National Ties for Highest in Customer Satisfaction in Study

    FORT LAUDERDALE, Fla.--April 23, 2001--National Car Rental, a division of ANC Rental Corporation , tied for highest in customer satisfaction among business car rentals at or near airports in the recently released J.D. Power and Associates 2001 Domestic Airport Rental Car Customer Satisfaction Study(SM).
    "Creating satisfied, loyal customers is what the car rental business is all about," said ANC Chairman and CEO Michael Egan. "We are delighted that National has received this prestigious honor from J.D. Power and Associates. We believe the study's results are particularly meaningful because they reflect quality and satisfaction levels based on actual customer responses," he continued.
    The study, now in its sixth year, is based on more than 2,900 evaluations from a random national sample of rental car customers who picked up or returned their rental cars to locations at or near airports. The study examines five factors that comprise overall customer satisfaction: pick-up process, rates/values, return process and reservation process.
    "Customer service has been the cornerstone of National throughout its 50-year history," said Karen Beard, president Alamo and National, North America. "During the past year, National's efforts to continually enhance customer satisfaction and ease-of-use -- especially for the business traveler -- have produced several customer-pleasing innovations. We are extremely pleased that the J.D. Power and Associates study shows National's success in exceeding our customers' expectations and we intend to continue strengthening their loyalty through new programs in the coming months."
    During the past year National streamlined its Internet reservation process by launching the industry's only one-click reservations procedure. With "One-Click," Emerald Club members are able to reserve a car in less than 60 seconds with a single click of the mouse. Emerald Club members need only supply pick-up and drop-off information in order to reserve a car on-line. The remainder of the renter's information is automatically populated through the Emerald Club member's on-file data profile. All other National customers using the www.nationalcar.com Web site also enjoy one of the industry's most simplified reservation processes. "Ease-of-use is a critical component of customer satisfaction," continued Beard, "And National is committed to simplifying every aspect of the car rental process especially for our customers who use the Internet."
    In January of 2001, National also announced its new "Save Time" fuel service exclusively for members of the Emerald Club, National's loyalty program. This timesaving refueling option allows Emerald Club members to have their returned rental car refueled by National service agents at competitive local self-serve gas prices. "Business travelers and corporate travel managers alike are enthusiastic about the new service," explained Beard. "It also saves customers time when it counts the most--when they're rushing to catch their plane home or get to the next appointment."