Mr. Steven reserved a full size car, but the rental agent told him he could upgrade to a ford excursion for an additional $25 a day.

On his trip Mr. Chan managed to scratch the paint and damage the rear- door step. and he thought the damage would be covered because he had charged the rental on his American express. He assumed that the company cover the insurance. He wrote a ABC car rental company to complain about not being warned that certain cards may not cover damage .

ABC car rental respond to Mr. Chan that the company is not going to pay for the SUV repairs but it does want to salvage his goodwill and future business. Offer him a coupon worth two days free rental of any full size Sedan.

 Report to your Manager about the situation and Steps that you took with the Customer.