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Forced to buy expensive rental insurance - need advice

I recently used kayak.co.uk to rent a car for a weekend. After finding what I thought was the best deal Kayak directed me through to the website of Holiday Autos where I proceeded to complete my booking.

I did not choose the optional insurance as I have my own car rental excess reimbursement + CDW insurance policy.

I arrived at Alamo in London City Airport only to find out that I had in fact booked through an American broker (i.e. Holiday Autos, USA) and as such the booking had a maximum excess of £18000.

I was then told that Alamo has a policy of no more than £1000 as the maximum excess. I was then told that my only option was to pay for Alamo insurance in order to bring the maximum excess down to £1000. That cost me a total of £83 for 3 days worth of car rental.

My own insurance policy only works by reimbursement, so i couldn't use that to bring the excess down.

The Alamo desk clerk was helpful saying that this happens often and that neither Kayak nor Holiday Autos inform users properly about the fact they are being taken to an American broker. And that was very much the case with me, I had no idea they had routed me to a US website. He said I should complain and that I should receive a refund from Holiday Autos.

I'm livid.

Do you have any advice or information that could assist me? I think i'm going to write to both Kayak and Holiday Autos asking for a refund.

Are there any organisations / regulators i can reference? Any ammo you can advise me?

Thanks

Comments

  • agrinnall
    agrinnall Posts: 23,344 Forumite
    10,000 Posts Combo Breaker
    I'm unclear what website you were redirected to by Kayak. Was it either of the options below.

    The USA part of the Holiday Autos website appears to be for booking cars in the USA.

    http://www.holidayautos.co.uk/car-hire/usa.htm

    And the website for Holiday Autos USA (which seems to be a separate company) is plastered with obvious signs that it is a US site, although you can book cars worldwide on it.

    http://www.holidayautosusa.com/
  • AdrianC
    AdrianC Posts: 42,189 Forumite
    Eighth Anniversary 10,000 Posts Name Dropper
    ...directed me through to the website of Holiday Autos where I proceeded to complete my booking.

    Was there a "Tick here to confirm you've read the Ts & Cs"-type button on the booking form?
    DID you read the Ts & Cs?
  • agrinnall wrote: »
    I'm unclear what website you were redirected to by Kayak. Was it either of the options below.

    The USA part of the Holiday Autos website appears to be for booking cars in the USA.

    http://www.holidayautos.co.uk/car-hire/usa.htm

    And the website for Holiday Autos USA (which seems to be a separate company) is plastered with obvious signs that it is a US site, although you can book cars worldwide on it.

    http://www.holidayautosusa.com/

    This is the website that kayak.co.uk directs user to: https://book.holidayautos.com

    There is no indication of the website being linked to the websites you mention. By navigating to the footer bar of the page you can view the companies T&Cs: http://www.holidayautos.com/en/terms-and-conditions?c=us|gbp|en
  • AdrianC wrote: »
    Was there a "Tick here to confirm you've read the Ts & Cs"-type button on the booking form?
    DID you read the Ts & Cs?

    Yes there is a mandatory tick box asking to confirm that i've read the 'rental conditions' and also 'terms and conditions'.

    Neither of those refer to the fact that they are an American broker, there's nothing about maximum excess amounts or the difference between UK and US policy.

    In the 'rental conditions' it states the following under the title 'insurance':

    Collision damage waiver (CDW): Includes 20% tax; Excess 1,000 GBP

    Complete cover package: 14.5 GBP per day Includes 20% tax; Excess 0 GBP

    Glass waiver: 9 GBP per day Maximum 30 GBP (Excludes tax)

    Personal accident insurance: 3.5 GBP per day (Excludes tax)

    Theft waiver (TW): Includes 20% tax; Excess 1,000 GBP

    Third party liability protection (TP): Includes 20% tax

    You may be held responsible for damage to or loss of tyres, windscreens, glass and undercarriage. Please check with the car rental agent on arrival.

    If you purchase the Excess Cover Insurance from a third party, the credit card holder will be required to present his/ her credit card at the rental desk in order for the car rental agent to authorize the deposit.
  • agrinnall
    agrinnall Posts: 23,344 Forumite
    10,000 Posts Combo Breaker
    This is the website that kayak.co.uk directs user to: https://book.holidayautos.com

    There is no indication of the website being linked to the websites you mention. By navigating to the footer bar of the page you can view the companies T&Cs: http://www.holidayautos.com/en/terms-and-conditions?c=us|gbp|en


    The only indication on that page is that the payment currency is given as US$, but it's certainly not obvious that it is a US booking page. I'd lay the blame squarely with kayak for directing you there in the first place.
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