Overall, it was acceptable, except for the return process.

Extremely rude attitude, unwilling to solve problems, indifferent.

Only issue was that we were made to wait for the vehicle as it had not been cleaned beforehand.

Unfortunately the price drop was more of a price hike! It is quite unclear regarding booking price and the final price. Not sure there are any benefits from using it. Normally, you would pay a price and that is the price at booking which is honoured at commencement of hire.

Long queue at pick up. Instruction on pick up location in Milan airport could be more detailed .

The entire pickup process was appalling. The ticketing system in place doesn't work (people push, miss their numbers and return later) and we had to wait for well over 2 hours past our pick up time. One of the staff members was also quite rude (although the lady who eventually served us was fine). Each customer took so long to deal with - they really need to modify the collection process.