0:00:02 > 0:00:06We asked you, who's left you feeling ripped off when it comes to your holidays?
0:00:06 > 0:00:09And you came back with a catalogue of travel disasters.
0:00:09 > 0:00:10It happens all the time,
0:00:10 > 0:00:14that somebody else has paid less for the holiday that I paid more for.
0:00:14 > 0:00:17The cost of these things is certainly going up and up.
0:00:17 > 0:00:20I always think someone is trying to rip me off somewhere along the line!
0:00:20 > 0:00:22So whether it's a deliberate rip-off,
0:00:22 > 0:00:24a simple mistake or indeed a catch in the small print,
0:00:24 > 0:00:30we'll find out why you are out of pocket and what you can do about it.
0:00:30 > 0:00:35Your stories, your money. This is Rip-Off Britain.
0:00:35 > 0:00:40Hello and welcome to another really sunny episode of Rip-Off Britain from Tenerife where, all of
0:00:40 > 0:00:41this series, we are investigating
0:00:41 > 0:00:44some of the problems that you've been having with your holidays and travel,
0:00:44 > 0:00:46and I suppose while it's inevitable
0:00:46 > 0:00:48that not everything is ever going to
0:00:48 > 0:00:51live up to expectations when you go away, there will, however,
0:00:51 > 0:00:52always be some elements
0:00:52 > 0:00:55that you would actually consider to be totally fundamental
0:00:55 > 0:00:57to what you've booked.
0:00:57 > 0:01:00But, you know, it's very clear from all the stories you send us,
0:01:00 > 0:01:03that for a lot of you, the reality of what you've got for your money
0:01:03 > 0:01:06doesn't quite match up to the glossy pictures in the brochure or indeed
0:01:06 > 0:01:07on the website, which, of course,
0:01:07 > 0:01:10can leave you feeling thoroughly deflated and just wishing
0:01:10 > 0:01:12that you had picked somewhere else to go entirely.
0:01:12 > 0:01:15Or when you've got such high hopes pinned on your time away,
0:01:15 > 0:01:17there's always the risk of the odd disappointment,
0:01:17 > 0:01:21but many of you have told us you would have far rather been given
0:01:21 > 0:01:23the full picture in advance
0:01:23 > 0:01:26because forewarned is forearmed and at least you would have known
0:01:26 > 0:01:29things weren't going to be all you hoped for,
0:01:29 > 0:01:31so you might not have been quite so upset
0:01:31 > 0:01:33by what you found when you arrived.
0:01:36 > 0:01:39Coming up, as the big-name holiday companies announce the death
0:01:39 > 0:01:44of the brochure, we test out how they will persuade us to book their trips in the future.
0:01:44 > 0:01:46Oh, someone is bringing dinner to me.
0:01:48 > 0:01:50Oh, I don't know what that is, but it looks nice.
0:01:50 > 0:01:53- Oh, now I can see the sea. - It feels like I'm actually here.
0:01:53 > 0:01:58And when is an all-inclusive not all-inclusive?
0:01:58 > 0:01:59How your holiday could end up
0:01:59 > 0:02:01costing a lot more than you bargained for.
0:02:01 > 0:02:03Over the week of the holiday,
0:02:03 > 0:02:06we obviously didn't think that we would have to put our hands in our
0:02:06 > 0:02:12pockets, but we ended up spending about between 40 and £60 a day.
0:02:15 > 0:02:19Not so long ago when we started planning for a holiday destination,
0:02:19 > 0:02:21we would pop into our local travel agent,
0:02:21 > 0:02:25pick up a glossy brochure and see all those tempting photographs of
0:02:25 > 0:02:27holiday beaches and hotels.
0:02:27 > 0:02:30But it seems that the brochure has had its day.
0:02:30 > 0:02:33It's been superseded by websites,
0:02:33 > 0:02:36which have the same tempting photographs but, of course,
0:02:36 > 0:02:40they're much easier and quicker to update. But however you get your
0:02:40 > 0:02:45images, what you really want is some kind of guarantee that those images
0:02:45 > 0:02:50are an accurate reflection of the destination before you actually arrive there.
0:02:50 > 0:02:53Unfortunately, as we've seen all too often on this programme,
0:02:53 > 0:02:57that's not always the case, which does rather beg the question,
0:02:57 > 0:03:02is it ever possible to get a true picture of any location
0:03:02 > 0:03:06before we hand over our money and turn up on holiday?
0:03:06 > 0:03:10Well, it seems that technology has a solution and we wanted to see whether
0:03:10 > 0:03:13or not it's something that's really going to catch on or if it's any
0:03:13 > 0:03:16truer than the photographs in the brochure.
0:03:17 > 0:03:21It's a January tradition started back in 1953
0:03:21 > 0:03:25when the first-ever holiday brochure was published.
0:03:25 > 0:03:29For decades, eager holiday-makers would rush to get the latest copy,
0:03:29 > 0:03:34spending hours planning their big summer holiday while it was still winter outside.
0:03:34 > 0:03:36Especially at this time of year when it's cold,
0:03:36 > 0:03:39it's nice to sit with a coffee and just flick through a brochure.
0:03:39 > 0:03:41By looking at brochures,
0:03:41 > 0:03:43I can come across somewhere I hadn't thought of going.
0:03:43 > 0:03:47They show you the nice, glossy pictures and you hope that that
0:03:47 > 0:03:50is really what it looks like and it should be.
0:03:50 > 0:03:55We've seen a brochure and we go through hours or maybe two hours going through the holiday,
0:03:55 > 0:03:59going through, you know, sifting through it, do it that way.
0:03:59 > 0:04:03It's nice just to have a cup of coffee and sit in the conservatory
0:04:03 > 0:04:05and look through the holiday brochures.
0:04:05 > 0:04:09And it was the glossy holiday photos in the Thomson brochure of
0:04:09 > 0:04:13crystal-clear swimming pools, immaculate gardens and spotless restaurants
0:04:13 > 0:04:17that convinced Julie Tully from Nottingham to book a two-week
0:04:17 > 0:04:22family holiday at the Grand Memories Varadero hotel in Cuba.
0:04:22 > 0:04:29In the brochure, the hotel looked very clean and tidy, fantastic gardens.
0:04:29 > 0:04:33The rooms looked very large and very comfortable.
0:04:33 > 0:04:38The hotel restaurants were all set out with nice tableware,
0:04:38 > 0:04:39white table linen,
0:04:39 > 0:04:44the waiters were all dressed in very clean and smart uniforms.
0:04:44 > 0:04:47This looked like the sort of place that we wanted to spend two weeks
0:04:47 > 0:04:51relaxing and enjoying ourselves.
0:04:51 > 0:04:54This was a special family holiday to celebrate the 50th birthday of
0:04:54 > 0:04:58Julie's husband Mark, so they were willing to push the boat out,
0:04:58 > 0:05:02and the hotel didn't come cheap.
0:05:02 > 0:05:07For the four of them, the total cost was nearly £7,000.
0:05:07 > 0:05:10It's not very often that we'll spend that kind of money,
0:05:10 > 0:05:14we usually stay somewhere fairly local and tend to book the flights
0:05:14 > 0:05:18and hotels separately ourselves so we were really relying on Thomsons
0:05:18 > 0:05:20to deliver a package for us.
0:05:20 > 0:05:22Having looked at the brochure,
0:05:22 > 0:05:25Julie also checked out the pictures on the company's website and was
0:05:25 > 0:05:28reassured that, from the moment they arrived in Cuba,
0:05:28 > 0:05:32this would be every bit the holiday of a lifetime.
0:05:32 > 0:05:36So, first impressions on arrival, there was a band playing,
0:05:36 > 0:05:42there were some drinks being given to us, the gardens looked fantastic,
0:05:42 > 0:05:48Cuba itself on first reflection was everything I imagined it would be.
0:05:48 > 0:05:52The hotel from the outside looked exactly like the brochure.
0:05:52 > 0:05:57But after checking in and as the family made their way
0:05:57 > 0:06:00into the hotel, the gloss started to fade.
0:06:00 > 0:06:05Julie says that things were very different from how they had appeared in the images in the brochure.
0:06:05 > 0:06:09When we arrived in our room, my first thought was, "Well,
0:06:09 > 0:06:12"it doesn't quite look like the brochure."
0:06:12 > 0:06:15We were expecting a superior room,
0:06:15 > 0:06:18it looked more like the standard room.
0:06:18 > 0:06:25Um... Very tired looking, needed a little TLC.
0:06:25 > 0:06:28Julie had booked this, a superior clubroom,
0:06:28 > 0:06:32but Julie says what she actually got was this - a tired,
0:06:32 > 0:06:36tatty room with dirty fixtures and fittings.
0:06:36 > 0:06:39The bedding was stained, as were the walls,
0:06:39 > 0:06:41and the bathroom had seen better, cleaner days,
0:06:41 > 0:06:45and as the family ventured out,
0:06:45 > 0:06:49they felt the rest of the resort was every bit as rundown as their room.
0:06:49 > 0:06:55Unfortunately, the holiday didn't deliver what they advertised in the brochure.
0:06:55 > 0:06:58Furniture was broken and tattered,
0:06:58 > 0:07:01even the water features in the resort were switched off,
0:07:01 > 0:07:05they were just empty pools with the odd stagnant patch of water in them,
0:07:05 > 0:07:08definitely not what the pictures in the brochure showed.
0:07:08 > 0:07:11Almost as soon as they arrived,
0:07:11 > 0:07:16Julie said they wanted to pack their bags and get the first plane out of
0:07:16 > 0:07:20there, but they had to stick it out for the whole two weeks.
0:07:20 > 0:07:23The disparity between the brochure and what the hotel were actually
0:07:23 > 0:07:26offering, they were worlds apart.
0:07:26 > 0:07:31In the future, I wouldn't rely on the glossy brochures at all.
0:07:31 > 0:07:35Well, Thomson, now known as Tui, has since offered Julie a partial refund,
0:07:35 > 0:07:39of £4,000 for the holiday, but when we spoke to the company,
0:07:39 > 0:07:43it told us that while it is sorry if any customers aren't entirely happy
0:07:43 > 0:07:45with their holiday experience,
0:07:45 > 0:07:49it has a dedicated in-house team who photograph its resorts and holiday
0:07:49 > 0:07:55accommodation and that it reviews all content including the photographs
0:07:55 > 0:07:58every time it produces a brochure.
0:07:58 > 0:08:01Even so, Julie still feels the pictures were misleading
0:08:01 > 0:08:06and she is unlikely to trust the glossy brochures ever again,
0:08:06 > 0:08:09but in an age of rapidly moving technology,
0:08:09 > 0:08:12the whole idea of a printed brochure is one that is becoming obsolete
0:08:12 > 0:08:15and with so many holidays now booked online,
0:08:15 > 0:08:19both First Choice and Tui have said that by 2020 they will
0:08:19 > 0:08:22be doing away with the traditional holiday brochure altogether.
0:08:22 > 0:08:24And while some will mourn its passing,
0:08:24 > 0:08:29most of the people we spoke to thought that was a good idea.
0:08:29 > 0:08:32I think cos it's all online now, it is just a bit of a waste of paper,
0:08:32 > 0:08:34save the environment, do it all online.
0:08:34 > 0:08:36It's all done on the internet now, though, isn't it?
0:08:36 > 0:08:39You see everything, you can look things up, that's the thing,
0:08:39 > 0:08:42so is a bit old-fashioned now, isn't it?
0:08:42 > 0:08:44I don't see the point now of wasting the paper,
0:08:44 > 0:08:47especially with the way the world is at the moment.
0:08:47 > 0:08:51We need to recycle, we don't need to be making more pointless brochures
0:08:51 > 0:08:52when everyone can just go online.
0:08:52 > 0:08:57And with print out of fashion, the big holiday companies have much more
0:08:57 > 0:09:00modern ideas for showing us their destinations in the future.
0:09:00 > 0:09:04Some of them are turning to virtual reality and this video
0:09:04 > 0:09:08from Thomas Cook shows the lengths they are going to in order to make
0:09:08 > 0:09:11virtual films about the holidays they sell.
0:09:11 > 0:09:15The idea is that customers going into the company's stores
0:09:15 > 0:09:18can get a taste of the sort of holiday they are after
0:09:18 > 0:09:19before handing over any cash.
0:09:19 > 0:09:22The technology has already been rolled out in some branches
0:09:22 > 0:09:24like this one in a London shopping centre.
0:09:24 > 0:09:26So we're going to send you to South Africa today,
0:09:26 > 0:09:29so if you would like to pop it on your head, once it's in position,
0:09:29 > 0:09:32I'll start the experience of South Africa for you.
0:09:32 > 0:09:35The brochures already seem old hat.
0:09:35 > 0:09:39Now it's all about experiencing your holiday using a virtual-reality
0:09:39 > 0:09:41- headset.- I'm on a beach, like,
0:09:41 > 0:09:45a really nice beach and I can see the sea just in front of me and I'm
0:09:45 > 0:09:47walking into the ocean.
0:09:47 > 0:09:49It's really nice and relaxing.
0:09:51 > 0:09:54About now...I'm with some nice-looking lady on a boat.
0:09:54 > 0:09:56Oh, someone's bringing dinner to me.
0:09:59 > 0:10:01Ooh, I don't know what that is, but it looks nice.
0:10:01 > 0:10:03Thank you very much.
0:10:03 > 0:10:05Oh, now I can see the sea.
0:10:06 > 0:10:10- With the coral. - I'm getting a cocktail.
0:10:10 > 0:10:12I'll take that, thank you very much.
0:10:12 > 0:10:13I feel as if I'm actually here.
0:10:16 > 0:10:21Clearly, virtual reality is simply that, and it's a long way from a true experience,
0:10:21 > 0:10:24but while, of course, it is possible that these images, too,
0:10:24 > 0:10:28could go out of date, compared with the old two-dimensional photos
0:10:28 > 0:10:32in the brochure, it's easy to see that this will provide a fuller,
0:10:32 > 0:10:37more realistic view of the holiday that you might want to book.
0:10:37 > 0:10:41Already virtual reality is playing an increasingly important role for some
0:10:41 > 0:10:44of the people who are wanting to get a wider view of the world.
0:10:44 > 0:10:49In Nottingham, 88-year-old Dorothy is fully plugged into the very latest
0:10:49 > 0:10:54virtual-reality technology and perhaps that's no surprise as she has long
0:10:54 > 0:10:59been up to speed with the latest ideas and equipment.
0:10:59 > 0:11:01I was in the Royal Signals.
0:11:01 > 0:11:05The Royal Signals are very important to the army because, of course,
0:11:05 > 0:11:08they're communications and without communications,
0:11:08 > 0:11:11I'm afraid your war is already lost.
0:11:11 > 0:11:16And I really enjoyed the technology and talking to ships out at sea
0:11:16 > 0:11:18and that sort of thing.
0:11:18 > 0:11:22I thought it was magic, absolutely magic.
0:11:22 > 0:11:25Dorothy has spinal problems as well as arthritis,
0:11:25 > 0:11:27so her days of travel are now over,
0:11:27 > 0:11:33but that doesn't stop her from seeing the world the virtual way.
0:11:33 > 0:11:37I thought, this is going to be really amazing and should my health
0:11:37 > 0:11:42deteriorate even further, you can be almost...
0:11:42 > 0:11:46Well, not comatose, but you can be a sick person in bed, for example,
0:11:46 > 0:11:51and go to America, Australia, Italy, anywhere you choose.
0:11:53 > 0:11:56The way in which Dorothy has embraced this technology
0:11:56 > 0:11:59has even impressed the founder of Facebook, Mark Zuckerberg,
0:11:59 > 0:12:04who publicly paid tribute to her virtual travels.
0:12:04 > 0:12:09Dorothy is an 80-year-old grandmother living in the UK.
0:12:09 > 0:12:11She owns an Oculus Rift and a few weeks ago,
0:12:11 > 0:12:15she posted in the official Rift group on Facebook to troubleshoot
0:12:15 > 0:12:20an issue and she said - I'm not going to do the accent well -
0:12:20 > 0:12:24"I bought a Rift as I am no longer fit to go on holidays.
0:12:24 > 0:12:29"It is fantastic and I am looking at spectacular worlds."
0:12:29 > 0:12:31Dorothy is awesome!
0:12:36 > 0:12:39It's obvious that Dorothy is sold on the technology,
0:12:39 > 0:12:41but not all the shoppers testing it out
0:12:41 > 0:12:45were yet convinced that virtual reality can fully replace
0:12:45 > 0:12:48the tried and tested ways of booking your holiday.
0:12:48 > 0:12:49I prefer a normal brochure,
0:12:49 > 0:12:52I'd rather speak to one of the sales consultants in the showroom.
0:12:52 > 0:12:56You'll be on the beach, like, you can see the water coming on your feet.
0:12:56 > 0:12:57Really realistic.
0:12:57 > 0:13:00People of my age group still prefer the personal touch.
0:13:00 > 0:13:03It's really selling you the holiday.
0:13:03 > 0:13:07It's not just Thomas Cook turning to technology to show off its holidays.
0:13:07 > 0:13:10Tui, the UK's largest tour operator,
0:13:10 > 0:13:14plans to replace brochures with a range of tools including tablets,
0:13:14 > 0:13:21interactive maps and online videos to help bring holidays to life.
0:13:21 > 0:13:25And it, too, is introducing virtual reality headsets to its stores,
0:13:25 > 0:13:29but Dorothy is clearly leading where the travel industry is following
0:13:29 > 0:13:32and for many, virtual reality
0:13:32 > 0:13:36could prove the ideal way to see the world.
0:13:36 > 0:13:41I have to tell myself that I can't keep going on holiday every day.
0:13:41 > 0:13:44I mean, I couldn't even walk up a few steps,
0:13:44 > 0:13:47but I walked around the Sphinx!
0:13:47 > 0:13:53You know, this is a disabled person's dream, in actual fact.
0:13:58 > 0:14:01Now, the phrase "you can't have your cake and eat it"
0:14:01 > 0:14:02doesn't usually apply to
0:14:02 > 0:14:05the concept of all-inclusive holidays where, generally speaking,
0:14:05 > 0:14:08you can have your cake, eat it, have another,
0:14:08 > 0:14:12and then if you've still got room, do it all over again.
0:14:12 > 0:14:14After all, the idea is simple -
0:14:14 > 0:14:19most meals and drinks are covered by the price you pay in advance,
0:14:19 > 0:14:22meaning a holiday where you leave not only your worries behind, but -
0:14:22 > 0:14:25theoretically, at least - your wallet as well.
0:14:25 > 0:14:26But all-inclusive
0:14:26 > 0:14:29isn't always quite as inclusive as you might expect.
0:14:29 > 0:14:31It can mean very different things
0:14:31 > 0:14:33depending on where you travel and with whom.
0:14:33 > 0:14:37And that's left some people feeling downright short-changed,
0:14:37 > 0:14:40and when you hear what wasn't included on their holidays,
0:14:40 > 0:14:42you may well share their indignation.
0:14:44 > 0:14:48The all-inclusive holiday first appeared in the 1950s when Club Med
0:14:48 > 0:14:51opened a village on the Spanish island of Majorca
0:14:51 > 0:14:55and the idea was simple - one price covered everything -
0:14:55 > 0:14:59the flights, the accommodation and all your meals and drinks.
0:14:59 > 0:15:02It remains a winning idea today, particularly with young families,
0:15:02 > 0:15:07and the idea of having paid upfront for everything certainly appealed to
0:15:07 > 0:15:09Kevin and Rebecca Swales
0:15:09 > 0:15:13when they were booking their honeymoon in the Maldives.
0:15:13 > 0:15:16We thought everything was included, so we were looking forward to it
0:15:16 > 0:15:19and we thought we would have a lovely honeymoon.
0:15:19 > 0:15:24To help with the £5,000 price tag for their two weeks of luxury,
0:15:24 > 0:15:26Kevin and Rebecca asked family and friends to chip in
0:15:26 > 0:15:29as a wedding gift, so they could enjoy their holiday
0:15:29 > 0:15:32without fretting about what they were spending.
0:15:33 > 0:15:36We didn't want to worry about spending the extra money
0:15:36 > 0:15:37while we were out there,
0:15:37 > 0:15:40we wanted to know in our heads that we can go there,
0:15:40 > 0:15:43we can eat breakfast, lunch and dinner, have drinks
0:15:43 > 0:15:45and not worry about the money.
0:15:45 > 0:15:47And that's what we wanted and that's why we booked it.
0:15:50 > 0:15:51So, once the wedding was over,
0:15:51 > 0:15:55the newlyweds took the long journey by plane and by boat to their island
0:15:55 > 0:15:58on the Maldives, but once there,
0:15:58 > 0:16:01it didn't take long to realise that their honeymoon wasn't going to be
0:16:01 > 0:16:05quite as all-inclusive as they had expected.
0:16:05 > 0:16:08Most of the drinks wasn't included in the package.
0:16:08 > 0:16:10Now, you go to the bar during the day
0:16:10 > 0:16:14and the drinks package was only, like, three drinks on their menu
0:16:14 > 0:16:16and anything extra you had to pay for it.
0:16:16 > 0:16:20Now, I've been to all-inclusive before and that has never happened to me before.
0:16:20 > 0:16:24It just wasn't all-inclusive to me.
0:16:24 > 0:16:29Worse still, the real basics like bottled water were also chargeable.
0:16:29 > 0:16:32Now, there's two of us, the temperatures were really hot,
0:16:32 > 0:16:35I drink a lot of water and we ran out of water,
0:16:35 > 0:16:38so I asked for a bottle of water and then I realised it had been charged
0:16:38 > 0:16:39to my room at the end of it
0:16:39 > 0:16:41and I wasn't very happy about it and I said
0:16:41 > 0:16:45something to the staff and they said, "Well, any extra bottled water is chargeable."
0:16:45 > 0:16:47All these things started adding up
0:16:47 > 0:16:51and every time we went to the bar, everything was extra.
0:16:51 > 0:16:55And unlike all the other all-inclusive holidays Kevin had been on,
0:16:55 > 0:16:59any type of snack in between meals also incurred an extra cost.
0:16:59 > 0:17:02I would happily pay extra for something that wasn't on the all-inclusive,
0:17:02 > 0:17:05that we had to pay extra for, like, a branded drink or something like that.
0:17:05 > 0:17:08That's not an issue, but the thing is, when you go on all-inclusive,
0:17:08 > 0:17:09you pay for that all-inclusive
0:17:09 > 0:17:11so you haven't got to worry about the simple things.
0:17:11 > 0:17:14You know, the water, the little snacks during the day,
0:17:14 > 0:17:19and most things that come with every time you book all-inclusive.
0:17:19 > 0:17:22The couple felt that being charged for extra food and drink was ruining
0:17:22 > 0:17:25their honeymoon, not least because this was a holiday
0:17:25 > 0:17:27mainly gifted to them by the guests at their wedding.
0:17:27 > 0:17:29My wife was very upset.
0:17:29 > 0:17:33She was so angry about it because it wasn't just our money,
0:17:33 > 0:17:36it was other people's money, it was our presents from our wedding
0:17:36 > 0:17:38and it just upset us both.
0:17:40 > 0:17:43Kevin complained to the company they had booked with, Travelbag,
0:17:43 > 0:17:44and the hotel itself
0:17:44 > 0:17:48then upgraded them to a different property on another island
0:17:48 > 0:17:52where they had exactly all the inclusive experience they had wanted all along.
0:17:52 > 0:17:55When we arrived at the other island, it was luxury and it's what I
0:17:55 > 0:17:58thought I had paid for in the first place.
0:17:58 > 0:18:01When the newlyweds got home, they complained to Travelbag again,
0:18:01 > 0:18:05hoping they would get a refund for the unexpected costs from the first
0:18:05 > 0:18:09hotel but the company directed them to its booking conditions,
0:18:09 > 0:18:12which make clear that when purchasing holiday arrangements
0:18:12 > 0:18:16on a half-board, full board or all-inclusive basis,
0:18:16 > 0:18:20restrictions may apply, and that doesn't feel quite right to Kevin.
0:18:20 > 0:18:25He believes that when he booked a honeymoon described as all-inclusive,
0:18:25 > 0:18:28it should have been exactly that - with everything included.
0:18:28 > 0:18:32I would always double-check what you're getting for your money
0:18:32 > 0:18:34and read those terms and conditions,
0:18:34 > 0:18:37because my holiday that I booked with the company
0:18:37 > 0:18:39wasn't what we expected
0:18:39 > 0:18:43and not what we wanted to get out of an all-inclusive holiday.
0:18:43 > 0:18:45And after looking at his case,
0:18:45 > 0:18:48travel expert Bob Atkinson thinks Kevin may have a point.
0:18:48 > 0:18:52Investigating the offer that they had,
0:18:52 > 0:18:54I do think that Kevin and his wife
0:18:54 > 0:18:57have a case to follow up with Travelbag.
0:18:57 > 0:19:01When you book online through Travelbag -
0:19:01 > 0:19:04who are a perfectly reputable company -
0:19:04 > 0:19:09they do not disclose online the full extent of what is included
0:19:09 > 0:19:13and what is excluded in an all-inclusive holiday.
0:19:13 > 0:19:17They merely say that some things will be chargeable
0:19:17 > 0:19:19when you get to the destination.
0:19:19 > 0:19:23There's no further information that I can see that they send out
0:19:23 > 0:19:27to their customers or that you can see on their website
0:19:27 > 0:19:29or in the terms and conditions.
0:19:29 > 0:19:32When we spoke to Travelbag about Kevin and Rebecca's story,
0:19:32 > 0:19:35the company says it is very sorry their honeymoon didn't live up to
0:19:35 > 0:19:39expectations, but it reiterated that before confirming the booking,
0:19:39 > 0:19:43they were informed that some restrictions would apply
0:19:43 > 0:19:44and at no stage before departure
0:19:44 > 0:19:47had they indicated that anything was unclear.
0:19:47 > 0:19:49It says that during their stay,
0:19:49 > 0:19:51the hotel promptly addressed their concerns,
0:19:51 > 0:19:54upgrading them to an alternative villa with private butler,
0:19:54 > 0:19:56then moving them to a sister hotel.
0:19:56 > 0:20:01The company added it has reimbursed the couple for the calls they made
0:20:01 > 0:20:05about this and offered £150 voucher as a gesture of goodwill.
0:20:07 > 0:20:10But we've heard from many other people who report that
0:20:10 > 0:20:13exactly what is covered by the term all-inclusive
0:20:13 > 0:20:16can vary wildly between different holiday companies,
0:20:16 > 0:20:20so Bob says you shouldn't assume that everything will always be included.
0:20:20 > 0:20:24There's a real excitement when you book your holiday, but, of course,
0:20:24 > 0:20:27often what you don't do is check exactly what is included
0:20:27 > 0:20:31and you're just sitting there thinking, we're going all-inclusive, let the party begin!
0:20:31 > 0:20:33So, of course, when you arrive,
0:20:33 > 0:20:38if you find when you get there that certain items aren't included or
0:20:38 > 0:20:43maybe the bar doesn't open to a certain time or perhaps breakfast stops at a certain time
0:20:43 > 0:20:45and you can't get any food until later,
0:20:45 > 0:20:47that's when it starts to sink in,
0:20:47 > 0:20:54that maybe the expectation you had of this kind of nonstop smorgasbord
0:20:54 > 0:20:56of food and drink and activities
0:20:56 > 0:21:00is actually possibly going to be something quite different,
0:21:00 > 0:21:03but it's really important that whatever your expectation
0:21:03 > 0:21:06is of an all-inclusive holiday,
0:21:06 > 0:21:10you actually check out what you're actually getting for your money.
0:21:12 > 0:21:14Barry and Barbara from Newcastle got in touch with us,
0:21:14 > 0:21:18unhappy with how an all-inclusive cruise turned out for their family.
0:21:18 > 0:21:22They had wanted a holiday where they wouldn't need to shell out
0:21:22 > 0:21:25every time someone wanted a drink or an ice cream,
0:21:25 > 0:21:27but at £4,700, it hadn't come cheap.
0:21:29 > 0:21:32When they said the price, it was rather costly, but I thought,
0:21:32 > 0:21:35I can put the overtime in and I can get it.
0:21:35 > 0:21:36At least everything is paid for.
0:21:36 > 0:21:38The kids will enjoy it.
0:21:38 > 0:21:41I'll enjoy it and it's worth saving up for.
0:21:41 > 0:21:45So I just put the overtime in as much as I could and paid it off
0:21:45 > 0:21:48and the reason it being all-inclusive,
0:21:48 > 0:21:52I didn't have a lot more money to put out once I was there.
0:21:52 > 0:21:56Considering the price they had paid, this holiday was a big deal,
0:21:56 > 0:21:58so when the ship set sail, expectations were high.
0:21:58 > 0:22:00When the kids got up in the morning,
0:22:00 > 0:22:04obviously excited, they're going up onto the deck, they want the sun,
0:22:04 > 0:22:08they want to play, and they're wanting juice and pop and crisps
0:22:08 > 0:22:12and ice creams, so I didn't expect to pay for that -
0:22:12 > 0:22:15I expected they could go as many times as they liked.
0:22:15 > 0:22:19But it immediately became clear that was not how it would go.
0:22:19 > 0:22:23Well, we were just relaxing around the pools and two of our
0:22:23 > 0:22:25daughters went off for ice creams and they came back and said,
0:22:25 > 0:22:29"We can't have ice creams, we've got to pay for them."
0:22:29 > 0:22:31So obviously we went down to see reception,
0:22:31 > 0:22:34asked them about all-inclusive and obviously they
0:22:34 > 0:22:38said we weren't all-inclusive, which we paid all-inclusive.
0:22:38 > 0:22:41Confident they had booked all-inclusive, Barry and Barbara
0:22:41 > 0:22:44couldn't understand why they were being told they hadn't
0:22:44 > 0:22:46and as all those extras mounted up,
0:22:46 > 0:22:48keen not to ruin the holiday for the children,
0:22:48 > 0:22:51they say they totted up hundreds in unexpected charges.
0:22:51 > 0:22:55Over the week of the holiday, we obviously he didn't think that
0:22:55 > 0:22:57we would have to put our hands in our pockets,
0:22:57 > 0:23:00but the stuff that they were saying that we had to pay for -
0:23:00 > 0:23:04ice creams and pop, crisps, stuff, etc -
0:23:04 > 0:23:08we ended up spending between 40 and £60 a day.
0:23:10 > 0:23:12It's £2.85 for that cheapest ice cream, if you can remember.
0:23:12 > 0:23:15Well, all the paperwork for the trip
0:23:15 > 0:23:18very clearly does say all-inclusive.
0:23:18 > 0:23:22- "All-inclusive. All-inclusive." - Well, when we saw the
0:23:22 > 0:23:24holiday was all-inclusive, we thought
0:23:24 > 0:23:28it was going to be a fantastic holiday and obviously
0:23:28 > 0:23:33we got misled about the holiday and we got sold the wrong holiday.
0:23:33 > 0:23:38We contacted Tui, which provided the cruise under its old name of Thomson and the company
0:23:38 > 0:23:41said that while it is sorry to hear that Barry and Barbara were unhappy,
0:23:41 > 0:23:45what they had actually bought was an all-inclusive drinks package
0:23:45 > 0:23:48and when they booked, they had ticked to say they had read
0:23:48 > 0:23:51and agreed what the package did and didn't include. However,
0:23:51 > 0:23:54Tui went on to say it appears there may have been a miscommunication
0:23:54 > 0:23:58between the agent and the couple at the time of booking,
0:23:58 > 0:24:00so it has offered £200 as a gesture of goodwill
0:24:00 > 0:24:02and the company says it has now
0:24:02 > 0:24:05changed the way this particular holiday is sold.
0:24:07 > 0:24:10Barry and Barbara remain disappointed about their cruise,
0:24:10 > 0:24:13but are keen to warn others that in the excitement of booking a holiday,
0:24:13 > 0:24:17it is well worth taking the time to read the small print
0:24:17 > 0:24:19before handing over any money.
0:24:19 > 0:24:22The advice I would give anybody booking this kind of trip
0:24:22 > 0:24:24is to go right into detail with it
0:24:24 > 0:24:26and make sure what it is you're entitled to,
0:24:26 > 0:24:30what it is you're going to get, if you can find out
0:24:30 > 0:24:33if anybody has been on that ship look at the comments, and just make sure
0:24:33 > 0:24:36what it is you are actually going to get for your money.
0:24:39 > 0:24:41Still to come on Rip-Off Britain,
0:24:41 > 0:24:43how even the biggest holiday companies are still
0:24:43 > 0:24:47getting it wrong for travellers with a disability.
0:24:47 > 0:24:49I just couldn't wait to get off the ship
0:24:49 > 0:24:51and I actually went into the cabin
0:24:51 > 0:24:53and I actually sat on the end of the bed and cried.
0:24:58 > 0:25:00Our travel expert Simon Calder
0:25:00 > 0:25:02is full of tips to save you money on your travels.
0:25:02 > 0:25:04He's got plenty of advice
0:25:04 > 0:25:06on everything from how to avoid the crowds
0:25:06 > 0:25:09to the best way to steer clear of those tourist traps.
0:25:09 > 0:25:11This time, fancy something new?
0:25:11 > 0:25:17Then how about the former USSR as your next holiday hot spot?
0:25:18 > 0:25:21The most exciting countries I've been to over the past year
0:25:21 > 0:25:24are all places that were virtually off the map
0:25:24 > 0:25:26until the collapse of communism
0:25:26 > 0:25:29and, over a quarter of a century later,
0:25:29 > 0:25:34they still get far fewer visitors than they deserve.
0:25:34 > 0:25:39Therefore, you can expect great experiences and value with welcoming people who aren't
0:25:39 > 0:25:43fed up with tourists...yet. So get there quick!
0:25:45 > 0:25:48Of all the countries that surround the Mediterranean,
0:25:48 > 0:25:51Albania probably isn't the first that springs to mind as a holiday
0:25:51 > 0:25:54destination, but with direct flights from Gatwick to the capital Tirana,
0:25:54 > 0:25:57it certainly shouldn't be off your radar.
0:25:58 > 0:26:01Yet having travelled extensively in Albania, I must say,
0:26:01 > 0:26:04the most appealing parts of the country
0:26:04 > 0:26:09are best reached by flying to an adjacent nation
0:26:09 > 0:26:12and then crossing the border or the water.
0:26:14 > 0:26:16For example, the southern port of Sarande
0:26:16 > 0:26:19close to the historic Roman ruins at Butrint
0:26:19 > 0:26:22is just half an hour from the Greek island of Corfu.
0:26:22 > 0:26:25And the spectacular mountains in the east
0:26:25 > 0:26:28are equally as easy to reach by flying to Ohrid in Macedonia
0:26:28 > 0:26:30and then driving across the border
0:26:30 > 0:26:35and through some stunning scenery into Albania.
0:26:35 > 0:26:37Georgia's on my mind as well -
0:26:37 > 0:26:41the former Soviet Republic is now on the budget airline map from Britain
0:26:41 > 0:26:45with one flight from Gatwick and another from Luton.
0:26:45 > 0:26:50They both take off in the evening and arrive early next morning.
0:26:50 > 0:26:52Yes, they're midnight planes to Georgia.
0:26:54 > 0:26:57Once there, you'll be torn between the Black Sea resorts,
0:26:57 > 0:27:02the mountain escapes with a vibrant city life of the capital Tbilisi.
0:27:02 > 0:27:06Besides the best food and drink in the entire USSR - and, believe me,
0:27:06 > 0:27:09I have researched that very thoroughly -
0:27:09 > 0:27:14Georgia also has the best money exchange market I have ever seen,
0:27:14 > 0:27:17so don't even think about changing cash in advance.
0:27:17 > 0:27:23When you touch down, you'll find loads of Bureaux de Change with margins so thin that it's
0:27:23 > 0:27:26worth you taking sterling, changing it into Georgian lari,
0:27:26 > 0:27:31and immediately buying euros or dollars at far better rates
0:27:31 > 0:27:34than you'll get in Britain.
0:27:34 > 0:27:37Simon's third choice of alternative destination, Uzbekistan,
0:27:37 > 0:27:41is home to some of arguably the world's most beautiful cities.
0:27:41 > 0:27:45Samarkand, Burkhara and Khiva are strung out across the harsh
0:27:45 > 0:27:48desert landscapes of the country
0:27:48 > 0:27:51with glimpses of the Himalayas to the south.
0:27:51 > 0:27:55The flying time to the Uzbek capital Tashkent is pretty much the
0:27:55 > 0:27:58same from the UK as it is to Dubai.
0:27:58 > 0:28:01Airfares are a little bit higher, but when you get there,
0:28:01 > 0:28:06life is so much cheaper and, as a taste of the exotic east,
0:28:06 > 0:28:10I must say Uzbekistan is an awful lot more authentic.
0:28:12 > 0:28:13The country is partly known for
0:28:13 > 0:28:16its links to the ancient Silk Road trade route between
0:28:16 > 0:28:18China and the Mediterranean.
0:28:18 > 0:28:23However, getting about these days is far easier than back then.
0:28:25 > 0:28:28No need for a camel if you want to travel the Silk Road these days.
0:28:28 > 0:28:33Tashkent, Samarkand and Bukhara are connected by Central Asia's only
0:28:33 > 0:28:36high-speed train. Elsewhere, there's lots of cheap and cheerful
0:28:36 > 0:28:40long-distance taxis.
0:28:40 > 0:28:41Not always comfortable, though.
0:28:41 > 0:28:43Lots of humps in the road.
0:28:47 > 0:28:49Over the years, several times we have reported on
0:28:49 > 0:28:53how important it really is for anyone with a disability
0:28:53 > 0:28:57to be given the right information as to whether a resort or a hotel
0:28:57 > 0:29:00is suitable for their needs. And sometimes even the smallest detail
0:29:00 > 0:29:04or adjustment can make all the difference in the world
0:29:04 > 0:29:07when it comes to whether or not a destination is appropriate.
0:29:07 > 0:29:10But I'm afraid to say yet again that you've been telling us about
0:29:10 > 0:29:13some companies that don't always get it right, including -
0:29:13 > 0:29:18and I hate to say this - some that specialise in accessible holidays,
0:29:18 > 0:29:21all of which has left some of the people we've heard from wondering
0:29:21 > 0:29:24whether or not in the long run, leaving home to go on holiday
0:29:24 > 0:29:27was worth any of the bother or indeed the money.
0:29:29 > 0:29:32Being disabled shouldn't in this day and age
0:29:32 > 0:29:36be a bar to travelling abroad, and in most parts of the world,
0:29:36 > 0:29:38airports, airlines, hotels and resorts
0:29:38 > 0:29:40are geared up to accommodate those
0:29:40 > 0:29:43who may need assistance getting around. Even so,
0:29:43 > 0:29:47making a trip with a wheelchair or a walking stick can seem daunting,
0:29:47 > 0:29:49especially if it's your first time.
0:29:55 > 0:29:58Tam Black from Edinburgh has had mobility issues for years,
0:29:58 > 0:30:02but it hasn't stopped him holidaying abroad.
0:30:02 > 0:30:04My wife and I have actually travelled quite a lot.
0:30:04 > 0:30:06We've travelled all over Europe,
0:30:06 > 0:30:11been to America, Canada, Asia, and one of the best holidays
0:30:11 > 0:30:14I ever had was to Kenya and Mauritius for my 50th.
0:30:16 > 0:30:21But Tam and his wife's travels became increasingly restricted as his mobility deteriorated
0:30:21 > 0:30:23and when he became dependent on a wheelchair,
0:30:23 > 0:30:27they stopped altogether. Or they did until it came to his 60th birthday,
0:30:27 > 0:30:32when Tam's family encouraged him to book a cruise.
0:30:32 > 0:30:35He chose one with Thomson, paying just over £2,000
0:30:35 > 0:30:39for a trip from Corfu to Montenegro. And ahead of travel,
0:30:39 > 0:30:43Thomson's welfare team called to reassure him that the ship they were
0:30:43 > 0:30:46travelling on was suitable for wheelchair users.
0:30:46 > 0:30:49For the first time, I was actually ecstatic
0:30:49 > 0:30:52and the fact that the welfare people reassured me that everything
0:30:52 > 0:30:55would be taken care of and they had dealt with people
0:30:55 > 0:30:59with disabilities before, that was great,
0:30:59 > 0:31:03and all I had to do was enjoy the holiday.
0:31:03 > 0:31:06Tam was told that while the ship's disabled rooms were fully booked,
0:31:06 > 0:31:08the cabin would be big enough for his wheelchair,
0:31:08 > 0:31:11so on the day of departure,
0:31:11 > 0:31:14Tam and his wife made their way to Edinburgh Airport where prearranged
0:31:14 > 0:31:19special assistants were supposed to be there to meet them.
0:31:19 > 0:31:23We arrived at the airport and they had no idea that we were
0:31:23 > 0:31:27coming in a wheelchair and I was asked if I wanted to
0:31:27 > 0:31:32take the wheelchair on the plane with me or what I wanted to do with it and I thought,
0:31:32 > 0:31:36"Erm, well, no, I want to take it." And they were just bemused.
0:31:39 > 0:31:40Now, that wasn't a good start,
0:31:40 > 0:31:43and once in Corfu, the problems continued.
0:31:43 > 0:31:46The couple had booked coach transfers between the airport to the port,
0:31:46 > 0:31:48but it seemed the wheelchair was a problem.
0:31:48 > 0:31:50The coach driver said, "Sorry,
0:31:50 > 0:31:52"but you can't take the wheelchair on the bus.
0:31:52 > 0:31:55"There's no room."
0:31:55 > 0:31:58And I went, "OK, how do I get from here?
0:31:58 > 0:31:59"What will happen to the wheelchair?"
0:31:59 > 0:32:03"You'll have to get another coach to take your wheelchair to the boat."
0:32:05 > 0:32:08So, after much discussion, Tam was allowed on the coach,
0:32:08 > 0:32:12but things were no better when he got to the ship.
0:32:12 > 0:32:19It was one single gangway, probably about two widths of this wheelchair.
0:32:19 > 0:32:21It was really, really steep and my wife said,
0:32:21 > 0:32:23"I can't push you up that,
0:32:23 > 0:32:25"there's no way I could push you up that."
0:32:25 > 0:32:27She said, "How are we going to get on this thing?"
0:32:27 > 0:32:28That's what she called it.
0:32:28 > 0:32:31Four staff from the ship arrived to carry Tam up the gangway,
0:32:31 > 0:32:33an experience he will never forget.
0:32:33 > 0:32:36I was actually scared.
0:32:36 > 0:32:38I was petrified that I was going to fall in.
0:32:38 > 0:32:41You feel treated like a piece of baggage.
0:32:42 > 0:32:47And his relief at finally being on board proved short-lived.
0:32:47 > 0:32:49We went down the corridor, she got the key card,
0:32:49 > 0:32:53opened the door and then she said, "I'll push you in."
0:32:53 > 0:32:54And it wouldn't go in.
0:32:56 > 0:32:59The door was simply too narrow for his wheelchair and after lifting
0:32:59 > 0:33:04himself into the room, he realised he barely had enough space to move.
0:33:04 > 0:33:07I couldn't even go to the toilet using the wheelchair.
0:33:07 > 0:33:11I had to use the wheelchair as a Zimmer and then hold on to things to
0:33:11 > 0:33:13actually get into the toilet. And the toilet had a step
0:33:13 > 0:33:16that was about, I don't know, about...
0:33:16 > 0:33:18..15 inches high.
0:33:18 > 0:33:20Despite the reassurance from Thomson
0:33:20 > 0:33:24that all would be fine, the holiday was turning out to be a disaster.
0:33:26 > 0:33:27I couldn't wait to go home.
0:33:27 > 0:33:30Seriously, I just couldn't wait to get off the ship.
0:33:30 > 0:33:31And I actually went into the cabin
0:33:31 > 0:33:34and I actually sat on the end of the bed and cried.
0:33:34 > 0:33:36And I... I dinnae cry.
0:33:36 > 0:33:39I literally don't cry.
0:33:39 > 0:33:43Within a day of being on board, Tam had had enough.
0:33:43 > 0:33:47My wife came back, I said, "Can I ask to do something?"
0:33:47 > 0:33:48And she goes, "What?"
0:33:48 > 0:33:53I says, "Can I ask you if we can go to the next port and just go home?"
0:33:53 > 0:33:56But unable to arrange an earlier flight back to Edinburgh,
0:33:56 > 0:33:59there was no option but to stay on the ship and, to make things worse,
0:33:59 > 0:34:02when they got to Venice and Montenegro,
0:34:02 > 0:34:07they were told they couldn't disembark because the ports had no wheelchair access.
0:34:07 > 0:34:09But Thomson, now known as Tui,
0:34:09 > 0:34:13sincerely apologised to Tam for his experience, telling us that,
0:34:13 > 0:34:17"Unfortunately, detail of his access needs were not passed on to the ship
0:34:17 > 0:34:20"due to human error." As a result,
0:34:20 > 0:34:21it has given him a full refund
0:34:21 > 0:34:24and while the company says such incidents are rare,
0:34:24 > 0:34:26it will be reviewing its booking processes
0:34:26 > 0:34:31and providing further training to its customer service teams.
0:34:33 > 0:34:35People travelling with disabilities
0:34:35 > 0:34:38will often have very different needs but in any case,
0:34:38 > 0:34:42in the UK at least, the law says that all hotels or resorts have to make
0:34:42 > 0:34:46reasonable adjustments to ensure disabled travellers can access
0:34:46 > 0:34:48the same facilities as anybody else.
0:34:48 > 0:34:51- To the left is Whinlatter Forest. - Lovely.
0:34:51 > 0:34:54Carrie-Ann Lightley is from Tourism For All,
0:34:54 > 0:34:57a national charity providing disabled travellers with information
0:34:57 > 0:34:59about suitable holidays and places to visit.
0:34:59 > 0:35:01Today, she's in Cumbria,
0:35:01 > 0:35:06checking out facilities at a holiday centre called the Calvert Trust.
0:35:06 > 0:35:10I think definitely holiday companies should be able to tell you
0:35:10 > 0:35:11from the very beginning
0:35:11 > 0:35:14whether or not a holiday is going to be suitable for your needs.
0:35:14 > 0:35:18Yeah, even if that does mean that they will lose money,
0:35:18 > 0:35:22I think the single biggest barrier to accessible holidays for everybody
0:35:22 > 0:35:27is reliable information, and once we have that
0:35:27 > 0:35:30and once we know what to expect,
0:35:30 > 0:35:35then we can adapt and get the most out of a holiday experience.
0:35:36 > 0:35:38And while trying to factor in
0:35:38 > 0:35:41any additional needs and equipment can be daunting,
0:35:41 > 0:35:44Carrie-Ann is confident that there is good support available.
0:35:44 > 0:35:47It's amazing, I've never seen anything like this before.
0:35:47 > 0:35:49Contact a supportive organisation,
0:35:49 > 0:35:52contact an organisation like Tourism For All,
0:35:52 > 0:35:56speak to people who have travelled a lot as disabled people,
0:35:56 > 0:35:58speak to people who've had good experiences,
0:35:58 > 0:36:00because it isn't all bad.
0:36:00 > 0:36:02So this is the wheelchair assault course.
0:36:02 > 0:36:05- Fantastic.- And there's lots of different elements across it
0:36:05 > 0:36:07to make it more challenging.
0:36:07 > 0:36:10It can sometimes be more difficult than your standard holiday,
0:36:10 > 0:36:15but I actually think that makes the final destination,
0:36:15 > 0:36:20the final holiday experience feel all the more richer.
0:36:20 > 0:36:21Seeking out holidays or hotels
0:36:21 > 0:36:24where other disabled travellers have enjoyed good experiences
0:36:24 > 0:36:27seems like sound advice to me,
0:36:27 > 0:36:31but it seems even the experts may not get it right every time.
0:36:31 > 0:36:34Jane has been a wheelchair user for over 20 years
0:36:34 > 0:36:36and is largely housebound,
0:36:36 > 0:36:39so for her, holidays take on an extra importance.
0:36:41 > 0:36:46To be able to go somewhere new, to look at different scenery,
0:36:46 > 0:36:53just that change of routine, a different view from the window.
0:36:53 > 0:36:56It was like a five-year-old looking forward to Christmas.
0:36:57 > 0:36:59When Jane and her husband Colin
0:36:59 > 0:37:01decided to book a ten-day holiday to Ireland,
0:37:01 > 0:37:04they were concerned about finding a hotel which could
0:37:04 > 0:37:07accommodate her wheelchair, so they used a travel company
0:37:07 > 0:37:10which claims to guarantee accessible accommodation
0:37:10 > 0:37:11and take the worry out of your holiday.
0:37:11 > 0:37:13I felt that we should be confident
0:37:13 > 0:37:16that they would be able to give us the facilities
0:37:16 > 0:37:20we need for my wife on a holiday that we want to do once a year.
0:37:22 > 0:37:24The booking process required them
0:37:24 > 0:37:26to go into great detail about Jane's needs
0:37:26 > 0:37:29so that they could be matched up with somewhere suitable,
0:37:29 > 0:37:32and the place they ended up choosing sounded ideal.
0:37:32 > 0:37:36We were told that Jane's facilities were fully taken into account
0:37:36 > 0:37:40and that we would be very pleased with the facilities when we arrived.
0:37:41 > 0:37:44But after a 12-hour journey by car and ferry
0:37:44 > 0:37:47from their home in Balloch in Scotland, to Ireland,
0:37:47 > 0:37:51the couple were really disappointed with the room they were given.
0:37:51 > 0:37:53We found that, unfortunately, the room was so small
0:37:53 > 0:37:55that we couldn't get the wheelchair in
0:37:55 > 0:37:57with all the facilities that were there.
0:37:57 > 0:37:59The staff had to move the bed,
0:37:59 > 0:38:02push it up against the wall and unfortunately we found that Jane
0:38:02 > 0:38:06couldn't physically use the bathroom facilities because the wheelchair
0:38:06 > 0:38:09couldn't get through the door.
0:38:09 > 0:38:11After talking to the hotel staff,
0:38:11 > 0:38:14Jane and Colin decided to look for somewhere else to stay.
0:38:14 > 0:38:17We were very fortunate that the actual staff in the reception desk,
0:38:17 > 0:38:22they were very helpful, they started phoning around local hotels.
0:38:23 > 0:38:26But when Colin got in touch with the company the next day,
0:38:26 > 0:38:30it said there was no better alternative in the area
0:38:30 > 0:38:32for their particular requirements.
0:38:32 > 0:38:36They came back and said there was nothing they could provide us with
0:38:36 > 0:38:38that was suitable. Therefore, they told us, we had no choice
0:38:38 > 0:38:42but to go back and accept their facilities.
0:38:42 > 0:38:44We said this was absolutely impossible.
0:38:45 > 0:38:48So Jane and Colin made the decision
0:38:48 > 0:38:51to fork out another £1,000 to stay somewhere else.
0:38:51 > 0:38:54The holiday was stressful,
0:38:54 > 0:38:57definitely didn't recharge our batteries the way we'd hoped for.
0:38:58 > 0:39:00Well, the company told us
0:39:00 > 0:39:04it deeply regrets that Jane and Colin found their holiday upsetting,
0:39:04 > 0:39:06but it disagrees with their version of events,
0:39:06 > 0:39:10pointing out that the hotel it recommended is a fully accessible
0:39:10 > 0:39:13specialist holiday location, and as such all bedrooms
0:39:13 > 0:39:16have wheelchair accessible roll-in wet rooms
0:39:16 > 0:39:19with hoists and additional appliances available as needed.
0:39:19 > 0:39:23It says it has a robust process to ensure customers are matched with
0:39:23 > 0:39:27thoroughly vetted properties that meet their specific needs.
0:39:27 > 0:39:29The company says after this booking was made,
0:39:29 > 0:39:33it had stayed in contact with Colin, updating requirements as requested
0:39:33 > 0:39:37and also checking that the room allocated would be suitable.
0:39:37 > 0:39:40It went on to say that Jane and Colin chose not to view the alternative
0:39:40 > 0:39:45room options offered and nor did they relay their concerns to the company
0:39:45 > 0:39:47straightaway despite its offices being open.
0:39:47 > 0:39:49But it added that at the time,
0:39:49 > 0:39:53it had offered a refund as a gesture of goodwill,
0:39:53 > 0:39:55and that offer still stands.
0:39:57 > 0:40:00Well, stories like that one highlight just how much planning by
0:40:00 > 0:40:03individuals and companies alike goes into making sure anyone with
0:40:03 > 0:40:06a disability can enjoy the holiday they want
0:40:06 > 0:40:08and the level of disappointment
0:40:08 > 0:40:10if they feel things haven't gone to plan,
0:40:10 > 0:40:13which is why back at the outdoor pursuits centre she is testing in
0:40:13 > 0:40:17Cumbria, Carrie-Ann says the key to all of this is having very detailed
0:40:17 > 0:40:21conversations before making a booking.
0:40:21 > 0:40:24I would ask my travel agent to talk me through the process of what
0:40:24 > 0:40:28happens when I get to the airport, how am I going to be assisted?
0:40:28 > 0:40:30How is my mobility equipment going to be treated
0:40:30 > 0:40:31and taken onto the plane?
0:40:31 > 0:40:35And just, as I say, to get talked through the process,
0:40:35 > 0:40:37because once you have that knowledge,
0:40:37 > 0:40:40it gives an extra level of confidence.
0:40:42 > 0:40:45But Carrie-Ann is a firm believer that there should be no barrier
0:40:45 > 0:40:49to what a disabled person can expect on their holiday.
0:40:51 > 0:40:55The more that disabled people get out there and travel and enjoy their
0:40:55 > 0:40:58holidays, then the more that that is going to improve the experience for
0:40:58 > 0:41:02everybody because the industry should be seeing that we are
0:41:02 > 0:41:05a market that can make some money.
0:41:05 > 0:41:08If you can get over all of those obstacles that are somehow
0:41:08 > 0:41:10put in your way as a wheelchair user
0:41:10 > 0:41:14and still make it to your dream holiday destination
0:41:14 > 0:41:17and to be able to say, "I've got here and I've done it,"
0:41:17 > 0:41:22that's an amazing feeling and I think it's worth the effort.
0:41:30 > 0:41:33The truth is that Rip-Off Britain wouldn't be here
0:41:33 > 0:41:34without your stories
0:41:34 > 0:41:37and we've got plenty of ways you can get in touch.
0:41:37 > 0:41:39You can send us an e-mail...
0:41:43 > 0:41:46..or you can write to us at...
0:41:53 > 0:41:57But please do not send original copies of any documents.
0:41:57 > 0:42:01And even if you haven't got a story that you would like us to investigate,
0:42:01 > 0:42:04you can join in the conversation on our Facebook page -
0:42:04 > 0:42:07just search BBC Rip Off Britain.
0:42:09 > 0:42:12Well, I'm afraid that brings us to the end of today's programme
0:42:12 > 0:42:13and I don't know about you,
0:42:13 > 0:42:17but I really felt for Tam after hearing about his experiences,
0:42:17 > 0:42:20and I think it really would be a terrible shame if that
0:42:20 > 0:42:22was going to put him off travelling altogether.
0:42:22 > 0:42:25That is so true, and it also goes to show how
0:42:25 > 0:42:29important it is for people to have the right information to hand,
0:42:29 > 0:42:30whether that's up-to-date photographs
0:42:30 > 0:42:34showing accurate descriptions of what the place they have booked
0:42:34 > 0:42:36is really like or even just a proper understanding
0:42:36 > 0:42:38of what is and isn't included.
0:42:38 > 0:42:41Yeah, it could certainly save a lot of disappointment
0:42:41 > 0:42:42further down the line.
0:42:42 > 0:42:44Well, thanks to all of those who have shared their stories
0:42:44 > 0:42:47with us today and of course to you for joining us.
0:42:47 > 0:42:49We've plenty more Rip-Off Britain programmes coming up,
0:42:49 > 0:42:52so please do keep telling us about
0:42:52 > 0:42:54any issues you'd like us to investigate
0:42:54 > 0:42:57and we'll see if we can help. For now, though, from all of us,
0:42:57 > 0:42:59- it's goodbye.- Bye!