A recent study conducted by Which? has uncovered that one out of every eight individuals who rent a car end up paying more than initially anticipated. The research involved over 3,600 car rental customers who shared feedback on various aspects such as customer service, value for money, ease of pick-up and drop-off, and overall cost transparency.
Surprisingly, 13% of the surveyed participants reported paying above the quoted price, indicating a lack of clarity on additional charges during the booking process. These unexpected costs included fees for drivers aged over 70 and supplementary insurance expenses not included in the initial price.
Avis, a prominent car rental company with a widespread presence at airports and transportation hubs, ranked third from the bottom in the evaluations. While Avis received positive ratings for accurate vehicle descriptions, vehicle quality, and efficient returns, it scored poorly in collection speed and cost transparency, earning just two out of five stars. Additionally, with an average rental fee of £55, Avis is not the most economical choice. The company declined to comment on the study findings.
Dollar, a subsidiary of Hertz, secured the second-to-last position in the rankings. Despite commendable scores for accurate vehicle descriptions, convenient locations, and easy returns, Dollar received low ratings for collection speed and overall value for money.
Goldcar, deemed the worst performer in the survey, faced criticism from 28% of respondents who reported unexpected charges, some of which were added post-return. Nearly 20% of customers experienced lengthy wait times exceeding 30 minutes for car collection, resulting in a two-star rating for customer service. A Goldcar representative expressed disappointment over the feedback and emphasized the company’s insurance options and commitment to investigating customer complaints.
At the top of the rankings stood Autoreisen, a car hire company based in the Canary Islands, which received full five-star ratings across all categories despite offering the most budget-friendly average daily rate of £16. Autoreisen was recognized as a Which? Recommended Provider alongside Arnold Clark in the UK and the global brand Alamo.
Arnold Clark received top marks for cost transparency among UK rental firms. A satisfied customer praised the seamless rental experience and swift service, highlighting the company’s efficiency in catering to older renters.
According to Guy Hobbs, head of travel research at Which?, many holidaymakers encounter unexpected charges and poor service when renting a car. Recommending reputable providers and using trusted brokers like Zest Car Rental can enhance the rental experience and provide necessary support in case of issues.
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