Here the correspondence from my unfortunate Alamo experience:
Msg: I am very disappointed in the service at Alamo in Las
Vegas, NV airport. My confirmation # was 425803700. I was able to take an
earlier flight and as I am a single female traveller, I was eager to get
into Las Vegas during daylight. After waiting over 45 minutes for the buses
to take me to the site, I waited another 20 minutes on the express line. My
# is ...
I was told my RATE was changed due to the fact that I arrived 6 hours
earlier than my reservation and that my total charge would be $280 instead
of $166, and if I didn't like that I could return after 10 pm as my original
reservation stated.
The attendant was curt and had no room for compromise or any alternative.
After explaining my plight, he was unsympathetic and again stated that I
could return after 10pm. I had a lot of luggage and was on my own, but I
would not be "swindled and intimidated" into an unreasonable increase of
another $100+.
I returned to the airport and took a $12 round trip shuttle to my
destination.
I am a frequent customer of rental cars and have used Alamo and National
many times. (My Emerald Aisle # is: ...)
I have 2 more reservations with Alamo which I am cancelling:
#425238469 and #425238567.
I will find my rental service elsewhere from now on.
Sincerely,
In a message dated 3/1/2006 10:20:59 A.M. Eastern Standard Time,
CRelations@goalamo.com writes:
RE:Res# 425803700
RF# 4748054
Dear Ms. Morrison:
Thank you for your e-mail. I am in receipt of your recent correspondence.
I appreciate the opportunity to investigate and respond to your concerns.
I apologize for the frustration over the experience described in your
correspondence. Alamo Rent A Car prides itself on the high level of service
we provide to our customers. We understand that as a service oriented
company, not only do we need to provide a quality product, we also need to
be one step ahead of our competition when it comes to customer satisfaction.
I apologize that your estimated total change when your tried picking up your
vehicle six hours earlier on February 13, 2006. Unfortunately, making any
changes to your reservation will change your estimated total.
As we want to restore your faith in our services, I would like to mail you a
one free day coupon. It is our hope that you won't judge us too harshly
because of an isolated incident. If you could please respond back with your
mailing address I will be more than happy to send you a one free day coupon.
I apologize for any inconvenience.
In closing, we believe the best ways we have to measure our successes, as
well as our failures, is through comments we receive from our customers.
Let me assure you that your feedback will be used to help us in achieving
our goal to be the car rental company of choice.
If you have any further questions, please do not hesitate to contact us.
Sincerely,
Marixsa W.
Alamo Rent A Car
Customer Service
Thank you for your response. However, I want to make it clear, that it
wasn't the just the total amount that changed in my situation, I could understand
that, and deal with it as I did pick up the car early.
It was the rate change (rate per week/day) that I found unfair, as I booked
this reservation months in advance. It was also the supercilious attitude of
the attendant behind the desk leaving me with no alternative and a bad taste
in my mouth.
Well, I did have an alternative, and one that turned out to be not
unpalatable.
As for your "free day rental" coupon-I have enough of them from yours and
other rental agencies. It just doesn't make up for the inconvenience and
dissatisfaction I have now dealing with Alamo.
I am very disappointed with this whole ordeal.
Sincerely,
Mary Morrison
Thank you for your feedback. I have properly document your concerns. Please
be assured your comments and suggestions have been forwarded to the
appropriate Headquarters personnel. They will make every effort to evaluate
your concerns and those of other customers voicing opinions about this
issue.
We hope that your future contacts with Alamo Rent A Car are entirely
satisfactory.
Blah, blah, blah.
Of course I never heard from them again. I declined the free one day coupon
as they are easily attainable and can be printed off the internet from ACG.
Plus they have stipulations such as mid sized or higher and a week or more
rental. What a joke! I have since taken the shuttle twice more and saved
hundreds. I will continue to rent a car as necessary, but I am avoiding Alamo. My
next 2 rentals are from Dollar.
[Non-text portions of this message have been removed]
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Sent: 2/27/2006 9:39:37 AM