Enterprise Rent A Car Story

My wife and kid (no pics) flew American Airlines from Seattle, through Dallas, to Bismarck. We had a car booked for them to pick up in Bismarck upon arrival at 8pm.

Well, after six (6!!) gate changes and a 3 hour delay in Dallas, American Airlines finally found someone to fly the plane and get them on their way. However, I was concerned that the rental counter might shut down in Bismarck before they got there.

While they were in the air, I called Enterprise customer service. The rep spoke perfect English and took all my information, then he put me on hold. Next voice was a female who told me she was the counter attendant in Bismarck and that they normally get shut down at 11pm, but that they would wait until 11:30pm for my wife and kid.

Super friendly, kind, courteous and not the least bit put out by my request.

Wife calls at about 11:15pm, says they've landed, but they're still on the plane on the tarmac in Bismarck because there's no ground crew to get them to the gate.

I call Enterprise again. Main agent patches me through to the counter girl in Bismarck, who is cool as hell, and assures me that she'll just hang around and wait for my wife and kid. Pleasant, kind ... totally reassuring.

I tell my wife to make sure to tip the counter agent and thank her profusely.

My wife finally gets to the Enterprise counter at about 11:45pm. She and my kid are the only people at the counter and the girl gets them squared away and even upgrades them to a Volkswagen Atlas, without them even asking.

My wife then offers a $50 tip for all of her trouble, and the girl refuses the tip, saying, "Ma'am, this is my job, we're supposed to be here for our customers". (My wife left the tip on the counter anyway as she walked away).

Absolutely, the BEST customer service of any travel experience we've ever had. I'll never rent from anyone else.

(And the trip home was on Delta ... smooth sailing. American Airlines can f*ck off).