Hi, I have had the absolute worst experience with Drivalia in regards to my hire car that I booked through booking.com. I paid for this car (in full) in January, 5 months prior to our trip. My wife Deborah, myself and our 21 month old son decided to do a trip back to the UK to visit family. Unfortunately, our flight from Perth, WA got delayed 3 hours which we spent inside the airplane on the tarmac. This delay affected our connecting flight from Singapore which we missed by an hour and we weren't made aware of this (sometimes they delay the connecting flight too) until we were in the air without reception. This delayed our arrival to the UK 8 hours. We landed in Heathrow and got the bus directly to the hire car place "Drivalia". As soon as I walked in there was a guy asking about making a complaint. Then there was another guy also having issues. I had a bad feeling straight away. I walked to the counter and asked to pickup my car. They said It had been cancelled and that ALL bookings delayed more than 30 minutes get cancelled unless they're advised prior. After 30 hours from when we got on the plane at Perth to be told this was absolutely devastating, also quite annoying as we had paid for the car over 4 months prior, so didn't think they could give it away that quickly. Also funnily enough they canceled the booking but made no effort to refund. They told me I had to start the whole booking process from start, and pay More, a lot more, for a smaller car that wouldn't have fit our cases and car seat. The attendant kept saying "it's in the terms and conditions". I questioned where. It says about late fees and not being able to access the car if out of hours but it DOES NOT say they cancel the booking altogether. It doesn't make sense. For their own organisation of staff I can understand they would want an idea of when you pick it up but if I decided not to pick it up till 2 days later, I've just paid for it to sit in their yard- I was still there on the day and had a valid reason for being late. I also had my flight details attached to my booking so they could of quite easily found out that we wouldn't be able to make the booking in that timeframe. They then told me along with at least one other person to make a full payment with them then try get onto travel insurance or cancelling with the original company. We ended up leaving the premises without a car and had to pay $418.36 to get a taxi to the address we are staying. This whole experience was so much worse the fact we had a screaming toddler with barely any sleep for the entirety of the flight. Absolutely no compassion was shown! Just a cheeky grin from the guy at the counter trying to scam us out of more money
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