0:00:02 > 0:00:04We asked you, who has left you feeling ripped off
0:00:04 > 0:00:07when it comes to your holidays, and you came back
0:00:07 > 0:00:09with a whole catalogue of travel disasters.
0:00:09 > 0:00:12Letting us come all this way to be told we're going home
0:00:12 > 0:00:14on the next day! Just furious!
0:00:14 > 0:00:17It has tainted the whole experience
0:00:17 > 0:00:20of booking holidays and trusting companies.
0:00:20 > 0:00:22Now, whether it's a deliberate rip-off,
0:00:22 > 0:00:26a simple mistake, or indeed a catch in the smallprint,
0:00:26 > 0:00:30we'll find out why you're out of pocket and what you can do about it.
0:00:30 > 0:00:33Your stories, your money. This is Rip-Off Britain.
0:00:35 > 0:00:39Hello, and it's a very warm and deliciously sunny welcome from here
0:00:39 > 0:00:42in Tenerife, where we're investigating some of the issues
0:00:42 > 0:00:46that you've asked us to look into, concerning holidays and travel.
0:00:46 > 0:00:49And today we'll be hearing about some trips that, I'm afraid,
0:00:49 > 0:00:51had a very nasty and expensive sting in the tail,
0:00:51 > 0:00:54thanks to unexpected charges
0:00:54 > 0:00:57that only came to light after you had returned home.
0:00:57 > 0:01:00Some of which arrived long after you'd got home from your holiday,
0:01:00 > 0:01:02by which point, of course, it can't really be established
0:01:02 > 0:01:06whether or not you do owe the money that's being demanded.
0:01:06 > 0:01:07Or, even worse,
0:01:07 > 0:01:10to know what might happen if you choose to take no notice at all.
0:01:10 > 0:01:14Especially if the letters that you've been sent suggest that,
0:01:14 > 0:01:17if you do ignore them, it may cause even more bother in the long run.
0:01:17 > 0:01:20Well, I can tell you that among the situations we'll be looking at
0:01:20 > 0:01:22is one that you'd never have seen coming,
0:01:22 > 0:01:25certainly one that we had never come across before.
0:01:25 > 0:01:28But another is one of the most frequent holiday complaints
0:01:28 > 0:01:32you contact us about. Well, either way, we'll have advice to make sure
0:01:32 > 0:01:36your holiday doesn't end with a thoroughly unwelcome souvenir.
0:01:38 > 0:01:42Mobile fees on the high seas - the loophole that means,
0:01:42 > 0:01:46even in Europe, you could still face unexpected bills on your phone.
0:01:46 > 0:01:48We all felt cheated,
0:01:48 > 0:01:51because suddenly these extra charges appeared from nowhere.
0:01:51 > 0:01:54Couldn't understand why these charges had suddenly been applied.
0:01:56 > 0:01:59And threatening letters, even fines, from courts overseas -
0:01:59 > 0:02:03what to do if you find yourself caught up in a foreign legal system,
0:02:03 > 0:02:05through no fault of your own.
0:02:05 > 0:02:09You feel as if you're paying for something which is not your fault,
0:02:09 > 0:02:12you didn't commit, and you just feel it's wrong.
0:02:14 > 0:02:18Now, very often in this programme we've featured cases of people
0:02:18 > 0:02:21who've returned from their lovely holidays only to find themselves
0:02:21 > 0:02:23landed with a sky-high phone bill,
0:02:23 > 0:02:26usually racked up by using apps or data abroad.
0:02:26 > 0:02:30So it was really good news indeed when, back in June 2017,
0:02:30 > 0:02:33the data roaming charges within the European Union
0:02:33 > 0:02:35were abolished altogether. I loved that.
0:02:35 > 0:02:39Meaning, of course, that at least on short-haul holidays,
0:02:39 > 0:02:43the cost of using your mobile phone should be the same as it is at home.
0:02:43 > 0:02:47Well, we were hopeful that would mean an end to the nasty surprises
0:02:47 > 0:02:50that so many of you have experienced with your bills,
0:02:50 > 0:02:53and whilst for the main part that does seem to have been the case,
0:02:53 > 0:02:56I'm afraid we're hearing from a number of people
0:02:56 > 0:02:59who are still getting stung by excessive charges,
0:02:59 > 0:03:02and it turns out that there's a very particular reason for that,
0:03:02 > 0:03:04one which, I guarantee,
0:03:04 > 0:03:07you would most likely have been caught out by as well.
0:03:09 > 0:03:12Using your phone on holiday has always felt a bit of a minefield,
0:03:12 > 0:03:16with many of you returning from trips abroad to find
0:03:16 > 0:03:19you've been hit with huge bills, not just for calls and texts,
0:03:19 > 0:03:22but for browsing the internet or checking social media.
0:03:22 > 0:03:24But, in Europe at least,
0:03:24 > 0:03:28those unwelcome charges should all have come to an end,
0:03:28 > 0:03:30when, in June 2017,
0:03:30 > 0:03:33data roaming charges were scrapped right across the EU.
0:03:35 > 0:03:38From today, so-called roaming charges for using mobile phones
0:03:38 > 0:03:41abroad are being outlawed by the EU,
0:03:41 > 0:03:45after a decade-long battle between Brussels and telecoms companies.
0:03:45 > 0:03:49The ruling meant the cost of using your mobile in European destinations
0:03:49 > 0:03:52should now be just the same as at home.
0:03:54 > 0:03:56And for Paul English from Kent,
0:03:56 > 0:03:59the change seemed great timing, as he was taking his family,
0:03:59 > 0:04:00and indeed his motorhome,
0:04:00 > 0:04:04on a trip to Europe around the period when it was due to come in.
0:04:04 > 0:04:08I heard that the EU had directed all of the phone companies that it was
0:04:08 > 0:04:12going to be the same charges all over Europe for roaming,
0:04:12 > 0:04:15but I wasn't sure on the date that it started, and I knew we were going
0:04:15 > 0:04:18at the beginning of June, so I decided to contact
0:04:18 > 0:04:20all of our mobile phone suppliers,
0:04:20 > 0:04:23to find out if we could use ours abroad and when it would start.
0:04:25 > 0:04:28Paul was told that the new rules would come into effect
0:04:28 > 0:04:31halfway through his holiday, so until that point on the trip,
0:04:31 > 0:04:33the family kept their phones out of action,
0:04:33 > 0:04:37to ensure there'd be no surprises on their bills when they got home.
0:04:37 > 0:04:40We all turned our phones off when we went on the ferry over to Europe,
0:04:40 > 0:04:44until the date they told us, which was the 15th of June.
0:04:44 > 0:04:47And we then turned the phones back on
0:04:47 > 0:04:50and used our free data roaming in Europe for the whole time.
0:04:51 > 0:04:54It was a really good feeling in Europe,
0:04:54 > 0:04:57to know that we could just use our phones as normal,
0:04:57 > 0:05:01as if we were at home. We were using it all the time, taking pictures,
0:05:01 > 0:05:03sending the pictures to our friends.
0:05:04 > 0:05:08Paul's teenage daughter Jessica was particularly pleased to be able to
0:05:08 > 0:05:11keep in touch with her friends back in the UK.
0:05:11 > 0:05:14I used my phone like I would at home, just on social media,
0:05:14 > 0:05:17talking to my friends, talking to my boyfriend,
0:05:17 > 0:05:20and I didn't think anything of it, cos I was still in Europe.
0:05:20 > 0:05:23The family was about to discover, however,
0:05:23 > 0:05:26that there's an exception to where the new rules apply.
0:05:26 > 0:05:29On the two-hour ferry journey from Dunkirk to Dover,
0:05:29 > 0:05:33Paul got an unexpected message from his mobile phone provider, Vodafone.
0:05:33 > 0:05:36Then, while on the ferry, I suddenly got a text.
0:05:36 > 0:05:38I looked at my phone and it said,
0:05:38 > 0:05:40"You're connected to maritime network."
0:05:40 > 0:05:45I assumed that maritime network was a Wi-Fi thing from the boat itself,
0:05:45 > 0:05:47from the actual ferry,
0:05:47 > 0:05:48and didn't take much notice.
0:05:50 > 0:05:52Unfortunately, as would soon become very clear,
0:05:52 > 0:05:54it meant something quite different,
0:05:54 > 0:05:56because Paul and his family were at sea,
0:05:56 > 0:05:59and technically neither in France nor the UK.
0:05:59 > 0:06:02Their mobile phones had switched over to a maritime network,
0:06:02 > 0:06:05which connects ships and their crew to each other, all around the world,
0:06:05 > 0:06:07via satellite.
0:06:07 > 0:06:10And although they provide vital lines of communication between
0:06:10 > 0:06:14all sorts of vessels, they don't count as being part of the EU,
0:06:14 > 0:06:15which means if you connect to one,
0:06:15 > 0:06:19the sort of data roaming charges you would still pay outside Europe
0:06:19 > 0:06:21will apply. To be on the safe side,
0:06:21 > 0:06:23Paul decided not to use his phone,
0:06:23 > 0:06:25but left it switched on for the rest of the journey.
0:06:25 > 0:06:27I then got a text, telling me that,
0:06:27 > 0:06:31"You may be charged international roaming", and I thought,
0:06:31 > 0:06:34"Well, I'm not on international roaming, I'm in Europe."
0:06:34 > 0:06:36I thought nothing of it and left my phone on.
0:06:36 > 0:06:40I didn't actually use the phone at all while we were on the boat.
0:06:41 > 0:06:45Paul's wife and son also got a text informing them they may face
0:06:45 > 0:06:49extra charges, but daughter Jessica, on the Three network,
0:06:49 > 0:06:52says she didn't, and it wasn't till the family was back on dry land
0:06:52 > 0:06:56that both Jessica and Paul discovered the true cost
0:06:56 > 0:06:59of leaving their phones switched on while at sea.
0:06:59 > 0:07:04Jessica had been charged £21 for data use during the ferry crossing,
0:07:04 > 0:07:07while Paul was hit with an extra £24 on his bill.
0:07:07 > 0:07:11I got my bill from Vodafone and I just glanced at it and I nearly had
0:07:11 > 0:07:15a heart attack. I thought, "They've charged me for two months!"
0:07:15 > 0:07:18So I went into the bill, and that's where it had
0:07:18 > 0:07:21these international roaming charges
0:07:21 > 0:07:25and receiving texts from Vodafone while we were on the ferry.
0:07:26 > 0:07:29Well, having no idea that ferry crossings posed such a risk,
0:07:29 > 0:07:31Paul wasn't happy at all.
0:07:32 > 0:07:34We all felt cheated,
0:07:34 > 0:07:37because suddenly these extra charges appeared from nowhere,
0:07:37 > 0:07:39and we'd never gone outside of Europe,
0:07:39 > 0:07:44so we couldn't understand why these charges had suddenly been applied.
0:07:44 > 0:07:45And still can't, to be honest.
0:07:46 > 0:07:50Paul got in touch with Vodafone and his daughter's network, Three,
0:07:50 > 0:07:52who explained why the charges were valid.
0:07:52 > 0:07:55I continually asked why we'd been charged this amount of money
0:07:55 > 0:07:57and I said, "We're in Europe.
0:07:57 > 0:08:01"If you're supposed to give us free roaming, why are you charging?"
0:08:01 > 0:08:05Just, "It's a legitimate charge. You've signed onto maritime network,
0:08:05 > 0:08:07"so you've got to pay for it."
0:08:09 > 0:08:12But, determined to get his money back, Paul persisted,
0:08:12 > 0:08:15and he did succeed in getting a refund for the charges
0:08:15 > 0:08:18from Vodafone, plus £5 in compensation,
0:08:18 > 0:08:22but his daughter Jessica, who was signed up to the Three network,
0:08:22 > 0:08:24didn't have the same luck.
0:08:24 > 0:08:27I was quite upset, seeing that I didn't really get any sort of
0:08:27 > 0:08:29warning that it was going to happen.
0:08:29 > 0:08:34No-one contacted me to tell me about this network on the ferry.
0:08:34 > 0:08:35I got charged for it.
0:08:35 > 0:08:39I'm very confused over this maritime network thing,
0:08:39 > 0:08:41I don't understand where it comes from,
0:08:41 > 0:08:44who owns it and how you can sign onto it
0:08:44 > 0:08:47without you having to give it permission.
0:08:48 > 0:08:50Well, you can see their point,
0:08:50 > 0:08:54so we took Paul and Jessica to meet telecoms expert Fevzi Turkalp,
0:08:54 > 0:08:57to see if he can shed any light on what's going on.
0:08:57 > 0:09:01Can you tell me why I was charged so much for just using social media
0:09:01 > 0:09:04- on my phone?- So your phone was attached to
0:09:04 > 0:09:06what's called a maritime network.
0:09:06 > 0:09:10That will be an independent company that's been brought in to provide
0:09:10 > 0:09:13that service on board ships and oil rigs and other things out at sea,
0:09:13 > 0:09:17and those networks are not necessarily registered
0:09:17 > 0:09:21in the European Union, and they charge accordingly.
0:09:21 > 0:09:24The other thing to bear in mind is those networks often have to use
0:09:24 > 0:09:27satellite technology for them to work, and satellite technology,
0:09:27 > 0:09:30although it's cheaper than it used to be, is still expensive.
0:09:30 > 0:09:32So there are some real costs.
0:09:32 > 0:09:35But ultimately, it's your mobile phone provider which will decide
0:09:35 > 0:09:37how much they'll charge you for that.
0:09:39 > 0:09:41But with no standard amount for this sort of charge
0:09:41 > 0:09:43and no cap on them either, it's very easy to see
0:09:43 > 0:09:47how a ferry trip could leave you stuck with some hefty costs
0:09:47 > 0:09:50you didn't expect, so Fevzi has some advice on
0:09:50 > 0:09:52what the family could do next time.
0:09:52 > 0:09:54There's certain things that you can do.
0:09:54 > 0:09:57For example, you can go into your phone and, instead of letting it
0:09:57 > 0:10:01select a network automatically and just latch onto whatever network
0:10:01 > 0:10:04it finds, you can actually say, "No, I want this particular network,"
0:10:04 > 0:10:08but then you have to be sure that you know that that's a network
0:10:08 > 0:10:12that's going to charge you normal rates, not maritime rates.
0:10:12 > 0:10:14You can also switch off data roaming,
0:10:14 > 0:10:18so that will stop you being charged for data on a foreign network,
0:10:18 > 0:10:21be it a maritime network or any other network.
0:10:21 > 0:10:26The problem with that is that the charging isn't only data.
0:10:26 > 0:10:28If you receive a phone call, for example,
0:10:28 > 0:10:31just receiving a phone call, that could cost you £1.50, £2,
0:10:31 > 0:10:33without you having done anything.
0:10:33 > 0:10:36So it is difficult, there are steps that you can take,
0:10:36 > 0:10:39but the really belts and braces approach to this is to turn off.
0:10:39 > 0:10:42I tell you what, if I go on a ferry,
0:10:42 > 0:10:46I'll be following that last tip and switching my phone off.
0:10:46 > 0:10:49But with around 20 million passengers making short sea trips
0:10:49 > 0:10:53between the UK and Europe, clearly this is a problem likely to catch
0:10:53 > 0:10:55many other people out as well.
0:10:55 > 0:10:57As indeed it did Gareth Morgan.
0:10:57 > 0:10:59He's a keen motorcyclist and often rides abroad,
0:10:59 > 0:11:02and when planning a bike ride with his wife to Normandy,
0:11:02 > 0:11:05he bought a phone contract from Vodafone
0:11:05 > 0:11:07which had global data roaming included.
0:11:07 > 0:11:10Global data roaming, to me, means when that when you're
0:11:10 > 0:11:15roaming abroad and you want to use your phone to download data
0:11:15 > 0:11:17or stream music or whatever you want to do,
0:11:17 > 0:11:22you're not going to incur terrible surcharges for doing that.
0:11:22 > 0:11:25So, when Gareth boarded the ferry to Normandy,
0:11:25 > 0:11:28he thought nothing of using his phone as he normally would.
0:11:28 > 0:11:32I kept my phone on most of the time during the ferry trip.
0:11:32 > 0:11:35I was using my phone to find out a little bit more
0:11:35 > 0:11:36about the Normandy landings.
0:11:36 > 0:11:39I was doing my research before we got there,
0:11:39 > 0:11:41confident in the knowledge that I wasn't going to be
0:11:41 > 0:11:43paying a lot for roaming charges.
0:11:44 > 0:11:46But, like Paul and Jessica,
0:11:46 > 0:11:49Gareth didn't realise that, most of the time spent on the ferry,
0:11:49 > 0:11:52he was connected to a maritime network,
0:11:52 > 0:11:56which wasn't included in his data roaming package from Vodafone.
0:11:56 > 0:11:59As a result, he, too, was in for a shock when he got his bill.
0:11:59 > 0:12:03There was a surcharge there, which, when I looked at it in some detail,
0:12:03 > 0:12:08was the use data download from the time that I was on the ferry,
0:12:08 > 0:12:10and I'd been charged £12,
0:12:10 > 0:12:12which, quite frankly, I was astounded,
0:12:12 > 0:12:15given the fact that I'd supposedly got this global roaming contract.
0:12:16 > 0:12:19So Gareth immediately contacted Vodafone.
0:12:19 > 0:12:22They told me that it was a separate maritime agreement that they had
0:12:22 > 0:12:25and said, "No, it doesn't cover costs on ferries,
0:12:25 > 0:12:27"and as far as we're concerned,
0:12:27 > 0:12:29"you're not in the UK and you're not in France,"
0:12:29 > 0:12:31which I thought was ludicrous.
0:12:31 > 0:12:35Gareth kept insisting that the charge was just unfair,
0:12:35 > 0:12:38and in the end, Vodafone agreed to give him a refund,
0:12:38 > 0:12:41but he's been left very surprised by the whole experience.
0:12:41 > 0:12:46I can say, boy, am I glad I didn't use my phone for a greater period,
0:12:46 > 0:12:50because I would have really been angry had I gone back and found
0:12:50 > 0:12:53maybe a three figure sum I'd been billed for on my bill,
0:12:53 > 0:12:56and it would have been very easy to notch up three figures
0:12:56 > 0:12:58in addition to my contract price.
0:12:58 > 0:13:03Well, when we put all of this to Vodafone, it told us it understands
0:13:03 > 0:13:06that maritime charging is confusing for customers,
0:13:06 > 0:13:09but that, as the ships involved use their own satellite networks,
0:13:09 > 0:13:12it has no control over the charges.
0:13:12 > 0:13:14However, it says that,
0:13:14 > 0:13:16to protect customers from unexpectedly high costs,
0:13:16 > 0:13:22it has now decided to bar data usage in such circumstances altogether.
0:13:22 > 0:13:25So, while making calls and sending texts on ferries
0:13:25 > 0:13:28will still be charged at maritime roaming rates, and it will
0:13:28 > 0:13:32be making its text notifications about that much clearer,
0:13:32 > 0:13:35from February 2018, data roaming at sea
0:13:35 > 0:13:38won't be possible for Vodafone customers.
0:13:38 > 0:13:42And it reiterated that, as a gesture of goodwill, it has refunded
0:13:42 > 0:13:46the charges that both Gareth and Paul incurred.
0:13:46 > 0:13:50Meanwhile, Three, Paul's daughter Jessica's network,
0:13:50 > 0:13:54also told us that it's reviewing the wording of the text messages
0:13:54 > 0:13:56it sends to customers on this,
0:13:56 > 0:13:59to ensure that any extra costs are made clear.
0:13:59 > 0:14:01It too has been in touch with the family
0:14:01 > 0:14:03to offer a gesture of goodwill.
0:14:05 > 0:14:07But if you're travelling by ferry any time soon,
0:14:07 > 0:14:11you might want to do what Paul and Jessica will be doing next time -
0:14:11 > 0:14:14turning their phones off and enjoying the view instead.
0:14:14 > 0:14:17We're going to tell the rest of the family, "Make sure the phones are
0:14:17 > 0:14:19"turned off before we even approach the port
0:14:19 > 0:14:21"and save any of these bill shocks."
0:14:27 > 0:14:30Receiving a letter that's stamped with a foreign postmark
0:14:30 > 0:14:33can mean exciting news from friends and family abroad.
0:14:33 > 0:14:36But, you know, for some people that we've heard from,
0:14:36 > 0:14:38it's meant something far less positive.
0:14:38 > 0:14:41Long after they've returned to normality after a nice,
0:14:41 > 0:14:44relaxing holiday, they've received a summons,
0:14:44 > 0:14:47ordering them to appear at a hearing in a European court,
0:14:47 > 0:14:51leaving them completely unsure about what to do next.
0:14:51 > 0:14:54After all, it's not always easy navigating our own legal system,
0:14:54 > 0:14:57so making sense of one in a different country,
0:14:57 > 0:15:00with all of the language barriers that that entails,
0:15:00 > 0:15:02is another thing altogether.
0:15:02 > 0:15:04So what should you do if you find yourself
0:15:04 > 0:15:06having to deal with the authorities abroad?
0:15:06 > 0:15:09Perhaps you've been accused of a driving offence
0:15:09 > 0:15:10and don't know how to respond.
0:15:10 > 0:15:13Do you agree to whatever it is they're asking you to do,
0:15:13 > 0:15:18or do you end up worrying that you just might face worse consequences
0:15:18 > 0:15:19if you don't?
0:15:22 > 0:15:25Holidays should be all about rest, relaxation
0:15:25 > 0:15:27and leaving your troubles behind,
0:15:27 > 0:15:30and coming back with a clutch of good memories
0:15:30 > 0:15:32to see you through to your next trip.
0:15:35 > 0:15:37But in 2015, a trip that Annie Hicks
0:15:37 > 0:15:41from Weston-Super-Mare took to Benidorm has stuck in her mind
0:15:41 > 0:15:43for some rather less positive reasons.
0:15:43 > 0:15:47She'd just arrived at her resort when, on the short walk
0:15:47 > 0:15:51from the airport bus to the hotel, disaster struck.
0:15:51 > 0:15:52She was pickpocketed.
0:15:52 > 0:15:55Both her and her husband's passports were stolen,
0:15:55 > 0:16:00along with around £1,000 in cash - their entire spending money!
0:16:00 > 0:16:03As you could imagine, I felt thoroughly sick and worried.
0:16:03 > 0:16:06The thought of no passports, no money,
0:16:06 > 0:16:12had never happened to me before, or my husband, so the shock was awful.
0:16:14 > 0:16:15Instead of relaxing,
0:16:15 > 0:16:18Annie spent the first couple of days of her trip reporting the crime
0:16:18 > 0:16:21to the local police and getting replacement passports.
0:16:23 > 0:16:25And when she returned home nine days later,
0:16:25 > 0:16:28she wanted nothing more than to put the whole matter behind her.
0:16:29 > 0:16:32And, indeed, for two years, that was mostly the case.
0:16:32 > 0:16:34But then, in January 2017,
0:16:34 > 0:16:38she received a letter with a Spanish postmark.
0:16:38 > 0:16:40When I opened it up,
0:16:40 > 0:16:44there was an A4 piece of paper with very little on,
0:16:44 > 0:16:51except to say, "Court case in Benidorm on the 29th of March."
0:16:51 > 0:16:57I'm told that I have to appear - if I don't, there could be a fine.
0:16:58 > 0:17:02Unsure what the letter meant, Annie contacted the British Consulate,
0:17:02 > 0:17:06who were able to confirm that she had been sent an official summons,
0:17:06 > 0:17:10asking her to be a witness to the crime that she'd fallen victim to
0:17:10 > 0:17:11all that time ago.
0:17:11 > 0:17:14The feel of, "Oh, dear, here we go again,"
0:17:14 > 0:17:19all back to Spain and the robbery and everything,
0:17:19 > 0:17:22which we'd left behind for two years, was just a horrible feeling.
0:17:24 > 0:17:28But going back to Benidorm for the case would cost hundreds of pounds,
0:17:28 > 0:17:32and with no guarantee of how long she'd need to stay out there,
0:17:32 > 0:17:34and little understanding of either the language
0:17:34 > 0:17:36or the Spanish court system,
0:17:36 > 0:17:38Annie was reluctant to have to attend.
0:17:38 > 0:17:41So, with the help of a lawyer in Spain,
0:17:41 > 0:17:44she wrote to the court, asking if it was really necessary.
0:17:45 > 0:17:49If I'd have turned up to the courts in Benidorm,
0:17:49 > 0:17:52which I'd be a useless witness,
0:17:52 > 0:17:57because I didn't see or feel the thieves rob me,
0:17:57 > 0:18:01and also my lack of Spanish,
0:18:01 > 0:18:06I didn't know if they could turn things around and say something that
0:18:06 > 0:18:08I hadn't said with the language,
0:18:08 > 0:18:11and I wouldn't know any difference.
0:18:13 > 0:18:17Annie hoped contacting the court would result in her being told
0:18:17 > 0:18:20that it wasn't necessary for her to attend after all.
0:18:20 > 0:18:22And, while she heard nothing back,
0:18:22 > 0:18:25when the date she was expected out there came and went,
0:18:25 > 0:18:27she assumed all was resolved.
0:18:27 > 0:18:29Until a week later,
0:18:29 > 0:18:33when she received another official-looking letter from Spain.
0:18:33 > 0:18:37It stated that the original court date had been postponed
0:18:37 > 0:18:39and a new one had been set aside.
0:18:39 > 0:18:41Annie's heart sank.
0:18:41 > 0:18:45When we got the second telegram and found it had been postponed,
0:18:45 > 0:18:49if we'd have spent money on flights, accommodation...
0:18:51 > 0:18:54..an open ticket, because of not knowing how long we were going to be
0:18:54 > 0:18:56in Benidorm, would have cost us an awful lot of money.
0:18:56 > 0:19:01But it was clear that Annie was expected to attend the new date,
0:19:01 > 0:19:03and there was once again a warning
0:19:03 > 0:19:06that if she didn't, she'd face a fine,
0:19:06 > 0:19:09although there was no clue as to how much that might be.
0:19:09 > 0:19:12Five euros? Ten euros? 10,000 euros?
0:19:14 > 0:19:18How much do you charge somebody for non-appearance at a court?
0:19:18 > 0:19:20You just don't know.
0:19:20 > 0:19:24The only way out she could see was to pay for more legal advice,
0:19:24 > 0:19:26this time with a UK lawyer,
0:19:26 > 0:19:30to negotiate her release from the Spanish court system entirely.
0:19:30 > 0:19:32Annie, who'd been the victim of a crime,
0:19:32 > 0:19:35now felt she was being treated like the perpetrator.
0:19:35 > 0:19:40We basically feel as though we've been robbed twice,
0:19:40 > 0:19:43but I think that this has been,
0:19:43 > 0:19:47the court case has been far more stressful than the actual robbery.
0:19:48 > 0:19:52Eventually, Annie was able to get out of the Spanish court system,
0:19:52 > 0:19:53but after all the hassle,
0:19:53 > 0:19:56she's even questioned whether she'd have been better
0:19:56 > 0:19:59not reporting the crime in the first place.
0:19:59 > 0:20:02Well, we've heard from others who've also had their holiday memories
0:20:02 > 0:20:06soured by unexpected pressure from a foreign legal system.
0:20:09 > 0:20:12Deb and Martin Lennon from Cardiff have been going
0:20:12 > 0:20:16to tranquil Lake Bolsena in northern Italy since 2003.
0:20:16 > 0:20:20Every year, they hire a car from Rome Airport and drive the 88 miles
0:20:20 > 0:20:22to their favourite resort,
0:20:22 > 0:20:26and a trip in 2016 followed the usual relaxing pattern -
0:20:26 > 0:20:30cycling, walking and the occasional drive to the local shops and back.
0:20:32 > 0:20:34But a couple of months after they arrived back home,
0:20:34 > 0:20:38they received an invoice from their hire car company, Europcar,
0:20:38 > 0:20:40demanding 45 euros.
0:20:40 > 0:20:44The fee was for supplying their details to the Italian authorities,
0:20:44 > 0:20:47who wanted the couple's information, as they'd apparently been caught
0:20:47 > 0:20:50speeding in Padua, near Venice,
0:20:50 > 0:20:53some 450 miles away from where they were staying -
0:20:53 > 0:20:57an offence for which they faced a fine of 194 euros.
0:20:57 > 0:21:00"Ooh, hang on a second, we haven't been there."
0:21:00 > 0:21:04Because, you know, if we had been speeding,
0:21:04 > 0:21:07we'd have put our hands up and said "Oh, God," you know,
0:21:07 > 0:21:12"that's something we've done," and we'd have paid the fine for it.
0:21:12 > 0:21:15But it very, very quickly became obvious to us
0:21:15 > 0:21:18that it couldn't have been us.
0:21:19 > 0:21:21To have committed the offence,
0:21:21 > 0:21:25the couple would have had to drive around 900 miles from either
0:21:25 > 0:21:29the airport or their holiday home, but as Europcar's own records show,
0:21:29 > 0:21:33Deb and Martin's hire car had only travelled 363 miles
0:21:33 > 0:21:35during their entire holiday.
0:21:35 > 0:21:39Convinced they could prove it wasn't them that had committed the offence,
0:21:39 > 0:21:42Deb sought help from the Italian Consulate in Cardiff,
0:21:42 > 0:21:45but it was less sure.
0:21:45 > 0:21:49His attitude seemed to be, was that we could fight it,
0:21:49 > 0:21:53but at the end of the day it's probably going to be easier just to
0:21:53 > 0:21:57pay the fine. The impression that I got from him was that
0:21:57 > 0:22:02that was the system, that it was very, very difficult to fight,
0:22:02 > 0:22:04you know, fight these cases.
0:22:04 > 0:22:09Deb and Martin demanded to see the picture taken by the speed camera,
0:22:09 > 0:22:11in a bid to prove their innocence,
0:22:11 > 0:22:13but that led to another surprise.
0:22:13 > 0:22:17When we had the e-mail back from Italy, showing us the offence,
0:22:17 > 0:22:21we were rather shocked to see that it was exactly the same car.
0:22:21 > 0:22:24It wasn't a great picture of the offence,
0:22:24 > 0:22:27but the number plate looked the same.
0:22:27 > 0:22:30And when the picture came through and it was identical to our car,
0:22:30 > 0:22:33it was...it was really, really shocking.
0:22:33 > 0:22:36It was the same colour, it had the same wheel trims,
0:22:36 > 0:22:39it had the same... even the same mirrors.
0:22:39 > 0:22:43The only thing that we could think of was that there was a fawn jacket
0:22:43 > 0:22:47on the back-seat, and neither of us owned a fawn jacket.
0:22:48 > 0:22:52Though confident the mileage point alone proved their case,
0:22:52 > 0:22:56Martin and Deb knew that explaining away that photo wasn't going to be
0:22:56 > 0:22:59simple, which left them in a difficult situation.
0:22:59 > 0:23:03Should they pay the 194 euro fine, or fight it,
0:23:03 > 0:23:07which risked a further heavier fine of over 1,000 euros?
0:23:07 > 0:23:11With the deadline of the 60 days, you know, we just decided, "Well,
0:23:11 > 0:23:16"we've got to bite the bullet, we've got to pay it, put it to one side."
0:23:16 > 0:23:20And that's what we did, ultimately, was, you know,
0:23:20 > 0:23:24we paid it and then just hoped that that was the end of it.
0:23:26 > 0:23:30But paying a fee of nearly 200 euros to cover someone else's crime
0:23:30 > 0:23:33has left Deb and Martin hugely frustrated.
0:23:33 > 0:23:38The hardest part of, you know, this whole affair is the fact that,
0:23:38 > 0:23:41knowing that we didn't do it,
0:23:41 > 0:23:44we didn't speed up in Padua,
0:23:44 > 0:23:48we'd never been there, we haven't driven up there,
0:23:48 > 0:23:51and there was no way of actually proving that.
0:23:53 > 0:23:55Well, when we contacted Europcar,
0:23:55 > 0:23:59the company told us it's sorry that Deb and Martin feel it didn't assist
0:23:59 > 0:24:02them on this matter, pointing out it did advise them to contact
0:24:02 > 0:24:06the Italian authorities directly to dispute the fine.
0:24:06 > 0:24:09It says, owing to the length of time since the rental,
0:24:09 > 0:24:12it's unable to take up the case on the couple's behalf, but it has
0:24:12 > 0:24:16sent them the e-mail address for the Venice Police Department,
0:24:16 > 0:24:19so that they can send on their evidence if they wish to continue
0:24:19 > 0:24:23disputing this fine, which Martin and Deb say they do plan to do.
0:24:24 > 0:24:28When you feel as if you're paying for something which is not
0:24:28 > 0:24:32your fault, you didn't commit, and somebody else is at it,
0:24:32 > 0:24:34then you just feel it's wrong.
0:24:34 > 0:24:38And it really does, you know, it does, it does really get you,
0:24:38 > 0:24:40but we just didn't feel like we had any choice.
0:24:42 > 0:24:46If you find yourself hit with any sort of summons or fine from abroad,
0:24:46 > 0:24:49solicitor Gabriele Giambrone says
0:24:49 > 0:24:52the one thing you should never do is ignore it.
0:24:52 > 0:24:55There is a very strong possibility that any fine or any issue
0:24:55 > 0:24:59that people are facing overseas will come back and haunt you in the UK,
0:24:59 > 0:25:01and when you're dealing with it,
0:25:01 > 0:25:04the consequences and the cost will be probably ten times higher.
0:25:05 > 0:25:09Gabriele suggests, as Deb and Martin have been doing,
0:25:09 > 0:25:12you should gather as much evidence as possible and seek legal advice
0:25:12 > 0:25:15from a specialist as soon as you can.
0:25:15 > 0:25:18In the first instance, you should be able to get help
0:25:18 > 0:25:20from the local consulate for free,
0:25:20 > 0:25:24and if it looks like getting legal advice may rack up extra costs,
0:25:24 > 0:25:28he points to an element of many insurance policies that's very often
0:25:28 > 0:25:32- forgotten.- We sometimes tend to remind clients that they may have
0:25:32 > 0:25:36legal expenses insurance in their home insurance policy,
0:25:36 > 0:25:39and most people don't seem to be aware about it.
0:25:39 > 0:25:42More importantly, do not get defeated easily.
0:25:42 > 0:25:45If you think you're in the right and something wrong has happened
0:25:45 > 0:25:47overseas, do not be put off by the idea
0:25:47 > 0:25:49that you're in a foreign country,
0:25:49 > 0:25:53because ultimately there are solutions out there.
0:25:54 > 0:25:58Well, despite the difficulties our holiday-makers faced whilst trying
0:25:58 > 0:26:00to navigate foreign laws,
0:26:00 > 0:26:03I'm pleased to say they've not been put off further travels,
0:26:03 > 0:26:06and Annie would still report a crime should she need to,
0:26:06 > 0:26:10even after all the stress that doing so has caused.
0:26:10 > 0:26:13I think I would report it again,
0:26:13 > 0:26:18although if I hadn't have done, we wouldn't have had all the stress,
0:26:18 > 0:26:21but if people don't,
0:26:21 > 0:26:26the criminals are going to get away with carrying on and doing this.
0:26:27 > 0:26:29And for Deb and Martin,
0:26:29 > 0:26:31the mysterious speeding fine wasn't enough
0:26:31 > 0:26:33to put them off returning to Italy,
0:26:33 > 0:26:36but they found a way to avoid surprises.
0:26:36 > 0:26:37Let's get cracking!
0:26:38 > 0:26:41We made a decision, instead of hiring a car,
0:26:41 > 0:26:45we'd drive the 2,500 miles instead,
0:26:45 > 0:26:47so it was kind of a holiday within a holiday.
0:26:54 > 0:26:56Still to come on Rip-Off Britain...
0:26:56 > 0:26:58How disputed damage to hire cars
0:26:58 > 0:27:01could leave you with a serious dent...
0:27:01 > 0:27:03in your wallet.
0:27:03 > 0:27:07We had to pay way well over 1,200 euros, and, of course,
0:27:07 > 0:27:09that was coming out of our savings.
0:27:14 > 0:27:17Our travel expert Simon Calder is full of tips
0:27:17 > 0:27:19to save you money on your travels.
0:27:19 > 0:27:22He's got lots of ideas on everything from how to avoid the crowds,
0:27:22 > 0:27:25to the best way to steer clear of those tourist traps.
0:27:26 > 0:27:30This time, it's a top choice for a city break - Hamburg.
0:27:32 > 0:27:34It's the largest city in the European Union
0:27:34 > 0:27:35which isn't a capital.
0:27:35 > 0:27:38Thanks to the spread of cheap flights,
0:27:38 > 0:27:42Hamburg is easy to get to from eight UK airports, and once you arrive,
0:27:42 > 0:27:46you'll find the city is just as simple to get around.
0:27:46 > 0:27:51Go wherever you please with the 9-Uhr-Tageskarte,
0:27:51 > 0:27:53the 9am day ticket,
0:27:53 > 0:27:57which, guess what, is valid every working day from 9am,
0:27:57 > 0:27:59and at any time at weekends.
0:28:01 > 0:28:05Hamburg has some of the finest public transport systems anywhere,
0:28:05 > 0:28:08and access to all areas comes at bargain prices.
0:28:09 > 0:28:13Under seven euros covers an adult and up to three children,
0:28:13 > 0:28:16and for just 12 euros,
0:28:16 > 0:28:20up to five adults can travel together on the underground U-Bahn,
0:28:20 > 0:28:24the overground S-Bahn, the buses and the fabulous ferry system.
0:28:24 > 0:28:26Big network, small prices!
0:28:28 > 0:28:30Well, given that the city has more canals
0:28:30 > 0:28:32than Amsterdam and Venice combined,
0:28:32 > 0:28:36it's a good job the ferry network is as fabulous as Simon says it is.
0:28:36 > 0:28:38Stopping off at one of the city's museums
0:28:38 > 0:28:41should be top of any tourist's to-do list
0:28:41 > 0:28:43and one of Simon's favourites
0:28:43 > 0:28:46is the beautifully restored Hamburger Kunsthalle,
0:28:46 > 0:28:49taking you on a journey through the history of Western art,
0:28:49 > 0:28:50but the price can vary,
0:28:50 > 0:28:54so make sure you know when it's the cheapest time to go.
0:28:54 > 0:28:57At weekends, the cost of admission is a couple of euros higher,
0:28:57 > 0:29:01but come along on a Thursday evening, when it's open till 9,
0:29:01 > 0:29:03and you'll get in for almost half price.
0:29:03 > 0:29:05If that's still too much, well,
0:29:05 > 0:29:09you can wander through the very elegant foyer and library for free.
0:29:10 > 0:29:14For something more theatrical, visit the Elbphilharmonie Concert Hall,
0:29:14 > 0:29:17a shrine to the Germans' love of music.
0:29:17 > 0:29:20It may have cost a packet and been seven years behind schedule,
0:29:20 > 0:29:23but the building is a powerful addition to the city's skyline
0:29:23 > 0:29:27and Simon recommends taking a one-hour backstage tour.
0:29:27 > 0:29:31Book in advance for an English-language exploration
0:29:31 > 0:29:34of the world's most modern concert venue.
0:29:34 > 0:29:35The organisers warn, though,
0:29:35 > 0:29:37that the tour is physically demanding
0:29:37 > 0:29:40because of the number of steps involved.
0:29:40 > 0:29:44Accessible guided tours are available, but only in German!
0:29:49 > 0:29:51One of the biggest holiday bugbears you contact us about
0:29:51 > 0:29:55is the cost of using a hire-car company abroad.
0:29:55 > 0:29:57Our inbox is positively bulging
0:29:57 > 0:30:00with complaints about unnecessary charges,
0:30:00 > 0:30:03either when you pick your vehicle up or when you return it,
0:30:03 > 0:30:05and it's some of those that are perhaps
0:30:05 > 0:30:06the most difficult to challenge,
0:30:06 > 0:30:09especially if the first you hear of it
0:30:09 > 0:30:12is when you've returned home and suddenly find an unexpected charge
0:30:12 > 0:30:15on your credit card bill for damage you're certain you didn't cause.
0:30:17 > 0:30:21Hiring a car whilst abroad gives you flexibility and freedom
0:30:21 > 0:30:24and can really make a big difference to your holiday.
0:30:24 > 0:30:26You can explore whenever you want,
0:30:26 > 0:30:28and you're not reliant on anyone else to get about.
0:30:30 > 0:30:32And it's for all these reasons
0:30:32 > 0:30:36that retired vicar Neil Rob likes to book a hire car on his holidays.
0:30:36 > 0:30:40We go to Malta every year for two to three, sometimes four weeks.
0:30:42 > 0:30:46Where we stay is away from the main part of the island
0:30:46 > 0:30:50and the bus service is not particularly good...
0:30:51 > 0:30:52..so the car gives you...
0:30:53 > 0:30:55..flexibility.
0:30:55 > 0:30:58Neil and his wife Marlene's most recent trip to Malta
0:30:58 > 0:31:03was in May 2017, and, as he's done countless times before,
0:31:03 > 0:31:07Neil used an online comparison site to find his hire car.
0:31:07 > 0:31:10On this occasion, opting for a company he hadn't used before,
0:31:10 > 0:31:13but which seemed to offer a good deal.
0:31:13 > 0:31:16The star rating that was given on the site
0:31:16 > 0:31:19seemed to be as good as any other,
0:31:19 > 0:31:23and it was a relatively good rate, so...
0:31:24 > 0:31:26..not wanting to spend too much...
0:31:27 > 0:31:30..being a Scotsman, I went for Goldcar.
0:31:30 > 0:31:35Neil paid just over £185 for three weeks' rental,
0:31:35 > 0:31:37and for extra peace of mind,
0:31:37 > 0:31:38as he'd done on previous trips,
0:31:38 > 0:31:43he took out an extra insurance policy costing nearly £170,
0:31:43 > 0:31:45which meant that if he had an accident,
0:31:45 > 0:31:48he wouldn't face a big bill for repairs
0:31:48 > 0:31:51or need to pay any excess towards the damages.
0:31:51 > 0:31:56Having done that, you had the feeling that, well,
0:31:56 > 0:31:57that was covered,
0:31:57 > 0:32:02um, no worries, you're going to have a good holiday,
0:32:02 > 0:32:08a reasonable car to get around in and there was no problems with it.
0:32:09 > 0:32:13So, it came as a shock when Neil and his wife got to the rental desk
0:32:13 > 0:32:17at the airport only to be told that as far as Goldcar was concerned,
0:32:17 > 0:32:19that extra insurance he'd bought wasn't enough.
0:32:20 > 0:32:24She asked me for the car insurance and I said,
0:32:24 > 0:32:26"I've got full insurance cover."
0:32:26 > 0:32:29She said, but that's not our insurance,
0:32:29 > 0:32:31you need to have our insurance.
0:32:31 > 0:32:35I said, "No, I've got full cover for the three weeks
0:32:35 > 0:32:37"that I've got the car."
0:32:37 > 0:32:38And she said, "No."
0:32:38 > 0:32:41I said, "Well, I'm not taking out another insurance cover,
0:32:41 > 0:32:43"I've already paid."
0:32:43 > 0:32:44But Goldcar insisted
0:32:44 > 0:32:47that Neil needed to buy its own insurance policy
0:32:47 > 0:32:49and if he didn't, a 1,350-euro deposit
0:32:49 > 0:32:52would be held on his credit card
0:32:52 > 0:32:54until he returned the vehicle undamaged.
0:32:55 > 0:32:56What do you do?
0:32:56 > 0:33:00You can't, at that point, really turn round and say, "Well, no."
0:33:00 > 0:33:04Because they've got part of your money and...
0:33:05 > 0:33:07..you want to get on with your holiday.
0:33:08 > 0:33:11Worried about being charged for any damage he hadn't caused,
0:33:11 > 0:33:15Neil took special care to check over the car before driving off.
0:33:15 > 0:33:18When I got into the car, I wasn't impressed
0:33:18 > 0:33:20by the state of the interior of the car.
0:33:20 > 0:33:23It could have done with a good clean,
0:33:23 > 0:33:25particularly the seats.
0:33:25 > 0:33:27Neil says that from the off,
0:33:27 > 0:33:30there was also a mysterious knocking sound on the driver's side,
0:33:30 > 0:33:32and when that got worse over the next few days,
0:33:32 > 0:33:36Neil contacted Goldcar in case it was something serious.
0:33:36 > 0:33:38Later that day, two men arrived to assess the car,
0:33:38 > 0:33:40and after a drive around the block,
0:33:40 > 0:33:42confirmed that there was a problem with the clutch.
0:33:42 > 0:33:46They took the faulty car away and returned with a replacement vehicle,
0:33:46 > 0:33:48plus - to Neil's astonishment -
0:33:48 > 0:33:53a bill for a new clutch to the tune of just over 1,250 euros.
0:33:54 > 0:33:59I refused to pay, and I was told I had to pay it,
0:33:59 > 0:34:04so we had a bit of a confrontation and I asked to speak to his manager.
0:34:05 > 0:34:09He phoned his manager and his manager said that I had to...
0:34:10 > 0:34:12..pay this.
0:34:12 > 0:34:14Neil refused to accept that the damage to the original car
0:34:14 > 0:34:17was his fault, but he says Goldcar insisted
0:34:17 > 0:34:19that unless he paid the 1,250 euros,
0:34:19 > 0:34:22he wouldn't be able to have either the new replacement vehicle
0:34:22 > 0:34:25or keep the old one. So, left with very little choice,
0:34:25 > 0:34:29Neil reluctantly paid the bill for the clutch on his credit card -
0:34:29 > 0:34:31money that he now plans to claim back
0:34:31 > 0:34:35through the insurance policy that he bought in the first instance.
0:34:35 > 0:34:40We had to pay well over 1,200 euros, and, of course,
0:34:40 > 0:34:42that was coming out of our savings...
0:34:44 > 0:34:47..which are not limitless, as pensioners.
0:34:48 > 0:34:51Stories such as Neil's are worryingly familiar
0:34:51 > 0:34:53to financial expert James Daley,
0:34:53 > 0:34:57who's sceptical about the ways some hire-car companies operate.
0:34:57 > 0:35:01There's no good reason why car-hire companies should be implementing
0:35:01 > 0:35:06excesses of as high as £1,000 every time a customer rents a car.
0:35:06 > 0:35:07None of us have that kind of excess
0:35:07 > 0:35:10on a standard personal car insurance policy,
0:35:10 > 0:35:13and I can't see any good reason why a car-hire company
0:35:13 > 0:35:15would impose those levels on their customers either.
0:35:15 > 0:35:17I think, perhaps, the more likely reason
0:35:17 > 0:35:22is that it gives them a chance to sell this expensive excess insurance
0:35:22 > 0:35:24on top of the regular car hire.
0:35:26 > 0:35:28Despite what happened in Neil's case,
0:35:28 > 0:35:30James says it is a good idea to buy in advance
0:35:30 > 0:35:32the sort of insurance policy that he did,
0:35:32 > 0:35:36reducing expensive excesses to zero in the event of any damage,
0:35:36 > 0:35:39but it's worth shopping around for the best price.
0:35:40 > 0:35:43There are lots of good independent insurance companies
0:35:43 > 0:35:45that you can buy from,
0:35:45 > 0:35:48and there are even car-hire insurance excess comparison sites
0:35:48 > 0:35:51that will help you compare the best policy.
0:35:51 > 0:35:53If you buy it from an independent third party,
0:35:53 > 0:35:56it is often only a few pounds for your entire trip,
0:35:56 > 0:36:00or a few tens of pounds for the entire year if you go away regularly.
0:36:01 > 0:36:02But here at Rip-Off Britain,
0:36:02 > 0:36:04we regularly hear from people
0:36:04 > 0:36:06who've been hit with unexpected difficulties
0:36:06 > 0:36:08after hiring a car abroad,
0:36:08 > 0:36:10and among all the complaints we receive,
0:36:10 > 0:36:12one name crops up more than most,
0:36:12 > 0:36:16and that's the company Neil hired from, Goldcar.
0:36:16 > 0:36:20With bases in over 90 tourist spots in Europe, and rising,
0:36:20 > 0:36:23it's bound to get some unhappy customers now and again,
0:36:23 > 0:36:25but from what you've been telling us,
0:36:25 > 0:36:27among the complaints that keep cropping up -
0:36:27 > 0:36:31extra charges for insurance that you neither wanted nor asked for,
0:36:31 > 0:36:34and surprise amounts on your credit cards when you get home.
0:36:36 > 0:36:39Bill Horner from Sheffield says that despite telling Goldcar
0:36:39 > 0:36:43he didn't need its insurance, he was charged for it anyway.
0:36:44 > 0:36:46When I was back in the United Kingdom,
0:36:46 > 0:36:52I looked at my credit card statement and found, to my horror,
0:36:52 > 0:36:58that they'd taken out 148.72 euros
0:36:58 > 0:37:01as extra insurance.
0:37:01 > 0:37:04I just want car-hire companies to be upfront with me.
0:37:04 > 0:37:08That's the whole point of your contract with them,
0:37:08 > 0:37:11that they tell you exactly what you are paying for.
0:37:13 > 0:37:17Well, we wanted to see for ourselves just how Goldcar operate,
0:37:17 > 0:37:20so we hired a car for three days
0:37:20 > 0:37:22from Goldcar's branch at Palma Airport.
0:37:22 > 0:37:24To be on the safe side,
0:37:24 > 0:37:28we'd purchased in advance our own insurance policy for £11.96
0:37:28 > 0:37:32to cover any excess we might be hit with in the event of damage,
0:37:32 > 0:37:34but mirroring the experience of Neil,
0:37:34 > 0:37:37and indeed some of the other complaints you've sent,
0:37:37 > 0:37:40despite making it clear that we had this policy,
0:37:40 > 0:37:42Goldcar said as per its T&Cs,
0:37:42 > 0:37:45we would either have to purchase one of its policies,
0:37:45 > 0:37:47costing nearly 85 euros,
0:37:47 > 0:37:51or a deposit of 1,100 euros would be held on our card
0:37:51 > 0:37:54until we returned the car undamaged.
0:37:54 > 0:37:56And though that's not illegal,
0:37:56 > 0:37:59and nor is it a practice confined to just one hire-car company,
0:37:59 > 0:38:03James Daley says it can leave customers not just confused,
0:38:03 > 0:38:04but potentially disadvantaged.
0:38:06 > 0:38:08So some car hire companies will insist
0:38:08 > 0:38:12that you buy their excess insurance and if you don't,
0:38:12 > 0:38:13they will tell you that you have to put
0:38:13 > 0:38:16a £1,200 reserve on your credit card.
0:38:16 > 0:38:19They won't take that £1,200 from your card,
0:38:19 > 0:38:22but they'll put a hold on it, so that if you do have an accident,
0:38:22 > 0:38:25that money is there for them to reclaim if they need it.
0:38:25 > 0:38:28Now, you might have bought your insurance already
0:38:28 > 0:38:29from a third-party,
0:38:29 > 0:38:32but the car-hire companies often say, "We don't care about that.
0:38:32 > 0:38:34"If you don't buy your insurance from us,
0:38:34 > 0:38:36"we're going to put this reserve on your card."
0:38:36 > 0:38:37And, of course, for some people,
0:38:37 > 0:38:41they may only have a £2,500 credit limit on their credit card.
0:38:41 > 0:38:44If you've got £1,200 reserved by your car-hire company,
0:38:44 > 0:38:47that could be eating up all the credit that you have.
0:38:47 > 0:38:50So it's a very uncompetitive practice, not particularly fair,
0:38:50 > 0:38:53but it's one that a lot of car hire companies do indulge in.
0:38:55 > 0:38:58Back in Palma, we also wanted to see if we'd be charged for any damage
0:38:58 > 0:39:01that we hadn't caused, so when we took the car away,
0:39:01 > 0:39:05we noted down any pre-existing damage that was already on the car
0:39:05 > 0:39:08and took photos to prove what state it was in.
0:39:08 > 0:39:10When we returned the car three days later,
0:39:10 > 0:39:12we repeated the process again,
0:39:12 > 0:39:14to make extra sure that we wouldn't be charged
0:39:14 > 0:39:16and, on this occasion,
0:39:16 > 0:39:20our 1,100 euro deposit was returned intact with no deductions.
0:39:20 > 0:39:23But although we avoided any extra charges,
0:39:23 > 0:39:26James Daley still sees too many examples across the industry
0:39:26 > 0:39:27where this isn't the case,
0:39:27 > 0:39:29which is why he'd like hire-car companies
0:39:29 > 0:39:33to be far more transparent with their charges.
0:39:33 > 0:39:34Once you've picked up your car,
0:39:34 > 0:39:36the first thing you should do is give it a once over.
0:39:36 > 0:39:39Check for any scratches or bumps
0:39:39 > 0:39:41and take photos if you find anything.
0:39:41 > 0:39:44Better still, get it all marked up on the paperwork
0:39:44 > 0:39:46before you drive it off the forecourt,
0:39:46 > 0:39:49and take a copy of the marked-up document
0:39:49 > 0:39:51that shows where the damage is.
0:39:51 > 0:39:52If you don't have the evidence
0:39:52 > 0:39:54that there were scratches and bumps on the car
0:39:54 > 0:39:56when you picked it up,
0:39:56 > 0:39:59then you could end up being left to pay for them at the end.
0:39:59 > 0:40:01Well, when we spoke to Goldcar,
0:40:01 > 0:40:04it told us it's sorry that the customers we spoke to were unhappy
0:40:04 > 0:40:07with their experience, but after reviewing their cases,
0:40:07 > 0:40:11it is satisfied that the proper procedures were followed,
0:40:11 > 0:40:14and that the charges were applied correctly in each instance.
0:40:14 > 0:40:17It went on to say that it always gives customers the option
0:40:17 > 0:40:21of either paying a refundable deposit of at least £1,100
0:40:21 > 0:40:22to cover any damages,
0:40:22 > 0:40:25or to take out Goldcar's own cover
0:40:25 > 0:40:27which means that any damage will be covered
0:40:27 > 0:40:30and that Goldcar will handle all the paperwork.
0:40:30 > 0:40:34But with so many of you raising similar concerns about extra charges
0:40:34 > 0:40:36you faced after hiring a car abroad,
0:40:36 > 0:40:39perhaps the terms and conditions of some of the companies involved
0:40:39 > 0:40:42aren't quite as clear as they'd like to think.
0:40:42 > 0:40:45If charges are applied which you don't think are fair,
0:40:45 > 0:40:48extras are added that you didn't sign up to, then do complain,
0:40:48 > 0:40:50do appeal against them.
0:40:50 > 0:40:53Customers that are persistent do often get their money back,
0:40:53 > 0:40:54but it isn't easy.
0:40:55 > 0:40:58And while stories like this are a reminder to get any charges
0:40:58 > 0:41:01you don't understand fully explained before you drive off,
0:41:01 > 0:41:03Neil's experience has put him off
0:41:03 > 0:41:06returning to this particular hire-car company in the future.
0:41:06 > 0:41:10The stress of it all made me quite ill, really.
0:41:10 > 0:41:13The whole episode put a cloud over the holiday
0:41:13 > 0:41:17because it took us a few days to recover from it.
0:41:24 > 0:41:27Rip Off Britain wouldn't be here without your stories,
0:41:27 > 0:41:30and we've got plenty of ways you can get in touch.
0:41:30 > 0:41:31Send us an e-mail to...
0:41:34 > 0:41:36Or write to us at...
0:41:42 > 0:41:46But please, don't send original copies of any documents.
0:41:48 > 0:41:51And even if you haven't got a story you'd like us to investigate,
0:41:51 > 0:41:54you can join in the conversation on our Facebook page.
0:41:54 > 0:41:57Just search BBC Rip Off Britain.
0:42:01 > 0:42:04Well, I must admit, I was horrified by some of the charges
0:42:04 > 0:42:08that we've heard about today, particularly in that hire-car story.
0:42:08 > 0:42:10I'm sure if you've ever hired a car abroad,
0:42:10 > 0:42:13you'll already have spent a few anxious moments
0:42:13 > 0:42:15wondering if you are going to be accused
0:42:15 > 0:42:16of causing any damage on its return,
0:42:16 > 0:42:19so for that situation to happen when you got home
0:42:19 > 0:42:23is up there amongst every driver's worst nightmare.
0:42:23 > 0:42:25And I tell you, I was especially interested in finding out
0:42:25 > 0:42:28what happens if you find yourself on the wrong end
0:42:28 > 0:42:31of a summons or a fine for a driving offence abroad.
0:42:31 > 0:42:33You know, I'm sure that an awful lot of people
0:42:33 > 0:42:35will have wondered just what might happen
0:42:35 > 0:42:37if they inadvertently break the law on holiday,
0:42:37 > 0:42:41and what the end result might be if the situation was left unresolved.
0:42:41 > 0:42:43Don't forget, if you've got something
0:42:43 > 0:42:46you'd like us to look into, and not just to do with holidays,
0:42:46 > 0:42:48please do drop us a line.
0:42:48 > 0:42:51But for now, from all of us here in sunny Tenerife, it's goodbye.
0:42:51 > 0:42:52- Bye-bye.- Bye-bye.