0:00:02 > 0:00:04Money's tight. Every pound is precious.
0:00:04 > 0:00:07But wherever you turn, big companies are determined to squeeze you
0:00:07 > 0:00:10even more, with their tricks.
0:00:11 > 0:00:13£4.15, I'm not paying that.
0:00:15 > 0:00:19But this is the series that's determined to stop them.
0:00:19 > 0:00:21Ha-ha-ha-ha. I foiled that trick.
0:00:23 > 0:00:26Each week, we go undercover to expose their tactics.
0:00:26 > 0:00:29It's like a thing to get people through the door.
0:00:29 > 0:00:31It's not as if they're trying to hide it.
0:00:31 > 0:00:34We talk to the whistleblowers.
0:00:34 > 0:00:37- It's quite a trick. - It is a trick. Nothing but a trick.
0:00:37 > 0:00:39And reveal how YOU can fight back.
0:00:39 > 0:00:43So would you like to know what in total you managed to save?
0:00:43 > 0:00:47- £1,293.- Wow.
0:00:47 > 0:00:51Yes, whether we're going on holiday, buying a car,
0:00:51 > 0:00:53furnishing our homes
0:00:53 > 0:00:55or enjoying time off,
0:00:55 > 0:00:58there can be shocking underhand ploys to avoid.
0:00:59 > 0:01:02Do you want know the secrets as well? Then keep watching.
0:01:02 > 0:01:04This is Your Money, Their Tricks.
0:01:25 > 0:01:29Tonight, holidays. Parking your car at the airport?
0:01:29 > 0:01:31Can you escape the sky-high costs?
0:01:33 > 0:01:34£30?
0:01:34 > 0:01:36That's more than twice what it would cost me
0:01:36 > 0:01:38to leave my private plane there.
0:01:38 > 0:01:41But if you're paying someone else to take care of it,
0:01:41 > 0:01:44be careful who you choose.
0:01:44 > 0:01:46When I returned from my holiday every single panel
0:01:46 > 0:01:48on the car had been damaged,
0:01:48 > 0:01:51and three of the four tyres had been punctured with a sharp instrument.
0:01:51 > 0:01:52Cruising instead of flying?
0:01:52 > 0:01:55How sailing solo could cost you hundreds more.
0:01:57 > 0:02:02If I booked this cabin for the next available cruise on this ship,
0:02:02 > 0:02:08it would cost me £3,668.
0:02:08 > 0:02:12I feel as though they are discriminating against single travellers.
0:02:14 > 0:02:18Plus, I go undercover, to reveal the perils of car hire abroad.
0:02:19 > 0:02:23Even if I bring it back half-full I don't get a refund?
0:02:25 > 0:02:28And those confusing cabin luggage rules.
0:02:34 > 0:02:37But there are signs around the airport. Does it not say that
0:02:37 > 0:02:39it's law on their signs?
0:02:41 > 0:02:43So is it check it in for 50 euros or leave it behind?
0:02:53 > 0:02:56So, holiday time. We won't see each other for a while.
0:02:56 > 0:02:58- Where are you off to? - BOTH: Costa Blanca.
0:02:58 > 0:03:02That's a coincidence. Whereabouts, exactly?
0:03:02 > 0:03:03BOTH: Alicante.
0:03:03 > 0:03:06You'll be on the same flight, that's amazing. How much did you pay?
0:03:06 > 0:03:10Oh, I found a ticket in the sale. £81 one way.
0:03:10 > 0:03:12- Bit of a bargain, eh?- In the sale?
0:03:12 > 0:03:14How come I saw the same ticket for just £76?
0:03:14 > 0:03:18Oh, dear. Looks like you've been had by the ad.
0:03:23 > 0:03:26Yes, it certainly seems as if I could have been tricked,
0:03:26 > 0:03:28even before I set off.
0:03:28 > 0:03:32Spend ages scouring the newspapers and websites in search of the best offers...
0:03:35 > 0:03:37..and you could STILL end up paying more.
0:03:40 > 0:03:44Why? I mean, I thought sale meant CHEAPER.
0:03:44 > 0:03:47But then English was never my strong point, so what do I know?
0:03:47 > 0:03:49If only there was someone I could turn to.
0:03:49 > 0:03:52Someone who knows everything there IS to know about words.
0:03:53 > 0:03:57Sale. "A special disposal of shop goods at rates lower
0:03:57 > 0:03:59"than those usually charged."
0:04:00 > 0:04:05OK, I was right. Sale DOES mean cheaper.
0:04:05 > 0:04:07But someone really needs to tell the airlines.
0:04:07 > 0:04:09Because, over the last year,
0:04:09 > 0:04:12we've been monitoring some of their own so-called sales.
0:04:12 > 0:04:14We've got stacks of data.
0:04:14 > 0:04:17I just need somewhere nice and quiet to study it all.
0:04:19 > 0:04:20Yeah, this'll do.
0:04:27 > 0:04:29Where to begin?
0:04:29 > 0:04:31Right, Fly Thomas Cook.
0:04:31 > 0:04:33This airline certainly doesn't always follow
0:04:33 > 0:04:36the dictionary definition of "sale."
0:04:36 > 0:04:38If I'd booked this return flight from Birmingham to
0:04:38 > 0:04:40Sharm El Sheikh, Egypt,
0:04:40 > 0:04:45in their January Deals Sale, I'd have paid a total of £257.48.
0:04:45 > 0:04:48But when we looked six days later -
0:04:48 > 0:04:53just five days after the sale ENDED, that same return flight was
0:04:53 > 0:04:56only £161.48.
0:04:56 > 0:04:59Almost £100 cheaper!
0:04:59 > 0:05:04It was the same story with flights to other destinations.
0:05:04 > 0:05:08Fly Thomas Cook had encouraged people to buy while the sale was on,
0:05:08 > 0:05:10only to reduce the prices afterwards.
0:05:11 > 0:05:15In fact, of the ten return flights we monitored in this sale,
0:05:15 > 0:05:19seven of them were cheaper within a week of the sale ending.
0:05:19 > 0:05:21This is most misleading.
0:05:21 > 0:05:24The consumer is going to think that unless they act quickly, the price
0:05:24 > 0:05:29is going to be more expensive and this isn't always the case.
0:05:29 > 0:05:33If an average consumer realises that they're going to be able to buy
0:05:33 > 0:05:39the same return flight considerably cheaper a week after the sale ends,
0:05:39 > 0:05:43they would delay their purchase until after the end of the sale.
0:05:45 > 0:05:49But they're certainly not alone in lowering prices once a sale is over.
0:05:49 > 0:05:52In fact, we found six other major airlines
0:05:52 > 0:05:55doing exactly the same thing. Sneaky.
0:05:57 > 0:06:01You know, I think the airlines have a potential problem here.
0:06:01 > 0:06:04If they keep advertising so-called sales, then bring
0:06:04 > 0:06:10the price down afterwards, we customers are going to grow cynical.
0:06:10 > 0:06:14So, how do they convince us their so-called deals really ARE genuine?
0:06:14 > 0:06:16Well, if you're Fly Thomas Cook,
0:06:16 > 0:06:19you don't just advertise any old sale.
0:06:19 > 0:06:22You advertise the BIGGEST EVER flight sale.
0:06:24 > 0:06:27"Up to £30 off all return flights.
0:06:27 > 0:06:31"Sale countdown has begun so book your flight before time runs out."
0:06:32 > 0:06:36Fly Thomas Cook ran this ad campaign back in January.
0:06:36 > 0:06:39With the clock ticking, we called up three times to check it
0:06:39 > 0:06:41really WAS the best time to buy.
0:06:41 > 0:06:45On two out of three of those calls, they told us something like this.
0:07:00 > 0:07:04Convincing. But untrue.
0:07:04 > 0:07:08Because, the day after this so-called "Biggest ever" sale ended,
0:07:08 > 0:07:11Thomas Cook launched a new one.
0:07:11 > 0:07:12Three days into which,
0:07:12 > 0:07:16eight of the ten return flights we monitored became even cheaper.
0:07:16 > 0:07:20Good evening, Fly Thomas Cook. How may I help you?
0:07:20 > 0:07:23Oh, hi. I was just looking at your website...
0:07:23 > 0:07:27'In fact, after that new sale, you know, the one that came
0:07:27 > 0:07:30'after their so-called "biggest ever" sale - the airline went on to
0:07:30 > 0:07:34'extend or launch new sales, a further nine times.
0:07:35 > 0:07:40'Which left me baffled. And in need of some answers.
0:07:40 > 0:07:43So it's definitely the cheapest time to buy before...
0:07:48 > 0:07:51So the price won't come down after the sale ends?
0:07:54 > 0:07:56It was just that it was back in January that
0:07:56 > 0:07:58I was looking at this flight.
0:07:58 > 0:08:02It's the Gatwick to Orlando flight and then it was in the biggest ever
0:08:02 > 0:08:07sale and it was £582.42.
0:08:07 > 0:08:10But then there was another sale and the price actually went down
0:08:10 > 0:08:18to £562. And then the sale continued and it went down to £472.
0:08:18 > 0:08:25And then it went up to £500, before coming back down to £382, but
0:08:25 > 0:08:31now it's £462 which is £100 cheaper than it was in the biggest ever sale,
0:08:31 > 0:08:34so I'm a little bit confused about what "Biggest Ever Sale" means.
0:08:50 > 0:08:53OK, but do you think I should risk it for today?
0:08:53 > 0:08:55Do you think it will be the cheapest price today?
0:08:55 > 0:08:57Do you think I should get the ticket today?
0:09:16 > 0:09:18Thank you. Bye.
0:09:18 > 0:09:20Well, I thought I was happy to pay that latest price,
0:09:20 > 0:09:22until the very next day,
0:09:22 > 0:09:27when there was another new sale and Fly Thomas Cook reduced that return flight by £20.
0:09:28 > 0:09:31The airline have since told us, their prices are reduced
0:09:31 > 0:09:34from the fare previously available. Prices after a sale remain
0:09:34 > 0:09:37fluid and they can go up or down at any time,
0:09:37 > 0:09:41depending on the number of seats remaining, closer to departure date.
0:09:41 > 0:09:43However, they add that they're now reviewing how
0:09:43 > 0:09:46they present their prices during such a sale.
0:09:46 > 0:09:50Airlines ought to be able to regulate their prices properly
0:09:50 > 0:09:54and know when their sales are starting and ending.
0:09:54 > 0:09:58If consumers are given misleading price indications which cause them
0:09:58 > 0:10:02to make different transactional decisions, there may well be
0:10:02 > 0:10:06a breach of the regulations and this could even lead to prosecutions.
0:10:08 > 0:10:12Well, we'll leave any potential prosecutions to the authorities.
0:10:12 > 0:10:15But in the meantime, what can you do to make sure you're
0:10:15 > 0:10:17getting the best deal on your flight?
0:10:17 > 0:10:21Well, as we've discovered, prices can fluctuate dramatically.
0:10:21 > 0:10:25You might not always want to take the word "sale" at face value.
0:10:25 > 0:10:27Instead, consider flying on a Tuesday.
0:10:27 > 0:10:32According to research, it could be 35% cheaper than a Friday.
0:10:32 > 0:10:36And don't come back on a Sunday, that's the priciest day to fly.
0:10:36 > 0:10:39For more information and advice you can visit our website:
0:10:49 > 0:10:53OK, you've now booked your flight. You're at the airport.
0:10:53 > 0:10:55So, where do you park your car?
0:10:55 > 0:10:59You could go Long Stay, Short Stay, Mid Stay or Park and Ride.
0:11:00 > 0:11:03The problem is none of them come cheap.
0:11:03 > 0:11:08You see, this country has some of the most expensive airport car parks in Europe.
0:11:08 > 0:11:11Parking at one airport in particular can cost you
0:11:11 > 0:11:15for two weeks nearly £110.
0:11:15 > 0:11:18In fact, the average price for a fortnight's parking
0:11:18 > 0:11:23at Britain's five biggest airports is a whopping £82.
0:11:23 > 0:11:26Compare that to Germany, where it's £67.
0:11:26 > 0:11:29Yes, an ordinary holiday-maker can pay through the nose
0:11:29 > 0:11:31for leaving a car at a UK airport.
0:11:31 > 0:11:33Now, if you were a real jet-setter...
0:11:33 > 0:11:36I wonder if you could just give me some information, please.
0:11:36 > 0:11:41How much would it be to park my private plane at your airport?
0:11:41 > 0:11:43It's just under two tonnes in weight.
0:11:46 > 0:11:47Yeah, a day's parking. Yep.
0:11:48 > 0:11:49Excluding VAT, yeah?
0:11:52 > 0:11:56So it's going to be about 13 quid, something like that? Yeah?
0:11:58 > 0:12:00It's quite cheap that, isn't it?
0:12:06 > 0:12:10To find out just how MUCH more, I gave their car park a call.
0:12:10 > 0:12:15What's the cheapest rate for parking my car at the airport
0:12:15 > 0:12:16for 24 hours?
0:12:20 > 0:12:23£30? That's more than twice what it would cost me
0:12:23 > 0:12:25to leave my private plane there.
0:12:25 > 0:12:26SHE LAUGHS
0:12:27 > 0:12:31Yes, in four out of the country's ten busiest airports, we found
0:12:31 > 0:12:34parking a small aircraft for 24 hours to be cheaper than a car.
0:12:35 > 0:12:39Of course, you could always get someone else to park your car for you.
0:12:39 > 0:12:41You'll find them at every major airport.
0:12:41 > 0:12:47They're called "Meet and Greet" companies. Simple concept.
0:12:47 > 0:12:50Forget the hassle of finding a space,
0:12:50 > 0:12:54you get an employee to meet you at the airport and do it for you.
0:12:54 > 0:12:58Then when you come back, they're there to greet you with the keys.
0:12:58 > 0:13:02In the meantime, your car has been kept in a secure location.
0:13:02 > 0:13:05And when I say "secure", I mean...
0:13:05 > 0:13:07Secure.
0:13:07 > 0:13:09"To keep safe from danger, harm, or loss,
0:13:09 > 0:13:12"to ensure the safety of, to protect.
0:13:12 > 0:13:16"Or to fence off, to enclose by or with a barrier."
0:13:19 > 0:13:23Exactly. Just because some of these companies promise
0:13:23 > 0:13:27to keep your car secure doesn't mean that they necessarily will.
0:13:28 > 0:13:30And how do I know?
0:13:30 > 0:13:32Because I've tracked down a man who not only used to work
0:13:32 > 0:13:34for one of them. He's also willing to talk to me.
0:14:01 > 0:14:04Last year, you worked for one of these meet and greet companies.
0:14:04 > 0:14:08When people leave their cars with a company like the one that you
0:14:08 > 0:14:11worked for, you expect it's going to be looked after,
0:14:11 > 0:14:13and you expect it's going to be secure.
0:14:13 > 0:14:15What is your experience?
0:14:15 > 0:14:18Basically, they'll take the car,
0:14:18 > 0:14:20assure the customer the car will be fine
0:14:20 > 0:14:23but it's what happens after the car's been taken away.
0:14:23 > 0:14:27You'll get staff members eating in there, driving it around,
0:14:27 > 0:14:29picking other staff members up.
0:14:29 > 0:14:32Are they careful to keep the cars in good condition
0:14:32 > 0:14:34and to keep them clean or not?
0:14:34 > 0:14:35No, not really.
0:14:35 > 0:14:38They'll have mud on their shoes while they sit in the car.
0:14:38 > 0:14:40Eating in the car.
0:14:40 > 0:14:43A number of times I've seen someone smoking in the car.
0:14:43 > 0:14:47- It's like they don't really care. - Are they kept secure at night?
0:14:47 > 0:14:48I wouldn't say it was secure,
0:14:48 > 0:14:51secure as in the fact that no-one could get in. It was cordoned off.
0:14:51 > 0:14:54It had fences all the way around. You had two barriers.
0:14:54 > 0:14:57You could walk into there but you couldn't drive into there.
0:14:57 > 0:14:58What sort of damage was done to the cars?
0:14:58 > 0:15:02There was a few cases where people hit bollards and walls
0:15:02 > 0:15:06and fences reversing back or hitting a lamp post.
0:15:06 > 0:15:10Reversing into other cars. Scratches and dents mainly.
0:15:11 > 0:15:12Thanks for that.
0:15:17 > 0:15:22Interesting. But that's one company. One view.
0:15:22 > 0:15:23What about the others?
0:15:29 > 0:15:31How many of them
0:15:31 > 0:15:34are tricking us into believing our car's secure when it isn't?
0:15:35 > 0:15:38We've heard from holiday-makers who've left their cars
0:15:38 > 0:15:40with other meet and greet companies.
0:15:40 > 0:15:44And they've come home to find, well, I'll let them tell you.
0:15:46 > 0:15:49When I returned from my holiday, I found that every single panel
0:15:49 > 0:15:51on the car had been damaged,
0:15:51 > 0:15:55and three of the four tyres had been punctured with a sharp instrument.
0:15:55 > 0:15:57I reported it to the police and they told me
0:15:57 > 0:16:01that my vehicle was one of 40 that had been damaged in a similar
0:16:01 > 0:16:05fashion and that, in fact, the cars had been parked in an open field.
0:16:05 > 0:16:08With no security at all.
0:16:08 > 0:16:09When I collected my car,
0:16:09 > 0:16:11everything was absolutely fine.
0:16:11 > 0:16:16It wasn't until a little bit later, I received a car parking fine.
0:16:16 > 0:16:19My car had been parked in a McDonalds car park,
0:16:19 > 0:16:23while it was supposedly in their car park.
0:16:23 > 0:16:25The company refused to pay,
0:16:25 > 0:16:29so I then started getting letters from the debt collectors.
0:16:29 > 0:16:32What was my car doing parked in a McDonalds car park
0:16:32 > 0:16:38when I paid for it to be in a secure car park with surveillance cameras?
0:16:39 > 0:16:42We've also heard from other drivers who've complained about
0:16:42 > 0:16:44tampered keys and locks.
0:16:44 > 0:16:46Scratches.
0:16:46 > 0:16:50And even tyres being replaced with old un-roadworthy ones.
0:16:52 > 0:16:55Now, there are meet and greet companies out there
0:16:55 > 0:16:56who operate safely and legitimately.
0:16:56 > 0:17:00But how many are not delivering the security they promise?
0:17:00 > 0:17:02Time for our own little survey.
0:17:03 > 0:17:05Six cars.
0:17:05 > 0:17:09Booked in with six different companies. At three major airports.
0:17:09 > 0:17:12What could go wrong? Find out later.
0:17:19 > 0:17:21Cruises. More popular than ever.
0:17:21 > 0:17:25We took more than 1.7 million of them in 2012,
0:17:25 > 0:17:27and that figure's set to rise this year.
0:17:27 > 0:17:28And you can see why.
0:17:28 > 0:17:31They advertise top class accommodation,
0:17:31 > 0:17:34food and drink at your fingertips and days of endless sun.
0:17:34 > 0:17:36What's not to like?
0:17:38 > 0:17:42Well, as with any holiday, there are a whole host of tricks that
0:17:42 > 0:17:44can leave you hundreds of pounds out of pocket.
0:17:44 > 0:17:47So, I'm taking to the water to meet some people who know
0:17:47 > 0:17:52everything there is to know about cruises and how to survive them.
0:17:54 > 0:17:55Meet Gill and Bill.
0:17:56 > 0:17:57Gifty and Gordon.
0:18:00 > 0:18:01And Reggie.
0:18:01 > 0:18:03Veteran cruisers all.
0:18:09 > 0:18:12- Right, are we ready to set sail? - HORN BLARES
0:18:14 > 0:18:16OK, it's hardly the Queen Mary II, but it'll do.
0:18:18 > 0:18:21Now, the first thing to negotiate is the booking process.
0:18:23 > 0:18:26- Hello.- Hi, Sian.
0:18:26 > 0:18:29So how many years have you been going on cruises?
0:18:29 > 0:18:31Oh, quite a few years, Sian.
0:18:31 > 0:18:34In fact, I used to work on board cruises for some five years.
0:18:34 > 0:18:36Travelled the world.
0:18:36 > 0:18:39With experience like that, you'd think this couple would be
0:18:39 > 0:18:41alive to every ploy.
0:18:41 > 0:18:45But even they were caught out recently by tricks like these.
0:18:47 > 0:18:50Bill and Gill booked a Norwegian fjords cruise with P&O
0:18:50 > 0:18:52through Thomas Cook.
0:18:52 > 0:18:54Choosing the company's so-called "vantage" fare
0:18:54 > 0:18:57they paid £890 each for a balcony cabin.
0:18:57 > 0:18:59Not cheap.
0:18:59 > 0:19:02But then the vantage fare does mean that if the holiday comes down in
0:19:02 > 0:19:07price between booking and departure, P&O will refund the difference by
0:19:07 > 0:19:12issuing onboard spending money or a cabin upgrade of equivalent value.
0:19:12 > 0:19:18Now that's just as well, because this one did come down. Hugely.
0:19:18 > 0:19:24Our cruise was discounted by over £700 per couple for a similar cabin,
0:19:24 > 0:19:28outside balcony cabin. Over £700, Sian.
0:19:28 > 0:19:32So when you saw there was a difference in £700, what did you do?
0:19:32 > 0:19:35Well, of course we were delighted that,
0:19:35 > 0:19:37by booking the vantage fare,
0:19:37 > 0:19:42that we would be compensated by this reduction of some £700.
0:19:42 > 0:19:46So I immediately contacted both P&O and Thomas Cook.
0:19:47 > 0:19:51But P&O refused. Why? Well, how about this?
0:19:51 > 0:19:54The company called the new prices getaway fares.
0:19:54 > 0:19:56And, simply by giving them a different name,
0:19:56 > 0:19:59with slightly different terms and conditions, they don't have
0:19:59 > 0:20:04to compensate customers who booked under the vantage fares scheme.
0:20:04 > 0:20:06It's the same holiday,
0:20:06 > 0:20:10booked in confidence under the vantage fare with the price promise.
0:20:10 > 0:20:13There's just no point in paying so far in advance.
0:20:13 > 0:20:17By introducing this getaway fare, which is basically another title
0:20:17 > 0:20:21for exactly the same cruise, similar cabin...
0:20:21 > 0:20:23I feel it's a bit underhand.
0:20:23 > 0:20:26P&O told us they've honoured the price promise on tens of thousands
0:20:26 > 0:20:29of bookings since introducing the vantage fare last year.
0:20:29 > 0:20:32They say they publicised the fact they would be likely to
0:20:32 > 0:20:35introduce getaway fares on some cruises.
0:20:35 > 0:20:38And the high demand for vantage fares confirmed that many customers
0:20:38 > 0:20:40prefer the peace of mind of securing a cabin location,
0:20:40 > 0:20:44plus other benefits like cancellation protection.
0:20:44 > 0:20:45They apologise to the Collins'
0:20:45 > 0:20:48if they feel they didn't receive the service they should have,
0:20:48 > 0:20:51and that they'll work with Thomas Cook to ensure the training
0:20:51 > 0:20:54they give their staff meets their high standards.
0:20:54 > 0:20:55Thomas Cook say they're sorry
0:20:55 > 0:20:58if the couple feel they were given wrong information,
0:20:58 > 0:21:00but there was no guarantee at the time of the booking
0:21:00 > 0:21:04that P&O would issue a cheaper getaway fare on their chosen cruise.
0:21:04 > 0:21:06They say their experienced agents
0:21:06 > 0:21:08have regular and comprehensive training
0:21:08 > 0:21:12on the various pricing structures from the cruise lines.
0:21:12 > 0:21:16A number of cruisers set sail alone,
0:21:16 > 0:21:18just like Diane Drayson,
0:21:18 > 0:21:21but if you are travelling solo, you need to watch out for this trick
0:21:21 > 0:21:24from one of the biggest cruise lines, Cunard.
0:21:29 > 0:21:33Diane booked her cruise from Dubai to Southampton in March.
0:21:33 > 0:21:36She had managed to secure one of those getaway fares.
0:21:36 > 0:21:41I feel I'm lucky to have been able to get a getaway fare.
0:21:41 > 0:21:44I believe that this is the last cruise
0:21:44 > 0:21:48in which solo passengers can buy getaway fares.
0:21:50 > 0:21:54Yes, Cunard no longer allow solo travellers access
0:21:54 > 0:21:58to the special getaway fares - only couples.
0:21:58 > 0:22:02Those sailing alone must pay the more expensive vantage fares.
0:22:02 > 0:22:03The result?
0:22:03 > 0:22:06The price of travelling alone could end up higher
0:22:06 > 0:22:09than two people travelling together.
0:22:09 > 0:22:10I've had a look on the website
0:22:10 > 0:22:15at the next cruise that is still up for sale.
0:22:15 > 0:22:17If I booked an ocean view room,
0:22:17 > 0:22:20just like this, on this same ship,
0:22:20 > 0:22:26it would cost me £3,668.
0:22:26 > 0:22:29However, I have two friends travelling together.
0:22:29 > 0:22:33If they booked the same cabin to travel together in it,
0:22:33 > 0:22:40they would pay jointly £2,198.
0:22:40 > 0:22:44Yes, that's almost a £1,500 difference.
0:22:44 > 0:22:47Not small change.
0:22:48 > 0:22:50I love travelling on Cunard ships.
0:22:50 > 0:22:52I am bitterly disappointed
0:22:52 > 0:22:57that I will no longer be able to afford to travel on Cunard.
0:22:57 > 0:23:02I feel as though they are discriminating against single travellers.
0:23:02 > 0:23:06OK, Diane, what about pretending there are two of you?
0:23:07 > 0:23:12I have felt tempted to invent an imaginary friend
0:23:12 > 0:23:14and put their name on the roll.
0:23:15 > 0:23:18We checked up with Cunard and discovered that
0:23:18 > 0:23:22if the second person in the cabin doesn't turn up, then bad luck,
0:23:22 > 0:23:25we'll be back to paying full fare.
0:23:25 > 0:23:28Cunard told us they make special offers available
0:23:28 > 0:23:30to single travellers from time to time,
0:23:30 > 0:23:33and they greatly value and welcome many every year.
0:23:33 > 0:23:37But, due to customer feedback, they have now changed their policy.
0:23:37 > 0:23:39As from the 1st September this year,
0:23:39 > 0:23:42their getaway fares will be available to solo travellers.
0:23:42 > 0:23:45So if you're planning a Cunard cruise on your own,
0:23:45 > 0:23:47you might want to hold off cruising until then,
0:23:47 > 0:23:49or book with their sister company P&O.
0:23:49 > 0:23:53On four of their ships, they have single cabins.
0:23:53 > 0:23:54Hello. Drink, please.
0:23:54 > 0:23:57Another common cruise complaint we've heard about
0:23:57 > 0:24:00is that dreaded on-board extra.
0:24:00 > 0:24:04Tip? I thought I'd paid all the tips.
0:24:04 > 0:24:06But, of course, I thought wrongly.
0:24:08 > 0:24:10I didn't know that most cruise companies
0:24:10 > 0:24:13add tips to your bill automatically.
0:24:13 > 0:24:16And I certainly didn't know how big those tips can be.
0:24:16 > 0:24:19Well, it varies from line to line,
0:24:19 > 0:24:22but probably 10, 13 dollars a day per person.
0:24:22 > 0:24:25You can either pay that in advance
0:24:25 > 0:24:28or you can pay at the end of the cruise
0:24:28 > 0:24:31on your ship board account.
0:24:31 > 0:24:35OK, well, if you have pre-paid your tips,
0:24:35 > 0:24:38you've no need to worry about coughing up any more on board.
0:24:38 > 0:24:42Right? Mm, not always.
0:24:42 > 0:24:46On top of that, there's an extra 15% on all drinks that you buy
0:24:46 > 0:24:48when you're on board the ship.
0:24:48 > 0:24:51So you've already paid for service that you haven't received,
0:24:51 > 0:24:54and then when you get on board you have to pay another 15%
0:24:54 > 0:24:55- for every drink you have?- Correct.
0:24:55 > 0:25:00And do you think people know about this when they sign up for a cruise?
0:25:00 > 0:25:02You have to look rather carefully at the small print
0:25:02 > 0:25:05to find out exactly what the position is.
0:25:05 > 0:25:09Oh, well, at least once the cruise is over, there are no other ways
0:25:09 > 0:25:11for them to take extra money from you
0:25:11 > 0:25:14unless you've booked a flight home from the port
0:25:14 > 0:25:15as part of the overall deal.
0:25:19 > 0:25:23I usually prefer to book my flights separately from my cruise
0:25:23 > 0:25:28because typically I find with all the websites that are available now
0:25:28 > 0:25:30you can get a better deal,
0:25:30 > 0:25:33especially if you're travelling long distance.
0:25:35 > 0:25:39Reggie's right. Take this Princess Cruise departing from San Francisco.
0:25:39 > 0:25:43If I booked the cheapest flight on offer - to and from there -
0:25:43 > 0:25:48through the Princess website, I'd be paying more than £782.
0:25:50 > 0:25:54If I booked the cheapest flight available with that same airline,
0:25:54 > 0:25:57it would be little more than £672.
0:25:57 > 0:26:00Now, it might not offer the same flexibility,
0:26:00 > 0:26:03but that's £110 less per person.
0:26:05 > 0:26:08Princess say they advertise all their fly cruises
0:26:08 > 0:26:11with a cruise-only fare, to give passengers more flexibility
0:26:11 > 0:26:13when selecting their chosen flights and transfers.
0:26:13 > 0:26:15They offer a live flight system
0:26:15 > 0:26:17that covers the majority of airlines
0:26:17 > 0:26:20and flights booked as a package with them provide extra protection.
0:26:20 > 0:26:23The Cruise Lines International Association,
0:26:23 > 0:26:25which represents many of the operators,
0:26:25 > 0:26:27says most aim to simplify tipping
0:26:27 > 0:26:30by automatically adding a sum to passengers' accounts.
0:26:30 > 0:26:34But they always make it clear these payments aren't compulsory,
0:26:34 > 0:26:38and may be taken off or amended at the passenger's discretion.
0:26:38 > 0:26:40So, now you know what to look out for,
0:26:40 > 0:26:43you can step on board with confidence.
0:26:43 > 0:26:44Happy cruising.
0:26:55 > 0:26:59Ah, welcome to sunny Spain.
0:26:59 > 0:27:04Now, I must remember they drive on the right over here.
0:27:04 > 0:27:06Right-hand side of the road, right-hand side of the road.
0:27:06 > 0:27:09I can remember that. Right-hand side of the road!
0:27:09 > 0:27:12Yes, having survived booking the flight and the airport,
0:27:12 > 0:27:14it's time for the next stage in the holiday hurdles -
0:27:14 > 0:27:16picking up the hire car.
0:27:16 > 0:27:18Now, even if you paid in advance,
0:27:18 > 0:27:21there are extra charges to look out for here,
0:27:21 > 0:27:24like those for a sat nav, a child booster seat,
0:27:24 > 0:27:26or for adding an extra driver.
0:27:26 > 0:27:28Good. Not much of a queue. OK.
0:27:28 > 0:27:32Not to mention the insurance and other add-ons.
0:27:32 > 0:27:36But, luckily, I've no worries on that score, because,
0:27:36 > 0:27:40before my holiday, I booked with one of Spain's leading hire companies,
0:27:40 > 0:27:43and the largest dedicated to the tourist sector.
0:27:43 > 0:27:45Five days' hire in Alicante.
0:27:45 > 0:27:49Goldcar told me that insurance cover was included in the price.
0:27:49 > 0:27:52They even said I wouldn't have to pay any excess
0:27:52 > 0:27:54if I damaged the car accidentally.
0:27:54 > 0:27:55But the best bit...
0:27:55 > 0:27:58just 124.25 euros.
0:27:58 > 0:28:01That's under 25 euros a day.
0:28:01 > 0:28:03That's fantastic.
0:28:03 > 0:28:07So, booking complete. Nothing more to add.
0:28:07 > 0:28:08Mmm.
0:28:26 > 0:28:29Sorry? They didn't tell me about a fuel charge when I booked.
0:28:29 > 0:28:33And as I'm only here for a few days, I don't want a full tank.
0:28:33 > 0:28:36They do bury this charge away in the small print.
0:28:36 > 0:28:40But, as it's compulsory, it should be included in the headline price,
0:28:40 > 0:28:42or at least mentioned on the booking page.
0:28:51 > 0:28:55An accident waver? Sorry, but that wasn't made clear, either.
0:29:22 > 0:29:26In other words, pay extra for their fully comp insurance,
0:29:26 > 0:29:29or leave a 600-euro refundable deposit
0:29:29 > 0:29:30in case I cause any damage.
0:29:30 > 0:29:33And you guessed - that's buried in the small print, too.
0:29:36 > 0:29:40Oh, well, I'll have to make up for that extra insurance cost somewhere else.
0:29:40 > 0:29:44I really don't think I'm going to use all that fuel they've put in.
0:29:44 > 0:29:45So surely they'll give me a refund
0:29:45 > 0:29:48for whatever's left in the tank when I return it?
0:29:59 > 0:30:03Do you know? This is not the perfect start to a holiday.
0:30:03 > 0:30:08So, my 124-euro hire car that I thought was really cheap
0:30:08 > 0:30:13has actually cost us 102 euros more than I thought it would,
0:30:13 > 0:30:17or in UK money, £86 more.
0:30:17 > 0:30:20Goldcar do offer refunds on fuel
0:30:20 > 0:30:22if you're hiring for three days or under.
0:30:22 > 0:30:25You still lose out, though, because they charge you more
0:30:25 > 0:30:27per litre of fuel than they charged me.
0:30:27 > 0:30:29How much more?
0:30:29 > 0:30:34Well, they charged a member of our team £93 for her tank of diesel.
0:30:34 > 0:30:35Why so expensive?
0:30:40 > 0:30:45Nope, that's wrong. The car's tank only takes 60 litres.
0:30:45 > 0:30:49They also lied to our researcher about the extent of the insurance.
0:31:04 > 0:31:05Not true.
0:31:05 > 0:31:08The car is covered for damage caused by collision, theft,
0:31:08 > 0:31:11accidental fire and vandalism.
0:31:11 > 0:31:15Look, it's all here, in Goldcar's own terms and conditions.
0:31:15 > 0:31:18Telling customers their policy provides less cover
0:31:18 > 0:31:20than it actually does amounts to mis-selling
0:31:20 > 0:31:24as it means they're more likely to choose an expensive upgrade.
0:31:24 > 0:31:29We hired four cars in Alicante, and this happened on three occasions.
0:31:31 > 0:31:35Our team found the company up to similar tricks elsewhere.
0:31:36 > 0:31:40These are the beautiful rolling hills of Tuscany.
0:31:41 > 0:31:46This is the less easy-on-the-eye Pisa Airport car rental centre,
0:31:46 > 0:31:49which many British tourists use when visiting this part of Italy.
0:31:51 > 0:31:55This is me watching some of those tourists arrive.
0:31:55 > 0:31:58And this is the Goldcar desk, where the staff told our team
0:31:58 > 0:32:02they had to pay a compulsory fuel charge on their Renault Clio.
0:32:07 > 0:32:11And they had some interesting ways of trying to justify such costs.
0:32:11 > 0:32:13Here comes that same tactic.
0:32:23 > 0:32:24Hang on.
0:32:24 > 0:32:27She just said it's a 62 litre tank,
0:32:27 > 0:32:29but I'm looking at the Renault website here
0:32:29 > 0:32:32and it says it's only 55 litres.
0:32:32 > 0:32:33Try again.
0:32:38 > 0:32:43So, 132 euros for a 55-litre tank of diesel.
0:32:43 > 0:32:45That's 2.40 euros per litre.
0:32:48 > 0:32:50That sure seems expensive,
0:32:50 > 0:32:53but then, hey, what do I know about the price of fuel in Italy?
0:32:55 > 0:32:56Not much,
0:32:56 > 0:32:59which is why our team visited three local filling stations
0:32:59 > 0:33:02to see what they were actually selling it for.
0:33:02 > 0:33:06At one, it was just 1.725 euros per litre.
0:33:06 > 0:33:10At another, it was just 1.67 euros per litre.
0:33:10 > 0:33:15And even at a fuel station right by the airport, it was 1.775 per litre.
0:33:15 > 0:33:21That's 62 cents a litre less than the 2.40 that Goldcar charged us.
0:33:22 > 0:33:23In other words,
0:33:23 > 0:33:26Goldcar charged us 34 euros more for a tank of fuel
0:33:26 > 0:33:30than if we'd just been able to fill it up ourselves.
0:33:30 > 0:33:32That's a 35% mark-up.
0:33:38 > 0:33:40And you now won't be surprised to learn
0:33:40 > 0:33:44they're up to the same thing back here in Alicante.
0:33:44 > 0:33:47Now, remember, they charged my colleague who hired a car
0:33:47 > 0:33:51for under three days 110 euros for a full tank of diesel,
0:33:51 > 0:33:55which works out at 1.85 euros a litre.
0:33:55 > 0:33:58But when we drove to filling stations near the airport,
0:33:58 > 0:34:01we found that same fuel much cheaper.
0:34:02 > 0:34:04OK.
0:34:05 > 0:34:07OK, right, what are the prices?
0:34:07 > 0:34:09Diesel is 1.399 euros.
0:34:09 > 0:34:12OK. On to the next one.
0:34:21 > 0:34:27Right, so here we have...diesel is 1.399 euros. Seems cheap.
0:34:32 > 0:34:35SHE SINGS
0:34:36 > 0:34:38That guy was so looking at me!
0:34:47 > 0:34:51OK, so this one, diesel is 1.389 euros.
0:34:53 > 0:34:57In fact, we found garages selling fuel for 45 cents a litre cheaper
0:34:57 > 0:34:59than Goldcar charged my colleague.
0:34:59 > 0:35:03Which means she paid 27 euros - or £23 -
0:35:03 > 0:35:06more than she should have for the whole tank.
0:35:08 > 0:35:10They've essentially got this sewn up -
0:35:10 > 0:35:13make people pay for a compulsory tank of fuel,
0:35:13 > 0:35:16then you can charge what you want for it as people have to pay.
0:35:16 > 0:35:20And Goldcar's explanation for all this? There isn't one.
0:35:20 > 0:35:22We put all our findings to them,
0:35:22 > 0:35:25but they told us they didn't wish to comment.
0:35:44 > 0:35:45OK. You've made it.
0:35:45 > 0:35:50You've got your cocktail in hand, the sea lapping at your feet.
0:35:50 > 0:35:52You're on holiday.
0:35:52 > 0:35:55And you can now...relax.
0:35:57 > 0:35:58Can't you?
0:35:58 > 0:36:00When we actually got there,
0:36:00 > 0:36:03it wasn't what the website showed us at all.
0:36:06 > 0:36:08It was just a nightmare.
0:36:08 > 0:36:10The walls were dirty
0:36:10 > 0:36:14and they were absolutely disgustingly filthy, these rooms.
0:36:14 > 0:36:17The holiday from hell is exactly what it was.
0:36:20 > 0:36:24OK, well, maybe "relax" was too strong a word.
0:36:24 > 0:36:26That's because with some companies,
0:36:26 > 0:36:29you can still fall victim to certain tricks.
0:36:29 > 0:36:33Number one - what happens if the hotel you booked
0:36:33 > 0:36:35isn't the one you actually get?
0:36:35 > 0:36:39Like Darren Swales, who booked this three-star hotel in Prague
0:36:39 > 0:36:41through a company called Travel Republic.
0:36:41 > 0:36:44When we arrived there, the hotel was fully booked,
0:36:44 > 0:36:46and the receptionist told us that all the rooms had been booked
0:36:46 > 0:36:49and we would need to be moved to another hotel.
0:36:49 > 0:36:52It was in a pretty rundown part of Prague city itself,
0:36:52 > 0:36:54and clearly it was a hostel.
0:36:54 > 0:36:57When we arrived in the room, it was absolutely disgusting.
0:36:57 > 0:37:00There was a stain on the bed frame, there was stains on the mattress
0:37:00 > 0:37:04and there was a brown stain on the white towel.
0:37:04 > 0:37:06This was no way a three-star hotel at all.
0:37:07 > 0:37:11Travel Republic did book Darren and his party into another hotel,
0:37:11 > 0:37:15but Darren had to pay for the first night's accommodation himself.
0:37:15 > 0:37:21They failed to compensate him for the £200 he was left out of pocket.
0:37:21 > 0:37:24To this day, we haven't received any money back from Travel Republic
0:37:24 > 0:37:29at all, apart from the £7.92 for the refund for the phone calls
0:37:29 > 0:37:31that we made while over in Prague.
0:37:31 > 0:37:32Trick number two.
0:37:32 > 0:37:35Who do you turn to if the hotel is available,
0:37:35 > 0:37:37but it's nothing like what was promised?
0:37:37 > 0:37:40Jamie Berry booked with another online travel agent.
0:37:40 > 0:37:43I paid £1,600 for a holiday to Tenerife,
0:37:43 > 0:37:46seven nights, four-star, all inclusive.
0:37:46 > 0:37:50A few quirky little things with the hotel - bathrobes on arrival,
0:37:50 > 0:37:52a nice Jacuzzi to relax in, four-star luxury.
0:37:52 > 0:37:54When we arrived there,
0:37:54 > 0:37:58the hotel itself was certainly not the four-star hotel
0:37:58 > 0:38:00that we thought we'd paid for.
0:38:00 > 0:38:02The plaster was coming off the walls,
0:38:02 > 0:38:04there were towels all over the floor
0:38:04 > 0:38:07where they were soaking up bits of water from, I assume, leaking roofs,
0:38:07 > 0:38:12a musty smell, the hotel that clearly needs a refurbishment.
0:38:13 > 0:38:15There was no Jacuzzi, it was full of mud.
0:38:15 > 0:38:18The agent did offer Jamie alternative accommodation,
0:38:18 > 0:38:20but as he'd have to spend another night in the hotel
0:38:20 > 0:38:24before they could move him, he chose to fly home.
0:38:24 > 0:38:27He's since had to fight with both the hotel AND the online
0:38:27 > 0:38:34travel agent to finally get back £615 for his £1,619 holiday.
0:38:36 > 0:38:39Trick number three. Where do you stand if the hotel is in fact...
0:38:39 > 0:38:40a building site?
0:38:40 > 0:38:42It was just a nightmare.
0:38:42 > 0:38:44The pool was in disarray,
0:38:44 > 0:38:46it was having major building work around it.
0:38:46 > 0:38:47The room was bad.
0:38:47 > 0:38:50We paid for four beds and got three
0:38:50 > 0:38:53so we had to make up a bed on the floor.
0:38:53 > 0:38:56The bath, there was rust around the plughole.
0:38:56 > 0:39:00A broken mirror, a broken floor tile by the balcony door.
0:39:00 > 0:39:04The balcony door itself didn't lock, you could break into our apartment.
0:39:04 > 0:39:06There was constant building works, constant noise,
0:39:06 > 0:39:09constant disruption and it's not what we paid for.
0:39:09 > 0:39:12But Travel Republic failed to compensate Chris
0:39:12 > 0:39:14and his family for ANY of the disruption.
0:39:16 > 0:39:20Not to worry, package holidays are protected by regulations -
0:39:20 > 0:39:23the Package Travel Regulations, funnily enough.
0:39:23 > 0:39:24That means, by law,
0:39:24 > 0:39:28you have the right to expect the holiday you booked and paid for.
0:39:28 > 0:39:31And if you have problems whilst you're away,
0:39:31 > 0:39:34you may have a claim against the tour operator for compensation
0:39:34 > 0:39:38based on the total value of your package holiday.
0:39:38 > 0:39:40And when I say package holiday I mean...
0:39:41 > 0:39:46"Package holiday. A holiday organised by a travel agent,
0:39:46 > 0:39:49"with arrangements for transport, accommodation, etc,
0:39:49 > 0:39:52"offered at an inclusive price."
0:39:52 > 0:39:56Exactly what these holiday-makers booked. Wasn't it?
0:39:56 > 0:39:59They were trying to blame the hotel, and the hotel were saying,
0:39:59 > 0:40:02"No, it's Travel Republic." They said, "No, we're just the middlemen.
0:40:02 > 0:40:05"We just advertise the hotels."
0:40:05 > 0:40:07Travel Republic looked as though they were the company
0:40:07 > 0:40:09that you were booking through.
0:40:09 > 0:40:11Everything had Travel Republic written over the website.
0:40:11 > 0:40:13You sort of trust that they're selling you
0:40:13 > 0:40:16the package that they certainly seem to be selling you.
0:40:16 > 0:40:18They've included a flight, they've included transfers,
0:40:18 > 0:40:20they've included your hotel.
0:40:21 > 0:40:24To the naked eye, it's a package holiday.
0:40:24 > 0:40:28Oh, yes, sorry. Forgot to tell you. Trick number four.
0:40:28 > 0:40:31Online travel agents who LOOK like they offer package holidays
0:40:31 > 0:40:34but in reality they don't.
0:40:34 > 0:40:38Yes, they may include flights, accommodation and transfers,
0:40:38 > 0:40:42and even come with ATOL and ABTA protection, but be aware.
0:40:42 > 0:40:46Whilst they may offer good value, make sure you read the small print.
0:40:46 > 0:40:48If the agent sells you separate contracts for each
0:40:48 > 0:40:50element of your holiday - one with the airline
0:40:50 > 0:40:53and one with the hotel, it means that you may not have the
0:40:53 > 0:40:56same level of cover if something goes wrong.
0:40:56 > 0:41:00You can't be sure the hotel has been checked out by the company beforehand.
0:41:00 > 0:41:02And if a holiday is changed or cancelled by the company
0:41:02 > 0:41:05at the last minute, you may not be able to
0:41:05 > 0:41:09withdraw from the whole holiday without penalty.
0:41:09 > 0:41:13So how does an online travel agent convince you to buy what you
0:41:13 > 0:41:16might think is a package holiday
0:41:16 > 0:41:20but without all of the protection that a package holiday brings?
0:41:20 > 0:41:21Well, I'll let Sian explain.
0:41:25 > 0:41:26Thanks, Nicky.
0:41:26 > 0:41:30Right, say I want to set up my own online travel agent.
0:41:30 > 0:41:35All I need are a couple of laptops, a web designer and a holiday expert.
0:41:35 > 0:41:39So let's build the website. First up. A name.
0:41:39 > 0:41:41Sunshine with Sian.
0:41:41 > 0:41:44And what about a little picture of yourself?
0:41:48 > 0:41:49Oh, lovely!
0:41:49 > 0:41:52I can put pictures of happy holidays.
0:41:52 > 0:41:55- Here we go.- Oh, dear!
0:41:55 > 0:41:58I'll tell you what. She looks like she's having a good time!
0:41:59 > 0:42:02What about these? Are these more suitable.
0:42:02 > 0:42:04OK, we're going to upload your photos.
0:42:04 > 0:42:09I can use the word "all-inclusive", "beach holiday", "great value holidays".
0:42:09 > 0:42:12I can even make the way I sell my holiday sound better than
0:42:12 > 0:42:14a package holiday.
0:42:14 > 0:42:15"We're an online travel agent,
0:42:15 > 0:42:19"which means we don't sell package holidays.
0:42:19 > 0:42:24"What we do instead is let you build your own holiday by giving
0:42:24 > 0:42:27"you access to many different suppliers offering flights,
0:42:27 > 0:42:30"hotel and transfers, thus saving you money."
0:42:32 > 0:42:35All I need to do is to add a small disclaimer that says,
0:42:35 > 0:42:39"We act only as a search engine and each product you book with us
0:42:39 > 0:42:42"has a separate price and so creates a separate contract."
0:42:43 > 0:42:46Yes, you may think you're buying a package holiday
0:42:46 > 0:42:51and all the protection that comes with it in when, in fact, you're not.
0:42:51 > 0:42:54I personally don't mind them selling holidays like this
0:42:54 > 0:42:57but, for goodness' sake, be clear to the consumers, be open
0:42:57 > 0:43:00and say what is and what isn't protected.
0:43:02 > 0:43:06Travel Republic says it's refunded Mr Swales the cost of a night's
0:43:06 > 0:43:10accommodation and offered him a travel republic discount voucher.
0:43:10 > 0:43:11Due to the delay in arranging this,
0:43:11 > 0:43:15it's now offered an additional £100 compensation.
0:43:15 > 0:43:17As for Mr Evans,
0:43:17 > 0:43:21it recognises that his experience at the hotel was unacceptable.
0:43:21 > 0:43:24It's now offered to refund the FULL cost of his holiday.
0:43:24 > 0:43:27It says it champions value choice and flexibility
0:43:27 > 0:43:29and has high satisfaction ratings.
0:43:29 > 0:43:32It doesn't sell, organise or arrange package holidays
0:43:32 > 0:43:35and makes this clear to customers when booking.
0:43:45 > 0:43:47Earlier we heard from holiday-makers who left their cars with
0:43:47 > 0:43:50meet and greet airport parking companies and had
0:43:50 > 0:43:52concerns about what happened to them whist they were away.
0:43:56 > 0:43:59So, we put six of our own cars into six other companies at three
0:43:59 > 0:44:01different airports.
0:44:01 > 0:44:03OK, not an extensive survey.
0:44:03 > 0:44:06But we had reason to believe those companies had also been
0:44:06 > 0:44:12parking cars insecurely or at least not as securely as they promised.
0:44:12 > 0:44:15So I'm now going to find out what they did with ours.
0:44:16 > 0:44:19Each car was fitted with a tracking device.
0:44:19 > 0:44:22That tells us whether it went to the car park
0:44:22 > 0:44:25they said it would and, crucially, whether it stayed there.
0:44:29 > 0:44:31All six companies promised to keep our cars secure.
0:44:31 > 0:44:35So what does that mean? What can you expect?
0:44:35 > 0:44:39You expect to have your car parked in a safe manner,
0:44:39 > 0:44:43if it's going to be parked by staff, which is often the case, you expect
0:44:43 > 0:44:49it to be parked in an area which is watched by cameras and supervised
0:44:49 > 0:44:53by staff members, you expect to have that 24 hours a day.
0:44:53 > 0:44:56You expect to have barriers on the way out to ensure that
0:44:56 > 0:45:00if you're not the authorised driver, you can't take that car out.
0:45:01 > 0:45:04Skyone Parking Ltd, at Gatwick,
0:45:04 > 0:45:07offered something else as well as security.
0:45:07 > 0:45:09A covered car park.
0:45:11 > 0:45:13So, first up, we left this Ford Fiesta with them.
0:45:22 > 0:45:25OK. We dropped off our Ford Fiesta here at Gatwick,
0:45:25 > 0:45:27and followed it here.
0:45:32 > 0:45:36Well, it looks like a car park, good start.
0:45:36 > 0:45:37But was it covered?
0:45:39 > 0:45:43Nope. Take a look. That's our car. And that's an open gate.
0:45:43 > 0:45:45Anyone could get in and touch it.
0:45:45 > 0:45:48Don't worry, she belongs to us.
0:45:48 > 0:45:53And every time we checked on our car, the gate was open.
0:45:53 > 0:45:55Like here. On the second day.
0:45:55 > 0:45:57And the third day.
0:45:59 > 0:46:01Not what I'd call secure.
0:46:02 > 0:46:06The car park was even left unsecure at night.
0:46:06 > 0:46:08Like here at 1.37am. 4.24am.
0:46:10 > 0:46:13We promise it is there under the snow.
0:46:15 > 0:46:18Parking a car by an open gate all night clearly is
0:46:18 > 0:46:19the opposite of security.
0:46:19 > 0:46:22If you're parking a car where you believe it's secure,
0:46:22 > 0:46:26the gate should be locked, unless there's someone physically there,
0:46:26 > 0:46:30then that's totally unacceptable as a secure site for parking.
0:46:31 > 0:46:34Skyone Parking Ltd told us our car was among a small number to
0:46:34 > 0:46:37be parked in a temporary overflow facility that should have
0:46:37 > 0:46:41been manned 24 hours a day with the gates closed at all times.
0:46:41 > 0:46:44They've ordered an investigation into our findings
0:46:44 > 0:46:47and will take appropriate action if negligence is proven.
0:46:50 > 0:46:53Well, at least that car did stay in the car park.
0:46:55 > 0:46:57OK. The Vauxhall Astra next.
0:47:03 > 0:47:08This car was sent into a company called RS09 UK Services Ltd.
0:47:08 > 0:47:11Also operating out of Gatwick Airport,
0:47:11 > 0:47:14they promise a "safe and secure storage area" and stress
0:47:14 > 0:47:18that "you can be sure your pride and joy is in safe hands".
0:47:23 > 0:47:25Let's hope it is.
0:47:25 > 0:47:27Our car was immediately driven here,
0:47:27 > 0:47:30to a place with a fence, a gate, and a CCTV camera.
0:47:32 > 0:47:37Looking good so far. But hang on. What's this?
0:47:37 > 0:47:39Right. It's on the move.
0:47:39 > 0:47:43Yes, 24 hours later, our car was taken elsewhere.
0:47:43 > 0:47:44Let's see if we can get it.
0:47:46 > 0:47:51It was driven by what we can only assume is an RS09 employee to
0:47:51 > 0:47:53this residential address in Crawley.
0:47:56 > 0:48:00So our car that was meant to be parked securely has ended up here...
0:48:04 > 0:48:07..where it, in fact, stayed for 11 hours overnight,
0:48:07 > 0:48:09before being taken back to the car park.
0:48:12 > 0:48:15Did he use our car to drive to and from work?
0:48:19 > 0:48:22That's totally unacceptable to have a car driven out of what's
0:48:22 > 0:48:25meant to be a secure car park, parked on a residential street
0:48:25 > 0:48:29overnight when you've paid to have it parked in a secure car park.
0:48:29 > 0:48:32If you'd wanted to park it in a residential street, you could
0:48:32 > 0:48:34have done that and not paid the car parking charges.
0:48:34 > 0:48:37And there was one final surprise waiting for us
0:48:37 > 0:48:38when we picked up the car.
0:49:16 > 0:49:17Thank you.
0:49:19 > 0:49:24Oh, look at that. Muck and leaves and mud all over the floor.
0:49:24 > 0:49:25It's not very nice.
0:49:27 > 0:49:30Not the state you want your car back to you in.
0:49:30 > 0:49:32RS09 have since told us
0:49:32 > 0:49:35that an employee, who no longer works there, DID remove the
0:49:35 > 0:49:38car from their secure yard without anybody's knowledge or permission.
0:49:38 > 0:49:41They describe this as totally unacceptable
0:49:41 > 0:49:44and will do everything they can to stop it happening again.
0:49:44 > 0:49:48They've also apologised and offered to refund us.
0:49:48 > 0:49:51So what about the other two airports we tried?
0:49:51 > 0:49:54Well, we're happy to report that at Heathrow, the two companies
0:49:54 > 0:49:58we used parked our cars securely just as we were promised.
0:49:59 > 0:50:00Then there was Luton.
0:50:00 > 0:50:03Although we put two cars in with two separate companies,
0:50:03 > 0:50:08Stress Free Parking Ltd Luton and Swift Airport Parking Ltd,
0:50:08 > 0:50:11they were both taken to the same car park.
0:50:11 > 0:50:13What's more, they each promised their car park would be
0:50:13 > 0:50:16monitored by CCTV cameras.
0:50:16 > 0:50:19Look, Swift Airport Parking, even has a big picture of one.
0:50:19 > 0:50:23But whilst our cars were in there we couldn't see any cameras.
0:50:23 > 0:50:26So we've since sent Graham to investigate.
0:50:26 > 0:50:28Caravan there.
0:50:28 > 0:50:32You would have thought that's for security, but there's no-one here.
0:50:33 > 0:50:35There is no CCTV here.
0:50:35 > 0:50:37If it is, then it's very very well hidden
0:50:37 > 0:50:40and I'd probably put my reputation on there being no CCTV here.
0:50:40 > 0:50:44The whole point is to have it visible as a deterrent
0:50:44 > 0:50:46and there is none visible.
0:50:46 > 0:50:49We've not been challenged on the way or on the way out,
0:50:49 > 0:50:52the whole place appears to be completely unmanned.
0:50:52 > 0:50:56If there is anybody present then with the curtains drawn,
0:50:56 > 0:50:59they're either asleep or not interested.
0:50:59 > 0:51:04As a piece of waste ground it was fine, as a secure car park,
0:51:04 > 0:51:05totally inadequate.
0:51:05 > 0:51:10Stress Free Parking describes security as their utmost priority.
0:51:10 > 0:51:12They say they were one of five companies using
0:51:12 > 0:51:14this car park as a temporary overflow solution to their main
0:51:14 > 0:51:18Luton facility and there were no security breaches.
0:51:18 > 0:51:20They say they vacated it t the end of March
0:51:20 > 0:51:22prior to our expert's visit
0:51:22 > 0:51:26and have now moved to a larger site to cope with increased demand.
0:51:26 > 0:51:28Swift Airport Parking told us
0:51:28 > 0:51:31they subcontracted the parking of our car to another company.
0:51:31 > 0:51:36They say their car park IS secure, with a manned gate 24 hours a day.
0:51:36 > 0:51:38The CCTV cameras?
0:51:38 > 0:51:42They say they hide them so intruders won't know where they are.
0:51:42 > 0:51:45And they say they didn't challenge our expert during his visit
0:51:45 > 0:51:47because he looked "innocently lost".
0:51:50 > 0:51:53OK, so this is a snapshot of the meet-and-greet industry
0:51:53 > 0:51:56rather than a comprehensive survey -
0:51:56 > 0:51:58still gives us cause for concern, though.
0:51:58 > 0:52:01So how can you ensure you're not caught out?
0:52:01 > 0:52:05Number one - photograph your car inside and out before you
0:52:05 > 0:52:08hand it over. That way you can prove that any damage you
0:52:08 > 0:52:11find is their fault, not yours.
0:52:12 > 0:52:14Number two - make sure you record the mileage.
0:52:14 > 0:52:16That's a good indication as to
0:52:16 > 0:52:18whether your car's been on a journey of its own.
0:52:18 > 0:52:21Number three - make sure you check your car before you leave
0:52:21 > 0:52:22the airport.
0:52:22 > 0:52:25Many companies have a clause in their contracts clearing them
0:52:25 > 0:52:28of liability for damage reported after you've left.
0:52:30 > 0:52:34Number four - look out for approved operator schemes.
0:52:34 > 0:52:37Just last week Gatwick Airport brought out one of their own.
0:52:37 > 0:52:41Companies who are members of this are able to use dedicated areas and
0:52:41 > 0:52:45have been checked out beforehand to ensure they meet a certain standard.
0:52:51 > 0:52:54Over here in Spain, my holiday's coming to an end.
0:52:54 > 0:52:57I was stung by unexpected hire car costs on the way in.
0:52:57 > 0:53:02I'm determined not to pay any extra baggage charges on the way out.
0:53:02 > 0:53:05But then I am flying with Ryanair.
0:53:05 > 0:53:06Please close.
0:53:06 > 0:53:10And we all know how strict THEY can be about bag sizes.
0:53:12 > 0:53:14SHE LAUGHS
0:53:21 > 0:53:23OK, so Ryanair is 20.
0:53:26 > 0:53:29Excellent. By 40.
0:53:30 > 0:53:34Oodles of room. By 55. Perfect!
0:53:36 > 0:53:38The only problem is I don't have any room to fit in any
0:53:38 > 0:53:40presents for Nicky and Sian.
0:53:49 > 0:53:50But not to worry.
0:53:50 > 0:53:53Here at Alicante Airport, there are signs telling passengers
0:53:53 > 0:53:56we can take a bag of shopping on board our flights,
0:53:56 > 0:53:58in addition to our hand luggage.
0:53:58 > 0:54:00No doubt about it, apparently.
0:54:03 > 0:54:06Boarding with one of our shopping bags in addition to your hand
0:54:06 > 0:54:07luggage is permitted by law.
0:54:07 > 0:54:12In fact, I've counted at least eight of them, all very prominent.
0:54:12 > 0:54:15What more reassurance do I need before filling my shopping
0:54:15 > 0:54:17bag with presents to take home?
0:54:17 > 0:54:21I think I'm going to get Sian and Nicky the best present from Spain.
0:54:21 > 0:54:23And it's got to be Sangria. A MASSIVE bottle!
0:54:26 > 0:54:271.5 litres!
0:54:28 > 0:54:30I'll get two!
0:54:38 > 0:54:41So I've got my wheelie suitcase AND my bag of duty free shopping.
0:54:41 > 0:54:43Oh, I think I'm boarding. Let's go.
0:54:45 > 0:54:50And here's the Ryanair boarding gate. Yay!
0:54:50 > 0:54:51I've got nothing to worry about.
0:54:55 > 0:54:57What?
0:54:58 > 0:55:01This? But there are signs around the airport.
0:55:04 > 0:55:05But I thought it said.
0:55:05 > 0:55:07Does it not say that it's law on those signs?
0:55:12 > 0:55:14What do I have to do?
0:55:16 > 0:55:17Oh, God.
0:55:17 > 0:55:18Now, who's right here?
0:55:18 > 0:55:21Ryanair are adamant that you're only allowed one
0:55:21 > 0:55:25item of luggage on ALL their flights wherever you depart from.
0:55:25 > 0:55:27But Alicante Airport is saying that I'm allowed
0:55:27 > 0:55:30to take on an extra duty free bag by law.
0:55:30 > 0:55:33SOMEONE'S wrong. But it's definitely not me.
0:55:35 > 0:55:38Alicante Airport's argument is that they've discovered
0:55:38 > 0:55:41a law from 1960 in the days when airlines were
0:55:41 > 0:55:44owned by governments, and the government could control what the
0:55:44 > 0:55:47rules were and that rule says that you can take on one piece of hand
0:55:47 > 0:55:50baggage plus a bag of goods that you've purchased from the airport.
0:55:50 > 0:55:54Ryanair's argument is ignoring what that law may be and it's probably
0:55:54 > 0:55:57completely out of date anyway. Our rules are quite clear and we've told
0:55:57 > 0:56:01the customer it's one piece only and that there are no exceptions.
0:56:01 > 0:56:02Alas, it looks like Ryanair
0:56:02 > 0:56:07and Alicante Airport aren't going to come to an agreement any time soon.
0:56:07 > 0:56:10The airport says it's complying with a law that's been updated
0:56:10 > 0:56:13several times, even as recently as March 2011.
0:56:13 > 0:56:16But Ryanair says it's ALSO complying with a law to control cabin
0:56:16 > 0:56:19baggage for safety and security reasons.
0:56:19 > 0:56:21So, it doesn't look good for me, then. Does it?
0:56:25 > 0:56:27It won't fit. What are my options?
0:56:31 > 0:56:34What!? 50 euros.
0:56:35 > 0:56:38So is it check it in for 50 euros or leave it behind?
0:56:44 > 0:56:46I'll leave it behind. Oh, my gosh, look.
0:56:46 > 0:56:48Loads of people have had to leave things.
0:56:50 > 0:56:52Oh, poor Nicky and Sian. They'll never believe me.
0:56:53 > 0:56:56I'm sure there were signs that said you could take...
0:57:03 > 0:57:05OK.
0:57:05 > 0:57:08Customers have been told at the time they book that it's one
0:57:08 > 0:57:11piece of baggage and then all the information subsequently
0:57:11 > 0:57:14appears to contradict that.
0:57:14 > 0:57:17The difficulty is you can't argue about the law in the ten minutes
0:57:17 > 0:57:19that Ryanair give you to board the plane
0:57:19 > 0:57:23and arguing that there's a law from 1960 that allows you to carry
0:57:23 > 0:57:25a second bag isn't going to get you anywhere.
0:57:25 > 0:57:27Ryanair has since told us
0:57:27 > 0:57:30it makes its policy clear at the time of booking, at check in,
0:57:30 > 0:57:34at the boarding gates and in reminder emails before passengers travel.
0:57:34 > 0:57:36So, if you're planning to fly from Alicante,
0:57:36 > 0:57:39you might want to remember that policy.
0:57:39 > 0:57:41You could always book with someone else, of course.
0:57:41 > 0:57:44Just check ahead to make sure that the signs at the airport
0:57:44 > 0:57:45definitely apply to them.
0:58:01 > 0:58:04- Welcome home.- Hello. Where's the sangria?
0:58:04 > 0:58:07Er, I'm afraid there was a slight problem with that.
0:58:09 > 0:58:12I wasn't going to pay 50 euros! I'm sorry.
0:58:12 > 0:58:15I understand. It is your money.
0:58:15 > 0:58:16My sangria.
0:58:16 > 0:58:18And their tricks.
0:58:18 > 0:58:19Join us next time,
0:58:19 > 0:58:22when we take on more companies trying to get your cash.
0:58:22 > 0:58:26Inside DFS, uncovering the tactics used by some salesmen
0:58:26 > 0:58:27to make you spend.
0:58:33 > 0:58:38Is it just me or did he just tell us how to commit insurance fraud?
0:58:38 > 0:58:40Sales. Can you believe them?
0:58:40 > 0:58:45- I reveal the truth behind these Harveys ads.- My goodness!
0:58:46 > 0:58:50And shoppers strike back. How you can slash your household bills
0:58:50 > 0:58:52in a matter of minutes.
0:58:52 > 0:58:54That's a very good result for a very short phone call.
0:59:15 > 0:59:17Subtitles by Red Bee Media Ltd