Business Traveller (Asia-Pacific) - - INBOX YOUR LETTERS -

Thank you for your email and the op­por­tu­nity to in­ves­ti­gate Mr Gee’s rental on be­half of Thrifty. The tolls on Mr Gee’s route are cash­less, mean­ing that the toll author­ity does not pro­vide a way for drivers to pay with cash. The toll author­ity takes a pic­ture of the li­cence plate while the ve­hi­cle is be­ing driven on the toll road and sends the toll cost to the owner of the ve­hi­cle (in this case Thrifty). It may take a month or more for the toll author­ity to send the toll cost to the ve­hi­cle’s owner.

The rental agent who pro­cessed Mr Gee’s rental is a tenured em­ployee who knows the toll process and the Thrifty toll pass pack­age very well. Af­ter the agent re­viewed this rental with Mr Gee, she did not think it was in his best in­ter­est to add the Thrifty toll pass pack­age to his rental due to the small amount of tolls on his route, the cost per day for the toll pass and the length of the rental. If the Thrifty toll pass pack­age is not used then the Thrifty ad­min­is­tra­tion fee of US$15 per toll up to a max­i­mum of US$90 per rental ap­plies. Had he used the Thrifty toll pass pack­age his charges would have been US$138.47 plus tax in­stead of US$96.77.

Our cus­tomer ser­vice agents are trained to ad­vise cus­tomers of their toll pay­ment cost op­tions and th­ese are also high­lighted in the rental agree­ment that Mr Gee signed. We apol­o­gise that ac­cord­ing to Mr Gee’s let­ter he was not aware of the ad­min­is­tra­tive fees for the tolls. As a good­will ges­ture, we have is­sued a full re­fund of the toll ad­min­is­tra­tive fee of US$90.

Once the toll costs are re­ceived, Thrifty Pro­cess­ing Ser­vices links each cost in­curred to the cor­rect renter of the rental ve­hi­cle, and then mails a no­tice let­ter to the renter at the home ad­dress pro­vided on the rental con­tract (hence the ad­min­is­tra­tive fee). This let­ter ad­vises the renter of the tolls in­curred and the amount that will be charged on the credit card that the renter pro­vided for the rental in­ci­den­tals. The let­ter that was sent to Mr Gee’s home ad­dress was mailed from Thrifty Pro­cess­ing Ser­vices in Ari­zona to Aus­tralia, so that may have been the rea­son why he did not re­ceive it prior to his credit card be­ing billed.

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