Car rental companies more appreciated by travelers than airlines

Airlines received more complaints than car rental companies in the first nine months of 2012, compared to the same period of the last year. There were over 12.000 airline services consumer complaints at the U. S. Bureau of Transportation. Those 12.145 submitted complaints meant an increase of 33.5% compared to the first nine months of 2011.

The most common complaints, based on complaints filed with the bureau in September alone, the biggest sources of irritation for fliers were problems with baggage, ticketing, delays, cancellations and reservation mishaps and, equally important, customer service. United Airlines had 211 complaints in September, followed by American Airlines with 162 complaints throughout the month.

In the meantime, for the third successive year, according to a study recently released by J. D. Power & Associates, clients’ satisfaction with rental car companies has increased, reaching 769 on a 1.000-point scale – the highest in seven years.


The daily rates and fees were the ones that made the American travelers happy, but they were also satisfied by the shuttle van or bus service that the car rental companies use to transport them.

Also, the clients found smiling very relaxing. The study found that, when greeted with a smile, 795 in 1.000 customers are more pleased, while customers who do not get a smile give an average rating of 647.

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