Returning a rental car might no longer end with a wave from a staff member and a clean record. Some travellers are finding that unexpected charges appear days after their trip ends. In one recent case, a couple was charged £180 for a scuff that neither of them noticed, and the only explanation came via email from a chatbot. Human staff had already cleared the car. This wasn’t an isolated case.
Car rental companies like Hertz and its brands, including Dollar and Thrifty, have begun using AI scanners at key locations, including Atlanta, Newark, and Houston. These scanners evaluate returned vehicles for even minor damage and automatically issue charges. Customers often only find out when they see a charge on their credit card. This system operates without live confirmation and, in many cases, without adequate explanation.
To minimise exposure to these types of charges, travellers should take multiple photos of the rental car when picking it up and returning it. It’s helpful to request written confirmation of a clean return and to check whether AI is used at the specific branch. Credit cards with built-in rental protection can also be beneficial in resolving disputes.
Hotels Are Charging for Environmental Violations
The hotel experience is facing similar shifts. Certain properties now use AI-powered air sensors designed to detect smoking and rule violations. These sensors have reportedly misidentified hairdryer steam or aerosol sprays as breaches, resulting in fines of up to $500. These charges are frequently processed after checkout and may not be preceded by a warning or opportunity for appeal.
To reduce risk, travellers can ask hotels about their use of in-room sensors. It may also be useful to limit the use of sprays or hairdryers in enclosed spaces and to conduct a room inspection with staff before leaving. Requesting a full breakdown of charges before checking out can also help prevent surprises.
Pricing That Changes in Real Time
Airlines and hotels are also adopting AI for price setting. It is becoming increasingly common for two people searching for the same flight at different times or devices to see different prices. AI systems are behind these discrepancies, adjusting fares based on location, browsing history, and even device type. Delta, for instance, applies AI-based pricing to a growing portion of its domestic flights.
Users wishing to maintain relative price consistency may want to use private browsing modes and clear caches before booking. Monitoring the price from different booking platforms at off-peak hours, say, midweek or late at night, may uncover some price differentials. Testing out searches via mobile and desktop devices might be an added help, too.
Disputing Charges with Automated Systems
Customer service is another area impacted by automation. Increasingly, complaints are handled by chatbots that struggle with nuance or fail to properly process evidence. One UK traveller faced a £300 damage fee that was incorrect, but automated support ignored the documentation. A bank chargeback eventually resolved the situation, but only after a significant delay.
Keeping detailed records, including photos, receipts, and email correspondence, is critical. Tools like Proofr can help organise this information. If an automated system fails to resolve an issue, requesting escalation to a human agent is essential. In some cases, initiating a chargeback through the bank or credit card provider may be necessary.
Limited Disclosure and Opt-Out Options
At this time, most providers do not offer an option to opt out of AI-driven billing or pricing. Few disclose whether AI tools are in use at all. Travellers booking flights, hotels, or car rentals can benefit from asking direct questions about these systems before finalising a purchase. These include enquiries about damage detection technology, automated billing, and dispute escalation options.
To help stay prepared, use incognito browsing with a VPN when comparing prices. Document the condition of rentals and hotel rooms, and ask for confirmations in writing whenever possible. After the trip, scrutinise credit card statements for any unexpected charges and be ready to question any irregularities without delay.
Keeping Informed in an AI-Managed Environment
As AI finds more use in the travel space, major fare practices and transparency come under question. Price fluctuations based on aggregate user data, automated fines, and grievances handled by machines have all become common misdemeanours. Travellers who educate themselves, keep track of their experiences, and take charge of the booking process will be better prepared to sail through this changing landscape.