Other Car Rental Programs/Partners (ie. Alamo, Enterprise, Sixt) - Europcar (Australia) - car reserved not available

Had an internet booking (confirmed reservation guaranteed by credit card) for a full-size car (eg Holden Commodore, Toyota Aurion, Ford Falcon) with Europcar last month from Airlie Beach Queensland.

When we got there, guess what? No full-size car. "You can have a car two sizes smaller - a Hyundai Elantra". No offer of a larger one, which is what I would normally expect. The full-size was critical for us because we had 4 cases, plus carry-ons.

I guess you can't insist on being given a car if they don't actually have it, but what are the renter's rights to compensation/assistance in that situation?

In the end we cancelled the booking and went down the road to Avis, who fortunately did have a large enough car. In this case we got lucky, but I don't see it as fair to renters that they can guarantee a booking for a particular size car then renege.

Had an internet booking (confirmed reservation guaranteed by credit card) for a full-size car (eg Holden Commodore, Toyota Aurion, Ford Falcon) with Europcar last month from Airlie Beach Queensland.

When we got there, guess what? No full-size car. "You can have a car two sizes smaller - a Hyundai Elantra". No offer of a larger one, which is what I would normally expect. The full-size was critical for us because we had 4 cases, plus carry-ons.

I guess you can't insist on being given a car if they don't actually have it, but what are the renter's rights to compensation/assistance in that situation?

In the end we cancelled the booking and went down the road to Avis, who fortunately did have a large enough car. In this case we got lucky, but I don't see it as fair to renters that they can guarantee a booking for a particular size car then renege.

If you had guaranteed the rental with your credit card (as you did) and they couldnt proivde you the size of car you booked, they would be required to pay you difference in rate if you had to go to a competitor and their rate was higher. Beyond that, I dont think there is much you could do. It wouldnt hurt to call their customer serivce line and explain what happened. You may get a voucher for a free days(s) for the inconvenience.

On Wednesday 15 April this year I had a booking with you (a confirmed reservation guaranteed by my credit card) for a full-size car from Airlie Beach, Queensland.

When I arrived at the rental location, at the arranged time stated in the booking, the agent said there were no full-size cars available, and said "You can have a car two sizes smaller - a Hyundai Elantra or similar". No offer of a larger size car, which is what I would normally expect in a location that was out of a particular class of car. The full-size was critical for us because we had four cases, plus carry-ons.

Your reneging on a confirmed booking was highly inconvenient and stressful for us. In the end I had to cancel the booking and rent a large vehicle (RAV4 was all they had available) from Avis at Airlie Beach.

The cost quoted by Europcar was $498.01
The cost from Avis was $538.84

Due to your failure to honour a confirmed booking I was therefore out of pocket by $40.83. I am also claiming punitive damages of $100.00 for the time wasted and stress.

I am therefore seeking payment from you in compensation for a total of $140.83.

Yours sincerely