CODE OF CONDUCT

FOR USE BY CAR RENTAL COMPANIES AND BROKERS PROVIDING INFORMATION AND SERVICES THROUGH COMPUTER RESERVATION SYSTEMS FOR RENTALS AT LOCATIONS IN EUROPE

A. The purpose of this document is to set down a Code of Conduct (the “CRS Car Rental Code”) governing the use of computer reservation systems for the provision of car rental services within Europe.

B. The objective of this CRS Car Rental Code is to ensure that computer reservation systems are used in a fair, non-discriminatory and transparent way with a view to avoiding misuse of these systems, so protecting the interests of the consumers of car rental services and ensuring fair competition between car rental companies.

C. DEFINITIONS For the purposes of this CRS Car Rental Code:

ACRISS means the Association of Car Rental Industry Systems Standards
Broker means an agent or representative who undertakes to sell car rental services in Europe on behalf of one or more Car Rental Companies
Car Policy Guidelines means the rules used by CRS Vendors in constructing the Multicompany Display and other displays
Car Rental

Company

means an undertaking which owns or leases motor vehicles and which operates car rental services in Europe
Car Rental

Company or

Broker System

means a system owned or operated by or on behalf of a Car Rental Company or Broker which accepts the reservations processed by the CRS and/or from which data may be viewed and processed
Consumer means any person seeking information about and/or purchasing a car rental service
CRS means a computerised reservation system or global distribution system (GDS) containing car rental information for the purpose of displaying information and processing reservations
CRS Terminal means a facility comprising a visual display unit (which may be entered by use of a keyboard and on which information is displayed or transmitted by the system to which it is linked), together with the associated keyboard and any other enhancements, such as ticket issuing machinery.
CRS Vendor means any undertaking which is responsible for the operation or marketing of a CRS including (but not limited to) Sabre, Amadeus, Galileo and Worldspan.
Distribution

Facilities

means facilities provided by a CRS Vendor for the display of car rental information and for the making of reservations and/or issuing vouchers and any other related services
Europe means the countries listed in Annex 1 as amended from time to time
Leisure Product means a product that includes the following elements as a minimum:
  • unlimited mileage
  • collision/loss damage waiver
  • theft waiver/theft protection
  • mandatory coverages
  • airport fee/surcharges (where applicable)
  • all local taxes and surcharges
  • vehicle licence fee (where applicable)
Multicompany

Display

means any display of data showing Rates (as defined at paragraph 1.5.10 below) and/or vehicle availability for specified locations and dates offered simultaneously by several Car Rental Companies and Brokers to Consumers
Principal

Display

means the Rate screen displayed on a CRS Terminal when a Consumer and/or Subscriber seeks information about purchasing a car rental service
Shuttle Service means a courtesy bus service provided by or for a Car Rental Company, to transport a Consumer from an Airport Terminal Building to the rental vehicle and/or Location
Subscriber means an undertaking, other than a Car Rental Company, a Broker, or a Consumer, using a CRS under contract or other financial arrangement with a CRS Vendor. A financial arrangement shall be deemed to exist where a specific payment is made for the services of the CRS Vendor or where a car rental product is purchased.

1. LOADING OF INFORMATION

1.1 A Car Rental Company or Broker providing data for use by a CRS Vendor, whether or not through a Car Rental Company or Broker System and regardless of the mode of data transmission or data entry, shall use every endeavour to ensure that the data provided is accurate, non-misleading and transparent. Without limiting the scope of the foregoing it shall be considered a misleading practice if a Car Rental Company or Broker should fail to use every endeavour to ensure that a vehicle and vehicle group and Rate (as defined at paragraph 1.5.10 below) indicated as available for rental at any location shall be so available.

1.2 A CRS Vendor shall not manipulate data provided in a manner that would lead to the provision of inaccurate, misleading, incomplete or discriminatory information.

1.3 In order to make available to Subscribers and Consumers the most accurate and up to date information on the products of Car Rental Companies and Brokers, wherever possible a CRS Vendor should obtain data direct from the Car Rental Company or Broker System. However even where data is obtained direct from the Car Rental Company or Broker System the Car Rental Company or Broker should still use every endeavour to ensure that data provided to the CRS system is accurate and non-misleading within the technical constraints of the CRS system.

1.4 Where a CRS Vendor is involved in loading and processing data provided by a Car Rental Company or Broker or Car Rental Company or Broker System this shall be done with equal care and timeliness subject to the constraints of the loading method selected by individual Car Rental Companies or Brokers and to the standard formats used by the CRS Vendor and shall not discriminate in favour of any Car Rental Company or Broker or Car Rental Company or Broker System.

1.5 For the purposes of loading and displaying information, CRS Vendors, Car Rental Companies and Brokers shall use only the following definitions:

1.5.1 Location

shall mean a manned fixed rental office where a Car Rental Company performs the business of renting cars during specified business hours.

1.5.2 In Terminal – “T”

shall mean that the Location is within an Airport Terminal Building, or within the Airport-designated boundaries but a Shuttle Service may be required to the rental vehicle.

1.5.3 Off Airport – “O”

shall mean that the Location and vehicles available for rental are within 8 kms of the Airport Terminal building, or Airport-designated boundaries.

1.5.4 Railway Station – “X”

shall mean that the Location and vehicles available for rental are within 500 meters of the railway station building.

1.5.5 City – “C”

shall mean that the Location and vehicles available for rental are within the designated boundaries of the particular city or town in question.

1.5.6 N Suburb

shall mean that the Location and vehicles available for rental are within the northern suburbs of the particular city or town in question.

S Suburb

shall mean that the Location and vehicles available for rental are within the southern suburbs of the particular city or town in question.

E Suburb

shall mean that the Location and vehicles available for rental are within the eastern suburbs of the particular city or town in question.

W Suburb

shall mean that the Location and vehicles available for rental are within the western suburbs of the particular city or town in question.

1.5.7 Sea port – “P”

shall mean that the Location and vehicles available for rental are within 2 kms of the sea port designated boundaries.

1.5.8 Hotel – “H”

shall mean that the Location and vehicles for rental are within 2 kms of the Hotel.

1.5.9 Resort – “R”

shall mean that the Location and vehicles for rental are within 2 kms of the Resort.

1.5.10 Other

shall mean that the Location and vehicles available for rental are not situated so as to fall within any of the above definitions.

1.5.11 Rate Quote

the minimum requirements to request a rate are:

check out date
check out time
check in date
check in time
check out location

and will include or display any mandatory charges, fees or surcharges that must be paid by the Consumer.

1.5.12 Rate Sale

shall mean the actual charge to the Consumer for renting a vehicle. In particular the rate will be based on the following basic elements:

check out date
check out time
check in date
check in time
check out location
check in location
vehicle type

and will include or display any mandatory charges that must be paid by the Consumer.

1.5.13 Rate Conditions or Rules

shall mean the specific conditions and/or restrictions applicable to a particular Rate

1.5.14 Limited Mileage or Capped Mileage

shall mean that the Rate shown will include a specified number of miles or kilometres at no extra charge. Miles or kilometres driven in excess of the miles or kilometres included will be paid in addition at the per mile or per kilometre rate shown.

1.5.15 Unlimited Mileage

shall mean that the Rate shown shall include all miles or kilometres driven.

1.5.16 Daily Rate

shall mean a Rate that may be applicable to any rental where the Consumer is not required to rent the vehicle for more than 24 hours.

1.5.17 Weekend Rate

shall mean a Rate that may be applicable to a rental of at least 1 day and which must include a Saturday night.

1.5.18 Weekly Rate

shall mean a Rate that may be applicable to a rental of at least 5 days but where the Consumer is not required to rent the vehicle for more than 7 days.

1.5.19 Monthly Rate

shall mean a Rate that may be applicable to a rental of at least 28 days but where the Consumer is not required to rent the vehicle for more than 31 days.

1.5.20 Vehicle Code – “SIPP”

shall mean the code established by ACRISS and published on the ACRISS website (www.acriss.org) (as amended from time to time) which identifies the classification of a series of vehicle types for rentals in Europe.

1.5.21 Special Equipment Code

shall mean the code established by ACRISS and attached as Annex 2 (or as amended from time to time) which identifies the classification of additional items of equipment which may be provided with the rental vehicle at the request of the Consumer.

1.5.22 Non-Bookable Features Code

shall mean the code established by ACRISS and attached as Annex 3 (or as amended from time to time) which identifies the classification of non-bookable features relating to cars, insurances and rental rates.

1.6 It shall not be considered a misleading practice where a failure to conform to any definition is due to the limitations of a CRS Vendor System or a Car Rental Company or Broker System. CRS Vendors, Car Rental Companies and Brokers shall use all reasonable endeavours to overcome such technical limitations without delay.

2. ORDERING OF INFORMATION

2.1 Data display provided by a CRS shall enable the Car Rental Company or Broker to accurately display information and services in accordance with the principles contained in Clause 3 below.

2.2 Every CRS Vendor shall provide Multicompany Displays which conform with this CRS Car Rental Code and shall include in accordance with Clause 3.3 below data provided by Car Rental Companies on Vehicle Codes, or by Car Rental Companies or Brokers on Rates and Rate Conditions.

2.3 CRS Vendors shall make available to Subscribers and/or Consumers the facility to order any Multicompany Display according to preferred criteria such as Location or Rate. Each Multicompany Display shall satisfy the following requirements:

2.3.1 ranking of data shall not be influenced, either directly or indirectly, by Car Rental Company or Broker identity and shall have the objective of constructing rental options that meet Consumer needs.

2.3.2 the criteria to be used for ranking data shall be applied on a non-discriminatory basis to all participating Car Rental Companies and Brokers.

3. SCREEN DISPLAY AND MANDATORY INFORMATION

3.1 All screen displays shall be clear, accurate and not misleading. Screen displays listing more than one Car Rental Company or Broker shall pertain to the rental parameters specified by the Consumer. Screen displays for an individual Car Rental Company or Broker may display more than one set of parameters including the parameters specified by the Consumer.

3.2 Without limiting the generality of paragraph 3.1 above, screen displays shall contain only information relating to vehicles, vehicle groups and Rates that are available for rental at the location and on the date specified by the Consumer.

3.3 Screen displays shall display the Rate and any Rate Conditions, for example:

3.3.1 the existence of any mileage cap or charges;

3.3.2 the existence of any geographical limitation on use;

3.3.3 the existence of any one-way limitations and/or any charge to be paid by a consumer for the facility to rent a vehicle from one location and return the vehicle to another location;

3.3.4 the existence of any requirement to purchase personal insurance cover or liability coverage or of any deposit requirement or any penalty whatsoever imposed on the Consumer who fails to purchase personal insurance cover or liability coverage;

3.3.5 the cost of any personal insurance cover, liability coverage or waiver offered.

3.4 Where any Rate Conditions are not displayed on the Principal Display the existence of such conditions shall be referred to clearly on that screen.

3.5 A statement on a screen display shall appear in sufficient size to be readily noticed, easily read and understood by the person operating the CRS Terminal.

3.6 A Rate which includes any charges which may in other rate structures be optional or non standard features shall display such charges as Rate Conditions.

3.7 Screen displays should indicate, in relation to individual Brokers, the identity of the Car Rental Company providing the car rental service at the rental location.

4. RELATIONS BETWEEN CRS VENDORS AND PARTICIPATING AND POTENTIAL PARTICIPATING CAR RENTAL COMPANIES AND BROKERS

4.1 The following principles shall govern the relations between CRS Vendors and participating Car Rental Companies and Brokers or Car Rental Companies interested in becoming participating Car Rental Companies or Brokers interested in becoming participating Brokers

4.1.1 any Car Rental Company or Broker shall have the right to participate in a CRS on an equal and non-discriminatory basis;

4.1.2 a CRS Vendor shall not require any Car Rental Company or Broker to accept supplementary conditions, which, by their nature or according to commercial usage, have no connection with participation in a CRS;

4.1.3 a CRS Vendor shall provide on request to any Car Rental Company or Broker current information on its system including criteria for ranking data and any Car Policy Guidelines and shall notify Car Rental Companies and Brokers of any changes to its system PROVIDED that this provision shall not oblige a CRS Vendor to disclose proprietary information such as software programmes;

4.1.4 any fee charged by a CRS Vendor to a Car Rental Company or Broker shall be non-discriminatory and reasonably related to the cost of the service provided;

4.1.5 a CRS Vendor shall not refuse any Car Rental Company or Broker the right to participate in its system because it is a participant in another system and shall not make it a condition of participation in its system that a participant may not at the same time be a participant in another system or systems;

4.1.6 all Distribution Facilities and loading and processing facilities which a CRS Vendor provides shall be offered on a non-discriminatory basis to any Car Rental Company or Broker;

4.1.7 a CRS Vendor shall make compliance with this CRS Car Rental Code a condition of participation in its system;

4.1.8 details of this CRS Car Rental Code shall be incorporated into all contracts between CRS Vendors and Car Rental Companies and CRS Vendors and Brokers;

4.1.9 a Car Rental Company or Broker shall notify a CRS Vendor where it considers that any provision of this CRS Car Rental Code is not being observed by any other Car Rental Company or Broker;

4.1.10 should a CRS Vendor offer any improvement to the service offered or the equipment used in the provision of the service, it shall be offered to all participating Car Rental Companies and all participating Brokers on a non-discriminatory basis.

4.1.11 a CRS Vendor shall provide in each Subscriber contract for the Subscriber not to manipulate material supplied by CRS in a manner which would lead to inaccurate, misleading or discriminatory presentation of information to Consumers.

4.1.12 a CRS Vendor shall ensure that third parties providing CRS services in whole or in part on its behalf comply with the relevant provisions of this CRS Car Rental Code.

5. SUBSCRIBER OBLIGATIONS

5.1 In the case of information provided by a CRS, a Subscriber shall use a neutral display which also conforms to the display requirements set out in Clause 3 above, unless another display is required to meet a preference indicated by a Consumer.

5.2 No Subscriber shall manipulate information provided by a CRS in a manner that leads to inaccurate, misleading or discriminatory presentation of that information to any Consumer.

5.3 A Subscriber shall make reservations and issue vouchers in accordance with the information contained in the CRS used, or as authorised by the Car Rental Company or Broker concerned.

5.4 A Consumer shall be entitled at any time to have a print-out of the CRS display or to be given access to a parallel CRS display reflecting the image that is being displayed to the Subscriber.

6. CONSUMER PREFERENCES

6.1 Nothing in this CRS Car Rental Code is intended to restrict re-ordering of data or provision of alternative displays by a Subscriber to the extent required by the preferences expressed by a Consumer.

7. COMPLAINTS

7.1 It shall be open to any interested person to make a complaint where it considers that the CRS Car Rental Code is not being observed.

7.1.1 A complaint made by a member or associate member of ACRISS shall be made in writing to the Secretary of ACRISS and copied to the CRS Vendor;

7.1.2 A complaint made by a non-member of ACRISS in relation to a member or associate member of ACRISS shall be made in writing to the CRS Vendor and copied to the Secretary of ACRISS;

7.1.3 A complaint made by a non-member of ACRISS in relation to another non-member of ACRISS shall be made in writing to the CRS Vendor;

7.1.4 ACRISS will investigate any complaint made of which it is aware in accordance with ACRISS policing procedures.

7.2 The CRS Vendor shall promptly investigate any complaint notified to it and shall take steps to remedy any misleading practice within a reasonable time.

7.3 The CRS Vendor shall endeavour to implement effective monitoring of the adherence of all Car Rental Companies and Brokers to the CRS Car Rental Code on an annual basis and should notify the Secretary of ACRISS of the results of such annual review.

7.4 Where the complaint is found to be due to the limitations of the CRS Vendor System or the Car Rental Company or Broker System every endeavour shall be made to resolve the problem.

8. ENTRY INTO FORCE

8.1 This revised CRS Car Rental Code shall enter into force on 1st January 2003.

9. REVIEW

9.1 A review of this CRS Car Rental Code shall be completed not later than two years after it has been adopted and thereafter at 2 yearly intervals or earlier if circumstances so warrant.

ANNEX 1

EUROPE

Albania

Andorra

Austria

Belarus
Belgium
Bosnia-Herzegovina
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Former Yugoslav Republic of Macedonia
Germany

Gibraltar
Greece

Hungary

Iceland

Ireland (Republic of)

Italy

Latvia

Liechtenstein

Lithuania

Luxembourg

Malta

Moldova

Monaco

Netherlands

Norway

Poland

Portugal

Romania

Russia

Serbia/Montenegro

Slovakia

Slovenia

Spain

Sweden

Switzerland

Turkey

United Kingdom of GB and N.Ireland

ANNEX 2

SPECIAL EQUIPMENT CODES

DEFINITION OF SPECIAL EQUIPMENT CODE:
OPTIONAL EQUIPMENT, BOOKABLE IN ADDITION TO THE VEHICLE AND SUBJECT TO AVAILABILITY AND LOCAL CHARGES

CODE / ACRONYM DEFINITION
BBS Baby Stroller
BYC Bicycle Rack
CSB Child seat baby – Seats determined by weight/age child
CSI Child seat infant -Seats determined by weight/age child
CST/BST Child seat toddler – Seats determined by weight/age child
LUG Luggage Rack
NVS Navigational system
PHN Mobile phone
SKR Ski Rack
SNO Snow Chains
STR Winter Tyres
TEL Car Telephone
TRH Trailer Hitch
HCL Hand controls on left
HCR Hand controls on right

ANNEX 3

NON-BOOKABLE FEATURES CODE

CAR FEATURES
ABG Airbag
ABS Anti-lock Braking System
CCL Cruise Control
CDD Computerised Driving Directions
CLS Central Locking System
DSL Diesel fuel
PAS Power Assisted Steering
RCT Radio Cassette
SUR Sunroof
INSURANCE SURCHARGE
Code Definition Comments
ALI Additional Liability Insurance ALI provides additional protection for bodily injury or death PLUS property damage
ASC Airport Service Charge Premium location surcharge applied by airport authorities for terminal and off- terminal locations
CDW Collision Damage Waiver Collision damage waiver is an optional service that relieves the customer of responsibility for any damage to the vehicle. If declined, the customer will be responsible for any costs incurred.
VLF/RFL Vehicle Licence Fee/Road fund license Government imposed levy for each rental car in the car provider’s fleet
LDW Loss Damage Waiver Renters may purchase loss damage waiver (LDW) that relieves them of all financial responsibility for loss or damage to the rental car as long as they comply with the terms of the rental agreement.
LSC Location Service Charge Premium location surcharge applied for car company rental locations in “premium” locations
PAE Personal Accident & Effects Cover See PAI/PEP – PAE is combination
PAI Personal Accident Insurance Personal Accident Insurance covers the renter and passengers if they have an accident during the rental as a driver or passenger. It covers accidental death, some medical expenses and assistance and rescue.
PEP/PEC Personal Effects Protection/
Coverage
Personal Effects Protection insures the personal belongings of the renter and the immediate family members who are travelling with the renter.
SLI/EP Supplementary Liability Insurance/Extended Protection The Supplemental Liability Insurance option covers the renter’s liability to third parties, resulting from an automobile accident in a rental vehicle to a specified maximum value for each occurrence
TP Theft Protection If the rental car is stolen, this will cover the cost of replacing it (or parts of it). Normally, however, the renter will have to pay an excess towards these costs.
YDS Young Driver Surcharge A surcharge payable by young drivers under a specified age
ID Car rental membership program  
RATE RELATED
Code Definition Comments
ADV Advance booking notice Some rates require an advanced booking period

Corporations can negotiate corporate discounted rates with car providers, which are triggered using a pre-defined corporate discount number

CD Corporate discount programme Most rates are commissionable unless they have been specifically negotiated with a corporation where the fulfilment travel agency is paid a service fee instead
Commissionable A commision is paid to the booking travel agency Airline programme allowing the accumulation of air mileage awards for a car booking
FFP Frequent flyer programme Frequent traveller number allowing the identification of the traveller with regards to a Frequent Flyer Programme
FT Frequent traveller  
Non-commissionable No commission is paid to the booking travel agency  
O/W One Way rental A car rental where the car is picked up and dropped off at different rental locations belonging to the same car provider. Depending on the provider and the type of rental, a one-way rental may incur a supplementary fee
PC Promotion code  
RC Rate code A specific product code used by the car provider to identify the product being offered for sale
REQ Request basis A car rental booking (identified as REQ or NN) which requires specific confirmation by the car rental company before being ‘confirmed’ to the customer.
UNL Unlimited mileage The is no limitation as to the number of miles that may be driven in the rental car. This is the opposite to a “time and mileage” rental where a fixed number of miles is defined, with an excess charge being applied for each mile driven by the renter in excess of the pre- defined limit
POLICY, TOPIC RELATED
Code Definition Comments
ACRISS Association of Car Rental Industry Systems and Standards  
APT    
Charles Ross-Stewart    
DL Driver’s Licence National driver’s licence
D/T Downtown location  
FPO Fuel purchase option  
GDS Global Distribution System  
RRS Railway station  
IDP International drivers permit Not acceptable for renting without a National drivers licence
T/A Travel Agent