Enterprise Cologne Airport Refuses $275 Refund for Unavailable Pre-Paid Car

On April 16, 2026, I rented a vehicle through the Enterprise car rental app to be picked up and returned at Cologne Airport in Germany, and I made a prepaid payment of $275 through the app. My reservation number is 2105281694.

On the day of pick-up, April 21, 2026, when I arrived at the Enterprise office at Cologne Airport, I learned that they had no cars available. The staff member stated that such situations happen sometimes, that the vehicle assigned to me had not been returned by the previous customer, and that they had no other cars available. Most importantly, not only did they fail to offer any alternative, but they also informed me that the money I paid would not be refunded and that I could rent from another company if I wanted to. I was expected to forfeit my payment for a rental service I never received.

During this period, because I was abroad and my mobile line was inactive, I could not contact customer service in Turkey; I only had face-to-face communication with the Enterprise office at Cologne Airport. Even though I subsequently filed a credit card transaction dispute, no refund has been made to me as of today.

I demand that the full payment of $275 for this rental—the service of which I never received—be refunded to me in full as soon as possible, and that my grievance be resolved.