Late but not in ernest

On Old years eve morning, a friend needed to travel from Grahamstown to Port Elizabeth to catch a flight to Johannesburg. He booked a car, the day before, for collection in Grahamstown at 10am. Heeded to be at PE airport by 12midday for his flight at 1pm. He was told there was only an expensive class of car, which he booked as he needed to get to the airport. However on the day, after arriving at the Avis office at 10am to collect the car, there was no sales assistant to provide him with the car. The Avis office is shared with a travel agent. The travel agent told us he had gone to fill up a car with petrol and would be back in 10 minutes. So got some coffee at Wimpy and waited. At 10:15 there was still no sign of an assistant. At 10:30 the travel agent phoned the sales assistant to come to the office. 10:40 am the sales assistant FINALLY arrived, didn't apologise for being late, and when checking the computer informed us that the car my friend had booked wasn't in Grahamstown but still en route from PE. The sales assistant said he only had a cheaper class of car available but that wasn't what was booked. To which my friend pointed out he only booked the expensive class because he was told that was all that was available. Finally at 10:50am my friend finally was handed a set of keys to a cheap class car. Thankfully my friend's flight was running late. Another example of shocking and unreliable customer service from Avis.