National - IAD didn't have Car Type I reserved, what should I ask for as compensation?

Hi all,
Before I start getting flamed, I'm not looking for 2 free weeks or anything outrageous. I'm thinking 50% off a future weekend rental or a free day, or possibly less, but here's what happened:

Showed up yesterday at IAD with a reservation for a Luxury Car. They didn't have any luxury cars (except a Mercedes which they would not give me because it was specialty luxury...frankly poor service, I wouldn't have asked about it if they had a vehicle in the class I reserved). Anyhow, ended up in a Ford Explorer (I was allowed to choose any car on the lot but there were really slim pickings, mostly Minivans).

What would my fellow Flyertalkers do?

What kind of luxury cars does IAD usually carry? What trim Explorer was it?

It was a 2011 Ford Explorer Limited. It had leather, but it didn't have satellite radio. I'm torn because I think I ended up with a standard SUV, and I had rented a luxury.

As for what IAD normally has, usually a smattering of Volvos or Caddies.

I may just ask for the difference in rate, turned out ok, but kind of frustrating that I got downgraded with no apologies just an offer to pick any lower class car on the lot. (as I mentioned above they had one higher class car but that was not offered to me.)

It was a 2011 Ford Explorer Limited. It had leather, but it didn't have satellite radio. I'm torn because I think I ended up with a standard SUV, and I had rented a luxury.

As for what IAD normally has, usually a smattering of Volvos or Caddies.

I may just ask for the difference in rate, turned out ok, but kind of frustrating that I got downgraded with no apologies just an offer to pick any lower class car on the lot. (as I mentioned above they had one higher class car but that was not offered to me.)

Given that gas prices are increasing, I think it's not unreasonable to ask for a voucher for ~ a free day to offset the increase in gas you had to pay for a large SUV over a sedan, and to cover their not holding a luxury car for you.

I didn't know specialty luxury was a special class. I'd call and ask for a free day. Not a one two free day but an actual free day. How long was the rental for? I'd also leave out the part about receiving an Explorer Limited. Fact is you got a standard suv instead of what you reserved.

I didn't know specialty luxury was a special class. I'd call and ask for a free day. Not a one two free day but an actual free day. How long was the rental for? I'd also leave out the part about receiving an Explorer Limited. Fact is you got a standard suv instead of what you reserved.

Agreed!

I didn't know specialty luxury was a special class. I'd call and ask for a free day. Not a one two free day but an actual free day. How long was the rental for? I'd also leave out the part about receiving an Explorer Limited. Fact is you got a standard suv instead of what you reserved.

Depends on the location, some places may be willing to give you an *XAR vehicle for a luxury booking. However, now that National has made Fullsize Elite-GXAR independently reservable from Luxury, we may be seeing more of what dcstudent experienced.

I had a similar issue happen to me @ IAH..this was when i was diehard Avis mind you).so no ec..just avg customer.. I booked as caddy escalade @ national under the Luxury SUV group@ a nutty low price. 21 days before arriving.i think it was like $257 for a week, however once landing and making my way to parking deck the greeter tells me that all they have for me is a yukon (Yes the normal fleet model) so i'm pissed @ this point.. i leave the family in the parking deck and make my way back to the counter..The CSR tries to talk me into the yukon..tells me that its a nice truck etc etc..then she says something to the tune of walk up rates for a Luxury car..@ that point i request a manager...after explaining the situation i was given 50 % and was able to bring the truck back empty..

Point to the story is if you book a Class of car above fullsize and you feel your not being comp'ed then ask for management

Thanks all. Sorry for the delay in my response to all of you, I've been out of the country for the last 3 weeks. Anywho, as for speaking to management on site, I was dealing with the on-duty manager. He didn't have any luxury cars, and refused to give me the "specialty luxury" car on the lot. I am only guessing, but I think the reason he did not was that my rental was a one-way to JFK and the Mercedes in IAD's only "specialty luxury" car. But that isn't my problem.

My letter to National:

I am writing in regards to a rental I picked up on January 31, 2012 at Dulles Airport. My rental was for a luxury car but when I arrived I found that the Dulles location was out of luxury cars.

I spoke with XXX, who while polite, would not allow me to drive the Mercedes that was on the lot as it was a "luxury specialty," and instead I ended up in a Ford Explorer SUV, in your "Standard SUV" category.

Obviously, I am very disappointed that my reservation could not be honored. Additionally, I am disappointed that instead of allowing me to drive the only luxury car left on the lot, I ended up in a far inferior vehicle. Finally, since I prepaid the gas on this trip, I believe I paid far more for gas for an Explorer than I would for your standard luxury cars.

As such, I feel a fair resolution for your failure to honor my reservation as booked, a customer service failure by downgrading me instead of upgrade me, and estimated higher costs due to downgraded vehicle I politely request that my Emerald Account be credited two free rental days.

As promised, albeit a little late (my fault, not National's - they responded within 72 hours). I got an e-mail from a local executive (probably out of the Tyson's Corner regional office) giving me 2 free days and a $50 credit to my rental at issue.

Awesome customer response! In fact, I've switched all of my rental activity for this year from Hertz to National.

One could reason that the best use of those 2 free days would be an expensive one-way out of IAD. As in, the branch that wronged you will be the one to reap the consequences. Justice! :D

The one way rental is probably a factor. They didn't want to let that Mercedes go.