Customers who rent cars at the airport are happier with the experience, a new survey shows, and they have a new favorite rental car provider.
Consumer satisfaction increased from 2010 and is nearly as high as it was in 2006, according to a
survey released early Tuesday. The business traveler’s contentment surged, up by 15 points; the leisure traveler was up by 3 points.
placed first in the satisfaction survey, scoring 793 out of 1,000 points on the satisfaction index. It was followed by
at 768 and
at 761. The industry average was 758.
The rest of the list in descending order: Alamo, Budget, Dollar, Avis, Advantage, Thrifty and Fox.
Customers are asked to rate the rental car companies on pickup and return processes; the car itself; the shuttle bus/van ride to the car rental facility; making a reservation; and costs and fees. More than 12,000 customers gave their opinions in the survey, which ran from January through September.