Payless car rental, KCI, Kansas City, MO - didn't answer airport courtesy phone - left stranded at the airport

Payless car rental, KCI, Kansas City, MO - didn't answer airport courtesy phone - left stranded at the airport

From:

My complaint involves Payless car rental at KCI in Kansas City, Missouri. I have used Payless in the past and have not experienced any problems until my visit to KC Mo during the holiday season. I booked my car for my arrival on December 20th. My flight was due to arrive at 10:40 pm on December 20th. The flight was delayed out of DFW and my flight did not arrive until 11:30 pm.

After gathering my bags, I used the courtesy phone at KCI to notify Payless that I had arrived. Much to my surprise and dismay, no one answered the phone. Here I was stranded at the airport. Yes, I could have gone to Alamo/National, one of the competitors, and hoped that they still had cars to rent but I decided that since I already had a confirmed reservation that I could be charged for any way, I chose to find a hotel that still had shuttle service available. I did not mention before that I also had confirmed reservations at a hotel that I could not get to because I did not have a car.

The next morning I called Payless where I relayed the story of what had happened. I was informed at that time that Payless closes at 11:00 pm or earlier depending on who closes. I spoke to someone named Joel and his response was that for my trouble they would still honor the rate that I was quoted when I called in my reservation. Nothing was done about the extra hotel room I had to obtain due to the fact the Payless had closed before my flight was even on the ground.

If I had been informed at the time that Payless closed so early, I would have taken my business elsewhere. I am throughly disgusted with the treatment I received especially since I am a repeat customer. I will never use this agency again and hope that others will not be treated as I was.

Leigh Phillips

# 10 for December 29, 2003

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