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Thursday, 25 August 2011 11:15

Newspaper Customer Champion Teams - the unsung heroes!

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Are Newspaper Customer Champion Teams the Only Way to Stimulate a Response From Car Rental Companies?

While the Guardian this week vowed to 'take on' the car hire firms in response to a flood of disgruntled consumer letters, we at remain staggered at the high cost and poor levels of customer service that people are experiencing at the hands of the car rental companies.

The Guardian piece doesn't make easy reading:

  • a fine scratch costing £420 to repair, which the customer believes he pointed out when picking the car up
  • a £550 credit card charge for damage, when nobody was there to check the car on pick-up or return and the customer says the damage did not exist
  • a £70 credit card charge to fill the car up

We recently conducted a survey with YouGov which revealed that over 90% of people did not realise that that if their hire car was damaged or stolen in Europe, even if it wasn't their fault, then they would be liable for the first part of a claim i.e., the excess amount of up to £1500.  Car rental companies usually charge around £15 a day for car hire excess insurance so it pays to buy it in advance from specialist car hire excess insurance providers, like

In the words of this week's Guardian, an excess waiver insurance policy is, "one policy really worth having".

Last modified on Wednesday, 16 October 2013 13:39
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