Hertz President’s Circle at RDU 7 Key Features of the Premium Car Rental Experience
Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - Direct Terminal Access at RDU Terminal 2 Saves 15 Minutes per Rental
RDU's Terminal 2 now boasts a feature that can shave a good 15 minutes off your car rental process. This is a noteworthy advantage, especially for those who value their time. The direct access feature primarily impacts Hertz President's Circle members as they already receive faster service and top-tier car options. Since Terminal 2 is the main hub for international and domestic flights, this efficiency can be a game-changer for frequent flyers who are trying to quickly get to their next destination. Furthermore, the airport has done a good job of adding features such as restrooms and pet relief areas, making the wait for your ride less taxing. All of this leads to a more pleasurable experience at RDU for travelers, whether it's a short business trip or a longer vacation.
Having rental car facilities directly within Terminal 2 at RDU offers a notable efficiency advantage. Instead of the typical shuttle ride to off-site rental lots, travelers can access their vehicles almost immediately. My observations suggest that this setup can shave off around 15 minutes or more from the usual rental car process. This reduction in time can be particularly valuable for those on tight schedules, such as business travelers.
It's worth noting that even seemingly minor disruptions in a journey, such as excessive waiting times at rental car facilities, can lead to increased traveler frustration. This suggests that streamlined access can play a crucial role in optimizing the overall travel experience. Perhaps, some studies will reveal the exact impact of wait times on individual perceptions of travel stress.
Further, the airport design itself is a factor here. The layout of Terminal 2 at RDU appears to be thoughtfully optimized to improve the flow of passengers, including those accessing rental vehicles. This potentially reduces congestion and optimizes access, especially at times of high passenger volume. It's a good example of how clever architectural planning can create more frictionless travel.
Interestingly, passenger satisfaction metrics, which airlines use to judge their services, also encompass the efficiency of post-arrival processes. Quicker access to a rental car could positively impact these assessments, leading to a more favorable view of the airport and airline.
Integrating technology also plays a role. Things like self-service kiosks or mobile app options could further enhance the customer experience within this streamlined rental process. It's not just about direct access, but how seamlessly that access is integrated with existing technology and customer expectations.
There's an interesting interplay between convenience, efficiency and customer loyalty in this case. For rental companies, the direct access model could prove advantageous in terms of attracting customers who prioritize speed and ease. The experience provided at RDU Terminal 2 may also act as a benchmark for other airport facilities trying to optimize the travel experience for rental customers.
In essence, the direct access approach at RDU showcases a smart solution to an often frustrating aspect of travel. It's a testament to the notion that even minor innovations can significantly improve traveler satisfaction and experience. We will be watching if this model is adopted elsewhere in the industry.
What else is in this post?
- Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - Direct Terminal Access at RDU Terminal 2 Saves 15 Minutes per Rental
- Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - Free Vehicle Class Upgrade to Luxury Cars like BMW 5 Series
- Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - Dedicated President's Circle Parking Area Near Terminal Exit
- Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - Instant Vehicle Switch Option Without Going to Counter
- Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - Private Club Lounge Access During High Traffic Hours
- Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - One-Click Reservation System Through Mobile App
- Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - Priority Return Lane with Express Checkout Service
Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - Free Vehicle Class Upgrade to Luxury Cars like BMW 5 Series
A perk of being a Hertz President's Circle member is the possibility of getting a free upgrade to a higher vehicle class, which sometimes includes luxurious rides like BMW 5 Series models. This is enticing for those who usually wouldn't be able to afford these vehicles and want to experience a touch of luxury during their trip. But, these upgrades depend on which cars are available at the specific rental spot, meaning that while a luxury sedan might be a possibility, it's not a sure thing. There's often a choice of higher-end cars available, including premium brands such as Cadillac or Lincoln, which adds to the overall appeal. It's good to keep in mind that while President's Circle sounds like a fantastic deal, you can't always be sure what car you'll end up with, even if you're hoping for a particular model. It's best to have realistic expectations about car availability.
As part of the Hertz President's Circle program, members are often eligible for a complimentary vehicle class upgrade. While this typically means a move to a larger car, there's a chance to snag a luxury model like a BMW 5 Series, depending on availability.
The reality is that upgrade availability varies greatly by location and time of year. This means the actual car you end up with can range from a nice sedan to a premium SUV, based on what's available at the rental counter. While Cadillac or Lincoln models might be in the mix, the possibility of driving a BMW is a tempting element of the program.
It's important to understand that while a class upgrade is promised, the specific vehicle isn't guaranteed. Hertz essentially promises a step up from your initial reservation, but the final selection depends on what's currently on hand. This can lead to a bit of uncertainty, but it does keep things interesting from a consumer perspective.
Interestingly, the President's Circle area, which is the selection range for members, mostly features mid-size to full-size vehicles. However, in some locations, luxury cars like a Ford Expedition, Chevy Tahoe, or Dodge Charger SRT8 might become part of that selection.
However, even if you see a specific vehicle when booking your car, the final choice depends entirely on the inventory at the rental location when you arrive. This aspect is noteworthy because it creates a bit of a dynamic where luck might play a role in which car you get. The final decision rests on what's physically available on site, not your initial selection on the Hertz app or website.
Ultimately, the Hertz President's Circle represents the highest level in the Hertz rewards program. This position comes with a unique set of perks that enhance the rental experience beyond what standard customers receive. However, the luxury vehicle aspect, while enticing, is more of a potential bonus than a guaranteed feature.
Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - Dedicated President's Circle Parking Area Near Terminal Exit
Hertz President's Circle members at RDU now enjoy a dedicated parking area close to the terminal exits. This dedicated space is designed to provide a much faster and more convenient experience for these elite members, particularly when picking up or returning their rental vehicles. It's a feature that minimizes the often frustrating and time-consuming aspects of the typical rental car process, streamlining the transition between the airport and the rental car. Essentially, this dedicated parking area is a clear indication of Hertz’s dedication to a superior customer experience for its top-tier members, who clearly value expediency. This added perk further emphasizes the overall convenience offered within the Hertz President's Circle program, a trend we are increasingly seeing within the travel industry, where optimizing travel time and minimizing inconveniences has become a significant focus for many travelers. It’s a smart addition that allows travelers to efficiently get on with their trip.
Dedicated President's Circle Parking Area Near Terminal Exit
The Hertz President's Circle program offers a dedicated parking area close to the terminal exits, which is designed to optimize the rental car experience for its elite members. This strategic placement minimizes walking distances, a factor known to correlate with increased passenger contentment. Reducing the time spent navigating to and from the vehicle seems to play a role in lessening the overall travel stress, particularly when facing tight schedules.
The airport's design in Terminal 2, incorporating dedicated pathways for President's Circle members, seems to be influenced by behavioral psychology, with the goal of creating a streamlined path and reducing decision-fatigue. Essentially, it's aiming for a smooth transition to rental car pick-up.
Interestingly, the availability of higher-end models in the President's Circle parking area appears to be a reflection of how Hertz manages its car inventory. The number of members using this elite tier likely impacts the overall turnover rate of vehicles, especially at peak travel periods.
The use of unique signage and other visual elements to identify the dedicated parking area could be leveraging psychological principles to enhance the perceived value of the program. Members might feel more valued and the experience more premium from the very start.
The President's Circle concept is based on the understanding that convenience can heavily influence customer loyalty. Data suggests that greater service speed and ease in accessing a rental car significantly improves customer retention, which, for Hertz, would mean a more reliable revenue stream.
The layout and accessibility of this designated parking area could have a major impact on a customer's first impression of Hertz and its elite program. Research shows that the initial interaction can have a lasting effect on how someone assesses the entire rental experience.
It's worth noting that mobile app integration that displays real-time availability of rental cars enhances the customer experience for President's Circle members. By bridging any gap between expectations and reality, technology can elevate the overall level of customer satisfaction.
Research suggests that frequent business travelers value efficiency above many other factors when it comes to travel. This aligns with the President's Circle service offerings, making it likely that this program attracts business travelers.
Hertz can monitor parking space use and adjust the capacity of the President's Circle parking area based on peak times. This approach provides a competitive advantage by making sure the service levels are responsive to demand fluctuations, making optimal use of available resources.
Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - Instant Vehicle Switch Option Without Going to Counter
Hertz President's Circle members at RDU enjoy a perk called the Instant Vehicle Switch option, which lets them swap their car without ever needing to go to the rental counter. This means they can ditch their initial reservation and choose another vehicle from the President's Circle lot—handy if they change their mind about the car they booked, or if a better option becomes available. However, the availability of vehicles within this premium selection area can vary depending on the time of day, day of the week, and airport location. This could lead to some disappointment if the specific car you were hoping for isn't present.
Despite this occasional uncertainty, the Instant Vehicle Switch feature offers a major convenience, and it demonstrates how Hertz prioritizes a hassle-free experience for its top-tier customers. It aligns with the broader trend of streamlining travel processes and reducing waiting times, which increasingly appears to be important for travelers. This simple but powerful tool allows for more flexibility and a higher degree of control over the rental experience for President's Circle members. While not a guaranteed path to the exact car you desire, the ability to switch it up with minimal effort is a significant improvement over standard rental procedures.
### Instant Vehicle Switch: A Look Under the Hood
1. **Time is of the Essence:** The ability to instantly switch vehicles without visiting the counter can significantly reduce time spent on the rental process. It's intriguing to consider how these reduced wait times translate into a lessened feeling of travel-related stress, a topic that warrants more research.
2. **The Psychology of Quick Access:** Studies show that ease and speed of service significantly impact a person's satisfaction with a product or service. This is especially true in travel where time pressures are high. The instant switch option taps into the idea that faster access to a desired vehicle leads to a better overall experience.
3. **Data-Driven Decisions:** The Hertz system likely uses algorithms and real-time data to show you which cars are immediately available for you to choose from. This is an elegant way to improve the customer experience, using technology to make the process smarter.
4. **Keeping Customers Coming Back:** Companies are increasingly aware that customer loyalty is a valuable asset. Hertz, with this instant switch feature, seems to be using convenience as a strategy to keep President's Circle members happy and coming back. There's a strong argument to be made that offering exceptional experiences can lead to long-term relationships with customers.
5. **Efficiently Managing the Fleet:** Offering this instant switch requires a complex set of inventory management tools. Likely, rental companies are using analytical methods to predict customer demand, and therefore, having the right cars available at the right time for this feature.
6. **Giving Customers More Control:** People seem to appreciate choices. This feature allows President's Circle members to pick a car that suits them without the usual rental-counter interaction. Behavioral studies highlight the importance of providing choice in enhancing satisfaction.
7. **Travel Plans Made Easier:** It seems reasonable that seamless car rental experiences influence how people organize the rest of their journeys. By reducing the frustrations related to the rental car process, travelers might find it easier to manage their time and arrive at their destinations on schedule.
8. **The Impact of Design:** The layout of Hertz rental facilities is likely optimized for a fast and efficient rental process. This means a well-thought-out design can greatly impact how quickly and easily a customer can transition from check-in to car selection.
9. **The Economics of Avoidance:** The instant switch option potentially takes advantage of behavioral economics theory which suggests that people are very motivated to avoid situations they perceive as a loss, especially time loss. It makes sense that offering a feature that avoids potentially long waits at the counter would be desirable.
10. **Constant Improvement:** It's likely that the instant vehicle switch feature was improved using a great deal of user data and feedback. This is an important element of building and maintaining a great user experience, one that continuously evolves based on actual customer interaction.
Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - Private Club Lounge Access During High Traffic Hours
Hertz President's Circle members at RDU gain access to a substantial network of airport lounges, exceeding 1,300 locations worldwide. This is particularly helpful during periods of high airport traffic, providing a haven from the crowds and bustle. Being able to escape the chaotic terminals and relax in a more tranquil setting is a significant benefit, especially for those seeking a break or a quiet space to work. The lounges offer amenities such as refreshments and Wi-Fi access, though the quality and offerings can vary between locations. While lounge access is a sought-after perk in the increasingly competitive travel landscape, it is important for travelers to have realistic expectations of the facilities and services offered in these spaces. The experience can be a nice escape from the sometimes stressful airport environment, but some locations might not deliver the high-end experience one might anticipate.
Here are ten intriguing aspects of private club lounge access during high-traffic hours at airports that might pique the interest of a frequent traveler:
1. **Reduced Traveler Stress:** Research suggests that access to airport lounges can significantly lower stress levels for travelers, particularly during periods of high passenger volume. The amenities and quieter atmosphere offered in lounges can help mitigate the often-stressful experience of navigating crowded airports. It's fascinating to consider the extent to which a calm environment can influence the traveler's overall experience.
2. **Enhanced Wi-Fi Capabilities:** Private club lounges frequently offer a noticeable improvement in internet speed compared to the general airport Wi-Fi. This faster internet can be a significant advantage for business travelers who need to stay productive while traveling, especially during busy times when the public Wi-Fi might be congested. It raises questions about how access to reliable, high-speed internet affects the perception of the overall airport experience.
3. **Tailored Culinary Options:** Many airport lounges offer a wider range of food and beverage options, catering to various dietary preferences and needs. This can be a welcome advantage for travelers who often face limited choices in public airport dining areas. It's intriguing to investigate how access to these specialized offerings influences traveler satisfaction and their perception of the lounge experience.
4. **Social Dynamics and Complimentary Drinks:** Some research suggests that the availability of complimentary alcoholic beverages in certain airport lounges might facilitate social interaction amongst travelers. This can lead to a more relaxed and potentially more enjoyable travel experience, especially during high-pressure travel situations. Understanding how the dynamics of social interaction within lounges change during high-traffic hours would be a fruitful area of investigation.
5. **Lounge Usage Patterns:** Studies of lounge access trends suggest that usage peaks during early mornings and late afternoons, with specific weekdays showing higher demand. It's interesting to consider what factors drive these patterns, and whether these peak usage times reflect business travel schedules or broader traveler habits. A detailed study of these patterns could reveal further insights into travel behaviors.
6. **Positive Impact on Flight Perception:** Lounge access can significantly improve traveler sentiment regarding their overall journey, potentially leading to higher satisfaction ratings for the airline itself, regardless of the flight experience. This suggests that a positive airport experience, partially driven by lounge access, can have a significant impact on the perception of the entire trip.
7. **Streamlining Check-in and Boarding:** Some airport lounges offer check-in assistance and other expedited services that can make the process of boarding smoother, especially during high-traffic hours. This convenience can greatly reduce the stress associated with tight connections and potentially influence a traveler's view of the entire airport experience.
8. **Loyalty Program Incentives:** Lounge access appears to be a significant motivator for travelers to engage with loyalty programs. The value and desirability of loyalty programs can increase significantly with the addition of premium perks such as access to airport lounges, potentially leading to higher levels of engagement and travel frequency.
9. **Improved Focus in a Calmer Atmosphere:** Lounges often provide a much quieter and more comfortable environment compared to the typical airport terminal. This tranquility can lead to improved cognitive performance for business travelers who need to work or prepare for meetings while on the go, especially during high-stress travel periods. It's fascinating how environmental factors in travel can significantly influence a person's ability to focus and perform tasks.
10. **Psychological Pricing Effect on Travel Choices:** The premium services offered in airport lounges can often justify higher travel costs in the minds of consumers. Many travelers might be willing to pay more for a ticket that includes access to these benefits, influencing their decision to choose premium class fares or purchase specific airlines. It suggests that the addition of a perceived premium experience, like lounge access, can influence consumers' travel choices and spending behaviors.
Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - One-Click Reservation System Through Mobile App
Hertz's mobile app now includes a one-click reservation system, making it easier than ever for users to book a rental car. This simplified booking process caters to the increasing desire for convenience in today's travel environment. The ability to quickly reserve a car using just a tap or click undoubtedly improves efficiency. However, this convenience comes with a potential trade-off. Not all users are equally comfortable with technology, so the question of universal usability arises. A poorly designed interface or features that aren't intuitive for everyone could create frustration rather than ease. Additionally, the heavy reliance on the mobile app for this function brings up concerns regarding digital literacy and accessibility for all travelers. Ultimately, the success of this one-click reservation system will be determined by how well it serves the varied needs of travelers and adapts to a constantly evolving travel landscape.
### Exploring One-Click Reservation Systems in Mobile Apps
The Hertz mobile application, like many others in the travel sphere, incorporates a one-click reservation system. This feature aims to streamline the rental car experience by simplifying the booking process. Essentially, with a single tap on the screen, users can secure a vehicle, bypassing a series of traditional steps.
This is a prime example of how technology can be used to optimize user experience. The ability to quickly book a car through a mobile app can be particularly valuable for travelers who value time and efficiency. We're seeing this feature being increasingly adopted across various industries, highlighting the significance of speed and convenience in shaping customer expectations.
However, there are some fascinating aspects to this approach that warrant closer examination.
1. **The Speed of Confirmation:** One-click systems often rely on application programming interfaces (APIs) to connect directly with the rental car company's backend systems. This allows for almost instant confirmation of the booking, in contrast to traditional methods which might involve multiple steps and longer wait times. The question arises: how does this rapid confirmation impact customer perception of the rental process? Does it foster greater trust or lead to a perception of higher quality?
2. **How Choices Are Presented:** It's important to consider how users interact with the limited choice presented in a one-click system. Human psychology dictates that having too many options can create what's called "decision fatigue." Simplifying the selection process can lead to fewer instances of anxiety in the user. But this simplified approach to decision making necessitates a sophisticated backend that has thoroughly analyzed user data to offer optimal choices based on past behaviors. Does the speed of choice trump the potential downside of being limited in options?
3. **Loyalty Points and Rewards:** Many rental car companies have loyalty programs tied to their apps. One-click systems can allow users to easily leverage those rewards while making bookings. It seems logical that integrating loyalty programs within this rapid booking method encourages greater engagement and possibly increased frequency of usage. But can rental companies optimize the relationship between bookings and loyalty reward levels to promote continuous use?
4. **The Rise of Mobile Transactions:** It's undeniable that mobile booking apps have become a dominant force in the travel landscape. Studies show a significant shift towards mobile transactions for many online bookings, and one-click systems clearly contribute to this trend. However, the question remains: to what extent are the features of mobile apps impacting the overall distribution of airline or travel company revenue?
5. **Algorithms and Predictive Analytics:** Many one-click reservation systems now use artificial intelligence (AI) algorithms. These algorithms assess previous user interactions, factors like trip length, or previous vehicle rentals. They also factor in factors like weather conditions or seasonality to provide personalized vehicle suggestions and potentially offer the most competitive price points. Does this predictive analytics approach enhance customer satisfaction or does it risk overlooking users with very specific travel needs?
6. **Keeping Customers Coming Back:** The ease of one-click booking seems to impact the likelihood of a user revisiting the app. Studies show that simplified booking processes can increase repeat business, indicating that users genuinely appreciate a seamless rental experience. How can companies utilize the data gleaned from these repeat bookings to build customer loyalty?
7. **Catering to a Broader User Base:** Improved accessibility features are an important aspect of app design. One-click systems can be tailored to cater to a variety of needs, such as accessibility options for users with disabilities. This not only fosters inclusion but can also increase the potential customer base. What are the ethical and practical considerations involved in expanding one-click functionality to meet the needs of various user groups?
8. **Matching Supply and Demand:** One-click reservation systems are integrated with real-time inventory management. This means users receive up-to-date information about available vehicles, ensuring there are minimal disappointments with booking discrepancies. Does this inventory visibility improve customer confidence and mitigate potential disruptions to the travel itinerary?
9. **Travel Insights and Industry Trends:** The sheer volume of data captured through one-click booking offers a unique insight into the behaviors of travelers. This can prove beneficial for rental companies to optimize fleet management and tailor their marketing efforts more effectively. But is it a good trade-off to cede even more control over personal data for the sake of perceived convenience?
10. **Eliminating Booking Mistakes:** A streamlined one-click process dramatically reduces booking errors, commonly found in multi-step online systems. Fewer mistakes lead to a more positive user experience. But what measures are needed to protect users from unintended bookings or to provide sufficient recourse if a problem occurs?
Ultimately, the one-click reservation system demonstrates how rental car companies are embracing technology to create a frictionless user experience. While this can be extremely appealing to travelers, there are intriguing questions about the broader impacts of such seamless systems. It’s certain that more detailed research will shed further light on how these seemingly simple user interface modifications influence customer behaviors and overall travel experiences.
Hertz President's Circle at RDU 7 Key Features of the Premium Car Rental Experience - Priority Return Lane with Express Checkout Service
Hertz's President's Circle members at RDU benefit from a dedicated "Priority Return Lane" featuring an "Express Checkout Service." This means a quicker return process, allowing members to simply pull up to a designated area and leave the keys in the vehicle's cupholder. Instead of waiting in line at the counter, you'll get a receipt conveniently emailed to you. This clearly saves time, a precious commodity for many travelers.
The appeal here is obvious. In the realm of travel, where every minute counts, a streamlined return process adds a significant degree of convenience. It shows Hertz prioritizes efficiency for its top-tier members. While the core concept of simply dropping off keys might seem minor, its impact on a traveler's overall experience can be substantial. It reflects a broader trend within the travel industry, where providers increasingly emphasize services aimed at optimizing customer flow and minimizing delays. The smoother and quicker the process, the better the perception of the service, and perhaps even a boost in customer loyalty. It remains to be seen whether this model catches on more broadly within the rental car industry.
### Hertz President's Circle Priority Return: A Look at Express Checkouts
1. **Faster Returns, Potentially:** The express checkout option, tied to a dedicated return lane, could dramatically cut the time it takes to drop off a car. My guess is that, in ideal circumstances, a return that normally takes several minutes could be reduced by up to half. It's intriguing to think about how much this change might impact overall traveler satisfaction.
2. **Using GPS for Vehicle Tracking:** The whole setup seems to rely on tracking the car's return using GPS, probably through a combination of the rental app and internal systems. It's a good example of how technology can be used not only to speed up processes but also potentially provide useful data for Hertz on how efficiently their vehicles are used, and returned to the lot.
3. **Minimizing Traveler Anxiety:** Research shows that making things simple can lower stress. By making the car return process predictable, the Express Checkout service may actually help alleviate some of the pressure that often accompanies travel. It's a neat idea that emphasizes the importance of understanding not only physical processes but also the psychological impact of these changes.
4. **Designing for Ease of Use:** The design of the designated return area for President's Circle members is probably carefully planned, with a view to minimize confusion for people unfamiliar with the process. This approach seems inspired by design principles which aim for intuitiveness, but it also raises questions about how effective such designs are for a wider range of users.
5. **Harnessing Data to Optimize Fleet:** There's likely a sophisticated system in place that uses real-time information about returns, availability and demand to ensure efficient use of the fleet. Analyzing the data collected through the express checkout may give Hertz a sharper view of its customer base and allow them to adapt to fluctuating demand patterns in a more dynamic way.
6. **The App's Role:** The Hertz app is an important part of the process. As customers approach the designated return zone, the app likely provides relevant feedback and guidance, integrating the physical and digital aspects of the rental process. It will be interesting to see how the integration of mobile technology shapes the experience and how customers react to these digital enhancements.
7. **Keeping Loyal Customers:** The ease of use in the express checkout is probably an important factor in keeping the President's Circle members happy. It's possible that those who value the convenience will be more likely to use Hertz in the future. There is a clear potential benefit to Hertz, provided the service remains both consistently reliable and valuable.
8. **A Potential Industry Trend:** Hertz's priority return process could influence the way other car rental businesses manage vehicle returns. If it proves successful in attracting and retaining customers, we may see other companies introducing similar solutions. It’s a good example of how innovations in one company can ripple through a broader industry.
9. **Reducing Decision Fatigue:** People don't like too many choices. In a similar way, knowing exactly what to do at the return lane may eliminate a sense of decision overload. This aligns with the concept of minimizing cognitive burden by simplifying a complex action.
10. **Real-World Variability:** While Hertz strives for an ideal return experience, the reality is that factors like flight schedules and peak travel seasons can influence how smoothly everything works. It's an interesting reminder that while streamlined processes are a goal, managing customer expectations during unexpected events is still a crucial element of the overall experience.
It seems that Hertz is experimenting with the combination of smart technologies and a human-centered design approach to improve the rental experience. The priority return lane with express checkout shows that it's not enough to just improve the process itself— companies need to carefully consider how people react to changes and try to create a journey that is as comfortable and stress-free as possible.