Prepaid reservations are growing, albeit slowly. Perfecting the model to balance customer service, utilization and profits is where the challenge lies.

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What factors determine whether your customer is satisfied? A focus on the customer’s perspective can help identify means for gaining market share.

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You have the tools to measure utilization, holding costs and RPU. But how do you manage an employee with the attitude, “it’s just a rental car?”

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The migration to smaller cars may be temporarily painful, but savvy operators know there’s new business to be had.

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The days of customers being excited about a free upgrade are over. How is the car rental industry dealing with the shift in demand to smaller vehicles?

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RACs in the paths of hurricanes such as Gustav and Ike say that constant communication, enhanced customer service and a relaxation of policies are keys to a...

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As technology continues to revolutionize the car rental industry, are we straying from the “high touch” approach to customer service?

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