I booked a car rental through the SNCF website when an ad popped up when I was booking train tickets with Avis not realizing it was through a third party (Hopper). I pre-paid with the understanding I could cancel for a refund. When I looked at my CC statement, I was charged in British Pounds. (no idea why) We have called Avis, Avis Finance and got someone who said they cancelled it for us and rebooked us a car charging us in Euros. When I looked up our booking number it is still showing we have the original reservation.. I finally found an email address requesting they cancel the original reservation and refund our CC. We did get what seems like a generic reply with a reference # for our case. Not sure what to do at this point- Cancel the 2nd reservation if we don't have a response by Saturday when we leave(we've not paid anything for this 2nd reservation). Try to get if straightened out at the pick up counter in Rouen? I'm concerned that things are so fouled up now we won't have a car at all if we try to fix this before we leave. I'm getting conflicting inf on when I need to cancel the 2nd reservation or be charged. Advice anyone??
Posted by
Paris
7304 posts
If the first reservation still shows up on Avis website, I guess you're good? If you do not cancel the 2nd reservation, you might be charged a no-show fee.
Posted by
OP
202 posts
We'll probably keep the 1st reservation and cancel the 2nd at this point. But what we don't understand is why we were charged in British pounds? Is it possible they can straighten that out at the rental counter?
Posted by
Florida (previously California)
3990 posts
Maybe they process charges out of their UK office? Are you being charged more in pounds than you thought you would be charged? Are you being charged a foreign transaction fee by your credit card? I’d cancel the first reservation, which it appears that you already have done, if I had a confirmation number for the second reservation.
Posted by
OP
202 posts
We are being charged more in British pounds which is why I want to cancel the reservation but have not been successful in doing so as I cannot do it through Avis because I foolishly booked through Hopper on the SNCF website. My CC does not charge for foreign transactions. My husband suggested disputing the charge on our CC which most likely would cancel the reservation, but as we pre-paid I am concerned about getting credited.
Posted by
Florida (previously California)
3990 posts
"I pre-paid with the understanding I could cancel for a refund. When I looked at my CC statement, I was charged in British Pounds. (no idea why) We have called Avis, Avis Finance and got someone who said they cancelled it for us and rebooked us a car charging us in Euros. When I looked up our booking number it is still showing we have the original reservation.. I finally found an email address requesting they cancel the original reservation and refund our CC. We did get what seems like a generic reply with a reference # for our case."
If the original reservation was truly cancelable (prepaid and cancelable are not often paired together) and you have proof of that and that you sent a timely cancellation, I would go ahead and dispute the charge with your credit card company but I would only do that if I had a confirmed second reservation. This assumes that the "they" on your penultimate sentence quoted above is Hopper. Do you have a confirmation number for the second reservation? Did you prepay for that one as well? Did you give Avis your credit card number? Was your conversation with Avis with Avis in the US or with Avis in France?
Posted by
OP
202 posts
It does say on the paperwork I have that the reservation is cancellable. We do have a 2nd confirmed reservation for which we did not give Avis a CC #. My conversations with Avis, I was transferred a few times, I'm sure I wasn't talking to anyone in France, or the US for that matter. I do however have an email out to france avis sncf which we have only received an acknowledgement of our email. I'm reluctant but tempted to dispute the charge but am concerned we may not be reimbursed as I can't just go to the reservation on line and cancel
Posted by
OP
202 posts
Thank you for the website, though the link to cancel on their website didn't work. However, by some stroke of luck last night I was able to cancel on the SNCF website ( I had tried this before). I have a cancel confirmation but was then sent an email instructing me to email their local customer service center to request a refund. I have done so, hoping i sent it to the right place. So it seems I still am going down a rabbit hole but making some progress, and my original reservation confirmation states I can cancel up to 24 hours prior to pick up with out penalties or fees. So why I had to send another email requesting a refund makes me skeptical the fight isn't over. In the meantime I have contacted my CC company and started a dispute. Moral of the story is do not ever book through a third party. The SNCF website makes it look like you are booking directly through AVIS.
Posted by
Florida (previously California)
3990 posts
I hope it works out. These third party pop-ups are atrocious.
Posted by
OP
202 posts
indeed they are, that is why I never use them. As i previously stated, the SNCF website makes it look like you are booking directly with AVIS. Lesson learned,
Posted by
OP
202 posts
Dear friends,
Success! I guess I had the right email address last night. This morning I had an email from the customer service location for Avis in France notifying me that my refund has been processed and will appear on my CC statement in 5-7 days maximum. We leave tomorrow without having to concern ourselves while we're away. Paris to Rouen to Bayeux to MSM to Dinan to Amboise and then back to Paris for one night before flying home. Trip report to follow. Thank you everyone and safe journey to all.