you should complain to Carjet.

they are the company that arranged the booking and are the ones that should mediate between you and Goldcar

Worst service ever from Goldcar hire in Palma airport, Mallorca.

The queue to pick up the car in the terminal was 1 hour 45 minutes plus. They spent on average 25 minutes processing each customer.

I watched as tens of users who'd waited for an hour finally gave up and went to another car hirer to pay a higher fee, but get one of their cars instead.

God forbid if you don't have a print off of the agreement. Even though they can see the reference number for your reservation, they turn you away without refund.

We choose them via carhire3000, (who had the best price online), but pickup was through goldcar hire in the airport. They were terrible.

NEVER AGAIN. Worst customer services ever. Staff are completely overrun, and don't care one jot. No apology for extraordinary waiting time. staff were in no hurry to clear the queue. not flexible at all. rude and surly! If you exit the arrivals side to be served on the other side, you're in for a long wait, as they place next to no staff on this side, and you can't get back in to the other baggage reclaim side again.

To make it worse, they charge you for a full tank of fuel that you have to accept, saying "return it empty". problem is that after 6 trips across the island on our week long holiday, we'd still not even used half a tank (thus scammed by approximately 40 euro of unused petrol). They obviously do this for a reason and are on to a winner to supplement their low initial online fee, by charging (over the odds) for a full tank, knowing full well that they're likely to have the car returned with only a quarter of the tank used.

My experience of goldcar means that forever more i will pay attention to hirecar, and not just go for the cheapest online option (which can end up as more expensive when the load you up with hidden extras at the pickup location).

lastly, i ordered an estate car, so i could fit in 4 adults and my 4 month old baby (car seat/pram/luggage/etc), but they had none left, so we were given what i would describe as a downgrade to a smaller car, where we struggled to fit everything in. After taking 2.5 hours beginning to end to queue, process, then pick up the car, i had lost all fight by this point and just wanted to get my angry and bored passengers out of there and over to our villa to start the holiday.

I can honestly recommend never using goldcar hire again, to anyone. It's a false economy with terrible service.

I would strongly advise against using this company. We booked car hire through Carjet and were allocated this rental company. On arrival we were told that the car wasn't available, even though we had booked in advance and notified the company of our flight details. We were asked if we wanted to pay more for an alternative car which we declined. Finally after waiting around for about 45 minutes a car was provided. However the car had no spare tyre - we only discovered this when we had a flat on a mountain road. We tried to call the helpline number and kept trying for nearly an hour - each time the line was engaged. Eventually we called their office number and were transferred to the helpline. We were told that someone would be out within an hour, but no one arrived and we waited and waited by the side of the mountain road. We called again, had to explain our story again, and were told that it would not be long. Again we waited for another hour. This went on and on, costing more and more (we only had a mobile and the international rates are exorbitant). Eventually after about 3-4 hours, a tow truck arrived and took us back to our accommodation. We were told that we would be able to claim compensation but I have tried emailing customer services at Goldcar and have had no response to my 4 emails.