0:00:02 > 0:00:04We asked you who's left you feeling ripped off when it comes to
0:00:04 > 0:00:07your holidays, and you came back with a
0:00:07 > 0:00:08catalogue of travel disasters.
0:00:08 > 0:00:11Holidays are supposed to be a time of relaxing,
0:00:11 > 0:00:13not a time of more stress, and certainly not a time of stress
0:00:13 > 0:00:15whilst you're away.
0:00:15 > 0:00:17It's just annoying, that you think, "What next?
0:00:17 > 0:00:19"What are they going to put a charge on next?"
0:00:21 > 0:00:24So, whether it's a deliberate rip-off,
0:00:24 > 0:00:26a simple mistake or a catch in the small print,
0:00:26 > 0:00:30we'll find out why you're out of pocket and what you can do about it.
0:00:31 > 0:00:33Your stories, your money.
0:00:33 > 0:00:35This is Rip-Off Britain.
0:00:36 > 0:00:39Hello, and welcome once again to Rip-Off Britain.
0:00:39 > 0:00:43Although, as you've probably already spotted, this series,
0:00:43 > 0:00:45we're not in Britain, but Tenerife.
0:00:45 > 0:00:48We're here to investigate some of your stories to do with travel and
0:00:48 > 0:00:50holidays. And, today, we're looking at problems
0:00:50 > 0:00:53that crop up before you've even stepped onto the plane,
0:00:53 > 0:00:57because they're all to do with unexpected disasters at the airport.
0:00:57 > 0:01:02Because airports are often stressful, crowded and confusing.
0:01:02 > 0:01:05And they don't always get you in the holiday mood.
0:01:05 > 0:01:08Indeed, there are lots of people who've given up going abroad,
0:01:08 > 0:01:10just to avoid having to go through them in the first place.
0:01:10 > 0:01:14And it really is true that if something goes wrong at that stage,
0:01:14 > 0:01:16before you've even left the country,
0:01:16 > 0:01:20it can put a real dampener on the start of your trip.
0:01:20 > 0:01:23It's clear that some airports are working hard to improve the
0:01:23 > 0:01:26entire experience. So, as well as some surprising revelations
0:01:26 > 0:01:29to do with things we could all get caught out by
0:01:29 > 0:01:32before we even take off, we'll also take an exclusive look
0:01:32 > 0:01:35behind the scenes at some of the ways they're trying
0:01:35 > 0:01:36to make things better.
0:01:36 > 0:01:39Particularly for those who need that the most.
0:01:41 > 0:01:44Coming up - after one family's brush with security
0:01:44 > 0:01:47led to them missing their flight, we cut through the
0:01:47 > 0:01:51continuing confusion over what you can and can't take on a plane.
0:01:51 > 0:01:54We said, "Well, what do we do now?
0:01:54 > 0:01:56"We've missed it, what do we do?"
0:01:56 > 0:01:59So, he said, "We can book you on another flight tomorrow morning,
0:01:59 > 0:02:01"exactly the same, but you have to pay."
0:02:02 > 0:02:06And, if the hi-tech chip in your passport suddenly stops working,
0:02:06 > 0:02:09should it be you that has to stump up for a new one?
0:02:09 > 0:02:11I'm in a bit of a tricky situation,
0:02:11 > 0:02:15but the alternative is to fork out for a new passport
0:02:15 > 0:02:18and spend all that money, when, actually, what if I have
0:02:18 > 0:02:19the same problem again?
0:02:23 > 0:02:26It seems incredible to think that nearly 16 years have passed
0:02:26 > 0:02:30since the September 11th terrorist attacks on the US.
0:02:30 > 0:02:33That date marked not only a pivotal turning point
0:02:33 > 0:02:37in world events, but also the moment that triggered a complete overhaul
0:02:37 > 0:02:41of airport security. Since then, many measures have been introduced
0:02:41 > 0:02:45to ensure that flying remains the safest way to travel,
0:02:45 > 0:02:48from biometric security to full-body scans.
0:02:48 > 0:02:52And, of course, there's the one that most of us will be familiar with -
0:02:52 > 0:02:55limits on what liquids and toiletries you're allowed to take
0:02:55 > 0:02:57onto the plane.
0:02:57 > 0:03:00It's all completely understandable and necessary, of course,
0:03:00 > 0:03:03but some of you have contacted us to say you're confused
0:03:03 > 0:03:06about those rules on liquids, unsure of what and how much
0:03:06 > 0:03:07is allowed on board.
0:03:10 > 0:03:14The check for potentially dangerous items, just before security,
0:03:14 > 0:03:17has become a familiar part of airport travel.
0:03:17 > 0:03:21But even if you're confident you know what is and isn't permitted,
0:03:21 > 0:03:23you can get caught out by the rules,
0:03:23 > 0:03:25and end up having something confiscated.
0:03:27 > 0:03:31I think it's a bit silly, I have a little, tiny liquid and a deodorant,
0:03:31 > 0:03:34and it would be quite easy to see and know that it's deodorant.
0:03:34 > 0:03:37So it's always a bit of a hassle to do this.
0:03:37 > 0:03:40With all the attacks there's been in airports,
0:03:40 > 0:03:42you might as well be as safe as possible.
0:03:42 > 0:03:45There's nothing more infuriating than standing behind people
0:03:45 > 0:03:48in a queue, and their bag's held up cos they've got bottles of water
0:03:48 > 0:03:50and bottles of perfume. It's been in place long enough
0:03:50 > 0:03:53that we should all know. And it's for our own safety.
0:03:53 > 0:03:57Every year, hundreds of tonnes of banned substances end up
0:03:57 > 0:04:00having to be dumped by passengers at the last minute.
0:04:00 > 0:04:03And the items that prove contentious aren't necessarily
0:04:03 > 0:04:05the ones you might expect.
0:04:07 > 0:04:08Enjoying your milk?
0:04:09 > 0:04:14Eva Fernandez, from Barry Island in South Wales, is 16 months old.
0:04:14 > 0:04:16But when she, her grandmother, Yvonne Delaney,
0:04:16 > 0:04:20and other family members were jetting off to Barcelona,
0:04:20 > 0:04:21she was aged just three months.
0:04:21 > 0:04:24Her life would revolve around milk,
0:04:24 > 0:04:27so that bottle's very important to her.
0:04:27 > 0:04:31So, when we go away or when we go anywhere,
0:04:31 > 0:04:36we always have the bottle ready, just in case we're held up anywhere.
0:04:38 > 0:04:41Eva's grandparents had planned a four-day trip to Spain
0:04:41 > 0:04:45as a pick-me-up after what had been a difficult pregnancy,
0:04:45 > 0:04:49when even Eva's mum, Caroline, developed pre-eclampsia.
0:04:49 > 0:04:53Pre-eclampsia could kill the baby and the mother.
0:04:53 > 0:04:56We didn't realise until very late in the pregnancy that she was suffering
0:04:56 > 0:04:57from this.
0:04:59 > 0:05:03They booked early morning flights through easyJet from Luton,
0:05:03 > 0:05:07packing two cartons of milk formula powder and some liquid milk for Eva
0:05:07 > 0:05:09in their hand luggage.
0:05:09 > 0:05:12We'd already checked in online, we had all the documentation.
0:05:12 > 0:05:15Our flight was 6.50.
0:05:15 > 0:05:17We must have checked in about 4.45.
0:05:17 > 0:05:20Then we went to security, and that's where it
0:05:20 > 0:05:22all went horribly wrong.
0:05:22 > 0:05:25A security officer screened their pram and hand luggage.
0:05:27 > 0:05:30They'd taken the pram away, which was not a problem.
0:05:30 > 0:05:35And then, obviously, individually, we were screened,
0:05:35 > 0:05:38and then they started on the milk formula.
0:05:39 > 0:05:42Took away one box.
0:05:42 > 0:05:45You might think powdered milk would cause no problem at security.
0:05:45 > 0:05:48After all, it's not on the list of items that are banned.
0:05:48 > 0:05:51But it could, potentially, be mistaken
0:05:51 > 0:05:53for other banned substances, including drugs.
0:05:53 > 0:05:57I'm a lay person, don't know anything about narcotics.
0:05:57 > 0:05:59But it's baby formula.
0:06:01 > 0:06:03But, of course, time was going on then
0:06:03 > 0:06:05through security, we knew it was.
0:06:05 > 0:06:07The team returned with an all-clear for the carton of powder
0:06:07 > 0:06:08they'd analysed.
0:06:10 > 0:06:15We thought we were ready to go, we were getting geared up to leave.
0:06:15 > 0:06:19Then they took the other carton for analysis.
0:06:19 > 0:06:24Time was ticking by, so we tried to alert easyJet personnel to say,
0:06:24 > 0:06:26"Look, we need to catch this flight."
0:06:26 > 0:06:29But we didn't get any sort of...
0:06:29 > 0:06:32No, they just ambled through.
0:06:32 > 0:06:36We were just losing hope, really, that we'd get to the gate.
0:06:36 > 0:06:39I remember Caroline saying, "Well, we could still make it,
0:06:39 > 0:06:42"because we've still got some time."
0:06:42 > 0:06:46When we got there, a person from easyJet was there to say, you know,
0:06:46 > 0:06:48"It's too late, the gate's closed now."
0:06:48 > 0:06:50But we said, "But we've still got some time,
0:06:50 > 0:06:52"and our baggage is on there."
0:06:52 > 0:06:53And she said, "No, it's closed."
0:06:53 > 0:06:58It was just very disappointing, very disappointing.
0:06:58 > 0:07:01And the incident had an expensive sting in the tail,
0:07:01 > 0:07:03when they spoke to the man on the easyJet desk.
0:07:03 > 0:07:06We said, "Well, what do we do now?
0:07:06 > 0:07:07"We've missed it, what do we do?"
0:07:07 > 0:07:11So, he said, "We can book you on another flight in the morning,
0:07:11 > 0:07:13"exactly the same, but you have to pay."
0:07:13 > 0:07:15They just washed their hands of it.
0:07:15 > 0:07:16It's easyJet's line, isn't it?
0:07:16 > 0:07:20It's your responsibility to get to the gate.
0:07:20 > 0:07:23The family had to pay for another night in the airport hotel
0:07:23 > 0:07:25to make the early flight time, plus, of course,
0:07:25 > 0:07:27for the flights themselves.
0:07:27 > 0:07:33It cost us £250 for the hotel for the night
0:07:33 > 0:07:34for the two rooms.
0:07:34 > 0:07:39And then it cost us a further £250 for the flights.
0:07:39 > 0:07:40So £500.
0:07:40 > 0:07:44The most disappointing point was that we were actually...
0:07:44 > 0:07:46We weren't in Barcelona.
0:07:46 > 0:07:50You've missed the flight, and you've actually missed the holiday.
0:07:50 > 0:07:56You know you've missed one whole day and night in the hotel in Barcelona.
0:07:56 > 0:08:01Well, easyJet's version of events isn't quite the same as Yvonne's
0:08:01 > 0:08:04as the airline say all this stemmed from the family arriving too late
0:08:04 > 0:08:07at the airport, leaving only six minutes to clear security
0:08:07 > 0:08:10before they needed to be at the gate.
0:08:10 > 0:08:12It went on to say that it always asks that...
0:08:20 > 0:08:23That was reiterated by Luton Airport, which,
0:08:23 > 0:08:24while stressing that...
0:08:28 > 0:08:32..told us it recommends allowing two to three hours to drop off baggage
0:08:32 > 0:08:34and pass through security,
0:08:34 > 0:08:38adding that home-prepared bottles of sterilised breast or cow's milk
0:08:38 > 0:08:43above 100ml are permitted for those travelling with infants.
0:08:43 > 0:08:45The airport also said that those travelling with formula
0:08:45 > 0:08:49should ensure it's available for inspection, and...
0:08:54 > 0:08:58Yvonne's story is a reminder that we all risk security delays if there's
0:08:58 > 0:09:00anything in our hand luggage an officer might think
0:09:00 > 0:09:02could be prohibited.
0:09:02 > 0:09:06But, a decade on from the terrorist threat which first led to the ban on
0:09:06 > 0:09:08liquids, aerosols and gels,
0:09:08 > 0:09:11it's clear there's still confusion over what can and can't
0:09:11 > 0:09:13be carried in your hand luggage,
0:09:13 > 0:09:16resulting in all these goods being confiscated on the way to the gate.
0:09:19 > 0:09:21The controls were introduced in 2006,
0:09:21 > 0:09:26after a terrorist plot to create an explosive device on board from
0:09:26 > 0:09:30hazardous ingredients, carried in seemingly ordinary containers.
0:09:30 > 0:09:34So how much do passengers here at Manchester Airport know about what's
0:09:34 > 0:09:36banned and what isn't?
0:09:36 > 0:09:39We put some of them to the test, with the help of our travel guru,
0:09:39 > 0:09:40Simon Calder.
0:09:44 > 0:09:47Even though the LAGs rules - liquids, aerosols and gels -
0:09:47 > 0:09:49have been with us for over a decade now,
0:09:49 > 0:09:52there's still huge amounts of confusion about what's allowed
0:09:52 > 0:09:54and what isn't.
0:09:54 > 0:09:58For instance, here's a snow globe and a grapefruit.
0:09:58 > 0:10:02Similar volumes. Is either allowed? Are both allowed?
0:10:02 > 0:10:05I'm going to ask the Great British public what they think.
0:10:07 > 0:10:09I'm going to start off with this.
0:10:09 > 0:10:11- Banned.- Banned.
0:10:11 > 0:10:14- Banned.- I'd say it's probably allowed.
0:10:14 > 0:10:15I'd say it's probably banned.
0:10:15 > 0:10:17- Yep, banned.- Banned, it is.
0:10:17 > 0:10:20More water gets thrown away than anything else.
0:10:20 > 0:10:21There is an easy way around it.
0:10:21 > 0:10:24I always take an empty water bottle through the security checkpoint,
0:10:24 > 0:10:26which, of course, is allowed,
0:10:26 > 0:10:29and then ask the nice people at a cafe or restaurant
0:10:29 > 0:10:32to fill it up with water, which they do, with a smile.
0:10:34 > 0:10:38Also on the subject of liquids, allowed or banned?
0:10:38 > 0:10:41- Banned.- I'd say banned cos it's got liquid in it.
0:10:41 > 0:10:43That amount, allowed.
0:10:43 > 0:10:45Right, OK. I know why you're saying that,
0:10:45 > 0:10:47cos that's clearly less than 100ml.
0:10:47 > 0:10:50But, it's the size of the container that counts, so, I'm afraid,
0:10:50 > 0:10:53you're wrong, but it's understandable.
0:10:53 > 0:10:56We've got two things, very similar volume.
0:10:56 > 0:10:59Not allowed.
0:10:59 > 0:11:00I'm going to say allowed, it's food.
0:11:00 > 0:11:02Banned.
0:11:02 > 0:11:05- I'd say that's allowed.- Allowed.
0:11:05 > 0:11:08Yep, ooh, I'm afraid, Linda, it's allowed.
0:11:08 > 0:11:11Definitely is. Also very good for you, lots of vitamin C.
0:11:11 > 0:11:12Good for a long flight.
0:11:12 > 0:11:14What about this lovely chap?
0:11:14 > 0:11:17Erm, I would say that's probably banned.
0:11:17 > 0:11:19I think it might be allowed, actually.
0:11:19 > 0:11:21- Banned.- Right.
0:11:21 > 0:11:23- Oh, Linda...- I'm wrong again!
0:11:23 > 0:11:24No, I'm so sorry!
0:11:25 > 0:11:28That's right, the snow globe is also on the banned list,
0:11:28 > 0:11:30and should go into the hold.
0:11:30 > 0:11:32It just shows how much confusion there is.
0:11:32 > 0:11:34Because the security staff can't tell
0:11:34 > 0:11:39what the volume is, they'll just say it's banned.
0:11:39 > 0:11:42Let's see if they do any better with these next items.
0:11:42 > 0:11:44From liquids to sharps,
0:11:44 > 0:11:48and here we have nail scissors and a Swiss Army knife.
0:11:48 > 0:11:50- ALL:- Banned.
0:11:50 > 0:11:52Well, no.
0:11:52 > 0:11:57These are both allowed because the blade is less than 6cm,
0:11:57 > 0:11:59just over a couple of inches.
0:11:59 > 0:12:01Now, having said that,
0:12:01 > 0:12:06security staff may confiscate other stuff if they consider it a risk,
0:12:06 > 0:12:10even if it normally is allowed through hand luggage.
0:12:10 > 0:12:12Love it or hate it, Marmite.
0:12:12 > 0:12:14- Hate it.- You hate it, OK.
0:12:14 > 0:12:15Should be banned.
0:12:16 > 0:12:19OK, allowed or banned? Whether or not you like it.
0:12:19 > 0:12:21I'd say it's probably allowed.
0:12:21 > 0:12:23- Yeah.- Yeah, allowed.
0:12:23 > 0:12:25No.
0:12:25 > 0:12:28It's 125ml of gel, they count it as.
0:12:28 > 0:12:32And so, therefore, they won't let it through.
0:12:34 > 0:12:41And, finally, this is baby milk, 200ml, allowed or banned?
0:12:41 > 0:12:44Allowed, I'm going to say allowed, because you need it.
0:12:44 > 0:12:45Banned.
0:12:45 > 0:12:50Alan, I'm glad to see you're defiantly sticking to your answers,
0:12:50 > 0:12:53but, again, you're wrong. Assuming you've got a baby, that is,
0:12:53 > 0:12:56you're allowed to take a reasonable quantity of baby milk,
0:12:56 > 0:12:58even if it's above 100ml.
0:12:58 > 0:13:00So this is allowed.
0:13:03 > 0:13:04Quite alarming results here.
0:13:04 > 0:13:07I've just totalled them up, and half the time
0:13:07 > 0:13:10people are wrong about what's allowed and what isn't allowed
0:13:10 > 0:13:11through the security check.
0:13:11 > 0:13:15Of course, make sure, online, that you know what the rules are.
0:13:15 > 0:13:19Bear in mind that they may be different when you're coming back
0:13:19 > 0:13:22from when you're leaving Britain. And, if in doubt,
0:13:22 > 0:13:24leave it out or put it in your checked baggage.
0:13:26 > 0:13:29Of course, it's not just the people we tested who get this wrong.
0:13:29 > 0:13:32In fact, Manchester Airport says that passengers failing to follow
0:13:32 > 0:13:36the rules on liquids occupies more of their security officers' time
0:13:36 > 0:13:38than any other issue.
0:13:38 > 0:13:41I think it's fair to say that it does cause some frustration
0:13:41 > 0:13:45for our customers. However, what we do find is
0:13:45 > 0:13:47most people understand that the safety and security
0:13:47 > 0:13:49is of our utmost importance.
0:13:49 > 0:13:53We can't quantify the actual cost of this operation to us as
0:13:53 > 0:13:56an airport, but just to give an indication, on average,
0:13:56 > 0:14:01one in five trays do get rejected as a result of liquids and gels.
0:14:01 > 0:14:04And they then need to be taken off the load and rescreened,
0:14:04 > 0:14:08which does cause operational challenges during busy times.
0:14:11 > 0:14:14At Manchester, a staggering 80 wheelie bins a day
0:14:14 > 0:14:16are sent off for recycling.
0:14:16 > 0:14:19Some of them are driven away by Andy Dwyer,
0:14:19 > 0:14:21of Mitie waste and environmental.
0:14:23 > 0:14:25The stuff that people turn up with, I mean,
0:14:25 > 0:14:27we have a collection from the terminals which is called
0:14:27 > 0:14:30the sharps collection. In the sharps collections,
0:14:30 > 0:14:32it's just knives and forks, which people are going to
0:14:32 > 0:14:34the holiday homes with.
0:14:34 > 0:14:36They don't put them in their suitcases,
0:14:36 > 0:14:39they put them in their hand luggage, for some strange reason,
0:14:39 > 0:14:41don't really know why. Their suntan lotions, they put them
0:14:41 > 0:14:42in their hand luggage.
0:14:42 > 0:14:45Why would you do that? Put them in your suitcase.
0:14:45 > 0:14:47This is where the dumped material is brought,
0:14:47 > 0:14:51to a site just outside the airport, where it's crushed,
0:14:51 > 0:14:52and the liquid is drained off.
0:14:54 > 0:14:56Everything we collect, that is recyclable,
0:14:56 > 0:14:59comes into this hazardous waste compound.
0:15:00 > 0:15:03For example, passengers bring lighters.
0:15:03 > 0:15:05They are allowed to take a lighter on board
0:15:05 > 0:15:06if it's in a clear bag.
0:15:06 > 0:15:09Unfortunately, not everybody listens to that.
0:15:09 > 0:15:12These are the plastic bottles, this is the end product,
0:15:12 > 0:15:14if you will, the bales that we do weekly.
0:15:14 > 0:15:16Same thing again with the cans.
0:15:16 > 0:15:18Aluminium and steel.
0:15:20 > 0:15:21It's such a lot of waste,
0:15:21 > 0:15:25cos people don't think about what they're bringing to the airport.
0:15:25 > 0:15:28So will the ban on liquids go on forever?
0:15:28 > 0:15:31Well, the Department for Transport says it keeps security measures
0:15:31 > 0:15:33under constant review,
0:15:33 > 0:15:36and it would encourage all passengers to plan their trips
0:15:36 > 0:15:40and check with their airline on restrictions before setting off.
0:15:40 > 0:15:42How does the future look?
0:15:42 > 0:15:45Well, the airports and the airlines are working toward
0:15:45 > 0:15:47something called smart security,
0:15:47 > 0:15:50so you won't need to worry about liquids any more.
0:15:50 > 0:15:52You'll just walk through a corridor,
0:15:52 > 0:15:54all the way from check-in to departures,
0:15:54 > 0:15:57pretty unaware that you're being screened.
0:15:57 > 0:15:59When's that going to happen?
0:15:59 > 0:16:02I absolutely don't know, neither do they.
0:16:02 > 0:16:03But, in the meantime,
0:16:03 > 0:16:07all you can do is do your best to know what the rules are.
0:16:13 > 0:16:15I'm sure none of you need reminding that,
0:16:15 > 0:16:18if you're going to be going on holiday outside of the UK,
0:16:18 > 0:16:21you aren't going to get very far without one of these -
0:16:21 > 0:16:23a passport. Indeed, over the last decade,
0:16:23 > 0:16:27each new one issued has included a biometric chip.
0:16:27 > 0:16:31It's designed to be scanned at customs to make the whole process
0:16:31 > 0:16:33a lot quicker and more secure.
0:16:33 > 0:16:36But though the passport itself is valid for ten years,
0:16:36 > 0:16:39some of you have found that the chip inside
0:16:39 > 0:16:41can fail long before then.
0:16:41 > 0:16:44Which, as far as some countries are concerned,
0:16:44 > 0:16:47means that the passport is invalid.
0:16:47 > 0:16:52So we've taken a close look at why these chips just might go wrong,
0:16:52 > 0:16:55and what to do if yours could also be affected.
0:16:59 > 0:17:02The passport is perhaps the most enduring feature
0:17:02 > 0:17:04of international travel,
0:17:04 > 0:17:06and has been key to giving us access
0:17:06 > 0:17:08to faraway lands for centuries.
0:17:09 > 0:17:13And for Ali Mahoney, her passport isn't just an essential requirement,
0:17:13 > 0:17:15it's a reminder of all the interesting places
0:17:15 > 0:17:17she's visited around the world.
0:17:19 > 0:17:22Indonesia's stamp is probably the most attractive stamp that I had
0:17:22 > 0:17:25in the passport. I've also got the stamp for Argentina,
0:17:25 > 0:17:29when I went to Buenos Aires, which was a really interesting week away.
0:17:29 > 0:17:32Another fond memory is from Fiji.
0:17:32 > 0:17:34But on her last few trips abroad,
0:17:34 > 0:17:38her passport hasn't been giving her the smooth passage through customs
0:17:38 > 0:17:41that she's been used to. Though she didn't initially realise
0:17:41 > 0:17:44the significance, her problems began on her return
0:17:44 > 0:17:46from a skiing holiday in 2015.
0:17:48 > 0:17:52On my way back from Geneva was the first time that I was stopped
0:17:52 > 0:17:54and kind of interrogated in more depth.
0:17:54 > 0:17:57It made me feel pretty uncomfortable and quite embarrassed.
0:17:57 > 0:18:00But, at that time, I wasn't thinking it was a problem with my passport,
0:18:00 > 0:18:02I was thinking perhaps there was a problem
0:18:02 > 0:18:04that they found with me and my travel.
0:18:06 > 0:18:09But a month later, on her way back from a trip to Malta,
0:18:09 > 0:18:12Ali was stopped at passport control again.
0:18:14 > 0:18:17Similar thing happened at the passport control.
0:18:17 > 0:18:19I was stopped at the desk.
0:18:19 > 0:18:21It wasn't the usual quick pass through.
0:18:21 > 0:18:25Again, it was quite an in-depth interrogation,
0:18:25 > 0:18:27and the passport being flicked through, several pages,
0:18:27 > 0:18:30lots of different questions.
0:18:30 > 0:18:33And it was at that time that the officer suggested that, perhaps,
0:18:33 > 0:18:35there might be a problem with the chip in my passport,
0:18:35 > 0:18:38which made me think, "OK, perhaps it it's not me,
0:18:38 > 0:18:40"perhaps it is actually my passport."
0:18:40 > 0:18:45The officer suggested that the biometric chip in her passport -
0:18:45 > 0:18:48the technology that stores all the personal information about you -
0:18:48 > 0:18:50might not be working.
0:18:50 > 0:18:54So when she got home, Ali did some online research into these chips,
0:18:54 > 0:18:58and found that they may not always be as robust as you might expect.
0:19:00 > 0:19:02Through some of the research that I did online,
0:19:02 > 0:19:03there were question marks
0:19:03 > 0:19:06over whether the chips could withstand the
0:19:06 > 0:19:08real-life usage of a ten-year passport,
0:19:08 > 0:19:11and that's what made me contact the Passport Office
0:19:11 > 0:19:14and ask for them to look into my passport.
0:19:14 > 0:19:18After an investigation, the Passport Office got back to Ali, saying that,
0:19:18 > 0:19:22while normally the chips are covered by a warranty that lasts as long as
0:19:22 > 0:19:25the passport itself - usually ten years - in her case,
0:19:25 > 0:19:27that wasn't going to apply.
0:19:27 > 0:19:29She was told she must have damaged the chip
0:19:29 > 0:19:31and, as such, the warranty was void,
0:19:31 > 0:19:34and she'd have to stump up the cost of a replacement.
0:19:34 > 0:19:37When they returned it and said that I'd caused the damage
0:19:37 > 0:19:40and it made the chip not work any more,
0:19:40 > 0:19:42I was so frustrated.
0:19:42 > 0:19:46I keep my passport in a leather wallet when I'm travelling
0:19:46 > 0:19:50and when I'm at home, so it's always stored nice and safe.
0:19:50 > 0:19:53It's not rolling around in a bag or anything like that -
0:19:53 > 0:19:57it's always kept in good condition, because it has to,
0:19:57 > 0:19:59it has to last me ten years.
0:19:59 > 0:20:03But Ali couldn't see why she should have to fork out for a new passport
0:20:03 > 0:20:05only four years after getting the last one.
0:20:05 > 0:20:07Not least when, as far as she's concerned,
0:20:07 > 0:20:11she really has done her best to keep it in good condition.
0:20:11 > 0:20:13I sent it off a second time
0:20:13 > 0:20:16with a letter highlighting the fact that the damage -
0:20:16 > 0:20:17or the so-called damage -
0:20:17 > 0:20:21was so small that it was barely visible to the human eye, and that,
0:20:21 > 0:20:26as a consumer, as someone who paid quite a lot of money for this new
0:20:26 > 0:20:30biometric passport, that I felt that I should be given a replacement.
0:20:30 > 0:20:31I was really annoyed at that point,
0:20:31 > 0:20:35and I was hoping for a more positive response.
0:20:35 > 0:20:37But the Passport Office refused to budge,
0:20:37 > 0:20:40insisting that the only option was to buy a new one.
0:20:40 > 0:20:42Ali is simply not prepared to do that.
0:20:42 > 0:20:45But the decision to stick to her guns and continue using the old one,
0:20:45 > 0:20:47fault and all, means, at best,
0:20:47 > 0:20:51she risks further interrogations on future trips abroad.
0:20:51 > 0:20:54And at worst, some countries might not even let her in
0:20:54 > 0:20:56without a biometric chip that works.
0:20:56 > 0:20:58I'm in a bit of a tricky situation,
0:20:58 > 0:21:02because I've chosen to keep the passport, travel on it,
0:21:02 > 0:21:06knowing that I could encounter problems at immigration.
0:21:07 > 0:21:12But the alternative is to fork out for a new passport and spend all
0:21:12 > 0:21:15that money, when, actually, what if I have the same problem again?
0:21:15 > 0:21:18So I think I'd rather keep it for the time being,
0:21:18 > 0:21:19do some further investigation.
0:21:23 > 0:21:25Well, to help with her investigations,
0:21:25 > 0:21:28we've arranged for Ali to meet someone who knows a thing or two
0:21:28 > 0:21:30about biometric chips.
0:21:30 > 0:21:34Adam Laurie has been working as a legal hacker for over 30 years.
0:21:34 > 0:21:37He works with big companies to test the security of their products...
0:21:37 > 0:21:40- ALI:- Hey, how you doing? - Hi, I'm Adam, nice to meet you.
0:21:40 > 0:21:42..by trying to hack into them.
0:21:43 > 0:21:46First of all, let's just have a quick look, physically.
0:21:46 > 0:21:48It'll be interesting to see what
0:21:48 > 0:21:50you think of its physical condition.
0:21:50 > 0:21:52Oh, that looks pretty pristine to me.
0:21:52 > 0:21:56So this is one of the new ones, where
0:21:56 > 0:22:00- the passport... The chip's actually in one of the covers.- Yeah.
0:22:01 > 0:22:04Adam thinks that, because the new-style passports have chips
0:22:04 > 0:22:09buried in the front cover, they may be susceptible to more damage.
0:22:09 > 0:22:13And you can see what he means when he compares it to an older version.
0:22:13 > 0:22:16In the older one, it was on the back of the...
0:22:16 > 0:22:17So I've got an old model here.
0:22:19 > 0:22:22- Oh, yeah.- And you can see, it's on its own, separate page,
0:22:22 > 0:22:24and you can really see...
0:22:24 > 0:22:26So that's the back of the ID page...
0:22:26 > 0:22:28- I see.- ..and it's sort of,
0:22:28 > 0:22:31- you know, really thick and hard. - Yeah.
0:22:31 > 0:22:33What's more, in the older passport,
0:22:33 > 0:22:37it's really easy to see what may be wrong with the chip.
0:22:37 > 0:22:40And that's what's actually inside. So you've got an antenna,
0:22:40 > 0:22:45- and you've got a chip, and it's connected by these two wires.- Mm-hm.
0:22:45 > 0:22:47And if you look closely, I mean, you'll see -
0:22:47 > 0:22:49- they're really, really thin.- Sure.
0:22:49 > 0:22:53- So, potentially, they are quite fragile.- Yeah.
0:22:53 > 0:22:57So that's actually a pretty good way of doing it.
0:22:57 > 0:23:00- That's a really solid place, and it's closed inside.- Sure.
0:23:00 > 0:23:03- It's got another cover on either side.- Uh-huh.
0:23:03 > 0:23:05But with the version Ali has,
0:23:05 > 0:23:08there isn't a way of looking at the chip without damaging the passport.
0:23:08 > 0:23:11So all Adam can do is use an electronic scanner,
0:23:11 > 0:23:13like the ones found at customs,
0:23:13 > 0:23:16to see if the chip has any signs of life in it at all.
0:23:16 > 0:23:20- The moment of truth.- OK.- You want to know, is it actually going to work?
0:23:20 > 0:23:21HE INHALES
0:23:21 > 0:23:25- The answer is no. - No.- So that really is dead.
0:23:25 > 0:23:27The Passport Office are not mistaken
0:23:27 > 0:23:30- when they say your chip has failed. - Uh-huh.
0:23:30 > 0:23:34And yet, whilst it's clear that the chip inside isn't working,
0:23:34 > 0:23:37any damage to the outside of the passport is barely visible.
0:23:37 > 0:23:40There's a little bump, just there,
0:23:40 > 0:23:44and if you get the light at the right angle, you can see it.
0:23:44 > 0:23:48So, what might have caused the chip to fail?
0:23:48 > 0:23:50There's a couple of things that could have happened.
0:23:50 > 0:23:53It could have detached the wire where it's connected.
0:23:53 > 0:23:56The second is, it could have actually dented
0:23:56 > 0:24:00into the chip itself, and cracked the silicon.
0:24:01 > 0:24:04But Ali remains convinced that, if the chips are so fragile,
0:24:04 > 0:24:07especially in a document that's inevitably going to get
0:24:07 > 0:24:09the odd knock while you're travelling,
0:24:09 > 0:24:12she should be issued with a new one free of charge.
0:24:12 > 0:24:16- This passport is valid until 2022...- Right.- ..but the chip,
0:24:16 > 0:24:19- from the test that we've done... - Is definitely dead.- ..it's obvious
0:24:19 > 0:24:22that it doesn't work. So in terms of when I travel next...
0:24:23 > 0:24:27..you know, I've got this fear of approaching the gate
0:24:27 > 0:24:29- to pass through.- Yeah.
0:24:29 > 0:24:32As a consumer, I feel that I've been a bit hard done by
0:24:32 > 0:24:34in terms of, well,
0:24:34 > 0:24:36you know, look at the damage, and, you know,
0:24:36 > 0:24:38is that really my fault?
0:24:38 > 0:24:42Well, an obvious question raised by all this is whether the chip in your
0:24:42 > 0:24:43passport might pack up, too.
0:24:43 > 0:24:47And Adam believes that, whilst the latest biometric technology has many
0:24:47 > 0:24:51advantages in terms of security, where the chip is now placed -
0:24:51 > 0:24:52just behind the front cover -
0:24:52 > 0:24:55does mean it may be more susceptible to damage.
0:24:55 > 0:24:58So would you say that the design of the older passport, then,
0:24:58 > 0:25:02is more robust and resilient than the newer design?
0:25:03 > 0:25:05Just looking at them, clearly, you know?
0:25:05 > 0:25:07This is the old design -
0:25:07 > 0:25:11very well-used, quite tatty-looking.
0:25:11 > 0:25:12This is the new design,
0:25:12 > 0:25:15actually looks pretty good condition compared to that one.
0:25:15 > 0:25:19And that one's dead, old one's still perfectly functional.
0:25:19 > 0:25:21They're not robust at all.
0:25:21 > 0:25:25I mean, the chip and the circuit is extremely fragile.
0:25:25 > 0:25:27The passport is probably one of
0:25:27 > 0:25:30the least robust environments
0:25:30 > 0:25:33that you will ever see these things deployed in.
0:25:33 > 0:25:35Well, when we contacted the Home Office,
0:25:35 > 0:25:37it reiterated what Ali was told -
0:25:37 > 0:25:39that if passports are damaged after issue,
0:25:39 > 0:25:42they won't be replaced free of charge.
0:25:42 > 0:25:45But in response to a Freedom Of Information request,
0:25:45 > 0:25:49the Passport Office says it received 4,126 complaints
0:25:49 > 0:25:52about faulty passports since 2012.
0:25:52 > 0:25:54Although it couldn't tell us how many of those
0:25:54 > 0:25:55were due to faulty chips.
0:25:55 > 0:25:58It said, however, that the chips had been subject to tests
0:25:58 > 0:26:02to see how they responded to wear and tear, and, once again,
0:26:02 > 0:26:04said that the chip is generally covered
0:26:04 > 0:26:08by a warranty that lasts the lifetime of a passport.
0:26:08 > 0:26:11But you can see why Ali is left wondering what damage she
0:26:11 > 0:26:15could possibly have caused for that warranty to be invalidated.
0:26:15 > 0:26:19She remains resolute that she won't pay to replace a passport
0:26:19 > 0:26:20that she considers to be faulty...
0:26:20 > 0:26:23- Thanks for all your help, cheers. - No worries.- See you.- Cheers.
0:26:23 > 0:26:27..although, of course, she does worry about the risks
0:26:27 > 0:26:29of continuing to use the old one.
0:26:29 > 0:26:32The whole process has left me feeling really frustrated
0:26:32 > 0:26:35and disappointed and, you know, not listened to.
0:26:35 > 0:26:38And I do worry about travelling.
0:26:38 > 0:26:41But at the same time, I do feel like I should stand up for my rights.
0:26:48 > 0:26:50Still to come on Rip-Off Britain...
0:26:50 > 0:26:54How a ground-breaking in new scheme could transform the stresses of the
0:26:54 > 0:26:57airport for passengers, like this mum and her autistic son.
0:26:58 > 0:27:00The check-in is absolutely my worst nightmare.
0:27:00 > 0:27:02Look at the amount of people.
0:27:02 > 0:27:06So, yeah, I'm kind of worried how we're going to handle this.
0:27:10 > 0:27:12Our travel expert, Simon Calder,
0:27:12 > 0:27:15has all the secrets to save you money on your travels.
0:27:15 > 0:27:18He's full of tips, from everything on how to avoid the crowds,
0:27:18 > 0:27:21to the best way to steer clear of all those tourist traps.
0:27:23 > 0:27:27This time, destinations all the family will enjoy.
0:27:27 > 0:27:29In the olden days,
0:27:29 > 0:27:33the family holiday was centred squarely on parents and children.
0:27:33 > 0:27:37But, in the 21st century, we've gone all multi-generational,
0:27:37 > 0:27:41with grandparents often coming along for the ride.
0:27:41 > 0:27:46So one size doesn't necessarily fit all any more.
0:27:46 > 0:27:50So Simon's been checking out which places around Europe would be
0:27:50 > 0:27:54suitable for mum, dad, grandad, grandma AND the kids.
0:27:56 > 0:28:00The Mediterranean has plenty of locations suitable
0:28:00 > 0:28:04for families with mixed levels of mobility and energy.
0:28:04 > 0:28:07But, for me, there's one place that stands out -
0:28:07 > 0:28:11Marseille is the only city on the Mediterranean
0:28:11 > 0:28:14directly accessible by train from Britain.
0:28:14 > 0:28:17And the six-hour ride, the length of France,
0:28:17 > 0:28:20is an added bonus.
0:28:20 > 0:28:21Marseille is an ancient city,
0:28:21 > 0:28:25but recently it's been made much more accessible for people with
0:28:25 > 0:28:29limited mobility. There's an excellent beach nearby.
0:28:29 > 0:28:32And it's got one of the most atmospheric locations
0:28:32 > 0:28:35for a sundowner and dinner - the old harbour.
0:28:35 > 0:28:38With budget hotels thick on the ground,
0:28:38 > 0:28:41accommodation is excellent value, too.
0:28:41 > 0:28:43If a city doesn't appeal,
0:28:43 > 0:28:46Simon suggests looking into one of the companies that specialise in
0:28:46 > 0:28:50resorts catering for family members who fancy trying out things like
0:28:50 > 0:28:53sailing, and those who prefer relaxing in the sun.
0:28:53 > 0:28:57Consider a beach-side activity holiday,
0:28:57 > 0:29:00where you stay at a property overlooking the sea,
0:29:00 > 0:29:02with most or all of your meals included.
0:29:02 > 0:29:05There's a million activities on offer,
0:29:05 > 0:29:08as well as childcare for younger members of the party,
0:29:08 > 0:29:12and a traditional pool for more sedentary folk
0:29:12 > 0:29:13to lounge around.
0:29:13 > 0:29:17We all know how much more expensive travelling can be during school
0:29:17 > 0:29:21holidays, but Simon's found some less-celebrated destinations, where,
0:29:21 > 0:29:23even at peak times, you can have a fabulous,
0:29:23 > 0:29:26multi-generational holiday on a budget.
0:29:26 > 0:29:30I reckon a close approximation to perfection is the
0:29:30 > 0:29:33northern Spanish city of San Sebastian.
0:29:33 > 0:29:37There's a big, safe beach and, wrapping around it,
0:29:37 > 0:29:40a broad, flat promenade that makes an easy stroll,
0:29:40 > 0:29:45and is also easily manoeuvrable by buggies and wheelchairs.
0:29:46 > 0:29:48The old town in San Sebastian contains
0:29:48 > 0:29:50some of the finest restaurants in Europe,
0:29:50 > 0:29:53as well as lovely, old cafes and bars.
0:29:53 > 0:29:57But there's a big draw for those who are active, too.
0:29:57 > 0:30:00The hyperactive members of the party
0:30:00 > 0:30:02can burn of excess energy with a
0:30:02 > 0:30:07strenuous two-hour hike over the hills and far away
0:30:07 > 0:30:10to the Basque village of Pasaia San Pedro.
0:30:16 > 0:30:19Now, for even the most seasoned of travellers,
0:30:19 > 0:30:22the airport can be a very, very stressful place,
0:30:22 > 0:30:24with the crowds of people - and luggage, of course -
0:30:24 > 0:30:27trying to navigate the confusion of all those check-in desks.
0:30:27 > 0:30:30And, naturally, the general hubbub of the entire place.
0:30:30 > 0:30:34So it's perhaps not surprising that many people with conditions like
0:30:34 > 0:30:38autism or dementia - along, naturally, with their families -
0:30:38 > 0:30:40tend to avoid them if at all possible,
0:30:40 > 0:30:44and, perhaps, as a result, rarely venture out of the UK at all.
0:30:44 > 0:30:48However, one airport, recognising this, has launched a scheme,
0:30:48 > 0:30:51and it hopes that it will give those who need a bit of help
0:30:51 > 0:30:52a much smoother ride.
0:30:52 > 0:30:55Well, we went along to see what difference it's made
0:30:55 > 0:30:57to one mum and her son's journey.
0:31:00 > 0:31:02For some people, travelling through an airport
0:31:02 > 0:31:05is more stressful than work or moving home.
0:31:05 > 0:31:07And it's enough to put four million of us
0:31:07 > 0:31:09off air travel altogether.
0:31:09 > 0:31:11Here we go!
0:31:13 > 0:31:16Maria Cook from Bristol does still go to the airport
0:31:16 > 0:31:19with eight-year-old son Ryan, who was diagnosed with autism
0:31:19 > 0:31:20when he was only two.
0:31:20 > 0:31:24But after the difficulties they've had on their annual trips abroad,
0:31:24 > 0:31:26she does sometimes question whether it's all worth it.
0:31:26 > 0:31:28Oh, he's lovely.
0:31:28 > 0:31:31In the past, we had some horrendous experiences at the airport.
0:31:31 > 0:31:33For someone with autism,
0:31:33 > 0:31:35it's really hard for them to understand
0:31:35 > 0:31:37why they have to be touched,
0:31:37 > 0:31:39why their bags are being taken away from them,
0:31:39 > 0:31:42why other people are touching their things.
0:31:42 > 0:31:45It manifests itself in so many different types of behaviours,
0:31:45 > 0:31:48through being so upset and distressed, high anxiety,
0:31:48 > 0:31:51and actual, violent, you know, meltdowns.
0:31:51 > 0:31:52Ba-ba-baaa!
0:31:54 > 0:31:55Over the last few years,
0:31:55 > 0:31:59airports have come under fire for failing to adequately assist
0:31:59 > 0:32:02passengers like Ryan who live with what's usually described
0:32:02 > 0:32:05as a hidden disability.
0:32:05 > 0:32:08For example, the singer Susan Boyle, who has Asperger's syndrome,
0:32:08 > 0:32:12made the headlines last year after claiming that police treated her
0:32:12 > 0:32:15like an animal when her condition caused her to have a meltdown
0:32:15 > 0:32:18at Heathrow Airport before her flight.
0:32:18 > 0:32:22And Maria has certainly come up against her fair share of challenges
0:32:22 > 0:32:25when travelling through an airport with Ryan.
0:32:25 > 0:32:27In the past, I've asked for security personnel
0:32:27 > 0:32:31to just please be guided by what I'm suggesting
0:32:31 > 0:32:34we can do to get through the procedures.
0:32:34 > 0:32:38One guy, a few years ago, chose to ignore my advice and, I said,
0:32:38 > 0:32:41"Please don't touch my son - he won't like it,
0:32:41 > 0:32:42"he will lash out at you."
0:32:42 > 0:32:45He chose to ignore it, and he got a kick in the face.
0:32:45 > 0:32:49That's Ryan saying, "Leave me alone, I don't like this."
0:32:49 > 0:32:52You know, and that's the only way that he can communicate.
0:32:54 > 0:32:58Maria feels that airports need to step up their game when it comes
0:32:58 > 0:33:01to understanding the needs of passengers with hidden disabilities.
0:33:01 > 0:33:05Airports really need to get some awareness training about hidden
0:33:05 > 0:33:08disabilities. Airports are so busy, and everyone's on a time schedule,
0:33:08 > 0:33:10obviously, fully appreciate that.
0:33:10 > 0:33:12But for somebody with a hidden disability,
0:33:12 > 0:33:15they should just give them more time
0:33:15 > 0:33:18to process and make more time for them,
0:33:18 > 0:33:20because that is key.
0:33:22 > 0:33:25Well, it's good news, because it appears that some UK airports
0:33:25 > 0:33:27have started to listen to people like Maria,
0:33:27 > 0:33:31and are working hard to improve the service they offer.
0:33:31 > 0:33:32Last summer, for example,
0:33:32 > 0:33:36Heathrow declared itself the world's first dementia-friendly airport,
0:33:36 > 0:33:41with 300 staff specially trained to help spot and assist passengers
0:33:41 > 0:33:42with the condition.
0:33:42 > 0:33:45Liverpool's John Lennon Airport allows passengers with
0:33:45 > 0:33:49hidden disabilities to visit the airport in advance of their trip
0:33:49 > 0:33:52to do a dummy run through their mock security desk
0:33:52 > 0:33:56so that they'll feel more relaxed when it comes to fly for real.
0:33:56 > 0:34:00Meanwhile, Gatwick has come up with an idea it's hoped will ease some of
0:34:00 > 0:34:03the pressures associated with travelling through a busy airport,
0:34:03 > 0:34:06and we've arranged for Maria and Ryan to put it to the test.
0:34:06 > 0:34:08But no sooner have they got there
0:34:08 > 0:34:13than Maria's reminded of everything her son finds difficult.
0:34:13 > 0:34:16Coming to the airport is probably one of the most stressful things for
0:34:16 > 0:34:19someone with autism.
0:34:19 > 0:34:21It's so noisy, it's very bright,
0:34:21 > 0:34:23there's lots of smells and sounds.
0:34:25 > 0:34:27As soon as we arrived here today,
0:34:27 > 0:34:29Ryan pushed his ear lobe up into his ears because, straightaway,
0:34:29 > 0:34:32the noise level was too much for him - he needed to block it out.
0:34:32 > 0:34:34That's why these ear defenders are
0:34:34 > 0:34:37such a vital piece of equipment for him.
0:34:37 > 0:34:41Over the years, Maria has developed her own strategies for helping Ryan
0:34:41 > 0:34:45become more desensitised to the airport environment.
0:34:45 > 0:34:47We use lots of visuals for Ryan.
0:34:47 > 0:34:49We've got lots of photographs of the airport, of the plane,
0:34:49 > 0:34:53and so we can then talk through the routine
0:34:53 > 0:34:55of what we're going to be following.
0:34:55 > 0:34:58One fantastic thing that we find that really helps is having
0:34:58 > 0:35:02the iPad. And now, on the plane, you can have them on flight-safe mode,
0:35:02 > 0:35:04so I know, once he's on the plane,
0:35:04 > 0:35:08we can hopefully try and distract him with the iPad.
0:35:08 > 0:35:12Gatwick's new initiative is to give out lanyards to passengers
0:35:12 > 0:35:16with hidden disabilities to act as a subtle indicator to staff
0:35:16 > 0:35:18that they may require additional assistance.
0:35:18 > 0:35:21Passengers can e-mail the airport in advance,
0:35:21 > 0:35:24and then either have the lanyard posted out to them, or,
0:35:24 > 0:35:25as Maria and Ryan are doing,
0:35:25 > 0:35:28simply collect them at the help desk on the day.
0:35:28 > 0:35:30- Hi, good morning. - Hello, good morning.
0:35:30 > 0:35:32I'm here to pick up what I believe is a lanyard to help with the hidden
0:35:32 > 0:35:34disability assistance service?
0:35:34 > 0:35:36Yes, we have one here for you. Do you need the assistance from here,
0:35:36 > 0:35:38or are you OK to make your own way through security?
0:35:38 > 0:35:40If someone's available to help us through security,
0:35:40 > 0:35:43that would be fantastic, cos I've got a lot of bags,
0:35:43 > 0:35:46and my son does get really, really stressed going through security.
0:35:46 > 0:35:48So if someone can help me so I can help my son,
0:35:48 > 0:35:50that would be fantastic.
0:35:50 > 0:35:51Brilliant, thank you very much.
0:35:51 > 0:35:53Ryan, can we say bye-bye?
0:35:53 > 0:35:54- MAN:- Bye.
0:35:56 > 0:35:58Since the scheme was launched,
0:35:58 > 0:36:02well over 3,000 people have used the lanyard system here at Gatwick.
0:36:02 > 0:36:05The staff do know how to look out for anyone wearing one,
0:36:05 > 0:36:07and offer whatever help is required.
0:36:07 > 0:36:09- British Airways! - It is British Airways.
0:36:09 > 0:36:12I think it's a really, really fantastic idea,
0:36:12 > 0:36:15that it's not like having a great big arrow pointing at us,
0:36:15 > 0:36:19it's just something very, very subtle, and it's there to help us.
0:36:19 > 0:36:23And also, that is great peace of mind for myself, too,
0:36:23 > 0:36:25to know that there's someone there, that's said, "It's OK, Maria,
0:36:25 > 0:36:29"we can help you, and we're going to make sure that your journey
0:36:29 > 0:36:32"and passage through the airport is as stress-free as possible."
0:36:32 > 0:36:35So, yeah, fingers crossed, this is looking good.
0:36:35 > 0:36:39But before Maria and Ryan can tackle getting through security,
0:36:39 > 0:36:41they first of all need to check in.
0:36:41 > 0:36:44And while, to many of us, that may seem simple enough, for Maria,
0:36:44 > 0:36:47it's a real worry.
0:36:47 > 0:36:49The check-in is absolutely my worst nightmare.
0:36:49 > 0:36:51Look at the amount of people.
0:36:51 > 0:36:55Um, so, yeah, I'm kind of worried how we're going to handle this.
0:36:55 > 0:36:58But I've got my lanyard, and I've got someone here to help me, so,
0:36:58 > 0:37:01hopefully, we'll be able to get through this as quick
0:37:01 > 0:37:03- and as stress-free as possible. - RYAN:- British Airways.
0:37:03 > 0:37:06- This way.- That way. - That way!- That way!
0:37:10 > 0:37:12Thanks to the additional support,
0:37:12 > 0:37:15Maria and Ryan pass through check-in like a breeze.
0:37:15 > 0:37:20But next up is another huge hurdle - security.
0:37:20 > 0:37:23Obviously, it's not ideal when my son kicks out and lashes out
0:37:23 > 0:37:25at security staff, which has happened in the past.
0:37:25 > 0:37:28Hopefully, with the assistance and the understanding, and obviously
0:37:28 > 0:37:32the lanyard, the security are going to be aware, that, "Actually,
0:37:32 > 0:37:35"let's treat this family with some respect and understanding."
0:37:37 > 0:37:40Maria's still rather nervous about going through security,
0:37:40 > 0:37:42but she's got her lanyard and, this time,
0:37:42 > 0:37:46she and Ryan are passing through a fast-track, assisted security lane.
0:37:46 > 0:37:50So hopefully that will make things a little easier.
0:37:50 > 0:37:53Right now, I'm a little bit anxious, cos it's still the unknown,
0:37:53 > 0:37:56but I'm really excited, because I'm really hopeful,
0:37:56 > 0:37:59with all the help and assistance we've had so far.
0:37:59 > 0:38:00So fingers crossed.
0:38:02 > 0:38:05Despite what so far seems to be improvements at Gatwick,
0:38:05 > 0:38:07it's clear that plenty of other places
0:38:07 > 0:38:11don't yet have adequate support for people like Ryan.
0:38:11 > 0:38:14In fact, a report by the National Autistic Society
0:38:14 > 0:38:17and sensory equipment specialists Experia
0:38:17 > 0:38:21found that 30 of the UK's busiest departure points
0:38:21 > 0:38:25fell short in their provision for the estimated 700,000
0:38:25 > 0:38:27autistic people in the UK.
0:38:27 > 0:38:31So when you consider how many more people will be affected
0:38:31 > 0:38:34by conditions that just aren't obvious, such as hearing loss,
0:38:34 > 0:38:36learning difficulties and dementia,
0:38:36 > 0:38:38it's easy to see why better systems
0:38:38 > 0:38:41really could make a huge difference.
0:38:43 > 0:38:47Ian Sheriff is chairman of the Dementia Air Transport Group,
0:38:47 > 0:38:51which was set up by the former Prime Minister David Cameron.
0:38:51 > 0:38:53If you have a hidden disability,
0:38:53 > 0:38:57you're entitled to get the same services
0:38:57 > 0:39:00that a person with a visual disability.
0:39:00 > 0:39:04And it will ease your journey through the airport, but also
0:39:04 > 0:39:07when you get on your carrier, your airline.
0:39:09 > 0:39:12Ian has some very simple tips for anyone with a hidden disability
0:39:12 > 0:39:14to keep in mind.
0:39:14 > 0:39:18My main message to everybody who has a hidden disability is -
0:39:18 > 0:39:21ensure that when you go to your travel agent
0:39:21 > 0:39:24that you tick the box that says, "I have a disability,"
0:39:24 > 0:39:29but also make sure the airline and the airport know that you're coming.
0:39:29 > 0:39:32Make sure you contact the airline and the airport
0:39:32 > 0:39:35at least 48 hours before you travel,
0:39:35 > 0:39:39so that they can actually have support there,
0:39:39 > 0:39:40ready for you.
0:39:40 > 0:39:43Information can be found about this
0:39:43 > 0:39:46on the airline and the airport's website.
0:39:48 > 0:39:49Back at Gatwick,
0:39:49 > 0:39:53Maria and Ryan have made it through the dreaded security area,
0:39:53 > 0:39:56and Maria's smile is a giveaway - this time,
0:39:56 > 0:39:59they had no difficulties whatsoever.
0:39:59 > 0:40:01Going through security, absolutely no problem at all.
0:40:01 > 0:40:04We didn't have to queue, we were taken straight to the front.
0:40:04 > 0:40:07I was searched first - a very quick pat-down and a wanding.
0:40:07 > 0:40:10With Ryan, we played the tickle game with Father Christmas,
0:40:10 > 0:40:13so we tickled Father Christmas, we tickled Mummy,
0:40:13 > 0:40:14and then we tickled Ryan.
0:40:14 > 0:40:16That worked brilliantly. I did hold on to his feet,
0:40:16 > 0:40:18just to make sure there weren't any problems,
0:40:18 > 0:40:20but he was absolutely brilliant.
0:40:20 > 0:40:22The staff were fantastic.
0:40:22 > 0:40:25So, yeah, absolute success with the lanyards, big thumbs up,
0:40:25 > 0:40:27and no stress at all.
0:40:29 > 0:40:32Schemes like this one could revolutionise air travel
0:40:32 > 0:40:34for families like Maria's.
0:40:34 > 0:40:37And as more airports roll out their own improvements,
0:40:37 > 0:40:39she's very excited about what that could mean
0:40:39 > 0:40:41for the millions of people
0:40:41 > 0:40:44thought to have hidden disabilities in the UK.
0:40:44 > 0:40:46I know a lot of families that wouldn't even entertain
0:40:46 > 0:40:49coming to the airport, wouldn't entertain going on holiday,
0:40:49 > 0:40:52purely because it would be too stressful for themselves, and
0:40:52 > 0:40:56obviously for the child or adult that they're caring for.
0:40:56 > 0:40:59Hopefully, now, with this wonderful system in place, we can
0:40:59 > 0:41:02actually say to our families, "You don't need to be frightened any more,
0:41:02 > 0:41:03"you can go on holiday."
0:41:03 > 0:41:07So, yeah, this is massive. This is massive for hidden disabilities...
0:41:08 > 0:41:12..and massive for the families, too. Absolutely brilliant.
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0:42:12 > 0:42:14Well, we're almost out of time for today,
0:42:14 > 0:42:18but let's hope we've been able to give you some useful information
0:42:18 > 0:42:20to help make the whole airport experience less stressful.
0:42:20 > 0:42:24It's certainly opened my eyes to see what goes on behind the scenes.
0:42:24 > 0:42:27And I have to say that I was particularly pleased to see
0:42:27 > 0:42:30that initiative at Gatwick Airport in action,
0:42:30 > 0:42:33because supporting passengers who might particularly need
0:42:33 > 0:42:35a bit of help in getting through the airport
0:42:35 > 0:42:37and then onto the plane is really very important.
0:42:37 > 0:42:40So I'm sure that it really will make a huge difference
0:42:40 > 0:42:42to a lot of people.
0:42:42 > 0:42:46So it'll be great to see something similar being rolled out at other
0:42:46 > 0:42:49- airports as well.- Anything that reduces the stress at the start
0:42:49 > 0:42:52or the end of a holiday can only be a good thing,
0:42:52 > 0:42:56which is why I was very glad of the reminder of how to avoid having
0:42:56 > 0:42:58your toiletries confiscated at security.
0:42:58 > 0:43:01Can't be too many of us who haven't fallen foul of that one.
0:43:01 > 0:43:03Yeah, but I've always wondered exactly
0:43:03 > 0:43:06- how dangerous my lipstick is, but who knows?- Yours might be, actually.
0:43:06 > 0:43:08But that's where we have to leave it for this time.
0:43:08 > 0:43:12Thank you so much for your company, and we'll see you again very,
0:43:12 > 0:43:14- very soon. So until then, from all of us, bye-bye. BOTH:- Goodbye.