On September 21, 2009

Vouchers: A Sorry Excuse for an Apology

Everyone has been the victim of poor customer service. And everyone has encountered an organisation that tries to make up for it. Well, here’s one way NOT to do it. A few years ago I had arrived at San Francisco airport after a long flight from London and on a Friday night made my way to the part of the airport where I’d pick up a car rental. My flight had been booked through lastminute.com — which generally nails good customer service, in my experience. For convenience, I’d booked a car on that occasion through Holiday Autos, its then quite-recently-acquired vehicle rental arm. Problem: while there were about a dozen car rental companies — all with long queues (Friday…

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