Robot-like response, lack of customer service, no human touch

Hi Avis

I am devastated by your attitude and lack of customer service.

I booked a car, refernece ********** 6ZA5, using Avios and my credit card as a copayment. My plan as I was going to arrive in Cape Town, was to add my mother, as a second driver.

My 9 month old baby fell ill last week and my plans had to change so instead of flying down on Friday with my parents, I flew down on Saturday. I called BA, Avios and Avis and was referred to the branch at the airport in Cape Town, where I was going to collect the car and they said I could go to a JHB branch, explain the situation, give my credit card for the deposit, add my mom as a driver so that she could collect and have the car on Friday. She would have shown her drivers in person there.

They said that was not possible.

I then asked if they could keep the car in a bay for me (considering it is already booked and paid for) and I could collect it on Saturday as I land.

Again, they said this is not possible.

I tried to move the booking to Saturday and again, they said this was not possible.

I even offered to pay in if that is what was needed, but no one will help me logically with this dilemma and personal unforeseen circumstances I am faced with.

Sometimes we need to maintain a human aspect in this world of technology and be able to logically resolve problems.

I am devastated by your robot like response.

Amy Prinsloo