Enterprise puts a customer on the road in the nick of time

traffic, travel, trip, car, vehicle, rain, weather, late, miss, missed, delay

Sometimes, travel isn’t fun. Jane Hatch’s last-minute winter flight from Baltimore to Milwaukee was for the worst reason of all.

She needed to attend a family funeral right away.

Hatch’s flight did not go well, and, she feared, neither would her Enterprise car rental upon arrival.

But they had better plans.

As with past air travel, renting a car years ago (okay, when I was young) was reserved for a privileged few, frequently requiring cash — or an exclusive Diner’s Club or BankAmericard. Yikes. If you knew what these were back then, you worked in an office with no PCs, traveled without cell phones, and never left home without traveler’s checks.

Today, car rentals are more affordable and so competitive our Forum might give the impression rental vendors with misleading add-on insurance fees and questionable post-return repair charges are vying with the airlines for adverse attention.

While some Enterprise offices have not been immune, they usually remain a go-to vendor for a decent value — and appear to be why they are the preference of choice for many car repair shops and insurance companies that provide loaners. It doesn’t hurt that they invest in their employees as a primary asset. Who knew? Money Magazine tends to agree, putting Enterprise in their top three.

“I want to share a positive travel experience since you receive so many negative ones,” Hatch began. This is the kind of opening The Good News Guy lives for.

“I sadly and suddenly had to travel to the Milwaukee airport (MKE) for a funeral,” Hatch went on. “While at the Baltimore airport, I received a text from my airline informing me my departing flight is delayed by two hours which could make me late for the event.”

Sigh. Isn’t that the way? In fairness, it was winter.

“Out of desperation, I considered a different departing flight to MKE via a plane change in Minneapolis,” she added. “But gate personnel indicated this alternative is not likely to get me there any faster, so I decided to wait for my original flight.”

She eventually made it to MKE and by the time she raced to the Enterprise desk, it was not looking good. She now had to wait for the check-in paperwork process.


Please don’t tell me this will be one of those times she will have to decline all the aggressively pitched upgrade and add-on fee options one by one.

But not here and not now. On this day, Hatch was in the best of car rental hands.

“I was afraid I might still miss the funeral and blurted out to the Enterprise desk what was happening,” continued Hatch. “No rental was ever processed faster. Jim, the desk agent, said ‘Let’s get you out of here,’ then took me to my car, turned on the headlights for me because it was snowing, and said ‘Go.'”

She did.

And she made it.

With just seven minutes to spare.

At a time when car rental agencies seem to be on the hard-sell hot seat, this particular office would have none of that.

Stuff happens. Be polite and sincerely ask for help. Despite all the negativity and complaining around us, there are people out there eagerly waiting to be nice and appreciate your business. Let them.

Someone did something kind and thoughtful enough to spur a customer to spread the word — and isn’t that what any business would want?

Hatch imparts another critical lesson for many of us surrounded by increasingly glass-half-empty attitudes. She was able to extract the positive during a time of extreme sadness and took a moment to pay it forward. And maybe if we tell others about such things, as Hatch did, companies may give compassionate customer service a second thought as a strategic business plan.

“I never would have made the funeral without the kindness and efficiency of the Enterprise staff at MKE,” concluded Hatch. “On a cold, sad, dreary day, they lit a light for me.”

And for Jim, maybe this will help show our appreciation.

Underwritten by

Underwritten by AirHelp

AirHelp is the world’s leading flight delays compensation company, helping passengers apply for compensation following a delayed or canceled flight or when boarding has been denied. It is AirHelp’s mission to fight for passenger rights by holding airlines accountable for flights disruptions that are out of passengers’ control. AirHelp has already helped 5 million people, taking the stress out of applying for compensation and making it as hassle-free as possible for travelers around the world.

Underwritten by Allianz Travel Insurance

The Allianz Travel Insurance company has built its reputation on partnering with agents all around the world to provide comprehensive travel insurance for their clients. Contact Allianz Travel Insurance for a comprehensive list of coverage.

Underwritten by Chubb

Chubb is the world’s largest publicly traded property and casualty insurance company, and recognized as the premier provider of insurance for successful individuals and families in the U.S. and selected international markets, offering coverage for high-value automobile, homeowners, recreational marine/aviation, valuables and umbrella liability coverage. As an underwriting company, Chubb assesses, assumes and manages risk with insight and discipline, and combines the precision of craftsmanship with decades of experience to conceive, craft and deliver the best insurance coverage and services to individuals, families and business of all size.

Underwritten by Enterprise

A family-owned, world-class portfolio of brands. A global network that spans across more than 85 countries. Some 97,000 dedicated team members sharing common values. And more than 1.9 million vehicles taking our customers wherever they need to go.

Underwritten by Fareportal

Fareportal’s portfolio of brands, which include  CheapOair and  OneTravel, are dedicated to helping customers enjoy their trip. Whether you want to call, click, or use one of our travel apps, one thing is clear: We make it easy to take it easy.

Underwritten by Insuremyrentalcar.com

An independent provider of low cost CDW/LDW insurance for use with rental cars. Up to $100,000 cover with no deductible. Policies available on a per day, per trip or per year basis. Also works with overseas rentals. Try  Insuremyrentalcar.comnow.

Underwritten by InsureMyTrip

It’s simple. InsureMyTrip finds you the right travel insurance plan, every time. InsureMyTrip is the authority on travel insurance. Rated A+ for travel insurance by the Better Business Bureau. All travelers that purchase a policy through  InsureMyTrip have access to Anytime Advocates® for claims assistance.

Underwritten by Mediacom Communications

The nation’s fifth-largest cable operator, serving the smaller cities and towns in the Midwest and Southern regions of the United States. We are a high-performance broadband, entertainment, and communications company that brings the power of modern technology and quality customer experience to life inside the connected home by combining ultra-fast gigabit speeds with personalized local and over-the-top entertainment choices that fit your lifestyle. Details at  Mediacomcable.com.

Underwritten by SCOTTeVEST

An innovative apparel brand for people who want easy access to everything they need. For those who live for every second, SCOTTeVEST lets you maximize your life. Ditch the carry-on bag and pick up a  SCOTTeVEST.

Underwritten by Virtuoso

The leading global network for luxury and experiential travel. This invitation-only organization comprises over 1,000 travel agency locations with 17,500 advisors in over 45 countries, and holds preferred relationships with 1,700 of the world’s finest travel companies. Virtuoso advisors collaborate with their clients to create personalized itineraries featuring exclusive perks, while also providing advice, access, advocacy, and accountability. For more information, visit  Virtuoso.com.

Underwritten by VisitorsCoverage

As a company that is constantly striving to simplify travel insurance, VisitorsCoverage, is on a mission to help travelers make the better decisions about purchasing travel insurance, quickly. VisitorsCoverage has helped millions of travelers globally to buy the suitable travel insurance and explore the world with confidence. Get insurance for your next trip at  VisitorsCoverage. Lowest Price Guaranteed.

Underwritten by MedjetAssist

Medjet is the premier global air-medical transport, travel security and crisis response membership program for travelers. With a MedjetAssist membership, if you become hospitalized more than 150 miles from home, we will get you from that unfamiliar hospital all the way home to the hospital you trust. All you ever pay is your membership fee. MedjetHorizon members add 24/7 personal security and crisis response benefits. Elliott.org readers enjoy discounted rates. Travel safer with  MedjetAssist.

Underwritten by Southwest Airlines

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.

Underwritten by Sungard Availability Services

Leveraging more than 35 years of experience, Sungard AS designs, builds and runs critical IT services that help businesses manage complex IT, adapt quickly and build resiliency and availability. A leading provider of critical production and recovery services, Sungard AS partners with customers across the globe, delivering resilient IT systems, infrastructure and recovery services tailored to achieving desired business outcomes.

Underwritten by TravelInsurance.com

TravelInsurance.com makes it fast and easy to compare and buy travel insurance online from top rated providers. Our unbiased comparison engine allows travelers to read reviews, compare pricing and benefits and buy the right policy with a price guarantee, every time. Compare and buy travel insurance now at  TravelInsurance.com.

Underwritten by Squaremouth

Squaremouth helps travelers easily and instantly compare travel insurance policies from all major providers. Only companies that meet the strict requirements of Squaremouth’s Zero Complaint Guarantee are available on the website. Compare policies on  Squaremouth.com to save over 70 percent on your next purchase.

Underwritten by Travel Leaders Group

Travel Leaders Group is transforming travel through its progressive approach toward each unique travel experience. Travel Leaders Group assists millions of travelers through its leisure, business and network travel operations under a variety of diversified divisions and brands including All Aboard Travel, Andrew Harper Travel, Colletts Travel, Corporate Travel Services, CruCon Cruise Outlet, Cruise Specialists, Nexion, Protravel International, SinglesCruise.com, Travel Leaders Corporate, Travel Leaders Network and Tzell Travel Group, and its merger with ALTOUR. With more than 7,000 agency locations and 52,000 travel advisors, Travel Leaders Group ranks as one of the industry’s largest retail travel agency companies.

Underwritten by Travelers United

If you’ve been mistreated by the airlines, Travelers United is your voice in Washington. Join the #1 travel advocacy organization working with Congress to improve and protect travelers. Plus, get $400 of annual benefits you can use for travel for only $29/year. Add your voice to ours. Make travel better.  Join today.

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