Car hire customers feel pain in Spain
THE shock of being charged twice for a car hire service in Spain has cast a long shadow over a couple’s holiday. Jeffrey Browne and his wife say they are upset both at the loss of £70 and also at the way the money was taken after they had placed their custom and trust in Costas rental firm Flamenca Cars.
The pensioners had saved up so they could take a few weeks’ break in May and early June to travel around and visit friends.
Having been previously satisfied customers of Flamenca they booked by telephone from home in England, putting down a deposit on the £860 rental, paying by debit card.
But this time it was very different. The first car they rented from its desk at Alicante airport broke down and following some negotiation was replaced.
Then towards the end of the trip Jeffrey decided it would be more relaxing to have the car picked up by Flamenca from where they were staying and let a friend drive them Picture posed by models back to the airport. “Flamenca said it could be arranged if I paid so I agreed,” he says.
“Two men from Flamenca came to do the pick up.
“I handed over the payment
THE DANGERS OF BEING IN HOLIDAY MODE
A SLIP like Jeffrey’s was understandable but is also a warning to others, says Ernesto Suarez, founder of icarhire insurance.com, whose specialist cover from £2.99 a day can protect drivers from paying inflated excess charges when a vehicle is, for example, damaged or stolen.
“On holiday it’s easy to forget to do things you would automatically do at home,” explains Suarez.
“But due to the way car rental companies operate, a preauthorisation in cash and quickly.”
In the rush and because it had been arranged with Flamenca’s office it did not occur to Jeffrey to get a receipt. But after he returned it was all done very for these types of charges would typically be given by the customer when they collect their vehicle.”
New research by the insurer found that some 72 per cent of people who rent cars found contracts baffling and 17 per cent cited unexpected charges when picking up the hire car.
For a car-hire guide and advice about disputes with a trader in another EU country, visit the UK European Consumer Centre website ukecc.net or call 01268 886690. home he found the bank card he used for the hire had been debited with the same sum again.
“I was appalled,” he said. “But I also realised that I did not have any written details although the company must they had sent.”
Realising the difficulties with fighting a long-distance battle alone he turned to his bank Nationwide and Crusader for help.
We have contacted Flamenca Cars twice but are still waiting for a response.
We were also in touch with Nationwide which supported its customer by raising a chargeback possible under consumer debit-card protection rules.
But not having that receipt might prove tricky as that is the key evidence supporting the claim that the bank provides for the card payments operator Visa.
While no one doubts his honesty that proof would have nailed his claim.
Jeffrey, who has blocked that card, now awaits a final decision on the chargeback.
And we will continue to press Flamenca to do the right thing and finally accept that the company made a mistake. have known who