SACRAMENTO, Calif. – Leah Cook says she has been battling breast cancer since March.
However, she says she regrets not wearing her wig when she went to the car rental terminal at Sacramento International Airport on Thursday.
According to KCRA, Cook went to the Alamo counter with her driver’s license, business credit card and rental car reservation in hand.
“He held up my ID and said, ‘Who is this? Who is this?’ And I said, ‘That’s me.’ And he said, ‘No, it’s not.’ And I said, ‘Yes, it is. I have cancer.’ And he’s like, ‘No, that’s not you.’ And I took off my hat and I said, ‘See, I have cancer,” she told KCRA.
After another manager didn’t believe her, she called her daughter and son-in-law, who happens to play for the San Diego Chargers.
Eventually, a second manager gave Cook the car she reserved.
Stevie Johnson, Cook’s son-in-law, tweeted about the situation and immediately got a response from Enterprise, Alamo’s parent company.
A company spokesman told KCRA that their employee “was not sensitive to the customer and mishandled the situation.”
“We have carefully and thoroughly looked into this, and express our sincere apologies. Our employee at the counter was not sensitive to the customer and mishandled the situation entirely after checking her driver’s license. However, the employee immediately asked for another Manager’s assistance – and once that Manager was able to resolve the issue, she authorized a free upgrade for the customer. An Area Manager then personally called to follow up with the customer and apologized profusely again. The Area Manager even talked to the customer’s daughter and offered to make the weekly rental free. We understand that great sensitivity is required in situations like these, and we certainly appreciate that the customer was willing to share her story and teach all of us how to better handle such interactions.” Alamo Rent A Car