Christopher Elliott, Travel Troubleshooter
Dear Travel Troubleshooters: I recently rented a car from Dollar at the Atlanta Airport. When we arrived at the airport, our car had been waiting for 4 hours. There were no computer or weather issues. If I had waited, I would have missed the wedding rehearsal. I tried calling the 800 number to resolve the issue, but was unable to do so. So I quit and rented from another company. But since I had prepaid for the rental, Dollar charged me $82 for the car anyway.
I reached out to Dollar on Twitter and a representative offered me a $50 coupon and credit for a rental that expires in just a few months. I would like my $82 back. I paid for a rental car at a certain time and Dollar was unable to deliver it. I don't have to pay for the car. Can you help me?
— Beth Bones, Portland, Oregon
answer: Dollar should not have charged for the car that could not be delivered. And when you brought up the issue, the company should have immediately refunded the $82 instead of offering an expired credit.
What happened to the rental items? There were no rental cars available when we arrived at the airport, but there are widespread reports of a shortage of rental cars, especially on busy weekends and holidays. The reason behind this is that car rental companies routinely accept more reservations than the number of vehicles they have, anticipating that some customers will be no-shows. Then, when everyone shows up, problems arise.
This is especially problematic if you pay the rental fee in advance. This means he will pay $1 for the car when he makes the reservation, and in exchange for a lower price, the reservation will be non-refundable. (Discounts are typically 15% to 20%.) Since Dollar has already taken your money, it's reasonable to expect them to secure your car. However, this time we had to wait for 4 hours and the cars ran out in no time.
How do you avoid this situation? First, consider making a non-prepaid reservation. You may find the same savings if you shop around for a better rate. You can also find discounts through AAA or your favorite club warehouse. To ensure availability, consider renting during off-peak hours. (For example, Friday afternoons tend to be crowded, while Wednesday mornings are quiet.)
However, you probably could have avoided a lot of trouble by telling the representative that you couldn't wait 4 hours and asking for their name. Dollar marked you as a no-show and kept the money, which is allowed. Had I talked to an employee at the Atlanta store, they might have approved my refund. (If you booked through an online travel agent or trip advisor, you can also contact them to process your refund.) Dollar says he has $82 of my hard-earned money. If I had known, I would not have left the rental location.
Apparently, he complained about this to executives at Dollar's parent company, Hertz. (I have his Hertz executive contact listed on the consumer advocacy site Elliott.org.) But the company did not issue a refund. In some cases, meticulous paper records and polite requests may not be enough. My method for resolving customer service disputes is very effective, but it doesn't work every time.
You contacted my consumer advocacy group and I contacted Hertz on your behalf. The company apologized to you, refunded you the full $82 and allowed you to keep a $50 credit as a “goodwill gesture.”
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve problems. Email chris@elliott.org or contact elliottadvocacy.org/help/ for assistance.
(c) 2024 Christopher Elliott
Distributed by King Features Syndicate.
