Photo by Jonathan Billinger
(BRUSSELS) – The EU Commission gave Europe’s major car rental companies the nod of approval Thursday for new improved practices agreed to improve the treatment of consumers renting their cars.
With the number of complaints on car rental issues doubling between 2010 and 2016 – such as being asked to pay more when arriving at the rental desk than expected – the EU executive and national consumer authorities engaged with the five leading car rental companies to address these issues.
The authorities have now declared themselves satisfied with the changes brought by the five industry leaders, Avis, Europcar, Enterprise, Hertz and Sixt, to their commercial practices, contract terms and internal policies which now comply with EU consumer rules.
EU trade association Leaseurope, which helped set up the action from the industry side, is also developing further their guidelines for the whole car rental sector.
Through dialogue with national consumer authorities, facilitated by the Commission under the lead of the UK Competition and Markets Authority, consumers will benefit from the following conditions:
- The total booking price includes all unavoidable charges. For example, when winter tyres are compulsory by law in some countries, the price will include these in the headline price.
- Key rental services description in plain language. Consumers will be provided with clear information about the main characteristics of the rental (mileage included, fuel policy, cancellation policy, deposit requirements, etc.).
- Information on additional insurance is clear. Consumers will be provided with the price and details of optional extras, in particular for insurance waivers that reduce the franchise to be paid in case of damage. What is covered by the waiver in the basic rental price and in any additional insurance must be clearly indicated before the consumer buys such products.
- Transparent fuel policies. Consumers will be always given the option to get the car with a full tank and bring it back full.
When it comes to damages:
- Clear procedure for vehicle inspection. Consumers will be provided with reasons and evidence of any damage, before the payment is taken.
- Fair damage handling processes. The consumer is given the chance to challenge any damage before the payment is taken.
The Commission and national consumer authorities say they will now continue to monitor the car rental market closely. The Commission will focus particularly on the practices of other market players, such as intermediaries and other car rental companies. It says all players should offer the same level of transparency on the service and the cost.
