CarJet Left Me Stranded on My Honeymoon Over a Supposed Name Mismatch

I made a car rental reservation through CarJet for Izmir, Turkey, from 28/08 to 31/08 under booking reference CJT-220718082. When I arrived at the airport, I was left waiting for more than 50 minutes before your rental partner finally came to collect me and took me to their office. Once there, I was unexpectedly informed that they would not release the vehicle due to what they claimed was a discrepancy in my name. During the reservation on CarJet’s website, I entered my information exactly as requested by your system, using the standard first name and surname format: first name “Abdelrahman” and surname “Mohamed”. “Mohamed” is my legal family/surname/last name and was entered correctly in line with the booking form fields. My passport contains my full legal name in the traditional format “Abdelrahman Mostafa Amin Mohamed”, and my HSBC Premier credit card shows “Abdelrahman Mostafa”. My valid driving licence and the Car Hire Excess Insurance certificate issued in my name are also fully consistent with these details. All these documents clearly belong to the same person and are consistent with each other, yet despite my efforts to explain this to the rental office, they refused to provide the vehicle. I would like to emphasize that just two days earlier I had rented another vehicle through CarJet in Istanbul, Turkey, under booking number CJT-220997915, using the exact same personal details and the very same credit card, without any issue. That vehicle was delivered and returned successfully. In addition, I had a confirmed and completed rental at Istanbul Sabiha Gökçen Airport under my name and details, again without any problems. This proves that my booking information was neither misleading nor incorrect, and highlights how unjustified and inconsistent the refusal in Izmir was. In addition to being denied the car, I immediately contacted CarJet customer service for assistance. The representative I spoke with was unhelpful, dismissive, and rude. Rather than trying to find a solution or support me while I was stranded without transportation during my honeymoon, she simply repeated the agency’s position and showed no willingness to assist a loyal customer. Because of this situation, I was left without the reserved vehicle, suffered financial loss, lost time, and serious disruption to my honeymoon vacation, all due to an unreasonable and inconsistent interpretation of my personal data and a lack of support from customer service. For these reasons, I request a full refund of all amounts paid for booking CJT-220718082, reimbursement of the associated insurance and any other prepaid charges linked to this rental, and appropriate compensation for the financial losses, wasted time, inconvenience, and disruption caused to my honeymoon. I also request that CarJet conduct a formal investigation into both the conduct of the rental agency in Izmir and the behavior of the customer service representative who handled my call, and that the results of this investigation be shared with me in writing.