The service was warm and attentive

Everything was good, no complaints

Service needs improvement: Information about fuel type, emergency contact, and return procedures was only provided upon request. When the customer expressed unfamiliarity with the parking lot, they were only accompanied to the car after requesting it. During the rental period, one day they received a parking fine for overtime parking. Worried about communication issues over the phone, they drove to the rental counter at the airport to seek assistance. The first staff member they encountered was indifferent, and even after finding another staff member, who was too busy, they could not get proper guidance. Feeling helpless, they sought help at the parking lot where a staff member kindly explained the parking and payment details. They were very grateful to that staff member, but overall, the rental company’s service was lacking. The refund time for the deposit was also not communicated. There was no emergency service in Chinese, which was inconvenient for Chinese customers.

The car was good but gutless. The pick up time was unacceptable. Staff were good under the circumstances.

Poor counter staffs. The car we booked was not available and they tried to downgrade us to another car that can never put all our luggages inside. We booked a bigger car foreseeing we needed to put in quite a number of luggages. In similar cases in the past, we would be upgraded to another bigger car only instead of being pushed into a smaller car. 1, pirce is not the same. 2, it simply didn’t work! It took us 30 mins. We insisted and then was asked to wait for another 30 mins because they needed to wash the car! I think all these should have been managed better given they are clear what kind of cars customers have booked! I will go with another car rental company next time!