Review Time
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.
This company has no interest in customer values. Considering their locations are near the airport no consideration is given to customers who have delayed flights. Despite emailing the company well before my booking time and asking for the booking to be held for an extra couple of hours our car was given away and we incurred an extra £648 as we had to upgrade. We were half an hour over the 2 hours they hold the card due to long queues when arriving at the depot. This is absolutely disgusting. They ask for your flight number while booking, not sure what this is for when they are clearly not checking flight status and customer arrival. My experience has left me very disappointed and I will not use this company again. Unfortunately due to us arriving at 7pm at night we we had no option to go ahead and pay for the extra cost as otherwise we would have been stranded.Just to add your generic reply is proof you do not consider customer value. I already sent an email to try and resolve however reply took no accountability, I had no choice to pay extra and was backed into a corner. Shame on you
Really straightforward and helpful. I had not added my flight, and booked for earlier than I needed. A quick phone call assured me that all was ready for me and they would wait. When we arrived, Scott dealt with everything in such a friendly fashion with the kindness and efficiency that is so nice at the end of 25 hours of travelling
Worst experience at a car hire company in 35 years. The service desk is unhelpful sullen and unpleasant. Also requirements are rediculous 2 proof of address, seriously? Plus who reads the small print when booking car hire? Also Uk license not good enough for proof of address, government issue vehicle registration with name and address also not good enough. Plus they Claim they are an airport rental company but they don’t tell you that you have to wait for a bus for more than half an hour and it is a bus drive from Edinburgh airport. It is also no wonder that staff are allowed to treat customers in such a dismissive way because there is no manager on site and the same staff refuse to give their names.If this review helps someone make an informed choice then this whole rotten experience will have served some good.
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