aid in steering Zipcar into the future. We also salute Adams service as an Officer in the United States Army for five years after graduating with a Bachelor of Science in Mechanical Engineering from the United States Military Academy at West Point. Zipcar saw a significant swing in demand during the COVID-19 pandemic, with a falloff in demand in March 2020 and a surge in May. Having taken cars off the road, the company had trouble keeping up with demand, causing a backlog at the customer service center. Some customers arrived at the time of their reservation to find no car in the parking spot. Some customers reported being stranded without transportation and unable to reach customer service to complain or cancel their membership. President Tracey Zhen apologized in June, saying the company was adding cars and customer service employees. By that month, she reported membership applications in New York City 70% above June 2019. An anonymous employee told CNN that the problems were exacerbated by laying off more than 20% of its employees, and changing call centers. Membership Members are able to view vehicle availability and reserve a self-service car via the internet, Android, and iPhone apps, or by telephone, in increments as short as 30 minutes. Members pay only for time they reserve. Zipcar vehicles report their positions to a control center using in-car technology. In the U.S., each reservation entitles members up to for a 24-hour period and then $0.45 per mile beyond 180 miles ($0.55 per mile for premium vehicles and cargo van rentals) will be charged within the 24 hour period. If the rental is longer than 24 hours, then the member is entitled to per 24 hours; then per additional hour of the reservation period until is reached. If the 180 mile limit based on hours is exceeded then $0.45 per mile will be charged ($0.55 per mile for premium vehicles and cargo van rentals). Canadian members receive up to with each reservation for the first 24 hours with $0.30 per kilometre (up to $0.45 per kilometre for premium vehicles and cargo van rentals) being charged if the 200 km limit is exceeded. If the rental reservation is longer than 24 hours, then is included per 24 hours period along with per each additional hour up to . If the 200 km limit based on hours is exceeded, then $0.30 per kilometre (up to