Back to back bad experiences with National Car Rental at Jacksonville International Airport. I rent with National 200+ days a year for work. In November 2022, I reserved a full size SUV for a week long business trip. When I arrived JAX and walked to the Emerald Aisle to pick up my SUV there was a state of chaos as 5-6 customers were looking for their reserved cars but there were no cars on the National lot. I inquired and was told ‘we ran out of cars, go get an Uber’. As I was seeking answers, more and more customers were coming to the lot looking for their reserved cars to be told ‘deal with it’. Being that my business In Jacksonville was multi day meetings with clients where dinners and outings were planned, ‘go get an Uber’ didn’t work for me. I pursued several avenues of understanding how National could overbook 20+ customers that I observed first hand to find out 2 days prior they forecasted to be short on cars but took no action to contact customers so we could book at a competitor so our needs were met. I pursued the issue during the week with the franchisee in Jacksonville who was not overly concerned with putting out customer by repeating ‘we knew we were going to be short this week but didn’t know how bad it would be’. I ended up having a colleague use his personal vehicle to cover my needs. I have received poor service at National in other locations but never been left stranded like I was in Jacksonville. My latest visit in September 2023 to attend funeral services where I booked a full size SUV to chauffeur family for the weekend. I arrived the National at JAX to find cars, minivans, and pickups but no full size SUV so I went to the kiosk to find out what happened to my SUV. The staff pointed me to the Alamo section where there was a 2020 QX80 with 68K miles as the only SUV available. I was in a hurry so I did the glance over to find dents, missing paint, scraped bumpers so I had the staff note the damage when I checked out. When I got outside of the garage I noticed the check engine light was on, coffee was all over the console with a small pool of coffee in the cup holder and the mats hadn’t been vacuumed. Due to my time constraints, I did a quick cleaning of the vehicle and went to pick up family. The vehicle had a bad alignment but I was able to make it work for the evening. The next morning when I started the vehicle, the check engine light was flashing, now the safety system was flashing effecting the sensors on the SUV. I googled the issues to see if was something I could do to resolve the issues to find a common issue for the QX80 was the control module. I dialed the number listed for National but 5 calls over 15 minutes at 9AM end up with ‘your call can’t be transferred, goodbye’. I called Roadside Service to get a swap set up and the rep said ‘I am submitting a swap request and someone from Jacksonville Airport will contact you within a few hours’ but at 5PM, nine hours later, no one had called so I called again to pursue getting a replacement vehicle. Again, no one at the Jacksonville Airport location answered the calls so I went back to Roadside Service to set up a swap. The rep was in India, had no view to inventory at JAX and said ‘take it back and you can get a smaller vehicle’. I drove to National to see what I could do since no one was answering from the location. I got there to meet Will who was extremely helpful to get me swapped out for another vehicle. While we were checking out the replacement a manager came over to find out what we were doing so I explained that I had mechanical issues on the first SUV and was here for a swap since no one answered the phone. His response was classic failure of management as he said ‘we don’t answer the phone, we would be on the phone all day if we took calls’. I replied, ‘if you rented clean cars without mechanical issues there would be less calls’. He walked off with no apology for the bad experience. Management skill are significantly lacking at this location.

It is truly unfortunate that Jacksonville, Florida only has ONE National Car location, as this location is more often a “miss” than a “hit.” Today I had a very unpleasant exchange with the manager Peter and employee Maria. I asked Maria to please point me in the direction of their convertibles. She demanded to see my reservation. As I started to pull up my reservation, I asked her to show me where the convertibles are located. Her response was that she will only show me the convertibles once I show her my reservation. . . Where is the transparency? What are they hiding? As a customer who rents regularly from National, I expect more courtesy. By no means am I asking for special treatment, only respect and transparency. In addition to Maria’s short and rude behavior, Manager Peter was also going in circles about their policies and procedures. Unfortunately, I cannot help but feel I was grossly misinformed and point blank dismissed. This location is less busy than locations at other airports. While their cars are clean, they are often rented with many issues (like engine lights on, low tire pressure, brake issues). However, most troubling is the customer service their clients receive. The staff acts entitled, and is often rude and rarely helpful. National, I hope you can take this into consideration and retrain the staff on costumer service or open an alternate location that will be customer oriented.

I use Enterprise/National EVERY time I require a rental regardless of personal or business travel so I'm quite familiar with the company. On my recent trip to Jacksonville, FL I experienced probably the worst experience I've had to date. I had a selection of a whole 2 vehicles (usually there are at least a half dozen). I selected a Toyota Camry (nice enough) but the car was black and dirty on the exterior (parked in a parking garage this probably shouldn't have been the case). After stowing my luggage in the trunk I started the car and began egress of the parking garage. Turning on the A/C after I left, it was apparent that the car had been used by a smoker and once the A/C was turned on, the smell permeated the interior (as a former smoker, I'm pretty attuned to that smell). Had I not already left the parking garage, I would have returned the car immediately but did not. The return was without issue and the gentleman greeting me at the return was courteous and professional. I will continue to use Enterprise/National for future needs but I hope there won't be a repeat of my experience in the future.

Absolutely horrible responsiveness. If you lose an item in the car never expect to get it back. I rented a vehicle from them last week and left my AirPods in the vehicle. TEN minutes after leaving them I filled out a list item report and called National to make them aware. They ensured me they sent a message to the front desk and that I would get contacted back immediately. 7 days later I still have received no call however I am seeing my air-pods go all around Jacksonville and back to the rental car location daily. Confirming my belief that someone who is an employee has them. Literally tracking them right this second and they are back at the rental location yet nobody seems to be able to retrieve my items forcing me to fly back to Jacksonville and pull up to residential addresses. Please never forget anything if renting from this location or it will be getting passed around by whoever finds it.

My experience with National was absolutely horrible. I rented a vehicle for two months. After 30 days, I was supposed to return the vehicle for inspection. National customer service told me that I could take this vehicle to enterprise as they were the same company. After getting the inspection done, I was told yet again that I will need to take the vehicle to National to renew the contract. None of the poorly trained employees ever mentioned that the contract auto-renews. I had to drive to National in Atlanta , through the traffic, and 2 hours later, I was told that there was no need for me to have come all the way there. The lady at the desk said she did not know why they keep misinforming people regarding this. True to her word, the contract auto-renewed the next day. Needless to say, I will not be doing business with this company again.

Delayed flight from Houston to Jacksonville Airport due to bad weather. Arrived in Jacksonville at 2am only to find no rental calls or employees at the desk. Unknown to me or my elderly mother, with whom I was traveling, this airport location closes at midnight. I hadn’t received a email or call from National letting me know. Called customer service line and was told I couldn’t be helped until on-site person arrived at 6am. Hertz employee stayed to take care of the customers who were on delayed flights. Slept in baggage claim area until 6am. Wasn’t provided any cost consideration. Told sorry. Update: Customer service member reached out after review was submitted and provided a free day of rental for inconvenience. Updating to stars accordingly but advice National renters to verify hours of operation by airport as they vary.

The employees are friendly and it seem they want to help you but they can't do anything. I rented a car for 3 months (an SUV, mid size car) from Atlanta. The car signals that the oil needs to be changed, So I go to the agency closest to where I am: Jacksonville. It is impossible for them to change for a similar car. They can only guarantee me smaller models witch I cant use because I need to transport big cases for my job. This is surprising since their parking lot is full of vehicles. I even proposed to comme back later in the week to see if they have cars available. The only options for me to keep a similar car was to schedule the oil change in a garage by myself or drive 10 hours round trip to the Atlanta agency. We expect another service in this kind of situation..

Most car rental companies have staff that constantly turns over. It’s rare that you even get a smile out of anyone. But a man named William checked me out when I brought the car back. He could see I had tears in my eyes. He asked if I was okay and what happened. I told him I had flown down for an end of life cat. He put his hand on my shoulder and said, “God will help you get through this, and I will pray for your cat and you.” I stopped crying and made it through the flight okay. And believe it or not, the cat lived!! I’ve never had anyone go that far above and beyond his job description. I wish I could find the contact info of the CEO. I would like to tell him this, and tell him he has a customer for life now. Thank you so much William, you are a saint in my eyes

Executive Elite here to rent for 4 days. No counter check-in. Directed to the parking garage to the emerald membership section, had to show my reservation at the parking garage. They had a wide variety of cars from mid-sized, full sized car, 1 audi sedan, convertibles and sports cars, pick ups but no family mini vans. I picked up a GMC Acadia without issue. Came back 1 day earlier, the GMC was too big, and switched to sedan without any issues. They picked the car for me at the drop off station, and provided a Toyota Camry 2023 (10k miles). Car was very clean and smelled new. I appreciated they provided every car spotless with a clorox package. Staff were very friendly and efficient, and understanding. will rent from here again.

Had a frustrating customer service experience. Looking to upgarde my car half way through rental period, due to a need for more seats. Was told at the service desk at FLL, there was no way National could change me to a larger vehicle, even though they had cars in the Emerald Club lot. The young lady at customer service behaved like she was not willing to help. You can tell quickly who is interested to help and who is not. I spoke to another older lady at National and we worked out that I could get a larger vehicle if I close (returned) the smaller vehicle and book a new contract for a larger vehicle. The problem is I had to suggest this, not the National customer service people.

Emerald Club and just rented at JAX airport. Sam was able to switch/upgrade cars at the last second for me and while transferring luggage, I forgot my work backpack in the original car (laptop, ID badge, the works). I didn't discover my oversight until 30 mins down the road. By the time I had doubled-back to the Natl booth in the garage, the Natl team had already discovered my backpack and Sam had it waiting for me at the booth. She went above-and-beyond on my behalf and was incredibly understanding the whole time, esp with this whole situation being 100% my fault. Darwin was also awesome when we returned. Excellent customer service!

I did a rental through our company corporate profile and had a hard time with the process. I'm not sure if the system does not show which employee of reservation and company name but It wasn't as smooth as my traveling team mates and I thought it would be. I get precautions of fraudulent activity but not sure what to suggest how to make smoother for corporate travelers who all don't have a company card with their name on it. Our dept has a shared card with the owners name. I had to provide a business card along with ID but what happens for those on work travel who's company does not provide business cards for every employee?

I switched from Budget and Hertz at the Jacksonville Airport due to poor service. They usually had to look around for an available car at the airport counter, even with my fast lane memberships, and were short staffed. I really liked: 1. Bypassing the counter and walking to the garage to find plenty of new cars. 2. Friendly service people when approaching the cars. 3. Prompt service and welcome people when returning the car. I usually have to wait for an available attendant if I want a receipt. Overall great experience, 5 stars! Owen Clarke - seasoned business traveler.

The car rental experience here is good but God forbid you leave something in the rental like your toll transponder. It will go to an abyss never to be heard of again. I have submitted the lost and found claim like they requested but that has been 10 days and I have yet to hear anything. I have been back to the airport several times since and each time they tell me someone will get back to me. I gave intricate details of the transponder and it would not be hard to locate or identify. I just want whomever is running the lost and found process to do their job, that's all.

I reserved a Luxury rental vehicle for my husband's birthday, unfortunately when I got to the airport they did not have the reserved vehicle. I chose a modest SUV it was a nice ride but sad to say it reeked of cigarettes. I expressed my concerns regarding my experience to the gentlemen and to my surprise he discounted my rental. I always say mistakes will happen, but it shows so much integrity a person/company has on how the resolve the situation. Thank you National for making the overall experience great.

This card system was down for a bit and caused a bit of bottle neck when trying to leave the airport, however, the team members there was VERY professional and great in communicating through all. Additionally, the car broke down on my way back to the airport and your system to get roadside assistant worked well. Though there were a few mishaps, as someone who also runs a company, I realize that these things happen. Most importantly was all was handled well. Therefore, I would rent with National again.

National is by far one of the better car rental companies to choose from I've rented from both Enterprise and Hertz both with bad experiences. National is super easy when you go to pick up a vehicle compared to the other two. I actually did have an issue with this rental (I was charged a one-way trip fee even though I was returning the vehicle to the same location) but all I had to do was make one call and the representative was able to solve my problem with ease.

The vehicle that we received smelled of smoke. It wasn't too bad when we got in the vehicle but within 10 minutes of driving it got worse. They tried to mask the smell with an air freshener which didn't help. I called the location 5 times that evening and each time no one answered the phone, eventually the system hung up on me. We eventually were able to switch the vehicle out with a local Enterprise but only after driving 25 minutes each way a second time.

I love National Car Rental and will never use another car rental company. As a National Emerald Club member, there’s no waiting in line or forms to sign. I go directly to the garage and get to choose which of the waiting cars I want. The key is already in it. When I return the car, the process is equally simple. On our recent trip to the Jacksonville FL area, National employee, Darwin, gave us excellent service as we returned the car.

I called because the app gave me directions to the National lot where the workers clean out the cars, the man who answered was extremely rude and kept saying “the address works on the app”, I was lost and simply asked 3 times for the address so that I can enter and after asking for my account number and name kept telling me to hold while I was lost driving. I had to call customer service and they googled it for me. Horrible location.

I always use National for my business travel but this trip was for vacation. This was my second rental at this specific location. Another great experience. Last weekend I rented a GMC Yukon XL. Booked the rental on the National App. Picked up the vehicle at the airport rental facility. Staff was friendly and helpful in locating the vehicle. Vehicle was clean and fit 8 people comfortably.

When I returned my car at JAX on 10/11/2023, I got halfway to the terminal and realized I had left behind my cell phone. I raced back, but the car was gone. Manager Dave immediately got on his phone to track the car. He reached one of the employees, Connor and Connor was able to recover it and get it back to the airport. I was extremely grateful and even made my flight on time!

I reserved a 4-day rental in Jacksonville Florida recently. As promised with National, I had a great selection of late model, clean cars. The checkout was prompt, friendly and efficient. I have been a a National member for years and will not change. The return was especially thorough, efficient, and friendly. Your agent Mike was ESPECIALLY helpful and courteous!!

"Exceptional Service! My encounters with National Associates have consistently been nothing short of exemplary. The professionalism displayed by their associates was truly remarkable. Their expertise and commitment made my experience truly seamless and enjoyable. I highly recommend National Associates for their outstanding service and professionalism."

Overall I usually really appreciate Nationals service, however, this time was not great. There were large lines at the airport waiting for cars. The car given was not in great shape, only 1 key fob worked, and the other was dying. Replaced batteries in both and still only one worked. Cars did not seem to be maintained as they had been.

I travel every weekend for ESPN and National is normally the best. However this location gave away both me and a co-worker's cars with no offer of a solution or help to find a vehicle. It was just, sorry, you can wait till something might be returned sometime in the future or go book with someone else. Horrible, disappointing service.

Had a flight delay that caused me to arrive after the desk had closed. The National team in Jacksonville Florida stayed aware of the flight delay and stayed late to make sure I could pick up my rental. The team working Saturday night 7/29 in to Sunday morning 7/30 at Jax International, your efforts were greatly appreciated.

The car was fine, but someone backed into it in a parking lot. They stayed until a police report was filled out and sent to National. I should have no liability in this issue, but was made to pay my insurance deductible even though I was not at fault. National should be dealing with their insurance, not me.

Those who are Emerald Club members and pay for the privilege of skipping the counter should not be forced to wait for rental cars to arrive at the airport. One would think a rental company would ensure they have the vehicles available in lieu of making customers who reserved weeks in advance to wait.

JAX car rental is steps away from the terminal which is fantastic - with National you just pick out the desired car and go - returning was so easy - two friendly young men quickly checked the car in and removed my luggage from the car (so thoughtful) - always a pleasure rental from National at JAX

National rental car at the Jacksonville airport offers a superb experience among the rental car companies, I have been renting from this location for four years, the vehicle pick up is simple and uncomplicated, the drop off team are the most pleasant of any airport I fly out of nationally.

National Car Rentals is hands down the best place to rent a car in the nation. It’s my only choice of rental cars. The customer service is top notch. The selection of automobiles is amazing and the return service is so simple and convenient. If you haven’t tried National, maybe you should.

No cars when I showed up, had to wait 45 minutes with a long line of others (JAX Airport). Received my car and proceeded to drive down the road. Saw an alert on the car that the hood was not latched. Thankfully I caught this before getting on he highway! Do not rent from this location.

Had a great experience in the Jacksonville airport National! From pick up, to drop off, it was a smooth process. This was my first time ever renting through National, so I don't even have any type of status with them. Darwin in the drop off process was particularly helpful and kind!

The national car team was stellar. my experience was the best I've ever had @ a car rental. I will only use National for all my car rental needs. The team were so knowledgeable, helpful and just pleasant to talk to and work with. KUDOS to the Jacksonville National Car rental team.

National is the easiest service I have ever used. The ability to pass the lines, pick your car and get on the road within minutes is great. The personnel working are always friendly and professional and accommodating when cars are limited. When available, national is my #1 choice.

When we arrived for our car there were none available. Mr. George was very friendly and accommodating and made our wait go by quickly. They found a car fast and helped us on our way. When checking in at the end of our rental, Connor was a huge help. He was also friendly and quick!

The airport location was easy to find, with a very helpful gentleman at the helm. The van was new and clean, and returning it was a breeze. Others sites may have a bit lower rates, but you get what you pay for. I always go with National ( including recently in Italy.)

National always has the best selection of vehicles that meet my business travel requirements and great staff from the gate personnel to the car return personnel. They help me with keeping me on schedule no matter what state in travel to for business.

National has the best process for car rentals. I have been forced to use other car rental companies over the years none are close to National. I can choose the car I want and be out the exit in no time. Always a clean and nice models for the price.

Great service from staff. My 85 year old mother was traveling with me so when we returned the car, he offered to drop us off at the arrivals area so my mom did not have to pull her luggage a long way. It was above and beyond and much appreciated.

It was my first time renting a car at Jacksonville Intl Airport. Once I learned the location of the rental area and became familiar with the process, it was very simple and easy from car selection to checkout. Coming back to the Jax airport

Although I've had a great expirience with National I was 2 hours late with a return and they charges me an additional 25% or close to $50 for a whole additional day. Very dissapointed customer. They should at least tell you that at drop off

As a long time National Executive Club member, I was appalled by the attitude of the employee in the garage when I picked up my last rental. He was walking around with a small device scanning drivers licenses of the people in the checkout

After having our first born child and this being her very first trip to a beach at age 6 months, a much needed R and R vacation luckily went very smooth. Our friends at National alleviated any of the hassles that occur when renting a car

Nice cars, nice maintenance. Being a member, i can skip the counter and go straight to the car garage to pick a car, based on the availability. Their customer service is also very good. My issues are easily being resolved within minutes.

It is always a pleasure being able to rent with National. The staff members are great. Candy & Mike have always taken great care of me & my husband. Great customer service and very helpful…they put us in great rides every time. …

Very friendly and helpful staff person when I received the car and checked in. Unfortunately, the car smelled of stale smoke and even keeping the windows open all the time didn't get rid of it. Also, the remote trunk opener did not work.

JAX int’l.. easy close access from baggage claim.. (go pick your car before waiting for bags) Service guy offered me the full size SUV upgrade to the new Jeep Grand Wagoneer. It was fantastic to drive! National in Jax is highly rec’d!

I'd reserved a Suburban for the GEORGIA/ FLORIDA football weekend and the car was not there when I went to pick it up. Seems they had overbooked large vehicles for the weekend, but I still needed something big enough for 5 people AND

Car was awesome however I left my transponder in my vehicle. Came back to the exact car and it was gone based on cleaning it. Spoke to 2 people at the national rental area and I felt it was no big deal. Just fake it at least. No help

I love renting feom National Car Rental at JIA! Each time I've visted I receive top tier(10) customer service, hands down!!! The selection of vehicles and the cleanliness of the vehicles is great! I highly recommend this place …

I got there at midnight and they were welcoming. Got my work done and got back on the plane a couple days later. Donald is probably the leader in customer satisfaction. Great young man, with a great future at no matter what he does.

I had great service from Darwin and a older black man i don't know his name every time i see him very nice personality and helpful Bad the check out use to be fast now they blame the 10min wait on the computer that could be faster

Great price for a 6day rental! My wife and I were extremely pleased with our experience with both picking up the vehicle and the return. Lauren was very courteous and pleasant in the return department at Jax International Airport.

Absolutely the best. Stranded in Jacksonville buy another car rental company who had overbooked and I went to national who got me a car in literally less than five minutes excellent service, excellent car, will go nowhere else.

Excellent experience. Selection of automobile and return was as smooth as possible. Personnel were kind and extremely helpful. National is definitely the rental agency for me! Will be my first choice when the need arises.

I have traveled across the US for work countless times over the past 22 year's and have been using National almost exclusively for a couple of years now. National is by far the best rental experience you can get.

Service was excellent. I️ believe the young man’s name was Chris. He went as far as helping to take my luggage from the car. I️ have never had anyone do that before. Thank you Chris! Keep up the awesome work!

National is the only car rental service I will use. Of course, it helps being a part of the Emerald Club. All of the cars are exceptionally clean and well maintained. They always have newer models available.

Everyone was very helpful and friendly. My only complaint was there were not many cars in the Emerald Isle area. Would have preferred a different car but there weren’t any small SUVs at the time I was there.

Great experience at National Car Rental as always, car I had was clean, problem free and full of gas. On the return, check-in was quick, courteous and friendly. Receipt was email and total was right on.

I have been using National Car rental for quite some time. Always easy and pricing is competitive. Staff at all 10 locations have been helpful and knowledgeable. Good company with good people

Only available cars in Exec were minivans or sedans, the charger I started with smelled like cigarettes. Spent 15 minutes (literally) waiting to get out of the garage after I got into a car.

I travel for work almost every week. I have been renting from National since 2017. I love the personnel with their enthusiastic smiles, fair pricing and getting to pick my own vehicle.

Jacksonville Airport National Car Rental is so simple to use. No line, just walk right out to rental row and hop in car you want. National always has low mile super clean vehicles.

Great service, I just pick out a car and drive to kiosk and out on my way. I drop off car, attendant check's me in and e-mails receipt. So simple and no stress, Thank You National.

Darwin from the Jacksonville Airport station was very professional and courteous. I had one issue and he immediately addressed it. Darwin is a valuable asset to the National team.

Picked up the car at JAX airport using the member “skip the counter” process. It’s was SO quick and easy. Drop off was also quick and easy and Chris was helpful and courteous!

We always use National. So easy from check out to return. Cars are clean and in great condition. Staff is friendly and helpful. We are Emerald Club members and love National.

Very simple and quick process to pick up my rental. The drop off process was also very simple and quick. The person who checked in the car was very courteous and helpful.

Excellent. Easy to pick the vehicle that I wanted, easy and fast checkout. Returning the vehicle was just as easy and even faster. National is my go to for car rentals.

We rented and returned our car from the Jacksonville airport. Upon our return Ryan was super helpful and courteous. Excellent experience as usual. Thanks, Ryan.

Once again a very seamless experience with National at the Jacksonville airport. Great service, excellent people. Appreciate Connor for helping with my return.

Rent a vehicle at the Jacksonville airport location and the service was great! Love that you can pick any car you like. Check in and out was fast and easy!

I was greeted in the garage and directed to my car location. Check out went well. Return was just as smooth. National is my preferred car rental.

My wife and I had a great experience with our rental from JAX. Herb was great when we picked the vehicle up and Ed was as well on the return.

Service was great picking up car and dropping off. Malibu was perfect size for three of us heading to a destination wedding.

Very clean luxury SUV. The rental was smooth. Ms. Mirna was wonderful so were everyone else at the JAX National Car Rental.

Had a Grand Wagoneer for a few days. The rental process was very easy and smooth. No issues with the car at all