car hire refund?

oliviacooper

Hi, I booked car hire through Argus (aka Cartrawler), and was emailed a voucher for Easirent. Stupidly, I didn't check the voucher was correct. So while I'm sure I booked for 9pm collection as that's when my flight landed (and they had the flight number so could have checked it), the voucher said 1pm.

So on arrival, I was told they had cancelled the booking as I hadn't turned up at 1pm. I had booked 2 days car hire, paid £13 up front, another £32 payable at Easirent desk. They had no cars available, so we had to book in the airport with another firm, which cost £105 (plus costs of being on hold to Cartrawler's Irish phone number for 10 minutes and failing to get through).

On getting home, I contacted Argus, who put me on to Cartrawler, who have said there's no way they will refund the £13 or pay any compensation for extra costs. I know I should have checked the voucher, but as they had my flight details and it was booked for two days (and they rented the car out to someone else so clearly aren't out of pocket), shouldn't they be required to give a refund / compensation? I paid via credit card, but as it's less than £100 I presume I have no recourse there either?

Moral of the story, yes I know, CHECK the voucher. And DON'T deal with Argus / Cartrawler. But just wondered what my rights are given they had the flight number and a two-day booking? Not even sure whether the contract is with Easirent or Argus? Thanks for your thoughts in advance...

wealdroam

oliviacooper wrote: »

Hi, I booked car hire through Argus (aka Cartrawler), and was emailed a voucher for Easirent. Stupidly, I didn't check the voucher was correct. So while I'm sure I booked for 9pm collection as that's when my flight landed (and they had the flight number so could have checked it), the voucher said 1pm.

So on arrival, I was told they had cancelled the booking as I hadn't turned up at 1pm. I had booked 2 days car hire, paid £13 up front, another £32 payable at Easirent desk. They had no cars available, so we had to book in the airport with another firm, which cost £105 (plus costs of being on hold to Cartrawler's Irish phone number for 10 minutes and failing to get through).

On getting home, I contacted Argus, who put me on to Cartrawler, who have said there's no way they will refund the £13 or pay any compensation for extra costs. I know I should have checked the voucher, but as they had my flight details and it was booked for two days (and they rented the car out to someone else so clearly aren't out of pocket), shouldn't they be required to give a refund / compensation? I paid via credit card, but as it's less than £100 I presume I have no recourse there either?

Moral of the story, yes I know, CHECK the voucher. And DON'T deal with Argus / Cartrawler. But just wondered what my rights are given they had the flight number and a two-day booking? Not even sure whether the contract is with Easirent or Argus? Thanks for your thoughts in advance...

I'l give you a couple of pointers to things to read, but leave it to you to decide how to proceed.

MSE's Chargeback article will describe how you have some protection for sums under £100 on either a credit card or debit card.

This post may help you work out whether your money is refundable:

Is a deposit ever refundable?

whatmichaelsays

oliviacooper wrote: »

Hi, I booked car hire through Argus (aka Cartrawler), and was emailed a voucher for Easirent. Stupidly, I didn't check the voucher was correct. So while I'm sure I booked for 9pm collection as that's when my flight landed (and they had the flight number so could have checked it), the voucher said 1pm.

So on arrival, I was told they had cancelled the booking as I hadn't turned up at 1pm. I had booked 2 days car hire, paid £13 up front, another £32 payable at Easirent desk. They had no cars available, so we had to book in the airport with another firm, which cost £105 (plus costs of being on hold to Cartrawler's Irish phone number for 10 minutes and failing to get through).

On getting home, I contacted Argus, who put me on to Cartrawler, who have said there's no way they will refund the £13 or pay any compensation for extra costs. I know I should have checked the voucher, but as they had my flight details and it was booked for two days (and they rented the car out to someone else so clearly aren't out of pocket), shouldn't they be required to give a refund / compensation? I paid via credit card, but as it's less than £100 I presume I have no recourse there either?

Moral of the story, yes I know, CHECK the voucher. And DON'T deal with Argus / Cartrawler. But just wondered what my rights are given they had the flight number and a two-day booking? Not even sure whether the contract is with Easirent or Argus? Thanks for your thoughts in advance...

At the risk of sounding unpopular - You don't check your details, but you expect another person, who probably has lots of better things to do, to do the same?

Unless the company offers a "holding your hand and checking your mistakes" service as standard, I don't see how the bolded parts are remotely relevant.

oliviacooper

It's a fair point; I suppose I'm just most riled about the customer service they've given. The whole attitude has been: "we couldn't give a monkeys what you or any other of our customers thinks, and we're keeping your money whether you like it or not."

When speaking to Thrifty, who we eventually booked with, they emphatically said that Easirent should have checked the flight details, otherwise what's the point of requesting them.

unholyangel

oliviacooper wrote: »

It's a fair point; I suppose I'm just most riled about the customer service they've given. The whole attitude has been: "we couldn't give a monkeys what you or any other of our customers thinks, and we're keeping your money whether you like it or not."

When speaking to Thrifty, who we eventually booked with, they emphatically said that Easirent should have checked the flight details, otherwise what's the point of requesting them.

I presume they check them in case of delayed flights. Possibly checked yours at the time (if its a regular flight, it may have already landed that day or the day previous).

They might have your flight number but that doesn't tell them what your actual flight time is, only the flight time/schedule of that flight (if you see what I mean?).

pinkshoes

If there were no cars available, then they have clearly re-rented it, so other than admin costs, they have no loses.

Also, did it say on the ticket or t&cs that if you didn't pick up the car within X hours of the stated time, then they would cancel?

EDIT: Found their T&Cs:

http://www.arguscarhire.com/terms-conditions/?c=gb

It says that (at the very bottom of the booking conditions):

If you make a booking but do not collect the vehicle, no funds paid will be reimbursed. Please be advised that in the event of a delayed arrival it is the customer’s responsibility to contact car rental agent. In the event of a flight cancellations or delay, CarTrawler will not be held responsible for the funds paid. The refunds must be claimed from the holiday insurance.

See the bit in bold. NOWHERE does it say WHEN you have to collect the vehicle. NO time frame is given for when they accept that you have failed to turn up.

On this basis, (but do double check the T&Cs, as there are so many of them), I would want a full refund AND them to pay for any additional costs incurred.

oliviacooper

pinkshoes wrote: »

If there were no cars available, then they have clearly re-rented it, so other than admin costs, they have no loses.

Also, did it say on the ticket or t&cs that if you didn't pick up the car within X hours of the stated time, then they would cancel?

It said in the main terms that "if you collect or return your vehicle outside of the pickup/ dropoff time and date booked, there may be additional charges applicable."

In the small print it says "No refunds will be given if you fail to collect the vehicle at your specified time or if you fail to meet the driving license, passport, credit card or other documentation requirements outlined in this voucher."

You'd imagine there should be some leeway in "at your specified time", but it doesn't state what - if any - there is.