Customer service in Las Vegas
Our long weekend trip to Las Vegas was great. Between hiking in Red Rock Canyon, taking in a Cirque show, gambling and drinking on the strip, and lounging by the pool, I think we did just about everything we wanted to do. And while all of those experiences were fantastic, we both agreed that there were two customer service experiences – one good and one bad – that really left an impression on us.
Bad Customer Service: Hertz Rental Car
When we got to the car rental building at McCarren airport, there was a massive line-up at Hertz. No big deal, we thought. We have a reservation for a car, so it shouldn’t be a problem. Right?
The woman we dealt with took us to a video kiosk where an agent would guide us through our booking. We got about 10 minutes into the booking process when we were informed that it would be a 3-4 hour wait for a rental car. They had no cars to give anybody. Remember that old Seinfeld episode when the same thing happened to Jerry? Yeah.
— Krystal Yee (@krystalatwork) April 18, 2014
Since we didn’t want to wait around at the airport for 3-4 hours, we asked if we could pick up our car the next day. No. Our names would be put on a wait list, and if we weren’t present for our name to be called, the car would be given to someone else … and we would end up at the bottom of the wait list again.
I turned to the customer service woman and asked what the point of a reservation was, if it didn’t actually reserve anything. She said in a very condescending tone: “it’s just like an airplane – just because you pay for a ticket doesn’t mean the plane is going to fly on time.” Wow, thanks.
We asked if we could cancel our car reservation and get a refund. Nope. No refunds allowed. Then we asked how many people were ahead of us on the waiting list. The answer? 44.
So we waited. For over two hours. Some people had waited much longer than us. Not a single Hertz employee apologized – except for the gate attendant in the parking lot once we did actually get our car – he seemed to be embarrassed about the whole thing.
If Hertz overbooked their fleet, fine. But they should have 1) told us ahead of time, 2) offered to refund our money, and 3) acted like they cared about the inconvenience they were causing to hundreds of people who were waiting around for hours when they were supposed to be on vacation.
Great Customer Service: Cirque du Soleil
Our show was Saturday night, so around noon on Saturday we wandered over to the Bellagio to pick up our tickets, knowing the line-up would be really long come show time. The woman at the counter was having a hard time finding our tickets, until she realized that we had actually booked our seats for the Friday night snow. And the Saturday shows were now sold out – it had been for a while. We royally screwed up! :(
I almost cried. We were in shock, and extremely disappointed. We had just assumed the tickets we bought were for the Saturday. It didn’t even occur to us to check our e-mail confirmation. I was so mad at myself.
She said what most people in customer service would say: “let me see what we can do” and left to go to the back room.
When she returned, she was holding two tickets to the 7:30pm show. Not only that, but they were better seats than the ones we had originally paid for! “We managed to find something for you,” she said. (We realized at the show that she had gotten someone to wheel in two additional seats for us).
She could have easily done nothing. They could have just kept our $300, and that would have been our own mistake. But instead, she went out of her way to create seats for us to a sold out show. The rest of the trip, all we could talk about was how lucky we were. We even went back to the Bellagio a couple of times to see if we could thank her properly (with a tip), since we were in such shock at the whole interaction we didn’t even think about it. But we couldn’t find her… so if for some reason anyone from the Bellagio or Cirque du Soleil is reading this – thank you so much. That woman really made our trip a memorable one. :)
Anyone else have any recent customer service wins or fails while on vacation?
Author: Krystal Yee
I’m a personal finance blogger and marketing professional based in Vancouver. I’m a former Toronto Star (Moneyville) columnist, author of The Beginner’s Guide to Saving and Investing, and co-founder of the Canadian Personal Finance Conference. When I’m not working, you can usually find me running, climbing, playing field hockey, or plotting my next adventure.