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Two Spanish Goldcar cars.Goldcar claims it is using a new strategy after a deluge of customer issues. Photograph: Alamy

I'm sure there’s been no shortage of issues about Goldcar car rental, but I had an experience together with them in kind airport last week that I thought would-be interesting towards visitors.

My journey had been delayed, so when we attained Goldcar any office was closing. We labeled as through the terminal plus the broker consented to wait for me. After we spent about 10 minutes filling in the documents, the broker all of a sudden announced that I Need To just take extra insurance for €65 (£50). If I opted never to just take this optional additional he'd, inside the words, not have time to lease me a vehicle and I will have to return in the morning. I queried this and then he increased their vocals, endured up-and come to be quite harmful. He said to go out of any office as he was now closing.

By this aspect it was nearly 11pm, I was in an as yet not known element of town and was painfully aware that I would be resting harsh if I didn't comply, and so I needed to signal. The experience left me shaken.

When I had scheduled the car, the CarTrawler web site stated the hire place had been 5 minutes from the airport terminal with the no-cost shuttle service. What it doesn’t state is the fact that shuttle only works until 7pm. Any consumers showing up following this must take a €25 taxi.

We contacted CarTrawler inside the time. Its agent suggested it may refund my taxi (if I could present a receipt, which I hadn’t got, given the stress to arrive at the representative before he shut), but stated that, once the insurance coverage had been finalized, it was a legal document and could never be disputed.

From the guidance of Guardian cash, I experienced removed hire excess insurance coverage from an authorized, therefore I had been forced to purchase insurance coverage I didn’t want or require. JC, London

By delighted, or unhappy, coincidence, Juan Carlos Azcona, the principle exec of Goldcar, arrived to the Guardian last week to describe exactly how his business changed, and just how he's on a goal to create these sorts of tales a thing of the past. Goldcar has-been the topic of some scary tales, inside as well as other magazines’ cash parts, at one stage we warned customers to avoid the business.

So what, if anything, has changed and is it time for you review our guidance because it’s quite difficult to steer clear of the business in Europe?

Azcona says staff continues to make payment from attempting to sell additional insurance coverage but was clear that they can also be evaluated and rewarded for having happy consumers. Goldcar is presenting self-service terminals at its busiest locations and, he says, many various other improvements. He reveals UK purchasers should book utilising the organization internet site, as clients that tend to have higher satisfaction ratings because they aren’t given wrong information by broker sites.

Naturally we asked him concerning this case also. Having looked into the situation, he stated the part had informed their company that, without impose the after-hours cost of €40, it had provided the extra insurance coverage alternatively.

Happily between Goldcar and CarTrawler, you've been refunded the €25 taxi fare and the €65 your additional insurance price. Goldcar has actually confirmed that, unlike your information, the bus service does operate until 10pm whenever workplace closes.

Readers just who utilize Goldcar will undoubtedly like to say how their rentals went. We’ll report straight back after the summer, whenever our postbag frequently swells with vehicle hire complaints.

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