Agence de location de voitures

When we arrived, everything was fine, although there was a small change regarding the car. We were informed the day before that we would receive a different vehicle than the one originally planned. In the end, we were okay with this change; however, it was our first indication that there might be communication issues within the company. The employee who delivered the car to us at Katowice Airport was very kind and professional. We even gave him a ride back, and we had no communication problems with him at all. The car itself was excellent. It was clean, in very good condition, and came with an almost full tank of fuel. Unfortunately, the main issue occurred on the day of the return. We were scheduled to return the car at Modlin Airport in Warsaw. We had been instructed to contact the call center to receive the return details. I called them four days in advance, and they informed me that the driver would contact us one or two days before the return date. Our flight home was at 9:00 p.m., which meant the car needed to be returned by 7:00 p.m. The driver called me the day before at 6:20 p.m. While we were naturally asleep at that time, he left a message asking where we planned to return the car. I replied that we would return it the next day as scheduled. He then informed me that there was an issue with the system. Earlier, when I had spoken with a call center employee, she had mentioned the wrong return date. I corrected her during the call, but apparently the information was never updated. A few hours later, I spoke with the driver again. Wanting to be helpful, we offered to meet him at the airport and drive him to the car return location since we knew he would be arriving by train. He asked us to meet him at 6:48 p.m. at the train station next to the airport. The next morning, we woke up earlier than planned to ensure we would be on time and not keep anyone waiting. As we approached the station, I sent the driver a message to let him know we would arrive in a few minutes. There was no response. I called him several times, but he did not answer. Finally, at 6:52 p.m., he called us back and informed us that he could not make it to the meeting point. It was obvious that he had overslept. Instead, he gave us instructions on where to leave the car. In the end, we managed to return the vehicle successfully, but the entire situation caused us unnecessary stress. The poor communication, incorrect information in the system, and lack of professionalism during the return process significantly affected an otherwise positive rental experience. Recommendation for the company: The company should improve internal communication between the call center and operational staff to ensure that customer information is updated correctly and shared promptly. In addition, drivers and employees responsible for vehicle returns should be better organized and reliable, especially when customers have early flights and tight schedules. A more professional and coordinated return process would greatly improve the overall customer experience.