Looks as if the underperforming U.S. airline industry has some company. Blaming “mounting frustrations” in a year fraught with a record number of flight delays, our friends at J.D. Power and Associates have determined that customer satisfaction with rental cars has “declined considerably.”
And how.
Let’s just put it this way: If J.D. were a school headmaster, the car rental companies would be sent to detention for their awful, awful scores. That’s certainly what its 2007 Rental Car Satisfaction Study suggests. The “winner,” Enterprise, was given 777 points on a scale of 1,000 — a “C.” Same for Hertz (762), National (754) and Avis (751).
Dangerously close to “D” territory was Budget (735), Alamo (733) and Dollar (731).
Car rental complaints are well documented in the blogosphere. But outside of a few sites and the trades, no one seems to be paying much attention to the slow, embarrassing slide the auto rental industry is taking, at least when it comes to customer service.
My advice? Be vigilant when you rent.
Don’t let the the car rental companies get away with offering substandard customer service. And remember, you always have a choice. Don’t hesitate to cancel your rental if you’re being jerked around.
Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.
Elliott is consumer advocate 
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