Review Time
I’ll preface this by saying I’m partly to blame, but I’m leaving 1 star because Switch needs to update their check-in system.Over the Easter long weekend we waited over 1.5 hours to be served (it’s Easter, everyone arrived at the same time - I get it), then couldn’t collect our hire car due to an issue with the main driver’s name on the booking (my fault). The staff were kind and patient throughout, despite a lot of frustrated customers. We had to leave without the car, losing money (we didn’t get a refund) and around 2 hours of travel time plus Uber costs through the brokerage we’d booked through.For context, today we hired through Europcar and were in and out in under 5 minutes.For Switch specifically: if you require a passport and multiple documents to be emailed in advance, ask for them beforehand and build an online check-in system. It’s 2026, nothing should be this manual. Many people were turned away not because the requirements aren’t on the website, but because they weren’t reminded or updated before the collection date. More persistent pre-collection comms would save both staff and customers a lot of trouble.I recognise this is more a customer awareness issue than a reflection on the staff or the Heathrow branch, but when the same problem is affecting a large number of customers it becomes a system issue and warrants an internal process review.
They were very polite and Jason was constantly informing me on where the driver was and what vehicle I was getting. The driver turned up with the vehicle. His name was simian who was also very polite and helpful and also the vehicle was very clean. I was shocked with the vehicle they provided me but very happy with it and the service. I would recommend this hire company to anyone who needed a hire vehicle.
A lovely lady called Sarah arrived to deliver my car from the Newport branch (at spytty). A very friendly person who showed me how everything worked and made me feel at ease. Thank you for your help it is very much appreciated. 5 star service thanks
Lola is, by far, the most helpful, lovely, caring, friendly and professional person I've ever encountered at a car rental. She is magnificent and a pleasure to deal with. A great car was issued with no problem at all. It seems that nothing would be too much to ask her.
First time using a rental service and will absolutely be using again. Customer service was fantastic, the car was delivered on time and in immaculate condition by Sarah from Newport. She explained all the features of the car and everything I needed to know. 10/10
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Switch is a new vehicle rental brand from Scot Group Ltd which operates the Thrifty network throughout the UK. Switch is a sister brand to Thrifty and offers flexible car and van rental services to businesses and personal customers with a focus on responding to the quickly changing needs of the market, while delivering complete customer satisfaction.
Switch currently operates in over 80 locations in the UK and has a fleet of over 20,000 vehicles.
Whilst Switch is brand new, it's backed by over 50 years of rental experience.See more
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