Following on from our post on this topic last year, Avis now have close to 500 locations, spanning 10 different countries across Europe, offering the 3 Minute Promise speed of service guarantee. A list of our top European locations can now be found on our website.

The Avis 3 Minute Promise is quite simple – if you are an Avis Preferred member with an up to date profile, a reservation and renting at a participating Avis location, we guarantee to have your car keys in your hand within 3 minutes. Why not test us by taking a stopwatch or time ticket next time? This allows us to measure the time it takes to get you on your way.

And if we don’t deliver, we’ll send you a voucher to be spent on the high street! The type of voucher depends on where you live. For example all UK residents, regardless of whether you rent here or in Europe, would receive a £20 John Lewis voucher.

We know offering customers a speedy and 1st class service is important. The 3 Minute Promise doesn’t mean you’ll lose human contact with us all together. It just means we are challenging ourselves to meet your expectations. And if we don’t, you get some extra spending money!

To find out more or to sign up for free to become an Avis Preferred member, visit our website.

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17 Responses to “Where can you find the Avis Preferred 3 Minute Promise?”

  1. Phil Huff Says:

    ‘Plus over 300 additional locations’

    I don’t suppose there’s a definitive list is there?

    I need to pick up a car from Poitiers train station and drop it of in La Rochelle fairly soon, but I’ll be pushed for time – there’s a slight risk I might not make it to the rental location before they close – so having the 3 minute promise would be advantageous.

    Incidentally, whilst there’s no Select series available there, is there any way of requesting a specific car within a class? I’ll probably go for a Laguna-a-like, but I do fancy hurtling around the French countryside in a Twingo, but I don’t want to get a 207/Clio/etc. instead. Any advice?

  2. Stephen Spiers Says:

    Hi Phil,

    At the moment, our marketing team are putting together a list which we hope to publish on the website in the future. However, I can confirm that the 3 minute promise is available at Poitiers train station.

    Unfortunately, Avis France do not offer a “Select Series” type service. One suggestion is to contact the reservations centre on 08445 818181. Whilst we cannot guarantee a make and model of car, they can take a note of your preference to inform the station on your booking.

  3. Aleks Says:

    hi all,
    we launched 3 min promise in Poland, and it w o r k s. need a car very quickly? no one but Avis has such fast service. you are more than welcome to try it out in Poland.

  4. Stephen Spiers - Avis Customer Support Says:

    Hi Aleks,

    Thanks for posting and great to hear from our Polish colleagues. I hope that some of our readers take the opportunity to try the service in Poland and let us know how it went.

    Regards,

    Stephen

  5. Vicky Blake Says:

    After using (a competitor) for a number of years we changed to Avis this year because the prices are better.

    I was looking forward to trying out the 3 minute promise, so was really disappointed to see that not only does it not apply to Pisa airport, but Italy isn’t included at all!

  6. Stephen Spiers - Avis UK Customer Support Says:

    Hi Vicky,

    I hope you don’t mind but I have changed your comment slightly as we do not publish the names of other car hire companies on this blog.

    At the moment, the 3 minute promise is not available in Italy but I have been reliably informed that it will be implemented at certain locations in Italy later this year. I haven’t been told which locations so keep an eye out here or on our website for details.

    Stephen

  7. Ganiyu Gasper Says:

    I used AVIS’s Manchester Piccadilly train station branch for the first time today and I have to tell you I was not impressed.

    It was a simple matter of collecting the car.

    Firstly,

    I waited 22 minutes from my arrival at front desk to be served whilst the most patronizing service agent I have ever come across spent most of his time answering the phone serving other people. There was one couple being served by another agent and me.

    I couldn’t help think I was not a priority.

    Second,

    In a patronizing tone I was informed that my driving license was not a license even though it had driving license written across the centre in bold black letters.

    Third,

    The agent was presumptuous falsely assured that I did not book a medium sized vehicle due to the price I paid so I was promptly informed that I could have a Nissan Note.
    He seemed to disregard the fact that I upgraded my booking to a Renault Megan or similar medium sized family car via telephone for an additional fee.

    Finally,

    At this point I just wanted to leave and would have settled for a partial refund or a ford escort but before being given a suitable vehicle and told how lucky I was to not have to pay for it even though i did.
    I was told more than once to sign the damage form without inspecting the car first. This in it’s self does not make sense but when you are spoken to like a child one starts to loose patience.

    Is this how Avis usually treats it’s customers? With a lack of respect and value for custom?

    Due to the brand name I thought I would be getting a respectable service but alas I simply came away stressed and uncertain I would use AVIS again.

  8. Rob White- Marketing, Avis UK Says:

    Hi Ganiyu, I am very sorry that you did not receive the service you expect from us. We consider our staff to be one of our biggest assets so it is disappointing to read that you feel you have been let down in this respect. Would you be able to email in your rental agreement number and will take a look into this? I’ll also send this feedback to our Service Excellence team and the manager at this location.

    Rob

  9. Ganiyu Gasper Says:

    Thanks Rob.

    Because i did not hear from you via phone or email i have just sent an email to customer service.

    I note that i have been charged an additional £17.05,

    I do not understand why?

    The car was left with no damage and the petrol tank was filled at a petrol station approx 2 miles away.

    Could you explain the charge please and why I should use Avis again?

    Thank you.

  10. Rob White- Marketing, Avis UK Says:

    Hi Ganiyu, I apologise… I asked you to email your rental agreement number to me but neglected to provide you with the email address! If you can send it to comments@avis.co.uk then I’ll escalate this with the customer service team and we’ll come back with an explanation to you directly.

    Rob

  11. Phil Says:

    When is Preferred not Preferred? When you book with an AVIS partner! I booked a rental from LHR in June via the BA website. Due to a 6am arrival I checked twice with customer service before flying to confirm preferred status and fast pickup – confirmed. Arrived … not only no record of me as preferred but the prepaid sum had not been allocated either. To avoid my having to pay twice it took the staff about 35 minutes to fix, with the promise that all would be well. It was another 35 minutes upon returning the car because the charges were still not sorted out. I asked about the STG20 for not meeting the 3 minute deadline and was then told that booking via BA cancels the prefered status. Has anyone else had this problem?

  12. Rob White- Marketing, Avis UK Says:

    Hi Phil, I’m not sure why you were advised this as Avis Preferred members are eligible for the service regardless of whether they book via BA or not. Would you be able to email me your rental agreement number to comments@avis.co.uk and we’ll take a look at this for you.

    Rob

  13. Stefan Paetow Says:

    Interesting that you would list Edinburgh Airport as one of the locations with the 3 Minute Promise. There is NOTHING displayed anywhere in their new rental center telling customers about the 3 Minute Promise, and at the time of my first rental there (on August 1) I waited for the better part of 10 minutes for service.

    Granted, there were a few people in front of me, some were only trying to drop keys off (and there’s no mention of a key drop inside – there is one in the cabin outside), but still… I waited. Only when one of the gents spotted the tell-tale Preferred card in my hand did he excuse himself from other customers and sorted me out (in 2 minutes, very impressive).

    So, I’ll be looking at timing EDI staff again this weekend and report back what I find. But that’ll still be one John Lewis voucher for me, thank you.

  14. Rob White- Marketing, Avis UK Says:

    Interesting feedback Stefan and again I apologise for the frustrations caused. I’ll follow this up with the team in Edinburgh.

    Rob

  15. Declan McCluskey Says:

    I found the AVIS blog from a mailshot and was just going through some of the comments on Preferred and ‘We try Harder’. I’m a preferred customer but when I changed company, and hence e-mail address I contacted AVIS by phone to try to change my details and retrieve my forgotten password (my fault I know), only to find the phone lines are only really for bookings – they had no idea who to put me in touch with.

    So I e-mailed them – three times – as on each occasion I wanted to book a car. Each time I get an auto response saying someone will be in touch within 5 days – e-mail guys, people expect quick response – but then on all three occasions have heard absolutely nothing! So they can’t even meet a 5 day response….never mind 3 minutes!

    I have used the select series on several occasions and found it great, but as AVIS seems to have a strange attitude towards ‘preferred’ customers, they have now driven me to try [a competitor] and [a competitor] – who have proved to offer a great service as well. I’ve now had 3 cars from [competitor] – which could have been yours!

    Come on AVIS, stop trying to be clever with ‘blogs’ and just deal with basic customer service if you want to keep people loyal. I will use your 3 minute promise again, when you can contact me regarding my preferred account so I can actually book with you.

    I am posting this message here to see if this gets a quicker response – or whether this will be a one way blog like the one way customer service e-mail address.

  16. Rob White- Marketing, Avis UK Says:

    Hi Declan, firstly I cannot apologise enough for the limited responses you’ve received so far. Hopefully I can help get this resolved for you.

    I’ve put in a request to retrieve your password with our IT Service Desk. In the meantime, I can see if I can get your Avis Preferred account details updated for you if you like? Would you be able to email the requested changes to comments@avis.co.uk and I’ll make sure that someone takes a look at this for you.

    With regards to your feedback about response times in general, I have passed this on to the Customer Service team to investigate.

    Once again I apologise for the frustrations you have experienced so far and please feel free to let me know if you have any further comments.

    Rob

  17. Ian Says:

    I decided to sign up for your Avis Preferred scheme. I entered all my details including my drivers licence and credit card and was told an account number would be emailed to me.

    I did not get an email, despite waiting and checking my spam box etc.

    So I signed up again, or tried to, but was told my credit card was already linked to an account!

    I emailed customer services and got a fairly generic email back – not good. So I called Avis and chose option 5 ‘problems setting up a preferred account’ – this is not free call and I was holding for 20 minutes plus. When I did get through a lady who I considered to be rude simply said she could not help and I must email ‘database support’ – I am not sure how I can do this (obviously I can email them, but I am not prepared to put my credit card number into an email.

    Eventually I pursuaded her to pass me to a supervisor, but this lady coul not help me either, and also said I woyuld have to emai my details in!

    Avis clearly hold my details somewhere and I need to know where as it is sensitive information.

    Please could someone help me.

    Many thanks.

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