Review Time
It doesn't matter who serves me at Luton Branch, they are all so helpful and professional. What a lovely bunch of staff!Today I had Mark & Alexandra serving me.Always give the best service, each and every staff member. Booking through the bookings team via telephone, the staff were also awesome and understanding to any difficulties faced. Everything was dealt with swiftly and to the best possible solution.Drivalia never let me down!
I was given clear, concise information, a helpful and speedy response. I’ve used this company a couple of times before and the service has been equally as good when I arrive to pick up the car. I don’t have a credit card so I like the personal service to ensure that my debit card will be accepted. 👍
Had to pay more than double the price to get my car, as I was late picking it up. Apparently after 4 hours the "system" reallocates your car, and conveniently the only car they had available now is an upgraded one. Even though I could still make a new booking for the same size car that day... They mention innovation in their marketing, the system really does not seem very innovative. A bad experience, I won't use again. No blame towards the staff, they were good, but just seems typical of the scams associated with car hire
Extremely Disappointed – Unacceptable Customer ExperienceI am absolutely horrified and deeply upset by the way I was treated during my recent visit. I arrived 1 hour and 30 minutes early for my 10:00 AM car hire booking due to a last-minute change in flight times. This was caused by the opening of Iranian airspace following recent conflicts in the Middle East — something entirely out of my control. I received the confirmation of this change only the day before and, unfortunately, didn’t have the opportunity to call ahead and rearrange.After 10 hours of travel, no sleep, and returning home due to a very upsetting family emergency, the last thing I expected was to be met with annoyance and unprofessionalism. The man at the counter was visibly irritated that I had arrived early. Instead of showing any empathy or understanding of my situation, I was told the only way I could take the car early was to pay an additional £23 per day to lower the excess. This amount was then suddenly dropped to £17, and then to £12 — which made it clear this was simply a pressure tactic to upsell, not a policy.He insisted I had no cover whatsoever, and said that if I scratched the car, I would “most likely” have to pay £1,500 — despite me clarifying that this should be “up to” that amount. His answer made it clear this was a scare tactic, claiming the inspection company they use ensures every single mark is charged, not like a “backstreet place.”I was essentially strong-armed into paying more money I didn’t have just to take the car 90 minutes early — something many companies would accommodate with a bit of flexibility and compassion. Because I couldn’t afford it, I was forced to wait until 9:45 AM — while watching other customers come and go without the same treatment.What’s worse is the stark difference in tone and behaviour he had towards male customers — friendly, helpful, smiling — a complete contrast to the cold, pushy and dismissive manner I received.This is my fifth time using this company, and I have never been treated so poorly. Another customer who came in during my wait also complained about being aggressively pressured to purchase full excess protection, using the same pushy tactics.They boast about their 10/10 Google reviews for clean cars — but what they desperately need to work on is their customer service and attitude, especially towards women and vulnerable travellers.Two visibly upset customers in one morning should be a wake-up call.
Absolutely appalling car hire company. They are completely dishonest. I knew they were dishonest as soon as they tried to charge me extra for supposedly arriving 1hr after my booking time not taking into consideration that I was waiting in line for 30mins. Then when I returned the car they tried to charge me £250 for the tiniest of scratches on the wheel which had clearly been there for a long time. To top it off the rudeness and arrogance of the staff when you try a prove your innocence. They just went and charged my card without my permission. I will be disputing the charge with my credit card company but for goodness sake avoid these thieves at all cost.
Had a great experience with Drivalia, got a brand new Skoda for a month of our travels seeing family in the UK. No issues at all, friendly and efficient. Will use again and recommend to friends. Danny dropped us off in our hire car the airport too so didn’t have to change cars for our free transfer
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