Watchdog finds 'shocking' levels of problems with holiday car hire and warns drivers to take care

THE CONSUMER WATCHDOG has warned of “shocking” levels of consumer problems with car hire abroad, with over 40% of holidaymakers encountering issues with their rental last summer.

The top issues identified in a survey by the Competition and Consumer Protection Commission (CCPC) were long wait times, hidden fees and the car not being as described.

The watchdog is advising people to take precautions to avoid paying more when renting a car abroad this summer.

Grainne Griffin, the CCPC’s communications director, said the volume of problems reported was “shocking”.

“Consumers planning on booking a car this summer need to be aware of the real, and potentially expensive, risks,” Griffin said.

“A summer holiday should be a time for rest and relaxation. Instead, consumers are being hit with long delays, unexpected costs and stressful disputes.”

Almost a third of holidaymakers paid more for their rental car than they originally expected.

That is despite nine in 10 customers taking at least one additional action to try to protect themselves when collecting the car. This included taking a record of the car’s condition either through photos or video, alerting staff to any damage, as well as reading terms and conditions carefully. 

Of those who experienced issues with hidden fees, one in four were stung for toll charges and the same amount for fuel charges

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The CCPC advises those planning to rent a car abroad to make sure any existing damage has been recorded by the company.

Customers should take their own clear photos and videos of the interior and the exterior of the car.

If you’re not happy with the car’s condition, or it’s not what you paid for, the CCPC advises returning it immediately.

On hidden charges, customers should double-check the company’s policies on fuel and toll charges.

So far this year, the CCPC helpline has been contacted 78 times about issues relating to car rentals. It shared some of the experiences people wrote about.

One person said: “I paid in advance, but when I went to collect the car, I was advised that they don’t accept debit cards. My booking was cancelled.”

A credit card is often required for the security hold. One in four people surveyed said they have one for the sole purpose of renting a car.

Another car renter said they signed a contract without reading it and were then charged over €270 for “additional insurance”, which they weren’t aware of.

Some 70% of those who rented a car purchased at least one type of insurance, and four in five purchased it through the car rental company.

Those who purchased insurance were twice as likely to report spending more than expected as those who didn’t, the CCPC found.

While having insurance is important, consumers should shop around, rather than feeling pressured by the company to use what, the CCPC recommended.

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