In July 2011,  Which? surveyed 2,618 members of the public about their car hire experiences. Of the 618 who had hired a car in the past two years, 70% thought terms and conditions were too complicated and 69% felt insurance excess was disproportionately high.

Half have felt pressurised into taking out insurance offered by hire companies, and believe car hire companies should provide maps of local garages when collecting a car.

Another 60% wanted a map showing fuel stations with the car, 56% thought refuelling charges were too high, and 50% said they felt pressurised into buying insurance.

Some 44% of customers who hired a car experienced a problem, the most common of which was that the vehicle was not adequately checked for damage before hire.

Other common problems were having to pay unexpected charges on collection, being given a car that need to meet the customer’s needs and not understanding what was covered by the insurance provided.

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