National - Lisbon-portela Airport Information, Car Rental Instructions & Policies

The car was great...modern with sat nav and clean inside and out. The pick up process was DISGRACEFUL. We arrived at the desk at 9.45am to utter chaos and crowds of people queueing. By their own admission they had to turn around 300 cars that morning with only 6 staff on the desks. It took a full hour before our turn (the lady was lovely) and then another 45mins to wait upstairs while the car was being washed despite being told it would just be 5 mins. We had booked our collection for 10am so I asked why the car wasn't ready when it was 11.45am. The guy said it was our fault for not being there at 10am so they had given our car to someone else. Well excuse me but the reason we weren't there was the queue downstairs!!! When I asked him about compensation for the long wait he was rude and aggressive saying he had no authority(despite being in charge) to authorise anything and I should go back downstairs to speak to the manager. Back down to that chaos-I think not as he was surrounded by other angry customers the last time I saw him. It really ruined the start of our holiday. After a long flight and early start, waiting for nearly 2 hours is a disgrace. The return process was easy and took just over 10 mins. Suely if the company know they have a huge turnover then it is not rocket science to plan more staff!! So many angry customers...im surprised anyone uses them....I certainly wont again.