I purchased basic insurance when I placed the order, but at pickup, I was told I needed to buy insurance. I informed the staff that I had already purchased insurance and showed the order, which clearly included insurance. The staff member said that the insurance I bought was from 'them' and not from the rental company 'us'. When I asked who 'they' were, I was told it wasn't the rental company, which left me speechless. They also required a 200 euros deposit for the fuel tank in case it wasn't full on return. 200 euros for fuel or liquid gold? I strongly recommend against renting from this company.

Upgraded for a little extra

Had to wait for courtesy shuttle bus ....a little disconcerting as worried about not being picked up. Wait to complete documents was exaggerated as only one member of staff (the other had to return to the airport as vehicle didn’t have sufficient room for all customers).

Like how you leave the rental company knowing you've got a full refund

The customer service was terrible. Upon arrive we spent 2.5 hours waiting to be served. When our number was called, after waiting so long, it was said in spanish only, when most costumers in the office were International. We relied on the screen that only made a chime when the queue adjusted. When I saw it was my turn and left my seat in the 15 seconds it took me to walk to the counter she already called 2 more numbers. We all arrived at the same time and she serviced the last number called rather than the two other people waiting for over an hour already. Everyone in the service area seemed to be upset about something from the return process, to an unassisted elderly man who was unclear about the car collection process. The service ticket system was not very obvious to most waiting - some waiting for some time before realizing that they had to take a number. Additionally, we walked away with a final bill of 240. When our quoted rate was 136. We had no optional add-ons, returned the car with a full tank and on time. The car return process was also not clear that you had to get out of the car line up and wait in line outside of the office door - where there was only one person handling the returns for all of the people trying to get to their morning flights. There was a queue of at least 10-15 people. Again, most costumers were clearly distressed and confused.