We contacted their customer service about a flight delay and were told they would notify the depot. Our booking was for 5:00 pm with a two-hour grace period. We arrived at 7:15 pm, then waited over 40 minutes to be served.When we finally got to the desk, we were told our car had been given away and our booking was only considered “reserved.” The only option offered was a so-called “upgrade” at an extra £600+.Every other car hire company I’ve used has honoured the booking or provided an upgrade at no extra cost. Here, despite following their own process and informing them of the delay, they still refused.In my opinion, this feels like a scam.
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