Complain Nicely! Alamo Rental Car — Classy Operation

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alamoRented a car with Alamo last week.  Took the shuttle with my kids from LAX to the rental car location.  Pouring rain!  Torrential — especially for LA.

When we got to the rental office, there were Alamo employees directing us to the kiosks to check in independently.  I was already in line with my kids, but I like this kind of thinking.  The location was packed with customers and the Alamo employees were very efficient at moving us along.  Even though I was waiting in line, it took only five minutes to be serviced and I have never been checked in more expeditiously.

The problem started outside: there was only one attendant in the parking lot, checking out the exiting cars.  So I was with my kids, at the back of a line of about 20 cars, (20 more soon behind me), waiting about 15 minutes just to get out of the parking lot.  At the end of my wait, another attendant came on duty and halved the line.  About time!


Here’s the kicker:

The next day I received an email from Alamo about how the rain caused delays and how sorry they were.  I was not affected by the aforementioned delays, but took the opportunity to let them know that they were understaffed when I was there and how inconvenient it was to wait to get out of a parking lot after having traveled so far — and how close they were to an A+ experience since the check-in was so precise.  To my surprise, I received an email back, thanking me for my feedback and giving me $75 off my (already inexpensive) rental fee.  

Really loving Alamo now.

My mom always told me: be nice first, you can always get mean later.  Lesson learned: complain nicely.

PS:  I joined (for free) their frequent driver club which gave me an automatic 10% discount as well as adding my husband as a driver for free.  Who knew!?

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