****py and unfair service

O.R Tambo International Airport Thrifty Car Rental

I called in (26 April 2018 Thursday evening) to book a mini bus for Friday morning 7am (27 April 2018), my booking was confirmed but I directed to come the same day (26th Thursday evening) to secure the car. I went to the airport (arrived at 7:30pm) to find a long queue (which I totally understand). I queued until around 10:30pm and when I got to the counter I was informed that there are plenty of busses I shouldn't even have wasted my time waiting that long so to save time rather I return the following day (27 April 2018 @7am) just before the pick up to pay and go (I totally understood because I could see the queue was long). On arrival the following morning at 7:30am I'm informed that cars are still at the depot and the depot only opens at 8am (yet again I understood). I went for breakfast and returned around 9:20am at this point my trip is running 2 hours late yet again to be informed that the car is only leaving the depot.

What type of disorganized service is this? To an extent it makes so much sense why companies like Avis have such long queues. This is the first time I'm using Thrifty and I doubt I will again.

If it so happens that the customer is late to drop off a vehicle later than scheduled without debate we will be charged extra yet when we are being wronged its just a mumbled apology and no one can do anything about it.