A recent survey by Which? has identified the worst car hire firms for hidden costs and long queues, with Goldcar, Dollar, and Avis ranking at the bottom. The consumer magazine surveyed over 3,600 people who had rented a car in the past two years, assessing customer service, value for money, pick-up and drop-off ease, and cost clarity.
Key Findings: Hidden Charges and Delays
Thirteen percent of participants ended up paying more than their quoted price, with extras like surcharges for drivers over 70 and additional insurance costs not disclosed upfront. One in eight customers faced unexpected fees, according to the survey.
Goldcar ranked last, with 28% of renters reporting additional charges, some applied after they returned home. Nearly a fifth waited 30 minutes or longer to collect their car. One respondent said: “The risk of post-contract extras outweighs the cheaper price. Avoid at all costs.”
A Goldcar spokesperson said: “Goldcar Spain is disappointed by the alleged experiences. The company offers premium cover for damage, and customers may choose separate cover but will be charged for damages and must claim from their provider. Goldcar introduced a Code of Ethics and Guide of Good Sales Practices in 2021, reviewed annually.”
Bottom Rankings: Avis and Dollar
Dollar came second from bottom, scoring two stars for collection speed and three for value. A Hertz spokesperson said: “We welcome feedback and are committed to transparency. Key information is displayed throughout the reservation process. Hertz Gold+ Rewards members can add a spouse or domestic partner at no extra charge.”
Avis placed third from bottom, scoring two stars for collection speed and cost clarity despite high marks for vehicle quality and returns. Its average rental price is £55. Avis declined to comment.
Top Performers: Autoreisen Leads
Autoreisen, a Canary Islands-based firm, topped the rankings with five stars in all categories and an average daily rate of £16. It was named a Which? Recommended Provider alongside Arnold Clark and Alamo. Arnold Clark was the only UK firm to receive five stars for cost clarity. One satisfied customer said: “There was no shilly-shallying and no problem hiring at age 82. I was in and out in no time.”
Expert Advice
Guy Hobbs, head of travel research for Which?, said: “Too often we hear from holidaymakers who face poor service and unexpected charges that turn a cheap rental into an expensive one. The good news is some firms show it doesn't have to be this way. Travellers should choose a reputable provider. Our Which? Recommended Providers are excellent options, and using a trusted broker like Zest Car Rental provides extra reassurance.”
The full rankings for 2026: Autoreisen, Cicar, Arnold Clark, Alamo, TopCar, Centauro, Enterprise, Sixt, Drivalia, Europcar, Thrifty, Budget, Hertz, Avis, Dollar, Goldcar.
