I'm paying the penalty for their terrible processes and systems

Absolute terrible service.

I made a company booking in October. When we flew in December and wanted to pick up the car, they could not accept the company debit card. My name had to be displayed on the debit card, or I can't make payment and get the car. (Note that all new cards that bank issue don't have names on) We therefore had to cancel this booking, and make a new more expensive booking. The October rates could not be carried over and we had to pay more for this new booking.

The lady assisted me to log a request for the original Oct booking to be cancelled. I got a notification this morning that a 10% cancellation fee will first be deducted before I get the money back.

In short, I made a booking which I could not pay for as my name is not on my bank card. I then had to pay extra for a new booking. I now have to pay 10% of the original booking because they had to cancel my first booking!!

Terrible service and the call centre is no help. Do not consider using them.