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Customer advice regarding the Coronavirus Customer advice regarding the Coronavirus
At this time when the world is recovering and starting to reopen, we wanted to let you know that we are vigilantly implementing enhanced protocols to ensure your safety, as well as flexibility of your rental bookings. Car rental can provide a private travel solution, a safer alternative to some other transport modes where the customer can control their own environment.
The safety of our customers and staff is of paramount importance to us and we are closely monitoring the news, information, advice and guidance from the World Health Organisation and local authorities regarding the spread of the Coronavirus. Our focus is to ensure we meet customer needs while doing our part to keep you and our employees safe.
Melbourne and Victoria Update
Can I rent a vehicle in Melbourne?
Due to the Victorian Government Level 4 lockdown, from 11.59pm 5 August 2020, Avis is only permitted to offer rentals to support essential businesses as per the Permitted Worker Scheme.
Am i permitted to rent a vehicle in Melbourne?
Please refer to the list of permitted workers here.
Will I be asked to provide proof that I am a permitted worker?
Yes, you may be asked to present your signed Permitted Worker Permit and/or work identification or documentation.
If I’m moving house, can I still hire a vehicle in Melbourne?
Yes, the Victorian Government has confirmed that you are able to hire a vehicle for moving purposes.
Can I rent a vehicle elsewhere in Victoria?
Yes, in areas outside of Melbourne, that are not on Level 4 lockdown, you are permitted to rent a vehicle if you adhere to the Victorian Government Stage 3 Lockdown Rules.
Do I need to wear a mask in Victoria?
Yes, you are required to wear a mask when collecting or returning a vehicle.
Can I travel from Victoria to New South Wales?
The NSW-Victoria border closed at midnight Tuesday 6th July. Interstate rentals are not allowed during border lockdowns. Any new reservation should be made having reflected the right understanding of what is allowed at the time.
CAN I RESERVE A VEHICLE WITH FLEXIBILITY TO CHANGE OR CANCEL?
To travel with complete flexibility, select the Pay at Counter option. This option offers free modifications or cancellations at any time.
When selecting the Pay Now option, you receive a saving for paying in advance. Until 14 December 2020, we are offering free cancellation on Pay Now Rentals when you cancel at least 24 hours in advance of rental collection.
WHAT STEPS ARE AVIS TAKING TO ENSURE MY COLLECTION AND DROP OFF IS SAFE AND MY VEHICLE IS SANITISED?
The Avis Safety Pledge is our relentless commitment to keep every one of our customers and employees safe.
We have enhanced our cleaning protocols, including utilising disinfectant that protects our customers and employees against pathogens. All vehicles are cleaned before every rental, paying special attention to high touch point surfaces such as the steering wheel, indicators, dashboard, hand grips, in-car entertainment controls, cup holders, keys, centre consoles, and all door handles, both inside and out.
The safety pledge allows customers to pick up and drop off vehicles with minimal contact. The contactless experience can be further enhanced by using the Avis App, especially for Avis Preferred customers, the free to join loyalty scheme. Avis Preferred customers can benefit from a fast track service, and at selected locations bypass the rental desk completely with straight to vehicle access.
Find out more about the Avis Safety Pledge including the safety and vehicle protocols here.
WHAT SHOULD I DO IF I HAVE ALREADY MADE A BOOKING, BUT IT’S IMPACTED BY THE CORONAVIRUS?
For increased flexibility on all bookings, you can change or cancel, without fees, any reservations in Australia for rentals due to start before 14 December.
For Pay Now bookings which start before this time, there will not be any penalties for changes made up to 24 hours before the start of your rental.
To make any changes, please contact our reservations team firstname.lastname@example.org or call 136 333.
AM I NOW ABLE TO TRAVEL WITHIN MY STATE IN AUSTRALIA?
States and Territories have applied their own restrictions to intrastate travel, including closing their state borders.
Prior to making a booking, we advise all customers to keep updated on the latest States and Territories developments here.
WHAT ABOUT AUSTRALIAN INTERSTATE RENTALS WHERE STATE BORDERS HAVE CLOSED?
If you a residing in a particular city and are returning a vehicle to the city/state you reside in, you will be asked at the border to show proof that you reside in that city.
One way rentals are not allowed interstate during the duration of border lockdowns. Any new reservation should be made having reflected the right understanding of what could be allowed at the time of reservation.
ARE YOUR LOCATION HOURS CHANGING OR CLOSING? HOW WILL CUSTOMERS KNOW WHERE TO GO?
We strive to keep the majority of our locations open and fully operational. However, due to various travel and government restrictions, some of our locations may have reduced hours or be temporarily closed.
If that occurs, and you have an upcoming rental, you will be contacted by a member of our local team, who will advise on the nearby substitute location for you to pick up or drop off your rental vehicle.
The following Avis Australia locations are closed until further notice:
Updated: 7 August 2020