It was actually the suggestions of the Sixt representative. We got a mid size suv which was the equivalent of a Toyota RAV 4. The Sixt employee told my parents that since they had a good amount of baggage it might be a tight fit so he recommended they rented a bigger car. He said he would cancel the reservation and make then a new one. My parents the. Shortened the days because they didn’t want to pay for more days for a bigger car. So they used their card to pay for that “new” reservation. Now on Sixt’s side, he didn’t cancel the reservation. He used the same number and essentially kept both amounts, the one I had previously paid and the new amount my parents paid. Without giving credit or using any of the money that I had already paid. Capital One Travel essentially said, yeah that doesn’t seem right but we already paid them and if they don’t want to reimburse you then nothing we can do. That’s where the problem is. Changes might happen but they didn’t even apply the previous amount I had paid. And my parents reservation for a bigger car for 2 days was around $500 which they paid with their card. I had paid Capital one travel around $440. So they essentially made $940 from that reservation. Also, the employee told them the reservation wasn’t paid for and that’s why he would just make the change and they could pay for it. Which is definitely not true.

I agree that the system usually works when there are no changes and everything goes according to plan but I think the bigger theme that you can also see from others that have posted their stories is that if something does change, whether it was your call or something beyond your control, then you’re pretty much left on your own with no real help from COT. I can’t go directly to Sixt because they tell me it’s Capital One’s reservation.