Complex pick-up process

Overall satisfactory. Due to a 15-hour flight delay, the staff first commented on my luggage volume, then claimed my insurance didn't cover it, but I declined both.

I told the staff that I had already purchased insurance in China, but they acted like they didn't know and only acknowledged it after I called the rental company’s customer service. They then said it was just a recommendation.

We booked a car for 7 people, but when we arrived, they told us the car was broken and couldn't be given to us. They offered a refund and suggested we rent from another company, but they wouldn't cover our taxi fare. We said it wasn't our fault, and they immediately got rude, saying they could only refund us. How are we supposed to cancel all our plans? Then they offered two small cars but said we had to wait an hour for them to be delivered. It took several hours before we finally got a car. What a terrible company.

Slow pick up process. Not clear that digital registration required upon arrival. Queue jumping for ‘priority’ customers whilst the rest wait.

Had to pay an extra deposit which should be returned.