The rudest and most passive aggressive customer service I've ever experienced. I hired a car from the Edinburgh branch yesterday. We were flying from Bristol to Edinburgh but my car broke down on the way to Bristol so we missed our flight. We managed to rebook and were expected in Edinburgh around 5.30pm. I rang the Drivalia number as soon as I changed flight and told them we'd be there around 5.30pm. The woman said this would not be a problem.At Edinburgh Airport the shuttle bus took over half an hour to leave (although the driver was lovely and apologetic about the delay). We got to the car collection office and queued for around half an hour before being 'greeted' by the agent. There were various condescending questions and responses from him before he told me they were trying to find a car for me. In the meantime, he got me to fill in the paperwork even though they couldn't guarantee they had a car for me. I had a question about the insurance I'd already taken out with Booking.com and he said it didn't cover me hiring the car (it did) and he then charged me a £117 late collection fee (even though I'd called ahead to let them know I was going to be late). Lots of other issues with the way i was spoken to by this man.I've hired a lot of cars over the years. This was my worst experience ever. I will be making a formal complaint.
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