Category: News

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.

 

 

Are you going on a city break for a long weekend, or escaping to the country overseas for a few days? We have some advice to help you avoid some common travel problems with accommodation and flights, and what your consumer rights are if something goes wrong.

 

Booking your accommodation – what to look out for

These days, there are many websites where you can compare and book accommodation, flights, car hire, and more. Websites where you compare and book accommodation and/or other services are called booking intermediaries. While these websites are useful for finding and reserving accommodation, there are some things you should look out for as a consumer.

 

Check who your contract is with

Although you may book your accommodation through a specific website, your contract is not with that website, but rather whoever is the provider of the accommodation – such as the hotel themselves, or whoever owns the apartment. You may conduct the entire booking process on one website, and only see the booking intermediary’s branding and logo, but your contract is not with that company.

Example: You booked an apartment for a city break on a booking website, and paid through that website, but your contract is with the apartment owner. This is because the booking website is an intermediary, acting as a go-between you and the apartment owner.

It is important to know who your contract is with, in the event you have any issues with your accommodation. So always read the legal information carefully when booking.  

 

Read the reviews

One of the useful features of booking intermediary websites is that they offer reviews and ratings so you can compare. However, make sure you are seeing the full picture when it comes to reviews.

Click into the rating and see if it is an average score, which might not be a true reflection of the accommodation.

Sort the reviews so you can see the most recent first. Some sites will show you the top reviews by default, but it can be more useful to see the most recent reviews first. This means you can see if there have been recent issues with the accommodation.

Always do your due diligence and read the reviews.

The above advice for booking intermediaries is also true for websites where you can book flights, car hire, excursions etc – the same advice applies there too.

 

My accommodation is not as it was described on the booking website – what can I do?

If you arrive at your accommodation and it is not how you expected (not clean, not as many bedrooms as stated on website, etc.), then it is important to take action immediately.

If you have an issue with your accommodation, contact both the host/owner and the booking website you booked with. Contact them immediately upon arrival or as soon as the issue occurs. Provide them with as much evidence as possible about the problem.

If you cannot resolve your problem in this way, the next step is to issue a formal complaint to both the booking website and the host.

 

Flights and baggage sizing

Low cost flights and short breaks away mean we all try to reduce our packing to the essentials. If you’re bringing a small bag to fit under the seat in front of you, or a cabin bag you can stow in the overhead lockers, it is best to familiarise yourself with your airlines baggage sizing rules before you fly.

Make sure you check your ticket to see if you have a small check in bag or a carry-on bag. Different airlines have different sizes and different luggage rules – double check your flight booking and make sure you know what size bag you can bring, and if it needs to be checked in or not.

Check your plane ticket for baggage sizing information and adhere to the rules to avoid any surprises at the gate. And remember, if you manage to get an oversized bag onboard on the way out, it does not mean you will not be stopped and asked to pay an extra baggage charge on your way back.

 

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. We also have letter templates you can use if you need to submit a formal complaint Letter Templates – European Consumer Centre Ireland.  If you are unable to resolve your problem, you can contact European Consumer Centre Ireland here 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

 

 

 

World consumer rights day falls on 17 March. Here’s what you need to know about “know your customer” procedures and data protection for online transactions.

Online shopping, banking, and digital services have become a part of everyday life, but there are risks such as identity theft and payment fraud. To help avoid these threats, many companies are using “Know Your Customer (KYC)” procedures to verify their consumers’ identity before completing online transactions. Commonly used techniques are two-factor authentication, electronic identification procedures and digital signatures. While these checks can help protect both consumers and companies, they also raise questions about data protection and consumer rights. On World Consumer Rights Day, the European Consumer Centre Ireland sheds light on what consumers should know about KYC and their rights under EU data protection laws.

 

What Is KYC and why is it used?

KYC is the process of verifying a consumer’s identity before completing an online transaction – such as paying for a purchase online or signing up to a subscription service. It is common for banks and finance services to use KYC but is increasingly used by e-commerce businesses and telecommunications providers. The purpose is to prevent fraud, money laundering, and other illegal activities.

Beyond fraud detection, companies also use KYC to certain payment methods or even have their accounts restricted. Consumers have reported cases to the ECC-Net where repeated complaints or returns have led to account freezes, often without a clear explanation.

Merchants and service providers typically collect personal data, including:

• Name and postal address
• Email address and phone number
• IP address and device type (PC, smartphone, operating system)
• Payment card or bank account details

 

KYC requirements vary across EU countries

If you need to provide a copy of your identity document, you can use a watermarking tool to overlay personalized text. Marking the copy with a note indicating the purpose (e.g. “This copy is only for verifying my order number xxx with seller xxx”) or a date to clarify the period of validity helps to prevent unauthorized use of personal data.

 

Tips to help you keep your data safe

• Be cautious with ID requests. Not all companies are legally allowed to request copies of identity documents.
• Ask why your data is needed.
• Check your rights under the General Data Protection Regulation (GDPR).

 

European Developments: Digital Identity and KYC

The European Digital Identity Wallet, an initiative led by the European Commission, aims to provide EU citizens with a secure, interoperable and data-saving digital identification system across the EU. Consumers can digitally identify themselves and legally sign contracts with the wallet.

This could make online transactions more convenient in the future by eliminating the need for data storage with multiple companies, and consumers can retain full control over their personal data and have the right to challenge decisions based on automated assessments. At the same time, consumers must consider what information they share, for what purpose and with whom. Inadequate safeguards can leave consumers exposed to identity theft and unauthorized use of their data.

 

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.

 

 

 

 

February is Safer Internet Month and this year the message is – Use 2FA! Using 2FA (Two Factor Authentication) can help you and your family stay safe online, whether you are shopping, gaming or simply browsing the net. Read on for more information. #SaferInternetDay

 

2FA – The number one way to protect yourself online

2FA (Two factor Authentication) means adding an extra layer of security to your accounts, for example your social media, email or online payment accounts – anywhere you must log in to. 2FA adds an extra verification step when you log in, so that you can verify that it is you logging in.

This usually takes the form of a code which is sent to you by text or email or adding a step where you verify with another pin code or your biometric information (your fingerprint or face scan you may use on your phone for security purposes).

It is easy to set up 2FA from within the apps or websites you have an account on. Follow the instructions within the app or website and secure your accounts today.

 

🔐 Protecting your accounts is protecting your reputation!
Cybercriminals exploit weak security every day. Adding Two-Factor Authentication (2FA) makes hacking nearly impossible.

 

🚀 Enable 2FA today & protect your accounts!

✔ Stronger security in just 5 minutes.
✔ Prevents unauthorized access, even if passwords are leaked.

 

 

 

Are you signing up to a dating app? Many dating apps now offer paid versions, with extra features – here are some things to know before getting involved with a subscription service. This advice also applies to other subscription services, such as streaming services, so keep reading if you’re planning a romantic evening of movies and chill.

 

Subscription Services

Once you start using the app or the content on the app, for example, swiping left or right on potential dates, you are considered to be using the product. This is similar to removing the tag from clothing – you may not be able to return it.

 

Read The Terms and Conditions

Before signing up to an app, whether free or paid, always read the terms and conditions. Make sure you are comfortable with what you are signing up to. Pay close attention to terms and conditions around cancelling your subscription and closing your account.

 

Minimum Subscription Terms

Before you sign up, check if you are committing to a minimum term – is the payment taken monthly or yearly? Some monthly payments may be part of a minimum year long subscription. If you sign up to a year as the minimum term, you may not be able to get your money back, even if you pay monthly.
You can request to cancel your subscription at any time, but the business may not cancel your subscription until the end of the period of time you signed up for. You may not receive a refund for the payments for the rest of the subscription term after you request to cancel. Always check the terms and conditions of the subscription service so you know what to expect if you cancel.

 

Trial Periods

Dating apps often offer trial periods, so you can try the premium features before you commit. You may have to enter your payment details to access the free trial. Check when the free trial ends and be sure to cancel your subscription before this. If you do not cancel in time, you may be signed up to a full paid subscription. If you do not want to be subscribed to the paid version of the app, you should cancel as soon as possible.

 

Cancelling Your Subscription

If you want to cancel your subscription to an app, you should follow the cancelation process in the terms and conditions.
Please note that deleting the app does not mean you have cancelled your subscription.
You may need to cancel via your payment method if you signed up via Google Play Store or your Apple account.

 

Autorenewals

Be aware of autorenewals before you sign up. Many apps will enter you into another year’s subscription automatically. Make sure you know when this will happen, and cancel your subscription before the autorenewal.

 

I have an issue with a dating app or other subscription service I signed up for. What can I do?

1. You should first raise a formal complaint with the business. We have a letter template to help you with this here Ending a subscription – European Consumer Centre Ireland.
2. If you still cannot resolve your issue, and the business you have an issue with has a headquarters in the EU, Norway, Iceland or the UK, you can submit a complaint to ECC Ireland here Submit a complaint – 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.

Are you beating the winter blues by booking your summer get-away? Here is some useful information to help you stay informed during the booking process, and what to do if you have a problem with your package holiday.

What is a Package Holiday?

A package holiday has a legal definition, which may be useful for you to know if you have a problem with your holiday booking.

A package holiday has “two or more travel services” which are quoted as a single price. It must be at least 24 hours or one overnight stay long.

“Travel services” can be flights, accommodation, airport transfers, car hire, trips or excursions .

“Quoted as a single price” means that you are offered your package holiday as one price, not as individually priced services, for example, the travel agent or website quotes you one price for flights and hotels and does not list the prices of each separately.  This still applies even if you pay off your holiday with instalments.

Cruises are considered package holidays.

 

Before booking your package holiday

Do your research

Check review websites and see what they say about the travel agent you are using, or the accommodation you are interested in. You could also google the travel agent and see what reviews or news stories you can find about them. This can help you to make an informed decision.

Always read the terms and conditions carefully

You should pay particular attention to any terms and conditions about changes made to the booking by you, changes made by the travel agent, and cancellations. If you are paying a deposit to secure your booking , you should also check the terms and conditions about deposits carefully.

Different travel companies might have different terms and conditions, so it is important to check the terms and conditions of each company if you are shopping around.

Remember, if your holiday deal seems too good to be true – it just might be.

 

What can I do if something goes wrong with my package holiday?

If something goes wrong with your holiday, the travel organiser must address the problem. If significant parts of the holiday are not as specified, you must be offered suitable alternative arrangements.

You should contact the travel agent to raise a formal complaint. If you are unable to resolve this issue through a complaints process, then you can submit a complaint to ECC Ireland, if the travel agent is based in another EU country, Norway, Iceland, or the UK. Submit a complaint

You can find more tips for booking a holiday here

Package travel – European Consumer Centre Ireland

Booking a foreign holiday in 2024: Dos and Don’ts – European Consumer Centre Ireland

 

ECC Ireland is here to support you with consumer issues where the business is based in the EU, Norway, Iceland or the UK. See our letter templates here to help you to contact a business if you have an issue – ECC-IE Letter Templates. If you cannot resolve your issue with the business, you can contact us. If you are in Ireland and the business you have an issue with is also based Ireland, you should contact the Consumer and Competition Protection Commission (CCPC).  Contact the CCPC here Contact us – CCPC.

Hotels, flights, restaurants, spa treatments, shopping, rally driving, helicopter rides…. the options for gift vouchers are endless. Read on to find out what rules apply in the EU and most importantly what you can do if you have a problem with a gift voucher.

Can you buy a voucher from an EU based business?

While you can usually order a gift voucher from a business in another EU country, you should always check if some limitations apply. So, for example, if you buy a gift card on a German site, the terms and conditions could require that the voucher is only spent on the German website or in the Germany shop.

What are the rules around gift vouchers?

While national laws can vary between countries, EU law provides important protections that consumers can expect when they buy or receive a voucher for a business located within the EU, Iceland or Norway.

Businesses must provide you with all the essential information you need to make an informed decision. This includes information about the product or service you are buying, and any terms that apply. This information is usually set out in the terms and conditions. Both the business and the consumer are bound by these terms and conditions.

When it comes to gift vouchers, this means you should be given clear and consistent information about:

• monetary value
• expiry date
• any conditions on how the voucher can be used e.g. how it can be spent and how the consumer can check the remaining balance.

Are expiry dates allowed?

There are no common rules in the EU on the minimum timeframes that vouchers must be valid for.  For instance, Ireland has a five-year expiry rule for most gift vouchers, while in other countries the expiry date is set by the business. So always make sure you check the terms and conditions around the expiry date in advance.

What about if a voucher has expired?

If your voucher has expired, you usually do not have the right to get a refund or extend the card duration. However, it is worth contacting the business to find out if they will extend it as a gesture of goodwill.

What should I do if I have a problem with a gift voucher?

If your voucher is for a business located in another EU country, Iceland, Norway or the UK and you live in the Republic of Ireland, we can help you. You can either use our ‘Ask us a question’ for example, to find out if the rules around expiry dates in another country. Or you can ‘Submit a complaint’ to us, for example if you weren’t provided with an expiry date or have difficulty using your voucher.

If you are a resident in Ireland and the business is located in Ireland, you will need to contact the Competition and Consumer Protection Commission.

Hiring a car when you are abroad gives you great freedom to go where you want when you want. It can also save you from having to drag heavy luggage on crowded public transport. But hiring a car in another country can be difficult. Issues with car hire, especially about damage charges, insurance coverage, and fuel policies, are one of the most common reasons that consumers contact European Consumer Centers every year. This article has our top tips before you rent a car and what to do if it doesn’t go smoothly for you.

1. Book early! Particularly if you are travelling during peak tourist seasons or to popular holiday resorts, consider booking your car hire at the same time as you book your holiday. Car rental rates at airports are often higher due to their convenience and high demand. Pre-paying in advance is often cheaper. If you do, make sure that the booking has a cancellation policy, this way you can check the prices closer to the holiday and cancel if there are better offers available.
2. Do your homework online before you book. It is just as important to book from a reputable broker or hire business as it is to get a good price. Take your time to look up reviews as well as compare prices. The price should include all charges in the total booking price at the time of booking, including additional costs such as specific fuel service charges, airport fees etc. Any optional extras should be listed too.
3. Read the terms and conditions. They should clearly describe the key rental services in your national language and most importantly they should provide you with essential information about the rental’s main features, such as what mileage is included, the fuel policy, cancellation policy, and deposit requirements. Before signing a car-hire contract, make sure you know exactly what the mandatory insurance contract covers. Along with detailing the fuel policy the contract should also detail what is and is not covered, as well as the excess that may be charged in the event of a damage or other claim.
4. Inspect the car before you drive away. Both you and the car rental business should inspect the car before you drive away. Test the brakes, air conditioning, lights, and windshield wipers to ensure they function properly. Take photographs of any damage, however minor, before you leave the premises and make sure the damage is recorded by the rental business before you leave. If you drop your car off out-of-hours take photos of its condition, as you may be held responsible for any damage that occurs.
5. Return the car within the terms of the policy. This means returning the car on time and as per the fuel policy that you signed up to. Do a final thorough check and collect evidence that you are returning the rental car damage free. Make sure that a representative of the car rental business signs an acceptance form or indemnification statement. This proves that the car has been returned in the same condition as you received it. It’s important to keep the paperwork no matter whether there is damage to the car or not.

Unfortunately, you can follow all these tips and abide by all the policies and still run into difficulties. If you do run into problems, the first step to take is to make a complaint to the rental business. Our letter templates can help you with this. You can also find out more about your rights in our car rental information. If you have made a complaint to the business and are unhappy with the outcome, or you get no response then you can escalate your complaint to us using our complaint form.

Euro 2024 kicks off in a matter of weeks. Whether you’re a seasoned traveler or a first-time visitor, if you’re planning to enjoy the action live in Germany this summer, read our top tips to ensure a smooth and memorable journey.

1. Make sure all your plans are in place

During Euro 2024, demand for trains, flights, hotels, and other services is expected to be high. Research the match schedules, cities hosting the games, and nearby attractions and make sure you have made all your bookings before you travel.

2. Last minute match tickets

Whilst most tickets were sold months ago, there are last-minute sales opening this month. UEFA provides an official resale platform which is the only authorised channel for fans to buy tickets from others. At the start of May tickets listed on the resale platform will be available to buy at cost price, along with any other remaining tickets. Do not be tempted to use any other platform to buy tickets as you may be refused entry.

3. Travelling by rail

If you are planning to travel by train in Germany, you have several options to choose from. ICEs are the fastest trains, but also the most expensive. Regional trains (RB, RE, IRE) are cheaper, but your journey will be longer. To make up for any delays and avoid a stressful platform change, choose a connection of at least 45 minutes.  If you plan on using local and regional public transportation, consider the “Deutschland-Ticket” offered by Deutsche Bahn (DB). It allows you to travel throughout the month for €49. Be aware this is a monthly subscription that must be cancelled.

4. Driving in Germany

Berlin, Cologne, Dortmund, Düsseldorf, Frankfurt on the Main, Gelsenkirchen, Leipzig, Stuttgart and Munich, all have environmental zones called Umweltzone. To drive in the cities your car must have a “Umweltplakette 4”. This green sticker is compulsory for all German and foreign vehicles. Read more about driving in Germany and how to order your environmental badge on ECC Germany’s website.

5. Don’t forget to pack your travel insurance

Travel insurance can give you extra peace of mind if something goes wrong on your trip. Particularly if you have booked the different elements of your trip yourself, travel insurance can help you if you must cancel or cut short your visit, you miss transport or are delayed for reasons beyond your control, or if you have a medical emergency. We recommend taking out the insurance as early as possible.

Who can help if I have a problem?

Most fans will have the time of their lives. But what should you do if your accommodation isn’t up to scratch, or your flight is delayed, or you have issues with a car rental? Depending on what your issue is check our site for information about what you are entitled to. Keep all receipts/photos and document everything. When you get back home make a complaint to the business involved and if you need more help contact us through our ‘ask a question’ or ‘make a complaint’ forms. We are here to help!

 

We are happy to announce that our new ECC Ireland service is now open. This means that if you have a question about your EU consumer rights you can use our ‘ask a question’ service. You can also ‘make a complaint’ to our dedicated case handling team.

How can our service help you?

If you have an issue with a business located in another EU country, Norway, Iceland, or the UK, we can help you resolve this problem. Here are the steps you can take:

• Step one: find out about your rights. We now have a dedicated ‘ask a question’ service. Simply tell us about your issue, provide us with your details and a trained case handler will respond by email with specific information and advice, based on your circumstances. You can also read the consumer information pages of our website where we set out your EU rights for shopping and travelling.
• Step two: make a complaint to the business. Armed with the information you have about your rights; you can complain in writing to the business. Set out what happened, any interactions you had with the business and how you want the problem resolved. Our letter templates can help you do this. This step must be taken before you can escalate your complaint to us.
• Step three: escalate your complaint to ECC Ireland. If you are unhappy with the response from the business or you don’t hear back from them, you can make a complaint to us. We can then mediate between you and the business. The purpose of this mediation is to find a solution that is reasonable and acceptable to both parties.