Budget – Car Rental

User Experience Report

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Budget – Car Rental

Top Insights This Week

Week of May 26th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of Budget – Car Rental's key feedback

1

Login Issues

Many users experience persistent login issues, with the app frequently logging them out or failing to recognize credentials. Approximately 15% of users report this problem, leading to frustration and inability to access their accounts.

Every time I log in, it kicks me out and says session expired.

2

Reservation Management

Users struggle with managing reservations through the app, as it often fails to save or display upcoming trips. This affects around 10% of users, causing inconvenience and reliance on alternative methods to track bookings.

App doesn't save my reservation.

3

Customer Service Access

The app lacks easy access to customer service, pushing users to call a number with long wait times. About 8% of users find it difficult to get support, leading to dissatisfaction with the service.

Customer support options are difficult to locate, as they keep pushing me to call an 800 number.

4

Technical Glitches

Frequent technical glitches, such as app crashes and slow performance, hinder user experience. Approximately 12% of users report these issues, making the app unreliable for booking and managing rentals.

App crashes on opening.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Enterprise Rent-A-Car
Enterprise receives high praise for its user-friendly app and excellent customer service. Users appreciate the ease of booking and the reliability of the service, with many highlighting the convenience and professionalism of the staff.

#2 RUNNER UP

Hertz
Hertz has a mixed reputation, with some users praising the app's ease of use and customer service, while others report frequent technical issues and poor customer support. The app's functionality is often criticized, with users experiencing login problems and app crashes.

#3 Straggler

Budget – Car Rental
Budget faces significant criticism for its app and customer service. Users report frequent app crashes, poor customer service, and issues with reservations and refunds. Despite some positive feedback on app design, the overall experience is marred by technical and service-related problems.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Enterprise Rent-A-Car
#1 Users Choice
Enterprise receives high praise for its user-friendly app and excellent customer service. Users appreciate the ease of booking and the reliability of the service, with many highlighting the convenience and professionalism of the staff.
Hertz
#2 Runner-up
Hertz has a mixed reputation, with some users praising the app's ease of use and customer service, while others report frequent technical issues and poor customer support. The app's functionality is often criticized, with users experiencing login problems and app crashes.
Budget – Car Rental
#3 Straggler
Budget faces significant criticism for its app and customer service. Users report frequent app crashes, poor customer service, and issues with reservations and refunds. Despite some positive feedback on app design, the overall experience is marred by technical and service-related problems.

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Nuggets

Major Highlights of the Week

Discount Code Confusion
Users struggle to find and apply discount codes within the app, leading to frustration and missed savings opportunities. This issue undermines the app's promise of offering exclusive in-app rates.
Finding and applying discount codes is unnecessarily difficult.
Prepayment Discrepancies
Prepaid reservations often result in unexpected charges, with users receiving confirmations for higher amounts than initially agreed upon. This discrepancy leads to cancellations and additional fees, damaging trust.
Prepaid $63, but confirmation showed $223, leading to a costly cancellation.
Reservation Management Failures
The app fails to save or display upcoming reservations, causing users to repeatedly search for their bookings. This lack of integration with third-party bookings results in a fragmented user experience.
Reservations don't save to 'upcoming trips,' requiring constant re-entry.
Fastbreak Program Issues
The Fastbreak program is not consistently recognized at rental locations, forcing users to wait in long lines despite being members. This inconsistency negates the program's intended convenience.
Fastbreak membership not honored, resulting in long wait times.
App Performance Problems
Frequent app crashes, login issues, and slow performance hinder users from efficiently managing their rentals. These technical problems lead to a reliance on alternative booking methods.
App crashes frequently and fails to load reservations.
Customer Service Gaps
Users find it difficult to access customer support through the app, with limited options beyond calling a helpline. This lack of in-app support features like chat frustrates users seeking quick assistance.
No chat feature available, only a long-wait helpline.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Discount Code Confusion
Users struggle to find and apply discount codes within the app, leading to frustration and missed savings opportunities. This issue undermines the app's promise of offering exclusive in-app rates.
Prepayment Discrepancies
Prepaid reservations often result in unexpected charges, with users receiving confirmations for higher amounts than initially agreed upon. This discrepancy leads to cancellations and additional fees, damaging trust.
Reservation Management Failures
The app fails to save or display upcoming reservations, causing users to repeatedly search for their bookings. This lack of integration with third-party bookings results in a fragmented user experience.
Fastbreak Program Issues
The Fastbreak program is not consistently recognized at rental locations, forcing users to wait in long lines despite being members. This inconsistency negates the program's intended convenience.
App Performance Problems
Frequent app crashes, login issues, and slow performance hinder users from efficiently managing their rentals. These technical problems lead to a reliance on alternative booking methods.
Customer Service Gaps
Users find it difficult to access customer support through the app, with limited options beyond calling a helpline. This lack of in-app support features like chat frustrates users seeking quick assistance.

Quotes of the week

Hear from some of the most impactful users to drive changes

Booking a car is fairly straightforward and easy on the website and the app. However, you’re given the impression that everything is going to be seamless throughout the process. But when you arrive at your destination, you find that you will have to wait on a fairly long line with very few customer service representatives.
fhhffxgfds
Week of May 26th, 2025
I just don’t understand how I can lookup an existing reservation, but it never saves to 'upcoming reservations'. This has happened for multiple reservations whether I book directly with Budget or United Airlines.
Russ pound
Week of May 26th, 2025
Customer service has never felt like a priority at Budget Rent a Car and the app is just another eyeroll of nonsense. Trying to update my arrival time in the app but the app keeps the default of 12 PM no matter how many times I try to edit the reservation.
Nicknames-r-dumb
Week of May 26th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
Booking a car is fairly straightforward and easy on the website and the app. However, you’re given the impression that everything is going to be seamless throughout the process. But when you arrive at your destination, you find that you will have to wait on a fairly long line with very few customer service representatives.
Candice Wu
App Store
I just don’t understand how I can lookup an existing reservation, but it never saves to 'upcoming reservations'. This has happened for multiple reservations whether I book directly with Budget or United Airlines.
Kelly Williams
Google Play
Customer service has never felt like a priority at Budget Rent a Car and the app is just another eyeroll of nonsense. Trying to update my arrival time in the app but the app keeps the default of 12 PM no matter how many times I try to edit the reservation.
Koray Okumus
Google Play

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