We booked and paid in full on 7.1.26 for a 9 seater vehicle for the period from 13.02 to 20.02.
We arrived at the counter to collect the vehicle at 18.15. This was a result of a two hour plane delay, an aborted first landing and then a four hour queue for border control. All of this with 4 young children.
The agent told us that because we were delayed and had not called to confirm what time we would be there (which would have been impossible because we didn’t know how long the immigration queue would be) our vehicle had been given away to someone else. We were extremely shocked and disappointed by this. We booked and payed in advance with a well known brand such as Enterprise to give us confidence that on our arrival in Poland we would have no transportation issues.
We asked if he could provide an alternative large vehicle. The answer was no. We asked if he could provide 2 smaller vehicles instead for our party of 8 people. The answer was no.
To note that once we stepped off the airplane we were immediately taken to the queue for immigration and the use or a phone in many countries at this point is strictly forbidden.
The General terms and conditions of rental in Poland, the FAQs from the enterprise Poland website and the details given once you click ‘policies’ during the reservation process and nowhere does it state that if if you have paid in full in advance that you need to call if there is a delay or your vehicle will be resold to someone else.
Initially the agent told us that this was clearly detailed in our booking. We showed him our printed booking and section 22 from the FAQs on their website. At this point he changed his story and announced that actually it isn’t in the details because “You should have just known”.
I can potentially understand the logic of reselling a booking for bookings where you reserve a vehicle and pay nothing until collection. For our booking; however, at no point was there a potential loss to Enterprise because we had already paid in full 6 weeks prior. I cannot see how it could be anything other than some kind of fraud/scam.
Section 22 of their FAQs states that even in situations where the plane delay takes you past business hours then the booking would be rescheduled for the following day. It does not state the booking to someone else leaving the original renter stranded.
We did manage to find a hire vehicle from an alternative company but it was more than double the initial booking cost!
The whole experience was awful at the time and the customer support after we returned has been non-existent.
My summary of my experience is that at best this company or at least the branch at Krakow airport is useless and at worst corrupt.
I suspect the latter to be true!
Despite being a large multi national company don’t expect a good service!
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