Hertz Car Rental - Los Angeles - Los Angeles International Airport (LAX) - Los Angeles, California

Christian R.

After reading these reviews I almost cancelled my reservation. Luckily I didn't!

Walked out of the airport and straight on a shuttle bus, saw a couple more doing laps. Car pick up was quick and easy, no pressure up sells or wait time.. Just told where my car was, keys inside and drove off.
I'd reserved online a Shelby Mustang and that's exactly what I got. It was clean and reliable for the 2300 miles I had it.
Returns day was just as easy.. Drove in, no wait time, and a friendly member of staff told me where to park and I got straight on the shuttle back to LAX

Overall this was the best and easiest car rental experience I've ever had.. And the car was great.

Fei L.

My recent car rental experience with Hertz at LAX was exceptional. The staff were incredibly friendly and helpful, and the shuttle service was frequent and efficient with minimal wait times. I was impressed by the selection of vehicles and appreciated the ability to choose my own car. The entire process, from arrival to driving off the lot, was completed within 15 minutes. Hertz at LAX exceeded my expectations with their excellent service and efficient operations. Highly recommend!

Alex V.

Absolutely Terrible Customer Service – 40 Minutes Wasted for No Reason

I’ve been a loyal Hertz customer for years, primarily because of the seamless Gold Member experience—usually, I can go straight to my car without dealing with an agent. This time, at LAX, I got an error: “Incomplete reservation, see agent.” That was just the beginning of a complete disaster.

I went to the Gold counter (since I’m a Gold Member) and waited about 5 minutes. The agent told me I didn’t book under my Gold status and needed to go across the road to the regular counter. Why? No explanation, just sent me away.

Now, I find myself at the end of a 12-person line with only three agents working. 35 minutes later, I finally get to an agent—only for some random guy to cut in front of me with “I only have one question.” Instead of the agent telling him to wait like everyone else, they actually start helping him!

After 2 minutes of this nonsense, I had to step in and tell the guy to go back to the end of the line. Instead of immediately resolving the situation, he starts arguing with me while the agent just stands there.

When I finally get my turn, the agent prints my reservation—no additional questions, no issues. When I ask why I was even sent here in the first place, he says my Gold membership number wasn’t added to the reservation but that he fixed it. So why wasn’t this resolved at the Gold counter?

At the end of this ordeal, I walked back to the Gold lot and got my car. 40 minutes completely wasted. One unnecessary confrontation. Zero accountability from the staff.

If we’re talking about customer service, every step of this process was handled wrong. A simple system error turned into a completely avoidable mess. Do better, Hertz LAX.

Azzam A.

Overall, the rental experience was positive. Dollar, Hertz, and Thrifty are combined under Hertz at LAX, and the shuttle arrived promptly to take us to the rental location. I had pre-checked in and was assigned a car, and we received a complimentary upgrade from compact to a full-size Nissan Altima. While the car was clean and ready as promised, I would have preferred a compact for its fuel efficiency and smaller size.

The Altima drove smoothly, delivering a solid 40 MPG over many miles. I documented a few minor scratches and markings on the car, but these were considered too minor to officially note by the staff.

The only issue was with the return: the signage was unclear for Hertz, and it took some effort to find the right location. Once there, the shuttle was waiting, and we were promptly taken back.

In summary, I'd recommend Dollar/Hertz at LAX and would rent from them again, but be prepared for some confusion with the return signage.

Karla S.

I had a terrible experience with Hertz at LAX. Initially, there were no vehicles available in our designated area, forcing us to wait. We were given a car that we had to return because it was contracted to another customer. The next car was extremely dirty, with damaged fenders and chocolate stains on the upholstery. After complaining, they ran it through a car wash but returned it to us soaking wet without even drying it.

To make matters worse, the car we selected afterward had a different rate, and we were charged extra. We lost two hours in this process, worsening our travel experience in LA’s heavy traffic. This lack of organization and professionalism is unacceptable. I hope Hertz addresses these issues and improves their service standards. I would not recommend this experience to anyone.

Rena L.

I had one of the best rental car experiences with Quinn helping me! I definitely recommend coming here. Pickup and drop off was super easy and I would do it all over again. It’s always a plus to be nice and positive to whoever is helping you, they deal with grumpy travelers all the time and Quinn appreciated the positive attitude. It pays to be nice. Vehicle was clean and smooth. I got a managers special and I was surprised that I was able to choose from the managers special lot. So I had options! They looked to be all compact or economy cars so I was pleased because I didn’t want a large gas guzzler.

Josh O.

Horrible the car was not functioning properly and they tried to give me a car with many wires exposed underneath the steering wheel with no plastic underneath the steering column like usual. The people were nice but they don’t seem to be managed properly. Turo is my next option.

taehyun K.

I wanted to change the final payment card when I returned the rental car, so I consulted the staff. I was not good at English, but the staff here, "matt," solved the problem really kindly. Matt is such a perfect staff member. I really appreciate him.