First, congratulations to the entire auto rental industry. Go ahead; take a moment to congratulate yourselves, as dangerous as that may be. Scores increased across the board in all six measures — the largest overall gains coming from Rental Car (+17), Shuttle Bus/Van (+17) and Costs & Fees (+17).
Jessica McGregor, manager of the travel practice at J.D. Power and Associates, writes: “Dealing from a position of greater financial strength and sounder footing, the industry continues to build upon and extend satisfaction gains achieved last year, and not only is bouncing back from lower levels of satisfaction reported in 2008 and 2009, but is also returning to levels of satisfaction last experienced in 2006.”