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A guide to hassle-free car hire

28th June 2010 Print

The fast-approaching summer holiday season is the busiest period of the year for car rental companies, who will be operating at full capacity right across Europe.

To ensure that they get the right car for their needs and don’t end up disappointed, the British Vehicle Rental and Leasing Association (BVRLA) is advising customers to book direct with a rental operator, well in advance of their journey.

“Tens of millions of car rental transactions take place across Europe each year without a hitch, but very occasionally problems do occur,” says BVRLA chief executive, John Lewis.

“Although car hire is cheap, vehicles are expensive assets so customers need to think carefully about how they handle the rental process and what level of risk they are happy to take.

“This is why the industry gives basic rental prices and then offers further products to help customers cover themselves against possible damage to the vehicle.”

Ten tips for trouble-free car rental

The BVRLA has some simple steps that can help holidaymakers ensure a stress-free car hire experience.

Covering the whole process from the initial booking, picking the car up, returning it and even how to make a complaint if necessary, the BVRLA’s simple ten-point guide is essential reading for everyone engaging in a holiday rental.

The advice is particularly recommended for anyone renting a car abroad.

“With different working hours and culture and the inevitable language barrier, renting a car overseas presents a greater threat of potential problems,” says BVRLA chief executive, John Lewis.

The BVRLA runs a service that helps to resolve customer disputes with rental companies, but it can only deal with UK-based transactions.

“If you do have any queries or issues at the end of your rental, try and approach a member of staff there and then - don’t wait to register a complaint when you get home,” adds Mr. Lewis.

BVRLA Car Rental Tips

Before you book – pay close attention to what is and isn’t included in the reservation fee. For example, some rental companies charge extra if you can’t return the vehicle to the same rental branch, are leaving the country or are under or over a certain age.

Read the paperwork – make sure you read and understand the terms and conditions of your contract with the rental company. Ask for a copy prior to your rental, so that you have plenty of time to understand it.

Are you covered? – Think carefully about the potential level of excess payment you are liable for when choosing what loss/damage waiver to take and check if there are any exclusions. For example, in most cases windscreens, tyres, roof damage and undercarriage damage are not covered.

Fuel – Your car rental quote will not include fuel. Most companies will give you the option of buying a tank of fuel from them and returning the car empty or returning it with a full tank. Remember what you agreed to, otherwise you could end up gifting the rental company a free tank of fuel or paying an extra charge to have the tank re-filled.

Going abroad? – make sure that you tell the rental company if you are planning to take the vehicle abroad and that you familiarise yourself with the driving regulations at your destination. If you are travelling from the UK you will also need to take additional documentation, such as a VE103.

The collection – do a thorough inspection, inside and out, walking all the way around the vehicle. Note every single chip, dent and scratch and pay particular attention to the wheels, windscreen and lights, which are common damage areas. Before you drive the hire vehicle away, familiarise yourself with all of its controls and don’t let the rental company fob you off with a “You will be OK” attitude.

The return – allow plenty of time, particularly at busy rental sites such as airports. Try and return the vehicle during the rental site’s operating hours so that someone can check it over with you. If you drop off a car out of office hours, you will be liable for any damage that occurs between you returning it and them inspecting it. If you do this, take pictures that can prove the condition you left the car in.

Additional charges – rental companies should outline the full cost of your rental when you make your booking. If you do receive any additional charge upon your return, make sure it comes with an explanation and some supporting documentation.

Road traffic offences – if you commit a road traffic offence or fail to pay toll or congestion charges, the rental company will chase you for payment. You will also be liable for an administrative fee on top of the cost of the fine.

How to complain? - If you have an unresolved dispute about a UK transaction that involves a rental company that belongs to the BVRLA, you can get it referred to the association’s conciliation service. Visit bvrla.co.uk for further details.