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CarTrawler collaboration with CMA puts customers first

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DUBLIN, IRELAND – CarTrawler, the leading online travel technology platform, announced its collaboration with the UK’s Competition & Markets Authority (CMA) in identifying and proposing key areas for improvement and compliance in the short-term car rental industry.

A member of the British Vehicle Rental and Leasing Association (BVRLA) since June 2014, CarTrawler has worked closely with the CMA and other industry stakeholders to develop new and improved industry standards for the car rental customer.

Margaret Kearney, General Counsel of CarTrawler, said: “One of our aims is to be a market leader in customer experience, and it was a privilege to be involved in the shaping of industry guidelines. We have made a significant investment in understanding customers’ needs so that we can deliver the solution that is best for them. Demonstrating best practice and compliance underpins our company’s commitment to unparalleled customer satisfaction – which includes anticipating unmet customer needs as identified by the new guidelines.”

The CMA is the UK’s primary competition and consumer authority. It is an independent non-ministerial government department with responsibility for carrying out investigations into mergers, markets and the regulated industries, as well as enforcing competition and consumer law.

The new regulations require all relevant information in seven key areas be clearly and prominently presented to customers. The CMA is allowing a period of several months until 1 January, 2017 to give industry partners time to make any necessary changes to bring their business into compliance. The new compliance requirements cover:

  • Young driver surcharges
  • One way fees
  • Fuel charges
  • Excesses
  • Pre-authorisation or deposits
  • Collision Damage Waiver (CDW) exclusions and warnings about the need for snow chains (which are a legal requirement in some countries in winter), and no guarantees for optional extras so consumers know in advance that they may not available.

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