SIXT Car & Van Hire - Liverpool Airport

Reviews

• JW

  James W

  May 15, 2026
  1.0
  Absolutely appalling experience with this branch and the so-called supervisor behind the counter. Genuine advice to future customers: avoid this branch completely. We booked a VW Golf Estate online for collection on 27/12/2021 and paid £1,643 in advance. After payment, we received a confirmation email from Sixt clearly stating that we only needed to bring the original driving licence along with the translation documents. We arrived at the branch on time with all valid documents, expecting a smooth collection process. Instead, what followed was an absolute nightmare. The first excuse we were given was that we could not collect the car because we did not have an International Driving Permit. We explained multiple times that the confirmation email specifically said this was not required. The staff member refused to listen and claimed it was “new policy,” yet refused to show us any written terms and conditions, promising instead that they would email them to us. We are still waiting. We then contacted customer service directly. The agent confirmed clearly that we did NOT need an International Driving Permit, only the licence and translation documents. The agent even spoke directly to the branch staff. Suddenly, the branch changed their story. The second excuse became that our booking confirmation displayed two question marks instead of the driver’s name. These question marks had been generated automatically by the system. Customer service again confirmed this was not an issue and advised us to update the details at the branch and collect the car. To resolve this, customer service advised us to cancel the booking and make a fresh reservation at the branch. We did exactly that. But then the branch insisted that my friend must be listed as the main driver, despite us repeatedly explaining that he would not be the primary driver. Then came the third excuse: we supposedly did not have the original driving licence. Customer service told us this was the branch’s latest reason for refusal. I immediately walked to the counter and physically showed them the original licence on the spot. Even the customer service agent admitted she could not understand why the branch continued refusing to release the vehicle. By this point, we had already spent over an hour going back and forth because every excuse the branch gave was contradicted by their own company’s customer service team. When we returned to the counter again demanding a proper explanation, they changed their story for the FOURTH time. Now we were told we had “triggered a risk alert” because we had spent too long contacting customer service trying to resolve the issue. Imagine being penalised simply for trying to fix problems created by the branch itself. Every single reason they used to refuse us was either false, inconsistent, or directly overturned by their own customer service representatives. The staff were rude, dismissive, unprofessional, and completely unwilling to take responsibility. This was one of the worst customer service experiences I have ever encountered. We will be filing a formal complaint and seeking legal advice regarding this situation. Avoid this branch at all costs.
• AK

  Amy Kelly

  Apr 20, 2026
  5.0
  Amazing experience very helpful
• AC

  Adrian Conlon

  Apr 10, 2026
  5.0
  Great service
• MS

  M Sal

  Mar 15, 2026
  5.0
  Sarah the manager with blond hair and the young Asian new employee (sorry forgot the name), were just AMAZING! BEST SERVICE EVER! Thank you so much for being helpful, attentive, caring and accommodating. You made our trip to London perfect! Thank you!
• WB

  Wez Banda

  Mar 11, 2026
  5.0
  Great customer service, as always. The entire process was fast and seamless. They provide absolutely outstanding service and high-quality cars.

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