National Car Rental - Capital Region International Airport (LAN) - Lansing, Michigan

Seth Champagne

Don't use National here...
Knowing they close at 8pm and my flight arrived at 815pm. I called to ensure someone was there. They assured me someone would be here.. arrived and the counter was closed. I returned the next morning to get a car, and I was given a central, after reserving a full size... I kindly informed the lady I reserved a full size car, she replied 1 only have 1 full size and it's already reserved?. Avis selection is way better here anyways

Update: I see where they reached out, but honestly I've wasted enough time with this branch. You have all the information you need, and your employees can fill you in on the rest. I hardly ever leave these reviews but as a EE member disappointment is an understatement.

Nikole Embury

Reserved a compact car but they didn’t have one when we got there. Upgraded us at no cost to a SUV with great fuel efficiency. Car was incredibly clean inside and out and had perks we hadn’t seen even from the emerald aisles at other airports (lane assist, adaptive cruise control, etc). I’m bad with remembering names but the man at the front was very friendly both for our check-out and check-in.

Scott Jolley

Excellent customer service. We had the travel day from hell and the staff at national in Lansing went above and beyond to make sure we were taken care of. A rare level of care these days. Thank you.

Jim Brownlee

You should not just give away a customers reservation because they are late. I assumed if I made a reservation and didn't show up I would be charged a fee, similar to a hotel. I arrived late and was told there was no car for me. While I was waiting for someone to come and pick me up I spoke with two other customers who had the same experience. One had come in before me and was waiting and the other I observed having the same experience as myself.

If you refuse to change your policy you should at the very least communicate to customers your expectations. I reviewed my confirmation email and there was nothing in it about losing my reservation if I was late. The manager of the location assured me if I had clicked on the terms and conditions link that it would be found in the small print. He said he was sorry countless times but repeatedly defended the policy and compared it to a dinner reservation, the implication being it should be common sense. I was at least the third customer that hour who failed to meet the managers intelligence expectations. I think it's a bad policy, but if it's imperative to operate this way include it in a conspicuous location during booking and in the confirmation. A phone call or email would also be nice. That would seem like common sense to me.

M C

National Rental Car at the Lansing Airport location charged me erroneously for services that did not take place, sent me to collections and getting a human being to resolve this issue has been nearly impossible.
Update: "Marisa" who has indicated I could reach out to her regarding this issue has not responded to the email I sent with the details.

Mo Mohamed

I have been an executive elite with National for over 16 years, and I have never had issues with any of the other locations all around the globe with the exception of this location. The type persons that get hired here are extremely unprofessional and I have watched this over the years.
I had a reservation for a full size vehicle, the branch manager, I believe his name was " Ceilic" grabbed a mid size vehicle keys and gave me the keys, when I asked him if he read the reservation as its for a full size vehicle, he snatched the keys from my hand and started becoming very rude and refused to give me any rental vehicle. He was very disrespectful and extremely unprofessional, and I was very shocked with his attitude. I contacted the National customer care number to explain the situation. They offered me three free days to drop the complaint which I refused and asked to be called back by his supervisor/ district manager as this is not acceptable. It's been at least 8 weeks and I still haven't received a call back yet.

Curt Maas (CDM)

Great staff and always willing to make my corporate rentals seamless!

Jason Munger

Beware! Even with a confirmed reservation, they might not have a car for you. They waited to tell me until I arrived at the airport. My phone number and email is in the reservation and my Emerald club number…for a reason. They failed to contact me. They claimed they called my travel agent, which was not true. I called AMEX and they have no record of the location calling them about this reservation.

I get it. Mistakes happen. But the agent at the counter did ZERO to try to make this right. Didn’t offer to try to get a car from another rental place. Didn’t offer a shuttle or Uber to DTW where they have cars. Didn’t even offer up a date/time when they would have a car. Just “sorry”. That’s the response when you’re selling ice cream and you are out of chocolate. I need this car for business travel. Why even allow a reservation if you don’t have a car? You would think that a little extra effort could be put forward to at least TRY to come up with a solution. And at the very least, don’t lie about it.