Hertz - Fun Facts
Name That Verint Tag (no resources)
Hertz Systems
Hertz Contacts (no resources)
Customer Questions
Policies
Billing Codes (no resources)
PC Excalibur
GAR
100
What is Hertz' colors inspired from?
Yellow Cab Company or yellow stands out the most from a distance
100
I was double billed for my last rental.
DC - Duplicate Billing or Payment
100
My flight is arriving late and need to update my reservation.
What system would I check and update? What field do I need to update.
PC Excalibur
C/FL
100
What contact list would you find Dubai?
Europe Contact List
100
True or False
I can book on the Hertz Germany site, but have a US Driver's license.
False - Customer must book on the their own country booking source. Booking in a different country source is a form of fraud.
100
Give three examples that we would transfer to ERS
Mechanical Issues/Breakdown
Lost/Locked Keys
Brake Issues
Vehicle Towed/Impound
Returning Vehicle After Hours when After Hours not allowed
Flat Tire
Accident
Bugs in Vehicle (On Rent)
Abandoning Vehicle
100
Canada Billing Code
0011
100
Where do find how the reservation was cancelled and when?
PC Excalibur
AI Field (bottom of PC Excalibur)
100
How to look a customer up by name?
RENTER NAME> Last Name /First Name
*Must include space after last name
RENT ST= (Two Letter State Code)
*if not US, use RENT CTRY = (Two Letter Country Code)
200
When was Hertz founded?
a. 1890
b. 1918
c. 1945
d. 1818
1918
200
I don't understand why I was charged more.
(GAR shows the customer returned outside the grace period)
DC - Extra Day/ Hour Charges
200
How do you find No Show Fees that are not PayNow bookings?
Put the Res ID in the RA Field on 111
200
What contacts do we add when sending an email for HCS disputes?
Location Manager
GMs
Tyler Davis
Brandi Bishop
200
Can I use my AAA discount and my Company CDP number on my upcoming reservation?
No - Customer can only use one CDP number per rental.
200
When do we direct customers to the phone lines - Give two examples
Escalated ERS disputes (nights/weekends)
Claims/Damage
Multi-Month Booking/Billing
Insurance Replacement bookings and extensions
Data Breach
200
What are the three US Billing Codes?
Hertz
Dollar
Thrifty
Hertz - 0090
Dollar - 0095
Thrifty - 0096
200
How do you look up a past rental? (List 1 of 3)
HSNM/NM.../DA...
HSID/ID...
HSNM/NO....
200
How do you tell if a chargeback was processed on their contract?
Notes on 131
300
When did Hertz Social Media Team move to Estero?
2020
300
Why was a double billed for this rental?
(There are two identical/similar amounts on the customer's bank statement showing pending - Only one charge showing in GAR.)
DC - CC Auth hold/ Deposit
300
How to search for multiple rentals in GAR for the same customer?
Non-Stripe - Hit F9 on 111 screen
Stripe customers - search DL#, Loyalty number, full CC number on 101
300
What contact list do we use to look up Singapore?
Asia Pacific Contacts
300
Can a US Resident use a Hertz vehicle for a driver's test?
No
300
Who can we speak to regarding customer's rental?
Customer
Spouse/Domestic Partner
Travel Agent
Assistant
300
Insurance Replacement Rental Billing Code
US
Canada
US - 6090
Canada - 6011
300
What is the current PC Excalibur Override Password
Hott
300
What are the 4 Refueling/EV Charging GAR Refund Reason Codes?
0015 - FPO
1008 - Fuel and Service
1332 - Unverified FPO
1131 - EV Recharging Fee
400
Who is the Senior Director of Customer Excellence?
Who is the VP of Customer Experience?
John Malloy
Vikram Rajagopalan
400
Are people still getting arrested because hertz are reporting rented cars as stolen
PR - False Arrest
400
After identifying the prepayment is in Status 7, what two systems do we use for Status 7 refund research?
What three systems are used to refund prepaid bookings (after pick up date/time has passed)?
GAR
PPD System
1. Prepaid System
2. GAR
3. FFI
400
Who do we escalate high follower/threatening legal action/reporting to new stations inquires on the weekend?
DCCECCADMINS@hertz.com
400
Where do you direct a Hertz customer when reporting pre-existing damage?
Customer Support > Contact Us > During my Rental > Accident and Damage > How do I report pre-existing damage on a vehicle? 
400
True or False
Do we refund goodwill adjustments in the Prepaid System
False - We would need to refund in GAR or issue FFI of no extra rental charges in GAR.
400
0122
Australia Billing Code
400
How to view Third Party Booking source if not listed on TL Field?
TC//
400
How do you identify a Euro PPD rental?
How do handle Euro PPD refunds?
GAR 160 - Voucher 1 will have PPV NO ....
If refund is due, create a case and send to Europrepaid@hertz.com to request them to process a refund. (Need to include the reason for refund)
500
Where was the first European Hertz location?
France - 1950
500
Customer received a charge that is listed as Gas/Automotive on their bank statement
DC - Tolls, Fines $ Violations
(First confirm in PlatePass/ATS sites)
500
What is one way to look up a past rental that is not showing/pulling from 101 screen?
Remove billing code
500
When do do we give the UVEye email or the Claims email to the customer?
UVEye If customer is reaching out same day or a couple of days after, there are no current GAR damage charges, or customer is stating they received a text message regarding the damage.
Claims - Customer's rental was several weeks to a month old, received a Damage/Claim email.
500
I need to change my credit card on my future booking.
PayNow (US/International)
Tour
Non-Prepaid (US/International)
Prepaid US/Canada resident - Customer will have to cancel/rebook
Prepaid International resident / US booking - Customer will have to cancel rebook, can call the customer to assist with rebooking.
Tour - Will need to go to booking source.
Non-Prepaid - We would call the customer to get their new credit card number and update PC Excalibur.
500
When can customers add/remove the All-Inclusive Toll Package?
Prior to picking up the vehicle
*Some locations allow in DASH on rent
At time of pickup
At time of return
500
What Country is billing code 0023?
Great Britain/UK
500
How do you look up Country Codes in PC Excalibur?
DN/CT...
500
How to verify type of booking in GAR?
How to verify PayNow
How to verify Tour
How to verify Non-Prepaid
160
PayNow - Vch# starts with 0000 and includes voucher value
Tour - IT# and Vch#, does not include voucher value
Non-Prepaid - No IT# and No Vch#