I went to collect the lwb van i had booked but after waiting for 2 1/2 hours the vehicle was given to someone else. I had been waiting in a queue. A man who was 3 places behind me approached the desk and asked for the same kind of van that i did. When i queried the status of my van with the advisors i was told they had no lwb vans available and would give me a swb van instead. I explained that i have been waiting for 2 1/2 hours for a van i had booked a week ago. This man has jumped the queue and made his booking yesterday and yet gets the vehicle before me why? No answer. They said head office had pre booked it for him. If we had stayed in the line had he not jumped ahead then i would have been there before him and they would not have refused me the van. I am absolutley fuming at the way i have been treated. The advisors standing behind the desk had there fingers up there backside instead of working. Knowing its a bank holiday monday and they are over booked to go through the queue and checking what people had booked to let them know if the vehicle was available. This is only the second time i have used them and both times i have been let down because they have over booked and if you go ontk there site and search for the same date, time and type of vehicle it says its available. I have been told by someone that they over book on purpose to ensure the vehicles are being used and they are making money. As for anybody coming to collect there vehicle tuff luck you came to late. Never had these issue with other companies ( budget, sixt, hertz). Dont use them my advice