Did you encounter a problem during your rental car experience? Yes.
Please comment about the problem:
To say that it is difficult to locate the Thrifty drop-off point at PHL would be an understatement. I honestly don’t know how anyone manages to return one of your cars. I would have assumed that most people just abandon them at the side of the road and hope they get stolen, or perhaps set them on fire, because at some point you have been driving around for so long that you don’t care about the consequences any more. I seriously considered both of these options.
When you rent from an airport rental car location, you expect to be able to return there by following the “rental car return” signs at the airport. This is a basic tenet of business travel logic; you can always find your way home, so you don’t need to memorize anything.
In PHL, there are absolutely zero signs at any point directing you to Thrifty. If you cruised through PHL, in fact, you could not be blamed for assuming that Thrifty has gone out of business, or is perhaps not licensed to operate in Pennsylvania. It is so far away from the airport that a normal adult human could never find it unassisted. If I didn’t have a GPS with me, I’d still be driving around asking confused people who don’t rent cars in their own hometown, and haven’t heard of your tiny side-street.
Nobody ever mentioned this at any time during the rental process. “We save money by not being anywhere near the airport,” the agent didn’t say. “Take this map so you know how to get back,” she didn’t add. The rental paperwork doesn’t mention it. There should be an enormous bright orange map in each of your cars, with directions from the real rental car return section — located in the airport — to this distant barren false land.
And don’t think for a moment that finding your building is the end of Bill and Ted’s Rental Adventure. I drove right by the entrance because it was strategically placed behind an informative sign — the first and last sign I would encounter — that reads “Buses Only, No Cars Allowed”
Just to ensure that no part of this rich tapestry is overlooked, permit me to repeat myself. Your bus drivers, who come and go along this route every six minutes, get signs. Your customers don’t. Except for the one sign, which is a lie.
That all being said, sign or no sign, you might ask why a person who is smart enough to dress himself each morning without incurring serious eye injuries can’t figure out how to return a car. This is a fair question, so I will elaborate.
Instead of a clearly marked gate indicating an entrance to a restricted area (I would argue that, for this purpose, a gate is the gold standard) you have a person sitting in a van. This van completely blocks the entrance; although perhaps the secret would be revealed with powerful microscopes, there is no evidence to the naked eye that an entrance even exists.
Because it’s a van, not a gate, there is no reason for me to expect that it is guarding something special. When I want to enter or exit a parking lot, I do not typically drive up to the nearest van, honk my horn, and hope that it exposes a hidden avenue.
After I drove past this “entrance” a few times, I pulled into the “Buses Only” driveway to ask for help. The van moved smoothly aside, divulging its precious secret, and I was greeted by nobody to offer any suggestion about where to put the car, or how to complete the rental.
Having already missed my flight, I will confess that I was not in a great mood, so I parked in what I hope is the most inconvenient place, and then threw the keys down a nearby storm drain.
The last hour of my rental was the worst experience I’ve ever had in a car, including when I almost died in an automobile at age eight.
I hope my feedback is useful.
Why do you feel you did not make the right choice by selecting Thrifty?
See previous answer.
Do you have any suggestions on how we could improve the experience at Thrifty?
See previous answer.