This is the complaint I sent to Tangerine about 2 weeks ago but haven't heard back yet. Please process this through your official channel:
I am writing to file a formal complaint regarding a deeply unsatisfactory experience during the pickup of my rental vehicle, and to request a full refund of €1,010 plus applicable taxes that were charged without justification.
BOOKING DETAILS
Booking Reference: D014522785
Pickup Date: 07/16/2026
Pickup Location: Lisbon
Vehicle Reserved: Volkswagen T-Cross
SUMMARY OF COMPLAINT
1. EXCESSIVE WAIT TIME
Upon arrival, my group waited approximately 2 hours to complete the pickup paperwork. This is wholly unacceptable and caused significant disruption to our travel plans.
2. VEHICLE UNAVAILABILITY
Your agent informed us that the VW T-Cross we had reserved was not available. This is a breach of our rental agreement. Tangerine Rent is contractually obligated to provide the reserved vehicle category or a comparable equivalent at no additional cost.
3. FALSE CLAIM REGARDING LUGGAGE CAPACITY
Your agent stated that the VW T-Cross could not accommodate our two large suitcases. This claim is factually incorrect. The VW T-Cross has a boot capacity of 385 litres (455 litres with rear seats adjusted), which is sufficient for two large suitcases. This appears to have been used as a pretext to justify a forced upgrade.
4. UNAUTHORIZED UPGRADE CHARGE OF €1,010 + TAX
Despite our clear objections, your agent presented a Ford vehicle as the only available option and demanded an upgrade payment of €1,010 plus tax. We were given no alternative and no choice but to pay this amount in order to collect a vehicle and not lose further time from our vacation. This constitutes a forced upsell under duress, which is contrary to Portuguese consumer protection law and EU Regulation 2019/1150.
REQUESTED RESOLUTION
I request a full refund of €1,010 plus applicable taxes within 14 days of this email.
