3.00 stars

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Ayumi's complaint against Goldcar

Ayumi Schaal


They refused to let me rent a car but don't give me the money back

Complaint against Goldcar

I had a reservation to rent a car with Goldcar on October 13, 2018. When I got to the airport with all my documents, they refused to let me rent a car, saying that I needed my passport. I have a Spanish driver license and an official Spanish ID. I even had a copy of my passport, but the lady said that I could never rent a car in Spain without my passport. Now, Goldcar's terms & conditions (Barcelona airport) state as follows: 10. Important Information: 1. The reservation voucher must be presented when collecting the car. 2. The following documents are also necessary: Passport or ID Card, driving licence and a valid credit/debit card. Here is also the information I received from Goldcar in the email when I made the reservation. ------------------------------- Identity card or Passport It is compulsory to show a current valid ID document, such as an ID card or Passport. -------------------------------- They ALL say "ID card or Passport." Nowhere it says that I absolutely need my passport to rent a car, especially when I have a Spanish driver license. I contacted the customer service several times, but they keep bringing up "point 9.2. of the particular rental conditions" and insist that I "did not provide all necessary documents to proceed with the rental and complete the reservation when you were at the counter." BUT I had all the necessary documents required according to Goldcar's terms and conditions! I demand a refund, and at the least a reasonable explanation besides "You did not provide all necessary documents."

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