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★☆☆☆☆

“Service Lets you down”

written by Hardons on 29/07/2014

We were DISGUSTED with our experience with your call staff when we phoned from Barcelona airport on 11 July 2014 to advise that our flight had been cancelled and that we were not aware of what time we would arrive at Malaga. The man that we spoke to was completely unhelpful. We were already in a distressed state at our flight being cancelled and having to fly several hours later via another airport and then have to bus to Malaga. He inferred to us that as we hadn't advised a flight number that it was possible we would lose our booking entirely. If I start from the beginning …. I called about 3 hours after we were made aware that our flight had been cancelled. The reason it took this long is that this was how long it took at the airport to collect our bags, line up for reallocation of new flights, then line up again to check in. I knew I only had a small amount of call time left on my phone and was concerned that I would run out of money to complete the call. I understand the call was being recorded so if you listen back to the recording I’m sure you’ll agree with me that he was patronising, impatient, had total lack of appreciation or comprehension for the state that I was in. He indicated that if we didn’t collect the car by 11:00pm that night then the whole booking would be lost and we would lose our money!! This only served to put me into even more stress. I then text my son in London, who contacted your help desk again and experienced the reverse of experiences. The lady he spoke with was very helpful and reassuring. When our flight landed in Granada I received a message from my son advising me not to worry that we wouldn’t lose the booking and someone would be at the airport and would wait for us. As a consequence of this I would be very reluctant to ever book a rental car through your company again. I have no issues with BUDGET Rent a car – my issue is with Rentalcars.com.

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