This has to be the worst experience ever. I booked the car on the telephone. I went via Uber to pick up the car with my two children. There was a very longline, no AC, no fans. I waited in line with the kids and baggage for about 40 minutes, all of us sweating. There was just 2 agents assisting! When it was finally my turn, I gave all the relevant documents only to be told by the agent that he would be back in a few minutes and vanished. When he came back I asked if my car was ready and which one we would be getting. To my surprise I am told that I had to go downstairs and check as the car I requested may NOT be available and they would give be a downsize car!! WHAT NONSENSE… I booked and paid for a specific car on the telephone and now this? So i go down 3 flights of stairs only to be told there is NO car available. The girl downstairs was rude, unhelpful, uncooperative and arrogant. I don’t care how busy you are, how bad your day is going, IS THAT MY FAULT? Does that give her the right to be rude. She said nothings available and she won’t have anything until later on, no time mentioned, no apology. She mentioned that the website was down so how did I manage to get a car, basically she implied I was lying. I told her I booked the car with Jay on the telephone. I go back upstairs, wait as I want a refund. I telephoned customer service and was just told “SORRY" I had to book an uber and wasted over 2 hours!!! What kind of company do you run? Why do you book cars when you have none? Why are you wasting people’s time? Why do you ask for a deposit of over GBP1000.00? Who is going to pay for the lost time, my ubers? This is pathetic and all get is a SORRY???? I will be doing a review of how unorganized, unprofessional this company is