The four-stars are for the drivers of the shuttle only at Charlotte's airport location. They were all fairly friendly and professional. The counter staff was horrible. Hardly looked up, didn't smile, took someone who cut in line (I think they were so out of it, they didn't even realize she had cut). But, upon our return (at 4:45 a.m.), I had forgot a bag in the back seat of the rental. The driver took my husband back to the car rental, picked up the bag (while waiting for him), then took him directly back so that he could make the flight. The counter staff needs to at least smile. It's not that difficult really.