I booked a Hertz rental car through Southwest Airlines alongside my flight into John Wayne Airport. However, after arriving and waiting at the airport Hertz counter, I discovered the reservation was actually for a nearby off-airport location about 1.5 miles away, with no shuttle service.
After walking there, I learned the location has very limited hours (8–5, Monday to Friday) and no after-hours key drop, which makes returning the car nearly impossible given my flight schedule.
I felt misled and frustrated, and Hertz was not helpful in resolving the issue. I’m wondering whether Southwest bears any responsibility for arranging a rental without clearly disclosing these conditions. Changing my flight timing just to return the car would cost an additional $240.
0