Just wow… we actually booked with Thrifty, however due to their office renovations Firefly was the managing agent at time of pickup. When we got to the desk at 9pm the agent told us we had an additional €341 to pay for excess insurance, despite already having paid for this online with the booking agent (the actual car rental was only €180). She continued to insist for about 10 minutes that she could not give us the car keys until we had paid this, even after we showed her the confirmation confirming no extra costs and her going as far to blame the booking agent for not putting the cost up front to us. After walking away and seeking advice from the booking agent that this is not the case and that we should dig our heels in - we went back and challenged this with a different Firefly agent, who did try and peddle the excess insurance but eventually admitted it was an OPTIONAL charge to cover the excess in the event of damage/loss/theft etc and we were able to take the keys with any additional charges after about 30 minutes of backwards and forwards. Utterly dishonest behaviour by Firefly agents attempting to masquerade extortionate optional charges as mandatory - presumably as they are on commission for it!
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