Originally Posted by
Dave Noble
No - unless it was a 'reserve exact model" reservation, the person made a booking for a class of vehicle
I'll be more precise, then, if you prefer, but the point still holds. "The person had booked a Standard Sedan (class D). Fundamentally, if the location doesn't have what was reserved, then the choice of an alternative should, within reason, err in favor of the customer's preferences."
Originally Posted by
Dave Noble
The Jetta that was there was not of a type that the customer booked - it was a vehicle with a specific modification for those needing a vehicle with snow tyres
The Jetta was a Standard Sedan (class D). Snow tires are like satellite radio, they're an add-on feature that some cars have, and some don't. It's a feature that Hertz, of its own volition, added to the car in the hopes of driving increased revenue.
If Hertz had had two Jettas, one with snow tires, and one without, then there would have been no question: ask if he wants snow tires for $20/day, he says no, give him the car without snow tires, and everybody's done. They didn't have two Jettas, though. So, they had the choice of giving him the closest approximation of what he had booked (and wanted), the Jetta with snow tires, or pushing him to a different vehicle which some might view as an upgrade, but many wouldn't.
Again, legally, Hertz could have just said "either pay the extra $20/day for the Jetta with snow tires, or get a car elsewhere." This is an issue from a customer service perspective.