What To Do When You Have A Complaint Regarding Your Rental Car
It's frustrating when something goes wrong and you've done all you can before hand to ensure things go smoothly, but that's part of life. Calmly explain the situation and your needs.
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What To Do When You Have A Complaint Regarding Your Rental Car
Terry Mickelson works with Aspect Car Rental, a partner for car rental companies world wide, including Car Rental Spain, Car Rental UK, Car Rental Italy, Car Rental France, and Car Hire Malaga. For more information please visit http://www.aspectcarrental.com/, or email sales@aspectcarrental.com.
It’s frustrating when something goes wrong and you’ve done all you can before hand to ensure things go smoothly, but that’s part of life. There is always a little chaos thrown in the mix to make sure we don’t get bored! If you find yourself with a complaint about your rental car ask yourself if this is a problem the rental desk can sort out? This would include things like your car being dirty, dented, or otherwise not road worthy?
These are definitely concerns the rental desk staff can help you with when voicing your complaint. But don’t lose your temper, no matter what the provocation. The desk staff will likely be as helpful as you are nice. The more heated you become, the less helpful they will become. If you approach them in a polite but firm way, the chances are they will do what they can to help. On the other hand, if you shout and get abusive, they will probably not feel helpful at all. Instead, they will feel threatened and defensive, which is not good for you!
If you can remain clam, no matter how they react, you stand a better chance of getting things sorted quickly, why? Because you offer no threat to them, you are not placing blame on them or in other way putting them on the defensive.
First thing’s first, is it the booking agent’s fault? At this point you cannot actually know this so do not waste your or their time trying to place blame. Instead, calmly explain the situation and your needs.
If it turns out to be your booking agent’s fault for example, they booked the wrong car and gave you the wrong voucher, then you should still complain to the desk first and ask them to contact the booking agent. This way you have registered that something is wrong without waiting until you returned home to file a complaint. The sad fact is that there are many people who will ‘try it on’. That is, they will use the rental car for their scheduled trip and then file their complaint to get their money back for no true reason. So, they wait until they get home and then write to the booking agent complaining that the car was too small, or it was dirty or whatever. The broker then has to spend time investigating the complaint to see of it’s valid. If you made no complaint to the desk staff it takes much longer to get a legitimate complaint dealt with.
Finally, it is usually not the booking agents who are at fault, they place and order with their supplier and something goes wrong. It happens. People are only human after all, but you can affect how it’s resolved if you remain calm and firm and if you’ve done everything you can to ensure that things go smoothly.
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