Getting "lost" in Hert'z + Auckland's confusing and understaffed airport is not fun
New Zealand
Reviewed: Thu, Dec 8, 2022
About Hertz:5.0/10
I arrived in auckland domestic terminal with 4 large luggages and 2 small ones. I went to hertz in domestic terminal. The staff told me, my booking is in the international terminal. I had to brought all the suitcases walking over 15 minutes because I couldn't take the terminal bus.
Once in the international terminal, I went all the way to the car rental pick and found there is nobody in the counter. I asked someone inside the parking lot, apparently I had to go back to inside the international terminal because the counter is in there. (Thanks to the confusing signs I walked back again to the internal terminal counter). There was only 1 staff there and she was nice and polite.
Got my keys and walked back to parking lot. After I drove off, there was no one to verify if there was spots or defects in the car but fine with me.
Few days later, I went back to return the car, again there was no staff in the parking lot. I was confused because I expected I could check out immediately and someone would check if the car is fine and release my deposit. So I just parked the car, brought the key with me. I walked back to the terminal, and found the counter empty.
There was a sign saying "be right back in 15 mins". I waited 15 mins, there was still noone. Luckily there is a key drop. So I dropped my key there.
This is the most surreal car rental experience I've ever had. There is nobody who received the car back, I just dropped the key. I hope nobody is going to do anything weird with the car while I dropped of the car.
About QEEQ:8.0/10
I booked the car but was not told that I should go to the international terminal counter instead of the domestic counter. That was slightly confusing because I had to walk pretty far to get there.
I also blamed Auckkland airport for being very confusing and understaffed for my trouble.
Reply by Qeeq: We are sorry to learn you had very unhappy experience with the car hire company. We will forward your complaint to them and require them to improve their service. And we will verify the pick up instruction and update the information. Thank you for your feedback. If you need any assistance, please kindly feel free to contact with us. Thank you for your understanding. Have a great day!
Since my flight arrived early, HERTZ promptly made preparations and helped complete all the formalities. Picking up and returning the car was very convenient. The staff had already installed the baby seat before I picked up the car. Overall, everything went smoothly.
About QEEQ:10.0/10
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Getting "lost" in Hert'z + Auckland's confusing and understaffed airport is not fun
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