Refund Request For Undelivered Service - CarJet

I made a car rental booking through CarJet for Surprice Rent a Car at Bologna Airport under the reference CJT-210489319, with the rental period scheduled from 3 June to 17 June 2026. Due to an unexpected change to my flight, I informed CarJet in advance that I would be arriving on 5 June instead of 3 June. I clearly stated that I was not asking to cancel the booking, change the contract, or receive compensation for the two missed days, and that I fully accepted losing those two rental days and simply wanted to collect the car on my new arrival date. Despite sending several emails explaining the situation, I did not receive any meaningful or helpful response. When I finally managed to speak to a customer service representative by phone, every question I asked was met with the same reply: “Sorry, not possible.” When I asked to speak with a supervisor, the answer was “Sorry, not possible.” When I asked if I could send additional information by email, the answer was again “Sorry, not possible.” When I asked if I could simply collect the car when I arrived on 5 June, I heard “Sorry, not possible.” Even when I asked whether I could receive a refund for the unused portion, the response did not change from “Sorry, not possible.” At no point was there any attempt to understand my situation, to check for an alternative solution, or to escalate the matter to someone with more authority. The whole interaction felt like talking to a script rather than a customer service team genuinely interested in helping a customer facing an unexpected travel disruption. I understand that companies have policies and procedures, but I also believe that customer service should involve listening, basic communication, and at least some effort to assist when plans change for reasons beyond the customer’s control. Because of this experience, my main disappointment is not only with the policy outcome, but with the complete lack of assistance, flexibility, and willingness to help. I request a full refund for this booking, or at the very least a refund for the period after my delayed arrival, minus the two days that I was prepared to forfeit due to my own delay.