The Competition and Consumer Protection Commission (CCPC), working with EU consumer authorities, has proactively engaged with Etrawler Unlimited Company, trading as Holiday Autos and Argus Car Hire, to clarify consumer information on these car rental websites.
The improvements follow a coordinated EU-wide sweep of 78 third-party car rental websites conducted in 2022 by consumer protection authorities in 10 EU member states and Norway, led by the European Commission. The aim of the sweep was to assess and improve compliance with EU consumer protection laws.
The sweep identified areas of potential non-compliance with consumer protection laws by various car rental websites. Issues raised with Etrawler were addressed to ensure that consumers can make informed choices based on clear information.
Since early 2024, Argus Car Hire and Holiday Autos have implemented a number of positive changes across their websites:
- Contact email addresses were added on the Argus Car Hire and Holiday Autos websites as an additional contact channel alongside a pre-existing phone number, chat function, WhatsApp and customer portal.
- While road taxes and airport fees were included in the quoted price, following engagement with the CCPC the price summary box now clearly states that these charges are part of the total cost, making it easier for consumers to understand exactly what they’re paying for.
- Clearer information on the use of credit and debit cards is provided during the booking process and in booking confirmation emails.
During engagement with the CCPC, Argus Car Hire and Holiday Autos stated that they were already in the process of updating their no-show policies so that consumers are offered an alternative car with no fees in the event that a supplier cannot fulfil a booking due to a flight delay or cancellation. In addition, if a consumer is a no-show but contacts Argus Car Hire or Holiday Autos within 72 hours of the scheduled pickup, they receive a refund minus the flat cancellation fee.
The CCPC has been monitoring the implementation of these changes.
Pat Kenny, CCPC commission member, said:
“We want consumers to feel confident and protected when renting a car online. Online car rental should be transparent and fair for every consumer.
“We welcome the action taken by Etrawler to enhance clarity and transparency of the information available to consumers, enabling them to make informed decisions.
“The results of the sweep on car rental websites demonstrate how the CCPC and consumer protection authorities across Europe work together to ensure consumers’ rights are upheld.”
Under the Consumer Protection Cooperation framework, national authorities work together to effectively tackle widespread infringements of EU consumer law and to review the commercial practices of traders.
The Competition and Consumer Protection Commission (CCPC) is the statutory body responsible for enforcing and promoting compliance with competition, consumer protection and product safety law, with new and expanding roles in digital and data regulation. We make markets work better for consumers and empower consumers to make informed choices through our consumer helpline, our website, public awareness campaigns and our financial education initiatives. For more information, visit CCPC.ie.