Disgruntled and Dismayed; Thrifty Car Rentals, Cape Town International Airport

I am disgruntled, dismayed and utterly disappointed by Thrifty Car Rentals, Cape Town International Airport branch. My sister did a booking for an 8 seater (Nissan NV200) 3 weeks ago with clear specifications that we were going to crossboarders to Swaziland. On Friday, 29 October she went to pick up and pay for the vehicle at around 17.45pm and was told after payment was processed sthat there were no vehicles. She received a light apology, and was threatened to be escorted when she shared her frustration as to why had they not been prepared for her booking which they knew 3 weeks ago. She spent 3 hours at the Branch waiting for a Supervisor by the name of Nishaat who had walked out/off to speak to what she later claimed were other branches and depot manager. My sister made contact for me to come assist her at the airport. I drove 14KMs to find her still waiting and Nishaat was nowhere to be found. Eventually, Nishaat had recollected herself and came back - I shared my frustrations and I was told they are trying as best as they could. I requested to speak to the Branch Manager, Liesel Pope, who was on leave and refused to take phone calls. After 4 hours of waiting with no remorseful approach to calm us down, tempers flared between Thrifty Car Rental staff and ourselves. They pressed the panic button for Police Attendance. Thrifty Car rental requested that we be escorted off the premises. Luckily, the Police were open for discussion. After realization that we were wronged, they refused to Escort us out. 5 hours later, the Branch Manager, Liesel Pope was ready to speak to us over the phone. Another light apology accompanied by an authoritative approach that she was offering us a 14 seater and there's nothing else she could do. We turned down the 14 seater as it was going to be heavy on the fuel and drivers were not willing. Leisel Pope was not having it - not having our turn down to her offer and refused to continue on the call. They gathered and eventually offered us an 8 seater with no authorized papers to crossboard but an agreement that they would exchange the car along the route. We accepted the offer and left the Facility with a VW TDI Combi. My family left home at 3.30am to start their long drive to their destination. Attempts to exchange the vehicle were made however Thrifty Car Rentals failed to have persons at the agreed destinations arrive before my family. They was no one at Garden Route nor at Bloemfontein as agreed upon based on prior communication. They continued to drive as they had a target for when they'd like to reach their destination. I received a call from my mother who was in the car with our family, communicating that the car had not been exchanged and that there were 4 hours away from their destination. I made a phone call to the Branch and was told they are trying as much as they can. I eventually drove another 14KMs to the airport only to be told that my family was supposed to drive to JHB exchange a car. I told Nishaat that my family will not drive to a destination not in line with their route to accommodate their failures. I spend another 4 hours at the airport trying to find a solution. They contacted the Branch Manager who had last worked on query yesterday. No attempt to find out if my family was safe or whether they were sorted. She requested that Police be called in to escort me off the building as I was not the one who made a booking. I requested my sister to send me an email confirming representation on her behalf. After 5 hours, the Cape Town International Airport SAPS Station Commander was broad down to handle the matter. By this time my family was stuck outside Swaziland Board gates due to a non authorized vehicle to cross the boarder gate. The station commander requested a solution as this was a fault from Thrifty Car Rentals. The Branch Manager, Liesel Pope, told us all that the boarder gate was closed at 6pm already. She was arguing that my family was already late. The station commander corrected her with the times and that the gate closes at 10pm and asked for a solution. Leisel Pope clearly told her staff that my Family were not to be provided with accommodation and that should anything happen to the vehicle, we will be held accountable for it. The station commander advised that I leave the building as he could see that their plan was not to take any responsibility but prompt me to lose my temper so they could have me arrested. He advised that we open a Civil Case against the company. My family made arrange in Peit Reteif and paid for accommodation. At this point, my mother, who is a Depression patient had gone into mental state. I am terribly pained that we received such terrible treatment after paying R12 000 for a vehicle. We are on our way to perform a traditional thanks giving for our late father. I am appalled