VH Car Hire

I booked a Premium SUV as part of a fly drive package, but noticed recently that they have changed it on my booking to a Full Size SUV, (no notification of this change, I found it by accident). I called them today and was told that Alamo no longer offer the Premium SUV hence the change, but I've told them this is not acceptable as it's not what I was offered and payed for at time of booking. I'm awaiting a call from someone more senior but wondered if anyone had a number for Customer Relations in the UK, as I'm wanting to sort this out ASAP.

Thanks in advance.

Alamo.com still list a Premium SUV. Where are you picking up the vehicle? It may just be that the branch you are hiring from does not provide the type you originally hired as there may not be enough demand.
However, I would have thought, given enough notice, they should be able to transfer the car you want from another location.

Good luck.

I have just checked my booking and they seem to have done the same changed to myself from Premium SUV to Full Size! And checking website and talking to "Miss can't do anything about it" at Virgin they no longer do Premium SUV! After asking to speak to Manager they have now asked for copy of my original e-mail and will call me back in a few hours! Will let you know how I get on.

I managed to get through to someone at Virgin a bit more helpful. Alamo's MCO branch no longer offer a Premium SUV, they've categorised everything in that class as Full Size. I'm assured I will still get the car I want, Durango or similar, and they've refunded the difference of between Full Size and Premium at the time of booking, so I'm reasonably happy.

One thing I didn't realise was that you can check in online for the car, so I've done that and now, once I collect my bags, I can go straight to the Alomo pick up point and choose my own car. No need to wait in a big line at the rental desk. That's more like the Virgin I've come to expect and love

[Neil]

I don't know why the still say "Durango or similar" as the Durangos are no longer made and there are very few still out there nowadays. You are likely to get a Ford or Jeep nowadays, with Alamo seeming to favour the Ford Explorer range currently.

Neil

The check-in before you go and avoid the queues - brilliant. What stuns me is that this small detail passed me by recently - and I lined up to collect the car. D'oh.....stand me in the dunce's corner...

having waited in the alamo line for nearly an hour 3 weeks ago online check in sounds great! is it only for VH customers or all Alamo customers?
Ali

One thing I didn't realise was that you can check in online for the car, so I've done that and now, once I collect my bags, I can go straight to the Alomo pick up point and choose my own car. No need to wait in a big line at the rental desk. That's more like the Virgin I've come to expect and love

I'd be interested to hear how this system worked for you A380 (expect quite a few others will be too)as I thought I'd give it a go when we go to MCO next time.

I don't know why the still say "Durango or similar" as the Durangos are no longer made and there are very few still out there nowadays. You are likely to get a Ford or Jeep nowadays, with Alamo seeming to favour the Ford Explorer range currently.

Neil

Alamo at MCO now say Chevy Tahoe or similar, I'd be happy with either that or a Ford Explorer. The reason I mentioned Durango was that's what I had when I was last there 4 years ago and I wanted something of a similar size and spec. The great thing about this system is I get to choose the car myself.

aligibbo - I think it's only for VH customers

SNOMO - I'll check back and let you know how it went, I've read a few posts on other forums from people who have used the service and it worked out as well as it sounds in theory, so here's hoping.

I also hadn't realised you also get the 2 hour grace period when dropping off the car with Alamo... think you used to when booking Dollar through Virgin, but wasn't sure about Alamo. I really should have read the small print, would have been so useful to know on our last trip.

How far in advance can you check in for the car? Not that far ahead, I'm guessing... and can you pick your actual car ONLY when you check in? Do they give you a reg number, so so you know which one is yours when you get there???

How far in advance can you check in for the car? Not that far ahead, I'm guessing... and can you pick your actual car ONLY when you check in? Do they give you a reg number, so so you know which one is yours when you get there???

I checked in last week and I don't travel until the 25th of this month. The only thing you need to do it is your Alamo reference number from Virgin. This usually comes with your tickets when you receive them, but if you phone VH, they'll be able to give you it over the phone.

As far as picking your car goes, you pick any car in your category, so there's no specific reg number allocated to you. The way I believe it works is you go to the pick up area, the cars already have the keys in the driver's door. You pick your car, load up and drive to the exit barrier where an Alamo employee will scan the barcode on your voucher (printed after OLCI) will check your driving docs.

Sounds almost too easy.

[Darren Wheeler]

That's what I did in Vegas. The only difference was that my booked car size wasn't available so I was upgraded to a Ford Expedition.

They used the same system at Alamo at SFO last time I was there. I hired a convertible and after getting my documents at the check-in area, I was directed to the lane that I needed where I was told to pick any car. There was only one convertible there which as it wasn't a PT Cruiser I grabbed or else I would have asked to change car category.

I have also used the same system at Alamo at LAX. When we got out to the lane there were no cars left in our category so we asked and were just told to move to the next higher category lane and pick one from there. We grabbed the better car quick as we saw they were just starting to bring some cars around from our original category.

SNOMO - I'll check back and let you know how it went, I've read a few posts on other forums from people who have used the service and it worked out as well as it sounds in theory, so here's hoping.

Thanks A380 I'll look out for your reply
snomo y)

How far in advance can you check in for the car? Not that far ahead, I'm guessing... and can you pick your actual car ONLY when you check in? Do they give you a reg number, so so you know which one is yours when you get there???

I checked in last week and I don't travel until the 25th of this month. The only thing you need to do it is your Alamo reference number from Virgin. This usually comes with your tickets when you receive them, but if you phone VH, they'll be able to give you it over the phone.

As far as picking your car goes, you pick any car in your category, so there's no specific reg number allocated to you. The way I believe it works is you go to the pick up area, the cars already have the keys in the driver's door. You pick your car, load up and drive to the exit barrier where an Alamo employee will scan the barcode on your voucher (printed after OLCI) will check your driving docs.

Sounds almost too easy.

I did get sent that from VS - but don't travel for another few months, so seems a bit early to be doing check in and choosing the car. Doesn't it? Or doesn't it???

Just had a look at doing this and am a bit puzzled - and not a little perplexed! We've booked (and have a voucher for) a full size car, which, on the VH site, shows as being a Chevrolet Monte Carlo/Impala or similar. BUT - when I go to the check-in bit, the booking shows as being for a standard car - eg Pontiac G6 or similar - which is an intermediate car on the VH site! Anyone else had this happen and if so, what did you do about it? Also, any idea why 'no' appears in the insurance field? I've just done a dummy booking and you can't hire a car without at it including insurance. What's happening???

[Darren Wheeler]

Just had a look at doing this and am a bit puzzled - and not a little perplexed! We've booked (and have a voucher for) a full size car, which, on the VH site, shows as being a Chevrolet Monte Carlo/Impala or similar. BUT - when I go to the check-in bit, the booking shows as being for a standard car - eg Pontiac G6 or similar - which is an intermediate car on the VH site! Anyone else had this happen and if so, what did you do about it? Also, any idea why 'no' appears in the insurance field? I've just done a dummy booking and you can't hire a car without at it including insurance. What's happening???

Where are you picking up from? Some states have strange rules about hire car insurance.

As for the class, no idea. Best to give them a call about it before doing the check-in.

Picking up from MCO. D'oh,just read back and it looks as if I'm not the only one to have been caught in this trap. I'll give them a call, but it really isn't good enough!

Did anyone have a useful number to call to sort this out? I've just called the 0844 557 4002 and of course, nobody can help until 9am, PLUS they want to 'speak to himself to change the booking' - but I don't want to change the booking, I just want Alamo to reflect the class of car I've booked!

Anyone got any idea how to cut through the endless red tape I see before me please???? How can it be that the VH car booking site doesn't reflect the cars actually offered? Tips anyone???

And so it goes on.... I've now made about 8 or 9 calls, sent 2 emails, been promised a call back/email/call from supervisor. All from pleasant people, none of who do what they say they will or seem able to sort this out! I've now checked the Alamo site, thinking that maybe a fullsize car here is a standard in the US, but no, that's not the case either. So have now written to the managing director of Virgin Holidays and also (and mistakenly!) to Virgin Atlantic airlines...

Very frustrating. It may be unreasonable to say, but it feels like some kind of scam really - charge customers for one class, but book for a lower one...

I've had better weeks. Can you tell?! lol

Hi just been reading all the posts on the vh car hire, and it got me worried as i have booked for vegas in 3 weeks time, booked an offer of an upgrade to next category. so have got paperwork for a full size and same as you on the site says a pontiac g6 or similar and no insurance, as you have not got anywhere in ringing or e-mailing thought we would wait and have it out with the check in when we get there. Let me know how you get on. Regards Mallin

Will do - but I really want to avoid getting into a discussion when we get there, Past experience has shown most car hire staff to be totally disinterested and unwilling/unable to do anything about it, PLUS after a long flight, I prefer not to be getting into it then! Sounds like your booking is showing the same as mine does Mallin.

I tried calling them once more yesterday afternoon - managed to eventually speak to a supervisor who saod he'd look into it, call Alamo and email me back. He said either yesterday or if not, Monday as he is off today. And please not to think he was doing nothing about it if I didn't get a reply until Monday - he was taking ownership of it and could see my booking was indeed for and F2 with insurance.... needless to say, no email yet.....

Only other avenue I haven't now explored in calling flying club. Would calling the premier team be inappropriate, do you think???

I have also e-mailed vh thru their website said they will get back to me within 5 days, so we will see if and when they do, will let you know.Appreciate what your saying about hassle when you get in but if I have to I will v(

The 5-day turned-around of email has come and gone and of course, nothing heard back from them. Also tried calling yet again yesterday - and was told that yes they have a note about a supervisor calling me. Was also told that the contract I have with Virgin is different from Alamo and that I WILL be allocated an F2. I asked how that can be - and why DO they show differently - but the guy kept saying the same thing, over and over. I'm really tempted to cancel the car booking, but could be shooting myself in the foot as no doubt there are 'admin' charges associated with that.

Incidentally, I was just reading another thread about car hire - to do with cc - and the person who posted mentioned calling Virgin holidays, who contacted Alamo and got back to her. So they CAN do it, they CAN get back to the customer. Why don't they? Does anyone else feel as frustrated by this customer non-service as I do. Or is it really just me?????

Rant, rant, rant.....