This is the most terrible and humiliating experience in our life. We booked Ford Focus Estate and they gave us much smaller car which could not fit the 5 of us with 2 medium luggage and 2 small luggage. The customer service called Danny is a crazy guy which is totally rude. He forced us to take the insurance which costs £18/day. And he got mad when we said we didn't need it because we were fully covered by travel insurance. When we said we would consider to cancel if they could not provide the car that we booked, he immediately typed at the computer and said with very rude manner: done, it was canceled and no refund for last minute cancelation. After arguing we ended up with small car and paying extra insurance coverage £18/day. We spent almost 2 hours at their small office for the whole process and ended up late to pick up our niece at the airport. This company try to attract you with cheap rental fee, but then force you to take the insurance which cost you as much as the rental fee. They also charged £9/day for GPS. So, you would pay much higher than other big brand car rental, and you will be served by the most rude customer service in the world. I wonder how these people can be hired at this service industry.