EV Rentals: How to Improve the Experience
As electric vehicles become increasingly popular, more and more people are finding themselves behind the wheel of one, often for the first time, when renting a car. While this is a positive development for the transition to EVs (opinions typically change when someone actually sits behind the wheel) and the environment, it also raises a crucial question: Are rental car companies adequately preparing their customers for the unique aspects of driving an EV?
In the US at least, that answer is mixed, at best.
One of the most significant challenges for EV renters is understanding the charging process. Unlike ICE vehicles, EVs require some understanding of how charging works. While most rental car companies provide basic instructions on charging, many renters find themselves feeling overwhelmed and unsure about the process, with no direct access to quick answers. This can lead to anxiety and frustration, especially for those who are new to EVs. Those feelings could turn someone off EVs entirely, even if their issue is user error.
Another common concern for EV renters (and frankly, the general public, even though it’s largely inaccurate) is range anxiety. This fear of running out of battery power can significantly impact driving habits and overall enjoyment of the rental experience. Rental car companies need to provide clear guidance on factors that affect range, such as driving style, temperature, and terrain. A simple QR code with resources or an included guide in the vehicle could best help address this. By educating renters on these factors, companies can help alleviate anxiety and ensure a more enjoyable driving experience. In addition, making the point that owners typically do ~90% of charging or more at home, also could help settle some nerves.
In addition to providing information on charging and range, rental car companies should also communicate effectively with their customers. This includes providing clear instructions on how to locate charging stations, understanding the different types of charging connectors, and using the EV's onboard navigation system to plan routes. This is especially true when agencies rent EVs to those unprepared to use one: some agencies have been known to assign EVs to customers who did not indicate they wanted one, therefore making the importance of clear communication even more important. By ensuring that renters have all the necessary information, companies can help them feel confident and prepared for their journey.
As the demand for EV rentals continues to grow, it is essential that rental car companies take proactive steps to educate their customers. Providing comprehensive information on charging, range, and other important aspects of EV driving is absolutely essential and companies can help ensure a positive and enjoyable rental experience for all by doing so, also helping their bottom line as well.
In a recent blog article, EVA Board Member John Higham explained his experience with renting an EV in Norway: “The experience was markedly different in Norway. Without prompting, the clerk at the rental counter explained that if we DC fast-charged using the Elton network that all I had to do was plug in, and the tariff would auto-magically appear on my rental car bill when I returned the car -- “But of course,” they continued, “You can charge anywhere. Will you need help finding places to charge? I can recommend several different apps to help you locate places to charge.” The entire process was consumer oriented and well-orchestrated with none of it being throwing you into the deep-end to see if you sink or swim that has marred EV rentals in the US.”
Are you an EV renter? Have you encountered any challenges with your rental experience? Share your thoughts in the comments below.