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| - Coming from Europe almost twice a year, we're no rookies anymore in the world of car rentals. But they keep amazing me every time. Not because of the cars, but because of the brutality with which the're trying to talk you in to all kinds of unneccessary extra's. Telling you horrifying stories about what will happen if you - stupid European! - do not take the offered extras. Sometimes adding up to an amount that's higher than the rental fee. The hell no, I don't want your coverage for health insurance. Please.....I like your country buth don't try to sell me your health insurance. It wil never match the one I have back home. That, together with my travel insurance covers more than you can imagine, probably for less. And that's just an example of one in the many things rental companies try to sell us.
And the other one they always try is telling us our luggage will never fit in the compact. ' We really need a (paid) upgrade.' Sorry, I'm from a country where we all drive small cars. My luggage fitted in from home to the airport in a similar underseized vehicle, so....thanks, but we'll think we manage. And if it doesn't fit, why do you advertise that it does? Something to think about.
And the worst of all. They always start very, very friendly. The moment you waive away any extras or upgrades, that stops. Since when is it so hard to give service with an smile and just give the customer what was agreed upon?
Yesterday on Las Vegas beated all former experiences. Jeremy of John? An older guy with a talking disability (don't know how to call it in English, but it was almost as if somebody broke his yaws) started it out very, very friendly. But coming to the end I asked him what was the big amount that I had to pay. Oh, your road side assistance. But dear Jeremy/John.....you didn't asked me if I wanted it. ' But you should, blablabla.....'. I ended up not buying and paying for the road side assistence. But, we flew in from Seattle, fresh, no jetlag. How many tourist will step into these scams? Arriving tired with a big jetlag?
After this 'nice' experience we left the counter to the garage to join a nice line with at least 20 parties before us. But, I have to be honoust, the young people downstairs did the best they could, with a smile. That's nice to notice........
To be fair, a lot of rental companies face these problems. We seldom have better experiences. Although we were very good helped bij National in Denver (airport). But they own the key to change. Just change the way you pay your personnel. Not on what the sell on extras, but on the customer satisfaction after service. It's that easy.
(Note: excuse all spelling and grammar mistakes. I'm no native speaker and my Apple device keeps trying to change all words to proper Dutch words).
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