Although the prices are low, the cost saving really wasn’t worth the sub-standard service. We waited an hour (longer than our flight from Birmingham to Edinburgh) in a room full of people with not enough seating. By then our toddler was understandably restless, and only after complaining was another member of staff brought out who moved us up the queue. The staff seemed oblivious to the waiting time and there was no sense of urgency. While there are toilets on site, there are no baby-changing facilities, which caused additional issues for us due to the length of wait. When I asked, I was told bluntly “we’re a car hire place, you’re lucky we even have toilets”.When we finally got the car we were very disappointed with the child seats provided. Despite the cars being new with ISOFIX, the seats available were cheap, seat-belt fitted models that didn’t feel secure or properly cleaned/maintained. Staff said they couldn’t assist with fitting them or provide the manufacturers instructions due to liability reasons, and simply advised us to “look on YouTube.” This was made even more difficult because they can’t even tell you the model of seat. After repeated attempts to fit several different seats safely, we gave up. For our child’s safety, we requested a refund and chose to hire from Avis at the airport instead (whose child seats are all ISOFIX).Despite being promised a full refund by the branch manager, Steven Brady, before making the decision to walk away, I have since been told I cannot have one. As the booking was made through EasyJet, it is down to them to process a refund. Easyjet have refused, hiding behind their terms and conditions stating the booking was non-refundable, despite the equipment on offer being unsafe. All I will get is the child seat cost refunded as this was paid direct to Drivalia, although this will take up to a month to receive. So far Drivalia are taking no responsibility for promising me a full refund.Overall I would not recommend this company to families or anyone expecting reliable or trustworthy service.
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