Great car, but confusing and disrespectful service at pick up

Our experience at pick up was horrible. There were 4-5 other costumers present when we were, and all of them were angry and engaged in arguements with the counter staff. The terms and conditions misled me: I didn’t realise I needed a passport in addition to drivers licence photo card in order to collect the car. They let me have it anyway for an additional £300! I was tired and just went with it...