Hertz Redesigns, Rethinks the Car Rental Experience

The rental counter is replaced by a concierge and kiosk system in which customers can access a live operator via the video screen.
The rental counter is replaced by a concierge and kiosk system in which customers can access a live operator via the video screen.

To streamline the rental experience, the Hertz Corp. is redesigning its locations worldwide. The company has unveiled renovated facilities at San Diego and Shanghai Airports, its Marble Arch location in central London and its Melbourne, Australia headquarters. Similar transformations are planned for additional airports and neighborhood locations throughout the year.

“Our goal is a completely new experience, one that’s flexible and customizable,” said Mark P. Frissora, Hertz chairman and chief executive officer, during a press event at the Hertz San Diego Airport.

The new facility design replaces the rental counter with concierge service and virtual kiosks.

If there is a wait, customers are given pagers and are free to access an iPad station, visit the on-site convenience store or browse the featured models outside.
If there is a wait, customers are given pagers and are free to access an iPad station, visit the on-site convenience store or browse the featured models outside.

Upon exiting the shuttle bus, customers first encounter a check-in agent, who will direct them to an ExpressRent kiosk — equipped with monitors that connect to a live agent — or an in-store agent.

If there is a wait for either, the customer gets a pager and is free to roam the facility, which now includes a convenience store, called “Road Trip by Hertz,” an iPad station with electronics recharge ports and a FedEx drop point.

In addition, customers can go outside and roam the car selection. In San Diego, sport and luxury models, such as the Aston Martin Vantage, are perched on “Wow” ramps next to placards with car specs.

Telematics-based upgrades include an app customers can download to know how long it will take a shuttle bus to get to them at the terminal. In turn, shuttle bus drivers can identify customers’ locations.

CONTINUED:  Hertz Redesigns, Rethinks the Car Rental Experience
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