Against the backdrop of a quickly evolving world, we want you to know we remain committed and ready to help you get to wherever you need to be. As an essential service provider, we’ve remained open to serve customers who rely on us to provide critical mobility options and those on the front line of relief efforts.
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 and between trips. This includes baggage racks, door handles, and seat backs. All surfaces are thoroughly cleaned and sanitized with a disinfectant at least once per day.
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.
Taking Precautions to Reduce Spread
While we are accepting reservations from any branch location on the web or by phone, we have limited our physical locations by consolidating operations to centralized branches. We are also continuing to monitor the situation and open branches back up as appropriate in areas where we are able.
After you make a reservation online, you may be contacted by an Enterprise employee to help arrange a vehicle transfer point that may differ from your originating branch location.
For reservations made on your behalf by a third party, such as an insurance carrier, the process is the same. An Enterprise employee will contact you to arrange the details to fulfill your reservation.
This precaution helps protect employees and customers, keeping our open locations and physical interaction to a minimum while still maximizing our availability for those that need our services.
Employee and Customer Safety and Wellbeing
While we have limited our open physical locations as much as possible, rental agents are available on site to assist in the actual transfer of vehicles.
Enterprise is committed to providing a safe work environment during this challenging time and continues to monitor the situation, implementing additional safety measures as needed.
In addition to branch employees, we also have remote customer service staff working to answer your questions and help you arrange or change reservations.
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:
- Wearing masks or facial coverings
- Limiting the number of employees in a location
- 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.
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, the National Car Rental 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.
Emerald Club has also extended the use of free days earned from its annual “One Two Free” (U.S.) and “Rent Rent Reward” (Canada) promotion from June 15 to December 31. Additionally, One Two Free days earned can be redeemed at U.S. Enterprise Rent-A-Car neighborhood locations.