Episode 3 Rip Off Britain

and you came back with a catalogue of travel disasters.

It's a nightmare. Wake me up from it, please.

It was just a shambles, that's the best way to say it.

ANGELA: So, whether it's a deliberate rip-off,

a simple mistake or a catch in the small print,

we'll find out why you're out of pocket and what you can do about it.

JULIA: Your stories, your money, this is Rip Off Britain.

Hello and a huge welcome to Rip Off Britain where for this series we're

on the very sunny island of Tenerife and investigating a whole range of

Ones that you've had while you've been on holiday.

One of the biggest gripes you write to us about is when you've had no

choice but to make a change of some sort, or even cancel your plans and

you've been hit with a big old charge for the privilege.

Now that can be the case whether you've made very simple mistakes,

say at the time of your booking, or at the other end of the scale,

if you can no longer actually go on holiday at all because someone very

ill and now needs urgent medical treatment.

Now either way to get penalised, or worse still, to actually lose

the money that you've paid altogether, can seem not just harsh

So why is it so difficult to amend or cancel a holiday

without being hit by some kind of extra cost?

That's something you've been asking us for years

and now it seems that the regulators too are starting to question

the way we're treated if we need to change our holiday plans.

Let's see if your experiences can help make up their minds.

Coming up... Why even after the most devastating diagnosis,

you may not be able to cancel your holiday without losing your cash.

But could there be a way to fight back?

I couldn't understand why a company should behave like that to somebody

and traumatic stage of their life that they're going through.

They spotted a mistake with their flights just minutes after booking,

And at that point, I cannot tell you what I was thinking and feeling,

Now although we can sometimes bag a bargain at the very last minute,

often some of the best holiday deals can be found a long time in advance.

Indeed, it's not unheard of for some people to plan and pay for a

particular trip up to two years beforehand.

But, you know, a lot can happen in that time and all of life's great

long-awaited and hard saved for time away.

Of course, the trouble is that holidays aren't something

you can just get out of, cancel and then get your money back,

which can seem especially inflexible if there's still plenty of time for

the company you booked with to resell your seats,

An endless horizon, and the luxury of a modern cruise ship.

More of us than ever are choosing to take to the ocean waves with not far

off two million Brits going on a cruise in 2015.

And when many ships now boast casinos, health spas,

cruise ships are now floating cities of luxury and extravagance.

It was exactly that sort of indulgence that Harry and Kay Smith

when they booked flights to South Africa

what would be a holiday of a lifetime.

There were lots of reasons why they were desperate to get out there.

We'd lived in South Africa for 25 years before.

was recovering from a fairly severe spinal operation.

Last but not least, I had never seen our great-granddaughter.

Well, the couple booked their trip through a company called

It was to begin with flights to Johannesburg where they would

spend a few weeks with family before heading to Cape Town

to embark on that cruise to Venice.

All of that came with a big price tag.

but the couple felt that every penny was worth it.

The family, when we said we were coming out,

They were so excited and we were so looking forward to it.

We'd saved our money, we'd retired,

we wanted to have something to remember.

We'll never be able to afford this kind of money again.

But it was soon after they had booked and paid for the holiday

that Kay received some life-changing news from her doctor.

The tears rolled down my eyes and I thought,

"Oh, my God, I've got to tell my husband,

"I've got to phone him and tell him."

and I phoned him and I told him on the phone and he...

He just said, "Oh, God, not my baby, please, not my baby."

As you might imagine, it was devastating news

and while Kay hoped she might still be able to take her holiday,

it was immediately clear that that wouldn't be possible.

The consultant said, "If you've got anything planned, unplan it."

I said, "Can I not put the chemo off for a month or so until I come back

"we've just paid out all this money for this holiday of a lifetime,

"to South Africa to our family" and she said, "No, I'm sorry,

"you're not going to be able to get on a plane."

It was even more than a double blow, we couldn't spend time with my son,

who was emotionally and physically ill

and suffering and having to come to terms with major dramas

in his life, I couldn't be supportive of him.

As the trip was still a full three months away,

Harry immediately called Infinity Cruises,

He even sent medical evidence to prove the diagnosis.

and I just assumed that this was part of the

But Infinity Cruises told the couple that they wouldn't get back any of

Because in line with its terms and conditions,

it stated clearly that there are no refunds.

She said, "Have you read the small print, the terms and conditions?"

"Well, I'm sorry, it clearly states that if you cancel...

And I couldn't get my head round this.

..out of somebody's tragedy, I couldn't...

I couldn't envisage anybody doing this.

I couldn't understand why a company should behave like that to somebody

and traumatic stage of their life that they're going through.

Infinity Cruises told Harry that the only way to get his money back would

be to make a claim on his travel insurance.

But Harry, of course, hadn't yet taken a policy out.

He'd planned to do that nearer the trip.

So in a desperate bid not to lose his cash,

he suggested that a family member could take the trip in their place,

but the company said the holiday was not transferable.

We could have brought family from South Africa

and gave them a trip of a lifetime if we could have changed the names.

Harry and Kay believed that the company would easily be able to

resell the holiday and therefore wouldn't lose any money,

but Infinity Cruises was not prepared to budge.

I said to them, "What happens if you resell them?

"This is immoral. How do you sleep at night?

Infinity says that once a holiday is cancelled,

the various elements are sent back to the suppliers and therefore,

the company itself does incur cancellation costs

and it was reiterated that the staff who dealt with Harry

were sticking to the company's terms and conditions.

But Harry firmly believes he didn't receive those terms

and conditions until after he had paid and although the company

has made it clear that the terms and conditions are available to view

Harry didn't look at these at the time of booking.

But it's not at all unusual for travel companies to refuse

to refund the cost of a holiday that's been cancelled,

even when that's because of ill-health,

or some other life-changing event.

That is usually stated very clearly in the terms and conditions and the

reason, of course, is that if the company can't resell the trip

in whatever time is available, it could end up out of pocket.

But Harry and Kay aren't the only people to get in touch saying they

considered such a hard line stance a little too inflexible.

Plenty more of you have been in touch,

unhappy that after being forced to cancel a holiday for similarly

Jane from Pontypridd, for example,

she cancelled a family holiday to Benidorm after her father died.

It was six weeks before the scheduled departure

but the company she had booked with

would only refund ?208.50 of the ?694 she paid.

Gaynor and her friend Sylvia had to call off the trip they'd booked to

Mexico when Sylvia sadly had a stroke.

They were told they couldn't move the dates and were entitled

Now Gaynor did claim her money back on her insurance, but again,

Meanwhile Nicky Oliver from Arbroath booked a family holiday to Lanzarote

She too was denied any of the ?800 she'd paid for the trip,

even though they cancelled three months in advance.

Now in all these cases it would seem the only way to avoid being left out

of pocket would be to have had insurance in place to give

protection for exactly this kind of situation.

But what really rankles with the people we've spoken to

is that they all feel there probably was enough time for their holiday

which, as far as they're concerned, means it should have been possible

As any loss to the holiday company would be negligible.

And solicitor Gary Rycroft agrees with them.

If a holiday company sells on your cruise, or your flight,

or your hotel room, they are mitigating their loss.

They could be recovering two sets of money,

money from you and money from the person they sell your cruise,

Now it's not fair if they keep both sets of money,

I think that could be legal sharp practice.

What's more, Gary believes that holiday companies should

keep in mind the revised Consumer Rights Act of 2015

which updated the laws around the terms and conditions

of most types of consumer contracts.

The Consumer Rights Act 2015 also makes it clear that unfair contract

Now it could be argued that it is an unfair contract term if the holiday

company is allowed to keep all of your money if you have to cancel the

contract through no fault of their own

and they then go on and resell the holiday to someone else

and keep all of the money from the second person as well.

That is inherently unfair and not reasonable.

Of course, proving that a holiday company has treated you unfairly

These days, because booking online has become so simple, we've become

used to organising our holiday travel 24-7. Which is fine when

everything goes to plan, but it may not be so good if you've got a query

or problem that has to be sorted out there and then - as there was for

the family we're about to meet in our next film, who urgently needed

to speak to someone as soon as possible. In their case, it turned

out that every second really did count, and not being able to get a

response ended up costing them far more than they could have ever

imagined... Mary Mutimer is used

to doing things in a hurry With four children,

her work as a paramedic and a husband who is in the same

unpredictable job, she could always do with more hours

in the day than there actually are. just keeping everything going is

really difficult at times and for So, organising a family holiday to

Orlando where her eldest daughter

Gemma was studying, seemed set to provide a welcome

opportunity to press pause for a while and spend some time

relaxing. And in January, 2016, Mary started

hunting online for the best deal. When you do a search,

lots of companies come up. Some of them I had heard of and some

of them I hadn't heard of. One of those companies she hadn't

heard of was Omegaflightstore, a well-established online travel

agent which has been offering flights on many international routes

for 20 years. With the price quoted for all five

return flights to Orlando coming in at ?2,045, more than ?350 under

their budget, At that time, I'll be honest,

adrenaline was pumping, because I thought I had found a

really good deal, this is it, we're going on this dream holiday,

everything seemed to be going fine, found this fantastic price that

fitted in with budget, Mary hadn't wasted a second booking

the flights and at 17:58, she got confirmation

that payment had been taken. I was feeling so superchuffed with

myself because I had found this bargain deal that was at least

50% cheaper than what a lot of

people had been telling me that I would have to pay

for a family of five. So, it was a case of crack the

champagne out, toast all round, I was feeling really pleased with

myself and excited that we were going to be going on

this holiday of a lifetime. But the celebrations came to an

abrupt halt, just a couple of minutes

after they had begun. My oldest son, Jacob,

he was like, "Mum," and I thought something is terribly

wrong here, what could it be? And that's when he announced to me

that the flights I had just booked clashed with the exams that he had

told me were in June, However, I thought,

"Well, that's OK, "I will just call them back and I

will just change the flights." But all she got through to was a

recorded message. because I truly believed that it

would be something that I could just sort out.

were open at nine o'clock the next morning and I thought,

"That's OK, "I will just give them a ring

in the morning." Mary booked the following morning

off work to sort it all out she was straight on the phone to

Omegaflightstore. When I explained to Omega flights

what had happened, and that I had booked at literally

two minutes to six and then their office was shut and I needed to

change the dates, "Yes, no problem, that will be

absolutely fine. "Let's see what we could do."

I thought this is going well. Having checked the terms and

conditions on the company's website to be charged a ?30 per person admin

fee to change the flight details. But she wasn't ready for what

she was told instead. So simply he said to me,

"That will be ?900 to change." And at that point, I cannot tell you

what I was thinking and feeling, "I booked these at two minutes to

six, your office was shut." But the operator was adamant that

Mary had missed the deadline by which the details could be

changed for that ?30 per person fee. And as a result, the cost had

rocketed. He started to talk at me some facts

and figures about well, if you had changed by midnight,

it would have been OK. I said, "Well, your office was shut

at six o'clock, I couldn't do that. But Omegaflightstore would not

budge, insisting the only way she could

change the flights was by paying that

further ?900. They said, this ?900, was ?180

per person, ?30 that they were charging for the

detail change, name change, flight change, and ?150 per person

which was some flight void cancellation charge,

which was nowhere on their website at the time that

I had seen the day before. Mary says Omegaflightstore told

her that the ?900 was for fees charged by the airlines, but when

she contacted both Delta and Virgin, the companies with whom

she was due to fly, they told her that wasn't the case

and in fact, if she had booked directly with

either of them, she would have had a 24-hour cooling

off period during which she would have been able to cancel or change

her flight free of charge! So, if the charges weren't being

made by the airline, Mary couldn't understand what on

earth they were for! "Sorry, madam, it's not the case,

this is procedure, that we were saying,

"I've just spoken to Virgin, "they have told us that they do not

impose this ?150 per person charge, With their pleas falling on deaf

ears, Mary and Paul felt they had no

choice but to pay the extra fees, after scraping the money together

with help from relatives. We borrowed the money

off Paul's parents, And whilst, of course, the family

was still thrilled to be going away, the unexpected extra cost rather

took the shine off it all. It made me not even want to go on

the holiday. So I e-mailed them the next day,

a formal complaint. Now in the US, there is special

legislation in place to protect consumers from falling

foul of what can be confusing cancellation

and amendment policies. The rules there say that any

American airline, or indeed any flight

departing from the US, must either offer a 24-hour hold

guaranteeing your fare before purchase, or a 24-hour

risk-free cancellation entitling the But here in the UK, consumers

have no such protection. And as a result, different airlines

have different policies and charges, if you want to make an immediate

change to a booking. For example, BA and Virgin both have

a 24-hour cooling off period, allowing flights to be cancelled,

or rebooked. Although Virgin advises that if the

flight was booked through an agent, it's the agent that should be

contacted for a refund. Thomas Cook doesn't operate a

24-hour grace period and its charges for flight changes

range from ?35 to ?50 per person. But that's a long way from the

?150 per person Rip Off Britain regular and Trading

Standards Officer Sylvia Rook thinks that although

Omegaflightstore is entitled whether or not that's fair

is another matter. The difference between two minutes

and one day and the beginning of the If the airline says 24 hours,

that's a 24-hour period, then there shouldn't be a charge if

the airline doesn't impose one. There can still be the

administration charge for the company to do all the paperwork and

that's fair enough, but certainly ?900 for the sake of

two minutes does seem ridiculous. Omega certainly should not have

charged her the extra fee. But when we spoke to

Omegaflightstore, it insisted it acted in line

with fair rules, telling us that by the time Mary

spoke to the company, it was already too late to avoid

incurring a charge, because their 24-hour cooling off

period applies from a minute past midnight to a minute to midnight,

the same day of purchase, rather than 24 hours

across two days. It says the need to get changes made

by six o'clock the same day Omega goes on to say it does not

compromise its customer satisfaction And while it says a negotiation with

Delta resulted in the airline agreeing to cancel the flights

for a full refund, Mary preferred to change the date

rather than cancel altogether, so the company had no choice but to

apply the rules of charging ?150 per person, plus a

?30 administration fee. She regrets being swayed by what was

initially a lower price, but that ultimately ended up costing

a lot more than if she had booked which wouldn't have charged her

for correcting her mistake. I have never dealt with a company

like that before and we're a modern-day family that

buy on the internet, book things

through search sites, just absolutely shocking

in this day and age, it seems backwards to me

that an office shuts at 6pm. There are a lot of companies now

that are 24/7 and you can speak to them,

you know, 24 hours a day, seven days a week,

all year round. It's ridiculous. A man who wasn't prepared to take

no for an answer when his holiday By operating their scheme

telling people, you're bound by our terms

and conditions, you've got to forfeit the money

you've paid, smacks of profiteering, out of somebody else's

personal calamity. Our travel expert,

Simon Calder, has all the secrets to

save you money on your travels. He's full of tips on everything

from how to avoid the crowds to the best way to steer clear of

those tourist traps. This time, Simon's exploring the

Greek islands. Greece, acquired civilisation,

centuries before we did in Britain and it's still a highly civilised

place to go on holiday. If you're after the simple pleasures

of travel and enjoy shimmering blue Simon says Greece definitely

delivers. I first went island hopping in

Greece 40 years ago, and I've been exploring the mainland

and islands ever since. After four decades of tireless

research, If you're after history as well as

hedonism then Simon recommends you focus on the three most popular

islands - Crete, Corfu and Rhodes. On Crete, the largest Greek island

of all, a local bus from the capital

Heraklion will take you to Knossos, the power base of the Minoan

civilisation. Corfu is closer to Britain and cheap

to reach, with plenty of low-cost, But far away from beach resorts like

Kavos, you can find unspoiled coast and

countryside. And finally, Rhodes was transformed

by the Knights of St John, whose palace of the grandmasters

dominates the old town. consider a cut-price alternative to

the beachfront hotel. Rent a room in town and use that as

a base for exploring the rest of the island by cheap and

cheerful public transport. For a picture perfect taste of the

Greek islands, Simon reckons Kos is a must see,

with so much more than just beaches. There you can find cottages rising

from the quayside to a pretty white church, with a hilly hinterland

draped in pine. Or go one step beyond Kos itself,

take a ferry to nearby Patmos, where the reward is a pace of life

turned down a couple of notches. And the final slice of Greece

Simon recommends is its capital. To supercharge your Greek

experience, The Greek capital was handsomely

transformed for the Olympics in 2004 and is now one of my favourite

European cities - the very definition of ancient

and modern. Earlier in the programme we looked

at just how tricky it can be to get your money back for a holiday you

have to cancel. And the pain of that is made even

worse if the company you booked with is able to go ahead and sell your

place to someone else, while you are left seriously

out of pocket. Well, it seems it's not just the

people who have contacted us With regulators now issuing some

very strong criticism of the way the whole cancellation process is

handled could the tide, at last, Harry and Kay Smith from Bolton had

planned the trip of a lifetime, then taking a cruise from

Johannesburg to Venice. But they had to cancel when Kay was

diagnosed with cancer, and the company they booked with,

Infinity Cruises, said that in line with its terms and

conditions, they couldn't have any of their

money back. I couldn't understand why a company

should behave like that to somebody and traumatic stage of their life

that they're going through. Well, something very similar

happened to this man, Rip Off Britain viewer

John Cartwright from Rutland. So, when he was told

he wouldn't get a refund, it wasn't something

he was prepared to accept. John had booked a trip to Hong Kong

with travel company Hayes Jarvis, He'd paid a ?1,178 deposit for the

flights but then, due to a serious heart problem,

he was unable to fly. My doctor said that in view

of the surgery, I should not be taking a nine-hour

long haul flight So he said, "Well, you'll have to

cancel your holiday". But when John called the travel

company to do just that, the company said he wouldn't be able to get a

refunding, pointing to its terms and conditions.

Saying they had enough time to refund them to someone else.

In my case, the tour operator had at least four months' notice before

departure, so had plenty of time to resell the flights.

And the hotelier probably found somebody else to sleep

John used his legal expertise to fight the travel firm

He referred to an Office of Fair Trading report from 2004,

which says that if a customer cancels a trip,

With no fear about arguing his position in court,

John demanded that Hayes Jarvis disclose exactly what it had lost

John demanded the travel company disclose exactly what it had lost in

his case in the small claims court. In the end, that didn't prove

necessary, as the travel company sent him a refund, minus its lost. I

felt vindicated, but I also felt angry because, by operating their

scheme of telling people "You're bound by our terms and conditions,

you've got to forfeit the money you've paid" smacks of profiteering

out of somebody else's personal calamity. The travel company told us

that high cancellation charges are usually imposed by suppliers, but

are calculated so that they represent a genuine pre-estimate of

the overall loss to the business. However, it does recognise that,

from time to time, these costs are not a true reflection, and it's

since introduced a more flexible approach to cancellations

surrounding unforeseen circumstances. It said, in John's

case, after being successful in getting money back from its

suppliers, it was able to offer him a suitable refund. But the company

went on to say that most customers cancelling on medical grounds would

seek a refund through their travel insurance.

But for those of us without John's legal expertise,

including Harry and Kay, this kind of battle isn't that easy,

nor is it always clear where to turn next.

So John has agreed to look at Harry and Kay's case,

If you remember, Harry and Kay paid almost ?4,300 for a holiday they had

to cancel three months before they were scheduled to leave.

But John believes that, as in his case,

the company they booked with had plenty of time to resell their trip

to someone else. So, as far as he's concerned,

the couple have a strong argument for getting back a good chunk

of their money, minus any administrative costs, of course.

I understand that you asked Infinity Travel what their losses, if any,

amounted to, resulting from your cancellation?

Well, what I said to them, John, was that

I don't mind paying any reasonable costs incurred by the company,

and I would expect to pay for administration costs, etc.

A cancellation fee. Yeah, so I have no problem with that whatsoever,

but please advise then what they are and what we can expect to receive.

All I got basically, again, was, refer to our terms and conditions,

you're not entitled to anything, and go away, really.

That was the sort of attitude, you know?

For John, a crucial factor in Harry and Kay's case lies in exactly when

the couple were made aware that if they cancelled their trip,

for whatever reason, they wouldn't be entitled to any refund.

You paid the money before you ever had a chance to see the terms

Well, if that is right, that's a very good start to your situation,

sale. It's no good taking money off somebody and then telling you,

because they've already got your money. Yeah.

And though the terms and conditions are available on the company's

Harry is adamant that the fact that the cruise was non-refundable wasn't

made explicitly clear to him as he handed over his money,

John's opinion is that Harry and Kay have a very strong case.

convinced that you will win your case and not only win the case,

but you should get a big chunk of your money back.

John, thank you very much, it's greatly appreciated. A pleasure.

You've given us a lot of food for thought and a way forward.

Well, it seems John's not alone in arguing that some travel companies

may not always treat customers who cancel fairly.

to stop companies profiting from non-refundable deposits on goods

And it's warned that companies who continue to breach consumer rights

in this area could face action, including fines.

But when we put Harry and Kay's case to Infinity Cruises,

the company told us that though it sincerely apologises for the added

anxiety this situation may have produced,

it's acted entirely within the allowed constraints

of the holiday and cancellation process.

It accepts, however, that more could have been done to help the couple

try and recoup the cost of their holiday.

Going on to explain that while the air fares had been

paid in full and were non-refundable,

the company had as yet only paid its supplier a deposit

for the cruise element of the holiday.

As such, it is able to give the couple a partial refund of ?1,634

along with an additional ?115 as a goodwill gesture.

That's a huge step in the right direction for Harry and Kay,

If we have to go through the small claims court, then so be it.

and we've given this company every opportunity to treat us fairly.

So if we have to go to the court, then that's what we'll do.

Well, we'll let you know what happens next and, in the meantime,

if you've found yourself in a similar position to Harry and Kay,

then there's more information about how you might be able to pursue

Welcome to our Rip Off Britain pop-up shop.

You know, throughout the year we get hundreds of letters and e-mails from

in particular at our pop-up shop is constantly kept busy.

and here in the Trafford Centre this year has been no exception.

Well, of course, there's very little our Simon doesn't know when it comes

to foreign travel and one of the complaints he just keeps on hearing

is about the sky-high cost of going away during school holidays.

If we go on holiday during half term,

the price seems to escalate rather quickly.

I did a search just before, for instance,

and I'm going on holiday next year in February, we're going to Austria.

To book four flights today it's like ?3,000 for four flights,

Yes. And you obviously have a problem with this?

Of course I do. I just think it's profiteering off families,

and the fact that we're stuck to times when we have to go,

because we don't want to take our children out,

because we want the best for our children,

so we want to make sure they stay in education for all they can,

not even for a day, because even taking the kids out

OK, and I can hear in homes all across Britain people saying,

Those flights you were saying, ?1,200 the week before,

But at ?1,200 they're losing money on it.

?3,000, they're making it back in spades,

but that keeps the whole show on the road.

And it looks as though those hugely inflated prices during peak season

are here to stay, despite the many complaints and even a petition

being handed in to Number 10 demanding change.

But our seasoned traveller Simon knows ways to beat the system.

take advantage of the fact that in Scotland school holidays

and you'll find that flights from Edinburgh and Glasgow,

at times when English schools are on holiday but Scottish schools

are not, they offer much better value.

Sure, it's a three or four hour drive and all the extra petrol

Well, we looked into the price of flights to Barcelona from Scotland

during term time, and compared them to flights leaving England

at the same time, when the schools there are on holiday.

We found some of the Scottish flights were as much

which, for a family of four, adds up to a huge saving.

And Simon has another money-saving trick up his sleeve.

OK, fantastic. So have a look at going straight after school,

be waiting at the school gates on the last day of term with the engine

running, get yourself across to Liverpool John Lennon Airport,

get on a flight then. Quite often you'll find that a Friday

Some of the flights were ?70 cheaper,

And Simon's final tip would be to fly home from an airport

It's slightly more hassle, but there can be big savings.

Just looking last October half term, flights to and from Alicante were,

coming home, something like ?300 one-way.

But if you hop on a train which takes two hours and costs about ?30

to Madrid, suddenly flights galore for 50 quid.

So that's the way to do it, just come up with an alternative.

Just think smart with your choice of airport and destination.

Good. Thank you very much for your time.

But anger over the way prices rocket out of term time

It's just a constant nightmare for a family of five.

so you're actually penalised for having children who are in school.

As parents, we're put under so much pressure to either work harder

I feel that I can pay three or four times more to go away at that time

It's just ridiculous and I think something needs to be done about it.

If you've got a story you'd like us to investigate,

then get in touch with us via our Facebook page,

our website, bbc.co.uk/ripoffbritain,

Or, if you want to send us a letter, then our new address is...

Well, the question of refunds on a holiday booking is one that we know

a lot of you feel very strongly about.

And you've made it crystal clear in your e-mails and letters

Now obviously we do appreciate that there is usually some cost involved

in either amending or cancelling a booking, but it's very easy,

I think, to understand why so many people feel that to lose

even when the company has then gone on and been able to resell it

to someone else, does not feel entirely fair.

And I have to say, I agree with them.

I'd call it profiting from misfortune, possibly.

Well, let's see if that's what the regulator ends up thinking, too.

so we hope you never need to cancel any of your holiday plans

and that everything goes without a hitch.

And remember, if it doesn't, you know what to do,

We'll see you again very soon, but until then, from all of us, goodbye.

MUSIC: Mad World by Gary Jules

A murder has been committed and we have a duty to solve it.