We don’t rent cars all that often anymore.
Over the years, we’ve become much more comfortable taking public transportation to and from the airport in major cities like New York and Chicago, and then using Uber, Lyft, taxis or local transit to get around once we’re there. These days, we usually only rent a car when we’re going somewhere public transportation really isn’t an option, like when we flew to Charlotte and then drove to South of the Border.
That’s what makes it so maddening when you show up at the rental car counter, reservation in hand, only to find out there are no cars available.
None. Zip. Nada.
I understand the concept of overbooking because airlines do it all the time. Hotels do it too, although usually less often. Rental car companies clearly count on some people not showing up, some returning cars late, and everything somehow balancing out in the end. The problem is that sometimes it doesn’t, and that’s when you’re left standing there wondering how this is even possible.
And yes, it’s basically this:
The frustrating part is that the joke works because it’s true. You can reserve the car, show up on time, and do everything right and still be standing there with no vehicle.
The explanation, at least from the rental companies’ point of view, is that they’re working with a constantly moving inventory. People return cars late. Flights get delayed. Busy weekends, local events, bad weather and irregular operations can throw everything off. In recent years, rental fleets have also been managed more tightly than before, which means there’s often less slack in the system when something goes wrong.
That still doesn’t help much when you’re the one at the counter.
What To Do If It Happens To You
The first thing is figuring out how urgent your situation is. If you need to be somewhere right away, like a wedding, graduation, cruise port or anything else with a hard deadline, then this may not be the time to make a point. It may be time to solve the problem first and argue about the money later. That could mean booking with another company, taking a rideshare, or paying for another option just to keep your plans intact.
But if you have a little flexibility, there are some things worth keeping in mind.
- Let the staff know what you actually need. Be upfront about what will and won’t work. Would you take a bigger car? A smaller one? Do you need room for luggage? If you’re traveling with four adults and bags, getting handed the keys to a compact car probably isn’t a real solution. We’ve been very clear in those moments about what we could accept and what would only create another problem.
- Be friendly. This really matters. The people working the desk or garage usually aren’t the ones who created the shortage. They’re just the ones dealing with the fallout. Being “that person” at the counter might feel satisfying for about ten seconds, but it’s usually not the best strategy if you actually want help.
- Be flexible. If they don’t have the car class you reserved, ask what they do have. Sometimes the answer is a larger vehicle at the same price. Sometimes it’s a different type of car entirely. Sometimes they may be able to get you into something now and let you exchange it later. If the alternative gets you on the road, it may be worth considering.
- Be patient. You can’t magically make a car appear in the garage, and neither can they. If you’ve decided to wait it out, then settle in and give them time to work through the situation. This was how we found out why there were no cars available in Phoenix during one of our trips. It turned out to be Parents’ Weekend at several nearby colleges, and every one of those parents needed a rental car. Even with staff making multiple trips a day to bring in vehicles from other locations, they still couldn’t keep up with demand.
- Check other options if you need to move on. If waiting isn’t going to work, check other rental agencies or transportation options. You may even be able to get the original company to cover part of the difference, but that’s not guaranteed. If getting where you need to go is the priority, it may be worth solving the problem first and worrying about reimbursement later.
What Happened To Us
We’ve had this happen more than once, and both times it worked out—but only because we were willing to roll with it.
The first time, we waited about 20 minutes before an agent walked over and handed us a set of keys. She asked if we’d be OK taking a Jeep Cherokee instead of the mid-size car we reserved. That was an easy yes, especially since we were in town for what I still call the “Jeep-boree” (Note from Sharon: it’s the Great Smoky Mountain Jeep Invasion).
The other time was in Phoenix, where no cars were available when we arrived. We waited in the garage for about 20 to 30 minutes while the staff worked through options. Eventually, a manager approached us, thanked us for our patience, and asked if we would be OK taking a Dodge Charger, which they categorized as a mid-size.
It’s not something I would have paid extra for, but I wasn’t about to turn it down either. It actually made for a pretty fun drive through Arizona and beyond, although I had to keep a closer eye on the speedometer than usual.
Final Thoughts
It’s clear that overbooked rental car agencies are a thing, just like overbooked planes and oversold hotels. The difference is that, unlike airlines, there’s no standardized compensation if a rental company can’t fulfill your reservation.
Knowing that this can happen, the best thing you can do is be prepared. Have a backup plan, understand your options, and work with the staff to find a solution. Staying calm and flexible won’t guarantee a perfect outcome, but it will usually get you on the road faster than making the situation more stressful than it already is.
Want to comment on this post? Great! Read this first to help ensure it gets approved.
Want to sponsor a post, write something for Your Mileage May Vary, or put ads on our site? Click here for more info.
Like this post? Please share it! We have plenty more just like it and would love it if you decided to hang around and sign up to get emailed notifications of when we post.
Whether you’ve read our articles before or this is the first time you’re stopping by, we’re really glad you’re here and hope you come back to visit again!
This post first appeared on Your Mileage May Vary
3 comments
During a brief visit to Orlando this past December I encountered a giant line at MCO and almost no cars. My name was not on the board even though I have status and checked in the night before. I may or may not have found the very last of the vehicles in the elite area with keys inside and just jumped in and drove off, hoping that they would let me out. Everything worked out but waiting starting at midnight would have meant a wait of several hours at a minimum.
This is good information. But I would like to check when they offer you a different car especially that cost more, do you pay the difference or is the price kept at what you rented. Like you rented a compact and they only have a full size, do you still pay the compact or full size car price? Thank you!
In my experience, if they’re offering you a different car class because they’re out of cars, you’ll only pay for the car you booked. That’s what happened to us. But I guess they could try to charge more but then you could say no.