I Face Alamo Rental Failure and Overcharge on Fuel Costs

On March 17, 2026, I made a reservation through your website for an automatic Toyota Yaris to be picked up at the Alamo office at Girona Train Station in Spain at 12:30. My reservation confirmation number is 1595192545. Although I arrived at the office at the scheduled time, the staff informed me that there were no small automatic vehicles available. They first offered me an automatic Mercedes SUV for an additional €30, which I declined. It was later revealed that this vehicle could not even be rented due to a broken rear window.

The staff then called another customer and confirmed that a small automatic vehicle would be returned at 16:00, asking me to come back after that time. Since I had a flight from Barcelona Airport at 06:00 the next morning, I had no choice but to wait approximately four hours and returned to your office at 16:30. This time, I was told again that there were no automatic vehicles available and that nothing could be done.

After about 30 minutes of discussion, once they learned I needed to go to Barcelona Airport, they suddenly “remembered” that there was an automatic vehicle (a minibus) available there. Frankly, I got the impression that you were looking for someone to deliver this minibus to your Barcelona Airport location, and I was forced to accept it as I had no other option.

Since I have no experience driving a minibus, I attempted to refuel around 05:15 near Barcelona Airport but could not even locate the fuel cap. As a result, I drove carefully and below the speed limit only on the Girona–Barcelona Airport route. Under normal conditions, this type of vehicle would consume around 6–6.5 liters of fuel for this distance. I have attached all supporting photos and videos, including the fuel gauge at the time I parked the vehicle at your Barcelona Airport location.

I see that a total of €68.20 was charged to my credit card, while the rental fee itself was €36.62. Even assuming the highest diesel price in the area at €1.90 per liter, I could not have used more than 7 liters of fuel for this trip. Based on this, I calculate that I was overcharged by approximately €19 in fuel costs due to your error.

In addition to the poor organization and unprofessional handling at your Girona Train Station office, I find this extra charge unfair. Despite filling out the customer service form on your Spain website and submitting requests through your official customer service channels, I have not received any response.