A hire car can be a great way to explore your holiday destination at your own pace. However, car rental remains one of the most common areas where consumers experience problems. In 2025, car hire was the fifth most complained-about sector handled by the European Consumer Centre Ireland.
Many of these issues can be avoided with a little preparation before you travel. Taking the time to understand your rental agreement and knowing what to do if something goes wrong can help you avoid unexpected costs and disputes.
Before you book, take time to read the rental company’s terms and conditions. What is their policy if your flight is delayed for example, or what happens if you cross a border or encounter a toll? And bear in mind, if you are using a third-party website or broker, they will have requirements, but the actual company you pick up the car from may have different rules, so be sure to look out for those too.
Pay particular attention to:
• Security deposits and payment requirements
• Insurance cover and excess charges
• Fuel policies
• Mileage limits
• Additional driver fees
• Charges for late or early returns
• Damage policies
• Any age-related surcharges
It is also important to check what documents you will need when collecting the vehicle. Many rental companies require a physical credit card in the name of the main driver, even if you paid for the booking using another payment method. If you plan to drive the car across borders or in more than one country, check in advance whether this is permitted under your rental agreement.
Insurance
Insurance is an issue that consumers regularly contact us about when hiring a car abroad. Many feel under pressure at the rental desk to buy additional cover. This can be a very costly way to cover yourself in the event of damage to the car. If you are renting in Europe, the car will automatically come with third party insurance, which will cover the cost of damage to another person’s vehicle. Before you travel, consider whether you need additional insurance to cover the cost of damage to your own hire car and shop around to compare prices. Buying excess insurance in advance is often much cheaper than purchasing it at the rental desk.
Flight delayed? Contact the car hire company immediately
Flight delays and travel disruptions can happen, particularly during the busy summer season. If you think you may arrive late to collect your rental car, contact the car hire company as soon as possible.
Many rental companies operate a “no-show” policy. If you fail to collect the vehicle within a specified period and do not notify them, your booking may be cancelled, and you could lose the money you have already paid. The specific rules should be outlined in your rental agreement.
Providing your flight details when booking and keeping the rental company informed of any delays can help avoid problems when you arrive. Do not assume that the company will be aware your flight is delayed just because you gave them the flight details when booking, you should still contact them to tell them.
Inspect the car before driving away
Before leaving the rental location, inspect the car carefully inside and out. Check for scratches, dents, chips in the windscreen, damage to the wheels and any damage to the interior. Ask the rental company to record any existing damage on the vehicle report and make sure you receive a copy.
Take your own photographs or videos of the car from multiple angles, including the wheels, roof and interior. Using your phone’s torch can help you spot small scratches or dents that may otherwise be missed. These images can provide valuable evidence if a dispute arises later.
When returning the vehicle, allow enough time for it to be inspected by the rental company. If possible, arrange for the inspection to take place in your presence and make sure you receive written confirmation of the vehicle’s condition before you leave. If you are required to return the car with a full tank, or wash it, remember to factor time for that into your journey.
What if something goes wrong?
If you encounter a problem, contact the rental company in writing as soon as possible and keep copies of all correspondence, receipts and photographs. Before you travel, it’s also worth downloading or saving a copy of your rental agreement so you can access it easily if you need it during your trip.
Check out our template complaint letter to help you set out your complaint to the car rental company.
Case study: Disputed damage charges
An Irish consumer hired and paid for a car while on holiday abroad. After returning the vehicle, the rental company charged them for damage.
The consumer asserted the damage had already been present when they collected the car with photographic evidence and contacted ECCI for advice.
The consumer brought the photographic evidence to the company’s attention, informing them they had received advice from ECCI and subsequently received a full refund.
This case highlights the importance of keeping records of the vehicle’s condition when collecting and returning it.
Case study: Breakdown and unexpected charges
Another Irish consumer experienced repeated problems with their rental car during a trip abroad. The vehicle would not start, and the consumer contacted the rental company’s assistance service.
A mechanic attended and identified a fault with the vehicle. Despite this, the rental company later charged the consumer for the mechanic’s assessment.
After seeking information through ECCI’s website and “Ask A Question” service, the consumer challenged the charge with the rental company. Following further review, the company refunded the fee.
If a rental car develops a fault or breaks down, contact the rental company immediately and follow their instructions. Avoid arranging repairs independently unless specifically authorised by the company. You may not be reimbursed for them.
More information on car rental is available here.