First Car Rental CPT AirPort

I booked and paid for a Group B car on 22 April 2026. When I booked it, I also booked and paid for a car seat for our baby. Upon arrival at the CPT Aiport branch, Tarren assisted us with our booking and informed us that we have gotten a free upgrade (from our guaranteed VW Polo) to a Suzuki Ciaz. I didn’t believe that it was a “free upgrade” since we purchased the Group B car in the first place. Tarren knew it was raining and she could see we have our baby with us. She told us that the car is quite far and she suggests one of us go to fetch the car and park it closer. The car was parked at lot 76. VERY FAR. We were told that the guys who work outside don’t do inspections of the car when it’s raining and we were left to our own devices. We eventually got the baby and our luggage to the car when it started raining heavily. I quickly tried to fit the car seat just to find out this “upgrade” of a car doesn’t have isofix for the car seat. I run back to Tarren and she informed me that they only have isofix car seats. WHY, if you knew for 4 days that I’m brining my baby and I ordered a car seat, will you “upgrade” me to a car with no Isofix for the car seat?? The service was absolutely horrible from there on. We were told to take both the keys and go swop out the Suzuki for the Citroen (which has isofix) ourselves. In. The. Rain. After I finally got the car seat fitted in the Citroen, I wanted to speak to the supervisor. Banzi assisted us (he was exceptionally nice and helpful - the only one in that branch). The supervisor pretended to be busy and seemed less than interested to address our situation. The supervisor never spoke to us and kept walking in circles in an attempt to avoid speaking to us.

The car they gave us (Citroen) have a lot of issues. While driving on the highway, we noticed that the bonnet wasn’t fully closed. It could have flown open at any time. The driver door key slot is lose. The centre brake light’s cover on the inside of the boot is missing. Wires exposed.

It’s just been a horrible experience and we are very hurt that the branch and its employees were okey letting our baby and our belongings be exposed to the rain and wind. It’s very disheartening and saddening. We sincerely hope that an actual supervisor/manager/branch owner will be more willing to help us make this right than the supervisor that was on duty there today. I lodged this complaint on their online platform on 26 April. To day I have not had a response from them.