Cael at Lisbon Airport

Pros: good quality car

Cons: insurance was a bit confusing. they insisted on keeping 2500 hold on credit card

Pros: The procedure was very simple, the agent were all very nice and helpful!

Cons: Nothing, everything was perfect

Pros: Affordable and very good customer service

Cons: Agent was a good communicator and I appreciated being able to messaged on whatsapp to get assistance.

Pros: Confiabilidade

Cons: Custo do seguro.

Pros: Our only complaint was the shuttle driver/rental agent at pick up was quite rude. All other staff and agents were very friendly and helpful.

Pros: Só tenho a agradecer, não conhecia e fomos muito bem recepcionanadoa

Pros: Very friendly

Pros: Very good customer service.

Cons: Total price on Discovercars.com was not the same Cael charged. Cael claimed that the price was higher because the rental was done through Discovercars.com.

Pros: Amazing experience. Great staff, clean car, and it was the vehicle i wanted.

Cons: I got the car i requested

Pros: Employees were pleasant.

Pros: Staff were good, obviously not their fault for their rules. See next comment.

Cons: They wouldn’t accept my credit card as it expired at the end of the month (their paperwork said I needed to provide a valid credit card - it was valid it expired a week after I returned the car). I had to pay €210 euros as an insurance. Not happy.

Pros: Very knowledgeable and helpful.

Pros: Super nice representatives both in pickup and dropoff. Dropoff was blazing fast, 60 seconds! Car was clean and felt new

Pros: nothing.

Cons: nothing.

Pros: Professional and courteous

Cons: Nothing

Pros: Great service.

Cons: the persona I got was very rude she just not be customer service I also witness another person be rude to a customer i could not believe my ears.

Pros: Car is clean and new

Cons: Staff is nice and helpful

Pros: Friendly employees

Cons: Small parking lot

Pros: Very efficient and professional

Cons: Nothing

Pros: Terrible experience

Cons: Cael never picked me up to return thr car to the airport even though they charged extra 30 euros for this service. I had to get uber at 5am to make it to my flight Rude customer servicr. Never reusing them

Pros: Friendly and kind staff and quick shuttle service. Paperwork was completely quickly and I was in my car and off in no time!

Cons: Nothing! Best rental experience I've ever had.

Pros: They were nice.

Cons: Nothing.

Pros: Great communication and helpful staff

Cons: Nothing car rentals overall were expensive for what we wanted but Cael were reasonable in comparison to others

Pros: Cael was great. No issues with cars Very disappointed after having a tire damaged and having to exchange cars got good service for that but the loss of use for better part of day plus time wasted waiting and exchanging was not reflected on costs. Everyone deflects to others (assistance) and who cares about customer. We offers to take the car to a nearby tire shop for repair replacement in order to maintain use of the car and that wasn't available Burrocracy at its best!

Cons: Read above Cael did their job

Pros: They got it wrong and I was only offered the €35 euros refund

Cons: Not a lot

Pros: Easy to deal with representatives

Cons: Size of car not equivalent to one on website. Ordered a captur and got a seat arona. Tire pressure should have been noticed by your staff.

Pros: They pick you up at the airport and take Toto the vehicle

Cons: The fact that there was only one person working at the time of our arrival this causing delays in picking us up and completing the paperwork.

Pros: When we dropped off the car at Porto airport airport the CAEL customer service was ok.

Cons: We waited for over an hour for the pre arranged shuttle to pick us up from Lisbon airport. I’m disabled and standing in the hot sun waiting for over an hour after a long flight was very difficult and painful. We did not get the car that we reserved. I needed a car with lots of leg room due to my condition. Customer service was terrible. Lots of additional surprise fees added on to the price. Bad experience and I would definitely not recommend CAEL Lisbon to anyone

Pros: Good customer service,

Pros: Impeccable 👌

Cons: Formidable

Pros: quick and easy pickup and drop off

Cons: toll system mandatory use was only disclosed at the desk

Pros: Nothing, all they were interested was to sell me on additional insurance and an upgrade. Will never use your company again for auto rentals.

Cons: Agent was not at the airport per the instructions, I had to find a phone and called their office and they said that he would be there in 10 mintues and it took him 45 minutes to arrive. Once he arrived he did not even help with the baggage from inside the airport to the street van. The auto return was done one day early and did not receive any refund and while it is a small distance to the airport, it is very difficult to find, even the car GPS system did not have a return auto address.

Pros: Everything was clear and as advertised.

Cons: At airport the pick up point for the shuttle was not obvious, but easy enough to figure out.

Pros: I was worried after reading general reviews of a car rental and this company not being a large international company. But at the end no issues whatsoever. Car in a good condition, very reasonable and quick employees at pick up and drop off, no complications, kind and helpfull approach (especially Andre at drop off, Cael office near the Lisbon airport).

Cons: Children car seats. They should buy new ones. The seat for up to 18 kg was a good brand but broken and wobly around head so suspicious what had been happening with it before and if still safe. The second seat (15-36 kg) they did not have, just a booster. And it was not enough for my son. He was "burried" in the car and could not sit properly. So they gave him a back from another seat which however could not be connected to the booster. Well better than nothing but uncomfortable and not too safe.

Pros: Fast and efficient.

Cons: Deposit amount too high

Pros: Great staff and outstanding service

Cons: Car was in good shape but pick up and drop off services took forever. They were very pushy about full coverage even after I declined due to having coverage elsewhere. They also kept adding charges at the end. They forgot to charge for the verde lane and then added a charge for a tiny barely visible chip on the window that honestly could have been there before we left. Airport transfers were fairly far and they drove

Pros: easy to rent the car, great english, we arrived early and they prepared the car for us, didn't try to sell us things we didn't need

Cons: n/a

Pros: Dropping off was a nightmare!

Cons: Dropping off was a nightmare! Receptionist was awful!

Pros: Very well staffed and professional

Cons: Pushing extra insurance on me

Pros: Very good customer service

Cons: Please make sure all fluids are topped up before handing out the vehicle to the customer ( ex.: windshield fluid washer).

Pros: I’ve never had the experience like this. So good.

Cons: The navigation is horrible. A waste of money. Put me usually a few blocks away

Pros: Fast, easy, no hassle. I was worried about getting charged for the smallest scratch but agents were very thorough when inspecting at pickup so there wasn't an issue.

Cons: Extra fees for Spain. Seems unecessary

Cons: Ended up paying 100 euro extra than was supposed to.

Pros: Good information provided by agent

Cons: Waiting 25 minutes beyond the arranged time for the shuttle service to pick up the car

Pros: Excellent service and rental car! The service agent at the desk was outstanding!

Cons: - The car rental agent who picked us up at the airport and was responsible for briefing us about the car functionality and controls was extremely impatient. - User manual for the rental car was not provided or placed within the glove compartment.

Pros: We brought too much luggage. It was nice of them to let us put our luggage in their suggested cars so that we could figure out if it would fit.

Pros: Car was nice Peugeot manual for a fair price. Enjoyed driving manual.

Cons: Resented the push to uograde to much bigger automatic at 2x the cost

Pros: A very good rate for size of car needed. Although off site (airport) it was easy to find and staff would meet you at airport. Did shuttle us to the airport.

Cons: Was hit while parked. Cost for repair was fine but there was s 23% tax which I found disappointing and huge.

Pros: Responsive and friendly staff

Pros: Clean and good priced

Cons: It took them 1 hour to pick us up at airport. They advertise that they will be waiting for you They were not!!

Pros: Good reps and accommodating service

Cons: No problems with Cael

Pros: Car good.

Cons: The annual insurance sticker was not on car. Police pointed this out and we had to call to get them to email it and then we printed dit out and put it on. Frustrating. No apology.

Pros: Good car, clean, friendly staff, no pressure to buy extra insurance cover (we have our own annual policy to cover excess)

Cons: There was no representative when we arrived and it took them a while to pick us up

Pros: The car was very clean and it didn't give us any problems. The service desk people were friendly and efficient.

Cons: The location of the rental car center was difficult for us to find when returning the car. We just are not accustomed to driving in Portugal and the Lisbon roads in particular.

Pros: Friendliness of the staff,.

Cons: The shuttle driver talked on his phone the whole drive to the airport. In busy traffic I would appreciate 100% attention.

Pros: Efficient and nice

Cons: Nothing

Pros: Everything was great

Cons: No complaints

Cons: Cael is a rip off

Pros: Excellent service

Pros: All was good.

Pros: Efficient transport to and from airport. Car was ready and waiting for us when we arrived.

Cons: Good overall. Being on airport would be faster / more convenient, but likely also would add to the cost. Worth the trade-off.

Pros: Cael was excellent , they run a great honest shop. Would definitely rent from them again

Pros: friendly, clean car

Cons: The representative was not where described in the email. It would be helpful to have someone inside the airport with a sign like other car companies

Pros: Car has large GPS screen which we used.

Cons: No Cael person at the airport as instructed, had to call Cael at the airport and waited about 30+ minutes to get on a Cael shuttle bus. So pickup direction from discovercars.com BAD!!! Need pickup details at the airport above on booking website for future customers!!!

Pros: Reasonably priced rentals with many options and multiple drop off locations in Lisbon

Pros: Poor

Cons: Efficiency

Pros: Great price, car exactly as expected, rental agents efficient and helpful. Return smooth.

Cons: Had to call for pickup at airport.

Pros: Great car great value

Cons: Off airport site - difficult to find transfer bus and site

Pros: The agents were friendly and helpful.

Cons: The pickup instructions were not correct. We waited in the meet and greet location as instructed but there were no representatives there. We were told by another agent to wait in the designated spot for the Cael van but we waited 30 minutes and it never showed up. We had to call the office to get them to come pick us up which was not the provided instructions.

Pros: They are courteous and knowledgeable and efficient I have rented with them before through another agency with much better service than discovery cars . Cael is very good I will book with them again but not through discovery cars

Cons: Maybe I could have had an upgrade sim e rates were lower at the pick time but that’s fine .

Pros: Most of staff was friendly

Cons: Car had engine light on, so got another car which wasn’t cleaned well yet. Was pushed to purchase insurance for the car, even I had it through the Discover cars, I refused getting additional one.

Pros: Politeness and good service

Cons: Nothing

Pros: Staff were friendly and helpful.

Cons: Nothing I can name.

Pros: Very personable staff good quality car

Cons: Proposing to charge me 600 euros for a job that i could get done for less than 200 euro's -replacing a broken window- was not their finest moment!

Pros: Great service all around

Pros: Everything. I asked to switch the car and I was actually given options instead of the traditional “This is the car you got”

Cons: I loved everything.

Pros: Good professionalism and good costumer attention

Cons: The insurance charge at the desk, that should be agreed when booking. Very expensive fully insurance

Pros: Efficient and gentle staff

Pros: Easy and efficient.

Cons: Location is too far from the airport and was hard to find.

Pros: They reached out by WhatsApp to get updates about my pickup time. Everything was smooth and the staff were helpful.

Cons: When I called from the airport one staff member didn't check the updated information about my arrival and said I was late. The information had been updated a week earlier and Cael had my flight information which had changed. After you take a 12 hour journey, you want to feel like you are in good hands right away. Asides from that initial experience, everything was great.

Pros: Friendly, helpful, quick delivery and return

Cons: Expensive rate (but all were this summer, I guess)

Pros: We loved the service at Cael … friendly service and excellent customer service

Pros: Very efficient, price was good, and smooth check-in/check-out

Cons: I thought I was told to pick up the shuttle at Departures so we waited there for a while. Turns out it was supposed to be Arrivals, so it would’ve been nice to have this in writing telling us where to go instead of me having to reach out to ask where to meet.

Pros: Easy to call them for free via WhatsApp. Car was as expected and very clean. Shuttle service to Lisbon airport. Kids car seats were clean.

Pros: Very good

Cons: Took longer than expected to find the agent as I was looking for a "Discovery Cars" representative rather than CAEL. Perhaps this should be made more clear!

Pros: Friendly and helpful

Cons: All Good

Pros: Friendly agents, top-notch service. Great value for money!

Pros: The people of Cael are great.

Cons: On 28 June 2022, I was charged USD $660 for a car I did not rent. I was upgraded but charged twice. Why is Cael not refunding me this money? - Scott Wachino

Pros: Very efficient and quick pick-up. The condition of the car was excellent. Drop-off was quick and easy. The car rental agents were very pleasant.

Cons: There was no agent at the airport when we arrived to pick up the car. We had to speak to a representative from another company who told us to call Cael. It took 30 minutes for the van to come pick us up.

Pros: car was good

Cons: nothing

Pros: Everything. A member of staff spent a good deal of his times explaining the vehicle, we had not driven the Mercedes auto before and needed help understanding the onboard computer and GPS system. 🤗

Cons: Nothing!!

Pros: The employees were very helpful

Cons: Difficult to know where to go to be picked up for the car

Pros: Value for money - reasonable.

Cons: Late, almost an hour for the shuttle bus to come to pickup. Car wasn’t serviced properly. Brake wear warning light came on very early during our rental.

Pros: Loved the car, great value for the price and very friendly staff

Cons: Difficult coordination for the pickup shuttle

Pros: Silvia picked us up absolutely warm and friendly, same with her coworker who explained everything clearly and cheerfully. Upon return we were happy to checkout with Silvia. I see why Cael is so highly rated. Bravo to the Team …!!!

Pros: Representative very professional, proficient and attentive to details.

Cons: There was a crack in the windshield that we didn't notice when we picked up the car. We noticed when were about 30 minutes away. When we returned the car I mentioned it and they told me that they knew about it and it was already in the system. Not cool.

Pros: They are helpful, knowledgeable, and efficient. Our car was great.

Cons: In order to get better prices for a rental, you sometimes have to go off-airport. In this case, it's a bit farther away from LIS, and not easy to find/get to. But they made it easier, with special instructions on the rental agreement, and we had bought Nav in our car--don't even think of renting a car there without it.

Pros: Very friendly and helpful folks

Cons: It was hard to know where to find them at the airport in Lisbon, without a phone ( no local sim card) you are stuck.

Pros: They were fast to check us in at the counter

Cons: We couldn't find a representative at the vodafone, we called and was told he was outside but the van had left so it was frustrating getting through the phone but once we got to Cael they were pretty good.

Pros: My contact person Sylvia was just superb.

Cons: Personalized service

Pros: I received the same vehicle that I chose when I made the reservation. Employee professionalism. Focus on customer needs and not insist on selling accessory services that we don't want.

Cons: Nothing to report. Everything was fine.

Pros: We found Cael to be great. The car was nice and clean, and what we wanted for our visit to Portugal. Pick up and drop of were both fast and courteous. We appreciated the toll transponder as well, which made it very easy to drive south to Carveiro.

Cons: The only thing I would suggest is clearer instructions when arriving at the airport. My paper said a representative would be waiting near a kiosk but we ended up having to call them. Which is fine, if we new that before hand instead of searching around for a representative. That's the only thing.

Cons: Pickup was complicated and difficult

Pros: Very helpful, quick

Pros: Amazing customer service, Very professional and helpful. Welcome message on WhatsApp Business was the first for me in car rentals, and it made the whole communication and coordination so easy. Picked us up at the airport promptly and helped us through the process in a very professional way.

Cons: Didn't like the airport pickup instructions and assistance. My phone was not equipped with foreign access and therefore difficult to keep up with communication.

Cons: The car was sent out with very low tire pressure which set off an alarm on the dash. Also, Discover Cars did not meet us at their designated area, forcing us to purchase a local sim card to contact them. After requesting, Discover Cars did not off any consideration for the above 2 anomalies. Poor business practices

Pros: Friendly.

Cons: difficulty in finding depot when returning car, even with sat nav

Pros: Great service - good price - great car

Pros: the staff was nice and the car ran well

Cons: the gps unit was old and couldn't get signal a lot, the car did not open from the inside on the passenger side

Pros: Extremely friendly and professional

Cons: We liked everything!!!

Pros: Car was in great condition. Did not take long to pick up car or drop it off.

Cons: Rental agreement said to wait for Cael at meeting point but there was not a representative and had to call as if they forgot we were arriving.

Pros: Staff was fantastic, friendly, trustworthy and helpful.

Cons: Service was great, car was not in as good of condition as I would have hoped for and location was off site (shuttle) from airport.

Pros: Personal, friendly and not pushy or scaring to upsell insurance etc.

Cons: Our initial car had a damaged tire, took some time to find a new car and adjust paperwork. But in the end the solution was perfect!

Pros: No nonsense handling and car pick-up/drop-off (with shuttlebus in Lisbon and on the airport parking in Faro)

Pros: Everything was perfect

Cons: Maybe the weather, if they do have any impact on it! :p

Pros: They put everything in my language - this was aa very nice surprise! Rest was handled very efficient

Cons: Nothing to tell

Pros: Service was great and quick. The car was in good shape and clean. Staff was amazing.

Cons: The car had a couple (very) minor problems, nothing that affected the rental whatsoever.

Pros: Best experience ever!! I rent a lot of cars and never had such a good service. They even give a colorbook for the kid for on the plane.

Cons: Nothing

Pros: The attending agent was fast, friendly and efficient!

Pros: Good product at a good price

Cons: Pickup and drop off a bit cumbersome

Pros: I like the fact that the car rental company reached out to me ahead of time and gave me a more convenient location to pick up my car from.

Pros: Абсолютно все было отлично! Быстро, понятно и чемоданы в багажник загрузили.

Pros: Yes.

Cons: Too far from the airport, and my International card was denied.

Pros: Everything went smoothly. People were very friendly and helpful. Out kids even got a little present. We will definitely return here.

Cons: Nothing, it was a very goed experience overall.

Pros: Efficient collection. Excellent new vehicle. Good value

Cons: Nothing

Pros: We got a brand new car, stuff was friendly.

Cons: Finding them at the aiport was very difficult.

Pros: Great customer service, reps make the process super efficient, quickly picked us up when we called even though we arrived earlier than expected, car was in impeccable condition.

Pros: Very Friendly and professional staff

Cons: nothing

Pros: Everything! Great value and honest people.

Pros: Friendly staff.

Cons: n/a