Navigating the unexpected twists and turns of life can be a challenge.

When Mother Nature decides to throw her weight around, it could lead to more jaw-dropping situations.

This was the case for one family whose holiday took a turn for the worse due to Tropical Cyclone Alfred.

Expecting mum Louise Turner initially planned a peaceful getaway to Byron Bay with her family.

The family's holiday, scheduled from Monday to Thursday, had multiple allotted budgets, including a $180 vehicle rental from Europcar.

However, as the cyclone's severity became apparent, their plans were upended in the most stressful way possible.

The weather prompted the Turners to flee from their hotel in Byron Bay by car. Image Credit: Pexels/Kim Jinhong

The Turners found themselves in a dire situation when hotel staff, concerned for their safety, urged them to evacuate the area.

The relentless rain and the threat of the cyclone loomed large, and the family felt unsafe as time went by.

With their flights cancelled, they made the difficult decision to drive to Sydney to escape the impending danger.

'The rain was becoming really significant, and we just got this overwhelming feeling that we weren't safe anymore and that it was time to leave,' Louise said in an interview.

Despite keeping Europcar informed of their situation, the vehicle rental company slapped the family with a $2300 charge.

According to an email from Europcar, the charge was part of their 'one-way fee policy', which remained in effect even during the tropical cyclone.

The Turners' predicament highlighted a critical issue for those who rely on rental services: the fine print and rigid policies that could turn a crisis into a financial nightmare.

It was a stark reminder to review rental agreements and understand the potential liabilities, especially when travelling.

As the situation garnered attention online, Europcar immediately rectified the charge.

The company issued a statement and apologised to the Turner family for the 'miscommunication' about their rules and the 'erroneous charge.'

Europcar also assured the family that the charge would be refunded to their bank account.

This incident should be a valuable lesson, especially for those who may be planning trips soon.

It's essential to be aware of the terms and conditions of any service we use and to consider travel insurance that could cover unexpected events.

After all, it's not just about saving money—it's about ensuring peace of mind during our well-deserved holidays.

Key Takeaways

• A young family was charged over $2300 for not returning their rental car during Tropical Cyclone Alfred.
• The family had their holiday and flights disrupted by the cyclone and opted to drive to Sydney.
• Europcar initially upheld its one-way fee policy despite the cyclone causing unforeseen changes to travel plans.
• After gaining traction online, Europcar apologised to the family and agreed to refund the hefty charge.

Have you ever faced unexpected charges during an emergency? How did you resolve them? Your stories could help others navigate these tricky waters, so please share your stories in the comments section.

 

[darrellh]

Rental car companies need to do something about these clauses. That was ridiculous in the extreme and a cash grab and beyond outrageous and needs to be stopped. There are going to be other reasonable times when people aren't going to be able to return the car to the start and that cost is not reasonable by anyone's standard.

 

[Towing]

Did they return it to the same location as they took it from? or does it have to be transported back?

 

[darrellh]

Did they return it to the same location as they took it from? or does it have to be transported back?

No that was the point because of the cyclone it was not safe to travel back to their start point but still doesn't cost $2,300.00 and they have other rental agencies everywhere, what is their problem

 

[Gil]

Doesn't Europcar have insurance themselves to cover situations like this? I thoroughly believe that if the consumer is forced to take out insurance on the vehicle they are hiring, then the supplier should have the same sanctions placed on them to insure themselves against these situations. Otherwise, as usual with larger corporations, it is all one way. Come on government, have some balls and enforce this.

 

[ceej163]

I saw this mum being interviewed on the news….
The family had been notified by Europe ar that the “return point” had been closed due to the cyclone, so in reality, Europecar’s expectations were impossible

 

[ceej163]

Did they return it to the same location as they took it from? or does it have to be transported back?

The return location had been closed due to the cyclone….the family were notified of this by Europecar

 

[orange]

It turns out at least Europcar apologised after hearing their plight AND agreed to refund them their money which was a good deed .

 

[darrellh]

It turns out at least Europcar apologised after hearing their plight AND agreed to refund them their money which was a good deed .

Only after it was on the news. Before that it was a flat out NO. Not good enough. How often does that happen.

 

[tlecornu]

Doesn't Europcar have insurance themselves to cover situations like this? I thoroughly believe that if the consumer is forced to take out insurance on the vehicle they are hiring, then the supplier should have the same sanctions placed on them to insure themselves against these situations. Otherwise, as usual with larger corporations, it is all one way. Come on government, have some balls and enforce this.

What has the Government got to do with it??

 

[Bacvan]

They should be reworded bicouse they save that car

 

[Gil]

What has the Government got to do with it??

SIMPLE: They are the ones who make the laws of our land. They could make the law covering mandatory insurance cover for and by the supplier.

 

[Johnnie boy]

Very concerning that the insurance companies will try to avoid having to pay out Also that they will target the most vulnerable who probably aren’t strong enough to kick up about it. It annoys me that insurance in WA Has also increased even though there are no cyclones or floods. I think we should expect not to be charged for other areas of vulnerability. Insurance companies charge so much on premium you would expect that these would easily cover future claims

 

[Jest]

Why all the hoopla? They have been refunded. That's the end of the story. Maybe I have missed a point. Or is it another complaint for notoriety?

 

[Jest]

They should be reworded bicouse they save that car

your spelling is atrocious. try spell check.

 

[Catherines]

Emergencies happen & the car rental, hotel etc should not expect their customer to bear the brunt of something that is not their fault and absolutely unavoidable & out of their control. The money some companies make in profit is what should be used to cover this. The company has, or at least should have, insurance which covers unexpected events.

Of course, we can all now expect all insurance and other things to go up to unreal levels in the aftermath of this event. We live in Brisbane and personally didn’t have any damage; we are nowhere near a flood zone but we still have to bear the increase in insurance every year to cover these events for our citizens. So that extra is what must be outlaid by insurance companies. That’s what it’s for - the weather was not the renter’s fault.