1 | barry buckley

May 19th, 2009 at 11:23 pm

We recently booked our flight to Faro in Portugal with Jet2.com and also booked through them a hire var with hertz who are partners with Jet2, so we found it easier to book everything together. We booked a astra estate car becuase we wanted the larger room in the car. We booked to collect and return at the airport.

However we had a very bad experience and wiah to log this review; on arriving at the airport we went to hertz desk and shown our completed on line documentation, which shown the type of car we booked and paid for, the lady filled in their documents and gave me the keys to a ford focus, i asked was it a wagon type estate car, she said yes, we went to the car and found it to only be a small focus, i went back to the desk but the lady said the car was correct. i asked to come out and take a look, when she did, she agreed that it was the wron type car.

She filled in another form and gave us a kia estate car which was very nice car, we loaded our luggage into the back and found that the luggage cover was broken and we could not cover up our luggage. I had to go back into the office again, this time a man came out to have a look, I asked why was this not checked before offering it our for hire, he did not comment and went to get us another car, he brought a small peugoet 207 hatchback, once again i had to point out that we wanted an estate car we ordered due to us meeting family and needed the space, he finally brought a ford focus estate which was old and very badly scratched, and in fact i had to point out to the staff about a large amount of scratches that were not listed on the paperwork.

We were also told that on returning the car we could not return it directly to the airport, we had to return it to their depot on the approach to the airport, we would then be taken to the airport with our luggage on their bus. I questioned this because we always collect and return at the airport for the convenience and was unhappy about this as we were not warned about this on booking on the website, and would not have booked if we had known, we are not in the habit of getting buses to the airport. We set off on our travels and after arriving halfway to our family home in albufiera we stopped at a shopping centre, and parked the car in the outside carpark. on return to the car there was a very strong sickly smell which we could not pinppoint where it wwas coming from, we continued and the smell was with us until we returned, at night it was not as bad, it seemed that someone had been sick or spilt something and the car had not been deep cleaned properly.

We returned the car at the end of our period to hertz depot, on entering the office the man in charge was on the phone, i had to stand and wait whilst he continued his talk, there was nobody on duty. He then came out to check the car over, i pointed out the problems we had with the smell, but he was more concerned on looking for more scratches. We then had to wait with our luggage for the bus to take us airport. We hired from 7th May 2009 to 11th May 2009, we were extremely displeased with hertz, we have hire cars in numerous places around the world and would count this as the worst, if this is typical of hertz then we will not be using them again.

I have sent our letter of complaint th jet2 and to hertz but as yet at todays daye of 19th May I have received no reply, I also said in my letters to them that i would be placing my reviews on various website. We feel completely misled by the jet2/hertz website booking.
Regards.
Barry Buckley
I hope I receive a reply from them.

• Cost of car hire: 4
• Car choice: 3
• Staff / Service: 1
• Ease of booking: 3
• Overall Rating: 1