Enterprise Essen Cancels Booking Over 1-Hour Delay Despite Advance Notice

I made a car rental reservation through Booking.com with the Enterprise branch in Essen, Germany, for April 16. While I was scheduled to pick up the vehicle at 11:00 AM, due to delays in the local tram/subway services, I only managed to reach the branch at 12:05 PM. As soon as I realized I would be late, I contacted the company in advance via email to notify them of the situation. Despite this, they refused to hand over the vehicle due to a delay of only about 1 hour, and the fee I paid was not refunded.

My reservation was made via Booking.com under reference number 721134013, and I paid a total of $72 for this rental. Even though the vehicle was never provided, neither Booking.com nor Enterprise has issued a refund, which has caused me significant hardship. Even though the delay was transportation-related, arguably reasonable, and I had notified them in advance by email, no solution was offered to me.

Since the vehicle was never delivered, I demand a full refund of my $72 payment to resolve this grievance. I also request that the procedure for such situations be reviewed to adopt a more flexible and solution-oriented approach toward customers.