TROY, Mich.--(BUSINESS WIRE)--Oct 8, 2025--
What would you do with an extra seven minutes and 57 seconds tacked onto your next vacation or business trip? According to the J.D. Power 2025 North America Rental Car Satisfaction Study, SM released today, that’s the average amount of time rental car customers gain by skipping the airport car rental counter and going directly to the lot to fetch their vehicle. Despite the time savings and a better overall customer experience, however, 80% of airport rental car customers still visit the counter first.
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Overall satisfaction among customers who bypass the rental counter is 704 (on a 1,000-point scale), compared to 662 among those who stop at the counter. Additionally, bypassing the counter—compared with visiting the counter—also results in notably higher satisfaction with the pick-up/drop-off experience (722 vs. 667, respectively) and ease/convenience of securing the rental (722 vs. 663, respectively). The study also finds that customers who skipped the counter saved time, with an average time to complete the rental pick up of 14 minutes and 6 seconds, compared to 22 minutes and 3 seconds for those who visited the counter.
“Given options of loyalty programs, kiosks and rental car company apps, there are more ways than ever to bypass the rental car counter and customers who take advantage of that added convenience are enjoying the benefits,” said Azari Jones, rental car practice lead at J.D. Power. “But for one reason or another, many customers are choosing to take the extra time to engage with representatives at the rental car counter. The key for rental car companies looking to maximize customer satisfaction is to clearly communicate the value of direct pick-up for time-pressed travelers and to add value at the counter by delivering personalized service and more fully addressing customers’ questions and concerns.”
Study Ranking
Enterprise ranks highest in overall customer satisfaction with a score of 734. National (721) ranks second. Advantage Rent A Car and Sixt rank third in a tie, each with a score of 711.
The North America Rental Car Satisfaction Study examines the customer experience with rental car companies across seven core dimensions (in order of importance): ease of rental; pick-up/drop-off; level of trust; vehicle; staff; value for price paid; and digital tools. It is based on responses gathered from 8,263 business and leisure travelers who rented a vehicle at an airport location during the past year. The 2025 study was fielded from August 2024 through August 2025.
For more information about the North America Rental Car Satisfaction Study, visit https://www.jdpower.com/business/travel-and-hospitality/north-america-rental-car-satisfaction-study.
To view the online press release, please visit http://www.jdpower.com/pr-id/2025122.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.
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J.D. Power 2025 North America Rental Car Satisfaction Study
CAPE CANAVERAL, Fla. (AP) — An astronaut in need of doctors' care departed the International Space Station with three crewmates on Wednesday in NASA's first medical evacuation.
The four returning astronauts — from the U.S., Russia and Japan — are aiming for an early Thursday morning splashdown in the Pacific near San Diego with SpaceX. The decision cuts short their mission by over a month.
“Our timing of this departure is unexpected,” NASA astronaut Zena Cardman said before the return trip, “but what was not surprising to me was how well this crew came together as a family to help each other and just take care of each other.”
Officials refused to identify the astronaut who needed care last week and would not divulge the health concerns.
The ailing astronaut is “stable, safe and well cared for,” outgoing space station commander Mike Fincke said earlier this week via social media. “This was a deliberate decision to allow the right medical evaluations to happen on the ground, where the full range of diagnostic capability exists."
Launched in August, Cardman, Fincke, Japan’s Kimiya Yui and Russia’s Oleg Platonov should have remained on the space station until late February. But on Jan. 7, NASA abruptly canceled the next day’s spacewalk by Cardman and Fincke and later announced the crew’s early return. Officials said the health problem was unrelated to spacewalk preparations or other station operations, but offered no other details, citing medical privacy. They stressed it was not an emergency situation.
NASA said it would stick to the same entry and splashdown procedures at flight’s end, with the usual assortment of medical experts aboard the recovery ship in the Pacific. It was another middle-of-the-night crew return for SpaceX, coming less than 11 hours after undocking from the space station. NASA said it was not yet known how quickly all four would be flown from California to Houston, home to Johnson Space Center and the base for astronauts.
One U.S. and two Russian astronauts remain aboard the orbiting lab, just 1 1/2 months into an eight-month mission that began with a Soyuz rocket liftoff from Kazakhstan. NASA and SpaceX are working to move up the launch of a fresh four-person crew from Florida, currently targeted for mid-February.
Computer modeling predicted a medical evacuation from the space station every three years, but NASA hasn't had one in its 65 years of human spaceflight. The Russians have not been as fortunate. In 1985, Soviet cosmonaut Vladimir Vasyutin came down with a serious infection or related illness aboard his country’s Salyut 7 space station, prompting an early return. A few other Soviet cosmonauts encountered less serious health issues that shortened their flights.
It was the first spaceflight for Cardman, a 38, biologist and polar explorer who missed out on spacewalking, as well as Platonov, 39, a former fighter pilot with the Russian air force who had to wait a few extra years to get to space because of an undisclosed health issue. Cardman should have launched last year but was bumped to make room on the way down for NASA’s Butch Wilmore and Suni Williams, who were stuck nearly a year at the space station because of Boeing’s capsule problems.
Fincke, 58, a retired Air Force colonel, and Yui, 55, a retired fighter pilot with the Japan Air Self-Defense Force, were repeat space fliers. Finke has spent 1 1/2 years in orbit over four missions and conducted nine spacewalks on previous flights, making him one of NASA’s top performers. Last week, Yui celebrated his 300th day in space over two station stays, sharing stunning views of Earth, including Japan’s Mount Fuji and breathtaking auroras.
“I want to burn it firmly into my eyes, and even more so, into my heart,” Yui said on the social platform X. “Soon, I too will become one of those small lights on the ground.”
NASA officials had said it was riskier to leave the astronaut in space without proper medical attention for another month than to temporarily reduce the size of the space station crew by more than half. Until SpaceX delivers another crew, NASA said it will have to stand down from any routine or even emergency spacewalks, a two-person job requiring backup help from crew inside the orbiting complex.
The medical evacuation was the first major decision by NASA’s new administrator Jared Isaacman. The billionaire founder of a payment processing company and two-time space flier assumed the agency’s top job in December.
“The health and the well-being of our astronauts is always and will be our highest priority,” Isaacman said in announcing the decision last week.
The Associated Press Health and Science Department receives support from the Howard Hughes Medical Institute’s Department of Science Education and the Robert Wood Johnson Foundation. The AP is solely responsible for all content.
This screengrab from video provided by NASA TV shows the SpaceX Dragon departing from the International Space Station shortly after undocking with four NASA Crew-11 members inside on Wednesday, Jan. 14, 2026. (NASA via AP)
This screengrab from video provided by NASA TV shows the SpaceX Dragon departing from the International Space Station shortly after undocking with four NASA Crew-11 members inside on Wednesday, Jan. 14, 2026. (NASA via AP)
This photo provided by NASA shows clockwise from bottom left are, NASA astronaut Mike Fincke, Roscosmos cosmonaut Oleg Platonov, NASA astronaut Zena Cardman, and JAXA (Japan Aerospace Exploration Agency) astronaut Kimiya Yui gathering for a crew portrait wearing their Dragon pressure suits during a suit verification check inside the International Space Station’s Kibo laboratory module, Wednesday, Jan. 14, 2026. (NASA via AP)
