Alamo/National Car Rental Atlanta Airport Complaint - How Can You Exist In Todays Competitive Customer Service Industry Performing This Poorly?
ATLANTA HARTSFIELD-JACKSON INTERNATIONAL AIRPORT, GEORGIA -- I really am not sure where to begin this rental nightmare. I'll take it from the top, we have been in our business since 1928, and I have just recently taken the leadership helm. Myself and my staff are diligent about professionalism and excellence in all things [but we failed to do our homework in this area... that won't happen again]. This was to be our maiden voyage business trip under our new staff's direction. All plans and reservations were completed weeks in advance, we called, confirmed, checked and then checked again everything was fabulous.
On the day of our departure all involved were briefed and prepared. We moved towards the airport. Arrival to the airport=excellent; long-term parking and transportation to the terminal=excellent; flight & departure=(you guessed it!) excellent; shuttle to the car rental location=excellent...and then at Alamo/National it all falls down.
We warned them over and again that we were a business party of five men traveling to an undisclosed location approximately 3 hours away. We had done our level best [along with another member of my staff] to emphasize the gravity of having the appropriate command vehicle. That vehicle would be in the form of a Tahoe, an Escalade or a Suburban, and I was assured that there would be MORE than enough of these vehicles available for us to choose from. Nevertheless, I still felt a little uneasy, so we made over six calls of confirmation that week (i know...i know..that should have been a clue..what can I tell you... that week I was an optimist, plus we had pre-paid to show our level of commitment]. Allow me to continue it gets better, I walk to the counter, i'm greeted nicely, I hand over the confirmation documentation, the credit card and drivers license gets processed..but I keep asking where is the vehicle that I reserved..yet they keep proceeding.
I must have looked like one of those dogs getting dragged on a leash until finally I halt the process and ask for a straight answer. What is my car selection..after all its three options, surely they woulde have at least one available... correct? wrong! He starts rattling off cars and mid-size suv's that would barely fit 4 girl scouts with no luggage..let alone five men with a decent amount of girth and luggage. Did I mention that for business reasons we all had to take the last flight out which means that now its 1:45am.. not exactly a rush on cars at that time.
He goes to the night manager 1:45am, 2:00am, [I'm still not furious, after all God wouldn't be pleased with that kind of disposition] 2:15am, 2:30am, 2:40am "sir you can't get what you wanted, can we accommodate you with something else?" I'm thinking sure...that prius looks roomy and will save gas I should have asked for that in the...."OF COURSE NOT THATS WHY I MADE A RESERVATION FOR THOSE PARTICULAR VEHICLES!". Anyway, its 3am we have to get going...so..."what are my options?" after reviewing the list we pick the cadillac dts sitting right outside...errr no that car is reserved..."What?!" so was mine, only my reservation is not virtual, its in your hand!"...the manager does a bunch of scenarios to include two cars for the price of one..but I'm trying to minimize our liability with one car full of weary travelers instead of two. Beaten we agree upon the jeep...[did I mention it took over 20 minutes to bring that jeep from the other lot?...nevermind]..we begin to load up, we jump in the car and...it won't start..the keys don't work. The staff goes through approximately 6 people including the individual who drove the car over before they realize "hey..the key doesn't work". We off load the truck and I return to the counter again...only this time my swagger is gone and I concede defeat..."please ma'am just give me anything so we can go". Finally, after an exhaustive search they come rolling over with a toyota..its moving forward so we'll take it. Right when we begin loading the car they call over to tell us that if we want to wait 20 minutes they can get another Jeep and the key should work. Yes we got a discount, yes we did get a car...but for the entire trip we were squeezed on top each other when prior planning should have been enough to facilitate that not happening. The truth be told Alamo/National ruined what otherwise would have been a perfect trip; and marred the confidence in our leadership that we were trying so hard to display competence that we were so anxious to try and forge in our leaders...you can't put a price on that. Alamo/National's lack of professionalism and ignorance of customer service left me speechless. You can make a note that unless "strong" concessions are made on their behalf I nor any member of our organization will ever do business with that organization again. My recommendation to all of you. Read the reviews from this website as a baseline and make an informed decision about who you do business with...find a reputable car rental agency, and use them, because this agency OBVIOUSLY is not.