Took three hours to pick up the car

It's surprising that such a big company doesn't have a POS machine. Manual entry had to be used for payment, and since I used a HSBC card, the bank saw it as a risky transaction and froze the merchant's account. I couldn't rent the car as a result.

It was quite convenient; both pickup and drop-off were very quick. The parking lot and the place to complete car rental formalities were very close to the arrival hall.

The process took a long time and there were many people waiting. The vehicle was different from the one we reserved; they gave us a 9-seater van, which was very inconvenient for navigating through the small towns in Italy. Additionally, our drop-off point was in the center of Palermo, requiring us to pass through the ZTL zone, for which we had to pay an extra 5 euros. They neither provided a service to remove the charge nor sold the tickets for it.

The printed form clearly stated not to add extra insurance, as I already purchased third-party full insurance. However, they still held our full insurance and theft insurance. After negotiation, they claimed to have canceled the operation, but the money has not yet been returned to my credit card.