(Sorry in advance if this is a bit long-winded. Bear with me!)
My sister and I hired a car from Alpha at the start of March from Brisbane airport. I had read some good reviews (admittedly some bad too) on here and my sister had used them before, the rate was good, we were ok with the depot not being right at the airport, so we went ahead and booked.
All went well except for one major hassle. We were emailed directions of where to go once we reached Brisbane. My sister rang the depot on arrival and they said yep we will be there in ten. My sister just wanted to confirm exactly where to go, however the person on the phone said "the pickup point has been changed" and proceeded to give her a very quick explanation before hanging up the phone. Not knowing Brisbane airport very well, we wandered around looking for the "walkway" they spoke of in their hurried directions and saw the walkway over to the train & car park ... surely that must be what they were talking about? However we could see nothing indicating a pick up point for alpha. We both rang the depot again and again repeatedly but always got a busy signal. This happened for about half an hour. We would see purple alpha vans coming and going in the distance. No airport staff we asked seemed to know where the alpha pick up point was either. Eventually we kept walking to the right (as you come out of domestic terminal), riiiigght over at the far end we found another tiny walkway with an alpha sign at the end. There was no van there and no one had called us to ask where we were. Why not?? we wondered.
Eventually I called the alpha head office number, miraculously they connected me to the Brisbane depot straight away and a few minutes later our van arrived. We were a bit grumpy by this time as we had a long drive to maroochydore we were keen to start, it was starting to get dark and it was raining.
To their credit the staff waived the extra driver fee ($11) to compensate for our wait but I would've gladly paid it instead of being held up by 45 min. They said they had emailed everyone the new pickup point which had changed since we made our booking. However they missed us.
Would I use them again? If the price was a lot better than competitors, then yes, but this experience will make me look at other companies and I'd definitely ring in advance to get clear directions on where to go for the pick up point next time.