I am writing to formally dispute the handling of our prepaid 10-day car rental, booking DYI-221771988, scheduled for collection at Cagliari Airport at 10:00 on 17 September.
Due to a flight delay of approximately two hours, we arrived at the rental desk shortly after 12:00. We fully acknowledge the delay and were prepared to pay any applicable late pick-up fee in order to proceed with the rental.
However, we were informed that our booking had been cancelled and that the vehicle was no longer available. We were given neither the opportunity to pay the applicable late fee and collect the vehicle, nor an alternative arrangement or refund. Consequently, we lost the full amount prepaid for the original rental and were forced to enter into a new rental agreement and pay for another vehicle.
We consider this matter unacceptable and request the full reimbursement of the amount paid for the original booking.
Please confirm receipt of this complaint and advise when the refund will be processed.
