We booked a hire car with Budget to be collected at Budva, Montenegro. We received a confirmation email with the address of the car hire place, a map and a telephone number. However, the location on the map was wrong and the number didn’t work.

We hailed a taxi, but the driver couldn’t find it either. We twice called Budget customer services in the UK and were eventually told it didn’t have a hire place in the town after all. Instead, we had to hire a car from an alternative company. Budget, after much stalling, agreed a refund and offered £85 compensation.

This is inadequate as we wasted hours of our holiday, had to pay a taxi, a £50 phone bill to UK customer services and a premium rate to hire a car. We have received no apology nor explanation, and Budget has not amended its website, which still advertises an office in Budva. JW, London

It is unbelievable that Budget is not falling over itself to apologise and compensate you adequately, not only for your extra costs, but the distress and inconvenience. Your experience, once flagged up by the press office, causes Budget to discover that it’s been issuing misleading maps and an incorrect phone number for its Budva office. To add insult to injury, the Budget customer service staff, who told you it doesn’t have a hire place in the town, were wrong. It does – in a different part of town to that shown on the map. Budget now promises to update its website. However, not only has the £85 compensation offered not materialised it is, as you say, paltry compared to the costs incurred – which you put at more like £150. In my view Budget should be paying you this with at least another £100 on top. But it will not budge.

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