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I picked up a car this morning from enterprise. I’d booked and paid for an Intermediate SUV as I wanted a good size for family Christmas travel. They gave me a Peugeot 2008 which I challenged when I was there as not being in my category but they insisted it was and said anything bigger I’d have to pay more. Went with it in the end and got home and did some research to find it’s the category below what I paid for. Don’t have time now to go back and I’m sure I can complain and get refunded the difference but is there any kind of car hire downgrade compensation like there is with airlines? Or a better way to handle it?
What was the example car given in the category you booked? I would take that as the starting point and compare the dimensions (you can usually find vehicle specs online). I would have done this in the first instance, especially if it meant that a smaller vehicle couldn’t accommodate our luggage, for example. Also, is there a list in their small print of what they consider the correct category for each vehicle?
You can submit a complaint to Enterprise asking to be refunded the difference between what you paid and the next category down, but they may say that by accepting the car you’ve effectively agreed that it fulfils any contract you have.There isn’t any downgrade scheme, but they should refund you the difference between the categories but that will likely be fairly minimal. Your contract would usually state category booked and category hired so you need to see what it actually says.
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