I had booked our holiday in Italy for my family of seven. We planned to fly from London to Milan, rent a car, and then drive down to Luca. We had booked a Mercedes Vito-sized car from a local car rental company in Milan, just outside Malpensa airport, using VIP Cars. By the time we arrived late on Friday evening (almost midnight due to flight delays), the car rental company was almost closed, but they did keep the office open just for us. Upon arrival, we were told by the car company that they had reserved a Peugeot 5008 car for us, which is a 5+2 seater car with little space for any storage when all seven seats are taken. They had no other seven or nine-seater (which we booked) and claimed it was a mistake made by VIP Cars. They offered to drop us back at the Malpensa airport, but we now had no car and had an entire road trip booked driving around Italy. Fortunately, we had a hotel booked near the airport where we planned to stay overnight before leaving for Luca the next day. Somehow, we managed to transport ourselves and all the luggage (four suitcases) to the hotel and spent the night worrying about how to get a nine-seater car last minute at the peak of the holiday season. A quick look online indicated there were hardly any cars available, and what was available was at extortionate prices. Next morning, I called VIP Cars (I should have called the night before when we had the issue as they offer 24/7 support) and explained what happened. I was half expecting them to tell us it was not their fault, stating they had booked a seven-seater car as requested. But VIP Cars’ representative, Alex Ranie, was extremely understanding, polite, and helpful. He assured us not to worry and leave the matter with him. Although skeptical at first, I chose to trust him as I didn't have many options. While I was on hold, Alex managed to reach out to a few local car suppliers in Milan and secured us a nine-seater car (van) with the seating and luggage capacity we needed. Not only did he manage to get us the new car, but he also gave us a further 175 euros discount on the rental price and recommended we buy their fully comprehensive insurance, which cost about £100. If that wasn't enough, he remained in constant contact with me while I made my way to the car rental company, stood in the queue, and ended up having an argument with the car rental company about why I wasn't buying their fully comprehensive insurance. He personally spoke with the car company agent, explained the insurance I have with VIP Cars, and came to my aid. Alex advised me to take detailed videos and photos of the car and remained in touch throughout our journey. Words cannot express the relief we felt due to the support we received from Alex during our ordeal. We went from having no car and almost having to cancel our holiday to getting back on track. The support we received from Alex Ranie at VIP Cars was a godsend. Thank you, Alex, and VIP cars for your excellent customer service. You not only managed to get us a nine-seater car at the last minute but also saved us over 1500 euros in overall rental cost. You have won a customer and advocate for life. I am super grateful to VIP Cars, and specifically to Alex, for making this holiday possible for us.