Have Europcar have pulled a fast one?

welsh.sara_2

I hired a car on-line for our family holiday to France last month. I selected a large people carrier for 6 of us (4 adults and 2 infants) and out of the list offered, I then selected a VW Touran (6 seater, no luggage space). It was the cheapest option as the VW Caravelle's etc (8 seaters excl. luggage space) were about £600 more expensive for the 2 weeks that we rlequired it. We planned on leaving our 2 eldest (21 yrs) to catch the SNCF Train direct to our destination with just their hand luggage, then loading up all our luggage and our 2 infants into the 6 seater and driving to our destination. Once there, when luggage etc was all sorted, it would leave us with a 6 seater to drive around in as a family.

We were warned by friends that the Hirecar companies in Bordeaux have often ignored requests for 6 seater people carriers and tried to offer smaller family cars in their place, so I telephoned the on-line company and stated my concerns. I was reassured that I would receive a VW Touran unless in the instance that it was involved in an accident or needing repairs, in which case, an equivilent vehicel with the same specifications would be given. I telephoned twice in fact, and reassured twice.

But, when I arrived, Europcar tried to palm us off with a Renault Megane (5 seater) and when we showed them our voucher, the Sales Assistant stated that if we wanted a large people carrier, then we should have paid the extra to secure it. As a result, in order to actually get what we originally intended, we ended up shelling out another £200 at the desk.

Can this be claimed back do you think or are Europcar well within their rights to do this?

Sorry for the epic post (and well done if you've got this far)! Sorry also, if this is more a legal-advice topic, but my husband is nagging me to sort this out and I don't know where to start!

RobertoMoir

welsh.sara wrote: »

Sorry for the epic post (and well done if you've got this far)! Sorry also, if this is more a legal-advice topic, but my husband is nagging me to sort this out and I don't know where to start!

I'd start by phoning, or better still, writing, to the people you made the arrangements with and who assured you that things would be fine explaining what happened, just as you have here, and what you expect them to do in order to remedy things.

welsh.sara_2

Thanks Robert, I'll do that.