Stung by Expedia over car hire insurance. They have admitted fault but are not refunding?

cakejumper

Hi there, would appreciate advice here if possible.

I rented a car via expedia several weeks ago for a weekend away. Have used Expedia several times since my car was written off last year, and they have seemed good at offering reasonable deals. 

This time I went through the process as I usually did, entering when the trip would be and searching for an offer that seemed reasonable. I went with a company named Routes, and checked that Basic Collision cover was offered, which the offer said it was, with a £2,100 excess, which I covered via aseparate excess company.

However, when I arrived at the Europcar counter - Routes seem to rent cars off other rental companies - the gentleman at the desk said there was no insurance applied and that I had to purchase insurance from them or I would not be able to take the car. The insurance was almost as expensive as the rental.

I explained that the offer from Expedia included Basic Collision, but he said that the booking he'd received (from Routes, I assume) stated no insurance, just 3rd Party coverage. He suggested I contact Expedia, so I ended up in a conversation with someone via their chat system, because of course you can't phone anyone. 

I explained that the Basic Collision Damage Protection that had been advertised as included in the booking when I made it was missing from the actual booking. The representative responded that what was advertised as “Basic Collision Damage Protection” included as part of the booking was,
according to them, “free insurance provided by a third party vendor on our website” and that “sometimes the car rental company does not honor that”. I explained that their website said the insurance was included in the purchase; they merely repeated: “Your itinerary details do not include insurance. I did checked the details it do not include insurance.” But on the website this insurance is
clearly presented as “INCLUDED IN PRICE”. It is not “free”, it is a component of the rental they are offering.

I spent an hour with the representative, with the time I needed to leave on my trip rapidly approaching. They kept restating that the insurance I had paid for as part of the booking was in fact “free insurance” that the car hire company didn’t have to honour. So I ended up purchasing the insurance from Europcar, or I would not have been able to rent the car, which I needed. 

I went through the Kafkaesque experience of trying to find out how to complain via the Expedia page. It was baffling, but finally I ended up in another tedious chat, where this new representative came to the same infuriating conclusion. After this, they emailed to say:

"We truly apologize for the inconvenience caused.

I would like to inform you that in your booking, Basic collision damage protection is included.

Therefore, it is already mentioned in the booking details that what is not covered in basic collision damage protection: Damage or loss to tyres, windscreen, glass and undercarriage."

So I thought, they have admitted fault. Hooray. 

However, they merely offered 50 One Key Cash "for the inconvenience". I replied that, since they were admitting fault, actually I wanted the insurance I had to buy from Europcar, as I had been erroneously told by Expedia's representative that Basic Collision Damage was not included, refunded or covered. That was a fortnight ago and they haven't replied.

I feel furious over this. They clearly rely on us not chasing these issues. I feel it's a waste of time and am considering swallowing the cost and not thinking of it again. But I want them to refund me, and I just don't know where to take it next. Small claims court?

Dawz

Hey, did you get anywhere with your complaint?

I've been in the exact same situation with this Expedia and Routes issue. The booking was in November and I'm still trying to get a refund out of them to cover the additional £72 I had to pay to Europcar.

Expedia escalated my complaint to Routes who just dismissed the complaint after I waited for a month and a half, they claimed I chose to pay for the insurance so they can't give me a refund... completely ignored my actual complaint of the basic cover being missing!

Expedia also said they can't help with a refund but when I ask them why did I pay for a booking with basic cover, yet the booking was missing this cover, they just apologise and offer £25 One Key credit which is of no use to me. I've asked them one final time if they can answer why the cover was missing so that I can make them see that they are at fault for this extra charge.

I paid using my credit card so I assume I am in the right to do a chargeback due to not receiving exactly what I booked?

born_again

Dawz said:

Hey, did you get anywhere with your complaint?

I've been in the exact same situation with this Expedia and Routes issue. The booking was in November and I'm still trying to get a refund out of them to cover the additional £72 I had to pay to Europcar.

Expedia escalated my complaint to Routes who just dismissed the complaint after I waited for a month and a half, they claimed I chose to pay for the insurance so they can't give me a refund... completely ignored my actual complaint of the basic cover being missing!

Expedia also said they can't help with a refund but when I ask them why did I pay for a booking with basic cover, yet the booking was missing this cover, they just apologise and offer £25 One Key credit which is of no use to me. I've asked them one final time if they can answer why the cover was missing so that I can make them see that they are at fault for this extra charge.

I paid using my credit card so I assume I am in the right to do a chargeback due to not receiving exactly what I booked?

Posted once, never came back

Oct 22, 2024

Last Active

As far as chargeback goes do you have proof you paid Expedia for cover?