Car Rental Websites Improve Terms Following Consumer Protection Sweep
Car rental booking sites improve consumer protections and pricing transparency following successful EU consumer authority intervention.
Irish holidaymakers can now book car rentals with greater confidence after major improvements to consumer information and contract terms on popular rental booking sites.
The Competition and Consumer Protection Commission (CCPC) has successfully engaged with Etraweller Unlimited Company, which operates Holiday Autos and Argus Car Hire, to implement clearer pricing and better customer protections. These changes follow a major EU-wide investigation into car rental websites that began in 2022.
The improvements come as welcome news for Cork families planning getaways from Cork Airport, where clearer pricing information will help travellers understand exactly what they're paying for when booking rental cars at their destination.
Since early 2024, both Holiday Autos and Argus Car Hire have made significant improvements to their websites. Contact email addresses have been added alongside existing phone, chat, WhatsApp and customer portal options, giving customers more ways to get help when they need it.
The websites now clearly state that road taxes and airport fees are included in the total quoted price, ending confusion about hidden charges that could surprise customers at the rental desk. Information about credit and debit card usage during booking has also been simplified and made more transparent.
Perhaps most importantly for travellers facing flight delays or cancellations, both companies have updated their no-show policies. Customers now receive alternative cars with no additional fees if their original supplier cannot fulfil a booking due to flight disruptions. If customers contact the companies within 72 hours of a missed pickup, they can receive refunds minus only a flat cancellation fee.
The changes stem from a coordinated sweep of 78 third-party car rental websites conducted by consumer protection authorities across 10 EU member states and Norway in 2022. The European Commission-led investigation identified widespread issues with unclear pricing, inadequate contact information, and unfair contract terms.
Pat Kenny, CCPC commission member, said:
"We want consumers to feel confident and protected when renting a car online. Online car rental should be transparent and fair for every consumer. We welcome the action taken by Etraweller to enhance clarity and transparency of the information available to consumers, enabling them to make informed decisions. The results of the sweep on car rental websites demonstrate how the CCPC and consumer protection authorities across Europe work together to ensure consumers' rights are upheld."
The CCPC has been monitoring the implementation of these improvements to ensure they deliver real benefits for Irish consumers.
This enforcement action follows similar success in October 2024, when the CCPC and Belgium's FPS Economy secured changes to Rentalcars.com after it was found to mislead consumers about insurance coverage and rental company identification.
The improvements demonstrate how European consumer protection authorities can work together effectively under the Consumer Protection Cooperation framework to tackle widespread problems across multiple countries and ensure fair treatment for travellers.
For Cork residents planning trips abroad, these changes mean greater transparency when comparing rental options and stronger protections if travel plans go awry.
