An Overview of Customer Complaints in Car Rental Activities from Romania

Abstract

Ever-growing tourism with a higher competitive market of services, the car rental segment is essential in the development of the tourist transport services, in order to fulfill and satisfy the mobility needs of the customers. The paper focuses on the identification of the most frequent complaints and the efficient management that can be implemented in order to minimize the negative impact that affects the car rental provider and to effectively address the measures to regain customer trust and brand loyalty.