That's not the interesting part though.

The interesting part is WHY for some people it takes so long that everybody else has to wait.

Imagine being on a high speed train and having to travel at the speed of the slowest train in front or if e-mail were sent using snail mail.

It obviously happens frequently enough that virtually everyone who ever rented a car - even only that one time - noticed it, so why they do not optimize for that?

I used to rent cars very often and I had to wait every single time I went there, it's not really a bias, it's a certainty.

Lately there have been some improvements on that front and a couple of the major rental companies made it almost painless if you are a regular customer, but it's still a lottery most of the times.