Upon arrival at the store, you need to enter your order number on the machine to get a queue number. They have a priority policy for members, and both service counters prioritize members. This caused a long wait for non-members like me, which I found unreasonable and unfair. I suggest having one counter for members and others for non-members.

I'm a regular customer. This time the front desk slightly upsold the insurance.

Had to pay an additional Eur 200 for a car with winter tires. Had asked specifically for a car to drive in Switzerland. At the desk I was informed that driving the car I got in Switzerland was not allowed since it had only summer tires. Driving this car in Switzerland could result in fines and liability. But “you can pay extra for another car” staff then told me. I felt tricked and forced to pay extra.

When we collected the car we had to upgrade to a larger vehicle for another £45 in order to get snow chains.

The gentleman at the checkout desk tried to aggressively upsell me, which was uncomfortable. However the man who handled the car pickup and drop off was excellent! Very helpful and excellent customer service.