FACUA-Consumers in Action has filed a formal complaint against Enterprise with the General Directorate of Consumer Affairs under the Ministry of Social Rights, Consumer Affairs and Agenda 2030. The consumer organisation has taken issue with unfair terms included in the company’s vehicle rental contracts, which grant the firm the power to cancel vehicle bookings unilaterally and without justified cause.
According to the organisation, the provision specifies that, unless an advance payment option is selected, either the customer or the company may cancel any booking—whether it has been confirmed or not—for any reason or no reason whatsoever, at their sole discretion and without liability to the other party.
FACUA argues that this condition places consumers in a position of clear contractual inequality. The clause allows Enterprise to walk away from a previously accepted and confirmed reservation without needing to justify its decision or compensate the consumer for any potential losses or disruption caused by the cancellation.
The association points out that this practice breaches relevant consumer protection legislation, which deems non-negotiable clauses that reserve unilateral modification or interpretation rights for businesses to be unfair, unless valid and specified reasons apply. Consequently, FACUA has urged the authorities to open sanction proceedings against the vehicle rental company.
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