Budget Car & Truck Rental

Very unclear signage on car return and unfriendly staff. I understand Saint John airport is a small airport and service could be limited. But clear signage is important for people, especially for first timer. I rented a car from Halifax a week ago and returned back to Saint John airport this morning. It was my first time to come to Saint John and I had no idea about the layout of the airport. All I saw was one sign sales “car rental parking”, but no information about what to do after park your car. No sign/direction about where the budget counter/staff is located. I had to call the customer service line from my Budget App. And I got linked to central reservations. After answered a few auto recorded questions, I finally spoke with one agent. I explained my situation and asked her where I should return my car to. She thought I wanted to change my car rental location to Saint John airport. I had to explain my question three times and then I was told I had to contact the Saint John airport counter directly. But luckily she gave me the phone number. I called the number and was told just park my car and come to the counter inside the terminal. I went in and the agent, her name is Elaine, was there to help me. She was cold and unfriendly. She asked the common questions such as how was your trip? Did you fill up the gas? May I see the receipt? Do you have the odometer? But when I told her I had a trouble on return my car, there was no response. And when she asked me about the odometer, I didn’t answer right away because I need to look at the paper I wrote down on, she was very impatient and asked again with a colder tone. And at the end, she said have a nice day without a smile. She is not rude but definitely unfriendly. I feel like I was troubling her because I need to return my car! In short, two things: 1) a clear instruction on car rental procedure is necessary, especially for a small airport. The instruction can be posted with signage such as “park your car, write down odometers, and see us in the terminal”, stayed in the App next to the return location, or just be notified on the time of pick up ththe car (from other location); 2) a friendly staff with a more welcoming attitude can really help the situation. I rented the car for a week and I had a pleasant time. It is such a pity that my experience with Budget got ruined at the last step.

Friendly staff, fast service, clean car in and out, free upgrade ... No complaints.

Good car good service