Car hire problems are a common consumer rights issue – so we want to share how to avoid car hire issues and what your consumer rights are if something goes wrong. Here’s some helpful tips for booking a rental car and what to do if you have problems with your car hire, including letter templates and advice for submitting formal complaints.
Booking your hire car – what to look out for
Check your car hire contract and who it is with
When booking your car hire, be sure you know who your contract is with. You may be using a booking intermediary service , or even booking through the company or travel agent you booked your flight or accommodation with. It is important to know who the contract is with, in case you need to contact them for help or if something goes wrong.
Check the car hire contract carefully. What may have been offered to you at the booking stage on the website or by a customer service agent may not be present in the contract itself, so take the time to read through the contract thoroughly.
Final price
When given a quote for car hire, make sure this is the final price. The car hire company may offer optional extras and additional insurance cover when you collect the car – you may not need these.
Terms and conditions
Make sure you are fully aware of the terms and conditions of the car hire contract. Here are some key points to look out for:
• Fuel Policy – do you need to return the car with a full tank?
• Toll Payments – who will pay any tolls that you incur on your journey? Will they be added to your bill or taken from your credit card?
Collecting your hire car – what to do at the car hire company desk and before you drive off
Payment methods
You will likely pay for your car hire when you collect it. Be sure you know what payment methods are accepted by the car hire company. Some companies will only accept credit cards and will not accept debit cards. Make sure you can provide the payment method that the car hire company will accept.
Some companies will not accept prepaid payment cards. You may be able to access a prepaid payment via your banking app, however double check that the car hire company will accept a prepaid credit card.
Delayed flight and being late to collect your hire car
If your flight is delayed and you will be late to collect your rental car, it is important to let the car hire company know as soon as possible. Contact the car hire company while you are waiting in the airport. Even if the car hire company has your flight number, you must inform them that you are delayed. It is best to ring the car hire company and inform them over the phone about the delay, and to also follow that up with an email to the car hire company so that it is writing too.
If you booked your rental car through a booking intermediary, you should let both the car hire supplier and the booking intermediary know. For example, if you booked your car hire through the same company where you booked your flights or accommodation, or on a website to compare car hire deals, you must also let this company know about the delay.
Car Hire Insurance
Your car hire fee should include insurance for the duration of the hire period. If you are offered additional cover at an additional cost, double check the additional cover to ensure you need it. The insurance cover you need should be included upfront in the car hire fee.
Drivers Licence
Make sure your driver’s licence is valid, in date and legible. If your licence or copy is in bad condition (torn or scratched), the car hire company may not accept it.
Inspect the hire car for damage before you set off
Your rental agreement upon pickup should include an illustration or diagram of the car which details any current damages on the car. If there is any damage to the car that is not noted on the illustration, make sure you flag it to the car hire company before your drive off. Check the inside of the car as well as the outside.
Planning your journey and driving your hire car
Cross border driving in your rental car
If you are planning a journey where you drive in and out of multiple countries, you should check your car hire contract to make sure that the rental company allows you to drive across borders.
Get to know local driving laws
Check the local driving and parking laws before you go. Every country has different speed limits – they are not the same all over Europe. Double parking, parking “just for a minute with the hazard lights on”, and parking on footpaths might be tolerated where you normally drive, but the rules might be much stricter where you are driving you hire car. Don’t take a chance and make sure you stick to local laws.
MAKE SURE YOU DRIVE ON THE CORRECT SIDE OF THE ROAD!
I have a problem with my car hire – what can I do?
Record correspondence in writing and gather evidence
From the start of the booking process, it is best to keep a record of all your correspondence with the car hire company or booking intermediary. Document the issue, collect evidence such as photos, and keep all your correspondence on file. Make sure you record all the correspondence in writing.
Remember if you booked through your flight or accommodation company or another car hire website – you should also inform them of your issues, and document your correspondence.
My hire car was different from what I booked. It does not meet the specifications – what can I do?
Your hire car should match the specifications of what you booked, and if the exact make and model you booked is not available, you should be offered a car with the same specifications and capacity, or better.
If you have a problem with the car on arrival such as the car not matching or exceeding the specifications, damages that are not listed on the rental agreement etc, you must let the car hire company know immediately, as well as the company you booked your car through, if they are different.
I returned my rental car and have been given additional charges which I do not agree with – what can I do?
Document all of your correspondence and gather your evidence. The car hire company must be able to detail each additional charge and why they have added it. Refer to your contract if you believe you did not agree to these charges. If you cannot resolve the issue when returning the car, you will need evidence to support your claims in making a formal complaint to the car hire company.
If you cannot resolve your problem with your car hire company, you should submit a formal complaint. ECC Ireland has letter templates you can use if you need to submit a formal complaint about your car rental – Letter Templates – European Consumer Centre Ireland.
For more information on your consumer rights when travelling in Europe, check our consumer rights information here Travelling in the EU – European Consumer Centre Ireland.
If you are unable to resolve your problem with your car hire company, you can contact European Consumer Centre Ireland – Contact us – European Consumer Centre Ireland.
If you are in Ireland and the business you have an issue with is also based in Ireland, you should contact the Consumer and Competition Protection Commission (CCPC). More information can be found here The Competition and Consumer Protection Commission.