Unwillingness to delight customer

<p>I hired a car (polo group B) via travelstart. When I collected my car from Thrifty CT Airport I discovered the polo hatch only comes with two rear seatbelts. I'm traveling with 3 children so I need 3 proper seatbelts. I was then given an Etios but that has 2 full seat belts and one lap belt. I will not have one of my small children in a lap belt! I need 3 full safety approved seat belts.</p> <p>Liezel at your CT airport office said if I want 3 seatbelts I need to pay more. I'm shocked! No where on your website or tripadvisors website does it mention the car (or class) doesn't come with 3 full seat belts!! And now I am penalized for having 3 children and must pay more to keep them safe. That's absolutely ludicrous!</p> <p>And the fact that Thrifty and the manager Liesel are not willing to give me a car that will keep my 3 children safe, as opposed to keeping 2 safe is unbelievable.</p> <p>The goodwill that would be created had the manager stepped up and sorted the situation efficiently would have been tremendous. Instead I'm left angry and annoyed at the time wasted trying to get this sorted and the unwillingness of your management to be helpful and use initiative in the best interests of the company.</p> <p>Rest assured I will never book with Thrifty again and I will advise all my friends and family to use one of the many other car hire companies. Purely based on the unwillingness to step up and delight a customer. For R280 xtra I have wasted an hour of my time and my family from London who are standing at their Thrifty car with a 2 year old waiting for me!!!</p> <p>I've finally left in tears. The manager decided the R280 difference was ok and I didn't have to pay - after a very long phone call to head office. </p> <p> </p> <p>Sadly this experience has left a very bad taste in my mouth.</p> <p> </p> <p> </p>