Review Time
Easy pick up at Luton airport with great service from Andrew. The car wasn’t new but was in very good condition and we were upgraded to an automatic. Returned the car to Gatwick airport. It took literally minutes and the condition report was sent to us very quickly.
As many have pointed out, the offices are located in a shack about 15 min walk away from the airport and the airport pick-up is not always available. I arrived a couple of hours later than the start of the rental contract and was told the car I booked was no longer available so I had to be given an upgraded model for a fee! In my long history of car rentals I had never encountered such a policy. On the good side, the staff was amazing at all times! At the front desk, Amir managed to waive this fee within the full protection insurance I contracted where he did include as well a booster seat for my son for no fee. He was helpful, competent and courteous all along. Mila, the employee taking care of the cars was very helpful and super-friendly.
A terrible and traumatic experience unfortunately. Do not use.I had pre-booked and pre-paid to hire a car for the day to take my sister and her family up to Birmingham to visit our dad.I arrived at the pick up location near Heathrow at the collection time, but there was a long queue when I arrived. Over the course of the next hour only three customers were called from the queue and another customer ahead of me in the queue said they had been waiting for nearly two hours.A member of staff said that they were short-staffed and another just said they were ‘really busy’.There was no effort made by the staff to try to mitigate the impact of the delays by guiding customisers as to how much longer they would need to wait, or to help them assess alternative options.After more than an hour it was clear from the slow-moving queue that it could still be hours before I would get to the front to be able to collect my car, and so I was forced to cancel the planned family gathering and request a refund instead.I was told that I would have to call customer services, but that they do not offer refunds and I should check the T&Cs.I videoed the guy confirming that they were unable to provide me with a vehicle because they were too busy and that was an hour after my collection time, and so I am hopeful that they will not be able to avoid providing me with a refund. However, from the information their staff provided, it seems likely that they will be trying to making this difficult for me. I will aim to update this review as I confirm if I do get a refund and an apology.
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