I booked a car at Barcelona airport. During the boarding at Zurich Airport, we were informed about a long delay in the flight, due to weather conditions. I tried to contact GoldCar Call Center at that time, but since it was after 8.00 pm CET – they only work from 8am to 8pm - I only managed to get the customer service email on the website, whom I wrote about the flight delay, knowing it was the last one of that day. During the flight to Barcelona, they replied me back, saying that they were waiting for me at Terminal 2 - I was arriving at Terminal 1, but it was OK - and that I'd able to collect the car. The flight landed after 11.30PM, and after I collected my luggage and I went to T2- more or less 35m aprox. The unpleasant surprised was to find that the office in T2 was closed, and nobody was there. The office in T1 was also closed because I checked before going to T2. I've sent several emails to customer service email address, attaching the email I received from them (saying they were "waiting for me"), and requesting to pick up the car the next day - because the payment was charged to my credit card - but until now I have no response. The day after, I was able to contact the customer service by phone, and when I explained all the external circumstances, I heard "well, you have lost the reservation, what a pity". A similar, but much more rude and aggressive response I got from an employee at the Barcelona Airport office, who practically told me "well, I suggest you sue the airline company because you were unable to follow our service clauses". It could happen that I had not "meet GoldCar services demands" but if customers inform about a flight delay - beyond their will- and GoldCard confirms that they are waiting for them, they should do so. They also had the right to informed me that due to my arrival time, despite the payment, the reservation was lost, but this was not the case. If a FYI: During the booking process, there was not any option to add the flight number, which would allow GoldCar to know the arrival of their customers.