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I have pre-booked a rental car and paid it in full for about 20 days of use with Holidaycars.com. Departing 09:25 Wed 11 April 2018 from OR International airport South Africa, Arriving 12:35 Thu 12 April 2018 at Lisbon Portela Airport Portugal.

On Thursday April 5 2018 I received a email from Peadar Cunningham from HolidayCars.com stating that a Centauro representative will meet you in the arrival hall near the Vodafone shop.

On our Arrival at Lisbon Portela Airport Thursday 12 April 2018 (Myself, My Wife, our 6 year old Daughter and My Father) went to look for the Vodafone shop and we saw the Centauro representative, she then stated that she cannot assist us as a agent from Holidaycars.com phoned her the previous day and cancelled the booking for the car rental that I have already paid in full. (So make sure your flight does not get delayed)

I then asked her how is that even possible as I have paid the car rental in full and she then said she cannot assist us.

Now i am sitting with my family outside the airport with our luggage in a country that we are visiting for the first time, no accommodation booked as yet, in the late afternoon with no car.

I then phoned the following 24/7 Emergency numbers : +31 20 ********** spoke to Mike, then with no assistance I phoned +44 ********** 700 and spoke to Jenny explaining my situation with no assistance or understanding. No client service received.

I do not understand how nobody could assist us, not even the representative from Centauro nor the agents at Holidaycars.com, as I supposedly rented the car and paid it in full.

HolidayCars.com Response:Dear Mr./Mrs. Antmarioj,

Thank you for contacting us.

We are very sorry to be informed that you have not been able to collect the rental car.

In your summary you inform us that the supplier was unable to provide you with the rental car because the reservation details were not matching with your travel itinerary.

Once you completed the reservation the My Order page will show you a summary of the booking details you have selected. The final confirmation will be send to you by email and will contain the car rental voucher which again will show the details of your reservation.

It’s very important to carefully check these details and verify that they are matching with your travel itinerary. Any discrepancies should have been reported immediately.

Unfortunately the suppliers are not able to accept vouchers that are not showing the details matching with the current situation such as the rental locations and/or rental dates. In these cases they can choose to offer you to create a new contract applying the local rates, if they have any rental cars available.

However, any amendments or cancellations requested after the rental period has already started are not accepted and do not correspond with the General Conditions.

The following conditions are applicable:

Article 14 Amendments and cancellations

14. 1.Cancellations and/or amendments can only be implemented via the Car hire tour operator, before the collection date and time on the Voucher. Cancellations and/or amendments must be reported before the official Period begins.

14. 2.The Car hire tour operator shall not accept cancellations or amendments that the User has agreed with the Lessor. The Car hire tour operator shall accept no cancellations after the collection time as stated on the Voucher.

14. 3.The Car hire tour operator will not apply amendment charges. Costs that are incurred as a result of amending the Reservation (changing the Period, category of car, driver name, flight number etc) however will be passed on.

14. 4.The Car hire tour operator shall offer Users that have taken the option “Cancellation Protection” the opportunity to cancel after deduction of the “Cancellation Protection”.

14. 5.The User that has not taken the option “Cancellation Protection” can cancel the Reservation free of charge up to 48 hours before the collection time, as stated on the Voucher, if the Reservation is still under request or if they fail to take up an alternative offered by the Car hire tour operator. If this User cancels his Reservation within 48 hours of the collection time, as stated on the Voucher, the User will not receive a refund from the Car hire tour operator.

14. 6.The User will not receive a refund if the Period comes to a premature end, he collects the car late, he fails to turn up or he cancels the rental after the commencement of the Period. In above cases, refunds shall not be made even if the User has taken “Cancellation Protection”.

14. 7.The “Cancellation Protection” and transaction fee are non- refundable.

These conditions are offered at various moments during the reservation process and have to be agreed to in order to complete the reservation. You can read the full general conditions in your My Order page or on our website.

We are very sorry to inform you that a refund will not be app**** for the unused rental.

We hope to have informed you well. Don’t hesitate to contact us should you have any further questions.

With kind regards,

HolidayCars.com