CarTrawler + Green Motion

Foreverex

I made a booking for a 9 seater in Oct 2023 through https://manchesterairportguide.com, then I received confirmation email from CarTrawler saying Green Motion is the supplier. In that confirmation email it clearly said I have booked a 9 seater.

Just after making the booking, I was curious about Green Motion so I search the particular branch (Green Motion is a franchies). On their website it only had 8 seater. 

But my call to Green Motion was not answered and email got bounced back. So I contact CarTrawler by whatsapp. They then confirmed me after checking with Green Motion that yes they are 100% sure they would have a 9 seater for me on the day because website didn't show everything. 

On the day, they didn't have any 9 seater for me. Green Motion said it was CarTrawler's fault and CarTrawler said it was Green Motion's. CarTralwer couldn't find a subsitution and said could only open a complaint case for me.

They then refund me the money I paid and closed the case on their end. I complained further and they said they would follow up with Green Motion. Not heard from them since after few more emails. 

I escaculated to ADR by BVRLA but they said they could not help because CarTrawler had refunded the money and becasue they are only obliged to provide a "simlilar class" vehicle so they are fine. I argue I booked for a 9 seater, how can I fit 9 people in a 8 seater legally. They replied "Rental vehicle categories are not always based on seats and therefore if you were offered an alternative nothing has been breached."

I don't want to let them just walk away. I was careful enough to check with them prior collection. I myself have a 8 seater, the reason I rent a 9 seater becasuse we really have 9 people, 4 of them are very disappointed kids they had put on make up and custome excited going to Whitby for the Halloween festival. It all ended with tears.