Satisfied, no aggressive insurance upselling.

The car was booked at the North Station! When we arrived, it was closed. We had to go to the South Station to pick up the car, but we were told the car was in the North Station parking lot. We complained for a long time before they finally brought the car to the South Station for us. Also, if you choose to buy extra insurance from the rental company, you must carefully inspect the car body and windows because they won't check the car for you at pick-up. Due to dark weather, they generally ask you to report any issues within 24 hours, which is very passive. Be careful!

We received an unexpected upgrade

I arrived an hour after the time indicated. The person at the counter told me I would need to wait an additional 30 mins, because I was late. This didn't make a huge amount of sense to me as they didn't appear to be busy... Also, she clearly had all my details already but insisted on typing them all into her own system again. The car was fine. Ok condition but smelled too strongly of air freshener.

Like: The ease of the booking and the car was amazing
Dislike: The queue at Gatwick was the only bad thing. The staff was working hard but there was only 2 of them. We waited over an hour and had just got off a 21 hour flight.