If your flight is delayed. Please ensure you change your time of arrival in the app and pay the difference before you go to the desk on landing. They advise you to call them, but that is a complete waste of time. (one lady kept them updated 4 time, same result). They do not hold your car after 2 hours (generous they say), but they do not advise you of this when you call. Around 6 of us were greeted with a smiling going to do my best for you employee (I wasn't convinced I had seen him in action before) "But my hands are tied, all the small cars have been reallocated and it going to cost X to upgrade" which you can accept and pay or lose what you have already paid as a no show. We were told we were lucky we had booked direct and it cost an extra £160, bear in mind it was 9.00 p.m. after a 2 and a half hour flight delay, 30 minutes wait at the airport to be transferred, and a wait at the desk as only one person was on duty. We couldn't get through by telephone as directed when we landed and had to hope there was space for us on the minibus. All in all not the experience we expected, I have complained to customer services but I am not hopeful.
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