Extremely Disappointed – Unacceptable Customer ExperienceI am absolutely horrified and deeply upset by the way I was treated during my recent visit. I arrived 1 hour and 30 minutes early for my 10:00 AM car hire booking due to a last-minute change in flight times. This was caused by the opening of Iranian airspace following recent conflicts in the Middle East — something entirely out of my control. I received the confirmation of this change only the day before and, unfortunately, didn’t have the opportunity to call ahead and rearrange.After 10 hours of travel, no sleep, and returning home due to a very upsetting family emergency, the last thing I expected was to be met with annoyance and unprofessionalism. The man at the counter was visibly irritated that I had arrived early. Instead of showing any empathy or understanding of my situation, I was told the only way I could take the car early was to pay an additional £23 per day to lower the excess. This amount was then suddenly dropped to £17, and then to £12 — which made it clear this was simply a pressure tactic to upsell, not a policy.He insisted I had no cover whatsoever, and said that if I scratched the car, I would “most likely” have to pay £1,500 — despite me clarifying that this should be “up to” that amount. His answer made it clear this was a scare tactic, claiming the inspection company they use ensures every single mark is charged, not like a “backstreet place.”I was essentially strong-armed into paying more money I didn’t have just to take the car 90 minutes early — something many companies would accommodate with a bit of flexibility and compassion. Because I couldn’t afford it, I was forced to wait until 9:45 AM — while watching other customers come and go without the same treatment.What’s worse is the stark difference in tone and behaviour he had towards male customers — friendly, helpful, smiling — a complete contrast to the cold, pushy and dismissive manner I received.This is my fifth time using this company, and I have never been treated so poorly. Another customer who came in during my wait also complained about being aggressively pressured to purchase full excess protection, using the same pushy tactics.They boast about their 10/10 Google reviews for clean cars — but what they desperately need to work on is their customer service and attitude, especially towards women and vulnerable travellers.Two visibly upset customers in one morning should be a wake-up call.
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