Carrentals.co.uk
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You were late
For a journey to Italy I booked with them the colleciton of a car at Linate airport. Unfortunately the flight was delayed by 1 1/2 hours, so I showed at the desk at 11:40pm. Car rental desks have a habit of waiting for the delayed customers, as they should, so that the customers will not be left stranded; desk staff are actually paid extra for waiting for their customers. Apparently the staff at Linate could not be bothered (it was Friday night after all...); luckily at least three car rental desks were still open and I was able to find another car to reach my destination. I then tried to contact carrentals.co.uk's customer service, asking for a full refund; the answer was that, since I showed up late, I was not entitled to a refund. They suggested that next time, I should call them from the desk and they could arrange for a refund, minus three days of rental. That meant I could not get anything back. Airplanes are delayed all the time, and car rental companies are expected to be flexible, and indeed most of them are. If I am left stranded in an airport at night I expect more from carrentals.co.uk than the comment "you were late".