Originally Posted by
cestmoi123
The person had booked a Jetta. Fundamentally, if the location doesn't have what was reserved, then the choice of an alternative should, within reason, err in favor of the customer's preferences. Was a crime against humanity committed here? No. It was, however, clearly bad customer service.
No - unless it was a 'reserve exact model" reservation, the person made a booking for a class of vehicle ( Standard car - group D )
The Jetta that was there was not of a type that the customer booked - it was a vehicle with a specific modification for those needing a vehicle with snow tyres
By now I expect that the OP's rental has finished - if he wants to complain, writing to customer service seems the way to go