When we asked reader stories about travel disasters for the first time, we immediately received four individual emails about Europcar, the car rental company operating in 140 countries. Although anyone renting a car from a rental company on Earth could find themselves in the following situations, we believed that the strength of the numbers here could be valuable. That is why we packed the disasters as a quartet and sent them to Europcar for comment.
In addition to (largely) resolving the complaints, Europcar emailed the following statement: "Europcar Mobility Group thanks the New York Times for raising awareness of the various customer service issues. The company responded directly to all affected customers to answer their questions, taking into account where processes may need to be improved to achieve the best possible customer experience. "
Dear Tripped Up,
After Europcar arrived in Calgary for the annual Calgary Stampede, we were kidnapped for not meeting our rental car reservation. There was only one car left on the entire square in Avis, and soon we were driving Off in A red Mustang convertible that cost $ 2,000 more than the car we reserved. Can't I refund the difference because Europcar doesn't keep my reservation? Ethan
As a “Seinfeld” fan, I was delighted to send Europcar an email: “Why did Europcar take the reservation but didn't actually keep the reservation? Isn't that the point of making a reservation? "
However, like most car rental companies, Europcar overbooks to compensate for possible no shows. Combine that with what the company calls "high demand and some customers who don't return vehicles as expected" and it's no surprise that you came across a nonexistent car, especially in one of the busiest weeks of the year in Calgary.
Europcar The reservation guarantee policy is designed to protect against scenarios like yours. If you are forced to rent a car elsewhere due to a lack of inventory, Europcar is committed to reimbursing you. However, these consumer protection regulations are not standardized laws, so it is up to the tenant to either use them personally, in extreme annoyance or afterwards through a dizzying labyrinth of unanswered emails and phone calls for recourse. Not exactly a winning game.
I stood up for you and was lucky. Europcar gave you a $ 983.29 refund: the exact difference between the car you allegedly rented and the red Mustang you drove off, in the style of James Bond. However, the company was unwilling to reimburse the additional $ 2,000 fee excess,
That pain point is exactly what caused it Silvercar's rental car company, operated by Audi (available in various cities in the United States, mostly at airports), is overhauling the traditional rental process by removing surprise fees and other issues. And, as luck would have it, the company has set foot in Denver – if you ever tend to go to another rodeo, for example in the American West.
Dear Tripped Up,
When I picked up my Europcar rental car at Puerto Vallarta Airport in March, the agent forced me to take out $ 236.68 insurance before handing over the keys, even though my American Express card already offers comprehensive insurance. I brought him proof, but he held his own. I had no luck getting the money back. Keith
You are right: All American Express cards are equipped with rental car loss and damage insurance as well as additional insurance to cover collision damage in the event of car damage or theft worldwide in most countries, including Mexico.
You have also rightly assumed that Amex C.D.W. Insurance coverage only begins when cardholders reject the insurance offered by the rental car company: exactly what you tried.
You also rightly provided proof of coverage, as Amex is a multi-billion Dollar, multEuropcar is an international brand that is as well known as McDonalds. Physical documentation by C.D.W. Coverage, beyond the card itself. (You can get a letter of coverage on site by calling the phone number on the back of the credit card.)
Either the Puerto Vallarta agent was trying to find a quick one, or he was really confused about the guidelines. Regardless, Europcar has issued a refund for the additional insurance.
Dear Tripped Up,
My wife and I rented a vehicle through Europcar for a one-month trip through South America. The Priceline lease was $ 3,312. However, I believe that Europcar used an excessive exchange rate instead of the rate at the time of the credit card transaction to convert the agreed US currency. Price in Chilean pesos. I ended up with a bill that was $ 194 higher. Barry
As the currency exchange rates vary daily, Europcar Chile sets a fixed rate based on the exchange rate on the first day of the month plus 2 percent to take account of exchange rate fluctuations during the month. This is generally the industry standard. I confirm that you may not have had full internet access Terms and conditions If you booked through a third-party website, Europcar refunded your $ 194.
Dear Tripped Up,
Our tire burst shortly after we picked up a BMW from Europcar in Rome. We were told that the breakdown service costs would be 300 euros plus the tire price. Alternatively, I could exchange the car at the closest Europcar station, about 25 km north. But with a flat tire? Our Airbnb host helped us buy and install a new tire, but I lost $ 96 in the process. Chris
Europcar confirms that its A 24-hour breakdown service for a flat tire should have been free of charge, and that "it is not company policy to ask a customer to drive with a flat tire." (Amen to that) To clarify what he has Europcar has reimbursed you the cost of the replacement tire. We hope that your next trip to Rome will not be so … a Roman holiday.
The October 27th issue of Tripped UpA woman who tried unsuccessfully to travel abroad with a passport that was valid for four months met with a wide range of reactions from Times readers. Kate R. summed it up: "Wouldn't it be easier if the powers that put this information on their websites instead of guessing made life easier?" This is a problem with many government websites. "I Agree!
Sarah Firshein He previously worked for Travel + Leisure and Vox Media and has worked for Condé Nast Traveler, Bloomberg, Eater and other publications. If you need advice on a most appropriate travel plan that went wrong, Send an email to email@example.com,
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