Serve Don’t Sell…John WhitleySenior Director of Ancillary Sales

Close to 100 Years of Heritage

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Global Multibrand Expansion620,000+

Avg. car fleet

1920Jacobs sold his company

to John Hertz

1950Hertz enters

European Market

2009Firefly

(Advantage)

The brand for price seekers

2012Acquisition of

Dollar and Thrifty

Value brands for travellers seeking comfort and ease

1918Walter J. Jacobs opened first car

rental location

Car Rental is easy…

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Technology cannot save us

• Break apart the journey and the pain points

• Basket vs Amending the booking

• Keep talking to me but make it relevant

• How do ancillary products add value to the journey of the customer? Think of the theme…

• Don’t think just about technology think about functionality

  “How to leverage the latest technology to offer attractive ancillary services”

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Variation is a powerful thing“Personalisation is key to the future of the ancillary revenue generation and use 

analytics to wow the customer with relevant add-on services”

• Analytics is a blessing and a curse…use it wisely! Don’t use loyalty and trends to always second guess. Travel is the hardest industry for this

• Online supporting offline messages

• Serve first and sales will come...

• Spray and pray is not a way to gain success face to face so why do it online?

• Understanding booking windows and routes

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“You scratch my back and I will scratch yours…”

• Not just products…more is less not the other way

• How can airlines, hotels and car rental help each other…alliances are key

• Use consolidation services like Tripit…cancelled flight what about 15% car rental?

• Use telematics to help

“Understand how to partner with providers of on-trip travel products to increase your ancillary product offering”

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“Key Takeaways and over to you”

• Use technology to support the customer experience not just deliver it

• Right time, right place…but ask what's it solving

• Talk to me after I book…please

• Use App’s and emails to make thing easier and not just sell things