I received a letter by snail mail today:
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Dear Mr. Trojan,
We appreciate your concern about your recent rental at John Wayne Airport in Orange County, California. At AVIS we strive to maintain a high level of excellence in service to you. We particularly value reports of customer issues that do not meet our high quality standards.
We apologize that no one was at the location to meet you when you arrived causing you not to get your car. We understand that such occurrences are disappointing and we sincerely apologize for any inconvenience this may have caused.
In an effort to promote positive customer relations, we have enclosed 3 AVIS Free Day Certificates for your use on a future AVIS rental. We hope you will allow us the opportunity to provide the type of quality service you expect and deserve as a valued AVIS customer...
[snip]
Sincerely,
L.B.
Manager
AVIS Chairman Department
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The certs are combinable on ANY car class. Only restriction of note is US only. I'm satisfied with how Avis handled the matter, and why Chairman's Club is great. This only took 2 phone calls on my part... one at the time of the incident, and one follow up by me to make sure the message was passed on and HQ knew about the incident (I made no mention of compensation). On the 2nd call, the lady offered me the certs, and I accepted.
Oh, and if you couldn't tell, the best thing about the Chairman's Club Desk is the fact that they ARE trained in CS. When I was talking to the gentleman about SNA, he said, "If I wasn't 3000 miles away, I would come down myself and get you your keys." He seemed to be sincere, he may have used a CS Jedi mind trick... but either way, he did his job in making me believe that he cared, which is the goal of CS. ^
I shall stick with Avis... I'm just not sure about renting for SNA anymore (I'm very tempted to call up the managers and make sure the "problem" has been "fixed." (Surprisingly still, LAX has been consistently good).
Originally Posted by
keeton
Question: Did you fly in to SNA, and was your flight info on your reservation? I have actually had some locations stay open late because they knew my flight was coming in late.
If your reservation was associated with an earlier flight or there was no flight association, then it looked like you were the victim of some employee that thought you were a no-show and/or wanted to sneak out a little early on that night. Sorry that happened to you.
No, SNA is my home airport, so there was no flight info. I'm 99.992% sure it was an employee who wanted to be home 5 minutes early.
