stuart A.
Due to a four-hour delay to our flight…
Due to a four-hour delay to our flight departure, I contacted Easy Car Hire before we left the UK to inform them of the situation and advise that we would be arriving later than originally planned. During this call, the representative informed me that they had contacted the car rental company at our destination airport and had been assured that a member of staff would remain on site until our arrival so that we could still collect our vehicle. However, when we eventually arrived at the destination airport, we found that the car hire desk was closed and there were no staff available to assist us. This was despite the assurance we had been given prior to departure. As a result, we were unable to collect the vehicle we had pre-booked and paid for. Fortunately, another car rental company still had an open desk at the airport, and after considerable inconvenience and additional stress following an already delayed journey, we were able to arrange an alternative vehicle. This, however, resulted in unexpected costs and disruption to our travel plans. Upon returning to the UK, I contacted Easy Car Hire to submit a claim regarding the failure to provide the booked vehicle and the additional expenses incurred. I have since received a response from their Customer Care team stating that my claim cannot be considered because I did not provide 48 hours' notice of the delayed arrival. I find this response unreasonable, as the flight delay was entirely outside of my control. Furthermore, I contacted Easy Car Hire as soon as I became aware of the delay and before departing the UK. I was specifically reassured that the rental company had been notified and that arrangements had been made for someone to remain available until our arrival. Had I been informed that the vehicle would not be available or that a 48-hour notice period was required regardless of flight delays, I would have made alternative arrangements at that time. Given these circumstances, I believe I acted reasonably and fulfilled my obligation to notify you of the delay at the earliest possible opportunity. I therefore request that my claim be reconsidered and that reimbursement be provided for the additional costs I incurred as a direct result of the failure to honour the confirmed booking arrangements.