Last September I rented a car from Alamo, Boston Logan International airport and three weeks later I returned it to the same location. Driving into the compound at around 6am an attendant scanned the vehicle bar code and addressed me, not by my surname but by a different surname. I said no, you have got my name wrong. All my documents were in order and in my own name. After scanning the bar code a second time he said I would have to accompany him to the office to sort it out. I did this and after around 15 minutes I said I couldn’t stay around for too long as I had a flight to catch at 8am. I was told not to worry it would be sorted out and I thought nothing more about it and left to catch my flight. When I received my credit card bill and was surprised to see that Alamo had charged it with a bill for $354.16. I was horrified and had no idea why they had done this. I contacted the company I booked the car through and I was eventually told that I had returned the car to Atlanta, Georgia, a city I have never been to! Contacting Alamo immediately, they said the documentation says I returned the car to Atlanta. I was asked to prove I had returned it to Boston, but this was all on my documents. I provided them with a copy of my flight details. After contacting Alamo several more times by email, the money was eventually refunded to my credit card two months later without as much as an apology. I contacted Alamo head office customer relations saying I thought their attitude was very poor and as a gesture of good will I thought they might offer an apology and perhaps some kind of recompense. The reply I received said, “Sorry about the misunderstanding, please check your credit card statement and you will see we have refunded the amount”. No offer of recompense, nothing.
I appreciate mistakes do happen but when a mistake such as this, which was completely the fault of Alamo, I think it would have been good customer relations to have offered something like a complementary upgrade for the next time. But no I received nothing!
So beware of Alamo at Boston Logan airport.