Excellent

Took along time to pick up,staff member miserable on collection,other staff member on pick up was fine. Poor customer service.

There was no car on arrival at the airport. No one tried to help me. I had a pile of bags and am 6 months pregnant. I was travelling to be at my fathers funeral. IThe rental company didnt seem bothered that I was completely stranded in the middle of no where. The phone helpline answered the first time and said they'd get back to me. I waited 2 hours and no one got back to me. I tried calling the phoneline again and they hung up 4 times. My friend had to cancel his trip so he could help me, and I had to find other transport.

Car was dirty, and customer service non-existent - very mixed messages and didn’t put me at ease especially when he said the deposit would be held for 6 weeks and that this was a decision of MasterCard. We know this is illegal.

Like: The company computer system crashed while doing the pickup paperwork. Staff were very apologetic and included a GPS for free as a compensation for having to wait.
Dislike: Office is a bit dingy and lacks any sort of customer comfort.

Like: Booked a compact car and got a free upgrade to a luxury range which was a brand new mini cooper! Excellent customer service at pick up and drop off, fast and efficient.
Dislike: The shuttle bus from Heathrow T4 to car rental during pick up and drop off, took over 1 hour each way. Distance is not far but due to the multiple stops at hotels/locations, it took over 1 hour. I was nearly late for my flight.