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Spain’s car hire desks look similar, but they aren’t always the same. Credit: IJzendoorn via Canva.com, Getty Images Pro
You have just landed on Spanish soil with your suitcase and a dream of driving along the coast or up winding mountain roads. There’s a growing group of travellers who are less confident about driving after getting out of the car. Spain’s consumer organisation, OCU, has formally denounced five of the country’s biggest car hire companies—Goldcar, Centauro, Hertz, Europcar and Sixt — for a string of allegedly abusive practices.
From contracts full of fine-print tricks to hidden fees, unclear insurance choices and contracts that include hidden charges, the watchdog claims the biggest names in the business are consistently shortchanging customers.
Welcome surprise you never asked for
Spain’s Organización de Consumidores y Usuarios (OCU) filed formal complaints with consumer protection authorities regarding what it describes as abusive clauses, as well as misleading practices from some of Europe’s most popular car hire companies.
The companies listed are Goldcar, Centauro Hertz Europcar and Sixt.
What OCU flagged
- Insurance trap Many of these companies will present optional coverages as mandatory. You can also check the insurance add-ons when booking online. Travellers often think that insurance is included in the price until they receive their final bill. Goldcar and Centauro have been accused of pressuring their customers to purchase extra insurance by claiming that the standard coverage was inadequate.
- Fuel policy confusionSome branches continue to practice the notorious policy of full-to empty, in which drivers are required to pay for a full fuel tank up front at exorbitant prices. Any fuel not used is not refunded.
- Opaque final pricingThe OCU points out that, although the base price advertised appears to be competitive, many of the fees are not revealed until the book has been completed, or even worse, once you have arrived at the desk. Europcar and Hertz The following highlights are highlighted for Post-booking charges The items were not clearly listed upfront.
- Pre-authorised charges: OCU says that some claims involving security deposits and even pre-holds are not explained fully. Sixt is facing complaints from travelers about unclear deposit conditions. This is especially true for foreign license holders.
- Contract opacity: It was illegal for travelers to review the contract in full until minutes before accepting keys. Important clauses, such as the damage liability and late return penalties were buried deep within the fine print. This tactic is common in Spain, particularly when you are informed of it by the person handing you the keys after you pay for them.
Are you planning to rent a car this summer in Spain?
OCU has flagged companies that are in line with the opinions of many travellers who have posted on forums, reviewed products, or even shared their experiences via social media. A little oversight could save you from a nasty surprise after your holiday if you plan to rent a vehicle in Spain.
Take screenshots from your original quote through to the selected insurance package and record what you clicked. There have been several instances where people were charged for additional services they didn’t add.
You can view the entire contract and sign it digitally before you arrive at the firm. Take advantage of this option. It will give you more time to read the book without being rushed.
Be sure to read the deposit conditions. Especially in Spain, if you’re using a debit card or a non-EU credit card, some of these firms can freeze upwards of €500 to €1500 if you refuse their insurance, and it’s not always obvious right before payment.
Ask directly about fuel policy and returns, because ‘full to empty’ often means paying for overpriced Fuel and losing the remainder. It’s better to return the fuel in its original condition, but only after you have agreed on it.
What are the rights of travellers?
The majority of people don’t know that they are covered by the EU when renting a vehicle, particularly when booking through an agent or online. It doesn’t necessarily mean that companies pay fairly. In Spain, this oversight is often too late.
- Regulation 2011/83 requires that all mandatory fees be displayed before booking is confirmed. This includes administrative charges, insurance and location surcharges. You can cancel the booking or dispute if you find that the total cost has increased significantly.
- You have the right to refuse if you do not want extra insurance.
- Every EU country has an official alternative dispute resolution body, and in Spain, it’s typically managed through the Oficina Municipal de Información al Consumidor.
- The European Car Rental Conciliation Service (ECRCS)This program will help to resolve disputes involving brands such as Hertz Europcar Sixt and others. It is usually faster and cheaper than going to court.
The OCU called for three immediate changes: first, mandatory contracts that are clear in advance; second, full price breakdowns upfront; and third, stronger enforcement of the law during summer months.
As of now, the case is being handled by Spain Dirección General de ConsumoThe industry could be subject to mandatory reforms and sanctions. Travellers must remain vigilant until that time, as renting a car should not feel like walking into a legal quagmire.
