Improving the Car Rental Experience Starts With What Biz Travelers Want

Usually, renting a car when on a business trip brings annoying headaches with it. Waiting in a long line after sitting for hours on a plane, for instance, or getting a car you didn't actually reserve. But Jeff Kaelin, Avis Budget Group's vice president of product development, said a maintained focus on mobile experience and more robust digital customization is creating a better experience for business travelers. A future with increased choice is almost here, particularly as car rental companies get smarter about empowered travelers once they're in destination. Skift spoke to Kaelin about the future of rental cars, building a better experience for business travelers, and the inevitable endgame of personalization in ground transportation. This interview has been edited for length and clarity. Skift: Car rental has been averse to change as a sector, but the last few years have seen a bigger focus on technology. How has Avis worked to make the car rental experience better for b