Renting a Car During COVID-19 - FAQs

Topics

Branch Information
Reservations
Loyalty
Vehicle Cleaning

Branch Information

Is Enterprise open during the Coronavirus outbreak?

Yes. Enterprise is an essential services provider that remains open to meet critical transportation and personal mobility needs. We’re here to serve those who need a vehicle and to help frontline responders including healthcare professionals, emergency responders, emergency services, utilities, military and local governments continue to move critical goods and services during this global health crisis. We are committed and ready to help you get wherever you need to be.

Are rental vehicles available for frontline responders?

As an essential services provider, we are committed to supporting our frontline responders now more than ever. This includes supporting our healthcare professionals, emergency responders and the many others supporting our communities during this global health crisis with vehicles to meet their critical transportation and personal mobility needs.

What Enterprise locations are open?

We have recently consolidated our neighborhood operations and have implemented additional safety precautions in light of the COVID-19 (Coronavirus) outbreak.

If you have an existing reservation, your local branch should be reaching out to you if any updates to your reservation are required.
If you want to make a reservation, reach out to your local rental branch or call 1-855-266-9565 to make a reservation.

What are Enterprise’s operation hours during the Coronavirus outbreak?

In some locations, we have adjusted our hours of operation to better protect customers and employees. Find your neighborhood car rental branch to see the most up-to-date operating hours.

What is the current Enterprise car rental process during the COVID-19 (Coronavirus) outbreak?

During this time, the rental process remains the same. You can make a reservation online, through the app or by calling 1-855-266-9565.

To streamline your rental experience further and enable you to safely practice social distancing when picking up your rental vehicle, we’re introducing Advance Check-In. At more than 200 locations -- with more coming soon -- check-in before your rental and you'll experience a faster, low-touch rental process. It only takes a few minutes and is easy to do.

We’re also implementing curbside pickup for vehicles at our locations to help promote social distancing while quickly getting you into your rental car and on your way. Delivery is also offered at select car rental locations throughout the country. Please contact your local rental branch for availability.

How does car rental return work during the Coronavirus outbreak?

If you are currently renting a car with us, your local branch should be reaching out to you about options to return your rental vehicle. If you have any additional questions or are looking for more information, please call 1-855-266-9565.

Can I rent a car at the airport during the Coronavirus outbreak?

Yes, our airport locations are open. Find an airport car rental location and start a reservation.

Does Enterprise offer curbside pickup for vehicles?

Yes, we’ve implemented curbside pickup for vehicles at our locations to help promote social distancing while quickly getting you into your rental car and on your way. Delivery is also offered at select car rental locations throughout the country. Please contact your local rental branch for availability.

Is it safe to rent a car during the COVID-19 outbreak?

Yes. During this unprecedented time, the safety of our community, coworkers and customers remains our top priority. That’s why we’ve implemented our Complete Clean Pledge. 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 now being trained to implement new and more comprehensive mandates that include enhanced cleaning guidance for vehicles, shuttles and branch locations, as well as social distancing practices.

Vehicles

Each of our vehicles is thoroughly cleaned between every rental and backed with the Complete Clean Pledge. This includes 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 including:

Key / key fob
Steering wheel
Steering column
Seat belts
Center console
Door interiors
Door pockets
Interior door handles
Exterior door handles
Seat pockets/seat surfaces
Areas between seats & consoles
Areas between seats & doorjambs
Cupholders / compartments
Instrument panel
Accessory panel/touchscreen
Rearview mirror/side mirrors
Visors/visor mirrors
Dashboard / vents
Gearstick/gear shift
Trunk release
Among any other high-touch areas

We also have measures in place to immediately isolate and quarantine any vehicle if needed.

Shuttles

High-touch areas of our shuttles are cleaned and sanitized using a disinfectant frequently 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. We are also 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.

Branch Locations

Employees working in our branch locations are following best practices recommended by leading health authorities. These practices also include:

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 gloves and a disinfectant when cleaning vehicles
Minimizing customer interaction at vehicle pickup or delivery
Ensuring local teams have supplies and resources needed

Employees are also frequently sanitizing touchable surfaces with disinfectant throughout the day. These include countertops, phones, tablet devices, payment devices, door handles, among other high-touch areas. Additionally, all employees have been made aware that if they ever feel uncomfortable with working in a physical location, they are under absolutely no obligation to work.

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. For additional questions, please visit our main car rental FAQs page.

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Reservations

Can I cancel my existing reservation?

Yes. We have extended our existing no-fee cancellation policy to include customers with pre-paid rentals booked directly through us. Reservations can be canceled using your confirmation number along with your first and last name on our website, confirmation email or on the app. Enterprise Plus loyalty members can also see all upcoming reservations from the account page.

Customers who have booked a rental through a third-party are encouraged to contact that party directly to understand their policy.

Can I extend my reservation?

Yes. If you’re using the Enterprise App, you can reference your Rental Agreement Number and click “Call to Extend Your Rental”. You can also reach out to your rental branch or call 1-855-266-9565 to extend your reservation.

Can I change my rental pick up/drop off time?

Yes. You can continue to modify your reservation, including vehicle, location, date and time using the website or Enterprise app. If you booked using a third party, you will need to modify your reservation using that third party.

If you’ve already picked up your rental vehicle, reference your Rental Agreement Number and click “Call to Extend Your Rental” in the Enterprise App to extend your rental. You can also reach out to your rental branch or call 1-855-266-9565 for more information.

I have a mechanical issue with my rental - what do I do?

If your rental car breaks down due to a mechanical failure and it is not drivable, be sure to get to a safe place out of traffic. Then, call roadside assistance at 1-800-307-6666 and they will help you with the towing process.

Is my existing reservation still on?

Yes, we remain open. We have recently consolidated our neighborhood operations and have implemented additional safety precautions in light of current events. Your local branch should be reaching out to you if any updates to your reservation are required. For additional info please call 1-855-266-9565.

Can I rent a car with an expired driver's license?

If your driver’s license is expired as a result of COVID-19 related issues, please check with your local DMV or Department of Transportation to review the most up to date expired driver’s license extension information. You may not be able to secure a rental if your driver’s license is expired and your issuing state has not offered a formal extension due to COVID-19.

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Loyalty

Will elite tiers be extended as a result of COVID-19 travel restrictions?

Yes. Current Enterprise Plus elite members will receive a one-year status extension. So, if you’re a Silver, Gold or Platinum level member with a tier expiration date of 2/28/2021, your current status will be extended through February 28, 2022.

We’re also rolling over elite qualifying rentals and rental days.

For members who qualify for elite status in 2020:

If you earned based on paid rentals, any paid rentals you have beyond the qualification requirement will roll over to 2021. For example: If you have 15 paid rentals this calendar year, and it takes 12 rentals to qualify for Gold status, the remaining 3 paid rentals will roll over to 2021.
If you earned based on paid rental days, any paid rental days beyond the qualification requirement will roll over to 2021. For example: If you have 42 paid rental days this calendar year, and it takes 40 paid rental days to qualify for Gold status, the remaining 2 paid rental days will roll over to 2021.

For members who do not qualify for elite status in 2020:

All paid rentals and paid rental days will roll over to 2021.

This rollover of paid activity allows you to get a head start on your elite qualifying activity in 2021.

Enterprise Plus Elite Tier Qualifications

Silver: 6 Rentals

Gold: 12 rentals or 40 rental days

Platinum: 24 rentals or 85 rental days

Rentals or rental days beyond these qualifications will roll over to next year and count toward elite qualification in 2021, as noted above.

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Enhanced Cleaning Procedures

Does Enterprise require face masks in branch locations?

Yes. To protect you, our employees and our community, face coverings are required inside all our facilities.

What steps are being taken to clean the rental cars?

Clean vehicles have always been important to us, but at this moment in time, we know vehicle cleanliness is even more critical. Each rental vehicle is thoroughly cleaned between every rental and backed with the Complete Clean Pledge. This includes 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 including:

Key/key fob
Steering wheel
Steering column
Seat belts
Center console
Door interiors
Door pockets
Interior door handles
Exterior door handles
Seat pockets/seat surfaces
Areas between seats & consoles
Areas between seats & doorjambs
Cupholders/compartments
Instrument panel
Accessory panel/touchscreen
Rearview mirror/side mirrors
Visors/visor mirrors
Dashboard / vents
Gear stick/gear shift
Trunk release
Among any other high-touch areas

We also have measures in place to immediately isolate and quarantine any vehicle if needed.

What steps are being taken to clean Enterprise shuttles?

As part of the Complete Clean Pledge, we have expanded our already rigorous cleaning protocols following guidance from leading health authorities and in partnership with the travel industry. 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 now being trained to implement new and more comprehensive mandates that include enhanced cleaning guidance for shuttles.

What steps are being taken to clean Enterprise branches?

We have extended the Complete Clean Pledge at our rental locations. Our employees working in branch locations are following best practices recommended by leading health authorities. This includes frequently sanitizing touchable surfaces with disinfectant throughout the day. These include countertops, phones, tablet devices, payment devices, door handles, among other high-touch areas.

What is Enterprise doing to protect and reduce risk during this Coronavirus outbreak?

To help protect both customers and employees, we 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. We’ve also extended our existing no-fee cancellation policy to include customers with pre-paid rentals booked directly through us.

Our employees working in branch locations are following best practices recommended by leading health authorities. These practices include:

Limiting the number of employees in a location
Wearing face coverings
Using social distancing
Staying home if they are feeling ill
Frequently washing hands
Frequently sanitizing touchable surfaces with disinfectant
Using gloves and a disinfectant when cleaning vehicles
Minimizing customer interaction at vehicle pickup or delivery
Ensuring local teams have supplies and resources needed

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.

For additional questions, please visit our main car rental FAQs page.

Does Enterprise recommend any precautions when renting a car?

We’re following guidance from leading health authorities and in partnership with the travel industry when it comes to safety precautions. Some simple and safe steps you can take when picking up your rental vehicle are:

Wear face coverings
Practice social distancing
Wash your hands/use hand sanitizer
Utilize curbside pickup and delivery options for rental vehicles (Contact your local rental branch for availability.)

Should I clean my rental car before returning it?

We don’t require customers to sanitize their rental vehicles before returning them; however, we do expect rental cars to be returned in the same clean condition that they were first rented in. If a vehicle requires excessive cleaning or special cleaning products, a cleaning fee will be applied to your overall rental cost.

At Enterprise, we are committed to maintaining the highest standards of cleanliness in the industry with our Complete Clean Pledge. Following guidance from leading health authorities and in partnership with the travel industry, we pledge to go above and beyond our already rigorous cleaning protocols, including strict sanitizing procedures to protect the health and safety of all.

Does Enterprise charge a cleaning fee?

No; however, we expect rental cars to be returned in the same clean condition that they were first rented in. If a vehicle requires excessive cleaning or special cleaning products, a cleaning fee will be applied to your overall rental cost.

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