Just returned from holiday and had a problem with Car Hire. I booked the car through a U.K. broker Carjet.com from Reus in Spain. I got a voucher from them for Goldcar Rental at the Airport. This voucher contained the price quoted which included insurance.
When I went to Goldcar to pick up the car all was fine until they asked me for the address we would be staying at while on holidays. W were going to France so I gave the French Address. The Goldcar representative then said additional insurance of €8/day would be required for taking the car to France. When I queried this she said it was on the voucher – but when we both checked there was no mention of it. She then called her Head office who confirmed that the additional insurance was required if the car was moving off the Iberian Peninsula. She then called Carjet for me, but the guy I spoke to was very unhelpful and basically said it was on the voucher, is on the website, I should have asked anyway and then hung up. Getting nowhere I had no option only pay the extra €136 (18 days) to get the car.
Since coming home I mailed Carjet and got the following response first:
“With regards to the additional insurance to travel into France this is
shown both on our website and 2nd page of your printable car rental
voucher, the insurance is 8 Euros per day, the normal insurance included
in our rates does not cover you for travel into France.”
I again checked the voucher and it’s not mentioned, it never came up (or was it asked) when I made the original booking on the website. I also looked on the Carjet website and can’t find anywhere anything about additional insurance for taking a car to France from Spain. So I queried again and got the following:
“As advised our car hire rates only apply to the country you are
hiring from. Extra's that are not included are subject to the local
terms & conditions of our supplier, in this case Goldcar.
Local extra's form no part of contract between yourself and Carjet and
are subject to change without prior notice. This information is also
published on our website.Not all our supplier's will even allow cross-border they require the car to be kept within Spain mainland. The supplier's that do allow this charge between 7 or 8.00EUR per day for every day of the rental.
Unfortunately Goldcar cannot make any refund as all the charges we
implemented correctly and signed for. I can only recommend that if you book through us again and plan on visiting other countries that if you contact us beforehand we can check if there are any restirctions/charges.”
This is the 5th year we’ve flown to Spain and driven to France but it’s the first time this ever was an issue (previously I used Avis, Hertz & Atesa).
Any views/opinions on what I can do?
When I went to Goldcar to pick up the car all was fine until they asked me for the address we would be staying at while on holidays. W were going to France so I gave the French Address. The Goldcar representative then said additional insurance of €8/day would be required for taking the car to France. When I queried this she said it was on the voucher – but when we both checked there was no mention of it. She then called her Head office who confirmed that the additional insurance was required if the car was moving off the Iberian Peninsula. She then called Carjet for me, but the guy I spoke to was very unhelpful and basically said it was on the voucher, is on the website, I should have asked anyway and then hung up. Getting nowhere I had no option only pay the extra €136 (18 days) to get the car.
Since coming home I mailed Carjet and got the following response first:
“With regards to the additional insurance to travel into France this is
shown both on our website and 2nd page of your printable car rental
voucher, the insurance is 8 Euros per day, the normal insurance included
in our rates does not cover you for travel into France.”
I again checked the voucher and it’s not mentioned, it never came up (or was it asked) when I made the original booking on the website. I also looked on the Carjet website and can’t find anywhere anything about additional insurance for taking a car to France from Spain. So I queried again and got the following:
“As advised our car hire rates only apply to the country you are
hiring from. Extra's that are not included are subject to the local
terms & conditions of our supplier, in this case Goldcar.
Local extra's form no part of contract between yourself and Carjet and
are subject to change without prior notice. This information is also
published on our website.Not all our supplier's will even allow cross-border they require the car to be kept within Spain mainland. The supplier's that do allow this charge between 7 or 8.00EUR per day for every day of the rental.
Unfortunately Goldcar cannot make any refund as all the charges we
implemented correctly and signed for. I can only recommend that if you book through us again and plan on visiting other countries that if you contact us beforehand we can check if there are any restirctions/charges.”
This is the 5th year we’ve flown to Spain and driven to France but it’s the first time this ever was an issue (previously I used Avis, Hertz & Atesa).
Any views/opinions on what I can do?