Our flight delayed 30 minutes and after arrival no body from the rental company waited for us. Our voucher specified “meet and greet” condition. I called to the rental company but nobody answered. The rental company was informed About our flight number so they could know when we would arrive. Finally the representative of the rental company arrived 1 hour after our arrival and said they do not have any car for me to rent. I asked the carflexi to refund my prepayment and they refused because my flight delayed. So i waited at the AirPort one hour for the car rental company representative, they refused to provide the service i had prepaid and finally they refused to refund my prepayment.
The rental company office at the AirPort in Cancun is opened 24 hours a day so i did not make them any extra costs. The rental company, which refused to provide the booked car is America car rental.
I arrived to the Cancun at 9:00 p.m. After the 20 hours trip from vienna, i waited to the rental company representative to 11:00 p.m. I was tired, at the midnight in the foreign country. Finally there were representative from other car rental companies and they helped me and finally the company mex rent a car rented me the car.
Here is the answer from carflexi:
Thank you for getting in touch with the team at Car Flexi.
We would like to kindly advise that we, Car Flexi, are only able to guarantee the validity of the reservation for the pick up date & time requested and confirmed in your reservation. Regrettably, we cannot guarantee that the car can be kept available if the customer is late.
All our bookings are arranged for a specific date and delivery time and if a customer does not show up on time to collect the car the reservation may be flagged as ‘no show' and cancelled by the local car rental company, regretfully.
As we advise all our customers in advance to be well informed, noted on their voucher-
''If for any reason there is deviation from the pick-up / return times or dates, extra charges could incur or even the desk / office be closed and your booking treated as No Show. No refund can be entitled in this case."
Please note that our booking procedure protects the customer from the whole rental cost in case the booking does proceed at the rental destination for any reason.
In this event, unlike other car rental companies, the supplier will not charge you for the remaining amount payable at the rental desk as arranged and due, and no further fees apply other than the online payment, as established by our General Terms.
