Talk to Us | Car Rental Customer Service | First Car Rental

Letter of the Month

  • 18 April 2017

    Dear First Car Rental

    I would like to give some feedback on the service I received from Michelle Stephenson at the First Car Rental Southbroom office.

    Having rented a car in Durban and driven it to Southbroom for the Easter weekend, I managed to lose the key on the beach. It must have been a major inconvenience to Michelle to be called out on Saturday to assist.

    She ended up having to call in a tow truck to move the car into her yard. She did it with a big smile and great enthusiasm. She went completely above and beyond.

    Thanks to her, it all ended well and I was given another car to take back to the airport.

    I want to thank her very much indeed, and say that I intend on using and recommending your office in the future.

    Alex Andersson - Energy Group

First Car Rental Customer Services Charter

In performing our duties we will:

  1. Act honestly, ethically and professionally.
  2. Be polite, courteous and helpful.
  3. Be transparent with our processes and procedures.
  4. Communicate clearly and in plain language.
  5. Respond promptly to requests for service, advice or information.
  6. To the best of our knowledge, provide complete, accurate and current advice or information.
  7. Endeavour to achieve the highest standards in the work we produce and the vehicles we provide.
  8. Inform you promptly of decisions that will affect you.
  9. Provide you with an opportunity to compliment or complain.
  10. Apply relevant legislation, policy and procedures impartially and consistently.
  11. Respect your privacy and the confidentiality of information provided.
  12. Respond to correspondence promptly and handle telephone and personal inquiries immediately to a successful resolution timeframe on average of 1.86 days.

First in Car Hire. First in Service.