National Car Rental review: gso customer service unethical behavior at greensboro airport

-Date of incident: Feb 18, 2020
-Client number: [protected]
-Confirmation number: [protected]

Last week upon arrival to Greensboro, N.C. a National customer and myself were subject to discrimination by a customer service representative at the airport.
I booked a car and when I arrived to the National booth at the pick up area to show my credit card and license, there was a lady (Claire Melchiade) crying & complaining to the customer service representative because she had a family emergency and needed to urgently rent a car a drive home but a woman from the National booth inside the airport refused to rent her a car because she heard her speaking Spanish with her husband despite of the fact that the client showed 2 confirmed reservations through Expedia who confirmed that there were available cars at that time.
The customer went to the booth outside (where I was waiting) and when I heard the emergency situation I offered her to take the car I booked instead so while we were in the process of switching the reservation under her name, the same woman from the counter inside showed up at the booth where we were changing the paperwork and when her colleague explained the situation, she turned to me and told me that in that case she was canceling my reservation too and there was no car for me anymore because at the end National reserves the right to rent the cars.
We tried several times to contact the Branch Manager on his mobile phone (Luke Harris) without success.
Long story short the police arrived but there was nothing we can do to get a car that day based on the policy of National reserving the rights to rent the cars.
The reason I'm writing this complaint is because I'm a long time National customer and everywhere I go, I usually receive great service. It was extremely disappointing to go through this situation where service is denied because of a National employee having issues with Spanish speaking customers which makes me feel extremely offended.
I don't have the name of the woman but I took some pictures and I really hope someone can do something about because such a rude, insensitive, complete devoid of common sense & racist employee, doesn't represent the customer satisfaction focus & support mindset I've experienced in the past renting cars with National everywhere I go. In all honesty, shame on Luke Harris for having such a unprofessional employee and/or whomever who hired this woman.

At the end, I took a shuttle to my hotel and return to the airport the following day to rent a car Hertz for the first time (great service by the way) and the lady with the personal emergency ended up without a car, calling her sister (leaving in Raleigh) to pick her up.
Absolutely ridiculous.

I hope this note will reach to someone who can take some action, but most important, someone who can understand that customers are important and situations like this are completely unacceptable.

Thank you.
Berenice Quevedo

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