Dear sir or madam
We sent the following email to your address at [protected]@cartrawler.com on 11 June 2018, but to date we have not yet received any response from CarTrawler:
"We recently booked a car through your company for collection at Olbia Airport in Sardinia on 23 May, to be returned to the same venue a week later. See your email confirmation below, dated 16 May.
Three days later, you sent us a reminder (attached hereto), informing us of the ‘mandatory documents' necessary to produce when collecting the car:
"Without these mandatory documents you cannot collect your car
Credit card in the name of the lead driver, with a large enough limit to cover the excess ( EUR 2500.00 )
Full driver's licence in the name of the lead driver
Valid photo ID (i.e. passport)
Present this email at the desk when picking up your car
Please see your voucher for the full list of mandatory documents."
You did not inform us that, in addition to these documents, an international driver's licence would be required. It is true that this is mentioned by the car rental company in their voucher. However, in the light of our own experience in various parts of the world, including the USA and Europe (Greece), we never imagined that this would be regarded as a ‘mandatory document' in rural Sardinia. We were fortified in this belief by your communication quoted above and hence did not bother to obtain an international driver's licence prior to our holiday.
We were wrong. Not only did the car rental company refuse to hand us the car in the absence of such international driver's licence, but we had to forfeit an amount as EUR 50 as a cancellation fee, as well as the amount of EUR 44.96 paid to your insurer, Chubb, as standard car rental excess insurance for the rental period. Fortunately a potentially disastrous start to our holiday was averted when we were able to obtain a similar vehicle from a large competitor at the same venue — without the requirement of an international driver's licence.
In the light of these facts and on reflection, it appears to us that the penalty incurred by us are therefore inappropriate and unjustified. We accordingly call upon you to refund to us the amounts forfeited.
We look forward to hearing from you.
Judge B M Griesel (Rtd)
37 Buxton Ave
Cape Town 8001