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The worst car rental company i have worked with . DO NOT RENT FROM DRIVALIA!!!! TERRIBLE!!!I arrived from my flight at Bristol airport that was slightly delayed arround 16:00, I had to walk to DRIVALIA, that closes at 17:00 to pick up my car that I had booked 2 mouths before and wen I arrived i was dealing with an extremely rude and unpleasant man at the desk that all he was doing was trying to close up because it was almost 17:00 to close time and what happened was that my credit card didn't go through for no reason because it was working fine and worked fine after that so I wasn't able to pick up my car and even worse was that the man once again because of his hurry rent out the that was supposed to be for the to another customer behind me on the spot ! Terrible experience in every way Terrible!!!! Terrible!!!! Terrible!!!!
Please read before booking... I booked a car with Drivalia having previously used them at Bristol and found it a good experience and seeing largely positive reviews on here. However I feel thoroughly let down by my recent experience where I can only describe myself as being victim of a scam. I had booked direct through the Drivalia website and prepaid to ensure that I was best placed to have success based on reviews here. However my flight was 2 hours delayed. I rang the contact number whilst on the plane waiting to take off to inform them of this.When I arrived at the branch I was told I was more than an hour (90 mins) after my booked pick up time so the 'car had been returned to the pool', although my 'booking stayed open because I had called'. After much back and forth, I'm told that the car I had booked and paid for already wasn't available and I had to pay a 'late upgrade fee'. This worked out at another £200 (original rental was only £120!). When searching for a new booking their website only charged £220 and still offered the car I booked.I had the choice of lose what I had already paid and go somewhere else to find a car, or pay this additional fee. I told the agent I felt like he was robbing me. He did his best to placate me with a free half tank of fuel and a free additional driver but that does not replace me £200 out of pocket. This policy is absolutely ludicrous for an airport car rental where customers will regularly be delayed. And whilst the policy is printed out and front and centre on the desk in their office, it is buried in the terms and conditions when you book with nothing explicit in any communication. It is an absolute scam to extort more money from people.Main issues:1. Regardless of if a car is picked up or not, if it is fully paid for it should not be 'returned to the pool'.2. When calling to advise of the delay the agent who it appears wasn't at the branch should have updated the booking to a new estimated pickup time and informed me of this policy.Ultimately I would strongly recommend anyone flying in not to use Drivalia Gatwick, or at the very least, book a pick up time a long time after you think you will actually arrive.Terrible policy!
So the "Late arrival" policy completely sucks. My flight to Heathrow was delayed and I get termed a "no Show" because I had no chance of getting there before they closed in the evening. I didn't even know that I only had 59 minutes to pick up the car - I was still in the air at this time. Hence, I had to take a taxi home, then a taxi back (neither of which I wanted) early Saturday morning @ 7.55am to find that my car has already been re contracted out, and the only car's available were 3 times the price. Moral is don't book a car unless you are 1000% certain that you can pick it up at a specific time as, even though they have been paid, they will use you as an excuse to re-let the car. Hence I have lost my car for a week and i paid for the privilege of not getting it....
I personally have never used Drivalia, however my son who lives in Ireland use them regularly. His last visit over to see us was on 3rd October when storm Amy was on the rampage, his flight from Knock to Liverpool was delayed by 4.5 hours, meaning he was almost certainly not going to make the 8pm closing time at Drivalia, I called Drivalia at Liverpool airport and spoke to Stuart, explained our dilemma and he said he will track the flight and stay as long as possible, Eamonn collected the car and was on his way to Leeds at 19.58 - Stuart even called us to let us know he was in the way. What an amazing asset Stuart is to Drivalia, thanks again Stuart. Xx
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