Sixt not refunding cancelations even with travel restrictions

15
Posted 23rd Mar
More of an anti-deal



Sixt have confirmed that in these trying times they will not refund money for cancelations instead they will charge the first 3 days rental, this can be over £300. They have offered vouchers instead. Lots of people are complaining because they have cancelled travel plans following government guidance.


Please make this as cold as possible.
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How does the indicated cancellation policy differ from the terms accepted by the hirer at time of booking?
Hopefully one used a credit card to pay for the car hire in the first place...
m5rcc23/03/2020 18:44

Hopefully one used a credit card to pay for the car hire in the first …Hopefully one used a credit card to pay for the car hire in the first place...


If referring to S75 protection, the credit card co would only offer same refund terms as the merchant, which is:

" 3.5 ...the first three days are non-refundable and the remaining Rental Fees will be refunded to you..."

lifted from 10 Feb 2020 t&c at archive web.archive.org/web…pdf
AndyRoyd23/03/2020 19:05

If referring to S75 protection, the credit card co would only offer same …If referring to S75 protection, the credit card co would only offer same refund terms as the merchant, which is:" 3.5 ...the first three days are non-refundable and the remaining Rental Fees will be refunded to you..."lifted from 10 Feb 2020 t&c at archive https://web.archive.org/web/20200323185156/https://www.sixt.co.uk/fileadmin/sys/agb/sixt_GB_en.pdf


You wouldn't cite that to the credit card provider though...
m5rcc23/03/2020 19:49

You wouldn't cite that to the credit card provider though...


Correct. The credit card co would quote that term to the claimant.
The reality is that no travel services provider has the bank balance to make refunds. And frankly, no business can do it even without the current situation. Business scenarios don't consider a situation where the next 6 months of bookings have to be refunded overnight.
bozo00723/03/2020 20:02

The reality is that no travel services provider has the bank balance to …The reality is that no travel services provider has the bank balance to make refunds. And frankly, no business can do it even without the current situation. Business scenarios don't consider a situation where the next 6 months of bookings have to be refunded overnight.


Wasn't pandemic listed as no1 threat to society (or similar) by UK Gov around 2018? If so, businesses with foresight will have stipulated pandemic cover requirement within their business interruption insurance policy criteria.
AndyRoyd23/03/2020 20:25

Wasn't pandemic listed as no1 threat to society (or similar) by UK Gov …Wasn't pandemic listed as no1 threat to society (or similar) by UK Gov around 2018? If so, businesses with foresight will have stipulated pandemic cover requirement within their business interruption insurance policy criteria.


Hindsight is wonderful, isn't it?
It's a matter of good will, these are unusual times. The cancellation is being forced by the government and not by the hirer. A reasonable administration cost would be suitable, ample time was given for the cancellation. To charge £150 for nothing is quite expensive to say the least.

This being said car hire companies aren't exactly know for customer service and good practice.
Answer is not for you to request a cancellation.

Section 2.4 of their terms states there is no contract is formed until keys are passed over. Something that under government guidelines they are powerless form at this moment - there are also other gotcha's in their terms without much effort as long as it is not YOU cancelling..

sixt.co.uk/fil…pdf
bozo00723/03/2020 20:02

The reality is that no travel services provider has the bank balance to …The reality is that no travel services provider has the bank balance to make refunds. And frankly, no business can do it even without the current situation. Business scenarios don't consider a situation where the next 6 months of bookings have to be refunded overnight.


That's not exactly true, he had both his flight and hotel refunded. The restrictions in Hong Kong have been in place for quite some time.
bozo00723/03/2020 20:29

Hindsight is wonderful, isn't it?


Gov has been issuing pandemic advice to businesses for decades. Random example: checklist PDF originating as far back as 2006 is contained with advice published 2011 at gov.uk/gov…ses

Possibly main interest for customers subject to the clause noted by OP would be to see Sixt's t&c that immediately pre-dated the current 10 Feb 2020 version as some peeps may have booked prior to that date and the customer-cancellation clause may be more favourable to the customer. Or not.
for those with a legal mind the T&Cs state the following, regardless of the cancelation penalty would it not be correct that you have not entered into a contract yet so the cancelation fee points would not be valid?

2.4 The Contract is only formed when we allow you to take possession of the keys to the Vehicle. We will not do so unless and until you come to collect a Vehicle from us (or where we deliver the Vehicle to you) and you provide the Required Documents, a valid deposit or credit card approval has been made on your payment card, you have agreed the Vehicle Condition Report and we are satisfied that you meet our rental criteria and these Conditions.

By entering in to the Contract, you agree to:

(a) rent the Vehicle, including any replacement vehicles and Optional Extras for the Rental Period;

(b) pay the Rental Fees (as well as any fees for the extension of the Rental Period (where applicable) under clause 7 or any fees attributable to the purchase of Optional Extras); and

(c) pay relevant administration charges, fees, theft and damage charges, toll charges, parking, traffic or other fines or charges, reasonable court costs and/or any other reasonable charges, in the circumstances set out within these Conditions.
3.4 The Booking may be changed up to 48 hours before the commencement of the scheduled Rental Period (Booking Change) by telephoning our reservations team on 0044 2070188246. Where you request to make a Booking Change, and the Booking Change increases the Rental Fees payable by you we will not charge you a rebooking fee. Where the Booking Change means that your Rental Fees decrease we reserve the right to charge you a rebooking fee of £20 plus VAT. You acknowledge that the Rental Fees may increase if you make changes to the Vehicle Group or the delivery collection point, which will be charged at the current rate and that further charges will apply if the Rental Period is extended (in relation to which see clauses 7 and

3.5 Where you wish to cancel a Booking (as opposed to make a Booking Change), you may do this at any time prior to the scheduled commencement of the Rental Period (Booking Cancellation). In the event of a Booking Cancellation (where you have selected the pre-paid tariff option) and your Rental Period is for more than three days, then the first three days are non-refundable and the remaining Rental Fees will be refunded to you. In the event that your Rental Period is less than three days then you are not entitled to a refund of the Rental Fees.

3.6 All other Booking Cancellations which are not related to bookings made using the pre-paid tariff, may be made without charge. If you do not cancel your Reservation and then fail to show up to collect the Vehicle from the agreed location at the agreed time, we reserve the right to charge the pre-paid tariff in full and you shall not be entitled to any refund.
As above it is a case of getting them to cancel rather than you.

That is normally achieved by asking them questions that they can not or are not prepared to answer.

First one that springs to mind is what is their public liability insurers stance on them continuing to hire for leisure purposes given the governments stance that all unnecessary travel is not permitted.
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