0:00:02 > 0:00:05We asked you, who's left you feeling ripped off when it comes to your
0:00:05 > 0:00:10holidays? And you came back with a catalogue of travel disasters.
0:00:10 > 0:00:13Letting us come all this way to be told we're going home on the next
0:00:13 > 0:00:15day? Just furious!
0:00:15 > 0:00:19It has tainted the whole experience of booking holidays and trusting
0:00:19 > 0:00:22- companies.- So whether it's a deliberate rip-off, a simple
0:00:22 > 0:00:25mistake, or indeed a catch in the small print,
0:00:25 > 0:00:28we'll find out why you are out of pocket,
0:00:28 > 0:00:30and what you can do about it.
0:00:30 > 0:00:32Your stories, your money.
0:00:32 > 0:00:34This is Rip-Off Britain.
0:00:36 > 0:00:39Hello, and welcome to a very bright and sunny edition
0:00:39 > 0:00:40of Rip-Off Britain,
0:00:40 > 0:00:44where, for this special series, we're right here in Tenerife,
0:00:44 > 0:00:47investigating more of the problems about which you've contacted us to
0:00:47 > 0:00:51do with holidays and travel. And I tell you, we're going to be looking
0:00:51 > 0:00:54- at some particularly shocking cases today.- Yes, I have no doubt that one
0:00:54 > 0:00:57or two of them will absolutely get your blood boiling, because they all
0:00:57 > 0:01:01involve situations that have left people out of pocket,
0:01:01 > 0:01:04severely inconvenienced or, in some cases, both,
0:01:04 > 0:01:07thanks to the widely differing interpretation of the rules,
0:01:07 > 0:01:09and even the law.
0:01:09 > 0:01:13Now, in some cases, the regulations have simply been misunderstood.
0:01:13 > 0:01:17But for the rest, let us just say that the rules are a little unclear,
0:01:17 > 0:01:20allowing the companies involved to have it all their way,
0:01:20 > 0:01:22while, one way or another, you lose out.
0:01:22 > 0:01:25Well, we're going to have the information you need to make sure
0:01:25 > 0:01:27that doesn't happen to you on your next trip.
0:01:29 > 0:01:33Coming up...the airlines routinely overbooking their flights.
0:01:33 > 0:01:36Could that mean your holiday starts the way this woman's did,
0:01:36 > 0:01:38by being split up from her family
0:01:38 > 0:01:40and refused the seat that she'd paid for?
0:01:40 > 0:01:43When I had to wave goodbye to the children,
0:01:43 > 0:01:46I was trying so hard to smile,
0:01:46 > 0:01:48but I was still crying.
0:01:48 > 0:01:52And Paralympian Libby Clegg exposes the hotels that risk breaking the
0:01:52 > 0:01:56law by telling guests their guide dogs can't stay.
0:01:56 > 0:01:59He just turned round to me and went, "No dogs allowed."
0:01:59 > 0:02:03And I was just like, "You can't refuse her, you're breaking the law."
0:02:06 > 0:02:10If you've ever booked a particular flight for a holiday or a business
0:02:10 > 0:02:13trip, say, then the chances are it's because that is the flight you want
0:02:13 > 0:02:17to be on. So you pay your money, job done.
0:02:17 > 0:02:19Not necessarily so.
0:02:19 > 0:02:22Unfortunately, there are some airlines who are repeatedly
0:02:22 > 0:02:26overbooking their flights, which means, when you get to the airport,
0:02:26 > 0:02:29somebody has got to get off that plane.
0:02:29 > 0:02:31Now, usually they do ask for volunteers
0:02:31 > 0:02:33and put them on a different flight.
0:02:33 > 0:02:36But as you've been telling us, it's not always that simple,
0:02:36 > 0:02:39and it can be a very distressing situation.
0:02:39 > 0:02:42But hopefully not anything like as distressing as the situation that
0:02:42 > 0:02:47occurred when one airline, who used a method to free up a seat which,
0:02:47 > 0:02:50well, frankly, made headlines all over the world.
0:02:50 > 0:02:52SCREAMING
0:02:54 > 0:02:57It's hard to forget this mobile phone footage of a distressed
0:02:57 > 0:03:01passenger being dragged off a United Airlines flight.
0:03:01 > 0:03:06No, this is wrong! Oh, my God, look at what you did to him!
0:03:06 > 0:03:07Oh, my God!
0:03:07 > 0:03:11Staff forcibly removed from the plane a man who refused to give up
0:03:11 > 0:03:14his seat when the airline said that it needed it.
0:03:14 > 0:03:18United has since apologised to the man and compensated him,
0:03:18 > 0:03:22but the case certainly brought to focus the issue of overbooking on
0:03:22 > 0:03:24flights.
0:03:24 > 0:03:27And while such heavy-handed tactics are not likely to be repeated,
0:03:27 > 0:03:31the numbers of passengers who lose their already paid for seats on
0:03:31 > 0:03:35planes is estimated at around 50,000 people every year.
0:03:35 > 0:03:38Now, that's not always bad news,
0:03:38 > 0:03:41as volunteers do usually receive some sort of compensation.
0:03:43 > 0:03:46But it's one thing to choose to leave an overbooked flight,
0:03:46 > 0:03:49quite another to have that decision made for you.
0:03:49 > 0:03:52Especially if you're about to take off on a family holiday,
0:03:52 > 0:03:56which is exactly what happened to Iona Delgado and her husband,
0:03:56 > 0:03:57and their two children,
0:03:57 > 0:04:00when they were due to board a flight from Cardiff to Alicante,
0:04:00 > 0:04:02with the Spanish airline Vueling.
0:04:02 > 0:04:07We go to Spain usually once or twice a year, because my husband's
0:04:07 > 0:04:11Spanish, so we go to visit his family.
0:04:11 > 0:04:14The children love going because they get to see their family and have a
0:04:14 > 0:04:17bit of sun, as well, and have a holiday.
0:04:18 > 0:04:22On the day of the flight, with two children and all of their luggage,
0:04:22 > 0:04:25Iona and her husband arrived at Cardiff Airport in good time to
0:04:25 > 0:04:28check in. But when they got to the Vueling desk,
0:04:28 > 0:04:30they were in for a shock.
0:04:30 > 0:04:33The lady looked a bit hesitant, slightly confused, and then she
0:04:33 > 0:04:36said, "Unfortunately, only three of you can fly today."
0:04:36 > 0:04:38So...I...
0:04:38 > 0:04:41Well, I laughed at first and said, "What do you mean?
0:04:41 > 0:04:44"There's four of us, we've got four tickets."
0:04:44 > 0:04:48And she said, "Well, the flight's overbooked, so only three of you can fly."
0:04:48 > 0:04:50To solve the overbooking problem,
0:04:50 > 0:04:53passengers had been randomly selected to be taken off the flight
0:04:53 > 0:04:57they'd chosen and bumped onto the next available,
0:04:57 > 0:05:00and Iona's husband was among those picked.
0:05:00 > 0:05:02Well, we were just absolutely gobsmacked.
0:05:02 > 0:05:06I just thought, "This is crazy, there's no way that he's not going to fly."
0:05:06 > 0:05:09Unfortunately, there was no room for negotiation.
0:05:09 > 0:05:11Only three of the family could fly together.
0:05:11 > 0:05:14They reluctantly decided that it made more sense for it to be Iona
0:05:14 > 0:05:19that stayed behind, as the hire car in Spain was in her husband's name.
0:05:19 > 0:05:23So the devastated mum had no choice but to stand and watch as the rest
0:05:23 > 0:05:26of the family set off on holiday without her.
0:05:26 > 0:05:29When I had to wave goodbye to the children,
0:05:29 > 0:05:32I was trying so hard to smile...
0:05:34 > 0:05:37..but I was still crying, and no matter how hard I tried,
0:05:37 > 0:05:40I couldn't stop crying. And they could see that.
0:05:40 > 0:05:43And I just felt terrible, waving goodbye to them...
0:05:43 > 0:05:46..knowing that they were going to be upset getting on the plane.
0:05:46 > 0:05:5011-year-old Luis felt terrible leaving his mum behind.
0:05:50 > 0:05:53It was really upsetting, and I just...
0:05:53 > 0:05:56Yeah, I just felt really sad.
0:05:56 > 0:05:59And I felt really bad for her, as well.
0:05:59 > 0:06:03To make matters worse, the next available flight wasn't a simple one.
0:06:03 > 0:06:06Iona had to fly via Amsterdam, stay overnight there,
0:06:06 > 0:06:10and then fly on to Alicante the next day.
0:06:10 > 0:06:13We booked this holiday six months before,
0:06:13 > 0:06:16we'd been looking forward to it,
0:06:16 > 0:06:19the first holiday that the four of us had gone on in a long time.
0:06:19 > 0:06:22And suddenly, because of overbooking, one of us can't fly.
0:06:22 > 0:06:24It just ruins the whole thing.
0:06:24 > 0:06:28Iona was offered 250 euros in compensation,
0:06:28 > 0:06:31but she doesn't feel that that makes up for losing a day of her family
0:06:31 > 0:06:36- holiday.- I definitely don't think the compensation was worth it.
0:06:36 > 0:06:41I would have much rather been with my family than having the 250 euros
0:06:41 > 0:06:43compensation.
0:06:43 > 0:06:46I really don't think they should be doing this.
0:06:46 > 0:06:48I just don't really see the point of it, the benefit.
0:06:48 > 0:06:50You know, you're spoiling people's holidays,
0:06:50 > 0:06:52and it's not the right thing to do.
0:06:53 > 0:06:57Well, when we contacted the airline, Vueling,
0:06:57 > 0:07:00it apologised for the inconvenience caused to Iona and her family,
0:07:00 > 0:07:05but said that overbooking is a commercial practice implemented by
0:07:05 > 0:07:09most airlines in order to offer the best rates to customers.
0:07:09 > 0:07:12It stressed it always aims to offer the best possible alternatives to
0:07:12 > 0:07:15those affected - in this case,
0:07:15 > 0:07:19booking Iona on the next available flight to minimise disruption,
0:07:19 > 0:07:23and that it meets all European Union regulations regarding compensation.
0:07:25 > 0:07:28Now, of course, the number of passengers who are denied boarding
0:07:28 > 0:07:32because their seats are overbooked is just a small percentage
0:07:32 > 0:07:35of the millions of passengers who fly every year.
0:07:35 > 0:07:38But for those like Iona, who don't get a say in the matter,
0:07:38 > 0:07:41it can cause huge stress and disappointment.
0:07:41 > 0:07:45And it can be hard to understand why on earth airlines would want to
0:07:45 > 0:07:47overbook seats anyway.
0:07:47 > 0:07:51Well, airline pricing expert Oliver Ranson says, as ever,
0:07:51 > 0:07:53it all comes down to money.
0:07:53 > 0:07:56Airlines overbook flights because they operate in a very tough
0:07:56 > 0:07:59economic environment where the sale of every seat matters.
0:07:59 > 0:08:02The more passengers they can get onto the plane, the better.
0:08:02 > 0:08:05And sometimes, when passengers don't turn up for their flight,
0:08:05 > 0:08:07that would mean that, if they hadn't overbooked,
0:08:07 > 0:08:09a seat would have been wasted.
0:08:10 > 0:08:13Oliver says that, when managed properly,
0:08:13 > 0:08:16overbooking can help airlines make some extra profit,
0:08:16 > 0:08:19allowing them to balance out some of the heavy losses that they may
0:08:19 > 0:08:21suffer in other parts of the business
0:08:21 > 0:08:24without needing to increase fares.
0:08:24 > 0:08:26Sometimes airlines won't overbook flights at all.
0:08:26 > 0:08:28On a flight to Florida in the summer,
0:08:28 > 0:08:30where every passenger is starting in London,
0:08:30 > 0:08:33it's very unlikely that the airline is going to overbook because they
0:08:33 > 0:08:35know that everyone is going to show up for that flight.
0:08:35 > 0:08:38On the other hand, a busy business flight,
0:08:38 > 0:08:40London to Frankfurt for example, could have a lot of travellers
0:08:40 > 0:08:43cancelling because their plans change. And when that happens,
0:08:43 > 0:08:46the airline will know that they can overbook by a good proportion,
0:08:46 > 0:08:48sometimes by up to 50%,
0:08:48 > 0:08:51and the flight will still go with some seats empty.
0:08:51 > 0:08:55Airlines have to follow very clear EU regulations when dealing with
0:08:55 > 0:08:57overbooked passengers.
0:08:57 > 0:08:59They should start by asking for volunteers,
0:08:59 > 0:09:02who will usually be offered money as an incentive.
0:09:02 > 0:09:04But if there aren't enough,
0:09:04 > 0:09:07they are able to deny boarding to passengers,
0:09:07 > 0:09:10provided they offer compensation, cover certain out-of-pocket
0:09:10 > 0:09:14expenses, and arrange an alternative flight as soon as possible.
0:09:15 > 0:09:19But among those unhappy about the whole practice of overbooking is
0:09:19 > 0:09:22Casper Reid, from West Sussex, and his mum Stephanie.
0:09:22 > 0:09:26In the summer of 2017, Casper, who was 15 at the time,
0:09:26 > 0:09:30was flying solo from Gatwick to Toulouse with EasyJet,
0:09:30 > 0:09:32to visit his grandparents in France.
0:09:32 > 0:09:35I went to the airport, we did the check-in,
0:09:35 > 0:09:37we were given a boarding pass,
0:09:37 > 0:09:40and I left him at the departure gate, and everything was fine.
0:09:40 > 0:09:45With Casper airside and ready to fly, Stephanie made her way home.
0:09:45 > 0:09:48But she soon received an unexpected call.
0:09:48 > 0:09:52He called to say it was, he had been kicked off the plane.
0:09:52 > 0:09:54So, you know, I was a bit...
0:09:54 > 0:09:57..shocked and surprised,
0:09:57 > 0:10:00and I could feel in his voice that he was really upset.
0:10:01 > 0:10:04Stephanie raced back to the airport to find Casper in the departure
0:10:04 > 0:10:07lounge. Despite being a child,
0:10:07 > 0:10:10he'd been told by EasyJet staff that, as the plane was overbooked,
0:10:10 > 0:10:14he'd have to sit and wait for the next available flight.
0:10:14 > 0:10:16I think it was really disgraceful
0:10:16 > 0:10:19that he was kicked off the plane and left on his own in the departure
0:10:19 > 0:10:22zone...not knowing what to do.
0:10:22 > 0:10:26To make matters worse, both the next two flights were fully booked,
0:10:26 > 0:10:28meaning that Casper had to wait
0:10:28 > 0:10:30another ten hours before he could fly.
0:10:30 > 0:10:34I think the way EasyJet treated my son was really appalling.
0:10:34 > 0:10:37I think it was really irresponsible and unprofessional.
0:10:39 > 0:10:41Casper wasn't best pleased, either.
0:10:41 > 0:10:44Not least because he felt there were other passengers flying on their own
0:10:44 > 0:10:47that might have been better for the airline to bump from the flight
0:10:47 > 0:10:50- instead of him.- I got annoyed, cos I was a child.
0:10:50 > 0:10:54There was a young 25, 30-year-old man there,
0:10:54 > 0:10:57and he could've easily got off for me.
0:10:57 > 0:11:02But according to EasyJet's terms, though Casper is classed as a child,
0:11:02 > 0:11:0614 to 15-year-olds can travel on their own, just like an adult.
0:11:06 > 0:11:09As a result, when the airline couldn't get volunteers and picked
0:11:09 > 0:11:12the people who wouldn't be able to board,
0:11:12 > 0:11:14he was lumped in with everyone else.
0:11:15 > 0:11:18Even so, there's been a positive development on the story.
0:11:19 > 0:11:23When we contacted EasyJet, it told us that, since Casper's experience,
0:11:23 > 0:11:27it's reviewed and changed its procedures to protect unaccompanied
0:11:27 > 0:11:29minors being overbooked.
0:11:29 > 0:11:33The airline added that it had apologised to Casper at the time,
0:11:33 > 0:11:37looked after him at the airport, and offered the required compensation.
0:11:37 > 0:11:42EasyJet went on to say that, in 97% of cases, it gets overbooking right,
0:11:42 > 0:11:46and that less than 1% of passengers are ever denied boarding.
0:11:46 > 0:11:49What's more, the company says that, if it didn't overbook and flew
0:11:49 > 0:11:52with emptier planes due to no-shows,
0:11:52 > 0:11:55then it would force up prices for everyone else.
0:11:57 > 0:12:01But Stephanie, and the many of you who've contacted us about this
0:12:01 > 0:12:04issue, still thinks if you've booked and paid for a particular flight,
0:12:04 > 0:12:06you should be on it.
0:12:06 > 0:12:08I think the overbooking system is really wrong,
0:12:08 > 0:12:11and when you buy your ticket, it should be...
0:12:11 > 0:12:13..you should have a seat guaranteed.
0:12:13 > 0:12:16Now, not all airlines routinely overbook.
0:12:16 > 0:12:18In fact, some, for example Ryanair,
0:12:18 > 0:12:22says it's the only airline in Europe not to do so.
0:12:22 > 0:12:26US airline JetBlue also promises no overbooking.
0:12:26 > 0:12:29But it is done by just about everyone else.
0:12:29 > 0:12:33So Oliver Ranson would like to see the airlines introduce fairer,
0:12:33 > 0:12:34more transparent systems when
0:12:34 > 0:12:37selecting which passengers to remove.
0:12:37 > 0:12:39Sometimes overbooking goes wrong,
0:12:39 > 0:12:42and airlines can really improve the selection process.
0:12:42 > 0:12:45They can take into account individual circumstances much better
0:12:45 > 0:12:47than they do, and they should be more persistent
0:12:47 > 0:12:49in calling for volunteers.
0:12:49 > 0:12:52But if no amount of cash would tempt you to volunteer,
0:12:52 > 0:12:55and you'd really rather stay on the flight that you've chosen,
0:12:55 > 0:12:58Oliver has some tips to reduce the chance of being asked to leave an
0:12:58 > 0:13:00overbooked plane.
0:13:00 > 0:13:03My top tips to avoid being bumped off are joining the
0:13:03 > 0:13:04airline's frequent-flyer scheme,
0:13:04 > 0:13:07so that they know you're a loyal customer.
0:13:07 > 0:13:09Checking in online, plenty of time ahead,
0:13:09 > 0:13:11so that they know that you're going to come.
0:13:11 > 0:13:14And turning up at the airport early, so that they know you're there.
0:13:14 > 0:13:17My secret tip is to order an in-flight meal,
0:13:17 > 0:13:19and you'll be their top priority to get on board.
0:13:19 > 0:13:21But after her experience,
0:13:21 > 0:13:24Iona, too, would like to see the airlines review their overbooking
0:13:24 > 0:13:26procedures, so that other families
0:13:26 > 0:13:30don't have their holidays ruined in the same way as hers.
0:13:31 > 0:13:34I don't agree with overbooking but, if it does happen,
0:13:34 > 0:13:36there should be a system in place to make sure that
0:13:36 > 0:13:38everyone gets the same treatment.
0:13:42 > 0:13:44There are certain elements of travelling - for example,
0:13:44 > 0:13:47navigating your way around an unfamiliar place,
0:13:47 > 0:13:51getting on public transport, or indeed checking into hotels -
0:13:51 > 0:13:52which although part of the adventure,
0:13:52 > 0:13:55can sometimes be a bit of a challenge.
0:13:55 > 0:13:57And for anyone who is blind or partially-sighted,
0:13:57 > 0:13:59they can be even more daunting.
0:13:59 > 0:14:02But thanks to fully-trained assistance dogs that go everywhere
0:14:02 > 0:14:06with their owners and help them with even the smallest of tasks,
0:14:06 > 0:14:09these obstacles can very easily be overcome.
0:14:09 > 0:14:12In fact, so essential are these animals that today
0:14:12 > 0:14:15it's the law to accommodate them in public places.
0:14:15 > 0:14:18But it's clear that not all hotels have quite got that message.
0:14:21 > 0:14:23As one of the fastest women on Earth,
0:14:23 > 0:14:27champion sprinter Libby Clegg is well used to being under pressure.
0:14:27 > 0:14:29But over the last few years,
0:14:29 > 0:14:32she's earned dozens of awards for her athletic ability.
0:14:32 > 0:14:35- COMMENTATOR:- And Libby Clegg gets the Gold medal!
0:14:35 > 0:14:38Her most recent world famous being two Golds at the Rio 2016
0:14:38 > 0:14:40Paralympics. Libby's eye condition
0:14:40 > 0:14:43means that her sight is deteriorating,
0:14:43 > 0:14:45but clearly that has never held her back.
0:14:45 > 0:14:48I am a really independent person, and that's through my sport.
0:14:48 > 0:14:51I've had the confidence over the years to deal with different
0:14:51 > 0:14:54situations, so I never really let it get me down in the sense
0:14:54 > 0:14:56that I wouldn't go out and do stuff.
0:14:56 > 0:14:59Off the track, Libby is helped with day-to-day activities by Hattie,
0:14:59 > 0:15:01a very clever guide dog.
0:15:01 > 0:15:05I've had Hattie, my guide dog, for just over three years now.
0:15:05 > 0:15:08And ever since I've had her, it's just been absolutely life-changing.
0:15:08 > 0:15:12I don't feel as anxious crossing roads. It's much safer.
0:15:12 > 0:15:15I don't bump into people as much as I did before. SHE LAUGHS
0:15:16 > 0:15:18With Hattie by her side,
0:15:18 > 0:15:20Libby says there's not much that she actually can't do.
0:15:20 > 0:15:23And wherever she goes, Hattie goes as well.
0:15:23 > 0:15:26In fact, the law in the UK's very clear about that.
0:15:26 > 0:15:29From major events to pubs and hotels,
0:15:29 > 0:15:32guide dogs or assistance dogs have to be accommodated.
0:15:32 > 0:15:35But recently, Libby experienced a problem with that
0:15:35 > 0:15:37when trying to book a hotel.
0:15:37 > 0:15:42I was invited to go to Wimbledon and sit in the royal box.
0:15:42 > 0:15:46So myself and my partner, you know, we're really looking forward to it.
0:15:46 > 0:15:49He also can't see very well and has a guide dog,
0:15:49 > 0:15:52so it was going to be a really nice little trip away.
0:15:54 > 0:15:56As this was a very special treat,
0:15:56 > 0:15:59Libby pushed the boat out and booked a 5-star hotel in Central London -
0:15:59 > 0:16:03a room for her, her partner, and their respective guide dogs.
0:16:04 > 0:16:08Normally, when I go away, I don't call the hotel to check whether I
0:16:08 > 0:16:11can take my guide dog or not, because legally
0:16:11 > 0:16:15they have to accept a working dog,
0:16:15 > 0:16:17an assistance dog.
0:16:17 > 0:16:21But at check-in, Libby says staff at the hotel were not as clear on the
0:16:21 > 0:16:24law as they should've been.
0:16:24 > 0:16:25I was just explaining to the
0:16:25 > 0:16:29gentleman on reception that I had a guide dog.
0:16:29 > 0:16:33And I was just informing him of that, so, you know, he was aware.
0:16:33 > 0:16:37And he just turned round to me and went, "No dogs allowed."
0:16:37 > 0:16:39And I was just like,
0:16:39 > 0:16:42"Um, excuse me, it's a guide dog, like I've just said,
0:16:42 > 0:16:46"and it's a working dog, so, you know, you can't refuse her,
0:16:46 > 0:16:48"so you're breaking the law."
0:16:48 > 0:16:50Give me a paw. Oh, thank you, Hattie.
0:16:50 > 0:16:53- Give me your other paw. Oh, thank you.- Libby was horrified.
0:16:53 > 0:16:57She found herself having to explain that the law does make it very clear
0:16:57 > 0:17:00that dogs like Hattie have to be accommodated.
0:17:00 > 0:17:02And it was only after discussion with the manager that both
0:17:02 > 0:17:05assistance dogs were eventually allowed in.
0:17:05 > 0:17:08But Libby was really startled by the whole experience.
0:17:08 > 0:17:11That situation should never have happened, and, you know,
0:17:11 > 0:17:14it's definitely down to lack of staff training.
0:17:14 > 0:17:17I was really cross, because I just kind of thought, you know,
0:17:17 > 0:17:21"In this day and age, this should not be happening."
0:17:21 > 0:17:23It really shouldn't.
0:17:23 > 0:17:26In fact, any hotel excluding a guide dog in this way,
0:17:26 > 0:17:30through ignorance or not, would be guilty of discrimination.
0:17:30 > 0:17:34But it's clear that not all places to stay are aware of that...
0:17:37 > 0:17:41..because Cathy Albutt from Devon has experienced the same problem.
0:17:41 > 0:17:43Her son Trevor is registered blind,
0:17:43 > 0:17:47and when two of his friends, who are also blind, visited from America,
0:17:47 > 0:17:52Cathy says she too had huge problems trying to book a hotel in London for
0:17:52 > 0:17:55them, simply because one of the group had a guide dog.
0:17:55 > 0:17:58I tried to book them into a hotel,
0:17:58 > 0:18:02and they asked how many people it was for.
0:18:02 > 0:18:06And I said, "For the four of us, plus a guide dog,"
0:18:06 > 0:18:09and immediately was told, "No pets allowed."
0:18:09 > 0:18:14I said it wasn't a pet, it was a guide dog, a service animal,
0:18:14 > 0:18:16to come with us to the hotel,
0:18:16 > 0:18:19and was completely turned down straightaway.
0:18:21 > 0:18:24Hoping this was a one-off, Cathy tried another hotel in the same
0:18:24 > 0:18:27area, but we're afraid was met with the same response.
0:18:27 > 0:18:31In fact, Cathy says that all ten of the hotels she contacted said the
0:18:31 > 0:18:34same thing - "No dogs allowed."
0:18:34 > 0:18:36I was really angry and embarrassed, really,
0:18:36 > 0:18:40that our friends from America had come over to London, capital city,
0:18:40 > 0:18:44and we're having problems trying to find somewhere for them to stay for
0:18:44 > 0:18:46the evening.
0:18:46 > 0:18:50Like Libby, Cathy had tried explaining that hotels have a legal
0:18:50 > 0:18:54requirement to treat visually impaired people exactly the same as
0:18:54 > 0:18:58everyone else, and that means accommodating their assistance dogs
0:18:58 > 0:19:01if there's room. But she said it made no difference.
0:19:01 > 0:19:04There was no discussion at all about the reasoning,
0:19:04 > 0:19:07they just flatly said. "No, company policy."
0:19:08 > 0:19:11Although Cathy did eventually find a place to stay,
0:19:11 > 0:19:15she was now very disappointed and hurt by the reaction she'd had.
0:19:15 > 0:19:18I was just embarrassed and disappointed that people who have
0:19:18 > 0:19:21got a visual impairment, whether with a guide dog or not,
0:19:21 > 0:19:24are treated so badly in all these hotels.
0:19:26 > 0:19:28Still smarting from her experiences,
0:19:28 > 0:19:33Cathy invited Libby round so that they can see if staff at the hotels
0:19:33 > 0:19:36that turned her away are any clearer on the law now.
0:19:37 > 0:19:40- We'll give them a ring and see. - We'll give them a call now.- Yes.
0:19:40 > 0:19:42- INTERNAL RINGTONE - 'Good morning.'
0:19:42 > 0:19:45Oh, good morning. We're thinking of coming to London,
0:19:45 > 0:19:47and want to make a booking for some people,
0:19:47 > 0:19:48one of which has got a guide dog.
0:19:53 > 0:19:56- It's a service animal, yes. - 'Yeah.'
0:19:58 > 0:20:00- Thank you.- Thank you, bye-bye.- Bye.
0:20:00 > 0:20:03I kind of felt a bit bad for that man, actually, because it's
0:20:03 > 0:20:07- obviously not his decision...- Mmm. - ..and he's just following protocol.
0:20:07 > 0:20:09- It's disappointing, though.- Yeah.
0:20:09 > 0:20:13But Libby's sympathy wears thin when she sees how widespread this
0:20:13 > 0:20:16- problem can be.- So I'm looking at coming down in the next couple of
0:20:16 > 0:20:19- weeks...- 'Yeah.' - ..for two people and a guide dog.
0:20:20 > 0:20:22Yes, an assistance dog.
0:20:29 > 0:20:32- OK, thank you very much.- 'Is that fine?'- Oh, dear.
0:20:32 > 0:20:34So that receptionist didn't know the rules.
0:20:34 > 0:20:36If it was company policy,
0:20:36 > 0:20:40- the management would have trained the staff...- And they didn't.- ..with this incorporated in it.
0:20:40 > 0:20:43- Yeah.- And she would already know whether it was.
0:20:43 > 0:20:46- It's just disappointing, isn't it? - It's frustrating.
0:20:48 > 0:20:51It's a problem that's all-too-familiar to Helen Honstvet,
0:20:51 > 0:20:53from the charity Guide Dogs For The Blind.
0:20:53 > 0:20:57The impact of an access refusal on an assistance dog owner can be huge.
0:20:57 > 0:21:02It can really knock somebody's confidence in going to new places,
0:21:02 > 0:21:06and the whole point of a guide dog is to give people independence and
0:21:06 > 0:21:09mobility. So if it's limiting the new places that people are going to
0:21:09 > 0:21:12go to, that's a really bad thing.
0:21:12 > 0:21:14It's also against the law.
0:21:15 > 0:21:17But despite what the law says,
0:21:17 > 0:21:21the charity estimates that around 70% of blind or partially-sighted
0:21:21 > 0:21:24people will have been turned away from shops, restaurants,
0:21:24 > 0:21:27- or public transport at some point. - DOG BARKS
0:21:28 > 0:21:31So, after hearing Libby and Cathy's experiences,
0:21:31 > 0:21:34we wanted to get a wider sense of how many hotels might be getting
0:21:34 > 0:21:36this wrong.
0:21:38 > 0:21:42We rang 50 hotels in popular destinations around the UK,
0:21:42 > 0:21:46each time asking to book a room, making it clear we have a guide dog.
0:21:46 > 0:21:50I use a guide dog. Would I be OK to stay at your hotel?
0:21:50 > 0:21:55Of the 50 places we called, the overwhelming majority, 45 of them,
0:21:55 > 0:21:58said that they would accept assistance dogs.
0:21:59 > 0:22:03But although that seems like a positive result, out of these
0:22:03 > 0:22:06hotels, nine of them, in an experience that mirrors Libby's,
0:22:06 > 0:22:08seem very unsure,
0:22:08 > 0:22:11only agreeing after double-checking with management.
0:22:12 > 0:22:15And that's something that Helen feels really needs to be addressed.
0:22:15 > 0:22:19This really signals to me that staff are not being properly trained
0:22:19 > 0:22:22in how to welcome disabled people,
0:22:22 > 0:22:25and assistance dog owners in particular, to their business.
0:22:25 > 0:22:28It would be really great to see businesses looking to make sure that
0:22:28 > 0:22:31all of their staff are properly trained.
0:22:31 > 0:22:32Many already do this but,
0:22:32 > 0:22:36where it doesn't happen, it can cause real problems.
0:22:38 > 0:22:42What's more, two of the 45 hotels that said yes made it clear that,
0:22:42 > 0:22:44although they would accept the dog,
0:22:44 > 0:22:45there would be an extra charge.
0:22:45 > 0:22:48And what's the £10 charge for, sorry?
0:22:57 > 0:22:59And at the second of these hotels,
0:22:59 > 0:23:03the charge amounted to an extra 50% of the total price of the room.
0:23:16 > 0:23:19So, sorry, it's £25 for the dog, and how much for deep cleaning?
0:23:23 > 0:23:27Of the remaining five hotels, one simply didn't know,
0:23:27 > 0:23:29and the other four? Well,
0:23:29 > 0:23:31that's where we find the most concerning behaviour.
0:23:32 > 0:23:36All of them refused to accept a guide dog for various reasons.
0:23:41 > 0:23:43My dog is trained...
0:23:45 > 0:23:48They are all, I'm afraid, breaking the law.
0:23:49 > 0:23:51Do you know why not?
0:23:56 > 0:23:59Why is it I can't stay in your hotel, sorry, with the dog?
0:24:10 > 0:24:14While the majority of places we called would let a guide dog in,
0:24:14 > 0:24:17enough were unsure, or indeed got it wrong,
0:24:17 > 0:24:20to confirm Libby's fear that hotel staff do not
0:24:20 > 0:24:22fully understand the law.
0:24:22 > 0:24:26And, as a result, people who rely on assistance dogs aren't getting the
0:24:26 > 0:24:28equal treatment they should.
0:24:28 > 0:24:30And when Libby shared our results
0:24:30 > 0:24:33with Helen from Guide Dogs For The Blind, she was equally unimpressed
0:24:33 > 0:24:36with some of the detail of what we were told.
0:24:36 > 0:24:40What do you think of the two hotels that said, "Yes, but there would be a charge"?
0:24:40 > 0:24:42It's against the law.
0:24:42 > 0:24:45Under no circumstances should they be charging you anything extra to
0:24:45 > 0:24:50- stay there.- One of the hotels said no because they had a carpet.
0:24:50 > 0:24:54Hotels and bed and breakfasts have a duty to welcome assistance dog
0:24:54 > 0:24:56owners into their premises,
0:24:56 > 0:24:58and to make sure that they have the same positive experience as any
0:24:58 > 0:25:03other guests, and the examples that you've given me definitely wouldn't
0:25:03 > 0:25:06be cause to refuse access to an assistance dog owner.
0:25:07 > 0:25:09Well, after making those calls,
0:25:09 > 0:25:12we did contact the hotels that gave us incorrect information,
0:25:12 > 0:25:15and we put them right on what they should be saying
0:25:15 > 0:25:18to anyone with a guide dog.
0:25:18 > 0:25:21And, back on track, Libby is determined to keep up the pressure
0:25:21 > 0:25:26- on hotels to do the right thing.- In the service industry, you know,
0:25:26 > 0:25:30there needs to be more knowledge on the difference between, you know,
0:25:30 > 0:25:33a guide dog or an assistance dog and, you know, a pet,
0:25:33 > 0:25:37that there is a massive difference. It isn't a pet, it is a working dog,
0:25:37 > 0:25:39and it's there to do a job and assist the person.
0:25:46 > 0:25:48Still to come on Rip-Off Britain...
0:25:48 > 0:25:51A precious holiday meticulously planned -
0:25:51 > 0:25:54so why was this family's trip such a let-down?
0:25:54 > 0:25:58I am absolutely devastated, the way I've been treated.
0:25:58 > 0:26:02More so for my grandson, who's not getting memories
0:26:02 > 0:26:06of what...of a holiday that I wanted him to have.
0:26:10 > 0:26:13Our travel expert Simon Calder
0:26:13 > 0:26:16is full of tips to save you money on your travels.
0:26:16 > 0:26:19He's got plenty of advice on everything, from how to avoid the
0:26:19 > 0:26:22crowds, to the best way to steer clear of tourist traps.
0:26:22 > 0:26:26This time, it's all about one of Europe's most visited cities -
0:26:26 > 0:26:27Barcelona.
0:26:28 > 0:26:32Millions of visitors head to this beautiful Spanish city every year,
0:26:32 > 0:26:33and to Las Ramblas,
0:26:33 > 0:26:37the famous pedestrianised boulevard that runs through the heart of it.
0:26:37 > 0:26:39In August 2017,
0:26:39 > 0:26:44the Ramblas was the location for a dreadful terrorist attack.
0:26:44 > 0:26:48Yet its popularity as a tourist destination was undimmed by that
0:26:48 > 0:26:52- awful event.- Thankfully, such events are very rare,
0:26:52 > 0:26:55but what sadly isn't are the petty thieves who haunt not just
0:26:55 > 0:26:59Las Ramblas, but all of Barcelona's most popular sites,
0:26:59 > 0:27:02preying on distracted tourists.
0:27:02 > 0:27:06I've experienced attempted theft no fewer than three times.
0:27:06 > 0:27:09And so you don't learn the hard way, like Simon did,
0:27:09 > 0:27:13here are the thieves' most common tricks to watch out for.
0:27:13 > 0:27:15The simple phone grab!
0:27:15 > 0:27:17Keep an iron grip.
0:27:17 > 0:27:20The attempted bag snatch!
0:27:20 > 0:27:22And the too-casually-placed wallet.
0:27:24 > 0:27:26Yes, it's a bit of a free-for-all,
0:27:26 > 0:27:29so be very aware of your surroundings.
0:27:29 > 0:27:32And best of all, don't go out with anything you can't afford to lose.
0:27:35 > 0:27:37It's easy to see why tourists are so distracted,
0:27:37 > 0:27:41with some of the most awe-inspiring architecture in the world,
0:27:41 > 0:27:44including this - the Sagrada Familia.
0:27:44 > 0:27:48Beauty like this comes at a price - 15 euros is the standard entry fee.
0:27:48 > 0:27:50But, ever resourceful,
0:27:50 > 0:27:54Simon has found ways that at least some people can get in for less.
0:27:54 > 0:27:57If you happen to be under 30, take your passport.
0:27:57 > 0:27:59You'll save two euros.
0:27:59 > 0:28:01And if you have younger children,
0:28:01 > 0:28:04take them before their 11th birthday -
0:28:04 > 0:28:06they'll get in free.
0:28:06 > 0:28:08And if Barcelona itself isn't enough,
0:28:08 > 0:28:12then Spain's fabulous train network can shuttle you to an entirely
0:28:12 > 0:28:15different city in next to no time.
0:28:16 > 0:28:20In under three hours, you can be in the Spanish capital, Madrid,
0:28:20 > 0:28:22or even across the border
0:28:22 > 0:28:24in the beautiful French city of Montpellier.
0:28:24 > 0:28:28As always, book well ahead to get the best fares.
0:28:32 > 0:28:35Now, we all know that some holidays take months to arrange.
0:28:35 > 0:28:37Working out exactly where you want to go,
0:28:37 > 0:28:40and whether it's got the facilities to keep everyone you're travelling
0:28:40 > 0:28:44with happy, involves a lot of time and effort.
0:28:44 > 0:28:47So, if the holiday company you booked with suddenly changes one or
0:28:47 > 0:28:49other element of your carefully-planned and
0:28:49 > 0:28:50put-together trip,
0:28:50 > 0:28:54it could be very annoying and make a big difference to how much you enjoy
0:28:54 > 0:28:58it. That's especially the case if what's being altered is something
0:28:58 > 0:29:00which you think is fundamental.
0:29:00 > 0:29:03In your terms, it's a major change to what you'd envisaged.
0:29:03 > 0:29:07Trouble is, what you consider to be major may be rather more minor to
0:29:07 > 0:29:10the holiday company, and that's a difference of opinion that can
0:29:10 > 0:29:12lead to a real problem.
0:29:14 > 0:29:17The perfect holiday takes a lot of planning.
0:29:17 > 0:29:20Whether it's choosing flights at a particular time,
0:29:20 > 0:29:23or finding a hotel with just the right combination of activities and
0:29:23 > 0:29:26facilities, you may have put a lot of effort into
0:29:26 > 0:29:29pulling all the elements together.
0:29:29 > 0:29:32When Lynn Crawford, from County Durham, was organising a holiday for
0:29:32 > 0:29:35her grandson Jaden and his mum Claire,
0:29:35 > 0:29:37she knew exactly what she wanted.
0:29:37 > 0:29:41I promised my grandson of two years old that I would take him on holiday
0:29:41 > 0:29:44when he was six, to have memories.
0:29:44 > 0:29:48The holiday was just for him, I wanted him to be occupied,
0:29:48 > 0:29:50from getting up to going to bed.
0:29:50 > 0:29:54I wanted play areas, splash parks, clubs,
0:29:54 > 0:29:57whatever, to keep him busy all day.
0:29:57 > 0:30:00So Lynn went to her local travel agent, Hays Travel,
0:30:00 > 0:30:04where she was thrilled to hear about an all-inclusive holiday to Tenerife
0:30:04 > 0:30:06with Jet2holidays,
0:30:06 > 0:30:09which seemed, from the website, to tick all the boxes.
0:30:09 > 0:30:11When I went to see the agent,
0:30:11 > 0:30:16she told me that there was apartments in Los Cristianos that
0:30:16 > 0:30:21had an indoor play area, it had a swimming pool, it had a splash park,
0:30:21 > 0:30:25and that there was activities for Jaden all day,
0:30:25 > 0:30:27which sounded absolutely perfect.
0:30:29 > 0:30:32The only snag was that the picture of the splash park on the hotel's
0:30:32 > 0:30:36website was labelled as an artist's impression.
0:30:36 > 0:30:41I asked about the splash park and why it was artist impressions, and
0:30:41 > 0:30:46they said that they hadn't received the photographs yet of the new one.
0:30:47 > 0:30:50Lynn was told that the splash park was still being built,
0:30:50 > 0:30:53and while the notes on the agent's system stated it would be ready for
0:30:53 > 0:30:57summer 2017, there was a chance it might not be fully open.
0:30:57 > 0:31:00Even so, Lynn continued with the booking,
0:31:00 > 0:31:03happy that, with the soft play area and the children's entertainment,
0:31:03 > 0:31:07there'd still be plenty for Jaden to do.
0:31:07 > 0:31:11- What have you done? Fall?- But just four days before their trip,
0:31:11 > 0:31:14Lynn and Claire received an e-mail from Jet2holidays,
0:31:14 > 0:31:17telling them that the hotel's indoor soft play area,
0:31:17 > 0:31:21which Jaden had been especially looking forward to, was closed.
0:31:21 > 0:31:24I was absolutely gutted, but there was so much else in the package that
0:31:24 > 0:31:27would keep him entertained that we were still looking forward to going,
0:31:27 > 0:31:29and Jaden was still excited about going,
0:31:29 > 0:31:32even though he knew that he wouldn't be able to play indoors.
0:31:32 > 0:31:34So the family made the trip to Tenerife,
0:31:34 > 0:31:38confident that this child-friendly hotel would keep Jaden entertained.
0:31:38 > 0:31:40But, on arrival, Lynn, Claire,
0:31:40 > 0:31:45and Jaden couldn't find any sign of the much anticipated splash park.
0:31:45 > 0:31:47Far from being unfinished,
0:31:47 > 0:31:51it appeared to them that building work hadn't even started.
0:31:51 > 0:31:54We did have a look around the hotel. It was built up around the pool.
0:31:54 > 0:31:58There was the bar, there was the rooms, there was no splash park
0:31:58 > 0:32:02anywhere. We looked, for the life of us, we looked, we couldn't find it.
0:32:04 > 0:32:06And when they asked at reception,
0:32:06 > 0:32:08they were told the splash park was being built,
0:32:08 > 0:32:11but it was only in the very early stages.
0:32:12 > 0:32:15He was absolutely devastated.
0:32:15 > 0:32:18He has been to a splash park before, so he knows what one is,
0:32:18 > 0:32:21and to know that it's not there,
0:32:21 > 0:32:23he was absolutely gutted.
0:32:23 > 0:32:26The hotel did offer the family unlimited passes to another water
0:32:26 > 0:32:30park out of the resort, but that was a bus ride away,
0:32:30 > 0:32:34so it didn't make up for not having the expected splash park onsite.
0:32:34 > 0:32:38It all felt very different from the family-friendly hotel that Lynn had
0:32:38 > 0:32:40deliberately chosen.
0:32:40 > 0:32:43It wasn't catered for kids at all. There was no splash park,
0:32:43 > 0:32:45there was no entertainment for him.
0:32:46 > 0:32:50As far as Lynn's concerned, she didn't get the holiday she paid for.
0:32:50 > 0:32:54So when she arrived back in the UK, she complained to the travel agent,
0:32:54 > 0:32:58who referred her back to the package provider, Jet2holidays,
0:32:58 > 0:33:02but that company disagreed that the holiday had been ruined.
0:33:03 > 0:33:06As far as my complaint for the holiday,
0:33:06 > 0:33:10I just got the impression that, "You've had a holiday,"
0:33:10 > 0:33:13and that just nobody was taking me serious.
0:33:14 > 0:33:18The company also told Lynn that children's entertainment is subject
0:33:18 > 0:33:21to change, depending on season and occupancy level.
0:33:21 > 0:33:23But Lynn says this wasn't something she was told
0:33:23 > 0:33:25when she booked the trip.
0:33:25 > 0:33:28And in any case, it wasn't just one child-friendly element she felt was
0:33:28 > 0:33:31missing - it was all of them.
0:33:31 > 0:33:34And for her, that was a major change from what she'd booked.
0:33:34 > 0:33:38To some people, this might not be a big issue to them.
0:33:38 > 0:33:43If the splash park wasn't there, or the soft play area wasn't there.
0:33:43 > 0:33:48But to me, it was a one-off holiday that I paid for,
0:33:48 > 0:33:51for everything to be there for Jaden.
0:33:51 > 0:33:54Just for Jaden. And we didn't get that.
0:33:54 > 0:33:57And solicitor Gary Rycroft agrees.
0:33:57 > 0:33:59He can see why Lynn feels aggrieved,
0:33:59 > 0:34:02and he believes that she shouldn't give up on her complaint.
0:34:02 > 0:34:06You aren't going to be able to bring a claim if the weather isn't quite
0:34:06 > 0:34:08as nice as you were expecting,
0:34:08 > 0:34:11but you are going to be able to bring a claim if you think the value
0:34:11 > 0:34:14of your holiday wasn't what you paid for,
0:34:14 > 0:34:17because there weren't facilities that you were, in essence,
0:34:17 > 0:34:20paying for under the contract,
0:34:20 > 0:34:23or if there have been things that have happened which have
0:34:23 > 0:34:26significantly reduced your enjoyment, because the swimming pool
0:34:26 > 0:34:31wasn't open, because excursions that were promised couldn't take place,
0:34:31 > 0:34:34because the children's entertainer promised wasn't there.
0:34:35 > 0:34:39Gary thinks it's worth Lynn taking her case to the ABTA arbitration
0:34:39 > 0:34:43scheme, which was set up to try and resolve cases like this one.
0:34:43 > 0:34:48The application process costs £108, but Gary reckons it's worth it.
0:34:49 > 0:34:54It's often much more cost-effective and, indeed, less stressful,
0:34:54 > 0:34:59to go to arbitration than to go to court.
0:34:59 > 0:35:04So, although the ABTA arbitration scheme does cost, in my view,
0:35:04 > 0:35:07that is money very well spent indeed.
0:35:09 > 0:35:13We spoke to both the companies Lynn has been dealing with.
0:35:13 > 0:35:14The travel agent, Hays Travel,
0:35:14 > 0:35:18said it was sorry her holiday didn't live up to expectations,
0:35:18 > 0:35:22but that, as it was acting as agent on behalf of the tour operator,
0:35:22 > 0:35:26it could only relay the information available at the time of booking.
0:35:26 > 0:35:30Meanwhile, Jet2 told us that Lynn should have been told that the
0:35:30 > 0:35:32splash park was not yet open,
0:35:32 > 0:35:35and apologised for not letting her know that it was closed.
0:35:35 > 0:35:39But it believes that, as Lynn and her family had unlimited access and
0:35:39 > 0:35:42free travel to a nearby water park,
0:35:42 > 0:35:45the trip still constitutes a child-friendly holiday.
0:35:47 > 0:35:51So it's clear that, even if you think a change in your holiday was major
0:35:51 > 0:35:53enough to have a significant impact,
0:35:53 > 0:35:55the company you booked with won't always agree,
0:35:55 > 0:35:59and proving your case, particularly when it comes to standards of
0:35:59 > 0:36:01accommodation or facilities,
0:36:01 > 0:36:04isn't easy when, in most cases,
0:36:04 > 0:36:08there is no official definition of what makes a change major or minor.
0:36:08 > 0:36:11Things are a little clearer with flights,
0:36:11 > 0:36:14where what's considered a major change is spelled out more clearly.
0:36:14 > 0:36:17The industry says it's if you end up flying to a different
0:36:17 > 0:36:21destination, or your flight time is altered by more than 12 hours.
0:36:23 > 0:36:25But for Alison Miller,
0:36:25 > 0:36:29a change of far less time could still have major implications.
0:36:29 > 0:36:32Alison has type 1 diabetes,
0:36:32 > 0:36:35and managing her condition means any travel has to be meticulously
0:36:35 > 0:36:40- planned.- Being able to fly at a certain time,
0:36:40 > 0:36:43being able to have the time in the morning to prepare,
0:36:43 > 0:36:46to be able to get to a resort, to be able to have a meal,
0:36:46 > 0:36:50to be able to have access to food and drink is really important to me.
0:36:52 > 0:36:54So when she and her husband Alan
0:36:54 > 0:36:58booked a seven-day break to Greece in 2017 to celebrate a friend's 70th
0:36:58 > 0:37:01birthday, Alison organised it all especially carefully.
0:37:02 > 0:37:07So we chose to fly an afternoon flight, 2pm in the afternoon,
0:37:07 > 0:37:11because it gives us the added bonus of landing at a reasonable time in
0:37:11 > 0:37:16resort. We'd arranged to meet up with the rest of the party, to have
0:37:16 > 0:37:21a meal, and it's also better for me, due to my health condition.
0:37:22 > 0:37:26Alison booked flights with Thomas Cook through the agent On The Beach,
0:37:26 > 0:37:30but it was only when one of the party tried to book them all into
0:37:30 > 0:37:33the airport's VIP lounge as a special treat that they found out
0:37:33 > 0:37:38their flights had been shifted three-and-a-half hours later to 5:30pm.
0:37:38 > 0:37:41Obviously, we chose flight times
0:37:41 > 0:37:44that met our needs for specific reasons.
0:37:44 > 0:37:49I was told by the customer service person at On The Beach that,
0:37:49 > 0:37:51as it was a minor change,
0:37:51 > 0:37:55that there was nothing that we could do about it.
0:37:56 > 0:37:59The change in flight time, though significant to Alison,
0:37:59 > 0:38:02was classed as minor because it was under 12 hours.
0:38:02 > 0:38:04But that wasn't the end of it.
0:38:04 > 0:38:09Alison's return flight was also moved from 9pm at night to 12:45am.
0:38:09 > 0:38:12She'd only get back to the UK at 3:10am in the morning,
0:38:12 > 0:38:15meaning she'd be unlikely to be in a fit state for her job as a social
0:38:15 > 0:38:18worker, so she'd have to take an extra day off.
0:38:18 > 0:38:23I don't agree that travelling the early hours of the following day is
0:38:23 > 0:38:28a minor change. I don't agree that I have to take an extra day's holiday
0:38:28 > 0:38:31from work because of a minor change.
0:38:31 > 0:38:33I don't think that that's fair.
0:38:34 > 0:38:37And again, solicitor Gary Rycroft agrees.
0:38:37 > 0:38:40He'd argue that, in light of Alison's medical condition,
0:38:40 > 0:38:43and the fact that she was only going away for seven days,
0:38:43 > 0:38:46she would have grounds to claim the changed flight times were a
0:38:46 > 0:38:48significant alteration to her plans.
0:38:49 > 0:38:53It would be a major change to most people's holiday to have a
0:38:53 > 0:38:57significant change in the time of your flight.
0:38:57 > 0:38:58However, in Alison's case,
0:38:58 > 0:39:02it's even more compelling because she is diabetic,
0:39:02 > 0:39:04and so, for her particularly,
0:39:04 > 0:39:08this is a significant and major change to her holiday
0:39:08 > 0:39:10and, in my view,
0:39:10 > 0:39:14it is of the magnitude which entitles her to cancel her holiday
0:39:14 > 0:39:16and have a full refund.
0:39:17 > 0:39:21Alison and Alan stuck to their guns, and the airline Thomas Cook
0:39:21 > 0:39:24did finally agree to move their flights to more convenient times on
0:39:24 > 0:39:27the following day.
0:39:27 > 0:39:30But that still left Alison having to take an extra day's leave that
0:39:30 > 0:39:32she hadn't originally planned.
0:39:32 > 0:39:36Well, of course, we contacted the two companies involved.
0:39:37 > 0:39:41The booking agent, On The Beach, told us that it had advised Alison
0:39:41 > 0:39:44of the changes eight weeks ahead of her departure and, while it
0:39:44 > 0:39:46understands the frustration,
0:39:46 > 0:39:49airline changes are outside its control.
0:39:49 > 0:39:52It reiterated that, under the rules of the airline,
0:39:52 > 0:39:54this was classed as a minor change.
0:39:54 > 0:39:56As for Thomas Cook,
0:39:56 > 0:40:00it too said it understands how frustrating such changes can be,
0:40:00 > 0:40:03but it does try to keep any disruption to a minimum,
0:40:03 > 0:40:07and to give customers as much notice as possible about any changes.
0:40:07 > 0:40:11In this case, it says it told On The Beach of the revised times
0:40:11 > 0:40:13six months before departure.
0:40:14 > 0:40:18But both Alison and Lynn's cases show just how tricky it can be for
0:40:18 > 0:40:22customers to establish whether they have genuine grounds for complaint
0:40:22 > 0:40:24following a disappointing holiday.
0:40:24 > 0:40:28So Gary suggests one thing that can help is to put it all down in
0:40:28 > 0:40:30writing when you book the parts of the trip
0:40:30 > 0:40:32you'd consider most essential.
0:40:32 > 0:40:35If you're told about things that will happen at the hotel,
0:40:35 > 0:40:37or things that go on in the resort,
0:40:37 > 0:40:41if you're told that the resort is very quiet and it isn't when you get
0:40:41 > 0:40:44there, then it's really helpful for you to have written down those
0:40:44 > 0:40:48representations that were made to you by the holiday company at the
0:40:48 > 0:40:51time of your booking. Because although those representations
0:40:51 > 0:40:54aren't, strictly speaking, part of the contract,
0:40:54 > 0:40:57if they have induced you to sign the contract,
0:40:57 > 0:41:01then it's really important that there is a record of what was said
0:41:01 > 0:41:04to you at the time, because in that case
0:41:04 > 0:41:07they can be inferred as part of the contract.
0:41:08 > 0:41:12But since neither of the companies in her case have budged,
0:41:12 > 0:41:15Lynn remains bitterly disappointed by a holiday she's adamant wasn't
0:41:15 > 0:41:18the one she'd booked and paid for.
0:41:18 > 0:41:21I am absolutely devastated, the way I've been treated.
0:41:23 > 0:41:27More so for my grandson, who's not getting memories
0:41:27 > 0:41:30of what, of a holiday that I wanted him to have.
0:41:38 > 0:41:41Rip-Off Britain wouldn't be here without your stories,
0:41:41 > 0:41:44and we've got plenty of ways you can get in touch.
0:41:44 > 0:41:47Send us an e-mail to...
0:41:49 > 0:41:53Or write to us at...
0:41:58 > 0:42:01But please don't send original copies of any documents.
0:42:04 > 0:42:07And even if you haven't got a story you'd like us to investigate,
0:42:07 > 0:42:10you can join in the conversation on our Facebook page.
0:42:10 > 0:42:13Just search...
0:42:15 > 0:42:19Well, I'm afraid that's just about it from us for today, but, you know,
0:42:19 > 0:42:22I have to say I was absolutely shocked at just how some of
0:42:22 > 0:42:26those hotels really did not know the law when it came to giving access to
0:42:26 > 0:42:29guide dogs. I really do hope that, after being contacted by us,
0:42:29 > 0:42:32those who got it wrong will indeed change their policies,
0:42:32 > 0:42:34and get themselves up to speed with the law.
0:42:34 > 0:42:37Absolutely right. But, you know, it's the airlines overbooking
0:42:37 > 0:42:40seats on flights that really bothers me,
0:42:40 > 0:42:43and I totally felt for that poor mum who couldn't get on the plane with
0:42:43 > 0:42:46her family, even though they'd booked it months in advance.
0:42:46 > 0:42:48Altogether, so disappointing.
0:42:48 > 0:42:52But doing this programme, I often wonder, do big companies sometimes
0:42:52 > 0:42:56forget what it's like to be on the receiving end of their own policies?
0:42:56 > 0:42:58Good question. Well, to put it mildly,
0:42:58 > 0:43:00there seems to be an awful lot of confusion out there -
0:43:00 > 0:43:04not just among customers but, rather more worryingly, from some of the
0:43:04 > 0:43:07businesses responsible for taking care of your trip.
0:43:07 > 0:43:10So we really hope that today we've been able to clarify a few things,
0:43:10 > 0:43:14so that your next holiday is the enjoyable time it's supposed to be.
0:43:14 > 0:43:16We'll see you again very soon
0:43:16 > 0:43:19- but, for now, from all of us, goodbye.- Bye-bye.- Bye-bye.