eDreams Led to Unfair Fees and Missed Flights

On the date of 16.11.2023, at approximately 19:30, we arrived at your Auto One office to collect the car we had reserved online through eDreams via Skyscanner from sur price car rentals. One of your staff members, known as #410, took care of our procedures, gathered our information, and processed a €900 deposit on our credit card. Later on, the employee let us know about the signatures that needed to be collected on a tablet. The information provided was rather ambiguous, and despite our perplexity, we were instructed to sign in a specific order. The language used in the document was not part of our everyday vocabulary. Effortlessly, the employee provided us with the car keys and directed us to where it was parked, all without having to step away from his desk. When we got back to the office at around 14:40 on 21.11.2023, an employee came up to us and said that there was some damage to the car, specifically a scratch. We strongly denied any involvement and when asked for evidence in the form of a photo, we responded with a negative answer. Interestingly, the staff was quite surprised by the absence of any photographs or a collaborative inspection. The employee's response was, "There's nothing I can do," insisting that we take responsibility for the damage. Together, we examined the car and discovered a scratch on the right rear door that was already there, even noting that some touch-up work had been done in the past. Even though they were aware of this, the employee was adamant that we take responsibility. He showed us a document that he claimed we had signed, accepting blame for any harm caused. However, we disagreed, explaining that we were never given the specifics and were only requested to sign. As our schedule grew tight because of an upcoming flight, we urgently requested a quick solution. Ultimately, because they refused to recognize our disagreement and put our flight at risk, we had no option but to depart. Our €900 deposit was withheld without any explanation, with a promise of an investigation. Afterwards, our account was charged for the supposed damages without a thorough explanation.