I rent cars at airports a lot. One of the things I hate is having to arrive back to the airport early, check the car in and take the shuttle van back to the airport terminal. It always seems to take longer than I thought since there is waiting for the van and then stopping at each of the terminals until my stop comes up.
It seems that the innovative people at Hertz have a great customer service solution to this. Years ago, they made picking up the car very easy by having cars ready for frequent renters and then computerized hand held check ins upon your return.
Now, they have added something new. Yesterday, while returning a car at Boston’s Logan airport, I pulled into the car return to check the vehicle in. We proceeded to take our luggage out of the car to catch the van. The Hertz rep that checked us in then asked me a question that I never thought I would hear:
“Would you like me to take you in your rental car directly to your terminal so you do not need to unload the car and catch the van?”
Wow, I could not whip out a tip fast enough when he dropped us off at the American Gate. I was delighted!
Thank you Hertz for this great customer service innovation. Enterprise may pick you up, but Hertz takes you back!