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buying: Air travelers rip rental car companies in 2021 J.D. Power satisfaction study

Avis Apologizes for Mistakenly Repossessing Car While Renter Still Had It

  Avis Apologizes for Mistakenly Repossessing Car While Renter Still Had It Avis Apologizes for Mistakenly Repossessing Car While Renter Still Had ItAll was going smoothly until the weekend when he walked out of his family home and noticed his rental was nowhere to be found. After some careful sleuthing, Campbell believes that Avis repossessed the rental without any warning.

Air travelers seeking rental cars are faced with higher prices and lower-quality rentals thanks to the ongoing effects of the pandemic, J.D. Power said in its 2021 North America Rental Car Satisfaction Study, which placed Enterprise atop the heap of companies that otherwise saw near-universal declines in their ratings even compared to a year ago, when the pandemic was in full swing. The average daily cost to rent a car is now up nearly 60%.

a green sign with white text   Air travelers rip rental car companies in 2021 J.D. Power satisfaction study © Provided by Autoblog

Enterprise ranks highest in overall customer satisfaction, with a score of 861, followed fairly closely by National and Alamo. Overall customer satisfaction for the industry is 830, down from 841 in 2020. The biggest loser here is Hertz, which tumbled from consecutive first-place standings to below the industry average — a result which may be at least partly explained by the quality of vehicles being ingested into their current rental fleets.

2021 Lexus LC 500 Convertible puts style at the forefront

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"Hertz and Avis are paying all the money in the world at the used car auctions," said Steven Lang, an Atlanta-area car dealer and creator of the Long-Term Quality Index. "They have to because no fleet or rental company can get the new cars they need. The few cars they can get are those that no new-car dealer would be willing to sell themselves."

"The only cars making it past franchise dealers are rolling pieces of mediocrity," Lang said, censoring a far more colorful descriptor.

Most companies received fairly high marks for their early responses to the pandemic, which was reflected in last year's results. Not so in 2021. Prices have increased 58% during the last nine months of the study alone, J.D. Power says, and the average customer-cited daily rental fee rose to more than $90.40 by summer. Customer complaints rose as rental companies offered vehicles of decreasing quality while simultaneously hiking prices.

5000 miles, six friends, three cars, and one clutch swap make for an epic Bonneville road trip

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"Rental car companies have been facing significant challenges, both in terms of vehicle supply and staffing—and a combination of rising costs and long lines at the airport is having a negative effect on customer satisfaction," said Michael Taylor, travel intelligence lead at J.D. Power. "The fact that the average price per day for vehicle rental is now above $90 sounds almost hard to believe, but I’ve seen instances in which a subcompact — booked a month in advance — cost $140 a day. Even when customers are aware of the macroeconomic challenges, their personal experiences quickly outweigh economic theory, and the result is lower customer satisfaction."

Rental companies went into money-conservation mode when the travel industry nosedived at the start of the pandemic, auctioning off vast swaths of their fleets as demand for daily rentals dropped to decades-old lows. As restrictions began to lift and an increased demand for travel followed, rental car companies looked to their normal sources to rebuild. If you've been following the global supply-chain nightmare, you probably already know what they discovered: Nobody had anything to sell them.

The Acura Integra will return in 2022

  The Acura Integra will return in 2022 Acura's compact coupe is making a comeback -- for real this time.No, I'm not pranking you. The Integra is coming back, and I'm stoked. The drones first showed the original 1986 Integra's shape -- complete with pop-up headlights -- before morphing into the new model's sleek silhouette. The name Integra was prominently displayed with flashing and moving lights, before the number "2022" also lit up in the sky. And then the crowd cheered, obviously.

New cars are heavily supply-constrained and dealers have stripped the used market bare in search of inventory, forcing rental car companies to turn to the same place where their inventories were rapidly liquidated a year ago: wholesale auctions.

Air travelers rip rental car companies in 2021 J.D. Power satisfaction study originally appeared on Autoblog on Fri, 22 Oct 2021 15:40:00 EDT. Please see our terms for use of feeds.

Rental car companies should focus on trucks, not Teslas .
Rental car companies should focus on trucks, not Teslas originally appeared on Autoblog on Wed, 27 Oct 2021 14:11:00 EDT. Please see our terms for use of feeds.

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