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4th Floor
Chobham Road
Woking
Surrey
GU21 6JD		 auriga-crown-car-hire[1].gif  aurigacrown
Alicante Airport
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I went on a short break to Alicante recently and booked a car hire through Travel Republic which used Holiday Autos. The confirmation I received from Holiday Autos clearly stated under the paragraph Fuel Conditions “ For rentals of 1 – 5 days a full to full option is available “ which suited me as I only intended to drive to Benidorm.

However, when I got to the car hire desk at aurigacrown, who are the local agents for Holiday Autos, I was told that I had to pay for a FULL tank of fuel upon collection of the vehicle and that I am supposed to bring the car back empty. Despite pointing out the conditions I had received from Holiday Autos they insisted that I fork out the money for a full tank, which cost me 65.00 Euros (about £50.00).

 

When I returned from Spain I wrote to Holiday Autos and requested a refund of 40.00 Euros as the tank was still ¾ full.

 

Holiday Autos  have confirmed  receipt of my complaint by e-mail but, at present, I am still awaiting their full response

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 When I checked my Credit Card Statement I found that a refund of £30.00 has been    made by AurigaCrown, but I still have not received a response from holiday autos.
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I just received the following e-mail from Holiday Autos:

Auriga-Crown’s fuel policy for our customers renting for five days or less is indeed that the vehicle may be brought back full for a refund of the fuel deposit.  I apologise that Auriga-Crown’s agent advised you incorrectly.

 

Auriga-Crown have now issued a refund of EUR 37 for the fuel, which will appear on your next or the following credit card statement.

 

I am sorry for the inconvenience caused on this occasion and hope that we may welcome you as a customer in the future.

 

Yours sincerely

 

 

Rob Findlow

Customer Relations Executive

On behalf of Holiday Autos European Services GmbH

This is the letter I wrote to Holiday Autos on the 23rd March 2008

Re.: Car Rental Voucher Holiday Autos ZUR6345981
I booked a car rental at Alicante Airport which was confirmed to me on the 29th February 2008 as per the above reference number.
The confirmation I received from you stated clearly that for rentals of 1 - 5 days a full to full fuel option is available and applicable.
As I only intended to drive to Benidorm this was fine and I was happy to return the car with a full tank of fuel.
When I arrived at the car rental desk of Aurigacrown, who are your agents at Alicante airport, I was told that I must pay for a full tank of fuel as my rental exceeded 3 days. I pointed out to them that it was confirmed to me that this option was not applicable unless the rental period exceeded 5 days but they were adamant and insisted that I pay for a full tank as per the enclosed copy invoice.
I was charged 65.00 Euros and when I returned the car 4 days later the tank was still 3/4 full which added an approximate amount of at least 40.00 Euros (about £32.00) to my rental charge.
I consider this charge a breach of the rental terms as I would not have booked a hire car had I been told that I had to purchase a full tank of fuel upon collection of the car.
Under the circumstances I would appreciate it if you would take up this matter with your agents and I look forward to receiving a refund of at least £30.00 (Thirty POUND) or [euros 40.00 for the charge I was not told until I arrived at the car hire desk in Alicante.