Experience
It was in Manhattan, this past weekend.
Here is the short version:
- Got to Hertz and queued up at the Gold counter line. No acknowledgment from agent for over 5 minutes. Finally I asked if that line was open. She said it was not...rudely.
- Got into the back of the normal line...at this point several others had joined. While everyone was waiting, the agent was non-nonchalantly chatting with another employee...absolutely no sense of urgency or even acknowledgment of the customers in line.
- When I finally got to the front (about 20 minutes later)...she announced there were no more cars!
- Could she not have announced 20 minutes ago that X cars were remaining and because there were more customers than cars, they will accommodate by doing a, b, c?
It was handled very poorly and everyone left unhappy...without a rental car. Mind you, everyone including myself had a confirmed reservation.