Great service in a difficult situation.

“Great service in a difficult situation.”

Written on: 14/05/2012

We rented a car through Indigo to collect at Bristol airport and drop off at London gatwick and the car was booked through to Europcar.
The flight from Paphos to Bristol was scheduled to arrive at 23.55 hrs and Indigo arranged for the Bristol office to wait for 30 minutes to give us time to exit and pick up the car before the staff went home. And without any out of hours charge which applies after midnight. I obtained the Europcar Bristol telephone number just in case I needed it .
On the day , Eastjet delayed the flight by 3 hours 30 minutes so I called Europcar Bristol and they agreed for one staff to wait for us knowing we were going to arrive at around 3.30am .
On arrival at 0345am, I went straight to the Europcar office leaving my daughter to collect the luggage and a young guy had been waiting for us , very impressive service. We were charged a GBP40- out of hours fee , but that was fair and reasonable and better than having to sit around the airport lounge until 7am when they open .
The handover at Gatwick on departure was also well organised and although these services are provided by Europcar, Indigo check the service standards and like to know. A good experience in difficult circumstances.