On 7th December 2021 I booked a rental car (€37,25 for 5 days) from Goldcar via Ryanair. On the arrival of our flight FR7412 at 20:20 local time on December 18th, we went to the Goldcar pick-up desk. There were about 10 people before us in the queue, and we had to wait for almost 2 hours before being served (Goldcar contract time 22:38)!!! This was a nightmare for my mother, as she is disabled, and as she can't stand or walk for a long time. She even needs assistance with a lift to get in and out of the airplane. She was sitting in a basic wheelchair from the airport, so not comfortable at all. Being in a rush after this long wait, I didn't pay enough attention at check-in, and when the clerk Carla asked me to enter my credit card code, I did so without thinking twice. I had to sign digital in a small box on a tablet, without seeing or reading the contract. I thought it was related to the expected €1600 deposit, but I actually paid €42.85 for all sorts of supplements that I didn't ask for, and which Carla didn't mention or ask, except for the e-toll. I paid amongst others €3.73 'airport tax' (which was clearly stated as 'included' in my booking confirmation from Ryanair), €10.16 'diesel supplement' (I DID NOT ASK for a diesel) and €12.20 'Smart return' (NO IDEA what this is, and I certainly DID NOT ASK for this either). The only thing that we discussed, and which I gave permission for, is the extra cost for the e-toll, a total of €8.75 (5 days). So I was charged €34.10 extra, without my agreement and without any explanation. I only saw this after the payment, when the clerk Carla asked me a second time to pay by credit card, for the deposit of the car. So what I thought I had just done... The second transaction was for the deposit, but instead of €1600 she blocked €1823 on my CC. I had agreed for €1600 deposit for the car itself, and I read on a sign that for the e-toll a deposit of €75 was demanded. This had not been mentioned by Carla. And later I saw on the printed contract that there was also an extra deposit of €48 for the fuel? But then there was still €100 deposit missing ??? When I asked Carla about all this, she said there was nothing she could do about it, and that I should contact 'customer service'. She wrote the email address at the top of my printed contract ([email protected]).
I booked a Nissan Juke (or similar) and got a Fiat 500X. The car itself was OK, with only 43.000 kms and with many options. The drop-off was fast and professional.
But in the end I'm absolutely not happy with their way of handling check-in and payment, and I feel cheated by Goldcar. Check-in is absolutely unclear and (deliberately?) vague.
This was definitely the first and the last time I booked a rental car via Ryanair (2 hrs queue) and with Goldcar (unclear handling).