Hertz has reminded its employees that Puerto Rican driver’s licenses are valid in the U.S. following an incident where the company called the police on a customer with a Puerto Rican license.
The incident: Hertz rental agents at Louis Armstrong New Orleans International Airport called the police on Humberto Marchand after demanding his passport when he presented his Puerto Rican driver’s license.
* Both Hertz and the local Louisiana police department apologized to Mr. Marchand.
Company response: Hertz CEO Stephen Scherr called the incident “unacceptable” and stated that company policy already allowed customers with Puerto Rican driver’s licenses to rent cars without showing a passport.
* The policy has been rewritten to be even clearer about the status of Puerto Rico and other U.S. territories.
Next steps: Hertz will emphasize the policy in communications with employees at its rental locations and call centers and add the topic to in-person training sessions.
* The company aims to ensure that Mr. Marchand’s experience is not repeated.
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