Auto Europe

On May 4th, I arrived at Murcia Airport to collect my rental car, booked and paid for with Auto Europe.
My first indication that all was not well is when I saw the length of the line at the counter for Auto Europe's partner, GoldCar. It would take 65 minutes to reach the front, and during this time, I went forward to see what was causing the delay. I heard the same complaint each time. 'This is ridiculous. I paid for the Insurance online." Another said "This is just a con. I have a package including all Insurances."  The gist of what was causing this long delay became apparent. Finally, 65 minutes later, I reached the front of the line and was invited to take out a further Insurance of E45.  I referred him to the existing Insurance.

"Listen to me carefully. This Insurance means nothing. You have no Insurance in Spain". 

In a very short space of time it became clear that the Counter Assistant had lost his way, as his presentation transcended regard for the customary professional constraints associated with the office of car rental counter employee, deviating alarmingly into furious raging aggression in limited English, applied with a strong Spanish accent. When I directed him the the terms and conditions on the Auto Europe document, which states the Insurance position very clearly, Mr GoldCar, finally gave up any pretense of civility. 
'You get no car from me. Now you can walk' he shouted throwing my card back at me.

And so, around 11 pm on a Saturday Night, in Murcia Airport, which is small and not a place you expect much by way of taxi service, I was left stranded without a hire car, with a party of four including a 3 year old child, whose first question was 'Daddy, why did that man shout at you.'

The start of our one week holiday in Spain was effectively ruined from that point.

Upon my return one week later I contacted Auto Europe with details of my complaint. Some correspondence flowed - an offer of Fifty Pounds by way of compensation, which I declined, and then the MD of Auto Europe mailed me, this time with an accusatory tone saying he had stalked my Facebook page, despite the privacy notice governing that particular practice by uninvited stalkers, and didn't like the tone with which I had described events in Murcia. (You can read that page Here).

I made a settlement offer, following advice from the Trading Standards Institute, and when the deadline for that offer expired without  reply, on Friday 17th, I decided to proceed with my complaint. Trading Standards were extremely helpful, and after a thirty minute conference, the matter was issued as 'Unfair Business Practice' and A Reference handle created, meaning events are now underway.

In the interim I created a Facebook Page to document the correspondence and report progress. Which you can visit Here.  

My intention is to progress the Trading Standards complaint and following that outcome, claim in County Court for  damages against Auto Europe. The costs arising from the unilateral breach of contract and the miss-leading fraudulent advertisement of a product; A fully Insured rental vehicle, which turned out to be not Insured at all despite the payment being taken and the documentation of confirmation being issued. Add the that being stranded abroad in an Airport late at night with a small child. I calculated it took three days to calm down and start to enjoy the holiday. So I will pursue one third of my holiday costs, as well as the cost of the transport I had to arrange following the cancellation of the car I had booked and paid for. I expect tpo add my legal fees to the claim.

But mostly, I wish to help anyone else from being victim to Auto Europe and their fraudulent scam. They should not be allowed to get away with it and the more people who know about my experience, the less likely it will be that Auto Europe can carry on their sharp practice. 

To this end I have posted details on TripAdvisor Murcia page. 

Here's my Auto Europe review on Reviewcentre.