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★★★★☆

“No smile with this service !”

Written on: 19/03/2012 by lilolil (2 reviews written)

Arriving at Gatwick I followed the signs for Car Rental, then followed a new set of directions. Out the door, down the ramp, turn right,walk about 100 yards to a non-descript building. I went inside to the Avis desk and came face to face with a sour faced woman who hardly spoke a dozen words to me in the time I was there. She went through the booking on her computer, lost the connection, went to her male colleague (who never spoke and had the same expression as her), swiped my credit card, phoned through for a small car to be brought from North Terminal and handed me the keys/paperwork with no change of expression at all. So much for customer service.
Going into the yard, I found my car easily - an almost brand new Fiat Punto. Apart from minor scratches it was very clean and tidy. I asked one of the staff for directions to my B&B, he was not English and was very pleasant to talk to, had a smile on his face and gave perfect directions. What a difference from the office staff !
Driving the car I found that the brakes were far too sharp and the 'fuel saving' cut out at traffic lights, etc., did not always start up again straight away. Otherwise it was perfect for what I needed. I would use Avis again but would advise them to do some training for office staff on how to smile and converse with customers. After all we pay their wages.