Enterprise Sabiha Gökçen Refuses Reserved Economy Car and Demands Extra Fees
On the night of June 25, 2026, we arrived at the Enterprise office at Sabiha Gökçen Airport to pick up an economy automatic gasoline car (Hyundai i20 or similar) that we had booked weeks in advance through Booking.com. However, upon arriving late at night, we were informed that they had no vehicles remaining in the class explicitly specified in our reservation and could only offer us a pickup truck/van or an electric vehicle free of charge. Considering our planned route, speed limits, and highway toll passes, both options posed significant operational difficulties and hardships for us.
The staff member on duty, named Ö****, handled the situation with an extremely unprofessional attitude, acting as though to say, "We are upgrading you, what more do you want?" and using a dismissive, mocking tone toward our predicament. Instead of providing a comparable gasoline passenger car as requested, he stated that we would have to pay an additional $21 per day for such a vehicle. Upon checking with other rental companies at the same airport location, we learned that electric vehicles or utility vans are not standard upgrade equivalents and that customers in these situations are typically upgraded to a standard sedan (such as a Fiat Egea). A customer who reserves a standard gasoline or diesel passenger car weeks in advance should be provided a similar passenger vehicle suited to normal driving conditions, yet no such reasonable alternative was offered.
Due to this uncooperative stance, we lost valuable time and were forced to rent from another provider at the counter late at night at a significantly higher last-minute rate. Furthermore, we only received a partial refund from Booking.com, resulting in direct financial loss from both the unrefunded balance and the expensive walk-up rental fee. I demand a formal investigation into our experience at the Enterprise Sabiha Gökçen office—specifically regarding the unprofessional conduct of employee Ö****—along with a written explanation and apology.
Additionally, I expect full compensation for the financial losses incurred as a result of this incident, or at least a reasonable reimbursement of our out-of-pocket expenses, alongside corrective measures to prevent other customers from facing similar issues.
