autovia.it - Malpensa Aeroporto レビュー 

autovia.it - Malpensa Aeroporto からの回答

2日前

Gentile Cliente,

ci dispiace per il disagio, soprattutto perché riferisce di aver chiamato prima del ritiro proprio per verificare l’idoneità della carta.

Per il deposito cauzionale Autovia richiede una carta di credito fisica intestata al cliente e idonea alle operazioni di pre-autorizzazione. Non è quindi sufficiente che una carta sia indicata genericamente come “credit”: al banco viene verificata la compatibilità effettiva dello strumento con la procedura di garanzia prevista per il noleggio.

Ogni compagnia stabilisce autonomamente i propri requisiti di garanzia, quindi il fatto che la stessa carta sia stata accettata da un altro operatore non significa necessariamente che debba essere accettata anche da Autovia.

Detto questo, ci dispiace se le informazioni ricevute telefonicamente prima del ritiro non sono risultate coerenti con quanto verificato poi al banco. In situazioni come questa, le indicazioni devono essere il più possibile chiare.

Il Team Autovia

autovia.it - Malpensa Aeroporto からの回答

2日前

Gentile Cliente,
grazie per aver condiviso la sua esperienza con noi. Siamo felici che sia rimasto soddisfatto del servizio Autovia.
Il Team Autovia

autovia.it - Malpensa Aeroporto からの回答

2026年8月27日

Gentile Cliente,
la ringraziamo per aver dedicato del tempo a lasciarci una recensione. Siamo felici che abbia apprezzato il servizio ricevuto.
Il Team Autovia

autovia.it - Malpensa Aeroporto からの回答

2026年8月26日

Dear Customer,

we are sorry for the long wait and for the service you describe at the desk.

A change of the main renter is not simply an administrative change, particularly when the booking has been made through a broker. The person who signs the rental agreement must meet the applicable requirements, including those relating to documents and the credit card used as a guarantee, and changes to a third-party booking may require different contractual arrangements.

An Autovia protection plan is optional and is separate from the identity of the main renter. In some circumstances, however, a full protection solution may make it possible to proceed with a rental where the standard guarantee requirements cannot otherwise be met. This does not mean that purchasing additional protection is itself a mandatory condition for changing the driver.

We are nevertheless sorry for the three-hour wait and for the attitude and communication difficulties you report. Even when a booking requires additional checks or changes, customers should receive clear, courteous and understandable explanations.

The Autovia Team

autovia.it - Malpensa Aeroporto からの回答

2026年8月25日

Estimado Cliente,

lamentamos que esta situación le haya llevado a renunciar al alquiler.

Para recoger un vehículo, Autovia exige una tarjeta de crédito física a nombre del titular del alquiler y adecuada para realizar la preautorización necesaria como garantía. La tarjeta presentada en el mostrador debe permitir comprobar correctamente sus características y la titularidad. Si no es posible verificar que cumple los requisitos necesarios, puede no ser aceptada como garantía.

La protección completa es una cuestión distinta. Se trata de una solución opcional que, en determinadas circunstancias, puede permitir realizar el alquiler incluso cuando la tarjeta presentada no cumple los requisitos estándar de garantía, ya que elimina las franquicias previstas. Por este motivo, que una tarjeta pueda utilizarse con esta solución alternativa no significa que esa misma tarjeta fuese válida para constituir la garantía de la reserva original.

La cobertura que eventualmente se haya contratado a través de DiscoverCars también es distinta de los planes de protección de Autovia y no sustituye automáticamente los requisitos de garantía exigidos para recoger el vehículo.

Entendemos que la diferencia entre ambas situaciones pueda haber resultado poco clara, pero la contratación de la protección adicional sigue siendo facultativa y el cliente es libre de aceptarla o rechazarla.

También queremos señalar que afirmar públicamente que una empresa estafa a sus clientes o calificarla de “estafadora” es una acusación muy grave que, cuando carece de fundamento, puede tener carácter difamatorio. Autovia no puede aceptar este tipo de afirmaciones.

El Equipo Autovia

autovia.it - Malpensa Aeroporto からの回答

2026年8月25日

Dear Customer,

we are sorry for the long wait at our Malpensa branch and for the charges you describe after the rental.

An additional rental day is normally charged when the vehicle is returned beyond the applicable return tolerance. According to your account, however, the vehicle was returned before the agreed return time. If a second rental day was charged due to a system error, that charge must therefore be corrected accordingly.

The same principle applies to additional services: charges must correspond to services or amounts actually due under the rental agreement. You also state that you booked an automatic vehicle, received a manual one, and were nevertheless charged for a category upgrade and navigation that you did not use. These individual items need to match what was actually agreed and provided.

If the booked category is unavailable for reasons not attributable to the customer, assigning a higher category does not in itself justify an additional upgrade charge.

To allow us to review the case properly, please send all the documentation relating to the rental, together with the emails and messages exchanged with Booking.com, to customercare@autovia.it, including the booking and rental references.

We are also sorry for the difficulty you experienced in obtaining clear assistance and for the delay in receiving the refund already communicated to you.

The Autovia Team

autovia.it - Malpensa Aeroporto からの回答

2026年8月25日

Dear Customer,

we are sorry for the long wait at our Malpensa branch and for the way you felt you were treated.

Regarding the damage, any pre-existing marks should be recorded at collection, while at return the vehicle is checked for any new damage that goes beyond normal wear and tear. Very small superficial marks may, depending on their characteristics, fall within normal wear; otherwise the amount is calculated according to the applicable damage grid or technical assessment.

For this reason, the €405 amount cannot be judged simply from how visible the mark appeared: it depends on how the damage was classified and on the documentation supporting the assessment. At the same time, the customer has the right to receive the documentation relating to the claim and to dispute the amount.

We also regret the comment you report from the member of staff. A damage claim should be based on the recorded condition of the vehicle and the applicable assessment criteria, not on assumptions about whether the mark “was probably already there”.

The Autovia Team

autovia.it - Malpensa Aeroporto からの回答

2026年8月26日

Dear Customer,
thank you very much for your review. We hope you will choose Autovia again for your future rentals.
The Autovia Team

autovia.it - Malpensa Aeroporto からの回答

2026年8月5日

Lamentamos la experiencia que tuvo durante la recogida y la forma en que se le presentó el suplemento por el segundo conductor. Un servicio adicional debe explicarse con claridad y ser aceptado por el cliente, no percibirse como una obligación sin alternativas.

También lamentamos el problema con el asiento del conductor. Una posición de conducción tan incómoda debería haberse comprobado de inmediato y, cuando fuera posible, solucionado mediante la sustitución del vehículo.

Para verificar por qué se solicitó el suplemento y cómo se gestionó la entrega, puede enviarnos los datos de la reserva a customercare@autovia.it.

El equipo de Autovia

autovia.it - Malpensa Aeroporto からの回答

2026年7月27日

Dear Customer,
we are glad that your experience with our company was satisfactory. Thank you for your review.
The Autovia Team

autovia.it - Malpensa Aeroporto からの回答

2026年7月27日

Gentile Cliente,

ci dispiace per quanto accaduto e per il fatto che abbia dovuto rivolgersi a un avvocato.

Se un veicolo resta per un lungo periodo in un deposito o in un parcheggio delle autorità, possono essere applicati costi di custodia e recupero, ma ogni importo deve essere spiegato e documentato con chiarezza. Anche gli accordi scritti devono essere rispettati.

Comprendiamo perché questa gestione abbia compromesso la sua fiducia nella nostra società.

Il Team Autovia

autovia.it - Malpensa Aeroporto からの回答

2026年7月31日

Gentile Cliente,

ci dispiace per quanto accaduto a Milano Malpensa. Capisco la sua rabbia, ma non possiamo accettare che Autovia venga associata a una truffa.

Quanto riferisce sulla proposta di un’auto privata fuori dai canali ufficiali è molto grave e non rientra in alcuna procedura della nostra società. La segnalazione, insieme al voucher aggiornato e alle conferme ricevute da eDreams, dovrà essere verificata con attenzione. Sarà controllata anche la chiusura della prenotazione come “No Show”, considerando la sua presenza al banco e i documenti presentati.

Ci scusiamo per il disagio e per il comportamento descritto, che non rispecchia il servizio che il nostro team è tenuto a garantire.

Il Team Autovia

autovia.it - Malpensa Aeroporto からの回答

2026年7月20日

Dear Customer,

we are sorry for the difficulties you experienced with the shuttle service and for the outdated information about the branch location. We understand the inconvenience and the additional taxi cost you had to bear.

The pick-up instructions should have been clear and updated across all booking channels. We are nevertheless glad that you were eventually able to contact the branch through WhatsApp and reach the new location.

Thank you for your feedback, which will help us improve the information provided to customers.

The Autovia Team

autovia.it - Malpensa Aeroporto からの回答

2026年7月3日

Dear Customer,
we appreciate your kind words. Our team is glad to have contributed to a positive rental experience.
The Autovia Team

autovia.it - Malpensa Aeroporto からの回答

2026年6月29日

Dear Customer,
we are sorry for the inconvenience experienced at pick-up and for the impact this had on the start of your trip.

To release the vehicle, a physical credit card in the customer’s name is required, valid and technically suitable to cover the security deposit, excess amounts, possible extras and contractual obligations. The remaining validity of the card may also be relevant for the pre-authorization and guarantee process.

The information about pick-up requirements is stated in the voucher, rental conditions and communications provided during and after the booking process, including through intermediaries or partner airlines. Any alternative cards can only be assessed if compatible with the cardholder, booking and applicable conditions.

We are also sorry if the assistance at the desk was perceived as unhelpful or inappropriate. Your feedback will be taken into account to improve clarity and quality of communication.

The Autovia Team

autovia.it - Malpensa Aeroporto からの回答

2026年6月24日

Dear Customer,
your positive feedback is greatly appreciated. Thank you for trusting Autovia for your rental.
The Autovia Team

autovia.it - Malpensa Aeroporto からの回答

2026年6月24日

Gentile Cliente,
grazie per la sua valutazione. Ogni riscontro positivo rappresenta per noi uno stimolo a fare sempre meglio.
Il Team Autovia

autovia.it - Malpensa Aeroporto からの回答

2026年6月24日

Dear Customer,
thank you for your kind review. We are happy that you appreciated our service.
The Autovia Team

autovia.it - Malpensa Aeroporto からの回答

2026年6月24日

Dear Customer,
we are glad to hear that you had a positive rental experience with us. Thank you for choosing Autovia.
The Autovia Team

autovia.it - Malpensa Aeroporto からの回答

2026年6月19日

Kjære kunde,
vi beklager opplevelsen du beskriver, og vi forstår frustrasjonen din, både knyttet til problemene med shuttle-bussen og ventetiden ved skranken, samt belastningen som kom i etterkant.

Den reserverte bilkategorien skal respekteres i henhold til tilgjengelighet, med eventuell tildeling av en tilsvarende modell. Når det gjelder ønsket utstyr, som kjettinger eller sesongutstyr, forsøker vårt team å tilby den tilgjengelige løsningen ved henting.

Når det gjelder beløpet som ble belastet etter innlevering, skal enhver belastning være knyttet til en konkret begrunnelse og støttet av relevant dokumentasjon. Dersom du ikke har mottatt forklaring, kan du sende forespørselen på nytt til customercare@autovia.it med kontraktsnummer, dato og utleiekontor, slik at saken kan kontrolleres grundig.

Vi beklager også dersom du ikke har fått svar innen forventet tid. Tilbakemeldingen din vil bli tatt i betraktning for å forbedre kommunikasjon og kundeservice etter endt leieforhold.

Autovia-teamet