Executive Selection Issues
Jun 1, 2004 | 3:43 pm
#1
Original Poster
Join Date: Dec 2002
Location: ORD - AA EXP - 2MM, Marriott Platinum Elite
Programs: AA, Hilton, Thrifty, National, Marriott
Posts: 247
Executive Selection Issues
I have run into an issue recently on 2 occaisions when renting in DTW from National. I go to the web site and it automatically sets my car selection to Full Size per the new Executive Elite (so I still get charged Intermediate). However, since DTW does not have the Executive Selection yet, I am forced to choose Emerald Reserve or Counter. I select Emerald Reserve and the reservation comes up with the correct price for an intermediate. However, when I arrive and choose a sport utility off the emerald aisle, I end up getting charged for a full size (one level down from Sport Ute) instead of the intermediate I was quoted.
Customer Service's response was that when I reserve from Emerald Reserve, I should go to the full size line and pick a car and will then be charged the intermediate rate. My response is that, in effect, I'm being punished for being Executive Elite at a location that is not set up for the new program yet. Seems to me, that if they don't have Executive Selection, the Emerald Aisle should work the same as it did before and I should be able to choose any vehicle from the aisle. I'm sure this will be a short lived problem, but it's frustrating to be told "congratulations, you are one of our best customers. Now we are going to punish you."
Customer Service's response was that when I reserve from Emerald Reserve, I should go to the full size line and pick a car and will then be charged the intermediate rate. My response is that, in effect, I'm being punished for being Executive Elite at a location that is not set up for the new program yet. Seems to me, that if they don't have Executive Selection, the Emerald Aisle should work the same as it did before and I should be able to choose any vehicle from the aisle. I'm sure this will be a short lived problem, but it's frustrating to be told "congratulations, you are one of our best customers. Now we are going to punish you."
Jun 4, 2004 | 12:18 pm
#2
Join Date: Sep 2003
Location: Chicago, IL, US
Posts: 2,210
Originally Posted by ORDDoug
I have run into an issue recently on 2 occaisions when renting in DTW from National. I go to the web site and it automatically sets my car selection to Full Size per the new Executive Elite (so I still get charged Intermediate). However, since DTW does not have the Executive Selection yet, I am forced to choose Emerald Reserve or Counter. I select Emerald Reserve and the reservation comes up with the correct price for an intermediate. However, when I arrive and choose a sport utility off the emerald aisle, I end up getting charged for a full size (one level down from Sport Ute) instead of the intermediate I was quoted.
Customer Service's response was that when I reserve from Emerald Reserve, I should go to the full size line and pick a car and will then be charged the intermediate rate. My response is that, in effect, I'm being punished for being Executive Elite at a location that is not set up for the new program yet. Seems to me, that if they don't have Executive Selection, the Emerald Aisle should work the same as it did before and I should be able to choose any vehicle from the aisle. I'm sure this will be a short lived problem, but it's frustrating to be told "congratulations, you are one of our best customers. Now we are going to punish you."
Customer Service's response was that when I reserve from Emerald Reserve, I should go to the full size line and pick a car and will then be charged the intermediate rate. My response is that, in effect, I'm being punished for being Executive Elite at a location that is not set up for the new program yet. Seems to me, that if they don't have Executive Selection, the Emerald Aisle should work the same as it did before and I should be able to choose any vehicle from the aisle. I'm sure this will be a short lived problem, but it's frustrating to be told "congratulations, you are one of our best customers. Now we are going to punish you."
Jun 6, 2004 | 5:12 pm
#3
Join Date: May 2004
Location: Boston
Programs: UA MM, Marriott LT Plat
Posts: 71
ORDDoug,
glg is right on that one. I have had the same problem but I spent a few extra minutes with the CSR and they actullay pulled out the T&Cs on me. There take was that with the program you are entitled to a full size only. Just becuase they happen to have SUVs on the exec. selection aisle, it doesn't mean they have to put them there. They reserve the right to put whatever they want in the aisle spaces. So when exec selection is not available you have to go to the regular aisle. Whatever is there is there. You may even get stuck with an inter. car. Dumb rules i agree.
glg is right on that one. I have had the same problem but I spent a few extra minutes with the CSR and they actullay pulled out the T&Cs on me. There take was that with the program you are entitled to a full size only. Just becuase they happen to have SUVs on the exec. selection aisle, it doesn't mean they have to put them there. They reserve the right to put whatever they want in the aisle spaces. So when exec selection is not available you have to go to the regular aisle. Whatever is there is there. You may even get stuck with an inter. car. Dumb rules i agree.