Review Time
We arrived in Manchester from a long haul flight to pick up car, having booked from Australia. After a few issues of clarifying the booking, the staff were great - especially Musti and Thomas Carr. Musti made our experience so easy! He was extremely knowlegeable, talking to us to establish our main requirements and made us feel comfortable straight away. Musti made our experience simple.
Very bad experience with Alamo/Enterprise Heathrow Airport Christmas period 2024 - ended up costing us far more than the fixed fee quoted at online booking. We attempted to get resolution by phone (were told to email); by email - never got any response. We have used Alamo/Enterprise many times over the years with no problems, but this time the experience was bad and they are now on our lifelong block-list.
Booked a car in March 2024 via Alamo Uk prepaid voucher costing $1004 for a full size luxury SUV, saving off $160 for collection date - 22/12/2024 in Tampa USA, upon our arrival , Alamo tampa did not have any full size luxury SUV available and stated there is only 2 of you, please choose a vehicle from a lesser class and you will be only charged for class, I explained I did the booking via pre paid, Tampa Alamo stated we have a credit card on file and it will be credited with the difference, due to my wife disability ( that's why we booked a full size SUV not to do with how many people in our party plus if we book a certain class, it should be available to collect) and the needed to take medication, We took a vehicle which only cost $815, on the date of return , I asked again about the credit / refund, explained again what happened and I did pre-paid, Alamo started that I would get $189 refund and gave me a receipt for $815 .I returned the UK, 7 days pasted, still no refund, called Alamo UK, They can't help as the voucher/ my booking was transferred to Almao USA, I called them, The credit of $189 was on file, Alamo said they would escalated to accounts and I would receive a call / email and refund within 24hrs, nothing, 7 more days pass, I called Alamo USA again, they told me it was escalated to accounts and they are working on a way to pay you !!! I stated that they have a credit card on file, can't you refund that ?? Alamo said No, we can only issue a refund to a credit card when there is amount due ( cost of car rental ) but in my case there is no amount due, as I did pre - paid , we can't refund you as its not our policy !!!!I called Alamo UK as I prepaid through them, they didn't understand, declined talk to Alamo USA on my behalf and stared that it wasn't there concerned, I asked both Alamo UK and Alamo USA for the escalation process so I get my refund / credit and they both said you can't escalate this matter !!!7 more days past , called Alamo USA again, the agent stated once again it's with accounts and he will escalate it and I will get a call/ email and refund with in 24hrs, Still nothing, now 24 days later.So please avoid doing pre paid as if your class of vehicle is not available and you take a lesser class, you will be over paying and chasing a refund like myself, Its a shame Alamo use to be a class leading rental company and now just seems to be running a scam !Paid $1004 in full 9 months before collecting vehicle, non was available, took a vehicle which was worth $815 with Alamo knowing for well that they won't issue $189 difference as a refund due to not being their Policy.Completely unacceptable how you treat your Customers.
I booked with this company, based at Glasgow airport, for the first time 3 months ago. Their policy does state that I would need to leave my credit card details. I only had a debit card and was told that would be absolutely fine. 3 months later, I booked with them again - expecting the same to apply. Not so. I was told that I could not have the car I had reserved as I did not have a credit card. I said that my husband would ring them with HIS credit card details. This was not acceptable as his signature was required. So I was stranded, in the dark, with my suitcase and no way of reaching my final destination. Thank goodness for Europcar, without whom I have no idea what would have happened. I had a rental car from them, paid for with my debit card withing 15 minutes. Absolutely shocking service from Alamo. Will not be using them again
If I could give zero stars, I absolutely would. The service I received was appalling. I booked a car through Rentalcars.com and received a confirmation for pick-up at Manchester Airport. This was clearly a local hire, as stated on the booking form, and entering a boarding pass number was listed as optional.When I arrived at the hire desk, the agent—who looked visibly bored and frustrated—took my documents and spent five minutes tapping away at his computer before disappearing into the back office for another five minutes. On his return, he told me I was being refused the car because I didn’t have a boarding pass, claiming it was a condition of hire.I explained that I didn’t have a boarding pass because I hadn’t travelled by plane—this was a local hire. He then, clearly thinking he was being funny, asked for a ferry or train ticket instead. His tone was rude and obnoxious, and the way he spoke to me was completely unacceptable.I asked to speak to a manager. With an eye roll, he disappeared again, and after another wait, the manager arrived. Although the manager was far more polite, they simply repeated the same point: I was being refused the car because I didn’t have a boarding pass.This is an utterly ridiculous rule and an enormous waste of my time. The entire experience was frustrating, and the poor attitude of the agent made it even worse. Very poor service. Avoid if you can.
We reserved a car in UK at Glasgow Airport via booking.com. It was paid and confirmed. But when we arrived to the Alamo counter, the representative run some "address check" on my UK driver license, said that it "does not go through", and refused to give me a car. We asked her to check my wife's DL and she said that "it did not go through either". We called for the manager, but he said he cannot do anything. Our DL address is the house we own, where we lived for last 13 years, and we never had any issue with any checks before. Note also that our DVLA check went through with no problem, and Alamo terms and conditions do not mention ANY additional checks. We were forced to turn to another company (SIXT) across the hall. It had no issue with our DL addresses, checks etc and gave us a car, but we had to pay twice more.
Alamo - Belfast International Airport Great service overall and super car, slightly marred by being very understaffed on collection day. Notwithstanding that, it was the usual friendly helpful professional service with a car in great condition. The return was easy and quick and equally friendly. Highly recommended.
Alamo had refused to offer me the vehicle. and been told that I am from local without flight information. So can not rent the vehicle to me. Staff name is Simon. I have informed this incident to the branch manager Thomas Carr. He said that Alamo is not update the terms and conditions with carjet yet. I have emailed carjet for refund. always autoreply.No one is dealing my issue. please have my money back. ALL MY JOURNEY HAD BEEN CANCELLED BECAUSE OF CARJET AND ALAMO'S TERMS AND CONDITIONS.
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