Our Customer Service Successes
We are really proud of our team here and the customer service they provide day in day out. If you have a query or concern about a rental you're looking to book or one you have already booked, contact our team and we will do our best to help and resolve any issues as soon as possible. We wanted to show you some of the times that we have gone above and beyond to help our customers and the kind of service you can expect from us!
The COVID-19 Pandemic
Throughout the coronavirus pandemic we replied to all customers regarding their cancellation requests where trips have unfortunately been disrupted by covid. Our team responded to all customers within 48 hours. We understand that some situations are simply outside of your control (and ours!) and so issued refunds or credit vouchers to all customers who had to cancel their bookings. Our team worked weekends and evenings to ensure that customers received communications and updates regarding their bookings. On the back of this we have also made a permanent change of free cancellations for everyone up to 48 hours prior to the pick up date and time.
Last Minute Delays
We've all been in the situation where there are flight delays and it seems like you will never arrive at your end destination. The last thing you need when you're struggling with delays is stress regarding your onward travel plans such as car hire.
Recently, we had a customer looking to collect their vehicle in Ireland, unfortunately they experienced severe flight delays and weren't going to be able to make it to the rental office for the time on their voucher. Currently, car hire companies are struggling to get extra vehicles and therefore there are smaller fleets than usual. This year we've heard from customers who have arrived at the car hire desk and had booked their car with other brokers, they had been delayed and the car hire company couldn't give them their vehicle as it had been rented out to someone else.
One of the large pluses of our model is that we work on a pay on arrival basis. This means that you just pay a small deposit to us when you book and then you pay the rest at the desk when you collect your vehicle. Unlike prepaid models, this means that the rental company doesn't receive your money unless they provide you with a car. You are therefore, quite rightly, an important customer to them!
Communication at the Car Hire Desk
When travelling abroad and there is a difference in language, it's always a possibility that when you arrive at the hire desk you may have difficulties communicating with the staff member. If you're ever unsure about what you're being offered at the desk or you have questions, we are on hand. You can give us a call and we will help by talking to both you and the staff member to ensure you're comfortable with your hire and what you have included.
Storm Eunice and Last Minute Changes
When Storm Eunice battered the UK only a few weeks ago, we had a number of customers who were not only delayed but had to cancel or completely change their plans. We were able to rebook customers for alternative dates and were able to help as quickly as possible. Our team understand that when there are situations outside of your control it can help slightly with the stress to receive a quick response reassuring that all is in hand.
This is just a few of the examples where we have provided great customer service to our customers. We really value fairness and treating our customers as if they were our friends or family. If you every have questions, concerns or just a worry do get in touch with our friendly team and we'll be delighted to help!
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