Avis - Avis SLC: "We are out of cars"

I have been a devout Avis renter, eclipsing Avis First almost immediately and having probably more free weekend rentals than I can use, but I'm uncertain if that will continue.

To make a long story short, despite having a reservation, I - and quite a few others - were not provided a rental car late this evening, regardless of whether they had a reservation, any status, one or more future rentals booked and/or any particular ability to come back to the airport "in the morning".

I guess this kicks off a few questions and observations:

* The Preferred desk closes fairly early at this location - 11pm - which would've required a staff member to pull keys, bring them back to the desk, and rent the cars out by the time we/I got there at ~11:30pm. This appears to be a conscious policy decision that runs absolutely counter to "Preferred" customer service.

* Checking online on avis.com upon cabbing to my hotel, the reservation was out-and-out canceled without notification. I can still view it on my corporate travel agency website, so I have access to the confirmation number. But what is the point of that versus, say, modifying the pickup time for when cars become firstly available? Now I'm subject to making a wholly new reservations - at likely exorbitant rates - presuming I even make it to the airport to pick it up. Assuming one is there, of course.

* If you're not going to ensure cars are available to your preferred customers, ultimately representing those who do repeat business with you, then what's the point of having such a program? What number of upgrades or perks can one provide if even the most basic service - providing any car to rent - isn't maintained?

I dunno. I'm admittedly just frustrated. But I seriously wonder what the point is to continue to rely on Avis exclusively for my business if this is how the program truly operates. Shall I assume they all operate like this?

Oh well...thanks, Avis, for nothing tonight. Hope I can get a timely cab at the hotel in the morning to make my first day of meetings!

The simple answer in this case is "Avis didn't give a flip, too bad".
The true worth of any company is how they react when things go wrong.
So they ran out of cars, what pro-active steps did Avis enact to minimize customer impact? None.
Based on this experience I would definitely hedge my future rentals by establishing a relationship with another rental company.

Unfortunately, until the government steps in (like for airlines), I'm sure we won't see anything. The good thing that with hotels, they aren't forced to do anything in an oversell, but they usually will do something for preferred/reward program members.

This happened to me at BUR.

Then I remembered that Seinfeld episode when he showed up and there was no car even though he had a reservation :D

This happened to me at BUR.

Then I remembered that Seinfeld episode when he showed up and there was no car reservation :D

I wonder how many rental agents across the country have been quoted that scene verbatim by a smirking traveller with that "check me out, I'm now as funny as Seinfeld" look :D

Avis First doesn't really mean much in terms of perks.

I wonder if they were turning Chairman's/President's away?

I have been a devout Avis renter, eclipsing Avis First almost immediately and having probably more free weekend rentals than I can use, but I'm uncertain if that will continue.

* If you're not going to ensure cars are available to your preferred customers, ultimately representing those who do repeat business with you, then what's the point of having such a program? What number of upgrades or perks can one provide if even the most basic service - providing any car to rent - isn't maintained?

I dunno. I'm admittedly just frustrated. But I seriously wonder what the point is to continue to rely on Avis exclusively for my business if this is how the program truly operates. Shall I assume they all operate like this?

Oh well...thanks, Avis, for nothing tonight. Hope I can get a timely cab at the hotel in the morning to make my first day of meetings!

FWIW - In reading your post, I would consider myself an "equal" in Hertz's program - presidents club level - lots of relatively consistent weekly rentals (@ SLC coincidentally!) etc. etc.

Unfortunately - I think you are correct in your assumption that they all operate like this. I have had an overall positive experience with Hertz but just two weeks ago, I showed up @ SLC and experienced almost exactly what you had with the exception being it was in the middle of the day and they ultimately got me going (initially it was the no name on the board, we're out of cars speech).

I try to monitor many of the car rental forums to get a feel for whether I should make a move to another outfit - IMHO, If one takes the time to look around, the grass isn't greener in any of these pastures.

Just my .02 worth - The car rental system (with no cancellation/no show fees) is broke. Status with any rental company helps but ultimately none of them are bulletproof.

I wonder if this is a specific problem at SLC. I had the same experience with Dollar (preferred etc.) arriving late at night and being told no cars, sorry.
I had to take a cab for $140 to Provo, and after repeated letters to CS, got a $50 voucher.

When rental companies overbook and/or run out of cars, not much anyone can do. I guess since renters do not have to put down deposits, and often no-show, the companies overbook equally liberally in response.

The simple answer in this case is "Avis didn't give a flip, too bad".
The true worth of any company is how they react when things go wrong.
So they ran out of cars, what pro-active steps did Avis enact to minimize customer impact? None.
Based on this experience I would definitely hedge my future rentals by establishing a relationship with another rental company.

I once had that stunt pulled on me in Tampa in December. They told me that they had run out due to the high demand at that time. I just told them that as a Preferred unless they were to call me a taxi and pay for it and deliver the car to my hotel in Clearwater - the fur would really fly. The agent said that she could not just magic cars. I told her that had she been properly educated at Hogwarts this would not have proved a problem.

She roared with laughter and lo - a car was found. Quite a decent one too as I recall - not that I was about to make a fuss about that. I grabbed a map, my luggage, the keys, and my husband in that order and fled.

About 2 years ago in YYZ, there was an angry 'mob' at the avis both sine they were out of cars. I was there with two co-workers (all 3 of us Pres Club) and headed in different directions. Well the the 3 cars on the lot were given to us. I was afraid we might be 'mugged' on the way to the car by one in the angry crowd. So that night having status helped.

In PHL once I had a 12 pass van, the only thing left, but it got me to the hotle almost as good as a Caddy would have.

At a minimum, I have contacted Avis Customer Service about this particular experience, which required a second email to specify that it was not that I was unhappy with the car I received but rather that I had not received one at all. The response back was along the lines of "oh, well, we'll get back to you on that". I believe that they'll contact me back, but in the downtime of no explanation or no apparent outreach to rectify the problem with a frequent renter, I'll let my dollars do the talking.

So I've taken advantage of the National 2-for-1 promotion and signed up, and I'm driving one of their cars this week.

The car rental system (with no cancellation/no show fees) is broke. Status with any rental company helps but ultimately none of them are bulletproof.

Interesting point. Perhaps whomever can best manage their capacity, whether at SLC or anywhere else, probably has most to gain from frequent renters. In the end, I don't care much for the nicest car on the lot, but if it comes down to it, not having a car on the lot at all and not seemingly being prepared to make accommodations in some form or fashion - if only to send me an email to explain what has happened versus just covertly canceling my reservation - just didn't sit well.

If Avis is true to its word and truly tries harder, I'll be back. I'd hate to take from the guys in Omaha, where I am this week and with a staff that I truly like and enjoy doing business, because the guys in SLC dropped the ball. We'll see.

Around 10 years ago, I was on my first biz trip, and showed up at LAX the week of the Academy Awards. Despite having a reservation, there were no cars available. It was around 8pm already, and my hotel reservations were down in Orange County.

Within about 1 hour, they had me in a cab and paid for the trip all the way down to Irvine. The next morning I went to SNA and picked up a rental car there.

Even though I am now Avis First, I doubt that I would get the same service as I did back then when I had no Avis status.

I arrived in February in KOA to a similar issue, but for the counter being closed. They just didn't have one for preferred or anyone else, no cars. No cars at all. And waiting for one to come in, there was no priority when giving out the car. I asked the station manager for paying for my taxi ride and they can bring my car to Waikoloa and they said yes, but then four cars pulled in and then they gave me an UG. I wish they offered this, but after one hour, we did get a car.

I've only had it happen once (Kansas City), but expect to see it more often now that they are trying to keep a smaller inventory.
On their side, we can be a no-show and not get charged. I wouldn't be surprised if they find a way to add another fee for those that want "guaranteed availability."

I've only had it happen once (Kansas City), but expect to see it more often now that they are trying to keep a smaller inventory.
On their side, we can be a no-show and not get charged. I wouldn't be surprised if they find a way to add another fee for those that want "guaranteed availability."

This EXACT situation is happening to me this week in SFO. I can't find *ANY CARS* in San Francisco except for Hertz that wants to charge me 150 bucks a day!! and will require 5 day reservation!!

Just my .02 worth - The car rental system (with no cancellation/no show fees) is broke. Status with any rental company helps but ultimately none of them are bulletproof.

The other half of the problem is renters who keep cars longer than their reservation. Airlines do not have this issue, and depending on location hotels can evict guests who overstay their rezzie, but the car rental agencies are a bit more stuck when this happens.

A few months ago I mentioned that Avis had a sign at Cedar Rapids saying no one-ways at this time. Someone here said that's a market-specific problem in certain parts of the Midwest. When there's a snowstorm and flights get grounded, people rent a car to drive to Chicago in the hopes of catching a sooner flight. Inventory in those small towns drops below a certain level, so one-ways out have to wait until the bad weather clears and some people start driving rental cars one-way back.

In response, some people here said when this happens, they book a roundtrip rental, get a car from the sparse stock remaining, then later call the 800 number to ask that it be switched to one-way and pay the higher rate. There's not much the rental company can do when this happens, besides quote a punitive rate they hope will discourage most people from doing it.

On their side, we can be a no-show and not get charged. I wouldn't be surprised if they find a way to add another fee for those that want "guaranteed availability."

Maybe a pre-pay?

My local franchisee guy said that they reduced the fleet so much this summer, that he literally turned away hundreds of would-be rentals, many with reservations. He said it's killing him financially, because summer rentals are what allows him to get through the rest of the year. It's not just the customers that Avis has been screwing lately.

Where are you located? SLC? If this is the common Avis scenario, of corporate cars supplied to a franchise operator, there's not much the manager can do other than complain to corporate. If he's his own independent licensee and procures his own cars, then he may have a better chance of getting the inventory to match local tastes.

Seinfeld said it best: http://www.youtube.com/watch?v=dSZYsyrP3Co&NR=1

"You know how to take the reservation you just don't know how to hold the reservation. And that's really the most important part of the reservation. The holding. Anyone can just take 'em..."

Seinfeld said it best: http://www.youtube.com/watch?v=dSZYsyrP3Co&NR=1

"You know how to take the reservation you just don't know how to hold the reservation. And that's really the most important part of the reservation. The holding. Anyone can just take 'em..."

Classic! I love that episode.

Classic! I love that episode.

+1 I love it too!