Originally Posted by
Jericho-79
Do you guys think that I had every right to file a complaint with the Thrifty staff at YYZ? Do you guys think I should've received some kind of reimbursement from Thrifty for my unplanned taxi ride?
Absolutely not.
For one, when you made your one-way reservation scheduled to drop off at Front Street, you would have seen the exact drop-off address at Thrifty.com, listed as:
Code:
TORONTO FRONT STREET (Y69)
330 FRONT STREET WEST
LOWER LEVEL RETAIL
TORONTO, ON CANADA M5V 3B7
(416) 593-5604
Even if you didn't book it as a one-way, that same information is easily accessible at Thrifty.com by clicking Locations.
And if you had had trouble locating the office itself, the phone number listed above (and right on the website) would have connected you directly to someone at the location who could describe where they were.
Secondly, it's absolutely unfair to assume that someone at one location knows exactly how to get to another location. It certainly wouldn't be fair to ask someone in Atlanta which side of the street the location inside the Las Vegas Hilton is on. Sure, the YYZ employees may live in the same city as the location on Front Street, but Toronto's a big city, and I wouldn't expect someone who lives and works in one part of a big city to be intimately familiar with another part of a big city they may not often travel to. (I'm from L.A. but am completely clueless about the South Bay area, since all of my experience is in the San Fernando Valley.)
It sounds to me that the Thrifty staff at YYZ did everything you could reasonably expect them to do to assist you. Furthermore, you chose a course of action that would have cost them money (returning the car back to them and
expecting them to reimburse your cab ride) rather than calling them and giving them the opportunity to assist you without costing them a cab ride. Had you called from the downtown area and told them that you were having trouble finding the Front Street location, they may have been able to find someone familiar with the area to give better directions, or they may have been able to transfer you directly to someone at the location who could help you find it.
Unless the staff had refused to help you by not giving you the address or intentionally (
not accidentally) directing you to the wrong location, I see absolutely no fault on their part. I know people who have lived in my smallish city for over a decade and have worked in the hospitality industry for almost half that long and still have no clue where some major hotels are. I see 10 Thrifty locations in the Ontario area, and expecting someone at one location to know exactly where all of those other locations are is very unfair. Providing you with the address they see in their computer system is certainly all that can be fairly expected of them.