Posted on 11/22/2015 4:34:27 PM PST by Timber Rattler
Their company wording of “may”, may be problematic. Perhaps they should replace their wording with REQUIRED.
Something.
Interesting and thanks. The jihadis are amongst us.
You know how to take the reservation. You just don’t know how to hold the reservation...and that’s the most important part of the reservation.
You say it has nothing to do with documentation, and that they just didn’t like him for no good reason.
Wrong!
1) The agent requested a passport as called for in her training, company policy, and very likely right on her computer screen as well...
2) As confirmed by statements of wife and husband, they refused to provide the passport required by company policy to agent at the office.
3) Now the great mystery, how did the big wig exec act when the agent followed policy and refused to rent without a passport? When the manager confirmed the agent was correctly following company procedure in requiring it?
I suspect with a tantrum, bluster, threats, “DO YOU KNOW WHO I AM?!??”. Maybe even worse? “I’ll have your job” “I will go to the press and accuse you of discrimination”. This isn’t just speculation, when you see the husband recounting his later conversation with the national office on the phone.
4) He later called the national office and was told the same thing, the agent was right to request a passport. ONLY THEN did he offer to the national phone agent a passport.
5) Except by then the office had decided the customer was quite arrogant and abusive and they weren’t going to rent to him. The customer says they changed their story why they wouldn’t rent, first saying documentation then saying it was because of his rude behavior. But it’s directly linked. They wouldn’t rent to him because he was rude after refusing to provide the requested documentation...
I bet this wasn’t the first time the exec had bullied an agent into just taking his drivers license, in fact maybe that explains the rental 2 days prior.
6) The article falsely implies that an israeli drivers license is sufficient for a rental, that the agents were particularly against israel for not accepting it. But Avis company policy accept an israeli drivers license, but they also require either a passport or international drivers license that the customer didn’t provide. Of all foreigners.
7) An agent failing to request the required documentation on a prior visit doesn’t mean a later agent is wrong to follow training and policy by requiring it.
I didn’t have time last night to properly read & evaluate this story.
Still haven’t. But I plan to do so.
He spoke to an agent, he spoke to the agent's supervisor, he called customer service number. At the end of the conversation with customer service he had produced his Israeli drivers license and his passport. Just as he had on his previous rentals over the last 15 years. The customer service rep told him the documentation was fine, he was being denied a rental because he complained in front of other customers.
That's not me, that's the article you are commenting on.
I didn't say they did it for no good reason. They appear to have done it cause they thought he was an ass*ole. He thinks it was because his first contact either didn't know the rules, his Israeli drivers license was acceptable, or she didn't like him.
Avis will investigate, they'll decide.
A long term customer, and I believe that since it makes sense the general counsel of the world's largest generic drug manufacturer does travel a bit, I tend to believe this incident was an aberration. The stated reason thus far, he was a jerk. Maybe they have a video of him they can post on youtube. Doubt it's maybe, I'm sure they video their counters, so maybe we'll see it, or maybe the investigation will hold it close to the vest.
However per the article you are posting about, and other articles, at the end of the day his Israeli drivers license and passport, and his Wizard record were acceptable to rent the car.
If you want to continue to hyperventilate about the documention, be my guest, I'll take Avis' word for it was OK.
You’ve totally misread the article once again.
Your claim:
“At the end of the conversation with customer service he had produced his Israeli drivers license and his passport. Just as he had on his previous rentals over the last 15 years. “
What he actually said:
“I presented my license and credit card as I have done over 15 years of business and leisure travel without ever being challenged.”
You said he had always presented his passport.
But he says the opposite, he says he never presented his passport in 15 years of car rental.
He was outraged it was required of him, since the agent two days prior didn’t also require it.
Looking at the testimony of all 3, the wife, the husband, and the company, it’s very clear that the initial reason for the denial of rental was because he didn’t provide a passport.
(I find it hard to believe he was never asked for a passport in 15 years, having always been required to provide passport for foreign rental despite having a frequent car rental card)
“There was no way they would rent a car with that license. There was no way to reason with them.” (quote from the wife, confirming no passport was given and the license alone was insufficient)
So you’re totally confused on the two most basic and critical facts of the case.
1) Avis agents are correct in requesting a passport (or international drivers license) of foreign drivers, and
2) customer initially refused to give one.
He was annoyed he was asked for one, despite the request being consistent with company policy and agent training, and threw an ugly fit that made the office decide not to rent to him at all.
He only offered to give a passport after the agent, management, and national service all confirmed it was a legitimate requirement for rental. Had he given it initially he wouldn’t have had any problem.
The rules are that Avis may require you to provide a passport or international drivers license in addition to your country’s drivers license. This is on their website.
It also says they accept israeli drivers license as valid ID. That doesn’t change the secondary requirement for passport and/or international drivers license.
“The stated reason thus far, he was a jerk.
However per the article you are posting about, and other articles, at the end of the day his Israeli drivers license and passport, and his Wizard record were acceptable to rent the car.”
That’s right, and he refused to show the passport that would have quickly gotten him the rental.
He made an ugly scene when they wouldn’t take the license alone.
They demand passport, it must be because they hate israel and jews!
Even though it says right on their website that all foreigners may be required to show one..
Been fun, not worth more bandwith,
We have investigated the denial of a rental that recently occurred in Manhattan. We have found that we have been inconsistent in applying our policies with respect to documentation requirements with this customer, who has rented from us in the past without providing a second form of identification. We are committed to providing an outstanding car rental experience to our customers and believe that we should have done better here.We have spoken with the customer and apologized for the misunderstanding that occurred as a result of this inconsistency in applying our documentation policy, and the customer has accepted our apology.
We reiterate our policy that we do not discriminate on the basis of race, gender, religion, national origin or sexual orientation. We intend to take steps, including additional training, to improve the consistency in our application of documentation policies.
I'll ignore you and your copious posts, and take Avis' word for it. They screwed up, their counter people, which is Avis.
And good for Avis for reviewing their discrimination policies as pertains to certain employees. All in the name of consistency.
Yeah, they did put a hold on a certain amt. on my debit card which I OKd.
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