Individual employee, CHARLIE at Stansted was EXCELLENT - 5 star. Unfortunately service after that was poor. Absolutely zero interest in customer service, clearly no sense of understanding that with a plethora of car rental companies to choose from public opinion and reviews do matter, no sense that a customer is more likely to return to a company with whom they have had a good experience. Our circumstances changed meaning we needed to return the car early - impossible to speak to a manager on the phone (they were in meetings all day, apparently). Really disappointing, especially after a positive experience when we collected the car.