0:00:02 > 0:00:05We asked you who's left you feeling ripped off when it comes to your
0:00:05 > 0:00:09holidays and you came back with a catalogue of travel disasters.
0:00:09 > 0:00:11Letting us come all this way
0:00:11 > 0:00:14to be told we're going home on the next day. Just furious.
0:00:14 > 0:00:19It has tainted the whole experience of booking holidays and trust in companies.
0:00:19 > 0:00:22So whether it's a deliberate rip-off,
0:00:22 > 0:00:25a simple mistake or indeed a catch in the small print,
0:00:25 > 0:00:29we'll find out why you are out of pocket and what you can do about it.
0:00:29 > 0:00:33Your stories, your money, this is Rip-Off Britain.
0:00:36 > 0:00:40Hello, and welcome to a special series of Rip-Off Britain here in Tenerife,
0:00:40 > 0:00:45where we're investigating all manner of problems that you've had with holidays and travel.
0:00:45 > 0:00:50Now, too many of them it would seem have been caused by those pesky terms and conditions,
0:00:50 > 0:00:53which can trip us up no matter where we are in the world.
0:00:53 > 0:00:55And I think that's certainly what has happened
0:00:55 > 0:00:57to some of the people that we're going to be meeting today,
0:00:57 > 0:01:02who really do seem to have found themselves at the mercy of the small print,
0:01:02 > 0:01:06regardless of how black-and-white their situations may have seemed originally.
0:01:06 > 0:01:08In situations like that,
0:01:08 > 0:01:12it isn't always obvious where to go to get your problem resolved.
0:01:12 > 0:01:14So we are very, very grateful to one of our viewers
0:01:14 > 0:01:17who has tipped us off about a little-known solution
0:01:17 > 0:01:21that if trying to sort everything out is getting you absolutely nowhere,
0:01:21 > 0:01:24it could well be the answer to your troubles, as well.
0:01:26 > 0:01:30Coming up... The claims companies promising to help you get back money you're owed by an airline,
0:01:30 > 0:01:33but would you be better off ignoring them altogether?
0:01:35 > 0:01:36I haven't seen a penny
0:01:36 > 0:01:39and they said they're going to pay me any day now,
0:01:39 > 0:01:42but it isn't here yet.
0:01:43 > 0:01:46And the couples convinced they had booked hotel rooms with free cancellation,
0:01:46 > 0:01:49so why did they end up having to pay?
0:01:49 > 0:01:52I could not cancel, I was going to have to pay for the room.
0:01:52 > 0:01:54This is absolutely outrageous.
0:01:54 > 0:01:57I just think it's unbelievable.
0:02:00 > 0:02:06Ever since the doors for claiming compensation for delayed flights were flung open in 2012,
0:02:06 > 0:02:10our inbox has been inundated with complaints from those of you who,
0:02:10 > 0:02:12for one reason or another,
0:02:12 > 0:02:15have tried unsuccessfully to get money back from their airline.
0:02:15 > 0:02:19And that's paved the way for dozens of claim management companies to spring up
0:02:19 > 0:02:23and offer to guide you through the process in return, of course,
0:02:23 > 0:02:26for keeping a chunk of any pay-out you get.
0:02:26 > 0:02:28But, as the people we're about to meet found out,
0:02:28 > 0:02:32just because you've paid for someone else to do the work for you,
0:02:32 > 0:02:35it doesn't mean that getting back what you're owed will be any easier.
0:02:40 > 0:02:42Airline delays at best can ruin your day
0:02:42 > 0:02:45and at worst can wreck your holiday.
0:02:45 > 0:02:50That's why a landmark EU ruling in 2012 introduced a guarantee
0:02:50 > 0:02:53that anyone delayed on flights in or out of the EU
0:02:53 > 0:02:56for more than a certain period of time - usually three hours -
0:02:56 > 0:03:00would be entitled to some sort of compensation.
0:03:00 > 0:03:04So Alison Wiltshire from South Wales was determined to get that money
0:03:04 > 0:03:07after a near 3½-hour delay
0:03:07 > 0:03:09on a British Airways flight to New York.
0:03:09 > 0:03:12The delay was at the start of our holidays,
0:03:12 > 0:03:15so once you get to the airport, you just want to get on holiday.
0:03:15 > 0:03:19And it did mean that we arrived in New York at 3.00 in the morning
0:03:19 > 0:03:23and the fact that there is compensation available,
0:03:23 > 0:03:26you know, for a delay that is over three hours, I thought, well,
0:03:26 > 0:03:30I'm entitled to claim it, I'll make the claim and see what happens.
0:03:30 > 0:03:32When she returned home,
0:03:32 > 0:03:35Alison started looking into how best to apply for compensation
0:03:35 > 0:03:39and decided that following the instructions on BA's own website
0:03:39 > 0:03:41would be the most straightforward option.
0:03:41 > 0:03:44But in the meantime, her son had been doing some research.
0:03:44 > 0:03:47When we came back from holidays,
0:03:47 > 0:03:52my son went online to just have a look about flight compensation
0:03:52 > 0:03:56and there was a website that offered advice,
0:03:56 > 0:04:02so he completed a form with very basic information - our names,
0:04:02 > 0:04:06the date we flew and the flight number - and sent an enquiry.
0:04:06 > 0:04:09He never got a response.
0:04:09 > 0:04:13In the meantime, I told him that I was going to take the claim up
0:04:13 > 0:04:15directly with British Airways so he said,
0:04:15 > 0:04:19"Oh, that's fine, because I never heard anything back from this company."
0:04:19 > 0:04:21And after two weeks,
0:04:21 > 0:04:24Alison received a cheque for £1,200 from British Airways -
0:04:24 > 0:04:26a welcome amount for the delay.
0:04:26 > 0:04:31It took about 20 minutes to complete the forms online
0:04:31 > 0:04:34and I just got the cheque and I was delighted with that.
0:04:34 > 0:04:37As far as she was concerned, that was the end of the matter,
0:04:37 > 0:04:40but then a letter arrived from a Northampton-based firm
0:04:40 > 0:04:43she had never heard of called Flight Delay Claims Team -
0:04:43 > 0:04:46not to be confused with companies of a similar name -
0:04:46 > 0:04:49and it was demanding a slice of her compensation.
0:04:49 > 0:04:51Totally out of the blue,
0:04:51 > 0:04:55I got a letter demanding a payment of over £700,
0:04:55 > 0:04:58saying I had breached my contract with them.
0:04:58 > 0:05:03It was the first I'd ever heard of this company and they were demanding
0:05:03 > 0:05:08payment and if payment wasn't made within 10 to 14 days,
0:05:08 > 0:05:10that they would be taking legal action against me.
0:05:10 > 0:05:14Alison looked further into the company and discovered it was one
0:05:14 > 0:05:17specialising in obtaining compensation for delayed flights.
0:05:17 > 0:05:21So assuming it was something to do with her delayed flight to New York,
0:05:21 > 0:05:23for which she had already had the compensation,
0:05:23 > 0:05:27she called the company to ask why it thought it was entitled to any of her money.
0:05:27 > 0:05:29To her utter astonishment,
0:05:29 > 0:05:34the agent on the phone told her that the company was acting on her behalf
0:05:34 > 0:05:38in all matters concerning this claim and when she asked how it had got all her details,
0:05:38 > 0:05:41the agent confirmed it was through the online form
0:05:41 > 0:05:45that her son had submitted all that time ago.
0:05:46 > 0:05:50The company, they claimed that he filled the claim form in for,
0:05:50 > 0:05:53it wasn't even a claim form, it was an enquiry form.
0:05:53 > 0:05:56So I'm guessing that that's how they got my details,
0:05:56 > 0:05:59just from an initial enquiry that my son made.
0:05:59 > 0:06:01But as far as Alison was concerned,
0:06:01 > 0:06:04all her son had done was make an initial enquiry with the company,
0:06:04 > 0:06:07not instruct them to pursue a claim.
0:06:07 > 0:06:09However, Flight Delay Claims Team told her
0:06:09 > 0:06:13that by ticking the terms-and-conditions box when submitting the form,
0:06:13 > 0:06:17her son had agreed to instruct the company to pursue a claim with BA
0:06:17 > 0:06:21on her behalf and, as such, it was a legally binding contract.
0:06:21 > 0:06:26Well, Alison was adamant that as she had already done all the hard work
0:06:26 > 0:06:28by liaising for a refund direct with BA,
0:06:28 > 0:06:31there was no way she was going to accept any of this,
0:06:31 > 0:06:35especially when she looked further into what the company was saying.
0:06:35 > 0:06:37When you click on the submit button,
0:06:37 > 0:06:41buried in the terms and conditions is a little bit of information
0:06:41 > 0:06:44that says you are entering into a contract.
0:06:44 > 0:06:46If you are going to enter into a contract,
0:06:46 > 0:06:49the details are supposed to be up front on the website.
0:06:49 > 0:06:53Before you submit any information, you're supposed to know
0:06:53 > 0:06:56that you're going to be charged for this service.
0:06:56 > 0:06:59Alison's quite right on that, but in any case,
0:06:59 > 0:07:03she couldn't see that the company had done a thing to deserve any of her compensation,
0:07:03 > 0:07:06not least because when she was dealing with BA,
0:07:06 > 0:07:11at no point had the airline indicated that there was another company involved.
0:07:11 > 0:07:13So I sent an e-mail immediately
0:07:13 > 0:07:17and followed that up with a recorded delivery letter
0:07:17 > 0:07:20confirming that I had not dealt with this company,
0:07:20 > 0:07:24I had not entered into a contract or an agreement with them
0:07:24 > 0:07:28and to ask them to stop pursuing me for this debt.
0:07:28 > 0:07:32Alison hoped that was the end of it but, less than a month later,
0:07:32 > 0:07:34while she was away on another trip,
0:07:34 > 0:07:37a further letter arrived from Flight Delay Claims Team,
0:07:37 > 0:07:40this time with a more definite threat of legal action.
0:07:40 > 0:07:42My daughter rang us to say
0:07:42 > 0:07:45that a rather official-looking letter had come
0:07:45 > 0:07:48and when she opened it, she told me that it was Flight Delay Claims Team
0:07:48 > 0:07:50and that they were taking me to court.
0:07:50 > 0:07:55And this was on the third day of a 10-day holiday so, as you can imagine,
0:07:55 > 0:07:58I just wanted to get home, I wanted to look at this letter,
0:07:58 > 0:08:02I wanted to ring them, I wanted to sort it out.
0:08:02 > 0:08:05So yet another holiday now spoiled.
0:08:05 > 0:08:08Alison called the company to protest,
0:08:08 > 0:08:11but was told to put it in writing and, despite doing so,
0:08:11 > 0:08:14she continued to receive letters demanding money.
0:08:14 > 0:08:17What's more, with each new one the company sent,
0:08:17 > 0:08:20the sum being asked for was creeping up.
0:08:20 > 0:08:24The amount differed every time they asked for it.
0:08:24 > 0:08:27Initially they were asking for about £792,
0:08:27 > 0:08:31based on me getting over £2,000 compensation.
0:08:31 > 0:08:35And I didn't - I got £1,200 compensation.
0:08:35 > 0:08:39But the amount they asked me for, every time I got anything from them
0:08:39 > 0:08:42asking for payment, the amount went up.
0:08:44 > 0:08:47Furious that Flight Delay Claims Team should not only want
0:08:47 > 0:08:50a slice of her compensation for work it hadn't done,
0:08:50 > 0:08:52but it was also threatening to take her to court,
0:08:52 > 0:08:56Alison went straight to the top and contacted one the directors
0:08:56 > 0:09:00and that seemed to do the trick as the case has now been dropped
0:09:00 > 0:09:02and she is no longer being pursued for the money.
0:09:02 > 0:09:06However, when we contacted the company about Alison's case,
0:09:06 > 0:09:09it told us that though it's sorry to receive any complaints,
0:09:09 > 0:09:13due to data protection it's not able to discuss individual cases.
0:09:13 > 0:09:17But Alison fears there may be other people keen to claim compensation
0:09:17 > 0:09:22for delayed flights, who have got themselves mixed up with similar claims management companies
0:09:22 > 0:09:25and that they might be losing out as a result.
0:09:25 > 0:09:28They are not regulated so, basically,
0:09:28 > 0:09:30they can do whatever they like.
0:09:31 > 0:09:33From this forum that we joined,
0:09:33 > 0:09:37we found hundreds of people that have had a bad experience
0:09:37 > 0:09:39with just this one company
0:09:39 > 0:09:42and I'm sure they're not the only company out there.
0:09:42 > 0:09:45And she's right on that because we have received a number of e-mails
0:09:45 > 0:09:49and letters from other people who found that getting involved
0:09:49 > 0:09:52with a claims management company to go after compensation for delayed flights
0:09:52 > 0:09:56can very often turn out to be a lot more hassle than doing it yourself.
0:09:56 > 0:10:00Among the people who'd say that is Lovelace Akpojaro
0:10:00 > 0:10:02from Dartford in Kent.
0:10:02 > 0:10:04He decided to make a claim after being stuck in Germany
0:10:04 > 0:10:06with his partner and daughter
0:10:06 > 0:10:09because of another delayed British Airways flight.
0:10:09 > 0:10:13It was a stopover at Dusseldorf which was supposed to be for about an hour and a half
0:10:13 > 0:10:18and we got delayed there for nine hours and, inevitably,
0:10:18 > 0:10:21when you're in the middle of these things, they don't tell you anything.
0:10:21 > 0:10:25They gave us vouchers to get something to eat and that was nice,
0:10:25 > 0:10:29but after a few hours then it's really starting to get quite inconvenient now,
0:10:29 > 0:10:31especially when you've got a young child.
0:10:33 > 0:10:36When they got home, the family contacted BA to see what it advised
0:10:36 > 0:10:38about claiming compensation.
0:10:38 > 0:10:41But Lovelace didn't think it sounded straightforward
0:10:41 > 0:10:44and, at the same time, he was tempted by an ad
0:10:44 > 0:10:46for what seemed a much simpler option.
0:10:47 > 0:10:50So here's the thing - remember when your flight was delayed?
0:10:50 > 0:10:54Well, that lost time could be worth hundreds of pounds in compensation.
0:10:54 > 0:10:58At the time, there was a lot of campaigns going on on TV
0:10:58 > 0:11:00for airFair flight delays.
0:11:00 > 0:11:04There were adverts in magazines, so on and so forth,
0:11:04 > 0:11:08and it just sort of came at a very convenient time.
0:11:08 > 0:11:12I thought, well, give it to the experts, airFair, they're on TV,
0:11:12 > 0:11:15they look slick, they will be able to do a good job.
0:11:15 > 0:11:19Certain that his nine-hour delay would qualify him for a pay-out,
0:11:19 > 0:11:24Lovelace went to the airFair website and filled in the enquiry form.
0:11:24 > 0:11:28Somebody called me up and talked me through what they can do,
0:11:28 > 0:11:31and they're very efficient, they can track down exactly what happened
0:11:31 > 0:11:33once you give them the flight number
0:11:33 > 0:11:36and I told them that we were delayed for nine hours
0:11:36 > 0:11:39and they were quite encouraging, saying, well, we should definitely...
0:11:39 > 0:11:42This should be a slam dunk, basically.
0:11:42 > 0:11:46You know, there will definitely be some compensation at the end of this.
0:11:48 > 0:11:52But four weeks after submitting his claim when he'd heard nothing further from airFair,
0:11:52 > 0:11:55his partner approached another claims company
0:11:55 > 0:11:57to see if it would make better progress.
0:11:57 > 0:12:00And Lovelace contacted airFair to let them know.
0:12:01 > 0:12:04I was starting to think that the time it was taking,
0:12:04 > 0:12:10it wasn't really worth paying 36% of the compensation to them
0:12:10 > 0:12:13for this service that they were giving me.
0:12:13 > 0:12:16So I phoned them up and asked them to withdraw.
0:12:16 > 0:12:20Initially they said, that'll be fine but you will be subject to some fees
0:12:20 > 0:12:24because this is outside the 14-day period, which...
0:12:25 > 0:12:27If it's got to be, it's got to be.
0:12:27 > 0:12:31AirFair pointed out that because Lovelace was cancelling his contract
0:12:31 > 0:12:34after four weeks and the company had already submitted a claim
0:12:34 > 0:12:37on his behalf, he would be liable to pay some costs.
0:12:37 > 0:12:41And the company suggested he contacted BA directly to say that, from now on,
0:12:41 > 0:12:46he would be taking the claim forward so all enquiries should be directed his way.
0:12:46 > 0:12:50But when Lovelace got in touch with BA to do just that,
0:12:50 > 0:12:53the airline had some unexpected news.
0:12:53 > 0:12:57It told him that his claim had already been settled some weeks previously
0:12:57 > 0:13:02and in fact his compensation, a total of £643,
0:13:02 > 0:13:05had already been paid to a firm of solicitors
0:13:05 > 0:13:07acting on behalf of airFair.
0:13:07 > 0:13:10Astonished to hear this, Lovelace contacted airFair again
0:13:10 > 0:13:13and the company said it would check its records and send him compensation.
0:13:13 > 0:13:16But weeks on, with no word from them,
0:13:16 > 0:13:20Lovelace began to doubt whether he would ever see his money.
0:13:20 > 0:13:22But determined to get his compensation,
0:13:22 > 0:13:26and backed up with a letter from BA confirming it had paid out,
0:13:26 > 0:13:31airFair finally agreed to hand over his money - minus its 36% fee.
0:13:31 > 0:13:34Yet five months on after first contacting airFair,
0:13:34 > 0:13:36he was still waiting for his cheque.
0:13:36 > 0:13:38I haven't seen a penny
0:13:38 > 0:13:41and they said that they are going to pay me any day now,
0:13:41 > 0:13:43but it isn't here yet.
0:13:43 > 0:13:48What they want to pay me, they want to pay me minus their fees
0:13:48 > 0:13:51for five months of frustration.
0:13:52 > 0:13:55Well, six days after we filmed with Lovelace,
0:13:55 > 0:13:58he did finally received his cheque and he thinks the whole process
0:13:58 > 0:14:03of claiming his compensation was unnecessarily complicated and costly.
0:14:05 > 0:14:09We put that to airFair which responded by saying a series of unfortunate events
0:14:09 > 0:14:14have surrounded this case and that though it had submitted Lovelace's claim right away,
0:14:14 > 0:14:18BA hadn't let it know that the compensation had been paid out.
0:14:18 > 0:14:22In fact, airFair went on to say that BA consistently fails
0:14:22 > 0:14:25to advise claims companies of successful claims
0:14:25 > 0:14:29and it blames the airline for the confusion and delays in Lovelace's case.
0:14:29 > 0:14:32It said when BA issued the cheque,
0:14:32 > 0:14:34it didn't provide any reference numbers,
0:14:34 > 0:14:38making it impossible to determine which client the payment related to,
0:14:38 > 0:14:43which is why it was unable to tell Lovelace that he had been successful with his claim.
0:14:43 > 0:14:46The company was also keen to point out that as soon as it
0:14:46 > 0:14:49was made aware that it had won the case on Lovelace's behalf,
0:14:49 > 0:14:53it sent him not just his cheque but also, as a gesture of goodwill,
0:14:53 > 0:14:57a refund of its success fee of £230.81.
0:14:57 > 0:15:00And it pointed out that over the last 12 months,
0:15:00 > 0:15:03it has regained a total of £1.2 million compensation
0:15:03 > 0:15:05for delayed passengers.
0:15:05 > 0:15:08Well, we took airFair's criticisms back to BA,
0:15:08 > 0:15:12but while the airline admitted mistakes were made in handling this case,
0:15:12 > 0:15:16it emphasised that there is no need for customers to involve claim firms
0:15:16 > 0:15:19which will keep back a proportion of any compensation.
0:15:19 > 0:15:23It advises customers to claim directly through the BA website,
0:15:23 > 0:15:27which it says can be done by filling out one simple form online.
0:15:29 > 0:15:30And with the benefit of hindsight,
0:15:30 > 0:15:33Lovelace now wishes he had done just that.
0:15:33 > 0:15:35Knowing what I know now,
0:15:35 > 0:15:39I definitely wish that I was just a bit more persistent
0:15:39 > 0:15:42and just stuck with it and approached BA
0:15:42 > 0:15:45and just gone solely through them.
0:15:45 > 0:15:48I know it would've been far less of a problem
0:15:48 > 0:15:51than going with these so-called specialists.
0:15:55 > 0:15:59The saying there's no such thing as a free lunch rings especially true
0:15:59 > 0:16:01with the people in this next film.
0:16:01 > 0:16:06Believing that they booked a holiday that included free cancellation,
0:16:06 > 0:16:11they were shocked to discover that when, unfortunately, they had to change their plans,
0:16:11 > 0:16:13the free part of the cancellation process
0:16:13 > 0:16:15didn't seem to exist after all.
0:16:15 > 0:16:19And despite thinking that they had done everything they could
0:16:19 > 0:16:21to prevent themselves losing any money,
0:16:21 > 0:16:23I'm afraid that's exactly what did happen.
0:16:25 > 0:16:29With the increase in holiday-makers who love to plan their own trips,
0:16:29 > 0:16:31hotel booking websites have boomed.
0:16:31 > 0:16:35All you need to do is type in where you're going and the dates you'll be arriving
0:16:35 > 0:16:39and these sites will provide a whole list of suitable hotels,
0:16:39 > 0:16:42from the cheapest to the most expensive.
0:16:42 > 0:16:45Laura and Michael may live on the sun-drenched island of Majorca,
0:16:45 > 0:16:49but they still like to get away on a holiday every now and again.
0:16:49 > 0:16:53And they have always found hotel booking sites a great help
0:16:53 > 0:16:55when deciding where to stay.
0:16:55 > 0:16:59I am hopeless at going online. I have no patience.
0:16:59 > 0:17:01But Michael's brilliant, he loves it.
0:17:01 > 0:17:03He sits on the price-comparison sites
0:17:03 > 0:17:06and it was on one of these price-comparison sites
0:17:06 > 0:17:08that he found Agoda.
0:17:08 > 0:17:11Agoda.com is a well-known travel booking website
0:17:11 > 0:17:15which compares prices of hotels and even flights.
0:17:15 > 0:17:19Laura and Michael were planning a mini break to Barcelona
0:17:19 > 0:17:22and found a really good rate on Agoda for a Travelodge there.
0:17:22 > 0:17:26And the couple say they deliberately chose a slightly more expensive room rate
0:17:26 > 0:17:30because it stated on the booking page that doing so
0:17:30 > 0:17:35would give them the option to cancel free of charge if they needed to.
0:17:35 > 0:17:38We paid quite a bit more, I paid quite a bit more,
0:17:38 > 0:17:40but I knew I could cancel within five days.
0:17:40 > 0:17:43But once they had made the booking via the website,
0:17:43 > 0:17:48they realised the hotel was not in the part of Barcelona they wanted to stay in,
0:17:48 > 0:17:51so Laura called Agoda.com to cancel.
0:17:51 > 0:17:54But she was in for a shock.
0:17:54 > 0:17:57She was very calm and she told me in no uncertain terms
0:17:57 > 0:18:00I could not cancel, that I was going to have to pay for the room,
0:18:00 > 0:18:05and I couldn't in any way explain to her, I had the cancellation policy.
0:18:05 > 0:18:08"Oh, no, you don't, you've opted not to have it."
0:18:08 > 0:18:13The problem was that while Laura is certain that at the time of booking
0:18:13 > 0:18:18she was promised free cancellation, the confirmation e-mail,
0:18:18 > 0:18:22which she didn't read in detail, says something very different,
0:18:22 > 0:18:24stating that if the room is cancelled,
0:18:24 > 0:18:28the total price of the reservation will be charged.
0:18:28 > 0:18:30This is absolutely outrageous.
0:18:30 > 0:18:33I just think it's unbelievable.
0:18:33 > 0:18:35You've got two contradictory things.
0:18:35 > 0:18:38One I saw, unfortunately one I didn't see until afterwards.
0:18:38 > 0:18:42But it was too late anyway, even if I had phoned them up and said,
0:18:42 > 0:18:45"Look, I've booked with a cancellation policy, look here,"
0:18:45 > 0:18:47they still would have charged me.
0:18:47 > 0:18:51There was nothing you could do. You were hitting your head on a brick wall with these people.
0:18:51 > 0:18:54We contacted Agoda.com about Laura's story,
0:18:54 > 0:18:56but it failed to get back to us.
0:18:56 > 0:18:59We do know, however, that the company insists
0:18:59 > 0:19:02that the rate they selected was non-refundable
0:19:02 > 0:19:05as stated in the confirmation e-mail.
0:19:05 > 0:19:08But Travelodge has offered the couple a free night at a hotel
0:19:08 > 0:19:10as a gesture of goodwill.
0:19:10 > 0:19:13Even so, back at her home in Majorca,
0:19:13 > 0:19:17Laura feels the booking process is confusing and misleading
0:19:17 > 0:19:20and is annoyed at the idea of losing so much money
0:19:20 > 0:19:23on a hotel room she never even stayed in.
0:19:23 > 0:19:25This is about principle.
0:19:25 > 0:19:28I cannot be the only one and I really, really hope that somehow,
0:19:28 > 0:19:31that other people, if they know about it,
0:19:31 > 0:19:33that they won't do the same.
0:19:33 > 0:19:37Well, here at Rip-Off Britain, we've heard from a number of other people who have fallen foul
0:19:37 > 0:19:40of the cancellation policies on hotel booking websites
0:19:40 > 0:19:43and, as a result, been left hundreds of pounds out of pocket.
0:19:44 > 0:19:48Many would say the small print and different rates available
0:19:48 > 0:19:52make it all too easy to get confused and travel expert Bob Atkinson
0:19:52 > 0:19:57agrees that with all of these sites packed with different deals and rates,
0:19:57 > 0:20:03you need to be absolutely sure that when you see an offer or anything like free cancellation,
0:20:03 > 0:20:07it definitely applies to the room that you have booked.
0:20:07 > 0:20:09As with any transaction online,
0:20:09 > 0:20:12you need to be careful when you're research and booking.
0:20:12 > 0:20:17Experienced users may well be aware that a particular word is actually there
0:20:17 > 0:20:20because it's part of a functionality of a website
0:20:20 > 0:20:22and is not an actual promise.
0:20:22 > 0:20:25And Bob also says that even if you're sure the booking page
0:20:25 > 0:20:27is offering free cancellation,
0:20:27 > 0:20:30you should always check the terms and conditions,
0:20:30 > 0:20:32as they can sometimes differ.
0:20:32 > 0:20:37Actually do read them and ask yourself the fundamental question with a hotel booking,
0:20:37 > 0:20:41if I need to change this booking or if I need to cancel this booking,
0:20:41 > 0:20:43what would I need to do?
0:20:43 > 0:20:46And so that you've got proof of everything,
0:20:46 > 0:20:48as you progress through your online booking,
0:20:48 > 0:20:53Bob says it may be worth keeping a copy of each stage of the process.
0:20:53 > 0:20:58My advice is to take screenshots of the transaction as you do the transaction
0:20:58 > 0:21:03and have a good copy of not only the confirmation screen
0:21:03 > 0:21:07but also of anything such as cancellation or amendment fees
0:21:07 > 0:21:09that they may be charging.
0:21:10 > 0:21:14That is something that David Neill from Ledbury now wishes he had done.
0:21:14 > 0:21:16David enjoys trips around Europe
0:21:16 > 0:21:20and he likes to make a rough plan for each trip before he goes,
0:21:20 > 0:21:24which sometimes involves provisionally booking hotels along the route.
0:21:24 > 0:21:27And last year, he was looking into a three-day drive
0:21:27 > 0:21:30around the south of France with his grandchildren.
0:21:30 > 0:21:32Oh, that looks lovely.
0:21:32 > 0:21:37We went onto the booking.com site and put in the requirements.
0:21:37 > 0:21:40One room, two adults, two children.
0:21:40 > 0:21:42Put the ages of the children, 11 and 12.
0:21:42 > 0:21:48Came up with a selection of hotels to choose from,
0:21:48 > 0:21:53which clearly said on the screen "free cancellation, no payment".
0:21:53 > 0:21:57This four-star hotel was a great price in a good location
0:21:57 > 0:22:01and David is absolutely certain that the booking form made clear
0:22:01 > 0:22:04that you would pay for the room on arrival
0:22:04 > 0:22:07and there was a flexible cancellation policy.
0:22:08 > 0:22:11No two ways about it, you know, at that stage of planning,
0:22:11 > 0:22:15we would not have booked a hotel room with no...
0:22:17 > 0:22:19..without free cancellation.
0:22:19 > 0:22:21We just couldn't do that.
0:22:21 > 0:22:23But after pencilling the hotels,
0:22:23 > 0:22:27David noticed that the cost of flights was way too expensive.
0:22:27 > 0:22:30So he decided to put his plans on the back burner.
0:22:30 > 0:22:33He contacted Booking.com to cancel his booking
0:22:33 > 0:22:37but was told he would need to call the hotel directly.
0:22:37 > 0:22:40I contacted the hotel in France,
0:22:40 > 0:22:45they then asked for a copy of the confirmation.
0:22:46 > 0:22:52When she had that, she said it was a non-refundable amount.
0:22:52 > 0:22:56Because they had taken the money out of my bank,
0:22:56 > 0:23:00they couldn't cancel it, which I couldn't really understand.
0:23:00 > 0:23:05The hotel pointed out to David that its confirmation e-mail clearly stated
0:23:05 > 0:23:08that he would be charged for the room if he chose to cancel.
0:23:08 > 0:23:11But David is resolute that when he had booked,
0:23:11 > 0:23:13he chose the free-cancellation option
0:23:13 > 0:23:17and that he wasn't supposed to be charged until arrival.
0:23:17 > 0:23:21But without a screenshot of the booking, he couldn't prove any of that.
0:23:21 > 0:23:26We had deliberately gone for a free cancellation on the hotel.
0:23:26 > 0:23:29We're not novices.
0:23:29 > 0:23:32It was quite clear it said free cancellation,
0:23:32 > 0:23:36so I was somewhat surprised to find out on the confirmation e-mail
0:23:36 > 0:23:40that even if we cancelled then, it is payment in full.
0:23:40 > 0:23:44And indeed, two days later, it had gone out of my bank account.
0:23:44 > 0:23:50Both the hotel and Booking.com refused to refund David the £320
0:23:50 > 0:23:53for the room that he had never slept in.
0:23:53 > 0:23:57Booking.com told us that it offers a variety of different rate
0:23:57 > 0:24:01and policy options from which travellers can choose.
0:24:01 > 0:24:06And that on this occasion David chose a low non-refundable rate,
0:24:06 > 0:24:10which it says was made clear at every stage in the booking process.
0:24:10 > 0:24:14Booking.com went on to say that when David first asked to cancel
0:24:14 > 0:24:18the booking, it did try to help by contacting the hotel.
0:24:18 > 0:24:20But it says the accommodation was unwilling
0:24:20 > 0:24:23to waive the associated cancellation fees.
0:24:25 > 0:24:27Well, clearly in both these cases,
0:24:27 > 0:24:30there is very clear disagreement between the two sides.
0:24:30 > 0:24:32Laura and David clearly believe
0:24:32 > 0:24:36they chose the free cancellation option when booking their rooms,
0:24:36 > 0:24:40but equally two big-name websites insist that they didn't.
0:24:40 > 0:24:43And while it could be that they did make a mistake,
0:24:43 > 0:24:47there's no doubt that with the variety of options on sites like these,
0:24:47 > 0:24:50it can be all too easy for a booking to end up
0:24:50 > 0:24:52not quite as you would expect it.
0:24:52 > 0:24:58So Bob Atkinson says the key thing is always to check your confirmation e-mail
0:24:58 > 0:25:01and query anything that does not tally
0:25:01 > 0:25:03with what you thought you'd booked.
0:25:03 > 0:25:05If this doesn't match up,
0:25:05 > 0:25:08you should contact the company pretty much straightaway
0:25:08 > 0:25:11and give them the opportunity to do something about it at the beginning.
0:25:11 > 0:25:15But after this experience, David, who has travelled the world
0:25:15 > 0:25:18and booked many dozens of hotels over the years,
0:25:18 > 0:25:21reckons that booking sites need to be much clearer
0:25:21 > 0:25:26about the cancellation policies that are attached to different rates.
0:25:26 > 0:25:28Basically, when I book something,
0:25:28 > 0:25:34I want it to say what it does on the screen that I am looking at.
0:25:34 > 0:25:37I'm not stupid. I can read things.
0:25:37 > 0:25:41When we get a £30 cheap room, it says non-refundable. That's fine.
0:25:41 > 0:25:46But if it says free cancellation, it should mean free cancellation.
0:25:52 > 0:25:54Still to come On Rip-off Britain...
0:25:54 > 0:25:57Getting nowhere resolving your holiday complaint?
0:25:57 > 0:26:01We'll reveal how an avenue you won't have heard of could be the answer.
0:26:01 > 0:26:03It was just a wonderful feeling
0:26:03 > 0:26:05because we worked so hard to get to this point,
0:26:05 > 0:26:10and to hear that we had won the case was just absolutely fantastic.
0:26:10 > 0:26:11Fantastic.
0:26:15 > 0:26:18Our travel expert Simon Calder is full of the secrets
0:26:18 > 0:26:20that will save you money on your travels.
0:26:20 > 0:26:23He has got plenty of tips on everything,
0:26:23 > 0:26:28from how to avoid the crowds to the best way to steer clear of those tourist traps.
0:26:28 > 0:26:30This time, Tunisia.
0:26:31 > 0:26:35Three years on from the terrorist attack at a hotel in Sousse that left many people dead,
0:26:35 > 0:26:40the north African favourite is now finally back on the map for UK visitors
0:26:40 > 0:26:45and, to entice us to return, there are some great-value deals.
0:26:45 > 0:26:48There are far fewer flights than there used to be
0:26:48 > 0:26:52with the main departures from Heathrow, Gatwick and Manchester.
0:26:52 > 0:26:55So you could get a flight from your local airport
0:26:55 > 0:26:58and change en route in somewhere like Paris.
0:26:59 > 0:27:04Most flights go to Tunisian capital Tunis, which is well worth a visit.
0:27:04 > 0:27:08You can get lost in the maze of ancient Medinahs,
0:27:08 > 0:27:13relax on sandy beaches or sample the delightful tasty Tunisian cuisine.
0:27:13 > 0:27:15It's somewhere I like to base myself,
0:27:15 > 0:27:18partly because it is a fascinating port city,
0:27:18 > 0:27:23but also because it is the hub of the excellent Tunisian railway network,
0:27:23 > 0:27:25one of the country's great joys.
0:27:26 > 0:27:29Resorts such as Hammamet, Sousse and Monastir
0:27:29 > 0:27:32are very well linked to the capital.
0:27:32 > 0:27:37A first-class rail ticket from Sousse to Tunis costs just £4 or so.
0:27:37 > 0:27:41But remember, children aged ten or over are classed as adults.
0:27:41 > 0:27:43Consider a day trip by train
0:27:43 > 0:27:46to the nearby archaeological site of Carthage.
0:27:46 > 0:27:51But wherever you go, keep on top of when you need to change more money.
0:27:51 > 0:27:55I reckon every country has its favourite foreign currency
0:27:55 > 0:27:57and for Tunisia it is the euro.
0:27:57 > 0:28:00But British pounds are still widely accepted
0:28:00 > 0:28:03at reasonable rates of exchange.
0:28:03 > 0:28:06Just make sure you change little and often
0:28:06 > 0:28:09so you don't get left with a wad of Tunisian cash
0:28:09 > 0:28:11to try to swap back at the end of your trip.
0:28:12 > 0:28:16Tunisia is one of a number of countries that bans tourists
0:28:16 > 0:28:19from moving money in and out of the country.
0:28:19 > 0:28:22So remember, no respectable bureau de change in the UK
0:28:22 > 0:28:25will supply or exchange the Tunisian dinar.
0:28:25 > 0:28:27Upon arrival at the airport,
0:28:27 > 0:28:31exchange a small amount of money and then shop around for the best deals.
0:28:31 > 0:28:33Unusually, it is worth checking with hotels
0:28:33 > 0:28:37as they have been known to offer competitive rates.
0:28:38 > 0:28:40By the way, don't be tempted to think,
0:28:40 > 0:28:44oh, I will just take the money home with me and bring it back on my next trip.
0:28:44 > 0:28:49The Tunisian authorities have been known to conduct spot checks
0:28:49 > 0:28:53on departing passengers, looking for Tunisian banknotes.
0:28:53 > 0:28:55So instead be generous.
0:28:55 > 0:28:57Keep the change.
0:28:57 > 0:28:58That's a first.
0:28:58 > 0:29:01Tunisia is an Islamic country and, of course,
0:29:01 > 0:29:03you should respect local customs,
0:29:03 > 0:29:07especially during the holy month of Ramadan, which, in 2018,
0:29:07 > 0:29:10runs from mid-May to mid-June.
0:29:11 > 0:29:14To avoid causing inadvertent offence,
0:29:14 > 0:29:17men should save shorts for the beach and the hotel.
0:29:17 > 0:29:20Women should cover up most of their arms
0:29:20 > 0:29:22and most of their legs most of the time.
0:29:22 > 0:29:25When in doubt, err on the side of modesty.
0:29:29 > 0:29:32Now, when part of a holiday goes wrong,
0:29:32 > 0:29:35knowing where to take your concerns to can be tricky to say the least.
0:29:35 > 0:29:39And if you are being passed from pillar to post between the companies you're dealing with,
0:29:39 > 0:29:44it can be really difficult and very frustrating to get the whole thing resolved.
0:29:44 > 0:29:48But one Rip-Off Britain viewer, who found themselves in exactly this position,
0:29:48 > 0:29:51stumbled across a route that even we hadn't heard of.
0:29:51 > 0:29:54So if you're hitting a brick wall trying to get your problem sorted,
0:29:54 > 0:29:57then listen up as we have some advice
0:29:57 > 0:30:00that could be just what you are looking for.
0:30:00 > 0:30:03Sometimes holidays simply don't go to plan, whether it's bad weather,
0:30:03 > 0:30:06sudden ill health or even long delays.
0:30:06 > 0:30:10All manner of unexpected events can not only ruin your plans,
0:30:10 > 0:30:13but in some cases leave you seriously out of pocket as well.
0:30:17 > 0:30:21As was the case for Jenny and Charles Hill from north London,
0:30:21 > 0:30:23who had planned the trip of a lifetime
0:30:23 > 0:30:27on the trans-Siberian railway from Russia through Mongolia to China.
0:30:29 > 0:30:32It was like no trip we had ever thought of before,
0:30:32 > 0:30:34so it was going to be special.
0:30:34 > 0:30:37Something that we could remember and look back on
0:30:37 > 0:30:42and really have some memories which would be absolutely fantastic.
0:30:42 > 0:30:46The train journey was from Saint Petersburg to Moscow,
0:30:46 > 0:30:51right through Russia and onwards and so we had to fly out from the UK
0:30:51 > 0:30:54to Saint Petersburg and we had a stopover in Berlin.
0:30:54 > 0:30:58But no sooner had the couple flown into Saint Petersburg
0:30:58 > 0:31:01then their trip of a lifetime began to unravel.
0:31:01 > 0:31:05We got to the place to collect our luggage
0:31:05 > 0:31:09and we stood there and we stood there
0:31:09 > 0:31:13and the carousel went round and round
0:31:13 > 0:31:15and our luggage didn't appear.
0:31:15 > 0:31:19And everybody else's seemed to have and had departed so...
0:31:19 > 0:31:23A horrible sinking feeling of, you know, where on earth is it?
0:31:23 > 0:31:25And what has happened to it?
0:31:26 > 0:31:28Both the couple's suitcases were missing
0:31:28 > 0:31:32with everything they needed for their holiday inside.
0:31:32 > 0:31:34Our holiday was 19 days
0:31:34 > 0:31:37and we only had the clothes we were standing up in.
0:31:37 > 0:31:39Travelling on the train,
0:31:39 > 0:31:43nothing is supplied so you had to have some food things with you,
0:31:43 > 0:31:45which were in our cases,
0:31:45 > 0:31:48and you had to have all those things as well as your clothing.
0:31:48 > 0:31:51There was the awful feeling, is this the end of the trip?
0:31:51 > 0:31:56We were seriously considering flying back to the UK
0:31:56 > 0:31:59and organising that and just saying, scrub the whole thing.
0:32:00 > 0:32:03Their airline, airberlin, reassured them
0:32:03 > 0:32:06that when their suitcases turned up it would be in contact.
0:32:06 > 0:32:09But faced with a very long journey and none of the things they needed,
0:32:09 > 0:32:12Jenny and Charles turned to their travel insurance company for help.
0:32:13 > 0:32:16I phoned the insurance company,
0:32:16 > 0:32:19explained that we needed a lot of things as we were going on the train
0:32:19 > 0:32:23and they said, that's fine, just go ahead, get whatever you need.
0:32:23 > 0:32:27So instead of seeing various things we had been planning to see,
0:32:27 > 0:32:29we had to find somewhere to shop.
0:32:29 > 0:32:34So it was actually quite worrying, yeah, quite stressful.
0:32:36 > 0:32:39But at least the couple had the reassurance that the extra money spent
0:32:39 > 0:32:41could be claimed back once they got home.
0:32:41 > 0:32:44And the day before they were due to catch the train,
0:32:44 > 0:32:46they received some more good news.
0:32:46 > 0:32:51We were returning back to the hotel with a suitcase and the things we had bought
0:32:51 > 0:32:54and got a phone call about 7.00 in the evening
0:32:54 > 0:32:56saying that one suitcase had been found.
0:32:58 > 0:33:01Jenny's suitcase was at the airport ready to be picked up.
0:33:01 > 0:33:04I was very relieved that this first suitcase was mine.
0:33:04 > 0:33:06It was hers.
0:33:06 > 0:33:10I would finally have some clothes that I could wear
0:33:10 > 0:33:14and you were a bit disappointed that your suitcase was still missing.
0:33:14 > 0:33:16Yes.
0:33:17 > 0:33:19But with one of their cases safely returned,
0:33:19 > 0:33:23the couple set off on their train journey across Siberia.
0:33:23 > 0:33:26And it wasn't long before airberlin contacted them again.
0:33:26 > 0:33:29We were halfway across Russia,
0:33:29 > 0:33:32we got a text saying the second suitcase had arrived
0:33:32 > 0:33:34and could be sent on to us.
0:33:34 > 0:33:36But as we were constantly on the move,
0:33:36 > 0:33:39it was impossible to really meet up with our suitcase,
0:33:39 > 0:33:43so we asked for it to be sent back to the UK
0:33:43 > 0:33:46and arranged for it to be delivered to our house here.
0:33:46 > 0:33:49- That's Saint Petersburg.- Yes.
0:33:49 > 0:33:51But after their mammoth 19 days' journey,
0:33:51 > 0:33:55the couple returned home to find the suitcase had not arrived.
0:33:55 > 0:33:59And we got back and the suitcase wasn't here so, you know, gosh,
0:33:59 > 0:34:02what on earth has happened to it? Where is it?
0:34:02 > 0:34:06And all enquiries that we made to airport terminals
0:34:06 > 0:34:08led to no result at all.
0:34:08 > 0:34:11No-one seemed to know where it was.
0:34:11 > 0:34:15Now, according to official Civil Aviation Authority guidelines,
0:34:15 > 0:34:18if your suitcase has been missing for over 21 days,
0:34:18 > 0:34:20then it is officially declared as lost
0:34:20 > 0:34:24and you should be entitled to up to £1,000 compensation.
0:34:24 > 0:34:25But in order to claim this money,
0:34:25 > 0:34:29Jenny and Charles needed confirmation from airberlin
0:34:29 > 0:34:31that their suitcase had been declared lost.
0:34:31 > 0:34:34Without it they wouldn't get anywhere claiming back the money
0:34:34 > 0:34:37from either the airline or indeed their travel insurance.
0:34:37 > 0:34:39And I'm afraid that's how things turned out.
0:34:39 > 0:34:42The couple say that despite numerous e-mails,
0:34:42 > 0:34:45their inquiries to the airline went unanswered.
0:34:45 > 0:34:47You honestly don't know what to do
0:34:47 > 0:34:49because you think your insurance will pay
0:34:49 > 0:34:51and then there is a reason why they can't
0:34:51 > 0:34:53and you can't get hold of airberlin.
0:34:53 > 0:34:55You should have rights as a customer,
0:34:55 > 0:34:59but the whole process is going nowhere.
0:35:00 > 0:35:04The battle with airberlin for compensation went on for two years,
0:35:04 > 0:35:09although during that time the airline did make what the couple thought was a derisory offer.
0:35:10 > 0:35:13We finally got an e-mail back saying,
0:35:13 > 0:35:17"Since the replacement clothing you bought during your stay can be kept for future use,
0:35:17 > 0:35:23"we will refund 50% of your expenses, amounting to 653 euros.
0:35:23 > 0:35:27"But since we have to repay your insurance with the £500 they have paid you,
0:35:27 > 0:35:31"this amount would need to be deducted for the final settlement.
0:35:31 > 0:35:36"The remaining refund of 75 euros has been transferred to your bank account."
0:35:36 > 0:35:38That offer was an insult, I mean, really...
0:35:40 > 0:35:41..terrible.
0:35:41 > 0:35:45Thoroughly disappointed with the final amount they were offered,
0:35:45 > 0:35:48which fell far short of the value of the contents of their case,
0:35:48 > 0:35:51and indeed frustrated by the time it was taking to sort it all out,
0:35:51 > 0:35:54they seem to be running out of options.
0:35:54 > 0:35:57But then a friend recommended another avenue she could try.
0:35:57 > 0:36:00It is known as the European Small Claims Court
0:36:00 > 0:36:03and is a court system that works in much the same way
0:36:03 > 0:36:06as a Small Claims Court here in the UK.
0:36:06 > 0:36:10You can make a claim against any company that is outside the UK
0:36:10 > 0:36:12but part of the EU.
0:36:12 > 0:36:16So I went to the website for the European Small Claims Court,
0:36:16 > 0:36:20found the relative claim forms - there is four of them to do.
0:36:20 > 0:36:24It takes three or four days to be sure you have got it right,
0:36:24 > 0:36:28to look at the guidelines and understand what is being asked for.
0:36:29 > 0:36:32Then you post it off to the Crown Court.
0:36:34 > 0:36:38Jenny put in a claim against airberlin for £811.51,
0:36:38 > 0:36:41which included the total expenses incurred,
0:36:41 > 0:36:44the court processing fee and interest for the delay in payment.
0:36:44 > 0:36:48And to her delight and relief, just over a month later,
0:36:48 > 0:36:52she discovered the whole amount had been paid directly into her bank account.
0:36:52 > 0:36:54Oh, it was just a wonderful feeling
0:36:54 > 0:36:56because we worked so hard to get to this point
0:36:56 > 0:37:01and so many times had thought we weren't going to manage it
0:37:01 > 0:37:05and to hear that we had won the case was just absolutely fantastic.
0:37:05 > 0:37:06Fantastic.
0:37:06 > 0:37:11Fantastic feeling of relief and really it was quite astonishing
0:37:11 > 0:37:14and to feel that we didn't have to go any further
0:37:14 > 0:37:16and fight this any more.
0:37:16 > 0:37:19The relative ease with which the process was resolved
0:37:19 > 0:37:23with the European Small Claims Court compares very favourably
0:37:23 > 0:37:25with the long drawn-out battle with airberlin,
0:37:25 > 0:37:28which since filming this programme has gone into administration.
0:37:28 > 0:37:31A fact which may explain at least some of the delays
0:37:31 > 0:37:33the couple experienced.
0:37:33 > 0:37:37But using this little-known court could well be the solution
0:37:37 > 0:37:39to other disputes as well.
0:37:39 > 0:37:41And indeed, solicitor Neil Quantic
0:37:41 > 0:37:44is currently weighing up whether it might help in his case.
0:37:44 > 0:37:47He feels he has been left over 4,000 euros out of pocket
0:37:47 > 0:37:50after a villa he booked for a family holiday in Marbella
0:37:50 > 0:37:52left him feeling disappointed.
0:37:54 > 0:37:57We bought a week's stay in a luxury villa
0:37:57 > 0:37:59with a swimming pool and a Jacuzzi.
0:37:59 > 0:38:01This swimming pool was totally unusable
0:38:01 > 0:38:03and the Jacuzzi was out of action.
0:38:03 > 0:38:06The villa was dirty, there was broken furniture,
0:38:06 > 0:38:08the air conditioning didn't work.
0:38:08 > 0:38:11But critically it wasn't what we had paid for.
0:38:11 > 0:38:13On day one of their holiday,
0:38:13 > 0:38:16Neil contacted the owners of the villa to express his concerns.
0:38:16 > 0:38:20But it appeared there was very little they could do to put things right.
0:38:20 > 0:38:23We had no reassurance at all that the owners
0:38:23 > 0:38:25could rectify the problem at all,
0:38:25 > 0:38:29let alone in a time frame that was going to be acceptable for us,
0:38:29 > 0:38:31given that we were only there for seven days.
0:38:31 > 0:38:34Neil was offered an alternative villa,
0:38:34 > 0:38:36but he didn't consider that up to scratch either.
0:38:36 > 0:38:40It was a dumping ground, it wasn't ready for holiday let
0:38:40 > 0:38:43and it wasn't anything close to the villa that we had booked,
0:38:43 > 0:38:46so we didn't want to stay there as an alternative.
0:38:46 > 0:38:49It wasn't anything like the villa we had booked.
0:38:50 > 0:38:52Neil and his family didn't stay at either villa
0:38:52 > 0:38:56and instead drove around Marbella until they found an alternative.
0:38:56 > 0:39:00And once the holiday was over Neil started seeing how he could get back
0:39:00 > 0:39:04the 4,000 euros he had paid for a villa that he didn't even stay in.
0:39:04 > 0:39:08But he says he was told by the Spanish owners that, as he lives in the UK,
0:39:08 > 0:39:11he stands very little chance of getting any money back.
0:39:12 > 0:39:15We totally hit a brick wall with the owners.
0:39:15 > 0:39:19They made it quite clear they wouldn't refund any of the rental we paid
0:39:19 > 0:39:21and really the focus turned
0:39:21 > 0:39:25to not whether they should or shouldn't refund us
0:39:25 > 0:39:30but a view from them that we would never be able to catch up with them
0:39:30 > 0:39:34because they weren't resident in England, they were resident in Spain.
0:39:35 > 0:39:4012 months on, Neil hasn't received anything from the owners of the villa,
0:39:40 > 0:39:43but he too wonders if the European Small Claims Court could help
0:39:43 > 0:39:46and, despite spending over 20 years in law,
0:39:46 > 0:39:49it is an option that Neil didn't even know existed.
0:39:49 > 0:39:53I am a practising solicitor and have been all my career.
0:39:53 > 0:39:57I have been dealing with UK courts, not a consumer specialist,
0:39:57 > 0:40:02but hadn't come across at any point the fact that this European system
0:40:02 > 0:40:07was available to consumers and could be used without the help of lawyers
0:40:07 > 0:40:10in just the same way as our own small claims system
0:40:10 > 0:40:12can be used here in the UK.
0:40:14 > 0:40:16And while there is no certainty that he will win his case,
0:40:16 > 0:40:19which would mean losing the fee you pay to register the claim,
0:40:19 > 0:40:22Neil is just delighted to have another avenue to try.
0:40:22 > 0:40:27Making a claim against a foreign company abroad might seem daunting,
0:40:27 > 0:40:29but, as both Jenny and Charles found out,
0:40:29 > 0:40:32the whole process is surprisingly straightforward.
0:40:32 > 0:40:35And while Adam Mortimer from the European Consumer Centre
0:40:35 > 0:40:38says the claim court should only be used as a last resort,
0:40:38 > 0:40:42it is one that can be used in a real variety of situations
0:40:42 > 0:40:45where you feel a company owes you money.
0:40:45 > 0:40:47Such a wide range of cases that you can use this in.
0:40:47 > 0:40:52Anything from flight delays, from just general consumer purchases,
0:40:52 > 0:40:55goods not being delivered, car hire,
0:40:55 > 0:40:58purchases that you have made for accommodation, the list is endless.
0:40:58 > 0:41:01Any kind of consumer purchase.
0:41:01 > 0:41:03Obviously as the UK heads towards Brexit,
0:41:03 > 0:41:06there is some doubt over whether in future we will be able
0:41:06 > 0:41:09to make a claim through the European Small Claims Court.
0:41:09 > 0:41:13With leaving the EU, European Small Claims Court may not be an option for you.
0:41:13 > 0:41:16This could mean getting a lawyer and taking a court case
0:41:16 > 0:41:18through the country where the trader is based,
0:41:18 > 0:41:21incurring high fees and a lengthy delay.
0:41:21 > 0:41:23This is something that we'd obviously not like to see for consumers.
0:41:23 > 0:41:26So perhaps the best advice is, get in quick.
0:41:26 > 0:41:29And while Neil waits to hear the outcome in his case,
0:41:29 > 0:41:32Jenny remains thrilled at how it all worked out in hers.
0:41:32 > 0:41:35Without the European Small Claims Court,
0:41:35 > 0:41:37we would not have been successful.
0:41:37 > 0:41:39We would not have had the money refunded.
0:41:39 > 0:41:42So the public really need to know about this
0:41:42 > 0:41:47and the message needs to get out that there is something you can do.
0:41:52 > 0:41:55Rip-Off Britain wouldn't be here without your stories
0:41:55 > 0:41:58and we have got plenty of ways you can get in touch.
0:41:58 > 0:42:00You can send us an e-mail to...
0:42:03 > 0:42:05Or you can write to us at...
0:42:12 > 0:42:15But please do not send us original copies of any documents.
0:42:17 > 0:42:20And even if you haven't got a story that you would like us to investigate,
0:42:20 > 0:42:23you can join in with the conversation on our Facebook page.
0:42:23 > 0:42:26Just search BBC Rip Off Britain.
0:42:30 > 0:42:33Well, let's hope we've giving you plenty of pointers on what to do
0:42:33 > 0:42:35if you ever find yourself in situations
0:42:35 > 0:42:38like the ones we have been hearing about today.
0:42:38 > 0:42:40And remember, if all that fine print in the contract
0:42:40 > 0:42:42is a little too complicated and off-putting,
0:42:42 > 0:42:44you can always take your business elsewhere.
0:42:44 > 0:42:49That's true and that very wise advice is just about where we have to leave it for today.
0:42:49 > 0:42:50But I am delighted to say
0:42:50 > 0:42:53we have lots more Rip-Off Britain programmes
0:42:53 > 0:42:54coming up over the next few months.
0:42:54 > 0:42:58Not just on the subject of holidays but investigating your stories
0:42:58 > 0:43:01about food and indeed any consumer topic
0:43:01 > 0:43:04that has left you feeling let down or indeed ripped off.
0:43:04 > 0:43:06And of course it goes without saying,
0:43:06 > 0:43:09we would not have any of these programmes without you
0:43:09 > 0:43:12and without all of the experiences you are prepared to share with us
0:43:12 > 0:43:15so that others don't get caught out in the same way.
0:43:15 > 0:43:18So please do keep your stories, your e-mails and your letters coming.
0:43:18 > 0:43:21We really are very grateful for every single one of them.
0:43:21 > 0:43:24And we will be back to look into more of them very soon.
0:43:24 > 0:43:28- So, until then, from all of us on the team, bye-bye.- Bye.- Bye.