Dreadful experience at the Gatwick - North Terminal branch!1. the customer service team, with one honourable exception (Zak), were rude, unhelpful and patronising and need proper customer service training (or sacking, bluntly).2. the customer should not be expected to have to validate the state of the car by photos or videos, which was requested by the manager after I refused the “extra” insurance.3. It should be a given that a deposit receipt for the excess should be given immediately.4. The first car offered to me shouldn’t have been on the road at all! It was clearly deficient in several key respects. It had multiple scratches, virtually no fuel, the oil light was showing red with a message saying “oil level very low” and there was a further message saying “the car needs maintenance, please find directions to the nearest garage”!5. this habit of trying to upsell unnecessary and extortionate insurance should be stamped on if the customer clearly doesn’t need or want it.6. I received no condition report for the first car that was offered (I rejected it as above) . If it can’t be run off at the check in desk then it should be sent by email within minutes so the customer can compare it with the actual car.The whole impression was of a branch that really couldn’t give a fig for customer service and thought nothing of sending out a car that shouldn’t have been on the road at allThe whole process took nearly three and a half hours from arriving at the check in desk to driving out of the airport!P.s. I’ve already made a formal complaint via “Manage my Booking” so don’t bother with the standard Drivalia response…
Claim your business profile now and gain access to all features and respond to customer reviews.
