We booked our rental car for an 8:00 PM collection via CarRentals.co.uk. After a 13-hour flight, and facing long queues at security and baggage claim, we called the location at 9:11 PM—just 71 minutes after the scheduled time—as a courtesy update.The staff revealed a crucial, unstated policy: a strict one-hour collection window. This window is wholly impractical, as the airport bus ride alone takes 40 minutes and runs every 30 minutes. The collection window was not included in our agreement terms; we were told it was only detailed on their website.Upon arrival at 9:18 PM, the staff had already given our reserved vehicle to someone else. The only available car of a similar size required a 40% increase in cost. The staff member was consistently rude and unhelpful, strictly enforcing the policy. After arguing and refusing the upcharge, our family (including two children who were in tears after 17 hours of travel) was left without a car. This felt like a deliberate scam
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