Unfortunate Experience with Discover Cars Booking (Fell Like Iv Been Scammed)

I am formally expressing my dissatisfaction with an experience I encountered with Discover Cars, as well as the subsequent dispute resolution process with AMEX. I believe it is of paramount importance to bring this matter to your attention for your consideration and understanding.

On June 9th, 2023, I made a reservation through Discover Cars’ website for a car rental, specifying a pick-up time of 10:00 PM at Bergamo Airport, Italy. It is imperative to note that during the booking process, I meticulously input the requisite information as requested by the website. Upon reaching the payment gateway, I noticed an unusual discrepancy – while my chosen time was indeed indicated as 22:00, the displayed time on the gateway page was rendered as 10:00, without a clear distinction between AM and PM.

In an endeavor to rectify this discrepancy, I repeated the booking process, taking a screenshot at the pivotal juncture which explicitly indicated my selection of 22:00. Regrettably, my efforts were met with the same outcome during the second attempt, with the payment gateway once again displaying the ambiguous 10:00 time. While I endeavored to contact Discover Cars via telephone to seek clarification, my endeavors proved futile as the extensive wait time dissuaded me from pursuing further communication.

Fast-forwarding to June 27th, the day of the intended car rental at Bergamo Airport, my family and I encountered an unfortunate series of events. Upon presenting ourselves at the "Viaggiare" check-in counter at 10:00 PM, we were met with discourtesy and condescension from the staff. Despite providing evidence of my chosen pick-up time and the technical glitch encountered during booking, we were unfairly labeled as no-shows and informed that our reservation had been scheduled for 10:00 AM instead.

My attempts to reason with the "Viaggiare" staff were met with indifference, and they levied the responsibility of resolution onto Discover Cars, mentioning a joint financial involvement in the booking. Despite my appeal to their sense of empathy considering the presence of two disabled children in our party, the suggestion of renting an alternative vehicle at a significantly higher cost was their sole recourse.

Subsequent to these events, I initiated contact with AMEX to mediate the dispute. To my profound disappointment, both of my disputes were promptly closed in favor of Discover Cars. This outcome, despite my clear documentation and evidence, has left me with an impression that Discover Cars’ association with AMEX carries substantial influence, given their volume of business transactions.

It is my sincerest belief that my situation merits a more impartial and equitable resolution. Having spent £450.68 for a service not rendered, and having encountered distressing circumstances, I am left disillusioned and disheartened by the outcomes thus far. I remain steadfast in my intention to escalate this matter to my local Member of Parliament, as well as relevant consumer protection bodies, to ensure that my concerns are adequately addressed.