A recent study conducted by Which? has revealed that 1 in 8 car rental customers end up paying more than anticipated when hiring a vehicle. The survey, which gathered feedback from over 3,600 individuals who rented cars in the last two years, assessed various aspects such as customer service, value for money, ease of pick-up and drop-off, and transparency regarding total costs.
Surprisingly, 13% of respondents reported paying higher than the quoted price, indicating that additional charges were not clearly communicated during the booking process. These unexpected expenses included fees for drivers over 70 years old and extra insurance costs that were not included in the initial price.
Among the car rental companies evaluated, Avis ranked third from the bottom. While Avis received positive ratings for accurate descriptions, vehicle quality, and efficient returns, it only scored two stars for the speed of collection and clarity of pricing and terms. With an average rental rate of £55, Avis also proved to be one of the costlier options in the market.
Dollar, owned by the same parent company as Hertz, ranked second from the bottom. Despite commendations for accurate vehicle information, convenient locations, and easy returns, Dollar received lower scores for collection speed and overall value for money.
In contrast, Autoreisen emerged as the top performer in the survey, earning five-star ratings across all categories. Based in the Canary Islands, Autoreisen stood out as the most economical option with an average daily rate of £16. This recognition led to Autoreisen being named a Which? Recommended Provider alongside Arnold Clark in the UK and the global brand Alamo.
Arnold Clark, another highly-rated company, was the sole UK rental firm to receive five stars for cost transparency. Customers praised Arnold Clark for its swift and hassle-free rental process, with one satisfied client highlighting the ease of renting at an older age.
Guy Hobbs, head of travel research at Which?, emphasized the importance of choosing reputable car rental providers to avoid unexpected charges and ensure a positive experience. Hobbs recommended opting for trusted companies like Which? Recommended Providers or utilizing reliable brokers such as Zest Car Rental for added peace of mind and assistance in resolving any issues that may arise.