Largest Number of Car Rental Cases in 3 Years
Many European consumers rent a car to travel to their destination during their vacation. While a rental car can be an excellent way to explore, renting one can sometimes be challenging. Many consumers have faced unexpected bills, overpaid for insurance, or have found themselves without a car or reduced funds for their holiday.
The European Consumer Centres Network (ECC-Net) observed a notable increase in car rental cases in 2023, reaching the highest number in three years. This trend reflects ongoing challenges in the car rental sector that continue to affect consumers within the EU.
Registered car rental cases
Car rental, in addition to passenger rights, forms one of the main sources of complaints received by ECC-Net. ECC-Net has closely monitored the development of car rental disputes across its member countries. In the last three years, we have processed an increasing number of car rental cases:
- 2021: 2,545
- 2022: 3,509
- 2023: 4,258
As of end November 2024, ECC-Net has received 5305 cases related to car rental. While the number of car rental cases in 2021 and 2022 may have been affected by the pandemic, this indicates that in 2024, ECC-Net faces a record number of car rental complaints compared to the previous three years.
Compliance and consumer challenges
An investigation coordinated by the European Commission in 2022 revealed that the car rental market was facing significant challenges in terms of compliance with EU law. More than half of the websites of intermediary services screened were found to violate EU regulations. In this investigation, one key issue contributing to cross-border problems in the car rental industry is the lack of clear information on intermediary websites.
For example, consumers often find it difficult to locate the right contacts for questions or complaints. As a result, when issues arise, they may be directed back and forth between an intermediary and the car rental company. In addition, consumers may be charged for insurance twice by car rental companies that do not acknowledge the payment through the intermediary. These challenges are reflected in the significant number of cross-border cases related to car rental.
Car rental recommendations for consumers
ECC-Net supports consumers by addressing common concerns. This work involves providing guidance, informing consumers of their rights, and assisting in dispute resolution with rental companies.
Here’s an overview of the most common issues in car rental:
Additional sales pressure at pick-up
Consumers often experience pressure to purchase extra insurance or upgrades at the rental counter, sometimes due to pressure from rental agents aiming to increase sales. Complaints often arise when consumers feel they were misled or pressured into additional purchases.
Language barriers in rental agreements
Another recurring issue is the signing of rental agreements in languages unfamiliar to the consumer, leading to unintended acceptance of extra charges. Consumers often face difficulties in disputing these terms later.
Issues with payment methods
Many rental companies require payment with an international credit card in the driver’s name, which can lead to complications for consumers who booked with a different type of card or payment method.
Disputes over alleged damages
Over 20% of car rental cases in 2023 involved alleged damages where the consumer is held responsible for damages they contest causing.
Whether the issues are regarding conditions problems, hidden fees, or contract disputes, ECC-net continues to guide consumers by providing information on their rights and assisting with complaints.
Monitoring compliance
ECC-Net continuously provides the European Commission with information about the car rental sector. We monitor whether the 6 major car rental companies comply with an agreement made in 2017. This agreement aims to ensure that
- all charges are included in the total booking price
- terms and conditions include clear descriptions of key rental services in all national languages
- the price and details of extras are clearly indicated in the price offer
Although the involved companies account for two-thirds of all private car rental companies in the EU, other dealers, such as intermediaries and smaller businesses, also play a central role in this market.
In addition, ECC-Net recently raised concerns with the European Commission about no-show policies and handling fees for traffic offences applied by rental companies.
No-show policies
When a consumer experiences delays and the car is booked through an intermediary, rental companies often cancel the reservation. As a result, the consumer is left without a car or must rebook directly with the rental company, which may not offer a refund under its terms and conditions. This practice can leave consumers stranded, facing significant inconvenience and unexpected cost
Traffic offence fees
Some car rental companies charge consumers administrative fees for handling information requests from police or authorities regarding traffic offences. These fees are questionable, as the administrative work involved is likely minimal and falls within standard business operations. For consumers, this means paying additional charges that may not be justified, adding to the overall cost of their rental car and causing frustration, particularly if the alleged offences are later proven unfounded.
Want to know more?
Read more on the investigation into the car rental market on 55% of Screened Online Car Rental Intermediaries Violate EU Law | European Consumer Centers Network (eccnet.eu)
Dive into the investigation on Sweeps - European Commission (europa.eu)
Read about charges that were deemed unjustified by the Court of Bolzano in Italy: Fine administration fees ruled unjustified and excessive by Bolzano Court | ECC-Net Italia.