0:00:02 > 0:00:04JULIA SOMERVILLE: We asked you who's left you feeling ripped off
0:00:04 > 0:00:05when it comes to your holidays,
0:00:05 > 0:00:09and you came back with a catalogue of travel disasters.
0:00:09 > 0:00:11I thought it was a joke, I really did.
0:00:11 > 0:00:12You know, I started laughing.
0:00:12 > 0:00:14I said, you cannot be serious.
0:00:14 > 0:00:17They were saying it was not their fault.
0:00:17 > 0:00:21It was unbelievable. I can't even explain.
0:00:21 > 0:00:23- ANGELA RIPPON:- So whether it's a deliberate rip-off,
0:00:23 > 0:00:26a simple mistake, or a catch in the small print,
0:00:26 > 0:00:28we'll find out why you're out of pocket,
0:00:28 > 0:00:30and what you can do about it.
0:00:30 > 0:00:32- GLORIA HUNNIFORD: - Your stories, your money,
0:00:32 > 0:00:35this is Rip-off Britain.
0:00:36 > 0:00:40Hello, and welcome to a particularly jet-set edition of Rip-off Britain.
0:00:40 > 0:00:44Not just because we've come all the way to sunny Tenerife
0:00:44 > 0:00:45to investigate your stories,
0:00:45 > 0:00:47but because today we are focusing on
0:00:47 > 0:00:50the problems many of you have had with airlines.
0:00:50 > 0:00:53And our investigations have revealed some surprising secrets
0:00:53 > 0:00:54about the way they do business.
0:00:54 > 0:00:57We're also going to be finding out the answers to questions
0:00:57 > 0:01:01that anyone booking a flight has probably wondered about
0:01:01 > 0:01:02at some stage or another.
0:01:02 > 0:01:05Such as, when is the right time to bag the best fare?
0:01:05 > 0:01:08Is it by booking early or last-minute?
0:01:08 > 0:01:10And should we really be swayed
0:01:10 > 0:01:13by what looks like to be the cheapest deal in the first place?
0:01:13 > 0:01:14That's the dilemma.
0:01:14 > 0:01:17Well, on top of uncovering some surprising new facts,
0:01:17 > 0:01:20we'll also be resolving some real old chestnuts.
0:01:20 > 0:01:21So, as we prepare for takeoff,
0:01:21 > 0:01:25fasten your seat belts and stand by for some especially useful advice,
0:01:25 > 0:01:27because, after all, spending time with us
0:01:27 > 0:01:30could mean that you end up spending less on a flight
0:01:30 > 0:01:32that just wasn't what you'd hoped for.
0:01:33 > 0:01:38Coming up, after one takeoff was held up for 40 hours,
0:01:38 > 0:01:41will you get a bigger delay if you choose a smaller airline?
0:01:41 > 0:01:43It was so deflating
0:01:43 > 0:01:46to know that we'd lost so much time off the holiday.
0:01:46 > 0:01:49We just thought, "Is there any point in bothering?"
0:01:49 > 0:01:52And how you could end up with fewer rights,
0:01:52 > 0:01:55not to mention hundreds of pounds out of pocket,
0:01:55 > 0:01:57if your flight turns out not to be with the airline
0:01:57 > 0:01:59you thought it was.
0:01:59 > 0:02:01We had to pay for our own hotel,
0:02:01 > 0:02:03the food in the hotel.
0:02:03 > 0:02:05Just more expense on top of the holiday -
0:02:05 > 0:02:07more expense we didn't expect to pay,
0:02:07 > 0:02:11and I would expect the airline who made us late to pay for that.
0:02:14 > 0:02:17Now, let's face it, long gone are the days
0:02:17 > 0:02:19when it was just the big names that ruled the airways.
0:02:19 > 0:02:23The skies are now crowded with dozens of other airlines, as well.
0:02:23 > 0:02:26Some of the names you might recognise, others, perhaps not,
0:02:26 > 0:02:29but while all of that extra choice can be a good thing for our pockets
0:02:29 > 0:02:32in terms of driving down prices,
0:02:32 > 0:02:34can those smaller companies really compete
0:02:34 > 0:02:37when it comes to service, and, of course, reliability?
0:02:37 > 0:02:40Well, some of those new kids flying over the block will say
0:02:40 > 0:02:41yes, they definitely can,
0:02:41 > 0:02:44but you have been telling us quite a different story.
0:02:44 > 0:02:45So, we set out to investigate
0:02:45 > 0:02:48if choosing a smaller airline could mean
0:02:48 > 0:02:52that you're laying yourselves wide-open to much bigger problems.
0:02:57 > 0:03:01And more than 100 passengers are unwittingly became headline news.
0:03:03 > 0:03:05Now, they should be relaxing on a beach in Corfu by now,
0:03:05 > 0:03:09but a plane-load of passengers is still waiting at Manchester Airport.
0:03:09 > 0:03:13Due to technical problems, their flight to Corfu was grounded,
0:03:13 > 0:03:17so the passengers had to sit and wait, and wait.
0:03:17 > 0:03:21We've been at the airport since 9am Monday morning.
0:03:21 > 0:03:25No water, no drinks being brought down.
0:03:25 > 0:03:29At 39 hours, it was to become one of the worst delays
0:03:29 > 0:03:31in the British civil aviation history.
0:03:31 > 0:03:33We just had a lot of misinformation,
0:03:33 > 0:03:35and people feel they've been lied to
0:03:35 > 0:03:39by the holiday company and the airline.
0:03:39 > 0:03:42Now, could it be that choosing to fly on a small airline
0:03:42 > 0:03:44was at the heart of the problem?
0:03:44 > 0:03:47Andrew Stafford from Stalybridge, in Greater Manchester,
0:03:47 > 0:03:49was in the thick of it,
0:03:49 > 0:03:51travelling with his son and friends and family.
0:03:51 > 0:03:54We noticed the flight had been delayed by an hour,
0:03:54 > 0:03:56but as the next hour passed, it went back an hour,
0:03:56 > 0:04:01and then, obviously, as the day went on, it got worse and worse.
0:04:01 > 0:04:02Andrew and his fellow passengers
0:04:02 > 0:04:05were flying with a company that, chances are, you've never heard of -
0:04:05 > 0:04:08Small Planet Airlines,
0:04:08 > 0:04:11which has a fleet of 21 planes across Europe.
0:04:11 > 0:04:13With its main office being in Lithuania,
0:04:13 > 0:04:17Small Planet makes a big noise about its punctuality.
0:04:17 > 0:04:20We are not some average company,
0:04:20 > 0:04:24so we experience far fewer long delays than average.
0:04:24 > 0:04:26Unfortunately, on this occasion,
0:04:26 > 0:04:29the plane had a fault and just couldn't take off.
0:04:29 > 0:04:32The 144 passengers were going nowhere
0:04:32 > 0:04:34and were taken to a local hotel.
0:04:35 > 0:04:40These aren't the type of holiday photographs we paid for.
0:04:40 > 0:04:43Having already lost a day of their holiday, the next morning
0:04:43 > 0:04:46the passengers were all shipped back to Manchester Airport
0:04:46 > 0:04:49only to discover that their plane still wasn't fixed.
0:04:49 > 0:04:53Small Planet Airlines contacted very frustrated customers
0:04:53 > 0:04:55via its Facebook page.
0:04:56 > 0:04:58"Dear passengers, we sincerely apologise
0:04:58 > 0:05:00"for the inconveniences and stress
0:05:00 > 0:05:03"the current flight delays have caused you.
0:05:03 > 0:05:06"We have never had such a difficult situation before."
0:05:07 > 0:05:10With only a relatively small fleet,
0:05:10 > 0:05:13Small Planet wasn't able to schedule a replacement flight.
0:05:13 > 0:05:14And as the day went on,
0:05:14 > 0:05:17with no idea of when the broken plane could be fixed,
0:05:17 > 0:05:20the exhausted passengers started to lose hope
0:05:20 > 0:05:22that they'd ever get to Corfu.
0:05:24 > 0:05:27At this point, some people were actually going home.
0:05:27 > 0:05:28We were only going for a week,
0:05:28 > 0:05:31we didn't know whether we were going to go that day, the next day,
0:05:31 > 0:05:33or if we were going to be there for three or four days at this point.
0:05:33 > 0:05:36It was really an anxious time for everyone.
0:05:38 > 0:05:41Like Andrew, fellow passenger Tim Hewitt
0:05:41 > 0:05:43also started to take snaps of the whole saga.
0:05:44 > 0:05:49This was the departure board in Manchester Airport.
0:05:49 > 0:05:50Obviously with the delayed flight,
0:05:50 > 0:05:53telling us that it's next information at six o'clock.
0:05:55 > 0:05:58People hanging around in the airport,
0:05:58 > 0:06:00I think we were starting to lose the plot a little bit,
0:06:00 > 0:06:02because we found this one quite funny,
0:06:02 > 0:06:05it's the advertise that Manchester Airport,
0:06:05 > 0:06:07"Your holiday starts here."
0:06:07 > 0:06:08I get the point.
0:06:08 > 0:06:10And at the end of day two,
0:06:10 > 0:06:13the passengers were once again taken to a hotel.
0:06:13 > 0:06:15It was so deflating
0:06:15 > 0:06:18to know that we'd lost so much time off the holiday.
0:06:18 > 0:06:21We just thought, "Is there really any point in bothering?"
0:06:22 > 0:06:25Tim was travelling with his fiancee, Holly,
0:06:25 > 0:06:28they'd paid nearly £2,500 for this trip
0:06:28 > 0:06:30in order to plan their wedding.
0:06:30 > 0:06:36We had meetings booked with wedding planners, florists, bakers.
0:06:36 > 0:06:38We had quite a tight schedule
0:06:38 > 0:06:41where we were going to try and fit everything in.
0:06:41 > 0:06:43But by the early hours of next morning,
0:06:43 > 0:06:46a replacement plane had been sent from Poland,
0:06:46 > 0:06:49and Tim and the others were at last allowed to board.
0:06:49 > 0:06:51But due to a further delay,
0:06:51 > 0:06:53they had to sit on the tarmac for a couple of hours.
0:06:53 > 0:06:55But in the end, what's two hours
0:06:55 > 0:06:57when you've already been waiting for 37?
0:06:59 > 0:07:03The moment that those wheels left the tarmac at Manchester Airport
0:07:03 > 0:07:05there was cheering, there was clapping,
0:07:05 > 0:07:10and it was a really nice atmosphere amongst the plane.
0:07:10 > 0:07:14OK, three days late, mind, but we were actually on our way.
0:07:16 > 0:07:18Now, airlines of any size can,
0:07:18 > 0:07:20of course, experience technical problems,
0:07:20 > 0:07:24but a situation like this exposes a particular issue
0:07:24 > 0:07:26when that happens with smaller ones.
0:07:26 > 0:07:29Sure, these carriers have often wonderfully cheap fares,
0:07:29 > 0:07:32and they may fly to places that the bigger airlines don't,
0:07:32 > 0:07:35but if there is a delay, it could be more significant
0:07:35 > 0:07:38because an operation that's leaner all around
0:07:38 > 0:07:42is unlikely to have the ability to deal with the resulting logistics.
0:07:42 > 0:07:45If you don't have very many planes
0:07:45 > 0:07:48and something goes wrong with one of them,
0:07:48 > 0:07:51you are immediately in some serious trouble
0:07:51 > 0:07:55because your whole fleet planning is based on the fact that
0:07:55 > 0:08:00the aircraft on the ground in Malaga is expected to be in Manchester,
0:08:00 > 0:08:04and from there it's going to fly to Faro in Portugal,
0:08:04 > 0:08:07and there's people waiting there to fly back to Gatwick.
0:08:07 > 0:08:10So it's this huge jigsaw puzzle
0:08:10 > 0:08:13that you need to have plenty of resources for.
0:08:13 > 0:08:17If you don't, or if you simply decide
0:08:17 > 0:08:21"We're going to sweat our assets as much as we possibly can,"
0:08:21 > 0:08:24then that can expose some very serious problems.
0:08:27 > 0:08:30To see just how serious those problems might be,
0:08:30 > 0:08:32we took a closer look at flight delays
0:08:32 > 0:08:35on all routes flying in and out of the UK.
0:08:35 > 0:08:38We wanted to know if delays tended to be longer
0:08:38 > 0:08:40on routes operated by smaller airlines.
0:08:40 > 0:08:42And to find out,
0:08:42 > 0:08:45we looked at the data from the Civil Aviation Authority.
0:08:45 > 0:08:50Now, of the 5,055 routes in and out of UK airports in 2015,
0:08:50 > 0:08:55only 1,153 were operated by smaller airlines.
0:08:55 > 0:08:57But perhaps surprisingly,
0:08:57 > 0:09:01given the very small share of the market that these airlines hold,
0:09:01 > 0:09:04when it came to keeping you waiting on the tarmac for longer,
0:09:04 > 0:09:06they played a much larger part.
0:09:06 > 0:09:10In fact, of the 50 routes that had the longest average delay,
0:09:10 > 0:09:14more than half of those were run by smaller airlines.
0:09:14 > 0:09:17Now, that doesn't mean that if you fly with a smaller airline
0:09:17 > 0:09:19that you're more likely to be delayed,
0:09:19 > 0:09:22but it does suggest that if and when a delay happens,
0:09:22 > 0:09:24it is likely to be longer.
0:09:24 > 0:09:26And one name that just kept cropping up
0:09:26 > 0:09:29on routes that had experienced the longest delays was...
0:09:29 > 0:09:31You guessed it - Small Planet,
0:09:31 > 0:09:34an airline that's very familiar to this legal firm
0:09:34 > 0:09:35in Wilmslow, Cheshire.
0:09:35 > 0:09:36Hello, Bott and Co.
0:09:36 > 0:09:40You're through to Candace and the flight delay team. How may help you?
0:09:40 > 0:09:42If your flight is delayed over five hours,
0:09:42 > 0:09:44then you are entitled to compensation.
0:09:44 > 0:09:47And litigation executive Kevin Clarke says
0:09:47 > 0:09:51the number of claims for delays on all smaller airlines has shot up.
0:09:51 > 0:09:552016 has been a bad year for some of the smaller airlines.
0:09:55 > 0:09:58Airlines that, this time last year, we were seeing
0:09:58 > 0:10:00claims for, maybe, a couple of hundred passengers a month.
0:10:00 > 0:10:03We've seen a 500% increase with those airlines.
0:10:05 > 0:10:09And Kevin says that especially applies to Small Planet.
0:10:09 > 0:10:12It's been a particularly bad summer for Small Planet.
0:10:12 > 0:10:15They like to have the aircraft in the sky as much as possible,
0:10:15 > 0:10:17and they don't have the capacity to deal with these issues.
0:10:17 > 0:10:19So what you will find is that the knock on effect
0:10:19 > 0:10:23of a seemingly routine incident can run through days and weeks.
0:10:23 > 0:10:25And there's been a number of lengthy delays,
0:10:25 > 0:10:27particularly at Manchester,
0:10:27 > 0:10:29in excess of 20 hours,
0:10:29 > 0:10:31culminating in this monster delay.
0:10:31 > 0:10:34That particularly bad delay
0:10:34 > 0:10:37is a flight that the team here has taken a very close interesting.
0:10:37 > 0:10:41I've personally corresponded with all 144 passengers
0:10:41 > 0:10:44and asked them to tell me their experiences.
0:10:44 > 0:10:46We've had people who are going for business,
0:10:46 > 0:10:48we've had people who were going to plan weddings,
0:10:48 > 0:10:52we've had people who were going to scatter ashes of their loved ones,
0:10:52 > 0:10:55we've had people who've lost car hire bookings.
0:10:55 > 0:10:57We'll work out exactly how much they are entitled to,
0:10:57 > 0:10:59but I wouldn't be at all surprised
0:10:59 > 0:11:02if the total sum exceeds six figures.
0:11:02 > 0:11:06But as Small Planet airlines doesn't have offices in the UK,
0:11:06 > 0:11:09getting it to actually pay that money out may not be plain sailing.
0:11:09 > 0:11:11Last year, Kevin had to go to court
0:11:11 > 0:11:14to demand that the airline pay a huge compensation bill
0:11:14 > 0:11:16for delayed flights,
0:11:16 > 0:11:19which involved bailiffs seizing one of their aircraft.
0:11:19 > 0:11:21So with the court order,
0:11:21 > 0:11:24the High Court enforcement officer attended the airport,
0:11:24 > 0:11:26walked onto the runway,
0:11:26 > 0:11:29and took ownership of the aircraft as it landed.
0:11:29 > 0:11:32At that point, the airline owed
0:11:32 > 0:11:35somewhere in the region of about £16,000 in court orders.
0:11:35 > 0:11:37And they were told that the aeroplane would remain there
0:11:37 > 0:11:39until such time as it was paid.
0:11:39 > 0:11:41That is an extreme example,
0:11:41 > 0:11:43but those are the lengths we have to go to.
0:11:44 > 0:11:46I must say, I haven't heard of that before.
0:11:46 > 0:11:48But when we contacted Small Planet Airlines,
0:11:48 > 0:11:52it told us that the delay on the Manchester to Corfu flight was,
0:11:52 > 0:11:56"One of the most difficult technical situations that it's experienced,
0:11:56 > 0:12:00"with the plane's crucial hydraulic system needing immediate repair."
0:12:00 > 0:12:03Engineers made every effort to fix it as quickly as possible,
0:12:03 > 0:12:07while the company attempted to source a replacement aircraft.
0:12:07 > 0:12:09It reiterated that, in the meantime,
0:12:09 > 0:12:11it did take care of affected passengers,
0:12:11 > 0:12:14including organising hotels and meals.
0:12:14 > 0:12:15The airline went on to say
0:12:15 > 0:12:18that "while its services may sometimes be delayed,
0:12:18 > 0:12:21"it has never cancelled even a single flight,
0:12:21 > 0:12:23"and always carries out its responsibilities
0:12:23 > 0:12:25"in accordance with UK law."
0:12:25 > 0:12:28It acknowledges it's difficult to put a price on
0:12:28 > 0:12:31the "stress and frustration" caused by a long delay,
0:12:31 > 0:12:34but says it's always willing to cover negative experiences
0:12:34 > 0:12:35to some degree.
0:12:35 > 0:12:37As for other recent delays,
0:12:37 > 0:12:39it says that late delivery of aircraft
0:12:39 > 0:12:41and the knock-on effect on training
0:12:41 > 0:12:45are amongst factors that have caused problems in summer 2016.
0:12:45 > 0:12:47But it says for future summers,
0:12:47 > 0:12:49among other considerable improvements,
0:12:49 > 0:12:53it will have "two stand-by aircraft with dedicated crews
0:12:53 > 0:12:55"to cover delayed flights."
0:12:55 > 0:12:59Even so, after experiencing such a long, long delay,
0:12:59 > 0:13:02Andrew says he is more likely to fly with a bigger name
0:13:02 > 0:13:04when he next goes away.
0:13:04 > 0:13:06I'll certainly have a look
0:13:06 > 0:13:09at which airline's are servicing that holiday,
0:13:09 > 0:13:11and we'll probably make a decision based on that airline.
0:13:11 > 0:13:14We'll probably move away from the smaller airlines
0:13:14 > 0:13:16and stay with the bigger ones now.
0:13:17 > 0:13:19And Tim feels exactly the same way.
0:13:19 > 0:13:22After all, the next time he goes to Corfu,
0:13:22 > 0:13:23it will be for his wedding,
0:13:23 > 0:13:26and that's one flight he cannot afford to be late.
0:13:26 > 0:13:32Come April when we fly out for our wedding in Corfu,
0:13:32 > 0:13:35we will certainly be using a large airline
0:13:35 > 0:13:37and not a smaller one.
0:13:37 > 0:13:42We feel at least then we have a fighting chance
0:13:42 > 0:13:44of actually getting to our wedding on time!
0:13:49 > 0:13:53Booking a cheap flight has never been easier.
0:13:53 > 0:13:56Instant access to the internet means that, frankly, any of us can
0:13:56 > 0:13:59straightaway compare prices right across the entire market.
0:13:59 > 0:14:04But while, understandably, it is the fare that most of us focus on,
0:14:04 > 0:14:07there may be other details that you'll want to look for, as well,
0:14:07 > 0:14:12particularly if it turns out that the airline with which you've booked
0:14:12 > 0:14:15is not the actual one with which you're going to be flying.
0:14:15 > 0:14:18Now, that could make a difference in all sorts of smaller ways
0:14:18 > 0:14:22from the legroom and seat pitch to whether or not you get a snack.
0:14:22 > 0:14:26But more fundamentally, if something goes wrong,
0:14:26 > 0:14:29then you may find that you simply have not got the rights
0:14:29 > 0:14:30that you would have expected,
0:14:30 > 0:14:34which could leave you hundreds of pounds out of pocket.
0:14:37 > 0:14:39Right, so where have we been?
0:14:39 > 0:14:42Jeff and his wife, Karen, from Wakefield
0:14:42 > 0:14:44have been taking their granddaughter Paige on holiday with them
0:14:44 > 0:14:47since she was three years old.
0:14:47 > 0:14:48- To Majorca.- Yeah.- Yeah.
0:14:48 > 0:14:50Minorca.
0:14:50 > 0:14:54And after ticking off over a dozen destinations across Europe,
0:14:54 > 0:14:57the then 11-year-old Paige wanted to spread her wings
0:14:57 > 0:15:02and go a little further for their 2015 holiday.
0:15:02 > 0:15:04We'd taken Paige away, but never to America.
0:15:04 > 0:15:08This was the big thing. This was the thing she'd always spoke about.
0:15:08 > 0:15:11"Can we go to America? Can we go to Orlando?"
0:15:11 > 0:15:14Jeff and Karen didn't take much persuading
0:15:14 > 0:15:17and had soon booked a two-week trip to the Sunshine State.
0:15:19 > 0:15:22A few weeks before we went, everyone was really excited.
0:15:22 > 0:15:24Paige was telling her football coach,
0:15:24 > 0:15:26telling everybody at school.
0:15:26 > 0:15:28The family flew with Virgin Atlantic,
0:15:28 > 0:15:32and to make their trip even more memorable, Jeff paid a bit extra,
0:15:32 > 0:15:33£25 each,
0:15:33 > 0:15:35to make sure that their seats would be reserved
0:15:35 > 0:15:37on the top deck of the plane.
0:15:38 > 0:15:42The flight from Manchester to Orlando was brilliant.
0:15:42 > 0:15:44I mean, on the top deck, we felt like royalty.
0:15:44 > 0:15:46Climbing up the steps, the three of us.
0:15:46 > 0:15:48And it was a fantastic flight.
0:15:48 > 0:15:52It was what we expected from Virgin.
0:15:52 > 0:15:54The family touched down in Orlando
0:15:54 > 0:15:57and enjoyed the holiday that they'd always dreamed of.
0:15:57 > 0:16:00Paige even managed to get her grandma, Karen, on the big rides.
0:16:00 > 0:16:05I liked seeing Grandma nearly have a heart attack on all the rides!
0:16:05 > 0:16:07Every helter-skelter,
0:16:07 > 0:16:10anything that were going, she was on it,
0:16:10 > 0:16:11and Grandma had to go on, too.
0:16:11 > 0:16:14But all too quickly the holiday was over.
0:16:14 > 0:16:18And it was time for the family to head back home to Manchester.
0:16:18 > 0:16:22Their return, unlike the outbound flight, wasn't direct.
0:16:22 > 0:16:26Instead, it involved a connection in Atlanta, and the family noticed
0:16:26 > 0:16:29that the internal leg of the journey wasn't with Virgin
0:16:29 > 0:16:31but the American airline Delta.
0:16:33 > 0:16:36Virgin had said that it were their sister company in America.
0:16:36 > 0:16:38So, if it's their sister company in America,
0:16:38 > 0:16:41we expect the same kind of service from Delta as from Virgin.
0:16:41 > 0:16:43Timings with the connection were tight,
0:16:43 > 0:16:45but providing there were no hold-ups,
0:16:45 > 0:16:47they would have just enough time
0:16:47 > 0:16:49to make the onward flight to Manchester.
0:16:49 > 0:16:52Mother Nature, however, had other ideas,
0:16:52 > 0:16:54and as a hurricane swept into Orlando,
0:16:54 > 0:16:57the family's flight was delayed.
0:16:57 > 0:16:59We were really getting concerned, weren't we?
0:16:59 > 0:17:02We knew we had an hour and a half to get our connection.
0:17:02 > 0:17:05When they finally touched down in Atlanta,
0:17:05 > 0:17:07there were only ten minutes to spare,
0:17:07 > 0:17:10but the family hoped they might just make it.
0:17:10 > 0:17:15We made good time on the flight, I think we saved half an hour,
0:17:15 > 0:17:17and people were still saying, "If you rush, and you run,
0:17:17 > 0:17:19"you can get that flight."
0:17:19 > 0:17:22But Jeff, Karen and Paige weren't the only ones hurrying
0:17:22 > 0:17:25to try and catch that Manchester flight.
0:17:25 > 0:17:28Everybody were up, out of their seats, ready for rushing.
0:17:28 > 0:17:30We went up to the guy that was telling people what to do
0:17:30 > 0:17:33and he just said, "Don't ask me, just go to the gate.
0:17:33 > 0:17:35"If you've got the gate number, just go.
0:17:35 > 0:17:36"Don't bother checking in,
0:17:36 > 0:17:39"you've still a chance of catching that plane, it is there."
0:17:39 > 0:17:42The family was moments away from reaching the gates,
0:17:42 > 0:17:44and their plane was in sight.
0:17:45 > 0:17:49As we got to the gate, we were told it had been closed,
0:17:49 > 0:17:50we couldn't get on the plane.
0:17:50 > 0:17:53We asked them why, we said, "The plane's still there."
0:17:53 > 0:17:56They said, "International rules." Heart sank.
0:17:56 > 0:17:59So Jeff joined the queue of other disgruntled passengers
0:17:59 > 0:18:02waiting for advice on what to do next.
0:18:02 > 0:18:06After three hours, we eventually got to speak to a customer service rep.
0:18:06 > 0:18:09She tried to find us flights for that day, that night,
0:18:09 > 0:18:12couldn't do it, couldn't do it for the next day.
0:18:12 > 0:18:15The best they could offer us was the Saturday,
0:18:15 > 0:18:17which was in a couple of days' time.
0:18:17 > 0:18:19At that time, we started to panic,
0:18:19 > 0:18:22not knowing if we'd get back on time for school or work.
0:18:22 > 0:18:27Jeff and Karen had no option but to accept the flight two days later,
0:18:27 > 0:18:30which involved another connection, this time in New York.
0:18:31 > 0:18:33We just wanted to go home.
0:18:33 > 0:18:36Instead we had to go to a small motel,
0:18:36 > 0:18:37we were just shattered,
0:18:37 > 0:18:39in the same clothes we'd been in all day,
0:18:39 > 0:18:42and I guessed we would be for the next two days.
0:18:42 > 0:18:44They weren't able to change their clothes
0:18:44 > 0:18:47because their luggage was kept at the airport.
0:18:47 > 0:18:49Check-in staff told them it would be forwarded on
0:18:49 > 0:18:51to their connecting flight,
0:18:51 > 0:18:53whichever that turned out to be.
0:18:53 > 0:18:57But for Jeff, what was most concerning about all of this,
0:18:57 > 0:18:59was that instead of a rep from Virgin Atlantic
0:18:59 > 0:19:01dealing with his queries,
0:19:01 > 0:19:04it was Delta that he was now having to deal with.
0:19:04 > 0:19:05It turned out that was because
0:19:05 > 0:19:08he'd booked what's known as a codeshare flight,
0:19:08 > 0:19:11which means the journey he'd bought through one airline
0:19:11 > 0:19:15was actually operated by another, in this case, Delta.
0:19:15 > 0:19:17It wasn't something he'd really been aware of,
0:19:17 > 0:19:19and he certainly hadn't realised
0:19:19 > 0:19:21what significance it would come to have.
0:19:23 > 0:19:25This is the Virgin Atlantic booking.
0:19:25 > 0:19:27This shows that it's a VS number,
0:19:27 > 0:19:29which is a Virgin code,
0:19:29 > 0:19:32from Manchester to Orlando.
0:19:32 > 0:19:34Then coming back, Orlando to Atlanta,
0:19:34 > 0:19:37and then Atlanta back to Manchester.
0:19:37 > 0:19:39These are all VS codes.
0:19:39 > 0:19:42Even though that was a Delta airline that we ended up catching.
0:19:42 > 0:19:44When all goes well,
0:19:44 > 0:19:48codeshare agreements can mean more choice for customers,
0:19:48 > 0:19:51allowing airlines to coordinate luggage handling, for example,
0:19:51 > 0:19:54leading to a smoother onward journey.
0:19:54 > 0:19:56But if anything goes wrong,
0:19:56 > 0:19:59don't assume the airline with which you booked
0:19:59 > 0:20:02has any obligation to sort it out.
0:20:02 > 0:20:03And the other company
0:20:03 > 0:20:06may not have any responsibilities to do that either.
0:20:06 > 0:20:09In Jeff's case, the Delta representative told the family
0:20:09 > 0:20:11that it wouldn't cover the extra costs
0:20:11 > 0:20:14involved in staying those additional two days.
0:20:14 > 0:20:18Instead, all it offered was a discount voucher for a nearby hotel.
0:20:19 > 0:20:22To be told that we'd have the pay for everything ourselves,
0:20:22 > 0:20:25they wouldn't help us at all with nothing,
0:20:25 > 0:20:26we were really frustrated.
0:20:26 > 0:20:30The least we expected was to be put up in a hotel.
0:20:30 > 0:20:34The family spent an extra £340 over the two days
0:20:34 > 0:20:36whilst they were waiting for their flight home.
0:20:36 > 0:20:40We had to pay for our own hotel, the food in the hotel,
0:20:40 > 0:20:42just more expense on top of the holiday,
0:20:42 > 0:20:44more expense we didn't expect to pay,
0:20:44 > 0:20:49and I would expect the airline who made us late to pay for that.
0:20:51 > 0:20:54After arriving back two days later than planned,
0:20:54 > 0:20:57Jeff put in a complaint to Virgin.
0:20:57 > 0:20:59I wrote to Virgin, I complained,
0:20:59 > 0:21:01and asked them to do something about our delay.
0:21:01 > 0:21:03They wrote back to me,
0:21:03 > 0:21:06and basically said I should get in touch with Delta.
0:21:06 > 0:21:08At this, I was incredulous.
0:21:08 > 0:21:09I'd booked with Virgin,
0:21:09 > 0:21:13and expected them to do something about it.
0:21:13 > 0:21:16And when, as instructed, Jeff did get in touch with Delta,
0:21:16 > 0:21:18the news was no better.
0:21:20 > 0:21:23Delta told us at the time that they had no responsibility
0:21:23 > 0:21:24as it was due to bad weather,
0:21:24 > 0:21:27and they are not covered for bad weather.
0:21:27 > 0:21:30But in any case, as far as Jeff is concerned
0:21:30 > 0:21:33it should be Virgin that's liable for all this,
0:21:33 > 0:21:36because that's the company with whom he booked.
0:21:36 > 0:21:38We booked these flights through Virgin,
0:21:38 > 0:21:40I really think they're responsible for this.
0:21:40 > 0:21:44At least they could have done, whether it's legal or morally,
0:21:44 > 0:21:48they could have paid our expenses for the hotel,
0:21:48 > 0:21:50the transport and the meals.
0:21:50 > 0:21:53But as our travel expert Simon Calder explains,
0:21:53 > 0:21:54it's not that simple.
0:21:54 > 0:21:59And the nationality of the airlines involved can have a major impact
0:21:59 > 0:22:00on the treatment you receive.
0:22:00 > 0:22:05Codesharing was invented to enable airlines to pretend
0:22:05 > 0:22:09they flew to more places, more often than they actually do.
0:22:09 > 0:22:12And so therefore a typical airline will have relationships
0:22:12 > 0:22:17with a number of other partners and apply its code to those flights.
0:22:17 > 0:22:22A single flight can be pretending to be half a dozen different flights
0:22:22 > 0:22:24on different airlines.
0:22:24 > 0:22:28The worst case is when things go wrong with a flight,
0:22:28 > 0:22:33and if you are on a codeshare flight with an airline from
0:22:33 > 0:22:36outside the European Union,
0:22:36 > 0:22:41then if you are flying from outside the European Union,
0:22:41 > 0:22:44your rights are effectively wiped out.
0:22:46 > 0:22:49So, if Jeff's delay had been on the outward leg of the trip
0:22:49 > 0:22:52on Virgin, based, at least for now, in the EU,
0:22:52 > 0:22:57the airline would have been required by law to pay compensation.
0:22:57 > 0:22:59But because it occurred on his flight with Delta,
0:22:59 > 0:23:02based in the US, no such laws apply.
0:23:02 > 0:23:06It's really frustrating that Virgin being an EU carrier,
0:23:06 > 0:23:08if we'd have gone with another EU carrier,
0:23:08 > 0:23:10we'd have got some compensation,
0:23:10 > 0:23:12but with then passing it on to Delta,
0:23:12 > 0:23:14which is an American airlines,
0:23:14 > 0:23:17we're not getting any compensation at all,
0:23:17 > 0:23:19either from Delta or Virgin.
0:23:20 > 0:23:24With Jeff frustrated at the response that he's had from both airlines,
0:23:24 > 0:23:26we tried them again on his behalf.
0:23:26 > 0:23:28But in a joint response,
0:23:28 > 0:23:31while apologising to the family for the inconvenience
0:23:31 > 0:23:32on their journey home,
0:23:32 > 0:23:35the airlines stuck to what they'd previously said,
0:23:35 > 0:23:40telling us that "with safety always the number one priority,
0:23:40 > 0:23:41"if there's bad weather,
0:23:41 > 0:23:44"such as hurricanes, snow or thunderstorms,
0:23:44 > 0:23:47"flights may have to be delayed or cancelled.
0:23:47 > 0:23:52"And in such cases, airlines are not obliged to offer compensation."
0:23:52 > 0:23:53They went on to say that
0:23:53 > 0:23:56"alternative flight options were looked into,
0:23:56 > 0:24:00"and hotel discount vouchers were issued for a local hotel."
0:24:00 > 0:24:02The companies also pointed out that
0:24:02 > 0:24:06because the customers didn't request their bags back in Atlanta,
0:24:06 > 0:24:08they remained in the system,
0:24:08 > 0:24:11and were placed on the customer's flight home.
0:24:11 > 0:24:13And they stressed that while a number of airlines
0:24:13 > 0:24:15have codeshare agreements in place,
0:24:15 > 0:24:18it's always made clear during the booking process
0:24:18 > 0:24:20who the operating carrier is.
0:24:20 > 0:24:22Oh, I'm useless at these.
0:24:22 > 0:24:24But after this experience,
0:24:24 > 0:24:27Jeff is going to try and avoid codesharing flights in the future
0:24:27 > 0:24:29by asking whoever he books with
0:24:29 > 0:24:32exactly who will be operating his flight,
0:24:32 > 0:24:36and therefore, who will be looking after him should things go wrong.
0:24:36 > 0:24:39I try and ensure I knew about the codeshare flight thing.
0:24:39 > 0:24:41Didn't mean anything to me at the time,
0:24:41 > 0:24:42now I know exactly what it means,
0:24:42 > 0:24:45I would definitely want to know if it was a codeshare,
0:24:45 > 0:24:49and if there was any problems, would we get compensated?
0:24:55 > 0:24:57Still to come on Rip-Off Britain,
0:24:57 > 0:25:00are the airlines really snooping on your online searches
0:25:00 > 0:25:03so they can hike up the fares?
0:25:03 > 0:25:05There must be something that ties in,
0:25:05 > 0:25:07- that you've looked for that flight before.- Yeah.
0:25:07 > 0:25:10So when you eventually do go in to book them...
0:25:10 > 0:25:12- They hike it up. - ..it becomes dearer.
0:25:15 > 0:25:18Our travel expert Simon Calder has all the secrets
0:25:18 > 0:25:20to save you money on your travels.
0:25:20 > 0:25:23He's full of tips on everything from how to avoid the crowds,
0:25:23 > 0:25:27to the best way to steer clear of those tourist traps.
0:25:27 > 0:25:29This time, seven-star hotels,
0:25:29 > 0:25:33eight-lane highways and the world's tallest building.
0:25:33 > 0:25:34It could only be Dubai -
0:25:34 > 0:25:37destination for more than a million Brits this year.
0:25:39 > 0:25:43To me, it can feel like Las Vegas on sea.
0:25:43 > 0:25:45But unlike that desert city,
0:25:45 > 0:25:48Dubai has a long and distinctive history.
0:25:48 > 0:25:50And if you follow my advice,
0:25:50 > 0:25:53I hope you'll agree it's a place with both spice and soul.
0:25:54 > 0:25:58Simon says that to make contact with the real exotic Middle East,
0:25:58 > 0:26:01you need to leave the air-conditioned shopping malls
0:26:01 > 0:26:05behind and head to the large waterway of Dubai Creek.
0:26:05 > 0:26:08From there, you can get a shuttle back and forth to the souks
0:26:08 > 0:26:11for about one dirham, the equivalent of around 20p.
0:26:14 > 0:26:17The souks - big, chaotic markets -
0:26:17 > 0:26:21are full of noise, colour and commerce, and very few fixed prices.
0:26:21 > 0:26:25When you're haggling, you'll never outsmart a merchant,
0:26:25 > 0:26:29but don't feel pressurised to buy unless the price is right.
0:26:29 > 0:26:33Keep smiling and don't hesitate to walk away.
0:26:33 > 0:26:37The United Arab Emirates is a deeply Islamic nation,
0:26:37 > 0:26:40and visiting the vast Jumeirah Mosque provides
0:26:40 > 0:26:43a fascinating insight into the religion's philosophy and rituals.
0:26:43 > 0:26:47Tours take place every day at 10am except Fridays
0:26:47 > 0:26:50and cost 20 dirham, around £4,
0:26:50 > 0:26:53which includes water, dates, tea and pastries.
0:26:55 > 0:26:56Close to Dubai Creek,
0:26:56 > 0:27:00you can escape from the heat and clamour of the city.
0:27:00 > 0:27:04Simon recommends heading into the Al Fahidi historical neighbourhood,
0:27:04 > 0:27:06filled with art galleries, cafes and hotels.
0:27:06 > 0:27:08They don't have seven stars,
0:27:08 > 0:27:10but they do boast plenty of character.
0:27:10 > 0:27:13And finally, as ever, Simon recommends local transport
0:27:13 > 0:27:17to get the real feel for the old Dubai.
0:27:17 > 0:27:21You won't be in town for long before someone tries to sell you a tour
0:27:21 > 0:27:23to the mountain fortress town of Hatta,
0:27:23 > 0:27:28but just catch local bus number E16 instead and you'll save a fortune.
0:27:33 > 0:27:35Now one of the complaints we hear time and again
0:27:35 > 0:27:40involves the apparently sneaky way that airlines are said to keep tabs
0:27:40 > 0:27:42on the visits you make to their websites
0:27:42 > 0:27:44as you search for fares.
0:27:44 > 0:27:47The theory goes that if you're using the same computer or tablet
0:27:47 > 0:27:49to check back to see if the price has changed,
0:27:49 > 0:27:53the site will recognise it's you and bump up the cost
0:27:53 > 0:27:56so you feel under pressure to book right away
0:27:56 > 0:27:58in case the cost goes up even more.
0:27:58 > 0:28:02Now, it might sound like some far-fetched conspiracy theory,
0:28:02 > 0:28:05but so many of you have now come to us with the same suspicion,
0:28:05 > 0:28:09we were curious to find out whether this really is what's going on
0:28:09 > 0:28:11or if it's just an urban myth.
0:28:11 > 0:28:15So, we've done our own test to discover the truth once and for all.
0:28:19 > 0:28:23For many of us, the days of walking into our local travel agent
0:28:23 > 0:28:25to book a simple flight are a thing of the past.
0:28:25 > 0:28:30More often than not, we just open up a laptop and do it ourselves online.
0:28:32 > 0:28:36Like millions of us, frequent flyer Margaret Durnin from Glasgow
0:28:36 > 0:28:39has become a dab hand at searching out the best bargains.
0:28:39 > 0:28:43I think because we fly quite often, I think I'm quite savvy
0:28:43 > 0:28:48around how to book flights and how to get the best deals.
0:28:50 > 0:28:53So, when Margaret received an invitation to her friend's wedding
0:28:53 > 0:28:55on the Amalfi Coast in Italy,
0:28:55 > 0:28:57she got straight on to her trusty laptop
0:28:57 > 0:28:59to check out the flights.
0:28:59 > 0:29:03We had looked to see who flew from Scotland directly to Naples,
0:29:03 > 0:29:09and the only flight we could find was from Edinburgh direct to Naples.
0:29:09 > 0:29:12But with the wedding still over a year away,
0:29:12 > 0:29:15flights for the dates she needed hadn't yet been released,
0:29:15 > 0:29:18so Margaret kept checking back on the airlines website
0:29:18 > 0:29:19to see if they'd become available,
0:29:19 > 0:29:22hoping that by booking as early as possible,
0:29:22 > 0:29:24she'd get the lowest price.
0:29:24 > 0:29:26On the morning that we found out they were released,
0:29:26 > 0:29:28we were so excited
0:29:28 > 0:29:32because we were desperate to go and enjoy the wedding,
0:29:32 > 0:29:36and we knew that as soon as the flights were released that
0:29:36 > 0:29:37that would be the cheapest time.
0:29:37 > 0:29:42And we went on the laptops as quickly as we could.
0:29:42 > 0:29:46Margaret selected return flights for herself and her husband.
0:29:46 > 0:29:48Happy with the price, she proceeded with the booking.
0:29:48 > 0:29:51But when she clicked onto the payment page
0:29:51 > 0:29:55her bargain fare no longer seemed quite such a good deal.
0:29:55 > 0:30:00I keyed in the card details and pressed send,
0:30:00 > 0:30:04and at that point, a screen popped up to say, "Do you wish to continue?
0:30:04 > 0:30:09"Just to advise you that the flight prices have changed."
0:30:09 > 0:30:11And at that point, I noticed that the flight had gone up
0:30:11 > 0:30:13in a total of £100.
0:30:15 > 0:30:18In just the few minutes in which she'd been making the booking,
0:30:18 > 0:30:22the two seats she'd chosen had each gone up by £50,
0:30:22 > 0:30:23and Margaret wasn't impressed.
0:30:24 > 0:30:26I was extremely angry.
0:30:26 > 0:30:29I just couldn't believe that they could do that -
0:30:29 > 0:30:32change it without giving you prior warning.
0:30:33 > 0:30:36Even if there was an indication beforehand,
0:30:36 > 0:30:37before you put your bank details,
0:30:37 > 0:30:41because to me that means they know you definitely want those...
0:30:41 > 0:30:44You want that flight, so you're prepared to pay for
0:30:44 > 0:30:47whatever price they put on that screen.
0:30:47 > 0:30:51More than a little miffed that the price had changed mid-booking,
0:30:51 > 0:30:54Margaret contacted the airline to ask them why.
0:30:54 > 0:30:57She was told that only a limited number of seats had been available
0:30:57 > 0:30:59at the original price,
0:30:59 > 0:31:02and as prices aren't locked during payment,
0:31:02 > 0:31:06on this occasion once those had run out, the cost went up.
0:31:06 > 0:31:08But Margaret has her own theory as to what had gone on.
0:31:08 > 0:31:12I think their website has some kind of knowledge,
0:31:12 > 0:31:15that it knows that you've gone through this booking procedure,
0:31:15 > 0:31:20and it knows that you are definitely wanting to buy this,
0:31:20 > 0:31:22and you're not just browsing.
0:31:22 > 0:31:24They definitely know that you want this flight,
0:31:24 > 0:31:28and I feel that they just automatically increase the flight
0:31:28 > 0:31:30behind the scenes.
0:31:30 > 0:31:34And Margaret wasn't the only wedding guest to share those suspicions.
0:31:34 > 0:31:38Her daughter, Lisa, and family friend, John, both also found
0:31:38 > 0:31:39that during the course of booking their flights,
0:31:39 > 0:31:43the seats increased in price.
0:31:43 > 0:31:45There must be something that ties in,
0:31:45 > 0:31:47that you've looked for that flight before.
0:31:47 > 0:31:50- Yeah.- They must have some kind of system on their website,
0:31:50 > 0:31:53so when you eventually do go in to book them...
0:31:53 > 0:31:55- They hike it up. - ..it becomes dearer.
0:31:55 > 0:31:56For it to jump 50...
0:31:56 > 0:32:01Well, in my case it was £60, for me and Kate, it was just...
0:32:01 > 0:32:04- In a matter of a couple of minutes, is...- No.- It's ridiculous.
0:32:04 > 0:32:06Aye, it's ridiculous.
0:32:06 > 0:32:08Margaret, Lisa and John are all convinced
0:32:08 > 0:32:11it's more than just coincidence that the flight prices went up
0:32:11 > 0:32:14just before they were about to pay.
0:32:14 > 0:32:16They firmly believe that the airline had been monitoring
0:32:16 > 0:32:18their previous interest in those flights,
0:32:18 > 0:32:21so that knowing they were set on that particular journey,
0:32:21 > 0:32:25it could bump up the price just as they were about to book.
0:32:26 > 0:32:29And their suspicions are shared by plenty more of you, too.
0:32:29 > 0:32:32Over the years, we've often heard from people claiming
0:32:32 > 0:32:34that once you've done a number of searches
0:32:34 > 0:32:36to keep tabs on a particular fare,
0:32:36 > 0:32:40the airline will nudge up the price to subtly pressure you
0:32:40 > 0:32:41into finally making the booking.
0:32:41 > 0:32:46The concern is that your online activity is being somehow tracked
0:32:46 > 0:32:48in order to squeeze more money out of you.
0:32:50 > 0:32:53It's a theory we've now heard so many times
0:32:53 > 0:32:56that we thought it was about time we put it to the test.
0:32:59 > 0:33:01So we set up an experiment,
0:33:01 > 0:33:04monitoring the price of two specific return flights
0:33:04 > 0:33:07with airlines we've heard this allegation levelled against
0:33:07 > 0:33:10at regular intervals over the course of the month.
0:33:10 > 0:33:13Crucially, each time we checked the prices,
0:33:13 > 0:33:16we did so on two different computers.
0:33:16 > 0:33:19One of them was wiped clean of all our browsing history,
0:33:19 > 0:33:22searches and stored information before we looked at the fares,
0:33:22 > 0:33:26so in effect, each time we checked, we were starting afresh.
0:33:26 > 0:33:28But on the other computer,
0:33:28 > 0:33:31we didn't get rid of any of our previous search details,
0:33:31 > 0:33:33so all our online activity
0:33:33 > 0:33:37and the digital footprint we'd left behind remained.
0:33:37 > 0:33:40The theory goes that if airlines really are watching
0:33:40 > 0:33:41your movements online,
0:33:41 > 0:33:45tracking your behaviour so they can sneak up prices accordingly,
0:33:45 > 0:33:48then this second computer would carry all the information
0:33:48 > 0:33:50they'd need to help them do it.
0:33:50 > 0:33:52However, our results suggest
0:33:52 > 0:33:55we can knock this particular conspiracy theory on the head
0:33:55 > 0:33:57once and for all.
0:33:57 > 0:33:59We found that though prices did fluctuate,
0:33:59 > 0:34:03they did so entirely consistently across both computers.
0:34:03 > 0:34:06We were quoted the same fares on each device,
0:34:06 > 0:34:07and it made not a jot of difference
0:34:07 > 0:34:11whether the airline could tell from our browsing history
0:34:11 > 0:34:13that we'd made the same search before.
0:34:13 > 0:34:17And though just a small snapshot of what may or may not be going on
0:34:17 > 0:34:18across the wider industry,
0:34:18 > 0:34:22our findings certainly ring true with pricing expert Oliver Ranson,
0:34:22 > 0:34:25who's worked with some of the world's leading airlines
0:34:25 > 0:34:26as a revenue specialist.
0:34:26 > 0:34:29It's a bit of an urban myth that airlines put up the prices of seats
0:34:29 > 0:34:31just because you've looked at one before.
0:34:31 > 0:34:34It doesn't make good business sense to put up prices
0:34:34 > 0:34:37when passengers come to your website for the second time.
0:34:37 > 0:34:39If you do that, you'll make them angry,
0:34:39 > 0:34:42you'll make them upset, and people will fly with your competitor.
0:34:44 > 0:34:45Interestingly though,
0:34:45 > 0:34:47while Oliver says it just isn't in the airlines' interest
0:34:47 > 0:34:49to behave in this way,
0:34:49 > 0:34:51it is entirely possible for them to do it.
0:34:52 > 0:34:55The technology to watch passengers' online activity exists.
0:34:55 > 0:34:58There are rumours that some airlines in the UK
0:34:58 > 0:35:00have trialled this unsuccessfully.
0:35:00 > 0:35:03So, Oliver has a much simpler explanation
0:35:03 > 0:35:06as to why Margaret's fare went up
0:35:06 > 0:35:08within moments of starting to book it.
0:35:09 > 0:35:11I think Margaret's been a bit unlucky.
0:35:11 > 0:35:14Airlines only have a limited number of seats to sell at the lower fares,
0:35:14 > 0:35:17and on the busier flights, sometimes they close out those fares entirely.
0:35:17 > 0:35:21It's all worked on the basis of something called demand to come.
0:35:21 > 0:35:23If the airline's expecting a lot of passengers to buy,
0:35:23 > 0:35:26the price is probably going to be a bit higher.
0:35:26 > 0:35:28Margaret could even have been competing against
0:35:28 > 0:35:30her own friends and family going to the same wedding,
0:35:30 > 0:35:32who might have been able to snap up the seats
0:35:32 > 0:35:34just in the minute or two before
0:35:34 > 0:35:37she had the chance to press the buy button.
0:35:37 > 0:35:40Well, Oliver might be confident that we're not being watched
0:35:40 > 0:35:42in the way that was feared...
0:35:45 > 0:35:48..but he soon found some of you who aren't convinced.
0:35:48 > 0:35:51Do you think that airlines monitor your buying behaviour online
0:35:51 > 0:35:53and increase the prices when you come back the second time?
0:35:53 > 0:35:56Yeah, 100%. I've noticed that so many times happening to me.
0:35:56 > 0:35:58Oh, yes, I'm sure that's the case.
0:35:58 > 0:36:01I've sometimes been back and had another look at the price,
0:36:01 > 0:36:06only a few minutes later, and it can be several pounds more.
0:36:06 > 0:36:08When you go back and look at the flights
0:36:08 > 0:36:09for the second or third time,
0:36:09 > 0:36:11do you think that the airline increases the price?
0:36:11 > 0:36:14Yeah, I've heard something about that.
0:36:14 > 0:36:16That you're meant to browse privately or something,
0:36:16 > 0:36:19so that they don't know that you're shopping around.
0:36:21 > 0:36:25But suspicions of Big Brother type observations aside,
0:36:25 > 0:36:27all any of us wants is to get the very best deal.
0:36:27 > 0:36:30So, come on, Oliver, you're the expert -
0:36:30 > 0:36:33how do we beat the system and get the best bargains?
0:36:33 > 0:36:35Would you stay up a little bit late at night
0:36:35 > 0:36:37to save a couple of hundred pounds on your airfare?
0:36:37 > 0:36:39- He would.- I would. - THEY LAUGH
0:36:39 > 0:36:42Airlines often release their cheapest seats late at night.
0:36:42 > 0:36:4412 o'clock midnight, or one o'clock in the morning.
0:36:44 > 0:36:45If you stay up to catch this,
0:36:45 > 0:36:47then you'll be buying the cheapest seats on the flight.
0:36:47 > 0:36:49OK, that means I'm going to have a late night.
0:36:49 > 0:36:51If you...
0:36:51 > 0:36:53..they'll be able to get the special offer straight to you.
0:36:53 > 0:36:56That's very interesting. I shall try that next time.
0:36:56 > 0:36:58Don't always book a year ahead travel,
0:36:58 > 0:37:01wait and see if the airline has a sale.
0:37:01 > 0:37:04And Oliver's final tip to get the very best deal,
0:37:04 > 0:37:07regardless of whether or not the airlines are watching you,
0:37:07 > 0:37:11make sure you're always keeping a close eye on them.
0:37:11 > 0:37:14Spend just five minutes a week looking at their website
0:37:14 > 0:37:16and seeing when they have their sales,
0:37:16 > 0:37:18recording it in a document on your computer.
0:37:18 > 0:37:20You'll then be able to know in the future
0:37:20 > 0:37:22whether or not you're getting good value for money
0:37:22 > 0:37:23on flights that you're buying.
0:37:23 > 0:37:26And for just five minutes a week of effort,
0:37:26 > 0:37:28you can potentially save £1,000 a year for the rest of your life.
0:37:30 > 0:37:31Meanwhile, back in Glasgow,
0:37:31 > 0:37:33even if they're not being watched,
0:37:33 > 0:37:36Margaret, Lisa and John still don't think a price should change
0:37:36 > 0:37:38once you've clicked to buy it.
0:37:39 > 0:37:41It's definitely made me, like, more wary
0:37:41 > 0:37:45about booking things like plane tickets and trains.
0:37:45 > 0:37:48Why and how do they put up the prices?
0:37:48 > 0:37:49It's not transparent.
0:37:49 > 0:37:53The price that you start with doesn't finish.
0:37:53 > 0:37:54It's just not right.
0:38:03 > 0:38:06Once again, we took Rip-Off Britain on the road,
0:38:06 > 0:38:08setting up our pop-up advice clinic
0:38:08 > 0:38:11in one of the UK's biggest shopping centres,
0:38:11 > 0:38:13the Trafford Centre in Manchester.
0:38:14 > 0:38:17It's a great way to meet as many of you as we can,
0:38:17 > 0:38:20and give on the spot advice on all your consumer troubles.
0:38:20 > 0:38:23We've been watching you for many, many years!
0:38:23 > 0:38:25- Oh, that's kind of you to say so. - And you look amazing!- Thank you!
0:38:28 > 0:38:32Holiday questions have been top of the agenda here at our pop-up shop,
0:38:32 > 0:38:35and so many people have been coming to see our lovely travel expert,
0:38:35 > 0:38:38Simon Calder.
0:38:38 > 0:38:39Yours is the kind of story
0:38:39 > 0:38:42that I know Simon likes to get his teeth into.
0:38:42 > 0:38:44In January 2015,
0:38:44 > 0:38:48Christine and John Davies from Crewe booked a big trip to Turkey
0:38:48 > 0:38:50with 11 members of their family.
0:38:50 > 0:38:53But after paying a deposit of £2,200,
0:38:53 > 0:38:56some unexpected news meant they'd no choice but to cancel.
0:38:58 > 0:39:00How come you didn't go, what happened?
0:39:00 > 0:39:04Unfortunately, in the March, I was diagnosed with breast cancer.
0:39:05 > 0:39:07I had to have surgery,
0:39:07 > 0:39:09followed by chemotherapy,
0:39:09 > 0:39:12followed by radiotherapy.
0:39:12 > 0:39:14Christine was too poorly to go on holiday,
0:39:14 > 0:39:17and even though the travel firm had offered to delay the trip
0:39:17 > 0:39:18by six months,
0:39:18 > 0:39:21Christine didn't think she would be well enough by that time, either,
0:39:21 > 0:39:24so they cancelled the whole thing.
0:39:24 > 0:39:26But Christine's travel insurance company made clear
0:39:26 > 0:39:30they wouldn't be getting back all of the deposit.
0:39:30 > 0:39:32- What happened? - Well, they e-mailed and said,
0:39:32 > 0:39:36the only people that were covered was myself and my husband.
0:39:36 > 0:39:38- Not all 11 of you?- Not all 11 of us.
0:39:38 > 0:39:43They said that the others would have to claim under their insurance,
0:39:43 > 0:39:45on their travel insurance.
0:39:45 > 0:39:47- Oh...- Had they booked travel insurance?
0:39:47 > 0:39:48One had, one hadn't.
0:39:48 > 0:39:51But the one that had, they wouldn't pay him out
0:39:51 > 0:39:54because he hadn't paid the holiday.
0:39:54 > 0:39:58Plus, they said there was no reason why he couldn't go
0:39:58 > 0:40:00on the holiday, anyway.
0:40:00 > 0:40:02So how much did you finally get back?
0:40:02 > 0:40:04We got back £295.
0:40:04 > 0:40:07- Instead of 2,200?- Yes.
0:40:07 > 0:40:09- Ooh.- That sounds like a really bum deal, Simon.- Right.
0:40:09 > 0:40:12Well, especially since there you were,
0:40:12 > 0:40:15going through this awful treatment with all the health worries,
0:40:15 > 0:40:18you know, really alarming time for the whole family,
0:40:18 > 0:40:20and suddenly, you're told, "Oh, by the way,
0:40:20 > 0:40:22"we're hanging onto your money
0:40:22 > 0:40:24"and you can't claim it back on insurance."
0:40:24 > 0:40:27Had you asked me before you made that booking,
0:40:27 > 0:40:29I would have told you two things.
0:40:29 > 0:40:32First of all, if you're going to buy a £12,000 holiday
0:40:32 > 0:40:35and put down, what, a £2,000 deposit,
0:40:35 > 0:40:40then take out travel insurance for the whole thing at the same time.
0:40:40 > 0:40:41As we've said before,
0:40:41 > 0:40:43taking out travel insurance
0:40:43 > 0:40:45to cover you from the point of booking your holiday,
0:40:45 > 0:40:48and not just for the period while you're way,
0:40:48 > 0:40:50means that in the event you have to cancel,
0:40:50 > 0:40:53you won't lose any money you've already paid.
0:40:53 > 0:40:56And Simon has another tip for avoiding losing out
0:40:56 > 0:40:58should you need to change your travel plans.'
0:41:00 > 0:41:01To avoid all of that pain,
0:41:01 > 0:41:03I would have said, "When are you going?
0:41:03 > 0:41:07"September? Don't even think about booking it yet."
0:41:07 > 0:41:10I would've said, "Maybe have a look in June, July."
0:41:10 > 0:41:13You'll still be able to get a great place to go on holiday,
0:41:13 > 0:41:15you just won't have that risk exposure,
0:41:15 > 0:41:18for so much money over such a long time.
0:41:18 > 0:41:22Well, I'm pleased to say that Christine is making a full recovery.
0:41:22 > 0:41:25But instead of rebooking the same holiday, the couple decided
0:41:25 > 0:41:28to take their four grandchildren to Cyprus instead.
0:41:28 > 0:41:30And there's one more bit of advice
0:41:30 > 0:41:33that's key to protecting themselves in the future.
0:41:33 > 0:41:36Pay part of your deposit with a credit card,
0:41:36 > 0:41:38even if it's only £1 or a fiver.
0:41:38 > 0:41:41The fact that you've paid £1 or £5 on your credit card
0:41:41 > 0:41:44means that the whole sum is covered.
0:41:44 > 0:41:46- Are you doing my job for me? - No, I'm not!
0:41:46 > 0:41:49It's what I've learnt by listening to you, Simon!
0:41:49 > 0:41:50I'm just sorry,
0:41:50 > 0:41:53and I do hope you get to have a holiday with the family.
0:41:53 > 0:41:55But get in touch, tell me when you're travelling,
0:41:55 > 0:41:57and I will tell you the best time to book.
0:41:57 > 0:41:58You couldn't ask better.
0:41:58 > 0:42:01Don't go to your travel agent, go to Simon Calder.
0:42:01 > 0:42:04He'll sort it out, then you write the cheque or pay.
0:42:04 > 0:42:06THEY LAUGH
0:42:10 > 0:42:13If you've got a story you'd like us to investigate,
0:42:13 > 0:42:16you can join in the conversation on our Facebook page,
0:42:16 > 0:42:18just look for BBC Rip Off Britain.
0:42:18 > 0:42:23Or you can log onto our website, bbc.co.uk/ripoffbritain.
0:42:23 > 0:42:25If you'd like to send us an e-mail, then our address is...
0:42:28 > 0:42:32Or if you want to send us a letter, then our new address is...
0:42:43 > 0:42:46Well, I'm afraid we've reached the end of the journey for today,
0:42:46 > 0:42:47but on the way, with any luck,
0:42:47 > 0:42:49you've learned a few tricks of the airline trade
0:42:49 > 0:42:52that even if they don't save you any money,
0:42:52 > 0:42:55could well save you a bit of time the next time you go abroad.
0:42:55 > 0:42:59I was particularly interested in hearing how airline pricing works.
0:42:59 > 0:43:00And while we might think that there's
0:43:00 > 0:43:02a touch of the dark arts about it,
0:43:02 > 0:43:05in fact, it seems that the secret really is
0:43:05 > 0:43:06just to use your common sense!
0:43:06 > 0:43:10And if you can, keep an eye on the ups and downs in pricing
0:43:10 > 0:43:12over the months before you book.
0:43:12 > 0:43:14And that way, you will get
0:43:14 > 0:43:16a sense of what is likely to be the lowest price.
0:43:16 > 0:43:19Well, with the huge number of airlines we have these days,
0:43:19 > 0:43:23it's very hard to believe that once there were so very few of them.
0:43:23 > 0:43:26But while things may have seemed a lot simpler back then,
0:43:26 > 0:43:29it was also a lot more expensive to fly.
0:43:29 > 0:43:32So in the end, all of that choice is really good for consumers.
0:43:32 > 0:43:35But at that point, that's where we have to leave it for today.
0:43:35 > 0:43:36Hope you've enjoyed the programme.
0:43:36 > 0:43:39And we'll be back with more of your stories very soon.
0:43:39 > 0:43:42So until then, from all of us, happy landings and bye-bye.
0:43:42 > 0:43:44- Goodbye.- Goodbye.