I arrived close to 5 pm on a Saturday and called their customer care who gave me the Brisbane number. Upon calling multiple times nobody picked up so I took a cab ans spent 20 dollars from airport to car rental shop. (Apparently their shuttle only works till 5 pm on weekend). when I arrived around 530 pm the main door was locked from inside but a receptionist was present at the front desk. The distance between the glass door and the front desk was 2 arm lengths. I banged at the glass door several times before she made eye contact and said sorry we r closed. I was so frustrated that the customer care couldn’t tell me this on the phone so I could have organised another car at the airport.
Day 2 when I was to return the car, again they told me the shuttle service has shut down and I need to take cab from the rental shop to the airport. Another 20 bucks. I don’t know why do I need to book a cheaper car rental with such poor service standards. They want the money but can’t deliver any customer service.
I could get the same thing probably with 10-20 dollars extra at the airport.
It would be better if Ace gave their customers their local phone number to arrange pick-up from the airport.
The 1800 number is just a recorded message.
After a long flight it is frustrating to have to wait 40 minutes not even knowing if Ace will come to pick you up.
Also had to wait for 20 minutes just to give my keys back at the end of the hire while they signed up new renters.
They should have a dedicated staff member handling returns. When I finally got to the counter it took only 30 seconds
The picking and drop-off process from the Airport is a bit time consuming.
About QEEQ:10.0/10
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