Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting a full refund of this booking from either Rentalcars.com or *** **** * ***, plus the difference charged to me when we had to re-book, for a total of $213.16. I followed all instructions for "What to Bring," but the rental company refused my credit card, even though it was a physical major credit card (Mastercard). They told me that the only way they could rent us a car was to make a new booking in my wife's name and use her credit card. They told me I could contact "rentalcars.com" (a company I have never heard of), and they would give me a full refund of the original booking. I contacted rentalcars.com using the help chat, but they said they were unable to give me a full refund, because they called the Fox Rental office and the rental office did not give them "the information they needed." This is absolutely unacceptable. Not only have I paid for the same booking twice, but the replacement booking cost me $21.32 more than my original booking. I am seeking an immediate refund of $213.16 for the original booking and the $21.32 difference. Thank you, ****

  Business Response

  Date: 02/27/2025

  Good morning *******,
  
  I hope you are well.
  
  I have received a response from the supplier and they have stated that the reason you were refused the vehicle was due to you not having a credit card for the deposit.
  
  They have agreed to offer you a full refund of 191.84USD, however, they do not agree to any further refund. Please confirm if you are happy to accept this offer and I will then process this refund for you and provide you with timescales.
  
  Kind regards
  Shannon

  Customer Answer

  Date: 02/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/14/24, I was shuttle-bused to a rental car agency in ****, ********. The man at the agency was rude and condescending. He repeatedly told me I shouldn’t have booked through ***********. I chatted with *********** about the situation. Without warning, the man grabbed my phone out of my hand without my permission. He told me he had a legal right to do so. He said communications with *********** violate the agency’s privacy rules and he would not allow me to rent a car. He accused me of taking photos. I had taken a screen shot of my *********** page and a second shot in the outdoor waiting area showing the posted customer wait list – a photo intended for ***********. He falsely accused me of posting photos to social media. He falsely accused me of taking videos. He falsely accused me of recording the events that took place. He said I could go to jail. He said I could not leave the premises. Once safely off the premises, I reported this incident to ***********. The service rep replied: “It’s important to remember that the staff at the rental counter are there to assist all customers, and they are also human beings deserving of respect. Their goal is to help resolve any issues as efficiently as possible.” The rep also wrote: “According to their terms and conditions, the rental company reserves the right to refuse service if, in their opinion, a driver or anyone in the group is threatening, abusive, or endangering the health and safety of others. Unfortunately, this means we are unable to issue a refund due to the circumstances surrounding your booking.” I never once raised my voice, used foul language, called names, or threatened, abused, or endangered anyone’s health and safety. The same cannot be said of this man. He raised his voice, took my private property without my permission, threatened me with arrest, and denied me my prepaid car. And *********** is refusing to refund my pre-payment of $157.91. Shocked doesn’t begin to describe my response.

  Business Response

  Date: 12/03/2024

  Good Day ******* *********,

  
  like we informed you on the 13/11/2024. 
  
  
  We understand from our correspondence that you have raised this issue with your card provider and asked them to investigate the transaction in question. Our
  Charge back team will investigate the matter with you credit cards provider.
  
  If you wish us to pursue this matter on your behalf, then we are happy to do so once your card provider has concluded their investigation, but in order for us to do this, we would need confirmation of the conclusion of their investigation. Therefore, if you wish us to pursue this matter on your behalf thenplease provide us with a copy of a letter from your card provider stating that their investigation has concluded, and detailing the outcome of their dispute.
  
  Kind regards,
  Christane

  Customer Answer

  Date: 12/10/2024

  This situation has not been resolved. I'm not sure why it has been closed.

• Initial Complaint

  Date:11/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car in ******* using rentalcars.com. They outsourced their insurance to ***************. On September 27th the rental company noticed a little dent and charged me $1800 to repair it. I am not sure how the dent happened because I did not get into an accident. On September 28th, I filed a claim. Since then I had them email me on October 15th lookng for some more information. Since then I have had no cooperation with them and I am still out $1800. I purchased the insurance through them. I have since done a chargeback with my credit card company that is in the process off settling. They have refused to help me, even though it was them that I paid for the insurance. When I get paid for the insurance repair, I will drop my dispute, but my only recourse so far has been trying to settle the rental car charge.

  Business Response

  Date: 11/04/2024

  Good morning ****

  I hope you are well and thank you for getting in touch.

  My name is Gaynor and Im one of the Complaint Executives at ***********

  Please accept my apologies that you feel the need to contact us about this rental.

  Having reviewed your query I ask that you allow to me make the following comments:

  You chose *************** as your Insurance provider for this rental. They are not the same company as Rentalcars.com/ *********** and are a company that we advertise for you to select should you wish to add Insurance to your booking.

  Due to their being damage to the car the supplier has charged you 1800 USD and as the Insurance is a Third Party Insurance they will expect you pay for the damage and then claim this back through ***************.

  We now have a Chargeback showing on our system and due to this we are unable to intevene or comment any further about your query.

  If you need documents to move the claim forward I would advise that you contact the supplier ( **** **** ****c) directly for these.

  If you would like us to assist you in geting information for *************** then we do need formal documentation from your Bank that the Chargeback is fully closed with them.

  Once we have this we can re look at the case.

  The case will have to remain closed until that time.

  Please feel free to re open this once you have the relevent proof from your Bank.

  Regards

  Gaynor

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not sure if this is the right forum for my complaint but I've asked that they stop sending me emails by utilizing the unsubscribe button for the last two weeks yet they keep spamming me! I get an email a day from these people. Isn't that against the law?

  Business Response

  Date: 10/01/2024

  Good  morning,

  Thank you for your email.

  To unsubscribe from email marketing follow this link *********************************************** and then follow the steps requested.

  Kind regards

  Shannon

• Initial Complaint

  Date:08/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a car that I am supposed to be able to cancel. I was never sent a confirmation email. ****** DOES have the reservation though and I was charged for additional insurance on the car. The system took my information down in a FUNKY way. ****** says the reservation is through ********* and they cannot cancel a third party booking. ********* says it is through rentalcars.com. My credit card says it is through ************. Rentalcars.com is denying having the reservation. Booking.com is impossible to contact because I don't have a way to look up my trip with them. There is literally no way for me to cancel. I have spent hours trying. This is another last ditch attempt. Please contact me at the phone number I provided to BBB. I will be disputing the charge with my credit card.

  Business Response

  Date: 08/05/2024

  Good morning **** *******,

  Thank you for contacting ************

  I am very sorry to learn of your experience.

  To help us look into this matter on your behalf, we require your Booking.com Transport reservation number. This is 9 digits long and can be found on your confirmation email/voucher.

  Once we receive this from you we will look further in to your query.

  We look forward to your reply.

  Kind regards

  Lisa-Marie

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car via email on 07/11/2024, rentalcar took the total amount of rental fee plus insurance which totaled $221.92. After my flight going to the rental center, they denied my rental because of my credit, they card was not the reason for denial but my credit. Hi ******, Thank you for booking through *******. Your voucher is now available online to print by clicking through the “Manage my Booking” button below. You can also review your reservation Manage my booking Things to remember when picking up your car • Your voucher. • A valid credit card in the main driver's name. • Your Driving Licence (Both parts if applicable). Please also check the Terms and Conditions of your reservation to make sure you do not need to take other forms of identification with you when picking up the vehicle. At the ****** counter, you may decide to buy additional cover – to reduce or remove your excess, or to cover things your Collision Damage Waiver (CDW) doesn’t, such as tyres and windscreen. Please Note: If you do buy a policy from ******, that contract will be between you and ******. Since ******* will not be involved at all, we won't be able to help if you're dissatisfied with the cost of their policy – or the cover it provides. Car Group: ****** **** or similar Booking Reference Number: ********* Supplier: ****** Pick-up details: Country: USA - Other City: Raleigh, NC Location: ******* ****** ************* ******* ******* * ****** ************* ******** **** ****** *** *** ******** *** **** ***** Date: 13 Jul 2024 10:00 Drop-off details: Location: ******* ****** International Airport ******* * ****** ************* ******** **** ****** *** *** ******** *** **** ***** Date: 16 Jul 2024 19:00 Total Cost: US$221.92 Flight number: *****1 Requested extras: RentalCover CDW - PrePaid x1 Special Requests: N/A We hope you enjoy your rental. Kind regards, *******

  Business Response

  Date: 07/26/2024

  Dear ****** **********
  
  Thanks for your time earlier on the phone.?
  I am pleased to inform you that:

  The total cost of your booking was US$ 221.92 that you
  have corresponded us for the unused reservation n. *********, but we have previously refunded the cost of the Rentalcover for 48 USD and as written above, we are now refunding the remaining balance of 173.92 USD.

  Please note this has been done as a commercial gesture, since accordingly to the terms and conditions you agreed at the time you made the reservation online, you were not entitled to any refund.
  You will receive the money within 7/10  working days to the same card used to pay the reservation online.?
  
  I hope for the future you can contact us directly form the location so we can take care of the situation immediately and I am sure my colleague would try to provide you an alternative car or any solution available.?
  Kind regards?
  
  Claudia

  Customer Answer

  Date: 07/26/2024

  ***** *********** *********************** ***** ******* **** *** **** ***** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********  

  Good Morning,  just received message from the rental company,  they agreed to fully refund the total amount of the rental.  Thank you so much for your assistance 

• Initial Complaint

  Date:06/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car from rentalcars.com (via ***********), ultimately with *****. When I booked via rentalcars.com, it told me that the price was all-inclusive, and that what I paid upfront would cover all taxes and fees, except for an Airport Concessions fee that would be charged at the airport. However, at the airport, I was charged $54.59 in taxes. I was tired from a long flight, and had just learned that my bag was delayed, so I did not fully realize until after I paid. I tried to sort it out with rentalcars.com afterwards, and it has now been a week since their last response. First, they told me there was nothing I could do via a form email that did not address any of the specifics of my case. Then they didn't respond when I tried to explain further, so I contacted again via chat -- I was then told to email a different address, which then told me to respond to my original inquiry. Again, no response in a week. I would like a refund for the extra charges of $54.59, and an apology. They should not be able to charge me above the quoted rate, and I should not have to go to such great lengths to get back money that should never have been charged in the first place. Honestly, given the time and effort, I would hope that they would apologize with a partial refund.

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 28, 2023 our family used rentalcars.com to book a car in ********, ******** on June 9-15 at the airport for 6 days and paid $150. The car vendor was through ****. Reservation #*********. Upon showing up at the airport to pick up the car, we discovered that **** was not even at the airport and hadn't been for some time according to other rental car companies. This required us to leave without a car, and pay for and take an **** to and from our airbnb unnecessarily. We contacted **** mutliple times without response, and then had to take 2 different ***** with our large family and luggage 1 hour away to our destination at our own expense. We also had to pay for ***** in the days following while rentalcars.com said they were "working on a resolution." We asked to speak with managers, and received no call, and talked to 4 different agents on their chat feature using hours and hours of our precious vacation time to come up with a resolution. We requested another car be dropped off to us in our current city, which rentalcars.com refused to do, and to be reimbursed for our **** expenses, and missed days on our rental car. We spoke to them Sunday, Monday, and Tuesday without a resolution and the best they could come up with was to rebook us a car and charge us $50 more ($201) for only 3 days of car rental instead of 6, and have US take an **** to pick up another car 2 hours away round trip (instead of delivering the car to us). We are absolutely appalled by the customer service we have received, and are just asking rentalcars.com to make this right. We are asking for 100% compensation for our car reservation that we have not received, compensation for all the ***** we've had to take due to not receiving our car, compensation for any difference in price in another car reservation which will certainly be higher. And compensation for a delivery fee to drop the car to us. As well as compensation for missed vacation time.

  Business Response

  Date: 06/26/2024

  Please find email sent to customer on 12/06. We also sent a follow up on 17/06 and 20/06. We will be closing the case if we receive no response soon.

   

  Good morning *****
  ?
  Thank you for contacting Rentalcars.com. My name is Shannon from the Complaints Executive team, and I will be assisting with your query.
  ?
  I am sorry to learn that you were unable to collect the hire vehicle as the location did not exist apparently and are requesting a refund and compensation and I would like to inform you that I am looking into this for you and will be back in contact with you once I have received a response from the supplier.
  
  Please can you provide me evidence of any costs you incurred due to this such as **** receipts and rental agreement if you made another booking elsewhere.
  ?
  Thank you for your patience in the meantime.
  ?
  Kind Regards
  Shannon

• Initial Complaint

  Date:06/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We planned a vacation in the **** ** ****** in May. When we searched car rental agencies in ******* airport in *******, ****** to provide rental car with unlimited mileage, the rentalcars.com presented us one of car rental company called *** *** ******. Then, we made the reservation with the rentalcars.com. However, on May 17, 2024, when we arrived the *** *** ****** office, we were told that the unlimited mileage can only be used within province Ontario. If the car is used to travel outside of Ontario, there will be extra charge per mileage. Immediately I asked to cancel the reservation and refund full amount charged. The *** *** ****** people told me: "don't worry. there would be no charge to you since you did not pick up the car". But later we found that the rentalcars.com still charged full amount ($254.67) on my credit card. I immediately contacted the rentalcars.com. Then they only agreed to partially refund $199.68 to me and still charged me $55 without any reason. No matter how many times, I contacted their customer service, they refused to discuss the refund of the $55.

  Business Response

  Date: 06/04/2024

  ****** **** ***** *** ******* **** ** *** ******** *    **** ******* ******
  
  Thank you for contacting Rentalcars.com. My name is Shannon from the Complaints Executive team, and I will be assisting with your query.
  
  I understand you are requesting a full refund of the remaining amount of 54.99USD as you were unable to collect the vehicle due to the supplier charging for mileage.
  
  Please be advised you were entitled to unlimited mileage within the state you were in and our terms and conditions do state regarding cross border travel -
  
  Extra services (payable at counter)
  One-way rules
  One-way rules
  One-way rentals are not available - you will need to drop the car off at the pick-up location.
  Cross-Border and Boundary rules
  Cross-border
  Cross-border travel to other ********* and to the *** is allowed on request. The price for travel to another province will be *** 50.00 per day. Travel to the ****** ****** is *** 100.00 per day.
  Mileage outside of the province of ******* will be limited to 300 km/day, 1600 km/week, 2500 km/bi-weekly, 3500 km/month for compact to full size sedans. Any extra mileage will be *** 0.12 /km.
  For SUVs/Vans, mileage outside of the province of ******* will be limited to 200 km/day, 1400 km/week, 2400 km/bi-weekly and 3600 km/month. Any extra mileage will be *** 0.18 /km.
  
  It is the customers responsibility to ensure they have read the terms and conditions and when you make payment on the booking this is you agreeing to the terms and conditions.
  
  Please also find below our cancellation terms and conditions -
  
  If you cancel:
  
  MORE THAN 48 hours before your rental is due to start, you’ll receive a full refund (if you paid a booking deposit when you booked the car, you won’t get the deposit back).
  LESS THAN 48 hours before, or while you’re at the rental counter, we’ll refund what you paid minus the cost of 3 days of your rental - so there won’t be any refund if your car was booked for 3 days or less.
  AFTER your rental is due to start (or you just don’t turn up) you’ll receive no refund
  
  Given we received no contact from you at the pick up time you were entitled to no refund, however, we have provided you a good will gesture refund of 91.68USD.
  
  Due to the everything I have explained I am unable to offer you any further refund and this is our final response on the matter.
  
  After your case closes, you may receive an email with a survey to score your level of satisfaction with the service provided by me during this case. If you’re happy with the way I communicated with you, I’d appreciate you giving me a good score.
  
  This survey is just about me as an employee. However, there will also be a comments section where you can leave your feedback about the whole experience.
  
  I'd like to thank you in advance for your fairness that reflects your level of satisfaction with the way I treated you.
  
  In closing, I would like to take this opportunity to wish you a good day.
  
  Kind regards
  Shannon

  Customer Answer

  Date: 06/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The business asked me to contact them when I canceled the reservation. The Fact is:  In *** *** ****** office, I did confirm with *** *** ****** personal, what do I need to do in order to get full refund? they assured me that " don't worry, since you did not pick up the car, there would be no charge on your credit card". Also the car rental service provided by the *** is not real unlimited mileage car rental, but the rentalcars.com still present as unlimited mileage car rental service to me, this is misleading customer.  I am still demanding the full refund from the rentalcars.com. This kind of business practice is not acceptable. 

   

  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary: Unfair Reservation Policy and Poor Customer Service Complaint Details: To Whom It May Concern, I am writing to file a formal complaint against rentalcars.com concerning my recent rental experience. Booking Information: Booking Number: *******85 Date of Booking: May 23, 2024 Rental Period: May 23, 2024, to May 27, 2024 Rental Car Company: ****** *** ****** Location: *** Airport Description of the Problem: I reserved a car from ****** *** ****** at *** airport through rentalcars.com for the period of May 23 to May 27, 2024. Due to a flight delay, I arrived late to pick up the car and contacted ****** *** ****** immediately. ****** refused to modify my reservation and directed me to rentalcars.com. I called rentalcars.com, but the representative also refused to make any changes or issue a refund. Despite my request to adjust the pick-up time or offer any alternative, they insisted that, per their policy, I would not receive a car or any refund for the four days I had reserved. They informed me that I would incur a "total loss." I believe it is within the company's ability to accommodate a later pick-up time. Their policy appears designed not to mitigate their loss but to generate additional revenue at the customer's expense. This approach to business is unethical and should be addressed. Impact: These issues caused significant inconvenience and financial loss. The lack of flexibility and poor customer service have resulted in a highly negative experience. Desired Outcome: I am seeking the following resolutions: A full refund for the unused rental period. An apology for the poor customer service and inflexible policies. A review and amendment of their policies to ensure fair treatment of customers in case of delays. Thank you for your attention to this matter. I look forward to a prompt and fair resolution. Sincerely, **** **** *********************** **************

  Business Response

  Date: 05/30/2024

  
  
  Good afternoon ****
  
  I hope you are well.
  
  My name is Gaynor and Im one of the Complaint Executives at Rentalcars.com/Booking.com.
  
  Please accept my apologies that you have felt the need to escalate this query through the Better Business Bureau.
  
  Going forward all contact will be through this platform for your records.
  
  I have reviewed the case and can see that you have stated that you arrived late due to a flight delay and when you got to the rental counter it was closed.
  
  You contacted us the next day and we offered you a partial refund of 1 of the 4 days rental which was the correct offer to make to you.
  
  I understand you feel that this is not fair and that you would like a full refund of this booking.
  
  At the time of making the bookings we offer a link to the Terms of rental, this is also offered to you throughout the entire booking process to give the customer ample time to review them and decide whether they meets their needs.
  
  Within the Terms we clearly talk about flight delays so that customers are aware of the policy.
  
  By confimring and paying for the rental you are also agreeing that you have read and agree to the Terms.
  
  Once the inital rental pick up time has passed the booking cannot be amended in any way.
  
  Usually we find that customers are aware of the flight delay prior to boarding the flight so we hope that the customer will use this time to contact is to let us know. We may at that point be able to offer some form of amendment as the booking is still classed as pre rental.
  
  The Terms are set by the indevidual suppliers who all have different grace periods however most would only offer up to 59 minutes.
  
  With all this being considered Im still happy to offer 34.30 USD ( 1 days rental) as a resolution to your query.
  
  Please let me know now if you would be happy to accept this so i can process the funds.
  
  Regards
  
  Gaynor