0:00:02 > 0:00:05We asked you who's left you feeling ripped off when it comes to your
0:00:05 > 0:00:08holidays and you came back with a catalogue of travel disasters.
0:00:09 > 0:00:11This can't be happening.
0:00:11 > 0:00:14It's a nightmare. Wake me up from it, please.
0:00:14 > 0:00:17It was just a shambles.
0:00:17 > 0:00:19That's the best way to say it. It was just a shambles.
0:00:20 > 0:00:24So, whether it's a deliberate rip-off, a simple mistake,
0:00:24 > 0:00:26or indeed a catch in the small print,
0:00:26 > 0:00:29we'll find out why you are out of pocket and what you can do about it.
0:00:30 > 0:00:33Your stories, your money.
0:00:33 > 0:00:34This is Rip Off Britain.
0:00:35 > 0:00:40Hello and welcome to a wonderfully sunny series of Rip Off Britain,
0:00:40 > 0:00:43coming to you from the island of Tenerife where
0:00:43 > 0:00:44we've come to investigate
0:00:44 > 0:00:47some more of your problems with holidays and travel.
0:00:47 > 0:00:51And every one of those stories we're going to be looking at today
0:00:51 > 0:00:53has exactly the same thing in common.
0:00:53 > 0:00:56Their trips were totally derailed by
0:00:56 > 0:00:59dramatic events that they just had not seen coming.
0:00:59 > 0:01:02In fact, the word dramatic perhaps underplays it
0:01:02 > 0:01:06because it's no exaggeration to say that some of these cases
0:01:06 > 0:01:09really were a matter of life and death, with the people involved
0:01:09 > 0:01:12having to put their fate in somebody else's hands.
0:01:12 > 0:01:16And as if that wasn't bad enough, once the dust had settled,
0:01:16 > 0:01:19trying to get back some of the money for a holiday that was left
0:01:19 > 0:01:22in tatters has proved extremely difficult.
0:01:22 > 0:01:25Well, sometimes, it turns out there's very little you can do to
0:01:25 > 0:01:28protect yourself or your family against unexpected events,
0:01:28 > 0:01:31or to prevent nature taking its course.
0:01:31 > 0:01:35But we on Rip Off Britain firmly believe that forewarned is forearmed,
0:01:35 > 0:01:39so listen up for some tips on how, even if you can't prevent
0:01:39 > 0:01:41such disasters, you can minimise the fallout.
0:01:43 > 0:01:46Coming up, a chateau hit by lightning and a family
0:01:46 > 0:01:49running for their lives. But with more shocks to come,
0:01:49 > 0:01:52could you too face the same terrifying costs if
0:01:52 > 0:01:54catastrophe strikes your holiday?
0:01:54 > 0:01:56We were just completely shocked.
0:01:56 > 0:01:58It seemed ridiculous.
0:01:58 > 0:02:00Something that's completely out of our control.
0:02:00 > 0:02:02There's no way they can get us on this.
0:02:02 > 0:02:05And they can't be blamed for extreme weather,
0:02:05 > 0:02:08but do holiday companies always react in the best way
0:02:08 > 0:02:09when it does happen?
0:02:11 > 0:02:13I was worried for all of us.
0:02:14 > 0:02:17I didn't think any of us would get off that boat walking.
0:02:21 > 0:02:24Now, one of my absolute favourite holiday destinations is France.
0:02:24 > 0:02:26I just seem to love everything about it.
0:02:26 > 0:02:30I like the food, I like the people and of course the differences in
0:02:30 > 0:02:31culture, but one difference that
0:02:31 > 0:02:34I must admit I hadn't really stopped to
0:02:34 > 0:02:36think about is whether insurance will always work
0:02:36 > 0:02:39in the same way over there as it might in the UK.
0:02:39 > 0:02:43So, I was genuinely shocked to hear what the family in our next story went
0:02:43 > 0:02:46through on their most recent trip across the Channel.
0:02:46 > 0:02:48And I imagine that, as it did with me,
0:02:48 > 0:02:51their experience will have you double-checking the fine print of your own
0:02:51 > 0:02:54cover the next time you're getting ready to go away.
0:02:58 > 0:03:01It should have been the most perfect summer holiday.
0:03:01 > 0:03:06A week in a 15th-century chateau in the French countryside with five
0:03:06 > 0:03:08acres of garden and a pool for the children.
0:03:11 > 0:03:13But I'm afraid it ended abruptly with a very scared
0:03:13 > 0:03:15family fleeing into the night...
0:03:15 > 0:03:19We have got to get out of this house now.
0:03:19 > 0:03:22..and watching the property they had rented go up in flames.
0:03:24 > 0:03:26The roof right properly five feet from where we
0:03:26 > 0:03:30were sleeping above our heads, was fully on fire.
0:03:30 > 0:03:31It was properly ablaze.
0:03:32 > 0:03:33OK, cool.
0:03:35 > 0:03:39Danny Webb, his partner and their son Albie from East Sussex love
0:03:39 > 0:03:42combining their annual holiday with a proper catch up
0:03:42 > 0:03:46with close relatives and 2015 was no exception.
0:03:47 > 0:03:50We all go as a family once a year and this year it was France,
0:03:50 > 0:03:52so six adults and six kids.
0:03:52 > 0:03:54We found this amazing chateau.
0:03:56 > 0:04:01Danny paid 2,000 euros to rent the chateau in Realville for seven nights,
0:04:01 > 0:04:03booking directly with the owner.
0:04:03 > 0:04:07The family paid a further £46 for an insurance policy with AXA
0:04:07 > 0:04:11so that they would be protected if anything went wrong.
0:04:11 > 0:04:12Although at first,
0:04:12 > 0:04:15it's very hard to imagine anything could spoil things.
0:04:15 > 0:04:17When we got there, it was amazing.
0:04:17 > 0:04:19The kids immediately ran off,
0:04:19 > 0:04:22they were up, like, the tower and running around.
0:04:22 > 0:04:24And, "This is my bed!" "Bagsy this bed!" That kind of thing.
0:04:24 > 0:04:27It was a pretty picturesque, beautiful place in France.
0:04:27 > 0:04:30It's exactly what you want from a French holiday.
0:04:30 > 0:04:34Four days in and everyone was really enjoying themselves.
0:04:34 > 0:04:38It was a beautiful, clear, sunny day in Toulouse, it was boiling hot.
0:04:38 > 0:04:39The kids were in the pool.
0:04:42 > 0:04:45And things got even better with the stunning spectacle of the annual
0:04:45 > 0:04:47Perseids meteor shower.
0:04:47 > 0:04:49It seemed almost perfect, you know.
0:04:49 > 0:04:52The kids fell asleep, we were just having a nice,
0:04:52 > 0:04:54relaxed evening watching the meteor shower.
0:04:54 > 0:04:55It was the perfect day.
0:04:57 > 0:05:00But that night, after the family had gone to bed,
0:05:00 > 0:05:03a lightning storm broke the beautiful weather.
0:05:03 > 0:05:05And as the storm raged throughout the town,
0:05:05 > 0:05:08with lightning piercing the sky above the chateau,
0:05:08 > 0:05:12Danny was woken by a particularly loud sound overhead.
0:05:13 > 0:05:17There was a huge bang and I was lifted out of the bed by about an inch,
0:05:17 > 0:05:20I'd say, and literally sat bolt upright in bed, "What was that?"
0:05:22 > 0:05:24Danny soon realised that the noise had been
0:05:24 > 0:05:27something much more worrying than simply another thunderclap.
0:05:27 > 0:05:30The roof of the chateau had been struck by lightning
0:05:30 > 0:05:33and worse was still to come.
0:05:33 > 0:05:36My partner said, "There's a bright orange light in the corner,
0:05:36 > 0:05:37"why is that there?"
0:05:37 > 0:05:39And I said, "I've got no idea."
0:05:39 > 0:05:42Because the electric... We knew the electrics had gone because we couldn't
0:05:42 > 0:05:46switch the lights on. They'd gone with the lightning strike.
0:05:46 > 0:05:48And at that point, we realised that the roof was on fire.
0:05:51 > 0:05:53The fire very quickly took hold,
0:05:53 > 0:05:55ripping through the whole of the chateau.
0:05:55 > 0:05:57So, the family had to act fast
0:05:57 > 0:05:59and all 12 of them were able to escape unharmed.
0:05:59 > 0:06:01It was just like, look, this is our chance to get out.
0:06:01 > 0:06:04And we've got to get out now because it's coming down from above.
0:06:04 > 0:06:08Had we slept a bit heavier, had that lightning not woken us up, then,
0:06:08 > 0:06:11you know, anyone of us could have perished, I suppose.
0:06:12 > 0:06:17The fire in the roof raged all night as three fire engines battled to bring
0:06:17 > 0:06:18the blaze under control.
0:06:18 > 0:06:22But it was only when the next day dawned that they could see the extent of
0:06:22 > 0:06:25the devastation. And as well as the damage to the chateau,
0:06:25 > 0:06:28most of the family's possessions, including their clothes,
0:06:28 > 0:06:33all their train tickets and even a passport had been destroyed.
0:06:33 > 0:06:37The whole half of the house where we were living was basically collapsed
0:06:37 > 0:06:39in on itself. It was no longer three floors.
0:06:39 > 0:06:44It was like one and a half floors and you could see the sky through the roof.
0:06:44 > 0:06:50It was this kind of smouldering, smoky, stinky, wet mess.
0:06:52 > 0:06:56It was dawning on you what, what could have happened and
0:06:56 > 0:06:59really what you could have been dealing with considering...
0:06:59 > 0:07:01If we hadn't have gotten out, if we hadn't...
0:07:01 > 0:07:06If that fire... If that fire had started there any other point in the house, a bit lower down, or...
0:07:06 > 0:07:09then there would have definitely been casualties, without a doubt.
0:07:12 > 0:07:15They were very lucky, but in order to return to the UK,
0:07:15 > 0:07:19they needed to drive over two hours to the British Consulate in Bordeaux
0:07:19 > 0:07:21to get a replacement passport.
0:07:21 > 0:07:25And by the time they added to that the cost of replacement clothes, food,
0:07:25 > 0:07:30two nights in a hotel in Bordeaux, the new train tickets for 12 people,
0:07:30 > 0:07:34they were 3,140 euros out of pocket.
0:07:34 > 0:07:36The money had gone. The cash had been burnt.
0:07:36 > 0:07:39Luckily, we had two credit cards that we could use.
0:07:39 > 0:07:41We were kind of OK with that because we said, "Well,
0:07:41 > 0:07:44"we're going to get the money..." You know, by the time we get home,
0:07:44 > 0:07:48the insurance will be fine and we'll get it all back.
0:07:50 > 0:07:53But on top of all the drama of the fire, once they got home,
0:07:53 > 0:07:58the family was about to have two very nasty surprises involving insurance.
0:07:58 > 0:08:01And they're both things that you could very well fall foul of, as well.
0:08:03 > 0:08:06The first only became clear after they'd been in touch with the chateau owner's
0:08:06 > 0:08:09French insurance company called Gan,
0:08:09 > 0:08:13which they hoped would reimburse them for the expenses they'd incurred
0:08:13 > 0:08:15as a result of the fire.
0:08:16 > 0:08:18We knew to keep our receipts,
0:08:18 > 0:08:22make a list of everything and my partner e-mailed all the stuff for the
0:08:22 > 0:08:25claim and said, "This is what we've lost due to this fire.
0:08:25 > 0:08:29"Can you please advise how to proceed from here."
0:08:29 > 0:08:34We kept sending e-mails and it was now getting into like a month,
0:08:34 > 0:08:35you know, two months
0:08:35 > 0:08:38and at this point, credit card bills need to be paid.
0:08:38 > 0:08:41But with no word from the French insurers,
0:08:41 > 0:08:45Danny turned to his own travel insurers to see if that would pay out for
0:08:45 > 0:08:47all those additional expenses.
0:08:47 > 0:08:51And it was at that point he realised that that policy didn't do quite what
0:08:51 > 0:08:52he assumed it would.
0:08:52 > 0:08:57The travel insurance would only cover the actual stuff we had with us,
0:08:57 > 0:08:59like our baggage and that kind of stuff.
0:08:59 > 0:09:01But they wouldn't pay for anything
0:09:01 > 0:09:03incurred subsequently.
0:09:03 > 0:09:05So, like, after the fire, the hotel,
0:09:05 > 0:09:09the... you know, getting to and from the hotel, the meals,
0:09:09 > 0:09:12the extra clothes that we had to buy because we no longer had any clothes.
0:09:12 > 0:09:15All that stuff was not going to be covered.
0:09:17 > 0:09:21That's because Danny's policy didn't include what's usually known as
0:09:21 > 0:09:25disruption cover which protects you from all the extra costs you can face
0:09:25 > 0:09:28if something on your trip goes wrong.
0:09:28 > 0:09:31As a result, the family could only claim back from insurers AXA around
0:09:31 > 0:09:33£1,000.
0:09:33 > 0:09:37Less than one third of what they had spent as a result of the fire.
0:09:37 > 0:09:40Now, many policies do include a disruption clause,
0:09:40 > 0:09:43but if your holiday insurance doesn't have it either,
0:09:43 > 0:09:45you may still be able to get it as an add-on,
0:09:45 > 0:09:49as personal finance expert Sarah Pennells explains.
0:09:51 > 0:09:54Travel disruption cover is a really useful part of travel insurance,
0:09:54 > 0:09:57but it's something that many people don't realise they need.
0:09:57 > 0:10:00What it will pay for is the cost of the extra expenses if you have to
0:10:00 > 0:10:04cancel your holiday or for example if the accommodation that you
0:10:04 > 0:10:08turn up at has a problem. There's a flood or there's a fire.
0:10:08 > 0:10:09Anything like that.
0:10:09 > 0:10:12Now, sometimes it's sold as part of a standard insurance policy,
0:10:12 > 0:10:15normally the more expensive option.
0:10:15 > 0:10:18Or you can buy it as an add-on to your own insurance policy.
0:10:18 > 0:10:21Sometimes you can buy it as a stand-alone.
0:10:21 > 0:10:24It's not too expensive, it'll cost generally between £10 and £20.
0:10:24 > 0:10:25Around that mark.
0:10:28 > 0:10:29Luckily for Danny,
0:10:29 > 0:10:32the family found a solution on their existing home insurance,
0:10:32 > 0:10:36so it really is worth checking what your contents cover actually includes.
0:10:36 > 0:10:40Someone had mentioned your home contents insurance being able to cover
0:10:40 > 0:10:43your content even though they're not in the home.
0:10:43 > 0:10:46So, my partner looked into this and it turned out this was the case.
0:10:46 > 0:10:49We could get money back for our clothes that we'd lost as long as could
0:10:49 > 0:10:52prove that we had them, photographs or receipts.
0:10:54 > 0:10:57Making that claim did mean that the family lost its eight-year no-claims bonus,
0:10:57 > 0:11:03increasing their premiums from £618 to £848.
0:11:03 > 0:11:07But they soon had a much bigger financial headache on their hands and,
0:11:07 > 0:11:11goodness, I warn you, this one is an absolute shocker.
0:11:11 > 0:11:13Four months after their trip,
0:11:13 > 0:11:15the chateau owner's French insurer Gan
0:11:15 > 0:11:20finally contacted Danny and his partner with some alarming news.
0:11:20 > 0:11:24Gan was holding them responsible for the damage to the property.
0:11:24 > 0:11:28That's not as absurd as it sounds because under French law,
0:11:28 > 0:11:32the person staying in the property is responsible for damage caused to it
0:11:32 > 0:11:36and with the insurer disputing that the fire had actually been started by lightning,
0:11:36 > 0:11:39it was now demanding that the couple stump up...
0:11:39 > 0:11:43and wait for this, 500,000 euros.
0:11:44 > 0:11:47We were just completely shocked, you know.
0:11:49 > 0:11:52It was just at... It seemed ridiculous.
0:11:52 > 0:11:53We knew it was a lightning strike.
0:11:53 > 0:11:55Everyone had confirmed that.
0:11:55 > 0:11:57It's force majeure, it's an act of God,
0:11:57 > 0:11:59it's something that's completely out of our control.
0:11:59 > 0:12:01There's no way they can get us on this.
0:12:01 > 0:12:04Danny knew that the fire was caused by lightning,
0:12:04 > 0:12:06but proving it would be another matter.
0:12:06 > 0:12:12Fortunately for him, this time his £46 holiday cover with AXA came to the rescue.
0:12:12 > 0:12:14Now, it might not have included everything he ended up
0:12:14 > 0:12:18needing, but in this case it came up trumps because it did cover public
0:12:18 > 0:12:23liability, which meant it was able to step in and pay for a fire inspector
0:12:23 > 0:12:25to go and inspect the site,
0:12:25 > 0:12:28and investigate the cause of the fire on the family's behalf,
0:12:28 > 0:12:33saving Danny and his family from losing hundreds of thousands of pounds.
0:12:33 > 0:12:36And although their investigation into the fire is still ongoing,
0:12:36 > 0:12:41for Danny knowing that his insurers are fighting the claim and will cover
0:12:41 > 0:12:43any costs is very reassuring.
0:12:43 > 0:12:47The relief that we got from finding out that litigation was covered and it
0:12:47 > 0:12:51meant that we could send someone over there to go and look at the fire,
0:12:51 > 0:12:55the fire site and to confirm that it was a lightning strike,
0:12:55 > 0:12:57that was like a...
0:12:57 > 0:13:00You know, it was just a massive, massive weight off our shoulders.
0:13:01 > 0:13:05But all of this underlines why if you're booking accommodation directly
0:13:05 > 0:13:07with the owner, as Danny did,
0:13:07 > 0:13:11you should make extra sure that your travel insurance is watertight and
0:13:11 > 0:13:15getting adequate personal liability cover is a key part of that.
0:13:15 > 0:13:18In France, if you rent a property and something happens to it,
0:13:18 > 0:13:20you're liable - it's part of the French civil code
0:13:20 > 0:13:22and having looked it up, it is correct.
0:13:22 > 0:13:24Certainly relating to fire.
0:13:24 > 0:13:27If there's fire damage while you're there and you're renting it,
0:13:27 > 0:13:31then you are responsible unless you can show that it was an accident
0:13:31 > 0:13:33or an incident beyond your control.
0:13:33 > 0:13:34If there's a lesson for all this,
0:13:34 > 0:13:38it would be to check the small print of the policy when it comes to
0:13:38 > 0:13:42personal liability cover because what that cover does is pay out
0:13:42 > 0:13:45if there's something that you're deemed to have been responsible for.
0:13:45 > 0:13:48Make sure you've got at least £1 million worth of cover.
0:13:48 > 0:13:49More may be a good idea.
0:13:51 > 0:13:56But for Danny, the experience of the fire and unpicking what his insurance
0:13:56 > 0:13:59did and didn't cover has left him very cautious about booking the same
0:13:59 > 0:14:02kind of holiday again.
0:14:02 > 0:14:05It does leave a kind of a nasty taste in the mouth and I suppose we will
0:14:05 > 0:14:09consider all that before we think of booking to go again.
0:14:09 > 0:14:12It would've been much easier to deal with all that stuff
0:14:12 > 0:14:14had it been the UK.
0:14:22 > 0:14:26For many of us, one of the main reasons for going abroad on holiday is to
0:14:26 > 0:14:30escape the unpredictable British weather and instead spend a bit of time
0:14:30 > 0:14:33in a place that's virtually guaranteed to have sunshine.
0:14:33 > 0:14:39But whilst warmer temperatures are certainly going to happen further south you
0:14:39 > 0:14:43go from the UK, what it is also more likely is that as you get nearer to
0:14:43 > 0:14:46the equator, there's the possibility of encountering severe weather events,
0:14:46 > 0:14:48such as hurricanes.
0:14:48 > 0:14:53Now, of course, bad weather is not always something that you can predict,
0:14:53 > 0:14:56but the holiday-makers that we're about to meet have been left wondering
0:14:56 > 0:15:00whether or not the holiday companies with whom they recently travelled
0:15:00 > 0:15:05could have done a lot more to avoid them heading right into the eye of
0:15:05 > 0:15:07some very severe storms indeed.
0:15:09 > 0:15:12No-one wants weather like this on their holiday.
0:15:12 > 0:15:16And as well as putting a real dampener on your trip,
0:15:16 > 0:15:20getting caught up in a severe storm like these can also be a very
0:15:20 > 0:15:22frightening experience,
0:15:22 > 0:15:26as Soria Hassan from Cardiff found out when she took a Thomson holiday
0:15:26 > 0:15:30to the Pacific coast of Mexico in October 2015.
0:15:32 > 0:15:36Soria and her partner were looking forward to spending some quality time
0:15:36 > 0:15:40together and they wanted somewhere likely to have good weather.
0:15:42 > 0:15:47So, the resort of Puerto Vallarta seemed ideal and sure enough the trip
0:15:47 > 0:15:49got off to a perfect start.
0:15:49 > 0:15:52The day that we arrived, we went to the beach,
0:15:52 > 0:15:57had a walk down and then I turned around and he was on one knee
0:15:57 > 0:15:59and he proposed to me,
0:15:59 > 0:16:02which was the most amazing, like, thing ever.
0:16:02 > 0:16:06The newly engaged couple were on cloud nine.
0:16:06 > 0:16:09The first ten days of our holiday was absolutely fabulous.
0:16:09 > 0:16:14It was boiling hot, the sun was out, there was no clouds, it was amazing.
0:16:15 > 0:16:18But there was trouble on the horizon.
0:16:19 > 0:16:23A holiday maker came to us and said, "Do you know about this hurricane?"
0:16:24 > 0:16:26The hurricane in question, Hurricane Patricia,
0:16:26 > 0:16:30was brewing some 700 miles from the coast where they were staying
0:16:30 > 0:16:33and forecasters were predicting that it would hit Puerto Vallarta
0:16:33 > 0:16:35the next day.
0:16:35 > 0:16:37Potentially a catastrophic storm,
0:16:37 > 0:16:40gusts of wind close to 200mph as it arrives.
0:16:40 > 0:16:44But Soria says she was reassured by the Thomson reps that it was
0:16:44 > 0:16:46business, or holidays, as usual.
0:16:46 > 0:16:50So, the couple, who had booked a special boat tour to a nearby island,
0:16:50 > 0:16:52were happy to take that advice.
0:16:52 > 0:16:57The Mexican Government however was preparing for the worst,
0:16:57 > 0:17:01issuing multiple warnings, closing schools and distributing sandbags.
0:17:01 > 0:17:06And as the two-hour boat trip became increasingly uncomfortable,
0:17:06 > 0:17:08Soria's confidence began to falter.
0:17:08 > 0:17:11The change in the weather, the change in the sea,
0:17:11 > 0:17:15how choppy it was, it was horrific. I was so ill.
0:17:15 > 0:17:18And I've never been like that, even working on cruise ships,
0:17:18 > 0:17:20I've never been ill.
0:17:20 > 0:17:22Back on dry land at the hotel,
0:17:22 > 0:17:25the weather warnings had now been heeded.
0:17:25 > 0:17:29Staff were advising guests to pack up all essential belongings and in the
0:17:29 > 0:17:31early hours of the next morning,
0:17:31 > 0:17:34the army arrived to help evacuate the resort.
0:17:35 > 0:17:38The army came and banged on the door, "Evacuate!
0:17:38 > 0:17:40"Evacuate!" So, basically,
0:17:40 > 0:17:45we just had to leave our rooms with our suitcases, the blankets, and pillows.
0:17:45 > 0:17:49The guests gathered in the hotel lobby as the hurricane grew
0:17:49 > 0:17:50even closer.
0:17:50 > 0:17:54And you can see from this footage just how major it was.
0:17:54 > 0:17:59Next, everyone was loaded onto buses to take them to a safe distance from
0:17:59 > 0:18:01its path.
0:18:01 > 0:18:04We got on this bus, the driver couldn't speak English,
0:18:04 > 0:18:07so we were unaware of where we were going.
0:18:07 > 0:18:12Soria says she was taken ten minutes from the hotel to a small school,
0:18:12 > 0:18:17but as shelter from what was predicted to be potentially catastrophic weather,
0:18:17 > 0:18:19she felt it was far from secure.
0:18:21 > 0:18:26This is just a picture of all the water that was coming in.
0:18:26 > 0:18:29And this, at the time, the hurricane hadn't even hit.
0:18:31 > 0:18:37By now, the storm had been categorised as the most severe level of hurricane at force five.
0:18:37 > 0:18:39So, for around eight hours,
0:18:39 > 0:18:41the couple waited anxiously as it approached.
0:18:41 > 0:18:46I can just remember ringing my mum and ringing my dad
0:18:46 > 0:18:49and just basically like saying bye to them.
0:18:51 > 0:18:55Though Hurricane Patricia proved to be the second-most-powerful hurricane
0:18:55 > 0:19:00on record, miraculously, it changed course before it hit Soria's resort.
0:19:01 > 0:19:05But it had been a terrifying end to the trip.
0:19:05 > 0:19:07And Soria wasn't convinced that the holiday company
0:19:07 > 0:19:10had looked after them as well as it could have done.
0:19:10 > 0:19:12I wasn't complaining about the hurricane
0:19:12 > 0:19:15because that can happen wherever you go,
0:19:15 > 0:19:19it was how it was handled and how we were treated.
0:19:19 > 0:19:21As far as she's concerned,
0:19:21 > 0:19:23in a part of the world where hurricanes aren't uncommon,
0:19:23 > 0:19:27the advice and procedures should be clear from the off.
0:19:27 > 0:19:29So, when she got home,
0:19:29 > 0:19:33she contacted Thomson and what really shocked her was that after
0:19:33 > 0:19:36three attempts to get in touch, she'd heard nothing back.
0:19:36 > 0:19:40I personally feel that they're quick enough to take your money,
0:19:40 > 0:19:44but when something actually happens, they fail to even acknowledge what has
0:19:44 > 0:19:48happened and what they could have done to solve that problem.
0:19:50 > 0:19:52Well, when we put all of that to Thomson,
0:19:52 > 0:19:56the company told us that it sincerely apologises for not answering Soria's
0:19:56 > 0:19:59complaint, which it blames on an administrative error.
0:19:59 > 0:20:03But it said its team in Mexico did everything it could under the
0:20:03 > 0:20:07circumstances, following the emergency procedures led by the local
0:20:07 > 0:20:11authorities to ensure the safety and wellbeing of its customers.
0:20:11 > 0:20:15It reiterated that the situation was of course beyond its control.
0:20:15 > 0:20:19The storm category was downgraded and all customers were kept safe and its
0:20:19 > 0:20:21hotels were unaffected.
0:20:22 > 0:20:24And whatever Soria's concern,
0:20:24 > 0:20:27predicting just how severe a storm is and the appropriate
0:20:27 > 0:20:31course of action to take is tricky, even for the experts,
0:20:31 > 0:20:33as Professor Geraint Vaughan explains.
0:20:35 > 0:20:40Big thunderstorms are still one of the things that cause most problems for forecasters.
0:20:40 > 0:20:44It is a challenge to get it right and particularly to get the
0:20:44 > 0:20:45intensity of a storm right.
0:20:45 > 0:20:47And giving sufficient warning that people can
0:20:47 > 0:20:50get out of the way, which is what we want to be able to do
0:20:50 > 0:20:51is a problem still.
0:20:54 > 0:20:58But whilst it's still not possible to predict the nature and severity
0:20:58 > 0:20:59of storms every time,
0:20:59 > 0:21:04improvements in technology and monitoring systems mean that understanding
0:21:04 > 0:21:07and planning for bad weather isn't as hit and miss as it used to be.
0:21:09 > 0:21:13We use these very sophisticated models and as the resolution of these
0:21:13 > 0:21:15models gets better and better,
0:21:15 > 0:21:20and as we learn to use new techniques of analysing them,
0:21:20 > 0:21:22in some ways, we're making big strides in forecasting.
0:21:24 > 0:21:26As part of that, following a tradition in the US,
0:21:26 > 0:21:29once storms in the UK reach certain speeds,
0:21:29 > 0:21:34they're now given a name to make clear that the severe weather is on its way,
0:21:34 > 0:21:36so that adequate precautions can be taken.
0:21:38 > 0:21:42And it was one of those named storms around British shores that led to
0:21:42 > 0:21:45Sharon Clifford raising a complaint with a cruise company that took her
0:21:45 > 0:21:49around the Mediterranean in March 2016.
0:21:49 > 0:21:53Sharon's been on many cruise trips and for years has been trying to
0:21:53 > 0:21:55convince her sister, Sue, to join her.
0:21:55 > 0:21:58This time, after many years of nagging her,
0:21:58 > 0:22:01she agreed to come with me on this cruise.
0:22:01 > 0:22:05But as the sisters set sail, the weather had taken a turn for the worse.
0:22:05 > 0:22:08Later on, we see Storm Katie arriving.
0:22:08 > 0:22:11Named because we expect to see some fairly significant impacts,
0:22:11 > 0:22:12mainly from the strength of the wind.
0:22:12 > 0:22:14Katie has been moving across our shores.
0:22:14 > 0:22:17There are some severe gales on the way, some heavy rain.
0:22:17 > 0:22:18It's already lashing.
0:22:18 > 0:22:21In fact, the winds the Met Office had christened Storm Katie
0:22:21 > 0:22:24in some areas reached more than 100mph.
0:22:25 > 0:22:26As we departed,
0:22:26 > 0:22:31they were talking about Storm Katie on the television and saying that it
0:22:31 > 0:22:33had hit the Isle of Wight at 110mph
0:22:33 > 0:22:37and took out all the power on the Isle of Wight.
0:22:37 > 0:22:39That made me very nervous.
0:22:39 > 0:22:42And as the cruise liner made its way out to sea,
0:22:42 > 0:22:45Sharon began to feel the effects of the storm first-hand.
0:22:45 > 0:22:49We had gotten about three to five miles offshore...
0:22:50 > 0:22:54..when the winds were getting bad and the ship began to move about.
0:22:55 > 0:22:57And the further out to sea we went...
0:22:58 > 0:23:00..the worse the rocking got.
0:23:01 > 0:23:04It was a terrifying first night for Sharon.
0:23:04 > 0:23:06How bad the weather was,
0:23:06 > 0:23:09I knew in my heart that we couldn't get a helicopter out to pick me up
0:23:09 > 0:23:11and get me off of there.
0:23:11 > 0:23:13But I'd have done anything to have got off that boat.
0:23:15 > 0:23:17I ain't a wealthy person,
0:23:17 > 0:23:20but all I own I would have given up to get off that boat.
0:23:20 > 0:23:24And her sister certainly wasn't enjoying her maiden voyage.
0:23:25 > 0:23:27I don't believe in God. I prayed.
0:23:27 > 0:23:32I laid there in that bed and I prayed.
0:23:32 > 0:23:35I thought if I went to sleep, I won't be waking up.
0:23:37 > 0:23:41Sharon was racked with guilt for persuading Sue to go along.
0:23:41 > 0:23:43I was worried for both of us.
0:23:45 > 0:23:46For all of us.
0:23:48 > 0:23:51I didn't think any of us would get off that boat walking.
0:23:53 > 0:23:56While the weather calmed down for the rest of their cruise,
0:23:56 > 0:24:00the sisters say the events of those first hours them left traumatised.
0:24:01 > 0:24:06And Sharon thinks that given the severity of the storm and the strong warnings being issued,
0:24:06 > 0:24:10the ship shouldn't have set sail in such conditions and it would have been
0:24:10 > 0:24:13better to delay their departure.
0:24:13 > 0:24:17So when they got home, Sharon contacted P&O to say exactly that.
0:24:19 > 0:24:21And when we contacted P&O,
0:24:21 > 0:24:24the company stressed it would never compromise the safety
0:24:24 > 0:24:26of its guests or crew.
0:24:26 > 0:24:30It told us that on occasion it is unfortunately necessary to sail in
0:24:30 > 0:24:33conditions which are less than ideal.
0:24:33 > 0:24:34And if this occurs,
0:24:34 > 0:24:37it does all it can to minimise the impact of the weather.
0:24:37 > 0:24:43It went on to point out that the sea and weather are dynamic forces and
0:24:43 > 0:24:46any decision taken are in compliance company,
0:24:46 > 0:24:49flag and international regulations,
0:24:49 > 0:24:52as well as in the observance of safe and good seamanship.
0:24:54 > 0:24:57Clearly, how to deal with severe weather is a judgment call
0:24:57 > 0:25:03and the companies in both these cases would argue that the right decisions were made.
0:25:03 > 0:25:06What's more, in Sharon's case, though delaying the cruise
0:25:06 > 0:25:09may well have been the preferred option for her,
0:25:09 > 0:25:13for the many other passengers on the ship, it simply wouldn't.
0:25:14 > 0:25:17But for Sharon, future holidays for the time being at least,
0:25:17 > 0:25:19will be on dry land.
0:25:20 > 0:25:23I would certainly not cruise if there was bad weather about.
0:25:23 > 0:25:25That sort of rain and weather...
0:25:26 > 0:25:27..I would not cruise again.
0:25:34 > 0:25:35Still to come on Rip Off Britain,
0:25:35 > 0:25:39a race against time when a baby made an unexpectedly early appearance
0:25:39 > 0:25:41thousands of miles from home.
0:25:41 > 0:25:46It wasn't until we were told by the doctor that they had no facilities
0:25:46 > 0:25:51there for a premature baby that we started to panic, really.
0:25:55 > 0:25:59Our travel expert Simon Calder has all the secrets to save you money on
0:25:59 > 0:26:01your travels. He's full of tips on everything,
0:26:01 > 0:26:03from how to avoid the crowds,
0:26:03 > 0:26:07to the best way to steer clear of those tourist traps.
0:26:07 > 0:26:09This time, cruises.
0:26:09 > 0:26:13They've become one of the fastest-growing holiday options over the past 20 years,
0:26:13 > 0:26:16with almost 1.8 million British holiday-makers
0:26:16 > 0:26:19now reckoned to set sail on a cruise every year.
0:26:21 > 0:26:24You only have to unpack once -
0:26:24 > 0:26:28that's the slogan often used to entice people on board cruise ships.
0:26:29 > 0:26:31Once you've checked into your cabin,
0:26:31 > 0:26:35you'll drift to a succession of lovely islands or coastal ports,
0:26:35 > 0:26:37while enjoying five-star meals.
0:26:37 > 0:26:40But how much will it cost you?
0:26:40 > 0:26:44Well, Simon says working that out isn't always straightforward.
0:26:44 > 0:26:46Let's start with the price.
0:26:46 > 0:26:49Let me tell you the deal on most cruise ships.
0:26:49 > 0:26:55The headline amount that you pay your travel agent or cruise line is only
0:26:55 > 0:26:58part of the revenue you're expected to contribute.
0:27:01 > 0:27:06You'll also be expected to tip, probably in US dollars.
0:27:06 > 0:27:09The equivalent of around £10 per person per day.
0:27:09 > 0:27:14For a couple on a fortnight's cruise, that's nearly £300.
0:27:18 > 0:27:21Onboard sales are crucial for cruise lines.
0:27:21 > 0:27:24While meals are included, drinks generally aren't.
0:27:24 > 0:27:28And on everything from morning coffee to postprandial port,
0:27:28 > 0:27:33you can expect to pay a service charge of up to 18% and shore excursions
0:27:33 > 0:27:34are handsomely profitable.
0:27:36 > 0:27:38Clearly, cruises can be pricey.
0:27:38 > 0:27:41But there are deals to be had.
0:27:41 > 0:27:42When's the best time to book?
0:27:42 > 0:27:45If you're travelling at peak time,
0:27:45 > 0:27:48Christmas and New Year in the Caribbean, August in the Baltic,
0:27:48 > 0:27:52or you want a specific cabin on a particular cruise,
0:27:52 > 0:27:54then book as early as you can.
0:27:55 > 0:27:57However, the cruise industry business model
0:27:57 > 0:28:01requires that practically every cabin has to be filled.
0:28:01 > 0:28:04So, if you're prepared to take a chance at the last minute,
0:28:04 > 0:28:06then you could grab a bargain
0:28:06 > 0:28:08with just a week or so to go before departure.
0:28:10 > 0:28:13One final tip, with unlimited food on board,
0:28:13 > 0:28:17it's easy to put on a pound for every day you spend at sea.
0:28:17 > 0:28:21The best way to tackle mid-ocean spread, forget the lifts,
0:28:21 > 0:28:23stick to the stairs.
0:28:30 > 0:28:35Many of us book our summer holidays up to or even more than a year in advance,
0:28:35 > 0:28:37either to take advantage of a good deal,
0:28:37 > 0:28:40or perhaps to tie in with a special event.
0:28:40 > 0:28:41But a year can be a long time
0:28:41 > 0:28:45during which your personal circumstances can change dramatically.
0:28:45 > 0:28:48They certainly did for the two couples in our next film,
0:28:48 > 0:28:50when they found they were expecting a baby
0:28:50 > 0:28:53months after they'd booked and paid for their trips.
0:28:53 > 0:28:55And as you'll see in both cases,
0:28:55 > 0:28:58that led to some rather unexpected complications.
0:29:00 > 0:29:01Painting the nursery...
0:29:01 > 0:29:03You've missed a bit.
0:29:04 > 0:29:05..choosing names...
0:29:05 > 0:29:07Hazard.
0:29:07 > 0:29:09..and shopping for prams.
0:29:09 > 0:29:11I like the colour of that one. Do you?
0:29:11 > 0:29:12Yeah. I think I do like it.
0:29:14 > 0:29:16All part of the excitement that comes with preparing
0:29:16 > 0:29:18for a new addition to the family.
0:29:18 > 0:29:21I like him. He's really snugly. He's nice.
0:29:21 > 0:29:24And when paramedic Eddie and primary school teacher Lisa
0:29:24 > 0:29:28discovered that they'd got a baby on the way in March 2016,
0:29:28 > 0:29:31the news was all the sweeter for coming out of the blue.
0:29:31 > 0:29:33- He's got long ears. - He's got nicer ears.
0:29:33 > 0:29:37It's hard to put into words just how exciting something like that is.
0:29:37 > 0:29:40Especially when we've... We wanted for quite a long time, haven't we?
0:29:40 > 0:29:43So, yeah, it came as quite a shock to us.
0:29:43 > 0:29:45But, yeah, tremendously exciting.
0:29:45 > 0:29:46Yeah, it was fantastic.
0:29:47 > 0:29:49But there was a bit of a problem.
0:29:49 > 0:29:50- Thank you very much.- Thank you.
0:29:52 > 0:29:55Four months earlier in November 2015,
0:29:55 > 0:29:59Eddie and Lisa had booked a trip of a lifetime to Las Vegas
0:29:59 > 0:30:00and San Francisco.
0:30:00 > 0:30:03It was a complete once-in-a-lifetime...
0:30:03 > 0:30:05- Yeah.- ..holiday and experience that we wouldn't be able to do
0:30:05 > 0:30:07at any other point, really.
0:30:07 > 0:30:09Before we had children, as well.
0:30:09 > 0:30:12Yeah. So, we planned to get remarried there in the white chapel
0:30:12 > 0:30:14and all these crazy things that you do in Vegas.
0:30:15 > 0:30:19The flights, booked with Virgin Atlantic via website Expedia,
0:30:19 > 0:30:22had cost the couple almost £2,400,
0:30:22 > 0:30:25as they were travelling in the school break.
0:30:25 > 0:30:27And however welcome the pregnancy was,
0:30:27 > 0:30:31it did throw something of a spanner into their travel plans.
0:30:31 > 0:30:33We found out I was 14 weeks.
0:30:33 > 0:30:35I remember sitting in the waiting room, didn't we?
0:30:35 > 0:30:38And we were looking at the scan, really excited and ringing everybody,
0:30:38 > 0:30:40as you do, and texting everybody.
0:30:40 > 0:30:44All of a sudden thinking, "Oh, hang on, that will mean that I will be...
0:30:45 > 0:30:48.."32 weeks pregnant on the 3rd of August."
0:30:48 > 0:30:50Four days before we were supposed to fly.
0:30:50 > 0:30:53Come back...
0:30:53 > 0:30:55That meant by the time of their return flight,
0:30:55 > 0:30:58Lisa would be 34 weeks pregnant.
0:30:58 > 0:31:01Try as he might, Eddie couldn't find an insurance policy that would cover
0:31:01 > 0:31:06them past 32 weeks and with the cost of health care so high in the US,
0:31:06 > 0:31:09they knew they couldn't afford to be in California
0:31:09 > 0:31:11if Lisa suddenly went into labour.
0:31:11 > 0:31:15To have a baby delivered normally after 32 weeks in America
0:31:15 > 0:31:18would cost anywhere between 3,000 and 25,000,
0:31:18 > 0:31:21which was just a crazy amount of money
0:31:21 > 0:31:23that we just wouldn't be able to afford.
0:31:23 > 0:31:25We're not in a position to do that.
0:31:25 > 0:31:27So, much to their disappointment,
0:31:27 > 0:31:30the couple felt they had no choice but to cancel their holiday.
0:31:30 > 0:31:33It just seemed madness really that there was no option for us.
0:31:33 > 0:31:37It felt like there was no option other than to not go.
0:31:37 > 0:31:39- Which was a real shame, wasn't it? - Yeah.
0:31:40 > 0:31:45They contacted both Virgin and Expedia to ask for a refund,
0:31:45 > 0:31:47but the response was a shock.
0:31:47 > 0:31:50When Virgin told us that we couldn't get the money back, we were just stunned, really.
0:31:50 > 0:31:53They basically said because the flights were non-refundable,
0:31:53 > 0:31:56there was nothing they could do. It was in the terms and conditions.
0:31:56 > 0:31:57It seemed completely unreasonable.
0:31:57 > 0:32:00Considering especially the amount of notice that we'd given to them.
0:32:02 > 0:32:06The couple were told that as Expedia's terms and conditions had made clear,
0:32:06 > 0:32:08the flights weren't refundable,
0:32:08 > 0:32:12the only money they'd be able to get back was the taxes they'd paid.
0:32:12 > 0:32:15The flights cost just under £2,400
0:32:15 > 0:32:18and we'd been told that we could get £222 back,
0:32:18 > 0:32:21which just seemed insane.
0:32:21 > 0:32:23- There you go, my love.- Thank you.
0:32:23 > 0:32:27Eddie tried suggesting that they transfer the flights to Lisa's parents,
0:32:27 > 0:32:29but was told that wasn't possible, either.
0:32:29 > 0:32:33It just seemed completely unreasonable they wouldn't change the names.
0:32:33 > 0:32:35- Yeah.- We would have happily paid an admin fee.
0:32:35 > 0:32:39Now, on Virgin, unlike some other airlines, with a doctor's note,
0:32:39 > 0:32:43pregnant women can fly right up to 36 weeks.
0:32:43 > 0:32:47But doing so would mean travelling without insurance so close to the due
0:32:47 > 0:32:50date and Lisa and Eddie didn't want take that risk.
0:32:50 > 0:32:54I felt Virgin's kind of response was completely irrational and the fact
0:32:54 > 0:32:56that they said, well, it's not our fault,
0:32:56 > 0:32:58you can still travel, you can still fly.
0:32:58 > 0:33:02Clearly we're not going to be able to fly without travel insurance.
0:33:02 > 0:33:05When we put these points to Virgin and Expedia,
0:33:05 > 0:33:08both companies reiterated that in this instance,
0:33:08 > 0:33:12the fare booked was a non-transferable and non-refundable ticket.
0:33:12 > 0:33:16They added that customers are made aware of any terms and conditions at the
0:33:16 > 0:33:18time of booking, and went on to say
0:33:18 > 0:33:21that if there's a chance changes might be needed,
0:33:21 > 0:33:25a flexible ticket should be booked to avoid any disappointment.
0:33:25 > 0:33:28Expedia also explained that for security reasons,
0:33:28 > 0:33:32the name on a ticket must exactly match the name written in a passport.
0:33:32 > 0:33:35So, in the vast majority of cases,
0:33:35 > 0:33:39even a name amendment will require a new ticket to be issued.
0:33:42 > 0:33:45Well, you can understand why Lisa and Eddie no longer felt they could travel.
0:33:45 > 0:33:50And the experience of Sharon Halls from Ipswich just underlines
0:33:50 > 0:33:53why they were right to be concerned about what might happen.
0:33:53 > 0:33:57Sharon, too, had booked a flight long before becoming pregnant.
0:33:57 > 0:34:01This time to the Dominican Republic and for a very special occasion.
0:34:01 > 0:34:04When I was asked to be maid of honour to my best friend's wedding,
0:34:04 > 0:34:06I was over the moon.
0:34:06 > 0:34:08She'd said she was going to get married abroad,
0:34:08 > 0:34:10which made it all the more exciting.
0:34:10 > 0:34:1413 months after Sharon booked the trip, she found out she was pregnant.
0:34:14 > 0:34:18By the time the wedding came out, she'd be 26 weeks.
0:34:18 > 0:34:21So, determined not to miss out on her friend's big day,
0:34:21 > 0:34:25she checked with her doctor that she would still be safe to travel.
0:34:25 > 0:34:28We knew we were OK to fly.
0:34:28 > 0:34:32I wouldn't have gone if they'd said, "No, you're not fit to fly."
0:34:36 > 0:34:40After being given the medical all clear, Sharon and her partner, Daniel,
0:34:40 > 0:34:43double-checked with their insurer that they'd be covered for any hospital
0:34:43 > 0:34:47bills should she go into labour whilst in the Dominican Republic.
0:34:47 > 0:34:49And after confirming that she would be,
0:34:49 > 0:34:52the couple decided to go ahead with the trip.
0:34:52 > 0:34:54The holiday was great.
0:34:54 > 0:34:58Beautiful beaches, sun all day.
0:34:58 > 0:34:59Just relaxing, really.
0:35:00 > 0:35:04But two days before the couple were due to return to the UK,
0:35:04 > 0:35:06Sharon went into labour.
0:35:06 > 0:35:08We were completely in denial.
0:35:08 > 0:35:10I was like, "She can't give birth now. She can't give birth now.
0:35:10 > 0:35:12"This is too early."
0:35:12 > 0:35:14I didn't want to...
0:35:14 > 0:35:15to give birth there,
0:35:15 > 0:35:16I had a birth plan!
0:35:16 > 0:35:19Of course, all plans went out of the window
0:35:19 > 0:35:22and Sharon was rushed to the nearest hospital.
0:35:22 > 0:35:25But it wasn't equipped to deal with a baby born so early.
0:35:25 > 0:35:30It wasn't until we were told by the doctor that they had no facilities
0:35:30 > 0:35:35there for a premature baby that we started to panic, really.
0:35:35 > 0:35:39The nearest premature baby unit was at a private hospital two hours away.
0:35:39 > 0:35:41But before they could move there,
0:35:41 > 0:35:45the couple were told that they'd have to pay 10,000 for their care,
0:35:45 > 0:35:47so they wanted to be sure their insurer would,
0:35:47 > 0:35:50as it had previously suggested, cover the cost.
0:35:50 > 0:35:56It was a race against time because my baby had to wait for us to come up
0:35:56 > 0:35:59with the funds. We were on the phone backwards and forwards to
0:35:59 > 0:36:02the insurance company to try and sort it.
0:36:02 > 0:36:06And they just kept saying, "In theory, we're going to pay."
0:36:06 > 0:36:09So, in theory, that didn't get us moving.
0:36:09 > 0:36:12And we needed to know
0:36:12 > 0:36:14as soon as possible what was going to happen.
0:36:14 > 0:36:17With Sharon getting ever closer to giving birth,
0:36:17 > 0:36:20the couple felt their best choice
0:36:20 > 0:36:23was to try and get the 10,000 together themselves.
0:36:23 > 0:36:26We pulled as much as we could together,
0:36:26 > 0:36:29several credit cards and the rest of it.
0:36:29 > 0:36:33And off we went. We just needed to get there and it was scary.
0:36:33 > 0:36:35Upsetting.
0:36:36 > 0:36:38With the money cobbled together,
0:36:38 > 0:36:41Sharon and Daniel raced to reach the specialist private hospital and they
0:36:41 > 0:36:43arrived with hardly a minute to spare.
0:36:45 > 0:36:49Their baby, Evie, was born on the 28th September 2015
0:36:49 > 0:36:54just over 12 weeks premature and weighing only 2lb 10oz.
0:36:54 > 0:36:57Compared to all the other babies in the room, she was so tiny.
0:36:59 > 0:37:00I couldn't touch her.
0:37:00 > 0:37:02I couldn't hold her.
0:37:02 > 0:37:05It was a good feeling to see her though.
0:37:07 > 0:37:11But Evie needed round-the-clock care and of course that was going to cost
0:37:11 > 0:37:14an extra 2,500 a day.
0:37:14 > 0:37:16Rather than pay that,
0:37:16 > 0:37:19the insurance company recommended that Evie was moved instead to a local
0:37:19 > 0:37:21public hospital which was free.
0:37:21 > 0:37:25But when the family arrived, their first impressions weren't great.
0:37:25 > 0:37:27The level of...
0:37:28 > 0:37:32..I guess sanitation and the equipment,
0:37:32 > 0:37:36it's not what you would imagine.
0:37:36 > 0:37:38- It was a shock. - We thought straightaway,
0:37:38 > 0:37:41"What jeopardy have we put Evie in bringing her here?"
0:37:43 > 0:37:46Believing that Evie would be better cared for in the private hospital,
0:37:46 > 0:37:49but worried that their insurers wouldn't be prepared to pay for it,
0:37:49 > 0:37:53the couple turned to the internet to help raise money to pay the bills.
0:37:54 > 0:38:00The fund was initially too obviously pay for Evie's medical care costs,
0:38:00 > 0:38:02to get her back into the private hospital.
0:38:02 > 0:38:03Evie. Good girl.
0:38:03 > 0:38:05Good girl.
0:38:06 > 0:38:10But after meeting the dedicated team of doctors and nurses at the public hospital,
0:38:10 > 0:38:14the couple were reassured that this was the best place for Evie
0:38:14 > 0:38:16to be cared for, after all.
0:38:16 > 0:38:18And there was no need to pay privately.
0:38:19 > 0:38:22And within seven days of Sharon going into early labour,
0:38:22 > 0:38:26their insurers did agree to pay that initial 10,000,
0:38:26 > 0:38:29plus any other expenses relating to Evie's care.
0:38:31 > 0:38:34That financial support turned out to be invaluable.
0:38:34 > 0:38:38Evie's health complications meant it was four months until they made it
0:38:38 > 0:38:39back home.
0:38:41 > 0:38:46It was amazing to just know that we were finally taking her back to see
0:38:46 > 0:38:48people who... Like his mum.
0:38:49 > 0:38:50Yeah, my family, your family.
0:38:50 > 0:38:54- Yeah.- Friends. The people that were on the wedding with us there,
0:38:54 > 0:38:57- as well.- Finally meeting little Evie.
0:38:57 > 0:38:58Are you on the slide?
0:38:58 > 0:39:00Now back home in the UK,
0:39:00 > 0:39:03the website set up to raise cash for Evie continued,
0:39:03 > 0:39:07but any money raised was instead sent to help local charities,
0:39:07 > 0:39:11as well as to the public hospital that looked after Evie in the Dominican Republic.
0:39:11 > 0:39:14So far, £75,000 has been donated
0:39:14 > 0:39:19and Evie is now thriving after a difficult start to life.
0:39:19 > 0:39:20Evie's great.
0:39:20 > 0:39:22She's a bubbly little girl.
0:39:22 > 0:39:24Always quite content.
0:39:24 > 0:39:26She was a fighter from the beginning.
0:39:26 > 0:39:29And she'll continue to be a fighter, I'll make sure of that.
0:39:30 > 0:39:33But for women wondering whether to travel while pregnant,
0:39:33 > 0:39:37financial expert Sarah Pennells says it's essential to ask insurers
0:39:37 > 0:39:42the right questions in advance to identify what the level of cover might be.
0:39:43 > 0:39:46One of the big problems I think for anybody who's thinking of buying
0:39:46 > 0:39:50travel insurance when they are likely to be pregnant is that it varies so
0:39:50 > 0:39:52widely between insurers.
0:39:52 > 0:39:55Now, one of the big things that varies as the range of complications
0:39:55 > 0:39:59that they'll cover. Some will pay out for quite a wide range,
0:39:59 > 0:40:00some for much narrower.
0:40:00 > 0:40:05And also, in terms of what they will pay out if your holiday has to be
0:40:05 > 0:40:09cancelled. The kind of level of medical advice that you have to have
0:40:09 > 0:40:10before they'll pay out.
0:40:10 > 0:40:14So, my advice for anybody who thinks that they might be pregnant when
0:40:14 > 0:40:17they're going to go on holiday is to have a really good look at the terms
0:40:17 > 0:40:20and conditions of any insurance policy.
0:40:20 > 0:40:22It's not the most romantic thing to do, by any means,
0:40:22 > 0:40:26but I think you will thank yourself if you need to make a claim afterwards.
0:40:27 > 0:40:31But Eddie and Lisa whose baby boy Ethan is now four months old think that
0:40:31 > 0:40:36airlines and insurers should be more flexible if, as happened to them,
0:40:36 > 0:40:38plans suddenly need to change.
0:40:38 > 0:40:41I'm sure there's lots of other couples that this has happened to
0:40:41 > 0:40:42- the past.- Yeah.
0:40:42 > 0:40:45I think something needs to change in terms of the rules for the future,
0:40:45 > 0:40:48to make sure other people don't get stuck in this
0:40:48 > 0:40:51- same unfortunate position that we've been put in, really.- Yeah.
0:40:59 > 0:41:02If you've got a story you'd like us to investigate,
0:41:02 > 0:41:04we now have even more ways to get in touch.
0:41:04 > 0:41:08You can join in the conversation on our Facebook page.
0:41:08 > 0:41:10Just look for BBC Rip Off Britain.
0:41:11 > 0:41:13As well as the most up-to-date news,
0:41:13 > 0:41:16you'll also find exclusive behind-the-scenes clips and pictures
0:41:16 > 0:41:18from the show.
0:41:19 > 0:41:21Or you can log onto our website,
0:41:21 > 0:41:24bbc.co.uk/ripoffbritain,
0:41:24 > 0:41:28where there's plenty of advice and fact sheets full of tips on how to
0:41:28 > 0:41:30avoid getting ripped off.
0:41:30 > 0:41:33If you'd like to send us an e-mail, then our address is...
0:41:37 > 0:41:41Or, if you want to send us a letter, then our new address is...
0:41:52 > 0:41:56Well, I know they say that lightning does not strike in the same place
0:41:56 > 0:41:58twice, but I don't know about you,
0:41:58 > 0:42:02I have to say that after hearing about the awful consequences of that fire
0:42:02 > 0:42:04in the French chateau that we saw earlier,
0:42:04 > 0:42:06I am certainly going to be
0:42:06 > 0:42:10double-checking the details of both my travel and my home insurance
0:42:10 > 0:42:12the next time I go away. How about you, Gloria?
0:42:12 > 0:42:15You won't be on your own because I'll be checking mine as well.
0:42:15 > 0:42:17Because there's such a strong warning.
0:42:17 > 0:42:19And every one of the stories that we've looked at today really does
0:42:19 > 0:42:21underline how important it is to
0:42:21 > 0:42:24make sure that when you're getting travel insurance
0:42:24 > 0:42:26that first of all you're getting the right kind,
0:42:26 > 0:42:28and crucially from the right date.
0:42:28 > 0:42:32And remember the only way that you'll be covered if you do need to cancel
0:42:32 > 0:42:35is if you take it out from the very moment that you book your holiday.
0:42:35 > 0:42:38Well, with that precious nugget of advice,
0:42:38 > 0:42:40I'm afraid we've reached the end of today's programme.
0:42:40 > 0:42:44We'll be back very soon to investigate more of the stories you've asked us
0:42:44 > 0:42:45to look into on your behalf.
0:42:45 > 0:42:49But in the meantime, do keep letting us know your own experiences.
0:42:49 > 0:42:52We look at every single one and its on that basis that we decide what we're
0:42:52 > 0:42:54going to cover in the future, isn't it?
0:42:54 > 0:42:57And I loved today's programme because of the diversity.
0:42:57 > 0:43:00I love when people share their stories and of course it prevents other people being in a trap.
0:43:00 > 0:43:03- Absolutely. It helps everybody. - It does.
0:43:03 > 0:43:04And it's all down to you.
0:43:04 > 0:43:06Well, that was like all from us.
0:43:06 > 0:43:09From all of the three of us in sunny Tenerife, goodbye.
0:43:09 > 0:43:10- Bye-bye.- Goodbye.