We interrupt our regular discussion of economics for a public service announcement: I’ve been having a horrendous customer service experience with Budget car rental. Briefly, the re-routing of my flight to Collegiate Triathlon Nationals, due to inclement weather in Dallas, meant that I had to re-reserve the rental car, and the Expedia agent assured me that I would be paying the same rate, or one even lower. However, when we got to Midland and were rushing to get to the meeting with the team two hours away in Lubbock, the Budget desk agent failed to point out that the rate she was quoting would result in a charge that was more than $500 higher than what I had been quoted over the phone, and through my initial reservation.
I have written to Budget twice, to no avail, so now I am invoking the power of reputation networks to encourage you not to give Budget your business. It’s a competitive industry, one that should be grounded in customer service, so you have many market options. I have never been treated as shabbily in any customer experience as I have been by Budget. I don’t want them to profit from their poor behavior, and I don’t want any of you to be treated as poorly in a market transaction as Budget has treated me in this one. Take your business elsewhere.
The text of the letter I sent to them is below the cut.