Netflight 24h car cancellation issue

manumarchal

Hi,

I'm looking for advice on how to deal with Netflights.com

I made a booking for a car rental and 26h before pick up time (midnight monday morning - 7pm Sunday Eastern time zone). I had to cancel and i issued a cancellation via email. this was done on a Saturday at 10pm, so giving 26hrs notice to cancel.

Their site terms and conditions says:
"Car Hire bookings only: Cancellation is free of charge up to 24 hours prior to departure, any cancellations within 24 hours will be subject to a 100% cancellation fee."


Netflights however claims that I can't get a refund because I didn't give them 24h notice as follow

"I have just checked with the manager that sent this email to you and unfortunately it is 24 hours our time not local time for collection because of the time difference so it is 100% cancellation."

I feel Netflights is not playing by the rules.

I'm wondering how to get my money back. Any suggestion?

Best

richardw

"Our time, not local time" seems reasonable to me.

eDicky

A period of time does not vary in different time zones. If you measure 26hrs in GMT, or in EST (but not mixing the two) it remains 26hrs. If the OP has made no mistake in calculating the period when taking into account the time difference (it's not very clear), then I don't see how Netflights can say that the period is shortened by being in 'our time' or 'local time' (whatever they mean by that).

blindman

manumarchal wrote: »

Hi,

I'm looking for advice on how to deal with Netflights.com

I made a booking for a car rental and 26h before pick up time (midnight monday morning - 7pm Sunday Eastern time zone). I had to cancel and i issued a cancellation via email. this was done on a Saturday at 10pm, so giving 26hrs notice to cancel......


Netflights however claims that I can't get a refund because I didn't give them 24h notice as follow

"I have just checked with the manager that sent this email to you and unfortunately it is 24 hours our time not local time for collection because of the time difference so it is 100% cancellation."

I feel Netflights is not playing by the rules.

I'm wondering how to get my money back. Any suggestion?

Best

You need to repost the exact times (and time zones) you are refering to as

before pick up time (midnight monday morning - 7pm Sunday Eastern time zone).

Makes no sense

cancellation via email. this was done on a Saturday at 10pm

Is that UK time or Eastern time or what?

Confusing it is

Alan_Bowen

Yes the timings are crucial, as I read it you were due to pick up at 1900 local and cancelled 2200 the night before. If that is the case, there isn't a 24 period.

baza52

OP is saying he was due to pick the car up at Midnight Monday (which is 7pm sunday in the US) and cancelled at 10pm the night before (UK) time.
That would be 5pm local time in the US.

Caz3121

manumarchal wrote: »

I had to cancel and i issued a cancellation via email. this was done on a Saturday at 10pm

OP, which email address did you use?
I wonder if this is confusion with an email being sent out of hours (so netflights not being able to process the cancellation in time)
There is a separate email address (urgentcustomerservices) for travel in the next 7 days which I assume gets monitored more frequently whilst the customerservices email would likely not have been picked up till 10am the next day

manumarchal

Hi,

I email them 22h GMT on Saturday evening to cancel
The booking was due to start at 19h (Eastern Time zone) Sunday, which is 00h Monday GMT.

that is 26h before the booking was due to start.

manumarchal

I emailed both the standard email as well as the emergency one.

eDicky

Ok, now it's clear that you sent notification of cancellation 26hrs before collection time.

There is still no explanation for this apparent gibberish:

manumarchal wrote: »

"I have just checked with the manager that sent this email to you and unfortunately it is 24 hours our time not local time for collection because of the time difference so it is 100% cancellation."

Is that actually what they wrote to you?

I think you need to insist that you fulfilled the terms for free cancellation.

manumarchal

this is word for word what they wrote to me

It came from:

Administration Consultant
Gold Medal Travel Group PLC
The Trident Centre
Port Way
Ribble Docklands
Preston
Lancashire
PR2 2QG