Disaster with Dollar Rental at HNL

Question

What is going on in the Oahu car rental market? What is normal this winter, with all of the labor and car supply questions nationwide?

We flew into Oahu from Anchorage, Alaska on the 18th, taking advantage of the direct 6 hour flight - the only disadvantage being about a 10:55PM arrival time. So we too a room in Honolulu for the night & returned to the airport for a 2PM car pickup at Dollar Rental - and found a line that took 1:30 to get through to handle the paperwork, followed by another 1:00 hour long line in the garage level that took us until 4:30PM to drive out with the car. That placed us right in the middle of the rush hour, greatly extending our driving time to get to the west coast and our rental cabin.

I swear Hawaiians are vying with the Germans for forming the longest parking lots in the world! Without the exaggeration, it was the usual stop-and-go in several extended spots and took us maybe another 20 minutes on the projected 1:05 hour drive.

The lady serving us was quite pleasant and courteous, but the delays in registering and getting the car were horrendous. One smart fellow had the presence of mind to go to Hertz and book a car, return to Dollar, and get a refund. I was too far along in line to think of that!

This is the third and last trip to Oahu. Future Hawaii trips will be booked to the other islands, with Oahu as a pass-through port, if it cannot be avoided.

This is one of the very few times I have posted a complaint publicly on TA or with the firm involved, but this one incident was outrageous and must have affected hundreds of customers / tourists and mucked up a lot of plans and schedules. I see not recent commentary on Dollar /Thrifty rental.

Is this a part of the New Norm, or (hopefully) is this a rare exception?

Answer

It sounds like you had a frustrating experience with car rental in Oahu, and unfortunately, it’s not an isolated incident. There are several factors contributing to the challenges you're seeing in the rental car market, both in Oahu and nationwide. Here’s a detailed look at what might be going on and whether this is part of the new norm or just an exception:

Post-Pandemic Rental Car Shortages: After the pandemic, the car rental industry faced major disruptions. Many rental companies sold off portions of their fleets to stay afloat, and now they are struggling to replenish their inventories. The result is fewer cars available, which has led to longer wait times, especially in popular destinations like Hawaii.
Labor Shortages: Many industries, including car rentals, are still grappling with labor shortages. Rental car companies are often understaffed, which can lead to longer check-in times, delays in processing, and slower service at the counters and in the garage. This contributes to the long lines and delays that you experienced at Dollar.
High Demand and Limited Availability: Hawaii is a popular destination year-round, and demand for rental cars is particularly high in the winter months. With fewer cars available and a large influx of tourists, it’s not uncommon for customers to experience longer wait times, even if they have a reservation.
Increased Competition for Vehicles: Since rental companies have fewer cars to offer, they are more focused on maintaining availability for those who booked in advance. If you're picking up a car at a late hour, like your 2 PM pickup, you may find that many of the earlier customers haven’t returned their vehicles yet, causing further delays in the process.

Unfortunately, what you experienced at Dollar is becoming increasingly common across the car rental industry, particularly in places like Oahu. However, there are steps you can take to mitigate the impact:

Book in Advance and Confirm Your Reservation: While advance booking won’t eliminate the wait time, it can guarantee availability, which is especially important during busy travel periods. Be sure to confirm your reservation directly with the rental agency before your trip, particularly if you're flying in late or during peak hours.
Consider Alternative Rental Agencies: If one company is particularly backed up, it’s worth considering switching agencies. As you mentioned, some customers have had success by walking over to another counter (like Hertz) and securing a car right away. It’s always a good idea to check if other rental agencies at the airport have better availability or faster service.
Prepare for Delays: Given the current car rental climate, it's advisable to build some extra time into your schedule for potential delays, especially if you’re picking up your car during peak times. Be mentally prepared for the possibility of longer wait times and plan your day accordingly.
Explore Other Transportation Options: Depending on where you’re staying, you might want to consider alternatives like ride-sharing apps (Uber/Lyft), taxis, or even public transportation for part of your trip. If your rental car is only needed for a few days or specific activities, these options may help you avoid the frustration of dealing with rental car delays.

While it’s unfortunate that your experience was so frustrating, the current rental car market in Hawaii (and nationwide) is indeed a bit of a "new norm," especially when combined with labor shortages and high demand. Hopefully, the situation will improve as companies rebuild their fleets and staffing, but for now, it’s essential to manage expectations and plan ahead when renting a car on Oahu or any other popular tourist destination.

Disaster with Dollar Rental at HNL

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