Subject: Car rental market
There is a severe lack of transparency in the rules relating to the car rental market in the EU. In January 2017, the Commission announced that it would closely monitor this market.
Could the Commission indicate what it will do to improve the protection of consumer rights and put an end to further malpractices?
When might such an initiative be forthcoming?
Answer given by Ms Jourová on behalf of the European Commission
(14 February 2019)
In January 2017, the five major car rental companies committed to pricing transparency and clearer terms and conditions, including clarity on insurance and waiver policies and tank refuelling options, and more fairness when handling alleged instances of damage to vehicles. The Commission promised that it would monitor the market to ensure that these commitments were respected.
The Commission however noticed that the number of complaints on car rental issues was rising again and, after analysing the complaints, informed national consumer authorities. The Commission is encouraging national authorities to follow up on all the complaints they receive as they are responsible for the enforcement of consumer laws. The fact that many different players are active in this market complicates enforcement: not only car rental companies, but also franchisees and intermediaries offer car rental to consumers. All should inform the consumer in a clear way on the issues mentioned above. The Commission is monitoring the actions national authorities are taking and facilitates sharing knowledge and best practises. The Commission can assure the Honourable Member that they continue to address this problem with the European network of consumer authorities.
To enable these authorities to perform their work, it is important that consumers, who encounter problems with their rental car, file a complaint with the competent authority in their country. For consumers renting cars abroad, they can turn to the European Consumer Centre in their own country for free-of-charge assistance.