We booked a small category vehicle (Seat Ibiza) via Booking.com with full cover through Booking.com. In the meantime, before the trip, my card was stolen and then cancelled. Since this was Christmas time, the bank took longer to issue a new card and it didn't arrive on time. At the airport we paid for the second driver, who had all his cards, but the lady at the counter said she couldn’t give us the car then. I asked if she could change the main driver. Of course, but only if she charged us extra 275 euro for full cover. She also said she had no problem showing me where it said so. Pretty rude, I’d say. Especially since that was the very card that paid for the booking. Nobody minded then. There was no "Just a second, I'll talk to my manager and see what we can do". Nothing. It was like her sole goal was to squeeze out all the money she could. She left the wrong address and email and phone number in the system and on the document (mine). I checked it before she changed the driver, but she never asked us to recheck the data after. Nothing really mattered any more as soon as she took money. And we got C3 Aircross, which is twice the size we wanted. Why did we choose the vehicle category if they give us whatever they want anyway? No manual, of course. We had to look online for all the initial issues. We travel a lot and frequently rent cars. Sometimes there are unexpected problems and in such cases all the companies so far have tried to help or find a compromise. Record Go apologized. They are thankful they can benefit from my experience and improve. They'll forward the complaint to their staff manager. However, the lady just did her job. It was all in accordance with the company rules. Of course it was. Which tells you a lot about the company. I'm so grateful for the opportunity to help them improve. Cost me a few, but helping companies to do better is... priceless?