Originally Posted by
LAXative
Wow... the last time something significant happened to me and I had to call the CHM line for assistance, I never saw that manager again. I'm sure the CHM desk and the OAJ manager (who has hopefully been "briefed" by the CHM desk) will reimburse you those costs and throw you vouchers for service recovery.
I have to dig it up, but I thought it said in the documentation that rental car availability was guaranteed for CHM. Internalized that to mean that if they had one last car that was in safe running condition and a CHM came walking up, the rental in that car would be the one who walked. I've also been told by the LAX manager that the only car a CHM can't take is one already assigned to another CHM.
I called the CHM desk and gave them the info on costs of my taxis. The agent last night noted the reservation that the station walked me. She said she'll submit it to the Customer Service dep't with a note that a CHM was walked. I should hear from them within 24 hours.
Regarding the guaranteed availability: If you log into a CHM account, under "see all the benefits" is (among other things) "GUARANTEED Car Availability." But there aren't defined benefits/procedures if this isn't met. And I wouldn't trust any of the stated benefits since one is, "Free Upgrade to Best Available Car." No stipulations/small print/etc, but we are often denied upgrades to specialty/other vehicles.