Okay

The car pickup experience with Thrifty in Honolulu was very poor. The front desk was constantly upselling, the pickup location had fewer cars and too many people, and we waited for over an hour. The staff assigning cars did not follow a first-come, first-served order, which was dishonest.

Average service; not proactive in solving issues. Initially said the 7-seat car was unavailable and we had to wait 2 hours. The staff didn't actively find a solution. Eventually, they provided an 8-seat car, which was just adding a narrow seat in the middle row. Additionally, there was a mandatory daily surcharge, which was hard to understand.

Overall service was satisfying and highly efficient.

Hello! I just spoke with Thrifty customer service, and they informed me to contact the platform customer service to explain the issue and follow up on resolving it. The problems are as follows, please address them promptly: 1. When picking up the car, the Thrifty counter staff recommended an upgrade, stating that the maximum additional fee would be $195.18 without mentioning any other additional charges. However, when returning the car today, the staff handed me a bill showing $349.07, which is $153.89 more than the original maximum fee mentioned. This is very unreasonable. When I noticed the unclear charges today, I called Thrifty customer service, and they said the bill included an AAO item (which was not explained by the staff when picking up the car). The actual situation was: The staff recommended upgrading from B to D and provided an estimated cost bill of $195.18 (the staff marked the prepaid fuel charge of $34.93 and the total estimated cost of $195.18 with a pen). I repeatedly asked if there would be any other charges, and the staff said no, $195.18 was the maximum and it would be lower when returning the car because the prepaid fuel charge would typically be less. So, the additional driver fee mentioned by Thrifty customer service is unreasonable, especially since I was the only driver. Why should we pay more than $100 for an additional driver when there wasn’t one? 2. About the toll fees: We spent four days on a Disney cruise, so it’s impossible to have incurred toll charges. I had mentioned this to the staff before, who assured us that tolls would be charged based on actual usage. It’s unreasonable to be charged for the entire period. 3. About the signing issue Thrifty mentioned: When signing, the staff was in a hurry (eager to leave or end their shift). They only pointed out where to sign without explaining the content. When I asked, he said it was just what he had previously explained. 4. What is the concession fee recovery? It increases along with the taxes under the initially quoted fees, which is also unreasonable. Please assist in resolving this. 5. Finally, my credit card was charged $549 in total. What is included in this amount? Is it $349.07 plus $199.93? Please investigate. Please confirm that the platform previously charged us over 2100 RMB for the car rental. This Thrifty rental fee is very confusing. Overall, Thrifty's fees are extremely opaque, and the service is quite unsatisfactory, resembling a company with random charges. It is far from the car rental company you recommended in Los Angeles, which didn’t have ‘additional driver charges’ and even provided communication via WeChat. I even asked if there was a contact number to ask questions along the way, but they said there was nothing to ask about.

The agents are trained to tell you full or basic insurance and not giving you the option to decline. Be careful and be smart. And avoid these little sales tactics, other than that the car drove nice and was clean and easy checkout.