# Simple and Robust Car Rental Process

## Purpose

This document defines a simple, robust operating process for a rental car company. It covers the full rental lifecycle from booking to vehicle return.

The process is designed to be easy for staff to follow, fast for customers, and strong enough to protect the company from payment issues, damage disputes, missing vehicles, and unclear responsibilities.

## Core Process

The rental operation should be built around four control points:

1. Booking
2. Vehicle Preparation
3. Pickup
4. Return

Everything in the process should support one of these goals:

- Confirm the customer is eligible to rent.
- Confirm the vehicle is available and ready.
- Secure payment and deposit before release.
- Document vehicle condition at pickup and return.
- Close the rental clearly and fairly.

---

# 1. Booking

## Goal

The goal of booking is to confirm who the customer is, what they need, and whether the company can safely rent to them.

## Required Customer Information

Collect the following information for every booking:

- Full customer name
- Phone number
- Email address
- Driver's license details
- Pickup date and time
- Return date and time
- Pickup location
- Return location
- Vehicle class
- Payment method
- Insurance choice
- Special requests, if any

Special requests may include:

- Child seat
- GPS device
- Additional driver
- One-way rental
- Airport pickup
- After-hours return
- Electric vehicle request

## Booking Checks

Before confirming a booking, staff or the system must check:

- Vehicle availability
- Driver age eligibility
- Driver's license validity
- Deposit requirement
- Payment method validity
- Previous unpaid balance
- Customer blacklist or restriction status

If any check fails, the booking must not be confirmed until the issue is reviewed by a manager.

## Booking Confirmation

After approval, send the customer a confirmation by email or SMS.

The confirmation must include:

- Booking number
- Pickup date, time, and location
- Return date, time, and location
- Vehicle class
- Estimated total price
- Deposit amount
- Required documents
- Fuel or charging rule
- Late return rule
- Cancellation rule
- Company contact information

## Booking Checklist

- [ ] Customer details collected
- [ ] License details collected
- [ ] Vehicle availability confirmed
- [ ] Price confirmed
- [ ] Deposit amount confirmed
- [ ] Insurance choice recorded
- [ ] Special requests recorded
- [ ] Confirmation sent to customer

---

# 2. Vehicle Preparation

## Goal

The goal of vehicle preparation is to make sure the car is ready before the customer arrives.

## Vehicle Assignment

Assign a specific vehicle to the booking before pickup whenever possible.

The assigned vehicle must match:

- Booked vehicle class
- Required seating capacity
- Transmission preference, if applicable
- Fuel or electric vehicle preference, if applicable
- Special requests, if applicable

If the exact vehicle is unavailable, staff may assign an equal or higher-class vehicle according to company policy.

## Vehicle Readiness Checklist

Before pickup, staff must check:

- [ ] Vehicle is clean inside
- [ ] Vehicle is clean outside
- [ ] Mileage recorded
- [ ] Fuel or battery level recorded
- [ ] Tires checked visually
- [ ] No dashboard warning lights
- [ ] Lights working
- [ ] Registration document available
- [ ] Insurance document available
- [ ] Keys available
- [ ] Requested accessories installed or included
- [ ] Pickup photos taken
- [ ] Existing damage recorded

## Vehicle Statuses

Use simple vehicle statuses only:

| Status | Meaning |
|---|---|
| Available | Vehicle can be booked. |
| Reserved | Vehicle is assigned to a future booking. |
| Ready | Vehicle is prepared for pickup. |
| On Rent | Vehicle is currently with a customer. |
| Returned | Vehicle has been returned but not yet processed. |
| Needs Cleaning | Vehicle requires cleaning before reuse. |
| Needs Maintenance | Vehicle requires mechanical service. |
| Damage Review | Vehicle has possible damage that must be reviewed. |
| Blocked | Vehicle cannot be rented. |

## Preparation Checklist

- [ ] Booking reviewed
- [ ] Vehicle assigned
- [ ] Vehicle cleaned
- [ ] Mileage recorded
- [ ] Fuel or battery recorded
- [ ] Vehicle photos taken
- [ ] Documents inside vehicle
- [ ] Keys ready
- [ ] Accessories ready
- [ ] Vehicle status changed to Ready

---

# 3. Pickup

## Goal

The goal of pickup is to verify the customer, secure payment, document the vehicle, and release the car quickly.

A standard pickup should normally take 10 to 15 minutes.

## Required Customer Documents

The customer must provide:

- Valid driver's license
- Government ID, if required
- Accepted payment card
- Proof of insurance, if using personal insurance
- Booking confirmation, if needed

The name on the driver's license should match the booking and payment method unless manager approval is given.

## Pickup Steps

1. Find the booking in the system.
2. Verify the customer's identity.
3. Verify the driver's license.
4. Confirm return date, time, and location.
5. Confirm vehicle class and assigned vehicle.
6. Process rental payment.
7. Authorize or collect deposit.
8. Confirm insurance choice.
9. Walk around the vehicle with the customer.
10. Take pickup photos.
11. Record mileage.
12. Record fuel or battery level.
13. Record existing damage.
14. Have the customer sign the rental agreement.
15. Give the customer the keys and emergency contact information.
16. Change vehicle status to On Rent.

## Pickup Inspection

The pickup inspection must include:

- Front of vehicle
- Rear of vehicle
- Left side
- Right side
- Roof, if visible
- Windshield
- Windows
- Mirrors
- Tires
- Wheels
- Interior seats
- Dashboard
- Trunk
- Fuel or charging area

Photos must be uploaded to the rental record before the vehicle is released.

## Rental Agreement Requirements

The rental agreement must include:

- Customer name
- Authorized drivers
- Vehicle make, model, color, and plate number
- Pickup date and time
- Expected return date and time
- Pickup and return locations
- Starting mileage
- Starting fuel or battery level
- Rental rate
- Deposit amount
- Insurance choice
- Mileage limit, if applicable
- Fuel or charging policy
- Late return policy
- Damage policy
- Cleaning policy
- Smoking policy
- Toll and fine responsibility
- Accident reporting process
- Customer signature
- Staff signature

## Pickup Checklist

- [ ] Booking found
- [ ] Customer ID verified
- [ ] Driver's license verified
- [ ] Return details confirmed
- [ ] Payment completed
- [ ] Deposit authorized or collected
- [ ] Insurance choice confirmed
- [ ] Vehicle inspected with customer
- [ ] Pickup photos uploaded
- [ ] Mileage recorded
- [ ] Fuel or battery level recorded
- [ ] Existing damage recorded
- [ ] Agreement signed
- [ ] Keys given
- [ ] Emergency contact provided
- [ ] Vehicle status changed to On Rent

---

# 4. During the Rental

## Goal

The goal during the rental period is to handle changes, incidents, and support requests without confusion.

## Customer Support

The customer must be able to contact the company for:

- Rental extension
- Accident
- Breakdown
- Flat tire
- Lost key
- Vehicle issue
- Return location question
- Payment issue

## Rental Extension Process

Before approving an extension, staff must:

1. Check vehicle availability.
2. Confirm the new return date and time.
3. Calculate additional charges.
4. Process additional payment or authorization.
5. Update the rental agreement.
6. Send written confirmation to the customer.

Verbal-only extensions are not allowed.

## Accident Process

If the customer reports an accident, staff must instruct the customer to:

- Stop safely.
- Call emergency services if needed.
- Take photos of all vehicles and damage.
- Collect other driver details, if applicable.
- Get a police report if required.
- Contact the rental company immediately.
- Avoid driving the vehicle if it is unsafe.

Company staff must:

- Open an incident record.
- Collect photos and documents.
- Contact the insurer if needed.
- Arrange towing if needed.
- Arrange a replacement vehicle if approved.
- Change vehicle status if the vehicle is no longer rentable.

## Breakdown Process

If the vehicle breaks down, staff must:

1. Confirm the customer's location.
2. Confirm customer safety.
3. Ask about warning lights or symptoms.
4. Contact roadside assistance.
5. Arrange towing if required.
6. Arrange a replacement vehicle if approved.
7. Record the incident.
8. Mark the vehicle as Needs Maintenance or Blocked.

---

# 5. Return

## Goal

The goal of the return process is to close the rental fairly, document the condition of the vehicle, and prepare the car for the next customer.

## Return Steps

1. Find the rental agreement.
2. Record actual return time.
3. Record return mileage.
4. Record fuel or battery level.
5. Inspect the exterior.
6. Inspect the interior.
7. Compare condition with pickup photos.
8. Check keys and accessories.
9. Check for customer belongings.
10. Take return photos.
11. Calculate final charges.
12. Release or adjust the deposit.
13. Send final receipt.
14. Change vehicle status.

## Return Inspection

The return inspection must include:

- Exterior damage
- Interior damage
- Glass condition
- Tire condition
- Wheel condition
- Fuel or battery level
- Mileage
- Smoking odor
- Pet hair
- Stains
- Trash
- Missing accessories
- Warning lights
- Keys and key fobs

The return inspection should be completed with the customer present whenever possible.

## Damage Found at Return

If new damage is found, staff must:

1. Compare pickup photos with return photos.
2. Show the customer the damage.
3. Take clear photos of the damage.
4. Record the damage location and description.
5. Ask the customer to sign the damage report.
6. Escalate to a manager if the customer disputes the damage.
7. Keep the vehicle in Damage Review status until resolved.

If the customer refuses to sign, staff must write:

> Customer refused to sign damage acknowledgment.

The staff member must still complete the damage report and upload evidence.

## Final Charges

Final billing may include:

- Base rental charge
- Extra rental time
- Late return fee
- Extra mileage fee
- Fuel refill fee
- EV recharge fee
- Cleaning fee
- Smoking fee
- Damage charge
- Lost key charge
- Missing accessory charge
- Toll charges
- Traffic fines
- Administration fees

All charges must be supported by the rental agreement, system records, or photo evidence.

## Deposit Handling

If there are no additional charges:

- Close the rental.
- Release the deposit hold.
- Send the final receipt.

If there are additional charges:

- Deduct approved charges.
- Send an itemized invoice.
- Attach evidence if needed.
- Release any remaining deposit.

## Return Checklist

- [ ] Rental agreement found
- [ ] Return time recorded
- [ ] Mileage recorded
- [ ] Fuel or battery level checked
- [ ] Exterior inspected
- [ ] Interior inspected
- [ ] Pickup photos reviewed
- [ ] Return photos taken
- [ ] Keys returned
- [ ] Accessories returned
- [ ] Lost property checked
- [ ] Final charges calculated
- [ ] Deposit released or adjusted
- [ ] Receipt sent
- [ ] Vehicle status updated

---

# 6. Post-Return Processing

## Lost Property Check

Staff must check:

- Glove box
- Center console
- Door pockets
- Under seats
- Trunk
- Seat pockets
- Charging cable area

Any found item must be logged with:

- Date found
- Vehicle plate number
- Rental agreement number
- Item description
- Staff name
- Storage location
- Customer notification status

## Cleaning

After return, assign the vehicle to the correct cleaning level:

- Light cleaning
- Standard cleaning
- Deep cleaning
- Smoke treatment
- Pet hair removal
- Stain removal

If extra cleaning is required, staff must take photos before cleaning.

## Maintenance Check

Staff must check for:

- Dashboard warning lights
- Tire pressure issues
- Fluid leaks
- Brake issues
- Unusual sounds
- Service due alerts
- EV charging issues

After cleaning and maintenance review, update the vehicle status to one of the following:

- Available
- Needs Cleaning
- Needs Maintenance
- Damage Review
- Blocked

---

# 7. Simple Policy Set

The company must define clear written policies for:

- Cancellation
- No-show
- Late pickup
- Late return
- Fuel return
- EV battery return
- Mileage limit
- Extra mileage
- Insurance
- Damage
- Smoking
- Pets
- Cleaning
- Lost keys
- Tolls
- Traffic fines
- Unauthorized drivers
- Accidents
- Breakdowns
- Deposit release timing

Each policy should be written in plain language and shown to the customer before pickup.

---

# 8. Staff Roles

## Rental Agent

The rental agent is responsible for:

- Processing bookings
- Verifying customer documents
- Explaining rental terms
- Processing payments
- Completing pickup inspections
- Completing return inspections
- Updating vehicle status

## Fleet Staff

Fleet staff are responsible for:

- Cleaning vehicles
- Fueling or charging vehicles
- Moving vehicles
- Checking readiness
- Reporting damage or maintenance issues

## Manager

The manager is responsible for:

- Approving exceptions
- Handling disputes
- Reviewing damage claims
- Approving high-risk rentals
- Monitoring daily operations
- Reviewing overdue vehicles

---

# 9. System Requirements

The rental company should use one central rental system for:

- Bookings
- Customer records
- Vehicle records
- Availability
- Payments
- Deposits
- Rental agreements
- Pickup photos
- Return photos
- Damage records
- Invoices
- Vehicle statuses

## Core System Rule

Each rental must have:

- One booking
- One customer record
- One assigned vehicle
- One rental agreement
- One final invoice

If staff need to check several different places to understand one rental, the system is too complicated.

---

# 10. Non-Negotiable Controls

The following controls must never be skipped:

- Valid driver's license check
- Payment before vehicle release
- Deposit before vehicle release
- Signed rental agreement
- Pickup photos
- Return photos
- Mileage record at pickup and return
- Fuel or battery record at pickup and return
- Written insurance choice
- Written extension approval
- Damage evidence before charging customer

These controls protect the company from avoidable losses and disputes.

---

# 11. Standard Operating Flow

## Before Pickup

1. Customer books vehicle.
2. System confirms availability.
3. Staff assigns vehicle.
4. Vehicle is cleaned and checked.
5. Customer receives pickup reminder.

## At Pickup

1. Staff verifies customer.
2. Staff verifies license.
3. Payment and deposit are processed.
4. Vehicle is inspected.
5. Agreement is signed.
6. Keys are released.
7. Vehicle status becomes On Rent.

## During Rental

1. Company supports customer if needed.
2. Extensions are handled in writing.
3. Accidents and breakdowns are recorded.
4. Overdue rentals are monitored.

## At Return

1. Vehicle is returned.
2. Mileage and fuel or battery are recorded.
3. Vehicle is inspected.
4. Final charges are calculated.
5. Deposit is released or adjusted.
6. Receipt is sent.
7. Vehicle is cleaned and reset.

---

# 12. Operating Principle

The company should design the process so a new employee can follow it using checklists, not memory.

The process should rely on:

- Clear vehicle statuses
- Short checklists
- Photo evidence
- Written confirmations
- Manager approval for exceptions

A simple rental process is not a weak process. It is a controlled process with fewer places for mistakes to hide.
