Unmanned kiosk and poor service
UPDATE 17 Dec:
Hertz reached out a few days later and apologized by phone and email for the experience and initial customer support. I have got compensation, so now I am on my way to stay with Hertz.
/Chris
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I expect high quality when I choose a company like Hertz Arlanda. Still, my recent experience, including an email conversation with a representative whose name started with “Ka,” left much to be desired. Here’s a summary of the issues and the response I received.
Unmanned kiosk and poor service
When I was left standing in the cold for over 30 minutes due to a malfunctioning kiosk and no staff on-site, it wasn’t just frustrating—it was unacceptable. The representative acknowledged that they are aware of the kiosk issues and that the problem has been forwarded to “the expert with the right competence to resolve it.” However, this does not address the immediate issue for those left out in the cold. It placed the entire burden on the customer.
To make matters worse, the response included the comment that the company “cannot take responsibility for customers’ clothing choices.” This is a childish and irrelevant remark. As a customer, I shouldn’t have to plan for the possibility that your systems might fail—you chose to use an unmanned solution, and the responsibility lies with you to ensure it works. Other companies, like AVIS, had staff available in the middle of the night, which proves that solutions exist. I strongly recommend choosing a company with on-site staff if you arrive late.
Vehicle condition and compensation
As for the car I received, it did not meet the expected standard. Instead of addressing my specific complaints—such as dirty windows, washer fluid that froze because it was just water, and worn-out wipers—the representative suggested I “could have booked a more expensive car class.” This is irrelevant. I criticized the car’s condition and safety, not the model. Regardless of price, every vehicle should be clean and safe to drive. Suggesting I should have paid more for a better car is simply an attempt to shift responsibility.
Did I receive compensation? No, I did not. When returning the car, the staff directed me to contact the office, as they could only accept the vehicle and could not address the issue on-site. This left me wondering: How can Hertz miss the opportunity to gather honest feedback from a customer in a face-to-face interaction? Sending me elsewhere instead of resolving the problem on the spot is a missed chance to strengthen the customer relationship.
It’s also worth mentioning that I am a Gold member—a customer category from which Hertz earns significant revenue. How can you treat loyal customers like this when the consequence is that I will choose another company next time? The only explanation I can think of is poor “corporate management.”
Additional costs and consequences
Due to the poor quality of the car, I incurred several additional expenses:
• I had to purchase window cleaner and paper to clean the windows.
• I had to buy washer fluid because the existing one was just water and froze in the winter weather.
• I lost Amex points and incurred currency conversion fees.
These costs should not fall on me as a customer.
Summary
The Hertz representative concluded their email by stating that the company “does not create problems for customers on purpose.” That may be true, but it doesn’t matter whether the issues are intentional—the responsibility for the consequences still lies with you. Addressing a dissatisfied customer with understanding and action is the right thing to do and an opportunity to build loyalty.
My advice to other customers: If you arrive after hours, choose a company with on-site staff. Moving forward, I will select AVIS, as they were open and staffed in the middle of the night. My experience with Hertz was disappointing on multiple levels, and as a Gold member, I expect significantly better treatment.
/Chris
December 12, 2024
Unprompted review
