Most of the time these things can be dealt with in a phone call to a local manager.

That doesn't justify the charges or any of the unethical tactics that Hertz uses. But it is quicker and easier than showing up in person or calling the 800 number.

And by the way, many HLEs are happy to manually change the return location to the airport without upcharging. Just book a regular reservation and then tell them you want to return at the airport.

Charging intercity rates (or drop fees) for intracity HLE-to-airport rentals is a sham. HLEs have to shuttle cars back and forth all the time to the airport. You are doing them a favor when you take a dirty car to the airport.