What a lousy experience.  Perhaps there was a reason they were so unprepared but as a regular Hertz Gold customer I was astonished at the disorganization of this facility. Last Thursday afternoon a bus full of travelers, many Gold got off the bus to find their name not on the Gold sign, so more than  half a dozen of us lined up outside (gold office too small for more than 3-4 people) to wait for ONE person to find us cars.  Finally after 20 mins a second person came to help  After a significant wait I was asked if I really needed a full-sized car as requested.  Since it was apparent something else would be quicker I took what they offered (of course smaller not more luxurious). The car was fine - however, the return experience on Friday afternoon was just as miserable - perhaps more so since I was now running late for my flight. \n\nFirst of all, CLT airport you need a traffic light at the intersection Near the  Hertz return entrance - it took about 15 mins to get across the street -thankfully and airport official car coincidentally came by and let cars that needed to go straight into the lot cross. \n\nAnd then, we waited another 15 mins for a bus to take us to the terminal - bad planning Hertz. If I didn't have TSA per-check Or had to check a bag, I'm not sure I would have made my flight. \n\nTotally unacceptable service - that's an oxymoron with Hertz Charlotte.