Hi EmptyKim,

I received some information from my colleagues in Italy that I'll pop out to you in an e-mail. For the benefit of the forum we'll provide some more general details here.

First of all in Italy the Fiat Panda is group EDMR, the Fiat 500 is group ECMR.

We always aim to provide a vehicle within the group booked, subject to any upgrade privileges. However, whenever a vehicle within the booked group is unavailable then we reach for the next available vehicle above the initially booked group.

The customer in this case receives a free of charge upgrade which would normally result in a cheerful customer.

On this occasion I appreciate that you were unhappy with both the upgrade and the condition of the vehicle and I apologise that your expectations were not met.

Please look out for my e-mail which you'll receive in a few minutes, I hope that you're happy with my suggestion.

Best regards, Gary