Customers with Mobility Impairments
NATIONAL CAR RENTAL
STATEMENT OF POLICIES AND PROCEDURES FOR THE
PROVISION OF SERVICES TO INDIVIDUALS
WITH MOBILITY IMPAIRMENTS
National is committed to providing rental services that provide equal access to our customers with disabilities and that comply with the Americans Disabilities Act. It is the policy of National not to discriminate against any renter on the basis of his or her disability and to provide equal service to all of their customers.
The goal of this Statement is to assure individuals with mobility impairments that their needs will be safely met at all of our company owned and operated facilities and to inform them of National's current procedures for providing accessible services.
II. PROCEDURES TO BE FOLLOWED BY INDIVIDUALS WITH MOBILITY IMPAIRMENTS WHEN MAKING RENTAL CAR RESERVATIONS
National will maintain a dedicated 24-hour toll-free number (888) 273-5262 for their customers with disabilities, including customers with mobility impairments, such as wheelchair users. Hearing impaired users of TTY devices should call (800) 328-6323. In order to reserve a vehicle and/or to discuss options for traveling between airport terminals and off-site National car rental car lots, a customer should call the designated toll-free number to speak to an agent who is trained and experienced in providing options for customers with special travel needs. If a customer calls the National general toll-free number and identifies him or herself as an individual with mobility impairment who has accessibility needs, the agent will transfer the customer to the dedicated line for customers with disabilities.
III. PROCEDURES TO BE FOLLOWED BY INDIVIDUALS WITH MOBILITY IMPAIRMENTS WHEN DE-PLANING
Because individual airports have varying security restrictions and configuration, if the rental vehicle lot is off-site National will either provide accessible shuttle bus service to the off-site rental vehicle lot or dispatch an appropriate rental vehicle to the airport terminal.
De-planing passengers with mobility impairments should proceed in accordance with the directions received at the time the reservation was made. This will generally consist of proceeding directly to: (1) an accessible shuttle bus; (2) a designated rental car service desk; or (3) an accessible telephone (either the designated National phone, or a public phone) to notify National of their arrival.
Generally, service can best be ensured by making a confirmed reservation in advance of arrival. If an advance reservation has not been made, an individual should discuss his or her needs with a National representative at the airport service desk to determine if an appropriate vehicle is available. If there is no service desk within the terminal, he or she should call (888) 273-5262 to determine vehicle availability.
IV. PROCEDURES TO BE FOLLOWED BY INDIVIDUALS WITH MOBILITY IMPAIRMENTS WHEN RETURNING RENTAL VEHICLES
When returning a rental vehicle, the customer should follow the airport signs for car rental return, which will direct the customer to the National service facility. Upon returning the car, the customer should advise the agent checking in the rental cars that he or she has mobility impairment. The agent will either arrange to have the customer driven to the airport terminal in the rental vehicle or direct the customer to an accessible vehicle.
V. OTHER ACTIONS TO ENSURE EQUAL SERVICE WHEN RENTING A CAR
National will maintain at least one working accessible shuttle bus vehicle in operation at each corporate owned National location. Customers will be advised that this excludes those locations that are owned and operated by Licensees.
National has and will continue to train all appropriate current and new employees with a role in the vehicle reservation, pickup, and/or delivery processes on how to implement the policies and procedures outlined in this Policy Statement. In addition, all employees will be reminded of these policies and procedures annually.
Trained agents who handle the toll-free hotline dedicated to serving customers with mobility impairment will be able to inform customers of how service will be provided at a particular airport. National will post a copy of these procedures on the National web site.