Introduction to a Nightmare Holiday Experience
A family’s holiday car rental experience turned into a disaster, resulting in an extra cost of 500 euros. The family had booked a Goldcar rental via easyJet for their holiday to Pisa. However, upon arrival at the desk, they were informed that the booking was made on the wife’s card and that she should be the main driver. This was not explained during the booking process, and they had never encountered this issue before with Goldcar or other firms.
The Problem Encountered
The family was forced to make a brand new booking, which was much more expensive, costing 500 euros (400 euros plus a 100 euro deposit). They also lost the money for their original booking, which was put down as a "no show." Extra charges were not explained to them, adding to their frustration. The family is now seeking help to resolve this issue.
Expert Advice
Consumer disputes expert Scott Dixon believes that the family has a strong case under the Consumer Rights Act 2015. The Act states that key terms must be prominent and transparent, not buried in the small print. Dixon argues that if the booking form allowed a payment to be made by someone who was not the main driver without warning that the booking may be invalid, it could be considered misleading.
Possible Actions to Take
Dixon advises the family to complain to the firm itself, explaining their situation and requesting a refund. If this does not work, they can raise a chargeback with their bank, citing the breach of contract under the Consumer Rights Act 2015 and the Digital Markets, Competition and Consumers Act 2024. It is essential to provide evidence, including screenshots, booking pages, emails, photos, videos, receipts, and a bullet-point timeline of events.
Industry Bodies and Their Role
Goldcar is not a member of the European Car Rental Conciliation Service, so there is no route for redress through this organization. Although it is a member of the British Vehicle Rental and Leasing Association, this organization cannot assist with overseas rental disputes.
The Most Important Advice
The biggest single piece of advice is to do your research and vote with your feet. Goldcar came bottom of the Which? annual car hire survey and has a Trustpilot rating of just 2.2. A quick Google search before making a booking could save a lot of hassle.
What Goldcar Had to Say
After intervention, Goldcar looked into the family’s case and offered some redress. The firm maintained that the booker received two notifications ahead of collecting the vehicle, including the requirement for the card payment to be made by the main driver. However, it acknowledged that it could improve its customer service and pledged to review its terms and conditions, both on its website and on that of brokers offering its services.
Conclusion
In conclusion, the family’s holiday car rental experience with Goldcar was a disaster, resulting in an extra cost of 500 euros. However, with expert advice and evidence, they may be able to recover some of their losses. The most important lesson is to do your research and choose a reputable car rental company to avoid such problems. By being aware of your rights and taking the necessary steps, you can protect yourself from unfair and aggressive commercial practices.
