An unpleasant situation turned into the most memorable, pleasant experience ever experienced.

I rented a vehicle from Thrifty Car Rental , Feb 3rd and had a issue regarding a holding deposit still not lifted on a previous rental. After several calls to try and resolve the issue, arriving at the rental desk at OR Tambo airport and this was not done yet, I was extremely frustrated and upset. However, the lady at the kiosk (unfortunately I cannot remember her name, although it was given to the HR Department when I spoke to head of the Department), handled the situation extremely professional, not once being hostile and with a smile on her face - turned it around to be one of the most pleasant experiences I ever had at any Thrifty office at any airport in South Africa. Not only that, she upgraded my rental. After contacting the HR Department and informing them of this, a had a call from their offices apologizing for the unpleasant experience at first. I then received another call from Mr Rowan Kellerman, Manager of the OR Tambo Airport branch with a follow-up mail, again apologizing and informed me that he will personally attend to this matter to ensure it does not happen again. He was an absolute pleasure to work with, professional, helpful and had a fantastic sense of humor. Congratulations to Thrifty and in particular, the individuals that made my life easier under difficult circumstances at the time. You ensured that I will most probably stay a client for life. The staff of a company is the "face" of the business and the way they handle difficult situations, make the company stand out among the rest. You have some exceptional staff-members, who make you as a company standout and they are valuable assets to your business. Thank you to those staff-members who went that extra mile and made me believe in "the customer is always first" again! Keep up the good work, staying ahead and being exceptional in the motor rental industry.