Worst Car Rental Company
We had just arrived in Honolulu after a long but uneventful flight. Leg 1: Boston to San Francisco 6 hours with only a quick stopover for a meal. San Francisco to Honolulu: another 6 hours. Our luggage arrived safely with us so there was only the rental car to pick up then a half hour drive to the house we were staying at in Hawaii Kai. Smooth sailing, right?
So, imagine our dismay to find the Hertz rental car office jam packed. The wait to the counter was 30 minutes. The shaded outdoor seating area was completely full. We had to scrounge for shade by sitting on our luggage. Did I mention that it was HOT mid-day there? There was complimentary water but no cups. And, on cue, every half hour or so, the Hertz van rolled up and more people poured out, equally dismayed.
We asked the people waiting around, “How long?” Many had been waiting for close to two hours. What was the hold up? There were clearly Hertz cars everywhere. We were sitting in a parking lot of parked Hertz cars. The counter people said the wait would be no more than a hour after finishing the paperwork. WRONG! We, and our new friends in the parking lot, waited the 30 minutes in line and then another 70 minutes. The only silver lining was meeting fellow travelers. I met a couple from my home town of Seal Beach!
And the other rental car companies? NO LINE!
Oh yes, the Seinfeld clip was bandied about by our new friends in the waiting area.
You know how to TAKE the reservation but you don’t know how to HOLD the reservations. And that’s really the most important part of the reservation.
But at Hertz, the issue is staffing. You know how to staff when a flight or two lands, but you don’t know how to staff when the crush of flights land. And it’s really quite predictable in Hawaii when all the planes land because you are in the middle of the ocean! So you need to variable staff for the crunch time. Not the lull time. Because here’s the thing; the staff was beleaguered but trying their best. There simply were not enough hands on deck.
And when we landed in Kauai, we needed to rent another Hertz van. Guess what? LONG LINE THERE TOO! Not the 1 hour and 40 minutes of Honolulu but 45 minutes. It is, after all, a smaller outer island.
The upshot? No more travel agents for us who use Hertz. And no more Hertz. It just hurts too much.
Want to play a game? Here are Hertz tagline but you might agree they don’t fit anymore. Let’s help them come up with a more … appropriate one.
Hertz puts you in the driver’s seat.
We’re Hertz. They’re Not.
We’re Going Your Way
My Suggestions for Hertz
Get in Line!
The Highway My Way!
It Hurts to Use Hertz!
Hertz is the Worst!
You’ll Get There Eventually!
What’s the Rush? You’re On Vacation!
We Waiting Waiting!*
Please vote for a new tagline for Hertz. Your suggestions welcome!
This is not a sponsored post by Hertz. My opinions and experience with Hertz are my own and, unfortunately, shared by my family, including my husband whose back was spasming from the long flight. I received no compensation from this post but hope to hear from Hertz. Let’s see how they do with customer recovery.
* Hawaiian pidgen for “let’s go” is “we going going.”
p.s. Conclusion …
We … Are Never, Never Ever Using Hertz Again. Like Ever.
You go talk through Twitter. Talk through DM. Talk to Me.
We … are never, never ever using Hertz again. Like ever.
So, my travel agent wrote them and they said they’d give us a $50 credit towards our next rental. This is exhausting. We were exhausted. Who cares about a CREDIT because …
We … are never, never ever, using Hertz again. Like ever!