This is an actual conversation with a Rental Car Reservation Agent that just occurred. I was calling to make a change on my rental car reservation for this Inaugural festivities weekend. We had it reserved for pickup at 10 am but we were not going to be able to get it until 2 p.m. so I just wanted to make sure it was going to be there at 2 p.m. So I told them we will not be picking it up until 2 p.m.
“Ummm, Okay, let me make the change. Okay, so the new rental charge is going to be $10,000 (actual rate has been changed to protect the price gougers and us for paying it.”
“What? Why is it more? I was only paying $9,800 (what the lady really told me is that it would be $200 more).”
“Well let me confirm….(click click click of her computer) Yes Ma’am, it is going to be $10,000”
“Why did it go up $200 if I renting the car for 4 hour less.”
“Well I don’t know Ma’am but that is what it says here. Hold on, let me double check.” (She puts me on hold and does GOD KNOWS WHAT!) She returns, “Yes Ma’am, that does increase the cost.”
“Does that even make sense to you?”
“Well I don’t know but that is what is says right here, that is what the computer says.”
“Well let me ask you a question. If I have a reservation for 10 a.m. but I am unable to pick the car up till, oh lets say, 2 p.m., will you still have a car waiting for me?
“Oh Yes Ma’am, when you make a reservation we hold the car for you because sometimes flights get delayed and we understand.”
“Okay, so, what you are telling me is that, Yes, the car will still be there for me if I am running…say 4 hours late, however, if I call you and try to change my pick up time to 4 hours later..it is going to cost me $200.”
“Well that is what is says here.”
“Does that make sense to you”
“Why yes it does”
“Really that makes sense to you. You often pay more for less”
“Well I can’t help what the computer says….but that makes sense for me”
“Fantastic, I know understand your problem. Please let me speak to your Manager.”
“All right but he ain’t gonna tell you no different.”
Well in fact he did. He was able to discover a glitch in the computer and was able to override the “perfectly normal” additional $200 for 4 hours less rental.