- by cnn
- 30 Nov 2023
Hertz has apologized to a Puerto Rican customer after one of its employees refused to rent him a car he had paid for in advance because he did not show her his passport.
Humberto Marchand said that he traveled to New Orleans last Wednesday and presented his Puerto Rican driver's license at the Hertz counter at the Louie Armstrong International Airport. The employee asked for his passport even though, like all Puerto Ricans, Marchand is a US citizen and does not need to have a passport to rent a car within the United States.
Puerto Rico is a commonwealth of the United States, and anyone born on the island is by law a US citizen.
Marchand said the employee, who has not been publicly identified, treated him like a foreigner and told him that he could not rent a vehicle without presenting a passport.
"I was surprised and definitely frustrated because it was very late at night, so I decided to make a formal complaint" said Marchand in an interview with CNN.
In a statement to CNN, Hertz (HTZ) said that the company accepts Puerto Rican driver's licenses from customers renting in the United States without requiring a valid passport.
"We sincerely regret that our policy was not followed and have apologized to Mr. Marchand and refunded his rental," a company spokesperson said. "We are reinforcing our policies with employees to ensure that they are understood and followed consistently across our locations."
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