Terrible customer service experience at Las Vegas airport - a warning for others
Last month I arrived at Las Vegas airport to pick up a car I had booked to rent with Avis. Booking via the app was very easy and I arrived to be told that I was an Avis Preferred member and could proceed downstairs to pick up my vehicle. So far, so good.
I head downstairs to pick up my chosen vehicle only to learn that my chosen vehicle type is not available, not a big deal, happens all the time. This is when things go sideways. The person assisting me tells me that she can upgrade me to an SUV. I say, sure ok, great. (Although I don't really consider this an upgrade since I originally booked an extended range luxury EV, but ok whatever I need a car.) I am then told that if I don't want to be charged extra for this upgrade then me and my companion have to both leave a Google review right now for Avis at this location, including the customer service person's name, and that we have to show both reviews to her before she will proceed. Shocked at this demand I politely inquire what the alternative is if we don't want to meet this demand and I am clearly told that if we don't want to leave a review we can pay more. In the interest of getting out of there, we leave the reviews.
A couple of weeks later I am still shocked at this little extortion and having worked in customer service roles I am surprised that anyone would think this is acceptable. Despite having status with Avis, I will look to alternate providers if I am renting a car from this location again.