conducted the survey across their customer base to gauge priorities and acquire important feedback to help shape, reinforce and improve their customer service.

A sanitised rental vehicle, contactless vehicle collection, and social distancing measures on the collection and drop off were revealed as the most important elements to customers of hiring a car at the moment.

Perhaps surprisingly, customers weren’t as concerned about the mandatory use of facemasks when renting a vehicle.

Scientists say the most significant risk for COVID-19 transmission occurs face-to-face, so it is important that rental customers should wear a mask and keep social distance in mind when arriving to pick up a car.

Customers scored each element out of 10, with 10 being the highest priority. 


Sanitised Vehicles Average score of 9.7
Social Distancing Measures Average score of 8.8
Contactless Vehicle Collection Average score of 8.6
Good Value for Money Average score of 7.8
Flexible Cancellation & Speed of Refund Average score of 7.3
Speed of Service Average score of 6.7
Safety Screens Average score of 6.5
Mandatory Use of Facemasks Average score of 5.6
Sanitised Office Surfaces Average score of 5.2

Having a sanitised office surface was of least importance, and with contact vehicle collection featuring high up in priority, it indicates that customers do not want to go into rental offices and would rather check-in and provide details online or remotely.’s Managing Director John Charnock has urged the rental industry to address these customer priorities and fears around coronavirus by maintaining the highest possible hygiene standards such as vehicles undergoing deep cleans after each hire and offering contactless vehicle collection.

Mr Charnock also believes that car rental companies should share how they keep every vehicle sanitary and safe to use. Hertz, as an example, announced a new 15-step process for cleaning and disinfecting car interiors between renters back in May.

Mr Charnock says “The wellbeing of all customers needs protecting and they need to be able to rent a car during this period without fear of infection or compromising their safety. This should be a priority for all rental companies.

“The results of our survey reassuringly shows that customers are wanting car rental companies to guard against the risk of catching COVID-19.

“At, we ensure all car hire brands on our website are following local government guidelines regarding vehicle sterilisation and social distancing at the collection desk to ensure our customers are safe.

“Customers want a safe car hire experience, and we all need to do our part in raising consumer confidence in the travel and tourism industry.”