I had a truly shocking experience with Drivalia (Booking ref. 2596****, 04/09/25).I arrived at the office shortly after 10am to collect the car I had already booked and paid for online. The atmosphere was chaotic — long delays, confused customers, and staff giving out contradictory and incorrect information about insurance.When it was finally my turn, the manager dismissed the full insurance I had already purchased and tried to pressure me into buying one of three handwritten options he scribbled on a piece of paper. When I questioned this, he was rude, dismissive, and treated me with clear disrespect. As a foreign national, speaking with an accent, I strongly believe I was treated in a racist and discriminatory way — made to feel unwelcome and belittled.Incredibly, instead of completing my booking, he refused to give me the car and even called the police to have me removed, despite me remaining calm and respectful throughout. I left without the vehicle I had paid for, humiliated and deeply upset.This behaviour is unacceptable from any company, but especially one operating under EU consumer protection law and the European Commission’s Code of Conduct for Car Rental Companies. Drivalia failed to honour a prepaid booking, attempted to sell unnecessary extra insurance, and treated me in a discriminatory manner.Avoid this company at all costs.
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