1 star — Alamo Frankfurt Airport: Vehicle Downgrade, Misinformation, and a Request for a 5-Star Review
I booked a Compact SUV — a medical necessity for both my wife and I due to chronic back conditions. On arrival at Frankfurt Airport I was told no Compact SUV was available and I was being given a Kia Ceed estate instead. The desk agent then immediately attempted to charge me €250 extra to upgrade to a Volvo SUV to remedy their own fleet management failure. I declined and spent seven days in significant physical discomfort.
At collection, the agent told me with complete certainty that Terminal 3 car returns were not yet operational and I must return to Terminal 2. My own booking confirmation email had already stated Terminal 3 returns were effective from 19th May — he directly contradicted his own company's written instructions. On departure day I dropped my family at Terminal 3 departures and drove alone to Terminal 2, only to find the Alamo return lane closed, an alternative location also closed, and a staff member confirming the Terminal 3 facility had been fully operational all along. I had to make a frantic loop back across the airport while my wife managed our young children alone at departures.
The Assistant Branch Manager acknowledged in writing that a Compact SUV was reserved but a lower category vehicle was provided — in the same email where she claimed it is their policy to "always provide at least the booked category." She offered €50, declined to address my counter-proposal of €180, and in that same email personally requested a 5-star review. When I escalated to corporate customer services, my complaint was bounced straight back to the same branch, who formally closed the matter without further resolution.
They are getting 1-star because 0-stars is, unfortunately, not an option.
Chargeback filed with my credit card provider. Avoid.
