Your Rights

The consumer can reduce the number of times he or she encounters problems at the rental car counter by learning some basic information about car rental rights.

Domestic:

If the consumer has reserved a specific make or model or classification of vehicle which upon arrival has become unavailable, the rental car company is obligated by contract to find a similar type or better classification from its fleet. In other words, if the only available vehicle is more expensive, the consumer will not have to pay the higher base rate. Be careful of accepting a more expensive automobile as the insurance and surcharges may be more than you would have had to pay if the cheaper automobile was available.

If the company does not have your class available, they will usually try to find you a similar car at a different company and offer to reimburse you the difference. This includes the cost of transportation to get to the other company’s site.

On the other hand, if the consumer does not show up and fails to timely cancel a specifically reserved vehicle, such as a four-wheel drive, minivan, convertible, or other specialty rental, almost all rental car companies will charge the consumer’s credit card with a penalty. Some companies are now employing similar penalties in all such situations regardless of vehicle class.

Foreign County:

Laws governing operation of rental cars differ depending on the country. The following is intended as a general guide:

Most foreign countries will accept valid U.S. issued state driver’s license provided the bearer has a second form of photo ID. Some countries do require U.S. drivers to get an International Driver’s Permit which is readily available through Triple A travel offices. (AAA)

Personal automobile insurance policies and credit card insurance coverages usually contain restrictions and/or limitations, if not outright prohibitions, against driving in foreign countries. Before relying on a personal automobile insurance policy or credit card insurance benefit for international driving, the consumer should thoroughly check his or her policy, and credit card benefit restrictions.

In some countries, the police will take the visiting consumer’s license when they are involved in an accident or stopped for a moving violation. They will return it only upon receipt of payment for the fine. Let’s face it, not all counties have honest law enforcement systems. If the consumer rents a vehicle in a foreign county, gets a citation and pays it, he or she must be prepared to produce a receipt showing payment. All complaints about law enforcement mistreatment regarding legal matters or scams should always be report to the American embassy or consulate in that country where the incident occurred.

Just as in parts of the U.S. , many European countries record traffic violations by using street cameras that photograph cars at intersections. The offending car is then traced the using the license plate number. Law enforcement can then immediately identify the rental car and demand payment for the violation from the rental car company. The rental car company then has the right to charge your credit card to recover the fine, even if the company learns of the violation after the vehicle has been returned and paid for.

Filing a Complaint Against A Rental Car Company

Rental car company complaints that cannot be resolved should be filed with the Federal Trade Commission. The FTC is the branch of the Federal government that protects the consumer from fraudulent, deceptive and unfair business practices. To file a complaint and receive free information regarding consumer issues, see www.ftc.gov or call toll-free 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261