Opodo review: Car rental

I am writing to express my deep dissatisfaction with the recent car rental experience I had with your company, as well as the handling of my concerns.

Booking Reference: PT748932700

Case Reference: [protected]

I initially reserved a rental car through your company with high expectations of a smooth and trouble-free experience during my vacation. Regrettably, my experience has been far from satisfactory, and I wish to outline the key issues:

Miscommunication Regarding Pickup Time: I provided my flight details during the booking process, assuming that this information would be used to coordinate the car pickup accordingly. However, upon arrival at the rental counter, I was informed that the vehicle was no longer available. It is essential to note that the terms and conditions of my rental agreement did not specify any time limitations for collecting the car, which has left me confused and frustrated.

Last-Minute Expenses: Due to the unavailability of the rental car, I was forced to make last-minute arrangements, including booking an alternative rental car at a significantly higher cost, as it was the only option available for the following day. Additionally, I had to incur extra expenses for transportation to my apartment and a return trip to the airport to collect the car, which was not part of my original plan. These unexpected costs have caused considerable financial strain and have negatively impacted the overall enjoyment of my holiday.

Lack of Transparent Communication: There was a significant lack of transparent communication regarding the pickup time and potential charges for delays. I believe that clear and upfront communication is essential in ensuring a smooth customer experience. As a customer, I relied on the information provided in my car hire voucher and expected it to accurately reflect the terms and conditions of my rental.

Despite my attempts to address these issues with your Customer Care Team and request clarification on the terms and conditions, I received responses that did not adequately address my concerns. In particular, I was told that my case would not be further pursued, leaving me unsatisfied with the resolution offered.

I kindly request the following actions to address this matter:

Clarification of Terms and Conditions: Please provide specific references within the Terms & Conditions of my rental agreement that indicate the three-hour window for collecting the car. I believe a transparent understanding of these terms is crucial for both parties.

Deadlock Letter: I would appreciate the issuance of a formal "deadlock letter" outlining the resolution as it currently stands, to facilitate my next steps, including a potential complaint to the relevant authorities.

I believe that fair and transparent business practices are essential, and I had expected a higher level of service from your company. I urge you to reconsider your position and take appropriate measures to address the issues raised in this complaint.

I look forward to your prompt attention to this matter and the resolution of my concerns. Please provide a response within a reasonable timeframe to avoid any further escalation.

Sincerely,

Luis