Overall customer satisfaction with North American airport-based rental car companies is flat this year as airport passenger volumes have slowed dramatically during the COVID-19 pandemic.
According to the J.D. Power 2020 North America Rental Car Satisfaction Study,SM released today, customer satisfaction with airport-based rental car companies is 841 (on a 1,000-point scale), which is statistically flat compared with 2019’s record-high performance.
“As with other travel suppliers, this has been an incredibly challenging period for the car rental industry,” said Michael Taylor, travel intelligence lead at J.D. Power. “Despite these economic headwinds, the major rental car companies have been able to maintain high levels of customer satisfaction throughout the pandemic, largely through great customer service and enhanced cleaning protocols to build confidence with travelers.”
Read the press release at J.D. Power.