When it comes to the best car rental company, Michael Moore has a clear favorite: Enterprise.
Just last month, he booked an SUV rental from Enterprise for a weekend trip. But the location ran out of vehicles in his class, which can happen on a busy weekend.
"Rather than a flat apology, the agent made an effort to understand my travel plans and family needs," says Moore, who publishes a website dedicated to audio technology. "He then offered me a free upgrade to a larger van as a substitute at no extra charge. This flexibility and desire to make amends for a booking mishap was above and beyond in my book."
It is in a lot of travelers' books, too. Enterprise won top honors in the latest Readers' Choice survey by Elliott Advocacy, the nonprofit organization I founded.
Here are the top car rental companies for customer service in 2024, according to the survey:
1. Enterprise
2. Hertz
3. Budget
4. Avis
5. National
The Reader's Choice Awards, now in their 19th year, are based on a poll of readers of my nonprofit consumer advocacy site. Here are the other winners for 2024.
What makes these car rental companies so good? Let's find out.
"When it comes to delivering a top-flight customer experience, Enterprise Holdings is leading the charge," says Mario Matulich, president of Customer Management Practice. "This organization has identified the importance of reducing friction points, creating an effortless customer journey, and placing the needs of the customer first above all else."
Matulich says from the customer service side, it comes down to a few things. First, a no-nonsense loyalty program that is simple and rewards its best customers fairly. Also, Enterprise is using technology to eliminate long lines and paperwork.
Enterprise Mobility is among the most forward-looking car rental companies, having reimagined itself as a mobility company late last year. Customers like Matulich say they expect even more customer service innovations from Enterprise Mobility and the Enterprise Rent-A-Car brand.
I asked Enterprise Mobility how it approached customer service. Michael Wilmering, a spokesman for the company, says the company's structure allows groups to act essentially as independent businesses.
"This has built an entrepreneurial culture with local accountability and autonomy and leaders who know their customers and communities inside and out," he explained. "The healthy competition amongst groups has driven a seemingly endless push for constant improvement, especially in the realm of customer service."
Hertz may have had a rough year in 2023 as it adjusted its fleet and sold some of its electric vehicles, but customers hardly noticed. Travelers say they liked Hertz's diverse fleet, which offers something for every
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