Car rental at Atlanta Hartsfield-Jackson Airport

Pros: The staff did their best given the terrible situation, however upper management should do a better job of making sure they are never in the position they were in.

Cons: I booked a car in advance for 9am. It was the Monday after a holiday weekend, and somehow the location couldn’t give out any cars on time. They said it was due to covid. I waited 2 and a half hours for a car. I would have understood the situation if covid happened yesterday and you were trying to figure everything out. However, you have had over a year to figure out how to clean cars and get them to the clients. You have one job- renting out cars. And to inconvenience so many people traveling after a holiday weekend is beyond inconsiderate. On top of it all. Your app was still allowing people to reserve cars. In the two hours I was there, over 50 ppl were waiting in the lobby for cars, showing up believing they could get a car for their reserved time and then being told they had to wait one, then two, then up to three hours for a car. A gentleman next to me said that this has happened to him at numerous different hertz recently. I believe that offering the best customer service as you claim is providing transparency with customers and you failed to do so, and relied on the efficiency of your client facing staff to manage a situation that could have been avoided all together by corporate and upper level management caring about the customer and your staff. When you can’t provide cars, let people know. Tell them there are delays before they reserve. I can only imagine that you knew how many cars were reserved and needed to be cleaned in advanced, and I think you must have a way to guesstimate how many new reservations you get each day. Had I been in the middle of nowhere I would have understood the situation a little better. But we were at a major international airport. And hearing that you have cars that aren’t cleaned yet and I have to wait 2.5 (and others longer) to get the car I reserved in advance because you haven’t managed the situation properly is astounding. Please do better for all of the people who rely on you to see the people they love, get to their jobs on time, and to make traveling a little bit nicer for those who spend most of their time away from home. Situations like what happened yesterday shouldn’t be a problem from a company if your size and ability. I hope you pay your front line workers above average because they clearly deserve it. And I hope you learn to become more transparent on your app and with your customers when you can’t fulfill the demand you claim you can.

Pros: The staff was very friendly and tried to accommodate everyone

Cons: There were no cars available and many customers had to wait over an hour to get cars that customers had confirmed reservations

Pros: I liked how easy it was to find the Hertz counter at the Atlanta airport.

Cons: Have cars ready at the reserved time. Do not have customers wait 45 minutes while you “Covid” clean the automobile. When “Covid” cleaning, try actually cleaning the inside of the car as well!!! Offer smoke free cars. That migraine did not feel good. List all optional drop off locations available at reservation time.

Cons: No one was at the office when I dropped the car off. Fortunately, I figured out that there was a drop box in the back of the building.

Pros: The puck up only

Cons: Vehicle maintenance was terrible

Pros: The staff was courteous, processing time was quick. The car was relatively clean exit the smell of the car odorizer was unpleasant to me. Not sure if it was cherry or some flavored scent, but it was too strong and overwhelming

Cons: The main concern I have is that it has been 2 days and the deposit I had to make on the car has not been refunded yet. It wouldn’t be such a big deal if it weren’t so large. But It was over 10 times the amount I paid for the car rental itself! If I don’t get my money by the end of this day I’m calling hertz to see what hold up is. I don’t think I’ve ever had to do that and I’ve been renting cars for almost 30 years. Also the odorants used in the car was simply too much. The car wreaked of it. I had to keep the windows down. Fortunately it wasn’t freezing cold outside though a bit chilly. This made the experience less pleasurable than it could ha have been. Lastly there was an used soda bottle under the front seat from a previous passenger too. So that could have been caught and removed during the cleanup.