Service not provided – no refund from Rentalcars.com & AutoUnion
I had a very poor experience with Rentalcars.com and their partner AutoUnion at Venice Airport.
I prepaid a car rental and provided my flight number at booking. My flight was delayed by about one hour – a normal and foreseeable situation.
When I arrived:
• The AutoUnion office was already closed
• No staff were present
• I tried calling several times with no answer
• I waited at the pickup point for 45 minutes
• A shuttle driver confirmed the office had closed and staff had left
The car was never made available. The service I paid for was not provided.
Despite this, Rentalcars.com refused to refund the booking, relying on “office hours” and “no-show” terms. If you request a customer’s flight number for an airport pickup, you should align the service with the actual arrival time or clearly warn customers that the booking will be forfeited if the flight is delayed. That did not happen.
I am not even asking for compensation for alternative transport — only a refund for a service that was never delivered.
Very disappointing experience and poor customer service from both Rentalcars.com and AutoUnion.