What an awful experience - I will definitely say I will never use this company again. Now that is not to say there was anything wrong with the car, that was fine, it was the distinct lack of service and being forced to take out their insurance which was disappointing. We flew into Manchester airport and following the instructions given tried phoning for the shuttle service to pick us up and take us to the hire office. Well we tried for about 15 minutes with no response whatsoever. Becoming concerned we saw that in the case of no-reply we should ring the main office number - they were shut (the time was about 8pm). A little stressed we were going to try to use another company but kept trying the number just in case. Then after a total of 20-25 minutes someone answered the call oblivious to the worry and inconvenience caused. He arrived another 20 minutes later, told us to load our suitcases in the shuttle bus, and drove us to the car hire office. During the 5-10 trip he spent the whole time talking to, we assume, his wife on the phone via bluetooth. Unconcerned he had the conversation on loudspeaker so we were preview to the whole situation. At the office I presented all my paperwork, licence, passport and visa card. I was then told my card was no good because it was a visa debit and not credit card. All my cards are debit or prepaid cards which I was informed meant I could not hire the vehicle. I have never had a problem ever using them before but he went into a 5 minute spiel about why I couldn't use my card. His options were go back to the terminal and use someone else or pay an extra £96 for 4 days insurance. The fact that I had paid for (and I showed him) that I had fully comprehensive cover already with Zurich was of little interest and was also dismissed. By now we were all a very stressed (I was travelling with my wife and two children) I paid the money (luckily I had just been paid). Anyway the car was fine and we returned it four days later. On going into the office to hand in the keys there was a huge queue with people mumbling and complaining how long they had to wait. A woman at the desk was shouting and very upset because they wouldn't let her hire a car because her renewed licence was less than two years old. The staff were not interested and dismissed her pleas leaving her with no way to reach her 93 year old mother (she was in the shuttle bus with us on the way back to the airport). The shuttle bus arrived to take us back to the airport after about 20 minutes and the driver kindly open the boot and told us to "stuff our bags in the boot" while he went and had a chat with his mates in the office. Anyway in all, as I say, it was an awful experience. I liked the idea of using a "green" car hire company but this is not anything like what I had hoped for. 1-star for lack of professionalism, politeness and service.