One in eight car hire customers hit with hidden fees and costly add-ons

One in eight car hire customers say they have been charged more than expected due to hidden fees, according to a new survey by consumer group Which?

The poll, which surveyed more than 3,600 individuals who had rented a car in the past two years, found that 13 per cent paid more than the price they were first quoted.

Despite the Competition and Markets Authority asking five major car hire companies in 2015 to put more information upfront to make it easier to compare quotes, “problems are still prevalent” more than a decade later.

Issues include hidden surcharges for drivers over 70 and insurance costs omitted from headline prices.

In a practical test, Which? researchers attempted to make online bookings with Hertz – one of the world’s biggest car hire providers – in three different countries, but were unable to add an additional driver during the process, and the cost of this was not listed in the rental conditions.

In response to this finding, Hertz said the fee could be found by clicking on a link for qualifications and requirements.

The cost turned out to be an extra £144 per week.

Goldcar, which operates in Spain, received the lowest overall score of the companies analysed, with 48 per cent.

Some 28 per cent of its renters surveyed said they were stung with additional charges, sometimes weeks after returning the vehicle.

Guy Hobbs, an expert at magazine Which? Travel, said: “Booking car hire should be straightforward, but hidden fees, unclear terms and costly add-ons still make it difficult for travellers to compare prices and know who is really offering the best deal.

“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.”

A spokesperson for Goldcar said it was “disappointed” by the “alleged experiences”.

She went on: “Whilst the company has not been given the opportunity to see the footage referred to by Which? Travel it is committed to investigating any incidences 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.”

A spokesperson for Hertz 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 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.”

The survey of 1,984 Which? members and 1,653 members of the public was conducted in February and March.