We always recommend that you sign up for car rental rewards programs because of the benefits that come with membership. The vast majority of the time, these programs deliver benefits exactly as promised. But occasionally, there’s a glitch and your rental car loyalty program lets you down. Here’s what to do to turn the situation around.
Let’s face it: We join frequent renter programs because we like the benefits. We like accruing points for upgrades. We like great service. And we like bypassing the rental car counter and getting in and out of the rental car locations quickly and without drama.
When we rent at Hertz or National, we expect the only interactions we will have with staff will be at the security gate, thanks to our Hertz Gold Plus Rewards and National Emerald Club accounts. We’re willing to pay a slight premium for the ability to walk straight to the lot, make a choice of vehicles, and leave. Yet humans sometimes make mistakes and break promises. What happens when a rental car company doesn’t fulfill a guarantee?
How to Complain About a Car Rental Rewards Program
We’re big fans of National’s Emerald Club, but even this program falls short occasionally. Unfortunately, I recently had a negative experience.
Members of the Emerald Club can reserve a midsize and then take any vehicle on the Emerald Aisle. Executive and Executive Elite members can choose any car on the Executive Aisle or the Emerald Aisle. When I arrived on a Monday afternoon, the Emerald and Executive Aisles were almost empty. I didn’t want the Nissan Frontier, Dodge Ram 1500, minivan, or the Hyundai Sonata nearby. There were two Cadillac XTS vehicles in the Executive Aisle, and as a member, I can take any car off the aisle.
But, after hopping in a gray XTS, Enterprise and National staff members stopped me. The three Enterprise Holdings companies (Alamo, Enterprise, and National) share a level of the parking garage and each company has its own parking spaces. National had allowed sister company Enterprise to put Cadillacs on National’s Executive Aisle for Enterprise’s customers. In other words, the cars in the spaces reserved for National’s most frequent customers weren’t available to its customers.
Tired after a day of airline delays, I took the Nissan Frontier for my one-day, one-way rental. I also sent a note to National about the Executive Aisle that contained cars unavailable to National Executive members. When a rental car company doesn’t live up to its promises, it’s important to contact the corporate office if the local staff can’t help you. In this case, the story’s ending had some good news and some bad.
First, the bad news. I had the Nissan Frontier for a 300-mile drive. The truck got 20 mpg on the highway, and was more cramped than my compact car at home.
The good news? After reviewing my photo of the cars in the Executive Aisle, National placed an award day in my account within hours. Good customer service is a big reason why customers rate these companies so highly.
What to Say About a Negative Rental Car Experience
This story has multiple takeaways. One is that even good systems don’t always deliver as expected. The staff at this particular airport location for Enterprise and National knew the companies’ policies for the National’s Executive Aisle but decided to use the space to benefit Enterprise’s customers instead. I accepted a far less desirable vehicle because I reasonably believed National’s corporate staff would rectify the actions of the airport staff, and I was right.
Another tip is to document your problem. A photo or video can be a compelling piece of evidence to use as you make your case.
Next lesson is that the corporate parents of individual rental car companies appreciate feedback. They really do work hard to ensure that their frequent renters reap the promised benefits. Corporate headquarters want to know when a benefit is not delivered. There’s a maxim in business that only a small percentage of customers with legitimate complaints will actually complain; many customers will just stop being customers. When a rental company doesn’t meet a guarantee, pointing out the lapse is how to resolve the situation.
Rental Car Company Customer Support Numbers
- Alamo Customer Support
- Avis Customer Service
- Budget Customer Care
- Dollar Customer Assistance
- Enterprise Contact Us
- Hertz Contact Us
- National Car Rental Support
- Payless Customer Care
- Sixt Contact
- Thrifty Customer Care
Have a problem during normal U.S. business hours? There’s a high probability that your rental car company even has social media staff on Facebook and Twitter to address customer concerns quickly.
Frequently Asked Questions
Does Chase Sapphire cover car rental insurance in Ireland?
Yes, your vehicle can be insured for an additional EUR15 daily. You also have the option to add a variety of optional extras such as breakdown assistance or theft insurance, as well personal accident insurance.
Which countries accept US driver’s licenses
The United States does NOT recognize driver’s licenses from other countries as valid on its roads. They are recognized by Canada, Mexico and the District of Columbia.
Canada recognizes American driver’s licences issued by all 50 US states and the District of Columbia.
Mexico also recognizes American driver’s permits, but they are only recognized in Chihuahua.
The District of Columbia is open to American driver’s licences from all 50 United States states, with the exception of Alabama and Mississippi, Texas, Texas, West Virginia, West Virginia, West Virginia, West Virginia, West Virginia, West Virginia, Texas, Texas, Texas, and Texas.
What is needed to rent a car in Europe?
A variety of websites can help you find affordable European rental cars. These include Alamo and Sixt, Europcar or Hertz. Also, you should consider booking online.
Before you rent a vehicle, it is important to have all necessary information.
- Your full name including any middle names (if any)
- The address where you are staying
- Date, time and place of pickup
- You can rent a car by the make and model
- Insurance company and policy number
- Requests for extra equipment
- Details of the rental agreement (e.g., duration and rate, deposit, balance due by end of trip, excess fees, limits of liability, cancellation penalties etc.
- Payment method(s), including cash, credit card, debit cards, cash and personal cheques
Once you have all of the information above, you can book your vehicle at one of these companies.
When I rent a car from the United States, is hail damage my responsibility?
Your insurance company will cover any damage caused by natural events such as tornadoes, hurricanes, floods, etc. Your rental agency can clarify whether this applies to your vehicle.
What documents do you need to drive in Europe and why?
You must have all the documentation required for each country you visit, including passports, visa requirements, customs clearance, tax information, etc.
You will also need copies your passport, driving permit, and insurance policy. The policy should cover you while driving in Europe.
In some countries you might also need proof of ownership. This could be a bill of sale or registration papers.
Some countries require that drivers have a valid driver’s licence from their home country.
Where is the most convenient place to rent car?
The most common places to rent cars are airports, rental agencies, hotels, etc.
Use online travel sites such Expedia and Priceline to find the closest airport location.
If local rental companies have locations near where you live, they might be worth your consideration. These are often cheaper and easier to use than booking directly on an airline site.
Consider public transportation if you are renting a car less than two weeks. You could take advantage of city-wide bus passes, which allow unlimited rides within a certain area.
Renting a convertible might be possible for parents who are traveling with young children. They offer greater protection for children, which is why some people prefer them.
Statistics
- For canceled trips two days or shorter, a guest is charged 50% of one day’s trip cost. (insider.com)
- Save up to 30% on your rental car in Europe when you book with us today. (autoeurope.com)
- American Airlines, for example, offers AAdvantage members 35% off Budget and Avis — but you need to rent from an airport. (nerdwallet.com)
- I’d say 70% of the time, we have a hassle-free encounter, but there have been certain companies that we prefer not to use anymore. (theworldpursuit.com)
- If you’re a member of AAA, you might also be able to snag discounts of 10 percent at Thrifty, and 8 percent at Dollar. (afar.com)
External Links
enterprise.com
jdpower.com
sixt.com
alamo.com
How To
What to consider when booking a rental car
What are the things you should consider before renting a car?
When you’re looking for a rental vehicle, the following are important points to remember:
- You have the option to choose from a variety of car types (small, medium, large, and SUVs as well as minivans).
- Prices vary depending on the vehicle. It starts at $15 per day for small compact vehicles, while larger ones cost much more.
- Other than the daily price, there are additional charges depending on how long the vehicle is rented, such mileage fees.
- Extra fees will apply if you rent your vehicle.
- Renting a car lets you travel at any hour of your choosing. However, this option comes with some limitations. You cannot rent your car during rush hour.
- Be sure to choose a model that suits your budget before you commit to buying a car. You should also check whether the car is equipped with air conditioning. This is especially useful during hot weather.
- It is important that you reserve your car well in advance, especially if you are looking for a particular kind of car. Sometimes people don’t realize that they have a car until it is too late.
- Many safety features are included in rental cars. It is recommended that you have a first aid kit and blanket in case of an emergency.
- You may want to consider adding a collision damage waiver to your rental. This is optional, but you will save money on your insurance policy.
- Special needs can be requested during your booking process and upon your arrival, if you have any special needs.
- You should pack your bags and have your ID and credit card ready before you leave the airport.
- While driving, make sure you stay alert. Stay focused and avoid distractions.
- If you get into an accident, contact the police immediately.
- Once you finish using the car, make sure you turn it in. Otherwise you’ll be fined.
Did you miss our previous article…
https://rentacar24.org/car-rental-news/right-heres-what-to-do-if-you-get-a-speeding-ticket-in-georgia/
