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We remain committed and ready to help you get to wherever you need to be. Below is an update and some of the steps we are taking to protect customers and employees.

Complete Clean Pledge
Today and every day, we are committed to maintaining the highest standards of cleanliness in the industry. Now more than ever, our customers and employees deserve to know we stand behind that commitment with our Complete Clean Pledge. We pledge to go above and beyond our already rigorous cleaning protocols, including strict sanitizing procedures to protect the health and safety of all.

While we’ve always had a very formal training process in place that instructs all employees on the proper cleaning of a vehicle, employees are being trained to implement new and more comprehensive mandates that include enhanced cleaning guidance for our vehicles, shuttles and branch locations, as well as social distancing practices.

Each of our vehicles is thoroughly cleaned and backed with the Complete Clean Pledge. Our procedures mandate a thorough washing, vacuuming, general wipe down, and sanitizing with a disinfectant that meets leading health authority requirements, with particular attention to more than 20-plus high-touch points. We are frequently reinforcing the importance of this process with our employees.

Social distancing protocols are implemented as passengers board, ride and depart from our shuttle buses. We are limiting the number of passengers on each bus, encouraging a one-way flow as passengers board and ensuring that passengers from different parties keep appropriate social distancing from others.

High-touch areas of our shuttles are cleaned and sanitized using a disinfectant frequently. This includes baggage racks, door handles, and seat backs. All surfaces are thoroughly cleaned and sanitized with a disinfectant at least once per day.

Branch Locations
The Complete Clean Pledge extends to our locations, as well.

We are implementing additional measures to clean and disinfect our locations, in alignment with guidance from health authorities. This includes frequently sanitizing touchable surfaces with disinfectant throughout the day, such as countertops, phones, tablet devices, payment devices, door handles, among other high-touch areas.

The cleaning guidance set forth in the Complete Clean Pledge is also aligned with the U.S. Travel Association’s (USTA) "Travel in the New Normal" guidance.

Employee and Customer Safety and Wellbeing
The employees working in branch locations are following the best practices recommended by various health authorities to help protect and reduce risk of spreading the virus. These practices include:

  • Limiting the number of employees in a location
  • Requesting employees and customers not fully vaccinated to wear face coverings
  • Using social distancing
  • Staying home if they are feeling ill
  • Frequently washing hands
  • Frequently sanitizing touchable surfaces with disinfectant
  • Using disposable gloves and a disinfectant when cleaning vehicles
  • Minimizing customer interaction at vehicle pickup or delivery
  • Ensuring local teams have supplies and resources needed

To help protect both customers and employees, we also have modified our service offerings. This includes the addition of curbside rentals at our locations to help promote social distancing by getting you quickly on your way while avoiding foot traffic in our locations.

Whether you are picking your vehicle up curbside, or if we deliver it to you at your workplace, body shop or home, we maintain proper distance throughout the process.

While we look forward to continuing to serve you during this time, we recognize some travel plans may change. We have extended our existing no-fee cancellation policy to include customers with pre-paid rentals booked directly through us. Customers who have booked a rental through a third-party are encouraged to contact that party directly to understand their policy.

Loyalty Programs
We are continuing to closely monitor the impact of travel restrictions on our members during this global health emergency. To support our loyal customers and ensure they can enjoy the status and benefits they have earned, National Car Rental is extending its loyalty benefits an additional year. Emerald Club Program Free Days now will not expire until Dec. 31, 2021. The full-year extension is an industry-first. Additionally, National and Enterprise Rent-A-Car brands have extended their elite tiers for another year through Emerald Club and Enterprise Plus, respectively.

Both Emerald Club and Enterprise Plus are also rolling over any qualifying rentals and rental days above those needed to get the member to the next tier, giving the member a balance into the following year.