0:00:02 > 0:00:04We asked you - who's left you feeling ripped off
0:00:04 > 0:00:05when it comes to your holidays?
0:00:05 > 0:00:08And you came back with a catalogue of travel disasters.
0:00:08 > 0:00:11Letting us come all this way
0:00:11 > 0:00:15to be told we're going home on the next day, just furious.
0:00:15 > 0:00:17It has tainted the whole experience
0:00:17 > 0:00:20of booking holidays and trusting companies.
0:00:20 > 0:00:23Whether it's a deliberate rip-off, a simple mistake,
0:00:23 > 0:00:25or a catch in the small print,
0:00:25 > 0:00:27we'll find out why you're out of pocket
0:00:27 > 0:00:29and what you can do about it.
0:00:30 > 0:00:35Your stories, your money, this is Rip-Off Britain.
0:00:36 > 0:00:39Hello and welcome to Rip-Off Britain, where, for this series,
0:00:39 > 0:00:42we're in Tenerife and the Canary Islands,
0:00:42 > 0:00:43so that as well as tips and advice
0:00:43 > 0:00:47on all your holiday and travel problems, we can bring a bit
0:00:47 > 0:00:49of much-needed sunshine into your homes.
0:00:49 > 0:00:52And today's show is all about those heart-stopping moments
0:00:52 > 0:00:56that I imagine most of us have experienced when going away.
0:00:56 > 0:00:58Will the taxi to the airport turn up on time?
0:00:58 > 0:01:00Have I got all the right documents?
0:01:00 > 0:01:01And, of course, that old chestnut -
0:01:01 > 0:01:03am I ever going to see my suitcase again?
0:01:03 > 0:01:06Oh, I've been through a few of those scenarios in my time.
0:01:06 > 0:01:09And although all the people whose stories we'll be hearing about
0:01:09 > 0:01:11wish that their experiences had never happened,
0:01:11 > 0:01:15at least they now know how to avoid the same situations again.
0:01:15 > 0:01:16And what's more - and this is really good -
0:01:16 > 0:01:20that's advice that they're willing to share with the rest of us as well.
0:01:21 > 0:01:22Coming up...
0:01:22 > 0:01:25How you could find yourself barred from boarding your flight
0:01:25 > 0:01:28thanks to something only the airline sees as a problem.
0:01:28 > 0:01:33I ended up in tears, just wanting to be with my family,
0:01:33 > 0:01:35especially after everything that we'd been through.
0:01:35 > 0:01:37And with this woman's bag,
0:01:37 > 0:01:40one of the millions that go missing each year...
0:01:40 > 0:01:43..and I panicked. I said, "Oh, God, my case, I haven't got my case."
0:01:43 > 0:01:48Is the problem of lost luggage about to be solved once and for all?
0:01:51 > 0:01:55I'm sure we all label all sorts of things as being holiday essentials,
0:01:55 > 0:01:58but the truth is that there are only a couple of things
0:01:58 > 0:02:00that you really cannot manage without on a trip abroad,
0:02:00 > 0:02:03and one of them is this, your passport.
0:02:03 > 0:02:06You really won't get very far without one.
0:02:06 > 0:02:08And, of course, you obviously DO need to make sure that it's kept
0:02:08 > 0:02:11up to date. But having the right documentation is not always
0:02:11 > 0:02:14quite as straightforward as you might assume.
0:02:14 > 0:02:16It certainly wasn't for the couple that we're about to meet.
0:02:16 > 0:02:18Now, they had no reason at all
0:02:18 > 0:02:21to believe that THEIR paperwork was not in order,
0:02:21 > 0:02:23but when they got to the airport,
0:02:23 > 0:02:26I'm afraid the airline staff saw things rather differently,
0:02:26 > 0:02:29and the implications of that were disastrous.
0:02:29 > 0:02:32So to ensure that you don't get caught up in a similar situation,
0:02:32 > 0:02:35we're going to be cutting through the confusion around this kind of thing,
0:02:35 > 0:02:38so that you, and indeed the airlines,
0:02:38 > 0:02:41know what IS valid and what ISN'T.
0:02:43 > 0:02:47Whether it's a mistake on the visa or an invalid passport,
0:02:47 > 0:02:49being told you've got the wrong paperwork
0:02:49 > 0:02:52can bring a swift end to your holiday plans.
0:02:52 > 0:02:55And as we've reported before, that can be devastating.
0:02:55 > 0:02:59I was like, "Dad has to go, like, he has to," and I was like,
0:02:59 > 0:03:02I just didn't believe that it was happening, and I just, like, started crying.
0:03:02 > 0:03:06And if it's only at the airport that the error comes to light,
0:03:06 > 0:03:09it's likely to be too late to do much about it.
0:03:09 > 0:03:12Arriving at the airport, all the stress at the airport,
0:03:12 > 0:03:14having to rebook flights.
0:03:14 > 0:03:16It had been incredibly stressful.
0:03:16 > 0:03:20I think we both aged about five years!
0:03:20 > 0:03:25Being turned away at check-in could mean you're waving goodbye to part,
0:03:25 > 0:03:27if not ALL of your holiday,
0:03:27 > 0:03:30which is especially upsetting if, according to the official advice,
0:03:30 > 0:03:33there's no reason why you shouldn't fly.
0:03:34 > 0:03:38As was the case for personal trainer Erica Cordock from Cheshire.
0:03:38 > 0:03:40In April 2017, she and her husband John
0:03:40 > 0:03:44were desperate for a holiday following a recent health scare
0:03:44 > 0:03:46that had shaken the whole family.
0:03:46 > 0:03:49Our son Ryan was admitted to hospital
0:03:49 > 0:03:51with a suspected brain tumour,
0:03:51 > 0:03:54or MS, we weren't sure what it was at the time.
0:03:54 > 0:03:56Quite a traumatising time,
0:03:56 > 0:04:00so he had to go through multiple painful tests as well.
0:04:02 > 0:04:05That was what led us to say we really needed a family break.
0:04:07 > 0:04:09Thankfully, Ryan's tests came back clear
0:04:09 > 0:04:11and he's now made a full recovery.
0:04:11 > 0:04:15But the stress of the previous few months meant that a break in the sun
0:04:15 > 0:04:16was long overdue.
0:04:16 > 0:04:19We wanted somewhere to be sunny, somewhere peaceful,
0:04:19 > 0:04:21and somewhere that we hadn't been before.
0:04:21 > 0:04:25We found some flights to Cape Verde, thought we'd give that a go,
0:04:25 > 0:04:30and my husband booked the flights online.
0:04:32 > 0:04:36Erica found a last-minute deal to the African island with Thomas Cook,
0:04:36 > 0:04:38leaving the following week.
0:04:39 > 0:04:42We went online to do our bookings, put the dates in,
0:04:42 > 0:04:45put our information in, names and everything that was required,
0:04:45 > 0:04:46your passport number,
0:04:46 > 0:04:50but it also asked for the expiry date on your passport.
0:04:50 > 0:04:53So we put the expiry dates in on all our passports
0:04:53 > 0:04:56and thought nothing of it, they were all in date.
0:04:56 > 0:05:00Mine still had almost five months on the passport.
0:05:01 > 0:05:06- Penalty!- No issue or problem came up when that information was entered
0:05:06 > 0:05:10online, but it was a different story when the family arrived at check-in.
0:05:10 > 0:05:14We arrived at the airport, all happy, smiling,
0:05:14 > 0:05:16all ready to go on a holiday, have our little break.
0:05:16 > 0:05:20We got to the desk, Thomas Cook desk, handed our passports in...
0:05:20 > 0:05:22Even the lady behind the desk,
0:05:22 > 0:05:26she was all smiley and happy too, as our bags were going on.
0:05:26 > 0:05:29And suddenly, her face changed,
0:05:29 > 0:05:32and we knew that there was something wrong then.
0:05:33 > 0:05:37Erica was told that while Ryan and his dad's passports were fine,
0:05:37 > 0:05:41because hers only had five months until it expired, rather than six,
0:05:41 > 0:05:43she wouldn't be able to fly.
0:05:43 > 0:05:45Why would I need six months on it?
0:05:45 > 0:05:48There was nearly five months on my passport,
0:05:48 > 0:05:50and I was only going for ten days.
0:05:51 > 0:05:54But they just replied to me that I couldn't get on
0:05:54 > 0:05:58without having the minimum of six months on the passport.
0:05:59 > 0:06:01Erica was flabbergasted,
0:06:01 > 0:06:05but Thomas Cook staff insisted that because she was flying to a country
0:06:05 > 0:06:08outside of the EU, the company required her
0:06:08 > 0:06:11to have AT LEAST six months left on her passport,
0:06:11 > 0:06:12or she simply couldn't board the plane.
0:06:14 > 0:06:17Her reply to us then was an apology, she said,
0:06:17 > 0:06:20"I'm sorry, but it is in our terms and conditions
0:06:20 > 0:06:22"that your documents must be valid."
0:06:22 > 0:06:25At this point, we thought our documents were valid.
0:06:25 > 0:06:29Cos if someone asks me to check my passport is in date,
0:06:29 > 0:06:33and it has nearly five months on it, that, for me, is a valid document.
0:06:35 > 0:06:39Desperate, Erica contacted the Cape Verde consulate and was told
0:06:39 > 0:06:42that her passport WAS entirely valid
0:06:42 > 0:06:44for entry into the country when she arrived.
0:06:44 > 0:06:47But Thomas Cook was having none of it
0:06:47 > 0:06:50and poor Erica had no choice but to admit defeat.
0:06:50 > 0:06:54Ryan was in tears, not knowing what was going on.
0:06:54 > 0:06:57I ended up in tears, um,
0:06:57 > 0:06:59just wanting to be with my family,
0:06:59 > 0:07:01especially after everything that we'd been through,
0:07:01 > 0:07:05it was horrible, it was absolutely horrible.
0:07:06 > 0:07:09It was decided that Ryan and his dad would go on ahead,
0:07:09 > 0:07:12whilst Erica stayed behind to sort out a replacement passport.
0:07:12 > 0:07:15But as it was the Saturday of a bank holiday,
0:07:15 > 0:07:17it wasn't until the following Tuesday that she was able
0:07:17 > 0:07:19to get one from the passport office.
0:07:19 > 0:07:24And by the time she'd bought another flight to Cape Verde later that day,
0:07:24 > 0:07:26she'd already missed three days of the trip.
0:07:26 > 0:07:30When I got there and saw my little boy running towards me,
0:07:30 > 0:07:33as exhausted as I was through the flight,
0:07:33 > 0:07:36it was just so nice to see his face
0:07:36 > 0:07:38and he finally got a smile on his face
0:07:38 > 0:07:40that his mum could join him on holiday.
0:07:42 > 0:07:45This was an experience Ryan will never forget.
0:07:45 > 0:07:49I was really sad about Mum having to stay at home
0:07:49 > 0:07:51and miss out all the fun.
0:07:51 > 0:07:54It was really upsetting.
0:07:55 > 0:07:59Since the holiday, Thomas Cook has refused Erica's request for a refund
0:07:59 > 0:08:03or compensation for the missed flights and lost days.
0:08:03 > 0:08:05In its terms and conditions, it says,
0:08:05 > 0:08:08"All passports should have more than six months left on them
0:08:08 > 0:08:10"if travelling outside the EU."
0:08:10 > 0:08:12But Erica can't understand why,
0:08:12 > 0:08:15if the airline considered her passport to be a problem,
0:08:15 > 0:08:18that hadn't been flagged when she'd entered the expiry date
0:08:18 > 0:08:19when she booked.
0:08:19 > 0:08:22And she's baffled as to how Thomas Cook can have a policy
0:08:22 > 0:08:25that contradicts the entry requirements for the country
0:08:25 > 0:08:26to which she was travelling.
0:08:26 > 0:08:31So, I'm just on the gov.uk website,
0:08:31 > 0:08:35looking specifically at the passport validity,
0:08:35 > 0:08:36and it clearly states here,
0:08:36 > 0:08:40"Your passport should be valid for the full duration of your stay
0:08:40 > 0:08:42"in Cape Verde."
0:08:42 > 0:08:46There's nowhere stating that it has to have six months on there.
0:08:46 > 0:08:49And while the website does also suggest checking
0:08:49 > 0:08:53if any travel company you are using has its own requirements,
0:08:53 > 0:08:57Simon Calder agrees that the information out there can be confusing.
0:08:57 > 0:08:59It's so tricky.
0:08:59 > 0:09:02I've heard of so many sad stories where people get to an airport,
0:09:02 > 0:09:05they've got maybe two hours before the flight goes, somebody says,
0:09:05 > 0:09:08"Oh, you're not getting on this plane with that paperwork,"
0:09:08 > 0:09:13and they've got a limited and diminishing amount of time
0:09:13 > 0:09:15to prove that they are entitled to get there.
0:09:15 > 0:09:18Well, when we contacted Thomas Cook,
0:09:18 > 0:09:21it told us that while sorry to hear of Erica's problems,
0:09:21 > 0:09:23like many other airlines,
0:09:23 > 0:09:25it takes its information from a website
0:09:25 > 0:09:29run by the International Air Transport Association, which is...
0:09:35 > 0:09:38The company accepts, however, that in the case of Cape Verde,
0:09:38 > 0:09:42there is some inconsistency between the website's information
0:09:42 > 0:09:44and the official government advice.
0:09:44 > 0:09:47It says it's raised this with the association to ensure that...
0:09:52 > 0:09:55The confusion that left Erica out of pocket is bad enough,
0:09:55 > 0:09:59but the situation Roland and Carol Lind from Worthing ended up in
0:09:59 > 0:10:02proved even more expensive. They wrote to us
0:10:02 > 0:10:05about a once-in-a-lifetime trip they'd planned to Japan.
0:10:05 > 0:10:09We were looking forward to see Tokyo,
0:10:09 > 0:10:13and the trip would be around the Japanese Alps,
0:10:13 > 0:10:17and Kyoto and Hiroshima.
0:10:17 > 0:10:21I was looking forward to seeing all the lovely cherry blossom
0:10:21 > 0:10:24and just seeing the whole culture, really.
0:10:24 > 0:10:26We were really looking forward to it.
0:10:26 > 0:10:28A once-in-a-lifetime trip.
0:10:29 > 0:10:33The couple paid out over £8,000 for the two-week holiday.
0:10:33 > 0:10:36Temples, shrines, museums, gardens...
0:10:36 > 0:10:38Yeah, I was looking forward to that.
0:10:38 > 0:10:40But before that trip,
0:10:40 > 0:10:43the couple had time to fit in another short break to Germany,
0:10:43 > 0:10:44where Roland is from.
0:10:44 > 0:10:48We decided to go to the Christmas market in Aachen, in Germany,
0:10:48 > 0:10:51having a lovely time, enjoying that,
0:10:51 > 0:10:54but unfortunately, we lost our passport,
0:10:54 > 0:10:58and that was a big problem because we had to drive from Aachen
0:10:58 > 0:11:01to Dusseldorf to get emergency passports.
0:11:03 > 0:11:04Once back in the UK,
0:11:04 > 0:11:08Carol had a replacement British passport within two weeks,
0:11:08 > 0:11:11but it wasn't so simple for Roland.
0:11:11 > 0:11:13As a German national,
0:11:13 > 0:11:17getting HIS new passport was likely to take over three months,
0:11:17 > 0:11:21too long for his planned trip to Japan.
0:11:21 > 0:11:24However, he still had the emergency German passport,
0:11:24 > 0:11:29which had a full eight months left until it expired.
0:11:29 > 0:11:32We phoned the Japanese embassy to actually ask
0:11:32 > 0:11:36whether the 12-month temporary German passport would be OK,
0:11:36 > 0:11:39and they said it would be absolutely fine,
0:11:39 > 0:11:40there'd be no problem at all.
0:11:42 > 0:11:45So, you can see why they headed off to the airport,
0:11:45 > 0:11:46confident that all would be fine.
0:11:46 > 0:11:50But once again, their airline - in this case, Etihad -
0:11:50 > 0:11:52had other ideas.
0:11:52 > 0:11:56When we arrived at the airport, we checked in our luggage.
0:11:56 > 0:11:59We then handed over our passports.
0:11:59 > 0:12:00Carol's was first.
0:12:00 > 0:12:02And when I handed over my green passport,
0:12:02 > 0:12:06I could see by the check-in guy's face
0:12:06 > 0:12:10that something was going to be wrong with my passport.
0:12:10 > 0:12:12Check-in staff informed Roland that
0:12:12 > 0:12:16it couldn't accept his emergency German passport
0:12:16 > 0:12:18because their Tokyo flight
0:12:18 > 0:12:20involved a change of planes en route.
0:12:20 > 0:12:24We were told by the supervisors in London airport that it was
0:12:24 > 0:12:27the Abu Dhabi stopover that was the problem,
0:12:27 > 0:12:33and we were a little bit shocked and a bit upset that that was the case.
0:12:34 > 0:12:36According to Etihad's checks,
0:12:36 > 0:12:40Abu Dhabi would not allow Roland entry without a full passport
0:12:40 > 0:12:42and it made no difference when Roland explained
0:12:42 > 0:12:45they weren't even leaving the airport in Abu Dhabi.
0:12:45 > 0:12:47They were just connecting to Tokyo.
0:12:47 > 0:12:52I had explained to the Etihad check-in staff
0:12:52 > 0:12:54that I've actually checked
0:12:54 > 0:12:57with the Japanese embassy, prior to leaving,
0:12:57 > 0:12:59that my passport, my green passport,
0:12:59 > 0:13:02is perfectly all right to travel to Japan.
0:13:03 > 0:13:07The couple's £8,000 trip was over before it had even begun.
0:13:07 > 0:13:11We just didn't know what to say or what to think.
0:13:11 > 0:13:15We were both really shocked and very, very upset,
0:13:15 > 0:13:18and on the way home from Heathrow to Worthing,
0:13:18 > 0:13:22we just looked out of the window and couldn't speak.
0:13:22 > 0:13:25- No.- We were so horrified and shocked.- And numb.
0:13:27 > 0:13:29What's more, Etihad was not prepared
0:13:29 > 0:13:31to offer any compensation to the couple,
0:13:31 > 0:13:33pointing out that the responsibility
0:13:33 > 0:13:35for ensuring they were carrying
0:13:35 > 0:13:38all the correct documentation was THEIRS,
0:13:38 > 0:13:41which is clearly listed in their terms and conditions.
0:13:41 > 0:13:45They said it was our responsibility to check our travel documents
0:13:45 > 0:13:49and everything else. We thought we had done everything right,
0:13:49 > 0:13:54checked all the documents, as much as you can do, as a normal punter,
0:13:54 > 0:13:59and we were really, really upset about it.
0:13:59 > 0:14:02And it's hard not to sympathise,
0:14:02 > 0:14:05especially as when we double-checked with the embassies in Japan
0:14:05 > 0:14:08and Abu Dhabi, both confirmed that Roland should have been allowed
0:14:08 > 0:14:11to board and travel, and that as far as they were concerned,
0:14:11 > 0:14:14his emergency German passport was valid.
0:14:14 > 0:14:18So, with Roland and Carol out of pocket to the tune of £8,000,
0:14:18 > 0:14:22and with their travel insurance not covering problems arising from visas
0:14:22 > 0:14:26and paperwork, we asked Etihad about their case.
0:14:26 > 0:14:28The airline said it's sorry
0:14:28 > 0:14:30that Roland and Carol's plans were disrupted,
0:14:30 > 0:14:35but that it is obliged by regulation to ensure that all passengers have
0:14:35 > 0:14:37the right documentation before they travel,
0:14:37 > 0:14:42and to do that it too relies on the passport and visa information
0:14:42 > 0:14:46provided by the International Air Transport Association system,
0:14:46 > 0:14:50which, in this case, indicated that Roland's temporary passport
0:14:50 > 0:14:54was not valid for Japan and that German nationals require a visa
0:14:54 > 0:14:56to enter the country. Well, when we contacted
0:14:56 > 0:14:59the International Air Transport Association to find out
0:14:59 > 0:15:03what had gone wrong, it said this incident is regrettable
0:15:03 > 0:15:05and it's sorry Roland and Carol
0:15:05 > 0:15:08weren't able to enjoy their trip to Japan.
0:15:08 > 0:15:11But it says while its systems are...
0:15:13 > 0:15:15..it can only be totally up to date
0:15:15 > 0:15:19if governments pass on any changes to visa regulations in advance,
0:15:19 > 0:15:21which, in this case, didn't happen.
0:15:24 > 0:15:26But none of this really washes with Simon Calder,
0:15:26 > 0:15:30who says regardless of whether they think they're using the right information,
0:15:30 > 0:15:33it shouldn't be airlines that have the final say
0:15:33 > 0:15:36on a country's entry requirements.
0:15:36 > 0:15:39The only thing that counts is -
0:15:39 > 0:15:42what is the rule of the country you are going to
0:15:42 > 0:15:45about the documentation that you need?
0:15:45 > 0:15:51And the airline should be, first of all, aware of that and, secondly,
0:15:51 > 0:15:53it shouldn't impose anything different.
0:15:53 > 0:15:55And back home in Worthing,
0:15:55 > 0:15:58Roland and Carol remain frustrated that despite
0:15:58 > 0:16:03doing all the right checks to ensure that their documents WERE correct,
0:16:03 > 0:16:05their dream holiday was ruined.
0:16:05 > 0:16:08We'd lost an awful lot of money and...
0:16:08 > 0:16:13hugely disappointed because it was a once-in-a-lifetime holiday
0:16:13 > 0:16:16to Japan, which we were really looking forward to.
0:16:21 > 0:16:25Now, anyone who's ever checked their bag in on a flight
0:16:25 > 0:16:27will be very familiar with that feeling of utter relief
0:16:27 > 0:16:31when you see it appear on the baggage carousel at the other end,
0:16:31 > 0:16:33because it still is very much the case
0:16:33 > 0:16:36that bags do go missing, and if it's yours that can't be found,
0:16:36 > 0:16:40the inconvenience and hassle of trying to sort everything out,
0:16:40 > 0:16:43not to mention suddenly having to shop for all those essentials
0:16:43 > 0:16:47that you packed, really can put a dampener on the entire holiday.
0:16:47 > 0:16:49But I'm very glad to bring you the good news.
0:16:49 > 0:16:51It seems a solution is in sight
0:16:51 > 0:16:53and it could even be that lost baggage
0:16:53 > 0:16:57is on its way to becoming a thing of the past.
0:16:58 > 0:17:02May bank holiday 2017, and as much of the UK
0:17:02 > 0:17:05was enjoying one of the hottest days of the year...
0:17:05 > 0:17:08Hello there, it's another scorcher across the country today.
0:17:08 > 0:17:09Lots of sunshine.
0:17:09 > 0:17:12..thousands of holiday-makers found temperatures rising
0:17:12 > 0:17:14for an entirely different reason.
0:17:16 > 0:17:21At Heathrow and Gatwick airports, 75,000 passengers were stranded
0:17:21 > 0:17:24after British Airways' computer systems failed
0:17:24 > 0:17:26and hundreds of flights were cancelled.
0:17:26 > 0:17:31Now, British Airways says that it hopes to restore some normality to its services today
0:17:31 > 0:17:33after yesterday's catastrophic computer failure
0:17:33 > 0:17:36left thousands of passengers around the world stranded.
0:17:37 > 0:17:41Booking systems, check-in desks and baggage handling systems all crashed
0:17:41 > 0:17:43and thousands of pieces of luggage
0:17:43 > 0:17:47that had already been checked onto planes were now stuck in the system.
0:17:47 > 0:17:50One of the passengers caught up in the chaos was 19-year-old
0:17:50 > 0:17:54football fanatic John Pritchard, from Bangor in Northern Ireland.
0:17:54 > 0:17:58The best way for me to describe Heathrow on the 27th of May
0:17:58 > 0:17:59was just like a concert.
0:17:59 > 0:18:02Literally, like, people wall to wall.
0:18:02 > 0:18:05John was passing through Heathrow on his way to spend the summer
0:18:05 > 0:18:09teaching football at a soccer school in the States.
0:18:09 > 0:18:12I travelled to America to coach football in the Midwest.
0:18:12 > 0:18:16Yeah, I went out there for ten weeks coaching summer camps.
0:18:16 > 0:18:20But with all British Airways flights from Heathrow cancelled,
0:18:20 > 0:18:22John was going nowhere.
0:18:22 > 0:18:25He headed to London to find a hotel for the night without, of course,
0:18:25 > 0:18:27the luggage he'd checked in at Belfast,
0:18:27 > 0:18:30which was somewhere in the BA systems.
0:18:30 > 0:18:34So, without spare clothes, or indeed enough money to pay for the hotel,
0:18:34 > 0:18:37he called his mum Paula, back in Northern Ireland, for some help.
0:18:37 > 0:18:39He phoned me and he said,
0:18:39 > 0:18:42"I've found a hotel, but I don't know how I'm going to pay for it."
0:18:42 > 0:18:47I told him not to worry, that we would pay for the hotel.
0:18:47 > 0:18:51British Airways didn't try to help at all.
0:18:51 > 0:18:53I mean, even whenever we were watching it on the TV,
0:18:53 > 0:18:57there was hundreds and hundreds of people sleeping in the airport.
0:18:57 > 0:18:59John was actually one of the lucky ones to get a room.
0:18:59 > 0:19:03The next day, another flight was organised for John,
0:19:03 > 0:19:04this time via Atlanta,
0:19:04 > 0:19:07where BA staff assured him that his luggage would be waiting.
0:19:07 > 0:19:11But when he arrived at the airport ten hours later,
0:19:11 > 0:19:13the case was nowhere to be seen.
0:19:13 > 0:19:16At that point in time I was just looking at all the other bags,
0:19:16 > 0:19:19and every bag was getting taken off and we were just sitting there.
0:19:19 > 0:19:21Couldn't believe it. Yeah, I was very, very nervous
0:19:21 > 0:19:24whenever I got there and realised I had no clothes.
0:19:24 > 0:19:27So, with no clue as to where his suitcase was,
0:19:27 > 0:19:30it was a very bad start to John's stay in America.
0:19:30 > 0:19:33But back home, his mum Paula was none too impressed either.
0:19:33 > 0:19:36I felt very let down by British Airways.
0:19:36 > 0:19:37Very angry.
0:19:37 > 0:19:40All he had was the clothes he was standing up in
0:19:40 > 0:19:44and his football boots in his backpack.
0:19:44 > 0:19:46That was all he had with him.
0:19:46 > 0:19:48Everything else was in his bag.
0:19:48 > 0:19:51I was furious, absolutely furious.
0:19:51 > 0:19:55And despite Paula's efforts to track down the missing case,
0:19:55 > 0:19:58eight months on, it's still missing.
0:19:58 > 0:19:59And to make matters worse,
0:19:59 > 0:20:02Paula says she's run up a huge phone bill
0:20:02 > 0:20:04trying to find out where it's gone to.
0:20:04 > 0:20:07She'd like the airline to compensate her for that
0:20:07 > 0:20:09and for the missing items.
0:20:09 > 0:20:14£220 I've spent on phone bills
0:20:14 > 0:20:17trying to get through to British Airways.
0:20:17 > 0:20:20I'm not asking them for anything other than
0:20:20 > 0:20:22what we are owed cost-wise
0:20:22 > 0:20:25and for John's lost bag.
0:20:25 > 0:20:30Ideally, I would like the bag back, but that seems to be long gone.
0:20:32 > 0:20:36Well, since filming, there's been some good news for Paula and John.
0:20:36 > 0:20:40British Airways has agreed to refund the cost of John's hotel stay
0:20:40 > 0:20:45and his transport costs, as well as paying Paula all of her phone bills.
0:20:45 > 0:20:49It also told us that after finally being able to pin down with John
0:20:49 > 0:20:51the details of his bag and contents,
0:20:51 > 0:20:54it's been able to refund the cost of those as well,
0:20:54 > 0:20:58and it's also paid him £539 that was owed to him
0:20:58 > 0:21:01under EU regulations following the cancelled flight.
0:21:03 > 0:21:07But John's missing case is just one of the 21 million
0:21:07 > 0:21:09that across all the airlines disappear,
0:21:09 > 0:21:13and whilst the majority of them are returned within 48 hours,
0:21:13 > 0:21:15some just vanish without a trace.
0:21:15 > 0:21:16And while that sounds a lot,
0:21:16 > 0:21:20it's in fact only around 3% of the total number of cases
0:21:20 > 0:21:22they collectively shuffle around the globe every year.
0:21:22 > 0:21:24Although, let's be honest,
0:21:24 > 0:21:28those figures are no consolation if it's YOUR bag that's disappeared,
0:21:28 > 0:21:30as indeed happened to Karen Hines from Warrington
0:21:30 > 0:21:33when she was flying back from a holiday in Turkey with Jet2.
0:21:33 > 0:21:37In my case was obviously all my clothes...
0:21:37 > 0:21:42and me ironing board and me iron, cos I do take everything.
0:21:42 > 0:21:44I seem to take the kitchen sink when I go on holiday,
0:21:44 > 0:21:47but I do like to have everything there.
0:21:47 > 0:21:49Unfortunately, none of it was there
0:21:49 > 0:21:53when Karen was waiting for her case to appear on the baggage carousel.
0:21:53 > 0:21:56So, we waited and waited and everybody seemed to be going,
0:21:56 > 0:21:58and I was getting a little bit worried.
0:21:58 > 0:22:01And then all of a sudden the carousel stopped.
0:22:01 > 0:22:04And I panicked. I said, "Oh, God, my case, I haven't got my case."
0:22:05 > 0:22:08Karen reported it missing to Jet2 staff.
0:22:08 > 0:22:11They just asked for a description of my case.
0:22:11 > 0:22:13I gave them a good description.
0:22:13 > 0:22:15They asked me items that was in the case,
0:22:15 > 0:22:18and obviously the things that stood out.
0:22:18 > 0:22:21I thought, "They'll know it's mine, there's an ironing board in there."
0:22:21 > 0:22:22So, they said, "Leave it with us."
0:22:22 > 0:22:26Well, after four weeks and no sign of her case or her ironing board,
0:22:26 > 0:22:30Karen asked Jet2 for some compensation for her lost belongings.
0:22:30 > 0:22:33But despite claiming for around £2,000 worth of clothes
0:22:33 > 0:22:38and other items, the company offered only £175.
0:22:38 > 0:22:42Because I didn't have a receipt for every item that was in my case,
0:22:42 > 0:22:46they went through the list of the clothing that I'd actually sent to them
0:22:46 > 0:22:52and some clothing, if it was 100, I get £10, and if it was £10,
0:22:52 > 0:22:55I get £1, and that is how they've worked it out.
0:22:57 > 0:23:00Now, although Karen WAS able to claim the value of
0:23:00 > 0:23:02the rest of the lost items on her travel insurance,
0:23:02 > 0:23:06she still feels that she was short-changed by Jet2.
0:23:06 > 0:23:07But under the Montreal Convention,
0:23:07 > 0:23:10which regulates international airlines,
0:23:10 > 0:23:12companies are well within their rights
0:23:12 > 0:23:17to offer just 10% of the estimated value of goods in a loss case
0:23:17 > 0:23:20if you don't have the original receipts for those items,
0:23:20 > 0:23:23which means that passengers like Karen
0:23:23 > 0:23:26could end up hundreds of pounds out of pocket.
0:23:26 > 0:23:28When we spoke to Jet2 about what had happened,
0:23:28 > 0:23:30the airline apologised to Karen
0:23:30 > 0:23:32for what it described as an isolated incident.
0:23:32 > 0:23:36Jet2 went on to say that as Karen has accepted an offer from her
0:23:36 > 0:23:41insurance company, it's unable to process this claim any further.
0:23:41 > 0:23:45But Karen, like dozens of you who got in touch with us about bags that
0:23:45 > 0:23:46have been lost on your travels,
0:23:46 > 0:23:49has been left wondering whether she can be confident
0:23:49 > 0:23:53that her luggage will arrive safely the next time she flies.
0:23:53 > 0:23:57So, it's changed everything about the way I feel of holidays,
0:23:57 > 0:24:00the excitement of getting your things packed and...
0:24:00 > 0:24:02It's changed everything.
0:24:02 > 0:24:04I will be sat in that airport, thinking,
0:24:04 > 0:24:08"Am I going to get my case at the other end?"
0:24:08 > 0:24:10Well, now, that's been a concern
0:24:10 > 0:24:13for the International Air Transport Association, or Iata,
0:24:13 > 0:24:15for quite a few years,
0:24:15 > 0:24:17and now it seems that they've come up with a solution.
0:24:17 > 0:24:22By June this year, the organisation wants all airlines and airports
0:24:22 > 0:24:26to have signed up to a new baggage tracking system,
0:24:26 > 0:24:30one that should mean that lost luggage is a thing of the past.
0:24:30 > 0:24:33David Steer runs a company which specialises in tracking bags
0:24:33 > 0:24:35and preventing them from going missing.
0:24:35 > 0:24:38There are a number of reasons why bags go missing in the system.
0:24:38 > 0:24:42They can be mishandled, simply inadvertently put onto the wrong trolley in an airport,
0:24:42 > 0:24:45or onto the wrong conveyor belt, that can happen.
0:24:45 > 0:24:48There can be situations where the bag has no identification
0:24:48 > 0:24:50because the tag has torn,
0:24:50 > 0:24:52the tag has become caught on something accidentally
0:24:52 > 0:24:55and has pulled off. These are all, you know,
0:24:55 > 0:24:57accidents that happen, much like anything else.
0:24:57 > 0:24:59Where there's human intervention
0:24:59 > 0:25:01or mechanics involved, things can go wrong.
0:25:01 > 0:25:05In fact, there are so many stages involved in tracking luggage -
0:25:05 > 0:25:07seven, by the way, in total -
0:25:07 > 0:25:10that David isn't surprised that somewhere along the line
0:25:10 > 0:25:12some slip through the gaps and go missing.
0:25:12 > 0:25:15But the new system, which has already been rolled out
0:25:15 > 0:25:18in some UK airports, should put an end to all of that.
0:25:18 > 0:25:23The industry's doing an enormous amount of work over the last few years,
0:25:23 > 0:25:27and they've just introduced a lot of changes designed to address a new
0:25:27 > 0:25:31programme being introduced next year, called Resolution 753,
0:25:31 > 0:25:35which is designed to track bags all the way through the process at each
0:25:35 > 0:25:39airline and at each airport to make sure that baggage loss is minimised.
0:25:39 > 0:25:42They hope to halve, or even reduce by three-quarters,
0:25:42 > 0:25:44the amount of mislaid bags.
0:25:44 > 0:25:46Now, essentially, the new system -
0:25:46 > 0:25:49which has already been successfully trialled here at Gatwick -
0:25:49 > 0:25:51will eventually mean that every case
0:25:51 > 0:25:53will be tagged with either a barcode,
0:25:53 > 0:25:55or at some airports, a microchip.
0:25:55 > 0:26:00Scanners put in place along its journey will then track its progress when loaded onto the plane
0:26:00 > 0:26:02and then again if it's transferred,
0:26:02 > 0:26:04and finally when it arrives at your destination.
0:26:04 > 0:26:08That means at all of these stages, unlike at present,
0:26:08 > 0:26:12the airline should be able to tell exactly where your case is,
0:26:12 > 0:26:15and a mobile phone app can help passengers stay updated as well.
0:26:15 > 0:26:17It's expected that the system,
0:26:17 > 0:26:19which will be rolled out extensively in the summer,
0:26:19 > 0:26:23will dramatically lessen the risk of bags going missing.
0:26:23 > 0:26:26By having increased traceability, it means that the chances
0:26:26 > 0:26:29of a bag disappearing during the process are reduced,
0:26:29 > 0:26:30and that will obviously bring down
0:26:30 > 0:26:32the number of bags that get misplaced.
0:26:32 > 0:26:36And if the worst happens and a bag does still go astray,
0:26:36 > 0:26:39the system will hold details of the passenger it belongs to
0:26:39 > 0:26:41and allow it to be traced using GPS,
0:26:41 > 0:26:46which should mean it can be found more or less anywhere in the world.
0:26:46 > 0:26:47Now, for John and Karen,
0:26:47 > 0:26:51these changes are long overdue and they've had to get used to the fact
0:26:51 > 0:26:54that their missing bags are probably now lost for good.
0:26:54 > 0:26:56I don't believe I'll see my bag ever again.
0:26:56 > 0:26:59If I was going to ever get it, I would have had it by now.
0:26:59 > 0:27:01Unless it's flying around the world and then it comes back to me.
0:27:01 > 0:27:04I mean, don't get me wrong, I'd be made up if I get my case back,
0:27:04 > 0:27:08but deep down, I don't think I'm ever going to see that case again.
0:27:14 > 0:27:16Still to come on Rip-Off Britain...
0:27:16 > 0:27:18The airport transfer business
0:27:18 > 0:27:21that promises reliable, stress-free trips.
0:27:21 > 0:27:24So, why were these passengers left waiting for cars that never arrived?
0:27:25 > 0:27:27We were all really anxious.
0:27:27 > 0:27:29We didn't know when they were going to come and get us.
0:27:29 > 0:27:33We were stood outside in 35 degrees heat with four children.
0:27:36 > 0:27:38Our travel expert Simon Calder
0:27:38 > 0:27:41is full of the secrets of saving money on your travels.
0:27:41 > 0:27:45He's full of tips on everything from how to avoid the crowds,
0:27:45 > 0:27:48to the best way to steer clear of those tourist traps.
0:27:48 > 0:27:52This time, increasingly affordable Shanghai.
0:27:53 > 0:27:55It's a gateway to the People's Republic
0:27:55 > 0:27:59and a great introduction to the world's most populated country.
0:27:59 > 0:28:02What's more, with return flights from the UK to the city
0:28:02 > 0:28:04from just over £300,
0:28:04 > 0:28:06Shanghai is a city not to be missed -
0:28:06 > 0:28:09that is, once you've navigated the complicated visa system.
0:28:09 > 0:28:12This is a Chinese visa
0:28:12 > 0:28:16and it's annoyingly difficult and expensive to obtain.
0:28:16 > 0:28:18But the chances are
0:28:18 > 0:28:22if you're going to Shanghai for less than a week, you may not need one.
0:28:23 > 0:28:26Instead, you can apply for a transit permit,
0:28:26 > 0:28:29as long as you're staying for a maximum of six days.
0:28:29 > 0:28:33It's much easier to get hold of and will save you the price
0:28:33 > 0:28:37of a full entry visa, which can set you back £180.
0:28:37 > 0:28:42Sounds complicated? Yeah, it is a bit, but it's still a heck of a lot easier than getting one of these.
0:28:43 > 0:28:48From the UK, it's likely you'll fly into Shanghai's Pudong Airport,
0:28:48 > 0:28:51home to one of the world's fastest shuttle trains.
0:28:51 > 0:28:53The magnetic levitation railway,
0:28:53 > 0:28:58which runs from Shanghai's Pudong Airport into the city.
0:28:58 > 0:29:02It travels at an astonishing 267mph -
0:29:02 > 0:29:04that's half the speed of a jumbo jet!
0:29:04 > 0:29:08But there are only eight trains each way in the morning
0:29:08 > 0:29:12that travel at that speed and another eight in the afternoon.
0:29:12 > 0:29:17The rest of the time it only reaches a pathetic 186mph.
0:29:17 > 0:29:19That's barely three miles a minute.
0:29:22 > 0:29:26The normal fare is 50 yuan - about £6 -
0:29:26 > 0:29:28but you save one-fifth if you can show you're arriving
0:29:28 > 0:29:31or departing on a flight, which you probably will be.
0:29:33 > 0:29:37As for somewhere to rest your head, Shanghai, like most cities,
0:29:37 > 0:29:41has everything from cheap and cheerful to five-star accommodation.
0:29:41 > 0:29:43But for a place resonating with character,
0:29:43 > 0:29:47Simon suggests booking into the iconic Peace Hotel
0:29:47 > 0:29:50with its very own museum on the first floor.
0:29:50 > 0:29:52But I'm afraid you'll have to go much higher
0:29:52 > 0:29:55if you want to get a bird's-eye view of this spectacular city -
0:29:55 > 0:29:58to the top floor of the Hyatt hotel.
0:29:59 > 0:30:04Now, admission will cost you around £11 or £12, but that does include
0:30:04 > 0:30:08a standard drink and, of course, magnificent scenes like this.
0:30:11 > 0:30:14It's a good job that, in most cases,
0:30:14 > 0:30:16going on holiday is worth it when you arrive,
0:30:16 > 0:30:20cos all the last-minute preparations and the rush to get away
0:30:20 > 0:30:22can sometimes be so stressful
0:30:22 > 0:30:24that we swear we'll never go anywhere again.
0:30:24 > 0:30:27For some people, and I know the feeling,
0:30:27 > 0:30:30it's only the moment when you're in the car on the way to the airport
0:30:30 > 0:30:33that you can start to relax, provided, that is,
0:30:33 > 0:30:35that you're going to make it on time.
0:30:35 > 0:30:38Well, for dozens of people who booked an airport transfer
0:30:38 > 0:30:41with one particular company, that was the whole problem.
0:30:41 > 0:30:44It seemed to offer bargain fares,
0:30:44 > 0:30:46but the money saved paled into insignificance
0:30:46 > 0:30:50when the drivers they were relying on to get them to their flights
0:30:50 > 0:30:53were either delayed or simply didn't turn up at all.
0:30:56 > 0:30:59Part of the appeal of a package holiday is that everything,
0:30:59 > 0:31:02including the transfers to and from your accommodation,
0:31:02 > 0:31:04is sorted out for you.
0:31:04 > 0:31:08But booking each part of your trip separately can work out cheaper,
0:31:08 > 0:31:10which is why there's been a 19% increase
0:31:10 > 0:31:14in holiday-makers doing it this way over the last three years.
0:31:15 > 0:31:18That's led to a surge in the number of companies
0:31:18 > 0:31:22offering to organise each individual bit of your holiday,
0:31:22 > 0:31:24including those transfers.
0:31:26 > 0:31:29So, when Lindsey Burton booked a private villa in Tenerife
0:31:29 > 0:31:32for no less than eight members of her family and friends,
0:31:32 > 0:31:35making sure they all got there hassle-free
0:31:35 > 0:31:37felt especially important.
0:31:37 > 0:31:39It's a lot of money that you spend on a holiday,
0:31:39 > 0:31:42you want it to run smoothly, so, yeah,
0:31:42 > 0:31:44the idea of booking a transfer company
0:31:44 > 0:31:46was to make sure that we got from A to B
0:31:46 > 0:31:48in a country that we didn't know.
0:31:50 > 0:31:53Lindsey was confident that she'd found the perfect company -
0:31:53 > 0:31:55hoppa - which, through its website,
0:31:55 > 0:31:59organises airport transfers in countries right across the world.
0:32:00 > 0:32:03She paid £41.78 for the return journey
0:32:03 > 0:32:07between the accommodation and Tenerife's South Airport,
0:32:07 > 0:32:10and just as promised, when they landed in Tenerife,
0:32:10 > 0:32:14a driver from the company was waiting for them at the agreed spot,
0:32:14 > 0:32:16ready to whisk them off to their villa.
0:32:16 > 0:32:20We'd saw the road that we needed to go up to get to our villa
0:32:20 > 0:32:21and we all just started to relax then
0:32:21 > 0:32:24and just looked forward to the rest of the week there.
0:32:25 > 0:32:28Seven days later at the end of their trip,
0:32:28 > 0:32:30Lindsey and her family once again
0:32:30 > 0:32:33waited at the agreed meeting time and place
0:32:33 > 0:32:36for the driver, booked via hoppa, to arrive.
0:32:36 > 0:32:39But this time, things didn't run as smoothly.
0:32:39 > 0:32:41We waited until four o'clock,
0:32:41 > 0:32:44which was the time we were told that the bus would come and get us,
0:32:44 > 0:32:46and it didn't arrive.
0:32:46 > 0:32:48So, we gave it ten minutes
0:32:48 > 0:32:51and we phoned the number that we'd got on the e-mail, um,
0:32:51 > 0:32:54for them to tell us that the driver would be coming for us
0:32:54 > 0:32:56and we should just give him a few minutes.
0:32:57 > 0:33:01After a further 30 minutes, with now just two and a half hours
0:33:01 > 0:33:03before they needed to be at the airport,
0:33:03 > 0:33:05Lindsey rang the company again
0:33:05 > 0:33:08and the advice she was now given was very different
0:33:08 > 0:33:11and not at all what you'd expect.
0:33:11 > 0:33:13They told me that we would have to
0:33:13 > 0:33:15make our own way to the airport using taxis.
0:33:15 > 0:33:17We were all really anxious.
0:33:17 > 0:33:19We didn't know when they were going to come and get us.
0:33:19 > 0:33:23We were stood outside in 35 degrees heat with four children,
0:33:23 > 0:33:26not knowing that we would get to the airport on time.
0:33:27 > 0:33:30In desperation, Lindsey rang hoppa's UK office
0:33:30 > 0:33:32to see if it could sort things out.
0:33:32 > 0:33:35We explained the situation, that there was eight of us -
0:33:35 > 0:33:39four children, four adults - nobody was helping us,
0:33:39 > 0:33:42and again, they just told us to make our own way,
0:33:42 > 0:33:44finding our own taxis for eight people.
0:33:44 > 0:33:47I did get angry with him on the phone, because, obviously,
0:33:47 > 0:33:50we were all quite stressed out, we were all very anxious
0:33:50 > 0:33:55and he just gave us the same answer of make your own way to the airport.
0:33:56 > 0:34:00Outraged at the way hoppa was leaving them to fend for themselves,
0:34:00 > 0:34:03Lindsey finally found someone local willing to help.
0:34:03 > 0:34:05The manager, or the receptionist,
0:34:05 > 0:34:08in the hotel where we were being picked up from,
0:34:08 > 0:34:11he offered to help us and he got on the phone
0:34:11 > 0:34:14to a local taxi company which they use.
0:34:14 > 0:34:17Within ten minutes there was two taxis that had arrived to
0:34:17 > 0:34:19pick us up and take us to the airport,
0:34:19 > 0:34:22and they tried their hardest to get us there.
0:34:22 > 0:34:24We finally pulled up at the airport
0:34:24 > 0:34:27with ten minutes to go before the gate closed.
0:34:28 > 0:34:31Well, once back in the UK, Lindsey phoned hoppa
0:34:31 > 0:34:33and was told she WOULD get a refund
0:34:33 > 0:34:35for the transfer that didn't show up,
0:34:35 > 0:34:37provided she had the taxi receipts.
0:34:37 > 0:34:39But in the rush to make their flights,
0:34:39 > 0:34:43Lindsey had only managed to get a receipt from one of the two taxis.
0:34:43 > 0:34:44So without the other,
0:34:44 > 0:34:48hoppa said it would only be able to refund part of the costs.
0:34:48 > 0:34:52I can't believe that they would leave
0:34:52 > 0:34:55a family of eight people, with four children,
0:34:55 > 0:34:57and not want to compensate or apologise.
0:34:57 > 0:34:59We didn't once have an apology from them
0:34:59 > 0:35:01throughout all of the phone calls.
0:35:01 > 0:35:05It was just, "We can't do anything, you've got to sort yourselves out."
0:35:06 > 0:35:09And that's what Lindsey is annoyed about the most,
0:35:09 > 0:35:12because despite promises on the company's website
0:35:12 > 0:35:17to be there 24/7, 365 days a year to help,
0:35:17 > 0:35:21she certainly didn't get the stress-free journey she'd paid for.
0:35:21 > 0:35:24We'd paid a lot of money for the transfers
0:35:24 > 0:35:27to give us that security of getting home.
0:35:28 > 0:35:31Now, no company gets things right all the time,
0:35:31 > 0:35:35even one that calls itself the world's number one specialist
0:35:35 > 0:35:37in smooth, reliable transfers.
0:35:37 > 0:35:40But we've heard from plenty of other people who say they had problems
0:35:40 > 0:35:42after booking with hoppa,
0:35:42 > 0:35:45or one of the several similar businesses it operates.
0:35:47 > 0:35:50Among them are John Amey from Essex and his wife Elizabeth.
0:35:51 > 0:35:56He got in touch after his holiday to Slovenia in July 2016.
0:35:56 > 0:35:58He'd arranged a car to take his family
0:35:58 > 0:36:01between Ljubljana Airport and his hotel
0:36:01 > 0:36:03booked through A2B Transfers,
0:36:03 > 0:36:06which is part of the same company as hoppa.
0:36:06 > 0:36:11So, we needed the assurance that there was a vehicle guaranteed to be
0:36:11 > 0:36:14there to take us that was big enough for us and our luggage.
0:36:15 > 0:36:18John paid the £120 fee online
0:36:18 > 0:36:20and was happy that the transfer was sorted.
0:36:21 > 0:36:24But on the day they flew, a technical problem with the plane
0:36:24 > 0:36:27meant that they were delayed by six hours.
0:36:27 > 0:36:29So instead of arriving just after 6pm,
0:36:29 > 0:36:33it was midnight when they finally picked up their luggage
0:36:33 > 0:36:36and were ready to meet their taxi to go to their hotel.
0:36:36 > 0:36:39The airport was pretty much closing, so we were looking around
0:36:39 > 0:36:42for someone that might be holding up a family name,
0:36:42 > 0:36:45or have a company name so we knew that, "Oh, yeah,
0:36:45 > 0:36:48"that's who we should speak to about getting a transfer."
0:36:48 > 0:36:53But there was no taxi waiting for them and no-one around to ask.
0:36:53 > 0:36:56So, John called A2B Transfers's 24-hour hotline
0:36:56 > 0:37:00and was told that the driver who was supposed to be collecting him
0:37:00 > 0:37:02had arrived but had given up waiting
0:37:02 > 0:37:05and it was now too late for them to come back.
0:37:05 > 0:37:06Because it had gone midnight,
0:37:06 > 0:37:09the taxi company weren't going to come and collect us
0:37:09 > 0:37:12to take us to our hotel.
0:37:12 > 0:37:13I was very surprised by this.
0:37:13 > 0:37:15They are a transfer company.
0:37:15 > 0:37:19Airports normally run early to late nights.
0:37:19 > 0:37:24It seemed strange for a taxi company not to be available to take us
0:37:24 > 0:37:27on a pre-booked contract.
0:37:27 > 0:37:31Now, John understands that hoppa's terms and conditions make clear that
0:37:31 > 0:37:35customers must try and inform them of any delays where possible,
0:37:35 > 0:37:36but you might have assumed
0:37:36 > 0:37:39the taxi firm would be monitoring the flight arrival times.
0:37:39 > 0:37:42As far as John's concerned, there's very little point
0:37:42 > 0:37:44in having a 24-hour helpline
0:37:44 > 0:37:48if on calling it you can't get a 24-hour service.
0:37:48 > 0:37:50Eventually, John managed to find
0:37:50 > 0:37:53another taxi to make the 90-minute journey to their hotel,
0:37:53 > 0:37:56but at a cost of 100 euros.
0:37:56 > 0:38:01And sharing very similar frustrations is George Waddington from Clitheroe.
0:38:01 > 0:38:05He'd booked a return transfer with hoppa from Faro Airport in Portugal.
0:38:05 > 0:38:12We was going to Albufeira in Portugal for a Christmas break.
0:38:12 > 0:38:14The reason being, we'd both had quite bad years
0:38:14 > 0:38:15and that we just wanted to make it
0:38:15 > 0:38:18so that we had a stress-free period over Christmas.
0:38:19 > 0:38:21But when George arrived at Faro Airport,
0:38:21 > 0:38:24he discovered customs staff were on strike.
0:38:24 > 0:38:27As a result, by the time he got to the hoppa desk,
0:38:27 > 0:38:30where he'd been told to meet his vehicle,
0:38:30 > 0:38:34an hour had passed and his driver was nowhere to be seen.
0:38:34 > 0:38:35And, according to George,
0:38:35 > 0:38:38he wasn't the only one to find himself in this predicament.
0:38:38 > 0:38:41I'd seen so many people argue with the guy at the counter
0:38:41 > 0:38:43before we actually got there,
0:38:43 > 0:38:48um, it was obviously futile arguing with them,
0:38:48 > 0:38:52so we decided immediately to just pay the transfer again
0:38:52 > 0:38:55in order to get to the destination.
0:38:55 > 0:38:59George ended up paying nearly 30 euros for another taxi -
0:38:59 > 0:39:02not the relaxing start to his holiday he'd hoped for.
0:39:02 > 0:39:05Yeah, we were looking for a stress-free break and, of course,
0:39:05 > 0:39:08that didn't happen because we were upset immediately
0:39:08 > 0:39:10with the transfer situation.
0:39:10 > 0:39:14Well, when we put all three of these cases to hoppa,
0:39:14 > 0:39:17the company told us it was disappointed to hear them
0:39:17 > 0:39:19and that the vast majority of
0:39:19 > 0:39:21the three million passengers it carries each year
0:39:21 > 0:39:24have a positive experience with the company.
0:39:24 > 0:39:27But it said while it's...
0:39:29 > 0:39:32..it's clear that on these occasions it did not deliver,
0:39:32 > 0:39:34for which it's apologised.
0:39:34 > 0:39:37It went on to say that having investigated,
0:39:37 > 0:39:41it's now changed its local supplier in both Tenerife and Portugal.
0:39:41 > 0:39:45hoppa reiterated that it does clearly stipulate
0:39:45 > 0:39:48that customers will need to provide a receipt
0:39:48 > 0:39:50if they've had to use alternative transfers
0:39:50 > 0:39:53so that the company can verify the costs.
0:39:53 > 0:39:55But as a gesture of goodwill,
0:39:55 > 0:40:00all three people we spoke to have now had their taxi costs refunded.
0:40:02 > 0:40:04And while that's great news for THEM,
0:40:04 > 0:40:06if YOU'RE wondering how best to arrange the journey
0:40:06 > 0:40:09from the airport and back again on your next trip,
0:40:09 > 0:40:13Simon Calder questions whether transfers are necessarily
0:40:13 > 0:40:14the best way to do it.
0:40:14 > 0:40:17There's a really good form of airport transfer
0:40:17 > 0:40:20which you don't need to book in advance and that's called a taxi.
0:40:20 > 0:40:21You get into one at the airport.
0:40:21 > 0:40:23Now, it depends where you are.
0:40:23 > 0:40:26I find that if you're in Portugal, um, Greece,
0:40:26 > 0:40:27that's generally pretty good value.
0:40:27 > 0:40:30If you're in Italy, you're going to be paying
0:40:30 > 0:40:32an arm and a leg for the privilege.
0:40:32 > 0:40:34And if your budget won't stretch to a cab,
0:40:34 > 0:40:38Simon's advice is to rely on the very reliable public transport
0:40:38 > 0:40:42that serves so many holiday destinations.
0:40:42 > 0:40:44Palma in Majorca, for example,
0:40:44 > 0:40:47has a new Aerotib network of buses
0:40:47 > 0:40:52which go direct from the airport to all the big resort areas.
0:40:52 > 0:40:55In Faro, there's a marvellous bus.
0:40:55 > 0:40:58Number 17 takes you into the city centre and drops you
0:40:58 > 0:41:00right by the bus station,
0:41:00 > 0:41:03where you can get a bus anywhere you want along the Algarve.
0:41:03 > 0:41:08Or my favourite airport of all time in terms of transfers is Nice,
0:41:08 > 0:41:12partly because the airport is so close to the city that you can,
0:41:12 > 0:41:14and I have, walked into town.
0:41:14 > 0:41:18There's loads of buses, very high frequency,
0:41:18 > 0:41:22both into Nice itself and along the coast to other destinations.
0:41:22 > 0:41:26As for Lindsey in Nottingham, for whom public transport
0:41:26 > 0:41:28and a large family is too much of a headache,
0:41:28 > 0:41:31though she's glad she's no longer out of pocket,
0:41:31 > 0:41:34the whole experience is not one she'd like to repeat.
0:41:35 > 0:41:39I mean, we paid money for a service. The service wasn't delivered.
0:41:39 > 0:41:41We weren't offered, I think,
0:41:41 > 0:41:45a fair amount of money back for the stress and the emotional stress
0:41:45 > 0:41:47that they caused us.
0:41:54 > 0:41:55The truth is that Rip-Off Britain
0:41:55 > 0:41:57wouldn't be here without your stories
0:41:57 > 0:42:00and we've got plenty of ways you can get in touch.
0:42:00 > 0:42:02You can send us an e-mail to...
0:42:06 > 0:42:08Or you can write to us at...
0:42:15 > 0:42:18But please do not send original copies of any documents.
0:42:21 > 0:42:24And even if you haven't got a story that you'd like us to investigate,
0:42:24 > 0:42:27you can always join in the conversation on our Facebook page.
0:42:27 > 0:42:31Just search "BBC Rip-Off Britain".
0:42:32 > 0:42:35Well, I'm afraid we've reached the end of the programme already,
0:42:35 > 0:42:39but how frustrating were some of the situations we've heard about today?
0:42:39 > 0:42:41Especially being stopped from boarding your flight
0:42:41 > 0:42:44at the very last moment and losing all that money...awful.
0:42:44 > 0:42:46That really is a terrible experience, isn't it?
0:42:46 > 0:42:48But on a more positive note,
0:42:48 > 0:42:51I was delighted to hear about the technology that's being introduced
0:42:51 > 0:42:54to keep a closer eye on our suitcases when they board the plane.
0:42:54 > 0:42:56Who knows? Now, this is me being positive...
0:42:56 > 0:42:59Maybe by the time we're back here next year,
0:42:59 > 0:43:02lost luggage will be a thing of the past. What d'you reckon, Gloria?
0:43:02 > 0:43:04I reckon that would be brilliant.
0:43:04 > 0:43:07Actually, my suitcase might end up at the same destination as me.
0:43:07 > 0:43:10Who knows? Now, in the meantime, if you're off on your holiday,
0:43:10 > 0:43:12then have the most wonderful time.
0:43:12 > 0:43:14And although we hope, of course, that it all goes smoothly,
0:43:14 > 0:43:17if it doesn't, you know exactly where we are and, indeed,
0:43:17 > 0:43:18how to find the three of us.
0:43:18 > 0:43:21And we'd really, really love to hear from you.
0:43:21 > 0:43:23We'll be back, though, with more of your stories very soon.
0:43:23 > 0:43:27- So, until then, from all of us on the team, bye-bye.- Goodbye.- Goodbye.