CarTrawler
reviews and complaints

I have booked a transfer from

Berlin - Airport - Brandenburg to hotel and back.

The driver showed up on arrival but never picked us up on our way back.

We almost missed our flight and we had to find another way to get to the airport paying all extra and get fully stressed

The incident happened on 19/06, the booking was for 08:30 in the morning from Anhalter str2 to Brandenburg airport-Berlin.

That was the most unpleasant end of our holidays

CarTrawler, booked via Ryanair

Taxi transfers from / to Barcelona airport to / from hotel in Caldes d'Estrac

Transfer Reservation ES805477670, booked 27 May 2022; transfers were EUR 230.35.

Flight from Stansted arrived on time at Barcelona airport; I waited for 45 minutes but the taxi did not turn up. No contact from CarTrawler, Ryanair, or the local taxi firm. I managed to contact customer services at the local firm (Mytransfer.com), who informed me that the driver was not available, and that I would need to arrange my own alternative. I was assured I would be refunded for the non-arrival.

I rang on the same number the following day, and asked for absolute confirmation that the return transfer on the following day would arrive (booked for 7.30am on a Sunday morning), as I had to be on time for my return flight to London. I was assured this would be the case.

When the cab still hadn't arrived at 7.45am, I called customer services again, and waited on the line for 35 minutes whilst it continued to ring - the automated message told me that I was first in the queue and then suddenly reverted to sixth in the queue. At 8.20am I ran to the local station in order to get a train to Barcelona, given there were no other taxis available in the village. I managed to get through to customer service whilst on the train - they said that they didn't know why the cab hadn't arrived, and apologised again for the non-arrival. I was told there was nobody else that I could speak to.

On the following Monday morning I received an email from Roger at GT Pre Ride Customer Care :

"We regret to hear that you have experienced problems with your recent transfers.

In order to resolve the issue for you, we will begin an inquiry into your reports of driver no shows for both legs of your booking.

Please bear with us while we investigate on your behalf. We hope to revert back to you as soon as possible with an update.

In line with our terms and conditions; our liability is limited to the amount paid for the transfer, we are not responsible for any additional costs incurred."

I have since emailed Roger a number of times for updates, but 3 weeks have passed since the original email and I've had no further response. I have not received any form of refund or compensation.

I have had multiple requests for customer feedback from Ryanair, which I have responded to noting this issue, but they have not responded either. The mytransfers.com email address ([protected]@mytransfers.com) is no longer operational.

Hello,

I rented a car via Hotels.com with Car Trawler confirmation no :RO809010390 . The website stated that I need a credit card in my name to be able to pick up the car. At the time of booking it was not stipulated what type of credit card I needed to rent the car therefore when I went to pick up the car from the rental company Klass Wagen, the person in charge was saying that they won't accept Amex credit card and that is the only credit card that I have in my name. I called the Car Trawler when I found out that the the company wasn't accepting the Amex. The Car Trawler response was that they can't do anything about it and it was my fault that I didn't have Mastercard or Visa Credit card that the rental company was accepting. I consider that the Car Trawler misled me to purchase the service from them without giving me the full information from the start of booking.

Kind regards

Cosmin Cojocaru

cos.[protected]@gmail.com

Tuesday 7th June At Ciampino airport in rome. Paid a substantial amount of money to be picked up from the airport to be dropped off at our hotel. After waiting an hour, nobody turned up. 3 telephone numbers were provided on the booking confirmation and all 3 numbers were called a number of times only to be told the booking had been cancelled and the phone was put down each time. No reason, no explanation, no notification. Alternative transport was then required and at extra costs which meant we did not arrive at the hotel in time to make a pre-paid booking at the colosseum which again lead to further costs as the tickets had to be rebooked. It confirms in the terms and conditions that you will either supply alternative transport if the original arrangements for whatever reason or a refund will be issued. We can’t even contact them directly to discuss this. Completely shocking, out of pocket on a number of occasions.

Hi Darren,

REF Customer reference ES799301750 Supply ref 471114 May 14th 2022 related to a problem your company hasn’t taken responsibility for.

Contacting you after being very unsatisfied several days after and I still am. Your company have charged me for a taxi without showing up at all at Malaga Airport 14 May!?

I had ordered and paid a taxi (315 Euro) to pick me up at 15.10 after my flight landed there.

I was asking all taxdrivers waiting for their customers for over an 1 hour but the taxi was not there at all?! After 1 hour suffering I had to take another taxi.

I called your company many times with many expensive waiting minutes. But very ignorant not helping me, Your company still hasn’t taken the responsibility, not refunded me at all or responding. This is lowest customer service ever and I request you to highlight this issue. I want you to refund me ASAP plus compensate me for this. Now this is not okay and I wont give up after being treated like this.

Please ask responsible for this Spanish department to respond ASAP my private email: [protected]@hotmail.com

Dear Sir/Madam, I booked a car with Car Trawler for my vacation in Italy and paid in Full + and included Insurance with Axa.

The car provider was Hertz.

On arrival I went with my disabled wife at the Hertz desk. It was all paid so there shouldn't have been any extra charges. However the man at the Hertz desk proceeded to issue an Invoice.

I was charged an extra Euro 557.79 on my credit card for things which I did not want or needed as the booking was incomplete?

Please investigate this matter- i paid car trawler in good faith for the booking.

Hertz have acted unlawfully - and in turn have blamed car trawler as the booking was incomplete and a balance to pay.

BOOKING REFERENCE IT589687080

PAOLO CROCETTA

05/04 TO 20/04

AXA INSURANCE G001GBEIT589687080

Whilst relocating from Dubai, I scheduled a Dakar airport pickup with Emirates. No one was there to pick us up and we could not contact anyone for assistance. We ended up booking an alternative airport taxi after a pretty stressful time managing a 3 month old baby and lots of luggage.

After submitting a refund request the next day, I received an email from Cartrawler customer service after 20 + working days only to say that they needed 20 working days to reply. Guess what, the time has elapsed and no responses despite further follow ups. This seems to me a deliberate policy of unfair practice (basically robbery) and they must be held accountable;

I had booked a car rental through this company in South Africa and arrived in Johannesburg only to be charged again for the rental.

I was advise to take it with Cartrawler and have been chasing them to refund since February 2022.

I have provided them with all the evidence of this and no one seems bothered and on their website is appear my complain has even been closed!

I am prepare to publish all the information as well take court action!

The reservation details are to aid you to find my contact details: (#6987299) Car hire Ref: ZA787272390

I have reservation MX597463760 27.04.2022 from cancun airport to hotel barcelo maya riviera I did not receive the service, there was no driver, I demand a refund for the service that I paid for, as for the transfer back to the airport, this is still relevant and I will use the transfer

my luggage was lost, I had no connection or charging to the phone, absolutely nothing, I also indicated in the transfer that I would leave the airport at 15:30, there was no driver

Contact me by email [protected]@gmail.com or by phone +[protected] or by WhatsApp +[protected]

Hi re Booking Reference Number: HU605882240

i am extremely upset with the very bad experience i had with this transfer . Haven arrived at the airport arrivals on time i looked around for the driver that was supposed to be present as per you communication with my name displayed . having awaited 30 mts i than 3 times messaged the number given on you communication but no reply and i also rang with no reply. after appix one hour ( 3 am in the morning) i had to get a taxi from the airport. later that morning i got a whats ap that driver was waiting somewhere remote in a car which was not what was on the terms your company communicated to me ( driver waiting at arrivals with name plaque and contact number in event of a problem). I have evidence of my whats app messages an times with no reply. i would like to have my monies returned and be contacted for this dreadful service

Dear sir/madam,

I write in reference to this booking, see below, for which we paid approximately 1,100 E, specifically for a 7 seater car. (Opel Zafira or similar). We needed a 7 seater to be able to transport a disabled family member together with our family of 5, on holiday excursions.

Our 07:40 flight from Schiphol had been initially delayed and eventually cancelled, due to the baggage handlers strike. We communicated the cancellation to Cartrawler at 11:00 by email to ensure the 7 seater would be held.

Once our Dublin flight was rebooked by KLM via Berlin giving us an arrival time in Dublin off 11:15pm, we called Cartrawler and your agent acknowledged receipt via email and informed us he would inform Sixt at Dublin airport of the time of arrival.

When we arrived at the Sixt desk we were informed that there were no 7 seaters available. We were given the choice of either spending the night in Dublin and returning the next morning to speak with management, with no guarantee of receiving the 7 seater we paid for or accepting right then and there, a smaller 5 seater car (VW T-Roc). As we had been traveling since 03:00am that morning, with 3 young children, we felt this 'choice' was no choice at all and took the 5 seater.

I write now to protest this most unsatisfactory service which has negatively impacted on our holiday and to ask how we can go about getting a refund for the excess amount we paid for the larger 7 seater car, which we has not been made available to us.

I look forward to hearing from you.

Kind regards,

Charlotte Dekker

On Mon, Feb 28, 2022, 15:16 CarTrawler & KLM wrote:

Boekingsref: IE583047760

Bevestigingsnummer [protected]

23

apr

Terminal 1 and 2, Dublin

08:20

Telefoonnummer balie

+353-[protected]

03

mei

Terminal 1 and 2, Dublin

13:20

Telefoonnummer balie

+353-[protected]

Opel Zafira of vergelijkbaar

Opel Zafira

Leverancier:

SIXT



7 passagiers



1 Tassen



5 deuren



Handgeschakeld



Airconditioning

I have booked a rental car via cartrawler.It was Goldcar in Palma de Mallorca.

The amount of 265,55€ has been booked from my credit card.

In the end goldcar didn´t accept the booking and charged 267,4€ from my credit card.

I had tried to contact cartrawler, but without any success.

On the 24th March I cancelled and I am still expecting my refund my reference ZA796565710 and confirmation 13RJ2P my name Anna Nunwana contact [protected] email [protected]@gmail.com. I hope you will get back to me.

Please attend to my complaint

when I booked car on expedia, the security deposit on all my paper work states that it is $200US, when I go to pick up car, the deposit is $250US! I only had $230 available credit, so they denied me the car on march 28, 2022!

That is called bait and switch which is against the law!

Now I am having a problem getting my money returned, for what I paid on the rental!

Booking Reference GB687886310 - Customer care reference [protected]

Dear Madam, Dear Sir,

shortly before the outbreak of CORONA I had booked a rental-car in England with your company.

Since it was not possible to travel to England, I was given a voucher which is valid until May 13th 2022 (see attachment number 1, your Email from May 13th 2020). In the meantime, CORONA restrictions in Switzerland as well as in England as well as private reasons (illness and holiday plans) have not made it possible for me to redeem your voucher which was paid with my credit card on February 13th, 2020 (attachment 3).

I therefore kindly ask you to repay the amount of Swiss Francs 197.29 (see attachment 2) either to my credit card (Mastercard [protected]) or to my bank account in Switzerland (IBAN: CH65 [protected] 1).

Thank you very much,

Kind regards,

Hans Peter Stücheli

Hans Peter Stücheli

Morgenstrasse 2

8200 Schaffhausen

Switzerland

Phone [protected]

hanspeter. [protected]@shinternet. ch

If I had read the reviews I wouldn’t have booked. Booked through Emirates thinking this is a legitimate service. Plane arrived at 05:20am. Driver confirmed with me that plane had landed and I was going through passport control. Said he had a sign with my name on it. Next thing the driver says he waited too long and left and there is no alternative.

Paid so much more money for this airport transfer than the local taxis would charge and still ended up in a taxi.

I need a refund for this. Unacceptable service and Emirates needs to find a better outsource company!

The worst ever! I booked a car through Emirates and ended up having to deal with this broker, who then outsources to another car rental company in Dubai. On the booking date, I was denied the car as they requested an international driver’s license while the voucher clearly specified that my driver’s license category didn’t require that. I was charged the full amount without being given a car and despite many complaints, back and forths, they didn’t want to budge. They even recognized that the requirements were fulfilled but that they needed the final rental to agree to it. NEVER HAPPENED obviously. They do everything to keep the money.

HORRIBLE EXPERIENCE and Emirates should not use such a bad provider without being clear that it is on your own risk.

The confirmation number of the reservation is: PA578477360

I´ve booked a Pick-Up Truck to a trip in Panama with CarTrawler.

When i arrive at the rental desk (Thrifty) the guy told me they have no Pick Up Truck and we tried to fit our 4 bikes in the car that they offered me in the place of the Pick up truck. As much as we tried the bikes didn´t enter the car, so i have to cancel it with Thrifty (and they confirmed to me that they cancelled and sent a message to CarTrawler explaining what happened).

As i was in an Expedition and couldn´t reach CarTrawler by phone, I´ve sent 3 or 4 emails the following days but no answer.

When i get back to Brazil i tried again and they finally answered me saying that they could do nothing for me.

For me, it´s robbing. They get back the money from Thrifty but are not giving it back to me.

To whom it may concern,

On the 06 Nov 2021, I rented a car through the website: www.ma-location-voiture.com, with the reference: FR570508000 (See annex 1). Of note, this website is in fact run by https://cars.cartrawler.com and appears debited by CARHIRE IRL.

On the 06 Nov 2021 I paid 273.77 euros for this car rental reservation to CARHIRE IRL (See annex 2).

The car was picked up 21 Dec 2021 from 14:00, 10 Bd Emile Combes, Arles, 13200, France and return 30 Dec 2021 from 10:30 at the same address.

At the time of the pick-up, in the HERTZ-Dollar agency I had to pay AGAIN 228.14 euros for the car rental. The agency claimed that they never received the part they should have from the "CAR HIRE IRL", and made me paid for the CAR a second time (See annex 3).

On the 04 janv 2022, 05:26 PM I reported this problem to https://customer.cartrawler.com, and the Claim reference is [protected] (See annex 4).

I received the following response at the time "I have passed your request on to our customer complaints team who will be in touch. I can assure you that they will do their best to resolve this issue for you. ... If you would like to check the status of your case or if you need to attach supporting documentation, please visit our webpage where you can access your booking manager: https://cars.cartrawler.com/voucher?resid=FR570508000&email;=[protected] complaint number is [protected] which should be resolved within 20 working days maximum.”

As you can imagine on the 13th of March 2022, not only I was still not REFUNDED, but the case has been “CLOSED – ABANDONED” (See Annex 5).

Today, 13th of March 2022 I would like to insist that this CLAIM HAS BEEN YET BEEN RESOLVED.

This situation is a very good demonstration of the very poor quality of this service that I do not recommend...

Karine

Document attached:

1) Car rental confirmation where it appears “Cost” (Annex 1)

2) Car rental confirmation where it appears “Payment received” (Annex 2)

3) Payment receipt – proof CARHIRE IRL received 273.77 euros (Annex 3)

4) In voice from Hertz-Dollar – proof the location was charge AGAIN 228.14 euros (Annex 4)

5) Status of the claim reference [protected] (Annex 5)

I went to Panama last month and have made a reservation through CarTrawler (Booking Ref: PA578477360

CarTrawler Ref: [protected]).

When I arrive at the rental agency - Thrifty- desk at Tocumen Airport, they do not have the car category that I´ve booked (very specific cause I have 4 bikes to transport, so i´ve booked a 4x4 Truck).

As i could not travel further without the truck, i´ve cancelled the booking with Thrifhty, sent an email to CarTrawler (as i wasn´t able to reach them by phone) and follow my trip plans. (I´ve rented a 4x4 truck with Alamo at the airport desk).

The following day, as i got no response, I´ve sent another email and then I´ve entered a week expedition without internet access.

When I´ve finished my expedition, I still had no answer from CarTrawler, then I´ve got back to the airport and checked with Thrifty and they confirmed that they cancelled the booking, and all the information of the case was sent to CarTrawler.

Then when I got back home I got an email from CarTrawler that they could not give me any refund. Thats simply robbery.