I arrived at MSP late, due to a delayed flight. When I got to the Thrifty counter, it was closed, with a sign directing me to the Hertz Gold booth on another floor. After slogging to the Hertz Gold booth, I found a long line being serviced by one employee, who repeatedly left to...well, I'm actually not sure what he was doing. But to be generous, he may have been going to deal with issues in the parking lot. (Just before I reached the counter, a second employee did finally arrive in the booth.) From the time I arrived at the booth to the moment I pulled out of the parking garage watt over one hour. The booth was just grossly understaffed to provide efficient service. I blame horrible management. Of course it was a Hertz booth, not a Thrifty booth. But if Thrifty is going to rely on Hertz to provide services to Thrifty's customers, Thrifty will have to accept responsibility for Hertz's awful service.
Most of the process was really good - easy pick up, pleasant staff, clean car, etc. BUT... the child car seats are totally mediocre and overpriced. Also, the text messages for 'check in', a few days/week ahead lead a person to think it's required (it's not). And thru that check in prompt, the company wants to get all your personal info AND your picture sent to them. Thrifty has forgotten about personal image and data privacy concerns and headed toward the 'big brother' way. Very disappointed by this aspect. Also very disappointed by the call center time. It's typical oversees information - totally unhelpful and language impaired. They basically repeat what can be found thru the web site and not able to offer more information. Blaagch!
We booked an intermediate SUV only to be dropped to a compact SUV at the counter and then told that we had no other options. :( It was very small for my family of 4 to utilize but we made it work. It was a very nice car, just very small.
The agent charged us for insurance we declined previously and I cannot get any customer service agent to call me back for assistance.
Quick at pick up counter
I was promised a larger SUV and instead when I arrived since I wasn’t returning the vehicle to MSP (essentially ‘driving away’) I was informed that it was a very slim selection of vehicles that were eligible for rent. Hence I was given a Chevy Trax 😐
