I reserved a mini van via the Enterprise website and when I arrived at BWI for pick up, I discovered the website and what is on-site does not match up. This showed inconsistency between working on-line and in-person customer service. Fortunately, the Manager on site at BWI, Jay acted instantly without hesitation. He was able to provide valuable information and worked with me and my family to accommodate our needs. I am grateful for his personal approach, which is a diminishing skill set, evidenced by Enterprise's website or phone call where you cannot talk to a person. Jay is a valuable manager and after traveling for 13 hours, provided a welcomed customer service approach.