I have used this company more than 20 times in the last 18 months as it is generally the cheapest option available at Gatwick. Unfortunately, with low price comes very shabby customer care.Whilst I have had many acceptable experiences (credit to Zac and Amar on the reception desk, great lads), there have been just as many completely unacceptable events. Regular queues of 45 minutes to collect a car despite having checked in online. Several times asked to pay extra for an upgrade despite not wanting it (as my class of vehicle was not available, despite being booked and pre-paid). If you argue long and hard they will relent, but it is a battle. Last weekend I arrived at 7.35am for a 7.30am pick up, and was told my car wouldn't be availabe for 25 minutes as it was being collected from the overflow car park. I returned at 8am and was told without apology or any explanation that there was no car available for a further 2 hours (due to "fleet issues"). It was clearly untrue that it was on the way from the overflow..The week prior, I returned my car at 7am (the office opening time). The office was closed. I put my keys in the drop off box, then realised my phone was still in the locked car. No staff appeared at the office until 7:45am to access the key, (by which time there was a queue of several angry customers waiting to be served) so I missed my flight.I frequently witness customers being given no option other than to pay £35 daily insurance as they are unaware of the £1500 CREDIT CARD ONLY deposit required. These are Drivalia rules, but many customers are unaware, and there is a complete intransigence towards customer experience. No debit card or cash compromise. The alternative is your booking cancelled, and good luck with the refund. The overall impression is that the staff in the office fall into two categories:1) do not care, slightly vindictive.or2) do care, trying hard, but unable to provide customer satisfaction in the face of a poorly run (dis)organisation. Using Drivalia is like flipping a coin, it might be ok, but it might be dreadful and occasionally extremely inconvenient.
Claim your business profile now and gain access to all features and respond to customer reviews.
