National Car Rental Complaint - service standards
ORLANDO, FLORIDA -- I just returned home from a trip to Orlando, Florida/Disneyworld and thought you should know about my experience with your staff there. My flight from Detroit, MI, took about 3 hours. It honestly took me about the same length of time to obtain a reserved vehicle from this branch. After leaving my plane and proceeding to the automobile rental section of the airport, I ended up in line behind approximately 4 families. Four computers at the desk were manned. Only two of the 4 C.S.R.'s were helping guests. There was little sense of urgency--next guests were not called down when C.S.R. was ready--they seemed to find other things to do. I was in line with my sister and my two small children. After getting to the computer, I got my vehicle rather quickly. I reported to the holding area and no vehicle of my type was available. No C.S.R. was available. My porter was the one who finally found someone to help. I did receive an upgrade. Thank you. As I pulled to the check-out booth, the C.S.R. TOLD me I couldn't leave due to not having a child-seat. I had to go back to the airport and wait in line AGAIN. I was charged for a car seat rental at a cost that I could buy a new seat for in the store. Why could a C.S.R. remember to suggestive sell upgrades and optional insurance, but not a value-added safety item that I needed? I don't get it. I was not informed of any return time and was also charged an extra day for that.
To help keep me as a potential future customer, I would like the following:
I would ask that an apology letter from the supervisor and staff of that office be sent to me. Financial adjustments I leave to your discretion. Also, is what I described typical for the attitude screening/training of your staff? I anxiously await your reply.
At the very least I would like a response from your company regarding this incident.