Mijn Klacht:
About a year ago we bought a house in Toscany. We fly there as often as we can with friends and family and always rent a car. Our youngest daughter and her boyfriend went to our house together for the first time last September. They rented a car all as cheap as possible because they are on a budget. They rented the car through Ryanair and listed her boyfriend as the driver because he gets real carsick unless he drives. On the conformation from RyanAir it stated that the person on the creditcard should be the same as the driver. I do not deny that, but than it got a bit strange, my daughter received a conformation from Autovia asking for a creditcard (she made the reservation) and she gave hers because her boyfriend does not have a creditcard. Autovia accepted her payment and creditcard on her name so she assumed it was ok. Then they came to pick up the car at Pisa airport and everything went very wrong. Unfortunately they had the most unfriendly and unwillingly to help customers person. He did not accept her creditcard because she was not the driver. My daughter and her boy friend tried to make her the main driver, tried to add her as the second driver, tried to annul the car and rented a new one but the only answer the got was no. It took her boyfriend one and a half hour on the phone to get the car annulled but at the end the succeeded thans to the help of a nice person. But that did not solve their problem because they had to rent a new car and although they received the same car they already reserved only instead of 190 euros they had to pay 460 euros. Now I get why you ideally want the same person as the driver as well as on the creditcard, you don’t want a stolen creditcard or trouble with the insurance. But in these modern times when people travel in all kinds of ways it is really strange. Especially because they were both there they could identify themselves, they could prove they live at the same address and legally there is no problem because she accepted the terms. In addition to this there were 5 more couples at the airport at the same time with the same troubles and disproportional extra cost. So it looks a bit like a way to make a lot of money instead of being helpful and kind to your customers. So now I have 3 questions – Why did Autovia accept my daughter’s payment because they knew at that time she was not the main driver. In my opinion they should have declined her card and ask for her boyfriend’s card. By accepting her payment the accepted the situation. – Why not change the conditions that if you are both at the airport (creditcard owner and driver) it is accepted because there is no legal reason not to in Europe. Other countries accept this. – Can you do something for them because I think if you rent out a new car which is the same car you already have reserved for them and refuse to help them in any way that the difference in rental fee is not proportional .
eerst ingediend bij Ryan air en niets mee gedaan ondanks dat ze wel de betaling regelen maar service moet volgens hen via Italie daarna klacht ingediend bij ODR en daarop hebben ze niets eens het fatsoen gehad te reageren.
Gewenste Oplossing:
extra kosten vergoed en aanpassing site zodat het niet langer kan dat je wel de melding in de kleine lettertjes krijgt dat de namen overeen moeten komen (ondanks dat de je samen reist en de 1 een creditcard heeft en de ander de bestuurder is) maar dat ze daarna wel je boeking accepteren (terwijl het dus volgens hen niet klopt) en vervolgens ook nog je creditcard afschrijven en geen melding doen maar je er in Italie achter komt de je geen auto mee krijgt.
(10)
