I scheduled a rental car pick up from Sky Harbor International on a Thursday at 1:00. As if taking a shuttle from the airport to the rental location wasn't bad enough (tacking on additional travel time to our trip), we then had to wait OVER AN HOUR on a long line to get our car at Avis. We were told that Preferred Customers could go to the front of the line. There were only 2 cashiers working and I saw a manager standing around, so I asked him to assist me in signing up for Preferred status. He told me I would have had to do that in advance and there was nothing he could do to speed up the line since it was the "height of the season." Talk about customer service. If it is the height of the season, don't you think you should be prepared by having more employees working at the front? I am not inclined to recommend this rental company to others and I do not plan to use your services in the future. It is ridiculous to think travelers should wait in a line for over an hour when they reserved a rental car in advance to avoid the hassle. The employees were also not quick to move or help customers. When I finally got to the front, my transaction did not take long at all (my cashier was quick), but I saw other customers waiting for long periods of time.