Sometimes, things don’t go according to plan. Early on Wednesday afternoon, December 4th, we got a call that every car rental company dreads—one of our cars had broken down. Our friends at Mode Roadside Assistance were on the line: a vehicle was stranded in Hokitika due to a water pump failure.
Now, this isn’t something that even our stringent maintenance checks could have predicted. Water pump failures are one of those rare, unavoidable issues. But when the unexpected happens, we believe it’s how you handle it that counts. And so began our mission to turn things around for our customers, Francesca and Derek.
Step 1: Reassure and Plan
First, we called Francesca and Derek to touch base. Despite the inconvenience, they were wonderfully understanding. They had dinner plans with friends in Hokitika that evening and needed to head to the Glaciers by 8:30 the next morning. Our priority was clear: get them back on the road with minimal disruption.
Step 2: Teamwork in Hokitika
Next, we spoke to Harry from Bridge Motors, the AA contractor in Hokitika. Harry was an absolute legend, offering creative solutions and invaluable support. Unfortunately, the logistics of repairing the car on-site in time weren’t feasible. That left us with one clear option: deliver a replacement vehicle.
Step 3: Operation Replacement Vehicle
With the decision made, we swung into action. A suitable car was freed up, cleaned, and prepped for the drive to Hokitika. This wasn’t a small feat—to get the car there before 8 a.m., one of our team had to set off at the crack of dawn for the three-hour journey through the Southern Alps.
And oh, what a journey it was! The scenic route took us past the iconic Oxford Pies—sadly, it was too early to grab a bite, but we couldn’t resist snapping a few pics. The drive through Arthur’s Pass was as stunning as ever, though there was no time to linger at the Otira Viaduct. (If you’re planning your own trip, we highly recommend stopping to soak in the views and marvel at this incredible engineering feat!)
Step 4: Happy Customers
We rolled into Hokitika at 8:01 a.m., just as Francesca and Derek were finishing breakfast. Their smiles made the early start more than worth it. After a quick chat, we headed to the garage to fuel up the replacement car—we wanted to make sure they set off with a full tank—and did the handover.
Pictures were taken of both vehicles for the records, and then our customers were back on the road, ready for their glacier adventure. Meanwhile, I had a bit of time to spare as I waited for the morning fog to clear enough for my flight back home.
Mission Accomplished
By 9 a.m., we’d successfully resolved the situation. In under 16 hours from the initial call, Francesca and Derek were back on their way, the broken car was en route for repairs, and we’d managed to enjoy some of New Zealand’s most beautiful landscapes in the process.
This experience reminded us of what we love most about what we do: making adventures possible, no matter what. While breakdowns aren’t ideal, going the extra mile (or 240 of them, in this case) is just part of the job. And when our customers end their trip with smiles, it makes every effort worth it.
