Originally Posted by
sixtisbest
if you dont know the background to something it is bit boring to insist on customer service improvement.
the situation in that class which you have booked is so difficult, that it is pointless to call other branches to ask for other cars.
what do you think the airport is doing, when the station without airport fee directly next to it calls asking for a change over? they simply hang up.
therefore, for you it would have much helped to press some buttons on the telephone, pretend to talk to someone and then say: no, sorry, thats the only car we have got.
however, the result would have been the same.
Germans like it a bit more efficient, therefore we skip the part with the nice customer experience and go immediately to the (same) result.
If the airport were to hang up, then the customer service (or lack of) is systemic. Again, given a choice of same vehicle but Sixt charging 10-40% more, how is Sixt the best (from a customer perspective)? But that's a rhetorical question.
It still does not address all the other options the agent could have used to defuse the issue. Bottom line is that agent provided bare minimum service and Sixt passing a voice navi only car as navi in 2013 and charging full premium for it.
I'm glad you mentioned efficient Germans. How is it that with Hertz and Avis Germany, their pickup process is:
1.) Give them my license.
2.) Pull out contract and keys out of drawer and I'm on my way. Hertz does not require signature for #1 Gold.
Upon return Hertz Germany cuts you a receipt on the spot (at airports).
Yet with Sixt in multiple locations both airport and non-airport (with an platinum/express booking):
1.) Give them my license, credit card, and passport (if I have not rented from that particular location).
2.) Sixt physically swipe credit card despite having that info when booking was made.
3.). Grab key from drawer.
4.). Print contract and ask for signature. Hertz/Avis pre-print this in advance.
Upon return you wait 48 hours to get a receipt even at airport and with a Sixt employee at the return aisle.