Is contactless car hire worth it?
Tempted by contactless car hire? Here are 3 things to keep in mind before you make your mind up.
How times change. For decades, businesses of all shapes and sizes were obsessed with the human touch. Customer service was all about face-to-face interaction and investment in physical spaces was paramount.
Fast forward to 2024, and we seem to be entering a self-service, check-yourself-in era: a time in human history when the human touch seems further and further away.
This new contactless era isn't the preserve of digital natives. People who grew up without the internet are now presenting tickets to concerts on dedicated phone apps, checking out their own groceries and using smart meters.
The trend is clear – and it has its advantages. But in our opinion, it's not always a good thing. Case in point: contactless car hire.
Contactless car hire is where you hire a car online or through an app – but the whole transaction is done without any human contact. Instead of picking up the keys, you use your phone.
Advocates point to the convenience. But before you book a contactless car rental, here are three things to consider.
1. Connectivity matters
The world is more connected than ever. But that doesn't mean internet connectivity is evenly distributed.
In your own life, there's probably a point on your daily commute when your phone starts to buffer. There might even be a spot in your own house that needs an extender. It's not the end of the world – but talking to your internet provider about the problem isn't something anyone looks forward to.
Now, imagine you're trying to unlock your rental car in a signal blackspot. Without connectivity, you won't be able to. At best, you're delayed. At worst, you're stranded.
We're not scaremongering. There are documented instances of customers being unable to access their cars, especially in remote areas.
But you don't have to be up a mountain to experience this. It can happen pretty much anywhere. For this reason alone, many drivers find that good old-fashioned metal keys are best.
2. The human touch
When things go wrong, do you want to talk to a human or a bot? There's no right answer to the question. Some people prefer faceless communication for all sorts of reasons, and we're not judging.
But in a pickle, most of us can relate to Bruce Springsteen: "I just want someone to talk to / And a little of that human touch". It doesn't matter whether it's a question about the air con or a serious incident – you want empathy and action, not a chatbot's decision trees.
Picture the scene. You've got somewhere to be and you can't unlock the car. Do you want to ring a call centre and have someone read to you from a script? Or do you want to ring the dealer who rented you the car in the first place?
There's no right or wrong answer. But if our years of experience in the hire car trade have taught us anything, it's that customers tend to prefer the second option.
A good car dealership will be on hand to answer your questions and help you out every step of the way – from booking to collection, from your rental period to drop-off. And because you'll already have spoken to them, you'll be less likely to find the exchange tense, cold or frustrating.
These days, of course, it's not an either/or. Many of us communicate with companies both face-to-face and online. But in some situations, the human touch is best – and we believe car rental is one of them.
3. Limited choice
One of the undersung perks of car rental is that it allows drivers to try out cars they wouldn't normally drive. For the length of your rental period, you get to enjoy a calibre of car you might not be able to afford, fresh from the factory.
But for this to be possible, your rental company needs a varied fleet. And by and large, contactless car hire options are limited.
This could change, of course. If contactless car hire companies become a more popular choice, their fleets could grow. But at the moment, you're restricted to models with the necessary tech for contactless use.
If you're on a budget, contactless car hire is rarely prudent. You'll find yourself paying hand over fist for a car fitted with features that are as unnecessary as they are undeniably cool.
Far better to go to a physical dealership with a wide range of vehicles to choose from. Nine times out of 10, you'll have a frank conversation with the dealer about your requirements. Doesn't that sound better than filling in an online form?
On a red letter day, this could lead to a discount. On pretty much any day, however, it will make the process smoother, happier and more personalised.
What are the advantages of contactless car hire?
It's not all bad news, of course. There's no denying that contactless car rental can be quicker simply because you don't need to wait in line.
If you're a frequent renter, you could know exactly what you want and where to get it. In this situation, you don't necessarily need a face-to-face interaction with the rental firm.
The other advantage is that you can hire vehicles around the clock. You don't need to visit the rental company during business hours.
The counterargument to this, of course, is that very few people need a rental car at the drop of a hat on a Tuesday night. Nevertheless, contactless car hire does give you that option.
The bottom line
Contactless services are on the rise – and here at MVH Rental, we believe they have a lot to offer. In the case of car hire, however, we know there's no need to reinvent the wheel. Whichever option you choose, we wish you safe travels!
Looking for affordable
car hire in Tyne and Wear? Call MVH Rental on (0191) 4888 700 for a quick, competitive quote – and the kind of friendly service you'll never get from an app.
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