having used this company I would never again nor would I recommend, my flight was delay and also was delay at airport due to having to wait on wheel chair assistance from air craft to terminal. As a result I was over 2 hours late getting to pick up car. The rental company easyrent say they do not hold cars over 2 hours, which to me is unacceptable for airport car hire, they say in terms and conditions they do not hold for late pick ups but a time limit is not mentioned anywhere. Full details of there replay is below and costs Booking Ref: GB619482750 Holiday Autos Ref: 01134619 Dear Michael, Thank you for your patience. I apologise for the delay in responding to you. We have received a response fro the rental location and they advised that your rservation was used and a charge for an upgrade was applied to your reservation. An upgrade was not requested but was told that was only vehicle available. Cost for upgrade vehicle 154.02 euro and initial payment lost 113.54 Total cost of Car hire 267.56. Every effort is made to accommodate changing pick up times, but the car rental agent is not always in a position to hold the booked vehicle after the pick-up time has passed or to keep the rental desk open. At Holiday Autos, our customer is our primary concern, but we must stand by the rental Terms and Conditions that you agreed to at the time of booking: "If: 2 - You failed to pick up the car at the arranged time and date, no refunds will be made to you." Please be advised that the above mentioned terms and conditions were delivered to you prior to completing the reservation (it is mandatory to tick the box "I agree to the terms and conditions"). They were also displayed on your confirmation voucher sent to your email address on Mon, 17-Jun-2019. Therefore, due to the fact that the terms and conditions were not met (you were late), the agreement was signed and the vehicle collected, we are unable to offer you a refund of the funds paid on this occasion. Every effort is made to accommodate changing pick up times, No effort was made as it been an airport car hire, the hire company did not check flight status or try to make any contact with me. Outside a 2 hour window to me is not considered late for car pick up from a Car hire desk, I have asked the question as to where the 2 hour window is stated anywhere in the contract Terms and conditions, (easrent reply is seen at bottom)nor Holiday autos are able to point out this time frame to me. So, this can be changed to a matter of minutes if the car hire company should wish. Please find the final invoice attached. I trust that you appreciate the fact that we do not have any influence or control over flight disruptions. I do recommend that you contact your travel insurance company, you may find you are entitled to claim a refund. Alternatively, you can contact your airline to find out if they are in a position to offer you compensation for the inconvenience caused by flight delay. I am sorry that we are unable to provide the solution you were hoping for on this occasion and I apologise for any inconvenience caused by this matter. Kindest Regards, Tomasz Holiday Autos Customer Care Bank Details of charges Booking Ref: GB619482750 Holiday Autos Ref: 01172841 Dear Michael, Thank you for getting back to us with your comments. I have reviewed this case again, including your latest feedback. However, I must confirm that our position on that matter remains unchanged. Please note that the amount of time allowed varies from supplier to supplier and is solely set by them. Therefore, according to our terms and conditions, if the customer does not collect the vehicle on time (meaning not 1 hour, not 30 or 10 minutes later), there is no refund due - as explained in the email before. Also, I trust that you appreciate the fact that we cannot be held responsible for the airline's failure to arrive on time. Therefore I trust you will understand that we are not able to proceed any further with your case on this occasion. Kindest Regards, Tomasz Holiday Autos Customer Care