Horror stories abound about car hire. Catherine Cronin sifts through the data and comes up with some safeguards
Love them or loathe them, the holiday season often entails some involvement with car rentalfirms.
Renting a car should be straightforward, but it can often happen in rushed circumstances resulting in hidden charges, complex documentation, and sometimes, disappointing drives.
Last year alone, the Office of the Director of Consumer Affairs (ODCA) received 91 complaints about cars booked through firms here, while 40 people sought refunds through the European Consumer Centre (ECC) in Dublin.
And while these numbers seem small, the sums of money involved are quite substantial, according to the ODCA.
The complaints involve operators of all sizes.
Most relate to confusion about internet bookings which fail to detail - or poorly detail - a whole raft of charges added to the quoted base rental price. Misunderstanding the insurance cover, and credit card charges for alleged damage after cars were returned, were also common complaints.
And it seems this is fairly common. A recent survey of car rentals in five Mediterranean destinations by the AA Motoring Trust found similar issues; hidden charges, complex insurances and unhelpful service.
Interestingly, it also looked at the condition of the cars and found them generally good across the resorts surveyed: best in Italy and Portugal, worst in Spain and Turkey, with Greece in the middle.
Two resorts stood out as glaringly bad - Alanya in Turkey and Playa de las Americas in Tenerife, where most of the cars hired were in poor or very poor condition.
So the wise consumer will shop around for several quotes, says the AA's Conor Faughnan. "But don't just be driven by price. The best price may not be the best deal - it's important to consider the insurance, fuel rates, mileage and breakdown services. And, choose from a reputable provider," he adds.
"Weekend rates, all-inclusive offers, advanced booking bonuses, affinity or loyalty schemes based on flight carriers, credit cards or AA membership, can all reduce the cost considerably."
The most common pitfalls and how to side-step them
Overlooking additional charges:
Online and telephone rental quotes tend to be a base price only. Typically it includes basic insurance in European quotes, generally extra in US rental quotes.
Then several other fees can be added to the base price - tax and airport levies, as well as charges for services like delivery and collection, different location drop-off, outside business-hour returns (not advisable anyway), child seats, lost keys, additional drivers, cross border/state driving penalties, buying more insurance, and the like.
These fees are listed in the Terms and Conditions and generally in various pop-up boxes on the web page.
So when booking by telephone, ask about these charges, and be sure to read the fine print on web-sites. Some of the larger car rental agents as well as Hotwire, Travelocity, and Carjet.co.uk, make it easy to understand the full price before confirming the reservation.
Misunderstanding rental car insurance:
Car rentals in Europe typically include third-party cover, Collision Damage Waiver (CDW) and theft cover for the rental car, as standard. If you damage the car, CDW reduces your outlay to an agreed amount called the waiver or the excess. However, personal accident protection for yourself and your passengers, and contents insurance, tend to cost extra if you want them or don't have this cover elsewhere.
High excesses are standard in rental car insurance: The CDW excess can range from €650 to €2,500 depending on the category of the rental car.
However, without it, you would be liable for the full costs of repairing or replacing the rental car. Full excess may be captured even for minor damage.
Customers have complained about the excess being hoovered by rental companies for even minor damage, according to Mary Denise O'Reilly of the ECC.
One Spanish client renting in Ireland last year accepted an excess liability (CDW) of €750.
The car got scratched and he expected the repairs at most to come to €330, anticipating a refund of the balance.
The rental company said the repairs cost €775; it was retaining the €750, and would cover the balance.
Gaps in insurance cover for damage to rental car: People wrongly assume CDW covers everything. It excludes theft, damage to glass, tyres and underbody, cross-border driving such as going into Northern Ireland from Donegal, and damage caused by alcohol, or breach of the Road Traffic Acts, among others. So read the policy.
Reducing or eliminating the excess: ie, buying Super-CDW: Super-CDW reduces the CDW excess to zero. So in the event of certain types of accidents, you pay nothing.
However, this costs €15 a day and more depending on the category of rental car. It's optional, so just make an informed decision about whether it's worth it for you or not, advises the AA's Faughnan.
Footing the bill for pre-existing damage to the car:
Rental companies supply a form stating the car is free from damage or else outlining any dents present. Look over the car inside and out with the rep, note the mileage and any pre-existing damage on the contract. O'Reilly recommends returning it in the presence of a rep, getting a name, and making a point of having them look over it again.
Fuel charges: You also have to decide how to pay for the petrol in the tank. The least-expensive way is to fill up just before returning the car. Plan the journey to facilitate this as otherwise costly penalties will apply.
Sub-standard/different car than booked:
As Seinfeld joked, sometimes car rental companies know how to take reservations but not how to hold them.
If a promised class is not available, an upgrade is generally provided at no additional cost. However, be wary of encouragement to upgrade at a cost. Especially If you suspect it's because there are no cars left in your pre-ordered category. And inform the agent about faulty cars at the earliest convenience.
AT PICK-UP
• Inspect for damage, windscreen chips and note these on contract.
• Check lights, indicators, brakes, wipers and tyres, especially on older cars.
• Check whether there are charges for late drop-off.
• Scan the rental agreement.
• Check that the mileage figure is correct.
ALSO WORTH ASKING:
1. Insurance Cover
What is included in the price and what are the costs of extra cover? (Third Party, CDW, Theft, Personal Liability).
Are single vehicle accidents, reversing, windscreen, headlights, tyres, glass, and underbody and cross-border driving covered?
2. Insurance Excess
How much is the CDW excess? What are the costs of eliminating this?
3. Total Price
What's included and what extra charges and levies will apply?
4. Fuel charges and other features of the package
Are there charges if the tank is returned unfilled? Is there unlimited mileage? If not, what's the extra charge per mile/km?
Who can drive? Are there surcharges for additional drivers? What are the age or licence limitations? Are there cross-border fees or exclusions?
5. Is there a guarantee of car of choice?