Class of hire car not available on pick up when paid on line

Laurieg

Where do I stand if a class of car that I have paid upfront on-line for is not available. I was assuming that I would be offered an upgrade or cancellation at no extra cost but I have had a chat with a customer service agent and he has told me, unofficially, that should this happen the staff have been instructed to offer the upgrade at a nominal figure extra first. If the customer rejects that offer then it will be offered free!!
I would have though this opens up a whole can of worms for the company staff at the site!

richardw

Yep that's what they do.

ferf1223

Agree that's what they do.

Probably some people are happy with the upgrade for a small additional amount - see it as a 'win' and take it without pushing back. In my case the upgrade is always to an SUV which I don't want so no way am I paying extra for it.

visidigi

I think the difference is you are talking about when they dont have the car you booked, then it should be free.

But its standard practise to push an upgrade on arrival at the collection desk...

I just got offered free upgrades by Dollar @ LAX when there were no cars in my class when I arrived.

By the time I left I hired a intermediate and spent the week driving a premium, three free upgrades or something or other.

kirkwisebeard

I always book the cheapest car on offer... always refuse an upgrade when offered... and only once have I ended up with the car I booked... every other time I've got either the next car up or the one above that...

pollypenny

We arrived in Philadelphia in a snow storm to be told that our grade of car was unavailable and we had to pay for an upgrade or take a small car( no refund ).

I rang Alamo on our return and the cost was refunded.

These flipping hire places area pain!

duchy

It is standard practice.
The staff are encouraged to upsell to maximize sales so when you get to the desk it'll be "Hello Mrs Laurieg- I see you have booked a small car with us- you can upgrade to a much nicer one for only XX" You say "No thanks the small car will suit us fine" and at that point they will either give you your small car , tell you they are giving you a free upgrade or say nothing but give you the bigger car anyway...depending on if they have any of the grade you booked available or not.