0:00:02 > 0:00:04We asked you who has left you feeling ripped off
0:00:04 > 0:00:05when it comes to your holidays
0:00:05 > 0:00:08and you came back with a catalogue of travel disasters.
0:00:08 > 0:00:12I thought it was a joke, I really did. 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 > 0:00:20It was unbelievable. I can't even explain.
0:00:20 > 0:00:22So, whether it's a deliberate rip-off,
0:00:22 > 0:00:25a simple mistake or a catch in the small print,
0:00:25 > 0:00:29we'll find out why you're out of pocket and what you can do about it.
0:00:29 > 0:00:34Your stories, your money. This is Rip-Off Britain.
0:00:35 > 0:00:37Hello and welcome to Rip-Off Britain
0:00:37 > 0:00:39from the beautiful island of Tenerife
0:00:39 > 0:00:42and it's wonderful for us to be sitting by the sea
0:00:42 > 0:00:44with the waves crashing. It's gorgeous.
0:00:44 > 0:00:48And today, we're bringing you a classic crop of holiday disasters
0:00:48 > 0:00:50with one thing in common.
0:00:50 > 0:00:52Each of them involved a monumental letdown
0:00:52 > 0:00:54which really did leave the people involved
0:00:54 > 0:00:58feeling that they simply didn't get what they paid for originally.
0:00:58 > 0:01:00For instance, you've planned ahead,
0:01:00 > 0:01:02you've chosen your resort or your hotel
0:01:02 > 0:01:04because they really do seem to fit the bill,
0:01:04 > 0:01:08only you arrive and find that it does nothing of the kind.
0:01:08 > 0:01:10Clearly, you're going to feel thoroughly hacked off,
0:01:10 > 0:01:13especially if your lasting memories of that trip
0:01:13 > 0:01:16are going to be that you spent the whole time having to complain.
0:01:16 > 0:01:19I know, and it's going to make things even worse
0:01:19 > 0:01:22if your complaints appear to fall on deaf ears.
0:01:22 > 0:01:23All of the people we'll be meeting
0:01:23 > 0:01:26certainly feel that's what happened to them.
0:01:26 > 0:01:30Now, no-one expects every aspect of a trip to always go smoothly
0:01:30 > 0:01:33but these people would argue that it wasn't minor issues
0:01:33 > 0:01:37that left them so upset, but really fundamental problems
0:01:37 > 0:01:39which left their holidays in tatters.
0:01:40 > 0:01:43Coming up, how dreams of a holiday haven in Gran Canaria
0:01:43 > 0:01:46turned into this noisy nightmare.
0:01:46 > 0:01:47DRILLING
0:01:47 > 0:01:50We were greeted by the sounds of jackhammers.
0:01:50 > 0:01:54Electric saws, drilling.
0:01:54 > 0:01:58And a company that promises it's a cut above the rest,
0:01:58 > 0:02:01so why did these two pensioners pack and go home
0:02:01 > 0:02:03almost as soon as they got to the hotel?
0:02:03 > 0:02:05We took one look and she said, "This is not right, is it?"
0:02:05 > 0:02:07And I said, "No, it's not right at all."
0:02:10 > 0:02:13When we get almost identical letters from people
0:02:13 > 0:02:17who don't know each other, in fact, have never met each other,
0:02:17 > 0:02:20but who've all experienced exactly the same problem,
0:02:20 > 0:02:23you can bet that it makes us sit up and take notice,
0:02:23 > 0:02:25especially when they've got video footage
0:02:25 > 0:02:28that proves just how bad things really were.
0:02:28 > 0:02:32But one of the things that really stands out about this next tale,
0:02:32 > 0:02:34apart from, as you will see,
0:02:34 > 0:02:36what they had to put up with every morning, noon and night,
0:02:36 > 0:02:40is the fact that, while the people that we've heard from
0:02:40 > 0:02:44all went through the same thing at the same time in the same place,
0:02:44 > 0:02:47they did not all get the same response
0:02:47 > 0:02:49from the holiday company concerned.
0:02:52 > 0:02:54"Dear Rip-Off Britain..."
0:02:54 > 0:02:55"We don't know where to begin
0:02:55 > 0:02:57"regarding our recent horror holiday."
0:02:57 > 0:03:01"Dear Rip-Off Britain, I returned from the holiday from hell."
0:03:01 > 0:03:03"You can only imagine our horror when I was awoken at 7.45
0:03:03 > 0:03:07"on the Monday morning to the sound of up to 10 to 12 jackhammers."
0:03:07 > 0:03:11"We did not anticipate that we would suffer two whole weeks
0:03:11 > 0:03:14"of a craned jackhammer, drilling
0:03:14 > 0:03:17"and disc cutters relentlessly carrying out work."
0:03:17 > 0:03:20"I understand that other people on the same holiday and hotel
0:03:20 > 0:03:23"have already e-mailed you and I thought I would do the same."
0:03:23 > 0:03:27Three letters from three different couples, but just one complaint.
0:03:27 > 0:03:30They all had the same disastrous stay
0:03:30 > 0:03:34at a hotel on the island of Gran Canaria in May, 2016.
0:03:35 > 0:03:39Tony and Phil from Stockport, Andy and Stephen from Yorkshire
0:03:39 > 0:03:42and Carl and Brian from Gloucester had all timed their holidays
0:03:42 > 0:03:46to coincide with the annual Gay Pride celebrations
0:03:46 > 0:03:49in the popular resort of Maspalomas.
0:03:49 > 0:03:53Tony and Phil even took Tony's 79-year-old mother with them.
0:03:53 > 0:03:56It was the only holiday we got during the year,
0:03:56 > 0:03:59so we'd been saving up. Mum, who is, like, 79,
0:03:59 > 0:04:03always came away with us cos she felt safer being with us,
0:04:03 > 0:04:05so we just wanted to have a really nice, relaxing holiday.
0:04:05 > 0:04:09Meanwhile, Andy and Stephen - big fans of Gran Canaria -
0:04:09 > 0:04:13had been planning this trip for quite some time.
0:04:13 > 0:04:15We were excited. We'd booked it a year in advance.
0:04:15 > 0:04:18We were expecting, you know, fun, frolics,
0:04:18 > 0:04:21as much as you could eat food and drink,
0:04:21 > 0:04:24and just good times with good friends.
0:04:25 > 0:04:29As for Carl and Brian, getting away from it all should have been
0:04:29 > 0:04:33just what they needed to put a few difficult months behind them.
0:04:33 > 0:04:36We hadn't been away for two years before this holiday,
0:04:36 > 0:04:39- so it had been quite a big window. - Yeah.
0:04:39 > 0:04:42We'd also had a personal bereavement the year before.
0:04:42 > 0:04:46A close friend had died, so it was really a way of getting away
0:04:46 > 0:04:50and just unwinding, really, which we needed to do.
0:04:51 > 0:04:54And the place that seemed to match everyone's requirements
0:04:54 > 0:04:58was the all-inclusive Servatur Waikiki hotel.
0:04:58 > 0:05:01With a huge pool, a range of restaurants
0:05:01 > 0:05:04and the beach just ten minutes away, there was something for everyone.
0:05:04 > 0:05:07But just days before they were due to fly out,
0:05:07 > 0:05:09TUI, the holiday group that owns the companies
0:05:09 > 0:05:12with which they'd all booked - First Choice and Thomson -
0:05:12 > 0:05:15got in touch with some bad news.
0:05:15 > 0:05:17"Dear Mr Bailey,
0:05:17 > 0:05:20"thank you for choosing to book your holiday with us."
0:05:20 > 0:05:23"The Riu Hotel next door to Servatur Waikiki
0:05:23 > 0:05:25"is undergoing a refurbishment project..."
0:05:25 > 0:05:28"Which will be ongoing during your stay."
0:05:28 > 0:05:31"And although most of the work is not visible,
0:05:31 > 0:05:34"work is likely to be audible from certain public areas..."
0:05:34 > 0:05:38"Including the pool terrace and from some balconies."
0:05:38 > 0:05:42"Hotel management will continue to do all they can to ensure
0:05:42 > 0:05:46"that this will not seriously impact your holiday enjoyment."
0:05:47 > 0:05:50Though the Servatur Waikiki hotel itself
0:05:50 > 0:05:52wasn't undergoing any refurbishments,
0:05:52 > 0:05:54the Riu hotel next door was.
0:05:54 > 0:05:58But, reassured by TUI's letter, the couples were confident
0:05:58 > 0:06:01that any disruption would be kept to a minimum.
0:06:01 > 0:06:05After reading the e-mail, I had no reservations or concerns
0:06:05 > 0:06:08about going to the hotel and proceeding with the holiday.
0:06:08 > 0:06:10We thought, "It's not going to be that bad.
0:06:10 > 0:06:13"There's no point in sort of rushing around to change plans."
0:06:16 > 0:06:19So, they all jetted off, relatively unconcerned.
0:06:19 > 0:06:21But the following morning,
0:06:21 > 0:06:25it wasn't to the gentle sounds of the sunny resort that they woke.
0:06:25 > 0:06:28DRILLING
0:06:28 > 0:06:31We were greeted by the sounds of jackhammers.
0:06:31 > 0:06:33DRILLING
0:06:33 > 0:06:36- Electric saws, drilling. - Dust was flying over.
0:06:36 > 0:06:38There were lorries going in.
0:06:38 > 0:06:41There were sparks flying from the building.
0:06:42 > 0:06:46- It was disheartening.- It looked like a bombsite. We felt like going home.
0:06:46 > 0:06:50We started to think, "Is it a bad mistake staying here?"
0:06:50 > 0:06:53It was just a joke. The whole thing was a joke.
0:06:53 > 0:06:56The noise they suffered began before breakfast
0:06:56 > 0:06:58and continued all day and into the night.
0:06:58 > 0:07:03So, it's ten past eight at night and this is what's going on.
0:07:03 > 0:07:06LOUD DRILLING
0:07:08 > 0:07:10All three couples complained to the rep in the resort
0:07:10 > 0:07:13about the noise but were told the only thing they could do
0:07:13 > 0:07:17was raise a formal complaint when they got back to the UK
0:07:17 > 0:07:20because, although they also asked to change hotels,
0:07:20 > 0:07:22with such a big event going on,
0:07:22 > 0:07:26available accommodation elsewhere was very thin on the ground.
0:07:26 > 0:07:28So, they had no choice but to sit it out
0:07:28 > 0:07:30and enjoy what they could of their holiday,
0:07:30 > 0:07:33which wasn't easy for any of them.
0:07:33 > 0:07:35Tony's elderly mum found what she'd hoped would be
0:07:35 > 0:07:38a relaxing break particularly upsetting.
0:07:38 > 0:07:41To see my mum in tears... Mum's not really that...
0:07:41 > 0:07:45She doesn't show her emotions, but she was in bits over it,
0:07:45 > 0:07:47which had us quite tearful.
0:07:48 > 0:07:51We brought all three couples together for the first time
0:07:51 > 0:07:54to try and recreate a bit of the holiday atmosphere
0:07:54 > 0:07:55that they say they missed out on
0:07:55 > 0:07:59and, of course, to compare notes about their trip.
0:07:59 > 0:08:01DRILLING
0:08:01 > 0:08:05That's just one of many films that I took and even then,
0:08:05 > 0:08:08- you can't really appreciate how loud it was to actually be there.- No.
0:08:08 > 0:08:12- That was all day long.- Yeah. - Nonstop, two weeks.
0:08:12 > 0:08:14It was the vibrations as well.
0:08:14 > 0:08:18- The shocking aspect, there wasn't even a break all day.- No.
0:08:18 > 0:08:20DRILLING
0:08:20 > 0:08:25Yeah, by the pool as well. You can hear it even on this little phone.
0:08:25 > 0:08:29- It's atrocious. - I was going insane with it.
0:08:30 > 0:08:33After struggling to relax during the day,
0:08:33 > 0:08:36the only chance of getting some peace and quiet was at night,
0:08:36 > 0:08:39but with the building work continuing into the evening,
0:08:39 > 0:08:41that, too, was proving impossible.
0:08:43 > 0:08:45- Did you wear your earplugs? - We weren't given earplugs.
0:08:45 > 0:08:48We were given orange earplugs with a little note -
0:08:48 > 0:08:50complementary earplugs - when we arrived.
0:08:50 > 0:08:52- We got one each. - I thought, "What are these for"
0:08:52 > 0:08:55There was one point when I wanted to go home
0:08:55 > 0:08:58and I said to Stephen, "Can we not look at flights to go home?",
0:08:58 > 0:09:00And they were too expensive.
0:09:00 > 0:09:03We did feel a bit desperate, didn't we, really, at the beginning,
0:09:03 > 0:09:06because we felt like we'd been cheated out of the holiday.
0:09:06 > 0:09:09What's more, even though the couples paid
0:09:09 > 0:09:11for all-inclusive accommodation,
0:09:11 > 0:09:15they all say they ended up going out for meals to escape the noise,
0:09:15 > 0:09:18defeating the object of the all-inclusive package
0:09:18 > 0:09:20for which they'd prepaid.
0:09:21 > 0:09:23As soon as they all arrived home,
0:09:23 > 0:09:26the three couples all sent complaints
0:09:26 > 0:09:29to the holiday company TUI which, of course,
0:09:29 > 0:09:31though not directly responsible
0:09:31 > 0:09:33for the works at the neighbouring hotel,
0:09:33 > 0:09:36had assured them it would try and limit the disruption.
0:09:36 > 0:09:40And whilst they each had identical holiday experiences,
0:09:40 > 0:09:42the same can't be said of the way the company's responded
0:09:42 > 0:09:45to their individual complaints.
0:09:45 > 0:09:47Andy and Stephen have been sent
0:09:47 > 0:09:49a voucher for £130 to spend on a future holiday
0:09:49 > 0:09:53with the company but, for the moment, they are still undecided
0:09:53 > 0:09:57about what to do and feel that their complaint is still open.
0:09:57 > 0:09:59But Tony and Phil have received
0:09:59 > 0:10:02£282 off their next holiday with the company
0:10:02 > 0:10:05and they, too, are considering what to do next.
0:10:05 > 0:10:08While Carl and Brian, well, they've said no to their offer
0:10:08 > 0:10:11of a £139 voucher.
0:10:12 > 0:10:14Well, when we contacted TUI,
0:10:14 > 0:10:17the company told us it's sorry that these customers were unhappy
0:10:17 > 0:10:21with their holiday but it relies on its hotel partners to advise
0:10:21 > 0:10:23on any maintenance work and it...
0:10:27 > 0:10:29It reiterated that,
0:10:29 > 0:10:33as the situation did impact on guests more than had been advised,
0:10:33 > 0:10:35it has offered a gesture of goodwill
0:10:35 > 0:10:38and apologised for the inconvenience caused.
0:10:38 > 0:10:42We also got in touch with the ClubHotel Riu Papayas,
0:10:42 > 0:10:44the one that was responsible for the works.
0:10:44 > 0:10:46It insisted the project...
0:10:53 > 0:10:56But if you find yourself in an unexpectedly noisy resort
0:10:56 > 0:10:59when you were expecting something altogether more peaceful,
0:10:59 > 0:11:02travel expert Simon Calder has this advice.
0:11:02 > 0:11:05Various people, including ABTA, the travel association,
0:11:05 > 0:11:08have come up with guidelines about how,
0:11:08 > 0:11:11if there is a certain amount of disruption,
0:11:11 > 0:11:16then the holiday provider must offer alternative accommodation
0:11:16 > 0:11:18or even a full refund.
0:11:18 > 0:11:21The tour operators most certainly have a duty
0:11:21 > 0:11:26to make sure that you are given an enjoyable holiday
0:11:26 > 0:11:30and if there's just noise and dust and building work going on,
0:11:30 > 0:11:32then that's not going to be very enjoyable
0:11:32 > 0:11:34and they are going to have to sort it out.
0:11:36 > 0:11:39But for Tony and Phil, Carl and Brian, Andy and Stephen,
0:11:39 > 0:11:42while they know TUI itself wasn't to blame for the noise,
0:11:42 > 0:11:45they still feel let down by the way the company handled
0:11:45 > 0:11:49the situation and believe they should have been moved elsewhere,
0:11:49 > 0:11:52as soon as the extent of the problem became apparent.
0:11:52 > 0:11:56No human being should put another human being through that
0:11:56 > 0:12:01and expect them to pay for the displeasure of a holiday like that.
0:12:01 > 0:12:03The whole experience has left me disillusioned.
0:12:03 > 0:12:07It's left me feeling like I don't trust tour companies.
0:12:07 > 0:12:11You do put a huge amount of trust into these companies and, sadly,
0:12:11 > 0:12:15on this occasion, it's been a very big lesson that we've learnt
0:12:15 > 0:12:18and, no, I wouldn't be happy to book with Thomson again.
0:12:18 > 0:12:20DRILLING
0:12:23 > 0:12:26Now, as millions of Brits will enthusiastically testify,
0:12:26 > 0:12:29a trip away doesn't have to involve going abroad,
0:12:29 > 0:12:32as we have to Tenerife, and it's reckoned that last year,
0:12:32 > 0:12:36more of us than ever took some sort of break within the UK.
0:12:36 > 0:12:39But several of you have been in touch with the programme
0:12:39 > 0:12:42after choosing to do that with one particular company.
0:12:42 > 0:12:45Now, it's a tour operator which makes big claims on its website,
0:12:45 > 0:12:49not just about being a leading specialist in coach holidays,
0:12:49 > 0:12:53but about putting customers' needs right at the core of its business.
0:12:53 > 0:12:55Well, I'm afraid the people we've spoken to
0:12:55 > 0:12:57would completely disagree with that.
0:12:57 > 0:12:58They'd say the opposite is true
0:12:58 > 0:13:02and their needs weren't considered very much at all.
0:13:03 > 0:13:08Although 86-year-old John Essex from Hove is now registered blind,
0:13:08 > 0:13:11he doesn't let that stop him exploring as many sights as he can
0:13:11 > 0:13:14with his long-time friend Stephen Dyson.
0:13:14 > 0:13:16Unfortunately, since I lost my sight,
0:13:16 > 0:13:19I can't see the landmarks too clearly, as such,
0:13:19 > 0:13:22but there's always audio descriptions
0:13:22 > 0:13:27in all these museums or famous places, palaces, whatever,
0:13:27 > 0:13:30and we've always had fantastic holidays.
0:13:30 > 0:13:34And they hoped that that would be the case again
0:13:34 > 0:13:36when they booked a two-day trip to London -
0:13:36 > 0:13:40one that took in tours of the Houses of Parliament and Buckingham Palace
0:13:40 > 0:13:46and, indeed, a night in a three-star hotel for just £149 per person.
0:13:46 > 0:13:50It appealed to us because it was fairly local, as such,
0:13:50 > 0:13:54you know, from Brighton to London, which is no effort.
0:13:54 > 0:13:57The whole package seemed very tempting.
0:13:58 > 0:14:00The company behind the trip
0:14:00 > 0:14:03was Leicestershire based Diamond Holidays,
0:14:03 > 0:14:04which proudly declares on its website
0:14:04 > 0:14:06that it's a cut above the rest.
0:14:06 > 0:14:11The holiday company's website looked very impressive, very professional.
0:14:11 > 0:14:14It just looked like a good deal, great price.
0:14:15 > 0:14:17So, Stephen booked.
0:14:17 > 0:14:19There was still a full six months before the trip
0:14:19 > 0:14:22but the company promised to send through a final itinerary
0:14:22 > 0:14:24a fortnight before they were due to leave.
0:14:24 > 0:14:27Unfortunately, however, when that itinerary arrived,
0:14:27 > 0:14:31their great deal no longer looked quite so appealing.
0:14:31 > 0:14:35Instead of the expected two hours or so to get from Brighton to London,
0:14:35 > 0:14:38the journey was going to take six and a half hours.
0:14:40 > 0:14:42From Brighton to London's 58 miles.
0:14:42 > 0:14:46The way the holiday company were going to take us
0:14:46 > 0:14:48would have been 170 miles
0:14:48 > 0:14:50and it's three times the distance
0:14:50 > 0:14:53and also three times the amount of time,
0:14:53 > 0:14:55so I just could not believe
0:14:55 > 0:14:57that they were going to take us all that way.
0:14:57 > 0:15:00So, John called the company to ask if it would be possible
0:15:00 > 0:15:02to travel to London by train instead
0:15:02 > 0:15:05and pick up the tour when they arrived.
0:15:05 > 0:15:07He was told that someone would get back to him,
0:15:07 > 0:15:10but when that didn't happen, with the departure date looming,
0:15:10 > 0:15:13Steve called Diamond Holidays' customer services manager
0:15:13 > 0:15:16to see if they could get a refund.
0:15:16 > 0:15:19But it seemed that that wouldn't be possible, even though, of course,
0:15:19 > 0:15:23it was only at this late stage that the problem had come to light.
0:15:24 > 0:15:28They said that we would lose our money if we cancelled the trip.
0:15:28 > 0:15:30The frustrating part of this is,
0:15:30 > 0:15:34had we realised this within a couple of weeks of booking the holiday
0:15:34 > 0:15:38or the trip, we could have cancelled with no penalty whatsoever.
0:15:38 > 0:15:40But because you don't get the itinerary
0:15:40 > 0:15:43till two weeks before you go on the trip,
0:15:43 > 0:15:46there's no way you can cancel and not lose all your money.
0:15:47 > 0:15:50John called the company again to explain his predicament
0:15:50 > 0:15:54but, despite its website promising a personal touch
0:15:54 > 0:15:58and great customer service, Diamond Holidays just wouldn't budge.
0:15:58 > 0:16:02I told them that I was 86 and I was registered blind
0:16:02 > 0:16:04but they weren't interested.
0:16:04 > 0:16:06They said, "You should have told us at the beginning."
0:16:06 > 0:16:08Feeling that they had no choice,
0:16:08 > 0:16:13John and Steve cancelled the trip, losing all of the £298 they'd paid.
0:16:13 > 0:16:15They just didn't care.
0:16:15 > 0:16:20To ignore you and just take no interest and say, "That's it,"
0:16:20 > 0:16:23you know, like you've got no comeback.
0:16:23 > 0:16:28And the shine from Diamond Holidays has also faded for Janet Compton.
0:16:28 > 0:16:30She'd planned a trip to ensure
0:16:30 > 0:16:32that her recently widowed friend, Patricia,
0:16:32 > 0:16:35didn't spend Christmas all alone, and they'd found what seemed
0:16:35 > 0:16:39to be an ideal package - the five-day "Christmas in Torquay".
0:16:40 > 0:16:43For a total of £798,
0:16:43 > 0:16:46they would get four nights at The Norcliffe Hotel in Torquay,
0:16:46 > 0:16:48which the Diamond Holidays website boasted
0:16:48 > 0:16:50had seaside views with a private pool
0:16:50 > 0:16:53and where they would have a traditional Christmas dinner.
0:16:53 > 0:16:57We could spend the afternoon round the town, if we wanted.
0:16:57 > 0:17:03Then we'd go back and have sherry and mince pies.
0:17:04 > 0:17:06And then we'd have an evening meal.
0:17:06 > 0:17:11Evening meal and breakfast was included, plus the Christmas Day.
0:17:11 > 0:17:14A perfect mix of celebration and relaxation.
0:17:14 > 0:17:16It was just what the friends were looking for.
0:17:16 > 0:17:19But two weeks before the pair were due to leave,
0:17:19 > 0:17:21Diamond Holidays got in touch
0:17:21 > 0:17:24to say that The Norcliffe Hotel had changed hands
0:17:24 > 0:17:26and was no longer accepting tour groups.
0:17:26 > 0:17:29Instead, they would be staying in a hotel
0:17:29 > 0:17:32which they were assured was of a similar standard.
0:17:32 > 0:17:34But when Janet checked it out online,
0:17:34 > 0:17:37it didn't have quite the same facilities
0:17:37 > 0:17:39that had led them to book in the first place.
0:17:39 > 0:17:43I did look to see if it had the same facilities as the one we had
0:17:43 > 0:17:47but it didn't. It had no swimming pool or anything like that,
0:17:47 > 0:17:51but they said that we'd have the same itinerary and everything,
0:17:51 > 0:17:53so we left it to them then.
0:17:53 > 0:17:56With apparently no choice but to accept
0:17:56 > 0:17:59what the company was proposing, when the date of the trip arrived,
0:17:59 > 0:18:02Janet and Patricia boarded their coach to Torquay.
0:18:02 > 0:18:05But when they reached the alternative hotel
0:18:05 > 0:18:07that Diamond Holidays had arranged,
0:18:07 > 0:18:10I'm afraid their Christmas sparkle quickly tarnished.
0:18:10 > 0:18:12It didn't look anything like the hotel
0:18:12 > 0:18:14that we were promised in the beginning.
0:18:14 > 0:18:17It was nothing like a replacement
0:18:17 > 0:18:20and it wasn't in the same area either.
0:18:20 > 0:18:23We took one look and she said, "This is not right, is it?"
0:18:23 > 0:18:25And I said, "No, it's not right at all."
0:18:25 > 0:18:27Not only did the ladies feel
0:18:27 > 0:18:30that this hotel was looking a little worse for wear,
0:18:30 > 0:18:32they were also disappointed to discover
0:18:32 > 0:18:35it was also a much further walk from the sea,
0:18:35 > 0:18:38nor could they see any sign of the Christmas dinner
0:18:38 > 0:18:40they had been so looking forward to.
0:18:40 > 0:18:46The menu was cod and chips, vegetable bake and for pudding,
0:18:46 > 0:18:51it was cheese and biscuits and rice pudding with a dollop of jam.
0:18:51 > 0:18:54And that was what was on the menu - "a dollop of jam".
0:18:54 > 0:18:55We weren't very impressed at all.
0:18:55 > 0:18:59In fact, for a package sold as "Christmas in Torquay",
0:18:59 > 0:19:02there were very few seasonal trimmings.
0:19:02 > 0:19:05We were expecting to have carols playing,
0:19:05 > 0:19:11looking very festive and warm, comfortable seating area,
0:19:11 > 0:19:12but there was nothing like that.
0:19:12 > 0:19:16It was just... No Christmas tree, nothing.
0:19:16 > 0:19:20The final straw was that they couldn't even watch any Christmas TV
0:19:20 > 0:19:24without paying a £10 deposit to use the remote
0:19:24 > 0:19:25and, although it became clear
0:19:25 > 0:19:28that there would be some activity in the bar area,
0:19:28 > 0:19:32it was hardly what you would call typical festive entertainment.
0:19:34 > 0:19:37They said it was the Weightwatchers session that was going to be there
0:19:37 > 0:19:39in another hour's time,
0:19:39 > 0:19:44so we would have had to have sat in the bar with that going on as well.
0:19:44 > 0:19:46So, it was not a relaxing atmosphere at all.
0:19:47 > 0:19:51While the ladies knew the change in hotel had been unavoidable,
0:19:51 > 0:19:53the replacement they'd been sent to felt a far cry
0:19:53 > 0:19:56from the package that they had initially booked.
0:19:56 > 0:20:00So, deciding it simply was not where they wanted to spend Christmas,
0:20:00 > 0:20:03Janet got in touch with Diamond Holidays' head office
0:20:03 > 0:20:06to see if there was an alternative place they could stay.
0:20:07 > 0:20:10He was very sorry there was nothing he could do.
0:20:10 > 0:20:13There was no rooms available for us to change
0:20:13 > 0:20:16and we couldn't possibly go into another hotel,
0:20:16 > 0:20:18so I said, "Well, we're not staying.
0:20:18 > 0:20:21"We're going home tonight." And I left it at that.
0:20:22 > 0:20:25Just six hours after they had arrived,
0:20:25 > 0:20:27the ladies took the decision to leave the hotel
0:20:27 > 0:20:29and make their way back home.
0:20:30 > 0:20:35But that meant shelling out an extra £260 for taxis and trains
0:20:35 > 0:20:37and they were bitterly disappointed
0:20:37 > 0:20:40at how the company had handled the whole situation.
0:20:40 > 0:20:44If they'd kept to the first hotel, it would have been fine,
0:20:44 > 0:20:49but when they changed it, two weeks before we were due to go,
0:20:49 > 0:20:54to this other hotel, um, this was all wrong.
0:20:56 > 0:20:58Well, when we contacted Diamond Holidays,
0:20:58 > 0:21:02it stressed that it takes the views of customers very seriously,
0:21:02 > 0:21:04so were saddened that these particular customers
0:21:04 > 0:21:06didn't get the service they'd expected.
0:21:06 > 0:21:10However, in Janet and Patricia's case, it maintains that...
0:21:14 > 0:21:16..and that it was in the same area
0:21:16 > 0:21:19and it did offer the facilities outlined in the brochure.
0:21:19 > 0:21:22As such, this wasn't deemed a significant change
0:21:22 > 0:21:25to the holiday, so no refund was offered.
0:21:25 > 0:21:28As for John and Stephen's case, Diamond Holidays says
0:21:28 > 0:21:31that although all its trips are carefully planned,
0:21:31 > 0:21:34the route is only decided when bookings have been finalised,
0:21:34 > 0:21:37so at the time this particular trip was booked,
0:21:37 > 0:21:38that hadn't yet happened.
0:21:38 > 0:21:41It said it isn't always possible to run multiple coaches
0:21:41 > 0:21:45from different pick-up points and in such instances,
0:21:45 > 0:21:47coach routes may have to be combined,
0:21:47 > 0:21:49which can impact on journey times.
0:21:51 > 0:21:53But it told us that, having given
0:21:53 > 0:21:55further consideration to the circumstances,
0:21:55 > 0:21:58it feels a refund or alternative should have been offered
0:21:58 > 0:22:02at the time and that it's sorry that was not the case.
0:22:02 > 0:22:06It's now offered a full refund plus an additional 20% per person
0:22:06 > 0:22:09to make up for the inconvenience caused.
0:22:12 > 0:22:14And while that's very good news,
0:22:14 > 0:22:16John and Stephen feel that that should have happened
0:22:16 > 0:22:19without them needing them to get in touch with Rip-Off Britain
0:22:19 > 0:22:22and both they and Janet and Patricia remain frustrated
0:22:22 > 0:22:24at how their holidays turned out.
0:22:24 > 0:22:26This upset John a lot.
0:22:26 > 0:22:29We were very disappointed with the company,
0:22:29 > 0:22:32that they weren't prepared to help in any way.
0:22:32 > 0:22:36I think we can put it behind us but it's a hard lesson to learn,
0:22:36 > 0:22:41very hard lesson, cos it's a lot of money we've lost.
0:22:47 > 0:22:49Still to come on Rip-Off Britain,
0:22:49 > 0:22:52the big names accused of getting things seriously wrong
0:22:52 > 0:22:54for travellers with disabilities.
0:22:54 > 0:22:57I was really upset, the family were upset.
0:22:57 > 0:22:59We just didn't know what to do.
0:23:03 > 0:23:06Our travel expert, Simon Calder, has all the secrets
0:23:06 > 0:23:10to save you money on your travels, along with tips on everything,
0:23:10 > 0:23:12from how to avoid the crowds
0:23:12 > 0:23:15to the best way to steer clear of those tourist traps.
0:23:16 > 0:23:18This time, it's Croatia.
0:23:18 > 0:23:21Rugged, cultured, beautiful.
0:23:21 > 0:23:24No, not me! The fine nation of Croatia,
0:23:24 > 0:23:27which decorates the eastern coast of the Adriatic
0:23:27 > 0:23:31and extends for hundreds of miles inland.
0:23:31 > 0:23:35Over half a million British holiday-makers go to Croatia
0:23:35 > 0:23:38every year, looking for cheap and cheerful sunshine.
0:23:38 > 0:23:40However, the costs are rising.
0:23:41 > 0:23:45So, Simon recommends Croatia's second biggest city, Split,
0:23:45 > 0:23:46around halfway down the coast,
0:23:46 > 0:23:50where prices are lower than elsewhere on the Adriatic shores.
0:23:52 > 0:23:56The savings can start as soon as you touch down at Split airport.
0:23:56 > 0:23:59Ignore the expensive airport bus
0:23:59 > 0:24:03and instead step away from the terminal across the road
0:24:03 > 0:24:07and catch the fast and frequent number 37 bus.
0:24:07 > 0:24:08It costs half as much.
0:24:10 > 0:24:12Because Croatia's part of the EU,
0:24:12 > 0:24:16lots of visitors assume that they need to take euros.
0:24:16 > 0:24:18In fact, the country still has its own currency.
0:24:18 > 0:24:23The Croatian kuna is regarded by the foreign exchange business
0:24:23 > 0:24:28as an exotic currency, which spells a possible rip-off.
0:24:28 > 0:24:32If you enjoy handing rather too much money to financial institutions
0:24:32 > 0:24:35then, by all means, get your Croatian currency
0:24:35 > 0:24:37before you leave Britain.
0:24:37 > 0:24:40But if, like me, you'd rather spend the difference
0:24:40 > 0:24:43on a bowl of olives and a nice glass of wine,
0:24:43 > 0:24:45then wait till you get there.
0:24:47 > 0:24:50Simon says that island hopping along the Adriatic shore,
0:24:50 > 0:24:53known as the Dalmatian Coast, is a must.
0:24:53 > 0:24:55Every day in summer,
0:24:55 > 0:24:59big cruise ships deposit thousands of passengers
0:24:59 > 0:25:03and it makes the old town impossibly crowded.
0:25:03 > 0:25:06My advice is to take the little ferry
0:25:06 > 0:25:10that shuffles across the harbour in about 45 minutes
0:25:10 > 0:25:13to the fine little fishing port of Cavtat
0:25:13 > 0:25:15and you can spend the day there
0:25:15 > 0:25:18enjoying the relaxed, unhurried ambience.
0:25:18 > 0:25:22The further away from the coast, the better value Croatia becomes,
0:25:22 > 0:25:26so it's worth heading inland to the capital, Zagreb.
0:25:26 > 0:25:27Oh, and one other thing.
0:25:27 > 0:25:30If you happen to have the good fortune of being under 24,
0:25:30 > 0:25:35then you are not allowed to drink anything before you drive.
0:25:35 > 0:25:38The blood-alcohol limit is zero.
0:25:42 > 0:25:44You often tell us that, for various reasons,
0:25:44 > 0:25:47the accommodation you booked didn't live up to expectations.
0:25:47 > 0:25:50Maybe it didn't have the facilities you'd read about
0:25:50 > 0:25:52or it wasn't quite suitable for your needs.
0:25:52 > 0:25:55But if you or someone you're travelling with have a disability,
0:25:55 > 0:25:59not getting what you needed can have a huge impact on your holiday
0:25:59 > 0:26:01and for the family we're about to meet,
0:26:01 > 0:26:04it may even have put them off going away altogether.
0:26:04 > 0:26:08Who was your favourite character, Phoebe? Can you remember?
0:26:08 > 0:26:12Phoebe, along with the rest of her family, loves Disneyland Paris,
0:26:12 > 0:26:16so much so, they've visited the theme park five times.
0:26:16 > 0:26:18Oh, yeah.
0:26:18 > 0:26:23And in May, 2016, the family decided to take a sixth trip.
0:26:23 > 0:26:26- That was really good, even in the wet.- Yeah.
0:26:26 > 0:26:29But, as the family has grown up, so have their requirements
0:26:29 > 0:26:31when it comes to where they're going to stay.
0:26:31 > 0:26:33That's especially the case for Phoebe,
0:26:33 > 0:26:37who has cerebral palsy and uses a wheelchair to get around.
0:26:37 > 0:26:41This year was really important that we got the accommodation right.
0:26:41 > 0:26:45Phoebe was getting bigger. She's harder to handle
0:26:45 > 0:26:48and we needed to make sure we could get in the cabin with a ramp
0:26:48 > 0:26:52and we needed to make sure she had a bed that we could do cares on.
0:26:52 > 0:26:55As well as access for the wheelchair,
0:26:55 > 0:26:59Phoebe needs to have a single bed with access from all sides,
0:26:59 > 0:27:01so she can be lifted and cared for properly.
0:27:01 > 0:27:05So, keen to have everything confirmed before they left,
0:27:05 > 0:27:07Amanda asked the travel agent they were using
0:27:07 > 0:27:10to check that this type of bed would be available.
0:27:10 > 0:27:13I requested what facilities were there
0:27:13 > 0:27:18and was told that we had four beds, two shower rooms
0:27:18 > 0:27:22a roll-in shower and then a ramp to go in, which was fantastic.
0:27:24 > 0:27:26A few days before they were due to travel,
0:27:26 > 0:27:30with everyone's excitement mounting, they went onto the Disney website
0:27:30 > 0:27:32to look for photos of the cabin they'd booked.
0:27:34 > 0:27:37But Amanda couldn't find details of the disabled accommodation.
0:27:37 > 0:27:40All she could see was the standard cabins,
0:27:40 > 0:27:42so she rang the resort direct to double-check
0:27:42 > 0:27:45that what she thought she was getting was definitely available.
0:27:48 > 0:27:51It then became apparent that it wasn't what we wanted.
0:27:51 > 0:27:55It was a bunk bed and a double bed. My whole world caved in.
0:27:55 > 0:27:57SQUEALING
0:27:57 > 0:28:01Though the room did have enough beds for everyone to sleep in,
0:28:01 > 0:28:04there wasn't the all-important single bed for Phoebe
0:28:04 > 0:28:07and, without it, Amanda feared they wouldn't be able to lift
0:28:07 > 0:28:10and properly care for her during their stay.
0:28:10 > 0:28:13- Good girl.- Good girl.
0:28:13 > 0:28:16I was really upset, the family were upset.
0:28:16 > 0:28:17We just didn't know what to do.
0:28:17 > 0:28:20Good girl.
0:28:20 > 0:28:22Ah!
0:28:22 > 0:28:26The Disney rep confirmed that, though the travel agent had booked
0:28:26 > 0:28:30a disabled room, there weren't any images of the property online
0:28:30 > 0:28:31which, as far as Amanda was concerned,
0:28:31 > 0:28:34meant that neither she nor the agent had much chance
0:28:34 > 0:28:36of accurately working out
0:28:36 > 0:28:39if the accommodation was right for their particular needs.
0:28:40 > 0:28:43Good girl, Honey.
0:28:43 > 0:28:47Amanda and Sean felt they couldn't let the children down
0:28:47 > 0:28:49and went ahead with the trip.
0:28:49 > 0:28:51But, as Amanda had feared,
0:28:51 > 0:28:54the only bed that was remotely suitable for Phoebe
0:28:54 > 0:28:56was a pull-out bed in the living room
0:28:56 > 0:28:59and with it being so low down and against a wall,
0:28:59 > 0:29:02lifting and caring for Phoebe was a real struggle.
0:29:04 > 0:29:06It was really frustrating
0:29:06 > 0:29:09that we were having to do all these extra lifts
0:29:09 > 0:29:11that we were hoping to avoid.
0:29:11 > 0:29:14We were really, really upset and I went to reception
0:29:14 > 0:29:17and I was upset and did have a few tears.
0:29:18 > 0:29:24Although Disney has since refunded Amanda £600 of her £2,000 trip,
0:29:24 > 0:29:27it's not the money she's worried about.
0:29:27 > 0:29:28My main concern with Disney
0:29:28 > 0:29:31is the lack of information on their website,
0:29:31 > 0:29:34so when you're browsing as a customer with disabilities,
0:29:34 > 0:29:37there's absolutely no information on there at all,
0:29:37 > 0:29:38telling you what you will be getting.
0:29:40 > 0:29:44Well, when we checked the Disneyland Paris website, as Amanda says,
0:29:44 > 0:29:47there were plenty of photos of the standard accommodation
0:29:47 > 0:29:51but no pictures, just a description, of the disabled rooms,
0:29:51 > 0:29:53which Amanda thinks isn't good enough.
0:29:53 > 0:29:55When we put that to Disney,
0:29:55 > 0:29:58it said it regrets any distress the family experienced,
0:29:58 > 0:30:02telling us it offered the refund of £600 as a gesture of goodwill
0:30:02 > 0:30:05after what it calls a "miscommunication"
0:30:05 > 0:30:07between Amanda and the travel agent.
0:30:07 > 0:30:09It went on to list all sorts of ways
0:30:09 > 0:30:12the park caters for disabled visitors.
0:30:12 > 0:30:15But on the accommodation front, it says it always recommends guests
0:30:15 > 0:30:20who want to discuss individual needs call its dedicated team in advance.
0:30:22 > 0:30:25But Amanda worries that, if things can go wrong
0:30:25 > 0:30:26with a big name like Disney,
0:30:26 > 0:30:29disabled guests are likely to run into problems
0:30:29 > 0:30:31with many other holiday companies too.
0:30:31 > 0:30:36The industry totally needs to be overhauled and really looked at.
0:30:36 > 0:30:38It needs to be detailed information,
0:30:38 > 0:30:41not just, "We offer disabled accommodation".
0:30:41 > 0:30:43We need so much more than that.
0:30:43 > 0:30:47And that's an opinion we know a lot of you share.
0:30:47 > 0:30:50Many of you have e-mailed us over the last 12 months
0:30:50 > 0:30:52to say you've found it very difficult
0:30:52 > 0:30:54to get accurate or useful information
0:30:54 > 0:30:57about a resort's facilities for disabled people
0:30:57 > 0:30:59before you travelled.
0:30:59 > 0:31:02Like Karen and Brian Smart from Manchester.
0:31:03 > 0:31:05In 2012, Karen had a stroke.
0:31:05 > 0:31:08She's since had to learn to walk and talk again
0:31:08 > 0:31:11and needs a wheelchair to get about.
0:31:11 > 0:31:12There's no two ways about it,
0:31:12 > 0:31:15we've had to tough since Karen had her stroke.
0:31:15 > 0:31:19I was fine before, nothing wrong with me,
0:31:19 > 0:31:24and then I just had a stroke when I was in my sleep.
0:31:24 > 0:31:26It wasn't until early 2015
0:31:26 > 0:31:29that Karen felt well enough to go on holiday.
0:31:29 > 0:31:32The couple booked one for August that year
0:31:32 > 0:31:34through their local high street branch of Thomson.
0:31:34 > 0:31:38They felt they made it clear that Karen had disabilities
0:31:38 > 0:31:40and were reassured by the sales staff.
0:31:40 > 0:31:44When I asked her about accessibility needs, she said,
0:31:44 > 0:31:47"I can tell you it's a little bit hilly on Greece,
0:31:47 > 0:31:49"but everybody recognises the need
0:31:49 > 0:31:51"for accessibility requirements these days,
0:31:51 > 0:31:54"and so there'll be lifts and ramps."
0:31:54 > 0:31:58But that wasn't the experience that Karen and Brian say they had.
0:31:58 > 0:32:02Photo number one shows the picture of the toilet.
0:32:02 > 0:32:05There's no grab rails in the bathroom at all.
0:32:05 > 0:32:09Number seven shows something like an eight-inch high kerb,
0:32:09 > 0:32:13which is the only possible way to get to the restaurant,
0:32:13 > 0:32:15impossible to get a wheelchair over.
0:32:15 > 0:32:18And number nine shows the stairway,
0:32:18 > 0:32:21the only means of access to the apartment
0:32:21 > 0:32:25that we were originally assigned and which we couldn't accept.
0:32:25 > 0:32:28Now, as this was the couple's first holiday
0:32:28 > 0:32:30since Karen became a wheelchair user,
0:32:30 > 0:32:33they accept that their lack of experience
0:32:33 > 0:32:35meant everything was a struggle.
0:32:35 > 0:32:38Even so, they firmly believe Thomson should have been more aware
0:32:38 > 0:32:41of a disabled traveller's needs.
0:32:41 > 0:32:46It just was not suitable and I feel that Thomson failed
0:32:46 > 0:32:53in recognising the disability needs for somebody at that resort.
0:32:55 > 0:32:58When we spoke to Thomson about Karen and Brian's experience,
0:32:58 > 0:33:01it said it was disappointed to hear that they were unhappy
0:33:01 > 0:33:03with their holiday experience.
0:33:03 > 0:33:05It said it had reviewed the booking
0:33:05 > 0:33:07and that its staff feel they clearly explained
0:33:07 > 0:33:11that not all their requirements could be guaranteed.
0:33:11 > 0:33:14But it did add that it would take their feedback on board
0:33:14 > 0:33:17to review its processes, as appropriate.
0:33:22 > 0:33:24But the couple say the whole experience
0:33:24 > 0:33:26has put them off attempting another trip.
0:33:26 > 0:33:29Well, we wanted to help restore their confidence in travelling,
0:33:29 > 0:33:33so we asked former wheelchair rugby Paralympian Steve Brown,
0:33:33 > 0:33:36who's an avid traveller himself, to call in to help.
0:33:36 > 0:33:39I've had some terrible experiences travelling.
0:33:39 > 0:33:41I can't pretend I haven't.
0:33:41 > 0:33:45Despite setbacks, Steve goes abroad at least four times a year
0:33:45 > 0:33:47and a key part of his preparation
0:33:47 > 0:33:51is to listen to fellow disabled friends' holiday recommendations.
0:33:52 > 0:33:55What I do now is I spend an awful lot more time
0:33:55 > 0:33:58speaking to other people that have been in the same situation
0:33:58 > 0:34:01and hearing that from the horse's mouth,
0:34:01 > 0:34:06rather than the travel agent's, has got so much more weight for me.
0:34:06 > 0:34:10If somebody else with my disability, in a wheelchair, says that,
0:34:10 > 0:34:13- then I'm going to go with it. - That is a very valid point.
0:34:13 > 0:34:16- Yeah, make it a bit better, wouldn't it?- Mm.
0:34:16 > 0:34:18But if your friends can't help,
0:34:18 > 0:34:22there are other ways of finding out about disabled-friendly resorts.
0:34:22 > 0:34:25Another point is that, on the internet,
0:34:25 > 0:34:27there's hundreds of websites
0:34:27 > 0:34:29designed purely with disability in mind
0:34:29 > 0:34:32and travel with different disabilities.
0:34:32 > 0:34:35And that is something that I use an awful lot.
0:34:35 > 0:34:38Steve says it's not just the hotel that needs checking up on.
0:34:38 > 0:34:42He calls ahead to make sure of every single stage of the holiday.
0:34:44 > 0:34:47The travel is no less important than the accommodation.
0:34:47 > 0:34:52Making sure that things like taxis, meet and greet and, of course,
0:34:52 > 0:34:57the airports are all accessible and as easy as possible for you.
0:34:57 > 0:35:00Steve hopes his advice will go at least some way
0:35:00 > 0:35:03towards encouraging Karen and Brian to go away again.
0:35:03 > 0:35:09What it has made me think about is to not do the package holiday
0:35:09 > 0:35:13but to organise flights ourselves,
0:35:13 > 0:35:18to organise, um, accommodation and to do it all ourselves.
0:35:18 > 0:35:21Steve believes the extra effort and calls
0:35:21 > 0:35:24that he typically puts into planning a trip is worth it
0:35:24 > 0:35:26and, indeed, it's the best way to be confident
0:35:26 > 0:35:29you'll get the facilities you need.
0:35:29 > 0:35:31Happy holiday hunting, Karen!
0:35:31 > 0:35:34'It really upsets me and I suppose it frustrates me, really,'
0:35:34 > 0:35:37that people, good people like Brian and Karen,
0:35:37 > 0:35:40don't have good holiday experiences,
0:35:40 > 0:35:42holiday experiences that they deserve,
0:35:42 > 0:35:44despite having their disabilities,
0:35:44 > 0:35:47and I just hope that they try again and give it another go.
0:35:47 > 0:35:50And, though not entirely convinced,
0:35:50 > 0:35:53Karen and Brian are definitely coming round to the idea.
0:35:53 > 0:35:56It was very useful meeting Steve today
0:35:56 > 0:35:59because he's given us a whole different way
0:35:59 > 0:36:01of looking at travelling abroad.
0:36:01 > 0:36:03I've always just thought, you know,
0:36:03 > 0:36:07you speak to the travel agent and the travel agent sorts it.
0:36:07 > 0:36:10But, having heard Steve's experiences,
0:36:10 > 0:36:16it makes sense for us, specifically, to do it ourselves.
0:36:26 > 0:36:30For us, the best part of our annual Rip-Off Britain pop-up shop
0:36:30 > 0:36:33is that we get to meet so many of you in person.
0:36:33 > 0:36:37- Just recognised you.- Did you?- Yeah, I said, "She's off the telly."
0:36:37 > 0:36:40And we hope the best part, for you, is having the chance
0:36:40 > 0:36:43to get on-the-spot advice from our top experts.
0:36:43 > 0:36:46You can say, "Oi, that's not what I booked."
0:36:46 > 0:36:49One of the most common holiday complaints you tell us about
0:36:49 > 0:36:52is flight delays. They can ruin any holiday,
0:36:52 > 0:36:55so it's understandable that you might want compensation
0:36:55 > 0:36:58to make up for the time spent waiting around at airports
0:36:58 > 0:37:00instead of lounging on a beach.
0:37:00 > 0:37:02Well, John Evans certainly does.
0:37:02 > 0:37:05He spent a whole day waiting for his flight home
0:37:05 > 0:37:08and, as he told Simon Calder, he wants a refund.
0:37:08 > 0:37:11I was in Australia having a holiday and I wasn't feeling very well,
0:37:11 > 0:37:13so I decided to come back early,
0:37:13 > 0:37:17so I paid an additional 865 Australian,
0:37:17 > 0:37:21about £440 at the time, to catch an earlier flight.
0:37:21 > 0:37:23Everything was fine until John went
0:37:23 > 0:37:26to catch his connection in Kuala Lumpur.
0:37:26 > 0:37:29There was no flight there at 10 o'clock, no plane,
0:37:29 > 0:37:31and we didn't get on till about midnight and then we sat there
0:37:31 > 0:37:34for at least three hours till we took off
0:37:34 > 0:37:35without a drink or anything.
0:37:35 > 0:37:37In the end, I was 17 hours late
0:37:37 > 0:37:41and I didn't pay 865 to get home 17 hours late.
0:37:42 > 0:37:45If John had been flying within Europe,
0:37:45 > 0:37:47he'd be entitled to compensation for any flight
0:37:47 > 0:37:51delayed for more than three hours, provided the airline was at fault.
0:37:51 > 0:37:54But, as he was outside Europe, those rules don't apply.
0:37:54 > 0:37:58Even so, Simon says there are other options John could try.
0:37:59 > 0:38:01There are some rules.
0:38:01 > 0:38:04The airline itself - and I've had a look at it - terms and conditions.
0:38:04 > 0:38:08They say, "If you're late, we will pay you compensation
0:38:08 > 0:38:12"in accordance with our denied boarding compensation policy."
0:38:12 > 0:38:14The trouble is I can't find anywhere
0:38:14 > 0:38:17what that denied boarding compensation policy is,
0:38:17 > 0:38:19so it might be something they keep to themselves.
0:38:19 > 0:38:22So, the next thing you need to do, I'm afraid,
0:38:22 > 0:38:27is pursue them under the Montreal Convention, 1999, which covers,
0:38:27 > 0:38:31effectively, any international air journey anywhere in the world.
0:38:31 > 0:38:34And that stipulates, in the case of a delay,
0:38:34 > 0:38:37you are entitled to compensation
0:38:37 > 0:38:40but only if you can prove that there was damage,
0:38:40 > 0:38:44that you incurred some financial cost as a result
0:38:44 > 0:38:48of the airline's inability to get you where you needed to be.
0:38:48 > 0:38:52An alternative solution would be rather closer to home.
0:38:52 > 0:38:54In your specific case,
0:38:54 > 0:38:59I think there's something else that you could wish for which is,
0:38:59 > 0:39:01if you were going through the small claims court,
0:39:01 > 0:39:04Money Claim Online, and you said, "Here's the circumstances.
0:39:04 > 0:39:07"I think it's wrong that I should have paid this extra money
0:39:07 > 0:39:09"and I want to get it back", you might well find
0:39:09 > 0:39:12that there's a sympathetic judge who says,
0:39:12 > 0:39:14"Yes, even though this is beyond the scope
0:39:14 > 0:39:16"of European passenger rights rules,
0:39:16 > 0:39:18"I think John is entitled to that back."
0:39:18 > 0:39:22Making a claim through the small claims court does incur a fee
0:39:22 > 0:39:24but that can be as little as £25
0:39:24 > 0:39:27and there's nothing quite like a letter
0:39:27 > 0:39:29from a solicitor to get things moving.
0:39:29 > 0:39:33But Simon thinks there could be a simpler way to resolve this.
0:39:33 > 0:39:37- Just a quick question. Did you book through a travel agent?- Yes.
0:39:37 > 0:39:41- OK, have you told them about what happened?- Actually, no.
0:39:41 > 0:39:44Well, can I suggest that you do? Here's why.
0:39:44 > 0:39:47If it's a good, reputable travel agent...
0:39:47 > 0:39:49- Is it one you've used before? - Oh, definitely.
0:39:49 > 0:39:53Good travel agents, which have relationships with airlines,
0:39:53 > 0:39:56will probably, I hope, take your side and say,
0:39:56 > 0:39:59"We're going to call the airline on your behalf."
0:39:59 > 0:40:03And they'll phone up and say, "We've got this customer, loyal man,
0:40:03 > 0:40:05"been with us for years.
0:40:05 > 0:40:07"You messed him around, you charged a change fee.
0:40:07 > 0:40:09"Do you mind refunding him?"
0:40:09 > 0:40:11Now, I can't guarantee that's going to work,
0:40:11 > 0:40:14but a good agent will always be fighting your corner,
0:40:14 > 0:40:17- so try your agent first and let us know what happens.- I will do.
0:40:17 > 0:40:20- Thank you for your help.- OK, nice to see.- Thanks for taking the time.
0:40:20 > 0:40:23Meanwhile, another complaint we hear all the time
0:40:23 > 0:40:27is about the hugely inflated prices that families are charged
0:40:27 > 0:40:29to travel during the school holidays.
0:40:29 > 0:40:32A lot of you feel really cheesed off about that one.
0:40:32 > 0:40:35Holiday companies do take advantage of school holidays
0:40:35 > 0:40:38- and they do hike the prices up. - But what business are you in?
0:40:38 > 0:40:43- I'm in the brewery business.- Ah, OK, so you will be used to the idea
0:40:43 > 0:40:46that actually you make lots of your money over Christmas,
0:40:46 > 0:40:48so it's the same with the holiday companies.
0:40:48 > 0:40:51They make all their money during the school holidays.
0:40:51 > 0:40:53Most of the year, they're losing a fortune.
0:40:53 > 0:40:55But our beer prices don't change according to the season.
0:40:55 > 0:40:58Right, but you sell a lot more of it at Christmas.
0:40:58 > 0:41:00Consumer, absolutely, will drink more.
0:41:00 > 0:41:03Ah, OK, but that's because it's different.
0:41:03 > 0:41:07The supply of holidays is fixed
0:41:07 > 0:41:11because there's only a certain number of planes,
0:41:11 > 0:41:13there's only a certain number of hotel rooms
0:41:13 > 0:41:16so, therefore, you can make extra beer for Christmas
0:41:16 > 0:41:18and you can keep selling it at the same price.
0:41:18 > 0:41:22The holiday companies can't suddenly quadruple the number of holidays.
0:41:22 > 0:41:26Everything is sort of finite, so, therefore, they put the prices up.
0:41:26 > 0:41:30- It's the way that the market works. - That's your opinion.
0:41:31 > 0:41:33It's not my opinion, it's a true fact!
0:41:33 > 0:41:37Mm, looks like they're going to have to agree to disagree on that one.
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0:42:15 > 0:42:18I have to say, you can't help feeling sorry
0:42:18 > 0:42:20for the people we've heard from today
0:42:20 > 0:42:23and you can really understand why they were left feeling aggrieved,
0:42:23 > 0:42:26not least because as far as they're concerned,
0:42:26 > 0:42:29all the problems they faced could, perhaps, have been resolved
0:42:29 > 0:42:32or at least raised before they'd got to their destination.
0:42:32 > 0:42:34Because, of course, once they'd got there, in some cases,
0:42:34 > 0:42:37it was way too late to do much about it.
0:42:37 > 0:42:40So, our heartfelt thanks to everyone who shared their story with us today
0:42:40 > 0:42:43because, I think we've all learnt so much from them.
0:42:43 > 0:42:45Holidays are such an important time.
0:42:45 > 0:42:47We spend months looking forward to them
0:42:47 > 0:42:50and it really is a crushing disappointment
0:42:50 > 0:42:52when they don't live up to expectations
0:42:52 > 0:42:56or, indeed, when they don't deliver what you thought you had paid for.
0:42:56 > 0:42:59And I think holiday companies sometimes lose sight of that
0:42:59 > 0:43:02when they're dealing with their customers' complaints.
0:43:02 > 0:43:05I mean, loss of enjoyment is hard to quantify,
0:43:05 > 0:43:06but it probably puts you right off
0:43:06 > 0:43:09rebooking with the same people again,
0:43:09 > 0:43:11so you'd think it was in everyone's interest
0:43:11 > 0:43:13to get things properly resolved.
0:43:13 > 0:43:15Well, that's all from us for today
0:43:15 > 0:43:18but we'll be looking into more of your stories very soon.
0:43:18 > 0:43:21- Until then, from the three of us, goodbye.- Bye-bye.- Bye-bye.