Closing early when you know a customer is coming?
Sep 19, 2005 | 9:00 am
#1
Original Poster
Join Date: Sep 2001
Location: near Nashville, TN USA
Programs: Marriott Bonvoy "Lifetime Titanium" was reduced to Platinum
Posts: 201
Closing early when you know a customer is coming?
Due to Northwest Airline's ineptness, my husband missed his connecting flight into Nashville. It was the last Nashville flight of the day. He was able to get a flight to Knoxville so he called me and I went to budget.com and made a reservation.
At the Knoxville counter, the agent called Budget Nashville and confirmed they were open until 12:30am and told them my husband was on his way (should be a 3 hour drive... he did it faster).
He arrived prior to 12:30am and they were closed! He left the keys and car and walked alone to the main terminal where the parking shuttles had just finished for the night so he walked alone to long-term parking.
Should we complain to the Nashville manager about the early closing and poor service? Would it just be a waste of time?
At the Knoxville counter, the agent called Budget Nashville and confirmed they were open until 12:30am and told them my husband was on his way (should be a 3 hour drive... he did it faster).
He arrived prior to 12:30am and they were closed! He left the keys and car and walked alone to the main terminal where the parking shuttles had just finished for the night so he walked alone to long-term parking.
Should we complain to the Nashville manager about the early closing and poor service? Would it just be a waste of time?
Sep 19, 2005 | 7:03 pm
#2
Join Date: Aug 2001
Location: Hinterlands, CA
Posts: 370
Sounds like the airport had shut down for the night by the time he arrived. If it had been me, I would have just driven the rental home for the night rather than racing to the airport. A 3-hour rental is the same $$$ as a 12-hour rental (or as a 24-hour rental).
Presumably, they had an "after-hours" return box.
It might be worth sending an email to the manager. Maybe they would send you a coupon/voucher of some type, especially since they had advertised 1230AM as close time and they closed early.
As for waiting AFTER 1230AM for an "expected arrival", that might be a bit much. How long should they wait? 1AM? 2AM? What if the returnee had gotten delayed along the way and decided to just keep the car until the next morning.
Presumably, they had an "after-hours" return box.
It might be worth sending an email to the manager. Maybe they would send you a coupon/voucher of some type, especially since they had advertised 1230AM as close time and they closed early.
As for waiting AFTER 1230AM for an "expected arrival", that might be a bit much. How long should they wait? 1AM? 2AM? What if the returnee had gotten delayed along the way and decided to just keep the car until the next morning.
Last edited by RobertTheTraveler; Sep 21, 2005 at 1:38 pm
Sep 21, 2005 | 12:50 am
#3
Join Date: May 2005
Posts: 1,031
budget and avis are very similar on this issue, since both are cendant controlled.
Just for reference, turn your car into avis if the avis location is still open. Also complaining will do some good in this case. If the location promises to be open to a particular hour, they should stay open. No ifs ands or buts. If my location was to close (it doesnt), the procedure is clear. If ANY customers are confirmed arrival after closing, I must stay open. But for returning cars, I MUST stay open with voice confirmation of pending car ONLY TO THE POSTED HOURS.
As a manager if you complained for this issue, I wouldnt charge for the extra day. But thats just me.
Just for reference, turn your car into avis if the avis location is still open. Also complaining will do some good in this case. If the location promises to be open to a particular hour, they should stay open. No ifs ands or buts. If my location was to close (it doesnt), the procedure is clear. If ANY customers are confirmed arrival after closing, I must stay open. But for returning cars, I MUST stay open with voice confirmation of pending car ONLY TO THE POSTED HOURS.
As a manager if you complained for this issue, I wouldnt charge for the extra day. But thats just me.
Originally Posted by RobertTheTraveler
Sounds like the airport had shut down for the night by the time he arrived. If it had been me, I would have just driven the rental home for the night rather than racing to the airport. A 3-hour rental is the same $$$ as a 12-hour rental (or as a 24-hour rental).
Presumably, they had an "after-hours" return box.
It might be worth sending an emale to the manager. Maybe they would send you a coupon/voucher of some type, especially since they had advertised 1230AM as close time and they closed early.
As for waiting AFTER 1230AM for an "expected arrival", that might be a bit much. How long should they wait? 1AM? 2AM? What if the returnee had gotten delayed along the way and decided to just keep the car until the next morning.
Presumably, they had an "after-hours" return box.
It might be worth sending an emale to the manager. Maybe they would send you a coupon/voucher of some type, especially since they had advertised 1230AM as close time and they closed early.
As for waiting AFTER 1230AM for an "expected arrival", that might be a bit much. How long should they wait? 1AM? 2AM? What if the returnee had gotten delayed along the way and decided to just keep the car until the next morning.
Oct 4, 2005 | 7:26 pm
#4
Suspended
Join Date: Oct 2003
Location: Goodyear,AZ for now then FL Spacecoast
Programs: US Airways Dividend Miles, American AAdvantage, Avis Preferred, Budget Rapid Rez, Hilton Honors
Posts: 1,145
The independent locations are not much better. They close exactly to the minute if not early........