Episode 15 Rip Off Britain

We asked you to tell us who has left you feeling ripped off.

think it is very, very wrong for what they have done. The bank pass

charges, upon charges, upon charges. Legally it was right, morally, that

is where the question and doubt comes in my view. You contacted us

in your thousands, by post, e-mail, even stopping us in the street. And

the message could not be clearer. You don't always get a straight

answer, they try to to be you off. I'm not happy at all. There is

always the small print with the clause in thaw didn't realise.

are being ripped off big time. Whether it is a deliberate rip-off,

a simple mistake, or a catch in the small print, we will find out why

you are out of pocket, and what you can do about it. Keep asking the

questions, go to the top if you have to. We do get results, that is

the interesting thing. Your stories, your money, this is Rippon.

- Rip-Off Britain, welcome. Our aim is to investigate your stories and

give you the advice you need. We take on the companies no matter

how big or small on your behalf, and get the answers you deserve.

Today we will tackle the many pitfalls you have been talking

about in your holidays. The major concern is what many of you think

are unjust surcharges and administration fees.

Still to come on Rip-Off Britain, we tackle the issue of on-line

booking charges, why should you have to pay an extra cost just to

book a flight. We have made an extra �620 last year, for doing

absolutely nothing except booking a ticket with them and giving them

the custom. Our travel expert had some brilliant advice for the

people calling in to our pop-up shop. It is the airline which said,

when you turned up at the airport with the story, they said sorry we

won't take you. That strikes me as really, really hard hearted.

On to a subject, which judges from your e-mail, is one of the single

most infuriating things about buying a flight, that is the extra

charges that you will often need to pay, just for the privilege of

being able to use your own debit or credit card to purchase the ticket.

Surcharges like this have come under severe criticism from

consumer groups, and most recently from the Office of Fair Trading,

who have now started a formal investigation into whether or not

companies are actually hiding these extra costs from customers when

they are booking on-line. They are cost that is can very quickly add

up, especially if you are travelling in a group, and with

unairline in particular. Meet some of the members of the

Society of Mary in Ipswich. Rosemary, Bridgette, Celia and

David. They are an anglo-Catholic group, who travel as a pilgrimage

each year to the Festival of Our Lady of Grace in Italy. It is a big

prosession, which takes the statue of Our Lady down from the basilka

where it is normally kept, down to the town church there she remains

for a week. It is very important to us, the statue they originally take

to the prosession originally came from Ipswich, to the best of our

knowledge and belief. It has a strong link. Celia books all the

flights with Ryan air strikes the only airline that flies where and

when they want. She is always looking to keep costs down. People

can't afford to go on the trips, especially in the economic climate.

A lot of people who come are priests, they are not high earners.

Also the children with their families, they are not well off or

anything like that. We want to keep the costs right down so people can

feel that they can come. Ryanair, like many other airlines,

charge an administration fee when you book using a debit or credit

card. That is a cost added just for the privilege of paying by card.

Celia is not happy about it. We are getting nothing extra for it, it is

just making some extra money for them. I know they have to make a

profit, they are a business, but I think they are passing it on for a

service that isn't a service. Ryanair charge these fees per

person, per flight, they are currently �6 each way. For a family

of four going on a return trip, that is an extra �48. When Celia

last flew Ryanair the charge was �5 each way. Which for a group the

size of her's, really does add up. The actual booking fee for paying

for the tickets on-line would have cost us �10 a person, last year

that would have been all together, we had 62 people, including the

children, last year, that would have been �620. Remember, that's

not the cost of the flights, it is purely and simply the booking fee.

It affects the very people, like us, you know, who are trying to keep

the costs down. You have worked incredibly hard to get all the

other costs down. I did actually ask Ryanair if they did a group

rate, some airlines do, and they said, no.

But the size of the group should be irrelevant, because for every debit

card transaction, the airline is only charged about 20p by the bank,

however many people might be included in the booking. So if

customers have to pay �6 for each leg of a flight, that is quite a

mark-up. Recently, Which? Magazine launched

a supercomplaint, claiming charges like this penalise customers,

especially if they are not made clear. The European Parliament

agrees, it has introduced legislation to make them illegal by

2013. MEP Brian Simpson is chair of the Transport Committee. The new

directive is to stop companies charging excessive amounts for use

of credit and debit cards, when they themselves are not being

charged those amounts. It is seen as a protection for the consumers

that they are not getting ripped off on credit and debit card

charges. I just think it is a money-making tool for airlines at

the expense of the passengers. Office of Fair Trading has also

called for such charges to end. But, until they do, on Ryanair there is

only one way to avoid the booking charge. The airline has recently

launched what it calls a cash passport card, which is a prepaid

MasterCard that you get free from the airline, and then load up with

cash before using it. Pay with that, and there is no booking fee. But

otherwise, there is. Not that Ryanair sees it that way.

In typically robust manner they But after the amount of money they

paid out, our pilgrims wouldn't agree. For the one group they have

made an extra shall we say �620 last year for doing absolutely

nothing, except booking a ticket with them, giving them the custom.

We're at the Trafford Centre in Manchester, for the first time Rip-

Off Britain has opened its very first pop of up shop.

We have deemed up with BBC Learning to transform this shop into a one-

stop consumer advice shop, just for the weekend. That is because here

at Rip-Off Britain, we think it is really important for us to meet

people face-to-face, and hear your problems. And, this is the perfect

opportunity to do exactly that. We have a fantastic team of experts

here to help you with your problems. With a bit of luck we will put you

in touch with the right person to give you the right advice and send

you away feeling happier. It is amaze to go hear all the

different stories people have been telling us. Opening up our very own

pop-up shop here on Rippon is a great idea, it has given us the

opportunity to hear all those gripes and confusions and doubts

that are going on in your mind. I'm glad we are being kept busy, that

is what we are here to do. Clay popped in to see Simon after a

travel nightmare. He was taking his family on holiday from Manchester

to Corfu and on to Albania. But his suit cautious containing his on

ward travel tickets went missing between Manchester and Corfu.

asked them about catching the boat across Albania, and I have tickets

booked for travel across, so it is going to happen. The lady there

said, sorry, but I don't know when this case is going to be coming. So

I said what do I do then. She just told me she didn't know. I have to

stay in Corfu two more days, paying hotels and accommodation, plus I

paid extra money paying for the boat again to go across, I lost two

days in the hotel in Albania. I have been waiting for this holiday

for a year and they ruined it. were very badly advised in Corfu,

to say there is nothing we can do was completely reprehensible, I

have heard it said that we can't have cases flying around Europe if

there is no person on the plane. That is complete tosh, the bags go

missing the whole time, they are reunited, the vast majority by

putting them on other people's planes.

Are you saying he should pursue this to get an apology and some

money as well? There is no automatic right to compensation if

your bag goes astray but is then reunited with you. But in this case,

because you were not given proper information, you weren't given a

perfectly rational solution, you can quite legitimately go to them

and say your agent on the ground in Corfu messed up t cost me a great

deal of stress and money, please make a contribution towards that.

The only long-term thing, I think, to say, Julia, is if you have

really important stuff, never ever put it in case that you are

checking in. Because you simply don't know what is going to happen

to it. Anne Scott was also keen to meet

Simon, to see if he could help her with a claim she had rejected by

her insurance company, after her son lost his passport on a cruise

ship in Spain. He reported it to the cruise desk, and he was told

because I had a photocopy of his passport we would be OK in the

airport, and we took their word for it, we arrived at Barcelona airport,

he was turned back, he had to go to the consulate, we flew without him.

He they issued him with a temporary travel document that cost him over

100 euro, then new flights, taxi journalies back and forth, and the

train back home. I rang to claim and was told that on my policy, on

page 11, right down at the bottom, travel documents were not covered.

Even had I seen it, I wouldn't have assumed that meant passports.

know my insurance doesn't cover travel developments either, I

bought a cheap one through a comparison website, and I only

wanted it for certain things. Did you go for a more upmarket one?

went through a price comparison website and took the cheapest.

cost you �500, an awful lot of money, and yet I assume it was the

airline which said, when you turned up at the airport, with this story,

with a photocopy, they said, sorry, we will not take you. That strikes

me as really, really hard hearted, it is just one of those things,

where, you feel what a swiz, I completely sympathise, it seems

really unjust, but I can't see any way of getting a bean back.

If you want to make sure your travel insurance policy covers you,

should the worst happen, Simon is here with more useful information.

It is not illegal to leave the country without travel insurance,

but it is pretty silly. For just a few pounds you can pick up a no-

frills policy that will cover you for all the basics. Most important

of which is medical treatment abroad, and if necessary, an air

balm ambulance to bring you home. - - air ambulance to bring you home.

You must notify insurers of any preexisting medical conditions. If

you don't, and that trouble flares up on hole day, they won't pay out.

Skiing in the alps, white water rafting through Africa. If you are

planning anything remotely risky, for goodness sake tell the travel

insurance company in advance, otherwise you won't be covered. A

travel insurance policy isn't a carte blanche to do whatever you

want, including having a couple of drinks and do something reckless.

Your travel insurance policy doesn't cover stuff you do when

you're drunk. You might think you have a

perfectly legitimate claim, but the insurer won't pay out. That could

be because you haven't got the right documentation, whether that's

a letter from the doctor, or a certificate from the police. If you

have been robbed. And any photoic evidence you can gather could come

to the grb photographic evidence you can gather could come to your

aid. If you are still not happy with your travel insurance company

not settling up, go further. There is one country that insists on

travel insurance, it is Cuba, and you won't even be let through

immigration unless you can produce a valid certificate. If you are

planning more than one holiday in a year, and I certainly will be, then

for goodness sake get an annual insurance policy, it works out at

far better value. Still to come on Rip-Off Britain,

our experts have been rushed off their feet at our pop-up shop for

consumer advice. Any time of year with the holiday company simply

can't fill a space, they will say, OK, no single supplement, it might

be the backend of November, but you will get some good deals.

Travelling with any kind of mobility problems means extra care

for planning, in particular to make sure where you are going to stay

can accommodate you, and has all the right facilities. Doreen Drake

knows all about this better than most. Largely confined to a

mobility scooter, she totally adores going on cruises and has

always managed to book exactly the sort of room she needs, until her

most recent trip, when she wasn't given one, as far as the holiday

company was concerned, it seems, she just wasn't disabled enough.

Doreen Drake enjoyed life to the full until 11 years ago she

discovered she had multiple sclerosis. The former motorbike

race recorder is registered disabled, although she tries to

remain positive, her illness is debilitating. Just simple things,

it is difficult to do anything. As the day progresses, I need help.

Doreen uses a wheelchair and mobility scooter now, but doesn't

see why that shoe stop her going on holiday. -- should stop her going

on holiday she and her husband have found cruising to be the perfect

solution for them getting away from it all. When booking a cuedz, her

number one priority is to make sure she gets a cabin for the disabled.

My life depends on a disabled room. I couldn't survive without a

disabled room. I have to make sure there is no steps anywhere. Getting

over into a bath is a no-go, I wouldn't attempt it. Last year

Doreen and Albert decided to join friends on a trip on one of the

best known cruise operators, MSC. They hadn't tried the company

before, but they were looking forward to their holiday. From the

company's glossy website, anyone would think the same. When she

tried to book through travel agent, they said a cabin for the disabled

simply couldn't be guaranteed. She called up MSE cruises direct, she

said she was very clear about her needs. They showed me a priority

disabled cabin and it would be there, and asked me for the

dimensions of the mobility scooter, they knew I needed to be able to

get into a cabin on the scooter. the day the cruise was due to

depart from Dover, a huge traffic jam delayed Doreen and Albert's

journey from Bradford, they missed the scheduled departure and had to

join the ship two days late in Germany. When they arrived and

checked in, exhausted, they discovered they had not been

allocated a room for the disabled. There was a bath with a shower over

it. I couldn't climb into a bath. It upset me very much. Distraught

the couple complained, but were told that there were no more rooms

for the disabled available, and Doreen says the impact on the

holiday was huge. I couldn't get into the bath, so my husband had to

wash me, strip wash me every day. I can't function without having

things that a disabled person needs. I would never book a holiday or a

cruise or anything unless I could be satisfied that they had disabled

access. With the bathroom virtually a no-go area for Doreen, she

started to use her friend's room to shower. That wasn't ideal. I had to

go down four decks, in a bath robe, because if you could get in our

clothes it tires me out. I couldn't get into the cabin on my scooter,

so hi to leave it in the corridor. -- so I had to leave it in the

corridor. It was a nightmare. Several days and complaints later,

Doreen was given the use of a shower in an available cabin. Again,

she needed her husband to help her use it. Just hard work for him. You

know. He has looked after me and is my carer, it just made it harder to

cope. When the Drakes returned to Bradford and complained to MSC,

they were told that as there were only a limited number of rooms

available for the disabled, priority were given to passengers

who couldn't walk at all. Doreen didn't fill that criteria because

she told them, when booking, she could walk a few steps. They sent

me a medical sheet, and I had filled it in, and it had asked if I

could walk, and I had said yes, a few steps. I should have answered,

no, obviously. Albert was outraged and was

determined to get a refund, instead the company offered first 20%, then

50% off a future cruise as a gesture of goodwill. Albert turned

this down, when he sadly died suddenly in May, Doreen vow today

continue his fight for compensation. I'm just appalled at their attitude,

I wouldn't go if they gave me 100% again with them. I wouldn't have

They said it was only when they received her medical form a month

later, they realised she did. Based on the information on the form they

felt the room they had given her They are adamant Doreen did not

make that clear. Of course, Doreen insists she did. But her story

shows how vital it is that when making any travel plans that all

sides agree on exactly what has been booked.

Last year on Rip-Off Britain, reinvestigated on-line shopping

club that is offer discounts across a whole range of on-line and high

street purchases. Everyone loves a bargain, there is nothing wrong

with that, but it is the way some of the companies that get you to

sign up that has put them on our radar, especially after one viewer

wrote to us to say how he suddenly found himself locked into a credit

agreement, and he no idea he had seen signed up to it.

26-year-old recruitment consultant Darren, works hard, and plays hard.

Amongst his many hobbies he likes to travel. In May 2010, he decided

to take a break to Paris with his girlfriend, Kelly. I was

researching the best deals for flights to go over there, I found

one through Flybe, that was �280 return, I booked that. He was

thrilled with the price, he felt they were a Great Barr again, a

year later when looking at his bank account he noticed a payment he

didn't recognise. I check my on- line accounts a bit more meticulous,

I noticed �15 had been taken out of my K I did more research and

realised it had been happening for some time. 12 months from the trip

to Paris, a direct debit of �15 has been leaving Darren's account to a

company called Rewards First. never heard of this company and no

connection to them. I did research into the company, and nothing I

would be interested in, I would never pay �15 a month to their

service, to this day I don't know what they do. We can answer that.

Rewards First offer discounts and vouchers for internet shopping, in

turn for a monthly membership fee. Though he hadn't realised it, some

how during his on-line booking, it seems that Darren had got himself

all signed up. According to them I had agreed to membership, I never

even heard of this company before, so it was actually rubbish.

According to them I have entered my details and I greed to their

membership details and signed their terms, on-line. Over the 12 months

since his hole day, Darren had been charged around -- holiday, Darren

had been charged �200 for a service he never agreed to or warranted.

He's determined to get -- warranted, he's determined to get his money

back. I called them, I couldn't get through to them, I sent an e-mail

asking for a full refund. They said they were unable to do a refund

because I had signed their terms and entered my details on the

website. I didn't. I never talked to them, I tried to get on to them

on the phone and various e-mails back and forth, no help whatsoever.

I have asked to see proof that I have entered into their account,

they keep prolonging it, I'm still awaiting an e-mail confirmation

from them. Eventually Darren got in touch with the bank. I decided to

get in touch with my bank, they explained they were unable to stop

the money going through. Eventually they had to stop my entire bank

account and reopen a new one. Darren's bank has agreed to refund

the money. But Darren's experience, I'm afraid,

is all too common. In 2008 nearly 130,000 people joined schemes like

Rewards First, usually after clicking on a banner, promising �10

cashback or money off future purchases. Not awful them would

have known that they were signing up to a service they would be

charged for, or that it was run by a company totally separate from the

one whose site they were shopping on. But when we asked Rewards First

to comment: Flybe told us the same thing, any

links to an offer on their confirmation pay, makes it very

clear it comes from a third party and terms and conditions apply.

Now as I found out for myself, buying on-line can be a really cost

effective way to shop, but here comes the warning, before clicking

the payment button, do always read the small print, and make sure that

you aren't signing up to anything you don't want to. If you think a

company has taken money out of your account, without your authorisation,

or you don't recognise any of the transactions, David Cresswell from

the financial ombudzman service has advice. The om mudman looks as

cases from consumers who are unhappy about the unauthorised

transaction on the debit or credit card statement. An unauthorised

transaction is one consumers say they are not responsible for, they

don't recognise and has nothing to do with them. Every month the

ombudsman gets complaints related to standing orders and continuous

payment orders. The difference between continuous payment

authorities and direct debits is that you can't cancel a continuous

payment authority with your bank. It was a separate agreement that

you set up with the company, that you got the goods from.

Whether it is an on-line service, or whether it is a magazine

subscription. You do have to give permission if you are setting up a

continuous payment authority, but a lot of people don't read the small

print, so they don't know that this is actually what they have done. Be

particularly careful if you are setting up a trial arrangement,

perhaps there are a few copies of a magazine, because there may well be

that you inadvertantly sign a continuous payment authority. If

you have a problem with a continuous payment authority, and

you can't sort it out directly with the company involved, or with your

own credit card company or bank, get in touch with the ombudzman,

and we will try to work out with you what it is that has gone wrong

and whether we can help. companies don't always make things

easy to understand, and it can be confusing to work out why you

didn't get what you expected. To help you out we have put together a

book to sort things out. You can find a link on the website.

To receive a copy in the post send an A5 self-addressed envelope to

the address we will give you at the end.

Opening up a pop-up shop in Manchester has been great way of

getting in touch with you direct, and hearing about problems face-to-

face. I'm May from Chester. What has

brought you to us today? Single supplement holidays.

It is not just in the queue that we are hearing about your travel

problems. People are expressing their concern in our gripe box too.

I have had a bad experience with a holiday recently. My issue is

single supplements in hotels and cruises. I just want to air my

grievance about the price of holiday through school holiday time.

In order to go to Portugal for two weeks in July it will cost us �,000.

Many of you have been telling bus the problems you have had away on

holiday you have been speaking our travel -- keeping our travel expert,

Simon, very busy. The fact that you are with the

famous simmon, you have to have a problem with travel? Yes, I was

going on holiday and found out information going to Lake Garda,

the holiday started at �989,, now it is �789. You feel hard done

by with the single supplement. I find it hard to understand the

single supplements? One of the biggest rip-offs in Britain is the

whole travel industry is designed for people in couples. Most hotels

just have twin rooms. Cruiseships generally have cabin force two

people. Result of that they will charge you for that empty bed. I

have heard of 100% supplements because you are not tipping the

crew, you are not going off and drinking because there is only one

of you. It is a real, real unfortunate situation to be in. You

can take action. Any time of year where the holiday company simply

can't fill the spai, they will say no single supplement. It might be

the back end of November but you will get good deals. Timing is the

secret of anything in travel. If you can go in November, ideal month

to go pretty much anywhere in the world. You know what you might go

on a singles' holiday, find a lovely man, that is the enof the --

end of the problems. I might not come back! Write if you find a man!

The world has become a smaller place, cheaper flights have opened

up the skies and made travelling to far flung places as easy as driving

to the other end of the country. But sometimes things go wrong,

those aifrlly laid travel plans may have to be cancelled. If the, you

could find yourself hit -- if they are, you could find yourself with

charges you wouldn't expect. One of our viewers was furious when that

happened to her. Anne and Bruno are living proof

that blind dates can bring true love. Their meeting was set up by

Anne's cousin, after Bruno came to England to learn the language.

met Bruno in Huddersfield, we met on a blind date. He was going to

stay just for 18 month, but he met me, and decided to stay here and

live here. We have been married for 50 years next member. Bruno is a

wonderful husband and we are really very happy. With most of Bruno's

family still in Italy, the Huddersfield family have many happy

trips there. We like the people, we like the food, most of all, we

enjoy going out, and we enjoy staying with relatives. In June,

2011, Anne booked for the couple to fly to Milan with Flybe, two weeks

before they were due to travel, their plans were thrown into chaos

when Bruno had sudden severe chest pains. It was quite a shock when I

had to call for the ambulance. He was admitted to hospital, he stayed

in there three days. We thought it was a heart attack, but it was a

severe angina attack. Anne cancelled the flights, rang

her travel insurance company, and then concentrated on her husband's

recuperation. It was quite hard, really, he wasn't sleeping very

well, and we were up an awful lot in the night. He was worried, I was

worried. We were having to ring the doctor all the time. It was really

stressful. Luckily the couples' insurers

agreed to cover the cost of the flights and most of the charges,

but said Anne would have to contact the airline to reclaim the taxes

she had paid. So she did. When Flybe agreed to refund the money,

Anne was delighted, or she was, until she found out exactly what

she would get back. When Flybe wrote to her, they said although

they would refund the taxes, it was my mus the administration fee.

Let's see how that break down. The I couldn't believe they were

repaying �1.22, how could that be, unbelievable. I wrote them a letter

and asked them if they would have a re-think. And I was enclosing a

cheque for the �1.22, I would have liked to tell them where to stick

this check cheque, but I'm too much of a lady to do that.

In August, they wrote to Anne to say they would be prepared to pay

out the full value of the taxes afterall, but not in cash, in

vouchers. By Anne is refusing to accept. I didn't pay them in

vouchers and I don't see why they should repay us in vouchers, we

want the money back, because we paid them money for the tickets.

We contacted Flybe who said their fares are non-refundable and during

the booking processes it shows there are terms and conditions

applied to airport charges and taxes, which need to be accepted

before a booking is confirmed. As fou for the cost of their admin

charge, they justified that by saying there are a number of

internal and external costs, requiring a combination of manual

and automated processes. But that doesn't fly with Anne. Now

Bruno is on his way to recovery, she's looking forward to future

trips to Italy with her family, but says next time she will be booking

with a different airline. When you are planning a holiday it

is not unreasonable to expect to know exactly how much your flight

is going to cost, so that you can do price comparison, and budget

accordingly. You would think. Unfortunately, as we have been

hearing, all those pesky little surcharges, and the hidden extras

can add up to a very expensive nasty surprise. Time to talk to the

consumer affairs minister, and find out what, if anything, the

Government can do about it. Minister, British consumers are not

just fed up they are down right angry at the fact that when so

often they book an airline ticket and other kinds of tickets, that

there are hidden charges and surcharges, what is your reaction?

I completely share their anger. Many times I have booked an air

ticket on-line, you get to right to the end, you have been going

through the website, you have filled in lots of boxes, ten

minutes later you find you are being asked to pay a price which

you didn't expect. I can understand people's anger, that's why we want

to do something about it. How are you going to know whether they are

excessive or not, has anyone in the Government or the OFT done the math,

the companies will say they are not surcharges but they are covering

our overheads, or they will say, quite legitimately, as a company we

need it make a profit? You are right to say there is a question of

fact here, how much is the business having to pay to the provider of

the payment processing services to make that payment. That will be a

question when we implement the legal changes. I can tell you what

they are, we have done the math and worked it out? It will vary,

depending on the type of payment on the credit card. On average if you

use a credit card it is 1-2% of the price, if you use a debit card it

is 10-20p charged by the operator to the company. If a company is

charging �6 for us to use your debit card they are making profit.

If we have a law to ban surcharges they will not be able to make the

profit. They claim they are not surcharges, how do you close the

loophole that says this is a surcharge, that is an acceptable

form of profit making? These are complicated matters, you are right

to raise that point with me. We want to make sure when we transpose

this European legislation we get it right, so there aren't loopholes.

For example, if we tried to do this just nationally there is a danger

that some airlines, that aren't based in the UK, would escape. That

is one of the benefits of having European legislation here. European

legislation won't come in for ten years, in the meantime British

consumers are having to deal with the loopholes? There are

protections. It is not strong enough, they are getting away with

it? Quite a few of them aren't. The Office of Fair Trading now have

under the consumer protection regulations are getting greater

transparency, they have voluntary agreements with a number of

airlines so these surcharges are put up front, sometimes you see

Governments legislating rather too quickly, getting it wrong and they

haven't dealt with the problem. We will not make that mistake. What

you are doing is everything you possibly can to make sure from here

on in the British consumer has the protection, not just of the OFT,

but the Government to protect those vulnerable in society? Absolutely.

The vulnerable in society get a rough deal in a number of areas, we

have to make sure they are protected.

Thank you. Here at Rip-Off Britain, we are

always ready to investigate more of your stories. Confused over your

bills, trying to wade through endless small print, that leaves

you none the wiser. I might have been stupid for not reading it, or

I have read it and not took it in. I could kick meself, Rhyl could.

Unsure what to do when you discover you have lost out. That called

great deal has ended up costing you money. I thought this cannot be

true, it is totally unacceptable, I was so angry.

You might have a cautionary tale of your own and want to share your

mistakes with us, so others won't do the same. Nobody knows about

this, this is very, very strange to me, I really would like to get this

much clearer. You can write to us on the above

The team is ready and waiting to investigate your stories.

That's all for today. We have heard some brilliant advice from our

experts on what to be aware of when you are booking your holidays and

insurance. So the message is, obvious lie

don't be put off going on holiday, but the main point to remember is

to carefully read the small print of your policies, and once gist

again, it is the old addage of, be aware of your rights, and shop

around, you might find a better bargain.