Thrifty Car Rental - Zagreb Airport - ZAG - Croatia
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BEWARE THRIFTY CAR RENTAL IN ZAGREB, CROATIA
TERRIBLE EXPERIENCE WITH THRIFTY CAR RENTALS IN ZAGREB, CROATIA. We recently had an awful experience with Thrifty in Zagreb, Croatia. We booked our rental from Canada via the Thrifty.com web-site (and made subsequent modifications to our reservation via the same site), following which we received email confirmation and a USA/Canada contact number in case we needed customer support. We felt assured that we were booking through a well known company rather than a local company that we had no knowledge of (and willingly paid more for this peace of mind).
We encountered a problem with our rental when we arrived at Thrifty’s Zagreb office. When phoning the customer service number we were given, we we shocked and appalled to discover that Thrifty.com has a policy that absconds them from ANY responsibility for resolving issues in foreign countries. In our case, we requested a mini-van but were given one that was so large that we couldn’t park it in our vacation rental parking space located in the historical downtown centre. Thrifty’s resolution to this was to offer us parking a 15 minute walk away from where we were staying – normally this would have be ok but since we had two seniors with us it was not a suitable option. We decided, therefore, to return the vehicle within an hour of renting it (having rented from Thrifty in the US/Canada before, we were aware of their cancellation policy which is a one-day rental penalty if you cancel with 48 hours. We were ok with this).
Upon telling the Zagreb Thrifty representative of our decision he tried to bully us into keeping the vehicle. For 15 minutes he argued on the telephone with us. We then phoned the US/Canada customer support number we were given to cancel the reservation. We were told that it was no problem. We then went to the Thrifty office to return the key and were ignored for 30 minutes (no other customers were in the office at the time). Upon finally handing over the key we were told that there would be a $600 charge for the hour that we had it. Shocked, I called the Thrifty customer support number again to seek assistance. Now I was told that Thrifty US/Canada has nothing to do with its foreign offices and it's up to them what charges they make. In fact, Thrifty customer support hung up on me leaving me to figure out how to deal with this issue in a foreign country, that has a very different eastern European mentality to the US/Canada, on my own.
BE VERY CAREFUL when booking through Thrifty.com for a vehicle outside of North America. You are not protected in the way you think that you are. In fact, you are on your own when it comes to dealing with customer service issues.