MAUI, HAWAII -- I would like to nominate Kahului Airport, Maui, Dollar Car Rental Office as the WORST rental Office in the World.
I arrived in Maui after a 33 minute flight from Honolulu and a 23 hour journey from Brisbane, Queensland.
We caught the bus with our luggage to Dollar Rental to pick up the rental car, a Dodge Caliber organised through DriveAway Holidays ( Ref No: AU1470259-1).
I was confronted by a line 2 rows deep of people waiting to get their rental cars, snaking back to the front door. It was about 2.00pm on Friday 6th August 2010.
It then took an hour and a half to get the rental agreement and vehicle allocated. During this time the Express Desk failed to assist in reducing the waiting line, a single customer took 45 minutes to be allocated a rental car by one in-component Operator. The queue was attempted to be jumped by an Asian couple with a “ medical certificate” who were handled by the Manager. The Manager and two floating staff were not able to open one of the four vacant terminals to reduce the waiting queue, which increased during the 90 minutes to 3 rows deep..
I expressed my total frustration with the inefficiency and the crowd applauded. This was not a necessary wait. A competent manager would use the Express lanes, open the closed terminals and make sure one customer does not take 45 minutes to process.
When it finally became my turn to be “served” I was with jabber- jaw who had taken 45 minutes to sign one customer. I couldn’t take it and asked for the Manager to see me. It then took 5 minutes to be allocated a rental car ( Rental Agreement# 1T182999-5). When we proceeded to the car park it was not a Dodge Caliber but a Chevrolet Cobalt W045776. This is a smaller car and would not fit luggage for 4 adults. My sister who lives in Golden, Colorado but who has two holiday apartments at Wailea, confronted the Manager, because I had “lost it” by now and a Dodge W024183 was reallocated to us for the 9 days.
In Australia, I am able to walk straight to our allocated Avis vehicle and drive out within 60 seconds. Elsewhere in the world, I have never encountered such complete and total inefficiency or incompetence in a Rental company.
I intend to pass on my total displeasure to DriveAway Holidays, my Travel agent and any forums on the Internet regarding Dollar Car Rentals that I can possibly locate.
I will never use Dollar again and I will actively try and discourage others.
I wish had read and found this site before agreeing to use Dollar as it is obvious that they have appalling customer service EVERYHWERE!