Active discussions

Meet the Other Phone. Flexible and made to last.

Meet the Other Phone.
Flexible and made to last.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Car hire co cancelled our car and will not refund money as we arrived late for pick up?

46 replies

CIareIsland · 29/08/2019 10:00

We now know that buried in the T&Cs if you don’t collect within 2hrs the car is cancelled and money (already paid) not refunded. This was for for 8 days with major global co. We even called the local office earlier in the day to ask what time they were open until. This left us high and dry with 4 kids on holiday. We then had to find another car company to book thru. Has this happened to anyone else ? What can we do?

OP posts:
KnifeAngel · 29/08/2019 10:01

If it's in the terms and conditions then I doubt there is anything you can do.

BlueberryFool123 · 29/08/2019 10:03

Which country is this? Did you book in U.K.? Which company was it? What happened to cause you to be late was it flight delay?

To me this sounds like an unreasonable contract term. In the U.K. it would be reasonable to charge you for first day, but vehicle would have to be available next day as you’ve paid for entire period.

Waveysnail · 29/08/2019 10:04

Why were you late? Did you not think to phone them to tell them you were going to be late

Seeline · 29/08/2019 10:04

Did you ring to say you would be late?
Why were you late? If it was due to a delayed flight or something, then I would think that they might be a bit more accommodating. Also it might be covered by your travel insurance. If you just couldn't be arsed, then I doubt that there is anything you can do.

brighteyeowl17 · 29/08/2019 10:04

Was there a legitimate reason? Ie flight delay? We use enterprise and they were ok when stated it was the flight.

BlueberryFool123 · 29/08/2019 10:05

Also when you say money was it a deposit or payment for entire period.

Ponoka7 · 29/08/2019 10:07

It depends on the reasons why you were late and the contents of your phone call to them that day.

You'll have to give details to get correct replys.

Ginseng1 · 29/08/2019 10:10

Car hire companies are the worst! We booked car hire with link from Ryanair booking gave our flight details etc flight delayed 4hrs. Didn't think we needed to ring as car hire was connected to the flight booking. But no they'd 'given' our car away & we had to pay an extra £150 for an upgrade. We had PAID for the car so they weren't losing money us being late & they had our flight details And when u stuck there wrecked with kids after delay n flight etc what come back do you have?

Smelborp · 29/08/2019 10:12

What country is this? That matters massively.

Chunkers · 29/08/2019 10:14

Could you plead your case to the company on Twitter? I’ve seen other posters suggest this. Not tried it myself but maybe worth a shot?

fairydustandpixies · 29/08/2019 10:18

Do you have travel insurance which will cover this if the collection delay was due to unforeseen circumstances?

CSharpLemon · 29/08/2019 10:23

You can get a refund from your credit card if that helps?
We had this happen on holiday. Paid for car hire. Flight delayed and it turned out car hire company also moved to a different location.
Went out the next day to find they’d given our car away.
Credit card company refunded.

LonelyGir1 · 29/08/2019 10:42

Why were you late?

Tootyfilou · 29/08/2019 10:43

Hi OP, this happened to us a few months ago on the UK with a well known car hire firm. We had payed for the hire on line several weeks ago , but when my DH went to collect the car "our' car had been hired out and they only had much smaller vehicles available. They refused to refund our money and in the end the bank refunded it. They were utter bastards and it nearly ruined our holiday ( we actually bought a car, but that's a whole other story ) My advice would be to contact your bank ASAP.

TSSDNCOP · 29/08/2019 10:43

I’ve never known this. My flights been delayed +2 hours many times.

How late were you and for what reason?

BiddyPop · 29/08/2019 10:52

We had this with a major global company on holidays this year, we were in the q at their desk at the right time, and all the way through the 2 hour slot - but they were understaffed and so it took more than that 2 hours to get to the top.

They did manage to sort it out at the time, but then we were almost getting charged an additional €200 for "early return" at the end, as they had to change things when we got the car which included the girl changing the return time to AFTER our flight DEPARTED!! (Rather than the 3 hours before departure which we had booked originally, to give time to return the car and check in our bags at 2 hours ahead). We didn't know that they had changed that, and would never have agreed to that time change - DH argued with them and at least it was obvious about it on their computer that it had been changed BY THEM, but they really were pushing it with him to pay extra.

NotSuchASmugMarriedNow1 · 29/08/2019 10:53

How late were you and why were you late?

frumpety · 29/08/2019 10:57

Did you mention to the office when you spoke to them that you were delayed ? It is standard that there is an hours grace usually with collecting a car , some airlines have a longer grace period with their car rental partner.
Was the office closed when you arrived ? or did you arrive within opening hours ? Were you delayed because of flight or other travel delays ?
Do you have travel insurance ?

shearwater · 29/08/2019 11:04

If it's in the terms and conditions then I doubt there is anything you can do

Utter bollocks. Companies put all manner of shit into their terms and conditions that would be unenforceable legally against customers. What they hope is that no-one will challenge them on it. They make loads of money scamming customers until someone pulls them up on it.

LadyRannaldini · 29/08/2019 11:12

It's not an unusual condition, especially where cars are in high demand, it's the reason they ask for your flight number in case of delays. I've just amended our booking in the US because for some reason the pick-up time was wrong.

LadyRannaldini · 29/08/2019 11:14

They refused to refund our money and in the end the bank refunded it.

As a bank customer I seriously object to being a defacto insurance provider when people mess things up!

divegirl77 · 29/08/2019 11:19

Why were you late and what did you say on the phone when you rang to ask what time they closed, did you say you would be late?

BuzzShitbagBobbly · 29/08/2019 11:22
  1. Did they have your flight details - lots of hire companies ask for this precisely because of delays
  2. Check a website like www.flightstats.com/v2/(or others) to get proof of flight delay as evidence.

I have a hire car booked for about 3hrs after I am due to land, even though last time I was out in the arrival hall about 45mins after wheels down and they have my flight details.

Boswellisdead · 29/08/2019 11:22

We used these people when we were stiffed on car hire:

www.resolver.co.uk/

It will massively make a difference why you were late, though, and how you tried to inform them.

Jemima232 · 29/08/2019 11:43

Well you know this doesn't surprise me.

Car hire companies are utter bastards.