The international car rental company Green Motion’s UK franchise network has been at the receiving end of multiple customer complaints in recent weeks relating to a number of its UK locations. Global B2B travel technology company CarTrawler, who has agreements with car rental companies including Green Motion and provides airlines and other travel providers with the ability to offer car rental to their online customer base, has observed an increase in UK complaints via their Customer Centre of Excellence.

CarTrawler has raised the issue with Green Motion and has agreed to the immediate and indefinite suspension from the CarTrawler platform, for reservations in UK locations while the customer service issues are being reviewed. CarTrawler has informed Green Motion that their UK network is subject to the same disciplinary procedures as any other suppliers who do not conform to CarTrawler’s standards of best practice.

“CarTrawler is focused on improving the overall standard of service that customers receive from car rental companies globally. We closely monitor all customer feedback coming to us via our various contact channels. On noticing this sudden increase in complaints from customers around their service with some of Green Motion’s UK Network, we made the decision to remove their supply from our platform to ensure that customers are only shown cars from companies that can demonstrate an appropriate level of customer service. We look forward to reinstating Green Motion’s UK locations again when they have been able to demonstrate that their customer service has improved and meets our standards again” explains CarTrawler CEO Cormac Barry.

CarTrawler will honour all current bookings made with Green Motion. Customers who wish to re-book with another supplier can so by visiting the ‘Manage My Booking’ section on their booking confirmation voucher.

Richard Lowden, CEO of Green Motion International (The global franchisors for the Green Motion Brand) said “We truly value our long standing partnership with CarTrawler and its associated brands and take very seriously the level of service we deliver to our mutual customers. We are clearly disappointed that a number of our UK locations have fallen short on the expectations of CarTrawler and are committed to working with CarTrawler to ensure that each and every one of Green Motion’s locations in the UK more than exceeds the expected levels of customer service”

An integral part of the delivery of CarTrawler’s customer experience is their strict adherence and input into industry standards of best practice:

  • CarTrawler is PCI certified as a Level 1 Service Provider, which ensures the secure treatment of customer payment data.
  • CarTrawler has participated in the UK Competition and Markets Authority Review of car rental intermediaries and implemented all recommendations.
  • CarTrawler’s insurance product is fully compliant. The regulatory and compliance aspects of CarTrawler’s insurance product is managed by an internal compliance and legal team with support from external advisors and insurance providers.

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