National - NEVER AGAIN

[connorlevismom]

Ok this may be long but I am just so mad that I could spit. I booked an air and car through a travel agent who booked me on MLT Vacations. Well, apparently if you book that way you lose all benefits of a rental car program you might belong to. Had I known that I would not have booked this way. Anyway, I was booked on Alamo and found out that I could not check-in online due to my booking. So I asked the travel agent about National and if I could use my Emerald Club with them. She told me that yes, it would not be a problem but it would be $88 more. The thought of not having to stand in line was well worth the $88. Well, I called National on Monday of last week to confirm everything and the told me they had my reservation but there was no EC number attached to it. So I asked them if they could add it. They told me no, that I needed to call MLT and have them re-book it using my Emerald Club number. So I call them and they say they added the number. I call National the next day. Still no number on my reservation. I asked if hey could add it and again was told no. So I call MLT once again and they say they can see the number in their system but put me on hold to talk to their rep at National. They come back on the line and tell me all I need to do is call Nat. and they will add the number to my reservation. WHAT? I just called twice and 2 people told me no! So I call once again and what do you know, they COULD add my EC number to my reservation. Apparently the first two people were just to lazy? So I ask the woman if I can then just go out to the lot and get my car. She tells me yes. I called the night before we left to confirm everything and was told that no, I could not just go to the car, I had to stand in line and talk to an agent. Ummm ok, so now I am mad. I just paid $88 more to stand in line just like I would with Alamo. I am not to happy with this at all! But I am not going to let this ruin my vacation.

We get to MCO yesterday and I went to stand in line at Nat. while the others got the luggage. I get up to the counter and the woman asks me if I want a additional driver. I told her yes and then she tells me it will be $10 extra per day. I mentioned that I thought it was free for EC members and she must have agreed because she did not argue. She then gives me my licence back and tells me to go out to the garage and get in a car. Take it to the exit booth and show them my ID. Ok, I thought that I could not just do that but, OK. So we all get out to the car, load the luggage in and we are on our way. I get to the exit gate and the woman there tells me that I need to put the car back and go to the customer service booth and get my voucher validated. At this point I completely lost it and pretty much told her no, I was not going to. She needed to figure out what was going on because I was not going to stand in line again when that person told me I should just come get my car! She tells me to put the car back. So I back the car up, park it, and head to the customer service booth in the garage. I talk to the girl at the counter (as calmy as I can) and explain the situation. Know what she tells me? Just go get a car and go to the exit booth! I told her NO I WAS JUST THERE AND THEY TOLD ME TO COME IN HERE! So she gets the manager who quickly just gets me checked-in and FINALLY I get some paper work so that I can get out of this hell hole. I asked him why it is that so many people have so many different anwers and he just says, I don't know. Nice answer from a manager. So I tell him that maybe they should do a bit more training on their employees since they have no clue how to do their jobs, and I walked away. I am never rude like that but I am sorry, it took me over an hour to get out of there and I think that is really rediculous.

I just cannot believe what a hassel this was and it makes me even more mad that I paid more to go through it. I am really mad a my travel agent for mot knowing this information before she just went ahead and booked it. I never use and agent but becuase of the "deal" she could get me I went with it. NEVER AGAIN.

From now on I am using Budget. I don't care how much it costs, I have never in my life had a problem with them. And I will never let someone else have control over my vacation.

Kristine

 

[seashoreCM]

When you found out before you left that you would still have to stand in line you should have undone the extra $88. charge before you left.

From what you said, National did fix the problem out in the garage without your having to go back across the street to the terminal building. Make a list of differing answers to the same questions that you experienced. If there were enough of these inconsistencies you can still write a letter to National stating most of what you stated above. Because the purpose of the letter is to make heads upstairs roll regarding the incident and regarding customer service it is necessary to include a request for some compensation such as $50.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

 

[bg4]

Your post should read

MLT VACATIONS- NEVER RENT CAR AGAIN

your gripe was not with National but with MLT vacations. They got it wrong.

If you had booked directly with National it should have gone smoothly - remember no promises. I had problem with National EA not accepting coupon at gate but e-mailed CS and credit was issued with an apology. In your case it was difficult for National to make it right cause it wasnt their reservation but MLT's. Just a thought.

I still wonder why people use third party agents when they could book directly.

I personally book airline and car reservations only directly.

EDIT PS

you state

I will never let someone else have control over my vacation.

I find this statement strange since you let MLT vacations - someone else - have control over your rental car reservation.

 

[AllyBri]

I have never understood why people don't book everything themselves directly.
You save money and have at least some control over your reservations.

 

[wee-haggis]

I have never understood why people don't book everything themselves directly.
You save money and have at least some control over your reservations.

Agreed,,,there is absolutely no advantage in booking through an agent.
$ wise ....you have to go direct.
Never a problem with National going direct...IMHO

 

[connorlevismom]

Your post should read

MLT VACATIONS- NEVER RENT CAR AGAIN

your gripe was not with National but with MLT vacations. They got it wrong.

If you had booked directly with National it should have gone smoothly - remember no promises. I had problem with National EA not accepting coupon at gate but e-mailed CS and credit was issued with an apology. In your case it was difficult for National to make it right cause it wasnt their reservation but MLT's. Just a thought.

I still wonder why people use third party agents when they could book directly.

I personally book airline and car reservations only directly.

EDIT PS

you state
I find this statement strange since you let MLT vacations - someone else - have control over your rental car reservation.

Yes part of it was MLT but National should know their own rules. I should not have to talk to 15 people and have them all tell me something different. THAT is Nationals problem here. I seriously talked to about 15 people over last week and most everyone told me something different. That is why I kept asking because I could never get a straight answer from someone.

I booked with an agent because the cost to me was more than what I could get for myself.

I meant to say that never again will I let someone else contol my vacation.

 

[kaytieeldr]

Yes part of it was MLT but National should know their own rules. I should not have to talk to 15 people and have them all tell me something different.

The point is, if you booked your trip through a Travel Agent, you should not have had to talk to ANYBODY except that Travel Agent. That person should have done ALL the work, made all the arrangements, checked all the conditions.

In your specific case, the car rental agency was three "layers" away from you:
connorlevismom contacts and books through > Travel Agent
Travel Agent arranges package through > MLT Vacations
MLT Vacations package includes > Alamo rental, changed to National

Instead you could have:
Called CRO, booked room (or booked online)
Called airline, booked airfare (or booked online)
Called car rental agency of choice, booked car (or booked online)
Three calls, NO problems.

 

[maelstrom]

We had bad luck with National at San Francisco. We were able to pick our own car and EVERY car was dirty in some way. I mean, stuff like trash and liquids left in the car. One had a ton of ants crawling around the back. Never again. We always rent from Alamo at Orlando-Sanford.

 

[MycatlovesEeyore]

Yes part of it was MLT but National should know their own rules. I should not have to talk to 15 people and have them all tell me something different. THAT is Nationals problem here. I seriously talked to about 15 people over last week and most everyone told me something different.

Have you ever played the little party game where a secret is passed around the room and the last person repeats the secret out loud? The final outcome never matches the original statement. I would bet the same thing happened with your reservation. Everytime you called the original TA and the TA call MLT and MLT called National, the message probably got distorted. I would also bet that each time National got a phone call on your behalf, that they got a different story. When you finally got to MCO, I surprised they even had your name on your reservation correct with all the different hands it went through. National probably did not know which scenario was correct or if any were.

When it comes to you TA, "If it sounds too good to be true, it probably is" Sounds like you got what you paid for with the TA, Poor Service all around.

 

[Disneyjosh229]

When it comes to booking directly through any company, very rarely is there ever a problem or misunderstanding. Travel Agents, im sorry to say, are useless this day an age.

 

[Olaf]

Sorry you had such a hassle. Maybe I missed something, but I don't understand why you had to get into the National line at all. We're EC as well, and all we ever do is just walk out on the lot and get in a car. I've always booked by own ressies, and never had a problem with National.

 

[disneyldwjr]

Sorry you had such a hassle. Maybe I missed something, but I don't understand why you had to get into the National line at all. We're EC as well, and all we ever do is just walk out on the lot and get in a car. I've always booked by own ressies, and never had a problem with National.

Yes, I think you did miss something. The TA booked the reservation for her.
You are correct, when you book it yourself you do get to go and get the car.
No line, no muss, no fuss.

 

[disneyldwjr]

Yes part of it was MLT but National should know their own rules. I should not have to talk to 15 people and have them all tell me something different. THAT is Nationals problem here. I seriously talked to about 15 people over last week and most everyone told me something different. That is why I kept asking because I could never get a straight answer from someone.

I booked with an agent because the cost to me was more than what I could get for myself.

I meant to say that never again will I let someone else contol my vacation.

Name one place of business that knows all the rules and where you don't get 15 different answers from 15 different people. Unfortunately, it happens all the time. Half the problem with National/Alamo and others is that there is a communications gap with 90% of the employees. They don't speak or understand English very well. Not their fault and I imagine it has to be difficult for them and the customer.
I do agree that it would be nice for everyone to be on the same page and I do think the answer you received from the manager was rather slip shod.
I would write to National about this entire incident and also, I would write MLT and let them know how badly this entire situation was handled by their TA.

 

[LoraJ]

That must have been really frustrating. I guess the first counter person should have validated your voucher. I find it odd that they didn't.

I use a travel agent for WDW hotel and package deals minus air and car. This way she looks out for codes for me and I have control over my flights and car.

 

[SplshMtn99]

I stopped using travel agents back in 1991. Seriously, I think we all do a better job of paying attention to details of our OWN trips than someone else would.

 

[CarolA]

Well there were two problems here.

1. Your TA. They should have KNOWN that they were giving you a VOUCHER and that for ALL rental car companies (National, Budget, Hertz etc) if you use a voucher you have to stand in line.... (Same thing if you use Hotwire and/or Priceline)

2. National. It sounds like they are CLUELESS on the vouchers (which is probably because they cater to business travelers who don't use the voucher. Alamo does a lot of voucher traffic)

 

[seashoreCM]

Name one place of business that knows all the rules and where you don't get 15 different answers from 15 different people. Unfortunately, it happens all the time. Half the problem with National/Alamo and others is that there is a communications gap with 90% of the employees. They don't speak or understand English very well. Not their fault and I imagine it has to be difficult for them and the customer.
I do agree that it would be nice for everyone to be on the same page and I do think the answer you received from the manager was rather slip shod.
I would write to National about this entire incident and also, I would write MLT and let them know how badly this entire situation was handled by their TA.

Is it unreasonable to expect a business to, within reason, honor what its employees say? I don't mean giving out a car for one dollar a day, but if the center booth agent says go get a car, the exit booth agent should agree and let the customer exit.

I should not complain about getting 15 different answers to my question but I should get to choose which one of the 15 answers should apply to my situation.

 

[disneyldwjr]

Is it unreasonable to expect a business to, within reason, honor what its employees say? I don't mean giving out a car for one dollar a day, but if the center booth agent says go get a car, the exit booth agent should agree and let the customer exit.

I should not complain about getting 15 different answers to my question but I should get to choose which one of the 15 answers should apply to my situation.

No, it is not unreasonable in the least. However, IF the employee who said go get the car did not know what they were talking about and the exit booth employee did and cannot do anything for the customer but send her back to get it resolved, then it is not unreasonable, but extreamly frustrating to the customer.

Your last paragraph made me giggle. I would complain loudly for 15 different answers and I know I cannot pick which one applies to my situation. That, in the business world, would be way too easy.

In reality, I still think the TA was at fault for this one. I am totally in accord with Carol A.

 

[CR Resort Fan 4 Life]

A few years ago when my family rented with National, the Girl at the check in counter had no idea how to find our reservation & it took her like 20-30 minutes, to finally ask her manager, who then found it right away.

The next year we only rented with them, because we had a coupon with the old Magic Kingdom club card membership. Anyway at 1st everything was ok, but then the girl asked asked to see the coupon. Well my Dad could not find, so then he is told without it we could not get the car, eventhough we have gone threw this whole check in process. She went on to say that we needed to present the cupon upon check in, but it never said anything on the coupon about that & believe me we did not see it, plus we looked where they have those little fine printed words. We also were not old over the phone when making the reservation, we did not have to show the coupon. Anyway my Dad finally found it & we were on our way.

However after that experience we stoped renting from National & gone to Avis. That was the best decision we made because, with Avis we have never had any problems with them.

 

[manning]

We had bad luck with National at San Francisco. We were able to pick our own car and EVERY car was dirty in some way. I mean, stuff like trash and liquids left in the car. One had a ton of ants crawling around the back. Never again. We always rent from Alamo at Orlando-Sanford.

National is owned by Alamo.