Author Topic: Noach-sixt car Sukkos cancellation  (Read 485 times)

Offline sb5917

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Noach-sixt car Sukkos cancellation
« on: September 18, 2022, 09:04:33 PM »
Hi *****

Important notice regarding your Sixt car rental reservation number *****7* for September 29th
To our great regret and to our big surprise, although this booking was confirmed a long time ago by Sixt, they now informed us that due to a malfunction in their system, they approved many orders for 9-seater vehicles far beyond their ability to deliver and therefore they are forced to cancel your reservation (as well as many other reservations).
We tried in every way to fight against that we said they should stand behind the commitment of the approved order or alternatively finance another alternative option out of their pockets as will be expected but unfortunately in spite of everything, they are not cooperating, and in a laconic manner they announce that there will be no 9-seater vehicle to provide. (Maybe it will be possible to approve a 7-seater).

We certainly understand that this is unprofessional behavior on their part and against the sadness for you. We really tried everything possible from our end, these messages on their part caught us off guard for such a scenario.
We really apologize for that, we didn't have such a precedent so we didn't think such could happen.
We again super apologize for the inconvenience! We totally understand and feel very bad about this situation! Still in truck and trying to think how/if we can avoid this from happening in the future.

The possible options at this late stage, when all the other companies do not have any 9 seater availability for these dates any more are: either to try for a 7-seater vehicle could this be a solution?
OR to book two 5-seater cars.

We hope you understand our inconvenient and unpleasant position.
Waiting to hear from you
_______________________________
NoachCar.co.il CAR RENTAL AGENCY
 Israel# 0722-777-200 / 1700-700-283
 US# 2129015205 UK# 02038680276
« Last Edit: September 18, 2022, 09:11:49 PM by sb5917 »

Offline jj1000

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Re: Noach-sixt car Sukkos cancellation
« Reply #1 on: September 18, 2022, 09:15:59 PM »
OUCH!
See my 5 step program to your left <--

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Offline milechazzer

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Re: Noach-sixt car Sukkos cancellation
« Reply #2 on: September 19, 2022, 12:41:42 AM »
Hi *****

Important notice regarding your Sixt car rental reservation number *****7* for September 29th
To our great regret and to our big surprise, although this booking was confirmed a long time ago by Sixt, they now informed us that due to a malfunction in their system, they approved many orders for 9-seater vehicles far beyond their ability to deliver and therefore they are forced to cancel your reservation (as well as many other reservations).

We tried in every way to fight against that we said they should stand behind the commitment of the approved order or alternatively finance another alternative option out of their pockets as will be expected but unfortunately in spite of everything, they are not cooperating, and in a laconic manner they announce that there will be no 9-seater vehicle to provide. (Maybe it will be possible to approve a 7-seater).

We certainly understand that this is unprofessional behavior on their part and against the sadness for you. We really tried everything possible from our end, these messages on their part caught us off guard for such a scenario.
We really apologize for that, we didn't have such a precedent so we didn't think such could happen.
We again super apologize for the inconvenience! We totally understand and feel very bad about this situation! Still in truck and trying to think how/if we can avoid this from happening in the future.

The possible options at this late stage, when all the other companies do not have any 9 seater availability for these dates any more are: either to try for a 7-seater vehicle could this be a solution?
OR to book two 5-seater cars.

We hope you understand our inconvenient and unpleasant position.
Waiting to hear from you
_______________________________
NoachCar.co.il CAR RENTAL AGENCY
 Israel# 0722-777-200 / 1700-700-283
 US# 2129015205 UK# 02038680276


I received the same message from NoachCar (I wonder how many of these they sent out).

The message includes a lot of apologies and finger-pointing, but practically no commitment to their customers they they are leaving "high and dry".  (They allude to alternative vehicles that may be available, but they still haven't responded to requests for additional information regarding the available options.)

IMHO, the real value in booking with "a NoachCar" (similar to a travel agent) is the expectation that they'll have your back in the unfortunate event that something goes wrong. 

By shrugging off responsibility for cancelled reservations and not offering real solutions, the message they seem to be sending is that they're not really committed to their customers in any meaningful way. 

Offline LongTimeLurker

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Re: Noach-sixt car Sukkos cancellation
« Reply #3 on: September 19, 2022, 06:46:21 AM »
I received the same message from NoachCar (I wonder how many of these they sent out).

The message includes a lot of apologies and finger-pointing, but practically no commitment to their customers they they are leaving "high and dry".  (They allude to alternative vehicles that may be available, but they still haven't responded to requests for additional information regarding the available options.)

IMHO, the real value in booking with "a NoachCar" (similar to a travel agent) is the expectation that they'll have your back in the unfortunate event that something goes wrong. 

By shrugging off responsibility for cancelled reservations and not offering real solutions, the message they seem to be sending is that they're not really committed to their customers in any meaningful way.

What do you expect them to do? There are finite amount of 9 people cars in Israel, and clearly they are all booked and this is an overbooking. It's not like they can get just some cars over from Jordan or Egypt (though that would be pretty cool).

They can offer you a refund, maybe a credit on the booking, but not sure where these cars are going to come from

Offline shmooz

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Re: Noach-sixt car Sukkos cancellation
« Reply #4 on: September 19, 2022, 08:15:03 AM »
What do you expect them to do? There are finite amount of 9 people cars in Israel, and clearly they are all booked and this is an overbooking. It's not like they can get just some cars over from Jordan or Egypt (though that would be pretty cool).

They can offer you a refund, maybe a credit on the booking, but not sure where these cars are going to come from

+1 this is a broker, not a rental agency, like when an airline cancels and you booked through a travel agent, a good agent works with the airline to find some solution but isn't expected to supply another ticket himself.

Offline milechazzer

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Re: Noach-sixt car Sukkos cancellation
« Reply #5 on: September 19, 2022, 09:22:35 AM »
NoachCar is a company that earns a profit by your reliance on them to secure a reservation.  If they are not reliable, then they are virtually worthless, and the lesson would be to make sure that you book alternatives and "fallback options" at the same time that you book with NoachCar, since there's no guarantee behind their bookings.

The reality is that we've all seen/experienced circumstances similar to this from time to time, where something goes wrong, and a reservation goes missing, supply doesn't meet anticipated demand, or there may have been something misquoted. Regardless of the exact fact pattern, when a company doesn't meet it's obligation that it made to the customer, there are generally two things expected - Acceptance of responsibility, and some offer of assistance to benefit the customer or at least offset the customer's loss. 

NoachCar was clearly responsible for making sure that there were actual confirmed reservations when they committed to do so for their customers, and they may even be reasonably held responsible for not anticipating an issue such as this when they were making a significant number of reservations for large vehicles.  Instead of really apologizing, they seem to be going out of their way to avoid accepting any responsibility. I guess the most important thing may be that this shouldn't cost them anything...

NoachCar has not offered any assistance (possibly because they maintain it's just "not their fault"). I've requested information about alternative rental options, smaller vehicles, etc. several times already (and it certainly would not be unreasonable to expect some some small form compensation or discount in light of the circumstances), but I still definitely haven't gotten a response - not even assistance with booking a new reservation for a smaller vehicle.  Clearly this is information that they can and should have provided immediately when they sent the cancellation email. Unless we are still in the "ice age" of customer service, NoachCar clearly doesn't get it.....
« Last Edit: September 19, 2022, 10:02:00 AM by milechazzer »

Online moko

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Re: Noach-sixt car Sukkos cancellation
« Reply #6 on: September 19, 2022, 09:44:50 AM »
NoachCar is a company that earns a profit by your reliance on them to secure a reservation.  If they are not reliable, then they are virtually worthless, and the lesson would be to make sure that you book alternatives and "fallback options" at the same time that you book with NoachCar, since there's no guarantee behind their bookings.

The reality is that we've all seen/experienced circumstances similar to this from time to time, where something goes wrong, and a reservation goes missing, supply doesn't meet anticipate demand, or there may have been something misquoted. Regardless of the exact fact pattern, when a company doesn't meet it's obligation that it made to the customer, there are generally two things expected - Acceptance of responsibility, and some offer of assistance to benefit the customer. 

NoachCar was clearly responsible for making sure that there were actual confirmed reservations when they committed to do so for their customers, and they may even be reasonably held responsible for not anticipating an issue such as this when they were making a significant number of reservations for large vehicles.  Instead of really apologizing, they seem to be going out of their way to avoid accepting any responsibility. I guess the most important thing may be that this shouldn't cost them anything...

NoachCar has not offered any assistance (possibly because they maintain it's just "not their fault"). I've requested information about alternative rental options, smaller vehicles, etc. several times already (and it certainly would not be unreasonable to expect some some small form compensation or discount in light of the circumstances), but I still definitely haven't gotten a response - not even assistance with booking a new reservation for a smaller vehicle.  Clearly this is information that they can and should have provided immediately when they sent the cancellation email. Unless we are still in the "ice age" of customer service, NoachCar clearly doesn't get it.....
@NoachCar-Israel

Offline jj1000

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Re: Noach-sixt car Sukkos cancellation
« Reply #7 on: September 19, 2022, 09:57:49 AM »
See my 5 step program to your left <--

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Offline Abebee

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Re: Noach-sixt car Sukkos cancellation
« Reply #8 on: September 19, 2022, 10:19:24 AM »
The lesson would be to make sure that you book alternatives and "fallback options" at the same time that you book with NoachCar, since there's no guarantee behind their bookings.
I am guilty myself, but I wonder if this helps fuel the shortage.

Offline shmooz

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Re: Noach-sixt car Sukkos cancellation
« Reply #9 on: September 19, 2022, 11:12:09 AM »
I've had good service from noach when there have been issues with how the rental agency charged me, go try to get in touch on your own, the rental agencies don't respond.
Backup in today's age is probably a good idea.

Offline whacked1

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Re: Noach-sixt car Sukkos cancellation
« Reply #10 on: September 19, 2022, 01:40:11 PM »
Unless we are still in the "ice age" of customer service, NoachCar clearly doesn't get it.....
Not at all my experience when I visited during the summer.