Viaggiare at Catania Fontanarossa Airport

Pros: Finally we got an upgrade car. The Skoda Octavia station wagon autom. diesel is spacy, great, comfy, economic.

Cons: We waited two hours at viaggare box in the hot sun, 30 degrees. I am in a wheelchair and the box is not accessible, 6 huge steps . I called and explained my situatio, nobody came to hep me, no friendliness, quote "we work". This is less than mediocre, cause for suing them. It's neglect and discrimination!

Cons: I was 20 mins late and they charged me an extra 40 euros because the attending took that long to come check the car for return. Would not recommend at all.

Cons: Took a long time to get the car, the depot had power cuts which delayed picking up. We were supplied a car which claimed to have no damage, in fact there was a dent on the wheel arch which luckily my picture proved it wasn't me, and a scratch on a hub cap which my picture was taken too far away to show but also wasn't me. Why supply a car with damage which isn't declared? To rip people off!

Pros: The women in Palermo who we dropped the car off to was friendly.

Cons: When we picked the car up, the fuel light was already on so we immediately had to drive to a gas station. We were expecting a Fiat because we were in Italy and this is what was advertised. Instead we got a car brand we’d never heard of (Mahindra) that didn’t feel safe. At one point, the seat belt opened when we went over a bump. We requested a different car upon collection but the agent told us it wasn’t possible. They weren’t helpful.

Pros: Checkin staff at desk. Staff at return

Cons: Car exterior was dirty. Staff at collection point not interested in showing where vehicle was located in lot

Pros: efficiency

Cons: long wait on arrival to pick up

Pros: personale gentile

Cons: acqua tergivetri vuota, no antenna radio, poche indicazioni nel voucher per trovare agenzia

Pros: Smooth pick-up and drop-off process. Great value for money. The car was so cute – easy to drive and park. The additional driver and unlimited mileage were a huge plus. We also got an upgrade to an automatic Toyota AygoX, which turned out great as there were few cliffs here and there, e.g. Ragusa, Castelmola, Taormina.

Pros: The prize was very reasonable, and we get better new car than I expected. Everything went smoothly.

Cons: The online registeration did not work.

Pros: Quick check out of car. Easy return just dropping the key in locker outside office hours

Pros: The woman at the check in counter was trying her best to do everything on her own, but there were 8 people in line and only she was working at the desk.

Cons: The car was faulty. The electrics functioned only half of the time including loss of power steering, irregular ignition, the wing mirrors didn't open, and the doors locked and unlocked spontaneously. When I brought back the car after 24 hours, they refused to give me a new car because there was no evidence that the car wasn't working. They insisted that I drive away in the dangerous car. Fortunately, enough time passed that a different person came on shift and made the switch for me to a new car

Pros: The price was good. The staff was correct.

Cons: I had to wait around 1 hour to pick up the vehicle. They didn't provide me with the car I expected.

Cons: Tank only 1/3 full, but they said it is 1/2 and i should return 1/2.

Pros: La vettura era perfetta, nuova. Il servizio è stato perfetto. I ragazzi molto gentili

Cons: Purtroppo l'attesa per la consegna della vettura è stata molto lunga per un disguido con clienti precedenti.

Cons: Špatné nalezení půjčovny,dlouho jsme hledali,není značená.

Cons: the staff were slow and they didn't have car seat even though we booked it in advance.

Pros: Cheap and affordable.

Cons: no windscreen washer

Pros: self checkout, they did not push their own insurance.

Cons: Long wait times for pickup, car was dirty and had garbage inside from previous renters, car was very underpowered and struggled with hills, there was no window washing fluid.

Pros: Price ok

Cons: False info on the car available, booked an automatic, they offer only manual cars. Not accepting credit card with magnetic strip. Staff rude, uneducated, broken English and poor understanding capacity.

Pros: Great price! As promised—no hiccups.

Cons: Car had some trash.

Pros: Friendly and helpful staff

Cons: Tricky to find the drop off location in Palermo

Pros: I liked that all the conditions I chose were met. ( the car brand, transmision type, fully fuelled) I was also able to get the car earlier, which was really nice

Cons: Nothing to comment here

Pros: bonne volonté des agents très sympa. malgré quelques soucis lors des retours multiples au même moment et quelques soucis sur les autres véhicules retournés.

Cons: pas bien signalé car en dehors de l'aéroport et compliqué à trouver.

Pros: Price, new car

Cons: Ignoring messages about technical queries. The car had deflated tire and low oil level.

Pros: They are located at the airport, the service was quite fast.

Cons: Car was little bit dirty and did not have radio.

Cons: sağnak yağmurlu bir günde bayan görevlinin araç yanına yaya yolu(kuru) varken bizi araç yolundan yönlendirmesi ki başka yol varmı diye tekrar sorduk araça varıncaya kadar ayak bileklerimize kadar su içinden gectik yaya yolunu araçı teslim ederken fark ettik

Pros: Returnig thr car, super easy. And we did not get perfect car, it had some small damages already, and that is great! We prefer not new car to rent.

Cons: Picking up the car took some time

Pros: The car was perfect for our team trip .👍🏽

Pros: Great price and service, car was pretty new and in very good condition. Take a video of the car at pick up to make drop off easier

Pros: Very good.

Cons: Nothing.

Pros: Quick and easy

Cons: Quite a wait for shuttle

Pros: Clear and fast

Cons: The girl at the desk a little bit rude ! never smile and talk like she was giving orders. Must understand who is the customer...

Pros: It was easy and fast.

Cons: Maybe the queue, but nothing that was bad.

Cons: Some damages not tracked on the pickup document

Pros: Everything went extremely well! I was a bit doubting when seeing some of the other reviews but I have to say it went perfectly. I was able to return the car in its original state and get my full deposit back. I brought the car to the car wash before returning it to maximize my chances.

Pros: Excellent start to finish, prompt, efficient & helpful.

Cons: Excellent start to finish.

Pros: Location of drop off was great, next to airport and you can put key in Dropbox after hours

Cons: The process took over an hour and we were the second in line. They only gave 1 employee moving very slow and more concerned about her vacation then attending to her customers

Pros: Ok service. Slow, but ok. Cheap :)

Cons: Very dirty car

Pros: Agents kindness and professionality

Cons: We spent too much time in picking up the car.

Pros: Just took WhatsApp video of car with any stills of damage and sent to them on number supplied, dropped back car and money returned on card in 3days, very easy and professional

Pros: English speaking staff

Cons: Prize higher that on the voucher, did not send me the agreement via e-mail

Pros: You cant beat this price. Best value for money, not even comparable with the rest of the rental places..the car was great and everything went smooth. If you know how to use a phone you will have no issue. AND OF COURSE, if you know how to drive.

Cons: Nothing to mention here. Sure, saw people complaining about the staff talking in italian and they could not understand bla, bla, who cares about that. Or the fact that they had to find the car themselves in the car park. Just follow the easy instructions and you will find it instantly. For the price that they offer, dont expect them to carry you all the way to the car, haha.

Pros: Nothing. They are liars and thieves.

Cons: Everything. They are liars and thieves. The camera on my phone is broken and I told them at the time of collection. They lied about some extremely small paint damage that was already on the car and are trying to charge me for it.

Pros: All good just not easy to find in terminal.

Pros: Staff

Cons: Nothing

Pros: The car was great even if the exterior was damaged, the car was working great

Cons: The car could be more clean on the inside

Pros: Very easy and fast pick up, very easy and fast leaving the car.

Cons: An option for 'leave a key' would be nice for the early flights.

Pros: Very helpful and easy to find

Pros: Value for money, exact car what we ordered.

Cons: Not easy to find the rental office from arrival hall (located outside the terminal) and then car itself. Some minor issues with the car (I'm perfectionist regarding cars, but in Sicily context car was fully OK)

Pros: time for dropping off the car

Cons: AmEx non accepted at for deposit and rent Car not prepared at pickup

Pros: They are cheap. That is the only upside of this company.

Cons: Rude, unintested staff on pickup, left us waiting, acted like they had better things to do. We were just left to find the car ourselves, which was advertised as "Elite mini". It was a bog standard Fiat Panda, that turned out to have no windscreen washer fluid in, which was great! On drop off, the office was closed (even thought we were told it's staffed till 8pm) and we just had to leave the keys with the staff from another rental place. No way of arranging to collect the €600 deposit. USELESS!

Pros: Excellent price. Efficient staff. Car worked well. Automatic was a bonus.

Cons: Pick up in Catania was a walk from the terminal building. No information had been provided on location and there was no information at arrivals. Once found all went very well. I was informed that drop off in Palermo was away from the airport but should have been told to allow an extra 30 minutes as it’s 10 minutes drive from the terminal and shuttle buses go when drivers are ready. Car was quite battered but not complaining as it worked and price was very good.

Cons: I left the car early in the morning, before it was opened, and 5 days passed and I did not receive any feedback as everything was OK, and the warranty was not returned either.

Pros: Drop off, once we found the drop off location was easy and efficient

Cons: Slow, hard to find office. Totally ignored all the paperwork we had from Discover

Pros: That they were relaxed in situation while I was in hurry and doubtful how Roman empire could actually function. I appreciate that they understood crushed mirror, which was damaged by drunk man and they have been understanding.

Cons: Ancient cc systems, ending call in middle of asked questions, misinformation, missing info in locations (street, number, ... )

Pros: Nothing

Cons: An airport car hire firm that cancels your booking because you were late due to flight delays. Ridiculous.

Pros: Cheap!

Cons: Droppong off was a mess

Pros: FAST AND HONEST

Cons: The fiat 500 was not available, but there were 2 at the parking space

Pros: Nothing

Cons: Everything

Pros: Was ok!

Cons: I expect to unlock the depozit.

Pros: Nothing. They didn’t have the car we ordered and they claimed discover cars had cancelled it because we were “late”. Eventually they gave us an inferior car and charged us an extra €25 per day as our credit card expired in 5 months, despite us already buying insurance. A complete scam

Cons: I didn’t like anything about them. I would warn everyone to stay clear of this outfit. They clearly didn’t stick to a contract of what has been booked.

Pros: Returning is very easy, and the female staff is very kind.

Cons: The desk is quite a walk from the airport. There is no mention of that in the rental contract. Also, the male staff only gave us bad suggestions

Cons: Awful company

Cons: Picking car take longer, 'cose staff not focus on you, they trying to fix other customers problems.

Pros: Costumer services and car options

Cons: None

Pros: It was a smooth check in, they did offer further insurance but we already had the comprehensive through discover cars. The car was close to new and very clean. The check out process was very easy.

Cons: The desk was hard to find at catania airport.

Pros: New car, well cleaned, fast pickup, staff at counter very polite and explained everything.Had to return the car to another location due to flight cancellation and extend the rental time, no problem at all, everything went smoothly

Cons: It took exactly 2.5 hours to pick up the car from the rental desk at the airport. There was no where to wait inside, so we had to wait outside under the sun at the peak heat of the day. Also, They accidentally charged me EUR 250 by card, then they apparently reimbursed me, and then they charged me approx 550 again after but in two separate payments. Overall, very confusing experience, and when i tried to get an explanation of why im making so many payments - they would get very frustrated.

Pros: ECCELLENTE NOLEGGIO. Grazie

Pros: macchina ok

Cons: non possibilità di pagare con Amex

Pros: It was OK

Cons: we would have had to wait over an hour to get someone to look at the car when we returned it because there was only one person dealing with returns and there were 6 people in front of us - two days later and I have received no communication from Viaggiare and my deposit remains blocked

Pros: Nice staff, quick pick-up, drop-off

Cons: None

Pros: New clean car

Cons: The time I spend waiting for the pick up and also the policy of the company about the deposit.

Pros: nothing

Cons: they tried to scam me and weren't so kind to us

Pros: waiting in line for an hour to pick up a reserved car. Out of three staff, one is working. That's what I call Italian comfort, relaxed, not overworked.

Cons: the need to pay the deposit by credit card in the driver's name is total nonsense. My wife has a credit card and you can't use it, you don't want cash. you offer to pay with a debit card but with meaningless extra insurance, the price is doubled. You're thieves.

Pros: great service

Cons: check in took to long

Pros: Value was ok

Cons: Online check in collection was not provided. Possible scam attempted by agent when dropping off vehicle . (I will email discovery cars and explain)

Cons: Absolutely terribly slow service and huge issues with checkin in with not concern for helping us what So ever

Pros: Great

Cons: Little bit slow due to clients not having correct information, not companies fault

Pros: Nothing

Cons: Nothing

Pros: Nothing.

Cons: Horrible service, summarized in "if you don't like it, go somewhere else"

Pros: Nothing

Cons: Viaggiare car rental agency has extremely poor service. The staff is unfriendly, they don't answer emails or phone calls, they speak English very poorly. They claimed that their agency was at the airport in Pelermo, but it wasn't. The agency is several kilometers from the airport.The baby seat was full of ants and we got a very dirty car inside (seats).They changed our baby seat.At the end they said we had to pay for the car clean.Fortunately, we took pictures of of the car when we picked it up.

Cons: They did'nt accept the full coverage i had paid to discover car,their broker, and they charged 260euro more only for insurance ,so it costed to me 500euro to rent a small car for 7 days.SHAME on everybody!!

Pros: nothing

Cons: very poor - unable to contact them by phone for hours when the car developed a fault. on returning the car they were extremely rude not accepting there was a fault and then we waited over 3 hours for a replacement car, even though when we had eventually got through on the phone they said they would have another car waiting. check in takes over 40 minutes per person and only 2 agents who chat constantly. drop off was the same.hired many cars and never has it taken 40 minutes to give it back.

Pros: Nothing

Cons: Cancelled my car rental as my flight was delayed as were all flights into Catania that morning due to volcanic activity on Mt Etna

Pros: Bad experience !

Cons: The staff was very not helpful , we was requested to come back in 1 hour to pick up the car ..even if it was 8 AM and the car was available . very bad experience . Actually i did option for other company . who gave me the car in 10 min .

Pros: Easy to pick up car. No hard sell for additional insurance

Cons: Difficult to locate office at airports

Pros: Very friendly and helpful

Cons: A little bit slow to collect the car

Pros: the kindness of employers

Cons: you did not mention that if you are late on picking the car you have to pay

Pros: Car was great (Opel Corsa), very economic. 1100 km for only 1.5 tanks (€100 gas)

Cons: Pick-up was pretty rude. Charges for being late for a pick-up after 60-min grace period are not clearly communicated when booking.

Pros: Le personel est très accueillant et professionnel.

Pros: Nothing

Cons: I was late about 1h25min due to the flight delay. For this I was imposed a penalty of 50 EUR, even though I was present in the normal working hours of the office.

Cons: Ripped off to buy extra insurance cover and waited over an hour to be served when collecting the car. No signposting in the terminal to help find the office.

Pros: Disappointed

Cons: Van broke down

Pros: The representatives were very helpful and friendly.

Cons: Nothing

Pros: Good prices, new cars and friendly staff

Cons: Nothing to complain

Cons: Was led to believe I had full insurance coverage to which I paid extra for but upon pick up of car it cost me about the same price of the hire of the car Also had to put up with 2 people in front of me arguing about the same thing

Pros: Not much, they solved my need and that's about it.

Cons: 1. Hard to find office 2. Incapable agents at the desk, even with web check-in it took 1.5hours to take my car. They didn't even explain where to drop-off the keys when the rent is over, or how to get in touch and were very unresponssive (didn't answer at all) when I contacted them about issues on the road via whatsapp. 3. Car was not washed, had a malfunctioned dashboard which they promised they would solve by sending me a password and they didn't, so I didn't even have radio or A/C controls...

Pros: Easy return

Cons: Didn't get the right car, got a smaller one. "you can have this one or none, we don't have what you asked for in stock"

Pros: Nice car we were upgraded

Cons: It says that the pi k up is from the terminal and it is not! Very hard to find outside of the terminal

Pros: nothing

Cons: The service was terrible.

Cons: They spent so long checking us in, were on the phone to other people for 15 mins. While we waited. Then they charged us a penalty because our plane was late. They may be cheap to start with but you pay for it in the end.

Pros: Clean car in good condition. Staff was friendly. Convinced us to get full insurance coverage- glad we did because we got scraped in a parking lot. Verbally fine

Cons: Rental office wasn’t easy to find. Took 1 1/2 hours to rent the car with 2 renters in front of us. Return was fine

Pros: Cleanliness of the car.

Cons: 1. Office IS NOT in terminal! It's outside the airport. 2. Long pick-up time. 3. Not the same car as reserved. 4. Staff was not friendly.

Cons: the take 61 EURO just because I receive a fine.

Pros: I was very satisfied with car and provided services.

Cons: Rude and lazily staff who served us. Never again

Pros: The car was cheap.

Cons: The car had damage that was not indicated. The windows were dirty, there was no window washer fluid in the tank.

Pros: The Car is new

Cons: Good service

Pros: Very low price for a good small car. Easy pick-up and drop-off.

Cons: Quite a lot of paperwork at the desk as everything could already be checked out online, so we had to wait some time at pick-up.

Pros: Viaggiare were helpful and straightforward during the picking up. Not much time spent there.

Cons: 1) I couldn't easily find the office. 2) They gave me the key and they send me to find the car at the parking (small parking though but not very easy to find) 3) That maybe is not Viaggiare's fault but I asked for full insurance via Discover Cars, I had to pay another 200 Euros to have the full insurance. No one told me that.. And in a place like Sicily its important to know these things.

Pros: Size of the car

Cons: It was extremely disorganised, took a very long time. On return the agent said we had put a scratch on it but we were able to prove otherwise with a video we took at the start.

Cons: Only one clerk on reception

Pros: Very,very slow pick up. Even the were few representatives in the office and only 3 clients in the queue. Dirty cars with lots of scratches and damages. Make sure you mark all of the existing scratches. And some cars were missing aerials. So make sure you point out everything. Drop off again. No one at the spot. When ask been told..leave the car and make pictures!!! Didn't like the service.

Cons: Hybrid car!

Cons: A cheating agency.

Pros: pleasant people - patient

Cons: Catania airport Viaggiare were incredibly slow both at check in and at return! they were the slowest car hire desk I've ever come across, and unfortunately (maybe because of their keen pricing) had many customers fuming in a long queue waiting to be dealt with. Their slow computer system didn't help.

Pros: Good price

Cons: Really poor signs at the airport for returning car, no one designated for checking cars back in. The staff on the desk had no concern for the long queue and people had flights to catch - really really poor service returning the car.

Pros: Il personale molto professionale

Cons: I tempi di attesa per il ritiro dell'auto

Pros: Absolutely nothing.

Cons: The whole process took 1,5 hours to pick up the car. You had to take a number and then i turned out they didnt work with a number, so we kept waiting while others skipped the line. We had to pay for a carseat for our baby, that turned out to be broken. And they also didn’t want to help fixing it in the car or even bothered explaining how it works to fix it. In the end another car rental company helped us. It was a absolute disaster. Dont even get me started about giving the car back.

Pros: The car was in good condition and fuel efficient. But....

Cons: I supposed to pay an extra 150 euros from the total of 220 which was the rental agreement. Instead i paid 400 euros extra. The reason was i didnt had a credit card (They knew from before I am only having a debit card). They should not sign the agreement and i would find other way to rent a car. I didnt had time to argue because they would destroy my trip and unfortunately paid the price. What is more is they kept a 250 euro deposit which i still waiting to be released. Not again in viaggiare...

Pros: Poor customer service attitude

Cons: Information was difficult to find

Pros: The car was very near the desk. The agent was clear with the options

Cons: It took more than one hour to take the car. The queue was long because not all stands were populated. Every client was handled long time

Pros: Friendly and helpful team

Cons: I can’t fault them. Lovely service

Pros: very comfortable car

Cons: increase of refundable security deposit without giving a reason

Pros: Hi I hade a very bed expireance with the rental.. Start by this that the change my program wile I was there. I hade to pay more them what you estimated. Discover rent car charge me and the rent car didn't diduct it from the total price. I hade to pay more then what I was apouse to pay.

Pros: The agents have been very kind and professional

Cons: The price was to high, the time at the car pick up has been too long and the insurance guidelines are not clear at the moment i rent the car online, only the agents showed me clearly how the condition really were

Pros: Car upgrade

Cons: No response when queried for damage papers

Pros: They very nice and friendly

Cons: It took two hours to get the car...

Pros: Honest, transparent, friendly. No hard sales tricks to frighten you to sell additional services. Received a new car, exact the type of car we ordered/expected

Cons: One small point, sms verification to my mobile NL number was delivered after 3 hours....the Viagiare lady offered quickly their mobile number as work around.

Pros: Personnel incompétents

Pros: Nothing,

Cons: rude staff, zero helpfull, trying to tell me a fist panda is an upgrade from a fiat 500

Pros: Very efficient and polite.

Cons: Nothing.

Pros: Antonella was very sweet and effective! Great service.

Cons: The usual sale pitch that all car rental firms do on extra insurance

Pros: Sehr netter Kontakt, sehr zuvorkommend und informativ. Das Auto hat für unseren Zweck optimal gepasst. Gerne wieder.

Cons: Unfortunatelly our plane was late, so we didn''t get till planned pick up time. Viaggiare canceled our reservation, didn't want to find compromise. In the end, they offered to make new reservation through them, what was more expensier, we didn't got full coveregare as it was offered through Discovercar. Unfortunately, we got to pay more. Please make a note with a big bolt letters, if you are late more than 2 hours for pick up, this service provider will cancel your booking.

Pros: Kind helpful staff.

Cons: International license requirements should not be sprung on you for the first time at car pick-up!

Pros: Rental staff was helpful.

Cons: Gave me an underpowered Fiat Panda Hybrid that was inadequate for climbing hills anywhere and dangerous for highway travel.

Pros: La simpatia degli addetti

Cons: La riconsegna frettolosa e la pressione per fare l'ulteriore polizza casco.

Pros: Nothing . From start they push you to buy things that you don't need using scaring techniques.

Cons: The contract ,their lies and the fact that they tried to scam me with the petrol . Wrote on the contract that the car had half tank when I picked the car up the tank was empty. And as you well know I left a lot of petrol when I returned the car but they refused to give me my money back . Scammers !!!!

Pros: When they knew we would arrive post closing time they kept open for us. Very helpful staff

Cons: Nothing

Pros: I have lost all faith in car rental industry. I would not use Viaggiare again. Dishonest staff trying to get more money from me.

Cons: Dishonest staff trying to take more money from a hardworking doctor on holiday with his family and friends. I would not use Viaggiare.

Pros: Sadly I have lost faith in the car rental business because of Viaggiare

Cons: As above. Dishonest team who have charged me extra money.

Pros: Nothing

Cons: Aggressive and intimidating. We were totally ripped off and forced to pay more than double

Pros: Very helpful

Pros: Cleanliness of the car

Cons: Absolutely difficult to find!!! Performance of the agent and time spent in the office - 45 min!!!

Cons: Very slow check in. Forced to pay for full insurance.

Pros: quick service

Cons: all the extra charges in order to bring down the excess even though I had previoulsy bought a cover on discover cars website

Cons: extra pay for cleaning and insurance extremely expensive

Pros: Not much

Cons: I was forced to pay a substantial amount for an additional full insurance as they don’t accept AMEX credit cards, and were not willing to take the deposit from my debit card which had sufficient funds. They rental desk was difficult to find and the car was the most basic one I have ever rented.

Cons: no asistance on insurance procedure. Just pick up the money was everything done from your side.

Pros: Nothing

Cons: De motor van de auto was versleten de communicatie was heel slecht en we moesten daar opnieuw reserveren omdat alleen de naam van de bestuurder een creditcard moest hebben we hebben honderdeb euro’s meer moeten betalen dan dat we vooraf dachten

Pros: Nice car

Cons: Hidden charges, double price if you don't have a credit card while discover cars allows your reservation with a debit card only

Cons: The conditions on the insurance coverage was not clear at all. We had an incident and we had to pay for the one day that the car was stopped, and we had to clean full of glasses and take the car back to the airport.

Pros: they gave us a bigger car for the same money and the waiting time for the pick-up was a little too much (possibly because we were 3 drivers)~30 minutes

Cons: the car was dirty inside and outside, but in the end it was ok, because we were at the seaside and there was some sand in the car, but it didn't matter too much

Pros: quick delivery

Cons: I was insistently asked to subscribe an additional insurance for car damages. The desk person insisted on saying that damages to car (i.e. when left at park) were not covered by the DiscoverC insurance I subscribed. I tried to contact Disovercars for clarifications but it was not available. 6 days later I received an email from Discovercars helpdesk, explaining that car damages were actually covered by the insurance I subscribed with DC. I find the atttitude of Viaggiare simply unfair

Pros: the only thing was, that i had no problem with car.

Cons: Te service, the lady lady behaving in an absolutely unacceptable way, rude, disturbing, screaming. I complaing to another person when I was returning the car. She explained "maybe she nad bad Day". So I hale question if you care more about your Staff ten about clients. I come to Italy every year and rent a car. How you are going to assure me that next time the service will be polite and professional