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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.
Am I able to rent a vehicle now NZ has moved to Alert Level 2?
The New Zealand government has announced a move to Alert Level 2 which commences at 11.59pm on Wednesday 13th May, 2020.
Under Alert Level 2, we welcome back all travellers as there are now no restrictions around user categories or regional boundaries. We will continue to closely follow the government’s guidelines and only promote safe travel.
For more information on safe travel, please visit the government website here.
Some provincial airports are still closed meaning we may be unable to serve from our normal counters. In these situations, we will normally provide keys and paperwork from the depot’s service centre, typically stationed in/near an airport carpark or just across the road.
- Please provide your mobile phone number when you book so that we can assist you with directions if you have trouble finding us, or, if we need to advise you of a different collection point due to unforeseen disruptions.
- We’re practicing social distancing at all our locations; we ask that all travellers join our employees by keeping to a minimum of 2m apart at all times.
- Rental agreements will be emailed rather than provided in hardcopy.
During your journey, do try and minimise the number of places you stop on the way to your final destination and consciously keep record of where you have been, and when.
Lastly, when travelling please refrain from attending any events which do not fall inside the requirements for acceptable gatherings at Alert Level 2. Information on acceptable gatherings can also be found on the same link as provided above.
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 31 August 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, who can benefit from a fast track service.
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 New Zealand and Australia for rentals due to start before 31st August.
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 email@example.com or call 0800 655 111.
Updated: 29 May 2020