Dear (insert name of major American car rental company here)Let's discuss your claim to your business niche on your website.
You claim to offer "fun, friendly service."
I was deposted at a rental office near a (insert name of American city) major airport this past week to pick up my rental. I was in line for over 40 minutes. (Fun, no?) When our shuttle from the airport arrived at 4:50 p.m. (rush hour), there was one agent on duty, who was already helping a customer with a Lengthy Transaction. At 5:30, there were two agents on duty, and yet weirdly the line had not moved (more fun). When I spoke up to mention that those of us in line had been waiting for 40 minutes, I was asked for patience (ummm, perhaps that would have worked 40 minutes ago), then I heard a snippy comment from said agent, who also appeared to be a manager (that must have been the friendly part).
When I was waved up to the counter, the agent was on the phone, and continued to take a phone reservation while I stood there. Meanwhile, two other people behind me in line were waited on (see--fun and friendly).
I was given an upgrade to a full-size car from a compact, which I appreciated, but did not give me back the hour plus I spent standing in a car rental office.
I hope you will pay more attention to providing fun and friendly service to your customers and this location in the future.