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| - I booked an economy sized car on Kayak...Saturday noon - Tuesday noon was $130, not bad.
Arrived at PHX, took rental car shuttle to "rental car" terminal. **Note that EZ is paired/interchangeable with Advantage! Sometimes signs list both, sometimes not.** Easy pick up, friendly service despite dealing with a difficult lady in front of me, they told me to take rental paper/agreement
down to desk at "garage level" to get keys and car. There are about 4 rental desks at this garage level. EZ/Advantage ALWAYS has a line. The others? No.
There are 2 people at the EZ desk and they are SLOOOOOW. Nevertheless, there was only 2 folks in front of me, both picking up a vehicle and dropping off a vehicle. I figured I'd just get my keys and go, but, the lady typed this and filled out this form and that one. It took about 10 minutes until I got the keys and was directed to where the car is. Not sure why the folks upstairs in the terminal couldn't do all that computer/paperwork FOR THE
GARAGE LEVEL desk so they can solely focus on handing out keys and getting back keys. I digress...
Our Kia Forte was in great shape. Drove well. No complaints.
I really got irritated on the car return. It was fine lining up the car: the EZ attendant scanned the car barcode, checked gas tank/mileage, and did quick car inspection. Then he told me to go to the garage level desk. Oh no. It was 11am and I was hoping I'd beaten the noon return rush. Nope, there were about 5 people in line, including two already being helped by the two desk attendants (the same sloooow ones). Within 5 minutes, there were an additional 5 people behind me. Another 5 minutes, 5 more. The line is 15 strong now. And they're still helping the SAME two customers. After 20 minutes in line, an EZ parking attendant in a fluorescent vest asks who's picking up cars...the majority of the line. He starts handing out keys and mayhem ensues. Why can't they do that to begin with? Like, upstairs? Why stop at two desks/lines?
The gentlemen in front of me and I start getting very irritated cause we were next in line, yet the one of the desk attendants starts helping a guy who just walked up to pick up a vehicle. At this point, I've been waiting to return my car for almost 45 minutes...my flight boards in less than an hour.
I finally get the keys returned and my $200 deposit back on my credit card and jump on the rental car shuttle to my terminal.
Ridiculous! All pick up should be done upstairs and all drop off should be done at the garage level. It's inefficient to expect your customers to wait in two different lines to pick up and return vehicles. Or, have the return car attendant handle it all - take keys and return deposit, if no damage, with the scan of the car barcode! I saw no other rental company - Fox, Sixt, etc. - with lines, ever. Copy their process!
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