Rude and unprofessional
Due to unforeseen circumstances (Cyclone Alfred) closing the airport in Brisbane, we could not fly out to Auckland for our car hire pick up. When I called the agency to explain the situation and to see what could be done, the woman on the other end of the phone was loud, unprofessional and rude, putting me on hold twice without warning and erupting back onto the phone line like she was at a party. She basically said the issue was my problem and that I wouldn't receive any type of refund or credit. When I questioned her, she said, and I quote "too bad, you lose". I replied that she was rude and unprofessional, and she laughed. This person had no compassion for my circumstances and how I was feeling about missing my niece's wedding. A trip we had been looking forward to for over a year. As a Kiwi myself, I was embarrassed that we have people like her working on the front counter and dealing with customer service. I decided never to use Omega Rental Cars again.
We have flown back to NZ twice since March and have successfully used another car hire company both times with great results.
Reply from Omega Rental Cars
Hello Sarita – firstly, please accept our sincere apologies for the appalling behaviour of our staff member. We are totally embarrassed and want to reassure you that this staff member isn’t an accurate representation of Omega’s customer service values. Customer satisfaction is paramount to us, and we always aim to provide great customer service at our location. We have raised your feedback to our location management team, who will address this directly with this staff member for corrective action. Your review is important, and it makes us better. We hope that you will accept our apologies.