Review Time
I hired a vehicle via the ryanair website and purchased the Thursday party insurance package for around €35. I then discovered that I would need to put down a credit card in my own name as a deposit. No problem, I didn't have one I my own name but I had over a month to sort that out. However, just to check this was indeed necessary, I emailed drivalia customer services and asked if it absolutely had to be in my name or if I could use my mothers card. I then received a telephone call from the stansted office. The young lady I spoke to was seemingly very helpful. She said that for a deposit it must be in my name however if I cancelled my third party insurance policy and purchased the drivalia insurance policy, it would be the same price and I wouldn't need to put down a credit card as there is no third party. I clarified on the call that it would definitely be the same price. She ensured me it would. I believe she even checked herself. Grand. Or so I thought. When collecting the car I was informed that drivalias insurance was actually €35 per day and I was given the choice of either coughing up or cancelling the booking. They were unable to take my mothers credit card (she was travelling with me) as she wasn't the driver. With a young child and my mother in tow, I felt trapped into purchasing the insurance which they were all too happy to accept my mothers credit card for! I have since opened a complaint and have been told that the manager listened to the call and the operative said it was €35 per day not for the full 4 days. That's blatantly a lie. The manager in question was also rude and dismissive on the day of collection I might add. I have repeatedly requested a transcript or recording of the telephone call under gdpr legislation, so that I can prove I was given incorrect information. This request has been refused and ignored repeatedly. The recording clearly exists as the manager apparently listened to it. This has been going on since September and I will be taking my complaint to an external regulator.
My flight was delayed by an hour, but still arrived before the time allocated, waited 30 minutes and when I was seen, they told me that by the actual time they had attended to me, I was an hour late, the contract was void. No car. No refund. Absolute scammers. DO NOT USE THESE GRIFTERS. Update: As you can see below, they sent a standard response. You can’t get in their portal if you booked via a third party.
Truely awful experience at Gatwick Airport. Had spent 30 minutes previously on line reserving a hire car for arrival at Gatwick & downloading requested ID and verification documentation, etc and giving credit card details. A booking / reservation confirmation was received immediately. Having arrived at their office at Gatwick 2 weeks later at 8.30:am it was obvious that they were busy and clearly understaffed. Having been kept waiting for half an hour , I was asked for my name. When I gave it the guy behind the counter he explained that there was a shortage of cars available and they could not provide me with one. When I challenged this by saying I had a confirmation and they have had all my details and why were some customers getting a car and others not. He was quite abrupt and dismissive saying it wasn’t his fault and that customers had not returned or had returned damaged cars…… He also suggested that as I was late by 30 minutes, my car had been allocated to someone else..When I pointed out that I had not been late but had arrived exactly on time and had been kept waiting 30 minutes before I was acknowledged….he then suggested that as my car was a “pay on pick up “, as opposed to a prepaid credit card transaction , that it was my fault. I was told that if I waited for a car it would be hours away and there would be no guarantee one would arrive. I left explaining what a S- - t show the whole exercise was and to add insult to injury the 2 guys behind the counter agreed. They told me to go to the south terminal and try the other hire car companies. This is a Highly unprofessional outfit and will never use again and won’t recommend to anyone. I was left stranded and ended up having to pay a fortune on train fairs. Be warned.
This is a scam company – avoid at all costs. We arrived to Heathrow from Australia with 3 kids, delayed slightly just by customs and waiting for their own shuttle, and were told our booking was cancelled, charged a no-show fee, and left stranded with no help. They claimed they no longer had a car for us. As we waited for a taxi to take us to another car rental, we met other customers who were also scammed through insurance and then our taxi driver confirmed this happens regularly at this location.
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