Terrible

I booked my car rental from Thrifty Kruger International on 24/08/2020 for collection on 12/12/2020 for a rental of 8 days, which I then had to extend to 9 days. I booked the DH category of car, which at the time had the description of Toyota Hilux 4x4 or similar. I called both the Thrifty branch in Kruger International Airport as well as the head office, when I wanted to pay for my additional day, to confirm that we would be getting the Toyota Hilux. Both confirmed that we would be receiving this vehicle.

When we arrived to collect the car on Saturday 12/12/2020 we were told that the vehicle that they wanted to give to us, a Mercedes, had not been brought back, so instead we were being given a Nissan NP300 (which is definitely not equivalent to a Toyota Hilux 4x4!!!). The Nissan we received also had broken glass in the foot wells of both the driver and passenger side. We stood and argued with the gentleman at the desk for ages regarding this as I pointed out that they also had my full 8 day payment since the 24/08/2020 and that two separate people from Thrifty had confirmed that we would be hiring the Toyota Hilux 4x4. In the end, we were told that they would come and exchange the car with us, when the Mercedes arrived back, which we were told would be Monday the 14/12/2020. As we were driving into Kruger, we arrange to make the exchange at Malene Gate on Monday. On that Monday, nobody from Thrifty called me, I had to call them several times, before someone finally got back to me in the late afternoon to tell me that the exchange would now only take place on Tuesday the 15/12/2020 after 7:30am when they opened. As we were leaving Berg en Dal camp at 4:30am on the Tuesday morning and driving to Lower Sabie, we had to make the exchange at Crocodile Bridge Gate.

This was done and we carried on with our trip, finally returning the car on Monday 21/12/2020. We were only then told that WE were responsible and would be charged for the milage and petrol for them to exchange the car with us. Which I think is an absolute joke! As we were never made aware of this upfront. We thought they were switching the cars for us as a curtesy.

Never ever again will I use Thrifty car rental. I will use one of the other car rental ages as a principle even if I have to pay more because of the service we received from them. To top it all off when we got back, I was told that the balance would be refunded onto my credit card within 7 working days, well 7 working days came and went and it took them 9 days to refund me and I think it was only done in 9 days because I called to complain.