Circle Talk — QUALITY FLOAT

The following serves as a reminder that when frustration starts to fuel your soul, find time to laugh.

Key:
QF = Quality Float
CRCC = Car Rental Customer Care

QF: Hi, yes, I’ve been trying to make a car rental reservation on your website, but every time I get to the payment part, an error occurs. I believe the actual message is “whoops, something went wrong.”

CRCC: I can certainly help with that today. What is your confirmation number?

QF: I don’t think I have one because it never confirmed the reservation. It says to contact customer care for assistance.

CRCC: You’ve contacted customer care. May I have the confirmation number you were sent?

QF: Um, I don’t have a confirmation number as I said, but the website did give me a reference number. Let me look at that. Yes, I found it, but it’s quite long.

(QF reads 12-plus number)

CRCC: That’s not a confirmation number.

QF: Yes, I know that. It says it’s a reference number for this issue.

CRCC: I don’t know what that is.

QF: That makes two of us.

CRCC: Let me try a different approach. What is the email or phone number you used to make the reservation?

(QF provides info.)

CRCC: I have entered that information, but I am not seeing a recent reservation under that email or phone number. Are you sure you made a reservation?

QF: Um, as I said, I have tried to make a reservation several times now this week, and each time I get to the payment part, something goes awry, so I finally decided to call. I actually use your company quite frequently, and I’ve never had a problem before.

CRCC: Well, I’m not seeing a reservation.

QF: Right. Because I wasn’t able to make one. And here’s the thing. I have tried to make a reservation a few times as I said, and now I’m at the point of no return as I need a car tomorrow.

CRCC: Do you want me to make the reservation for you?

QF: Yes, that is what I would like.

CRCC: OK. What is your email or phone number so I can look it up in the system? Have you rented with us before?

QF: Yes, many times.

CRCC: Oh, I see that your last reservation was a month ago. But I don’t see any recent reservation.

QF: Correct. So let’s change that, shall we?

CRCC: What dates will you be needing the vehicle?

QF: TOMORROW and Wednesday, returning on Thursday.

CRCC: So you need it tomorrow and are returning on Thursday?

QF: Yes.

CRCC: And you want the same type of car that you have rented in the past?

QF: Yes.

CRCC: Are you going to the same location as before? Do you want to pick up your vehicle at the same location?

QF: Yes, yes, I do.

CRCC: And drop off at the same location?

QF: Yes, that would be preferred since it’s the same location I always return the car to at the same airport.

CRCC: So the same airport. OK, I have your information. How do you want to pay for this?

(QF provides credit card)

CRCC: OK, I have entered your card number. Just a moment. The system can take a minute.

QF: I can’t imagine.

CRCC: Wait a minute. It didn’t go through! I am seeing an error message on the site that something has happened.

QF: Does it say “whoops, something went wrong?”

CRCC: Yes.

QF: I know that message well.

CRCC: I don’t understand why it’s not working. I updated your profile, and I entered the information.

QF: It is a conundrum.

CRCC: Well, I will have to do this a different way. You’ll have to just pay at the counter as I can’t pre-pay for you. There is an error.

QF: I think something probably went wrong.

CRCC: Yes, I agree.

QF: So can I be assured that there will be a car when I land tomorrow at the same airport where I always rent from your company?

CRCC. There should be, as there are cars available. You’ll have to check at the counter when you get there.

(QF feeling extremely anxious now.)

QF: I’ll check at the counter.

CRCC: Great. Is there anything else I can do for you today?

QF: So how can this be rectified for future reservations?

CRCC: I’ll send you an email where you can inquire. What’s your email?