Hertz Lille Railways station

TO AVOID - HERTZ DOESN'T CARE. Terrible experience, I wish we didn't have to put a star at all. We booked online and received a confirmation email, however when we arrived the office was closed (during bank holiday - on 14 July) which was not mentioned at all in the email (you could even do an online checkin to save time on arrival). We were aware of the bank holiday as it was difficult to book with other car rentals but no issue with Hertz. As we were not the only ones with that issue on that day all other car rental companies around were fully booked and we had to spend the night in Lille, booked a car the next day (not with Hertz obviously) and didn't get to see our family as planned (after 4 months due to covid - we live in London). We have sent an email to Hertz explaining everything and asking for compensation (a lot of extra cost were involved) but so far after almost 3 months we haven't heard from anyone. The most upsetting part is that they are aware of the IT issue and they know they disappoint many people as on our way back to Lille we stopped by to explain and ask for contact details of customer service. The person we talked to seemed to be aware of the problem...do you think they would at least send an email to apologise...no....I work in the travel industry and this is not customer service! You make a mistake that affects your customers you apologise, try to fix it (we called different number that day and nobody was able to help us and find a solution or even offer to pay for the overnight) or you compensate! We missed on a lot that day, we had approximately £300 of extra cost (phone bills, hotel, extra cost for the car we booked last minute for the next day, and also not seeing part of our family...no price on that unfortunately). HERTZ DOESN'T CARE.

Long queues, arriving at 10:50 for a reservation at 11:00 and cars are not ready...same situation for 3 other customers...so we just have to wait dome more, instead of already starting their paper heavy process to try to gain some time. It might be good to have a look next door at Sixt where Hertz has much to learn on client service: - friendlyness when welcoming customers: sorry to keep you waiting instead of « next! » - digital process where there is no need to write all your information again and sign 3 paper copies... But I guess it’s hopeless

Catherine is the best! Friendly and helpful. Do not make a pick up reservation between 12h and 14h. No one will be there to accept you. 🇫🇷

Good service for gold membership. Hertz is a bit on costly part of the scale though.. so far I was treated well by the staff no issues there..

Very friendly and helpful staff.