At Avis we have strict service standards and processes in place. In my team, Customer Support, our objective is to respond to every single query that we receive and we aim to resolve the majority of customer queries within five working days. (Some issues will take longer, for instance if we have to investigate something with Avis in another country.) So I was disappointed to read a couple of comments on the blog where customers said they hadn’t received a response to a query they’d sent us, and were understandably dissatisfied with this.
When you email us, you should receive an ‘automatic response’ explaining the time frames in which you can expect a full reply. So if you don’t receive this it’s likely that your email hasn’t reached us for some reason. If you have not had any response within five working days, then we need to know about that.
If you have an outstanding query and have either had no reply at all, or just the automatic response, then I would urge you to contact us at this special email address: firstname.lastname@example.org. It will also allow us to start a dialogue with you so we can understand the root cause of the issue – and, of course, prioritise your query so that we can resolve it as quickly as possible. You have my promise that it will receive my full focus.
Please only use this address if you’ve already submitted a query. Under normal circumstances, if you have a question for us then the best place to go is the Help and Contact Us section of our website. You may find the answer to your question in our FAQ section, known on the website as Ask Avis, or you can contact us directly by phone or email.