Avis preffered

General

1. What is Avis Preferred?
    o Avis Preferred is the loyalty programme of Avis. It is designed to reward and recognize our most loyal customers.

2. How do I join Avis Preferred?
    o To join Avis Preferred, you can visit us at the following locations;

  •         www.avis.co.uk
  •         www.avis.de
  •         www.avis.fr
  •         www.avis.es
  •         www.avisautonoleggio.it
  •         www.avis.ch
  •         www.avis.be
  •         www.avis.com.pt
  •         www.avis.nl
  •         www.avis.at
  •         www.avis.cz

     o Once you have provided us with all the relevant information we will enrol you into Avis Preferred and you will receive an email confirmation with your Avis Preferred Customer Number.
     o You must provide an email address to qualify for the full benefits of the programme.

3. What if I do not have an email address?
    o If you do not have an email address you can request for a paper based application form for Avis Preferred to be sent.
    o You will not receive any e-vouchers nor be eligible to reach the higher tiers of the programme.

4. Why do I need to provide a valid credit card to join Avis Preferred?
   o Part of Avis Preferred is a service offering exclusive benefits enabling you to rent your car in the quickest and easiest way possible - no queues and no forms. We need your credit card to ensure this benefit occurs.

5. Can I have two or more Avis Preferred Accounts?
    o No, you are only eligible to have one Avis Preferred Membership.
    o If you have more than one account, please contact us to merge the accounts.

6. Can I access my Avis Preferred account online?
    o Yes, please visit www.avis.co.uk

7. How can I manage my Avis Preferred account?
    o You can manage your account online once you have registered.
   o To update your details, for example to change your credit card details, simply click here https://www.avis.co.uk/secure/APWizardRegister.aspx and follow the instructions.

8. How can I contact Avis Preferred?
    o You can contact us via our website, email or telephone.
    o Website: www.avis.co.uk
    o Email: This email address is being protected from spambots. You need JavaScript enabled to view it. .
    o Telephone: 08445 81 01 63

9. How can I request my password?
    o You can change your password by visiting our website: www.avis.co.uk

10. How many levels does Avis Preferred have?
    o There are three tiers within Avis Preferred;

  •  Avis Preferred
  •  Avis Preferred First
  •  Avis Preferred First Plus

11. I don’t know my Customer Number?
     o Please contact our Avis Preferred Line on 08445 81 01 63 or send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. .

12. What are the benefits of Avis Preferred?
      o All Members will have the following
           • Pre-prepared paperwork
           • Priority Avis Preferred counters
           • No signature required, just show your driving licence
           • Cars parked in the most convenient spaces
           • Our 3 Minute Promise at over 500 locations worldwide - get your keys in under 3 minutes or we’ll give you a reward to say sorry (£20/€30 voucher or 2000 Avios/ Miles & More Miles)
           • Frequent Traveler Points of your favorite Airline or Hotel programme

You’ll also get priority status in the following ways:
• Priority customer service
• Dedicated call centre reservation line
• Access your details online [a member will need to create an online account]

Instant Rewards

• Rent just twice, using your Customer Number, in a year and we’ll send you a free upgrade and money off (£10/€10) voucher for your next rental.

• Rent once more (so just 3 times before your tier status ends) and the rewards get bigger and better, with a FREE weekend (Friday-Monday) rental to help you make the most of your leisure time!

Avis Preferred First

Once you have spent a minimum of €1000 across a minimum of five rentals in one membership year you will qualify for Avis Preferred First. This entitled you to;

• Single upgrade subject to
   o no upgrade to Luxury, Prestige Cars or Van
   o no upgrade for rentals more than 14 days
• Free additional driver
• Highest priority in car availability over and above most other customers.
• Frequent Traveler Points of your favorite Airline or Hotel programme

Avis Preferred First Plus
Once you have spent a minimum €2,000 across a minimum of 10 rentals, in addition to Avis Preferred First benefits this entitles you to;
• Guaranteed upgrade at airport & railway stations in Europe. At Downtown locations upon availability - if not upgraded you are entitled to a free GPS or Child seat.
• Double car upgrades on weekends (subject to availability)
• Guaranteed car (if reservation made 48 hours in advance)
• Free of charge Avis Preferred Line
• Frequent Traveler Points of your favorite Airline or Hotel programme
  Benefits for all tiers are available in Austria, Belgium, Czech Republic, France (excl. Corsica), Germany, Great Britain, Italy (excl. Sardinia), Luxembourg, the Netherlands, Portugal, Spain and Switzerland.

13. What can I do online?
      o Once you have signed in your will be able to;

  •  Update your profile and contact details
  •  Book rentals online
  •  Search and view your rental history
  •  Find out more about your tier and benefits
  •  View latest offers
  •  View the Terms & Conditions of Avis Preferred
  •  View latest news
  •  Contact us with any questions you may have
  •  View our Frequently Asked Questions section

14. Why are the thresholds in Euros only?
     o Euros is the chosen currency for the programme
     o When renting in a country with a different currency your spend value will be calculated and shown in Euros
     o When billed in with a different currency your spend value will be calculated and shown in Euros

15. What exchange rate will be used when converting foreign currency into Euros?
     o The current exchange rate at the time will be used, as determined by Avis.

16. What do I do if my card is lost or stolen?
     o If you have lost your card, or it may be stolen, please contact us and we will issue a replacement card.
     o Please contact Avis Preferred dedicated line on 08445 81 01 63 or send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. .

17. When do I get my Avis Preferred Card?
      o You will receive a paper card when you enroll into Avis Preferred.
      o A plastic card will be sent to you after your 2nd rental, this will be your permanent card unless;
 i) When you are upgraded to Avis Preferred First
 ii) If your name changes
     • You can change all other information by visiting your online account
iii) If you maintain the Avis Preferred First or Avis Preferred First Plus status the following year, a renewal card will be sent

18. Will I be sent a renewal card if my old one expires?
      o If you are Avis Preferred

  •  Standard Avis Preferred cards do not have expiry dates printed on them.
  •  They will remain active as long as you rent at least every 3 years

      o If you have an Avis Preferred Charge Card

  •  Will have the Corporate Account expiry date printed on the front of the card.

         o If you are Avis Preferred First or Avis Preferred First Plus

  • The loyalty tier expiry dates are printed on the back of the card.
  • You will be sent a new card 1 month before your existing card is due to expire.

19. What if I have a complaint about your service?
     o Our Customer Services team will be happy to help you resolve any complaint you might have. To log your complaint all you have to do is sign into your online account to and select ‘Contact us’. Your complaint will be forwarded directly to our Customer Services team.
      o To speak to someone in our Customer Services team please dial: 08445 81 01 63
      o Alternatively you can write at the following address:
Customer Services
Avis Rent a Car Ltd
Avis House
Park Road
Bracknell
Berkshire
RG12 2EW
United Kingdom


Earning Rewards & Status

1. How do I make sure my rentals are recognized?
o Whenever you book a rental, please ensure you quote your Avis Preferred Customer Number. This will ensure you rental is recognized and will count towards you moving to the next higher tier.

2. How do I move from one level to another?
o The frequency of your rentals and the amount you spend BOTH contribute to you qualifying to the next higher tier.
o You must spend €1,000 AND 5 rentals to qualify for Avis Preferred First
o You must spend €2,000 AND 10 rentals to qualify for Avis Preferred First Plus

3. All rentals will qualify toward reaching higher tiers with the exception of;
o Airport Transfers and Chauffeur Drive rentals
o Promotional rentals (i.e. competition prize winners, reward weekend vouchers used)
o Complimentary Cars
o Avis Staff / Family rentals
o Insurance / Leasing rentals
o Budget Rent A Car rentals
o Net rates rentals
o Rentals via Brokers
o Any Corporate customer where their company has decided not to participate

4. How long is my status valid for?
    o As an Avis Preferred member, your membership will always remain active, as long as your rent at least every 3 years.
    o If you are an Avis Preferred First or Avis Preferred First Plus member, then your membership is active for the remainder of your current membership year, plus 12 months.
    i. For example, if you become an Avis Preferred member on 1st March 2012, and then qualify to become an Avis Preferred First member on 1st October 2012, then you’ll remain an Avis Preferred First         member for 18 months i.e. from 1st October 2012 until 1st March 2014

5. How do I retain Avis Preferred First or Avis Preferred First Plus status?
    o To retain Avis Preferred First you must spent a minimum of €1,000 across a minimum of five rentals in your membership year to retain your status.
    o To retain your Avis Preferred First Plus status you need to spend a minimum of €2,000 across a minimum of 10 rentals in your membership year to retain your status.

6. What happens if I don’t retain my status?
    o If you do not retain your status you will be downgraded to the next lower tier.
    o You will only ever be downgraded by one tier at a time.

7. Do I have to achieve both rental frequency and minimum spend to qualify for the next tier?
    o Yes. You must achieve both spend and frequency to qualify/retain your status.

8. Can I earn rewards for the Avis Preferred programme through another programme (e.g. with airlines or a hotel)?
    o No, you can only earn rental / spend credits by renting with Avis.

9. Are there any benefits with my Avis Preferred Status on other companies; i.e. Hotels & Airlines
    o No, your Avis Preferred Status and Rewards are only recognized with Avis.

10. I didn’t get an upgrade as expected. Why?
     o Upgrades for First are subject to availability which means we will try to do our best to make it happen but sometimes fleet is tight and we can only deliver the car you reserved.
    o If you are Avis Preferred First Plus we guaranteed you an upgrade at airport & railway locations. If you didn’t get your upgrade you should have received at least compensation. Please contact our Customer Service and explain them the situation if that wasn’t the case so we can ensure we can deliver you our exceptional service next time.
     o If you are Avis Preferred First Plus and rented at a downtown location the Upgrade is subject to availability which means we will try to do our best to make it happen but sometimes fleet is tight and we  can only deliver the car you reserved.

11. The station didn’t offer me a free GPS, Child seat or home delivery as promised.
     o This is sad to hear. To ensure we can deliver you exceptional service next time again please contact our Customer Service and explain them the situation

12. How can I request my free home delivery?
     o Please call the station to make sure you receive your free home delivery and arrange the times.

13. Why does the additional driver charge always appear on my reservation even though it’s free of charge for me?
      o We are aware of this bug and know that this is not very customer friendly. Our IT is working on ensuring that this is being reflected.



Claiming Missing Rentals

1. How can I claim my missing rentals?
    o Your rentals should be automatically added to your account provided your Avis Preferred Customer Number was quoted with each rental
    o If a rental doesn’t appear you can either;
    o Visit www.avis.co.uk and sign into your account. Click on the ‘Retro-claim’ page where you can register a rental and this will be added to your rental / spend credit.
    o Alternatively you can write at the following address:

Customer Services
Avis Rent a Car Ltd
Avis House
Park Road
Bracknell
Berkshire
RG12 2EW

o United Kingdom
o You must provide a copy of the Rental Agreement or Invoice
o Please always make sure you quote your Avis Preferred Customer Number.
o You can claim missing rentals made up to 6 months of the date that the transaction took place

2. Can I claim for a rental before I have joined Avis Preferred
    o You may only claim for rentals made in the 30 days before your date of joining Avis Preferred.

3. How do I ensure they are credited to my Avis Preferred account
    o Please make sure you quote your Avis Preferred Customer Number when you make a rental.



Rewards

1. When will I receive my vouchers?
    o When you’ve made your 2nd rental, you will receive a full membership card plus your 2 vouchers in the post.
    o All other vouchers after that will be sent via email and will be e-vouchers
    o These vouchers will be sent to the email address in your Avis Preferred account

2. Are free weekend rentals available at all Avis locations?
    o All vouchers can be redeemed worldwide with the exception of the free weekend voucher.
   o The free weekend voucher can be used in our main European countries – Great Britain, Germany, Italy (excl. Sardinia), Spain, France (excl. Corsica), Switzerland, Austria, Czech Republic, Belgium, Luxembourg, Portugal and the Netherlands
    o The Agent will let you know once you make the booking.

3. Why am I not able to redeem my weekend voucher worldwide like the other vouchers?
   o The Avis Loyalty Programme is currently only available in Europe therefore the benefits of the programme are limited to these countries as well. We are nevertheless working of extending it into other markets and will then be able to extend the availability of the services & benefits.

4. How do I redeem my vouchers?
    o You can use the link below if you wish to redeem a voucher or contact our Call Centre (see numbers below).
    o They will ensure when you pick up your car the voucher is processed.
    o Free weekend vouchers and Money off Vouchers can only be redeemed on Pay On Return reservations
    o Please remember to always take the voucher with you to the rental location. If it’s an e-voucher, please print out and take with you.

Avis Preferred/Avis Preferred First members: 08445 81 01 63

Avis Preferred First Plus/President`s Club/Chairman’s Club members:
you find the number on the back of your card
Insert Link to Benefits Page

5. Can I cancel a reservation once I have tried to use my free weekend rental?
   o Yes. Vouchers are processed at the desk when you pick up your car. Standard rental procedures apply when cancelling a reservation. Normally you can cancel up to 24 hours prior to pick up at no charges.
    o In this case you would be able to use the free weekend voucher again

6. Can I change my free weekend rental dates?
    o Yes. Standard rental procedures apply. In general you can modify your reservation details before the rental, including the length of the rental.

7. What happens if I forgot to bring my voucher with me?
    o The station needs to have the voucher before you return the car otherwise we have to charge the rental. Please understand that otherwise anybody could pretend to have a voucher.

8. Can I transfer my vouchers and benefits to somebody else?
    o No. Avis Preferred is an individual membership programme, therefore all benefits and subsequent benefits can only be used by that member.

9. Do I have to pay taxes for my free weekend rental?
    o No. It is inclusive of local taxes

10. Do I need to present my credit card for the free weekend rental?
     o Yes. All reservations require a credit card.

11. Why do I need to provide a valid credit card for a free weekend rental?
     o Standard rental terms and conditions apply when redeeming a voucher. Part of Avis Preferred is a service offering exclusive benefits enabling you to rent your car in the quickest and easiest way possible  no queues and no forms. We need your credit card to ensure this benefit occurs.

12. Is my credit card information secure?
     o The online reservation service is located on a secure server that guarantees the safety of a transaction. The system uses SSL (Secure Socket Layer) encrypting technology.
SSL works by encrypting all communications between your computer and our server so the information cannot be intercepted.