Europcar redefine United Kingdom
Discussion
Beware if you live in Shetland, Orkney, Isle of Wight, Hebrides or Isles of Scilly - according to Europcar you aren't classed as part of the UK and need to present the following if you want to hire a car from them.
"Passport or EU Citizen ID Card,
Proof of entry/exit into/out of the UK (e-tickets acceptable)."
https://www.shetlandtimes.co.uk/news/father-and-yo...
Edit. The requirement is still on their website...
"Passport or EU Citizen ID Card,
Proof of entry/exit into/out of the UK (e-tickets acceptable)."
https://www.shetlandtimes.co.uk/news/father-and-yo...
Shetland Times said:
The father of a young child was left stranded after a car rental company denied service due to an utterly bizarre policy which denies Shetland is part of the UK.
The Shetlander had been in Glasgow to collect a hire car which had been booked in advance through Europcar for travel to a family wedding - but was told he needed a passport as he was from a British island and not a resident of the UK.
It meant he was left stranded with a young child and had no option but to secure a vehicle from another rental company at very short notice incurring additional costs of £223.
Europcar has since offered its sincere apologies to the family and stressed that it does recognise Shetland s status as part of the UK.
However, their initial response has led to an intervention from Orkney and Shetland MP Alistair Carmichael who said the impact on the family was significant .
This is an utterly bizarre policy on the part of Europcar. he said.
At best it is a mistake, but one which demonstrates woeful ignorance on the part of the company or their staff about the basic composition of the United Kingdom.
At worst it is intentional and wholly unjustified discrimination against people from island communities.
The family told Mr Carmichael they had not been told about the requirement for a passport during the booking process.
When they asked Europcar for an explanation, the company replied: An overseas customer is defined as one who, at the time of rental, is not resident in the United Kingdom or Northern Ireland. Included in this definition are residents of the Shetland, Orkneys, Hebrides, Isle of Man, Isle of Scilly, Channel Islands and the Isle of Wight.
Mr Carmichael said the response raises several serious concerns
Shetland is as much a part of the United Kingdom as anywhere else.
It is unclear why residents of any UK island community whether Shetland, Orkney or indeed the Isle of Wight should be treated differently from residents of mainland communities when hiring a vehicle within the UK.
There is no justification for islanders to be treated less favourably or subjected to unclear and unjustified requirements when accessing services on the mainland.
I shall expect a clear explanation from Europcar on these points and an apology to my constituents in the coming days.
Mr Carmichael s letter ask Europcar to review the case urgently and consider reimbursement of the additional costs incurred, along with an appropriate apology for the distress and inconvenience caused.
More broadly, he asked the company to review its booking and online check-in systems to ensure that any required documentation is clearly and prominently communicated before customers travel to collect a vehicle.
Europcar has since apologised and recognised the inconvenience and distress caused, particularly when travelling with a young child.
The company said it fully recognised that residents of Shetland, Orkney, the Hebrides, the Isle of Wight and other UK island communities are part of the United Kingdom.
Europcar clarified that the issued in question related to a customer verification process that is designed to support fraud prevention requirements involving a verification system which does not recognise postcodes from a number of UK off-mainland islands.
Unfortunately, the wording within the company's internal guidance has led to an unintended and inaccurate classification of these communities as 'overseas' for administrative purposes.
The company acknowledges that this terminology is inappropriate and does not reflect their constitutional status within the UK.
The company is currently reviewing both the wording and the associated process as a matter of priority to ensure it is accurate, clear and respectful, whilst maintaining the necessary customer security and verification measures required for vehicle rental.
In addition, the company is undertaking a review of how these additional identification requirements are communicated to customers during the booking journey, to ensure customers have clear visibility of any documentation required before arriving to collect their vehicle.
Europcar said the customer who contacted Mr Carmichael had been offered a full refund, as well as refund for any additional costs associated with having to secure alternative rental.
Europcar is committed to treating all customers fairly and we apologise again for the frustration and inconvenience this situation has caused, it added.
They seem to have backtracked now, but why did it need the intervention of a bloody MP!The Shetlander had been in Glasgow to collect a hire car which had been booked in advance through Europcar for travel to a family wedding - but was told he needed a passport as he was from a British island and not a resident of the UK.
It meant he was left stranded with a young child and had no option but to secure a vehicle from another rental company at very short notice incurring additional costs of £223.
Europcar has since offered its sincere apologies to the family and stressed that it does recognise Shetland s status as part of the UK.
However, their initial response has led to an intervention from Orkney and Shetland MP Alistair Carmichael who said the impact on the family was significant .
This is an utterly bizarre policy on the part of Europcar. he said.
At best it is a mistake, but one which demonstrates woeful ignorance on the part of the company or their staff about the basic composition of the United Kingdom.
At worst it is intentional and wholly unjustified discrimination against people from island communities.
The family told Mr Carmichael they had not been told about the requirement for a passport during the booking process.
When they asked Europcar for an explanation, the company replied: An overseas customer is defined as one who, at the time of rental, is not resident in the United Kingdom or Northern Ireland. Included in this definition are residents of the Shetland, Orkneys, Hebrides, Isle of Man, Isle of Scilly, Channel Islands and the Isle of Wight.
Mr Carmichael said the response raises several serious concerns
Shetland is as much a part of the United Kingdom as anywhere else.
It is unclear why residents of any UK island community whether Shetland, Orkney or indeed the Isle of Wight should be treated differently from residents of mainland communities when hiring a vehicle within the UK.
There is no justification for islanders to be treated less favourably or subjected to unclear and unjustified requirements when accessing services on the mainland.
I shall expect a clear explanation from Europcar on these points and an apology to my constituents in the coming days.
Mr Carmichael s letter ask Europcar to review the case urgently and consider reimbursement of the additional costs incurred, along with an appropriate apology for the distress and inconvenience caused.
More broadly, he asked the company to review its booking and online check-in systems to ensure that any required documentation is clearly and prominently communicated before customers travel to collect a vehicle.
Europcar has since apologised and recognised the inconvenience and distress caused, particularly when travelling with a young child.
The company said it fully recognised that residents of Shetland, Orkney, the Hebrides, the Isle of Wight and other UK island communities are part of the United Kingdom.
Europcar clarified that the issued in question related to a customer verification process that is designed to support fraud prevention requirements involving a verification system which does not recognise postcodes from a number of UK off-mainland islands.
Unfortunately, the wording within the company's internal guidance has led to an unintended and inaccurate classification of these communities as 'overseas' for administrative purposes.
The company acknowledges that this terminology is inappropriate and does not reflect their constitutional status within the UK.
The company is currently reviewing both the wording and the associated process as a matter of priority to ensure it is accurate, clear and respectful, whilst maintaining the necessary customer security and verification measures required for vehicle rental.
In addition, the company is undertaking a review of how these additional identification requirements are communicated to customers during the booking journey, to ensure customers have clear visibility of any documentation required before arriving to collect their vehicle.
Europcar said the customer who contacted Mr Carmichael had been offered a full refund, as well as refund for any additional costs associated with having to secure alternative rental.
Europcar is committed to treating all customers fairly and we apologise again for the frustration and inconvenience this situation has caused, it added.
Edit. The requirement is still on their website...
Edited by matchmaker on Wednesday 24th June 15:17
Off topic, but related to borders - last week my wife and I flew from Dublin to Birmingham on Ryanair. We presented our passports at the gate, but when we arrived at Birmingham we walked straight through baggage and out of the airport. I assume this is a 'thing' now - no passport control between Ireland and UK...?
WhiskyDisco said:
Off topic, but related to borders - last week my wife and I flew from Dublin to Birmingham on Ryanair. We presented our passports at the gate, but when we arrived at Birmingham we walked straight through baggage and out of the airport. I assume this is a 'thing' now - no passport control between Ireland and UK...?
It's the Common Travel Area https://en.wikipedia.org/wiki/Common_Travel_AreaDon't tell me you've never heard of it!
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