I am writing to formally lodge a complaint regarding my recent car rental reservation, number ENJ-70199205, booked and fully pre-paid through your platform for a vehicle in Santorini, Greece (local partner: Europcar), scheduled from June 13, 2026, to June 16, 2026. This formal dispute is submitted within the contractually allowed 28-day window following the rental period.
I am profoundly frustrated and outraged by the absolute lack of customer support provided by Enjoy Travel. Your platform’s failure to deliver timely assistance during the active contract period directly prevented my family and me from retrieving the vehicle, completely ruining our travel plans and causing severe emotional distress and financial loss.
Summary of the Facts:
On June 13, 2026, upon arrival at the Europcar counter at Santorini Airport, the local agent refused to accept my Wise card for the security deposit, classifying it as a prepaid card. Desperate to find a solution, I immediately reached out to Enjoy Travel via your mobile application and email. I received absolutely no response.
On the following day (June 14, 2026), determined to resolve the issue, I returned to the Europcar counter to resume the contract for the remaining period. At that moment, I explicitly offered an alternative, standard credit card that Europcar confirmed they would accept for the security deposit.
However, Europcar stated that they could not reactivate the booking or hand over the keys without an updated confirmation or direct authorization email from the broker, Enjoy Travel.
I immediately made multiple urgent attempts to contact Enjoy Travel via your app and email, requesting that you send a quick confirmation to Europcar so I could pick up the car. Once again, Enjoy Travel completely ignored my communications and failed to provide any response or support in a timely manner ("tempo hábil"). Due to your absolute silence, the rental was rendered permanently impossible.
Legal Grounds Under European Consumer Protection Law:
I demand a full reimbursement of the amount paid, as Enjoy Travel’s conduct directly violates EU consumer rights and constitutes a fundamental breach of contract:
Breach of Professional Diligence (Directive 2005/29/EC): Under EU consumer protection principles, service providers and intermediaries must act in accordance with professional diligence. Providing functional, responsive customer service channels during the execution of an active contract is an essential auxiliary duty. By completely ignoring urgent support requests during the rental validity period, Enjoy Travel failed its duty of care, actively preventing the consumer from curing a minor procedural issue.
Unfair Contractual Terms (Directive 93/13/EEC): To the extent that Enjoy Travel might attempt to invoke restrictive clauses—such as clause 4.7.1, which denies refunds for non-collection due to insufficient documentation/payment methods—I formally challenge their validity. Under Directive 93/13/EEC, contractual terms that cause a significant imbalance in the parties' rights and obligations to the detriment of the consumer are unfair and legally non-binding. A clause that permits a broker to pocket 100% of a pre-paid fee while providing zero communication, thereby blocking the customer from rectifying a payment method, is highly abusive and legally void.
Violation of the Voucher’s Own Stated Terms: Your booking voucher explicitly states under the Depósito / Preautorización section: “Si no tiene un método de pago válido para poder dejar el Depósito de Seguridad, el Proveedor puede requerirle que compre seguros adicionales.”. This proves that an outright refusal of the rental was not the sole remedy; an option to purchase local insurance to cover the deposit was contractually envisioned. Furthermore, because I had an alternative valid credit card ready on the second day, your failure to respond directly obstructed the execution of the contract under reasonable terms.
