Chauffeured transportation providers are showing strong gains in the 2026 BTN Car Rental & Ground Transportation Survey, reversing last year’s downward trends and achieving “across-the-board” improvements in every major service category. Business Travel News (BTN) produces the annual report, which captures consumer (travel buyers) satisfaction of various modes of transportation, including chauffeured, rental, and ride-hails/TNCs like Uber and Lyft. The average rating for chauffeured services rose to 4.09 on a five-point scale, up from 3.80 in 2025, with all 10 service categories improving.
Key Performance Gains
- Unrivaled Professionalism: The highest-rated category in the 2026 report was "Drivers who are company employees," which earned a staggering 4.43 score. This underscores the industry's primary differentiator: the safety and expertise provided by professional chauffeurs compared to independent contractors in the gig economy (more on that later though). “People want to know when they're putting a traveler in a car, whether it be a man or a woman, that they're safe, that they're being driven by somebody who has been vetted, not just another individual who owns their own car that potentially might be working for four other limo companies that day,” said EmpireCLS Worldwide EVP of Sales Marissa Criaris in the report.
- Consistency Is King: The most improved metric was "Service consistency across affiliates," which jumped by 0.47 points. According to the report, this indicates that global networks and regional partners have tightened their operational standards to provide a seamless gold standard experience, regardless of the city.
- Proactive Problem Solving: "Complaint and problem resolution" saw a significant 0.40-point increase. Industry leaders attribute this to new real-time feedback loops where operators contact travelers immediately if a ride is rated below a certain threshold.
- Expanding Corporate Footprint: The percentage of companies holding more than five preferred partner contracts nearly doubled, rising from 7% to 11%, proving that travel managers are seeking specialized chauffeured expertise for their executives.
Industry Challenges
Despite the celebratory tone of the report, the industry faces evolving pressures from a shifting corporate landscape.
- The "Zero Tolerance" Delay Trend: Industry veterans noted a shift in traveler behavior; where passengers once waited for a delayed car, they are now more likely to cancel immediately and pivot to a ride-hail app—underscoring the absolute necessity of not only being on time but early. RMA Worldwide President & CEO Robert Alexander said in the report that clients are canceling the ride outright if the vehicle is late for any reason and booking with a TNC: "Back in the day, they used to be mad at you because the car was late, but you still got the ride.”
- Have TNCs Become Frenemies?: The moat around the chauffeured industry is being challenged as ride-hailing giants move into the high-end space. The trend kicked off last year with Lyft’s acquisition of TBR Global Chauffeuring, followed by Uber’s acquisition of Blacklane just last month, a signal that tech platforms are aggressively pursuing the luxury corporate traveler and possibly even other chauffeured transportation companies. While none of ride-hailing seven service points crested 4.0 (although “Availability” was close at 3.99), the overall score was 3.80, up from 3.61 last year. Of note, it looks like Uber has a stronger hold across the board than Lyft and other TNCs, largely thanks to name recognition.
- Contract Friction: Approximately 43% of respondents still do not have active chauffeured contracts, a slight increase from last year, suggesting the industry must continue to simplify the "ease of doing business" to capture the unmanaged segment.
BTN also noted that providers like EmpireCLS Worldwide and TBR Global attribute higher ratings to thorough chauffeur vetting, real-time feedback systems, and investments in electric and hybrid vehicles to meet corporate sustainability demands.
Craig Chambers, global CEO of TBR Global Chauffeuring, said in the report: "Corporate clients want transparency and a clear picture of what the rates will be. Also, what are the terms and conditions that come with that? From a budgetary perspective, they don't want hidden surprises. They want clear consistency and transparency over what they're going to receive.”
The full report is worth checking out here.
[04.07.26]
