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American Airlines

2.1 (18 reviews)
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Hertz Lexington Bluegrass Field Airport

Hertz Lexington Bluegrass Field Airport

1.6(12 reviews)
4.6 mi

Booked a small SUV AWD at this Hertz location for my trip…read more My flight was delayed so it was 15 minutes before closing time for the location. Even though I had called Hertz corporate number and they said if your flight is delayed they'll wait for you up to 2 hours after the location closes. When I got there the customer rep said I was going to close up when it's closing time, so we were extremely lucky flight wasn't delayed any longer. First bad sign. I took the car that was given to me without asking whether it was AWD because it was late, I just assumed I got what I booked. I got Kia NIRO, later found out KIA NIRO models don't have AWD. Called Hertz and just got gaslighted by the rep on the phone for why I wasn't given a AWD: 1. i was given class B3, that's not AWD. OK that's your corporate lingo, how do I know what's B3 means. On my reservation I booked small SUV AWD 2. she started listing all the models that would be AWD, ok sure those are not the models that I got. I don't know much about cars models and features, why are you telling me this and how is this useful to me 3. just long back and forth of me telling her I booked AWD and was not given a AWD and she not giving a straight answer of why I wasn't given a AWD 4. I asked to talk to her supervisor and then was put on hold or she just went completely silent and never heard from her again. I hung up after 5 minutes of silence Terrible customer service The airbnb cabin I booked said they highly recommend a AWD to go up a steep driveway that's paved but sometimes could be really muddy or icy, and some of the days for the trip were very cold and wet. We did make it most of the way to the cabin but couldn't go all the way. Oh yes, return was also confusing. There were no more Hertz spots left in the rental car lot and I had no idea where I could park. It was 4:30AM and no employees around. One of the other Hertz customers returning parked on a spot that had those zebra lines close to the Hertz area so I just copied because I don't know where else I could go. Glad it worked out. Another customer was returning after me and she also circled around forever.

Extremely rude staff. Had an issue with not being able to reserve the car once I reached the desk…read more The process was squeaky clean online and I expected no problems according to the website. Anything I should've prepared beforehand should have been relayed to me somehow, but it was not. I needed the car to return home that day, but due to the inflexibility of the staff and their downright refusal to help my situation in the slightest, I walked out of there without a car stranded for multiple days. If you're looking for a sure thing, look somewhere else.

American Airlines - airlines - Updated May 2026

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