How Hertz Baltics built a fully contactless rental experience at Vilnius Airport
The pre-CarEye situation
Before CarEye, Hertz Baltics ran the same workflow as every other airport rental operation: manual walkarounds, handwritten checklists, customer signatures. Three problems were getting worse.
Throughput pressure during peak hours
Long lines at pickup. Frustrated customers. Slow returns blocking the lot. Peak-season throughput was the single most-complained-about element of the rental experience.
Damage disputes draining revenue
Customers contested charges. Most disputes resolved in the customer's favor due to insufficient documentation. Revenue lost on legitimate claims, every month.
Inconsistency in claim handling
Different staff, different shifts, different standards. Damage that should've been caught wasn't. Documentation that should've existed didn't.
Fully contactless airport rental
Hertz Baltics partnered with two technology providers to rebuild the airport rental experience from scratch:
Gordion — self-service kiosks for booking, contract, and key dispensing. No human counter interaction required.
Wenn (CarEye) — drive-through vehicle inspection gates for pickup and return condition documentation.The combined workflow: the customer arrives at the airport, checks in at a Gordion kiosk, picks up their keys, drives to the rental lot, drives through the CarEye gate, and leaves. Full pickup documentation captured automatically. On return, the same flow in reverse.
First months of operation
After the August 2025 launch, the operational data spoke clearly:
vs prior years
customer experience
24/7 operation
The system has significantly improved decision-making and damage assessment efficiency, greatly enhancing our prior setup. The video feature is especially beneficial, allowing for uninterrupted customer flow as images are captured on the move, contrasting with systems that require stopping for image capture. Based on the positive results, I recommend deploying this system across all our sites.
Andrius Kukta
Chief Operating Officer · Hertz Baltics · Vilnius Airport
Hertz Baltics — Vilnius operation
Hertz Baltics is an independent franchise operator running the Hertz, Dollar, and Thrifty brands across the Baltic states. The Vilnius Airport operation is their flagship — high-volume, multi-brand, serving leisure and business travelers across northern Europe.
Next up
Following the Vilnius results, Hertz Baltics is evaluating CarEye deployment across additional Baltic locations. The contactless airport rental model — Gordion kiosks plus CarEye gates — provides a replicable template for other airport markets.
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