I love National! They are always so friendly & I love the auto upgrade with my Executive class!! Ill never go back to my prior Car rental agency (Hxxxx).

I left a very valuable item in my rental car when I returned it. After panicking for a bit, I got in touch with the office in Norfolk, and within a few minutes they had located my lost item. 2 days later it was in my possession again. I can't thank the Norfolk team enough for bailing me out. 5 Star customer service!!!

Everything went well in Norfolk until the return. There was no shuttle service. When I asked, the attendant told me that they didn't provide shuttle. She said it was a two minute walk to the terminal. It might have been a two minute walk for her, but for someone who has just had a knee replaced and walking with a cane and trying to get three suitcases there, it's about ten minutes. If I had know, I would have dropped the luggage off and then returned the car. Very disappointing for an Emerald Exec. customer.

National Rental Car has been my "go to" company for several years, and I have sung the praises of National on many occasions. "Another great National day" has been my response.
This last rental, August 30 - 31, 2016 was an unfortunate departure from the previous excellence in customer service that I have experienced at BWI and Norfolk International Airports. Instead of Emerald Club Executive service, the response I got from the Norfolk Airport National Rental Car "Emerald Club" representative was "I don't have the keys to that one. I don't have the keys to that one either, or that one." What I got was the keys that were already labeled in an envelope (didn't want to do any extra paperwork?). News Flash: That is not what National advertises as Emerald Club, and nothing like my hundreds of previous A + National customer experiences. This time you got an "F." Hope that this is not a repeatable pattern.

Friendly staff and very efficient pick up down stairs .

This place had horrible service. I was scheduled to pick up a car on Saturday but ended up arriving in Norfolk a day earlier. Knowing this in advance I attempted for three days to call them to ensure that a vehicle would be available. I never had a single person answer the phone and even left messages and never received a call back. Upon arriving I asked the people at the counter and the manager what the problem with the phones were and they stared blankly at me. All I was told was that they had two phones and it is confusing for them. I'm not sure how picking up a ringing phone or checking a voicemail box is confusing.

The service was great and the process from start to finish was quick and easy.