Comments on: “She saved our vacation”

By: Brona

Brona — Wed, 25 Mar 2009 22:31:48 +0000

Great to see a positive story on car rental companies for a change. All too often it is the negative ones that get the attention. thanks for the balanced view Elliot

By: Judy

Judy — Wed, 25 Mar 2009 16:56:00 +0000

It was so nice to hear a good story for a change. This past January we rented a car from Enterprise in Vermont, talk about cold weather, They went out of their way to do whatever they could for us. When we dropped the car off a week later it was negative 12 degrees, it was also 6 am in the morning, they had the van waiting for us with the heat on, told us to go inside to turn in our keys, asked us if we wanted some hot coffee, told us they would put our bags in the van to take us to the airport. Now that is service.

By: Frank Williams

Frank Williams — Wed, 25 Mar 2009 13:50:46 +0000

Nice blog – im glad to see a little well deserved positive press for the car rental counter staff who do an excellent job, a lot of the time under very time sensitive circumstances. We collect customer feedback in the same way as Hertz and are pleased to say that in almost all cases customers have positive experiences.

By: Christopher Elliott

Christopher Elliott — Wed, 25 Mar 2009 13:46:03 +0000

@Paula, I always try to balance positive and negative feedback on my blog and in my stories, but it’s never easy. I’m often overwhelmed with complaints, which tend to make it into the bigger stories. This was just a small way of trying to offset that …

By: Paula

Paula — Wed, 25 Mar 2009 13:38:39 +0000

Thanks for sharing these 2 stories…. we hear so many negative stories when a company does it wrong… it’s also nice to hear when they get it right!

By: Caroline Platt

Caroline Platt — Wed, 25 Mar 2009 13:34:15 +0000

The Avis on Broad Street in Richmond, Va is also a gem. I’ve had similar experiences to the SLC group above with just unexpectedly responsive, considerate service. Highly recommend them to anyone traveling in this area. Good post, thanks Chris.

By: Vidiot

Vidiot — Wed, 25 Mar 2009 13:25:47 +0000

The Avis location at Newport News airport (PHF) went above and beyond for me once; I’d inadvertently left my camera in its case in the trunk of the car — gray camera case, gray carpet lining the trunk, and it blended in. They found it and FedExed it back to me in New York very promptly Kudos to them.

By: Susan Black

Susan Black — Wed, 25 Mar 2009 13:17:01 +0000

It’s great hearing how travel companies do things right! A tip of my hat to Hertz, who saved my vacation (and my professional life!) in Denver this past December. In loading up the SUV with skis, boot bags, 4 additional pieces of luggage and my two kids, my husband left my laptop bag outside. In the morning – in a fit of panic – I called the Hertz Denver Airport location. Not only did they locate my laptop where it had been left, the agent gave me the name and number of the airport shuttle service to Vail, offered to drive my laptop immediately to their counter at the airport, and follow up to see that it had been safely delivered to my hotel. In fact, she put a plastic lock on the bag to ensure that it remained sealed, followed up with me hourly, and provided exceptional customer service. In this day of commodotized travel product, I am now a loyal Hertz customer for life!

By: Paula Rivera

Paula Rivera — Wed, 25 Mar 2009 13:08:48 +0000

Hi there ~ Thanks for the post. While we’re not perfect and we’re certainly trying to navigate ourselves through these economic difficulties — aligning fleet with demand, having appropriate staffing levels, etc. — It’s great to see our folks in the field, as well as those in customer service, are still indeed focused on our customers. Paula Rivera, Manager, Public Affairs, Hertz.