It’s one of the largest upcharges we’ve seen in a long time: from a $1,440 bill at reservation to a $3,572 invoice when Ivy Myles returns her Hertz rental car in Australia.
Question: I had a confirmed reservation with Hertz for a compact car in Australia. Even considering the exchange rate and conversion from Australian dollars the estimate was $1,440.
When I returned the car, they charged me $3,572, and I paid with a credit card. I felt it was not a good spot or time for discussion, and I was sure I could fix this later. It hasn’t worked out that way. I may be ignorant of the ways of the world and need to let it be, but my mind says, “What?” Can you help me get a refund? — Ivy Myles, Tucson, Ariz.
Answer: A $2,000 upcharge is pretty significant. I’m surprised they didn’t explain the additional charge when you returned the car.
I realize you were still traveling when you initially contacted us, but you could have also tried appealing to the executive contacts at Hertz that we list on our site. You contacted us, and we reached out to Hertz on your behalf.
Hertz noted that your original reservation was prepaid through a third party, and not directly with Hertz. You should have received a voucher from the booking source, and it’s not clear from your correspondence if you carried that with you. It’s essential to carry printed documents with you, especially when traveling abroad.
Even people with electronic devices should have a backup copy since you never know when and where you will have internet access. If you had the voucher, it would have been worth it to take the time and the opportunity to ask for a supervisor on site and see if they could resolve the issue before paying such an enormous upcharge.
Hertz originally directed you to the third party booking source to get your refund, but after our advocates contacted them, Hertz agreed to issue the refund you were due. You wrote us back, confirming the refund and letting us know you thought the refund was due primarily to our intervention. We’re just glad it worked out.