42only added to their distress.
0:34:43 > 0:34:47What an awful experience for you all and I understand
0:34:47 > 0:34:51it's still causing you a lot of problems today.
0:34:51 > 0:34:55Let me try to extract the key things here.
0:34:55 > 0:34:59There you were on the holiday of a lifetime to a beautiful,
0:34:59 > 0:35:03fascinating, but very poor country, Cuba.
0:35:03 > 0:35:09You suffer an appalling accident as a result of somebody's negligence.
0:35:09 > 0:35:10That seems to be fairly clear,
0:35:10 > 0:35:14but it's also clear that the negligence was committed
0:35:14 > 0:35:17by somebody who...there's no point suing
0:35:17 > 0:35:20because even if you can track him down,
0:35:20 > 0:35:23you're going to find he's very poor and therefore,
0:35:23 > 0:35:28you are stuck with possibly talking to your tour operator,
0:35:28 > 0:35:31who is going to say, at the welcome meeting we certainly mentioned
0:35:31 > 0:35:34that these things existed, we did not recommend it
0:35:34 > 0:35:37and crucially, we did not sell you that tour,
0:35:37 > 0:35:41you decided to enter into a contract with the provider of that
0:35:41 > 0:35:46horse and trap journey and therefore your issue is with them.
0:35:46 > 0:35:48- They've already said that. - I'm not surprised.
0:35:51 > 0:35:53So having no luck with their travel company,
0:35:53 > 0:35:56and with any legal action against the horse and cart owner
0:35:56 > 0:36:00unlikely to succeed, the ladies turned to their insurance companies
0:36:00 > 0:36:03to see what compensation they might be able to offer
0:36:03 > 0:36:06for the life-changing injuries they've suffered.
0:36:06 > 0:36:08Did you have travel insurance?
0:36:08 > 0:36:09- Yes.- All of you?- Yes.
0:36:09 > 0:36:11I fear the travel insurance will just say,
0:36:11 > 0:36:15"Look, all we are doing is providing backup when things go wrong,
0:36:15 > 0:36:18and if people are going to go off and be adventurous
0:36:18 > 0:36:21"in wonderful countries, sadly, things will happen.
0:36:21 > 0:36:25"All we are doing is picking up the pieces afterwards
0:36:25 > 0:36:27"to the extent that we are able to,
0:36:27 > 0:36:32"and unfortunately we are not going to have any kind of long-term
0:36:32 > 0:36:35"responsibility for you, for your condition."
0:36:37 > 0:36:40Well, only two of the ladies received any money
0:36:40 > 0:36:42from their various insurance companies.
0:36:42 > 0:36:45Lavinia and Kate received £1,200 each,
0:36:45 > 0:36:49but Diane and Linda haven't received one penny.
0:36:49 > 0:36:53And in Diane's case, she says that's because her insurers told her
0:36:53 > 0:36:56they would only pay out if they thought legal action
0:36:56 > 0:36:58would end in a successful outcome.
0:36:58 > 0:37:01And with the horse and cart driver based in Cuba,
0:37:01 > 0:37:03it didn't seem there was much chance of that one.
0:37:04 > 0:37:07But although the ladies all feel they should be able
0:37:07 > 0:37:10to blame someone or take their case further,
0:37:10 > 0:37:13Simon can't see that there's anything more they can do,
0:37:13 > 0:37:16and that news is a bitter blow.
0:37:16 > 0:37:17What is making you upset?
0:37:17 > 0:37:19The fact that there seems to be little redress?
0:37:19 > 0:37:21Is that what's making you upset?
0:37:21 > 0:37:25No, it's just the photographs bring it back.
0:37:25 > 0:37:29I think to myself, a lovely holiday, my whole life's changed.
0:37:29 > 0:37:33A career that I loved has gone.
0:37:33 > 0:37:37So sad and it's clear to see how raw this whole experience has been.
0:37:37 > 0:37:41So Simon asked Martin James from the Financial Ombudsman Service
0:37:41 > 0:37:45what he made of how this tricky case had been handled.
0:37:45 > 0:37:47One of the things that's really, really important
0:37:47 > 0:37:51is knowing that you've actually done as much as you can
0:37:51 > 0:37:53and at least your voice has been heard.
0:37:53 > 0:37:57I get the impression you've really not been listened to very much.
0:37:57 > 0:37:58Only today.
0:37:58 > 0:38:01Certainly, there are lots of restrictions on insurance policies,
0:38:01 > 0:38:04but the question is what's the right thing to do here?
0:38:04 > 0:38:07Sometimes insurance companies can be very, very literal,
0:38:07 > 0:38:10and actually it's just a case of finding somebody in charge
0:38:10 > 0:38:13to have a look at the whole situation.
0:38:13 > 0:38:16I'll ask one of our experts if we can look at the cases together
0:38:16 > 0:38:20and see if we can get the insurance company just to kind of respond to you,
0:38:20 > 0:38:23- and, at the very least, we'll make sure your voice is heard.- Thank you.
0:38:23 > 0:38:25A little bit of hope, but what struck me
0:38:25 > 0:38:29about the ladies' experience was how a fleeting moment on their holiday
0:38:29 > 0:38:32had so impacted their day-to-day lives.
0:38:32 > 0:38:35And back at home away from the bustle of the pop-up shop,
0:38:35 > 0:38:38it's very clear to see the women were still coming to terms
0:38:38 > 0:38:40with what had happened to them.
0:38:40 > 0:38:42Just get me home.
0:38:42 > 0:38:44If that had been me,
0:38:44 > 0:38:47I wouldn't have been as strong, I'd have died.
0:38:47 > 0:38:50I used to look at that and think, "I'm not going to get out of here."
0:38:52 > 0:38:54I've started already!
0:38:54 > 0:38:56I know, don't worry, Lind.
0:38:56 > 0:38:59My life's completely changed.
0:38:59 > 0:39:02Even sitting here now,
0:39:02 > 0:39:04I'm in pain down this side
0:39:04 > 0:39:07because this is the side where the actual,
0:39:07 > 0:39:10the fractures at the back, it buckled.
0:39:11 > 0:39:15It's going to be there always, every time it starts up,
0:39:15 > 0:39:16I need to do physio.
0:39:17 > 0:39:19Now, dreadful as this case is,
0:39:19 > 0:39:22it's a very useful reminder of the limitations of what any
0:39:22 > 0:39:26travel insurance policy you might have is likely to cover.
0:39:26 > 0:39:28Because once the overseas medical bills have been paid
0:39:28 > 0:39:31and the cost of getting home has been covered,
0:39:31 > 0:39:34the insurer's responsibility actually ends there.
0:39:34 > 0:39:37And even though the horse and cart may have been suggested
0:39:37 > 0:39:40by the holiday rep as a means of getting around,
0:39:40 > 0:39:43the journey the ladies took was certainly taken
0:39:43 > 0:39:44very much at their very own risk,
0:39:44 > 0:39:48a fact they have found out a very hard way.
0:39:48 > 0:39:52It all has an impact, I think, because when I came back
0:39:52 > 0:39:56I was chatting to people about it and there was a degree
0:39:56 > 0:39:58of post-traumatic stress there.
0:39:58 > 0:40:02And I don't think that's gone, because I don't talk about it.
0:40:02 > 0:40:06The difficulty though, Linda, is, that when we talk about it,
0:40:06 > 0:40:08we relive the whole event.
0:40:08 > 0:40:09Yeah.
0:40:13 > 0:40:15Well, after we filmed with the women,
0:40:15 > 0:40:19in one of his last acts before leaving the Financial Ombudsman Service,
0:40:19 > 0:40:21Martin James reported back to us with the news
0:40:21 > 0:40:26that although the insurance companies in Lavinia, Kate and Linda's case
0:40:26 > 0:40:30had not acted improperly, his team's investigation had decided
0:40:30 > 0:40:32that in the case of Diane, the insurance company
0:40:32 > 0:40:35and its underwriters could have done better in communicating
0:40:35 > 0:40:37their reasons for not paying out,
0:40:37 > 0:40:42and as a result, they promised £150 by way of apology.
0:40:44 > 0:40:47But far more important than the money for all of the women
0:40:47 > 0:40:50is having had someone to listen to their complaint
0:40:50 > 0:40:53and take it seriously, and that's something I'm very glad to say
0:40:53 > 0:40:56we were able to provide at the pop-up shop that day.
0:40:56 > 0:40:59And although that isn't to say the ending is a happy one,
0:40:59 > 0:41:04they'd all agree that it's gone a little way towards speeding up their recovery.
0:41:05 > 0:41:07I was absolutely thrilled
0:41:07 > 0:41:11and we were really excited that actually we'd have the chance
0:41:11 > 0:41:13to go and tell our story.
0:41:13 > 0:41:15That's all I contacted Rip-Off Britain for,
0:41:15 > 0:41:18was to generate a little bit of public awareness
0:41:18 > 0:41:22of when you're involved in something bad like we were,
0:41:22 > 0:41:24nobody really is there to help you.
0:41:33 > 0:41:36If you have a story you'd like us to investigate,
0:41:36 > 0:41:39then we now have even more ways to get in touch.
0:41:39 > 0:41:42You can join in the conversation on our Facebook page,
0:41:42 > 0:41:44just look for BBC Rip-Off Britain.
0:41:44 > 0:41:48As well as the most up-to-date news, you'll also find exclusive,
0:41:48 > 0:41:51behind-the-scenes clips and pictures from the show.
0:41:51 > 0:41:52Or you can log onto our website,
0:41:52 > 0:41:57bbc.co.uk/ripoffbritain,
0:41:57 > 0:41:59where there's plenty of advice and fact sheets
0:41:59 > 0:42:02full of tips on how you can avoid getting ripped off.
0:42:04 > 0:42:06Or, if you'd like to send us an e-mail,
0:42:06 > 0:42:10then our address is...
0:42:11 > 0:42:13Or indeed, if you want to send us a letter,
0:42:13 > 0:42:18then our new address is...
0:42:26 > 0:42:29Well, we've heard some deeply upsetting stories
0:42:29 > 0:42:31on the programme today, and I have to say
0:42:31 > 0:42:35I feel real sympathy for those women who had that awful accident in Cuba.
0:42:35 > 0:42:38Not only was the trauma itself difficult to bear,
0:42:38 > 0:42:40but what's equally harsh is the fact that it seems
0:42:40 > 0:42:42there isn't really anyone who can take responsibility.
0:42:42 > 0:42:45They just have to try and move on and put it all behind them.
0:42:45 > 0:42:48And so, I think you can totally understand and see
0:42:48 > 0:42:51why they just wanted someone, at the very least,
0:42:51 > 0:42:53to listen to what they've been through.
0:42:53 > 0:42:55And you know, I do think that, quite often,
0:42:55 > 0:42:59just being heard can mean as much as compensation to some people,
0:42:59 > 0:43:01and it's pretty obvious that, sometimes,
0:43:01 > 0:43:03big companies just forget that, don't they?
0:43:03 > 0:43:06Yes, they do. And I think what we've all learned from today
0:43:06 > 0:43:08is the fact that, no matter what the situation is,
0:43:08 > 0:43:11we want people at least to listen to us and maybe give a degree
0:43:11 > 0:43:14of understanding or sympathy, whatever goes with the territory,
0:43:14 > 0:43:17but generally, it's how an incident is dealt with
0:43:17 > 0:43:19that can make all the difference, and I think, on that note,
0:43:19 > 0:43:21that's where we've got to leave it for today.
0:43:21 > 0:43:25But do please keep sending in your stories and your experiences.
0:43:25 > 0:43:27Not just about holidays, of course,
0:43:27 > 0:43:30but on any topic whatsoever that you'd like us to investigate.
0:43:30 > 0:43:33We've got lots more programmes coming up this year.
0:43:33 > 0:43:35But for now, thank you very much for your company,
0:43:35 > 0:43:37hope you've enjoyed the programme, and from all of us, bye-bye.
0:43:37 > 0:43:39- Goodbye.- Goodbye.