I am an Avis Preferred customer. I recently landed at a smaller airport where Avis and Budget were sharing a rental counter as well as staff. While they had a sign for Avis Preferred customers, there was only one line feeding both of the used car rivals, so I stood in it. Everything was going slowly so I referenced the time as I took my place in line. I STOOD IN LINE FOR 32 MINUTES TO BE WAITED ON, only to discover that Avis and Budget had rented their last cars to the cust0mers in front of me. My on-line reservation meant nothing. Looking at my reservation, the Avis rep explained that she was there to rent cars, not to save cars for reservations at that time of night. An incredulous comment.
At the next counter, Hertz had no line, and a very large lighted sign, “Cars Available,” so I stepped over. The girl explained that Hertz was also out of cars as she sat right under the “Cars Available” sign. I not-so-gently called her attention to the sign, and she replied, “Oh that sign is always up. We do not know how to take it down or turn it off. Besides it draws people to the counter.” Hertz should be so proud of her.
I am much less loyal now to Avis, and have no intention to give Hertz another chance. As a customer, I should be important to either as I have flown over 5 million miles so far in my career.
I took a cab that night.