Not very happy about our recent experience with Hertz. Mr Jurahn needed to rent a car for several weeks in the US earlier this year, so was checking out various car rental sites. On Hertz's website, they offered the particular model he wanted with a "Pay it Now" or "Pay Later" price. The prepaid rate was quite attractive, so he decided to book through Hertz as we've used them in the past, the Aussie dollar was still doing well so it was worthwhile prepaying, and hey, he'd get Velocity points too ...
His Velocity number was on the booking but the points didn't come through, so we got all the Hertz paperwork together for a retro claim and emailed it off to Velocity, who followed it up. They have now advised him that Hertz said the booking was made under a "contract rate" so therefore not eligible for Velocity points. We knew contract rates (amongst others) weren't eligible as per the Velocity website, but as he didn't use any CDP or company codes nor any promo codes, and it was a personal booking, not a corporate one, we assumed it was eligible for points earn - but because he prepaid, Hertz classes that as a contract rate??? This is not mentioned anywhere on anything received from Hertz, either at the time of booking nor any of the paperwork received when picking up/dropping off the car.
Big thumbs down to Hertz on this one - if they don't (or won't) provide this sort of information, then how on earth is the customer supposed to know which rates are eligible and which aren't?? If a customer's FF number is attached to a booking, then how hard would it be for their system to have a "not eligible for points earn" flag, even if it only appears on the final docket/receipt after the rental is completed? Apart from anything else, if we had known the booking wasn't eligible for points earn, we wouldn't have wasted our time, and that of the Velocity team, in chasing it up!
His Velocity number was on the booking but the points didn't come through, so we got all the Hertz paperwork together for a retro claim and emailed it off to Velocity, who followed it up. They have now advised him that Hertz said the booking was made under a "contract rate" so therefore not eligible for Velocity points. We knew contract rates (amongst others) weren't eligible as per the Velocity website, but as he didn't use any CDP or company codes nor any promo codes, and it was a personal booking, not a corporate one, we assumed it was eligible for points earn - but because he prepaid, Hertz classes that as a contract rate??? This is not mentioned anywhere on anything received from Hertz, either at the time of booking nor any of the paperwork received when picking up/dropping off the car.
Big thumbs down to Hertz on this one - if they don't (or won't) provide this sort of information, then how on earth is the customer supposed to know which rates are eligible and which aren't?? If a customer's FF number is attached to a booking, then how hard would it be for their system to have a "not eligible for points earn" flag, even if it only appears on the final docket/receipt after the rental is completed? Apart from anything else, if we had known the booking wasn't eligible for points earn, we wouldn't have wasted our time, and that of the Velocity team, in chasing it up!
