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Press release: EU Car hire complaints and enquiries rise almost 30% in a year

Posted 04/08/17

Complaints and enquiries about car hire in the EU rose by almost 30% over a year compared to the same period the previous year, the UK European Consumer Centre (UK ECC) states.

From July 2016 to June 2017 there were 629 complaints and enquiries compared to 486 the year before (July 2015 to June 2016) - that's an increase of 29.4%. The previous year (July 2014 to June 2015), there were a similar number of complaints and enquiries - 498.

Causes for complaints

The top three causes for complaint from UK consumers hiring cars in the EU are (in no particular order):

  • Post-hire damage charges, especially after unsupervised drop-offs
  • Disputes related to insurance – unrequested, overpriced or excess waiver
  • Fuel policies – return the car empty, but pay for a full tank (regardless of how much is used)

The most frequently complained about countries (by UK consumers about EU traders) for car hire complaints include Spain, Italy, Iceland and Malta.


Notes to Editors:

UK European Consumer Centre uses a database provided by the European Commission to deal with its consumer complaints. The transport category is broken down into various sub-categories, including car rental. However, this category does not break down any further, so the top three causes for complaint from UK consumers hiring cars in the EU are taken from our consumer advisers' knowledge. Further analysis would only be possible by opening up each case individually.

For further information please contact UK European Consumer Centre’s press office on 01268 582206.


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