0:00:02 > 0:00:05We asked you who's left you feeling ripped off when it comes to
0:00:05 > 0:00:07your holidays, and you came back with a catalogue
0:00:07 > 0:00:09of travel disasters.
0:00:09 > 0:00:12This can't be happening, it's a nightmare.
0:00:12 > 0:00:14Wake me up from it, please.
0:00:14 > 0:00:18It was just a shambles, that's the best way to say it.
0:00:18 > 0:00:20It was just a shambles.
0:00:20 > 0:00:23So, whether it's a deliberate rip-off, a simple mistake,
0:00:23 > 0:00:27or a catch in the small print, we'll find out why you're out of pocket,
0:00:27 > 0:00:30and what you can do about it.
0:00:30 > 0:00:33Your stories, your money - this is Rip Off Britain.
0:00:36 > 0:00:40Hello, and thank you so much for joining us on Rip Off Britain.
0:00:40 > 0:00:43We've come to the sunshine island of Tenerife to investigate some of your
0:00:43 > 0:00:46holiday stories, and it's lovely to have your company.
0:00:46 > 0:00:50But not everyone you come across on a trip away is always going to be
0:00:50 > 0:00:53quite so welcoming, and the fact is that who you end up
0:00:53 > 0:00:56sharing your holiday with can make a real difference to
0:00:56 > 0:00:57how much you enjoy it.
0:00:57 > 0:00:59Now, don't get us wrong, because by that, of course,
0:00:59 > 0:01:02we don't mean the people that you choose to travel with,
0:01:02 > 0:01:05however frustrating they may turn out to be on the trip!
0:01:05 > 0:01:07No, what we're talking about are the ones that you might
0:01:07 > 0:01:12find yourself saddled with en route, or indeed when you arrive,
0:01:12 > 0:01:16because the people that you sit next to or who are given a room next door
0:01:16 > 0:01:19to you can have a major impact on your trip,
0:01:19 > 0:01:23especially if their idea of a holiday is very different
0:01:23 > 0:01:26and certainly a lot noisier than yours.
0:01:26 > 0:01:27Now, each to their own of course,
0:01:27 > 0:01:30and if what you're after is a good old party atmosphere,
0:01:30 > 0:01:33you won't be very happy if you end up in a get-away-from-it-all
0:01:33 > 0:01:37quiet retreat. So we'll be seeing how accurately we're given the
0:01:37 > 0:01:41right impression of, say, a place's character and indeed its clientele,
0:01:41 > 0:01:44as well as getting an exclusive peek at what's being done
0:01:44 > 0:01:47to stop the sort of behaviour that can ruin a holiday
0:01:47 > 0:01:50before it's even begun.
0:01:50 > 0:01:53Coming up - a flight disrupted by drunken passengers
0:01:53 > 0:01:56and a small boy caught in the crossfire.
0:01:56 > 0:02:00This man, like, opened his bottle top and he, like,
0:02:00 > 0:02:02threw it back and it hit my head,
0:02:02 > 0:02:05and it made like this little hole in my head,
0:02:05 > 0:02:08and a little scratch of blood came out.
0:02:08 > 0:02:11And if your hotel's described as the lap of luxury,
0:02:11 > 0:02:15is this what you'd expect to find when you arrive?
0:02:15 > 0:02:18It just became mayhem, they were chucking drinks over each other,
0:02:18 > 0:02:22being sick in the pool. It was more like an 18-30...
0:02:22 > 0:02:24holiday club.
0:02:24 > 0:02:28Plus, keep it to yourself, but we reveal an island paradise
0:02:28 > 0:02:30that needn't break the bank.
0:02:34 > 0:02:36For many of us, arriving at the airport signals
0:02:36 > 0:02:40the start of the holiday, so it's perhaps no surprise that
0:02:40 > 0:02:43to get in the holiday spirit, or to steady their nerves,
0:02:43 > 0:02:46some travellers like to have a tipple at the bar
0:02:46 > 0:02:50before they board their flight. Nothing wrong with that, of course,
0:02:50 > 0:02:53unless, that is, the odd drink turns into a session.
0:02:53 > 0:02:56Because being drunk in a bar is one thing,
0:02:56 > 0:02:59but being drunk on a plane is quite another.
0:02:59 > 0:03:02Not least because in recent years there's been a big rise
0:03:02 > 0:03:05in delays caused by passengers who've had one too many.
0:03:05 > 0:03:08Well, airlines and airport staff are determined to minimise
0:03:08 > 0:03:11such disruption, and we went to see some of the methods
0:03:11 > 0:03:13they're using to do it.
0:03:16 > 0:03:20The golden age of air travel from the 1950s onwards
0:03:20 > 0:03:24brought unparalleled access to the world for those who could afford it.
0:03:24 > 0:03:28The luxury at airports and on board meant champagne corks were flying
0:03:28 > 0:03:30as much as the passengers.
0:03:30 > 0:03:32- NEWSREEL:- Several bottles of bubbly were popped
0:03:32 > 0:03:35and the passengers celebrated.
0:03:35 > 0:03:38In the decades since, on long-haul flights especially,
0:03:38 > 0:03:41we came to expect the drinks trolley to freely dispense all those
0:03:41 > 0:03:45miniature bottles, but if these days it seems to come round
0:03:45 > 0:03:48a little less often, there's a good reason for that.
0:03:48 > 0:03:51Because, with pubs and champagne bars jostling for space
0:03:51 > 0:03:54alongside the airport departure gates, there are concerns that
0:03:54 > 0:03:57some passengers have already had one too many
0:03:57 > 0:03:58before they even get on board.
0:04:01 > 0:04:04Now, for many people, having a drink at the airport or on the plane
0:04:04 > 0:04:07is just part of getting into the holiday spirit,
0:04:07 > 0:04:09but police and airlines are warning that overindulging
0:04:09 > 0:04:12could have consequences.
0:04:12 > 0:04:15Over the last few years, hundreds of passengers
0:04:15 > 0:04:18have been arrested on suspicion of being drunk on a plane, and,
0:04:18 > 0:04:22according to news reports, some very high fliers indeed may also have
0:04:22 > 0:04:25had more than just one for the road.
0:04:25 > 0:04:28Kate Moss has been escorted off a plane at Luton Airport
0:04:28 > 0:04:31for reportedly being disruptive.
0:04:31 > 0:04:34The French film star Gerard Depardieu was removed
0:04:34 > 0:04:38from an aeroplane after urinating in a bottle during takeoff.
0:04:42 > 0:04:45And we didn't have to look very hard to find people who'd shared
0:04:45 > 0:04:49a flight with passengers who'd gone overboard at the bar.
0:04:49 > 0:04:51It is annoying when somebody gets smashed on a plane.
0:04:51 > 0:04:54You don't really want to hear a crowd of people really drunk on the plane.
0:04:54 > 0:04:57I think it's a massive issue, actually, especially for the
0:04:57 > 0:04:59cabin crew on there as well, the things they have to deal with.
0:04:59 > 0:05:02I was on a flight to Spain and there was a group of guys,
0:05:02 > 0:05:05obviously drunk, and they were making a lot of noise,
0:05:05 > 0:05:09shouting a lot. It was just not comfortable.
0:05:09 > 0:05:12That discomfort is a feeling that single mum Sarah Gregory
0:05:12 > 0:05:17can certainly relate to after a flight she took to Ibiza in 2016.
0:05:17 > 0:05:19She was flying with her two children,
0:05:19 > 0:05:22seven-year-old Aston and four-year-old India,
0:05:22 > 0:05:24for a two-week family break in the sun.
0:05:24 > 0:05:28The children were really excited about going on holiday.
0:05:28 > 0:05:30It had taken me a year to save up,
0:05:30 > 0:05:33so it was aimed at being a lovely family break in Ibiza,
0:05:33 > 0:05:37which would be suitable for the children.
0:05:37 > 0:05:40Sarah booked her flights with Ryanair, which,
0:05:40 > 0:05:42two days before the family was due to fly,
0:05:42 > 0:05:45sent an e-mail explaining it was tightening the rules
0:05:45 > 0:05:49around alcohol consumption on its flights to Ibiza.
0:05:49 > 0:05:51It explained that any passenger considered to be drunk
0:05:51 > 0:05:55wouldn't be allowed to board their flight, and no pre-purchased alcohol
0:05:55 > 0:05:57could be brought on board either.
0:05:57 > 0:06:00All very reassuring for Sarah.
0:06:00 > 0:06:04It was going to be really easy to travel with the children,
0:06:04 > 0:06:08they were going to be safe and have a comfortable flight,
0:06:08 > 0:06:12and that it was going to be very manageable on my own
0:06:12 > 0:06:13travelling with the children.
0:06:15 > 0:06:17But when Sarah got to Leeds Bradford Airport
0:06:17 > 0:06:21and through to the departure lounge, it appeared that Ryanair's message
0:06:21 > 0:06:26hadn't got through to some of the other passengers on her flight.
0:06:26 > 0:06:30There was quite a lot of merriment, shouting, singing, obviously,
0:06:30 > 0:06:34as you would probably expect on boarding a flight to Ibiza.
0:06:34 > 0:06:39But nobody checked baggage, nobody looked in the bags,
0:06:39 > 0:06:42nobody was really assessing anyone to see if they were worse for wear
0:06:42 > 0:06:43through alcohol.
0:06:43 > 0:06:47And, as Sarah and her children boarded the plane,
0:06:47 > 0:06:51her heart sank when one visibly drunk passenger was doing so, too.
0:06:51 > 0:06:57The individual we'd actually seen staggering around earlier in the
0:06:57 > 0:07:00airport, to our surprise, actually got on the flight,
0:07:00 > 0:07:03was allowed to board it,
0:07:03 > 0:07:04walked down the aisle...
0:07:06 > 0:07:08..quite clearly worse for wear,
0:07:08 > 0:07:13and swearing profusely in front of my children.
0:07:13 > 0:07:17He then sat in the seat directly behind my son,
0:07:17 > 0:07:22continued to swear profusely, and then fell asleep.
0:07:25 > 0:07:28Hoping the other well-oiled passengers would also drop off,
0:07:28 > 0:07:31Sarah was dismayed to hear the announcement heralding the arrival
0:07:31 > 0:07:34of the drinks trolley, and she was disappointed to see
0:07:34 > 0:07:37drinks being served to people who, in her opinion,
0:07:37 > 0:07:39already appeared rather too merry,
0:07:39 > 0:07:43in complete contrast to what Ryanair's e-mail
0:07:43 > 0:07:45had said would happen.
0:07:45 > 0:07:48Things started to get very rowdy and disruptive,
0:07:48 > 0:07:52and I felt that the cabin crew were very much struggling to cope
0:07:52 > 0:07:54with the disruption at that point.
0:07:57 > 0:07:59And when the drunken passengers began throwing items
0:07:59 > 0:08:03across the cabin, Sarah's son, Aston, found himself
0:08:03 > 0:08:05in the firing line.
0:08:05 > 0:08:07Everyone was scared of them.
0:08:07 > 0:08:11They were shouting, they were screaming, they were putting
0:08:11 > 0:08:12fists out at everyone.
0:08:12 > 0:08:16This man, like, opened this bottle top and he, like,
0:08:16 > 0:08:20threw it back and it hit my head and it made, like,
0:08:20 > 0:08:25this little hole in my head and a little scratch of blood came out.
0:08:25 > 0:08:30The flight had degenerated into such a point where it became
0:08:30 > 0:08:34absolutely unbearable. It was just awful.
0:08:34 > 0:08:36When my son was actually struck on the head with the cans
0:08:36 > 0:08:40and bottle tops, it did make me really angry.
0:08:40 > 0:08:43The cabin crew, they didn't actually intervene or do anything
0:08:43 > 0:08:50to make the situation any better or any safer for my children.
0:08:50 > 0:08:53Sarah couldn't wait for the flight to come to an end,
0:08:53 > 0:08:56and once her holiday was over and she was back in the UK,
0:08:56 > 0:08:59she wanted to know not just why drunk and disorderly passengers
0:08:59 > 0:09:02had been allowed to board the flight in the first place,
0:09:02 > 0:09:06but why they were then able to buy and drink more alcohol,
0:09:06 > 0:09:08So, she wrote to Ryanair.
0:09:08 > 0:09:12But when the airline replied, its version of how things were handled
0:09:12 > 0:09:17was rather different from the way Sarah remembered them.
0:09:17 > 0:09:22I actually received a letter from the airline saying that it was
0:09:22 > 0:09:25regrettable that we hadn't enjoyed the flight.
0:09:25 > 0:09:30However, they had interviewed all the crew on board that flight
0:09:30 > 0:09:33and they were satisfied that procedures were followed.
0:09:33 > 0:09:37I don't feel that the airline took my complaint seriously
0:09:37 > 0:09:43or actually realised how bad the situation had been,
0:09:43 > 0:09:46particularly for my children.
0:09:46 > 0:09:49Well, when we contacted Ryanair, the airline agreed that
0:09:49 > 0:09:54a number of individuals caused a minor disturbance on Sarah's flight
0:09:54 > 0:09:56and were warned to behave.
0:09:56 > 0:09:58It said it operates strict guidelines
0:09:58 > 0:10:01for disruptive passengers who, in addition to being cautioned
0:10:01 > 0:10:03by the crew or captain,
0:10:03 > 0:10:07could be liable for further sanctions upon landing.
0:10:07 > 0:10:10Ryanair says it won't tolerate unruly behaviour,
0:10:10 > 0:10:12and the safety and comfort of customers,
0:10:12 > 0:10:16crew and aircraft is its number one priority.
0:10:16 > 0:10:20And it reiterated that, after consulting with passengers and airports...
0:10:31 > 0:10:33But it's not just the behaviour of
0:10:33 > 0:10:36drunken passengers that can cause problems on flights.
0:10:36 > 0:10:40Identifying and tackling those intoxicated passengers,
0:10:40 > 0:10:44not to mention their friends and luggage, can have quite an impact, too,
0:10:44 > 0:10:47disrupting and even delaying flights.
0:10:47 > 0:10:49So, to prevent such incidents,
0:10:49 > 0:10:53Glasgow Prestwick Airport has employed extra staff who've been likened to
0:10:53 > 0:10:58bouncers, because it's their job to keep an eye on passengers' pre-flight
0:10:58 > 0:11:03boozing, and intervene if it looks as if things are getting out of hand.
0:11:03 > 0:11:08Security operations manager Kate Kilgour is overseeing the new initiative.
0:11:08 > 0:11:10Introducing the bouncers,
0:11:10 > 0:11:12we obviously want to try and achieve the early intervention,
0:11:12 > 0:11:14so building rapport.
0:11:14 > 0:11:17As soon as the passengers come into the terminal,
0:11:17 > 0:11:20we want to try and obviously gauge how they are, to see if they've actually had
0:11:20 > 0:11:23any alcohol consumption before they've arrived.
0:11:24 > 0:11:25Kate plans ahead,
0:11:25 > 0:11:29checking the make-up of passenger lists for flights to destinations
0:11:29 > 0:11:34popular with stag, hen and general partygoers, such as Magaluf and Ibiza.
0:11:34 > 0:11:38When she identifies potential flashpoints, she books extra security,
0:11:38 > 0:11:42specifically to deal with alcohol-related problems.
0:11:42 > 0:11:45On duty today is Tommy Mitchell,
0:11:45 > 0:11:48a doorman with ten years' experience in pubs and clubs.
0:11:48 > 0:11:52Passengers booked on the 3.15 Ibiza flight are starting to roll in,
0:11:52 > 0:11:55and he's keeping a watchful eye on them.
0:11:55 > 0:11:58And it doesn't take long before Kate spots a group she'd like Tommy
0:11:58 > 0:12:00to have a chat with.
0:12:00 > 0:12:03Obviously, because they're in a large group, they're quite noisy,
0:12:03 > 0:12:04so I've asked them to watch their noise levels,
0:12:04 > 0:12:08and obviously just to think of the comfort and safety of others around
0:12:08 > 0:12:11about them. Foul language, that kind of thing. I've also
0:12:11 > 0:12:13advised them about alcohol levels,
0:12:13 > 0:12:15and we would be off-loading if anybody was deemed to be too under
0:12:15 > 0:12:18- the influence.- I'll just go over and show my presence...
0:12:18 > 0:12:21- Thank you.- ..and have a chat with them. Thanks, Kate.
0:12:22 > 0:12:26Tommy's approach to simply introduce himself to groups such as these is often all
0:12:26 > 0:12:30it takes to curb any overenthusiastic behaviour.
0:12:31 > 0:12:34- How are you doing, boys, all right? - Aye.- Great, Tommy.- Good, good.
0:12:34 > 0:12:36Good, I like that. You know my name, I like that.
0:12:36 > 0:12:38I believe my colleague had a wee chat with you earlier.
0:12:38 > 0:12:41Just to say, "Calm down." Aye, that's all right.
0:12:41 > 0:12:44- We're all right, Tommy.- No, it's just because there's a group of you,
0:12:44 > 0:12:47- you are having a bit of chat. - No, no, aye.- That's fine. Where are you going,
0:12:47 > 0:12:50- Ibiza?- Ibiza.- Fantastic.
0:12:50 > 0:12:52When I go over, have a little chat, I make sure,
0:12:52 > 0:12:55I do a quick look at them and make sure
0:12:55 > 0:12:57none of them are intoxicated or on drugs,
0:12:57 > 0:12:59and I'm also looking for their attitude.
0:12:59 > 0:13:02And to be fair, they're a good bunch of guys, we just had a bit of chat.
0:13:02 > 0:13:03Having a laugh with them.
0:13:03 > 0:13:07And though Tommy's quick once-over of the group hasn't raised any
0:13:07 > 0:13:11immediate concerns, he knows how quickly the mood can change.
0:13:11 > 0:13:13It's all about an early intervention
0:13:13 > 0:13:16before they go through airside and get some more alcohol.
0:13:16 > 0:13:18So, when I engage with them, that's what...
0:13:18 > 0:13:22I know there's 20 of them there, it takes a minute or two to do it,
0:13:22 > 0:13:24but I've had a good look at every one of them,
0:13:24 > 0:13:26and they're actually all right, to be fair.
0:13:26 > 0:13:30Kate's confident that such interventions are doing the trick.
0:13:30 > 0:13:33We've definitely seen a marked improvement since introducing the stewards
0:13:33 > 0:13:35within the terminal.
0:13:35 > 0:13:38Obviously just having that extra pair of eyes,
0:13:38 > 0:13:41that early intervention is definitely key for us.
0:13:42 > 0:13:46Glasgow Prestwick isn't the only airport to operate such a scheme.
0:13:46 > 0:13:49Glasgow's other airport and London Gatwick
0:13:49 > 0:13:53are among those to have also introduced initiatives to tackle excessive
0:13:53 > 0:13:56drinking before passengers get on board.
0:13:56 > 0:13:59And in summer 2016, many
0:13:59 > 0:14:04other airports and airlines signed up to a UK aviation industry code of practice.
0:14:04 > 0:14:07According to aviation expert Julian Bray,
0:14:07 > 0:14:08that's not before time.
0:14:09 > 0:14:15Bad behaviour on aircraft, this has been a wake-up call to the industry because previously
0:14:15 > 0:14:18they were prepared to allow a little bit of merriment to go on.
0:14:18 > 0:14:23The point is, you are entering an environment, it's a strange environment,
0:14:23 > 0:14:26you're excited, you're breathing
0:14:26 > 0:14:29recirculated air, so you're very dry.
0:14:29 > 0:14:32And so alcohol will react very, very quickly.
0:14:32 > 0:14:35So the industry's finally realised this, and they've said, "Right, OK,
0:14:35 > 0:14:39"we're going to try and make sure it's safe for everybody, because everybody
0:14:39 > 0:14:43"has a right to quiet enjoyment on a flight."
0:14:43 > 0:14:47It's now written into some airlines' terms and conditions that staff can
0:14:47 > 0:14:50deny boarding to anyone's who's drunk, and if that happens,
0:14:50 > 0:14:52there's no chance of a refund.
0:14:52 > 0:14:56Their holiday might be ending there and then at the airport.
0:14:56 > 0:15:00And of course they will lose their money, because if they're not fit to
0:15:00 > 0:15:03fly, or the captain, for whatever reason,
0:15:03 > 0:15:05and he doesn't have to give a reason,
0:15:05 > 0:15:08if he's just unhappy about taking a particular person,
0:15:08 > 0:15:12or a particular group, that is the end of their holiday.
0:15:12 > 0:15:14And they have lost the money, and there is no redress.
0:15:16 > 0:15:18For her part, after her flight last summer,
0:15:18 > 0:15:22Sarah would welcome more initiatives such as the one at Glasgow.
0:15:23 > 0:15:28I am concerned that this could actually happen again if we go on
0:15:28 > 0:15:32holiday again next year, so unless something is done in the interim to
0:15:32 > 0:15:35prevent this, then it is quite worrying.
0:15:35 > 0:15:39It's difficult enough to travel with children, and given the situation,
0:15:39 > 0:15:43it's not one that I would wish any other family to go through.
0:15:46 > 0:15:49Now, before arriving at a holiday hotel,
0:15:49 > 0:15:53each of us will have a very clear idea of what sort of atmosphere we'd
0:15:53 > 0:15:55like it to have. For example,
0:15:55 > 0:15:57you might be looking for somewhere peaceful and relaxing and very much
0:15:57 > 0:15:59geared to adults only.
0:15:59 > 0:16:03Or maybe you want a place more family focused with all the hubbub and fun
0:16:03 > 0:16:07that that involves. Or, of course, you could be looking for a full-on
0:16:07 > 0:16:09party atmosphere... Is it me?
0:16:09 > 0:16:11You'll have to guess. ..with music going on around the clock.
0:16:11 > 0:16:13Now, whichever is your preference,
0:16:13 > 0:16:15and I'm absolutely sure which one I like,
0:16:15 > 0:16:17you're not going to be happy if you don't get it,
0:16:17 > 0:16:21especially if instead you end up with quite the opposite of what you
0:16:21 > 0:16:23thought that you'd chosen and indeed
0:16:23 > 0:16:26what it seemed that the holiday company had promised.
0:16:27 > 0:16:30Quality time relaxing quietly.
0:16:30 > 0:16:32With the only noise to disturb you,
0:16:32 > 0:16:36the gentle sound of waves lapping at the shore.
0:16:36 > 0:16:38Veterinary nurse Debbie Parry's requirements for her week away with
0:16:38 > 0:16:41her boyfriend was simple.
0:16:41 > 0:16:42We've both got full-time jobs,
0:16:42 > 0:16:44we don't really see a lot of each other,
0:16:44 > 0:16:46even though we live together.
0:16:46 > 0:16:48Holidays are very, very important to us.
0:16:48 > 0:16:51And this is why we like to spend quiet time together.
0:16:51 > 0:16:56To have our own privacy, and just to enjoy together time.
0:16:57 > 0:17:00To make sure rest and relaxation
0:17:00 > 0:17:03would be what she got on her holiday in September 2015,
0:17:03 > 0:17:07Debbie restricted her search to hotels that particularly
0:17:07 > 0:17:10described themselves as adults only.
0:17:11 > 0:17:15We have nothing against children, I do have two young nephews.
0:17:15 > 0:17:19But I wouldn't want a holiday with them.
0:17:19 > 0:17:21After a bit of searching online,
0:17:21 > 0:17:24Debbie found what sounded like the perfect option,
0:17:24 > 0:17:26with the holiday giant Thomson.
0:17:26 > 0:17:28It was a seven night stay in the five-star
0:17:28 > 0:17:31Insula Alba Resort and Spa in Crete,
0:17:31 > 0:17:34one of the company's platinum resorts.
0:17:34 > 0:17:38Which means it's part of a hand-picked selection of first-rate properties.
0:17:38 > 0:17:42Not only did the hotel offer designer decor and sea views,
0:17:42 > 0:17:47but Thomson's website clearly stated that the resort was adults only.
0:17:47 > 0:17:50Now, for Debbie, it was just what she was looking for,
0:17:50 > 0:17:54so she enthusiastically booked.
0:17:54 > 0:17:59It was adults only, it just ticked the right boxes as far as I was concerned,
0:17:59 > 0:18:02and it just sounded absolutely fantastic.
0:18:02 > 0:18:0517 weeks later, when the holiday came around,
0:18:05 > 0:18:08Debbie and her boyfriend, Steve, were well and truly ready for a
0:18:08 > 0:18:11peaceful and relaxing week in the sun.
0:18:11 > 0:18:15But the childfree haven they were expecting wasn't quite the scene
0:18:15 > 0:18:18they were greeted with on their first morning.
0:18:19 > 0:18:21Unfortunately, when we went in for breakfast,
0:18:21 > 0:18:25we noticed that there were quite a few families in there.
0:18:25 > 0:18:27So that was fine, the breakfast was lovely.
0:18:27 > 0:18:30But it did raise an alarm bell.
0:18:31 > 0:18:33Not thinking too much about it,
0:18:33 > 0:18:36the couple returned to their room to make the most of their private pool.
0:18:36 > 0:18:41But their much wanted peace and quiet was shattered by the screams
0:18:41 > 0:18:44of a baby crying in the adjoining room.
0:18:44 > 0:18:46I just then got frustrated. I went to the reception,
0:18:46 > 0:18:51I was given the e-mail address for the Thomson rep and
0:18:51 > 0:18:54I then came back, sent her an e-mail explaining the situation.
0:18:56 > 0:18:59Debbie's point was that although of course she understands babies do
0:18:59 > 0:19:03cry, she hadn't expected that to be an issue in a hotel described as
0:19:03 > 0:19:08adults only. The rep agreed to move them to a different room,
0:19:08 > 0:19:11which they all hoped would be more peaceful, and at first it was.
0:19:13 > 0:19:17This room was lovely, and then within sort of 24 hours,
0:19:17 > 0:19:20a group of young adults had then moved into the room next door and
0:19:20 > 0:19:25they were just playing music from nine o'clock in the morning until,
0:19:25 > 0:19:29after about five, six phone calls to the reception,
0:19:29 > 0:19:32the manager finally came and told them to turn the music down.
0:19:34 > 0:19:36But by this time, three days
0:19:36 > 0:19:40into their seven-day break, Debbie's hopes of a relaxing trip were fading
0:19:40 > 0:19:44- very fast.- We ate out most nights,
0:19:44 > 0:19:47simply just to have some quiet time to ourselves.
0:19:47 > 0:19:48I just couldn't wait to get home.
0:19:51 > 0:19:54As soon as they returned to the UK,
0:19:54 > 0:19:56Debbie got in touch with Thomson to complain.
0:19:56 > 0:20:00She didn't feel the hotel had been what she'd expected at all.
0:20:00 > 0:20:05And she certainly couldn't understand why it was described as adults only
0:20:05 > 0:20:08on Thomson's website, as well as the hotel's own website,
0:20:08 > 0:20:10when clearly that was not the case.
0:20:10 > 0:20:14I do feel that I was mis-sold the holiday.
0:20:14 > 0:20:17The reason that I chose that hotel was because it clearly stated
0:20:17 > 0:20:19"adults only".
0:20:20 > 0:20:24Thomson responded to Debbie with an e-mail that she found preposterous.
0:20:24 > 0:20:28Although the company apologised for any inconvenience caused,
0:20:28 > 0:20:31it also explained that the hotel was in fact adult focused,
0:20:31 > 0:20:34which means that although it's recommended for adults,
0:20:34 > 0:20:37there may be children there from other tour operators.
0:20:37 > 0:20:41And while they pointed out that this was stated in its terms and conditions,
0:20:41 > 0:20:44as far as Debbie is concerned, if that's the case,
0:20:44 > 0:20:46it shouldn't really have been labelled,
0:20:46 > 0:20:48and indeed sold, as adults only.
0:20:48 > 0:20:50I was very upset by the response,
0:20:50 > 0:20:54and nowhere in the advertisement did it say "adult focused".
0:20:55 > 0:20:58And you can see her point. When we checked,
0:20:58 > 0:21:03both Thomson's website and the hotel's were still very clearly describing the
0:21:03 > 0:21:07hotel as adults only and not adult focused.
0:21:08 > 0:21:10Well, when we got in touch with Thomson,
0:21:10 > 0:21:13the company told us it was very sorry to hear of her experience,
0:21:13 > 0:21:17and while it does have agreements in place with hoteliers at all
0:21:17 > 0:21:21adult-only resorts, it conceded that on this occasion these may not have
0:21:21 > 0:21:23been adhered to.
0:21:23 > 0:21:27Describing circumstances such as this is extremely rare,
0:21:27 > 0:21:31it added that it was carrying out a full investigation with the hotel
0:21:31 > 0:21:34management and will make any necessary changes.
0:21:35 > 0:21:40And it said it has now offered Debbie a goodwill gesture of £100,
0:21:40 > 0:21:42or £150 off her next holiday,
0:21:42 > 0:21:45which she has refused because she doesn't feel it covers her
0:21:45 > 0:21:47disappointment for what happened.
0:21:51 > 0:21:54But a very similar complaint has landed Thomson in hot water before.
0:21:54 > 0:21:58Back in 2012, the company was rapped over the knuckles by the
0:21:58 > 0:22:03Advertising Standards Authority after breaks advertised as adult only
0:22:03 > 0:22:07turned out to be a resort hosting families with young children.
0:22:09 > 0:22:13And another couple to contact us after staying in a Thomson hotel,
0:22:13 > 0:22:16where they say the vibe didn't quite match expectations,
0:22:16 > 0:22:19is Jeffrey Gardner and his wife, Geraldine.
0:22:19 > 0:22:23They got in touch to tell us that although kids weren't a complete no-no
0:22:23 > 0:22:26on a trip they took to Mexico with friends David and Trish,
0:22:26 > 0:22:29they did expect to have a peaceful and relaxing time.
0:22:29 > 0:22:33We'd found out that probably the best place for us to go would be Riviera Maya,
0:22:33 > 0:22:36as it's a nice, quiet resort.
0:22:38 > 0:22:41Having stayed in one of Thomson's Gold collection of resorts in the
0:22:41 > 0:22:46past, described by the company as classic holidays designed for adults,
0:22:46 > 0:22:49the foursome, keen to experience a similar type of break,
0:22:49 > 0:22:53plumped this time for a hotel from the tour operator's Platinum range,
0:22:53 > 0:22:57believing it would provide even higher levels of peace and relaxation.
0:22:57 > 0:23:01We were very much looking for a relaxing holiday,
0:23:01 > 0:23:04but somewhere that wasn't totally quiet,
0:23:04 > 0:23:09but equally we wanted to be able to kind of relax during the day and,
0:23:09 > 0:23:13you know, kind of just generally have a nice, peaceful time.
0:23:15 > 0:23:18They paid £7,200 between them for two weeks at the
0:23:18 > 0:23:22Grand Sirenis Riviera Maya Resort and Spa,
0:23:22 > 0:23:26described on Thomson's website as the lap of luxury.
0:23:26 > 0:23:27But when they arrived,
0:23:27 > 0:23:31the couples were surprised at the sort of clientele already lapping up
0:23:31 > 0:23:35that luxury, and the volume at which they were doing it.
0:23:35 > 0:23:38When we actually arrived on the resort,
0:23:38 > 0:23:42the first impression was that it was very loud and it was
0:23:42 > 0:23:46more like an 18-30 holiday club.
0:23:47 > 0:23:51In fact, Jeffrey and Geraldine were astonished to find themselves caught up in the
0:23:51 > 0:23:56notorious annual spring break celebrations of hundreds of students
0:23:56 > 0:24:00aged from 18 to 21. So notorious that television programmes have even
0:24:00 > 0:24:05made about it. And our couples' photos tell a very similar story.
0:24:05 > 0:24:09It just became mayhem, they were chucking drinks over each other, being sick in the pool.
0:24:09 > 0:24:15The noise was of a level where you couldn't really escape it.
0:24:15 > 0:24:18The couples complained to the Thomson rep and asked to move
0:24:18 > 0:24:22hotels. But with nowhere else available at such short notice,
0:24:22 > 0:24:24they had no choice but to stay put.
0:24:24 > 0:24:28We definitely felt as though our complaints were falling on deaf ears.
0:24:28 > 0:24:32The standard response seemed to be, "We will talk to the hotel manager about it."
0:24:32 > 0:24:35We came back feeling really frustrated,
0:24:35 > 0:24:41not rested and really unhappy with a large percentage
0:24:41 > 0:24:43of the time that we had there.
0:24:44 > 0:24:48Now, nowhere on Thomson's brochures, or indeed on its website, does the company make
0:24:48 > 0:24:52any promises about the age or type of customers that you might expect to be
0:24:52 > 0:24:56sharing a hotel with. And however noisy they might have been,
0:24:56 > 0:24:58those students were adults.
0:24:58 > 0:25:00But when Jeffrey complained to Thomson,
0:25:00 > 0:25:05his argument was that as these students' idea of a holiday was so obviously
0:25:05 > 0:25:07very different to his own,
0:25:07 > 0:25:10he was never going to have got the relaxing holiday he presumed he'd
0:25:10 > 0:25:14booked by choosing a top-of-the-range platinum hotel.
0:25:14 > 0:25:17So the company did offer him some money back.
0:25:18 > 0:25:22They offered us £60 compensation each,
0:25:22 > 0:25:25which we thought was like a derogatory offer.
0:25:25 > 0:25:26And which we refused.
0:25:28 > 0:25:32Then they said they would pass it to somebody senior,
0:25:32 > 0:25:34and it would take another 56 days to investigate.
0:25:36 > 0:25:39Well, forget 56 days, or even 56 weeks,
0:25:39 > 0:25:43a lot longer has passed and the couple say that they are yet to
0:25:43 > 0:25:45receive a final response to their complaint.
0:25:45 > 0:25:49This complaint was made nearly two and a half years ago.
0:25:49 > 0:25:54And I feel that Thomson have just totally ignored,
0:25:54 > 0:25:57ignored everything that I've said.
0:25:57 > 0:26:00The complaints that I've made, they've not taken seriously.
0:26:00 > 0:26:04Whilst Thomson didn't comment directly on why Jeffrey and Geraldine are
0:26:04 > 0:26:08still waiting to hear from it regarding their complaint,
0:26:08 > 0:26:11it did say it's sorry the two couples were unhappy with their
0:26:11 > 0:26:15holiday experience. It said the management at its hotels worked closely with its
0:26:15 > 0:26:20destination services teams to monitor guests' behaviour and ensure
0:26:20 > 0:26:23that all customers are able to enjoy the holiday.
0:26:23 > 0:26:27It added that it's offered a gesture of goodwill to apologise.
0:26:29 > 0:26:30Geraldine and Jeffrey, however,
0:26:30 > 0:26:34say that they have rejected that offer and point out that on various
0:26:34 > 0:26:37holidays booked with Thomson, both before and since,
0:26:37 > 0:26:39they've paid a lot less to stay in nicer hotels.
0:26:39 > 0:26:42And following their experience in Mexico,
0:26:42 > 0:26:46they now spend time combing through the small print before handing over
0:26:46 > 0:26:49any money, so that they can be confident they'll end up with the sort of
0:26:49 > 0:26:52holiday they're expecting.
0:26:52 > 0:26:54I've booked with Thomson many times,
0:26:54 > 0:26:56and I've had a fantastic experience with them,
0:26:56 > 0:27:02but it was just this one resort that we went to,
0:27:02 > 0:27:06where they said they weren't in control of what other companies
0:27:06 > 0:27:10brought in. If I'd have known this before I went, I wouldn't have gone.
0:27:13 > 0:27:18As for Debbie, well, she still feels that whatever the terms and conditions may say,
0:27:18 > 0:27:22a hotel is either adult only or it's not.
0:27:22 > 0:27:26If you book an adult only hotel, you should expect adults only.
0:27:26 > 0:27:30Whereas now I would be always thinking,
0:27:30 > 0:27:32"Is it going to be adults only?"
0:27:32 > 0:27:34And the answer to that question is - who knows?
0:27:40 > 0:27:42Still to come on Rip-Off Britain,
0:27:42 > 0:27:46a company that says that it specialises in holidays for single travellers.
0:27:46 > 0:27:49So how did it get this one so wrong?
0:27:49 > 0:27:52When I got there and discovered I had no accommodation,
0:27:52 > 0:27:55I must admit I felt quite abandoned.
0:27:55 > 0:27:58I could have gone home at that point, to be quite honest.
0:28:02 > 0:28:05Our travel expert, Simon Calder, has all the secrets to save
0:28:05 > 0:28:08you money on your money on your travels. He's full of tips on everything
0:28:08 > 0:28:13from how to avoid the crowds, to the best way to steer clear of those tourist traps.
0:28:15 > 0:28:18This time, the Azores.
0:28:18 > 0:28:21I've organised some truly dreadful holidays.
0:28:21 > 0:28:25Just ask my family about the fly drive to Denmark,
0:28:25 > 0:28:27where it turned out there was no car!
0:28:27 > 0:28:32Or the expedition to Greenland and Baffin Island that was basically two
0:28:32 > 0:28:36weeks sitting and stewing on an old Polish ferry.
0:28:36 > 0:28:42But there was one trip that delivered fantastic experiences and formidable value.
0:28:44 > 0:28:48The Azores are a collection of islands in the middle of the Atlantic,
0:28:48 > 0:28:52and since the Portuguese government allowed budget airlines to fly there
0:28:52 > 0:28:56in 2015, the price of flights has dropped by two thirds.
0:28:56 > 0:28:58Even better, once you arrive,
0:28:58 > 0:29:02Simon says it's easy to explore on the cheap.
0:29:02 > 0:29:06Prices in most remote islands are annoyingly high,
0:29:06 > 0:29:09but in the Azores they're gratifyingly low.
0:29:09 > 0:29:13You could spend more than £50 for a decent hotel room,
0:29:13 > 0:29:17or over a tenner for a good dinner with a glass of wine,
0:29:17 > 0:29:18but there's not really much point.
0:29:18 > 0:29:21And taxis are so inexpensive,
0:29:21 > 0:29:25you might consider using them instead and simply not renting a car.
0:29:25 > 0:29:30And Simon has a list of must sees and things to do.
0:29:30 > 0:29:31The volcanic observatory,
0:29:31 > 0:29:35a hike up to the Lake of Fire in the east of the island,
0:29:35 > 0:29:39a steam and soak with naturally heated water in the centre at
0:29:39 > 0:29:42Caldeira Velha, and the stunning Seven Cities,
0:29:42 > 0:29:47a cascade of volcanic craters near the western edge.
0:29:47 > 0:29:51By the end of the day, you'll feel you've witnessed the raw edge of the
0:29:51 > 0:29:55world, but you've still got a fish dinner to look forward to.
0:30:01 > 0:30:05Travelling solo is a topic that we've covered on this programme on a number of occasions.
0:30:05 > 0:30:08In particular, we've looked into something that I especially have
0:30:08 > 0:30:13strong views on myself, and that is those dreaded single supplements.
0:30:13 > 0:30:16But this year, we've been contacted by a number of people with some very
0:30:16 > 0:30:20different concerns about trips that they've booked,
0:30:20 > 0:30:24either travelling on their own or as part of a group of other single
0:30:24 > 0:30:28travellers. Because when you are by yourself, in a foreign country,
0:30:28 > 0:30:31it really does become especially important that what you expect to
0:30:31 > 0:30:35get from your holiday is how things turn out.
0:30:35 > 0:30:40Unfortunately, the people who've been in touch with us would say that
0:30:40 > 0:30:43that definitely is not what has happened to them.
0:30:45 > 0:30:49The freedom to explore a new country or city at my own pace,
0:30:49 > 0:30:51which is pretty fast,
0:30:51 > 0:30:55has meant that some of my favourite trips away have been ones with just
0:30:55 > 0:30:57myself for company.
0:30:57 > 0:30:59Whenever I have been away on a break my own,
0:30:59 > 0:31:04I've always tried to ensure in advance that I'm going to get
0:31:04 > 0:31:06exactly what I plan for.
0:31:06 > 0:31:09Are the restaurants and the bars nice and close so I don't have to walk
0:31:09 > 0:31:11too far, particularly at night?
0:31:11 > 0:31:14Will there be other people at the resort with the same interests and
0:31:14 > 0:31:18tastes? And I have to say that so far, most of the things I've planned
0:31:18 > 0:31:22have worked out pretty well, but I know that unfortunately that's not the case
0:31:22 > 0:31:24for everyone.
0:31:24 > 0:31:28Mary Kelso from Darvel in Ayrshire for one.
0:31:28 > 0:31:32Until her last trip, she loved travelling alone.
0:31:32 > 0:31:34It's a good way of meeting new friends.
0:31:34 > 0:31:38I've met a lot of nice people that I would never have met unless I'd gone
0:31:38 > 0:31:42on holiday on my own, so it's been very worthwhile.
0:31:43 > 0:31:48And Mary's always known that keeping safe can be extra important when
0:31:48 > 0:31:53- she's by herself.- The last few holidays I've been, city breaks,
0:31:53 > 0:31:58and that's more concerning because you're always being told about the
0:31:58 > 0:32:03security and pickpockets and going out in the dark at night on your own,
0:32:03 > 0:32:06but during the day, it's not an issue for me.
0:32:08 > 0:32:11So, Mary's never let any of that put her off,
0:32:11 > 0:32:16and in August 2015 she booked a week in Barcelona with a company called
0:32:16 > 0:32:18Barrhead Travel.
0:32:18 > 0:32:23I was in the travel agents that day for two hours, to make sure
0:32:23 > 0:32:27that... I wanted half-board because
0:32:27 > 0:32:31at night-time and in the dark, I didn't have to go out if I didn't want to
0:32:31 > 0:32:35go out, and she had said that
0:32:35 > 0:32:37the place she had booked me in Barcelona was
0:32:37 > 0:32:41ideal for where I wanted to be.
0:32:41 > 0:32:46Barrhead Travel calls itself "the UK's leading independent travel company,"
0:32:46 > 0:32:51its website promising perfect trips and top-notch customer service.
0:32:51 > 0:32:55What's more, though not catering solely for single travellers,
0:32:55 > 0:32:58it does claim to be a specialist in that market,
0:32:58 > 0:33:01and one that will take care of everything.
0:33:01 > 0:33:03So, Mary felt she was in safe hands.
0:33:03 > 0:33:06I knew most of the places I wanted to visit,
0:33:06 > 0:33:09because Barcelona's known for its architecture.
0:33:09 > 0:33:14I still like to go out and not know where I'm going.
0:33:14 > 0:33:17It's the sort of place you could spend all day.
0:33:17 > 0:33:21But while Mary arrived in Barcelona fully prepared for her break,
0:33:21 > 0:33:26it seems Barcelona wasn't quite prepared for her.
0:33:26 > 0:33:28Or at least, the hotel that she'd arrived at wasn't.
0:33:28 > 0:33:32In fact, it had no record of her booking at all.
0:33:32 > 0:33:35When I got there and discovered I had no accommodation,
0:33:35 > 0:33:38I must admit I felt quite abandoned.
0:33:39 > 0:33:44I had received all these promises from Barrhead Travel that this was a
0:33:44 > 0:33:48good hotel, I would be well received and
0:33:48 > 0:33:51it was within the areas that I wanted to be,
0:33:51 > 0:33:53to discover that I didn't even have a bed for the night.
0:33:53 > 0:33:57I could have gone home at that point, to be quite honest.
0:33:57 > 0:34:01The hotel told Mary it looked as if Barrhead Travel had incorrectly
0:34:01 > 0:34:05booked her into another hotel with a very similar name,
0:34:05 > 0:34:09but that hotel was a 40-minute drive away, in a resort called Calella,
0:34:09 > 0:34:13far from the central Barcelona area where she wanted to be.
0:34:13 > 0:34:17By now it was getting late, and seeing Mary was devastated,
0:34:17 > 0:34:20the hotel staff agreed to let her stay for the night,
0:34:20 > 0:34:23although they didn't have room for her for the rest of the week.
0:34:23 > 0:34:26She immediately rang Barrhead Travel,
0:34:26 > 0:34:30who said it would find her a suitable alternative the next morning.
0:34:30 > 0:34:34But what the company came up with didn't match the criteria that Mary
0:34:34 > 0:34:37had made clear when she booked the trip.
0:34:37 > 0:34:41The hotel wasn't half-board, and though there were restaurants nearby,
0:34:41 > 0:34:44it meant she'd have to eat in them alone,
0:34:44 > 0:34:47which was exactly the situation she'd hoped to avoid.
0:34:47 > 0:34:50I had nowhere I could go for breakfast.
0:34:50 > 0:34:52I couldn't even get a drink of any sort.
0:34:52 > 0:34:54It was far too far away. I mean, it took
0:34:54 > 0:34:59me half an hour that day to walk in to some of
0:34:59 > 0:35:04the sights that I wanted to see. It was just not acceptable.
0:35:05 > 0:35:09So, once again, Mary got on the phone to Barrhead Travel,
0:35:09 > 0:35:12who agreed to move her to a third hotel.
0:35:12 > 0:35:15This one was closer to the sights that she'd come to see,
0:35:15 > 0:35:18and it had its own rooftop restaurant.
0:35:20 > 0:35:22And though she did eventually settle here,
0:35:22 > 0:35:26the booking bungle totally spoiled her enjoyment of the trip,
0:35:26 > 0:35:27and on this occasion,
0:35:27 > 0:35:31travelling solo certainly wasn't the positive experience she'd hoped that
0:35:31 > 0:35:32it would be.
0:35:33 > 0:35:37When we put all of this to Barrhead Travel, the company said it..
0:35:41 > 0:35:45..so was extremely disappointed to hear of Mary's experience.
0:35:45 > 0:35:49It puts the blame for what happened on "a supplier system error",
0:35:49 > 0:35:53but says it immediately made arrangements for alternative accommodation in
0:35:53 > 0:35:57the centre of Barcelona, covered all additional hotel fees and,
0:35:57 > 0:36:02in line with ABTA guidelines, reimbursed all expenses.
0:36:02 > 0:36:05It says it was in contact with Mary on a daily basis,
0:36:05 > 0:36:09as her safety and wellbeing were its top priorities.
0:36:09 > 0:36:14Barrhead added that as well as sincerely apologising for the inconvenience
0:36:14 > 0:36:19caused, as a goodwill gesture, it offered Mary further compensation,
0:36:19 > 0:36:21which she's accepted.
0:36:23 > 0:36:27Travel expert Simon Calder is used to trips away by himself,
0:36:27 > 0:36:31but he can see why Mary would have felt the way she did.
0:36:31 > 0:36:34I travel loads on my own, and it's fantastic.
0:36:34 > 0:36:36Of course, it's got some challenges,
0:36:36 > 0:36:39particularly for women travelling alone,
0:36:39 > 0:36:43which is why if you can sign up with a good tour operator,
0:36:43 > 0:36:47who's going to guarantee you a great experience with a certain amount of
0:36:47 > 0:36:52security as well, that's quite possibly a good solution.
0:36:52 > 0:36:56And it's one that Nicola Murphy from Oxfordshire went for when she was
0:36:56 > 0:36:59planning a solo holiday. She plumped for a trip travelling as part of a
0:36:59 > 0:37:03group, with a company that promised the best holidays for single
0:37:03 > 0:37:07travellers, but that didn't mean quite what she'd thought,
0:37:07 > 0:37:12as she explained to Simon before he jetted off on his next expedition.
0:37:12 > 0:37:16I did the modern thing, which was to Google single holidays for over-50s,
0:37:16 > 0:37:22scrolled down and found one called Archers Direct Holidays.
0:37:22 > 0:37:25Looked through their tours and really liked the tour,
0:37:25 > 0:37:26a two-week tour of Thailand.
0:37:29 > 0:37:33But a few weeks after she'd booked, Nicola rang the company to check something,
0:37:33 > 0:37:38and as the chat continued, she discovered something she hadn't realised.
0:37:38 > 0:37:42I said to them, "So, how many people are on the tour?"
0:37:42 > 0:37:46And they said, "Well, X number of couples and four single people."
0:37:46 > 0:37:51So I said, "Well, actually that isn't therefore a singles holiday."
0:37:51 > 0:37:55And so how did that conversation develop?
0:37:55 > 0:37:59They basically said to me because it was only a couple of weeks before the departure date,
0:37:59 > 0:38:02that I couldn't have my money back, so it was left...
0:38:02 > 0:38:06- Tough luck, really, to me. - And you decided to cancel?
0:38:06 > 0:38:09I did, because like I said, I didn't want to go on a holiday where
0:38:09 > 0:38:13there were only three other single travellers and
0:38:13 > 0:38:16probably about 16 couples,
0:38:16 > 0:38:19that wasn't what I was looking for.
0:38:19 > 0:38:23The trouble was, though Archers Holidays does claim to offer singles
0:38:23 > 0:38:26breaks that attract like-minded people,
0:38:26 > 0:38:29it doesn't promise that those people will also be
0:38:29 > 0:38:33travelling alone. Indeed, on the website, it states that as well as
0:38:33 > 0:38:39single travellers, there's every chance that you could be travelling with couples, or even groups.
0:38:39 > 0:38:44I've had a good look at what Archers offers and they most certainly make
0:38:44 > 0:38:46a big play for single travellers.
0:38:46 > 0:38:49They say, "Come away with us, you'll have a lovely time,
0:38:49 > 0:38:51"you'll meet new people."
0:38:51 > 0:38:55They've even got this really nice single share option to help keep the
0:38:55 > 0:38:58costs down. But, crucially, Nicola,
0:38:58 > 0:39:02nowhere can I see anything where they say, "On one of
0:39:02 > 0:39:06"our holidays, you will be the minimum on a trip
0:39:06 > 0:39:10"with mostly single people, or it might be exclusively single people."
0:39:10 > 0:39:17I made the assumption that they were advertising it as singles holidays,
0:39:17 > 0:39:19I'll be honest with you.
0:39:19 > 0:39:23I just feel that it is quite difficult to go away when you're on your own,
0:39:23 > 0:39:25older in life. Um...
0:39:27 > 0:39:30So where do you go, how do I not make that mistake again?
0:39:30 > 0:39:35I think that picking up the phone and talking to someone before you commit
0:39:35 > 0:39:37quite a lot of money is a good idea.
0:39:37 > 0:39:40If you'd just had a conversation to start off with rather than just
0:39:40 > 0:39:42relying on going online, that might have helped.
0:39:44 > 0:39:48And that's advice Simon thinks all solo travellers should bear in mind
0:39:48 > 0:39:50when planning a trip.
0:39:50 > 0:39:53I think if she'd perhaps just picked up the phone,
0:39:53 > 0:39:58or indeed talked to a travel agent and said, "Is this really going to be the right holiday for me?
0:39:58 > 0:40:02"It's important that I'm not stuck with a bunch of boring old couples,
0:40:02 > 0:40:05"I want to meet new people," she would have found out, I think,
0:40:05 > 0:40:09pretty quickly that maybe it wasn't the holiday for her.
0:40:09 > 0:40:13When we spoke to Archers Holidays, the company with which Nicola booked,
0:40:13 > 0:40:18it said that it promotes its holidays to all types of customer,
0:40:18 > 0:40:22with no specific departures for single travellers.
0:40:22 > 0:40:26It added that at no time did Nicola specify that she was looking for a
0:40:26 > 0:40:28dedicated singles holiday
0:40:28 > 0:40:31with only single people, and went on to say that unfortunately,
0:40:31 > 0:40:35as Nicola cancelled her holiday within 30 days of departure,
0:40:35 > 0:40:38in accordance with its terms and conditions,
0:40:38 > 0:40:41it had to apply a 100% cancellation
0:40:41 > 0:40:45charge due to obligations to suppliers.
0:40:45 > 0:40:50Of course, one company's definition of a singles holiday may differ greatly from
0:40:50 > 0:40:54another, and once you've thrown in your own personal expectations of
0:40:54 > 0:40:56what such a trip should offer, it's very easy, I think,
0:40:56 > 0:41:01to see why situations like the one that Mary and Nicola found themselves in
0:41:01 > 0:41:06can occur. But Simon thinks that there is one simple way to minimise confusion
0:41:06 > 0:41:10and disappointment before you've even booked your trip.
0:41:10 > 0:41:13These days, it's really tempting to do everything online.
0:41:13 > 0:41:17But I reckon that a good old-fashioned chat
0:41:17 > 0:41:21with somebody, whether that's a travel agent or indeed somebody at
0:41:21 > 0:41:25the company on the phone, is a very good way to answer your questions.
0:41:25 > 0:41:30And if it's important for you that solo travellers are in the majority,
0:41:30 > 0:41:34or perhaps entirely everyone on that trip is a solo traveller,
0:41:34 > 0:41:37then have a discussion with the company,
0:41:37 > 0:41:39is that what they're going to deliver?
0:41:40 > 0:41:44Unfortunately, if a company doesn't quite deliver on what was expected,
0:41:44 > 0:41:47as was the case with Mary's trip to Barcelona,
0:41:47 > 0:41:51it might have the very unwelcome consequences of putting you off
0:41:51 > 0:41:54travelling by yourself altogether.
0:41:54 > 0:41:59I would have to think seriously about going on that type of holiday on my
0:41:59 > 0:42:04own again. I doubt if I would go on a city break or a city on my own
0:42:04 > 0:42:07again. I would definitely take someone with me,
0:42:07 > 0:42:11or go with friends or whatever. It's too much of a risk.
0:42:20 > 0:42:23If you've got a story you'd like us to investigate,
0:42:23 > 0:42:27then get in touch with us via our Facebook page, BBC Rip Off Britain,
0:42:27 > 0:42:31our website, bbc.co.uk/ripoffbritain...
0:42:33 > 0:42:35or e-mail...
0:42:37 > 0:42:40Or, if you'd like to send us a letter, then our new address is:
0:42:53 > 0:42:56Well, it's one thing having to spend time with people who rub you up the
0:42:56 > 0:43:00wrong way at home, but quite another when it's during your precious
0:43:00 > 0:43:03holiday time for which you may have paid a lot of money.
0:43:03 > 0:43:06That'll put a dampener on even the sunniest of vacations!
0:43:06 > 0:43:09And, whether that's been for the whole duration of the trip or just
0:43:09 > 0:43:13the flight, having the wrong sort of travelling companions really can
0:43:13 > 0:43:16mean that you get home rather more stressed than you were before you went away,
0:43:16 > 0:43:19which sort of defeats the whole point of going on holiday, really,
0:43:19 > 0:43:20- doesn't it?- I think it does rather,
0:43:20 > 0:43:23but it's a good job that the three of us get on as well as we do,
0:43:23 > 0:43:26that's all I can say, otherwise it might be a very different picture.
0:43:26 > 0:43:29But I'm afraid it's time to part company for now,
0:43:29 > 0:43:31as we're right out of time, but, of course,
0:43:31 > 0:43:34we'll be back to investigate more of your stories very soon.
0:43:34 > 0:43:36Please keep them coming in, we love them and we read every one.
0:43:36 > 0:43:40In the meantime, we hope your next holiday goes exactly the way you'd
0:43:40 > 0:43:43planned, and until the next time, from all of us, it's goodbye.
0:43:43 > 0:43:45- Goodbye.- Goodbye.