This was my first time using Mobility, and unfortunately the experience was disappointing.
When I collected the vehicle, the fuel gauge appeared to be close to 25%. I tried to follow Mobility’s instructions for refuelling, but at the fully self-service petrol station it was unclear how to use the vehicle’s fuel card (I later found out it was in the glove box) or PIN (this was easy to find in the app). I therefore paid for the fuel with my own card so that the vehicle would be ready for the next customer.
I expected the expense to be refunded to my payment card. Instead, Mobility credited it to my customer account, meaning I would need to use the service again to recover the money through a future invoice.
I also raised the low starting fuel level. Mobility said its onboard computer recorded 34%, just above the one-third minimum required under its Fairplay rules (0.7 percentage points), and therefore concluded that the previous customer had not broken the rules (I was NOT blaming the prior customer). Although the replies were polite, they focused on the recorded figure and the technical policy rather than acknowledging the inconvenience or offering a more customer-friendly resolution.
For a first-time customer, the refuelling process was unclear and not straightforward. This experience has made me reluctant to use Mobility again.