CarTrawler
Reviews and Complaints

I booked a car rental in Bratislava Slovakia for a few days via CarTrawler, based on addition to my Ryanair flight. I deposited €1000 on the day against my card, and I have not received it back since. I returned the car Monday 27th as per instructions, and I have also logged a case Wednesday 29th as I have not received any any correspondence from the company. €1000 is a lot of money and I can't believe that I have to go chasing after my own money like this.

Gentlemen,
I rented a car under reference NL [protected] and the chosen car at the moment of reservation was a 3-door Ford Fiesta or similar.
The supplier - DOLLAR - did not have the size of the car and the employee Mr Paulo, insisted to give us a Fiat 500 - that was told to be a 3-door car, AS I RENTED, and after many complaints from our part, he, unpolitely, offer us a 4-door Kia Picanto or a 4-door Toyota AYGO, saying that he was being fair and that he cannot do anything to help.
We argue that the size of the car should at least be as a Peugeot 208 (there was one unit there, 4-doors, with diesel engine, but Mr Paulo refused to attend our argument).
Also, there was a Toyota YARIS, that we believe to be of similar size, but the only one they have was an Hybrid and Automatic Transmission).
We insisted that our main concern was the size, not the extras for the car, he could give us a simple one, but the size that would attend our needs.
We were absolutely disappointed, because we choose the car by the size, not for the number of doors...
From our experience, if the supplier does not have the car that we contracted, they MUST offer a similar one or give a free upgrade, because it was not our fault.
After discussing a lot, almost loosing our temper, the attendant finally gave us the Toyota YARIS, saying that we wanted to take advantage, and saying also that it would be our FULL RESPONSIBILITY the given car.
We insisted that we contracted, thru Car Trawler, also an insurance, and that we should not need further insurance coverage.
I am writing because I am not satisfied with the personal treatment that was given at the counter, and willing to cancell ALL the future reservations made thru Car Trawler.
Disapointment is the word,
Kindly acknowledge receipt of this message, by return e-mail as below.
Regards,
Maurício Vuyk de Aquino
[protected]@gmail.com

I've got a car rental booking in Barcelona on 21 of August 2018 via https://book.cartrawler.com
Within a minite after confirming a rental money sum was charged from my credit card.
Despite message "You will receive an e-mail within 15 minutes", I did not received any voucher nor confirmations via e-mail next 24 hours.
CarTrawler Voucher Retrieval service does not "recognize" booking number or my e-mail.

Sir,
I booked a car, together with extra insurance, via your website on the Ryanair link for car hire. I attended at Dublin airport, at 09.30hrs, contacted the firm Easirent and was informed that there was no vehicle available until 12.30pm the same day. As I was returning on the same date at 17.50hrs, there was insufficient time for me to wait and as a consequence I had to seek alternative mode of transport to Dublin city, taxi.
I have contacted Ryanair and they have told me to contact you for a refund, for both car hire and extra insurance.
Nick Doran

My name is Jesus Celedon Reserve # MX996906760. I am not happy with the service this company has given me. I arrived to Guadalajara June 14, 2018, I went to MEX car rental, the location to pick up my rental, the person who I spoke to at the location confirmed that they didn't have the car I rented and at the moment they didn't have any similar car that fits my needs. They shouldn't offer a specific car or brand/model if they don't even have that kind of vehicle on site. I was traveling with my family and had large luggages and needed a trunk large enough to fit them in. They told me there was nothing they can do. That I should call car trawler. My family n I where waiting for a long time and didn't know what to do since they didn't have our rental. We had to go get a rental elsewhere. I asked for a refund and they emailed me that they would look into it. I sent them all the information needed for them to resolve my case and they took 2 months and I just heard back from them. They say i only get US$110 refunded not the whole US$245 because they had a car but not the specific brand which is false. They didn't have a car to fit my needs they told me they only had compact cars that didn't suit me. I would like ALL my money back not partial refund I went to more trouble to try to find another rental that I don't believe they should keep my money when they didn't provide any services. False advertisement!

Arriving at Heraklion to take délivre y of the rental car I booked though the website of ma voiture de location, I was denied to have the car because I am 76 year old.
When booking I was not inform of that stipulation.
Of course my family and I have been put in trouble and we did not receive any help from the desk there like a phone number to call.
I had to rent a car from another company.
From the hotel we stay I tried to send an email to Car Trawler but the mailbox is full and I am requested to try again later which I did but without success. I was requesting to reimburse me 366€.
I finally found phone number from Car Trawler in France and other countries.
No one of those number is registered .
So I write you now asking to reimburse me .
Please confirm you have received the message and that you credit me the price of the rental.
My phone is 32/[protected]. ( Belgium)
Email is : [protected]@hotmail.com
Thanks and best regards

André de Viron

The complaint has been submitted via the RYANAIR website generating the case number: [protected].
Just arrived home to find my credit card bill at £317.92 so looked through my original booking that stood at 122euro of which I had paid £67.93 as a deposit and knew that 45.21 euro was left to pay at the desk at the airport as an out of hours fee, this amount was then paid at the desk on my debit card. The lady at the rentals desk in Malaga airport also asked me for my credit card for what she said was a 1400 euro holding fee for any damage or theft to the vehicle, which I was also aware of from the original agreement. I was reminded at this point about the out of hours fee but at no point was I told or asked about the extra payments or extra insurance payments, my wife was present with me at the time and can also verify this. I only noticed these fees after just checking the receipt I was given at the time because of my excessive credit card bill, I was also given this neatly folded so didn't feel there was a need to check it at the time as I was not expecting there to be any hidden fees as they had not been mentioned to me as part of the rental agreement and instructions on how to collect the car (these extra charges can be seen on the attached document - none of these were mentioned to me). Plus it was 1am and I was travelling with my family I wanted to collect the car and continue our journey.

I have also emailed RYANAIR to ask for an appropriate address to send supporting documents as they could not be attached to the complaints form.
I have also asked for a confirmation / response to the complaint as have received no communication although the case says that I have been emailed asking for the supporting documents.
I am not sure if this is the correct procedure for pursuing this complaint - I will not attach any documents until that has been confirmed.

When I went to collect my car in Rome at Payless Carhire counter, after waiting for 2 hours, they informed me that they had no cars available. They then arranged with Avis (next door) to get me a car and assured me I wouldn't be charged twice, however Avis have now charged me for the booking on my credit card. I pre-paid for the carhire when I booked on-line on 1st February 2018 (€455.83) and now I have a payment from my credit card from Avis (Ref: E813764840) on 9th August for €364.72

I recently booked my flights an carhire via Ryanair but wen got to Dublin airport carhire said there was no booking in my name for that date .after full hour of searching they found my booking but was told car was for karkow in Poland which I haven't even heard of . They were so rude said was no cars even if I did want to rebook a car as I was then stranded at Dublin airport. My flight arrived at 7.30 am but was 3 pm before my cousin drove from Donegal to collect me .
I finally home and after speaking to someone at your office who was more than helpful he told me I had two cars on hire an infact was one at Dublin airport which is very annoying as my cousin had to make 3 hour trip to collect me please can you look at matter on this an my other booking to get a full refund as obs I only made Dublin reservation I have never heard of other destination many thanks debbie Brady

After 12 days of trying to resolve my complaint via CarTrawler website (case shows as registered but not moved to next stage "under investigation" in 12 whole days) and call centre number (I have spent 3 calls, each of 30 minutes on hold in the IVR due to "high call volumes"), I am hoping that their Cust Serv team review these sites instead.

I had booked a Transfer via Emirates Airline App (facilitated by CarTrawler) for my wife and kids at LAX so that they didnt have to try and find a large taxi or squeeze into an Uber.
The booking was for a Luxury SUV and the confirmation detailed that there would be someone with a sign in the Arrivals Hall.
When my wife and kids arrived after their 11 hour flight (15 hours travelling), there was no one to meet them. I called the number provided and was told that they do not meet inside (contrary to the confirmation) and that my wife should make her way outside and stand on the curb looking for a black Van.
Apparently the Van was too big for the car park and he was not allowed to wait curbside so he kept driving loops around the terminal, it took 20 minutes+ and $50 of international calling to unite the driver with my family.
Far from being collected safely in the terminal by the driver and transported in a luxury SUV they were left wondering around outside at 10pm at night looking for a "van" amongst hundreds of vehicles passing by.
The process of trying to deal with Cartrwaler has made the experience all the worse as it is not possible to speak to anyone and I am not getting any response on email, webchat, call or the dedicated complaints portal

My booking refference is US383325670, I got email confirmation plus notification of payment. However my car did not show up on appointments date and time. After contact call center, she suggested me to contact premier transportation provider to followup +[protected], BUT they cannot find any reservations under my name.
I contacted call center once again after waiting 30 minutes, they said I need to get taxi and will followup with my case.

This is very disappointed! How could this possibly happened? I need an explanation with full refund plus my expenses on taxi ASAP.

Thank you
Karittha
oyoyo.[protected]@gmail.com

Dear Sir/Madam.

Recently travelled to Hungary for a leisure trip with my 3 year old (3rd july-14th) I have hired a car from global through Ryanair, was similar price on jet 2 car hire and wizz air car hire. So I optioned for this company based my booking on the information provided by those reviews saying it is a good company. Unfortunately they were awful! When I when to pick car up at the handover desk was lack of information such as no spare tire was in car and I could pay for one if I wanted to, which turned out later, but was not pointed out when I made the booking. As they offered everything else from child seat to snow kit but spare tyre. Which I found also alarming but never bothered the company gave me the car not global but buchbinder and then it had German registration. Was not happy about it at all. Nobody went through some basic information about the insurance I had but wanted to sell me a another one.noone came out to meet me at the car a to talk me through how the car works and I am I ok left hand driving especially with a toddler or what do you do in emergency where is your kit and what you need to do on Hungarian territory what ate the speed limits etc. Then I drove off when again noticed something but not bothered that the car meant to be full tank but was under line one just leaving Liszt Ferenc airport. The story gets interesting when on the Monday the 9th July after a day trip the engine light came up. When I rang/emailed them I have been ensured that is for the 30000km service. Not sure why it has not been done before the car was passed over to me. After I have been ensured all is fine went for another day trip on Tuesday the 10th, great day so we only left around 7pm to home however shortly after I realised something is not going right so I stopped and the front right tyre was completely flat. My battery was on a die so I rang the customer service at the desk straight away no one picked up after 3 calls there tried the mobile number which worked, however the lady explained she cannot do much now try to pump tyre up get on the next place we can get a tyre (7:30!pm). I gave her my exact location but she has not done nothing. Apparently she tried to ring me not sure why she not left a voicemail so when my phone got charged up could have been re-assured. So I was left in the middle if the hills with a 3 year old with no money, no breakdown cover, no food luckily we had plenty of water and petrol in the car. We had to pull over when the tyre completely split in half nowhere near the town we should got to what I could do to ringtheir emergency line as no one answered the Hungarian lines even though knowing a child is on the road and a pregnant woman. I was so scared for my little one and myself how we will get home. Anyway tried the emergency number where it took me the 5th person to understand me. They could not help me as by then my location was not sure as I moved on and did had no data left to check on Google map myself. Luckily people passing by got me help and got me some telephone numbers to ring up for break down help. I managed to phone one who was very rude and demanded unreasonable amount for help. Then said either I pay if you live in england or you can stuck with no help he rather have another drink. I am glad he could not help as he clearly had a drink, however the threat made me feel extremely vulnerable. What if...?! Then I tried the other number given to me that guy was very helpful and sorted someone who was willing to change my tyre. That was passed 11pm. 4 hours passed since I asked help from my car hire people. 2 hours passed since I spoke to the German helpdesk. Then someone rang me at 11:40 ish from the Hungarian site asking for my location and offering to look for some breakdown cover...and they would take me to a dealership where next morning they can change my tyre. She was very unimpressed that I have been left hanging for hours with a little one. Said why I did not pay for a tyre? I said no one mentioned to me. Then asked what will I do til the morning, then she said that is not her concern. That point I thanked her help and said ring back in the morning. I was furious! In her concern a good year tyre was more important than 2 people's life. Careless in my view. The rescue took me in meantime to the tyre place where it turned out the actual wheel was damaged had to pay out 120 all together with no money I had to ask friends to transfer the money. Ended up getting home sick and worried by 2:30am.then rang me at 8am ish how the car is? Well it is fine had a working tyre on, but I was in bits. The shock I had to go through overnight, the helpfulness of the company. My next day was wasted to. This experience ruined the rest if my holiday. I was worried driving the car, so did not go far. I definitely missed out on the rest of my next 5 days. When I returned the car someone was there and wanted to check the car over with me very eagerly. I said if you not given me the car with same cortousness how come is now? They just wanted to spot everything wrong so they can charge me. They said tank was not full, took a picture. Then said tyre was no good, I explained I had an accident but I did not put good year tyre back on. The dealership not had one, but it had full working tyre on with same requirements. They charged me another £158.00 . On the top of what I already had to pay out. (120) plus the car rental if £200.00 was my most expensive car hire ever. Then they sent the bill in German when asked for englush or Hungarian copy reply was I can pay for one €60 plus 17% airport fee! What kind of joke is that? So I don't have a clear understanding what was the money for?! Still.dont know, apart the €48 handling charge which they offered to return to.me but still not done. The tyre cost in their view €60 odd pounds and if you change 1 you need to change 2?! Why I am reliable for that? I provided the car back with full working tyre. They had records of my troubles. Still handled me as a dirt. I must say even though you take out their insurance covering tyres etc it does not give you breakdown cover! You still have to go through this misery! And wanted to say when the lady said I can pay for a spare tyre they would have charged me for 2 as the spate tyre replacement and another tyre? This company should not exist. I read all other rewiews after my incident. I wish he er booked through the airlines as those ratings are false. I am taking my claim further to the airlines.as this company should not make so much out vulnerable people who want to have relaxing time after years of hard work. Making the time their bitter and r7nning their company incompetent. Looking forward to your kind reply!

Dear Cartrawler, I booked my hire car through Ryanair and paid by credit card.I filled in everything as required adding my age (75 years), when I received my documents it clearly states SENIOR DRIVER fee included.The booking number was ES965985880 with Centauro car hire .When I went to pick the car up they said I had to pay another 70 Euro's for the senior citizen, I pointed out to them and showed them my confirmation letter stating the senior driver was included in the price.They refused to accept this and stated that when the car is booked through a broker they do not get that fee and it was down to me to get in touch with who I booked it through for a refund, as you can imagine this was not a good start to our holiday.Also the car never had a full tank of petrol as stated so I was told to only fill up 70% when I return, have you ever tried putting in 70% of petrol while heading back to the airport.
Hope you can help thanks Alan Hobbs

I reserved by dégrif auto a fiât 500 at the airport of palermo my n'aime is nadine millet for 88.10 € from the 3 of july to the 8 th
Agença 02553-05 cartrawler contrato [protected] targa fn 338xy gruppo noleggio cc gruppo tariffa cc
Tarifa 2 « airport orange blue »

Arriving at the desk of gold car which was the point to get the car.
The firts point was that gold car never hard in his park fiât 500.
So it was already a lie of 5he location contrac ; so I had no choice to take a c3 citroen.
After the sailor at the gold car desk was a professionnal lyer scaring me by saying that gold car will not cover the franchise
As it was sicily. at 6 pm I hard no time to phone and check and of course there was people waiting alter me.
At m'y retourn in france I phone visa and the y talled me that sicily was absolutly covered as all country exceptionnel some live russia..
I sayed that in porto in autum I was perfectly covered by my gold card but the answer : that a lot of véhicule were stolled in sicily.
So I have ben abused and scared and signed this abusive garantie for 134.95 € that do not definitivly need.
I clame for being rifunded of the abusive insurance.
I was served by ivano. I stell have the contract and can produced it.
I hope that you will registred and answer favorably at my complain of the theves which are specially employee in italian society.
Nadine millet.

On June 30th I hired a van for my trip in Dublin that had to take place from July 20 to July 27. I was directed to Sixt (FLIZZR) at that Dublin airport and I got my van. The first night the exterior rear mirror was broken and I came back to Sixtz to get it fixed or change the van. The employee there told me that as I could not drive with the broken mirror and they could not give me another van as their policy does not allow to change the car the first day. He told me that I should complain and have my money back.Therefore I could not have any car for that week and this is why I am complaining to have my money back. My email address is Chente.[protected]@hotmail.com.
Thanks. Vicente.

TO WHOM IT MAY CONCERN

I received the information below by email 27/07/2008 after booking transfer via Emirates website and paying by Visa

** Email Subject: Booking Confirmation For Your Transfer - AU383755470
"Dear George Pantahos,
Thank you for booking your transfer with Cartrawler, in association with Emirates.
Your booking reference number is: AU383755470.
Transfer Details
Pick-up location: Adelaide - Airport (ADL)
Pick-up time: 20:30 Friday, July 27, 2018
Drop-off location: [removed] [removed] Australia "**

The Voucher attached to the email included the additional information as follows:

**Customer reference AU383755470
Provider Reference Number 74228
Directions
Your driver will be waiting for you, with your name on a board, at the following meeting point: INTERNATIONAL ARRIVALS: customs exit. Your price includes 60 minutes of waiting time, from your flight arrival. DOMESTIC ARRIVALS: main terminal at ground floor escalators . Your price includes 60 minutes of waiting time, from your flight arrival. If you do not find your driver or experience an unexpected delay, please contact the local supplier IMMEDIATELY on the following number +[protected] for assistance.

Adelaide - Airport (ADL)
to [removed] [removed] Australia
27 Jul 20:30
Blue Ribbon Limousines
Provider:  +[protected]

Flight number Ek440

*** End of information per email received***

On arrival at Adelaide Airport there was no car waiting for us. I went to the Emirates counter and they called the number and was told by Jacquie at Blue Ribbon Limousines that they had no record of this booking. I also spoke to Daniel the owner of the Blue Ribbon and said that they do not deal with Emirates or cartrawler. I asked how it is that Blue Ribbon appears on the voucher and booking confirmation and how do I get my money back? he could not answer that.
Today I rang Emirates for some answers and they also washed their hands of this incident.

So what kind of organisation is cartrawler putting customers like me in this predicament?

After 20 hours of flying I spent over 1 hour in the airport trying to find the transfer (that didn't exist) then ultimately had to line up with my family in the cold for a taxi.

I expect a full refund plus compensation and an explanation of how this occurred.

I can be contacted on [protected] during office hours.

If you provide your email address I can forward you the booking confirmation emails that I received.

This is an appalling state of affairs and I will be making it known to the regulatory authorities

George Pantahos

I have emailed both AVIS and Cartrawler on numerous occasions to try to resolve this issue.

"Cartrawler please advise.

We have just returned from a wonderful trip to Italy with a very nice car hired from AVIS Cagliari, Sardinia. We are under the impression that the airport pickup fee is included in the total price as per your email to us, but the invoice reflects an airport surcharge of Euro 62.66 plus VAT of 22%, a total of Euro 80.84 extra.

Kindly arrange for a refund to be credited to my cc.

Many thanks

Brian Down
[protected]"

Your car hire voucher -- IT976881960
Confirmation no. 20132460UE5

I am unable to upload the copy of the invoice or the quote from Cartrawler, but if you type this link into the browser, the invoice should show.

To download your fiscal document press the following link (AVIS invoice link)(https://www.autonoleggidemontis.it/scarica-fattura/),
- enter the number of Rental Agreement or Reservation Number (including all dashes),
- and at least one of the three following fields: first name, last name, social security number (fiscal code for a person) or Value Added Tax Number (V.A.T. for a legal entity).

Once you have done an initial assessment, please email me and I can send the documents and copies of the email requests.

Many thanks

Brian

Good morning,
US377900430
I booked a car transportation to airport from Emirtes app and it shows me that i booked a car with 5 passengers max - 10 luggage max and that what i wanted, the driver came in a superban Chevrolet and he was complaining about how I reserved a car and he was so rude and shouted at me becuse the i didnt book a VAN, and he told me that i have 8 luggage but some of them told me to put on my lab or he will leave, in the end whe entered the car and went late to the airport and he was exhaling hard and talking to a phone with a hard voice, i demand a refund to my payment i paid 150 USD and i want it back please
Thank you
Feras
Contact number : ‭‭+[protected]‬‬

Boekingsnummer: NL369213030
Bevestigingsnummer CTR-[protected]
Rotterdam The Hague Airport, july 8, 2018 12:15
leverancier Greenmotion

complaint 1:
there was no representative of Greenmotion at the airport, therefore there i did not got any car from Greenmotion. I had to hire a car elsewhere.
So please return my paiment.

complaint 2:
the mailbox of Car Trawler is full for more than a week, all my mails failed.

Steef van den Braak
Spain
+34 [protected]

To whom it may concern,
Booking ref:IT365113550

I had a car reservation and insurance for 7-13 July at Centauro car rental in Milan Bergamo Airport purchased through Ryanair website. As I arrived at Centauro office I provided all documents and a bank card for car deposit. Unfortunately my bank card was not accepted by the car rental, stating it is debit but not credit. The person at the desk said it is impossible to use this card, although 4 months ago I rented a car through your portal and used the same card for depositing funds - reservation id:BG888586520. Same person asked me to contact CarTrawler in order to cancel or modify the reservation and the insurance, stating he could not modify or delete it by himself. The person travelling with me had a credit card at hand which was acceptable by the the agent so I called the hotline +[protected] at 15:55 asking to modify or delete the reservation and the insurance before it started. Even though is was not yet 16:00 I was informed that the reservation could not be modified or cancelled because it had already started.

I was told I will receive a mail so I could request partial compensation or at least be assured that the agency is aware on some level that the car is not and never was in my possession. However, the booking status remained successful and I received no notification email while someone else could have driven/used/damaged the car on my behalf.

Please send me an email confirming the real status of the situation because I would like to apply at least for partial compensation. As you can see, I was at the car rental office before the reservation started and I called the support hotline before the reservation started (phone number +[protected] 7.July 15:55 CET- or feel free to check your logs as well)
Best Regards
Dimitr