Objectively speaking, their communication with us before picking up the car was prompt and detailed. They added us on WeChat and explained the pick-up details clearly, which was very satisfactory. However, their response when an issue arose was terrible. We had purchased full insurance, but on the morning we were to return the car and catch our flight, the car wouldn't start! Note that we hadn't used the car the day before and had specifically checked all the lights and everything when we parked it. The most likely cause was a dead battery! Of course, we didn't have proof that the lights were turned off. What I want to point out is that when this issue occurred, we immediately contacted the rental company for help, but the insurance company's personnel never showed up. Due to our urgency to catch the flight, after waiting for an hour and negotiating with the rental company's customer service, we decided to leave the car and take a taxi to the airport, which cost us an additional 2547 for roadside assistance. We had no choice because we were in a hurry. It turns out, the insurance company personnel who supposedly were coming an hour earlier, hadn't even left by the time we took the taxi! I was really furious. We wasted an hour waiting, nearly missed our flight, and still had to pay for roadside assistance. The whole point of having full insurance is lost. Their handling of the situation was utterly disappointing.
The staff in Phuket never contacted me in advance via WeChat to inform me about the pickup details and location. I had to search for a long time, and when I finally saw a bunch of people at the counter on their phones, they didn't seem to be aware of my reservation and had to look it up!
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Customer Service
Rental from Phuket airport
Dislike: Not very friendly staff
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