In an article published on the 12th May 2016, journalist Nick Trend from the Telegraph spoke directly with Goldcar CEO Juan Carlos Azcona to discuss common concerns raised by customers, most notably the practice of pressure-selling their own excess insurance at the rental desk.
Azcona revealed that staff are incentivised to sell extras such as additional insurance, but customers would not be pressure sold insurance if they had sufficient funds available to leave a deposit – a common practise within the rental car industry. He also revealed he was looking to improve service by rewarding his staff for high customer satisfaction ratings.
As a tip, it may be worth printing off a copy of the article to take with you on your travels. You can then show this to the rental desk staff should you encounter any issues.
Look forward to hearing from you.