I waited in line for 3 hours to get a rental car at the airport – it was ‘complete chaos’ & I didn’t get what I paid for

A DRIVER sounded off after waiting hours in line for her rental car after a flight.

She said she risked losing $300 if she left her spot, so she waited for hours, hoping to get a car .

WKBW

WKBW

Sheryl Cherico flew into Buffalo Niagara International Airport in New York, according to local ABC affiliate WKBW .

Cherico walked through the terminal to a Dollar and Hertz Rental desk to retrieve her car.

But she said only two people were behind the counter, helping a line of other customers.

Employees allegedly met her with more bad news once she made it to the front of the line.

“I waited in line 45 minutes to be told there’s no cars and that [wait] was just for check-in,” she told the station.

Cherico said employees told her another car wouldn’t be ready for “another two hours minimum.”

The driver said she left the airport to grab a bite to eat.

When she returned later, she found even more people at the counter.

“It was chaos,” she told the station. “It was just completely unacceptable.”

Employees allegedly said 19 other customers were in line before Cherico, despite her hours-long wait.

Cherico said she waited several more hours and eventually got in a vehicle.

But it wasn’t the car she had paid for through her online travel service. She said if she hadn’t waited, she risked losing her money.

“I could have Ubered to another car dealer, she said.

“I had many options, but I didn’t want to sacrifice the $300 that I spent on the rental car that I paid for.”

Rental experts told the station that drivers should book their cars as early as possible before a trip.

Things to keep in mind when renting a car

According to The Boston Globe, every person renting a car should take a few minutes to check some boxes before committing to a rental car.

1. Keep in mind that rental companies are responsible for keeping cars mechanically sound. If you’re ever in a situation where you have to wait longer than 90 minutes for a tow truck, they advise to leave the keys in the rental and demand a refund as long as other transportation options are available (such as a ride from a friend, Uber, or Lyft)
2. Be cautious about roadside assistance packages. Most packages cover instances like leaving keys in the car or running out of gas, but any mechanical issues are on the company.
3. An accident, though, is the renter’s responsibility and will be charged to your insurance, not the company’s.
4. Certain memberships, like AAA or AARP, may get you a discount on rentals.
5. Some companies offer insurance for a small fee, though you’re already covered by your personal insurance. Before declining rental insurance, it may be wise to double-check that your insurance is covering the rental.
6. Perform a visual inspection of the car before leaving the lot to protect yourself from damage claims from the company.
7. When returning the car, make sure the gas level is as close to the same level as when you first drove off to avoid a refueling charge.
8. Research different rental companies before committing to one. Some may have better reviews or warranties than others.
9. Keep all contact via email or text in case a claim needs to be made later.
10. If you see any scratches or dents on the vehicle, be sure to take pictures with a time and date stamp to avoid damage claims.

Source: The Boston Globe

Locking in a vehicle weeks before a trip ensures the rental companies will have better availability.

They also mentioned that it’s common for rental companies to rent a car from a competitor to accommodate their paying customers.

In a statement to the news station, Hertz apologized to Cherico for the experience and said the company sent her a $200 credit.

“Unfortunately, our Buffalo airport location did face some regrettable short-term operational delays on Friday, August 9,” a Hertz representative said.

“While operations have returned to normal, we have reached out to Ms. Cherico to apologize and provide a credit for their rental.”

The U.S. Sun contacted Hertz for comment on this story – but the company didn’t immediately respond.