We reserved a full sized car for a Salt Lake City, Utah for purposes of vacation.
Knowing that they had heavy reservations and arrivals simultaneously, they failed to staff accordingly whereby leaving customers standing in line t least an hour and sometimes longer. (2) Once we got to the counter, we were told that they had no cars, but would be glad to upgrade us to a Dodge Durango at no extra charge. (3) Explaining that this was unacceptable because husband has severe arthritis in hip and cannot get in and out of vehicle comfortably and that is why we reserved the vehicle we did. (4) Too bad, take it or leave it.
An hour and a half later we arrive at the pick up lot and there are three agents standing around — we were told that cars had not been brought back from the airport and they could not offer any other solution; (If they had been efficient, they could have been riding back and forth to the airport on the shuttle and bringing cars back to their lot. Of course, they wouldn't know how to be efficient to meet customer needs.)
Therefore, we were forced to take a gas-guzzler, humongous 4x4, which was hard to drive, hard to park in a small underground resort space, and overall very uncomfortable and hurtful getting in and out of vehicle.
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