I made a car rental reservation through Booking.com with Europcar at Milan Malpensa Airport, Terminal 1 International Arrivals. I created the reservation from Istanbul on December 25, 2025, at 7:08 PM. During the reservation process, the requirement for an International Driving Permit (IDP) was not clearly or visibly stated in a way that would reasonably alert the customer.
On December 28, 2025, at around 11:05 AM, when I went to pick up the vehicle, I was informed that the car would not be handed over because I did not have an International Driving Permit, and the rental was unilaterally canceled by the rental company. I later noticed that the IDP requirement appeared only in the vehicle terms section after the reservation was completed, not clearly during the booking or payment stages. In other words, this critical requirement was not presented clearly, visibly, or in a timely manner before payment.
The vehicle was never delivered to me, meaning no service was provided at all. Despite this, the $262 USD charge made to my credit card has not been refunded. Charging a customer when no service was rendered is a clear violation of consumer protection laws.
Booking.com claims that it is merely an intermediary platform and attempts to avoid responsibility, while the contracted car rental company fails to provide a proper explanation. However, it is clear that the entire reservation, payment, and information process was conducted through Booking.com, and that the International Driving Permit requirement was not disclosed clearly, adequately, or at the appropriate stage. I do not accept that the consumer should bear the cost of this omission or inadequate disclosure.
Regarding my reservation with confirmation number 741420619, since the vehicle was never physically delivered, I am demanding an immediate and unconditional refund of the full $262 USD charged without service. Otherwise, I will initiate a chargeback through my bank, file a formal complaint with CİMER, and exercise all other legal rights available to me. All screenshots and reservation documents are in my possession.
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