A covert investigation conducted by Which? has caught car hire companies attempting to rip people off by encouraging them to buy unneccessary insurance. The investigation, which focused on popular holiday destinations in Spain , revealed widespread issues that travellers face when hiring cars , with a significant number of consumers feeling pressured and misled. According to Which?’s recent survey, 89 per cent of travellers reported concerns about being exploited when hiring cars on holiday.
Of the people questioned, 17 per cent felt under considerable pressure to buy additional car insurance at the rental desk, even when they already had adequate coverage. To analyse the results of the survey further, Which? deployed undercover investigators to Spain’s Alicante and Malaga airports, targeting firms like Goldcar, Dollar, and OK Mobility, which had garnered numerous complaints. The undercover investigators, posing as customers, captured a range of high-pressure sales tactics on camera.
These included making misleading statements about existing insurance coverage and exaggerating potential liability costs. In one case, an advisor was caught on camera telling a customer they could be charged €760 for a minor scratch if they did not purchase extra insurance. In Europe, basic insurance, known as Collision Damage Waiver (CDW), is included in the rental price.
However, the excess payable can be substantial. To manage this risk, Which? recommends travellers buy an Excess Reimbur.