Poor closing times communicated

A few days ago, I booked a hire car from Woodford Car hire. I intended for pick up the motor vehicle from Hatfield (PTA) at 5pm.

My incoming travel from KZN to Park Station was running late and when I arrived in JHB at 17:30 I immediately phoned Woodford Hatfield to inform them (just a small courtesy). This was when I found out that the branch closes at 6pm. As I was enroute but unsure if I could be there be 6pm, I asked if the booking could be changed to another branch which was open later. I was told this could not be done. I rerouted to ORTIA and had to pay an additional fee for collection there.

My frustration sits with the fact that I was not aware that the Hatfield branch closes at 6pm. At no point on the Woodford landing page are the times indicated (only if you drill down to the Hatfield Contact Us information). Furthermore, you can also make an online booking for a 6pm pick up, which is strange, as that is when the branch closes (so don't be a few minutes late).

Importantly there is no indication of a closing time on the emailed booking confirmation either. I had a time dependent event to attend in Gauteng which was missed – not to mention the additional Gautrain travel costs and time.

Whilst I acknowledge that I was late, I made contact and tried to change the booking. However, companies can also assist by being explicit about closing times and providing this information on one’s confirmed booking form – after all, is a confirmation form that not supposed to contain all information pertinent to your booking?

Sadly, engaging with Woodford car Hire’s customer service has provided no satisfaction – so NO Niveshin, your revert does NOT “adequately attend to my query”.

I will simply be using another Car Hire company going forward…