| Complainant: |
Mr R Cload |
| Town/City
of Residence: |
Sidmouth |
On 24th September 2001 I booked
and paid for a flight to Nice with EasyJet and at the same time
booked and paid £35.00 for one of their hire cars (Easyrentacar).
The short holiday was from Tuesday 20th November to Friday 23rd
November 2001.
I arrived to collect the car but there was a problem with Easyrentacar's
computers which a telephone call to their head office in London
was unable to resolve.
I was unable to have the hire car 20/11 and was asked to return
the following day 21/11. This caused serious problems for my wife
and I as we were due to meet friends and travel along the coast
that evening. Our friends coundn't wait and left and we had no
option but to book into a hotel opposite the airport.
The following morning I went to the company's hire office but
they were still unable to find our booking and 'London' said that
we would have to re-book and pay again - now £47.25 and
it would all be sorted out on our return to the UK. The holiday
was now spoilt so we returned the hire car the following day.
We eventually left around 12noon on 21/11, 19 hours after our
original arrival.
On returning home, I waited for Easyrentacar to settle matters
i.e. refund the second payment of £47.25 plus compensation
because they were unable to fulfill their side of the contract
on 20/11.
After waiting 10 days I used their on-line Customer Help facility
with a request to speak to someone. I did not want use their Premium
Rate line to sort out what was their problem.
On 6/12 they advised that they had credited £12.25 and
requested bank statements to prove payment of the original £35.00
now described as 'Vanished' and later described as a 'Phantom
Booking!! before they would refund. I felt this to be totally
unreasonable so I faxed a copy of their own original confirmation
form showing the debit by return. On 31/12, they confirmed that
they had credited the original £35.00(without bank statements!!)
and when I again asked for compensation, a Nick Richbell responded
on 9/1/02 by saying:-
" ...Furthermore, from time to time,
we accept that there may be technical
problems, however on this occasion we
believe that we have done everything
possible to rectify the situation to
ensure that you have not suffered
financially"
They have now closed the file which shows as 'unresolved' and
there is no way that I can now contact them via their Customer
Help on-line which is the only way they will respond.
This is a most sad way for a business owned by Stelios Haji-Ionnou
to conduct their affairs. Easyrentacar are obviously unaware that
one disgruntled customer on average tells twelve others of their
experiences.
If you wish to gain access to Easyrentacar's site to check 'My
Account' I would be happy to let you have the password etc.
Link to other easyrentacar complaints: Link1
; Link2
A Right of Reply letter has been issued and we invite visitor comments
on this submission.
update on 4 February 2002
Please read the Right of Reply column for
easyrentacar's response.
7 February 2002
Dear Sir, Ref. Easyrentacar’s response of
4th February. Yes, they did refund my SECOND payment (after pressure
on my part!!) but they do not seem to recognise that my claim is
nothing to do with the refund for the double payment that I had
no option but to pay if I was ever going to collect the hire car.
My claim is for compensation because they were unable to fulfil
their contract to supply a hire car when they agreed.
The car was eventually supplied a day late thus spoiling our short
3 day holiday, and it is for this reason, and this reason only,
that I am looking to Easyrentacar for compensation. Yes, I do understand
that they had computer problems at the time but they were, as they
say, their problems and not mine. I do wonder how Easyrentacar would
have responded if I had not been able to fulfil my side of the contract
because of problems with my own computer. One can only wonder!!
Yours faithfully,Rae
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