I have been a frequent and loyal MILES user, especially for trips to Hamburg Airport. On 05.09.2025 I faced a situation where the MILES parking area could not be accessed despite multiple attempts — the gate/system simply did not open, even though spaces were visibly free. With a flight to catch, I had no choice but to park in the adjacent parking, using the app’s own option to “park outside of the MILES circle.”To my shock, I was later charged €142 (€100 “service fee” + €42 ticket). When I complained, customer service responded with copy-paste references to their terms & conditions, refused to acknowledge that their system failed, and made it impossible to escalate the issue or even speak to a real person. They simply debited the amount from my account.This feels deeply misleading and unfair: • The app offers an “outside circle” option, yet customers are still punished for using it. • No consideration is given to system failures that make entry impossible. • Customer care is non-existent — no phone support, no escalation path, just a blunt “we’re sticking to our demand.”As someone who regularly used and recommended MILES, I am extremely disappointed. A service that charges customers for its own failures, while blocking any fair discussion, cannot be trusted.
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MILES offers free-floating car sharing in Germany and Belgium.
The offer includes billing based on kilometers driven, as well as hourly and daily packages.
