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Dear Mr. Keilbach,
We apologize for the inconvenience you experienced with our shuttle service, particularly the extended waiting time of over 20 minutes. We understand that your time is valuable, and such delays are far from the level of service we aim to provide.
During the high tourist season, unexpected delays in our shuttle service can indeed occur, however it happens rarely. Your feedback is important to us, as we are continuously working to improve our processes to ensure more efficient services for our customers.
To offer more flexibility to our customers, we have recently introduced two different ways to pick up our rental cars, as described on our website. You can now choose between airport pick-up, which incurs an additional fee due to the increased airport fees and rents imposed by landlords, or office pick-up. To maintain competitive pricing and provide the best service at the most affordable rates, these changes have become necessary.
We hope that this situation has not significantly impacted your overall rental experience. Your satisfaction is important to us, and we look forward to the opportunity to welcome you as our customer again.
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