The winter sun and skiing holiday booking season has begun in earnest - and so has the regular round of rip-offs and misleading offers.
Despite repeated revelations about poor standards in the travel trade, dubious tactics persist, with the Trading Standards Institute (TSI) witnessing an alarming increase in consumer complaints, largely on package holidays, from 12,551 in 2000 to 28,502 last year.
Practices identified by the TSI include travel agents "baiting" customers with window-based holiday adverts that only list headline prices without the added extras, or feature holidays that have already been sold.
A new theme in poor practice was identified by a couple who were attracted to an "all-inclusive" deal where they could choose between a double or twin bedded room. But when booking, they were told that they would have to pay a supplement as the rooms could hold three people.
Another family was forced to pay for the use of an en suite bathroom after being led to believe it was inclusive.
Only this month, Airtours, Thomson and First Choice agreed to make their contract terms for consumers fairer after having their knuckles collectively rapped by the Office of Fair Trading.
But the agreement doesn't go far enough, claims Kim Winter of Holiday Which?, the Consumers' Association's magazine. She says that its research shows that the new tiering system of prices listed in some holiday brochures is "a nightmare" and makes working out the total cost of your holiday a near impossibility.
David and Carron Sellers from Hull would have benefited from a PhD in maths, exceptional eyesight and extra-sensory perception when they booked their holiday this summer.
David, 45, and his wife Carron perform as Sophistication, an international cabaret act, and are seasoned travellers. Their busy schedule means that late deals are a preferred option.
This summer was no exception. In August, they saw a promotion on Teletext for an all-inclusive package: two weeks in Majorca at three star accommodation, allocation on arrival. The listed price was £349 each.
David made a telephone booking five days before departure on the Thomson deal through travel agents Lincoln Direct. The final figure quoted was £362 each including the booking fee and £10 each for issuing a ticket on departure.
Yet when David and Carron reached Manchester Airport they were forced to fork out £40 for excess baggage, a fee they would be expected to pay on their return.
When they got to Majorca, the Thomson representative handed them a late deal agreement. It listed the reduced baggage allowance from 20kg to 15kg.
After talking to other holidaymakers, they also discovered that in-flight meals were charged for separately.
"We were originally told that our meals were included in the price. If I had the option, I would have refused it. We weren't told about the reduced baggage allowance. This is our fifth late deal holiday in a row and this is the first time we have had cause to complain," says David.
Another shock was in store for them when they returned home to find the holiday bill with the figure - £826. There was no breakdown of the costs.
"We have no idea what we have paid for and why it is £102 more than we agreed," says David.
When presented with David's complaint, Lincoln Direct issued a statement denying misleading him. In response, the travel agent said that the holiday breakdown, baggage allowance and in-flight meal costs were explained.
An unhappy David says that he is going to pursue his complaint with both Lincoln Direct and Thomson for misinforming him about the cost of his holiday and not providing him with all the necessary paperwork.
Bruce Treloar, the TSI's lead officer for package travel, isn't surprised by the experience of the Sellers. He accuses tour operators of adopting a "smoke and mirror" approach to promoting their holidays and adds: "Consumers don't mind paying for the extras once they are explained. If they aren't told about them, they cannot make a decision."
A new survey by a travel industry publication exposes more flaws. Close to 70% of the travel agents questioned admitted that they found the new pricing system "too confusing".
Double meal charge left a bad taste in the mouth
When Dave and Kryss Sweeting and their two children ate their in-flight meal en route to Majorca, they were blissfully unaware that they had been charged twice for the privilege.
The reality that they may have been overcharged only emerged on the return flight with Airtours. During conversation, two sisters revealed that they weren't charged extra to eat on the plane.
The Sweetings, who live in Kent, had booked the seven-day, half board holiday with Going Places a month before departure. They were presented with a package that came to £1,276. Then they were confronted with the extras. Like £15 each for the resort transfer, £28 security charge, £80 to guarantee that the family sat together on the flight and £40 for in-flight meals.
The grand total of £1,484 left Dave stunned, particularly as his children Alfie and Holly are only three and five respectively.
When Jobs & Money investigated the lack of transparent pricing it came to light that the Sweetings had, in fact, paid twice for their in-flight meal, an extra cost of £40.
A spokeswoman from Airtours admitted the mistake and explained that the £80 paid for pre-bookable seats also guarantees a later check-in time and a choice of meals.
She explained: "The [Going Places] agent apologises profusely and will refund the money. We also apologise as it shouldn't have happened."
When the Association of British Travel Agents was approached about this case they conceded that it was a "cock-up" and stressed that their code of conduct effectively policed the way their members operated.
Though pleased with the outcome, Kryss Sweeting is still less than overjoyed. "How many other people have they got an extra £40 out of? If you hadn't followed it up, we would never have known. It still leaves a bad taste in the mouth."
Useful contacts
Trading Standards Institute, tel: 0870-872-9000
Association of British Travel Agents, tel: 020-7637-2444
Office of Fair Trading, tel: 08457-224-499
