Crusader Steer clear of upgrade pain
SHOCK extra car hire charges of £ 500 cast a long shadow over Bob and Val Gillingham’s Florida holiday. When the retired couple left the Sunshine State earlier this year, they had to pay more than double the expected amount.
The sorry incident over a car upgrade left them feeling more ripped off than relaxed.
The upgrade was not something that they had requested but a complimentary substitute, as they understood it, when the original vehicle they had booked with rental firm Alamo was unavailable.
The unfairness of it all prompted them to ask Crusader for help and last week their long- haul battle finally had a happy ending.
Alamo has returned the extra payment and given the couple £ 36 as a goodwill gesture. And to its credit, it has apologised for the wrongful charge.
This positive result comes hot on the heels of an EU- wide review led by UK regulator, the Competition and Markets Authority, of the rental sector and its shortcomings.
On the back of this, leading EU car rental companies Avis Budget, Europcar, Sixt, Hertz and Enterprise Rent- a- Car, part of the same group as Alamo, have all announced that they intend to improve their customer service.
Over the next six months they plan to introduce greater website booking transparency so customers are clear where best value lies.
They also aim to provide more information about insurance and optional waivers, more details about inspection processes and better notification about damage charges.
Recalling their experience the Gillinghams, from Kent, said that they booked their car on Alamo’s UK website
When they arrived at the firm’s Miami Beach office, they paid for the car and completed the paperwork. Bob then went to the garage with an Alamo member of staff to collect the car.
“Only then was I told that our pre- booked model wasn’t available. A smaller one was suggested but that would have meant leaving one of our cases on the back seat in full view of passers- by, which would have been a theft risk. So I accepted an upgrade to an SUV. There was no mention of any extra cost nor did I sign any further forms.”
When the couple returned the car at the end of their holiday $ 800(£ 500) had been added to the rental bill. “The money had already been taken from my card,” said Bob.
“We complained but the clerk said there was nothing she could do and offered instead a free upgrade on our next visit.
“It seemed outrageous the way they justified their actions.”
Bob complained to Alamo in the US. “All promised help but they just strung us along until they cut off communication.”
Eventually Crusader tracked down a UK Alamo representative and within days the Gillinghams had their redress.
Alamo confirmed only pre- agreed upgrades are chargeable, adding: “We are currently looking into the situation to understand how this occurred to make sure it doesn’t happen again.”
Check the car when you drop it off. Ideally, take photos.
Buy insurance before you reach the rental desk. If you hire a car in Europe, insurance is usually included. However, you’ll have to pay an excess if the car is damaged or stolen. Excess insurance from the rental desk costs about £ 18 a day. Cover from icarhireinsurance. com costs just £ 2.99 a day.
If you live in the UK and hire in the US, sometimes insurance is included. Otherwise buy it in advance. Policies from rental desks cost about £ 20 a day. Policies from icarhireinsurance. com from £ 5.99 a day.
Check the fuel policy. Some US companies insist on a receipt to prove the car was filled within 10km of the rental desk, otherwise they will make a charge.