I paid for my rental well in advance and expected to pick up the car I had paid for. Unfortunately my flight was delayed so I phoned the Manchester Airport branch as soon as I knew about the delay to let them know I was late. They said they would put a note on the file - they didn't. My lateness was compounded by me waiting in the wrong place for the shuttle - I had phoned them twice to check I was in the right place and was told twice I was. I phoned again to be told I was in the wrong place! When I arrived eventually to get the car there was a huge queue. When I finally got to the front I received a curt 'you should have been here at 1030'. I explained about my phone call but was told they didn't have the car I had paid for and I would have to pay an additional £54. Surely an airport branch should expect delays? She also tried to tell me my excess insurance probably wasn't good enough and wanted me to pay more. I certainly wasn't giving them any more money. It took another half hour for the car to appear. When I took it back I was told there were marks on it and I had to point out that everything was covered on the initial review. Obviously they were after yet more money. I complained via the website and received a totally inadequate reply from the 'manager' with a 'case closed' message at the end. So I emailed customer services who didn't bother to reply. These people are a bunch of sharks who try every trick in the book and should be avoided at all costs. Cheap for very good reasons.