LAX area but it seemed like a small agency. They were processing around 3-4 customers per hour, presumably as returns came in. We got a car after ~2h, but lots of others gave up and left. Hypothetically if nobody gave up, I expect the line would have grown and grown until they eventually closed with a huge line of reservations they couldn't meet.
So you admit it was a small agency, in other words, next time stick with a Hertz, Avis, National, Alamo, etc. In any case you got a car after 2 hours. I'm not denying it sucks, especially with a family, but it happens. Ever had a flight delayed for 2 hours? Happens all the time.
Don't all those companies follow the same practice? I've used most of them and have issues all the time (though in most cases they have some car available, just not what I reserved).
