Used Malagacar for years, great cars competitively priced. The only problem has always been with the pick up "carry on" getting on the bus at the airport. I thought the introduction of number allocation upon arrival would have resolved this but that has stopped. I then noticed their "Full Pack" option; this promised and I quote "priority check-in with express pick-up & return service" so I booked it. Just back from Malaga yesterday and having experienced this new service I need to comment, 1) No change to the usual fighting and chaos to board the bus, 2) Very long queue at office stretching out the door, no sign of a "full pack" priority check in. That said a staff member walking past asked if any one had purchased the full pack and at that point I was lead to the front of the queue and checked in. (That was worth any extra money I paid as I was spared a long wait in the queue), much to the other customers disgust. 3) When returning the car we where shown to the bus and sat there whilst it was filled to capacity before setting off. Is this the express return service advertised under the "full pack"? Again happy with the car and service received, but company needs to take note.
Reply by Malagacar.com
Dear Mr. Laughland,
Thanks for your words which are really welcome.
No change to the usual fighting and chaos to board the bus,
You arrived in rush hour with other 35 families. We are working with a system based on "numbers in order of receipt system”, precisely to avoid jostling. Anyway I'll talk to the staff to emphasize to all customers who have to avoid pushing. Shuttle drivers will be aware that all are carried in order of arrival.
Very long queue at office stretching out the door, no sign of a "full pack" priority check in. That said a staff member walking past asked if anyone had purchased the full pack and at that point I was lead to the front of the queue and checked in. (That was worth any extra money I paid as I was spared a long wait in the queue), much to the other customers disgust.
We are working with single line and the staff ask every minute for customers with Full Pack conditions so this is why the staff was asking for. The full pack includes Full insurance, extra driver and half-half policy and for free no waiting time so you were not overcharged for no waiting time. For future bookings go directly to desks number 3 or 4 and don’t wait the queue.
When returning the car we were shown to the bus and sat there whilst it was filled to capacity before setting off. Is this the express return service advertised under the "full pack"?
Always is possible, the customers are drive to departure with the own car.
Regards,
J. Alberto Anglada
We have hired cars from you for 4 years or more and always been very pleased with the service. Today we appreciated you more as our car was damaged by some jerk trying to break in we could not get into the car. We phoned you at 5pm you sent a breakdown service vehicle who managed to get in we then returned the car to you changed it and came back home to Alcaucin near torre by 8 pm that is what we call service, and that is why we will always hire cars from you. Thank you
Took Full package with half a tank of diesel (30 liters). Was told when collecting car that if I would return car with less than half tank would only need to pay difference based on current market diesel price of ~1 EUR per liter. I returned the car only using 15 Liters of Diesel so expected to get charged 15 Euros. I was actually charged 33 Euros! Which means they have either charged me for 33 liters or they charge 2.2 Euro per liter - more than double market rate. Unsatisfactory response from Malagacar.com - 'You booked FULL PACK you have to return with the same. That's why CHARGED TO IT.' Next time will choose a company that lives up to its promise.
Response from MalagaCar.com:
Dear Mr. Palmer, I can see in the system the car was returned with not fuel at all so you were charged for half a tank of fuel and not only 15 litres.
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