Our recent experience renting a car from Avis at Lihue Airport (LIH) was incredibly frustrating due to inadequate staffing and vehicles that were not up to par. We encountered extremely long wait times and, to our dismay, found a live cockroach inside the car we finally received, highlighting a significant cleanliness issue.
The Agonizing Wait at Lihue Airport
Upon arriving at Lihue Airport, the excitement of our trip began to wane as we approached the Avis rental counter. I am an Avis Preferred member, and our plan was to quickly secure our vehicle and be on our way. However, a glance at the rental building revealed a dismal sight: the queue snaked far outside the entrance, easily comprising at least 15 people. My intention was simply to add my companion to the rental agreement, a task that unfortunately required speaking with an agent in person.
We joined the back of the line, patiently waiting as the minutes turned into what felt like an eternity. After enduring a half-hour in the general queue, we finally maneuvered our way to the separate line designated for Avis Preferred members. To our surprise, there was only one agent on duty, valiantly attempting to serve both the Preferred and regular customers. Her voice, carrying a tone of exhaustion and exasperation, echoed through the area as she informed everyone that she was the sole staff member available and that patience was paramount. It was a disheartening realization that a major car rental company like Avis would leave a single individual to manage such a demanding workload, especially at a bustling airport like Lihue, which sees a steady stream of tourists year-round. This setup not only created a bottleneck for customers but also placed an undue burden on the agent herself.
As we continued to wait, a fellow Avis Preferred member in front of us struck up a conversation, sharing an even more unsettling tale. She was there to exchange her rental for the third time. Her first vehicle had a persistent low tire pressure warning light, a safety concern that should have been addressed before rental. The second vehicle, even more alarmingly, suffered from a noticeable suspension issue, which could certainly compromise safety and comfort. This recurring problem with vehicle maintenance only intensified our growing apprehension regarding the quality of cars Avis was providing at this location.
Finally Face to Face with the Agent and an Unconventional Pickup
After what felt like an interminable wait, it was finally our turn to speak with the overworked Avis agent. The simple task of adding my companion as an additional driver to the rental agreement took over five minutes. The process felt cumbersome, and we wondered why such a straightforward amendment couldn’t be streamlined, perhaps through an online portal or a more efficient in-person system. She assured me the updated agreement would be emailed to us and then directed us to the Avis Preferred hut to pick up the keys. Her next instruction, however, truly caught us off guard. We were told to go behind the counter in the hut and search for the folio with my name on it, as there was no one stationed there to assist. The complete lack of staffing extended even to the “Preferred” pick-up area, further highlighting the severe understaffing crisis at this Avis location. It felt less like a professional car rental service and more like a scavenger hunt for our own rental agreement.
A Series of Unpleasant Discoveries
Following the agent’s instructions, we made our way to the Avis Preferred hut. Locating the keys and the folio was a minor hurdle compared to what awaited us at the car itself. Before getting in, I made it a habit to photograph the vehicle, a practice that has often proven useful. This particular car, a standard sedan, already presented a less-than-ideal first impression. It bore numerous scratches and dents, including a particularly large and noticeable one just above the front passenger door. These cosmetic imperfections, while not necessarily affecting the car’s functionality, certainly detracted from the expectation of receiving a well-maintained rental.
However, the real shock came upon opening the car doors. As we settled into the seats, my companion let out a startled scream. Our eyes immediately zeroed in on a large, live cockroach scurrying across the dashboard. The sight was stomach-churning and instantly cast a shadow over our excitement for the trip. Further inspection confirmed our fears: the interior of the car was undeniably filthy. It wasn’t just a few crumbs; there was a pervasive lack of cleanliness that suggested the car had not been properly detailed or even thoroughly vacuumed between rentals. Adding to our growing list of grievances, I glanced at the gas gauge and noticed it was below the full mark, yet another detail that indicated a lack of diligence in preparing the vehicle for the next customer. This string of disappointments—the visible damage, the unhygienic interior, the unwelcome pest, and an incomplete fuel tank—made us question the basic standards of service at Avis Lihue.
The Decision to Move Forward, Despite Our Displeasure
The thought of returning to the rental building to address these issues immediately crossed our minds. However, a quick glance back at the Avis counter revealed that the queue to speak with the single agent had grown even larger during our absence. The prospect of rejoining that lengthy line, reliving the frustration of the wait, and potentially facing another significant delay was simply too much to bear. We had already lost valuable time, and the allure of starting our Hawaiian adventure, despite the rough start, outweighed the immediate desire to confront the Avis staff. We decided, with a heavy sigh, to proceed with the rental, albeit with a profound sense of disappointment.
Avoiding Avis Lihue in the Future
Our experience with Avis at Lihue Airport was undeniably negative, leaving a lasting impression that will guide our future travel decisions. Living in Hawaii and traveling to Kauai several times a year, I have numerous options for car rental companies. This particular encounter has cemented our resolve to avoid Avis in Lihue for all subsequent visits. It is simply unacceptable to endure such long waits, receive a poorly maintained vehicle, and discover a live insect inside a rental car. We believe that travelers deserve a more efficient, professional, and hygienic experience when renting a vehicle, especially in a destination as beautiful as Kauai. It’s an unfortunate situation, as we always strive to support businesses that prioritize customer satisfaction and uphold basic standards of cleanliness and service. Our hope is that by sharing this experience, Avis will address these systemic issues at their Lihue location and improve the travel experience for future customers.
Frequently Asked Questions
What was the main issue experienced at Avis Lihue Airport?
The main issues were extremely long wait times due to inadequate staffing and receiving a dirty rental vehicle with a live cockroach inside.
Was the Avis Preferred status helpful in avoiding the long wait?
Unfortunately, the Avis Preferred status did not significantly help in avoiding the long wait. There was only one agent on duty for both Preferred and regular customers, leading to extended delays for everyone.
Were there any issues with the condition of the rental car?
Yes, the rental car had numerous scratches and dents, a very large dent above the front passenger door, a filthy interior, a live cockroach, and the gas tank was not full.
Why wasn’t the car immediately returned or exchanged?
The queue to speak with the single agent had grown even larger, and taking into account the prior extended wait, the decision was made to proceed with the current, less-than-ideal vehicle to avoid further significant delays to the travel plans.
Will this experience impact future car rental choices in Lihue?
Yes, this experience has led to a firm decision to avoid Avis in Lihue for all future visits to Kauai, and to opt for other car rental companies instead, which are hoped to provide a better service.
Call to Action
If you’re planning a trip to Kauai and need to rent a car from Lihue Airport, we urge you to carefully consider your options. Based on our deeply disappointing experience with Avis, where we encountered unacceptable wait times, poor vehicle conditions, and serious hygiene issues like a cockroach in the car, we strongly recommend exploring alternatives. There are several other reputable car rental companies operating at Lihue Airport that may offer a more efficient and pleasant experience. Before you book, take a moment to research recent customer reviews for all available providers at Lihue Airport’s official car rental page to make an informed decision. Your vacation time is precious, and ensuring a smooth start with a reliable and clean vehicle is paramount. Don’t let a bad rental car experience detract from the beauty and enjoyment of your visit to Kauai. Choose wisely to enhance your travel journey.
