'Worst car hire firms' ranked as customers complain about hidden costs for older drivers

Renting a car can be a fantastic method of discovering off-the-beaten track destinations, but a recent study by Which? has uncovered that one in eight car rental customers ultimately end up spending more than they expected to get behind the wheel.

The consumer publication questioned over 3,600 individuals who'd rented a car within the previous two years, posing various questions about their experiences with customer service, value for money, convenience of vehicle collection and return, and transparency regarding the total cost.

Alarmingly, 13% of respondents in the study ended up spending more than the figure they were initially quoted, demonstrating that additional charges aren't always made transparent when customers are making reservations. These included surcharges for motorists aged over 70 and supplementary insurance fees that weren't included in the advertised price.

Third from the bottom of the league table was car rental giant Avis, a familiar presence at airports and other transport terminals. It operates over 50 locations throughout the UK and thousands more globally, reports the Mirror.

While Avis achieved high marks for accurate descriptions, quality vehicles, and swift returns, it managed only two stars out of five for collection speed, and the transparency of its charges and terms. With an average hire cost of £55, it's also considerably removed from being the most economical choice. Avis declined to comment.

Second from the bottom was Dollar, owned by the same parent company as Hertz, which also scored well for having accurate vehicle descriptions, easy-to-find locations, and easy returns. However, it received two-star scores when it came to collection speed and three stars for overall value for money.

When approached for comment, a Hertz spokesperson said: "We welcome feedback and are committed to providing a clear and transparent booking experience for our customers. Key information - including rates, inclusions, rental requirements and additional driver policies - is displayed throughout the reservation process and is available for review before payment.

"All Hertz customers also have access to a no-fee additional driver option through our free Gold+ Rewards loyalty program, which allows members to add a spouse or domestic partner at no additional charge."

At the bottom of Which?'s survey was Goldcar. Some 28% of renters told Which? they had been hit with additional charges, some of which weren't deducted until after they had returned home.

Nearly a fifth of respondents reported queuing for 30 minutes or longer to collect their vehicle, also awarding them two stars for customer service. One survey respondent remarked: "The risk of post-contract extras outweighs the cheaper price. Avoid at all costs."

A spokesperson for Goldcar stated: "Goldcar Spain is, of course, disappointed that the alleged experiences have been identified by Which? Travel. With regard to insurance cover, the company offers premium cover to provide a seamless process should damage occur during a customer's rental. A customer, of course, has the right to choose to buy their cover separately; however, if this is the case, they will be charged for any damages that occur during the rental and will then need to claim the costs back from the chosen provider.

"Whilst the company has not been given the opportunity to see the footage referred to by Which? Travel is committed to investigating any incidents where a customer believes they have received service that does not match expectations for a low-cost brand.

"The company introduced a Code of Ethics for counter sales and a Guide of Good Sales Practices in 2021, both of which are reviewed annually based on customer feedback about their sales experience. If an employee breaches the Code of Ethics, they are immediately warned and penalised economically and if breaches are repeated they can be subject to termination of their contract."

Topping the rankings as the best car hire provider was Autoreisen, a Canary Islands-based vehicle hire firm that secured five stars in every category, while also proving the most affordable on average at £16 per day. It earned recognition as a Which? Recommended Provider alongside the UK's Arnold Clark, and the international brand Alamo.

Arnold Clark was also the sole UK rental company to receive five stars for transparency of pricing. One pleased customer said: "There was no time shilly-shallying and no problem hiring in my age group (82). I was in and out in no time and dropped off back at my home."

Guy Hobbs, head of travel research for Which?, said: "Too often we hear from holidaymakers who have faced poor customer service and unexpected charges that turn a seemingly cheap rental into an expensive one.

"The good news is that some firms show it doesn't have to be this way. To get the best experience this summer, travellers should choose a reputable provider. Our Which? Recommended Providers are all excellent options, and using a trusted broker such as Zest Car Rental can provide extra reassurance and support if any issues arise."

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