Review Time
Really poor customer service and communication. No effort to help change the booking when we accidentally added the wrong driver. Spent hours trying to figure it out and had to wait back in the line each time again to communicate with them. When we got a lower quality car at last, it was more expensive than our original booking and was given to us with almost no fuel left.
I have rented from Drivalia at Stansted before and they were great, so I decided to use them at a Heathrow for a 7 week rental this year.The girl that served us at pick up at Heathrow was courteous and helpful, the car was near new and drove really well except for the flat time warning going off every few days. We tried to inspect the car as well as we could but rain and fading light were a limitation.However on return it was a totally different experience!After I had parked the car, their employee eventually dragged himself away from chatting to other employees and came to check me back in. I was the only customer returning a car at the time. He spent an inordinate amount of time trying to find some damage to the car but was finally ‘rewarded’ with a small tear in one tyre and a slightly scratched trim on another wheel.For that I was charged £375, including a £70 ‘service fee’.Make sure you inspect every INCH if you are silly enough to rent from Drivalia Heathrow! I guess Drivalia will respond with their usual platitudes about all the complaints, ie: sorry, we care, log onto Manage Your Booking, etc - but will do absolutely nothing about it!As you can see below - the usual disinterest from Drivalia! They couldn’t care less!
We had an excellent experience with both the Heathrow and Gatwick branches of Drivalia. We did have a short wait at Heathrow, but you added your name to a list and we were seen within 30 minutes. Drop off was handled by Amar and was very smooth. Both branches had friendly staff.
I booked a car a couple of times now and every time via Drivalias customer service.James Morris, was a great help every time.Answered quickly, gave me a great offer and understood exactly what I wanted to change.Best customer service I have ever experienced so far.
This company is revolting in their treatment of customers.Expect to wait 2 hours to pick up your car. Always understaffed.Expect to be charged for pre-existing damage.They will tell you your car is cancelled, force you to rebook at a LIVE price, they will force you to buy their insurance or they won’t pay you. Some thoroughly unpleasant staff there, you could blame the system/their lack of leadership/ability to change but well… they choose to work there! And are trained to be horrific to customers. They target transatlantic tourists who lack agency and know-how.They thrive on ‘gotcha economics’, do you enjoy stress, seeing random charges added to your credit card? Go for it
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