I recently rented a car from Enterprise at San Jose airport. I showed up and had to wait in line even though I had reserved ahead of time. Okay, fine, first time renting from them.
I hand the counter agent my credit card and license. Then he types all my information in. Um… that’s what the web was for, right? Why did we go through all of this? The agent was friendly but this was a corporate rental, get me on the road.
Then upstairs to get the car. The car agent guy was friendly and professional. But why was he there?!? Keys in car, get me on the road! But we did an inspection, we talked *again* about gassing it up. Got it, that’s twice I said I’d leave it without gas.
As I finally pulled out of the lot the friendly manager-type worriedly asked me about customer service. Hey, staff was fine. But the system is wrong. At Avis I get into a car and drive away. That’s all. And how it should be.
Not a huge issue, no major hiccups, but who designs a system to require more people and be less efficient.