Check your paperwork...

I booked a hire car from Liverpool Airport via Easyjet.

Between the booking being made and the car being collected the credit card used expired, so on collection Europcar cancelled the original booking and rebooked it on the new card. Unfortunately for me I didn't check the revised contract. making the assumption they would honour and replicate the initial one...it was only when I got back home and checked my credit card that I found I had been billed £92 more.

Assuming this was an oversight I raised this with their customer services team and they advised they wouldn't do anything because I had signed the revised agreement.

I took it up again with their social media team and they advised there was nothing they would do because the initial agreement had been cancelled and this was a new agreement (despite the fact it was them doing the cancelling and reinstatement, not me).

I have been billed an additional £92 because their systems can't handle a different card at check-in from booking...

Their response to my complaint...

Hi Rob! Thank you for contacting Europcar! Be kindly informed that this conversation will be recorded to improve quality service.

Please note that by canceling your first booking and making another one, the booking system assumes the base rate of the day that can be higher or lower depending on the period and the fleet availability.

Please note that we have no means to interfere on the daily rates.

We understand that this situation caused you great inconvenience but regretfully the charges on your invoice are correct. Regards. (Name redacted).

I intend to try and take this further... what I would appreciate is any advice regarding consumer organisations with whom I may be able to take this further and other review sites where I could warn people of these potential issues.

Up until now i have had no problems with Europcar, and have even recommended them to people, but the value of a business can often be seen by how they handle things when they go wrong, and on the basis of the way they have dealt with my problems with this it looks like they have probably not only lost a previously loyal customer, but now have someone who will strongly recommend people don't use them.