EUROPEAN CONSUMER CENTRE
IRELAND
CAR RENTAL CONTRACTS
Business practices, contract terms
and consumer protection
CONTENTS
Foreword
3
Introduction
4
Methodology
5
Part I
Trends and Statistics
6
Part II
Contract Terms and Major Problem Areas
8
1. Charges for damages on return
8
2. Payment arrangements / additional charges
9
3. Customer service during the hire period
11
4. Car rental booking companies
12
5. Insurance coverage
13
6. Contract terms
14
Part III
Consumer Protection
17
Part IV
Recommendations
19
Conclusion
21
Annex 22
ECC Ireland 2008
CAR RENTAL CONTRACTS Report
2
FOREWORD
The European Consumer Centre in Ireland (ECC Ireland) is part of a network of
29 centres across Europe. ECC Ireland is co-funded by the European
Commission (Health and Consumer Protection Directorate General) and the
National Consumer Agency. The main objective of ECC Ireland is to create
consumer confidence in the Internal Market so that consumers feel protected
shopping across borders. This is achieved by providing information and advice
to consumers on their rights, and by assisting them with cross-border disputes.
In order to further this objective, ECC Ireland carries out awareness campaigns,
publishes information material and hosts a website (www.eccdublin.ie) as well
as giving presentations to interested groups. It also writes joint reports and
surveys with other centres in the network. ECC Ireland also provides feedback
to the National Consumer Agency and the European Commission on problem
areas requiring enforcement.
As a Europe-wide network, ECCs are in