Plus the upgraded vehicle theyre driving is no longer

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Unformatted text preview: record your instructions as podcast. Portfolio BUILDER 11. Got it covered? Letter from American Express about SUV rentals. You can always tell when fall arrives at American Express—you are deluged with complaints from customers C/M/Y/K DESIGN SERVICES OF M09_BOVE5352_09_SE_C08.QXD 5/17/07 12:59 PM Page 245 CHAPTER 8 who have just received their summer vacation bills. Often these angry calls are about a shock-inducing damage repair bill from a car rental agency. Vacation car rentals can be a lot more complicated than most people think. Here’s what happens. Your credit card customers are standing at the Hertz or Avis counter, ready to drive away, when the agent suggests an upgrade to, say, a Ford Expedition or another large SUV. Feeling happy-golucky on vacation, your customers say, “Why not?” and hand over their American Express card. As they drive off in large vehicles that many are unaccustomed to handling, 9 out of 10 are unaware that the most common accidents among rental cars...
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