CarTrawler
Reviews and Complaints

Dear CarTrawler,

Hi..

I have a complaint about two things :

1 . I have a complaint (Ref : KW459851110, Confirmation no. : 47152119UE0) regarding a car reservation that I made in Kuwait
airport from Nov, 30th to Dec 3rd, but unfortunately I couldn't take the
car because I forgot to bring my driving license.

I cancelled the reservation and I contacted Air Arabia and they said I should contact the agency...

I contacted Budget and they also said that I need to contact CarTrawler..

I am requesting for a refund please.

I have signed the cancellation in Budget office in the airport already.

Please look into the matter to solve it.

A copy of reservation confirmation is attached.

2. I had so much trouble just to find how to reach you.

Regards,

Tariq Alkhayyal Alali
email : [protected]@gmail.com

I booked a transfer for the 2nd of December from Brussels airport to the hotel. It was for 3 adults we were to be picked up at 10.20, in front of java coffee house. The driver never showed it tried ringing both numbers I was giving when the booking was confirmed. Both numbers were tried a number of times no answer I did leave a voicemail with my number to be contacted was never contacted. I had to get a taxi to and from the airport. Which is on called for I'm not happy with the service that was never fulfilled.

Booking reference number: BE462663910

Siobhan Dunne

Booking Reference Number: GB469319230
Confirmation no. CTR-[protected]

Very annoyed at the service. The terms and conditions are very unclear. I hired a car and was only told about the deposit of £1250 after I had booked it. I was shocked to find it on my booking confirmation. I booked the car one before my arrival date and I cancelled on the same date! My credit card only has a credit limit of £1000 and the price of the car was £119 to hire. I cancelled immidiately after finding out about the high deposit - which I wasn't made aware of during the time I made my booking. Absolutely appalled at this ripping people off and ruining people's holidays. I want this matter looked into.

On the 15 September 2018 I rented a car through Cartrawler and paid R 2965.45 and was directed to pay extra R395 which I never paid(R395) because Hertz did not have the car I wanted and cancelled the deal.
I have written emails to cartrawler for refund and they only paid back R520.00 as settlement. my question to them what expense did they incur? I contacted Hertz car rental who confirmed that they never received any payment for the cancelled car rental contract.

Dear Mr Seleho,

Thank you for your patience.

I have been advised that Cartrawler has to contact us on behalf of yourself regarding the matter as we do not receive payment for rentals that was cancelled.

Kind regards

Igshaan Fortuin
Customer Relations Administrator

Tel: +[protected]
Direct: +[protected]
[protected]@hertz.co.za
fireflycarrental.co.za

Hertz Southern Africa
3rd Floor, ExecuJet Office Park, Tower Road,
Cape Town International Airport, 7525
Booking Ref: ZA421324670
CarTrawler Ref: [protected]

Dear Rakeleje,

Thank you for your patience in relation to your case.

I apologise for the delay in resolving your claim, it was caused by a late response from Hertz.

Having investigated the issue, I am happy to confirm that I have proposed a refund of ZAR 520.00 for the different category vehicle that you received which will be processed to the credit card you used in the original transaction.

You should receive your refund within the next 10 working days.

Thank you for taking the time to contact us about your experience and for giving us the opportunity to assist you in resolving this issue.

Thank you again for your patience, and I apologise for any inconvenience.

Kindest Regards,
Tomasz

Cartrawler Customer Care

i will like to receive my full payment

hope you help

I made above booking and also complained regarding refund - showing rental agreement conditions where I can get refund for unused days - however the post rental teams are showing agreements which I never signed or received and refusing refund citing the same.

I would like issue to get escalated to Management for the refund of unused days of 2 days of car rental as per rental agreement signed by me.

I had made a reservation for Transfer from Airport to Hotel in Marrakech on 28/10/2018 at 18:00 via Ryanair transfers and paid allready on 7/10/2018
Customer ref nr MA436105390
Supplier ref nr 497155
Supplier Fox Transfers

At arrival in Marrakech there was nobody, no sign, nothing
I tried to call the number of Fox in UK (+[protected]) -no reply
I tried a number in Marrocco [protected]) instantly cut off -no reply
I send 3 email messages to [protected]@cartrawler.com but got allways return of :undelivrable
After searching further we finally had to decide to order a taxi who brought us at the destination
So I want my prepaid 81, 48 Eur immediately reimbursed.
If not I hopefully can have it blocked on my creditcard
Best regards
Aime Van Rumst

Ref. Voucher nt : IE381811150

We hired an ESTATE car for our trip to Ireland starting 15/8/2018 and Europcar Ireland could not provide us with the promised car one on said date.
The car provided was not of a suitable size for our needs and we were obliged to carry some of our luggage on our laps during the entire trip. Europcar agents were less than sympathetic with our dilemma when we were expressing concern before collecting the smaller Skoda saloon car - despite waiting 70+ minutes with my family at their centre near Dublin airport.

Please formally investigate this complaint and I look forward to an early response.

Many Thanks

Lawrence Kinsella

Be aware of them. I booked through mexican airline website Vivaerobus. When we arrived to Monterrey Mexico, there was NO CAR and nobody there, tried to contact them for 4 hours but nobody answer calls and messages.
They charged me $50 USD and did not provide the service. We had to rent another car at Enterprise for 30 USD. Still trying to get my money back after 25 days.
Their website does not show contact options maybe because they are a ripoff
Very hard to get a response of them, they asked me to send them lot of personal documents, the airline says they can not do anything, call the bank and tried to get a refund but is not possible.
Reservation number: MX441998830
CarTrawler Ref. number: [protected]

Boris Stout Today at 0:40

Dear Sir or Madam,

As you will be able to tell from your records I very frequently use Ryanair Car rental service over the years - my records show I have spent more than £600 on
rentals since September of this year alone and in general I have been very happy with the service; using a variety of companies from Budget & Avis
to the low cost hire companies such as Drive.
However there was one exception to this which is why I write today; this September I was attending a film festival in Drama in Northern Greece and on the evening of the 18th of September was asked by the festival Director to remain an extra day and thus was forced to postpone my flight from Thessaloniki to Athens from the 20th to the 21st of September and having booked on the 15th September (see below) a car through Ryanair's site (for Goldcar) from 20th to the 27th of September at Athens Airport I tried that night to contact them at the Athens local number given on their website (+30 [protected]) without response; I speculated that it was because it was after hours yet the following morning I spent almost two hours in several shifts listening to the samba hold music ring without any response and at considerable expense. Indeed I even tried that afternoon from the landline in the festival office to contact Goldcar even though by then I expected there to be a penalty because by then I was on the wrong side of the 24 hour window. I got no response.
I held out hope that when I arrived on the 21st the company would make some provision for me given their failure to answer the phone.
But when I arrived I spoke to a Goldcar representative who told me that they had no cars available and that the reason no one answered the phone was that 'it was a cheap rental company who didn't care and no one answered the phone' .
This left me in the position of having to book a car on the spot - which i once again did with through the Ryanair site on this occassion with Budget - a rental which I ultimately extended from the 21st September through to the 9th October (see two reservations below).
I can understand that there is a 24 hour boundary on making booking changes and I have no objection whatever to that but there must be some reciprocity,
both parties must be held to the same standards and if there is no way of contacting the company when the customer's situation changes then this condition is essentially meaningless; I hasten to add that I spent a good deal of time searching for a email address to contact at Goldcar but none is available. I was finally told by the Goldcar representative at Athens that I should contact you.
Unfortunately the pressure of work has prevented me from contacting you as i intended much earlier.
Given all these factors I believe it would be appropriate to get some letter of apology from Goldcar and the full rental sum returned to my account and in
addition I would have thought that it might be worth reconsidering cartrawler's relationship with such a poor provider.

Below are the details of my bookings and if it were to come down to such a dispute I am sure that I can track down the phone records though I suspect you
are well already well aware of the deficiencies of Goldcar's service which I have come to find out are somewhat legendary at Athens airport just as the exemplary service provided by another discount provider you deal with - Drive are well known.

I look forward to hearing from you soon.

kind regards,

Boris Stout

Booking Reference Number: GR421602910
Confirmation no. [protected]
20
Sep
82 Agion Anargiron Street, Koropi, Vourlia Position, Attica, 19400
16:00
Desk telephone no.
+30 [protected]
27
Sep
82 Agion Anargiron Street, Koropi, Vourlia Position, Attica, 19400
16:00
Desk telephone no.
+30 [protected]
Citroen C1 or similar
MINI CAR

Citroen C1

Supplier:
GOLDCAR

4 Passengers

1 Bags

3 Doors

Manual transmission

Air conditioning

Pick-up Location:
After collecting the luggage, the customers have to go outside the arrivals hall and turn right. At the end of the building on the right, they will find the car park for the tourist buses. The customers can wait there for the Goldcar shuttle bus. This bus will take them directly to our off airport office located very close to the airport. Clients must also return their cars to the rental office, prior to being taken back to the airport.

Fuel: Pick up and return full.
Your vehicle will be supplied with a full tank of fuel. To avoid incurring fuel charges, you will need to return it with the same amount of fuel as it had when you collected it. You may be required to leave a fuel deposit reserved or charged on your credit card, this will be released or refunded when you return the car full. Missing fuel will be charged on your return. The price per litre charged by the rental agent may be significantly higher than the price at the local service station. A refuelling charge may also be applicable.
Without these mandatory documents you cannot collect your car

-
Credit card in the name of the lead driver, with a large enough limit to cover the excess ( EUR 1100.00 )

-
Full driver's licence in the name of the lead driver

-
Valid photo ID (i.e. passport)

-
Present this email at the desk when picking up your car

Please see your voucher for the full list of mandatory documents
Add flight number
Your voucher
Manage booking

ryanair

Booking Reference Number: GR425738310
Confirmation no. 43958076GR1
21
Sep
Airport Eleftherios Venizelos, Athens, 19004
22:00
Desk telephone no.
[protected]
28
Sep
Airport Eleftherios Venizelos, Athens, 19004
22:00
Desk telephone no.
[protected]
Hyundai i10 or similar
MINI CAR

Hyundai i10

Supplier:
BUDGET

4 Passengers

2 Bags

3 Doors

Manual transmission

Air conditioning

Pick-up Location:
Ferry Boat: It is not allowed to use any ferry-boat with a vehicle rented from Budget in Greece without written authorisation by the location Budget manager.

Fuel: Pick up and return full.
Your vehicle will be supplied with a full tank of fuel. To avoid incurring fuel charges, you will need to return it with the same amount of fuel as it had when you collected it. You may be required to leave a fuel deposit reserved or charged on your credit card, this will be released or refunded when you return the car full. Missing fuel will be charged on your return. The price per litre charged by the rental agent may be significantly higher than the price at the local service station. A refuelling charge may also be applicable.
Without these mandatory documents you cannot collect your car

-
Credit card in the name of the lead driver, with a large enough limit to cover the excess ( EUR 930.00 )

-
Full driver's licence in the name of the lead driver

-
Valid photo ID (i.e. passport)

-
Present this email at the desk when picking up your car

Please see your voucher for the full list of mandatory documents
Add flight number
Your voucher
Manage booking

ryanair
Dear Boris Stout,
Thank you for choosing Ryanair for your car hire. We are happy to confirm that your booking was successful.
To pick up your car, please present this email to the supplier at the rental desk. Please also make sure to read this email along with your car hire voucher to familiarise yourself with important information about your rental.
Booking Reference Number: GR428610990
Confirmation no. 44228335GR4
28
Sep
Airport Eleftherios Venizelos, Athens, 19004
21:00
Desk telephone no.
[protected]
09
Oct
21, miaouli Coast, Piraeus
21:00
Desk telephone no.
Hyundai i10 or similar
MINI CAR

Hyundai i10

Supplier:
BUDGET

4 Passengers

2 Bags

3 Doors

Manual transmission

Air conditioning

Pick-up Location:
Ferry Boat: It is not allowed to use any ferry-boat with a vehicle rented from Budget in Greece without written authorisation by the location Budget manager.

Fuel: Pick up and return full.
Your vehicle will be supplied with a full tank of fuel. To avoid incurring fuel charges, you will need to return it with the same amount of fuel as it had when you collected it. You may be required to leave a fuel deposit reserved or charged on your credit card, this will be released or refunded when you return the car full. Missing fuel will be charged on your return. The price per litre charged by the rental agent may be significantly higher than the price at the local service station. A refuelling charge may also be applicable.
Without these mandatory documents you cannot collect your car

-
Credit card in the name of the lead driver, with a large enough limit to cover the excess ( EUR 930.00 )

-
Full driver's licence in the name of the lead driver

-
Valid photo ID (i.e. passport)

-
Present this email at the desk when picking up your car

Please see your voucher for the full list of mandatory documents
Add flight number
Your voucher
Manage booking

Our car hire booking confirmation -- DK426378190

We would like our money back as soon as possible please.
We hired a car from Billund Lufthavn 12-18. of October 2018. We have paid what we owed, and left the car in good condition with a full tank. Still you have charged us afterwards without any explaination, and much more then the carrental costed. Of course this must be a mistake.

PC: We have tried several times to send an email to [protected]@cartrawler.com but you cannot receive it, because your mailbox is full?!

I rent a car with Ryanair from porto to lisbona, until 24 to 31 october and i payd from my card Also an insurance. I cant rent the car because my card is prepaid but Ryanair site take this money so it's a frode. I ask for cancell the reservation to customare care in porto (because the car company saudita to me to go upstairs), i wait more than 1 hour and a worker says that she cant help me because customare care is only for the flight and she give me a number to call and i wait more than 15 minutes. When someone answer me it Was too late to refuse my money not for my faute but because i lost time in waiting someone helping me how cancel reservation of the car. So i want back my money please, untill i go to the judge.

I have rent a car from Easirent for Thursday to Sunday to visit with my grandson, as a birdsday gift, the computer museum and Brooklands.

When we arrive in Stansted airport there was a very big line at the customs and in the building it was not able to make a phone call.
Outside we make the phone call 9.43 for the shuttle and we arrive at the rental pickup about 10.15 hour.
Lady (name Anna ? ) at the desk "sorry sir we have no car for you perhaps at 14.00 hour your to late" we are waiting and then I make a call to Ryanair explain the situation
The man ask for the lady at the desk, they spoke together, I get my phone back and the lady said to me "just wait 2 minutes I have a car for you.
At that moment we are very happy, but the lady said you have to take a Additional insurance, the lady was not speaking fairly well English. I said okay okay and put my signature.
I will leave the office and start our weekend We are awake from 04.00 that morning we will leave and go to the hotel.

Next day, Friday, we start our weekend and drive out of Dover we are just 15 minutes on the M20 and a warning lite goes on, I stop on a safe place and make a phone call to Easirent.
I have to press 5 and get a very bad music after 10 minutes I make a new call press 1 and a lady said "how can I help" but the real help I get was on Saturday morning, the last day of our visit.
A man from RAC dragged us to Maidstone and we change transportation and we go with a car ambulance direction Luton where we arrive at 16.00 there we get a other car from a man named Khalid.

We drive al the way back to Dover, where we have something to eat and go to sleep, we have to return the car at 06.00 Sunday morning, we were on time but have to wait till 6.45 then they bring us to Stansted.

All my calls are recorded and will be used for education, every time I make a call, this was the first thing I heard.

I hope you will find out what was happened with my rental car and why it is so difficult for Easirent staff to help a customer.
I want a complete refund for all my costs made for that failed weekend from Easirent for having no rental and spending almost 40 Euro extra telephone cost to replace a faulty car.

If something is not clear or you want more information please let me know.

Kind Regards,

G.Ottevanger

E-mail: [protected]@home.nl

I have posted a copy of my email to you regarding my complaint, it has been posted recorded delivery so it will have to be signed for at your end. I have emailed you several times with no response whatsoever.
my cartrawler reference is [protected] and my name is jayne marsden the email I have posted to you explains my complaint in detail and is not hard to understand, I am asking for a full refund of the money I paid out for car hire, which I did not get, an early reply would be appreciated

thank you

This is not a complaint when I booked car hire I put wrong dropoff time down it should have been 2pm I put 12noon internet said they can only give me until 12.30pm it is nobody's fault but mine I did say I would pay extra but they said speak to the people I booked with I did and Ryanair told me to contact you booking numberGB404932670 FR4116 from Manchester to Murcia 22nd October is it possible you can help me regards MrRhodes

On 4 October I booked a car for a transfer from the hotel to Paris - Airport - Orly (ORY) (N° of reservation FR434337670). I paid with my credit 48.32 euros (transation results ok in favour of Et* online Transport).
I received the message confirming my reservation. However when I tried to download the voucher from the e mail I received from cartrawler I only obtained the following message" Booking status: CONFIRMED The booking voucher for reservation: FR434337670 Cannot be displayed because an outstanding payment is due. You can make the outstanding payment now using our secure payment page". Why I can't obtain the voucher for which I have already made a payment? I already sent 3 email to have some explanation without answer.

I booked a private transfer through car trawler to and from Malaga airport. I paid in advance. I got my outward journey fine. On the day of my pickup to return home, I received a text message confirming my pickup at 12:00. At 12:05 I called the number sent in that text message and the car company said they had cancelled my booking and car trawler should have been in contact. I received no warning or information that my booking had been cancelled. This caused distress, me to have to pay an extra 44 euros on top of what I had already paid for a transfer that didn't show and meant I had to rush to catch my flight. I contacted car trawler to open a case on 27/09/2018 the day after, as far as I can see the case has not yet been looked into, I've received no communication or refund and I cannot get hold of them any other way.

My name is Tanvir Qamar (Mr) and my car rental booking reference number is
ES419670750.

I recently booked at rental car (on-line) for my trip to Barcelona between 28/09/2018
to 02/10/2018 and paid for additional damage insurance in advance (on-line)

However, when I arrived at Barcelona airport and went to GOLDCAR to collect my rental car, the man at the counter refused to give me my vehicle until I paid him an additionbal 121.37 Euros.

I explained that I had already purchased the additional damage insurance and provided him with all the relevant paperwork. He would not listen to me nor would he look at the paperwork and simply said either pay 121.37 Euros or he will cancel the booking. It was evening time, my partner was with me, we had to get to Barcelona by a certain time because we had rented an apartment and the apartment owner was waiting for us so I was forced to pay the extra 121.37 Euros to get the car.

I am absolutely outraged and disgusted about this and the Gold Car agent bullied us to get this payment. I have since found out that car rental agents are paid commission to
get customers to pay for the extra insurance so obviously he lied and cheated me just to get his commission and I have also recently found out that many customers are ripped off in this manner.

The GOLDCAR man insisted that we MUST take this insurance otherwise NO car and what really is legally and immorally wrong is that (a) he lied and forced me to take the insurance just for commission and (b) he refused to look at my documents which clearly proved that I had already bought the additional damage insurance therefore I have paid twice for the same insurance.

I have today contacted the Office of the Financial Services Ombudsman to lodge a complaint and for them to investigate this outrageous behaviour by GOLDCAR and they have advised me to contact you first and if I still remain unsatisfied, then I can contact them and they will fully investigate this matter.

I have all the proofs that I paid for the insurance in advance and would request you to investigate my complaint fully and urgently.

Tanvir Qamar (Mr)
[protected]
[protected]@btinternet.com

Wij huurden door Cartrawler een auto bij B-rent voor de periode 10 à 20 september.
Volgens onze info ontvangen wij hiervoor extra Loopspunten aangezien we met SN gevlogen hebben.
Mijn Loopsnummer is [protected] ook mijn echtgenote heeft een Loopsaccount : het nummer is [protected]
Info bij SN leerde ons dat we rechtstreeks contact met jullie moeten opnemen.
Graag nazicht aub.

Travel Date: Aug 28
Canceled Rental: July 31 (well within limits)

I still haven't received a refund 2 months later. First I was told 10 days. I submitted a request at the 10 day mark. Then I was told 37 hours. At the 37 hour mark, I was told my refund would be processed within 10 days. At that 10 day mark, I was sent an email asking for my bank account routing number and account so they could refund me. This is shady. If I reserved a car with a credit card, the refund should be processed on said credit card. I explained that I don't want to give them my banking information. They told me to speak to my bank as that's the only option. I provided the banking info as requested and got a reply that I didn't include the IBAN. US Banks don't have IBANs. This company is the worst! They are causing so much grief over a simple refund for a car that was never used. I've asked them to use the CC on file. They said they can't. I've asked them to send me a check, use PayPal, anything. I get nowhere. They keep closing my case and reopening it with every reply. What kind of people am I dealing with?! Steer clear.

In February 2018 we made a reservation through Ryanair with Cartrawler (ref. IT882121960) for a rental car in Pisa Italy and paid 190 euro. When we arrived on August 17th at the rental office at Galileo Galilei Airport we were not able to obtain a car.
The reason given to us was the drivers name didn't match the name on the booking i.e. the holder of the credit card.
Consequently we signed another agreement (nr. 105 [protected]) to hire a car from the same rental agent and paid again. This time 243, 28 euro.

So, as we were charged twice it seems only fair to refund the original amount, paid in advance.
We contacted Ryanair (ref. [protected]) but they hide behind the terms of the rental agreement. As yet I have not found a way to contact Cartrawler.