CarTrawler
Reviews and Complaints

Sehr geehrte Damen und Herren

Am 20.9.2018 haben wir am Flughafen von Palme de Mallorca unseren Mietwagen bei Goldcar abgeholt. Hierbei wurden wir in schlechtem Englisch darüber informiert, dass wir noch Flughafentaxe sowie die Tankfüllung begleichen mussten. Eine Aufstellung der Kosten wurde uns nicht vorgelegt und wir sind davon ausgegangen, dass sich diese (auch aufgrund der Angaben von Cartrawler) in einem entsprechenden Rahmen bewegen werden.

Nachdem wir die Kosten beglichen hatten, mussten wir feststellen, dass sich diese auf mehr als €400 beliefen, also mehr als die bisher bezahlte Vergütung für den Mietwagen an Sie. Wir gingen erneut an den Schalter und verlangten eine Rückvergütung der Versicherungskosten, über welche wir nicht informiert worden sind am Schalter (mehr als €200). Uns wurde mitgeteilt, dass diese Versicherung obligatorisch und eine Rückerstattung nicht möglich sei.

Das entspricht nicht den von Ihnen gemachten Angaben betreffend zusätzliche Kosten (Flughafentaxe und Tankfüllung). Zudem hat sich Ihr Partner Goldcar unlauter und missbräuchlich verhalten, indem die horrenden Kosten der Versicherung nicht erwähnt wurden. Es war bloss die Rede von der Taxe und dem Benzin.

Ich erwarte von Ihnen, dass Sie Goldcar zur Rückzahlung der zusätzlichen Versicherungskosten veranlassen und uns lediglich die Flughafengebühr und das Benzin verrechnet wird. Sollten Sie dies nicht veranlassen, so werde ich einerseits die Fluggesellschaft Swiss über das Geschäftsgebahren von Goldcar und Cartrawler informieren und andererseits den Rechtsweg beschreiten. Zudem würde ich diesfalls meine Kontakte zu einer bekannten Konsumentenschutzorganisation aktivieren.

Freundliche Grüsse
Martin Scheidegger
lic. iur., Rechtsanwalt

Ref No: NO426783190
Book a car through them for my parents going on holiday. NO INDICATION on the payment page MAIN DRIVER's credit card needed. Only after failing to collect card then I know about this and attempted to cancel. The website produces a 'Opps something gone wrong, we have log this' or freezes and cancellation do not go through. Exactly same thing with customer support.Lost £146.11 and my parents having to get around Bergen without a car! Shocking!

I did a car reservation through Pegasus web page on 22th september. I selected Budget's offer in the list and did payment online. (reservation no : TR424838070 / confirmation code : 43862650TR6)

But, we arrived to airport at 7 in morning, Budget rejected my already payed! reservation because of my weak credibility report (Findeks)! This condition is unfortunately informed to the customer after the payment done!

So, both Pegasus and Budget says "we can't care about this because the order and payment not directly done through their system", and said "you should contact Cartrawler".

So, I don't to be charged becaouse of weak integration among Pegasus, Cartrawler and Budget, and request my MONEY BACK from the part who took

orhan can

contact : [protected]@gmail.com

Made the booking on Expedia site Ref no GB415550990 on 7th sep
at which point 25 Euros was taken off my card as a booking fee

On 20th Sep 900 ++ euros were taken off my card . When we spoke to Expedia they said that it was just a blocking of the funds to Guarantee the type of Vehicle we requested for
This sounded very normal and authentic

The Pick up for the car was in Nottingham today ie 25th Sep . When The Client arrived to pick up the car the SIXT agent Mr Shaj denied them the pick up stating that the Licence of Mr Cassim Sait did not have a chip .
They cancelled the car and said they sent have send an email for refund.

This is appended here for ready ref
*******
From: [protected]@sixt.com
Date: 25 September 2018 at 12:01:23 PM GMT+1
To: [protected]@gmail.com
Subject: Cancellation Confirmation: [protected] for Abdul Rahman Cassim Sait
*******

There was NO mention of refund in this mail . When we spoke to the agent at SIXT he says that in Aug 2018, all third party agents were informed about the licence with a chip .. if you go through the entire message received from car trawler there is no mention of any such clause. The agent went on to say that this was a norm with Cartrawler and had we booked directly with SIXT we would not have to pay anything if we did not pick up the car. The Wife had a licence with a Chip that was acceptable but it was not legal to take the car in her name and for the husband to drive. We declined to do anything that was not permissible by law of the land

Called the Number listed on the Voucher and Mr Billy said that since documentation was insufficient THERE WAS NO REFUND as per the NO SHOW clause.

a) The Question of No show does not arise as the Guest was very much present and were refused delivery with a silly excuse
b) The money as per the conversation with Expedia was only a hold and not a payment purse so how can there be NO REFUND
c) we booked a car In AVIS an hour later with no issues of a so called chip in the licence

I think .. I could be wrong is this a ruse by the car company ... maybe they did not have the car we wanted .
Whatever be the case I request you to Kindly look into this and ensure that a Full refund is made to my card
Warm regards

I booked car hire from Faro airport on 16th September with booking reference PT382801670 and the email associated is [protected]@gmail.com. I flew in to Faro and proceeded to the pickup point where I was to get a shuttle bus to the Payless car rental desk - this information was on my booking form. I waited at this location for over an hour all while trying to contact the phone numbers that were on my rental form. In the 10 attempts to contact the numbers provided, all of these calls went unanswered. I then was advised by another rental company driver to contact the Avis desk as they are the parent company. I did this and was told to wait at a different location for pick up which I did believing that the company was contacted. I waited a further hour for this which didn't happen. As I had a function to get to I had to leave the airport via Taxi. I was in Portugal for 6 days and all my further attempts to contact the company failed. I attempted to contact the company via Facebook where I was told I would be contacted via phone, I have never received this phone call. When I returned to Dublin on Saturday I attempted to contact their office in Dublin, where I spoke to somebody who told me "we can't do anything". I contacted again on Monday where I was provided with the contact number for CarTrawler who the car was booked through. The number provided is not in service. I attempted to contact them through the number on your website and my call was cut off. I paid €100 for car rental and ended up having to get Taxis everywhere I needed to get to. I am looking for someone to take my compliant seriously and to refund me all additional costs (taxis and international calls made from a mobile) as well as the initial payment. I'd really appreciate any help with this as I've been given the run around as nobody wants to take responsibility for this. I'm really not happy about this and the lack of help I received.

dear mr, mrs,

We have made a reservation for a car via SN BRUSSELS AIRLINES for a wedding weekend, from 17/08 untill 19/08 in Nice. We have done this after made our ticket reservation, it was easy, because there was a link. We have paid everything with our visa card, so quiet easy, so no need to pay when we arrive in Nice.

Arriving in Nice, we were not allowed to get our reservation "FR980547080". Avis told us that it was blocked because the name of the conductor was not the same as the name of the member of the visa card! BIG DESILLUSION, because we needed a car. NEVER when i did the reservation, there was explained that the name of the conductor must be the same then the one who paid with a credit card (*). And not very intelligent the system, because when you pay with visa, you need to put the name, so it will be better, that the system refuse when the names are not the same! I was the conductor, my husband the one who paid. So big surprise, i was not allowed to get the car! Impossible to discuss with the guy of avis, even that it is my husband etc.

So we had to pay a new car location.

My claim is that i don't agree on the fact that our reservation has been blocked and that we had to pay double the price to get a car. I ask you to refund us the location that we didnt receive.

(*) it's written when you print the location information...but too late to make any changes!

I'm waiting for your response, if you need more info, don't hesitate,

I hired a Europcar car through Ryanair (ref. IE896449400) for the week 8-15 September. On arrival at the airport Europcar refused to let me have the car because I had a debit (not credit card), although the account had a balance over the 1500 Euros required. I asked for a refund - they told me to contact Cartrauler. I subsequently contacted Cartrauler, Ryanair and Europcar by telephone (unsuccessful) and email (no reply from anyone) and completed a review of my (non-)car hire experience for Europcar! These companies have my money; I had no car; no company acknowledged or replied to any communication from me. I would be happy for an apology and partial refund and would then submit another review on this website - I will keep hoping!
A PERFECT SCAM. I bet they are all sharing champagne on me

Après deux retards importants de vols VUELING et malgré avoir expressément demandé à l'agence locale de nous attendre, le bus noir aux lettres vertes n'était pas à notre arrivée à l'aéroport de Mahon ver minuit cinq minutes. J'ai appelé de nombreuses fois pour tenter d'avoir une réponse non robotisée en vain.
Nous voilà à l'aéroport en pleine nuit, sans voiture, sans hôtel et nous avons été obligées de prendre un taxi et un hôtel à Mahon à 1 h du mat. Le lendemain matin 10 septembre, un taxi nous a conduit jusqu'à OK Car et là on nous a dit que la réservation avait été annulée de facto car nous ne nous étions pas présentés et qu'ils n'avaient plus de voiture ! Vous pouvez imaginer mon mécontentement d'autant plus qu'il me semble que vous avez prélevez un certain montant lors de la réservation. Je vous demande le remboursement de cette somme dans le plus bref délai ainsi qu'une facture que vous n'avez même pas eu la délicatesse de nous envoyer.

Cordialement.
Marianne Tournoux

I was the victim of a ransom of 136, 76Euro on a car rental in Italy at PESCARA. I have never been in this city and especially in the period indicated on the contract HERTZ.
Could you check because I did not rent a car at this time. Who is at the origin of this location Voucher N ° 874968 or H63046373F1?
Who is the person mentioned in the contract on behalf of LIBERATORE?
thank you in advance
Castellana

ES394310990 Red number for holiday autos
Took car hire via car trawler in Lydia additional insurance for car hire from Madrid int airport on 2/09/2018 until returning the car at Faro int airport on the 15/09/2018
Total cost paid up front £596 pounds
Returned Hom and have now had another £:80.41 pence taken from my American Express card
I have submitted an email to cartrawler/holiday autos asking why and could someone get back to me ASAP no reply

Hi
My car hire contract stated that I would be guaranteed an '18 plate Ford Fiesta or similar' car. I was actually given a VW Combo type vehicle nothing like the vehicle I was promised. I went back to the Firefly desk and asked for an alternative to the VW Combo, a small car as agreed. I was told that nothing else was available and to take it or take a taxi. The rep eventually offered to exchange the VW Combo and said they would bring the new car to my hotel the following day at 9am. I waited at the hotel until 11am.No contact was made so I called the desk and was told I would have to go back to the airport to collect the car as they were too busy to come out to me. I wasted over half a day of my 7 day holiday on trying to resolve this issue.. I finally got a Seat Leon and was dealt with by an helpful member of staff at the returns office at the airport.
> When I went to collect the first car the staff were aggressively trying to push extras on me, especially extra insurance. This made me feel very uncomfortable.
> The staff in vehicle returns were very different to the rude, unprofessional and unhelpful staff at the collections desk.
> I eventually got what I was originally told I could expect but I had to exert my assertiveness to achieve this. I should not have to do that. I entered an agreement, paid the asking price and should have been able to expect at the very least a decent standard of service, without false promises of delivering a car to me and not to be spoken to so rudely.
> I would like to know why I received such a poor service and whether you are prepared to offer any financial compensation please.
>
> Rental Agreements [protected]-4 and [protected]-4
> Reservation 09KFQ0
> Holiday Auto ES393131270

Hi,
I was renting car 2017, Hertz Arlanda (via internet in Finland). In Arlanda they did not accept my driving license because it was just little bit broken, so my spouse drove and she paid the bill. In Hertz Arlanda they said that I will get back my money (72, 94 EUR 25.11.2017). I never get these and I have tried to get these back from Hertz Finland/Sweden unless lately they said that I have to make this request to CarTrawler.

Car rented 1.12.2017 - 3.12.2017
Case No in Hertz : 955703

br
Jarmo Lehtelä

Hired a car using search engine finn. No the actual dates are : pick up the car september 20 2018 at schiphol amsterdam airport. Return of the car on october1 2018 at schiphol airport. On my computerscreen came a reference code nl [protected] and the message : confirmation of your order will be sent to your e_mailadres this may take up to 15 minutes.

I have not recieved any confirmation from car trawler so far. 12 hours after submitting and paying my order.

Kind regards
J vittali

[protected]@evje.com

On the 23rd August 2018 I cancelled a rental booking (ES402137990) realising I had submitted some wrong details. I received an e mail of confirmation of this and advised that I would be refunded to the card I used for the booking. I have yet to receive the refund of £52.60. On the same day I re-booked (ref ES404276870) which I have been correectly debited for. Could you please advise me when I will receive my refund for the cancelled booking. Thank you Stephen Wilde

A reservation on 20.07.2018 from Bulgaria number NL376103670 for car rental at Eindhoven Airport on 29.08.2018 for 170.52 EUR . Cancellation on 07.08.2018; new reservation number NL392561150 was paid. The contract terms for refanding not kept. No response and duly refunding of the paid amount as stated in the contract terms.
Venera Ivanova Tomova .

COMPLAINT - Ref: ES403711070 Palma Airport

Hi there,

I wish to make a complaint about being informed that I would be charged at the Goldcar Desk in Palma Airport for ‘Airport Tax'. As per email confirmation below (on voucher) I expected to pay €5.11 (see screenshot attached). As it was late, and I hadn't the energy to look through my voucher, I agreed to pay this tax as the girl told me that because I was collecting from the airport, and not in Palma, this charge applies. But having checked the documents later this week I realised that this was incorrect, so I decided to email a complaint, unfortunately I sent this to AXA instead of Goldcar.

I called to the desk in arrivals after I returned the car yesterday, to complain about this charge. I was very upset to find out that not only was there an airport tax (this was indeed €5.11), but I was charged a diesel tax, even though I didn't request a diesel car, and I was charged extra insurance too, totalling €250!

On arrival to pick up the car, the desk was extremely busy. The girl who served me DID NOT ask if I wanted extra insurance, as this was covered on booking through cartrawlers which meant that Goldcar could charge me an excess, but my private insurance would be my own business. Why would I possibly want to buy two policies. The girl mislaid my visa card, was in a panic, then found it.

On complaining at the desk on my return I spoke with a manager, but basically she advised me that I should always book direct with the company, so I asked why they agree to work with cartrawlers if it's not black and white. I am deeply upset about this.

I would be most grateful if you will look into this for me as I am not happy with this at all.

I look forward to your favourable response.

Many thanks,
Tara Smith

Live Love Laugh
_
From: Aer Lingus Cars
Sent: Wednesday, August 22, 2018 10:46 p.m.
To: [protected]@gmail.com
Subject: Your car hire booking confirmation - Ref: ES403711070

Dear Tara Smith,
Thank you for choosing Aer Lingus Cars for your car rental. 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: ES403711070
Confirmation no. [protected]

08
Sep
Mallorca Airport, Mallorca, 07071, Palma de Mallorca
10:00

Desk telephone no.
+[protected] / +[protected]

15
Sep
Mallorca Airport, Mallorca, 07071, Palma de Mallorca
21:00

Desk telephone no.
+[protected] / +[protected]

Nissan Qashqai or similar

Supplier:

5 Passengers

4 Bags

5 Doors

Manual transmission

Air conditioning

Pick-up Location:
You will find our office inside the terminal building situated in the car rental area.

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 1400.00)

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
Your voucher

Manage booking

The car hire supplier may ask you to purchase excess insurance at the desk. You should not need this insurance as you are covered if you add our Damage Refund Insurance.

Insurance Policy

Do you have more questions? We can help!

Data Protection Notice: Your personal data will be processed in accordance with the applicable marketing and operating carrier's privacy policy and, where your booking is made via a reservation system provider ("GDS"), with its privacy policy. These are available at http://www.iatatravelcenter.com/privacy or from the carrier or GDS directly. You should read this documentation, which applies to your booking and specifies, for example, how your personal data is collected, stored, used, disclosed and transferred.

I submitted my complaint with CarTrawler at the end of July and received an unsatisfactory answer. I asked for the case to be reviewed again and since then I receive one email a week asking me to wait.

The issue is that I wanted to pick up our rental car at Weeze Airport on the day of the start of the rental, but was informed that the car was not available anymore because we were later than 2 hours after the arrival time of the flight we were supposed to take (in the end we took another flight).

It is clear that they have no intention of refunding my booking. Can you help?

Booking Ref: DE984299920
CarTrawler Ref: [protected]

I had booked a car at Cork airport for the 30th august ref., IE402567990 through Ryanair & Europcar I booked the car naming my son Gordon Mc Allister as the driver not knowing he did not have a credit card, I thought since I did the booking my card would have been okay. Anyway I was unable to get the booked car my age, 76 precluded me from driving, I now want a refund of my 71.07 pounds paid for on my Nationwide debit card. Ryanair have directed me to your site to obtain this refund

Enterprise Alamo provided me wrong car on 18th August at Ankara Esenboga Airport. Ford Focus was submitted instead of Nissan Qashqai and I have paid for Qashqai during the booking.

I did not receive the second provisional amount back yet since many days passed over and Cartrawler did not pay the price difference between 2 cars.

I called 3 times their office in Turkey and no one is picking up the phone.
[protected]

I had very bad experience, they are unprofessional and disorganized.
I will not work with them again and I will not recommend anybody.

I am really upset I rented a car and paid in full and what was my surprise I got to the airport and you wanted to charge me for the car again and insurance that was more expensive than the car. Also I bought an "insurance" alliance for 72 dlls for nothing I called your company and I basically lost my reservation i lost 2 hrs with my kids in the airport and no car to have fun on my vacation