Sure, a delayed flight can be frustrating. But when it sets off a chain reaction that leaves you stranded because your car rental company ran out of cars and then battling a corporate giant for a refund — well, that’s enough to make your head explode.
But it’s the question at the heart of Jorge Caso’s experience with Booking.com. Caso’s case is a cautionary tale that highlights the importance of understanding your rights as a consumer, and also serves as yet another reminder of the importance of getting everything in writing.
His problem brings to light several important questions:
- Can a car rental agency hold you responsible for a flight delay?
- What are your rights when a rental car company is out of cars?
- How can you navigate a system that often seems designed to make refunds almost impossible?
Navigating the often treacherous terrain of travel bookings demands vigilance, an understanding of your rights, and, as Jorge Caso discovered, a healthy dose of persistence.
A car rental that was anything but seamless
Caso reserved a rental car through Booking.com in Atlanta. He paid $65 — a portion of the total rental fee — expecting a seamless pickup when he arrived.
It was anything but seamless.
His inbound flight from New Orleans was delayed by about an hour, pushing his arrival at the Hertz counter in Atlanta into the late evening. By then, a long line snaked its way through the rental car area, and agents were delivering unwelcome news to weary travelers: They had run out of cars.
“Multiple times we were told we should expect a two to three-hour wait with no guarantee we would ever get a car,” he recalls. “Booking.com told me they would call the rental place to confirm there were no cars and I would then get a refund.”
But in the end, Booking.com refused to issue a refund, claiming Caso had arrived at the counter late. Booking.com told him its policy is that getting to the counter on time is the customer’s responsibility and that cars could be rented to other customers if they’re late.
Never mind the fact that the Hertz location didn’t have any cars to offer. No, Caso was trapped in a Kafkaesque loop of corporate policy that seemed to disregard the fundamental problem – the service he paid for wasn’t rendered.
“I wound up having to rent a car at a different company for double what I had originally reserved,” he says. “And Booking.com has kept my $65.”
Can a car rental agency hold you responsible for a flight delay?
Unfortunately, a car rental company can hold you responsible for missing your check-in time. And so can an online travel agency like Booking.com.
That’s particularly true in cases where prepaid reservations were made through third-party booking sites, which often offer lower rates by taking on the risk of availability.
One way car rental companies get around this problem is by asking for your flight information when you make a reservation. That way, it can track your flight and will know when you are going to be late. It’s unclear if Hertz had Caso’s flight information.
But this was a slightly different problem. Hertz acknowledged the lack of vehicles and gave Caso an estimated wait time, so technically it didn’t refuse him a car.
Caso had asked if he could get his money back, and Booking.com had indicated he might. So he rented elsewhere and filed a claim — which was ultimately denied.
This was more of a crossed-wire case than anything else. But that doesn’t mean Booking.com is off the hook.
What are your rights when a rental car company runs out of cars?
When you arrive at the rental car counter, only to find they’re out of cars, it can be the start of a real travel nightmare. But don’t panic. Understanding your rights can help you navigate this frustrating situation.
Car companies are obligated to honor your reservation under their contract. If they run out of cars, they must take responsibility and help you find a car — even if it’s from a competitor.
But you can avoid a situation like this.
Steer clear of busy times. The day before a major holiday, or Friday afternoon at a popular leisure destination are always busy, and car rental companies routinely run out of vehicles. Avoid these times.
Confirm your car. Always confirm your reservation a day before your pickup. Bring your confirmation with you; having proof of your booking can help if issues arise. Yes, I’m talking about an old-fashioned printout.
Don’t be late. Try to check in as close to your reservation time as possible. If you’re late, the company might give away your car, thinking you’re a no-show.
Have a plan B. It’s wise to have alternatives ready in case your flight is late. Whether it’s renting from another company, using public transport, or ride-sharing, knowing your options can save you stress.
If a car rental representative tells you that there are no more vehicles — or tries to upsell you into a bigger car — remember that you have rights. A car rental company must find you a vehicle, even if it means paying for a car from a competitor.
That’s a standard operating procedure across the car rental industry.
How can you navigate a system that often seems designed to discourage refunds?
No question about it: The system is designed to punish you for something you can’t control, like a late flight, and leave you with nothing.
Booking.com should have advocated for its customer. Instead, it told Caso to file a claim, only to deny it.
Is there a way around the system?
Yes, there is.
You need a solid paper trail, which Caso had. Instead of calling Booking.com, he put everything in writing — a smart strategy.
Next, you can appeal your case to someone higher up at Booking.com. We publish the names, numbers and email addresses of the Booking.com executives on this site.
A brief, polite email to one of the top customer service execs may be able to uncross the wires and get a rental car problem fixed.
And, of course, there’s our advocacy team — although you could also file a credit card dispute for the missing $65. (Here’s my complete guide to credit card disputes.)
Most importantly, you’ll want to be persistent. Companies design intricate systems — systems Kafka would find inspiring — to wear you down. Don’t give up.
To his credit, Caso didn’t give up. He kept the pressure on Booking.com, and my team contacted the company on his behalf.
A Booking.com representative responded quickly.
“We are sorry to hear about the customer’s experience,” she told me. “Upon reviewing the details, we can confirm the customer has already been refunded in full.”
Really? Before I asked? I checked with Caso and he verified that shortly after I got involved, Booking.com refunded his $65, “No doubt because of your involvement.”
