I booked a hire car from Salzburg Airport, something I've done many times before with other comparison sites and hire companies. As always, I answer the questions such as pickup time & date etc etc. (Pickup 2.30pm Saturday 16 June) By a couple of euros this firm was the cheapest, coming in at the kind of price I've paid before (about 120 euro). After booking, I find out that the hire company is Buchbinder. No problem with that.... However, in reading some small print (afterwards I admit) I find out that I am going to be hit for an extra charge of 52 euro because they regard mid afternoon on a Saturday (in an airport mind you) to be "out of hours"!!! Buchbinder can charge what they like. I'll either use them or not. I told Auto Europe the time and day I would be there and they gave me a price accordingly. It was not right that they then allow me to be tucked up by another 52 euro from their small print. I phoned Auto Europe to cancel or to move me to another hire company that did not have this charge. No problem, said the guy. "That will be a £50 cancellation charge please". So, I just take it on the chin and think to myself "never again". Other car hire companies in Salzburg Airport do not regard Saturday afternoon as out of hours, as obviously, it's quite busy then. So, I'll never use Buchbinder again and I'll never use Auto Europe again. Nice one guys......
My response to the reply from Auto Europe:
1/ If you can offer a hirer who does not have this charge, then why did you offer one that does, to me? Your system just did not care that I was going to get tucked up with this charge. Sticking some fundamentally important fact away in the Terms & Conditions page may well cover you legally, but you'll still loose the customer and get rubbished on review sites. Anyway, your man told me on the phone that all the hire companies in the airport did the same thing..... even though I knew this to be untrue.
2/ With respect you make it look like really nice customer service when you suggest I should phone you for the best deal. However, that is what I thought your website was for! You seem to be telling your customers that they will only get the best deal if they phone you. Mmmmmmm. So booking on your website is a waste of time then????
I repeat: I told you when I would pick the car up. You quoted me a price. I then had to pay an extra 52 euros.... all because of the time I was picking the car up. As they say, "Go figure."
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