Review Time
Disappointing experience with Planet Rental Cars.
When I picked up the car, I clearly explained that my own vehicle had suffered a major breakdown and that it was expected to be returned to me on 3 March 2026. Because of this, I only booked the rental until 6 March, after the desk staff member said he would speak to his manager and that I might be able to get a refund if I returned the car early.
However, when I later asked about the refund, I was told that no refund was possible because the booking was prepaid and the insurance cost was fixed. This was not communicated clearly at the time of pickup, and it felt misleading to suggest a refund might be possible if it never actually was.
Overall, the communication at the counter was unclear and left me with the wrong expectations.
Our experience with this planet rental car hire has been very bad. First they book our booking and when we went to pick up the car, their supply asked uk full driving license. There was no such clarification when we were booking. We had an international license and they gave us the car. We had car hire many times before but this has not happened to us and we were disturbed on the airport road with our one year old child and their supply is very bad.
Very Stressful Experience – Would Not Recommend
Our pre-booked car rental at Cologne Bonn Airport was cancelled without notice, allegedly because we had not provided a flight number — which was incorrect, as we had included it at the time of booking.
Travelling with a small baby, we urgently needed a car. Instead of refunding the £65.02 already paid, we were offered another vehicle which they called an upgrade, for an additional €200 — more than double the original price. We felt we had no choice but to accept.
After loading all our luggage and the baby’s car seat, a brake warning light appeared, making the car unsafe to drive. My husband had to return to the desk, change vehicles, and reload everything. The following day, the windscreen washer fluid was frozen in cold weather, forcing us to buy supplies ourselves.
Overall, the lack of communication, unsafe vehicle, and unexpected extra costs caused significant stress and inconvenience. A very disappointing experience.
Ordered a car to pick up the next day and cancelled within 2 minutes as realised I didn’t have the required pre-authorisation amount on my credit card upon collection, and would need to arrange an increased limit. Company charged me 2 different amounts- one taken from my account and the other a pending transaction. Was offered 80% refund. Can’t help but feel this is a scam - a company able to make £££ off of someone’s misfortune within not even 5 mins.
I arranged a hire car through the service and was given a pick-up location in Mount Vernon, Glasgow that simply doesn't exist. Upon arrival, the support team dismissed my concerns and instructed me to contact another provider directly, even though my agreement was with them. I ended up spending £50 on a taxi to reach a legitimate branch. When I finally got a car, it was a smaller model than what I had originally booked, which was particularly frustrating given my need for extra boot space. I submitted a formal complaint on 3 January, followed up on 7 January, and escalated on 8 January. By 12 January, I had yet to receive any response. I've now had to take the issue to my credit card provider under Section 75. The service has been incredibly poor, completely unresponsive, and they have shown no accountability for their mistakes. I cannot recommend this service.
Complete disappointment with the rental service. I arrived at the airport on December 24th after booking a car in October, only to find out they had no vehicle available due to an accident. While such incidents can happen, the lack of support that followed is inexcusable. They left me stranded, with no alternative car available, and insisted I search for other options myself. Additionally, they stated I would only be reimbursed if I found a car within a similar price range, and I couldn't acquire extra insurance despite having already purchased coverage from them. Extremely frustrating experience!
AVOID THIS SERVICE! They utilize third-party access to major rental companies and do not work directly with them. I booked a vehicle for collection at £101.56, but when I arrived, they told me my recent address change wasn’t reflected, despite being on the electoral roll and having all my billing registered. Consequently, they refused to rent me a car (I walked to a nearby rental service and secured a vehicle in just 19 minutes). After two weeks of follow-ups, they offered me a mere £18.56 as compensation. I contacted my bank for assistance, and they were stunned that I was being charged £80 after my booking was canceled. I also reached out to the rental service, and they claimed they were still waiting for a response from their partner, even though I was at the partner's location. They ultimately managed to provide a refund of just £18 after two weeks. AVOID THIS SERVICE! They also conceal their terms and conditions, so consider yourself warned.
Avoid this service! They access mainstream rental companies through a third party and do not work directly with major brands. I booked a car for £101.56, but when I arrived to collect it, they claimed my recent address change was an issue. I went to a competitor and got a car in under 20 minutes. After two weeks of follow-up, they offered me £18.56 as compensation. I contacted my bank, and they are working on recovering the amount. The representative at the bank was shocked at how they handled my booking and charges. I also contacted the rental service, and they were unhelpful, only offering a minimal refund after two weeks. Steer clear of this company!
This has been the worst car rental experience I've had. Do not use this service! I called multiple times to confirm my reservation for the following day, yet upon arrival at the airport, I was told there was no record of my booking, and I was still charged. When I requested a refund, they only offered me £15 for a reservation that cost over £100. The customer service was shocking. I strongly advise against using this service!
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