Customer Reviews (100)

Lalit Goel • 2025-03-23T20:52:19.544Z

changing the expired card gave me challenges as I was in the middle of paying and checking out. I had to restart the booking process.

Gautam Prakash • 2025-03-23T17:18:18.260Z

price throttling. I tried logging in to sixt via browser showed me one price. I refreshed the page for some reason, price of the the same car increased. then I saw i have not logged in, I thought logging will give me better price. after logging price was even higher than the any other amount I saw before. this is bad.

Steve McDonald • 2025-03-22T12:58:29.246Z

Easy to use and augments the consistently excellent service from Sixt @ MAN

SIXT rent. share. ride. plus. App Review Analysis

1. Summary of Key Insights

The SIXT app generally receives positive feedback, with a high percentage of 5-star reviews (69%). Users appreciate its ease of use, convenience, and competitive pricing. However, a significant minority of users (23% giving 1-star reviews) report negative experiences related to pricing inconsistencies, unexpected charges, poor customer service, and issues with location availability. While the app's functionality is generally praised, these negative experiences significantly impact user satisfaction. The app seems to perform well for users in major metropolitan areas but struggles with availability and support in smaller locations.

Overall Rating: High, but with significant issues impacting a substantial minority.

Score Distribution:

  • 5-star: 69%
  • 4-star: 4%
  • 3-star: 1%
  • 2-star: 3%
  • 1-star: 23%

Key Strengths: Ease of use, competitive pricing, and a wide selection of vehicles. Key Weaknesses: Pricing inconsistencies, unexpected charges, poor customer service, location availability, and language issues.

2. Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the version number of the app.
  • Analysis Methods: Sentiment analysis (categorizing reviews as positive, negative, or neutral), keyword extraction (identifying frequently mentioned topics), and thematic analysis (grouping related issues).

3. Key User Pain Points

  • Unexpected Charges/Hidden Fees: Several users reported being charged extra fees not initially disclosed, leading to frustration and a perception of dishonesty. This is a major pain point.
  • Pricing Inconsistencies: Some users experienced price fluctuations between the website and app, or even within the app itself, creating distrust.
  • Poor Customer Service: Several reviewers complained about unhelpful or rude customer service representatives, difficulty contacting support, and unresolved issues.
  • Location Availability: The service is not available in all locations, leading to disappointment for users in those areas (e.g., Iowa, El Paso, Den Haag & Rotterdam).
  • Language Issues: Some users experienced issues with the app defaulting to Greek despite selecting English, hindering usability.
  • Technical Issues: A few users reported technical glitches such as error messages during booking and difficulties adding bookings.
  • Vehicle Condition: Some users reported issues with the condition of the rented vehicles (e.g., underinflated tires, no wash water, rubbish).
  • Debit Card Issues: Some users reported issues using debit cards even when the app indicates they are accepted.
  • Cancellation Issues: Some users reported reservations being cancelled shortly after booking.

4. Frequently Requested Features

  • Increased Location Availability: Expand service to more cities and regions.
  • Improved Customer Support: Provide more responsive and helpful customer service channels.
  • Transparent Pricing: Ensure clear and consistent pricing with no hidden fees.
  • Language Selection: Improve language settings to ensure the app displays in the user's preferred language.
  • More Cars in Certain Areas: Increase the car fleet in cities where availability is limited.
  • State Option for Washington D.C.: Include an option to select Washington D.C. as a state.

5. Strengths and Positive Aspects

  • Ease of Use: Many users praised the app's intuitive interface and straightforward booking process.
  • Competitive Pricing: Several reviewers mentioned that SIXT offers competitive rates compared to other rental companies.
  • Wide Selection of Vehicles: Users appreciate the variety of car options available.
  • Efficient Pick-up and Drop-off: Some users experienced quick and efficient pick-up and drop-off processes.
  • Clean and Well-Maintained Cars: Some reviewers noted the high quality and cleanliness of the vehicles.
  • Good Service at Specific Locations: Positive experiences with staff at specific locations (e.g., Chicago O'Hare, MAN).

6. Prioritized Action Recommendations

High Priority:

  • Address Pricing Inconsistencies and Hidden Fees: Implement a transparent pricing policy and ensure that all fees are clearly disclosed before booking. Investigate and resolve the issues causing price fluctuations.
  • Improve Customer Service: Invest in training for customer service representatives to improve their responsiveness, helpfulness, and problem-solving skills. Provide multiple channels for support (phone, email, chat).
  • Expand Location Availability: Prioritize expanding service to areas with high demand and limited availability.

Medium Priority:

  • Fix Language Issues: Thoroughly test and debug the language settings to ensure the app displays in the user's selected language.
  • Address Technical Issues: Investigate and resolve reported technical glitches, such as error messages during booking.
  • Improve Vehicle Condition: Implement stricter vehicle inspection and maintenance procedures to ensure cars are clean and in good working order.
  • Clarify Payment Options: Clearly state accepted payment methods and resolve any issues with debit card acceptance.

Low Priority:

  • Add State Option for Washington D.C.: Include an option to select Washington D.C. as a state.
  • Increase Car Fleet: Gradually increase the car fleet in cities where availability is limited, based on demand.

7. Opportunities for Startup Ideas

  • Real-time Price Comparison Tool: A feature that compares SIXT's prices with other rental companies in real-time, highlighting the total cost including all fees.
  • AI-Powered Customer Service Chatbot: An AI-powered chatbot that can quickly answer common questions and resolve basic issues, reducing the burden on human customer service representatives.
  • Vehicle Condition Reporting Tool: A feature that allows users to easily report vehicle condition issues (e.g., damage, cleanliness) directly through the app, with photo uploads.
  • Location Availability Notifier: A feature that notifies users when SIXT services become available in their area.

8. Trends and Observations

  • Language Preferences: There are reviews in multiple languages, suggesting a diverse user base. Addressing language-related issues is crucial for international users.
  • Customer Service Impact: Negative customer service experiences have a significant impact on overall sentiment, even when the app functionality is satisfactory.
  • Location Matters: User experience varies significantly based on location, with users in major metropolitan areas generally reporting more positive experiences.
  • Pricing Sensitivity: Users are highly sensitive to pricing inconsistencies and hidden fees, indicating a need for greater transparency.

9. Conclusion

The SIXT app offers a convenient and user-friendly platform for car rentals, carsharing, and ridehailing. However, a significant number of users are experiencing negative issues related to pricing, customer service, and location availability. Addressing these pain points is crucial to improving overall user satisfaction and maintaining a positive brand image. Prioritizing transparent pricing, responsive customer service, and expanded location coverage will be key to the app's continued success.

Overall Recommendation: Focus on addressing the identified pain points to improve user satisfaction and build trust.

10. Original App Link

https://play.google.com/store/apps/details?id=com.sixt.reservation