Europcar Complaint

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SUPPLIER	Europcar	INDUSTRY	Car Rental
BRANCH / AREA	Kulula Internet	COUNTRY	South Africa
TIME / DATE	12:14 Thu 22 Dec	PERSON RESPONSIBLE
CUSTOMER	marius.fourie	View all reports by user	1 1
PROBLEM	Consumer Protection ri...	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Thu 22 Dec
HEADLINE	Europcar ignores Consumer Rights
My children "students" booked a Europcar vehicle via the Kulula website and then realised that they must have the credit card with them, to pick up the car, which was not possible. When trying to resolve this, we learned that we have to deal with a British company (Travel Jigsaw). We offered to follow any process as a workaround but they bluntly refused to entertain any solution. We therefore had to cancel. This is when we learned that they are unaware off and totally ignore SA consumer rights. Terms quoted to us were: "Reservations cancelled within 48 hours of the start of the rental will be charged a fee equal to a 3 day rental". This is not in the Ts&Cs on the Kulula website. We tried to cancel within 4 days of booking and 2 days before the rental day, but they are charging the total rental fee for the cancellation. Their terms also state that "Europcar reserves the right to charge additional charges without notice". It is disgrace that the Kulula website and Europcar unknowingly takes one to a British company for a simple booking task that can be done in SA by people honouring SA consumer rights. Add a new Europcar Report Inappropriate report?
SUPPLIER'S RESPONSE	Europcar	Time and Date	15:21:09 \| Thu 22 Dec 11
Hello marius.fourie, Dear Marius We are in receipt of your feedback and thank you for allowing us the opportunity to address the matter at hand. As per our conversation we require further details with regard to the reservation in order to complete investigation and revert to you. Please supply to byron.govender@europcar.co.za. We sincerely apologise for the inconvenience caused. Yours Personally Europcar Customer Services
UPDATED RESPONSE	Europcar	Time and Date	19:25:56 \| Thu 12 Jan 12
Hello marius.fourie, Dear Marius We have been in contact with Traveljigsaw with regards to the cancellation fee charged and would like to confirm that Traveljigsaw has agreed to credit you back in full for the cancellation/reservation fee charged. A confirmation email will follow directly from Traveljigsaw to the email address used at the time of the reservation. We once again apologise for the inconvenience caused and trust that your query has been resolved amicably. Yours Personally Europcar Customer Service Supervisor Byron Govender
CUSTOMER'S FEEDBACK	marius.fourie	Time and Date	13:22:23 \| Thu 12 Jan 12
Utterly Disgusted: Europcar asked for more information and then did nothing.