[removed] [protected]@gmail.com Dear Madam, Sir, Booking Reference – [protected] I am shocked by how I and my family were treated this morning at Palma airport at Goldcar. We arrived at 1.40 a.m. The Goldcar desk was open but they said we had to wait until 7 am because we had not paid the 40 euros extra for an out of hours car. I offered to pay the 40 euros but was told it couldn’t be done. We stayed waiting through the night until 7 am. My wife and I and my three children, the youngest being 10. At 7 Miglena served us. She said that we had no insurance and should take out insurance for over 200 euros. I said we were insured in part, because it wasn’t legal to drive otherwise, but we didn’t want the extra insurance. She insisted it wasn’t extra but the only insurance. She warned us that any scratch on the car would be charged, even if not done by us. I found her bullying. She then asked me to signs a screen, which I did, thinking it was related to the credit card, and then she asked me to sign a form that said the car was fine except for three marks. I said I couldn’t sign without seeing the car. She then said suspiciously that she had to change the car for another car and I had to sign again. I explained that I didn’t understand why she had suddenly changed our car and why I had to sign a screen again and wanted to know what she was asking me to sign. She wouldn’t show me. Then her colleague, a younger blond haired woman joined her in being rude to me. Then I turned on my camera on my phone and explained that I was being asked to sign a screen that was blank and that I didn’t know what I was signing, and was recording my signing as evidence of my concern at what was happening. Miglena tore up my contract, said she wouldn’t let me have the car and I would have to go elsewhere. She said she was calling the police, even though I had been polite, calm and reasonable throughout. I phoned the helpline and a kind gentleman heard my story and he phoned the Goldcar desk and spoke with the blond women. After the call the refused to give me the car. I told the man this and he spoke with the woman again. She and Miglena still refused to give me the car. He then used my phone to speak to Miglena who still refused to give me the car. Again he spoke with her and this time she agreed to give me the car but only if I deleted the evidence of her rudeness. I deleted the evidence and she then said I had to go and check the car and return to sign the document and get the key. I did this and was made to wait at the back of the queue to be seen again. Then three police arrived and began speaking with Miglena. The whole process lasted from 7 am until about 8.20. It was outrageous and most unsettling for our children and a ruin of the start of our holiday. I am 60. I am an archbishop. I have hired cars throughout my life and never ever have I encountered such an experience. It was traumatic and disturbing. In fact, I have never ever been treated with such aggression, disrespect, lack of humanity and lack of empathy by any such operative. I ask for a full refund of the car hire charge. I ask for an assurance that Miglena and the blond woman will be sanctioned and re-trained. I ask for an apology from them for the appalling manner in which thy treated me and my family and for the distress they caused to us all. Yours faithfully, [removed]
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