Good overall experience

The Hertz premises at Newcastle station are in a very inconvenient location on the wrong side of the station and at the foot of a steep street. Hertz’s competitors have offices on the station forecourt and are much more accessible. I was pleased to get a better car than I expected.

The van was great, would have preferred a car but these weren’t available on booking.

Easy as the name says!!

Due to a flight change (out my control), I arrived 5 hours earlier than expected. Although, I have a 7 month old baby, the initial view of check-in desk staff was for us to wait a total of 5 hours before we were able to pick-up the car (unless I was willing to pay for an upgrade). Only after speaking to the manager, who clearly understood that you can't have a 7 month-old baby waiting for 5 hours, we were offered a small SUV that was immediately ready. Somehow this car was ready, while originally it wasn't available. This was appealing and this made the whole experience pretty bad.

The booking platform was good, but as flights change, I would suggest a functionality that allows you to change the time of the booking easier without affecting the price (if the time is within a certain period)

Like: Got upgraded on the vehicle so more than happy.
Dislike: Probably took an hour to pick up the vehicle due to staff shortage and busy period

Like: The whole process of picking up and dropping off was efficient.
Dislike: none