AWFUL EXPERIENCE - TERRIBLE
Booking Ref: IT ********** 80
Case Ref: ********** 9 We had an absolutely awful experience using your services on our recent holiday. I booked a vehicle via your website. Booking number: IT ********** 80
We made a booking to collect the car at 14:00 on 30 September at Marco Polo airport Venice. Even though our plane landed on time (on which the booking with Cartrawler was based), the queues to get through passport control was an absolute nightmare. We tried getting hold of Cartrawler numerous times to alert you of this, without success.
When we went to collect the car, the system would not accept payment. We tried using the credit card 3 times – and all 3 times, it refused to accept payment. YET, the money was taken off 3 times from the driver’s bank account. We can issue proof of this. When we then tried to contact you to change the booking to add an additional driver so that we could try payment with yet another credit card, we were informed that you’re unable to change existing car rental bookings when the pick-up date has passed. We did contact the rental agent directly to assist and amend the existing rental, and this was also a fruitless, frustrating exercise, as they simply told us to call you (which we AGAIN attempted to do repeatedly).
We were then forced to make a new booking, which costs then costs us THREE times as much as the original booking. Plus we lost the money paid for booking IT ********** 80 with you, amounting to R3050.87.
I demand that the money which was taken off my account for this booking– R3050.87 – be repaid. All the mistakes with this booking was as a result of your poor system and lack of communication. A client cannot be penalised for being an hour or so late for collection – the plane could be late, the queue at customs could be long, baggage could go missing. You need to have a grace period for collection. Furthermore, we tried contacting you to assist timeously and you were unresponsive. Our payment also went through – which we can prove 3 times – but your system refused to accept it.
Please refund this booking as a matter of extreme urgency. Awaiting your urgent response. Many thanks Fidelia