0:00:02 > 0:00:03We asked you, who has left you feeling ripped off
0:00:03 > 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 > 0:00:11A holiday is supposed to be a time of relaxing,
0:00:11 > 0:00:12not a time of more stress,
0:00:12 > 0:00:14and certainly not a time of stress whilst you're away.
0:00:14 > 0:00:17It's just annoying that you think, "What next?
0:00:17 > 0:00:20"What are they going to put a charge on next?"
0:00:20 > 0:00:23So, whether it is a deliberate rip-off, a simple mistake,
0:00:23 > 0:00:25or 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 > 0:00:31Your stories, your money.
0:00:31 > 0:00:33This is Rip-Off Britain.
0:00:35 > 0:00:38Hello and welcome to another episode of Rip-Off Britain
0:00:38 > 0:00:40from the island of Tenerife,
0:00:40 > 0:00:43where we're investigating what's gone wrong with your holidays.
0:00:43 > 0:00:45Well, like millions of people every year,
0:00:45 > 0:00:47we, of course, flew to get here,
0:00:47 > 0:00:49but we know from all your e-mails and letters
0:00:49 > 0:00:53that it isn't always plain sailing when you take to the skies.
0:00:53 > 0:00:54Anything but, in fact.
0:00:54 > 0:00:57Today, we're going to be hearing some really very good reasons
0:00:57 > 0:01:00why even the most seasoned travellers amongst us
0:01:00 > 0:01:03can, from time to time, get into a bit of a flap about flying.
0:01:03 > 0:01:05And, of course, that means we're going to have
0:01:05 > 0:01:08everything you need to know to make sure that the same problems
0:01:08 > 0:01:09aren't going to happen to you.
0:01:09 > 0:01:13So, whether you've fallen foul of an airline's particular policies,
0:01:13 > 0:01:17or perhaps you just hate the idea of being 35,000 feet up in the air,
0:01:17 > 0:01:19we'll have some useful advice for you,
0:01:19 > 0:01:21so the next time you're on a flight,
0:01:21 > 0:01:25your mood and your temper can at least stay firmly grounded.
0:01:27 > 0:01:31Coming up, vital travel documents you may never have known you needed.
0:01:31 > 0:01:34But if you don't have them, you won't be going anywhere.
0:01:35 > 0:01:38The lady behind the reception desk just said,
0:01:38 > 0:01:40"You're not going to be allowed to travel,"
0:01:40 > 0:01:41and my whole world fell apart.
0:01:42 > 0:01:46And a last-ditch attempt to cure a long held fear of flying,
0:01:46 > 0:01:47but does it really work?
0:01:48 > 0:01:51I just need to get on to the plane now,
0:01:51 > 0:01:54cos we've now been talking about it since this morning.
0:01:54 > 0:01:56I just need to go and do it now.
0:02:00 > 0:02:02For the moment at least, travelling within the EU
0:02:02 > 0:02:04remains quite straightforward,
0:02:04 > 0:02:06and your passport will usually be enough
0:02:06 > 0:02:09to get you through the borders of all 28 countries.
0:02:09 > 0:02:12But the more miles you venture away from the UK,
0:02:12 > 0:02:14the more paperwork you're likely to need,
0:02:14 > 0:02:16and checking what visa you're likely to require
0:02:16 > 0:02:20is an essential part of planning any long-haul trip.
0:02:20 > 0:02:23Even so, having the right piece of paper may only be a part
0:02:23 > 0:02:27of what's required, as the people we're about to meet found out.
0:02:27 > 0:02:30Not being up to date with the rules and regulations
0:02:30 > 0:02:34left them in a race against time to avoid missing a holiday completely.
0:02:37 > 0:02:41Florida has long been one of the go-to destinations for Brits,
0:02:41 > 0:02:44with the UK consistently one of the three countries
0:02:44 > 0:02:48sending most holiday-makers to the Sunshine State every year.
0:02:48 > 0:02:51And Vic Ryan and his family couldn't wait for their trip there
0:02:51 > 0:02:53to finally come around.
0:02:54 > 0:02:56We'd been working really, really hard at work,
0:02:56 > 0:02:58and we were just looking for some downtime.
0:02:58 > 0:03:01We were booking all the tickets for Disney,
0:03:01 > 0:03:03we had a little countdown on our phone,
0:03:03 > 0:03:06and it was just getting away from uni and work and everything.
0:03:08 > 0:03:11Vic had booked and paid Thomson Holidays almost £4,000
0:03:11 > 0:03:15for the holiday over seven months before the family was due to depart,
0:03:15 > 0:03:18and, keen to make sure that all he had to do
0:03:18 > 0:03:20was to look forward to the trip itself,
0:03:20 > 0:03:24he'd also ensured that all the necessary paperwork was in order,
0:03:24 > 0:03:26checking the passports were up-to-date,
0:03:26 > 0:03:28and that he'd got the obligatory ESTA approval
0:03:28 > 0:03:30that you need to enter the US.
0:03:33 > 0:03:34I'm not one of these sort of people
0:03:34 > 0:03:36that leaves things to the last minute.
0:03:36 > 0:03:38I want to make sure that I've got everything in place
0:03:38 > 0:03:42so that it's ready, and I can just then relax
0:03:42 > 0:03:43and think about the holiday.
0:03:45 > 0:03:48So, weeks later, with everything seemingly in place,
0:03:48 > 0:03:50the family set off for the airport to check in.
0:03:50 > 0:03:53But despite all those months of planning,
0:03:53 > 0:03:56there was an unwelcome surprise when they arrived at the desk.
0:03:58 > 0:04:00Finally our turn to get to the check-in,
0:04:00 > 0:04:04and walked up to the desk, had all four passports in our hand,
0:04:04 > 0:04:06with the booking form,
0:04:06 > 0:04:10and the lady behind the reception desk took one look at my passport
0:04:10 > 0:04:13and she said, "You're not going to be allowed to travel,"
0:04:13 > 0:04:15and my whole world fell apart.
0:04:16 > 0:04:18It seemed that Vic had fallen foul of a new rule
0:04:18 > 0:04:20that he hadn't even been aware of.
0:04:20 > 0:04:22Although his passport was still in date,
0:04:22 > 0:04:26with plenty of months to run, it was missing one vital feature.
0:04:26 > 0:04:29It did not contain a biometric chip and, without one,
0:04:29 > 0:04:32it could no longer get him into America.
0:04:33 > 0:04:36I thought it was a joke, I really did.
0:04:36 > 0:04:39You know, I started laughing - I said, "You cannot be serious."
0:04:41 > 0:04:43But I'm afraid this was no laughing matter.
0:04:43 > 0:04:47Four weeks earlier, on the 1st of April 2016,
0:04:47 > 0:04:50the US Department of Homeland Security had brought into force
0:04:50 > 0:04:53a new rule stating that only passports
0:04:53 > 0:04:57containing one of these biometric chips would be accepted,
0:04:57 > 0:04:59because they're considered harder to forge
0:04:59 > 0:05:02and a much more secure way of monitoring
0:05:02 > 0:05:04who is entering and leaving the country.
0:05:04 > 0:05:06But having known nothing of that,
0:05:06 > 0:05:09Vic was now faced with a very difficult choice.
0:05:12 > 0:05:14I was just an utter wreck,
0:05:14 > 0:05:17I had so many things going through my mind about, you know,
0:05:17 > 0:05:18"What are we going to do?"
0:05:18 > 0:05:20You know, "Are they going to go?
0:05:20 > 0:05:23"Am I going to have to sort things out my end?
0:05:23 > 0:05:26"Do they go without me? Do we all stay at home?"
0:05:26 > 0:05:29I was like, "Dad has to go. Like, he has to."
0:05:29 > 0:05:31And I just didn't believe that it was happening
0:05:31 > 0:05:33and I just, like, started crying.
0:05:35 > 0:05:38Vic decided he had no other option but to wave his family goodbye
0:05:38 > 0:05:40and try and join them later on the holiday
0:05:40 > 0:05:42IF he could sort out a new passport.
0:05:44 > 0:05:47Just to see my wife and my daughter in tears was...
0:05:49 > 0:05:50..really upsetting.
0:05:52 > 0:05:55Determined to salvage at least some of his holiday,
0:05:55 > 0:05:59as soon as it was open, Vic drove to the Passport Office in London,
0:05:59 > 0:06:01where, after securing an emergency appointment,
0:06:01 > 0:06:05he was able to get a brand-new biometric passport.
0:06:07 > 0:06:10But by the time he'd done so and sorted out a new flight,
0:06:10 > 0:06:14it ended up costing him not just an extra £500,
0:06:14 > 0:06:16but also the first four days of his holiday.
0:06:17 > 0:06:19I tried to make the most of it,
0:06:19 > 0:06:23but it was always on the back of my mind just what had happened,
0:06:23 > 0:06:24and no matter how much I tried,
0:06:24 > 0:06:26it was always going to be a ruined holiday
0:06:26 > 0:06:27and it's always going to be remembered
0:06:27 > 0:06:29for all the wrong reasons.
0:06:29 > 0:06:33Once back in the UK, when the whole experience had sunk in,
0:06:33 > 0:06:37Vic felt that such a change to the rules affecting entry to the US
0:06:37 > 0:06:39should have been brought to his attention
0:06:39 > 0:06:42by the company that he'd booked with, Thomson.
0:06:42 > 0:06:44And, after all, it does post alerts and updates
0:06:44 > 0:06:45about things such as Zika.
0:06:48 > 0:06:50Thomson's, to my mind, have been culpable,
0:06:50 > 0:06:53because they've not put any press releases on their website,
0:06:53 > 0:06:57they've not e-mailed me about it, I've had no notifications from them
0:06:57 > 0:07:00to notify me of any changes in the passport control.
0:07:00 > 0:07:04All I kept getting back was, "It's the traveller's responsibility
0:07:04 > 0:07:06"to check all of their documentation is in place,"
0:07:06 > 0:07:08and I'd done that already.
0:07:09 > 0:07:13Well, Thomson reiterated that advice when we got in touch,
0:07:13 > 0:07:15adding that, in line with the official entry guidelines
0:07:15 > 0:07:17set out by the American government,
0:07:17 > 0:07:20it does ask during and after the booking process
0:07:20 > 0:07:24that all customers read about and obtain relevant documentation
0:07:24 > 0:07:27directly from the country to which they're travelling.
0:07:28 > 0:07:30It also said that once it became aware
0:07:30 > 0:07:33that some passengers may be affected by the new rules,
0:07:33 > 0:07:36it did add a mention of the change to its website.
0:07:39 > 0:07:42In any case, travel expert Simon Calder
0:07:42 > 0:07:45completely agrees with the company's position on this one.
0:07:46 > 0:07:48There's a very straightforward answer
0:07:48 > 0:07:52to where the responsibility lies for having the right travel documents,
0:07:52 > 0:07:55and that is with you, the passenger.
0:07:55 > 0:07:57It's not the airline's responsibility,
0:07:57 > 0:07:59it's not the travel agent's responsibility.
0:08:01 > 0:08:04Now, all passports currently in use should be biometric,
0:08:04 > 0:08:07and poor Vic was amongst the final group of people
0:08:07 > 0:08:10to still have an old-style one that wasn't.
0:08:11 > 0:08:14But although that particular problem won't happen to you,
0:08:14 > 0:08:17there might still be other new rules or essential paperwork
0:08:17 > 0:08:20that could scupper your trip in the same way.
0:08:21 > 0:08:25Cindy Schwartz wrote to us about one that caused her a problem
0:08:25 > 0:08:27after planning a trip to South Africa.
0:08:28 > 0:08:31Like Vic, Cindy thought that she had all the paperwork that she needed
0:08:31 > 0:08:33to visit her parents, who were looking forward
0:08:33 > 0:08:37to seeing their granddaughters, Holly and Hope.
0:08:37 > 0:08:39I was eager for my family to meet Hope.
0:08:39 > 0:08:42Holly was beside herself because she was going to see Mia,
0:08:42 > 0:08:47who is her cousin, and I hadn't seen my sisters in three years.
0:08:51 > 0:08:53Cindy had booked her flight with Emirates,
0:08:53 > 0:08:55and she checked on the airline's website
0:08:55 > 0:08:59to see which documents she might need for the children to travel.
0:08:59 > 0:09:01There was one change from previous trips,
0:09:01 > 0:09:04but nothing that wasn't easily sorted.
0:09:05 > 0:09:09They did specify, Emirates, when I booked,
0:09:09 > 0:09:11that you needed an unabridged birth certificate,
0:09:11 > 0:09:14which I didn't need three years earlier.
0:09:15 > 0:09:18The departure date arrived, and Cindy's partner, Rob,
0:09:18 > 0:09:20who wasn't coming on the trip,
0:09:20 > 0:09:22drove the rest of the family to the airport.
0:09:22 > 0:09:25But, as in Vic's case, check-in just didn't go to plan.
0:09:25 > 0:09:29The check-in person disappeared, came back with a supervisor,
0:09:29 > 0:09:33who asked for a document I had never heard of.
0:09:35 > 0:09:39Turned out to be a PCA, which is a Parental Consent Affidavit,
0:09:39 > 0:09:43and they said, "Because their father's not flying with you,
0:09:43 > 0:09:46"you can't fly alone without the PCA,"
0:09:46 > 0:09:48and that's where the nightmare started.
0:09:50 > 0:09:54Cindy was told that, in June 2015, the South African government
0:09:54 > 0:09:57had introduced the Parental Consent Affidavit
0:09:57 > 0:09:59to combat child trafficking.
0:09:59 > 0:10:02It requires children travelling with only one parent
0:10:02 > 0:10:06to have written consent from the other in order for them to fly.
0:10:08 > 0:10:09But, at the time she'd booked,
0:10:09 > 0:10:12Cindy hadn't seen anything on the Emirates website
0:10:12 > 0:10:16suggesting a need for the affidavit, and by now it was too late.
0:10:18 > 0:10:20I said, "We didn't see anything on the website."
0:10:20 > 0:10:25They then replied and said, "It was your responsibility to check,
0:10:25 > 0:10:28"you should have checked before you flew, it's not our responsibility."
0:10:28 > 0:10:30I said, "Well, you've told us about the..."
0:10:30 > 0:10:33- Unabridged birth certificate. - "..unabridged birth certificate,
0:10:33 > 0:10:37"but you haven't told us about this new requirement for an affidavit."
0:10:37 > 0:10:39A-boo!
0:10:40 > 0:10:43And it made no difference that the children's father, Rob,
0:10:43 > 0:10:47was standing right next to them, saying it was OK for them to fly.
0:10:47 > 0:10:49The family was told that an official form
0:10:49 > 0:10:51needed to be countersigned by a solicitor.
0:10:53 > 0:10:56We needed to make a decision quite quick,
0:10:56 > 0:11:00so we started phoning around police stations and solicitors' offices.
0:11:01 > 0:11:05Cindy and Rob eventually found a solicitor to sign the form,
0:11:05 > 0:11:08and Cindy just about made the next flight seven hours later,
0:11:08 > 0:11:12having had to fork out another £600.
0:11:12 > 0:11:15Well, later she complained to Emirates about what happened,
0:11:15 > 0:11:16claiming that, at the time,
0:11:16 > 0:11:19the information about the need for this paperwork
0:11:19 > 0:11:21just wasn't made clear on the website.
0:11:21 > 0:11:23But, in an echo of Vic's situation,
0:11:23 > 0:11:28she too was told that finding out what travel documentation you need
0:11:28 > 0:11:29is solely down to the passenger
0:11:29 > 0:11:32and not the airline, or your tour operator.
0:11:37 > 0:11:39And, of course, when we got in touch with Emirates,
0:11:39 > 0:11:43the airline reiterated all of that once again, stressing it's the...
0:11:47 > 0:11:50..and that they're up-to-date according to the legal requirements
0:11:50 > 0:11:52of the country they're travelling to.
0:11:52 > 0:11:54The airline also pointed out that its website
0:11:54 > 0:11:58has easy-to-find information about visas for destinations,
0:11:58 > 0:12:02covered by its network, including South Africa.
0:12:02 > 0:12:05And, as part of that, it does feature the requirement
0:12:05 > 0:12:08for a Parental Consent Affidavit for children and young adults
0:12:08 > 0:12:10entering or leaving the country.
0:12:15 > 0:12:18Cindy claims that information wasn't there when she booked her flights,
0:12:18 > 0:12:21but either way, in the end, whether it was or wasn't
0:12:21 > 0:12:25isn't really the point, because what both these cases underline
0:12:25 > 0:12:29is just how vital it is that you do not rely on an airline,
0:12:29 > 0:12:32a tour operator, or indeed anyone else,
0:12:32 > 0:12:34to update you on new rules that could affect
0:12:34 > 0:12:36what paperwork you need to travel.
0:12:36 > 0:12:40And Simon Calder says it's simple to make the relevant checks yourself.
0:12:43 > 0:12:47It's very easy. You can search online for FCO -
0:12:47 > 0:12:50Foreign and Commonwealth Office - and then the name of the country,
0:12:50 > 0:12:54and about the first thing that pops up will be entry requirements.
0:12:54 > 0:12:57You can then have a look and see what they need.
0:12:57 > 0:12:59It might be that they're happy
0:12:59 > 0:13:01with you paying a few dollars when you arrive.
0:13:01 > 0:13:06It might be that they demand an online, as it were, interrogation.
0:13:06 > 0:13:08You simply don't know,
0:13:08 > 0:13:10and therefore, with rules changing frequently,
0:13:10 > 0:13:14it makes sense always to check online before you go.
0:13:16 > 0:13:18And indeed, when we followed Simon's advice
0:13:18 > 0:13:20and checked the FCO site ourselves,
0:13:20 > 0:13:24it was clear you might need all sorts of unexpected paperwork
0:13:24 > 0:13:26to enter certain countries.
0:13:27 > 0:13:30For example, in 17 African nations,
0:13:30 > 0:13:34all travellers need proof of vaccination against yellow fever.
0:13:34 > 0:13:37And if you go to Uzbekistan, as well as a visa,
0:13:37 > 0:13:40you may well need a written invitation to be allowed in.
0:13:40 > 0:13:45As for coming home, many countries impose an exit or departure tax,
0:13:45 > 0:13:47and although that's normally included
0:13:47 > 0:13:49in the price of your airline tickets,
0:13:49 > 0:13:51if you go to the Dominican Republic,
0:13:51 > 0:13:54it has to be paid on departure in cash.
0:13:54 > 0:13:57The world is basically divided into two -
0:13:57 > 0:14:01there's the EU, places you can go to with a British passport,
0:14:01 > 0:14:05which is still an EU passport, of course, until the day we leave,
0:14:05 > 0:14:07and everywhere else.
0:14:07 > 0:14:09And if you're going to everywhere else,
0:14:09 > 0:14:12then, for goodness' sake, check in advance.
0:14:14 > 0:14:16Otherwise, you might very easily end up
0:14:16 > 0:14:18in the same situation as Cindy did,
0:14:18 > 0:14:22and it's one that she wouldn't wish on anyone else.
0:14:22 > 0:14:25From arriving at the airport, all the stress at the airport,
0:14:25 > 0:14:29having to re-book flights, it had been incredibly stressful.
0:14:29 > 0:14:34I think we both aged about five years just in that morning!
0:14:40 > 0:14:42Once the preserve of only the rich,
0:14:42 > 0:14:46over recent decades, air travel has become so commonplace
0:14:46 > 0:14:51that up to three billion of us take to the skies every single year.
0:14:51 > 0:14:54But, you know, it's reckoned that around a quarter of us
0:14:54 > 0:14:57are, in varying degrees, actually afraid of flying,
0:14:57 > 0:15:00making British travellers the most fearful in Europe.
0:15:00 > 0:15:03So several of the airlines run courses
0:15:03 > 0:15:05that are designed to overcome the fear of flying
0:15:05 > 0:15:07once and for all.
0:15:07 > 0:15:09And, to see if they actually work,
0:15:09 > 0:15:12we went along with a particularly nervous flyer,
0:15:12 > 0:15:14as she gave one of them a try.
0:15:20 > 0:15:24For thousands of years, humans have had a fascination with flying,
0:15:24 > 0:15:27and initially at least, our attempts to get airborne
0:15:27 > 0:15:28had very mixed results!
0:15:31 > 0:15:33Though we have now got the hang of it,
0:15:33 > 0:15:36and plane journeys have become statistically
0:15:36 > 0:15:38the absolute safest way to travel.
0:15:38 > 0:15:39For many passengers, though,
0:15:39 > 0:15:43the very thought of flying can send them into a spin.
0:15:43 > 0:15:45Natalie Pearce from Oxfordshire is one.
0:15:45 > 0:15:50Her fear of flying began 20 years ago, over 30,000 feet in the air.
0:15:50 > 0:15:54At the end of the '90s, when we were flying back from Tenerife,
0:15:54 > 0:15:57we experienced a bit of turbulence
0:15:57 > 0:16:00and then we hit what I thought was an air pocket,
0:16:00 > 0:16:04where it feels like you're dropping out of the sky.
0:16:04 > 0:16:06Um...
0:16:06 > 0:16:09Only lasted seconds, but felt like hours.
0:16:09 > 0:16:12Now, even contemplating a plane journey
0:16:12 > 0:16:15has Natalie racked with fear and anxiety.
0:16:15 > 0:16:16I think as I have got older
0:16:16 > 0:16:18and probably since I've had the children,
0:16:18 > 0:16:21I've always thought more of the safety aspect as well.
0:16:21 > 0:16:23If I hear any noises when I'm on the plane,
0:16:23 > 0:16:25I then get worried as to what they are.
0:16:25 > 0:16:28Or that the wings aren't working properly.
0:16:29 > 0:16:32Natalie's concerned that things have got so bad
0:16:32 > 0:16:35it's limiting not only her view of the world,
0:16:35 > 0:16:36but also her children's.
0:16:36 > 0:16:39It has obviously restricted where we can go to,
0:16:39 > 0:16:43and we probably don't go away as much as perhaps I used to.
0:16:43 > 0:16:46There's so much to see out there, you know,
0:16:46 > 0:16:48that we're not seeing because we're so limited
0:16:48 > 0:16:50as to where we can go and what we can do.
0:16:52 > 0:16:56At present, the only way she can board an aircraft
0:16:56 > 0:16:58is after taking prescription medication,
0:16:58 > 0:17:02and even then, her fears don't disappear completely.
0:17:03 > 0:17:08I've had to, in the past, take prescribed medication
0:17:08 > 0:17:10to enable me to get onto a plane.
0:17:10 > 0:17:13I have a partner that's very understanding,
0:17:13 > 0:17:16that allows me to grip hold of his hand very tightly,
0:17:16 > 0:17:22and also talk to me while we're on the flight about what's happening
0:17:22 > 0:17:24and to try and calm me down.
0:17:24 > 0:17:27So I have got slightly better, like I say,
0:17:27 > 0:17:29him supporting me and talking to me,
0:17:29 > 0:17:33but I'm still a long way off being OK about flying!
0:17:35 > 0:17:40And that's all come to a head since Natalie's father moved to Cyprus.
0:17:40 > 0:17:43She knows that unless she can conquer her fear of flying,
0:17:43 > 0:17:48she and her children are unlikely to ever visit him in his new home.
0:17:48 > 0:17:52Oh, wow, look, that looks amazing, Imogen, doesn't it?
0:17:52 > 0:17:54I would love to go to Cyprus to see my dad,
0:17:54 > 0:17:57and obviously for the children to go out there and see their grandad.
0:17:57 > 0:17:59He moved out there 18 months ago.
0:17:59 > 0:18:02He still comes back here, but it'd be lovely...
0:18:02 > 0:18:05Even though we've seen pictures of his place in Cyprus,
0:18:05 > 0:18:07it would be lovely to actually go out there
0:18:07 > 0:18:09and stay with him for a while.
0:18:11 > 0:18:14A fear of flying, sometimes called aviophobia,
0:18:14 > 0:18:18can lead to a rapid heartbeat, shortness of breath, trembling,
0:18:18 > 0:18:20and tightening of the stomach muscles,
0:18:20 > 0:18:24along with an overwhelming desire to escape the situation.
0:18:24 > 0:18:27But though Natalie's tried various medications,
0:18:27 > 0:18:31and alternative therapies to beat it, none have worked.
0:18:31 > 0:18:34So now, after years of trying to pluck up the courage,
0:18:34 > 0:18:36she's ready to try one of the courses
0:18:36 > 0:18:40that airlines run to tackle the problem head-on.
0:18:40 > 0:18:43I really want to overcome my fear,
0:18:43 > 0:18:46I also want to know why things are making certain noises.
0:18:46 > 0:18:51I would like to know sometimes what the speak is on the Tannoys
0:18:51 > 0:18:53between the pilots and the air hostesses,
0:18:53 > 0:18:55cos sometimes that panics me a bit,
0:18:55 > 0:18:57I think they're speaking in a secret code
0:18:57 > 0:18:59to say there's a problem with the plane.
0:18:59 > 0:19:03So just have a greater understanding of the whole thing.
0:19:04 > 0:19:07We're going to accompany Natalie on a daylong course
0:19:07 > 0:19:12with Virgin Atlantic, bought for her by her mother at a cost of £267.
0:19:12 > 0:19:17It is a last, desperate attempt to get herself airborne.
0:19:17 > 0:19:20Though the course claims a 98% success rate,
0:19:20 > 0:19:23there's no guarantee that it will work,
0:19:23 > 0:19:25and as she heads to the airport, ready to begin,
0:19:25 > 0:19:28all she can think of are the downsides to flying.
0:19:29 > 0:19:32Getting off the plane at the end
0:19:32 > 0:19:34is the only thing I like.
0:19:34 > 0:19:37There's absolutely nothing else about flying that I like at all.
0:19:37 > 0:19:42It can have a physical effect on me, as in I can get an upset stomach,
0:19:42 > 0:19:44and, like I say, I get very anxious about it,
0:19:44 > 0:19:46and I can feel nauseous as well.
0:19:47 > 0:19:51Richard Conway is the co-founder of this particular course,
0:19:51 > 0:19:53and he has first-hand experience
0:19:53 > 0:19:57of just how debilitating such fear can be.
0:19:57 > 0:19:59I did have a fear of flying.
0:19:59 > 0:20:03My overcoming it showed me so much about how to help other people.
0:20:03 > 0:20:07The programme started with a need for helping nervous flyers,
0:20:07 > 0:20:11and we wanted to do this and really change people's lives in one day,
0:20:11 > 0:20:13which is what we do.
0:20:13 > 0:20:17Of course, a fear of flying is also bad news for airlines like Virgin,
0:20:17 > 0:20:19so it's in their interest
0:20:19 > 0:20:22to get anxious passengers back into the sky.
0:20:22 > 0:20:26The latest research that we have our hands on is from 2012,
0:20:26 > 0:20:29and it shows at least 30% of the population
0:20:29 > 0:20:32have a fear of flying of some sort,
0:20:32 > 0:20:36and that can be from the mildly anxious to the utterly terrified.
0:20:36 > 0:20:40So there's a need. I have to say that our dream would be
0:20:40 > 0:20:42for no-one to be booking the courses.
0:20:43 > 0:20:46The course is delivered in two parts,
0:20:46 > 0:20:48kicking off with a session in the classroom,
0:20:48 > 0:20:51and then the real deal up in the air.
0:20:51 > 0:20:53But even waiting to go into the classroom
0:20:53 > 0:20:57has pushed Natalie's anxiety levels sky-high.
0:20:57 > 0:20:59I'm getting a bit more anxious.
0:20:59 > 0:21:01I was just speaking to someone
0:21:01 > 0:21:04who I presume is running a bit of the course,
0:21:04 > 0:21:06I don't know what part he's doing,
0:21:06 > 0:21:10but he was asking me about my fears and how it started,
0:21:10 > 0:21:13and it was just making me a bit more stressful and anxious
0:21:13 > 0:21:18in reiterating what my fears are, so I don't know, we shall see.
0:21:19 > 0:21:21But then the course gets underway,
0:21:21 > 0:21:26with the tutors trying to erase years of fear and panic.
0:21:26 > 0:21:30We see between 2,000 and 3,000 people every single year.
0:21:30 > 0:21:32How many people drove here today?
0:21:34 > 0:21:37How many people were passengers when they came here today?
0:21:37 > 0:21:41The car was serviced this morning, the engineers had looked at it
0:21:41 > 0:21:46and checked it over completely and signed it off? Yes?
0:21:46 > 0:21:48- LAUGHTER - No?
0:21:48 > 0:21:51All of these things that revolved around incidents and accidents,
0:21:51 > 0:21:54the lessons learned are, trust the systems, cos the systems work.
0:21:56 > 0:22:00Incidents involving aircraft are so rare, they always make headlines.
0:22:00 > 0:22:01So, with the tutors confident
0:22:01 > 0:22:04that they've helped the group rationalise their fears
0:22:04 > 0:22:07and understand that the risks of flying are relatively low,
0:22:07 > 0:22:09the classroom part of the day is over,
0:22:09 > 0:22:11and it's time to put into practice
0:22:11 > 0:22:14everything they've learned on the ground.
0:22:15 > 0:22:18I've just realised quite how irrational some of my fears were,
0:22:18 > 0:22:21then you're only going to overcome those
0:22:21 > 0:22:25by having pilots or other people telling you, isn't it?
0:22:25 > 0:22:27Steady as a rock, I fly with that hand!
0:22:27 > 0:22:29- THEY LAUGH - Just as they look at us!
0:22:29 > 0:22:30Oh, hang on.
0:22:31 > 0:22:34But as they head off to the aircraft,
0:22:34 > 0:22:38Natalie has fresh concerns about whether what she's been taught
0:22:38 > 0:22:41will still seem reasonable when it's time to take off.
0:22:41 > 0:22:43I think I'm going to be better once I'm actually on the plane -
0:22:43 > 0:22:46it's just the apprehension, isn't it, of the unknown almost?
0:22:48 > 0:22:51But if she can keep calm and get on board,
0:22:51 > 0:22:54this could be a major breakthrough.
0:22:54 > 0:22:57We're going to go through security check in a minute...
0:22:59 > 0:23:02..to then board the plane.
0:23:02 > 0:23:04I just need to get on to the plane now.
0:23:06 > 0:23:10Cos we've been now talking about it since this morning,
0:23:10 > 0:23:11I just need to go and do it now.
0:23:12 > 0:23:18This is the first time in 19 years that Natalie has boarded an aircraft
0:23:18 > 0:23:21without the support of medication, and it's not easy.
0:23:21 > 0:23:22READER BEEPS
0:23:22 > 0:23:24That's perfect, that's going to be straight on board, OK?
0:23:24 > 0:23:27- Thank you very much.- Thank you. - Right, so here we go.
0:23:30 > 0:23:33Alongside around 130 other fearful flyers,
0:23:33 > 0:23:35Natalie finally gets on board.
0:23:36 > 0:23:41- 61.- G - just go straight over, turn right.- Thank you.
0:23:41 > 0:23:45As she tries her best to settle in, the safety briefing begins.
0:23:45 > 0:23:48So we're now going to explain the safety equipment procedures
0:23:48 > 0:23:49for this 787-9 aircraft.
0:23:49 > 0:23:52You share responsibility with us for your safety,
0:23:52 > 0:23:54so please remove any headsets and pay careful attention.
0:23:54 > 0:23:59And the pilots do their best to reassure their nervous passengers.
0:24:00 > 0:24:02We worked out we've got 120 years' worth
0:24:02 > 0:24:05of aviation experience between us.
0:24:05 > 0:24:08Before they know it, it's time for takeoff.
0:24:14 > 0:24:16And, once up in the air,
0:24:16 > 0:24:20Natalie amazes herself by managing to leave her seat.
0:24:20 > 0:24:23For the first time, she's beginning to get a real sense of flying
0:24:23 > 0:24:25without her usual nervousness.
0:24:25 > 0:24:27It's true what the trainers said,
0:24:27 > 0:24:28because I'm not very good with height,
0:24:28 > 0:24:30but actually this isn't causing me a problem,
0:24:30 > 0:24:32looking out the window at the view.
0:24:32 > 0:24:35It is amazing to see all the clouds and things...
0:24:36 > 0:24:38..and then see the view below them.
0:24:39 > 0:24:42Other airlines, including British Airways and easyJet,
0:24:42 > 0:24:45also run courses very similar to this one,
0:24:45 > 0:24:48with hundreds of people taking them every month.
0:24:50 > 0:24:54OK, we've just commenced a turn to the left-hand side,
0:24:54 > 0:24:56heading down towards Southampton and the Isle of Wight.
0:24:56 > 0:25:01It's 30 minutes into the flight, and Natalie's confidence is growing.
0:25:01 > 0:25:05Yeah, I'm feeling quite relaxed, actually, I'm not too bad.
0:25:05 > 0:25:09The overall success rate on today's course was around 99%,
0:25:09 > 0:25:12with only one passenger not managing to take the flight,
0:25:12 > 0:25:15and Natalie's astonished at the difference
0:25:15 > 0:25:19between how she feels now, and how she's felt on planes in the past.
0:25:19 > 0:25:21I wouldn't say I love it.
0:25:21 > 0:25:24I did enjoy it, which is a major improvement.
0:25:25 > 0:25:27And, once she comes back down to earth,
0:25:27 > 0:25:30she has high hopes for the future.
0:25:30 > 0:25:32I feel it's really worked. I enjoyed the flight.
0:25:32 > 0:25:35I'd say the landing and takeoff not as much,
0:25:35 > 0:25:39but they weren't as bad as I've experienced before, that's for sure.
0:25:49 > 0:25:51Still to come on Rip-Off Britain,
0:25:51 > 0:25:53the parents separated from their children on flights
0:25:53 > 0:25:57despite paying a premium to guarantee they would sit together.
0:25:58 > 0:26:01It was really dreadful, as a mum, to not be with your children
0:26:01 > 0:26:04and to be able to protect them and look after them.
0:26:04 > 0:26:08Jake, he's only two years old, and been with strangers on that flight.
0:26:08 > 0:26:10It was really horrible.
0:26:13 > 0:26:15Our travel expert, Simon Calder,
0:26:15 > 0:26:18has all the secrets to save you money on your travels.
0:26:18 > 0:26:22He's full of tips on everything from how to avoid the crowds
0:26:22 > 0:26:25to the best way to steer clear of those tourist traps.
0:26:25 > 0:26:27CAMERA CLICKS
0:26:27 > 0:26:30Today, he's identifying once-in-a-lifetime trips
0:26:30 > 0:26:33that are perfect if money isn't an issue.
0:26:33 > 0:26:35Sometimes, you have to mark a big event -
0:26:35 > 0:26:38a wedding, an anniversary, a special birthday -
0:26:38 > 0:26:41with a big, no-expenses-spared trip.
0:26:41 > 0:26:45So what's the best choice when you want to splash out?
0:26:45 > 0:26:48Where can you get the biggest bang for your hard-earned bucks?
0:26:48 > 0:26:51I've got three very different options.
0:26:55 > 0:26:58Antarctica is the destination of choice
0:26:58 > 0:27:01for people who want to go to the very end of the earth.
0:27:01 > 0:27:07But to make your experience of the frozen continent truly memorable,
0:27:07 > 0:27:08plan wisely.
0:27:09 > 0:27:12Simon recommends choosing an expedition vessel
0:27:12 > 0:27:14with no more than 200 passengers.
0:27:14 > 0:27:18Most ships leave from Ushuaia, at the southern tip of Argentina,
0:27:18 > 0:27:21and it'll take two days of buffeting across the Drake Passage
0:27:21 > 0:27:24to reach Antarctica, as part of a ten-day expedition
0:27:24 > 0:27:28that typically costs from around £4,000.
0:27:28 > 0:27:30But if all that sounds a bit too adventurous,
0:27:30 > 0:27:34then Simon has a more traditionally glamorous suggestion.
0:27:37 > 0:27:41The Venice-Simplon Orient Express is a collection of antique carriages
0:27:41 > 0:27:45that mostly shuttles between Calais and Venice via Paris.
0:27:45 > 0:27:49It has a connection from London which goes as far as Folkestone,
0:27:49 > 0:27:52where you can get on a coach to drive onto a Eurotunnel train.
0:27:52 > 0:27:55But if you really want to push the boat out,
0:27:55 > 0:27:58Simon has a far more luxurious proposition.
0:28:00 > 0:28:02So, instead, here's my prescription.
0:28:02 > 0:28:05Fly to Venice, Marco Polo Airport,
0:28:05 > 0:28:07and take a water taxi to a 5-star hotel
0:28:07 > 0:28:10for the most indulgent night of your life.
0:28:10 > 0:28:12Then, next day, head for the station,
0:28:12 > 0:28:16where the train is waiting for an 11am departure,
0:28:16 > 0:28:19and gives you an afternoon of fantastic views
0:28:19 > 0:28:21all the way to Innsbruck and beyond.
0:28:21 > 0:28:23For the final part of the trip,
0:28:23 > 0:28:27you can snooze through eastern France and wake up in Paris.
0:28:27 > 0:28:30And while everyone else waits for the engine to be changed
0:28:30 > 0:28:32for the rather laborious journey to London...
0:28:32 > 0:28:36You can indulge in a perfect Parisian breakfast,
0:28:36 > 0:28:38then check out the latest exhibition,
0:28:38 > 0:28:39do a little light shopping,
0:28:39 > 0:28:44and return to London at high speed in the posh seats on Eurostar,
0:28:44 > 0:28:46saving time and money.
0:28:46 > 0:28:48Not that you're counting!
0:28:51 > 0:28:54Now, either of these trips would cost a small fortune
0:28:54 > 0:28:58but the ultimate indulgence - if money really is no object -
0:28:58 > 0:29:00would be to hire a private island,
0:29:00 > 0:29:03like Ilha Grande close to Rio de Janeiro.
0:29:03 > 0:29:07A week here costs not far off £10,000.
0:29:07 > 0:29:08Treasure the island,
0:29:08 > 0:29:11but then escape to explore the superb coast of Brazil.
0:29:11 > 0:29:14Then have a grand day out in Rio,
0:29:14 > 0:29:17before your overnight flight back to Britain,
0:29:17 > 0:29:20in a flat bed in business class, of course.
0:29:20 > 0:29:23And even with some serious shopping and dining,
0:29:23 > 0:29:27you should still have change out of £50,000
0:29:27 > 0:29:30for the trip of a lifetime for all of you.
0:29:34 > 0:29:38You know, flying with children is probably not most people's idea
0:29:38 > 0:29:40of a relaxing start to their holiday.
0:29:40 > 0:29:44For passengers travelling without kids, sitting next to, behind,
0:29:44 > 0:29:47or even worse, in front of someone else's little darling,
0:29:47 > 0:29:50can make a long flight seem even longer.
0:29:50 > 0:29:52And of course, for the parents,
0:29:52 > 0:29:55keeping the young ones still and quiet for hours on end
0:29:55 > 0:29:56is quite a challenge.
0:29:56 > 0:29:59And things can be even more stressful still
0:29:59 > 0:30:03if a family can't sit together, which can and does happen.
0:30:03 > 0:30:04In fact, many airlines now suggest
0:30:04 > 0:30:08that the only way to guarantee sitting next to your own children
0:30:08 > 0:30:11is to pay in advance to reserve seats together.
0:30:11 > 0:30:14But, you know, that's really not necessary.
0:30:15 > 0:30:18Visitor numbers may have dipped in the wake of terror attacks
0:30:18 > 0:30:20and other headline-grabbing events,
0:30:20 > 0:30:24but Turkey remains a firm favourite with British holiday-makers,
0:30:24 > 0:30:27most of them coming for its beautiful coast and beaches.
0:30:30 > 0:30:32Among those to go there last summer
0:30:32 > 0:30:34were Kim Robinson and her husband, Steve.
0:30:34 > 0:30:37They have to be pretty organised when they travel,
0:30:37 > 0:30:41as they've got four children, ranging in ages between two and 14.
0:30:43 > 0:30:46We have been on holiday once before with the children,
0:30:46 > 0:30:48and booking the flights and the seats,
0:30:48 > 0:30:52it's a bit of a military operation, really, ensuring that...
0:30:52 > 0:30:53everything runs smoothly,
0:30:53 > 0:30:56that the children are sat with myself and my husband,
0:30:56 > 0:30:58and everything's organised, ready to go.
0:30:58 > 0:31:00Wow...!
0:31:00 > 0:31:03Kim booked the family's trip to Turkey five months in advance
0:31:03 > 0:31:05with holiday company Thomson.
0:31:05 > 0:31:07And, on top of the cost of the flights,
0:31:07 > 0:31:10she paid an additional fee of £95
0:31:10 > 0:31:13to be sure the family could all sit next to one another
0:31:13 > 0:31:15on both legs of the journey.
0:31:17 > 0:31:19We went away about four, five years ago,
0:31:19 > 0:31:21and we paid to book our seats then,
0:31:21 > 0:31:24and we found it just made the whole process much less stressful,
0:31:24 > 0:31:27because as well, we have our youngest child as well now,
0:31:27 > 0:31:29who's only two,
0:31:29 > 0:31:32and because of Emily needing somebody with her,
0:31:32 > 0:31:35we'd felt it would just be a lot less hassle to sit together.
0:31:36 > 0:31:39But when it came to choosing their seats online,
0:31:39 > 0:31:42Kim was dismayed to discover that she could only select seats
0:31:42 > 0:31:44for the flight out, and not the return.
0:31:45 > 0:31:50It seemed really odd that online we could visually select our seats,
0:31:50 > 0:31:51and it gave us our seat numbers,
0:31:51 > 0:31:54and we could do all of that for the flight out to Turkey,
0:31:54 > 0:31:58but when I noticed that there was no flight chartered back from Turkey,
0:31:58 > 0:32:00it seemed really confusing,
0:32:00 > 0:32:02and nobody seemed to be able to tell us why.
0:32:03 > 0:32:05Thomson eventually explained that this was because
0:32:05 > 0:32:08they'd be flying back with a different company,
0:32:08 > 0:32:10the Turkish-owned Pegasus Airlines.
0:32:10 > 0:32:12So the family would need to contact Pegasus
0:32:12 > 0:32:16in order to confirm their seat bookings for the journey home.
0:32:17 > 0:32:20My husband had tried to contact Pegasus directly,
0:32:20 > 0:32:22but there was quite a serious language barrier,
0:32:22 > 0:32:24and so he then rang Thomson and explained
0:32:24 > 0:32:26that we couldn't physically speak to Pegasus
0:32:26 > 0:32:28and it was something that they would have to do.
0:32:28 > 0:32:30We'd paid them the money to reserve the seats,
0:32:30 > 0:32:33and it was up to them to kind of ensure we could do that.
0:32:33 > 0:32:35PHONE RINGS
0:32:35 > 0:32:38After more phone calls and visits to their local Thomson branch,
0:32:38 > 0:32:41the company rang the couple back, and told them that,
0:32:41 > 0:32:44though they couldn't choose their Pegasus seats in advance,
0:32:44 > 0:32:46they would be able to sit together.
0:32:46 > 0:32:50The fact that we'd actually paid to select our seats was irritating,
0:32:50 > 0:32:53but I was willing to accept that I couldn't select my seats
0:32:53 > 0:32:56on the basis, that as a family, we would be sat together.
0:32:56 > 0:33:00Reassured by this, the family thought little more about it
0:33:00 > 0:33:02until the end of their holiday, that is,
0:33:02 > 0:33:04when the time came for them to check in
0:33:04 > 0:33:07for their Pegasus return flight at Dalaman Airport.
0:33:08 > 0:33:11When they were issued with their actual seat reservations,
0:33:11 > 0:33:14their worst fears were realised.
0:33:14 > 0:33:18It became very clear that we were sat not even near each other,
0:33:18 > 0:33:21we were sat at complete opposite ends of the aircraft.
0:33:21 > 0:33:24And so, at this point, my husband became very distressed and he said,
0:33:24 > 0:33:26"There is no way we're getting on that plane
0:33:26 > 0:33:28"unless we are sat together."
0:33:29 > 0:33:31The airport staff assured them
0:33:31 > 0:33:33that the issue would be sorted out on the plane.
0:33:33 > 0:33:35However, when they boarded,
0:33:35 > 0:33:39they were told to sit in their allocated seats by the stewards.
0:33:39 > 0:33:42In a crowded plane and with their children dotted across it,
0:33:42 > 0:33:44the couple were powerless to do anything
0:33:44 > 0:33:47while people continued to cram onto the aircraft.
0:33:47 > 0:33:51I was actually sat in that seat in tears,
0:33:51 > 0:33:54and I couldn't understand that, as a 32-year-old mother of four,
0:33:54 > 0:33:58I was sat crying, and nobody was willing to help me.
0:33:58 > 0:34:00I worried about all the children on the plane,
0:34:00 > 0:34:02but predominantly Jake and Emily.
0:34:02 > 0:34:05Jake, because he's only two years old,
0:34:05 > 0:34:09him being with strangers on that flight was quite a concern of mine.
0:34:09 > 0:34:12And Emily, she was tired and I wasn't sure how she would react
0:34:12 > 0:34:15being around strangers, and on the flight,
0:34:15 > 0:34:17she was quite worried about taking off and landing as well,
0:34:17 > 0:34:20so it was really dreadful, as a mum, to not be with your children
0:34:20 > 0:34:24and to be able to protect them and look after them on that flight.
0:34:24 > 0:34:26It was... It was really horrible.
0:34:28 > 0:34:30Finally, Kim's husband, Steve, stood up
0:34:30 > 0:34:33and tried to explain the situation to the flight attendants.
0:34:33 > 0:34:35But when they seemed unwilling to help,
0:34:35 > 0:34:39Steve had to resort to asking if any of their fellow passengers
0:34:39 > 0:34:41would be willing to swap their seats.
0:34:41 > 0:34:44Luckily, three strangers on board did volunteer to help,
0:34:44 > 0:34:48so the younger children at least wouldn't be left alone.
0:34:49 > 0:34:52Three people in front very kindly moved,
0:34:52 > 0:34:56so we could move forward and I could sit with Jake and Ollie on takeoff,
0:34:56 > 0:34:57and then after that we moved around a bit
0:34:57 > 0:35:00so we could both take it in turns to sit with Jake,
0:35:00 > 0:35:02while having Ollie and Alfie near us
0:35:02 > 0:35:04and Emily just a bit further down the plane in front,
0:35:04 > 0:35:06but she could swap if needed.
0:35:06 > 0:35:10The relief was immense, cos I could at least see my children
0:35:10 > 0:35:13and I could hold Ollie's hand and be with Jake.
0:35:13 > 0:35:14That was a relief.
0:35:14 > 0:35:18But I still felt bad that I'd asked somebody on their holiday,
0:35:18 > 0:35:20coming back from their holiday, to move.
0:35:20 > 0:35:23I felt bad that they'd had to move.
0:35:23 > 0:35:27Um, I felt absolutely desolate that nobody had helped me,
0:35:27 > 0:35:30that none of the air stewardesses,
0:35:30 > 0:35:34air stewards or anything had offered to intervene or help
0:35:34 > 0:35:36or do ANYTHING at all.
0:35:37 > 0:35:41Months after the incident, Kim and Steve remain upset at what happened,
0:35:41 > 0:35:44especially as the extra money they'd paid at the beginning
0:35:44 > 0:35:47was supposed to guarantee they could sit together.
0:35:48 > 0:35:50When I reflect back upon what happened,
0:35:50 > 0:35:52it still makes me more sad than angry,
0:35:52 > 0:35:54more upset that myself and my children and my husband
0:35:54 > 0:35:57were put in that position,
0:35:57 > 0:35:59that we'd paid for a service we did not receive,
0:35:59 > 0:36:03that we did not receive any satisfactory feedback
0:36:03 > 0:36:05for what happened.
0:36:05 > 0:36:08And it has put me off flying again.
0:36:08 > 0:36:11Well, when we contacted the airlines involved,
0:36:11 > 0:36:15Thomson told us it was really sorry to hear of the family's experience,
0:36:15 > 0:36:18and is looking into what happened with its partner airline...
0:36:21 > 0:36:25It reiterated that, as the return journey was not on its own airline,
0:36:25 > 0:36:27pre-booked seats weren't available,
0:36:27 > 0:36:30so it's refunded the seat selection fee the family paid.
0:36:34 > 0:36:37For its part, Pegasus Airlines insisted
0:36:37 > 0:36:39that, as the flight had been chartered by Thomson,
0:36:39 > 0:36:42all sales, ticketing and reservations
0:36:42 > 0:36:44were Thomson's responsibility.
0:36:44 > 0:36:46It went on to say that its charter flight seats
0:36:46 > 0:36:50are allocated during check-in according to availability,
0:36:50 > 0:36:53and that, as Kim and Steve were some of the last people to check in,
0:36:53 > 0:36:56staff offered them the best seats they could.
0:36:56 > 0:36:59It added that, once on board, as other passengers will also
0:36:59 > 0:37:02want to sit with the people in their group,
0:37:02 > 0:37:05all that cabin crew can do is politely speak to other guests
0:37:05 > 0:37:08and try to assist as best as possible,
0:37:08 > 0:37:10as they did on this occasion.
0:37:13 > 0:37:15Now, you might think it would be a no-brainer
0:37:15 > 0:37:18that young children are seated with their family on flights.
0:37:18 > 0:37:21But there's no legal requirement for that to happen.
0:37:21 > 0:37:25The Civil Aviation Authority says it should be the aim of airlines
0:37:25 > 0:37:28to put children close to their parents or guardians
0:37:28 > 0:37:30in order to ensure access,
0:37:30 > 0:37:32and passengers' safety in an emergency.
0:37:32 > 0:37:34However, it does also say -
0:37:34 > 0:37:37and this is a really useful fact to remember -
0:37:37 > 0:37:40that no plane is allowed to take off
0:37:40 > 0:37:43if a child is separated from an accompanying adult
0:37:43 > 0:37:45by more than one row.
0:37:45 > 0:37:47Even so, an increasing number of airlines
0:37:47 > 0:37:50now tell parents that the only way they can guarantee
0:37:50 > 0:37:54that they'll sit with their children is by paying extra
0:37:54 > 0:37:56to pre-book seats, and depending on the airline,
0:37:56 > 0:38:01that can cost anything between £8 and £65.
0:38:01 > 0:38:03But, as Kim's experience shows,
0:38:03 > 0:38:05even then you might not get what you paid for.
0:38:08 > 0:38:10Shannon Swanwick didn't either,
0:38:10 > 0:38:12although her case is rather different.
0:38:12 > 0:38:15She'd paid extra to be sure that she and her husband
0:38:15 > 0:38:19would sit with their youngest daughters, aged three and five,
0:38:19 > 0:38:21on an easyJet flight to Antalya.
0:38:22 > 0:38:24It was a four-hour flight,
0:38:24 > 0:38:29so we were keen to sit together in order to manage the kids, I guess,
0:38:29 > 0:38:32and help keep them occupied, but also for our own sanity.
0:38:32 > 0:38:36So that's why we decided to pay the £10 extra.
0:38:39 > 0:38:42Unfortunately, when the family boarded the plane to Turkey,
0:38:42 > 0:38:45they weren't able to sit in their prepaid seats
0:38:45 > 0:38:48because someone else with children had got there first.
0:38:50 > 0:38:54You could see in his face that he knew that he was sat in our seat,
0:38:54 > 0:39:02and he kind of had this plea look on his face.
0:39:02 > 0:39:04He was a Turkish gentleman,
0:39:04 > 0:39:07and I don't think he really spoke a lot of English.
0:39:07 > 0:39:11Understanding why this other family wanted to sit together as well,
0:39:11 > 0:39:14Shannon's husband, Craig, took the man's original seat
0:39:14 > 0:39:16further down the plane,
0:39:16 > 0:39:19and Shannon found herself three seats elsewhere
0:39:19 > 0:39:21so that she could sit with the children.
0:39:21 > 0:39:23But the couple felt it made a mockery
0:39:23 > 0:39:25of having paid for allocated seats.
0:39:25 > 0:39:28I was frustrated with the situation.
0:39:28 > 0:39:30I didn't know who to be frustrated with, either.
0:39:30 > 0:39:33Was I frustrated with the airline?
0:39:33 > 0:39:36Was I frustrated with the chap who hadn't booked?
0:39:36 > 0:39:38Probably a little bit of all that.
0:39:38 > 0:39:45I think most of all I was frustrated with the process of having to book
0:39:45 > 0:39:49and pay for seats, but it not working out, for whatever reason.
0:39:49 > 0:39:52I think airlines need to be more aware at booking
0:39:52 > 0:39:53that there are certain requirements
0:39:53 > 0:39:55for people to sit next to each other.
0:39:58 > 0:40:01Well, easyJet tells us it does everything it can
0:40:01 > 0:40:03to seat families together, and has a...
0:40:08 > 0:40:10..at no additional cost.
0:40:10 > 0:40:13It says, on the rare occasions when this doesn't happen,
0:40:13 > 0:40:16airline staff will ask passengers on board to move
0:40:16 > 0:40:19to accommodate families with young children.
0:40:19 > 0:40:23As for Shannon's particular case, easyJet said it was happy to refund
0:40:23 > 0:40:25what she had paid to reserve the seats,
0:40:25 > 0:40:28and apologised for any inconvenience caused.
0:40:30 > 0:40:33But our resident travel expert, Simon Calder,
0:40:33 > 0:40:35feels very strongly about this issue,
0:40:35 > 0:40:38and says passengers should be confident of their rights
0:40:38 > 0:40:41when booking flights as a family.
0:40:41 > 0:40:43Airlines know full well
0:40:43 > 0:40:46that they have to sit families in close proximity.
0:40:46 > 0:40:51Any airline that pretends that it can't do, that it won't do,
0:40:51 > 0:40:54that you have to pay, is frankly telling porkies.
0:40:54 > 0:40:58They must make sure that parents and children
0:40:58 > 0:41:00are sat close to each other,
0:41:00 > 0:41:03and the plane isn't going anywhere until they do.
0:41:04 > 0:41:06As for our families,
0:41:06 > 0:41:11both will think twice in future before paying extra to sit together.
0:41:11 > 0:41:15I think it's sort of made us realise that even if you do actually pay
0:41:15 > 0:41:18to select and book your seats, there is a very realistic possibility
0:41:18 > 0:41:20that you aren't going to be able to sit together.
0:41:20 > 0:41:22The whole travelling process,
0:41:22 > 0:41:24be it with children or not with children,
0:41:24 > 0:41:27is fairly anxious anyway until you get to your destination,
0:41:27 > 0:41:30so it's just one extra thing, yeah,
0:41:30 > 0:41:34that you've got to try and meander round, and hope for the best.
0:41:42 > 0:41:45If you have got a story you'd like us to investigate,
0:41:45 > 0:41:48then get in touch with us via our Facebook page...
0:41:50 > 0:41:51..our website...
0:41:55 > 0:41:57..or e-mail us at...
0:41:59 > 0:42:03..or, if you want to send us a letter, then our new address is...
0:42:15 > 0:42:17Well, you often tell us how frustrating
0:42:17 > 0:42:20you find the different policies of individual airlines,
0:42:20 > 0:42:23and one of your biggest bugbears has long been the charges
0:42:23 > 0:42:26for designated or guaranteed seats.
0:42:26 > 0:42:29But I honestly never thought I'd see the sort of problems
0:42:29 > 0:42:31for families as we've seen today.
0:42:31 > 0:42:33Now, this is only my opinion,
0:42:33 > 0:42:37but I find it very hard to justify why you should have to pay extra
0:42:37 > 0:42:39to be sure that you can sit by your own child.
0:42:39 > 0:42:42And I don't think you're on your own with that one, Gloria,
0:42:42 > 0:42:44because I'm sure an awful lot of people will agree with you.
0:42:44 > 0:42:45But, on a more positive note,
0:42:45 > 0:42:49wasn't it absolutely great to see how Natalie ended up
0:42:49 > 0:42:51so much more confident about getting on a plane?
0:42:51 > 0:42:53The world is now her oyster,
0:42:53 > 0:42:57so we all hope that she enjoys every minute of exploring it.
0:42:57 > 0:42:58In the meantime,
0:42:58 > 0:43:01do remember that if you've had an issue with a flight or an airline,
0:43:01 > 0:43:03then do let us know about it.
0:43:03 > 0:43:05We really would like to hear from you.
0:43:05 > 0:43:07I'm sure this is a topic we'll be returning to again,
0:43:07 > 0:43:11but all your e-mails and letters help us identify the issues
0:43:11 > 0:43:15that most matter to you, so do please keep them coming.
0:43:15 > 0:43:18And - tummy alert! - our food series will be returning soon,
0:43:18 > 0:43:22so we'd especially like your questions and stories for that.
0:43:22 > 0:43:25For now, though, this particular takeoff is definitely on time,
0:43:25 > 0:43:28so from the three of us, it's goodbye.
0:43:28 > 0:43:29- BOTH:- Bye-bye.