When it comes to cross-border complaints, try, try again
Thursday July 16 2009
Q Emer contacted Smart Consumer about a car rental experience that went very wrong.
She paid for a rental car online and her confirmation email stipulated that she produce the card she had used for payment when picking up the car.
On June 14 after a long journey and an early start, Emer arrived at a French airport and produced her laser card which is what she had used for payment. It was refused. Emer had no credit card with her and this is what the rental company wanted in order to get a security against possible damage. She then offered to pay cash for insurance on the car but this was also refused.
Emer writes "so there I was with two exhausted children and myself in tears. He would not give me the rental car that I already had paid €308 for. I had to get a taxi to our campsite some 65 miles away and pay €250 for the service and likewise on my return journey.
"Is the car-rental company justified in refusing to refund €308 paid by me for rental car?"
A What a terrible start to your holiday Emer, and I really think this should be resolved in your favour.
You had a confirmed booking and had paid the amount requested so it seems both unusual and unfair that you were not given the car. You should be given a refund for the €308 paid, given you did not receive the service you had paid for.
It seems that you have contacted the company and that they already have refused a refund so I suggest you contact the European Consumer Centre Ireland as they can assist with cross-border complaints such as this one. You can contact them at info@eccireland.ie.
Q Ciara in Dublin got in touch with Smart Consumer about two very different experiences she had when voicing her opinion in restaurants.
The first was in a cafe. Ciara was hungry, it was late afternoon and she ordered a sandwich. She says: "It was limp, a little crusty from lying around all day and it wasn't good at all but I was hungry so managed half of it. When I went up to pay, as I handed over my money, I told the waiter that the sandwich wasn't fresh and that I only ate half of it because I was so hungry. He was apologetic and gave me back my money."
The second incident happened in a restaurant in Dublin. Ciara says the service was not good so when it came to paying she decided not to leave a tip. In her opinion one wasn't deserved. She wanted to explain this decision though so she brought her bill and the money to the manager and explained she wasn't leaving a tip because of bad service. She was shocked when the manager's response was simply to shrug his shoulders!
A Well done to Ciara for speaking up when food or service in cafes or restaurants wasn't up to standard.
So often we complain to our friends about a bad meal rather than to the restaurant itself. Even if sometimes they don't appear to care, as in Ciara's second experience, Smart Consumer believes it is always worth speaking up if you have a valid reason to do so.
The majority of restaurants and cafes want to hear your opinion so that they can improve their service.
They want happy customers who will come back and who will spread the word, so it is in their interest to listen to you.
In the end it will benefit you too because if they do make changes and improve, you'll enjoy the restaurant that much more.
