AVOID THIS BUSINESS

We returned home from beautiful Iceland last evening filled with great memories (as well as pictures and souvenirs). The only negative of our entire trip was our experience with City Car Rentals, a business we were referred to by an Iceland travel site (and ultimately lead to me changing from Europcar).

Our troubles began with the nearly 60 minute wait for pick up at the airport (although they had my round trip flight info as well as others who too, were waiting on the shuttle). Our driver was friendly and engaging: however, once we arrived at the office, we were met by one of the least customer service oriented employees I have ever met (in a business that relies on providing foreigners car rental options and service). This gentleman proceeded to info us (and many in our group) that he would be putting a $3000USD hold on our credit card (I cannot find mention of this in the info they provided us with our reservation) and then requiring a $15 fee for the return trip to the airport (how else would we get there?). This charge is clearly missing in their confirmation of the paid reservation as the notification says “Airport Dropoff: Drop off your rental vehicle at our Keflavík office, located at Njarðarbraut 11, 260 Reykjanesbær (Keflavík). From there we will transfer you straight away to the departure hall at Keflavík International Airport. Our Keflavík International Airport Drop Off service is available always when flights are departing from Keflavík International Airport. Service is available two hours before first/last flight every day all year around.”.

Upon return, we were informed that we had returned our car five hours later than what our original reservation said and in spite of the fact I explained that we had discussed this with the agent at check in (that I had entered the return time in the Eastern Standard Time which of course is five hours earlier than Iceland’s time zone), he refused to listen and went on to charge my card for an additional day.

When we return to Iceland, we will walk before spending any time or money with this company.