0:00:02 > 0:00:04We asked you who's left you feeling ripped off
0:00:04 > 0:00:06when it comes to your holidays,
0:00:06 > 0:00:09and you came back with a catalogue of travel disasters.
0:00:09 > 0:00:11A holiday is supposed to be a time of relaxing,
0:00:11 > 0:00:12not a time of more stress
0:00:12 > 0:00:15and certainly not a time of stress whilst you're away.
0:00:15 > 0:00:17You go into it with your eyes wide open.
0:00:17 > 0:00:20If you think something's too good to be true, then it probably is.
0:00:20 > 0:00:23Whether it's a deliberate rip-off, a simple mistake,
0:00:23 > 0:00:24or a catch in the small print,
0:00:24 > 0:00:28we'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 an even warmer than usual welcome to Rip-Off Britain
0:00:39 > 0:00:41because for this series, we're in the Canary Islands
0:00:41 > 0:00:45investigating all things holiday and travel-related.
0:00:45 > 0:00:47And today's stories are all about
0:00:47 > 0:00:49whether that great deal you've spotted - you know the one,
0:00:49 > 0:00:52the cheap flights or the last remaining hotel room -
0:00:52 > 0:00:55really is as good as it seems.
0:00:55 > 0:00:58Because with all those booking websites, the online travel agents,
0:00:58 > 0:01:01and of course we mustn't forget the high street travel shops,
0:01:01 > 0:01:05all clamouring for your custom, it's very easy to be seduced
0:01:05 > 0:01:08by offers that may not be all that they're cracked up to be.
0:01:08 > 0:01:11Perhaps because, and I bet a few of you have come across this,
0:01:11 > 0:01:15that particular deal that you've seen is not actually available.
0:01:15 > 0:01:18Or you've been drawn in by a price that quite suddenly rises
0:01:18 > 0:01:20the very moment you try and book it.
0:01:20 > 0:01:23Yes, I think you're right, we all know that that is a very familiar
0:01:23 > 0:01:25scenario to all of us, in fact.
0:01:25 > 0:01:28We'll also be looking at deals where the terms may turn out to be
0:01:28 > 0:01:31not quite what you expected and along the way we'll have plenty of
0:01:31 > 0:01:35advice to make sure that whatever it is you're signing up to, you end up
0:01:35 > 0:01:39with the deal you expected to get in the first place.
0:01:41 > 0:01:45Coming up, why hotel booking sites are under the spotlight to see
0:01:45 > 0:01:49if the way they try and push you into making a decision is unfair.
0:01:49 > 0:01:53So claims such as "three other people looking right now",
0:01:53 > 0:01:55or "last booked two hours ago" -
0:01:55 > 0:01:58we want to understand the basis for those claims.
0:01:58 > 0:01:59Are those claims true?
0:02:00 > 0:02:04And why thousands of cruise passengers could be setting sail
0:02:04 > 0:02:07without the vital protection they need.
0:02:07 > 0:02:10My time was ticking away, and we kept asking
0:02:10 > 0:02:14when we would get this wheelchair but it just didn't happen,
0:02:14 > 0:02:17and there was loads of other people around us actually saying,
0:02:17 > 0:02:20"We're going to miss our flight, this is disgusting."
0:02:24 > 0:02:27Now it's a fact that the internet has revolutionised our lives
0:02:27 > 0:02:31in countless ways. Not least in the way we travel.
0:02:31 > 0:02:34In 2016, over three quarters of holiday-makers
0:02:34 > 0:02:37booked their trip online. That's amazing, isn't it?
0:02:37 > 0:02:39And while, of course, there are many advantages
0:02:39 > 0:02:42to having all that choice at your fingertips,
0:02:42 > 0:02:45it can be difficult to know whether the deal being advertised
0:02:45 > 0:02:49really is as good as the website or booking site would have you believe.
0:02:49 > 0:02:54That's especially the case with sites dedicated to booking hotels,
0:02:54 > 0:02:57where, as we've reported before, sifting through the hidden fees,
0:02:57 > 0:03:00the promised discounts and hotel rankings can leave you
0:03:00 > 0:03:04not only confused, but sometimes out of pocket as well.
0:03:04 > 0:03:07Well, now the regulators have started to shine a light
0:03:07 > 0:03:09on this area, launching an investigation
0:03:09 > 0:03:11into whether customers are being misled.
0:03:11 > 0:03:15And there are several key ways they reckon that might be happening.
0:03:18 > 0:03:22Between us, we're taking more foreign holidays than ever before.
0:03:22 > 0:03:26Brits went on over 70 million trips abroad in 2016,
0:03:26 > 0:03:30with most of our flights and our hotels now booked online.
0:03:30 > 0:03:33But while the internet is supposed to make it easier
0:03:33 > 0:03:35to get a good deal on your travels,
0:03:35 > 0:03:39there are concerns that when it comes to booking hotels,
0:03:39 > 0:03:41not everything is quite as it seems
0:03:41 > 0:03:43when we're looking for the best price.
0:03:43 > 0:03:47Retired engineer Martin Knutt is among those who wonder
0:03:47 > 0:03:50if the websites that dominate the industry
0:03:50 > 0:03:51could be pulling a fast one.
0:03:52 > 0:03:54I feel quite a lot of pressure,
0:03:54 > 0:03:57particularly where I'm looking for somewhere
0:03:57 > 0:04:00and it says "last one at this price".
0:04:00 > 0:04:05And I am definitely being pressured to make a decision,
0:04:05 > 0:04:08I don't always get the best deal.
0:04:08 > 0:04:12And Martin's suspicions over whether hotel booking sites really do offer
0:04:12 > 0:04:17as good a deal as it might seem appeared to be confirmed during
0:04:17 > 0:04:20a driving holiday through the Czech Republic with his wife, Jennifer.
0:04:20 > 0:04:23We were on the motorway towards Prague,
0:04:23 > 0:04:27we stopped for some refreshments and found they had Wi-Fi,
0:04:27 > 0:04:31so we get out the laptop, fire it up,
0:04:31 > 0:04:36and start using, for the first time ever, a booking website.
0:04:36 > 0:04:38Having selected a hotel,
0:04:38 > 0:04:45we found one where the price worked out at about £130 a night
0:04:45 > 0:04:48and this struck us as rather excessive
0:04:48 > 0:04:51but, hey, it's a capital city.
0:04:51 > 0:04:56And I was just about to press the button when the Wi-Fi failed.
0:04:56 > 0:05:00Unable to confirm his booking online and guarantee a room for the night,
0:05:00 > 0:05:05Martin got back on the road and decided to take a chance.
0:05:05 > 0:05:09We found our way to this hotel
0:05:09 > 0:05:13and I stopped by it and said, "Have you got rooms?"
0:05:13 > 0:05:16And the chap said, "Yes, sir." "And how much?"
0:05:16 > 0:05:19And, to my surprise, it was only £85.
0:05:20 > 0:05:24That was more than a third cheaper than the price he'd been given
0:05:24 > 0:05:27on a big-name booking site, saving him £45.
0:05:27 > 0:05:31And as Martin and Jennifer continued their driving holiday,
0:05:31 > 0:05:35their mistrust of booking sites only increased.
0:05:35 > 0:05:41A couple of weeks later, we were in Hungary, we found one or two hotels,
0:05:41 > 0:05:45said they were fully booked and another one had a room
0:05:45 > 0:05:49that was "the last one at this price".
0:05:49 > 0:05:51We booked it, we got there, we got in.
0:05:51 > 0:05:55However, the hotel was three quarters empty.
0:05:55 > 0:05:58When he found out that there was a lot more availability
0:05:58 > 0:06:01at this hotel than had appeared to be the case,
0:06:01 > 0:06:02Martin couldn't help wondering
0:06:02 > 0:06:05if people using these hotel booking sites
0:06:05 > 0:06:08are being given information that might encourage them
0:06:08 > 0:06:11to believe they need to act quickly.
0:06:11 > 0:06:16It was very much pressure selling, trying to make you make a decision.
0:06:16 > 0:06:21"Oh, my goodness, I'm not going to get in, I must book now."
0:06:22 > 0:06:26Martin returned home, convinced that the world of online booking sites
0:06:26 > 0:06:28isn't all that it seems.
0:06:30 > 0:06:32And he's not alone in his concerns.
0:06:32 > 0:06:34The Competition and Markets Authority, the organisation
0:06:34 > 0:06:38specifically tasked with promoting competition between businesses,
0:06:38 > 0:06:42so that consumers, businesses and the economy all benefit,
0:06:42 > 0:06:45has long suspected that the practices of such sites
0:06:45 > 0:06:48may be doing the opposite of what you'd think
0:06:48 > 0:06:52and actually preventing consumers from finding the best deals online.
0:06:52 > 0:06:55We heard concerns from a range of sources
0:06:55 > 0:06:59about potentially misleading practices on these sites.
0:06:59 > 0:07:00We heard concerns that the clarity,
0:07:00 > 0:07:03the accuracy and the presentation of information
0:07:03 > 0:07:05wasn't actually helping consumers -
0:07:05 > 0:07:09it was making it more difficult for them to make choices
0:07:09 > 0:07:10about their holiday bookings.
0:07:12 > 0:07:15To find out if these sites are giving people a fair choice,
0:07:15 > 0:07:17and indeed a fair price,
0:07:17 > 0:07:21Nisha and her team at the CMA have launched a survey,
0:07:21 > 0:07:23and they'd like your help.
0:07:23 > 0:07:27We want to hear from consumers, so we've opened up a consumer survey.
0:07:27 > 0:07:29Within two weeks of the investigation,
0:07:29 > 0:07:32we've had around 2,000 responses to that survey,
0:07:32 > 0:07:35telling us what consumers are experiencing.
0:07:35 > 0:07:39All of that information will tell us more about the sector
0:07:39 > 0:07:44and to understand whether sites might be breaking consumer law.
0:07:44 > 0:07:48Not only is the CMA gathering information from consumers
0:07:48 > 0:07:51about their experience of using hotel booking sites,
0:07:51 > 0:07:53they've written to the companies themselves,
0:07:53 > 0:07:56demanding information on their marketing practices.
0:07:56 > 0:07:59We hope to report our findings in spring of 2018,
0:07:59 > 0:08:02after we've gathered and analysed all the information
0:08:02 > 0:08:05and we understand where the worst practices are
0:08:05 > 0:08:07and how we need to tackle them.
0:08:08 > 0:08:12If the CMA does uncover breaches of consumer protection law,
0:08:12 > 0:08:15it can demand changes in the way these sites operate
0:08:15 > 0:08:20and ultimately take them to court if its requirements are not met.
0:08:20 > 0:08:22But, in the meantime, we asked Martin
0:08:22 > 0:08:25to put some of the best-known booking sites to the test,
0:08:25 > 0:08:29to see what he'd be told if he tried booking a three-night stay
0:08:29 > 0:08:31in a particular hotel in Prague.
0:08:31 > 0:08:34Would there be much of a variation in price,
0:08:34 > 0:08:38and would he face any subtle pressure to make the booking?
0:08:38 > 0:08:41I've heard that the Hotel Prague Inn is very nice,
0:08:41 > 0:08:45so I'm going to try and book a long weekend there
0:08:45 > 0:08:47for myself and my wife.
0:08:47 > 0:08:50As you will see, there are a lot of booking websites here
0:08:50 > 0:08:52which offer this hotel.
0:08:54 > 0:08:56And we asked Nisha at the CMA to give her thoughts
0:08:56 > 0:08:59on what she thinks he'll find.
0:08:59 > 0:09:01When customers put in their search criteria,
0:09:01 > 0:09:04so they put in their dates, they put in the destination they want,
0:09:04 > 0:09:06up pops a list of hotels in a particular order.
0:09:06 > 0:09:08At the top, there might well be
0:09:08 > 0:09:11some recommended hotels or preferred hotels.
0:09:11 > 0:09:13What's put those hotels at the top of the list
0:09:13 > 0:09:17may not always be customer preference, but commission.
0:09:17 > 0:09:21Hotels will typically pay the sites around 15%,
0:09:21 > 0:09:24but they might pay extra for what's called "visibility" -
0:09:24 > 0:09:28in other words, given a higher profile in the search results,
0:09:28 > 0:09:32and that's something the CMA hopes to investigate a bit more.
0:09:32 > 0:09:35One of the things we want to understand is about the commission
0:09:35 > 0:09:39that's paid from hotels to online sites and, importantly,
0:09:39 > 0:09:44how that influences the ranking and the listing and the recommendations
0:09:44 > 0:09:48that consumers see when those search lists pop up.
0:09:48 > 0:09:51Although I've been told the Hotel Prague's very good,
0:09:51 > 0:09:54they think, "Maybe he'd like a different one.
0:09:54 > 0:09:57"Here's one that's a bit cheaper,
0:09:57 > 0:10:00"and here's one that's a great deal more expensive."
0:10:00 > 0:10:04We want to understand, actually, what do consumers understand
0:10:04 > 0:10:05when they see the listing?
0:10:05 > 0:10:07Do they understand that the hotel might be recommended to them,
0:10:07 > 0:10:10not just because it matches their search criteria,
0:10:10 > 0:10:13but for other considerations, such as commission?
0:10:13 > 0:10:16If that's the case, they might be making a choice
0:10:16 > 0:10:18they wouldn't otherwise have made.
0:10:18 > 0:10:21Martin has been given three different prices
0:10:21 > 0:10:23for his chosen hotel.
0:10:23 > 0:10:25This is Expedia.
0:10:25 > 0:10:32£551, non-refundable, or £580 allowing for a cancellation.
0:10:32 > 0:10:38Here we have LateRooms - the same hotel, the same three nights,
0:10:38 > 0:10:44the price is £509.49.
0:10:45 > 0:10:48I've now gone to Bookings.com,
0:10:48 > 0:10:54and their price for a room with a view is £586,
0:10:54 > 0:10:57and they say, "This is the cheapest price you've seen in Prague
0:10:57 > 0:10:58"for your dates,"
0:10:58 > 0:11:02and that is hardly accurate.
0:11:02 > 0:11:04However, they do down here say,
0:11:04 > 0:11:09"Standard room, you've missed it! sold for £424."
0:11:09 > 0:11:11Now that is the cheapest.
0:11:11 > 0:11:19Well...it may have been, but if it's not available now, so what?
0:11:19 > 0:11:22Will knowing he's already missed out on one possible deal
0:11:22 > 0:11:25rush Martin into making the decision
0:11:25 > 0:11:28to book at the higher price of £586?
0:11:28 > 0:11:33There are only three rooms left, so it sounds like I've got to be quick.
0:11:33 > 0:11:36This is exactly the kind of scenario
0:11:36 > 0:11:38that the CMA is hoping to get to the bottom of.
0:11:38 > 0:11:42So claims such as "three other people looking right now",
0:11:42 > 0:11:45or "last booked two hours ago" -
0:11:45 > 0:11:48we want to understand the basis for those claims. Are those claims true?
0:11:48 > 0:11:51We're concerned that consumers might be rushing to make a booking
0:11:51 > 0:11:54under a false impression of availability.
0:11:54 > 0:11:59Now I'm going to look at Hotels.com,
0:11:59 > 0:12:03and here we have a price of...
0:12:04 > 0:12:09This is the same as the first one, £551,
0:12:09 > 0:12:13and if you want to have the flexibility
0:12:13 > 0:12:18to cancel before the end of the month, it's £580.
0:12:19 > 0:12:23In this instance, Martin is given the choice of paying a higher rate
0:12:23 > 0:12:25to have the option to cancel,
0:12:25 > 0:12:27but part of being able to choose the best deal
0:12:27 > 0:12:32is knowing that all fees are included in the price you're seeing.
0:12:32 > 0:12:35So compulsory charges should be included in that headline price,
0:12:35 > 0:12:39charges such as for tax, for booking fees,
0:12:39 > 0:12:40for something called resort fees
0:12:40 > 0:12:43that are sometimes used and added on at the end -
0:12:43 > 0:12:47those are prices that the consumer should know about right up front,
0:12:47 > 0:12:48so they know what they have to pay
0:12:48 > 0:12:51and they know what they're going to get.
0:12:51 > 0:12:55With £509.49 as his cheapest price so far,
0:12:55 > 0:12:58Martin decides to leave the booking sites behind
0:12:58 > 0:13:01and go direct to the hotel's own home page...
0:13:01 > 0:13:03Right, Hotel Prague.
0:13:03 > 0:13:06This is the hotel itself.
0:13:06 > 0:13:09..to see if booking direct will save him money.
0:13:09 > 0:13:13And they are quoting £528.
0:13:14 > 0:13:20And that is cheaper than all of them, bar one, of the websites.
0:13:20 > 0:13:23But, of course, you can always ring up the hotel and haggle.
0:13:25 > 0:13:28Most hotels are happy to price match with online sites,
0:13:28 > 0:13:33but on this occasion, the LateRooms price of £509.49
0:13:33 > 0:13:34is Martin's best deal,
0:13:34 > 0:13:39with Expedia and Hotels.com charging slightly over £40 more
0:13:39 > 0:13:42and Booking.com just over £75.
0:13:42 > 0:13:47Well, we contacted the various sites for their explanation on all this.
0:13:47 > 0:13:50Expedia, of which Hotels.com is a brand,
0:13:50 > 0:13:53told us it welcomes further discussions with the CMA
0:13:53 > 0:13:58to ensure the market is transparent and to increase consumer benefit.
0:13:58 > 0:14:01It stressed, however, that prices are dynamic
0:14:01 > 0:14:04and can vary according to a number of factors,
0:14:04 > 0:14:07including availability, any promotions available,
0:14:07 > 0:14:10and the exchange rate. And it says customers find messages
0:14:10 > 0:14:14on the current availability of hotels to be...
0:14:17 > 0:14:21LateRooms said it's fully cooperated with the CMA investigation,
0:14:21 > 0:14:24not only providing the information requested,
0:14:24 > 0:14:27but also "sending supporting documentation to demonstrate
0:14:27 > 0:14:30"our customer-centric approach."
0:14:30 > 0:14:32It went on to say that the UK market
0:14:32 > 0:14:35is the core focus of its business, so it's...
0:14:38 > 0:14:41..and there have been no changes to its processes
0:14:41 > 0:14:44as a result of the current investigation.
0:14:44 > 0:14:47Meanwhile, Booking.com declined to comment.
0:14:49 > 0:14:53Booking sites can be an incredibly valuable and useful tool
0:14:53 > 0:14:55for consumers, opening up all sorts of choices for them
0:14:55 > 0:14:57and saving them time and money.
0:14:57 > 0:15:00But in order to do that, in order to be a force for good,
0:15:00 > 0:15:04they need to give people clear and accurate information,
0:15:04 > 0:15:07so they can make the best choice for them.
0:15:07 > 0:15:11The CMA hopes its study will conclude in around 18 months
0:15:11 > 0:15:13and, in the meantime, perhaps the best advice
0:15:13 > 0:15:16is not to take what you see on these sites at face value,
0:15:16 > 0:15:19or assume it's the best available price.
0:15:19 > 0:15:23Shop around, don't be hurried into booking and always check
0:15:23 > 0:15:27the final price before you hand over your payment details,
0:15:27 > 0:15:29which is certainly what Martin will be doing.
0:15:29 > 0:15:35My advice is when you look at these sites, see who it comes from.
0:15:35 > 0:15:39I think the consumer doesn't get a good deal.
0:15:43 > 0:15:46Well, it's easy to see why cruises are just so popular.
0:15:46 > 0:15:49It's a chance to see plenty of new places in one trip,
0:15:49 > 0:15:51the comfort of a cabin to go back to
0:15:51 > 0:15:53and, of course, plenty of entertainment on board.
0:15:53 > 0:15:57But as with any trip, you'll still need to have travel insurance
0:15:57 > 0:16:00in case you need to cancel or if you fall ill and need treatment
0:16:00 > 0:16:03either on board or at a local hospital.
0:16:03 > 0:16:06And with these costs running into the hundreds,
0:16:06 > 0:16:07even thousands of pounds,
0:16:07 > 0:16:10you want a policy that's going to pay out and ensure you don't
0:16:10 > 0:16:14have to end up having to get this sort of cash on the spot.
0:16:14 > 0:16:16But, as we're about to hear,
0:16:16 > 0:16:20making sure you've the correct cover may not be as simple as you'd think,
0:16:20 > 0:16:24leaving the people we're about to hear from completely at sea.
0:16:25 > 0:16:29Cruises are becoming a more popular holiday choice all the time.
0:16:29 > 0:16:33Each year, two million of us now take to the ocean waves,
0:16:33 > 0:16:37a figure that's likely to rise still further, as cruise ships continue
0:16:37 > 0:16:40their transformation into floating five-star hotels,
0:16:40 > 0:16:44complete with theatres, cinemas and swimming pools.
0:16:44 > 0:16:47And for people like Ann Cater and Derek Taylor from Preston,
0:16:47 > 0:16:52there's doubt why cruises are the number one holiday choice.
0:16:52 > 0:16:56The best things about a cruise is the fact that it's freedom.
0:16:56 > 0:17:02You get your theatres, your dinner, all served by nice waiters.
0:17:02 > 0:17:06You can go to the theatre, you can do shows.
0:17:06 > 0:17:09Ann and Derek have been on many cruises over the years,
0:17:09 > 0:17:13often travelling with one of the best-known names in the business,
0:17:13 > 0:17:17Royal Caribbean, and last year they booked with that company again
0:17:17 > 0:17:20to set sail from Barcelona in May.
0:17:20 > 0:17:23We really looked forward to this holiday because we both needed
0:17:23 > 0:17:27the rest and relaxation a cruise could give us.
0:17:27 > 0:17:31We also paid an awful lot of money for this.
0:17:31 > 0:17:37The trip cost £2,680 and it included flights from Manchester via Paris
0:17:37 > 0:17:39and then onto the start of the cruise in Barcelona.
0:17:39 > 0:17:42And as Ann needed some extra assistance,
0:17:42 > 0:17:43they requested help in Paris
0:17:43 > 0:17:46to make sure she made that connecting flight.
0:17:46 > 0:17:50When we got to Charles de Gaulle Airport,
0:17:50 > 0:17:53we thought we'd just go straight through with the wheelchair.
0:17:53 > 0:17:56We were taken through customs, which was unnecessary
0:17:56 > 0:18:00because we were on a connecting flight to Barcelona.
0:18:00 > 0:18:04We were then taken to a collection point, where several other people
0:18:04 > 0:18:07were waiting for wheelchairs.
0:18:07 > 0:18:10These wheelchairs didn't arrive and there was somebody at the desk,
0:18:10 > 0:18:13who we asked several times, "How much longer?",
0:18:13 > 0:18:16because we were going to miss our flight.
0:18:16 > 0:18:20Ann and Derek knew they only had one hour to make their connection
0:18:20 > 0:18:23and, if they missed it, the cruise would just leave without them.
0:18:23 > 0:18:26The time was ticking away and we kept asking
0:18:26 > 0:18:30when we would get this wheelchair, but it just didn't happen,
0:18:30 > 0:18:34and there was loads of other people around us actually saying,
0:18:34 > 0:18:37"We're going to miss our flight, this is disgusting."
0:18:37 > 0:18:40As they sat waiting for the wheelchair to arrive,
0:18:40 > 0:18:42they could hear the final call for passengers
0:18:42 > 0:18:45to board the connecting flight to Barcelona.
0:18:45 > 0:18:49We were then eventually taken upstairs to the Air France...
0:18:50 > 0:18:56..departure, where we were told that the plane had already gone
0:18:56 > 0:18:58and the only thing they could offer us
0:18:58 > 0:19:02was a further flight at 2:30 in the afternoon,
0:19:02 > 0:19:06which would have got us into Barcelona at 4:30,
0:19:06 > 0:19:09and the ship would have left at four o'clock.
0:19:09 > 0:19:11Ann and Derek were devastated.
0:19:11 > 0:19:14They knew that there was no chance now of making their cruise
0:19:14 > 0:19:16and were furious that so little time
0:19:16 > 0:19:19had been allowed for their connection.
0:19:19 > 0:19:23We were extremely cross that it should happen because, basically,
0:19:23 > 0:19:27I think Royal Caribbean should have known there was no way on earth,
0:19:27 > 0:19:29even without the wheelchair,
0:19:29 > 0:19:33that somebody could have crossed Charles de Gaulle Airport
0:19:33 > 0:19:37to actually get to the other departure lounge.
0:19:37 > 0:19:39Ann and Derek were flown back to the UK
0:19:39 > 0:19:42and, when they got home to Preston, they called Royal Caribbean,
0:19:42 > 0:19:45hoping to get a refund for the cruise they'd been unable to join
0:19:45 > 0:19:48because of that missed connection.
0:19:48 > 0:19:51But Royal Caribbean rejected their request,
0:19:51 > 0:19:54saying that they did try to make arrangements for Ann and Derek
0:19:54 > 0:19:57to board at the next port, but the couple had been so traumatised
0:19:57 > 0:20:00by their experience at the airport, they turned the offer down.
0:20:00 > 0:20:04Still, Ann and Derek had taken out annual travel insurance,
0:20:04 > 0:20:06so they were confident that that would help them
0:20:06 > 0:20:10get their money back, but when they got in touch with their insurer,
0:20:10 > 0:20:13a company called Alpha Travel Insurance, to their horror,
0:20:13 > 0:20:16they were told that they wouldn't be covered by that either.
0:20:16 > 0:20:18It told them that the liability here
0:20:18 > 0:20:21lay squarely with the cruise company, Royal Caribbean,
0:20:21 > 0:20:23for not allowing enough time for the connection.
0:20:23 > 0:20:27So, with no-one willing to help, Ann and Derek were stuck,
0:20:27 > 0:20:31and they faced losing the entire £2,680
0:20:31 > 0:20:33that they'd spent on their holiday.
0:20:33 > 0:20:37I feel that Derek and I have really, really been let down
0:20:37 > 0:20:40by the insurance company and the cruise company
0:20:40 > 0:20:43because we really needed that holiday.
0:20:44 > 0:20:47Well, at that point, the couple came to us,
0:20:47 > 0:20:49and as we looked into their case it became clear
0:20:49 > 0:20:53that their travel insurance, in common with many standard policies,
0:20:53 > 0:20:55had a surprising exclusion.
0:20:55 > 0:20:58It didn't, in fact, cover cruises at all,
0:20:58 > 0:21:02and yours may not either because it's fairly common for anyone going
0:21:02 > 0:21:06on a cruise to need to buy some sort of extra cover,
0:21:06 > 0:21:09a fact that Ann simply hadn't been aware of.
0:21:09 > 0:21:12I'm thoroughly annoyed with the insurance company,
0:21:12 > 0:21:17because no way we knew we couldn't claim because of a clause
0:21:17 > 0:21:21that stated cruises didn't come under their policy.
0:21:21 > 0:21:26If we'd known this, we would have booked the correct insurance policy.
0:21:27 > 0:21:30Well, when we spoke to Alpha Travel Insurance,
0:21:30 > 0:21:33the company reiterated that it hadn't rejected the claim
0:21:33 > 0:21:36because Ann hadn't purchased its cruise extension,
0:21:36 > 0:21:39but because it was purely the fault of Royal Caribbean
0:21:39 > 0:21:42that there hadn't been enough time to catch the connecting flight.
0:21:42 > 0:21:45The insurer said that, in order to help keep prices down,
0:21:45 > 0:21:48it does not offer cruise cover as standard,
0:21:48 > 0:21:50but an additional option for those who need it.
0:21:51 > 0:21:54So, even if Ann had paid an additional premium
0:21:54 > 0:21:57for a policy with cruise cover, then it would be unlikely
0:21:57 > 0:22:00that an insurer would have paid for her
0:22:00 > 0:22:01to meet the cruise at the next port.
0:22:01 > 0:22:04The problem being that most missed-connection policies
0:22:04 > 0:22:06will only pay out for a delay,
0:22:06 > 0:22:09and in Ann's case the flights were on time,
0:22:09 > 0:22:12meaning that the insurer would put liability
0:22:12 > 0:22:14firmly with the cruise company.
0:22:14 > 0:22:18But Ann remains concerned that had something gone wrong on the cruise,
0:22:18 > 0:22:20she wouldn't have been covered.
0:22:20 > 0:22:22And according to Graeme Trudgill,
0:22:22 > 0:22:26executive director at the British Insurance Brokers Association,
0:22:26 > 0:22:29not having the correct travel insurance
0:22:29 > 0:22:31for a cruise is a common problem.
0:22:31 > 0:22:34So it's really important for anyone going on one
0:22:34 > 0:22:37to check if they have the right cover before they set sail.
0:22:37 > 0:22:39You're going to get holiday travel policies
0:22:39 > 0:22:41that exclude cruises completely.
0:22:41 > 0:22:43You're going to get holiday travel policies
0:22:43 > 0:22:46that are silent on cruises, you'll get policies where it's an add-on,
0:22:46 > 0:22:48where you can buy it as an extra,
0:22:48 > 0:22:50or you'll get a comprehensive travel insurance policy
0:22:50 > 0:22:53that will cover cruises in their entirety.
0:22:53 > 0:22:57One reason why you might need specific insurance for a cruise
0:22:57 > 0:22:59is because if things go wrong while you're on board,
0:22:59 > 0:23:03the cost of things like medical care can be far more expensive
0:23:03 > 0:23:05than if you're on dry land.
0:23:05 > 0:23:07There's some key things that you're looking for
0:23:07 > 0:23:09with a cruise travel insurance policy.
0:23:09 > 0:23:12First of all, you want to make sure your medical situation
0:23:12 > 0:23:17is going to be covered, cos if you have to be evacuated - an airlift
0:23:17 > 0:23:21or a forced disembarkation from the actual ship -
0:23:21 > 0:23:23then there could be significant costs to you.
0:23:23 > 0:23:25And cruises can be right up there
0:23:25 > 0:23:28with some of the most expensive holidays on the market,
0:23:28 > 0:23:31so should you need to cancel for any reason,
0:23:31 > 0:23:34that would be a huge cost to your insurer.
0:23:34 > 0:23:36Which is why it's worth checking
0:23:36 > 0:23:39exactly what level of cancellation cover your policy includes.
0:23:39 > 0:23:43You need to make sure you've got enough for your cancellation,
0:23:43 > 0:23:46so a cancellation cover on a travel insurance policy, a normal policy,
0:23:46 > 0:23:50is going to be about £3,000, £5,000, something like that.
0:23:50 > 0:23:53But a cruise, of course, can cost £10,000, £20,000.
0:23:53 > 0:23:56We even have some cruises for £100,000,
0:23:56 > 0:24:00so you need to make sure that your cancellation limits are sufficient.
0:24:00 > 0:24:02And perhaps the most important advice of all -
0:24:02 > 0:24:04once you've paid for a cruise,
0:24:04 > 0:24:07make sure you have insurance in place straight away.
0:24:07 > 0:24:09It is important to buy your policy on day one,
0:24:09 > 0:24:11the day you book the cruise,
0:24:11 > 0:24:14because if you suffer a serious medical injury the next day,
0:24:14 > 0:24:15then you need to cancel the cruise,
0:24:15 > 0:24:18you need to perhaps get your deposits back,
0:24:18 > 0:24:21and that's why you need your policy to start immediately.
0:24:21 > 0:24:25I'm very pleased to say that despite all the stresses along the way,
0:24:25 > 0:24:28Ann and Derek's story does have a happy ending.
0:24:28 > 0:24:31When we got in touch with the cruise company, Royal Caribbean, it told us
0:24:31 > 0:24:35that as soon as it was made aware by Rip-Off Britain that the couple
0:24:35 > 0:24:38had been unable to get a refund through their travel insurance,
0:24:38 > 0:24:42it contacted Ann to ensure a swift resolution.
0:24:42 > 0:24:46And the cruise company has now given the couple a full refund.
0:24:47 > 0:24:49And while that's great news,
0:24:49 > 0:24:51Ann wants to make sure that no-one else booking a cruise
0:24:51 > 0:24:54discovers too late that their travel insurance
0:24:54 > 0:24:57does not cover them in the way they might have assumed.
0:24:57 > 0:25:01Derek and I didn't know that you had to have cruise cover
0:25:01 > 0:25:05in your insurance policy. And I feel that we should have been...
0:25:05 > 0:25:07It should have been pointed out to us
0:25:07 > 0:25:12when we bought this holiday insurance.
0:25:12 > 0:25:15We were covered for a year and the year before,
0:25:15 > 0:25:18and we'd been on several cruises before,
0:25:18 > 0:25:22and I find the whole thing absolutely flabbergasting.
0:25:28 > 0:25:30Still to come on Rip-Off Britain...
0:25:30 > 0:25:33Why is it so hard to bag your holiday
0:25:33 > 0:25:35at the bargain price you've seen advertised?
0:25:35 > 0:25:39After this woman's experience, we put one company to the test.
0:25:39 > 0:25:43Nothing about what I've booked and paid for is actually real.
0:25:43 > 0:25:46I was so upset, so very upset.
0:25:49 > 0:25:51Our travel expert, Simon Calder,
0:25:51 > 0:25:55is full of the secrets to save you money on your travels,
0:25:55 > 0:25:56and he's got plenty of tips on everything,
0:25:56 > 0:25:58from how to avoid the crowds
0:25:58 > 0:26:01to the best way to steer clear of those tourist traps.
0:26:01 > 0:26:04This time, one of the top destinations
0:26:04 > 0:26:06for British families, Orlando.
0:26:06 > 0:26:10It's undoubtedly in THE theme park capital of the world,
0:26:10 > 0:26:12with more than a dozen all vying for your business
0:26:12 > 0:26:15within very close proximity of each other.
0:26:15 > 0:26:19So Simon has this top tip to make sure you get ahead of the crowds
0:26:19 > 0:26:20from the word go.
0:26:20 > 0:26:24When you touch down at Orlando International Airport,
0:26:24 > 0:26:28the challenges are just beginning. But with a little advanced planning,
0:26:28 > 0:26:31you can enjoy a much smoother start your holiday.
0:26:31 > 0:26:36For example, bypassing those long queues for passport control.
0:26:36 > 0:26:39To do this, and you will need to sign up for Global Entry
0:26:39 > 0:26:41before you leave, via the Home Office.
0:26:41 > 0:26:44And though there's a £42 processing fee,
0:26:44 > 0:26:47and an application fee of 100,
0:26:47 > 0:26:50that gives you five years' membership to the scheme.
0:26:50 > 0:26:52That's money well spent in Simon's mind,
0:26:52 > 0:26:56as it can mean that you get through immigration in seconds,
0:26:56 > 0:26:57rather than hours.
0:26:57 > 0:27:00And don't forget to sign up for the electronic toll road pass
0:27:00 > 0:27:02whilst you're at it.
0:27:02 > 0:27:06The Orlando area is full of annoying toll roads,
0:27:06 > 0:27:10so either enrol online for automatic payment,
0:27:10 > 0:27:13or resign yourself to driving around
0:27:13 > 0:27:17with a fistful of nickels, dimes and quarters.
0:27:18 > 0:27:20Apart from which of the theme parks to visit,
0:27:20 > 0:27:23the other question on everyone's lips
0:27:23 > 0:27:27is how to get in without having to spend all of your holiday money
0:27:27 > 0:27:29just on getting through the park gates.
0:27:29 > 0:27:33Disney and Universal are never going to be cheap theme park experiences,
0:27:33 > 0:27:37but each of them has a kind of budget option.
0:27:37 > 0:27:40For Disney, it's the Magic Your Way ticket.
0:27:40 > 0:27:43For Universal, the Base ticket.
0:27:43 > 0:27:46It's all swings and roundabouts, really.
0:27:46 > 0:27:48But don't get too giddy,
0:27:48 > 0:27:52and try and squeeze more than one park in per day.
0:27:52 > 0:27:54These value tickets simply don't allow it.
0:27:54 > 0:27:57And, anyway, it's unlikely that you will have the energy
0:27:57 > 0:27:58for more than one of them.
0:27:58 > 0:28:01Instead, head back your to hotel or villa for the rest of the day,
0:28:01 > 0:28:03and take the weight off your feet.
0:28:03 > 0:28:07The minimum drinking age for alcohol in Florida is 21,
0:28:07 > 0:28:12and many bars and restaurants enforce the rule so zealously
0:28:12 > 0:28:15that they will ask people in their 40s and 50s
0:28:15 > 0:28:18for proof that they are aged 21 or over.
0:28:18 > 0:28:21Now, of course, while it's flattering to be asked
0:28:21 > 0:28:23to prove that you're over 21,
0:28:23 > 0:28:26the charm does wear off if you like a wine or a beer
0:28:26 > 0:28:29and you're restricted to soft drinks,
0:28:29 > 0:28:32so always take your passport to the party.
0:28:36 > 0:28:40Now, one thing we know makes many of you absolutely furious
0:28:40 > 0:28:42is when you think you've found the perfect holiday deal,
0:28:42 > 0:28:45but then, when you come to book it, the cost has suddenly shot right up.
0:28:45 > 0:28:48And that bargain price advertised online
0:28:48 > 0:28:50keeps slipping through your fingers.
0:28:50 > 0:28:52Well, judging by the number of complaints
0:28:52 > 0:28:55to our inbox about this very issue, you're in very good company.
0:28:55 > 0:28:57And certainly for the people in our next film,
0:28:57 > 0:28:59actually getting the holiday they paid for
0:28:59 > 0:29:01has proved to be extremely tricky,
0:29:01 > 0:29:04leaving them questioning whether that initial price
0:29:04 > 0:29:08and the promises made ever had any truth to them at all.
0:29:11 > 0:29:13There have never been so many companies competing
0:29:13 > 0:29:15to sell us great holiday deals.
0:29:15 > 0:29:18And, of course, the main thing we're going to be looking at
0:29:18 > 0:29:21when comparing them all is their price.
0:29:21 > 0:29:23But jumping in quick to bag the best bargain
0:29:23 > 0:29:26doesn't mean you'll always get it.
0:29:27 > 0:29:30As Christopher Douglas and his wife, Johanna, from Yeovil
0:29:30 > 0:29:33have been frustrated to find out. When they book a holiday,
0:29:33 > 0:29:36they tirelessly shop around all those online sites,
0:29:36 > 0:29:38so that they can find the very best deal,
0:29:38 > 0:29:42in order to enjoy time together that they rarely get at home.
0:29:42 > 0:29:45The wife and I both work shifts, and we don't always meet -
0:29:45 > 0:29:48sometimes we can go almost a week without seeing each other.
0:29:48 > 0:29:53So, once a year, we try to get a week away, our time together.
0:29:53 > 0:29:57So when the couple found a week's holiday to Fuerteventura,
0:29:57 > 0:30:01it was on sale for £221 per person, and they were thrilled.
0:30:01 > 0:30:03Eager to snap up the bargain,
0:30:03 > 0:30:05Chris called the travel firm straight away.
0:30:05 > 0:30:09We rang up the company, because it's contact only by telephone,
0:30:09 > 0:30:11tried to book it, and when we went to book it,
0:30:11 > 0:30:13they said all the rooms had gone.
0:30:13 > 0:30:18And they then tried to upsell us to a room £100 more each.
0:30:18 > 0:30:21So that made basically the holiday a lot more expensive,
0:30:21 > 0:30:22almost double the price.
0:30:22 > 0:30:27To his dismay, Chris was told the holiday he saw advertised online
0:30:27 > 0:30:29was no longer actually available,
0:30:29 > 0:30:31and to get something similar would cost a lot more.
0:30:31 > 0:30:33Well, Chris was having none of that.
0:30:33 > 0:30:35I didn't like what they were saying to us.
0:30:35 > 0:30:37They advertised a holiday at that price, I said,
0:30:37 > 0:30:39"Well, why can't you supply it at that price?
0:30:39 > 0:30:42"Surely you shouldn't be advertising it at that price.
0:30:42 > 0:30:46"If you put it up for offer, it should be available to me."
0:30:47 > 0:30:48Politely declining the offer
0:30:48 > 0:30:51to pay more than the price he'd initially seen,
0:30:51 > 0:30:55Chris began another online search and, to his surprise,
0:30:55 > 0:30:58he found many other agents doing the same thing -
0:30:58 > 0:31:00advertising a holiday at a good price,
0:31:00 > 0:31:02only to find out when he tried to book
0:31:02 > 0:31:05that it wasn't available without paying more.
0:31:05 > 0:31:08You end up going round in a circle, going through different suppliers,
0:31:08 > 0:31:10trying to get the rooms at the price they do specify.
0:31:10 > 0:31:12And they can't do it.
0:31:12 > 0:31:16Chris did eventually find a holiday at a price he was happy to pay,
0:31:16 > 0:31:19but he's now deeply suspicious of online travel firms
0:31:19 > 0:31:22advertising holidays at a rate they simply can't deliver.
0:31:22 > 0:31:25They knew fully well they didn't have the rooms available,
0:31:25 > 0:31:28and they were quite happy to advertise that,
0:31:28 > 0:31:30to get you to go to them.
0:31:30 > 0:31:32The issue of false advertising of holidays
0:31:32 > 0:31:35is something that we've looked into the programme before,
0:31:35 > 0:31:37and quite a lot of you have been in touch
0:31:37 > 0:31:40to say that you're very unhappy that the price you've seen advertised
0:31:40 > 0:31:43suddenly goes up at the moment you try to book.
0:31:43 > 0:31:46And trading standards expert Sylvia Rook
0:31:46 > 0:31:48says it's a practice that can leave customers
0:31:48 > 0:31:51not just confused, but potentially disadvantaged.
0:31:53 > 0:31:56There are a number of companies that will offer you a service
0:31:56 > 0:31:57of making you a holiday.
0:31:57 > 0:31:59What they shouldn't do is advertise something
0:31:59 > 0:32:01that they aren't aware if they can provide or not.
0:32:01 > 0:32:04So the important thing is that, if they are advertising something,
0:32:04 > 0:32:06they know that they can provide it.
0:32:06 > 0:32:09We're increasingly hearing from people who say that,
0:32:09 > 0:32:12after finding the holiday they want, it's only when it comes
0:32:12 > 0:32:14to handing over payment that they discover
0:32:14 > 0:32:16the cost of their flight or accommodation
0:32:16 > 0:32:19is going to be far more than the price they had initially agreed.
0:32:21 > 0:32:25One of the people that's happened to is teacher Sarah Vince from Kent.
0:32:25 > 0:32:27She thought she'd found the perfect holiday for her family,
0:32:27 > 0:32:30using the website 321 Travel.
0:32:30 > 0:32:32It was a seven-night, all-inclusive stay
0:32:32 > 0:32:35at a four-star hotel in northern Spain,
0:32:35 > 0:32:38on offer at £495 per person.
0:32:38 > 0:32:42We were going to be staying at a four-star hotel with a spa.
0:32:42 > 0:32:44My daughter and I really need to relax,
0:32:44 > 0:32:47and we thought we could be really chilled out.
0:32:48 > 0:32:52The flights from Gatwick to Gerona were at just right sort of times
0:32:52 > 0:32:54as well, leaving at 7:50am,
0:32:54 > 0:32:57so they'd get there around the middle of the day.
0:32:57 > 0:33:00As instructed, Sarah called the number on the 321 Travel site,
0:33:00 > 0:33:03which directed her to another company
0:33:03 > 0:33:06that was part of the same group. It was called Travelate.
0:33:06 > 0:33:08Straight away, over the phone, she was told that,
0:33:08 > 0:33:13due to room availability, the price had gone up by £50 per head.
0:33:13 > 0:33:16So £200 more than the advertised price.
0:33:16 > 0:33:21Even so, Sarah agreed to the change and handed over her payment details.
0:33:21 > 0:33:24She says she was told it could take 48 hours for the money to come out
0:33:24 > 0:33:28of her account, but the very next day Travelate called her back.
0:33:28 > 0:33:32The rep called me to tell me that there was a difficulty
0:33:32 > 0:33:35with booking the flights. I asked her what the problem was,
0:33:35 > 0:33:38and she said that it was an airport issue.
0:33:38 > 0:33:40And asked if I could go from any other airports.
0:33:40 > 0:33:44I informed the rep that I could only go from Gatwick or Stansted,
0:33:44 > 0:33:47as they were my local airports.
0:33:49 > 0:33:52And that it was finished with the rep saying,
0:33:52 > 0:33:55"Leave it with me, I will call you back."
0:33:55 > 0:33:57And Travelate did call back,
0:33:57 > 0:34:01but with the bad news that the family now had to fly from Luton,
0:34:01 > 0:34:03a fair old drive from Sarah's house,
0:34:03 > 0:34:07and with an additional cost of £23 per person to boot.
0:34:07 > 0:34:09Oh, by the way, there was something else.
0:34:09 > 0:34:11The four-star hotel that Sarah thought
0:34:11 > 0:34:13she'd already booked and paid for?
0:34:13 > 0:34:15That was no longer available either.
0:34:15 > 0:34:18The rep called me, she said, "Mrs Vince,
0:34:18 > 0:34:22"I'm having trouble getting the last family room in this hotel."
0:34:22 > 0:34:26So I said, "That's really good, because I don't want a family room,
0:34:26 > 0:34:30"I've booked and paid for two rooms for four adults."
0:34:30 > 0:34:33And she became very irritated and she said,
0:34:33 > 0:34:37"Well, if that's the case, you cannot stay in this hotel."
0:34:37 > 0:34:38To make things worse,
0:34:38 > 0:34:41when the paperwork for the holiday came through,
0:34:41 > 0:34:44Sarah noticed the flights were now leaving at 8:15 in the evening,
0:34:44 > 0:34:47which meant that effectively they'd lost the whole first day
0:34:47 > 0:34:50of their holiday, and instead of flying to Gerona,
0:34:50 > 0:34:52they were now arriving into Barcelona,
0:34:52 > 0:34:55which was much further from the hotel.
0:34:55 > 0:34:58The holiday I'd booked doesn't really exist.
0:34:58 > 0:35:00Because the flights have changed,
0:35:00 > 0:35:04and now you're telling me I cannot have the hotel that I wanted.
0:35:04 > 0:35:08So nothing about what I've booked and paid for is actually real.
0:35:09 > 0:35:12I was so upset, so very upset.
0:35:13 > 0:35:16So, despite being stuck with neither the flights
0:35:16 > 0:35:21nor the hotel they wanted, the family reluctantly made the journey.
0:35:21 > 0:35:23But when they arrived at the hotel in the early hours of the morning,
0:35:23 > 0:35:25there was another problem.
0:35:25 > 0:35:29Travelate had only booked rooms for five nights instead of seven.
0:35:29 > 0:35:34The manager said we would need to an extra 192 euros per room, per night.
0:35:34 > 0:35:35I got straight on the phone.
0:35:35 > 0:35:38The rep at the travel agents, he was very apologetic,
0:35:38 > 0:35:41couldn't understand what had happened,
0:35:41 > 0:35:42and said he would get back to me,
0:35:42 > 0:35:45and he would sort it out immediately.
0:35:45 > 0:35:48But Sarah says it wasn't sorted immediately,
0:35:48 > 0:35:50despite her calling the company again,
0:35:50 > 0:35:53demanding that they pay for the whole seven nights.
0:35:53 > 0:35:59I later on received an e-mail from the travel agents,
0:35:59 > 0:36:03saying that we would need to pay the difference
0:36:03 > 0:36:06and claim it back from the company when we got home.
0:36:06 > 0:36:09At which point I thought, "No, I don't want that to happen.
0:36:09 > 0:36:15"Because of all the trouble I've already had, I don't trust you."
0:36:15 > 0:36:17While the company did eventually agree to pay
0:36:17 > 0:36:20for one additional night, Sarah says it didn't pay
0:36:20 > 0:36:23for the last night of the stay, even though the family's flight home
0:36:23 > 0:36:27wasn't until the following day at 6:50 in the morning.
0:36:27 > 0:36:29I realised now I wasn't getting anywhere,
0:36:29 > 0:36:33and it was this particular day that I said to my husband,
0:36:33 > 0:36:35"I've had enough."
0:36:35 > 0:36:38I should have been enjoying time with my family.
0:36:39 > 0:36:40By the end of the stay,
0:36:40 > 0:36:44Sarah had forked out nearly £2,700 for a holiday
0:36:44 > 0:36:47that was originally advertised for around £2,000,
0:36:47 > 0:36:50and she just doesn't think that's right.
0:36:50 > 0:36:52Didn't get the holiday I booked at all, really.
0:36:53 > 0:36:56That was the most upsetting thing for me.
0:36:56 > 0:36:59Because I'd...
0:37:00 > 0:37:02I'd planned it quite carefully.
0:37:03 > 0:37:05To see if the problems Sarah experienced
0:37:05 > 0:37:07were just a run of very bad luck,
0:37:07 > 0:37:10which of course can happen with the best of companies,
0:37:10 > 0:37:12or if it's something that might occur more frequently,
0:37:12 > 0:37:15we tried booking our own holiday with Travelate,
0:37:15 > 0:37:18to see what would happen when we attempted to secure a holiday
0:37:18 > 0:37:20at the advertised price.
0:37:20 > 0:37:24We went for a seven-night stay at a three-star all-inclusive
0:37:24 > 0:37:26in the Greek resort of Georgioupolis,
0:37:26 > 0:37:32for what seemed like a bargain price of £570.54.
0:37:32 > 0:37:34When we called Travelate to book the holiday,
0:37:34 > 0:37:37we were asked to pay a fee for using a credit card,
0:37:37 > 0:37:40adding £21.39 on to the balance,
0:37:40 > 0:37:44and then another fee called an AGS fee.
0:37:44 > 0:37:47So now, instead of paying the advertised price of £570
0:37:47 > 0:37:51for the holiday, we were being charged almost £90 more.
0:37:51 > 0:37:53We didn't book the holiday at this point,
0:37:53 > 0:37:55and told them we would call back later.
0:37:55 > 0:37:57But as had happened with Sarah,
0:37:57 > 0:38:00we then received a call with another change from Travelate,
0:38:00 > 0:38:04in our case telling us that there were no longer any rooms available
0:38:04 > 0:38:05at the rate we'd seen,
0:38:05 > 0:38:08and to stay in the hotel we'd need to upgrade,
0:38:08 > 0:38:12and the upgraded room would cost another £70,
0:38:12 > 0:38:16which again rather bumped up the price we'd initially seen.
0:38:16 > 0:38:21Our £570 holiday would now cost £720.
0:38:21 > 0:38:25Now, at this point, we were given the option to cancel at no cost,
0:38:25 > 0:38:29and with the price of the holiday having now risen by more than £150,
0:38:29 > 0:38:31we didn't proceed with the booking.
0:38:31 > 0:38:33Now, while we've had quite a few other complaints
0:38:33 > 0:38:35about either 321 Travel or Travelate,
0:38:35 > 0:38:39they are by no means the only companies you've contacted us about
0:38:39 > 0:38:42whose prices end up higher than expected.
0:38:42 > 0:38:45And this sort of thing is just as familiar to Sylvia Rook,
0:38:45 > 0:38:49who's sceptical about the way that some online companies operate.
0:38:49 > 0:38:54Do your checks before you decide to use a company.
0:38:54 > 0:38:57If you start having any suspicions, if the price starts going up
0:38:57 > 0:39:00or the description of the holiday starts changing,
0:39:00 > 0:39:02think about walking away.
0:39:02 > 0:39:05Sylvia suggests, as Sarah has been doing,
0:39:05 > 0:39:07you keep good notes on everything that's happened,
0:39:07 > 0:39:10and if you have a complaint about a company,
0:39:10 > 0:39:12put things in writing as soon as possible.
0:39:12 > 0:39:14Keep a copy of the letter,
0:39:14 > 0:39:17and explain exactly what happened right from the beginning.
0:39:17 > 0:39:20In particular the fact that you agreed to one thing
0:39:20 > 0:39:22and you were provided with something else.
0:39:22 > 0:39:26When we got in touch with 321 Travel about Sarah's story
0:39:26 > 0:39:29and our own findings, it told us that prices seen on its website
0:39:29 > 0:39:33are not live and are subject to change.
0:39:33 > 0:39:36It says that only when Sarah rang was she given the live price,
0:39:36 > 0:39:39which she accepted. But it's adamant that, at this point,
0:39:39 > 0:39:43no money was taken from her account and she was advised that the...
0:39:48 > 0:39:50The company then told her that,
0:39:50 > 0:39:52as she was booking during peak holiday times
0:39:52 > 0:39:54and only three days prior to travelling,
0:39:54 > 0:39:56her first choice was not available.
0:39:56 > 0:39:58It went on to offer an alternative,
0:39:58 > 0:40:01which it says there was no obligation for her to accept.
0:40:01 > 0:40:04And it completely rejects Sarah's version of events,
0:40:04 > 0:40:08saying she had agreed to all the changes that were presented
0:40:08 > 0:40:11but no moneys would have been taken until she accepted everything
0:40:11 > 0:40:14that was suggested. The company says it covered
0:40:14 > 0:40:16some of the increased costs along the way
0:40:16 > 0:40:20and at all times behaved in a fair, reasonable and professional manner.
0:40:20 > 0:40:22It says it tries its utmost
0:40:22 > 0:40:25to ensure its pricing and availability is accurate.
0:40:26 > 0:40:27But, back at her home in Kent,
0:40:27 > 0:40:31Sarah has a note of caution for anyone who might be tempted
0:40:31 > 0:40:33by an offer that seems just too good to be true.
0:40:33 > 0:40:35I don't think it was real.
0:40:35 > 0:40:39They tried to draw me in and then just kept adding bits on.
0:40:39 > 0:40:43And I would imagine it happens to people and I won't be the last,
0:40:43 > 0:40:46but I would really recommend to people
0:40:46 > 0:40:48that they research the travel agents.
0:40:48 > 0:40:50You get a number to ring and a code.
0:40:50 > 0:40:52Before you ring that number, you need
0:40:52 > 0:40:55to make sure that you've researched that agent.
0:41:02 > 0:41:05Rip-Off Britain wouldn't be here without your stories,
0:41:05 > 0:41:09and we've got plenty of ways that you can get in touch.
0:41:09 > 0:41:12Send us an e-mail to...
0:41:12 > 0:41:15Or write to us at...
0:41:22 > 0:41:25But please don't send original copies of any documents.
0:41:27 > 0:41:30And even if you haven't got a story you would like us to investigate,
0:41:30 > 0:41:33you can still join in the conversation on our Facebook page.
0:41:33 > 0:41:36Just search BBC Rip-Off Britain.
0:41:39 > 0:41:42Well, I'm afraid that's all we have time today,
0:41:42 > 0:41:43but I must say I find it really dispiriting
0:41:43 > 0:41:46to see the kind of tricks that some companies will use
0:41:46 > 0:41:47to get your business.
0:41:47 > 0:41:49I mean, clever advertising is one thing, but I think
0:41:49 > 0:41:53some of the examples that we heard today go way beyond that.
0:41:53 > 0:41:56They really do, don't they? And it just does go to show that
0:41:56 > 0:41:58if you've got a sneaking suspicion
0:41:58 > 0:42:00that a deal is too good to be true,
0:42:00 > 0:42:02or the offer is way better than any others out there,
0:42:02 > 0:42:05then trust your instincts, because the chances are,
0:42:05 > 0:42:08if it was that good a bargain in the first place,
0:42:08 > 0:42:12it would have been snapped up long before you came across it.
0:42:12 > 0:42:15And remember, if you're unhappy with the tactics of any company,
0:42:15 > 0:42:17whatever it is they're selling, not just holidays,
0:42:17 > 0:42:20then then do please get in touch with us. You never know,
0:42:20 > 0:42:23it might be your story we're investigating on the next programme.
0:42:23 > 0:42:26For now, though, huge thanks for your company,
0:42:26 > 0:42:28and until the next time we see you, from all of us, bye-bye.
0:42:28 > 0:42:29- Bye-bye.- Bye.