We know that renting a car for the first time can sometimes be a daunting thought.  That’s why at Avis ‘We Try Harder’ to make that process as smooth, accessible and consumer friendly as possible. We provide rental agreements in a number of different languages and pride ourselves of having transparent and easy to understand pricing that is clear for all to see.

I would like to take a moment to explain to you what’s included in your Avis quote when you book a car. Essentially it’s everything you need to take the car and drive off on your journey.

When you make a booking in the UK our quote includes:

  • The cost of the hiring the vehicle which includes unlimited mileage. (Mileage subject to T&Cs).
  • Vehicle licence fees
  • Any City or airport surcharge if applicable (an additional charge at premium locations where the rent is higher).
  • Vehicle Damage cover (Subject to an excess)
  • Vehicle Theft cover. (Subject to an excess)
  • Third Party Insurance.
  • VAT ((Value Added Tax) or any other tax if renting from outside the UK)

Important note if renting in the US
If you book on the US website, www.avis.com, you may find that Vehicle Damage Cover and Vehicle Theft Cover are not included, as some American credit cards provide insurance for car hire.

As you can see this list provides everything in one quote for you to drive off in your hire car straight away. However, we believe in making your journey as hassle free as possible. That’s why we also provide other great products, at additional charges, to ensure you have complete peace of mind.

What’s not included in your quote, but available to purchase:

Additional insurance cover – Our Premier Cover package (or the similar Super Damage Cover in many countries outside the UK) provides the following additional insurance cover (on top of the basic cover included in your quote):

  • CDW (Collision Damage Waver) – reduces your car hire insurance excess down to £100, giving you peace of mind when you’re on your journey. This also means we don’t need to take a hefty security deposit (unlike other car rental firms!)
  • PAI (Personal Accident Insurance) – giving you cover for medical expenses in the event of an accident
  • The Unexpected – covers you for those events you weren’t planning on, such as losing your luggage or even your house keys

Windscreen Protection – reduces the insurance excess to zero which means you pay nothing in the event of damage to the front windscreen.

Additional Driver – only the driver named on the rental agreement is covered as standard, but you can add extra named drivers for an additional one-off cost.

Fuel – we offer three simple ways to refuel your vehicle, saving you the hassle of doing so.  Visit our fuel options page for more details.

GPS – to make getting from A to B that much easier and stress free with an Avis GPS  satellite navigation device (available from most major UK, European and US locations)

Child & Booster Seats – it’s a legal requirement for children to use one of these seats if they are under 12 years of age, or, under 135cm (which ever comes first). See website for more details.

 

Do I need to pay a deposit?  And do I need a credit card?
If you have prepaid for your car hire then at the start of the rental we will gain authorisation for the estimated charge that is signed for at the start of your rental agreement (for additional charges such as fuel or GPS, special equipment etc).  This amount is held against your credit card until the car is returned. If you have chosen to ‘pay later’ for your hire car then the rental cost will also be held on your credit card.

This is held against your account therefore limiting how much you can withdraw by this amount, so could be considered as a deposit.  However, your account will only be physically debited when the final amount is calculated at the end of the rental.

We don’t normally rent to people unless they have a credit card, but there may be some exceptions depending on the location and advance arrangements. In such an event you’d be asked to provide 3 recent proofs of identity, e.g. a utility bill dated within last 3 months, and to leave a cash deposit of £250 in the UK (sometimes much higher than that in other countries). I must emphasise though that such an arrangement is the exception rather than the rule, must be agreed in advance with the station manager and won’t be allowed at all on certain car groups and in certain locations

If you have a query about what you’ve been quoted, please contact our Customer Support team

 

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304 Responses to “What’s included in your car hire quote?”

  1. Peter Halstead Says:

    I know this is for UK hire but as someone who hires from Avis all the time in Europe (have a Wizard card) it is most annoying not to be able to reduce the insurance excess at the time of booking. When you have been traveling and working all day and are collecting a vehicle late at night it is very easy to forget to reduce the excess on the spot. It can’t go on your profile either.

  2. Eibhlin Payne- Head of Customer Support, Avis UK Says:

    You’ve raised a useful point about reducing insurance excess when you book, Peter. We recognise that some customers would like this choice and it is an area we are looking at for future development. In the meantime, this product is available at the counter only. If you are a Preferred member, you can add Excess Reduction on your profile so it will be automatically selected when you pick up your car. However, please be aware that this product differs from one country to another. If you wish to change your profile, you can contact us at database.uk@bsc.avis-europe.com

  3. Lorilee Says:

    Is liability insurance covered in quotes given in USA for UK renatl?

  4. Eibhlin Payne - Head of Customer Support, Avis UK Says:

    If you are making a booking on avis.com, there’s a step in the booking process called ‘Rate Confirmation’. On this page are 4 tick boxes for optional cover. Two of these options are Collision Damage Waiver and Theft Protection, the US equivalent to our Vehicle Damage Cover and Vehicle Theft Cover. They cover you in the event of damage to and/or theft of the Avis vehicle. In terms of private car insurance, think of these as Fully Comprehensive but with an excess. Liability Insurance reduces or eliminates this excess (depending on the country) while the final tick box called Personal Accident Insurance insures you personally in the event that something bad happens to you. All you need to is tick the boxes you want and click on “re-calculate price” to help you work out what the price is!

    On avis.co.uk all prices include Vehicle Damage Cover and Vehicle Theft Cover unless you are using a special rate, in which case check what the prices includes at time of booking. You can find this information out on the page that follows the selection of the car category in your booking. Personal Accident Insurance and Premier Cover (which is what we call Liability Insurance in the UK) can be purchased at the counter. For those jargon busters out there, Premier Cover and Liability Insurance is sometimes referred to as Super Collision Damage Waiver, or Super CDW, in the industry.

    My advice would be that US residents book on avis.com and UK residents book on avis.co.uk as the information of each website is tailored accordingly.

  5. Martin Says:

    I have been using Avis almost continually (i.e. for 45+ weeks of the year) for the past 5 years, mostly for USA use, and I have NEVER been able to book a car successfully on your web site. So please don’t tell us that UK users should book their car on the UK web site, and US users on tehy US site, because for rental in other countries, YOUR WEB SITE DOES NOT WORK !!! (and I don’t know how many times I have complained about it, everyone at Avis just accepts the non-functional web site as business as usual).

  6. Martin Says:

    PS. I see that one competitor has a reward program that credits you with X free days rental for every Y number of days rented. Any chance of a similar reward coming out for Avis users?

  7. pilot Says:

    Lost faith
    I know avis have been around for quite some time and are good at what they do?
    but I have lost all faith in the avis system after having what could only be defined as ripped off twice, once was for a refueling cost and another was being charged twice for a rental so it will take a bit more than blowing their own trumpet on a glossy web site to renew confidence.

  8. Xavier Vallee- Head of Marketing Says:

    Martin, it is really disappointing to read that you have not received a response to your complaints. Let me assure you that we would not accept a non-functional website. We would probably go out of business if we did! I am keen to understand exactly what issues you have experienced with the new website so that we can look to resolve it. I will contact you directly.

    A frequent renter reward programme is also something we are keen to look into and is voiced by other people commenting on this blog! We will certainly look into it and your ideas are welcome.

  9. Eibhlin Payne- Head of Customer Support, Avis UK Says:

    I am very concerned to have read your comment Pilot and will not try to defend it in any way. I will contact you directly so I can personally investigate your rental.

  10. Iain Says:

    I have never had any problems but would appreciate a couple of answers due to changing my rental habits.
    Does an additional driver have to be present and show their license when picking up the car?
    Secondly, are the car seats fitted by Avis and, if so, is their a guarantee that it is by a properly trained employee?
    Thanks.

  11. Eibhlin Payne Says:

    Hi Iain,

    Yes the additional driver needs to be present with licence .

    Currently Avis UK staff don’t actuallly fit the baby seats although they’ll provide guidance, but this is under review, so keep watching this space.

  12. GD Says:

    when I enquired about my booking I was informed that if the Avis rental sustain any damage caused by that of another motorist, I would not be liable to pay anything towards the repair. I now see having made my booking that I would be liable and would only get my excess returned should the case get settled with the other motorist. Can you clarify this point.

  13. Cesar Alonso Iriarte Says:

    I have been a client of AVIS for many years and your service has always been to my entire satisfaction.
    However, during a recent trip to the UK with an AVIS rented car (booked through the AVIS Belgium website), I have had a disappointing experience. I rented a car for two days at your rental agency of Ashford International Railway Station. The contract contained Collision Damage Waiver, but included liability up to the excess level (£600 in the UK). Unfortunately, the car suffered a bump in parking, which I duly reported upon returning it. In my view, it was not a very substantial damage, and though I expected to have to pay a certain amount for it, I anticipated it to be well below the excess level of £600. Yesterday I received the bill, and noticed that you had charged the full amount of the excess level (£600 in the UK), without, however, providing me any information about the cost of repair or the evaluation of the damage.
    The liability conditions for damage
    The Terms and Conditions of the Rental Agreement contain the following provision on “Risk Protection”:
    “[...] Avis will provide collision damage waiver and theft protection if Renter has indicated his acceptance by ticking the appropriate boxes overleaf. If Renter accepts these he still has to pay the excesses as shown overleaf everry time the vehicle is damaged or stolen (even if it is not the Renter’s fault)”
    Avis provides the following explanations it its website as to the extent of CDW and the way excesses are applied:
    (at http://www.avis.co.uk/VehiclesAndServices/Additional-cover )
    “Vehicle Damage Cover
    (Also known as Collision Damage Waiver (CDW), LDW in Australia, NZ and USA)

    What’s covered?
    If the rental car is damaged, you will be covered for the cost of repairing the Avis vehicle
    You will, however, have to pay an excess charge towards the cost of repair. This can be up to £600 in the UK (excess levels vary by country). This applies regardless of fault
    If we can recover these costs from a responsible third party, we’ll reimburse you”
    It is obvious from these explanations that in case of damage to the car, the amount to be paid by the renter depends on the cost of repair. If the cost of repair is higher (e.g. £2000) than the excess level established in the contract (£600 in the UK), the renter has to pay £600. However, if the cost of repair is lower than the excess level (e.g. £200), the renter will have to pay the cost of repair, but not the full amount of the excess level.
    This follows from a number of considerations
    · The expression “towards the cost of repair” indicates that such cost constitutes an upper limit of liability for the Renter. If for a cost of repair of £200 the Renter had to pay the full amount of the excess level (£600), that amount would not be “towards the cost of repair”, but “beyond the cost of repair.”
    · The expression “up to” also indicates that the final amount to be paid cannot be higher than the excess level, but that it can be lower. Only if the cost of repair below that level is considered may the final payment be lower than that.
    · If the rental contract provided for no insurance, the Renter would be liable to pay the full amount of the damage he or she had caused. That amount would in principle be the cost of repair, plus some extras. CDW is intended to limit the liability of the Renter. By subscribing it, the final result cannot be at any rate that the renter ends up paying a higher amount (the excess level) that he or she would have paid if CDW had not been included (the cost of repair).
    The need to evaluate the cost of repair in order to determine the amount to be charged
    In view of this, determination of the cost of repair is essential to determine the final amount that the Renter having subscribed CDW with excesses will have to pay for damages caused to the car (the excess level or less than that).
    I note that your bill does not mention the cost of repair, nor provides any evidence of how much it can be. Under these circumstances, it cannot be determined whether the amount of £600 you charge (corresponding to the excess level in the UK) is the correct amount due.
    I therefore kindly ask you to inform me about the cost of repairing the damage I may be liable to, and to support it by appropriate evidence (expert’s report, bill of repairs carried out by a repair garage, etc). Pending that, I cannot agree to the payment of the amount of £600 as indicated in your bill.
    Yours faithfully,
    César ALONSO IRIARTE

  14. Robert White- Marketing, Avis UK Says:

    GD, in the event of accident involving another driver you will only get your excess returned should the case get settled with the other motorist. Would you be able to tell me where you were told this information as we need to ensure that the information provided to our customers is consistent and correct regardless of how you book.

  15. Robert White- Marketing, Avis UK Says:

    You are absolutely correct César and you should only get charged for the cost of repairs up to the non-waiveable excess, anything over this will be absorbed by Avis. Someone will contact you directly on this to provide clarification on your specific case.

  16. GD Says:

    It was when I called Avis customer services and asked about this, I was told that if the crash was not my fault I would pay no excess and the incident would be dealt with between Avis and the insurance company of the person responsible.
    I need a car while on business regardless, I just wish the information given out was correct.

  17. thehomee Says:

    I have been trying to understand how much deposit to leave when hiring a car from Avis, but can’t find it anywhere on the website.

  18. Eibhlin Payne- Head of Customer Support, Avis UK Says:

    Hi

    Usually your credit card acts as the deposit, in most cases we will swipe your card to authorise the cost of the rental on your card in advance although it’s actually only deducted on return, that’s the case in the UK. In some countries you’ll be asked to pay up front for the rental and a further amount to cover excess and fuel may be authorised on your credit card. This authorisation provides the security on the rental.

    We don’t normally rent to people unless they have a credit card, but there may be some exceptions depending on the location and advance arrangements. In such an event you’d be asked to provide 3 recent proofs of identity, e.g. a utility bill dated within last 3 months, and to leave a cash deposit of £250 in the UK, sometimes much higher than that in other countries. I must emphasise though that such an arrangement is the exception rather than the rule, must be agreed in advance with the station manager and won’t be allowed at all on certain car groups and in certain locations.

  19. Gerald Says:

    I can’t find the answer to this anywhere.
    Can I hire an Avis car at Gerona Airport in Spain and take it across the border to France.
    Is there a charge for this and how much?

  20. Gerald Says:

    I should add that I would be returning the car to the pick up location when the rental period of 7 days is over.

  21. Dawn Cargill Says:

    I agree completely about the booking on UK website. i have never yet managed to complete one! I have jsut tried to get a quote using the AWD number for the 10% discount and just keeping being told by the site Please enter a valid AWD Number. As I have just copied and pasted it from your email does this mean that your email is incorrect? Not a good start for a first time!

  22. Rob White- Marketing, Avis UK Says:

    If you have been experiencing issues booking on the website then we need to do something about it! Would you be able to email me at comments@avis.co.uk and provide me with any specifics to describe the problem e.g. where abouts in the booking process that the issue occurs, does an error message appear, are you using a Customer Number of Avis Worldwide Discount code. I can then get our Web Support team to investigate.

    With regards to the AWD number, I have just given it a go and it seems to be working ok for me. Again would you be able to email me at comments@avis.co.uk with the dates, times and location of where you are trying to book and we will investigate further.

  23. Rob White- Marketing, Avis UK Says:

    Hi Gerald, yes you can take the car from Spain to France. However, if you are planning to rent one way this can cost anywhere £250 – £300 depending on the location and car category. Unfortunately it is very costly to transport the car back to its “home” country. One of our call centre agents will be more than happy to provide you with exact costs for your specific rental needs. Our call centre can be reached on 08445 81 81 81.

  24. Sherpa Says:

    Why don’t you calculate the cost of adding Premier Cover in the initial quote? From what is said here, you only get offered it when you go to pick up the car – which prevents me from a)knowing the full cost before I decide to rent and b)making any cost comparisons with other companies. Or is this the point?

  25. Eibhlin Payne- Head of Customer Support, Avis UK Says:

    This is a topic that always provides plenty of fuel for debate ! Our quotes include everything that is mandatory in terms of insurance and third party cover – and there is ongoing review of including the “extra” cover as standard. However, as Permier Cover is an optional insurance , we can’t bundle it into the initial quote as this would preclude those who don’t want the option of additional cover. You’ll find most hire companies operate in a similiar way , so you’ll generally be comparing like with like . That said, we know that calculating a fully inclusive quote is something that many customers want and our web team are working towards providing this facility in the future on an optional basis.

  26. Sherpa Says:

    I agree that it should be an optional extra, but why can’t it be listed either as an additional option, as you do with the cost of baby seats, or an alternative price? I’m glad that it’s something that your web team are working towards, but I would point out that easycar (when they had their own fleet) and Sixt always offered it, so perhpas if your web team can’t manage it you could ask them for advice.

  27. Eibhlin Payne- Head of Customer Support, Avis UK Says:

    believe me , we don’t disagree !I guess what makes it extra complicated for us, is the worldwide rental and reservations system ” Wizard” – which operates globally and is particularlly challenging to interface with .. I know that sounds like an excuse, but if it was really easy for us to do, we’d have done it by now, honestly :)

  28. Robert Says:

    I just priced up a rental staring at LHR ending in LGW.
    You never used to charge a one way fee between these two airports…
    Now there seems to be a one way charge of around £30.
    Why this “enhancement”?

  29. Alison Herbert Says:

    I think £600 excess is over the top, given that the accident may be caused by a 3rd party, but the hirer will still be charged. Also, paying the additional insurance should reduce the excess to zero, not £100. This is a very poor deal.

    I also think it is terrible that those hiring for longer than one week get free insurance. Most people hire for 7 days or less, so AVIS is front-loading its insurance so that the majority pay for the minority. What kind of customer service is that?

  30. Alison Herbert Says:

    I sent comments, hit ‘submit’, then nothing happened. The comments disappeared.

    Did you receive these?

  31. Rob White- Marketing, Avis UK Says:

    Nothing gets by you does it Robert! :o)

    There is currently a one way fee in place between Heathrow and Gatwick. One way fees are often used to control the movement of fleet particularly as it is expensive to transport cars around. At the moment we are running tight on fleet so we need to be very strict about the whereabouts of our cars to ensure that we are able to meet the demand at each of our locations. For this reason we are being stricter with our one way fees.

    I hope this answers your question although, as always, your feedback is much appreciated!

    Rob

  32. Rob White- Marketing, Avis UK Says:

    Hi Alison – yep we got your comment. All comments go through a moderation queue (to eliminate spam, abusive comments, etc) which is why it may have appeared to disappear.

    I appreciate and empathise that you feel that the £600 excess might seem unreasonable. Unfortunately, the cost of repairing a damaged vehicle is expensive and, for us, it is by far our biggest cost. If we did not have this excess then we simply we would not have a business – car hire is low enough margin as it is! This level of excess is pretty much standard in the industry. Also, if the customer is able to make a successful claim that the damage was caused by a 3rd party then we will refund the cost of the damage.

    With regards to zero excess, this is something we used to offer once upon a time but we found that, when we did offer this, we had a significant number of customers who would purchase the product and then proceed to treat the car carelessly. This made zero excess economically unviable and it is shame that, in this case, a minority have ruined it for the majority. That being said we are not closed on the idea of offering a zero excess product and all our products are constantly under review.

    With regards to renting for longer than a week, just so I’m clear, customers renting for more than 7 days do not get free insurance. However, we do cap our Premier Cover product (the product that allows you to reduce the excess to £100 in the UK) at 7 days i.e. the customer pays for the first 7 days and then subsequent days are free of charge. This pricing policy has also been applied to our UK GPS product and it helps make these products affordable for longer rentals when, if we charged for the entire length of the rental, they would not be. I can assure you that, when we introduced this policy, we did not increase the price for shorter length rental customers to compensate. It is the increase in the number of sales of Premier Cover with longer rental length customers due to its affordability that compensates for the lost revenue from uncharged days. Last year, we also decreased the price per day for our smallest cars to £11 per day. The smallest car is by far our most popular car category so the majority of our customers are now better off than they were a year ago!

    We are fully committed to make renting a car with Avis as fair as possible. If you have any further comments you might want to add on this subject then I would love to hear from you.

    Rob

  33. Ian Donaldson Says:

    I am thinking of hiring a car in the uk to go on a golf trip with 3 friends to France (via Eurotunnel) – is there an additional cost for this & what is it likely to be for something like a Renault Scenic for 4 days?

  34. Alan Says:

    can anyone tell me how to add an additional driver to my online booking for an Avis car? if I cannot do it and make my ‘pay now’ discount payment now will i then have further chsrges when i pick up the car? it is not clearly laid out on the site here…FRUSTRATING!

  35. Rob White- Marketing, Avis UK Says:

    Hi Ian, if you are taking a car to France then you will need to take out our Continental Cover which costs about £88.12 for a 1-7 day hire on top of the rental price. You will need to let the station know in advance as they will need to prepare the paperwork. Just make sure you bring the car back to the UK otherwise you’ll get stung for a very big charge to get the car back! For more info please call our reservations team 08445 81 81 81 or you can email them.

  36. Rob White- Marketing, Avis UK Says:

    Hi Alan, in the UK additional driver costs a flat fee of £23.50. However, this charge differs by country so if you are planning to rent somewhere else then it’s sensible to check with our reservations team what that cost will be – click here and select “General booking queries” with your question to contact them. At the moment additional driver can only be added to the cost of your rental when you pick up your car. I understand your frustrations and it is on our list of developments although I am not able to give you an idea at the moment about when this development will be completed.

  37. Allan Says:

    Can you advise how much Premier Additional Coverwould be for a medium size car from Pisa Airport fro the week 8th-15th October 2007

  38. Robert White- Marketing, Avis UK Says:

    In Italy Premier Cover is in fact called Super Cover and it reduces your excess to zero. For small and medium sized cars it is currently priced at €27.10 per day. On today’s exchange rate on Travelex this is about £17.04 per day and a quick calculation for a 7 day rental totals this at £102.24 (you will only be charged for 6 days on a 7 day rental). For any customer who is renting a large car the current charges work out as €28.18 per day or £17.72 per day on today’s exchange rate. I should note that these prices are subject to change.

  39. Richard Says:

    I think your UK website should explain exactly how much the charge will be to reduce the excess on the CDW. When I arrived at Pisa earlier this month I was (only) then told that the excess was 1000 euros for damage but 2000 euros for theft. The cover would cost 20 euros per day – 200 euros for our 10 day stay. That’s nearly as much as rental cost! We decided to risk not taking the extra cover but have taken numerous photos of the car on returning to Pisa. As Avis have an imprint of my credit card I don’t want any “damage” excess appearing on it.
    The issue of the extremely expensive extra insurance cover would not inspire me to book Avis again from Pisa

  40. walt Says:

    i will be renting a car from avis(orlando intl airport) in october, i have booked this carthrough the travel agent i am told all insurances are included ie:- local tax,ldw,ali.vrf,airport/city/other surcharge and unlim mileage. will the avis desk tell me i need any other insurance or is this it

  41. Peter Lardi Says:

    I want to rent a fiat grand punto or similar out of and returning to Milan Malpensa during September for 14 days.
    I understand the uk ‘premium cover is named ‘super’ cover in Italy, and this is available to purchase at pickup , you pay only for the first 7 days. Is this correct? If my uk booking fee includes CDW TP and VRF is ‘super cover the top level of cover available? What cover is provided by ‘super cover’eg what are the level of Theft and Damage excesses plus any other cover? Finally why is this insurance information not provided at time of booking?
    Peter Lardi

  42. borgland Says:

    i am going to brussels

  43. Robert White- Marketing, Avis UK Says:

    Hi Richard, I agree – ideally we would make the prices of our ‘excess waiver’ products more clearer at point of booking. The main issue we have is that the product and the prices differ so greatly by country which makes this is a very difficult issue technically. However, this is not an excuse and it is something we are looking into. The excess information is provided when you book – it is displayed on the page after you have selected your car, on the bottom left hand side.

  44. Robert White- Marketing, Avis UK Says:

    Hi Walt, yes this is all you need to get in the car and go! There will probably be an excess though so they may offer you their local product which allows you to reduce this excess. Your booking confirmation should tell you what this excess is.

  45. Robert White- Marketing, Avis UK Says:

    Hi Peter, yes ‘Super Cover’ is the top level of cover available in Italy and it reduces the excess to zero. In Italy, you pay for 6 out of every 7 days. The reason why we do not have the price and product information on the website is purely technical and it is something we are looking into. All the comments on this blog have highlighted how important an issue this is!

  46. Richard Says:

    Peter -thank you for your reply. I can’t help but think that the “Super Cover” cost is excessive. In your reply to Allan you say it works out at about £102 for a seven day rental. Have I missed something or is your super cover far too expensive?

  47. Robert White- Marketing, Avis UK Says:

    Hi Richard, firstly, I hope you don’t mind, but I have removed your reference to a competitor in your comment. While we’re happy for you to comment and express your opinion about our own products and service we don’t really want people promoting our competitor products on our own blog!

    I think you make a valid point and the competitor product you recommend does represent good value if you accumulate enough rental days. However, the product also has some disadvantages, particularly around liability and how convenient it is, so I would suggest reading the small print carefully before making your decision. Ultimately you have to make the decision that is right for you (it sounds like it will be a pretty informed one as well)!

    I will also pass your feedback about the prices of Super Cover to our team in Italy.

    Rob

  48. PETER JONES Says:

    AM I MISSING SOMETHING ?

    ALL I WANT TO DO IS GET A QUOTE TO HIRE EITHER A PASSAT OR MONDEO ESTATE FOR 1 WEEK –
    COMMENCING 22/09/07.

    PLEASE ADVISE.

  49. Xavier Vallee - Head of Marketing, Avis UK Says:

    Hello Peter,

    You can either book your car hire on our main website: http://www.avis.co.uk,

    or contact our call centre 0844 581 0147

    We have estates available at these dates.

  50. Richard Says:

    At least the replies we get on this blog are refreshingly honest. I do think you need to get your Italian operation to look at the cost of the Super Cover. On my calculation they are assuming there may be a claim every 50 days (20 euros per day to cover a 1000 euro excess). Are Italians really that bad at driving?
    I think the sooner the better that ALL information is available online at the time of booking.Then there will be no nasty shocks at the airport particularly as all the paperwork is in Italian.

  51. Peter Lardi Says:

    I placed a query on blog 15th August,Robert White responded on 16th August but did not give a complete answer.So again, if ‘Super’ cover is purchased in Italy what insurance cover is provided. A supplementary question what is the cost for 14 days ‘Super’ cover.

  52. Rob White- Marketing, Avis UK Says:

    I don’t know about Italian driving in general Richard but I can say that on a recent trip to Rome a taxi driver drove me up the wrong way on a on a very busy one way street. My life flashed before my eyes! In all honesty I couldn’t comment on how the excess is calculated in this instance (or on the standard of Italian driving) but I have passed on this correspondance to the team in Italy for their information.

    I also take your point about providing information in advance and we’ll look into what we can do. With regards to the paperwork, we have a new rental agreement which can be printed in English at all the major European locations.

    In answer to your comment Peter- I am sorry I didn’t make myself a bit clearer before. As standard you are covered for theft of the vehicle (known as Vehicle Theft Cover) and damage to the vehicle (known as Vehicle Damage Cover) but this carries an excess. ‘Super Cover’ reduces this excess to zero in Italy. At today’s prices the cost of Super Cover for 14 days is €325.20 (or £205.34 at today’s exchange rate on Travelex).

  53. David Evans Says:

    I have hired a car from Cairn airport australia with a drop off in Sydney, My holiday rep assures me there is not a one way drop off charge payable as it is for 27 days, is this true or will I have to pay out when I get there?

  54. Rob White- Marketing, Avis UK Says:

    Hi David, would you be able to send me details about who you booked with to comments@avis.co.uk and I’ll get someone to contact you directly to clarify.

  55. Sue French Says:

    If I book a UK rental through the US website, which additional driver fee applies, the obnoxiously high UK one or the US additional driver fee?

    Is the additional driver fee waived using corp rate CDP?

  56. Rob White- Marketing, Avis UK Says:

    Hi Sue, additional driver in the UK is a one off price of £23.50 for the rental, irrespective of rental length. The price applies regardless of whether the booking is made via the UK or the US website.

    Unfortunately our systems are not recognising the code you are quoting as one of ours! Our Avis Worldwide Discount (AWD) numbers are in the format of 1 letter followed by 6 numbers e.g. A123456. If you have an AWD code in this format then drop me an email at comments@avis.co.uk and I will advise you on whether an additional driver fee is applicable. If you don’t have an account with us then we would be more than happy to discuss how we can help with your business rental requirements!

    We welcome any further feedback from you.

    Rob

  57. Sophy Says:

    I have recently set myself up as a Preferred customer. What’s the different between being a Preferred customer and being a Wizard?

    Thanks

    PS. Can you make it clearer that “mail” actually means “Email address” – my form got blanked because I put in my mail address (London, UK). Ditto for website – who’s website?

  58. Robert Says:

    Hi Sophy,
    Well done for sighing up as a proffered member, its really can save a lot of time in some locations like LHR, where your car is waiting for you when you arrive, and you don’t even have to go to the desk.
    I find it very useful as I rent cars a lot myself.

    As to your question, Wizard is not a club or status within Avis.
    A Wizard numbers is just the term used for your preferred account ID.
    It would usually consist of some digits and letters.
    And by using it when making a booking all your details would automatically come up and you can enjoy the preferred benefits.

    Take care
    Robert

  59. Mark Says:

    Eibhlin Payne – Head Customer Support UK stated on this blog on 31 May 2007

    ” If you are making a booking on avis.com, there’s a step in the booking process called ‘Rate Confirmation’.
    On this page are 4 tick boxes for optional cover.
    Two of these options are Collision Damage Waiver and Theft Protection, the US equivalent to our Vehicle Damage Cover and Vehicle Theft Cover. They cover you in the event of damage to and/or theft of the Avis vehicle. In terms of private car insurance, think of these as Fully Comprehensive but with an excess.
    Liability Insurance reduces or eliminates this excess (depending on the country)
    Personal Accident Insurance insures you personally in the event that something bad happens to you.
    ….”

    I’ve just looked at the avis.com website and the 4 ‘ Optional Coverages’ are
    LDW
    PAI
    Personal Effects Insurance
    Additional Liability Insurance

    There is no mention of Theft Protection or TP .

    Q. Is TP theefore covered under the Additional Liability Insurance charge or is it included as part of general hire contract in the USA ?

    I note that a booking made on the UK booking site for the same period and similar vehicle includes LDW and the ALI

    Q2 I am resident in both UK & USA can I use either website depending on if I want to pay in US$ or GBP?

  60. Rob White- Marketing, Avis UK Says:

    Hi Sophy,

    Thanks for your feedback about the blog. I need to put together a list of future developments and I will definitely put this on it. With regards to the ‘website’ field – this is not mandatory so you do not have to put anything in. Otherwise, some people like to put their own website or blog in if they have one.

    Anyway, the answer to your question about the difference between Avis Preferred and Wizard membership. Well as always Robert is pretty much right! Avis Preferred is essentially about providing you the most efficient, fuss free service you can get. As all the paperwork is filled out in advance (because we have all of your membership details) you can simply go to the desk, pick up your keys and go. As Robert points out, there are some locations such as Heathrow where you can bypass the desk altogether. It will certainly save you a lot of time.

    Robert’s description of a Wizard number is pretty much spot on as well. It is just the number that stores all of your information and should be quoted when you book.

    I hope this helps.

    Rob

  61. Rob White- Marketing, Avis UK Says:

    Hi Mark, good questions! OK, what the US call LDW (Loss Damage Waiver) is essentially a combination of Vehicle Damage Cover (formerly known in the UK as Collision Damage Waiver) and Vehicle Theft Cover (formerly known as Theft Protection). That is why there was no mention of Theft Protection because it is already combined with another product.

    With regards to your second question, the main reason why I would encourage a UK resident to book through the UK website is because all rates include Vehicle Damage Cover and Vehicle Theft Cover (unless you have a special Avis Worldwide Discount number that doesn’t include this in the rate) which means that you are not liable for the full cost of replacing or repairing a stolen or damaged car (however in this instance you would be liable for an excess – in the UK this is £600). The US website is different. Most rates do not automatically include Vehicle Damage Cover or Vehicle Theft Cover (i.e. LDW) because often Americans are already covered for this with their credit card. However, if you do have a credit card that covers you for this I would recommend making sure that this covers you for rentals outside of the US because this is not always the case.

    I hope this answers your questions although let me know if you have any more!

    Rob

  62. Liam Says:

    Hi, interested in a 20 day rental of Audi A4 1.9 at LHR from Dec 20. For web booking, last week price for guaranteed model was approx 675 UKP….but is now more than 950 UKP! Any way to access better price from last week ? Many thanks

  63. B Walker Says:

    What,if any, is the additional cost of rental when car is picked up and returned to Girona Airport but is driven into France during the hire period – based on small economy,assuming premium cover insurance is taken out.

  64. Rob White- Marketing, Avis UK Says:

    Hi B Walker, as long as the car is returned to Spain, there is no extra cost in driving it in France during the hire period.

    Let me know if you need anything else.
    Rob

  65. Angela Says:

    I joined avis preferred a few years ago because I frequently rent cars in the USA. On reading the terms and conditions for the USA & Canada section 14c concerned me. Am I right in saying that by signing up & renting through the scheme I am not covered for under/uninsured motorist protection? Is this something that can be added to the rental, if so at what cost? Also, is this cover normally included in the standard Avis rentals outside the scheme? I found it difficult to find any mention of it on your website.

  66. Rob White- Marketing, Avis UK Says:

    Hi Angela, sorry for the late response. I was just waiting for a response from the US! You are right, you are not covered for any damage to the Avis vehicle if the 3rd party motorist is uninsured. However, you can remove all risk with what they call Additional Liability Insurance. The cost of this can vary by state but it is usually about $12.95. In answer to your other question, there is usually no difference in the level of cover between a Avis Preferred member and non-Prefered customer unless you stated a preference for a different level of cover when completing your Avus Preferred profile. Let me know if you need any more info.

    Rob

  67. James Stirling Says:

    I recently hired a car over the Xmas and NY period from Glasgow Airport. I work for a large business that uses Avis both in the UK and Overseass. I was annoyed with the service recived and the mis-selling of upgrades by the sales centre, they promised an upgrade of a car that was never there!

    I will be speaking to Avis on Monday as it appears I have been overcharged.

    So, sorry AVIS you don’t try harder.

  68. Stephen Spiers - Customer Service, Avis UK Says:

    Hi James,

    I am disappointed that we did not deliver the service you expect from Avis. Would you be able to email me at comments@avis.co.uk with further details and your rental agreement number and we’ll take a look into this for you.

    Stephen

  69. Mark Pepall Says:

    I agree with Peter Halstead’s coments on CDW entirely. A competitor can do this on-line – why not Avis?
    Is it because your CDW is expensive & will makke the price uncompetitive?

  70. Rob White- Marketing, Avis UK Says:

    Hi Mark, CDW (or Vehicle Damage Cover as we call it) is included in the price and covers for damage to the Avis vehicle. However, re-reading Peter’s comment I believe you are referring to any product to reduce or remove the excess. To be honest I completely agree with you. We’re a strong believer in transparency and it is important that this extends to the transparency of our prices. Adding the prices to booking process on the website is not as straightforward as it seems as it is requires a lot of development work but this is on our list on development priorities. In the meantime if you let me know the car size, rental length and country you are planning to book for then I will let you know what the price is.

    Rob

  71. Robin Mason Says:

    I hired an SUV from Phoenix USA (via avis.co.uk) last year and my wife was covered as an additional driver for no charge. I am hiring from Las Vegas in June this year (again via avis.co.uk) – will there be a charge for my wife as an additional driver?

  72. Rob White- Marketing, Avis UK Says:

    Hi Robin, there is no charge for Additional Driver in the US if the additional driver is a spouse and over the age of 25.

    Have a great trip to Las Vegas. :)

    Rob

  73. Tim Henderson Says:

    I believe bookings made in UK for the USA which include LDW have no excess on the LDW. Is the right?

  74. Rob White- Marketing, Avis UK Says:

    Hi Tim, yes this is correct, there will be no excess on your US rental.

    Rob

  75. Louise F Says:

    I’m from UK and I made a booking on avis.co.uk for a rental in California next week. I’m trying to ascertain whether I am covered for everything but it’s really not very clear. My booking summary states Loss Damage Waiver (LDW) and Additional Liability Insurance but there’s no mention of the vehicle theft cover which is meant to be standard when booked through the UK site. Am I covered for everything equivalent to fully comprehensive?

    Also I cannot find a definition of the additional liability insurance – why isn’t it listed here? http://www.avis.co.uk/VehiclesAndServices/Additional-cover

    It would be far more simple if you could do individual guides for the most popular countries so it’s transparent. I’ve spent ages reading through everything several times and am still worried I may not be covered for some eventuality. Please don’t tell me it will be offered at the rental desk as you have to others here, as I think it’s unfair to expect people who’ve often been travelling for over 12 hours to make clear decisions on such matters.

  76. Stephen Spiers - Customer Service, Avis UK Says:

    Hi Louise,

    LDW (or Loss Damage Waiver) covers you in the event of loss or damage to the car, so vehicle theft cover is included in this policy. We do not have a definition on http://www.avis.co.uk as this site only covers the UK insurances. However, you can visit the US site on https://www.avis.com/AvisWeb/JSP/global/en/rentersguide/policies/us/policies_landing.jsp for a definition. There may be an excess but this information should be on your reservation confirmation.

    We appreciate the time you’ve spent trying to find this information and we want to make it as easy as possible for our customers to know what is included in the reservation before they travel. I’ll pass your great idea of country guides onto the Marketing team to see if we can develop something.

    Thanks for the feedback.

    Stephen

  77. Rob Foster Says:

    Hi Rob White- Marketing, Avis UK

    Regarding Louise F’s comments of April 9th, 2008 at 9:54 pm

    which were -

    I’m from UK and I made a booking on avis.co.uk for a rental in California next week. I’m trying to ascertain whether I am covered for everything but it’s really not very clear.

    I totally sympathise -

    I was well down the track of booking a minivan in Utah in the USA on the avis.co.uk site when I stopped since the quote came up saying it included Loss Damage Waver (LDW) and Additional Liability Insurance (ADL) – both terms not explained on your site even in “Frequently asked questions” – although I suspect what is the meaning of these terms is the most frequently asked question of all.

    I dont see why you cant include (in FAQ) a section in terms used in UK quotes for American hires. Something like the explanation you gave in this blog for –

    Loss Damage Waiver

    What the US call LDW (Loss Damage Waiver) is essentially a combination of Vehicle Damage Cover (formerly known in the UK as Collision Damage Waiver) and Vehicle Theft Cover (formerly known as Theft Protection).

    and something similar for

    Additional Liability Insurance -

    Am I right in thinking this largely covers third party insurance for vehicles property and injuries to people?

    Does that mean all that is left to cover is the excess on the vehicle hire and injuries to the hirer (the passenger being covered.

    Its in the companies interest to do so no-one is going to agree to a quote fearing that when they turn up they are likely to have to pay half as much again in additional insurance – which I hope you are going to assure me is not the case.

    Regards

    Rob Foster

  78. Rob White- Marketing, Avis UK Says:

    Hi Rob, your understanding of LDW and ALI are correct. Here is the full explanation of the product on the US site:

    “Renter may purchase Additional Liability Insurance (ALI) at the time of rental. ALI provides additional protection for bodily injury, death or property damage and increase the limits to one million dollars. When ALI is purchased, Avis will always provide the Financial Responsibility Limits (FRL) on a primary basis.”

    I take your feedback on the availability of this information on the avis.co.uk website. We are currently re-evaluating our FAQ section and I will make sure your feedback is fed into that work.

    Finally, yes you are covered for theft of, and damage to, the car but there is currently no excess on rentals in the US.

    Let me know if you have any other questions.

    Rob

  79. Fish Says:

    I am planning on making a booking at Avis in Sorrento, Italy. I have a full UK drivers licence. Do I need to also have my own insurance policy in the UK or is that cover included in the price?

  80. Rob White- Marketing, Avis UK Says:

    Hi Fish, this cover should be included in your quote – when you make a booking on avis.co.uk you will see it referred to as Vehicle Damage Cover and Theft Cover. This covers for the cost of repairs (in the case of damage) and/or the cost of replacement (in the case of theft) above the applicable excess amount. The excess amount is provided when making your booking on avis.co.uk although I am happy to look this up for you if you able to let me which the car category you intend to book.

    I hope this helps. Let me know if you have any more questions.

    Rob

  81. nichola mundy Says:

    I agree with previous bloggers who have suggested that premier insurance is added automatically for you. On hiring a car from your Bethune, France branch which was arranged by our vehicle breakdown cover service with staff who could only speak french and extra insurance was not offered so this would make language barriers no problem and would have lowered my bill by almost 200 euros. On the 10th April we had only driven for an hour when we got a flat tyre which made us skid and endangered my family. We changed the tyre and carried on our journey. We brought the vehicle back on the 11th and informed the staff that the tyre was burst. The staff then informed us that we needed to pay 270 euros for this problem. A tyre anywhere that I live is at most £60 nowhere near this amount. According to the staff at the time when I took it back they told me that your insurance would cover it and I could go. After an extremely stressful holiday I have now received a bill for this incident. I would like to know why I am liable for paying for this when we were insured by your rental agreement and why we should be liable for lots of other people use of the wheel, the wheels are not put on brand new with every hire. First of all the burst tyre could have caused a crash which thankfully it didn’t, I am extremely upset at this as when I read the agreement we read
    What’s covered? If the rental car is damaged, you will be covered for the cost of repairing the Avis vehicle
    I am also upset that I had to deal with the upset of the burst tyre and the endangerment at roadside of my family from what I believe to have been a used tyre. Before I pay any bill I would like to receive a copy of any invoice for the bill for repairs. In reality this is your car we took it believing ourselves to be insured, with the added problem of a language barrier . The staff were extremely rude when we took it back which was acceptable when we thought they were sorting this out through your insurance for us, but when i’ve got to pay an astronomical bill for a burst tyre, this is not acceptable.

  82. Stephen Spiers - Customer Service, Avis UK Says:

    Hi Nicola,

    I am disappointed that we did not deliver the service you expect from Avis. Would you be able to email me at comments@avis.co.uk with further details and your rental agreement number and we’ll take a look into this for you.

  83. Graeme Hnter Says:

    Just wanted to say what a dreadful experinence I have just had with Avis UK. Car hired for weekend at Edinburgh was frankly the worst car I have hired in a long long time. A Fiat Brava, the car was dirty when picked up in the dark, pulled to left, engine was overly noisy ( due for service me thinks) radio was faulty, seat belt warning light and buzzer intermitantly came on for no reason and both clutch and brakes were poor. Stupidly didnt complain until after the rental. Then discovered that Avis have charge me for supposed damage to tire with no explanation. News to me!. (Incidently they outsource disputes it seems – what’s with that!) After speaking to customer services – why can’t they deal with it – got an initial call back from the outsource company who admitted that they didnt actually have any paper work on why I had been charged extra – what was the point of calling me back without any details! – after repeating yet agian that I didnt know (and still don’t) what the problem was, outsource company kindly returned call to wrong number -left message with my elderly mother ( why couldnt they just phone me back on same number they called me on 15 minutes before!) that as I hadn’t complained earlier about the car pulling to one side it must be my fault!! Interesting logic! After 4 phone calls I am still actually none the wiser about what the actual problem is and also await any form of apology for being given a dog or a car, far less refunded me the extra charges they have taken without explanation. I will keep you posted (if they allow me to) but you have been warned! So much for Avis Preferred!

  84. nichola mundy Says:

    Just an update, even though I have requested a breakdown of what the bill is for before I wish to make payment, Avis have now seen fit to just take the money from my account. Why bother sending me an invoice requesting payment and then just taking it without my permission. I would like this to be known to prospective customers to be prepared for this before they hire from avis. I am SO angry as I have now received problems with my bank account and been informed I will have charges all due to this payment. Even if Avis’ policy is to just take this money, this still would’ve been unexpected as we were told by staff at France that insurance was paying, else I would have made sure there was money in account. Will pass on details to customer services and keep you updated (if they let me) via this blog.

  85. Stephen Spiers - Customer Service, Avis UK Says:

    Hi Graeme,

    Would you be able to email me at comments@avis.co.uk with further details and your rental agreement number and we’ll take a look into this for you.

    Stephen

  86. nichola mundy Says:

    I sent an email on the 27th to stephen spiers or customer services and just wondered how long I should wait for a reply. Thank you

  87. Stephen Spiers - Customer Service, Avis UK Says:

    Hi Nicola,

    Please accept my apologies for not replying. I have been out of the office.

    I am currently speaking to my counterparts in France and will contact you directly with the results in the next week.

    Stephen

  88. nichola mundy Says:

    This is extremely upsetting I am beginning to think we try harder is about trying harder to upset me more each day !! I now have been sent a letter requesting immediate settlement to a bill I have disputed but paid (see previous blog). Avis took a payment for accident repairs/NWE in euros on the 25th without any warning and then sent me an invoice after they had taken this payment. Then today I have now been sent an immediate settlement request letter in pounds sterling dated three days after payment had already been taken. I rang their remittance department who told me that the invoice was for repairs and that the original amount paid in euros was for hire. Firstly I did not pay for the car hire, my vehicle breakdown insurance company did, and secondly my invoice quite clearly states that the euros amount (260 euros for a replacement burst tyre!!!) was for accident repairs and petrol which was the exact amount taken from my bank. Customer services please sort this out for me, I am already dealing with the loss of my father and really dont need this stress. I did not mention this in my previous blogs as obviously this loss is nothing to do with you. But I am dealing with grief and arranging funerals and stuff and finding these letters very stressful and upsetting.

  89. Stephen Spiers - Customer Service, Avis UK Says:

    Hi Nicola,

    This letter was sent as part of our standard damage process. Please be re-assured that I am looking into this matter and will contact you next week as promised.

    If you have any queries in the meantime, you can contact me at comments@avis.co.uk.

    Regards,

    Stephen

  90. Robrta Says:

    Hi
    thought that I would try and comment here for response anxious to get a reply to allow us to proceed with 2 rentals I need to book for this week. I am still getting conflicting advise as to the amount blocked on my card when I collect a car. I need to collect a car from edinburgh airport on Friday and one from Pau France Saturday and urgently require a standard response asap or wil need to go with another company who can give me a definitive response the outlet wil adhere to.
    many thanks

  91. Rob White- Marketing, Avis UK Says:

    Hi Roberta, I’ve posted a response to this on your other comment…
    http://wetryharder.co.uk/?p=393#comment-5966

  92. Mike Smithson Says:

    I am currently on a touring vacation in Spain and had booked and paid for two pre-pay rentals several weeks before I left the UK. The prices appeared to be locked in with only the CDW the possible extra charge.

    Well it has all gone wrong. My pre-payments are merely being seen as contributions towards total rental prices that are far in excess of what I had budgeted for.

    In both contracts I am being charged a 92 euro “one way service” when the pre-payment confirmation and the AVIS website says that “all mandatory charges” are included in the prices.

    In each of the bookings it was clear that I would pick up in one city and return to another.

    This refusal of AVIS offices on the ground to recognise the pre-pay contract prices completely undermines the whole system.

    I have complained – buy hey – nobody has responded.

    Come on AVIS – you can do better than this.

  93. Stephen Spiers - Avis UK Customer Services Says:

    Hi Mike,

    Please can you send me the details of your bookings and rental agreements to comments@avis.co.uk. I will take a look for you and respond directly.

    Stephen

  94. David Whitcher Says:

    Having now returned to UK after holiday in Spain where we collected our pre-booked 6 day rental from A Coruna, you have now sent the completed invoice. Unfortunately it bears no relation to what you quoted and indeed is well in excess of double what was quoted. True, I opted for full insurance and an additional driver which would add to costs. However
    1)Discount given using my BA Executive AWD number is only 3% and that off a higher rate than quoted.
    2)No reference to my “Avis Preferred”
    3)No key makes interpretation of the invoice difficult e.g “NET TPS & KMS”? 6 Days “PAI”? “T” alongside certain figures in totals column?
    4)Why 6 day collision damage waiver added at 87 Euros when already specifically included in your quotation?
    5)Tax quoted as included but additional 41 Euros on bill?
    I admire your intentions to have transparency in quotations and invoices but maybe “Try Harder” by giving a key to abbreviations?- and in the meantime could you reduce my bill to closer to the original quotation?!

  95. Stephen Spiers - Avis UK Customer Services Says:

    Hi David,

    Please can you send me the details of your rental agreement to comments@avis.co.uk and I will take a look and contact you back.

    Stephen

  96. Iain Kirk Says:

    Hi,

    Can you confirm that bookings made on Avis.co.uk for car hire in Canada have £zero excess on both LDW and theft cover for Pay Later bookings, as that’s what it says on the quote screen and also when I log in to amend a reservation?

    Also, please confirm what the additional driver charge is in Canada and why it seems impossible for any Avis website to actually show what this charge is???

  97. Rob White- Marketing, Avis UK Says:

    Hi Iain, yes there is a zero excess on LDW and theft cover for rentals in Canada booked on avis.co.uk.

    The price of Additional Driver is $10 (Canadian Dollars) per day, up to a maximum of $45. However, Additional Driver is free of charge if the additional driver is your spouse.

    I hope this helps. Let me know if you need any further help.

    Rob

  98. Rick Holloway Says:

    I pre-paid a rental booking in the UK for use in Italy. The only thing extra that I added was additional insurance for accidental damage (and I had a Euro 50 voucher which should have covered most of that). So by my estimate I owed Avis around Euro 13. Imagine my surprise then to return home to an invoice (and immediate withdrawal from my credit card) of an additional Euro 462. Calls to the customer service department have so forth been met with discussions of ‘investigations’ that could take up to 30 days. I am currently awaiting a return phone call from a superviser in Client Service. I’ve been waiting 3.5 hours so far. I simply can’t spend a month with £370 on my credit card that shouldn’t be there. This is intolerable. Of course, as you’ve probably guessed, I’m an Avis ‘Preferred’ Customer…

  99. Rick Holloway Says:

    Update: The superviser has now sorted out the invoice and kindly agreed to refund the full amount to my card (so I’ll only have paid the original pre-paid amount). It will take 5 to 7 days to appear on my card but at least I will have my money back.

  100. Adrian Ferguson Says:

    Like R Holloway I too pre-paid for 10 day car hire recently in Italy. Upon collection of the car I was offered additional cover to reduce the excess. This was explained in broken English and advised of an absolute max price. Imagine my surprise that upon return an additional charge of over 60% of that originally pre-pid hire cost. Had this excessive cost been outlined properly I would not have purchased any further cover.

    I have written to AVIS a number of weeks ago but have yet to receive even an acknowledgement to my complaint.

    Its good to see that AVIS are able to look at these cases and address their customers concerns.

  101. Ian Golder Says:

    Hi,i wish to hire a car from youselves in the uk online.How much extra insurance would i have to pay for travelling to France?I will be in France for 12 days.

  102. Stephen Spiers - Customer Service, Avis UK Says:

    Hi Adrian,

    We’re sorry for any inconvenience this has caused.

    Please can you email the details of your booking and rental agreement that you signed to comments@avis.co.uk and we will look into this and get back to you.

    Stephen

  103. Stephen Spiers - Customer Service, Avis UK Says:

    Hi Ian,

    If you are planning to take one of our cars out of the UK, you will need to take out Continental Cover.

    For two weeks to France this will cost you £95 + VAT on top of the rental price. This will also need to be booked directly through the rental station at least 2 working days in advanced. The rental station will also need to know the country that you are visiting, the number of people in the car and the names of all the drivers.

    For more details please read the blog post Crossing the border (http://wetryharder.co.uk/?p=199) or contact the rental station directly.

    Hope this helps,

    Stephen

  104. Cheryl Says:

    Dear Avis,

    I’ve emailed over the weekend but am worried I won’t hear back before I leave the country. Could you please confirm for me if cars hired on the UK website for pick up in the US:
    1) will have no excess to pay on damage or theft
    2) that damage cover includes tyres, roof and windscreen (not all companies include this)

    My PayNow quote said there was no excess on Theft or Damage but my confirmation email doesn’t say this (only that I have LDW) and there is nothing to say that it includes or excludes roof, windscreen and tyres.

    Many thanks, and congratulations on being transparent and brave enough to run a blog!

    Cheryl

  105. Stephen Spiers - Customer Service, Avis UK Says:

    Hi Cheryl,

    1) LDW (or Loss Damage Waiver) covers you in the event of loss or damage to the car, so vehicle theft cover is included in this policy. We do not have a definition on http://www.avis.co.uk as this site only covers the UK insurances. However, you can visit the US site on https://www.avis.com/AvisWeb/JSP/global/en/rentersguide/policies/us/policies_landing.jsp for a definition. There is no excess on your rental.

    2) This policy includes roof, windscreen and tyres.

    Hope this helps,

    Stephen

  106. Cheryl Says:

    Hi Stephen,

    Thanks so much for the quick response. I can’t wait to pick up my car now – Viva Las Vegas!

    Cheryl

  107. Ben Says:

    Hello, could you tell me how much will be held on my credit card at Poitiers airport for a 15 day pre paid rental of a twingo (or similar!) Is it the same as La Rochelle where they hold any extras and a tank of petrol.Many thanks Ben

  108. Gillian Stokes Says:

    Hi, I wrote to you at the beginning of July about what looked like a fraudulent entry on my credit card for £756.11 debited in Virginia, USA. You told me your operations in Europe & America were separate. I now find from Nationwide the the transaction was done in Sardinia and processed in America. It has now become a dispute and not a fraud investigation. Why this transaction was done at all is a mystery to me but it caused my credit card to be refused at a petrol station, after I had filled up with fuel, the cancellation of said card and the issue of a new one. I would be interested to know the reasons behind this.

  109. Rob White- Marketing, Avis UK Says:

    Hi Ben, it’s the same as La Rochelle, so the cost of any extras and a tank of fuel.

    Let me know if you need anything else. Have a great trip!

    Rob

  110. Stephen Spiers - Customer Service, Avis UK Says:

    Hi Gillian,

    I have contacted you directly to resolve this issue.

    Regards,

    Stephen

  111. Karen Fraser Says:

    Hi,
    I have been reading with trepidation all the comments on this blog, there seems to be so much that can go wrong with hiring a car !!
    Could you please answer these questions for me please as we are visiting England and don’t want any unexpected surprises.

    - I note that at Heathrow your operation goes 24 hours a day, what times are available for dropping off the car , are we able to drop it off at any time??

    - We are wanting to book a Vauxhall Vectra 1.8 (647 pound pay now) as we are carrying 5 adults and I note that you also say that you cannot guarantee the car; does this mean that we could get given a smaller car?? this would not suit us as we are going to be doing a lot of driving, what can be done about this please?

    - What is the ‘one way fee’?

    - Are there any good deals for people hiring a car for 24 days?

    -Lastly, do we have to pay a ‘bond’?

    thanks
    Karen Fraser

  112. Stephen Spiers - Customer Service, Avis UK Says:

    Hi Karen,

    Sometimes car rental can be complicated but hopefully we’re helping to clear matters up with this blog! In answer to your questions:

    1. You can drop your car at Heathrow at any time, day or night. If it’s very late at night/early in the morning, you may have to pop into the office but there will always be someone on duty.

    2. We cannot guarantee the make and model of the car but we will give you one of a similar size. Other cars in the same group as the Vectra are the Citroen C5 and the Renault Laguna.

    3. The one way fee is for rentals leaving and returning to different locations. There are exceptions where these are waived but this will always be made clear when you book the car.

    4. When you book on the avis website, it will always bring you the best price possible.

    5. If you pre-pay for your rental, we authorise a deposit on your credit card for any extras taken at the station (insurances, GPS, baby seats) and a tank of fuel.

    I hope this answers your questions.

    Stephen

  113. Ben Says:

    Hello Rob, I have just found out that high visibility vests now need to be worn when you break down in France. Are these provided when you rent a car and what about a warning triangle are these in the car as well?

    Hope you can help (I leave on Sunday)
    Ben

  114. Rob White- Marketing, Avis UK Says:

    Hi Ben, apologies for the late reply – I needed to confirm with the team in France what our answer is to this one! I fear I am a little late to answer your question before trip but I’ll answer it away for the benefit of any of our customers with the same question.

    So to answer your question… this new rule will not be in place until the 1st of October. The team in France will provide what is necessary to comply with these rules when it starts on July 1st.

    I hope you had a safe trip to France.

    Rob

  115. Renter Says:

    I am a UK citizen living in the USA I booked a Peugot 407 for 12 days LHR with the CDW and Theft protection what will be the amount for the premier cover?? do I pay for 12 days or 7? also is there an additional driver fee? and how much is a childs booster seat for the rental period? booked on avis.com

  116. Richard Says:

    Just a warning to all users on a rip-off we encountered in Edinburgh this week. On returning car staff noted a small scrape on side of rear wheel which they classified as tyre sidewall damage and charged £78 for a new tyre + £50 admin fee. One of our party recalled noticing the mark on collection but didn’t think it constituted damage and so was not reported. We treated the car with kid-gloves and were absolutely meticulous about looking after it so are *certain* we were not responsible for this so-called damage. Looks like some kind of scam Avis Edinburgh are running since they homed in on it as if they were expecting it to be there. The ‘damage’ is not even noticeable without VERY close inspection so beware to check, note & report *any* tyre scuffs which might conceivably be classed as ‘damage’ when you collect the car. Avis staff were unsympathetic, dismissive and cocky about it saying we had probably crashed against the kerb while driving the vehicle – something we would certainly have noticed happening (mark is less than 2 inches long, slight scrape of raised rubber ridge)! They could offer no explanation for the £50 admin fee saying simply ‘Head Office set it – check your terms and conditions’ – which by the way, make no mention of such a fee. Being a regular Avis preferred user I am disgusted and disappointed and will certainly look for an alternative supplier in future. SHAME ON YOU AVIS!

  117. Stephen Spiers - Customer Service, Avis UK Says:

    Hi Richard,

    We always ask our customers to check the car before they drive away to ensure all damage is marked. Also, we do have strict guidelines on what we consider to be chargeable and non-chargeable damage. More details can be found on my previous blog post at: http://wetryharder.co.uk/?p=378.

    I would like to look at your rental and would request that you send me the details at comments@avis.co.uk. I will investigate and contact you with the response.

    Stephen

  118. Rob White- Marketing, Avis UK Says:

    Hi Renter, the cost of renting a child booster seat is £5.88. The cost of adding an additional driver is £23.50 per rental although this is included in the price of Premier Cover if you opt for this.

    The price of Premier Cover for this car size is £15.95 per day, capped at 7 days. Therefore, the total price of a 12 day rental would be £111.65. If you are interested in Premier Cover to reduce your excess to £100 then please ensure you book Collision Damage Waiver and Theft Protection when making your booking on avis.com. These products provide cover for damage to, and theft of, the Avis vehicle but with an excess (£950 on this car size). Premier Cover reduces this excess to £100 and therefore cannot be purchased without Collision Damage Waiver and Theft Protection. Premier Cover works out cheaper (at the price quoted above) if the Collision Damage Waiver and Theft Protection are added when making your booking (they are not included automatically on avis.com as some US residents are covered for this with their credit card).

    Does this give you everything you need?

    Rob

  119. Gary Says:

    I have just booked a Group B car for Orlando via avis.co.uk
    The Avis pay now price was £209.84, but as an AA member I followed the link from the Avis site to get the “up to 15%” discount, being charged £188.88. The Avis site said Vehicle Damage Cover Excess $0 and Vehicle Theft Excess $0, but there was no similar statement or page on the AA link. Am I going to need additional local Excess insurance in Orlando, in which case I am going to end up paying more overall by claiming that 15% AA discount, or do I also still have the $0 excesses?

  120. Rob White- Marketing, Avis UK Says:

    Hi Gary, the excess using your AA discount will also be zero.

    Have a great trip to Orlando!

    Rob

  121. Tracey Howes Says:

    Ive recently booked with Avis and so far all is going well. When I booked over the phone I was not asked for my flights details, I emailed and received a call from David who was very helpful and asked me to email them to him, I asked him to then email back to say he had received them, I also aksed him if the flight was cancelled could he guarantee we would get a full refund which he said we would and he would put that in writing.

    I emailed the details over and aasked him to confirm that if the flight was canx we would get a full refund and also to confirm what Leee had told me over the phone when booking in that there would be NO extra charge to take the car from Northern Ireland to Ireland.
    I have not had an email back and have even chased him but have not had a reply which I find disapointing as Avis was doing so well up to this point.

    Can you please get someone to confirm receipt of the flight details and to confirm that there will be no extra charges and that we would be entitled to a refund if the airline cancelled the flight (which is unlikely anyway)
    I would like it all in writing incase of problems as when I looked Avis up on the web I have found some really bad reviews (I’m sure the are the minority of your customers)

  122. Rob White- Marketing, Avis UK Says:

    Hi Tracey, firstly I apologise that you haven’t received the written response you were promised from our call centre team. I am chasing this up with them to ensure you receive a prompt response. In the meantime, I can confirm there will be no charge for collecting a car in Northern Ireland and crossing the border into the Republic of Ireland as long as the car is returned into Northern Ireland. With regards to cancelling your booking, you can obtain a full refund but a £20/€25 cancellation charge does apply. You can claim the full amount without paying the cancellation charge by contacting us in writing if an exceptional circumstance was responsible for the cancellation (the call centre agent you are dealing with should be able to confirm whether your circumstance qualifies).

    Rob

  123. Brian Caley Says:

    I used Avis Car rental several times in Portugal and was impressed by the speed of the check in and return car procedure so going on holiday at the beginning of October to Cyprus I choose Avis Car rental again, booking through Car Rentals.Com. I was quoted £141.26 which included taxes and fees for a Ford Fiesta collecting it at Paphos Airport. I duly arrived at the Avis Desk just after 9.0 pm and was the only customer there. I was greeted by the man on duty saying “Oh no, not one of those bookings” I was then informed that it was incorrect. Firstly he pointed out a notice on the wall saying that there would be an excess payment for anyone over 72 years old. I was 73! There had been no mention of this. He then proceeded to fill out new forms as he said he had to re-book it all. The age excess I had to pay was £38.00 extra. He charged me £55.00 for a full tank of fuel which he advised me to use as much of as possible and bring the car back empty. I told him that it was unlikely that I would use all the fuel and was informed that it would be my loss. Incidentally, when I received my invoice two weeks later it showed that I had driven 8,634 miles in a week!!!!!!! He assured me that it was important to have Collision Damage Waiver and Theft Protection, having been travelling from 11.30am that morning I was tired and just wanted to get on my way as soon as possible so agreed. He did say that I should make a formal complaint as he had had similar problems before and no one took any notice of huim. He then informed me that because of all the hassle I had had that he had upgraded my car from a Ford Fiesta to a Nissan Note!!!! Upgraded!!!!! I asked where to return the car at the end of my holiday and was told to return to where I picked it up. At the end of my holiday I returned to the airport with half a tank of petrol left, and after enquiring of several people where to leave the car I was directed to a car park, there was no Avis representative there and I was told just to lock it and put the keys into a box provided in the airport. The total cost of hiring this vehicle was £375.00, just over two and a half times more than I was quoted.

  124. Stephen Spiers - Avis UK Customer Services Says:

    Hi Brian,

    I’m sorry to hear of you experience and would like to investigate for you. Please could you send me the details (including rental agreement number) to comments@avis.co.uk and I will contact you directly.

    Regards,

    Stephen

  125. Tracey Howes Says:

    Thank your Rob.
    I spoke to another person at the call centre after emailing you on this board and she was very helpful, she emailed me to say there was no over the border charge and she actually said that I would get a full refund in the event of a cancellation (she did not mention the £20 fee which I think is a little poor)
    All in all I have been happy with the service I have received by Avis so far, although reading some of the horror stories above and on other website I am worried about being charged something extra for no reason after my hire! It sounds as though the service centre staff are great and well trained but the actual staff at Avis locations leave a lot to be desired.
    I will wait and see!
    Many Thanks

  126. Rob White- Marketing, Avis UK Says:

    Hi Tracey, happy to hear that so far so good! I really hope the comments you’ve read so far do not reflect most people’s experience and that our team at the rental office will prove otherwise. Will you let us know how you get on?

  127. david carpenter Says:

    Why, after collecting your hire car, do you charge £13.71 to fill a tank that was virtually full? that’s nearly quarter of a tank. also no pre-notification before debiting my card. this is unprofensional, also is it ethical? and what about your reptutation?

  128. Rob White- Marketing, Avis UK Says:

    Hi David, I’m not sure what location you rented from but but generally this fuel charge is calculated and charged when you return the car so I’m not sure what happened (it might be that you returned the car to a location that does not yet have the wireless Rapid Return technology hence why the final bill was not calculated there and then). If you could email your rental agreement number of comments@avis.co.uk then we’ll take a look at the charge for you.

    Rob

  129. Kelly Says:

    Can you tell me if I can pay for my rental using a Debit card which has either a mastercard or Visa logo.

  130. Chris Cox- Reservations, Avis UK Says:

    Hi Kelly,

    In which country are you hoping to rent? We do accept Visa and Mastercard Debit cards in most countries, provided all it says on the card is Debit (i.e. not Solo, Switch, Maestro etc)
    If you let me know which country and office you are hoping to rent from then we can confirm whether you will able to use this card or not.

    Chris

  131. yuri Says:

    Hi,
    I plan to hire a small (B or C) car at Heathrow for three days and drop-off at Gatwick. Will I be charged a one way fee? How much will Premium Package cost for this rental?
    Regards
    Yuri

  132. Stephen Spiers - Avis UK Customer Services Says:

    Hi Yuri,

    The one way fee between Heathrow and Gatwick is usually £10.

    Our Premier Cover is £11.95 per day for small cars, £14.95 per day for medium cars and £15.95 per daye for large cars.

    Hope this helps,

    Stephen

  133. Rich M Says:

    Hello All,

    I’m wanting to rent a family car for 10 days and drive to the french alpes. Can someone explain what the additional policy is when taking a car abroad. This must be a common request, perhaps an option should be included on the website.

  134. Stephen Spiers Says:

    Hi Rich,

    If you are planning to take one of our cars out of the UK, you will need to take out Continental Cover.

    For ten days to France, this will cost you £95 + VAT on top of the rental price. This will also need to be booked directly through the rental station at least 2 working days in advance. The rental station will also need to know the country that you are visiting, the number of people in the car and the names of all the drivers.

    For more details please read the blog post Crossing the border (http://wetryharder.co.uk/?p=199) or contact the rental station directly.

    As always, I’ll pass your comment onto the web development team who maintain the website for future reference.

    Hope this helps,

    Stephen

  135. Lou Says:

    We are trying to work out who is responsible for ensuring the baby sit fits into the car. Avis do not fit – but are on hand to offer advice. What happens if there is a problem? We will be travelling with an eight month old from Brisbane – and the thought of having problems fitting seats after 24 hours of flying at 6am in the morning feels me with dread.

  136. Stephen Spiers Says:

    Hi Lou,

    As a parent myself, I can understand your concern on this matter.

    Our policy is to provide sufficient information (e.g. manufacturer instructions) to customers to let them know how the baby seat works. We are unable to accept final responsibility for the fitting of the seats, which rests with the parent/guardian of the child.

    We recognise that this may cause some disruption, where parents are unfamiliar with a make or model of seat and car, but our staff are on hand to assist and provide instruction from the manual.

    I hope this helps,

    Stephen

  137. Jo Says:

    I am travelling to the Isle of Wight and wish to hire a MPV.
    Can I take my own child seats and what happens if I break down on the Isle of Wight?

  138. Stephen Spiers Says:

    Hi Jo,

    We are more than happy if you want to bring your own child seats.

    If you break down on the Isle of Wight (which I hope you don’t), you can call for 24hr roadside assistance with Avis Assist on 0800 200 888, just the same as on the UK mainland. This number is also on the Avis rental agreement and the back of the tax disc on the rental car, so you’ve always got it handy.

    Hope this helps,

    Stephen

  139. Bill Johnson Says:

    I had a very bad experience with Avis, be aware they will keep your card and make fraudulent charges and theres nothing you can do. There are other reputable companies out there, I suggest you use them.

  140. Stephen Spiers - Avis UK Customer Support Says:

    Hi Bill,

    I’m sorry to hear of your experience and would like to investigate for you. Please could you send me the details (including rental agreement number) to comments@avis.co.uk and I will arrange for someone to contact you directly.

    Regards,

    Stephen

  141. bill Says:

    I HAD A CALL TODAY AT 14:27 FROM THE CAR HIRE (TEL 01253842100) WHILST IN TRAFFIC TO ARRANGE WHEN AND WHERE TO BRING BACK THE COURTESY CAR I HAVE FROM AVIS SINCE 21/01/09. I THEREFORE DECIDED TO PARK SAFELY ON A SIDE ROAD TO SPEAK TO THE LADY. IN THE PROCESS OF PARKING I HEARD A SIREN. THERE WAS NOT ENOUGH ROOM FOR THE EMERGENCY CAR THUS I DECIDED TO BACK UP A BIT TO GIVE THE EMENGENCY CAR ENOUGH ROOM TO MANOUVRE. AS I REVERSED, I FELT A JOLT. I THIOUGHT I HAD SIMPLY GONE OVER A THE KERB.
    HOWEVER I NOTICED A DENT AND CRACK ON THE PAINTWORK OF THE BUMPER WHEN I WENT TO TAKE THINGS OUT OF THE BOOT THIS EVENING.
    I HOPE TO HEAR FROM YOU.THANKS
    BILL

  142. Stephen Spiers - Avis UK Customer Support Says:

    Hi Bill,

    I have forwarded your comment onto the Birmingham office where the rental originated. I would advise contacting them directly on 0844 544 6038 with regards to the damage on the car.

    They will be able to talk you through the process and answer your questions.

    Hope this helps,

    Stephen

  143. Clare Gillmore Says:

    I am planning to rent a car in Italy this summer. In order to keep the cost down and not rent child seats from Avis, I thought I might bring our own on the plane, but then wondered if it is the law in Italy to need booster seats at all, and maybe I can just bring a cushion?!

  144. Stephen Spiers - Avis UK Customer Support Says:

    Hi Clare,

    We’re more than happy for you to bring your own child safety seats. I’ve tried looking for information on the law in Italy and the best I can find is: http://www.sciuridae.co.uk/child_car_seats/european_child_seat_law.htm.

    This states that it is illegal for children under 3 to sit in the front or rear seats without the proper child seat. Kids between 4 and 12 cannot be a passenger unless they are using a suitable safety restraint seat or an adaptor for a seat belt. If no seat is available for children aged between 4 and 12, they can use the adult seat belts in the rear if accompanied, in the rear, by another passenger aged over 16.

    Hope this helps,

    Stephen

  145. Martin Bradley Says:

    I rent an Avis car every year in the US picking up in Las Vegas and returning to LAX. I require a Large SUV (not the standard Trailblazer size). I have not been able to reserve this type of vehicle on the WEB site and have to upgrade when I arrive. I am an Avis Preferred Customer, but having to upgrade on site means I lose the primary benefit (speed). I have been unable to get a sensible answer as to why I cannot rent one of these vehicles in advance. Please Avis, can you try just that little bit harder to sort this problem out for me this year. I don’t require the vehicle untl July, and the standard response has been that these vehicles are sold out.

  146. Vicky Blake Says:

    When I initially made my booking I was very impressed with the level of service. However, like other people I am beginning to have doubts.

    I changed my pickup location recently and asked for an email confirmation – nothing arrived.

    On 2 March I emailed a query via the website saying that I wanted a hard copy of my reservation but didn’t seem to be able get it either via ‘view my rental agreement’ or ‘resend booking voucher’.

    Since I didn’t receive a reply I sent the email again, marked urgent and with a ‘read receipt’ request.

    I have just received an email saying the message has been deleted without being read!!!!

    Is this how you treat customer queries?

  147. Doug Gerrie Says:

    I am hiring one of your cars from Lisbon Portugal for 2 weeks over Easter I’m thinking of making a day trip to Spain,do I need to make special arrangements?
    Also does the Insurence also cover Public Liability?

  148. Ian Taylor Says:

    Hi I have booked a car (via airmiles) for June from the office in Perpignan. I was told it is a Clio or similar so thought I’d look at the website to see what “similar” meant. I have a group C car booked. Is this a Clio III as opposed to the smaller version? Thanks

  149. Rob White- Marketing, Avis UK Says:

    Hi Ian, yes it is the Clio III. The category also includes the Renault Megane, VW Golf VI, Opel Astra, Opel Meriva and Citroen C4. I hope this helps!

    Let me know if you need anything else.

    Rob

  150. Chris Cox- Reservations, Avis UK Says:

    Hi Doug,

    There would be no problem driving into Spain from Portugal and no extra cover would need to be purchased.

    With regards to Public Liability I’m not exactly sure what you mean. The car comes with Motor Liability Insurance which covers you for damage done to all third parties and properties. Does this give you the information you are after?

    Hope that helps.

    Chris

  151. Gary Sarson Says:

    I am a US resident and have booked a car in the UK via Avis.com. I have not purchased any additional insurance. Does the car come with third party liability cover, i.e. cover for damage to other people or property ? If yes, what are the limits of this cover and is additional third party liability available to increase the limits ?

    Thanks

  152. Chris Cox- Reservations, Avis UK Says:

    Hi Gary,

    In the UK the car automatically comes with third party liability insurance which provides unlimited cover for property damage and personal injuries to third parties.

    I hope that helps

    Chris

  153. alan Says:

    Are breakdowns covered as standard when booking through your website for florida?

  154. Chris Cox- Reservations, Avis UK Says:

    Hi Alan,

    Yes breakdown cover is always included with rentals, the breakdown assistance number will be provided on the contract when you pick up the car.

    Chris

  155. Carl Stevens Says:

    I have just come back from the states after hiring a car from Avis for two weeks. This was done online.

    I have been very UNHAPPY what has occurred.

    Avis were the cheapest quote online – beating all other quotes and provided all insurance (CDW etc etc). This meant that when we got to America all we would need to do was collect the car and be on our way.

    The person who severed us spoke very quickly and even served someone else at the same time. We declined all extra services – no upgrade, no tank of petrol and I was told to sign a form sevral times. I did this and we were allocated a car.

    I went to the parking lot and declined the first car given as it stank of CANNABIS. This was not a problem and I was imediately provided with a different car to the one agreed to.

    Took the car for the two weeks and it was absoloutely fine, with no problems whatsoever.

    I take it back to the airport, a man checks it over and is happy, he gives me a printed receipt which I assume is to verify the fuel and car are in order- I quickly stuff this in my pocket and rush off as we had been stuck in traffic and needed to get to our plane.

    A little while later I look at the receipt and discover that I have been CHARGED an ADDITIONAL HUNDRED POUNDS!

    I am furious, it appears that the person at the counter had signed me up for two additional lots of insurance that i DID NOT AGREE TO and DID NOT NEED and I feel that I have been taken advantage of by AVIS.

    I contacted the customer help desk and was told that if I signed the agreement then there is nothing I can do.

    I genuinly feel upset and manipulated by AVIS. Due to this coniving I am likely to be charged almost 50% extra then my PAID quote. The form printed out is not clear and does not explain everything. If AVIS are to keep hold of business then they need to make the form clealer and not manipulate customers.

    I am awaiting a call back from a manager – which was promised today. (20 May 09) I will update with the result.

  156. Rob White- Marketing, Avis UK Says:

    Hi Carl, I am very sorry to read that you have been left so disappointed with our service. Would you be able to email your rental agreement number to comments@avis.co.uk and I will follow this up for you with the Customer Support team?

    Rob

  157. Carl Stevens Says:

    I have recieved a prompt response to my blog comments and I will update the result on this blog with what has been achieved.

  158. Julie Says:

    We are hoping to book a Chevrolet Blazer for 3 day when in Las Vegas in August. I have looked on the Avis.co.uk web site and the cost shown is £81 approx for the 3 days. BUT does this include CDW excess cover. I understand that some excesses are £650 and even £950 quoted but on my quote the excess was shown as £0. Does this mean that I will not have any charges should I/we have an accident in the Avis vehicle?? Having been to Vegas many times but always with other people driving I am concerned about the volume and speed of traffic in August. I am a very safe driver but accidents do happen… and I need to know that I am fully covered.

  159. Niranjan Says:

    Hello, I plan on travelling to the UK from Canada during the summer (2009) and wanted to rent a car from Avis via the British Airways website. The website gives me an inclusive rate but it’s not very clear on what forms of insurance are included ie CDW, TP etc. I called BA and they promised to get back to me but never did. Can you please clarify ? I am planning on renting a Class J Automatic car for 10 days. Thank you.

  160. Chris Cox- Reservations, Avis UK Says:

    Hi Nirnajan,

    If you let me know the pick up office, dates, times and your BA executive level etc then I’ll have a look for you. Normally all rates for UK rentals booked via BA will include CDW and TP with the usual excess amounts which can be reduced at the office.

    Thanks

    Chris

  161. Chris Cox- Reservations, Avis UK Says:

    Hi Julie,

    In the USA the insurance is called LDW which is a combination of CDW and TP. There will be zero excess on the vehicle so there will be nothing to pay in the event of an accident or claim. The quote will also include ALI which extends the 3rd party liability coverage to 1 million dollars as well so rest assured you will be fully covered.
    I hope that helps
    Chris

  162. Niranjan Says:

    Hi Chris,

    Thank you for the response. I plan on renting from July 31st (9.00 AM) to Aug 10th (9.00 AM). Pick up location Heathrow. The website states the following: “Your rental price INCLUDES – Airport/City/Other Surcharge, Local Tax, Vehicle Registration Fee, Additional Liability Insurance (ALI), Collision Damage Waiver (CDW)
    Your rental price EXCLUDES – Under Age Surcharge”. It does not state if TP is also included in the quoted rate of $518 CAD for a group J Auto car. Thanks.

  163. Chris Cox- Reservations, Avis UK Says:

    Hi Niranjan,

    I’ve looked into this and yes it does seem a little confusing through the BA site. As the rates are in CAD loaded by Canada I don’t have access to them to see exactly what is and isn’t included. I’ve asked our colleagues in the USA to double-check these inclusions to ensure that they are all-inclusive and get back to me. As soon as I have an answer I’ll let you know.
    Apologies
    Chris

  164. Carl Stevens Says:

    It has now been two weeks since I challenged a charge that had been added to my account. I have had no response from Avis customer service.

  165. Rob White- Marketing, Avis UK Says:

    Hi Carl, I am very sorry that you are yet to receive a response. I know that the Customer Support are investigating this and I have asked them to provide you with an update as soon as possible.

    Rob

  166. Mark Says:

    Hi,

    I have paid to hire a car for 7 days to pick up from Bergamo airport in Italy and drop off at Bergamo Airport but after reading these comments, I am concerned that I maybe charged extra when picking up the car. I have already paid in full and was told that there will be no hidden charges by the customer advisor but I am worried. Can you reassure me that I will be looked after by your company whilst hiring your car and not be fobbed of by one of your representatives?

  167. WRQ Says:

    I’m from Australia and thinking of hiring out of Heathrow and return to Heathrow.
    What is the difference between Premier Cover and Super Premier cover? Where on the site would you find this info? Also I would like to read a copy of the hire contract, where would I find a copy of a contract including the insurance details prior to going overseas? I would like to sign on for the 3 min customer but I will need to be confident that I have all the details.
    A complete quote is difficult to acquire with all charges. Why can’t the options be available to add in to the total eg satnav, premium cover.
    Could you confirm 21 July at 1800 to 24 July at 1730 is 4 days not 3 days ie 24hr periods.
    What would be the cost to hire a standard plus Vectra manual, a/c, plus Premium cover from 21/07/09 1800 to 24/07/09 1730.

  168. lee perry Says:

    hi can someone please advise on the conditions of car hire at larnaca cyprus and driving it over the border to the north for the duration of the hire and the returning it at larnaca airport, the main issue is am i covered by my cdw or fully comp in the north as i would be in the south.

    i have emailed avis approx ten times over a week and still no response which is a bit poor for such a big company who go on about how good they are on customer care.

    i cannot make my booking untill i know this info, and cannot even get it of them over the phone all they say is email us.

  169. Rob White- Marketing, Avis UK Says:

    @Mark, I understand your concerns but, if you booked directly with Avis, your quote will include everything you need to get in the car and go without the need for any additional charges.

    To be absolutely sure, you can check this when you sign your rental agreement. The rental agreement will be printed in English and the final price should match the price you quoted. The exception to this will be if you agree to add any of the OPTIONAL extras at the rental counter. The most popular of these is the excess waiver which can be added to reduce or remove your excess. But this is not mandatory. Other popular products you might like to add include GPS, Baby Seats and Additional Driver. So, your price on the rental agreement should only differ if you choose to add any of these products.

    This price should then match the final bill at the end of the rental unless you extend the rental, damage is incurred or the car requires re-fuelling.

    Does this give you the confidence you are looking for? There are of course the odd occasion when things don’t quite follow these rules, in which case it should be relatively straightforward to make a case to us. But the examples on this blog are representative of a very small % of our rentals.

    Let me know if you have any other questions.

    Rob

  170. Chris Cox- Reservations, Avis UK Says:

    Hi WRQ,

    The Premier Cover reduces the excess for damage and theft down to the lowest amount (in the UK) of £100. It also gives you a free additional driver and super personal accident cover which covers the driver and passengers of the Avis vehicle against accidental death and medical expenses etc. The Super Primer cover also includes the basic CDW (vehicle damage cover) and TP (vehicle theft cover) covers that you would normally already have included in your price.
    Sorry I’m not quite sure what you by “hire contract” do you mean the actual contract of rental? The Rental Agreement (rental contract) can only be viewed when you collect the car as that is when it is created. If you mean the general T&Cs when renting with Avis and relating to your reservation, these can be viewed online at the Avis.co.uk website or by calling the reservations team on 08445 81 81 81.
    To sign up for Avis Preferred simply go online and complete the “Join Avis Preferred” section, once you are a Preferred member then when you rent at a 3 minute promise location this service is offered automatically, it isn’t something you sign up to instead something that we offer to all Preferred customers at these locations.
    By calling reservations they will again be able to give you complete quotes, many of the extras e.g. GPS, Premier Cover etc are charged locally but we will be able to give you the total costing of these extras. They will also be happy to explain the details of taking the car abroad to you.
    From the 21st to the 24th will be a 3 day hire providing you don’t drop the car off later than your pick up time plus 30 minutes (the grace period.
    Finally for a 3 day hire from Heathrow you are looking at a cost of £119.24 which would include the CDW, TP, all taxes and an excess of £950 for damage and theft. To take the car abroad would then cost you an extra £86.25. If you wanted to take the car abroad you would need to give the office 2 working days notice and provide them with information regarding the countries you plan to visit, names of all drivers and the number of passengers you’d have.
    I hope that helps
    Chris

  171. Chris Cox- Reservations, Avis UK Says:

    Hi Lee,

    There is no problem taking the car around the island north or south. You cannot take the car off the island so providing you keep the car in Cyprus you won’t have a problem.
    Could you tell me which email address you’ve used to send your enquiries to as we do pride ourselves on our customer care and I’d be interested to know why you haven’t received a response to the 10 emails you’ve previously sent.
    I hope that helps

    Chris

  172. lee perry Says:

    hi ian

    i need to know if any extra insurance is required for the north also what happens if i breakdown in the north am i covered.

    i need t oknow this info before i book.

    regards lee

  173. lee perry Says:

    ian i will be in the north for approx 18 days so can you advise on cost and breakdown cover.

    regards lee

  174. Chris Cox- Reservations, Avis UK Says:

    Hi Lee,

    I’ve just received some updated information about travelling into the Turkish occupied part of Cyprus, there is actually a charge for doing so which is €30 (valid for 3 days), this can be organised at the office or at the check point yourself.
    I hope this helps
    Chris

  175. Chris Cox- Reservations, Avis UK Says:

    Hi Lee,

    The charge is for the additional insurance that is required in the north. To cover you for 18 days the extra insurance will vary depending upon the car size; small cars are €60, medium €70, 4X4s €90 and convertibles and MPVs €140.
    If you choose the insurance through Avis and break down in the north then the breakdown recovery service will come and collect you.
    If you choose to pay the extra insurance directly at the border yourself then you’ll need to double check whether this is included or not as Avis breakdown cover wouldn’t extend to the north if you’d paid at the border yourself.
    I hope that makes sense!

    Chris

  176. Carl Stevens Says:

    I am so ANGRY with AVIS. It has now been over FOUR WEEKS since I made my complaint to AVIS. I have had no response WHATSOEVER from AVIS apart from on this website. Despite reassurances of contact – this has NEVER happened. I did try and call AVIS but despite being ’1st in the queue’ had to hang up after 30 minutes!

    Please, Please, Please contact me so that this matter can be resolved.

  177. Rob White- Marketing, Avis UK Says:

    Hi Carl, I am very sorry that you have repeatedly had to post updates on our blog. I am not sure what what has happened here but I will follow up with the Customer Support team and seek a speedy resolution.

    Rob

  178. Carl Stevens Says:

    Thank you Rob for your assistance. However, the customer complaints team seem to be useless. A couple of days after leaving my last message I was sent a letter in the post from customer service. In the letter it states that I signed for extra’s so I must pay for them. It is clear that Avis did not CARE about my complaint. £100 is not a humungous amount of money but I refuse to pay this – I FEEL RIPPED OFF. Customer care – YEAH RIGHT!, Avis has not made any effort to call me.

  179. Rob White- Marketing Manager, Avis UK Says:

    I have an update for you on this, Carl. I will drop you an email directly.

    Rob

  180. Carl Stevens Says:

    AVIS have taken my complaint seriously now and have offered me a settlement that I am happy with. This hopefully means that I can use AVIS with confidence in the future.

    The following I would consider as positive critisim and ways that AVIS could improve upon it’s customer service:

    1. Make the hire agreements clearer. The one I had in America was not clear at all. On close inspection of it I could see that little codes were wrote with numericals next to them. (this was the extra charges) Why not write clearly exactly what each charge is and what it covers – how much per day and then total it up, and then initial for each one. This seems like a good thing to do and will improve on customer trust.

    2. Customer service in the UK is exceptionally difficult to get hold of. If this website did not exist then I would not have been able to voice my issues.

    3. Serve one customer at a time and explain everything clearly.

    Having said all that, the online booking system was brilliant, the cost of hire was excellent and the use of this website has been helpful.

    Thank you.

  181. Rob White- Marketing Manager, Avis UK Says:

    Hi Carl, thank you for all your feedback. I will deal with each point in turn.

    1. We have launched a much clearer rental agreement across Europe with a view of providing more transparency. I will feed this back to our colleagues in the US and see whether this is something they can adopt (we have a slightly different system we use across Europe).

    2. There were some resourcing issues in the UK team but I have been advised that this has been resolved. We have strict service levels our team is measured against so you are right to expect quicker turnaround times to customer complaints and I would expect this to get better going forward.

    3. Our rental agents are trained to do what we call a “contract review” whereby the rental agents go line-by-line through the charges on the rental agreement. I will feed this back to the team in the US as this clearly didn’t happen in this instance.

    Once again I apologise for the issues you experienced and the feedback you’ve provided will help us to do better. Let me know if you have any further comments.

    Rob

  182. geoff Woodcock Says:

    When I booked a car in France I suppose I should not have been surprised to find that the excess is excessive. Of course the excess can be made reasonable, but not making this clear up front strikes me as somewhat dubious. I suppose that the car hire industry is as hard up as everyone else. However the last time I suffered such a large hidden cost was 1995!

  183. Rob White- Marketing Manager, Avis UK Says:

    Hi Geoff, I am sorry if we haven’t been clear to you on your level of excess but it is not our intention to make this a hidden charge. It is communicated when making a booking on our website (www.avis.co.uk) and our call centre agents provide this information at point of booking.

    Would you be able to advise me where you booked your car hire with Avis so we look to make this information clearer?

    Rob

  184. Danny Says:

    Hi
    I’m considering using Avis to book a hire in Charlotte USA.Can you just confirm that the price quoted is the price I will pay and that in the US a spouse is added as an additional driver at no extra cost and that there is no excess charge.Sorry for asking what looks like the obvious but we all have tales of “extras” being added to bills.

  185. Rob White- Marketing, Avis UK Says:

    Hi Danny,

    No worries, I understand the concern! You are correct, the your spouse can be added as an additional driver at no extra cost (please bring proof that you both reside at the same address). Also, there is no excess for rentals in the US.

    Have a great trip!

    Rob

  186. Danny Says:

    Thanks for the answer ,however I’ve just tried 3 times to make the booking and the system won’t let me do it.It keeps telling me my basket is empty and to go and get a quote and the US site is not quoting me a price anywhere near what I was quoted.

  187. Rob White- Marketing, Avis UK Says:

    Hi Danny, would you be able to let me know what dates/times and car category it is that you are trying to book? And are you trying to book for Charlotte Airport? Also, could you confirm at what stage in the booking you get this message and whether you are signed into an online account or not?

    Sorry for all the questions! I just need this information to help get to the bottom of this. In the meantime, if your query is urgent you can try our call centre at 08445 81 81 81.

    Rob

  188. Danny Says:

    Thanks Rob.I’ve managed to solve the problem.Neither my computer nor a friends would let me make this bokking,it simply wouldn’t recognise the booking.I used a computer at my place of work and was OK so don’t know what was going on.

  189. Rob White- Marketing, Avis UK Says:

    Hi Danny. I’m glad you were able to make the booking. Out of interest, what web browser were you using and what version of it was it? (e.g. Internet Explorer 6). That might have something to do with it?

    Otherwise, let me know if there is anything more we can do to help?

    Rob

  190. Rob Says:

    Hi,

    thanks for all the helpful information on this blog, a good idea to address customer questions and concerns.

    I am due to be renting a car from Avis at LA Airport within the next couple of weeks, and i have noticed the above posts suggest that there is no excess to pay for rentals in the US.

    Could you please clarify this for me?
    Does this mean that if i have LDW and ALI (which i do) I will not have to pay anything if i have a crash or the car is stolen? Obviously i am not intending to have an accident!

    Sorry to ask, but i have checked the rental agreement and the US website, and this issue isnt clear.

    Thanks,

    Rob

  191. Chris Cox - Reservations, Avis UK Says:

    Hi Rob,

    Yes that’s correct. In the US then providing you have LDW included in the rate all bookings come with zero excess. The ALI increases the amount the insurance would pay out to third parties in the event of an accident. Both of these go a long way to making it a worry free rental!

    Chris

  192. Rob Says:

    Chris,

    Thanks for your speedy advice, much appreciated.

  193. David Says:

    I have a US visa with included CDW and am looking to rent a car in the UK for 4 days. When I go through the online process at avis.co.uk, I am not given the option to decline insurance which is a requirement for me to get coverage under my credit card. When I go through the same process on avis.com, I am given the option to decline service, however the cost of the rental is significantly more expensive (almost twice the price) and does not even give me the option to add another driver. I do not know why I would pay a premium to decline coverage. Is there a way for me to get the lower price quoted at avis.co.uk while still declining the insurance?

  194. David Says:

    I just realized that may have been a little unclear. I was referring to a US-based Visa credit card obviously and not an immigration visa….

  195. Rob White- Marketing, Avis UK Says:

    Hi David, unfortunately it is not possible to book a vehicle without Vehicle Damage and Theft Cover on avis.co.uk. However, I think it’s worth looking at the discrepancies in the pricing as, while prices can differ by market, this does seem quite high. Would you be able to email me at comments@avis.co.uk with the pick-up and rental dates, car category and rental office?

    Rob

  196. stuart walker Says:

    I hired a car through via the aa last year after my own car broke down, i then had to continue my hire Twice through Avis. Upon my expereince the cars where fantastic but the customer service afterwards was the worst i have ever experienced in my life, After nearly 12 months i am still chasing my shell airmiles, that they promised me would be Tripled as per the Offer at the time….If anyone from AVIS Management do read this, then i look forward to hearing from YOU…..BUT as your offices are only open 0900-1700 i doubt i will because i can never get you, as i work 0900-1700 and with holding on your telephones for hours at a time….I GIVE UP……

  197. Rob White- Marketing, Avis UK Says:

    Hi Stuart, I apologise that you have experienced some problems in trying to contact us. Would you be able to email me your rental agreement number to comments@avis.co.uk and I’ll chase this up for you? I’ll also feedback your concerns to the team because we do have service levels that the team are tasked with achieving and clearly this hasn’t been met in this instance.

    Rob

  198. Geoff Woodcock Says:

    It gets worse. We checked our credit card receipts yesterday and although the office finaly said we were not going to be charged and showed my wife that the charge was zero it seems that they still managed to add 90Euros it to the credit card anyway.
    Now we will have to have a further conversation after the weekend.

  199. Rob White- Marketing, Avis UK Says:

    Hi Geoff, I am sorry to read about your frustrations. Would you be able to email your rental agreement number to comments@avis.co.uk and I’ll follow this up with the Customer Service team for you.

    Rob

  200. Peter Lindstrom Says:

    In regard to the insurance excess deposit payable at point of rental. Please advise whether the excess amount is merely “reserved” on a credit card (not appearing on online statements) or actually debited (appearing as a transaction on online statement) and refunded when vehicle returned without damage.

  201. Peter Lindstrom Says:

    Would you also advise whether the credit card i use for pre-pay rental needs to be the same card I present at avis desk. I would like to use a different card for the excess authorisation if possible.

  202. Chris Cox - Reservations, Avis UK Says:

    Hi Peter,

    We are double checking the answer to your first question. In the meantime, the answer to your second question:
    If the pick up is in the UK then the card used to prepay for the reservation must be shown at the office on the day. If you wished you could then use a different card on the day for the extras etc. If the pick up is outside of the UK then whichever card you present on the day will be used for the extras.
    I hope that makes sense.

    Chris

  203. Rob White- Marketing, Avis UK Says:

    Hi Peter, I see that Chris has answered your second question. In response to your first one, can you please confirm where you are planning to rent? Most locations simply hold for the following: the price of the rental that you booked at (unless it is prepaid), any extras you add at the rental counter and fuel and not the excess. Incidentally, anything that is “held” on your card will appear on your online statement.

    Rob

  204. Tim James Says:

    I have recently finished a very successful rental of 15 days starting and finishing at London Heathrow. The car was tidy, fun to drive and didn’t put a foot wrong. Unfortunately I picked up a stone chip in the windscreen during my travels and when I dropped the car off was charged 103 GBP for its repair. Now I feel ripped off – the chip was tiny, superficial, unlikely to spread, nowhere near the eyeline of the driver and certainly not something that an MOT would be failed on. I am sure that a private car owner 99 times out of 100 would not bother to have a chip of that nature repaired, yet I was charged what I consider a ridiculous amount for it. How can you justify such a charge? I believe 43 GBP of it was an administration charge. Have I not already paid for you to administer the service of hiring cars in my rental fee?

  205. Rob White- Marketing, Avis UK Says:

    Hi Tim, would you be able to email your rental agreement number in to comments@avis.co.uk and we’ll take a look at this for you?

    Rob

  206. Rich_Rudling Says:

    Tim

    Had a very similar story with Avis Edinburgh last year. Barely noticeable, very small graze on side of 1 tyre, which one of our party actually recalled seeing on collection of the vehicle, but which I would never have ever considered significant even if I had noticed it. On return staff insisted on REPLACING the tyre + that horrendous admin fee, of course. I complained and there answer is – tough, you signed the contract. The admin fee is mentioned somewhere deep in the small print but no mention of how much it is so they can charge you however much they want. Best ask up front in future and make sure it is in writing on the contract. This is a perfect example of a hidden charge, not stated clearly in the rental agreement anywhere, and which is over and above the damage payment/excess.

  207. Rob White- Marketing, Avis UK Says:

    @ Tim, Rich – re: admin charge…

    Thank you for the feedback on this and we acknowledge your feedback on this. We have a team dedicated to looking at our damage policies and processes at the moment and this is part of it. I have forwarded your feedback on to the team.

    Rob

  208. David Walker Says:

    Not hired a car for many years.
    Booked through an online travel agent.
    Arrived Italy late night,queued for ages while people before us argued with desk lady. We were surcharged E130+ for extra insurance. Lady at desk definitely said E1000 excess, implied more than one excess might apply and for minimal damage.We were late for rendezvous, we accepted.
    Tried to look up terms/excess for Italy on website: no joy. UK excess seems to be £600: I would have been happy to take the risk at that.
    I feel stung: why was this not explained when we booked? The otherwise reasonable cost of car hire was virtually doubled.
    Others may operate similar systems but it certainly makes me want to take my business elsewhere.

    David Walker

  209. michael sindall Says:

    We pre-booked a car through e-bookers, to hire a car with avis, when we arrived at Toulouse airport.We arrived at the avis desk with one member of staff on and 3 people already in the que!remember it takes about 20 minutes until you finally get your keys(so not very impressed with that).There was a woman that kept going behind the desk then going into a back room, then coming back and dissapearing!!
    Anyway finally coming to the front of the que,we went through all the relevant details, inc.excess£1000,”blimey that’s steep”i thought but hire cars usually are so i hope we dont have a prang!I signed for the car and left to pick up the keys.NEVER did the lady mention excess waiver 104 euros,cos i would have declined it!!But Unbeknown to me i had signed to waiver the excess at 104 euros(The form i signed, was in FRENCH, and me being an non-French speaking Englishman,well i had signed for it!!I was never given the option wether i wanted to waiver it or not,the lady never mentioned it too me.I found out when i returned home to find an invoice from avis for 104 euros!!NOT VERY HAPPY when i called avis to find out why and i was greeted with CRAP customer service when i contested it.”you signed for it”i was told over and over.
    I called my credit card company to see if i could contest the transaction,i can after 30 days,so i am.Maybe i wont get my hard earned money back,BUT im going to make a HELL of a noise doing so.
    I’m probably not the first or the last that this has happened, BUT I CAN SAY THAT I WILL NEVER YOU AVIS RENTAL CARS AGAIN OR PROMOTE THE NAME.
    I own my own restaurant,so if i ripped a customer off i would loose them,which is what avis has done with me.

  210. michael sindall Says:

    I forgot to mention that we were upgraded for free from a zafira to a bigger peugot 8 seater so that redeems avis a bit.
    BUT when we got to our hire car, it was covered in little dents,on the piece of paper you get with the picture of the car on,there was supposidley not a scratch on the car!!!!I went back to the office to ask the lady to come and look”it’s fine”she said!(i got done in Italy for not checking the car before i took it out, so that was not going to happen here!!)
    I made the lady come and look at the car(she was NOT happy at all about doing this)Maybe customer relations training for your staff would not go amiss!!!!Anyway she signed the paper to say it was covered in dents Or that was something else we would have had to pay for!!!!
    I would encourage future customers to leave NO stone unturned when hiring a car,there are some nasty suprises to be found!!!

  211. Vicki Wilson - Marketing, Avis UK Says:

    Hi Michael.

    I apologise that you have been left disappointed with our service. It is Avis policy for the rental agent to do what we call a “contract review” whereby the rental agent will explain, item by item on the rental agreement, the breakdown of your price. This is where the excess waiver charge should’ve been highlighted. Most of locations in Europe also print out the rental agreement in English. I’m not sure why this was not done in this instance but I will investigate to find out. Finally, our commitment is to We Try Harder and generally our staff will bend over backwards for our customers. I’m not sure what happened here but I will feed this back to the team in Toulouse.

    Once again I apologise that we did not match your expectations. We are equally frustrated as our policies and training should’ve meant that you had a very different experience than the one you had. It would be great if you could email me your rental agreement number to comments@avis.co.uk so we can investigate what happened a bit further.

    If you have any other comments please let me know.

    Vicki

  212. Sean Says:

    I’m trying to check exactly what insurance cover is included in a booking I’ve already made and unfortunately I’m not finding it very easy to be 100% sure for the details on your site and my booking confirmation. I’ve booked a car to/from Chicago Midway Airport in October. Your FAQ says that Theft Protection is usually included in the price, although the confirmation of my booking doesn’t specify this specifically – or is that what’s referred to under ‘All Mandatory Charges’? What else is included under Mandatory Charges for this booking in the USA, there’s no result for this in FAQ? Are there any other optional extra insurance items that are available? The booking confirmation doesn’t include details of the Excess, although as I was making the booking your site indicated that the Excess is $0 – for obvious reasons I’d like this in writing with my booking confirmation. And one last question, I still have a UK paper licence, which should be acceptable for car hire in the USA, I’m just a little concerned that the booking confirmation specifies two parts required for UK licences – can you confirm that your USA rental office will accept the old one-part paper UK licence, please. Thank you.

  213. Chris Cox - Reservations, Avis UK Says:

    Hi Sean,

    Could you please send me your reservation details so that I can look at what exactly is included in your booking.

    Re the licence there will be no problem renting with just the old style paper one.

  214. Geoff Robinson Says:

    I intend booking a car for use in Newfoundland. First reaction is that it is surprising that the cost (for 19 days rental) is around £165 dearer by paying at the time of booking than paying at the time of the collection (or return?) of the vehicle. As far as I can tell, from the ‘small print’, the differnece in cost relates to the inclusion of additional liabilty insurance in the pre-paid price. Is this a correct assessment. Am I also correct in my understanding, from reading previous questions on this blog, that this additional insurance is enhancement of third party cover?
    Thanks in anticipation,
    Geoff

  215. Chris Cox - Reservations, Avis UK Says:

    Hi Geoff,

    Can you email me the details of the reservation (pick up office, dates, times, type of car etc) and where you have seen the prices e.g. avis.com or avis.co.uk etc then I’ll have a look and get back to you.
    ALI or additional liability insurance is indeed an extension of third party cover and raises the threshold payable in the event of a claim.

    Thanks
    Chris

  216. doug Says:

    What amount of third party liability is included in your normal rental rates for UK and for Spain? I usually book on the Canadian website. Does the booking site affect the 3rd party coverage amount?

  217. Chris Cox - Reservations, Avis UK Says:

    Hi Doug,

    In both the UK and Spain third party liability is unlimited. This cover is always included irrespective of the booking source.
    I hope that helps
    Chris

  218. doug Says:

    Chris,
    Just to clarify if a third party sued for say 10 million or an even higher amount that would be covered by Avis.

  219. andrew pritchard Says:

    I wished to book a car for Antigua in January. I already have an external insurance policy which covers excesses under CDW and Theft.

    I was concerned that the booking screen showed that there was no insurance at all for theft.

    Information from web booking screen
    —————————————————————————————-
    Excess information
    Below you will see the excess level that applies to your booking:

    Pay Later bookings

    Vehicle Damage Cover Excess – $2,000.00

    Vehicle Theft Cover Excess – Full Liability (up to the full value of the car)

    If you wish to reduce the excess you can purchase additional cover when you pickup your car

    And so I checked further -

    Information from ‘whats included in your quote’ http://wetryharder.co.uk/?p=94
    ———————————————————————————————————————–
    When you make a booking in the UK our quote includes:
    • The cost of the actual vehicle, including unlimited mileage (in some countries this may be capped)
    • Vehicle licence fee
    • Any City or airport surcharge (an additional charge at premium locations where the rent is higher)
    • VAT (or other applicable taxes if you’re renting outside the UK)
    • Vehicle Damage Cover (excess applies)
    • Vehicle Theft Cover (excess applies)

    As there was a discrepancy between the two sections of information ( ie is there any Theft insurance or not ?) I just rang Customer Service who advised that there is no Vehicle Damage and no Theft included and insurance would have to be paid on arrival. Believed to be $20 a day.

    So now I have three different possibilities ?
    Please explain clearly what will be included if I book thru the Web – and what I will be expected to pay on arrival – as mandatory insurance and or as optional.
    Please also review and explain the inconsistency of information provided

    Andrew Pritchard

  220. Chris Cox - Reservations, Avis UK Says:

    Hi Doug,

    It certainly does mean that you are fully covered, although now I wonder what are you planning to do? :)
    I hope that puts your mind at rest.

    Chris

  221. doug Says:

    Thanks Chris,
    Not to worry, in 57 years of driving I have had only one incident and that was caused by the other vehicle. However these days people sue at the drop of a hat.

  222. Gordon Raeburn Says:

    Hi
    I’m in the process of booking an Avis car for next summer to be collected and dropped off at Verona Airport.
    The website has given me the price and most of the details I require, but states that I’m still liable for the following excesses:
    Vehicle Damage Cover Excess – 850.00 EUR
    Vehicle Theft Cover Excess – 1,700.00 EUR

    And also states that:
    If you wish to reduce the excess you can purchase additional cover when you pickup your car.

    How much will it cost me to remove all of that excess?

    Regards
    Gordon

  223. Mark Grego Says:

    I recently rented a car from your branch at Verona Airport. I have been lefted disgusted by your company’s complete lack of customer care. On the first day of our rental, one of the car’s door handles came off in my wife’s hand. I was amazed when were charged £75 for repairs! I called your customer services dept who, after 5 weeks of ‘investigation’ gave a baffling reply. My subsequent email of 21st October 2009 remains unanswered, despite your promise to reply within 22 days.
    I will be interseted to see if this post is ‘moderated’

  224. Chris Cox - Reservations, Avis UK Says:

    Hi Doug,
    :) No problem at all, I know exactly what you mean.

    Chris

  225. Chris Cox - Reservations, Avis UK Says:

    Hi Gordon,

    The excess reduction package in Italy for a mid sized car is €26.70 per day. This will eliminate both excess amounts completely. Per week there is a 6 day charge e.g. 7 day rental = 6 X €26.70 = €160.20

    Regards
    Chris

  226. Gordon Raeburn Says:

    Thanks Chris, that is very helpful.
    Cheers
    Gordon

  227. private car services Says:

    your site is very nice, very useful for me , i bookmarked your blog

  228. Mike Duncan Says:

    can you explain legal liability insurance and to what level i am covered when a rent a car-i am from Canada–

  229. Chris Cox - Reservations, Avis UK Says:

    Hi Mike,

    If you rent in Canada you are covered up to 200,000CAD per claim for public liability and property damage. This amount does however vary in Quebec and Nova Scotia.
    I hope that helps

    Chris

  230. leon robertson Says:

    Hi, I have booked a car for wednesday in France. is it possible to pay extra insurance so that you dont have to use a credit card for deposit ? or if this is not possible, what is the minimum deposit ?

    many thanks

  231. Chris Cox - Reservations, Avis UK Says:

    Hi Leon,

    Please accept our apologies that due to the Christmas holidays you didn’t receive an answer to this before you left the UK.
    You can purchase extra insurance to reduce the excess on the vehicle but will still need to present a credit card when you collect the car. The deposit will normally be the cost of fuel and then any extras that you choose to take.
    Chris

  232. Paul Says:

    Hi,

    Looking to rent a medium compact car from Barcelona airport this summer for 14 days and would like to know how much your excess reduction charge is please as it does not appear to be detailed on your website, also does it cover all excess charges i.e glass, tyres, etc as this is nor clear on your web site or many of your competitors to be frank

    Thanks in advance

  233. charles delahay Says:

    I recently hired a car from you through air miles I booked it ten days in advance from Gatwick, I was disappointed that I had to wait almost 20min while they looked for a car for me (not good)and the next day the service light came on. When I booked my car I was given the impression that every thing was paid only to find that I had to pay another 54 pounds to cover the insurance excess of 800 pound for a VW unbelievable,were one does not mind paying for a thing like this one does get the felling that this is money making,17.50 per day for something that one does use has got to be very nice for Avis, if I do not have an accident then why do I have to pay, I understand that you have to pay for the insurance on your cars but you only pay the excess when there is an accident so why do I pay what ever the situation. This was the first time I have used Avis and disappointed at the service from a international company

  234. Chris Cox - Reservations, Avis UK Says:

    Hi Paul,

    Excess reduction in Spain a medium car is €21.96 for per day which will be €307.44 for the 2 weeks. This will reduce your excess down to €38. I’m afraid that windscreen, tyres and undercarriage are not covered by this insurance.
    Chris

  235. JENNY Says:

    We was looking to hire a car from Faro Airport.
    As we did last February. But we are a bit confused as to why !!!! we have to pay an extra insurance for an excessively (1100 euro’s)high Excess, when you are already covered by CDW and THEFT with the hire car.
    Surely if you are as transparent as you say. You could inform customers how much this excess would be before collecting the car. No surprises then.
    So how much is the extra insurance from Faro airport ? to cover the excess.
    I look forward to your comments.

  236. Geoff Says:

    We waited over an hour and then the car had so much damage it was impossible to know if it was all detailed. The fact that we were given a car with 2 bald tyres was really the last straw, clearly there is no pre-hire inspection done by Avis

    We had been given Sat Nav free, but were charged and it took almost a month to resolve despite it being shown on our paperwork. Apparently the booking process is completely separate from the hire managment.

    The excess was about 15 euros a day or it was last summer and thatt brings the price pretty much in line with every other company.

    So Jenny why not start again and see what the others offer?

  237. Sandra - Reservations, Avis UK Says:

    Hi Jenny,

    It is a normal procedure that you have an excess on an Avis car in most of the countries and the cost of this should be stated on your quotation.
    You are covered for Damage and Theft (CDW an TP) with an excess and you always get the choice to reduce this excess when collecting your car.

    In Portugal the costs to reduce your excess on one of our smaller size cars would be 12.33€ +vat per day. This reduces the excess to 81.67€

    I hope this helps, but if you have any other questions please let me know.

    Sandra

  238. Vicki Wilson - Marketing, Avis UK Says:

    Hi Charles,

    Thanks for your feedback.

    If you email me at comments@avis.co.uk with the details of your rental, including your rental agreement number, I will look into this and get back to you.

    Vicki

  239. d anderson Says:

    On booking through AVIS BA for France only a sterling price is given on the website form. The confirmation gives the Euro and Sterling price. I had always understood the Sterling price to be fixed. A recent booking from Toulouse Airport was more than expected – partly due to being charged for the free additional driver and partly due (I assume) to exchange rate variation. I asked for a refund and received a very prompt response and refund for the additional driver. I emailed back on the remaining small difference but making clear I was just clarifying and that the amount was so small it did not matter. A further prompt response gave a details of how Avis exchange rate policy works and offered me a voucher. The voucher offer is kind but not what I was after. A further email from me seeking clarity has not been answered. Is the sterling price on these bookings fixed please?

  240. Vicki Wilson - Marketing, Avis UK Says:

    Hi Geoff,

    I am sorry to hear of your frustrations and upset.

    If you send me and email to comments@avis.co.uk with your rental agreement number and details on I will take a look into this for you and follow it up with our customer services team.

    Vicki

  241. Charlotte - Reservations, Avis UK Says:

    In regards to your online query relating to your reservation in France, when booking through a UK Channell whether it be over the interent or on the telephone, the pound rate will always be confirmed.

    If you are charged at the local station in the local currency then we can not confirm the currency conversion.

    I do hope this assists you.

  242. d anderson Says:

    I am sorry but this is hopeless. I have made a reservation in the UK. There are two options – pay now or pay later. The sterling price for each option is given. I rent frequently on his basis as an Avis Preferred customer and this is the first time it has been suggested that I will be charged a different price from that at which I booked. I have had no response to my email query and now a response that takes me no further. Could you please anwer my question which is – if I make a booking at one price why am I charged a different price post rental?

  243. Vicki Wilson - Marketing, Avis UK Says:

    Hi D Anderson,

    Thank your for your comment.

    If you email me the details of your rental and the rental agreement number to comments@avis.co.uk, I will look into this for you and get back to you with the answer.

    If you have any other questions please let me know.

    Vicki

  244. John S Says:

    I am renting a car in Reno, NV USA in March and again in Chicago in April. After reading through much of the comments above, I understand that all the insurance is included in my quote (LDW and ALI which are shown in the quote as included). Also, I understand there is no excess in the event of an accident (based on comments above by Avis dated May 26, 2009). I would appreciate if you could confirm this.
    Thank you.

  245. Ali - Partnerships, Avis Europe Says:

    Hi D Anderson

    Thank you for your blog post dated 8th February 2010 and apologies that you feel your query has not been sufficiently dealt with by our Customer Services Team.

    Your question regarding pre-pay rental rates and whether they are guaranteed from point if purchase is a slightly complex one. The rental element of the rate is invariably guaranteed at the sterling rate quoted, but certain other elements of the total rate, eg airport fees, licence vehicle fees etc, may be subject to currency fluctuations as they are loaded in the currency of rental, not in the currency of quotation.

    If you could possibly give us the Rental Agreement number for the rental you have experienced this with, we can give you a much more precise answer.

    Ali

  246. Steve Says:

    Hi

    I’m renting a car with you guys from Turin airport for 1 week. My girlfriend has a credit card so she has booked on as main driver. Can i be added on as an additional diver and what will i need to supply at the AVIS desk?

  247. Chris Cox - Reservations, Avis UK Says:

    Hi Steve,

    You can be added on as an additional driver at the extra charge of €34.98 for the week. You will just need to present your driving licence, both parts if it is a new UK licence, and sign the contract.

    I hope that helps

    Chris

  248. Richard Rand Says:

    I’ve reserved one car in the UK and one car in France from your US site, and I have a few questions. In both cases the rate includes CDW and Theft protection. Can you tell me in each case if the CDW includes Loss of Use charges? If so, are such charges subject to the excess?
    I believe the excess is 650 pounds in the UK, but what is it in France?

    Next, if I were to decline the CDW and use my VISA card’s coverage instead, and if there were an incident resulting in Avis charging me for a loss of use, does Avis in the UK and France provide fleet utilization logs to substantiate the charge? If not, how does Avis in the UK and France substantiate loss of use charges? If they are not substantiated then they could be arbitrary.

    Finally, it seems I can purchase liability insurance, but the ‘help’ only talks about “additional liability insurance”. Does that mean a basic liability insurance is already included in the rate? If so, what is the coverage? Is this different in the UK and France?

    Thank you.

  249. Georgie Says:

    I am looking to hire a car with you in May and again in August this year in Mallorca but find the options on insurance cover very confusing. In basic terms what is covered as part of my rental cost and what is not? What additional charges would I incur to ensure I am adequately covered bearing in mind the vehicle will be parked in public car parks over night on some days. I don’t want to commit to a rental and then find when I arrive on holiday I am stung with a large additional insurance charge.

    Thank you.

  250. Michael O'Donnell- Avis Reservations, UK Says:

    Hello Georgie,

    There will be an excess on any car hired, the excess and the cost to reduce varies and it will depend on the size of car you want to hire. If you tell me the size of car you would like to rent I will gladly give you a clear indication of the cost involved.

    Michael

  251. michael campbell Says:

    I am looking to hire a ford focus or similar from dublin airport for 6 days and would like to know if possible what extra it would cost me on top of the quoted price to reduce the excess and also what happens with tolls as i now understand they are not collected at toll gates anymore thank you.

  252. Michael O'Donnell- Reservations, UK Says:

    Hi Michael,

    Excess reduction for a Ford Focus size of car is EUR15 per day, payable at the Avis desk.

    There is much information online regarding the tolls, however you can purchase a toll pass online. I found this quite useful: http://www.eflow.ie/about/index.htm

    Also if you do not pay the toll beforehand you can pay by telephone before 8pm the next day.
    LoCall: 1890 50 10 50 Monday to Sunday 7AM to 11PM, a Standard Toll Request will be issued.

  253. John Staite Says:

    Does super cover protect against window damage as a result of theft?
    What is the cost of super cover in Malaga Spain on a Clio size car? Does super cover eliminate the excess?

  254. Michael O'Donnell- Reservations, UK Says:

    Hi John,

    In Malaga super cover for a Clio size car will cost €18.49 per day and it will reduce the excess to €36.75(plus tax). This will also cover any damage to the window damage as a result of theft,

    I hope this helps,
    Michael

  255. Graham Pye Says:

    Like almost everyone else on this blog, I came here looking for the price of excess reduction in another country. It ought to be pretty obvious that you need to publish this information on the web site somewhere in the form of a table listing the price for each level of car in each country. Since you’ve been saying since sometime in 2007 that your web team are working on adding this to the booking process and it hasn’t appeared yet!!! Meanwhile, can you tell me the local costs to add an extra driver, waive the insurance excesses and/or the cost of whatever Premier Cover is called in Germany for a Ford Focus size car.

    Thanks, Graham

    PS I do a bit of web programming – have you got any vacancies :-)

  256. Brian Holden Says:

    Hi…Planning a trip to Scotland 11 Sept – 26 Sept 2010 and want to rent a vehicle for the 15 days. Pick up and drop off at the Int. Airport in Edinburgh. I’m all set up and ready to push ‘checkout’ but….what will I be expected to pay in excess reduction per day for a medium size compact? (example of this range automatic transmission Peugeot 308)

  257. Michael O'Donnell- Reservations, UK Says:

    Hello Brian,

    The excess on this type of vehicle is £800, you can reduce it down to £100 by paying £15.50 per day. You can do this at the branch when you pick up the vehicle,

    Regards,

    Michael

  258. Joy Kay Says:

    I have been given a good quote for hire of a Hyundai Getz at Sydney Airport for one week in January 2011 (and understand that it could change due to exchange rate fluctuation). However, I am really not happy at all with the incredible AUD 2,650 excess for collision damage waiver and excess for damage/theft REGARDLESS of who is to blame!!! This is the highest one I’ve come across, and I can’t believe that Australia is full of thieves and joyriders all breathlessly waiting to target hire cars…
    Anyway, please let me know what is charged for lower excess amounts.
    The driver has no claims in over forty years of driving, so maybe it’s not necessary, but just in case.

  259. Michael O'Donnell- Reservations, UK Says:

    Hello Graham,

    The cost of Premium cover in Germany(includes CDW+TP) is €13.44 per day and this will reduce your excess to €100. An additional driver can be added at a cost of €17.00 inc. tax per day (maximum 7days charged)

    In regards to adding the insurance on the website, I have passed your query on to our marketing department and hopefully they will comment on here soon.

    Regards

    Michael

  260. Michael O'Donnell- Reservations, UK Says:

    Hello Joy,

    You can reduce this excess. If you pay £19.05 per day this will reduce the excess down to £173.16. This insurance includes CDW(Collision Damage Waiver), PEP(Personal Effects Protection) and ALI(Additional Liability Insurance)

    I hope this helps

    Michael

  261. Emma Says:

    Heads up for people pre paying and collecting cars in Florida using Avis Preferred. If you go directly to the garage – which of course is the point of Avis Preferred not to have to queue up, Avis are not assigning your pre-paid voucher to your car hire and thus when you return the car your credit card is being charged. Effectively you have paid twice. Avis (in Florida) will not refund the charge and you will have to wait until you get back to the UK to get it refunded – which dependent upon who you talk to at Avis UK can take a couple of days or weeks. I have car hire booked with Avis for a three week stretch starting in 10 days. I have emailed Avis to find out how this could possibly be happening and to get some assurance but unfortunately it seems the best I can hope for is a response time in excess of 15 days. Seriously considering cancelling my car hire, paying the £25 fee to avoid that feeling of dread on return of the car! Come on Avis get it together!

  262. Vicki Wilson - Marketing, Avis UK Says:

    Hi Emma,

    Thanks for your comment.

    I am sorry to hear of your upset with Avis. Please can you email me at comments@avis.co.uk with your rental agreement number and details of your rental so I can look into this for you.

    If you have any other questions or any more feedback please let me know.

    Thanks
    Vicki

  263. Stuart Says:

    I have recently had a hire car from you, and during the duration of the hire It had to have 2 tyres. It only had something like 4MM of tread on it when I hired it and when they were replaced they were at something like 1.9MM. I had had this car for something like 6 weeks before these were changed. To my surprise I had a letter from a 3rd party telling me I need to pay for the tyres.I was not told about having to pay for them or atleast part of, when I advised you breakdown dept. As far as im aware this is wear and tare. I could understand if they had to be replaced due to damaged sidewalls or something but it was not, This should have been advised at the time of notification.

  264. Vicki Wilson - Marketing, Avis UK Says:

    Hi Stuart,

    Thank you for your feedback and comments.

    Please can you send me your rental agreement number in an email to comments@avis.co.uk, plus any other details of your rental and what happened. I will look into this and will follow it up with our damage team and someone with get back to you.

    Also, if you have any other questions please let me know.

    Vicki

  265. Confused Says:

    We hired a car in Shreveport last November and took out LDW and ALI. We had a small car accident nd was told everything would be ok as we had the right insurance. We have now received civil court papers and Avis are not being helpful at all – perhaps someone could contact me -

  266. Vicki Wilson - Marketing, Avis UK Says:

    Hi Confused,

    Thank you for your comment.

    If you would email me with your rental agreement number, the details of your rental and the details of the civil court papers that you have received, I will look into this for you. The email address you can get me on is comments@avis.co.uk.

    If you have any other questions please let me know in your email.

    Thanks
    Vicki

  267. Bernard Hex Says:

    I am dissapointed that I cannot find the cost of the excess waiver insurance before I get to the airport. I rented a car this year from Bordeaux airport which was prepaid from the UK. The extra amount for reducing the excess was quite a large proportion of the total charge. I am trying to book a car for next year but there seems to be no way of finding out the excess removal cost in advance. Why not ?. The girl at the desk worked it out in about 10 seconds flat so it was obviously a standard rate known in advance. Why can’t you let me know up front instead of hiding this cost in a pile of mumbo jumbo?

  268. Sara Bergamo, Marketing UK Says:

    Hi Bernard,

    first of all I’m sorry about the fact you weren’t able to find the information you needed on the website. The reason why our colleague at the branch was able to access the information so quickly is that she had access to a dedicated system. Unfortunately at the moment this is not connected to our website however, we are aware that this is an issue for some of our customers and I can assure you that we are working on it.

    In the meantime before the end of the year we’ll be trialling a number of options to make information about excess reduction available on the website and through the booking process.

    For rentals in the UK you can already find all information about additional cover and excess reduction at this link http://www.avis.co.uk/ProductsServices/Additional-Products/Additional-Cover and we are working on creating similar guides for rentals in other countries.

    Hope this helps but please let us know if you need any assistance.
    thanks
    Sara

  269. Paul FIsher Says:

    Ref: Confirmation Number: [Rental Agreement Number]

    I would be grateful if you could ask one of your staff to look into the reservation above and the discrepancy between the quoted figure of £371.51 and the eventual figure charged on my credit card – £643.95. A discrepancy of £270.

    While I did order pre-paid petrol (I still returned the tank half full) and one extra driver was added to the insurance at what we were told was an extra 40 Euros, no additional insurance was requested and this huge discrepancy makes the original quote completely meaningless and completely misrepresents I should be pay.

    While understanding that you have a caveat of “Additional surcharges (some of which are mandatory) may apply to this booking” and “some modifications may change this rate”, can this really justify an extra charge of £270? At best clearly your systems need to be upgraded to better predict quotes. At worst, you are hooking in customers with quotes that have no bearing on the eventual cost.

    I raised this issue with the customer services desk two weeks ago who agreed that there must have been a mistake with my eventual bill but I am still waiting to hear back and still waiting for my reimbursement.

  270. Vicki Wilson - Marketing, Avis UK Says:

    Hi Paul,

    Your comment is being looked into by our customer service team.

    If you would like to contact the team please email them at customer.service@avis.co.uk or call them on 0844 544 6666.

    Vicki

  271. Chris Says:

    Hello,

    I’d like to know how much I will have to pay per day for reducing the insurance excess to 0 at Girona Airport in June. It didn’t give that option online. Not sure why AVIS does not do that. I am now tempted to book at one of the fully inclusive competitors.

  272. Bryony Says:

    hi there,

    I’m thinking of hiring a car from you in Sicily this year, but I can’t find the daily cost of the premium cover package (reducing the excess)for on your website and don’t want to book a car without knowing the full cost we are going to have to pay. Could you please tell me what the daily charge for premium cover is in Italy for a small car?

    Thanks for your help

    Bryony

  273. mike karim Says:

    Hi i was wondering if i haven’t got a credit card n would like to rent a car, but i have a visa debt cards does that mean my debt cards would act as deposit or would i have to pay 250 deposit as well many thanks

  274. desiree Says:

    Hello Mike,

    When renting with Avis a credit card is required in order to leave a deposit as we are unable to take security deposits from Debit Cards. If you have a Debit Card, some offices in the UK allow youto leave a £250 deposit.

    Desiree – Reservations UK

  275. Carl Says:

    Having just returned from a trip to Australia, I was surprised to see just how much I have overpaid on the excess waiver! we used AVIS solely for our trip with a hire car taken for a total of 12 days. The standard hire includes an excess of £2,000 after conversion. We chose to reduce this to £200 with a £22 daily fee……. total = £266.00

    A quick google search back home provided car hire cover for £2.99 per day (£49.99 annual) with an excess of zero payable in the event of a claim.. How can AVIS so grossly overcharge??

  276. John Sneddon Says:

    Just wondering how long it should take for a receipt to be sent following a rental? I hired a vehicle from Nottingham (Arndale Centre) from 11 to 15 May, Rental Number 578295034. The vehicle was returned more than 30 minutes early with a full tank of petrol, yet Avis has charged my credit card with an additional £48. I e-mailed Customer Services on 28 May and was advised that they would be in touch “very soon”. Unfortunately I am still waiting, and the £48 is now due to be paid to my credit card company. When I returned the vehicle, it was checked and everything was confirmed as OK. I was informed that a receipt would follow within 2 days. This is all rather concerning, and I hope I have not been charged for someone else’s rental. Please can someone let me know the position? Many thanks.

  277. John Sneddon Says:

    An update to the above post!I received a response this afternoon from Pablo Budano, who very politely informed me that because I had returned my vehicle to a different location, a charge of £40 + VAT had been applied. But I didn’t! If you look at the Avis car hire locations for Nottingham UK, you will see that three (Train Station, Bus Station and City Centre) have their addresses as the Arndale Centre, Maid Marian Way. I travelled to Nottingham by train, so naturally selected the Train Station option when booking. A couple of weeks later I received an e-mail from Avis advising me that the collection point would be the Arndale Centre, rather than the Train Station, but less than 5 minutes’ walk. So, because my rental contract stated “Nottingham Train Station, The Arndale Centre”, rather than “City Centre, The Arndale Centre”, I have been charged £48. This is scandalous. In effect I have been charged for returning my vehicle to the Arndale Centre, rather than the Arndale Centre! I have explained all of this in an e-mail to Pablo, but I probably need some additional help from the Avis wizards who monitor this blog in order to receive reimbursement. Anyone booking a car from Nottingham Train Station beware! This could happen to you!

  278. LWilkinson Says:

    Hi John – thanks for your feedback; we’re sorry you had a frustrating experience during your recent rental. We have investigated this and it would appear the issue was caused by an error in the system and then in turn not spotted by a new member of staff in training who closed the rental, which resulted in you being incorrectly charged a one way fee.

    You should now have received a refund for this error. Please accept our apologies for any inconvenience caused.

    Best regards, Lucy

  279. Steve Larrad Says:

    hi, hope you can clarify a few things for me.we have booked via flybe and will be picking up a group “A” car from Malaga airport for 14 days from 9th aug 12. can you confirm i will not be paying an airport surcharge? i know it says here that it’s included in the booking, but the spanish condiciones is not clear.
    secondly can you can you confirm the super cdw/tp will be 8 euros/day + tax, and that this is instead of the std cdw/tp not in addition to it.

    many thanks

  280. Kev Says:

    First time i’ve rented a car and I was not told or asked about the ‘super cover’ in Italy on pick up. All the documentation was provided in Italian.

    Since then someone has damaged my hire car and driven off. They have scratched the paint work a little on the bumper

    Will I have to pay the full excess of £650?
    Or would I pay the cost of repair of lower?

    Also I am outraged that I was not offered the ‘super cover’ as it had not been explained to me at collection. I would have definately taken up the cover had it been offered!

    From what I’m reading on here it would seem I would be the first not to hear about the ‘super cover’

  281. Sabrina, Marketing Says:

    Hi Kev-
    Sorry to hear about this. You should have seen about Super Cover when booking online and the team in Italy shuold also have mentioned that it was available.

    If you would you like to send us your reservation details (directly to comments@avis.co.uk) we would be happy to send this to our customer service team who can investigate this for you.

    Sabrina

  282. Nadine, Reservations Says:

    Hi Steve,

    Since your reservation was booked on the Holiday Special rate, then I can confirm that your reservation already includes the airport surcharge. Standard CDW/TP is automatically included in your rate. If you wish to purchase Super Cover, this will be at an additional cost of €10 plus tax upon arrival.

    Nadine

  283. Roger Jones Says:

    I have booked a 12 day car rental with Avis for part of my holiday in Australia later this year.I have been wading through the LDW waiver conditions and I cannot be sure that the extra $22 per day will cover for any damage caused to windscreen, tyres, undercarriage or roof. Are these areas covered by the excess LDW waiver?

  284. Sabrina, Marketing Says:

    Hey Roger-
    Thanks for your comment.
    We’ve approached our colleagues in Australia about this and the LDW covers damage excluding:
    - overhead damage
    - underbody damage
    - water damage
    - damage to a tyre or accessory that is not attributable to normal wear and tear

    To cover yourself for the above damage you can take out ‘Excess Reduction’ when you arrive to collect your car.

    I hope that helps – have a fantastic trip!
    Sabrina

  285. gianina Says:

    Hi,

    I’ve rented a car in Italy and the guy in the pickup location didn’t tell me that i can add aditional option to reduce the CDW. I found out about this athis after i had a little incident and i asked some questions into an office of avis in another city.

    I found the car with a dent after visting a village. I parked into a payed and protected parking area. I asked for help from the guards of the parking place and they said that it is common to have this type of incident and their parking place has an insurrance company that will cover this. They also gave me a phone number of the inssurance company to pass it to avis guy in the drop location along with the ticket received for paying the parking tax.

    My question is: is this sufficient fir helping me to avoid paying extra money when the car is returned? If not what is the amount to pay?

    Thanks

  286. Sabrina, Marketing Says:

    Hi Gianina-
    Thanks for your comment. Sorry you’ve had a frustrating experience.

    Could you please email us your reservation details to comments@avis.co.uk and we will ask our customer service team to look into this for you.

    Thanks
    Sabrina

  287. Richard Croll Says:

    Hi,
    I have a query almost identical to the above query 212 dated Sept 5th 2009. I have made a reservation for a Californaian rental using your UK rental website. The specific insurance details are not available on your website.
    My rental details state the following; “All Mandatory Charges, Loss Damage Waiver (LDW), Additional Liability Insurance”
    What does this cover? Can you please advise what excess, damage by 3rd parties, theft or accidental damage.

  288. Claire Says:

    Hello Richard, in USA when your rental includes LDW & ALI; LDW (lost damage waiver)comes with zero excess and ALI – additional liability insurance which covers you up to 1 million dollars.

  289. Kenny Says:

    Rented a car from Birmingham airport, Upgraded from a class K to class N (BMW 5 Series).

    I never had a problem with Avis before unti this time!! had the car for a week, took it back on Oct 2nd, they held £437 deposit on my debit card!! (upgrade and fuel charge and 1 day extra as i picked up the car one hour early)

    I am still waiting for this £437 to show on my available balance a it does not come back onto your statement as its ‘on hold’

    Called both the customer service centre and Birmingham airport, been given loads of conflicting informations, guy at Birmingham said it should take 5-10 days to go back onto card and it should have already gone back, told me to call customer services.

    I have also called customer service 5 times already!! one person saying 10 days minimum to go back on card, another saying 10-12 days and this morning the lady said 14 days?!?!?

    I am fed up about this and I need the £437 back into my account as its a lot of money. everyone I spoke to keep saying will be in by tomorrow but It never went back into my account and still waiting, I feel lost and that no one can help or trace where the money is and give me a definate answer as to when I will get the deposit back.

    Sick and tired of waiting…….

  290. Claire Says:

    Hello Kenny, sorry you’ve had so many conflicting messages. Can you give your booking ref and I’ll find out when you should be getting it back.

  291. alan Says:

    I was miss-sold insurance at SFO by Avis. They described Loss Damage Waiver for which I agreed however what I was sold was Additional Liability Insurance. Does the miss-selling of insurance apply to Avis? I will certainly never use them again and I am now wiser to the dodgy practices employed by the counter staff when you get off a 10 hour flight! Will be recommending to colleagues and my 70k employee organisation that we ditch Avis.

  292. limousine in Houston Says:

    The information you shared in the post about the cars is very nice and useful to me. I am glad I visited here and gathered a huge resource. I will definitely look forward to it.

  293. David Baker Says:

    I prebooked a car rental for my holiday in Florida with the quote including LDW and ALI. However on picking up the car at the airport they were going to charge me an extra $498.

    When I asked what this was for all I kept getting told was that your not fully covered and that I only had the basic insurance. Even on asking the man at the service desk to explain what the LDW and ALI was for I was still not given an explanation only the repeated phrase of ‘but your not fully covered’

    After about five minutes of constant ‘but your not fully covered’ did he come back with ‘well as you have had a long day I will give you a discount’ and dropped it to $199.

    At this point I had lost the will to live having just been travelling for 15 hours and relented. (Just to mention that this additional premium didn’t have anything to do with bringing the car back with an empty tank or additional equipment just pure and basic insurance cover)

    Now I expected a degree of ‘additional selling’ when picking up the car but to the extent I was subjected to and the unwillingness to accept that I did not want any extra cover was totally unacceptable.

    Just to point out as well that at no time was the additional sum verbally expressed to me and it was all ‘right that’s your car hire on the screen in front of you, if you just want to sign’. I was not advised that I going to be charged anything extra until I noticed on the screen and if I had not I would have come home to a credit card bill of $500.

    I am now 3 days into my holiday and I’m having to worry about finding an Avis rental office to see if i can get this unasked for and unrequired ‘additional’ insurance removed.

    Not a very happy customer!!!!

  294. Claire Says:

    Hello David,
    I’m really sorry you’ve had a bad experience and I hope it doesn’t spoil your holiday too much. Could you please give me your rental number?

  295. Claire Says:

    Hello Alan,
    I am very sorry you are unhappy with your experience with Avis. Could you give me your reservation reference and so we can investigate your complaint please?

  296. Claire Says:

    Thanks for your rental number David, I’ve passed this on to somebody to investigate- you should hear from them soon.

  297. Alex Harkness Says:

    Hi
    I’m interested in renting from Malpensa Airport.Could you give me an up to date cost of
    “premium cover package/Supercover”
    would be for 28 days and does it have the same extras as the UK package?
    Yours
    Alex Harkness

  298. Jordan Says:

    Hello Alex,
    Here are the prices (in euros plus tax):
    A:19.25
    B/C:19.70
    D/E/I/J/N:20.00
    F/G:21.00
    L/H/M/K/P/O:23.00
    PER WEEK MAXIMUM CHARGE 6 DAYS, PER MONTH MAXIMUM CHARGE 15 DAYS

    Hope this helps
    Jordan

  299. ron ursell Says:

    I am hiring a car from Perugia in Italy during the month of August.Can you let me know what their basic insurance covers so that I can make sure my own independent “excess ins” covers all my needs.
    Thank You

  300. The Avis Blog Team Says:

    Hi Ron,

    For a full explanation can we recommend that you contact our call centre on 0844 581 0147?

    Regards,
    The Avis Blog Team

  301. Phil Says:

    Hi,

    Seeking clarification here! Picking up a vehicle from Lyon airport in 2 weeks time and will be paying in advance for rental charges. Should I expect any amount other than a fuel deposit to be ‘held’ on my card? Some people say I should expect 1000 EUR to be held on my card but from what I can tell from this, I shouldnt expect that.

    Thanks

    Phil

  302. Daniel, Avis Social Says:

    Hi Phil,

    Please send your reservation number to socialmedia@avis.co.uk
    Will confirm with the location for you.

    Anything else, don’t hesitate to ask.
    Many Thanks,

    Dan
    Avis Social Media

  303. jon Says:

    Hi,

    I too am after some clarification, im due to pick up a car rental from genoa airport next month for 3 days. Its been pre paid as a package through british airways, im a little concerned about the amount of hold that will be placed on my credit card as it some info has suggested it could be very high. Any help please??

  304. Daniel, Avis Social Says:

    Hi Jon,

    As you booked through British Airways, you’ll have to speak with them directly as your contract is through them.

    Many Thanks,

    Dan
    Avis Social Media

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