No more guaranteed upgrades for EE members… or poorly trained counter agent?
Aug 22, 23, 9:12 pm
#1
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: HH Diamond; National EE
Posts: 2,200
No more guaranteed upgrades for EE members… or poorly trained counter agent?
Picked up a reservation from a non-aisle location today. I walk the lot on my way in to the terminal to see what’s available. 30+ vehicles on the lot ranging from a Malibu to multiple Expeditions, Tahoes, Q5, XT4, Durango, F150, etc.
I’m a 10-year EE members with ~200 rentals from this location.
As the paperwork is being completed, I ask to be upgraded to an SUV.
Agent says “we have you in a Malibu today”.
I asked again for an upgrade citing the availability on the lot and my executive elite status.
Agent replies “we have firm reservations on all those. You booked a Malibu so you get a Malibu. Enterprise has SUVs but they’re high mileage and we can’t rent them to you.”
I say that I understand, but this has never happened before at this location. I ask if the rate will be updated to reflect no upgrade. Agent looked at me quizzically and said “No. We don’t do that. Your rate reflects what you reserved and what you’re getting.”
By this time, another agent overheard us and asks “are you downgrading him?” The first agent replies “No. He booked a Malibu and that’s all we have.” The second agent says “just give him the Nissan” and walked away.
In the end, I walked away with a Nissan Rogue SUV. But, this was the first time it has ever been this difficult.
I’m leaning towards chalking this up to lack of experience. This location used to have long term employees who’d recognize you and greet you by name. In the past 6 months, there’s a new counter agent every time I’m picking up.
I’m a 10-year EE members with ~200 rentals from this location.
As the paperwork is being completed, I ask to be upgraded to an SUV.
Agent says “we have you in a Malibu today”.
I asked again for an upgrade citing the availability on the lot and my executive elite status.
Agent replies “we have firm reservations on all those. You booked a Malibu so you get a Malibu. Enterprise has SUVs but they’re high mileage and we can’t rent them to you.”
I say that I understand, but this has never happened before at this location. I ask if the rate will be updated to reflect no upgrade. Agent looked at me quizzically and said “No. We don’t do that. Your rate reflects what you reserved and what you’re getting.”
By this time, another agent overheard us and asks “are you downgrading him?” The first agent replies “No. He booked a Malibu and that’s all we have.” The second agent says “just give him the Nissan” and walked away.
In the end, I walked away with a Nissan Rogue SUV. But, this was the first time it has ever been this difficult.
I’m leaning towards chalking this up to lack of experience. This location used to have long term employees who’d recognize you and greet you by name. In the past 6 months, there’s a new counter agent every time I’m picking up.
Aug 22, 23, 11:30 pm
#2
Join Date: Mar 2005
Location: YVR
Programs: AC SE, HH Gold, Marriott Titanium, National EE, Sixt Platinum, Hertz PC, AVIS PC
Posts: 1,870
Picked up a reservation from a non-aisle location today. I walk the lot on my way in to the terminal to see what’s available. 30+ vehicles on the lot ranging from a Malibu to multiple Expeditions, Tahoes, Q5, XT4, Durango, F150, etc.
I’m a 10-year EE members with ~200 rentals from this location.
As the paperwork is being completed, I ask to be upgraded to an SUV.
Agent says “we have you in a Malibu today”.
I asked again for an upgrade citing the availability on the lot and my executive elite status.
Agent replies “we have firm reservations on all those. You booked a Malibu so you get a Malibu. Enterprise has SUVs but they’re high mileage and we can’t rent them to you.”
I say that I understand, but this has never happened before at this location. I ask if the rate will be updated to reflect no upgrade. Agent looked at me quizzically and said “No. We don’t do that. Your rate reflects what you reserved and what you’re getting.”
By this time, another agent overheard us and asks “are you downgrading him?” The first agent replies “No. He booked a Malibu and that’s all we have.” The second agent says “just give him the Nissan” and walked away.
In the end, I walked away with a Nissan Rogue SUV. But, this was the first time it has ever been this difficult.
I’m leaning towards chalking this up to lack of experience. This location used to have long term employees who’d recognize you and greet you by name. In the past 6 months, there’s a new counter agent every time I’m picking up.
I’m a 10-year EE members with ~200 rentals from this location.
As the paperwork is being completed, I ask to be upgraded to an SUV.
Agent says “we have you in a Malibu today”.
I asked again for an upgrade citing the availability on the lot and my executive elite status.
Agent replies “we have firm reservations on all those. You booked a Malibu so you get a Malibu. Enterprise has SUVs but they’re high mileage and we can’t rent them to you.”
I say that I understand, but this has never happened before at this location. I ask if the rate will be updated to reflect no upgrade. Agent looked at me quizzically and said “No. We don’t do that. Your rate reflects what you reserved and what you’re getting.”
By this time, another agent overheard us and asks “are you downgrading him?” The first agent replies “No. He booked a Malibu and that’s all we have.” The second agent says “just give him the Nissan” and walked away.
In the end, I walked away with a Nissan Rogue SUV. But, this was the first time it has ever been this difficult.
I’m leaning towards chalking this up to lack of experience. This location used to have long term employees who’d recognize you and greet you by name. In the past 6 months, there’s a new counter agent every time I’m picking up.
Any other upgrades are courtesy of the location.
Ron.
Aug 23, 23, 12:40 pm
#3
Join Date: May 2010
Posts: 546
You did get the guaranteed upgrade, but the agent did provide the wrong information (Taking OP at your word on what the Agent said).
The Rental Contract print out shows how it works that the Agent could have pointed to. There are 3 fields on there: Vehicle Class Booked; Vehicle Class Charged and Vehicle Class Driven.
The guaranteed upgrade is provided by charging you one class lower.
As per your past experience, National often do go above and beyond that guarantee. But that is indeed on a courtesy / availability basis.
I have multiple trips where I booked Full Size, were charged for a Mid-Size, and driven a premium/luxury vehicle. But I would never expect the latter during, say, peak ski season in Denver even if the lot looks full.
The Rental Contract print out shows how it works that the Agent could have pointed to. There are 3 fields on there: Vehicle Class Booked; Vehicle Class Charged and Vehicle Class Driven.
The guaranteed upgrade is provided by charging you one class lower.
As per your past experience, National often do go above and beyond that guarantee. But that is indeed on a courtesy / availability basis.
I have multiple trips where I booked Full Size, were charged for a Mid-Size, and driven a premium/luxury vehicle. But I would never expect the latter during, say, peak ski season in Denver even if the lot looks full.
Aug 23, 23, 5:12 pm
#5
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: HH Diamond; National EE
Posts: 2,200
Appreciate the feedback. I made a dummy booking for an upcoming trip, pricing shown below.
When you say, and the T&Cs state, "free upgrade is you pay a class below", what is "below"? Is it below in terms of the hierarchy of vehicles compact -> midsize -> full size, OR is it in order of the pricing available at booking?
In the instance shown below, if I book a midsize SUV, do I pay the rate for the compact car ($1 cheaper), or do I pay the rate for a compact SUV (not shown, but is $59)? If my company requires I book a full size car class, what rate would I pay in the example below?
When you say, and the T&Cs state, "free upgrade is you pay a class below", what is "below"? Is it below in terms of the hierarchy of vehicles compact -> midsize -> full size, OR is it in order of the pricing available at booking?
In the instance shown below, if I book a midsize SUV, do I pay the rate for the compact car ($1 cheaper), or do I pay the rate for a compact SUV (not shown, but is $59)? If my company requires I book a full size car class, what rate would I pay in the example below?
Aug 23, 23, 6:56 pm
#6
Join Date: Dec 2022
Posts: 300
Appreciate the feedback. I made a dummy booking for an upcoming trip, pricing shown below.
When you say, and the T&Cs state, "free upgrade is you pay a class below", what is "below"? Is it below in terms of the hierarchy of vehicles compact -> midsize -> full size, OR is it in order of the pricing available at booking?
In the instance shown below, if I book a midsize SUV, do I pay the rate for the compact car ($1 cheaper), or do I pay the rate for a compact SUV (not shown, but is $59)? If my company requires I book a full size car class, what rate would I pay in the example below?
When you say, and the T&Cs state, "free upgrade is you pay a class below", what is "below"? Is it below in terms of the hierarchy of vehicles compact -> midsize -> full size, OR is it in order of the pricing available at booking?
In the instance shown below, if I book a midsize SUV, do I pay the rate for the compact car ($1 cheaper), or do I pay the rate for a compact SUV (not shown, but is $59)? If my company requires I book a full size car class, what rate would I pay in the example below?
An easy way to check is to log out of your Emerald Account and make the same booking - the prices are not the same.
Sometimes the savings can be very substantial with your Emerald log in, and often for me, particularly over the summer National is cheaper than other rental companies because of the special Emerald rates.
If some reason FCAR cost more than LCAR, then the system gives you the lowest price.
I think officially SUV and sedans are on different tracks so the hierarchy is CCAR- ICAR - SCAR- FCAR- PCAR- LCAR - RXAR - GXAR and SUV goes from Compact to midsize to the standard size SUV and your discount I believe is based on if you are on a Sedan or SUV track
