The overall experience was excellent!

Smooth communication and excellent service attitude. We added Oman coverage insurance for 4 days on the spot. However, the rental company mentioned that even with insurance, if there is an incident in Oman, we are still responsible for transporting the car back to Dubai, which is a reasonable requirement. The rental company also passed a traffic speeding fine from Dubai to us, costing several hundred dirhams.

Very satisfied.

The wait time to return the car was extremely long, without any queue, just very slow and inefficient service. Do not choose Thrifty, absolutely do not choose Thrifty! Out of all my car rental experiences, this was the worst service ever. The wait time to return the car was extremely long, and no one told us we needed a parking ticket. Luckily, we left the ticket in the car. When returning the car, the staff purposefully lost the ticket and demanded a 180 dirham penalty fee due to the missing ticket. They even dragged us back from the airport security check to look for the ticket. We confirmed we left the ticket in the car and refused to pay the fine. Ultimately, the parking staff easily found the entry time through the license plate and reprinted the ticket. Yet, Thrifty used excuses to charge us the fine. Ridiculous! Moreover, we parked for less than an hour, so I don't understand how they calculated the 180 dirham fine. Horrible car rental company and a disgusting experience!

The rental store at Dubai T1 is right at the exit, easy to spot. We were traveling with six people and had reserved a 7-seater XC90. At the airport store, the staff informed me that the car wasn't available and that they could upgrade me to a BMW 7 Series. However, the 7 Series couldn't accommodate all of us. Eventually, they offered a Mazda CX-9, which is also a 7-seater. I thought that was fine, but when I asked about the price, the staff said it must be calculated based on the original order price. I pointed to their price list and said that it wasn't fair to charge the higher XC90 price for a Mazda CX-9. The staff referred to the contract terms, stating they couldn't guarantee the reserved model but must provide a vehicle with the same number of seats. The Mazda CX-9 is not the same class as the XC90, and I insisted that they charge based on the Mazda CX-9 rate. After a prolonged discussion, I was about to switch to another company when they suddenly agreed to give me the XC90, claiming it was initially reserved for another customer who hadn't arrived yet. Given the new XC90 had only 2000 kilometers on it, I suspect they were reluctant to rent it out. Additionally, the airport store said there would be a 150 DHS charge for returning the car at a different location. However, when I later decided to drop off the car at the Dubai Mall location due to changes in my travel plans, I called the 800 number on the contract to make the change, and they didn't mention any additional fee. So far, the credit card charge reflects only toll fees, and no extra charges have been added, though there might be additional charges later. Overall, the airport store's attitude was not favorable; it seems they were trying to manipulate tourists.