CIRILLO ANGELO_formal complaint /CJT-203163798
Tipologia di problema:
AutonoleggioReclamo
A. C.
A: Carjet
Dear CarJet Customer Service, I am writing for the third time to submit a formal complaint regarding the handling of my car rental booking CJT-203163798, which resulted in serious financial loss, significant inconvenience and the loss of our accommodation booking in Chalkida. The vehicle was booked and paid for through CarJet, with the agreed pick-up time at Athens Airport at 22:00. The rental provider was OK Mobility (see attached file “Carjet_car booking”/"Carjet_receipt") Our flight to Athens was delayed (see attached file “ Flight details). Before arriving at the airport baggage claim, I proactively contacted the OK Mobility representative to inform him of the delay and clearly explained that I would call him again as soon as we would collect our luggage and so I did when, collected our luggage, we reached the meeting point outside the airport at 22:00 and we couldn’t find the van for the transfer to collect the car. Despite this prior notification, when I subsequently tried to contact him, he did not answer the phone for a couple of times. At approximately 22:20, he finally answered the phone and informed me that he would no longer provide the vehicle as it was 22:20 and that, according to him, the reservation had been cancelled because there was no booking with that number CJT-203163798 and name. I immediately attempted to call again several times, but received no answer and tried to call your number for help but the offices were closed (see atteched screenshot files “Phonecalls…1)-“Phonecalls…2”). I would like to stress that I did not voluntarily cancel the booking and never informed OK Mobility that I would not be collecting the vehicle. On the contrary, I had expressly informed the representative of the flight delay and confirmed my intention to collect the vehicle as soon as we were able to reach the meeting point indicated in the contract (see attached file “Carjet_car booking”) As a direct consequence of this situation, we were unable to reach our accommodation in Chalkida and lost our hotel reservation (in 25/07/2026 out 26/07/2026) made to manage personal important business (see attached file “Chalkida_hotel booking_receipt). Since there were no suitable rental cars available at Athens Airport at that time, we were forced to spend the night sleeping on the airport chairs. The following morning, at approximately 08:00, I contacted OK Mobility again and personally asked and prayed the representative of the office to provide us with the vehicle we had already booked and paid for. I was then told that he had no reservation with my name and that the booking did not exist. At that point, stressed, frustrated and terribly tired I had no practical alternative but to rent another vehicle at Sixt, for which I paid €850 (see attached file “Sixt_receipt”) in order to continue my planned journey to Chalkida first and then to Loutra Edipsos (Evia) where I had an accommodation booked from 26 July to 5 August. This awful and absurd situation caused me and my family substantial and entirely unexpected additional costs and considerable distress. I therefore consider the cancellation of booking CJT-203163798 to have been totally unjustified, particularly given that: 1)I had proactively informed OK Mobility of the flight delay; 2)I had clearly stated that I intended to collect the vehicle as soon as we were able to reach the meeting point ;3)I repeatedly attempted to contact the OK Mobility representative from 21:48 onwards ; 4)the representative did not answer my calls and when he did so (22:20) the vehicle was ultimately refused to us and the reservation was treated as cancelled according to the man speaking on the phone ;5)I was subsequently forced to arrange alternative transportation at a cost of €850; 6)I could not reach Chalkida to spend the night there where I had booked a flat 7) I had to spend the night at Athens Airport as no cars where available. I therefore formally request: -a full refund of the amount paid for booking CJT-203163798; -reimbursement of the €850 additional car rental cost incurred with Sixt, as a direct consequence of the failure to provide the vehicle booked through CarJet/OK Mobility; -reimbursement of the money paid for the accommodation in Chalkida; - a written explanation of why the booking was cancelled despite my prior notification regarding the flight delay and my repeated attempts to collect the vehicle. I am enclosing all supporting documentation, including the booking confirmation, proof of payment, flight information and delay, records of my calls to OK Mobility (from my phone and from my sister's), the Sixt rental invoice for €850, and the documentation relating to our accommodation booking in Chalkida. I expect CarJet to investigate this matter seriously and to provide a written response and resolution without undue delay. Please do not treat this matter as a standard cancellation or no-show. This was not a voluntary cancellation or a failure on my part to collect the vehicle. I notified the rental provider of the delay and made repeated attempts to collect the vehicle, but the vehicle was nevertheless refused to us. If this matter is not resolved satisfactorily, I reserve the right to escalate the complaint through the appropriate consumer protection and dispute-resolution channels and, where applicable, to seek recovery of the losses incurred through my payment provider. I look forward to receiving your written response and confirmation of the refund and compensation process. Yours faithfully, Angelo Cirillo Booking reference: CJT-203163798 Rental provider: OK Mobility – Athens Airport Original pick-up time: 22:00
Messaggi (2)
Carjet
A: A. C.
- Please type your reply above this line - Your request (7574402) has been updated. If you wish to add additional comments, please reply to this email. Help (CJT - CarJet) 25 Aug 2026, 15:12 CEST Hello, We have taken note of your comments regarding booking CJT-203163798 and regret to hear about the situation you experienced upon your arrival at Athens Airport. As indicated on your rental voucher, your pickup was scheduled for 22:00, which corresponds to the closing time of the OK Mobility office in Athens (office hours: 07:00 – 22:00). Any pickup requested outside these standard hours requires a specific out-of-hours service arrangement with the supplier. While we understand that your flight was delayed, local suppliers manage vehicle availability and staff scheduling based on their operating hours. Arriving at the meeting point after the branch closing time meant the supplier could no longer accommodate the vehicle pickup or maintain the counter open. According to our cancellation policy, prepaid bookings must be cancelled prior to the scheduled pickup time to be eligible for a refund. Because the rental was not collected or cancelled before the agreed time, the booking was processed as a no-show, and the paid amount is non-refundable. CarJet acts as an intermediary broker for vehicle reservations. We are not liable for additional costs incurred with third parties, such as alternative car rentals with other providers, hotel reservations, or indirect expenses resulting from a missed pickup. Consequently, we cannot fulfill your request for reimbursement of the Sixt rental or the hotel accommodation in Chalkida. Kind regards, Andreea DoYouSpain.com - Carjet.com - DoyouItaly.com Reclami 24 Aug 2026, 18:00 CEST
A. C.
A: Carjet
Dear CarJet Customer Service, Thank you for your reply. However, we strongly disagree with your reconstruction of the circumstances surrounding booking CJT-203163798 and with the conclusion that the booking should be considered a “no-show”. We would like to stress and clarify the following points: 1. We never requested a pickup outside the hours indicated on the voucher. Our pickup was scheduled for 22:00, exactly as stated on the rental voucher and in the previous emails sent. We did not request any out-of-hours service or ask to collect the vehicle after the agreed pickup time (in that case, someone would offer us the opportunity to do so by paying the service offered as stated on the voucher). As shown in the files attached in my prevoius email documenting our phone calls, we were actively trying to contact the OK Mobility office in order to complete the pickup as scheduled . 2. We were at the designated meeting point at the time agreed. Arrived at Athens Airport (see file “phonecalls 1”) we phoned the office and went to the meeting point indicated for the OK Mobility pickup. The problem was not that we arrived late (we weren’t late) or requested a pickup outside the agreed hours: the problem was that the OK Mobility representative was not waiting for us at the meeting point (as confirmed by our phonecalls). We repeatedly called the OK Mobility office because we could not find the shuttle/van that was supposed to collect us outside the airport and no one answered the phone. 3. OK Mobility did not answer our calls until 22:20. This is particularly important. Despite our being at the airport (our first phone call was at 21.48 ) and repeatedly attempting to contact the supplier, the OK Mobility representative only answered our calls at 22:20. Therefore, it is not accurate to state that we simply arrived after the branch closing time and that the supplier was consequently unable to accommodate us. We were already at the designated meeting point and were actively attempting to contact the supplier at and around the scheduled pickup time but the shuttle/van was not there. In light of these facts, we believe that the failure to complete the rental was not caused by a no-show on our part, but rather by the supplier's failure to provide the agreed pickup service in accordance with the rental voucher. Your response states that local suppliers manage vehicle availability and staff scheduling based on their operating hours. We fully understand this. However, this does not explain why, when we were at the agreed meeting point at the scheduled pickup time (22:00- see voucher ), the OK Mobility representative was not there to meet us and did not answer our repeated calls until 22:20. Furthermore, your reference to the cancellation policy concerning prepaid bookings being cancelled before the scheduled pickup time is not applicable to the circumstances of this case. We had no reason to cancel the booking because we were at the airport meeting point and ready to collect the vehicle at the agreed time. The failure occurred because the supplier did not provide the agreed pickup service as stated on the voucher. Accordingly, we consider the classification of this booking as a "no-show" to be incorrect and unjustified by facts and therefore request that you provide a full refund of the prepaid rental amount” (booking CJT-203163798); reimbursement of the €850 additional car rental cost incurred with Sixt, as a direct consequence of the failure to provide the vehicle booked through CarJet/OK Mobility;a reimbursement of the lost accommodation cost in Chalkida as already requested. We also ask you to review the attached call records, which clearly document our attempts to contact OK Mobility around the scheduled pickup time and support our account of what happened. We request that this case has to be properly investigated with OK Mobility and cannot be treated as a “no-show case”. If this matter is not resolved satisfactorily, I reserve the right to escalate the complaint through the appropriate consumer protection and dispute-resolution channels and, where applicable, to seek recovery of the losses incurred through my payment provider. Yours faithfully, Angelo Cirillo
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