Enterprise Ordu-Giresun Downgrades Reserved SUV and Demands Extra Upgrade Fee
On July 19, 2026, at 10:00 PM, we rented a vehicle for 14 days under reservation number 843645756413 in the name of E*** U*******, with myself, Gökhan Ç******, as an additional driver, from the Enterprise Ordu-Giresun Airport office. The reservation was for a Hyundai Bayon petrol automatic or similar class. Despite this, we were handed over a vehicle with license plate 34 PTU 906, which belongs to the i20/Clio segment—clearly a class below our reserved category, as acknowledged by their own statements.
The office staff claimed that the i20 and the Bayon belong to the same segment and vehicle group. However, if they are truly in the same group, it makes no sense that they mentioned a partial refund for substituting the Bayon with this vehicle; I find this logic completely inconsistent. Furthermore, when we requested a Peugeot 2008 instead of the Bayon, they demanded an extra fee of $16 per day, adopting an opportunistic approach focused on extracting additional charges rather than providing a solution.
I am traveling with 5 people and large suitcases for 14 days, picking up my family in Samsun to travel to Istanbul. Therefore, cabin space and especially trunk capacity are of critical importance to me. Despite explicitly stating all of this, I was forced to take a smaller, narrower vehicle, and my requirements were completely disregarded.
As a repeat customer who has rented from Enterprise numerous times and been satisfied in the past, I found the staff's attitude during this rental extremely disappointing. I live abroad and hold a residence card and a Turkish driver's license. Despite this, no flexibility or assistance was offered regarding processing the payment with a foreign debit card. Instead of offering a workaround, I was forced to call a relative from Samsun to place the rental under their name and add myself as an additional driver just to complete the transaction.
To avoid further disrupting my travel plans, I was forced to take delivery of the vehicle despite all these issues. However, I demand that a vehicle suitable for my reserved group—a Hyundai Bayon petrol automatic or equivalent sized car—be delivered to me as soon as possible via a vehicle exchange in Samsun. If this is not possible, I request to be upgraded to a higher-segment vehicle at no additional charge to resolve my grievance.
I expect this matter not to be left solely at the level of the Ordu-Giresun Airport office, but to be thoroughly investigated by corporate customer service, along with a formal explanation for these contradictory practices regarding vehicle categories and payment processing, and an immediate, concrete resolution.
