These are the best (and worst) rental car companies, according to J.D. Power

As travel cratered this year due to the coronavirus pandemic, rental-car companies, like the travel industry at large, have struggled for business. 

But the travelers they have served have been largely satisfied with their service, even amid the challenging travel and business climate, according to a new survey and company ranking by 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,” said Michael Taylor, travel intelligence lead at J.D. Power.

All of the major rental car companies have enhanced their car-cleaning and disinfecting procedures amid the pandemic. 

Pandemic effects: COVID-19 impact on rental car companies also hurts automakers

The research and consulting firm analyzed responses from 7,364 business and leisure travelers who rented a vehicle at an airport location from August 2019 through August 2020. The J.D. Power 2020 North America Rental Car Satisfaction Study measured customer satisfaction with the entire airport rental car experience, from reservation to vehicle return and ranked airport-based rental car companies. 

Hertz topped the list for the second year in a row , followed closely by Enterprise and Alamo. Budget came in last. 

Here’s how the major rental car companies ranked in the survey, based on a 1,000-point scale: 

1. Hertz, 852

2. Enterprise, 849

3. Alamo, 848

4. National, 845

5. Dollar, 836

6. Thrifty, 835

7. Avis, 834

8. Budget, 818

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