This is the second time I have rented from Enterprise. The first time was at the Portland, OR airport and this time at the Burbank, CA airport. Both times I have had excellent customer service. This review is for the Burbank, CA location.
My flight from Nashville to Burbank was pushed from 8:00 am to 2:00 pm putting me into Burbank 6 hrs. late, worn out and frustrated. When I finally arrived at the Enterprise Kiosk (yes, it is a LONG way from debarking the plane to the rental, but so are all of the other rentals and I knew this ahead of time from other reviews) there were two other couples ahead of me. Each was having different problems being addressed by the two agents present. I mention this, because the agents were both very calm and respectful to these clients. One couple had, had a problem with a tire and the other, two younger guys, could not understand why they could not pay for a rental with their debit card and could not produce evidence that they had a return flight. (Enterprise rules specifically address this in their guidelines for debit cards). As I was waiting my turn, another agent came in, quickly surveyed the situation and asked if he could help me. He was able to pull up my info and then remarked “I can see your flight was delayed, it’s been a rough day for you hasn’t it”? I said yes, and handed him my debit card along w/ my flight information showing my return trip. I had no problem using the card. He took me to the garage and allowed me to choose any vehicle I wanted, a beautiful up-graded Buick Envision w/ all the “bells and whistles”, wished me a great trip and I was off.
When I returned, the service was just as good. I said something about not having tram service, and the lady checking me in ask if I would like a ride to the terminal. I said yes, as I had several pieces of luggage and my grandson w/ me. She had me leave the luggage in the car and called another attendant to come drive us to the terminal. This was above and beyond. Dealing w/ tired and frustrated customers is a hard job, and I wish I had all of the names to let Enterprise know that they do have exceptional employees. I don’t so this is the only way I can sing their praises.