Bypass the Counter – And the Toll Booth: National Car Rental Helps Customers Get Where They’re Going Faster

NEWARK, N.J.--(BUSINESS WIRE)--For years, National Car Rental’s Emerald Club members have saved travel time by bypassing the rental counter. Now, National is giving customers the freedom to bypass the toll booth, as well, with a Toll Pass pilot program introduced this month in Newark, New Jersey.

“Completely satisfying a customer is what we call ‘Top Box’ performance”

“Whether they’re traveling for business or leisure, our customers want to get on the road and to their destination quickly and safely,” said Greg Stubblefield, president of National Car Rental.

The pilot program, which uses the E-ZPass electronic toll payment system, is initially offered at the National location at Newark Liberty International Airport, but will soon be offered at other National locations. In the coming months, the program will be expanded to National’s sister company, Alamo Rent A Car, and will be offered in additional states, including Delaware, Florida, Illinois, Indiana, Maine, Maryland, Massachusetts, New Hampshire, New York, Pennsylvania, Texas, Virginia and West Virginia.

Renters can choose to use the Toll Pass option by adding a per-day fee, plus the cost of tolls, to their rental agreement. After completion of the rental, they will be charged separately for any tolls they incur. The program is being administered by Highway Toll Administration LLC (HTA), which handles Toll Pass billing, toll road relations, inventory distribution and strategic guidance for National.

“We know from listening to our customers that they don’t like fumbling for loose change and waiting in line at toll booths,” Stubblefield said. “The added convenience of our Toll Pass option is one more way to let them know we’re listening, as part of our ongoing focus on customer service.”

For example, National Car Rental enhanced its customer service efforts last year by launching the NSQi (National Service Quality index) program, a unique approach to measuring and managing customer satisfaction and loyalty. NSQi surveys customers about whether they are “completely satisfied” – not just “satisfied” or “somewhat satisfied.”

“Completely satisfying a customer is what we call ‘Top Box’ performance,” stressed Stubblefield. “And by helping renters avoid waiting in cash toll payment lines, we’re giving them a car rental experience that improves their travel experience and increases their satisfaction level overall.”

To book a rental with the Toll Pass option, call 800-CAR-RENT, or book online at www.nationalcar.com.

About National Car Rental

Founded in 1947 and headquartered in St. Louis, National Car Rental is a premium, internationally recognized brand serving the daily rental needs of the frequent airport business traveler throughout the United States, Canada, Mexico, the Caribbean, Latin America, Asia, and the Pacific Rim. National is part of a global strategic alliance with Europcar, creating the world’s largest car rental network.

National helped pioneer the corporate-account business in the 1970s and then introduced the car rental industry’s first comprehensive frequent-renter program, Emerald Club, in 1987. Today, Emerald Club continues to expedite the car rental process for time-sensitive corporate travelers by offering counter bypass and automatic e-receipts as well as car choice – which enables customers to quickly choose their own vehicles without any paperwork and simply drive away.

National has been the “Official Car Rental Company of the PGA TOUR and Champions Tour” since 1994, and its partnership with the PGA extends through 2011. For more information about National, visit www.nationalcar.com.

About Highway Toll Administration, LLC

Highway Toll Administration, LLC (HTA) provides electronic toll collection services, video-based toll payment services, and full service toll violations processing and administration to the auto industry, primarily rental car agencies. Founded in October 2002 and headquartered in Great Neck, NY, HTA is the industry leader, pioneer, and the largest company in terms of rental agency customers and toll transaction volume. HTA is a private company not affiliated with any governmental agencies. For more information on HTA, visit www.htallc.com.