Hired a vehicle online and paid upfront. When we arrived to collect the vehicle we asked for an additional driver to be added in case of an emergency. At no point were we verbally made aware of any additional charges, nor were we made aware in the confirmation email that additional charges may apply for the additional driver, and when we asked about the breakdown of the costs on the rental agreement we were told "this summarises what you've already paid". Fast forward a week and an additional charge appears on my credit card for 28% of the original rental costs for the additional driver. When we've challenged the cost, despite not being made aware of the additional cost, it was included on the rental agreement and therefore Europcar are unwilling to refund. Why would these costs not be mentioned to us when we specifically asked their representative what the costs were? To add salt to the wound, the additional driver was just for an emergency, they didn't even drive the vehicle. In the interest of customer service would you not empathise with the customer, understand the facts they have presented, and determine a miscommunication had occurred?
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