Airport car rental customer satisfaction falls

J.D. Power survey ranks Enterprise at No. 1


Rental car customers say they wait an average of 22 minutes to pick up their vehicle, and 14 minutes to return the vehicle, while air travelers report waiting an average of 13 minutes to obtain a boarding pass and check baggage, 15 minutes to go through airport security and 18 minutes to retrieve checked luggage. Hotel customers report waiting 10 minutes, on average, to check in.

"While travelers understand that some waiting is unavoidable, customers still expect wait times to be kept to a minimum, especially for simpler tasks, such as checking into a hotel or for a flight," Gaz said.

"Rental car companies can improve upon managing customer perceptions by finding ways to expedite the pickup and return processes," he said. "When customers believe that they have to wait longer to return a rental car than to go through a security checkpoint . . . their satisfaction diminishes, and understandably so."

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D.R. Stewart 581-8451

don.stewart@tulsaworld.com

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