KB FAQs

Why am I seeing toll charges if I purchased Unlimited e-Toll?

Unlimited e-Toll covers eligible tolls during your rental. If you’re seeing additional toll charges, they may be for tolls that aren’t covered by the program. If you believe you were charged incorrectly, please contact us so we can review the charges with you.

Why am I being charged for a toll I already paid to the toll authority?

You may see a toll charge on your rental if the toll authority reported the toll before your payment was processed.

If you already paid the toll with cash or a personal transponder, please send a copy of your receipt or toll statement to custserv@avis.com so we can review the charge.

How can I get a receipt for the tolls Avis billed me?

You can access your toll receipt by signing in to your Avis account. If your receipt isn’t available there, check the email associated with your rental or look for a toll statement by mail.

If you still can’t find your receipt, I can connect you with an agent for help..

I received an email or letter with a link to pay a toll. Is it legitimate?

Yes. If you incurred toll charges during your rental, you may receive an email or a letter with instructions to pay them online. Our authorized payment site is payavisbudgetgroup.com.

Can I transfer a toll charge to my personal toll account?

Unfortunately, no. Once a toll has been billed to Avis, it can’t be transferred to a personal toll account or transponder.

What’s the difference between Avis and Budget at this location?

Avis and Budget may operate from the same location, but they are separate rental brands. Rates, offers, loyalty benefits and services may vary by brand. Your reservation will reflect the specific brand you booked with and the benefits that apply to your rental.

Will a transportation strike affect my reservation?

A transportation strike or other travel disruption won’t automatically cancel your reservation. If you’re unable to pick up your vehicle as planned, please contact us as soon as possible. We can help review your options, which may include modifying or canceling your reservation or, for prepaid reservations, determining whether you’re eligible for a refund.

Can I add a reservation booked under my spouse’s name to my account?

Unfortunately, no. A reservation can only be added to the account of the renter named on the reservation. If you’ll be renting the vehicle instead, the reservation will need to be canceled and rebooked in your name.

When will my loyalty points be posted?

If your rental qualifies to earn points, they should be posted to your account within 3–5 days. If it’s been more than 5 days, we can connect you with an agent for help.

How do I update the driver’s license information on my reservation?

You can update your driver’s license information in your profile on Avis.com or in the Avis app. Any changes you make to your profile will automatically apply to your existing reservations.

How do I update the credit card information in my profile?

You can update your credit card information in your profile on Avis.com or in the Avis app. Any changes you make to your profile will automatically apply to your existing reservations.

How do I update the driver’s license information on my reservation?

Context: Determine if the customer is inquiring about Avis Precheck, updating their profile or Avis First Reservation. This article advises how to update license information on a reservation with a profile.

You can update your driver’s license information in your profile on Avis.com or in the Avis app. Any changes you make to your profile will automatically apply to your existing reservations.

What is EZ Fuel?

EZFuel® and Fuel Service Charge Driving under 75 miles? With our newest refueling service, customers who drive fewer than 75 miles pay a low flat fee for fuel and then return the car without stopping at the pump. Select this option and we'll automatically charge you a flat fee of $17.99. If you **FILL UP THE CAR*** AND present a receipt for your fuel purchase, the EZFuel charge will be removed when you return the car. EZFuel option is not available at all locations. Please contact your renting location to confirm the availability of this service. If you forgot to show your receipt at check-in and receive an EZfuel charge, you can submit your receipt by visiting Avis.com. Just look for the Help tab, select the Customer Service option, and look for the Contact Customer Service link.

Can I park my personal vehicle at an Avis location?

Personal vehicles are not allowed to be parked on the Avis lot.

How do I return the car?

Return instructions vary by location. At airport locations, follow directions to the rental car return area and look for the Avis return. At neighborhood locations, park the vehicle in the designated return area and return the keys to a team member or use the key drop box, if available.

For location-specific return instructions, visit your rental location’s [detail page](https://www.avis.com/en/locations/find-a-location).

If you signed up for Avis Preferred on the same day as your pickup, you’ll need to stop at the counter for your first rental. Once your profile is verified, you can take advantage of Preferred service on eligible future reservations.

Can you help me upload my driver's license?

You can upload your driver’s license as part of Avis PRECHECK using the link in your reservation confirmation. If you’re having trouble completing the process, I can connect you with someone who can help.

I need to return my car after hours tonight — where do I leave the keys?

After-hours return options vary by location. If your return location has a key drop box, follow the instructions provided there to return your keys. You’ll remain responsible for the vehicle and any related charges, including damage or theft, until your rental is checked in on the next business day.

If a key drop box isn’t available, you can’t leave the vehicle at that location after hours. You’ll need to return it during business hours or make other arrangements.

I can help you explore options, such as extending your rental or changing your return location.

Why is no one at the counter?

Context: If the location is closed, the customer needs to be escalated to a live agent.

If the location is open and no one is at the counter, a team member should be available to assist you shortly. Thank you for your patience.

Can my spouse be an additional driver on my Canadian rental?

Context: This policy applies to rentals picked up from locations in Canada.

In Canada, a spouse can also be added as an additional driver without presenting a credit card. An additional driver fee may apply unless it’s waived through an eligible program, such as a corporate discoun or a qualifying partner or voucher.

To find the Avis location nearest you, use the “Use Current Location” option when searching for a pickup location on Avis.com. You can also enter an address or destination to find nearby locations.

Context: This segment explains policy for handling late-night flight delays at airport locations, including how to ensure your arrival information is correctly recorded.

#### What happens if my late-night flight is delayed and the rental counter is closed by the time I arrive?

Airport locations that don’t operate 24 hours a day will remain open to assist customers with confirmed reservations who are arriving on a delayed or re-scheduled flight. Locations will remain open until the last scheduled or delayed flight has arrived, and customers will be given a reasonable length of time to clear baggage claim and arrive at the counter.

To help ensure that we have your correct arrival information on file, please be sure to provide accurate and timely flight reservation details when you reserve your car. By providing us with your airline, flight number, and expected arrival time, our staff will be prepared to serve you in the event of a late flight arrival.

Will you accept my driver's license?

Avis requires that each customer and additional driver meet the Avis minimum age requirement, present a valid driver's license and an acceptable driving record, and present an Avis-honored charge card or cash rental qualification at the time of rental.

The driver's license must be valid at the time of rental, and remain valid throughout the rental period. All drivers must meet Avis' requirements. Driver's licenses accepted in the U.S. are:

Any license issued by any U.S. state, territory or possession. (See Acceptable Driver’s License for details Learn which forms of ID and payment are required for renting)

A license issued by a Canadian province.

A license issued by a country that participated in the 1949 Geneva convention on Road Traffic or the 1943 Convention on the Regulation of Inter-American Automobile Traffic.

A license issued by a country that has a reciprocal agreement with the U.S.

Avis does not accept digital driver’s licenses for rental. Please bring a hard copy of your drivers licensee at the time of rental. If you intend to rent outside your home country, you may also be required to present an International Driver's Permit. International Driver's Permits are valid only if presented with the original local license. An International Driver's Permit it not acceptable by itself. In addition, at the time of rental, the renter, authorized driver or additional driver may be subject to an electronic DMV check or may be required to sign a declaration attesting that they have a valid license that is not currently suspended, revoked, expired, cancelled or surrendered. A temporary driver's license is acceptable only if it has no restrictions and is valid for the entire period of the rental. Individuals with learner's permits may not operate Avis vehicles. Additionally, if you intend to rent outside of your home country, Avis may require that you present a valid passport, as secondary form of identification at the time of your check-out.

At the time of rental, the renter or authorized driver may be subject to an electronic DMV check from the state that issued the driver's license, or may be asked to sign a declaration attesting to specific criteria:

The renter/authorized driver has a valid license that is not currently suspended, expired, revoked, canceled or surrendered.

The renter/authorized driver has not, within the last 36 months, had 1 or more convictions for reckless driving.

The renter/authorized driver has not, within the last 48 months, had 1 or more convictions for driving under the influence (DUI), driving while intoxicated (DWI), or driving while alcohol impaired (DWAI).

The renter/authorized driver has not, within the last 36 months, failed to report or leave the scene of an accident.

The renter/authorized driver has never been in possession of a stolen vehicle or used a vehicle in a crime.

The renter/authorized driver has not, within the last 24 months, had 3 or more convictions for moving violations (including seat belt violations).

The renter/authorized driver has not, within the last 36 months, had 3 or more accidents.

When renting at an airport location, commonly accepted forms of identification include:

A round-trip airline ticket, e-ticket, or travel itinerary to or from the airport of rental, disclosing a return date and showing the renter's name

A valid U.S. passport or current U.S. military identification card. The name must match the name on the renter's U.S.-issued driver's license

A current vehicle insurance card. The name and address must match the name and address on the renter's driver's license; OR a current copy (within the last 60 days) of your cellphone bill, home telephone bill, bank statement or utility bill which shows your name and current address. Your name and address must match the U.S.-issued driver's license in order to provide the renting location with proof of an accurate address.

Canadian citizens entering the U.S. by air must present a valid driver’s license and passport.

Canadian citizens entering the U.S. by car, train, bus or ship may present an enhanced Canadian license instead of a passport. Enhanced licenses contain the words: enhanced or permis de conduire plus

Customer with a foreign driver’s license (other than a U.S. or Canadian driver’s license) may be required to also present a valid passport as a secondary form of identification at the time of check out. The name on the passport must match to the name displayed on the foreign driver’s license.

NOTE: As a result of suspicious activity arising from the fraudulent usage of driver’s licenses, effective immediately, when a customer presents a Mexico-issued driver’s license, a secondary form of identification in the same name as the facially valid driver’s license and credit card is required.

Acceptable secondary forms of ID: valid government issued passport, a valid travel visa.

Commonly accepted forms of identification when renting at an Off-Airport location:

A current copy (within the last 60 days) of your cellular phone bill, home telephone bill, bank statement or utility bill which shows your name and current address. Your name and address must match your U.S. issues driver's license in order to provide the renting location with proof of an accurate address; OR a valid U.S. passport or current U.S. military identification card. Your name must match the name on the your U.S.-issued driver's license.

Forms of identification accepted may vary by rental location. You may wish to contact your pick-up location to confirm that the forms listed above are accepted at that specific location.

You may be subject to a credit check or present additional identification. Acceptable forms of additional identification are: Valid passport or travel visa, military identification, birth certificate, marriage license, ATM card with customer name printed on face of card, health care identification card with customer’s name printed on face of card or company/college/university identification with a photograph. In some cases, you may be required to present an alternate credit card.

I don't see my reservation in the app. Why is that?

Context: Use this when customers can't see their reservation in the mobile app.

If you don't see your reservation under "Upcoming Trips," it likely means your profile wasn't added at the time of booking. Here's how to fix that:

1. Open the app and go to My Trips.

2. Select Add Reservation and enter your reservation number.

3. If the details match your profile, you'll see a prompt: "Add this reservation to your trips?" — select Yes.

4. You'll be shown any updates to your reservation, including possible rate changes (this can happen based on

your profile's discount preferences). Review these carefully before continuing.

5. Once you're ready, select Confirm.

6. Enter your password to verify it's you.

That's it! Your reservation will now show up in your account.

I was charged for fuel and it was way more expensive than the local market rate. Why?

Fuel service charges may be higher than local gas station prices and are applied if the vehicle is returned with less fuel than at pickup.

To avoid a fuel charge, the vehicle should be returned at the same fuel level it was received.

If you refueled the vehicle before returning it and were still charged, please upload a copy of your fuel receipt so we can review the charge: [https://avis.us.abgcustomerservice.com/login](https://avis.us.abgcustomerservice.com/login)

Be sure the receipt shows the date, time, and location of purchase, and that it was purchased close to your return time.

Once received, a representative will review the information and follow up with you via email once the review is complete.

How can I make the additional driver the primary renter?

Context: Customer will indicate that they are unable to pick up the vehicle and inquire as to if the additional driver would be allowed to pick up the car. They cannot pick up a reservation that isn’t in their name. Customers should avoid canceling an existing reservation until they have secured a booking under the other person’s name to avoid losing their rental in the event of a sold out inventory.

For security purposes, the primary renter listed on the reservation must be present at pickup and can’t be changed to an additional driver.

If someone else needs to pick up the vehicle, they’ll need to make a new reservation in their own name.

Before canceling your current reservation, we recommend checking availability and securing a new booking with the new primary driver’s name.

Can I add my Avis Preferred® profile to a third-party booking?

Yes, when booking through a third party, you must add your profile at the time of booking to utilize your Avis Preferred® benefits.

Do you have a plan that I can pay upfront to charge my electric car?

Context: Provide any background information that the bot would need to appropriately utilize the response.

We don’t currently offer a prepaid charging plan for electric vehicles.

Electric vehicles are typically provided with at least a 70% charge and should be returned at or above that level to avoid additional fees.

If the vehicle is returned below 70% but above 10%, a $35 charging fee will be applied. If it’s returned below 10%, a total of $70 in charging fees will be applied.

How can I get a quote for the underage fee?

Context: Underage fees are not standard and will vary by state and discount type (corporate or major partners may have exceptions).

Underage fees vary by location and may depend on the rate or discount you’re using.

To see an estimated total that includes any applicable underage fee, select your age from the dropdown when starting your reservation.

Does my reservation include unlimited miles?

Context: Sometimes a customer with a reservation will notice their reservation says zero miles.

If your reservation shows a per-mile charge of $0.00, your rate includes unlimited miles.

If it shows 0 free miles, a per-mile charge applies. You can find the per-mile rate in your reservation details.

Why is my Avis Preferred membership tier different than expected?

Context: Tier levels are reviewed once a year, and if the renter doesn’t meet the requirements for their current level, they will be downgraded per the Avis Preferred terms and conditions.

Avis Preferred® membership tiers are reviewed once a year, typically in January, based on your rental activity and spend from the previous year.

If the required number of rentals or spending level isn’t met, your tier may be adjusted to the next level down. For example, an Avis Preferred Plus member may move to Avis Preferred.

For full details on tier qualifications and benefits, please visit:

[https://www.avis.com/en/legal-documents/avis-preferred/preferred-points-us-canada](https://www.avis.com/en/legal-documents/avis-preferred/preferred-points-us-canada)

Can I book a car that is not Avis First?

Context: Avis First customers are considered prestige customers and should be handled accordingly. Avis First is a premium product a customer may select at the time of reservation. It is not the same thing as Avis Preferred statuses (Preferred Plus, President's Club). Avis First Policies only apply to customers who booked an Avis First Rental. With Avis First service, the customer gets a new, low-mileage vehicle selected and prepared for the customer by a personal concierge. The Avis First concierge will deliver and collect the car at the terminal or a location of the customer's choosing. If the customer has any questions or concerns on the day of pick up, they can reach out to their personal concierge directly in the Avis App. If the customer wants to speak to a live customer service agent, they should call 1-800-984-3912.

Yes, you can book a standard Avis rental.

During the booking process, you may see both standard pickup options and Avis First delivery options. Simply choose the option that fits your preference.

If you don’t see a standard pickup option, it means it’s not available for your selected location or dates.

I can’t make a reservation—it says my rental is not long enough. Can you help?

It looks like your reservation may not meet the minimum rental length required for that location or the rate you selected. Some special rates or offers have minimum rental requirements.

To move forward, you can try:

⦁ Booking for at least a full 24-hour period

⦁ Checking availability at a nearby location

⦁ Reviewing any discount codes or coupons, as some have minimum rental requirements

Can I rent a car with four wheel/all wheel drive?

We can’t guarantee specific vehicle features, including four-wheel or all-wheel drive.

If you’re looking for a vehicle more likely to offer these features, consider booking an Intermediate (Midsize) SUV or a Standard SUV. These categories may include models with four-wheel or all-wheel drive, depending on availability.

Availability varies by location, and features are not guaranteed.

Why was I charged 9.99 a gallon for fuel on my Avis First rental?

Context: Avis First customers are considered prestige customers and should be handled accordingly. Avis First is a premium product a customer may select at the time of reservation. With Avis First service, the customer gets a new, low-mileage vehicle selected and prepared for the customer by a personal concierge. The Avis First concierge will deliver and collect the car at the terminal or a location of the customer's choosing. If the customer has any questions or concerns on the day of pick up, they can reach out to their personal concierge directly in the Avis App. If the customer wants to speak to a live customer service agent, they should call 1-800-984-3912.

Context: Policy only applies to customers who rented from Avis First.

With Avis First, you don’t need to refuel before returning the vehicle. We take care of refueling for you.

If you see a $9.99 per gallon fuel charge on your bill, it may have been applied in error. Please call us at 1-800-984-3912 so we can review this for you.

Do I need to refuel my Avis First rental vehicle?

Context: Policy only applies to customers who rented from Avis First.

No, you don’t need to refuel your Avis First rental before returning it. We’ll take care of refueling for you at market rates.

Can I apply my upgrade to an existing reservation?

Context: Upgrades are offered through promotions, like Avis Preferred Plus, Avis Preferred President’s Club, Avis Preferred Chairman’s Club, AARP, or through promotional coupons. To use a promotional coupon, the coupon number must be applied to the reservation. Reservations can be modified to add a coupon. Other programs will receive their upgrades at checkout based on car availability. To include your coupon with your reservation, just tap Reserve at the bottom of the app and tap Discount Codes.

Upgrades are typically applied at pickup based on availability and can’t be added to an existing reservation in advance.

If you have an upgrade coupon, you’ll need to include the coupon code when booking. To use it, start a new reservation and enter the code in the Coupon Code field under Discount Codes.

If you’re eligible for an upgrade through Avis Preferred® or a partner program, the location team will apply it automatically at pickup if an upgraded vehicle is available.

Availability and eligibility may vary by location, vehicle group, and program terms. Some programs may require advance reservations.

I was charged for fuel, and it was way more expensive than the local market rate. Why?

Context: Standard fuel policies do not apply to Avis First Rentals. Avis First customers should be billed for the amount of gas they used at the local market rate (not the 9.99 service rate). If there are billing discrepancies, ask the Avis First Renter to call 800-984-3912 for assistance.

Fuel service charges may be higher than local gas station prices and are applied if the vehicle is returned with less fuel than at pickup.

To avoid a fuel charge, the vehicle should be returned at the same fuel level it was received.

Be sure the receipt shows the date, time, and location of purchase, and that it was purchased close to your return time.

Once received, a representative will review the information and follow up with you via email once the review is complete.

My assigned vehicle isn't in the designated spot. What should I do?

If your assigned vehicle isn’t in the designated spot, please go to the main rental counter for immediate assistance.

If you’re an Avis Preferred® member and the location has a dedicated Preferred area, you can go there for help as well.

The team on-site will be able to locate your vehicle or provide the next available option.

Can my spouse be an additional driver on my U.S. rental?

Context: Customers in the U.S. do not have to add their spouse to the rental contract. They are authorized to drive the vehicle if they are at least 25 years of age and have a valid driver's license.

Context: Applies to rentals checked out from locations based in the United States.

In the United States, your spouse can be added as an additional driver at no extra charge, as long as they have a valid driver’s license and are at least 25 years of age. The primary renter must be present at pickup and provide a valid driver’s license and credit card in their own name. If your spouse is not the primary renter, they won’t be able to pick up the vehicle.

Why am I missing my Avis Preferred points from a previous rental?

Context: If the customer would like to have their request reviewed, they may email us at avisdocuments@avisbudget.com or offer to escalate to a live agent. Offer the email option first. If the customer declines to use the email, offer to escalate to a live agent.

You may be missing Avis Preferred® points if your profile wasn’t added to your rental at the time of booking or pickup. Rentals completed before joining the program are not eligible to earn points.

If you were already a member but didn’t include your Avis Preferred number, your rental may still be eligible for points. Requests must be submitted within 6 months of the rental date.

Please note that points cannot be reinstated once they’ve expired due to inactivity.

For full program details, visit [https://www.avis.com/en/avis-preferred](https://www.avis.com/en/avis-preferred).

I want to dispute my charges. Can you help me with that?

Context: Use this information if the customer has returned the car.

I understand your concern about the charges on your rental.

The charges on your final receipt, including optional insurance coverages and add-on products, are selected during the booking process or at pickup and are included in your total once your rental has ended.

If you have questions about specific charges, I’m happy to review your receipt with you and walk through the details.

Can you extend my rental?

Context: We cannot currently process an extension through chat. If the customer is requesting an extension, provide the information below and ask if there is anything else you can assist with.

I can’t extend your rental here, but you can do it quickly using one of these options:

In the app: Go to Trips, select your rental, and choose Extend Rental

Online: Visit the View/Modify/Cancel section on our website

By phone: Call our Rental Extension team at 1-800-230-4898

These options will let you update your return date and continue your rental. Please note that changes may affect your rate.

Is my reservation set up for Avis Preferred service?

Context: The rental is set up for Preferred if the profile number is included on the reservation. If the renter is a first-time customer, they will need to go to the counter to show their ID and swipe their credit card before they can use the counter bypass option.

If you’re an Avis Preferred® member and were logged in when you made your reservation, your booking is set up for Preferred.

At pickup, bring your driver’s license and follow signs for the Preferred area to skip the counter.

If you’re not sure, you can check your reservation details or confirm that your Preferred profile is linked to your booking.

What does my international coverage include?

Coverage options vary by country for international rentals and may be required to pick up your vehicle. In some cases, required coverage is already included in your rate, so we recommend reviewing your reservation details.

Additional protection options may also be available at the rental counter when you arrive. These can help reduce your financial responsibility in the event of damage or loss.

For complete details, please review the terms and conditions for the country where you’ll be renting: [https://secure.avis.co.uk/TermsAndCondition](https://secure.avis.co.uk/TermsAndCondition)

Does Avis offer Status Match?

Yes, Avis offers status match for select loyalty programs, including Hertz, National, and Sixt.

To request a status match, email documentation of your current loyalty status to profile.update@avisbudget.com. Be sure to include your Avis profile number and city of residence.

You can expect a response within 14 business days.

I was in an accident, and I want to make sure I am covered?

Context: Use when the rental agreement does not show LDW or ALI selected. Sometimes corporate accounts may have LDW or liability coverage included with their rate. It will not show that they selected LDW on the RA if they are covered through their corporate agreement. If the customer states they have coverage through their corporate account, a live agent can check.

I’m sorry to hear about the accident.

Your rental agreement does not show Loss Damage Waiver (LDW) or Accident Liability Insurance (ALI) included. In some cases, coverage may be included through a corporate rate or partner benefit, which may not always appear the same way on the agreement.

To be sure, I’ll connect you with a specialist who can review your rental and confirm what coverage may apply. If you have a screenshot of your agreement, please keep it handy as it may help with the review.

My reservation was canceled—what options are available to reinstate it or rebook at the same price?

I understand how this can be frustrating.

Canceled reservations can’t be reinstated or rebooked at the original rate. If you’d like to move forward, you can create a new reservation at the current available price.

If you have questions or would like help with rebooking, I can connect you with a representative.

I drive for Uber and need to make a reservation.

To book an Avis Uber rental, you’ll need to complete a few steps before your pickup:

Confirm you’re approved to drive with Uber. Sign up or check your status [here](https://www.uber.com/us/en/drive/). You must be an approved Uber driver to rent through this program.

Create or log into your Avis Preferred® profile. Enroll [here](https://www.avis.com/en/loyalty-profile/avis-preferred/enrollment). You’ll need your driver’s license and credit card. Once completed, you’ll receive your profile number and a confirmation email.

Make your reservation. Book [here](https://book1.carrental.com/dcweb/sl/#/shop?pid=UBERSL&locale=en). Use your Avis profile number when booking.

Please note: You’re required to actively use the Uber app during your rental period. If you’re not active, your access to the program may be impacted.

If you need to reinstate your Uber driving privileges, please contact Uber directly before booking again.

I can’t find the policy details for my location—can you help?

I can help with general policy questions, even without a reservation number.

To view location-specific policies, search for your rental location [here](https://www.avis.com/en/locations/find-a-location). Then open the location page and scroll to the bottom to find the policy details.

If you already know your pickup location, you can go directly to that location’s page to view the information.

Can I add my Avis Preferred number to a completed rental?

Avis Preferred® numbers can’t be added after a rental has been completed.

To ensure your benefits are applied, add your Avis Preferred number when booking or ask a team member to add it before your rental agreement is finalized.

Can I rent a specific make/model?

Context: For any response to a customer, explain that they must ask at checkout for specific vehicle availability. The contact center can only book vehicle groups and cannot guarantee they will receive any specific make, model, or color of vehicle.

We offer a range of vehicle options, but specific makes and models can’t be guaranteed, as availability varies by location.

When you book, you’ll reserve a vehicle category, and the exact make and model will be assigned at pickup based on availability.

You can explore the types of vehicles in each category [here](https://www.avis.com/en/cars/vehicles/us).

Why is the Modify button greyed out on my app?

If the Modify option is greyed out, your reservation may not be eligible for changes based on how it was booked.

For example, some reservations made through third-party sites or booked with loyalty points can’t be modified in the app.

If you’d like, I can connect you with a representative to review your options.

Can I add products or insurance coverage to my existing reservation?

Yes, you can add products or insurance coverage to your reservation.

If your pickup is more than 24 hours away, you can update your reservation in the app or online using View/Modify/Cancel. If your pickup is within 24 hours, you can add products or coverage at the rental counter when you arrive.

How is a rental extension calculated?

Context: Use this information to help explain the rate to customers who may be unhappy with the cost of their extension.

A rental extension is calculated using the daily rate listed on your rental agreement.

If you extend your rental, you’ll be charged that daily rate for each additional day, along with any insurance coverages, products, taxes, and fees.

To request an extension, use the app or contact an agent at 1-800-331-1212. You’ll receive an updated estimated total, and an authorization hold will be placed on the card on file to cover the additional time.

Can I pick up my vehicle early?

You may be able to pick up your vehicle up to 2 hours earlier than your scheduled time, depending on availability.

Please note that an earlier pickup may affect your rate. The rental location will provide an updated estimated total at pickup.

I don’t see an e-Toll device in my car—how will my tolls be handled?

If your vehicle does not have an e-Toll device, tolls can still be processed using the vehicle’s license plate during your rental.

You will be charged the toll amounts set by the toll authority, along with a $6.95 convenience fee for each day tolls are incurred.

For more information, please review the e-Toll terms and conditions: https://www.avis.com/en/products-and-services/services/avis-e-toll

Why is it taking so long to pick up my car?

I’m sorry for the wait and thank you for your patience. Wait times can vary based on demand, staffing, and the number of customers at the location.

If you’d like, I can connect you with a representative to share your experience or get additional assistance.

If I sign up for Avis Preferred® while in line to pick up car, does it automatically activate for my reservation?

No, signing up for Avis Preferred® while in line won’t apply to your current reservation.

To start using Avis Preferred®, you’ll need to visit the rental counter for your first rental after enrolling to complete and sign a Master Rental Agreement. After that, you can enjoy faster pickup and skip the line on future rentals.

Can I have a medical accommodation on my rental car?

Context: We are required to provide accommodations to disabled renters by law. The customer may be asking about ensuring the rental vehicle has specific features or equipment, such as hand controls or spinner knobs, due to a medical condition. We will offer other accommodations than those listed in the answer. If the customer is inquiring about any feature due to a medical condition, they should be offered the disabilities department number.

Yes, we offer accommodations for customers with disabilities in accordance with the Americans with Disabilities Act (ADA).

Available options may include hand controls, transfer boards, spinner knobs, panoramic mirrors, and other mobility or accessibility equipment. These services are provided at no additional cost.

To request an accommodation or confirm availability for your rental, please call 1-888-879-4273.

My contract shows open, but I returned and left the keys inside the vehicle.

Context: If the customer indicates it's been less than 48 hours since the car was returned, the customer will need to wait a full 48 hours for the contract to close before their receipt will be finalized. If it has been more than 48 hours and the customer is not able to access a receipt, they will need to speak to a representative to confirm the car was checked in.

If your rental still shows as open, it may take up to 48 hours after you return the vehicle for your receipt to be processed and your contract to close.

At some locations, you may be asked to leave the keys inside the vehicle in a secured lot. Be sure not to lock the keys inside, as this may result in a replacement charge.

Can I get some information on the Avis Preferred Visa Infinite Status Match?

With the Avis Preferred® Visa Infinite status match, you can enjoy:

⦁ Savings of up to 30% off base rates when booking with an Avis Worldwide Discount (AWD)

⦁ Complimentary Avis Preferred Plus status

⦁ A complimentary two-day weekend rental after qualifying rentals

As an Avis Preferred Plus member, you can also skip the counter at select locations and earn points faster on every rental.

For full details and eligibility, please visit: https://www.avis.com/visainfinite

Can I pay with my digital wallet?

Yes, you can use digital wallets like PayPal or Amazon Pay to pay for prepaid (Pay Now) reservations on our website or mobile app.

The name on the payment method must match the renter’s name. At pickup, you’ll need to present the physical credit card linked to your digital wallet.

How can I book a reservation for someone else?

If you’re logged into your profile when booking, the reservation will be created in your name.

To book a reservation for someone else, please log out before completing the booking.

For the best experience, we recommend creating an account before booking. You’ll get access to faster reservations and our best price guarantee.

I didn’t receive an electric vehicle with a full charge. What should I do?

If your electric vehicle isn’t fully charged at pickup, you can return it with the same battery level you received.

To help avoid any incorrect charging fees, we recommend taking a clear photo of the dashboard showing the battery level at pickup and uploading it through the customer service (portal)[https://avis.us.abgcustomerservice.com/login]

We’ll document it with your rental so it can be reviewed before any charges are finalized.

I got an email about a $30 charge called “Avis violation charge notice.” What is this for?

Context: If the vehicle was in the customer’s possession when the ticket was assessed, they are responsible for the ticket per the terms of their rental agreement. If the issuing authority uses traffic cameras to issue tickets, the customer may NOT have been aware that they were issued a ticket. Customer may be charged an administration fee of Avis and Budget $30 dollar Admin Fee or a $42 dollar Admin Fee for tickets from the New York City area. Many times, customers are calling in reference to an unknown charge on their statement for a "violation charge". They may have also received a bill. A: The $30 “violation charge notice” is an administrative fee for processing a traffic violation associated with your rental.

This fee is separate from the ticket itself and is non-refundable. Any ticket must be paid directly to the issuing authority.

You can view details of the violation here: https://www.rentalcarticket.com/

What are the benefits for Visa Infinite Privilege?

You can view the full list of Visa Infinite Privilege benefits, including eligibility and terms, here: https://www.avis.com/visainfinite.

Can I add or remove insurance coverage for only part of my rental?

Context: Coverage options and policies noted in this response apply to U.S. rentals.

Coverage applies to the full rental period once it’s selected and signed for on your rental agreement. It can not be applied to only part of your rental.

If you’d like to remove coverage after pickup, you’ll need to return to the original rental location so a team member can update your agreement. Coverage can’t be removed remotely or mid-rental without a revised contract.

You can add or adjust coverage at the rental counter before leaving with the vehicle, or by modifying your reservation in the Trips section before pickup, when available.

Why won't the app accept my birthdate?

Context: Customers may ask this question when experiencing an error on the app or the website while trying to create a profile for Avis Preferred. The app and website will not accept a birthdate for an individual who is less than 25 years old. If the customer is unaware if their company rate qualifies, they will need to speak to a live agent. Offer to escalate to a live agent if the customer asks if their company rate qualifies.

To enroll in Avis Preferred® or Budget Fastbreak®, you must be at least 25 years old.

If you’re using a corporate (company) discount, you may be able to create a profile at age 19 or 21, depending on your company’s agreement.

If you’re not sure whether your rate qualifies, we’re happy to review the details with you

If you’re not sure whether your rate qualifies, we’re happy to review the details with you.

Why won't the app accept my birthdate?

Context: Customers may ask this question when experiencing an error on the app or the website while trying to create a profile for Avis Preferred or Budget FastBreak. The app and website will not accept a birthdate for an individual who is less than 25 years old. If the customer is unaware if their company rate qualifies, they will need to speak to a live agent. Offer to escalate to a live agent if the customer asks if their company rate qualifies.

To enroll in Budget Fastbreak®, you must be at least 25 years old.

If you’re using a corporate (company) discount, you may be able to create a profile at age 19 or 21, depending on your company’s agreement.

If you’re not sure whether your rate qualifies, we’re happy to review the details with you

If you’re not sure whether your rate qualifies, we’re happy to review the details with you.

Where do I see my profile number after I create it?

To find your profile number, tap Account. It appears at the top of the screen, directly under your name.

Where can I report pre-existing damage?

To report pre-existing damage, visit https://avis.us.abgcustomerservice.com/login and upload clear, date- and time-stamped photos of the vehicle.

Once submitted, we’ll review the images and add them to your rental record. Providing timestamped photos helps keep your record accurate and makes the review process smoother.

Why was I charged for fuel? The vehicle was not full when I got it.

Context: Standard fuel policies do not apply to Avis First Rentals. Avis First customers should be billed for the amount of gas they used, at the local market rate. If there are billing discrepancies, ask the Avis First Renter to call 800-984-3912 for assistance.

If your vehicle wasn’t full at pickup, just return it with the same fuel level you received. Returning it at a lower level may result in a refueling fee.

If you think you were charged in error, we’re happy to take a look. Please upload clear photos of the fuel gauge and odometer from pickup and return, if available, through (our)[https://avis.us.abgcustomerservice.com/login]

Why did I get a separate bill for congestion charges?

E-Toll Unlimited does not include the New York City Congestion Relief Zone (CRZ).

If you entered the lower Manhattan congestion zone, the charge is billed separately and may appear as “AVISNYCFEE” on your statement.

You can view details or download a receipt (at)[https://www.rentalcarticket.com/]

Why was I charged for an extra day? I returned my keys to the drop box as instructed.

When a vehicle is returned after the location has closed, the rental remains open until it is checked in on the next business day. During that time, you are responsible for the vehicle and any additional rental time, taxes, and fees.

If the vehicle is checked in 7 hours or more after the scheduled return time, a $15 late fee also applies in addition to any extra daily charges and applicable taxes and fees, as outlined in the rental agreement.

I don't have a fuel receipt; can I provide a bank statement?

Yes, we can review a bank or credit card statement as part of your fuel charge inquiry. Please note that this does not guarantee a refund.

If you submit a statement, it must clearly show the merchant name, station address or store number (if available), transaction date, and purchase amount so we can compare it with your vehicle return details.

Please upload your document here[:](Avis Customer Service - Sign In.)

Does Avis accept Chime, Cash App, Venmo, etc? Q: Can I use a prepaid debit card for the deposit?

At this time, prepaid debit cards are not accepted for credit identification at the start of a rental. This includes cards issued by providers such as Chime, Cash App, Venmo, or similar platforms.

Prepaid debit cards may be used to pay for the rental at the time of return.

To rent a vehicle, you must present a valid major credit card (Visa, Mastercard, American Express, or Discover). In some cases, a standard bank-issued debit card may be accepted, depending on the location and additional verification requirements.

Please make sure you have an accepted form of payment at pickup to avoid any delays.

For more details, you can review our debit card [policy](https://www.avis.com/en/help/usa-faqs/debit-card-policy).

What is the reservation hold policy for a neighborhood (non-airport) location?

For neighborhood (non-airport) locations, your reservation will be held for up to 15 hours after your scheduled pickup time or until the location closes, whichever comes first.

If you plan to arrive later the same day before closing, no changes to your reservation are needed.

Neighborhood locations do not remain open past their posted hours. If you expect to arrive after closing, we recommend updating your reservation to a location that will be open or selecting a pickup time on the next business day.

Please note that changes to your pickup date, time, or location may affect your rate based on current pricing.

What is a non-refundable prepaid amount?

A non-refundable prepaid amount may appear if you booked a prepaid rate and returned your vehicle early.

Prepaid rates can include a non-refundable portion (NRP), which is required to secure a discounted rate. As outlined in the terms and conditions at booking, unused rental time is not eligible for a refund.

This is not a new or additional charge.

Can I extend my rental?

You can [request an extension](abg://trips/:tab), but there are a few important things to know:

If the extension is not confirmed in the app, your original return time still applies

If the extension is not confirmed, please return the vehicle to the original location as originally scheduled or additional charges may apply

How do I upload a document in the Avis customer service portal?

To upload a document in the Customer Service portal, you’ll first need to sign in. You can:

Select Create Account to register with your name, email, and password

Use your Google or Amazon account

Once signed in, select Create a Ticket, enter your information, and attach your document. When you’re finished, click Send to submit your request to our Customer Service team.

Can I transfer my charges to a different payment card?

Context: Billing transfers are not allowed for damage. If the customer wants to complete a billing transfer for rental charges, they will need to speak with a customer service agent.

Yes, the full rental balance may be transferred to a different payment card. Partial transfers aren’t available.

Can I transfer my prepaid reservation payment to a different card?

Context: Full balances can be transferred to a different payment method only if the customer did not elect to prepay for the rental.

Unfortunately, prepaid reservations cannot be transferred to a different payment method.

Can I split my bill/payment?

Context: Customers may be asking if they can pay with multiple cards for the rental or ancillary products.

You can split your payment using up to two cards, but this must be set up at the time of pickup.

Unfortunately, split billing cannot be added after your rental has started.

Can I book a reservation for my spouse using my loyalty points?

Avis Preferred® points can only be used by the member associated with the account.

For security purposes, you’ll be asked to present a valid driver’s license at pickup to confirm your identity.

I received a dirty car. Can I exchange the car?

Context: If customer declines to exchange the car, offer them the information for the customer service portal to document their concerns. Do not offer Emergency Roadside Service for customers complaining about a dirty or smelly car.

If your vehicle isn’t up to standard, you can return to the rental location to request an exchange.

Will my rental be eligible for Avis Preferred service?

To use Avis Preferred® service, be sure to add your Avis Preferred number when booking your reservation.

For counter bypass, you’ll need:

An active Avis Preferred membership

Accepted Avis Preferred terms and data policies

A valid driver’s license and credit card on file

For full details, please visit [Avis.com](https://www.avis.com/en/legal-documents/avis-preferred/preferred-global-us-canada).

Why am I on the Do Not Rent List?

For more information about your Do Not Rent status, please contact our Security Department at donotrent@avisbudget.com. They will be able to review your request and provide next steps.

I chose the Gas Service Option. Will I get a refund for unused fuel?

Context: Only applies if the customer didn't also refill the tank. If the tanks was refilled in addition to the GSO charge, the customer should be advised to send us the gas receipt on the customer service portal.

The Gas Service Option lets you return the vehicle as close to empty as possible, so you don’t need to refuel before returning.

Refunds aren’t provided for unused fuel.

What should I do if I receive an Avis vehicle with a less than full fuel tank?

If your vehicle isn’t full at pickup, you can return it with the same fuel level.

We recommend taking a photo of the fuel gauge and mileage and uploading it through our [customer service portal](https://avis.us.abgcustomerservice.com/login) so it’s documented and helps avoid refueling charges at return.

What car groups can I rent with a debit card?

At most locations that accept debit cards, you can rent the following vehicle groups: Economy (A), Compact (B), Intermediate (C), Standard (D), Full-Size (E), Intermediate SUV (F), and Standard SUV (W).

Debit cards aren’t accepted for other vehicle groups.

For full details, please review the [Avis debit card policy](https://www.avis.com/en/help/usa-faqs/debit-card-policy).

How can I dispute a toll charge Avis billed to me?

For assistance with eToll billing and all other toll inquiries, please call eToll customer service at 1-800-482-0159 or email etollcustomercare@verramobility.com

Please include the following information in the email: your first and last name, rental agreement number, phone number, and all documentation regarding disputed toll charges. Please allow 72 hours for a response. Please do not send sensitive personal information (credit card or bank account numbers) through email.

How can I check on the status of my Avis Lost and Found claim?

If you filed a report using avislostandfound.com, you can check the status of your claim on the same website. There you will find the most recent updates regarding your claim. If you filed a claim directly with the location, you can try and call the local office for an update or speak with customer service so they can submit an inquiry on your behalf.

What car groups can I rent with a debit card?

At most locations that accept debit cards, you can rent car groups A-Economy, B-Compact, C-Intermediate, D-Standard, E-Full Size, F-Intermediate SUV, W-Standard SUV with a debit card. Debit cards are not accepted on any other car groups

Do I need to modify my rental if I am returning the car early?

No, there is no penalty for early returns. If you did not prepay your rental, you may be charge a different rate if the minimum rental requirement is not met. Please check your rental agreement for details. If you did prepay, you may return the car early as well. However, per the prepaid terms and conditions, there are no refunds for unused days.

How do I edit my rewards program selection from Avis Preferred to partner airline and hotel rewards on the app?

To switch from Avis Preferred® points to a participating airline or hotel partner in the app:

Tap Home at the bottom of the screen.

Select the My Rewards tab.

Scroll to the Rewards Program section and tap Edit.

Choose Travel Partner Miles & Points and tap Continue.

Select your airline or hotel partner from the list of participating programs.

Enter your membership number.

Tap Confirm to complete your update.

Troubleshooting: If the My Rewards tab isn’t visible, tap the gear icon in the Account section to log out, then log back in and try again.

How do I edit my rewards program selection from a travel partner to Avis Preferred Rewards on the app?

To switch your rewards preference from a travel partner to Avis Preferred® points in the app:

Tap Account at the bottom of the screen.

Select the My Rewards tab.

Scroll to the Rewards Program section and tap Edit.

In the Preferred Points and Discounts box, tap Select.

Tap Continue to confirm your update.

Troubleshooting: If the My Rewards tab isn’t visible, tap the gear icon in the Account section to log out, then log back in and try again.

I don't have a fuel receipt; can I provide a bank statement?

Yes, we can review a bank or credit card statement as part of your fuel charge inquiry; however, submission does not guarantee a refund.

The statement must clearly show the merchant name, station address or store number (if available), transaction date, and purchase amount so we can compare it to your vehicle return details.

Please upload your documentation using the link below. Once received, a representative will review the information and follow up with (you.[(https://avis.us.abgcustomerservice.com/login]

How late can I pick up my car?

Context: Verify the caller is picking up from an airport before advising we will hold the reservation for up to 24 hours. Neighborhood (Off-airport) locations will only hold the reservation up to 15 hours or until close.

We’ll hold your reservation for up to 15 hours after your scheduled pickup time (up to 24 hours at most airport locations) or until the location closes, whichever comes first.

If you’re able to select a specific pickup time when booking, the location is scheduled to be open at that time.

Airport locations may adjust hours based on flight schedules. If you expect to arrive significantly later than your reserved pickup time, we recommend contacting the rental location or customer service directly to confirm availability.

I was billed for damage to my rental vehicle. Can I change my payment method?

Damage-related charges are processed using the payment card on file at the start of your rental. These charges can’t be transferred to a different card.

If you have questions about the charge, please contact us at 1-800-352-7900 and we’ll be happy to review the details with you

Can I extend my rental using points?

At this time, Avis Preferred® points can’t be applied to extend an existing rental. Any additional time will be charged to the card on file.

To view a new estimated total and complete your extension, update your return details in the app or contact us at 1-800-331-1212 for assistance.

I have a reservation booked right at the time the location is scheduled to close. Should I arrive a little early?

If you’re picking up from a neighborhood location (not an airport) and your reservation is scheduled at closing time, we recommend arriving about 15 minutes early to ensure a smooth pickup experience.

How can I book a reservation using my loyalty points?

You can redeem your Avis Preferred® points directly in the Avis app while booking your reservation.

Make sure you’re logged in to your Avis Preferred account.

Start a reservation as you normally would and select any add-ons you’d like.

On the Review and Reserve screen, scroll to the Redeem Points & Save section and tap Redeem.

You’ll see the redemption options available based on your current points balance.

Select the option you’d like and tap Redeem Points. Your updated total will appear on the Review and Reserve screen.

Complete your reservation.

I prepaid Avis for fuel, but the car wasn’t full when I picked it up.

If you selected the Gas Service Option and the vehicle wasn’t full at pickup, please return the car with the same fuel level you received.

To document the fuel level, upload photos of the fuel gauge and mileage through our customer [service portal](https://avis.us.abgcustomerservice.com/login.)

Once your rental is complete and documentation is received, the Gas Service Option can be removed as needed.

How do you view, modify or cancel on the Avis App?

To view, modify, or cancel your reservation in the Avis app, tap View/Modify/Cancel and select your upcoming trip. Then tap Details to review your reservation.

To make changes, tap Edit next to the item you’d like to update such as your pick-up location, return details, or vehicle. From there, you can adjust your reservation as needed.

May I use an Avis car or truck to tow? Can I tow a trailer with my Avis rental? Does Avis allow towing? Can I attach a U-Haul or cargo trailer to my rental car? I need a vehicle with towing capability. Can I pull a trailer with a rental vehicle? Is towing permitted with Avis vehicles? Can I rent a car to tow something for a move?

No. Towing is never permitted with an Avis vehicle. Budget Truck offers towing options. Please visit budgettruck.com for more information.

None of my reservations are showing in the app. Can you help me fix this?

If you don’t see your reservation in the app, it’s usually because your Avis Wizard/Preferred number wasn’t added when the booking was made. I can still help you access your reservation – please share your confirmation number.

What is quick pass?

You can learn more about QuickPass [here] (https://www.avis.com/en/products-and-services/services/quickpass).

Does Avis offer pick-up trucks?

Avis offers pick-up trucks at select locations. If you don’t see that option when you’re searching on our website, it simply means pick-up trucks aren’t available for the dates you chose at that location. Availability can change, so we suggest trying different dates or a nearby location to see what options may open up.

Do you offer Rivian trucks?

Context: The user may be asking about Rivian trucks to rent as an option for an EV.

Avis currently does not offer Rivian trucks in the standard or specialty fleet. While some electric vehicles are available, they are usually sedans or smaller SUVs rather than large electric trucks like a Rivian.

Can I dispute / remove taxes?

Context: The user may be asking to dispute or remove taxes.

Taxes and airport fees are required by city, state, and airport regulations. These charges aren’t set by the rental location and cannot be removed or disputed.

I received a fine / ticket; how do I access it?

Context: The user may be asking about how to access a fine / ticket they received while renting a car.

If you’ve been billed or received a letter regarding a ticket, fine, or citation in the U.S. or Canada, you can review the details online at [ATS Processing Services](https://www.rentalcarticket.com/). You’ll just need to enter your rental information to access your records.

I lost an item, what do I do? How do I get my lost items?

Context: User may be asking about an item they lost and may not know what to do in order to find it.

Customers can file a [lost item report](https://www.avislostandfound.com/brand/79a5bae17b21485c9ec96f19394b4841a4478b8c) at participating Corporate locations. If the location is not listed on the website, if it is a non-participating location they need to return to location, call the counter, or speak to a CS agent.

What are the benefits of the President’s Club membership?

President’s Club members enjoy all the same benefits as Avis Preferred:

• Redeem points for rentals and accessories.

• Enjoy expedited service and go straight to your car at most locations.

• Save your rental preferences and track your activity and rewards anytime.

• Receive exclusive monthly email offers.

In addition, President’s Club members enjoy:

• A free two car class upgrade when reserving a midsize or above. Subject to availability, excludes large SUVs and Signature Fleet.

• A guaranteed car up to a full-size with a confirmed 24-hour advanced reservation.

• A dedicated support phone number.

How do I earn Avis President’s Club status?

You can earn President’s Club status after 20 rentals or $6,000 spent with Avis.

How many points do I earn as a President’s Club member?

President’s Club members earn 1.5 points for every dollar spent on rentals and 3 points on every eligible accessory.

What is the Avis President’s Club?

The President’s Club is our top, earnable loyalty tier. President’s Club Avis Preferred renters enjoy all the same benefits of Avis Preferred, plus some additional, exclusive benefits.

What do I do if there is no one at the Avis Preferred counter?

Avis Preferred counters may not be available 24/7. During certain hours, some locations may temporarily close these counters. When this happens, our team at the main rental counter will be happy to assist you. Additionally, please note that during holiday periods, some Preferred counters operate with limited hours or may be temporarily closed due to staffing levels. If the counter is closed when you arrive, please proceed to the main rental counter for assistance.

What if the Avis First verification is not completed?

If the verification is not completed, the pickup location will contact you directly via email and text message with a local Avis contact for further assistance. If you have additional questions, contact Avis First here or live chat with your concierge in the Avis app if within the 24-hour pickup window.

How do I complete ID verification for Avis First?

Instructions: Here’s how to successfully complete your ID verification in the [Avis app] (abg://account):

1. You must be logged into your Avis account. Use the email tied to your Avis Preferred account or your Wizard number.

2. Your name must match exactly on your driver’s license, customer profile and payment method to complete digital verification. If they don’t, please update your customer profile and try again.

If you want to change the payment method for your Avis First rental, please update your profile first in the Avis app or at Avis.com under Account Settings

Helpful tips for scanning documents:

Use good lighting when taking photos of your license, credit card, and selfie

Be sure to photograph the same credit card listed in your profile, even if different from the card you used to book the reservation.

Will I get a refund if I’m unable to meet the concierge due to travel delays?

If your reservation includes your airline and flight number, your Avis First concierge will monitor for delays and adjust delivery timing accordingly. You can [notify your concierge] (abg://trips/:upcoming) when you're ready for pickup or return.

Can I add Avis First after I’ve already booked a standard reservation?

Avis First cannot be added to an existing reservation but can be secured with any [new reservation] (abg://reserve) or on Avis.com.

My Avis First delivery service was canceled. What can I do?

If your Avis First delivery was canceled, your concierge may still be able to assist.

We recommend [messaging your concierge directly] (abg://account). While changes aren’t always guaranteed, they’ll provide guidance based on availability at your location.

For Avis First, Can I book different pickup and return locations?

Not at this time. All Avis First reservations require the same location for pickup and return. If you are interested in a one-way rental, standard Avis options may be available.

Will I get a refund if I return the Avis First vehicle myself?

No, there is no refund if you choose to return the vehicle on your own, but you will still receive the full range of Avis First benefits, including refueling service.

What if I need my car earlier than scheduled?

You can request an earlier pickup by [modifying your reservation](abg://trips) but please note additional charges may apply.

To ensure vehicle delivery, changes must be made at least 24 hours before your original pickup time

If the update is made less than 24 hours in advance, your vehicle will not be delivered - but you can still pick it up at the Avis location and continue to receive other Avis First benefits

Can I extend my Avis First rental?

You can [request an extension](abg://trips/:tab), but there are a few important things to know:

Extensions must be made at least 24 hours before your scheduled return time, or we may not be able to accommodate the change

If the extension is not confirmed in the app, your original return time still applies

If the extension is not confirmed, please return the vehicle to the original location as originally scheduled or additional charges may apply

How do I book an Avis First rental?

You can book Avis First [here] (abg://reserve) or on Avis.com. If available at your selected location, you’ll see Avis First clearly labeled among the vehicle options.

Availability may vary based on time and location, as each experience is tailored for personalized service.

What happens on the day I pick up my Avis First rental?

Here’s what to expect:

- Select [Ready for Delivery] (abg://reserve) when you're ready

- Your Avis First concierge will respond within minutes

- You’ll see their location in real time and confirm your pickup spot

- You can chat directly through the app if needed

- Your vehicle will be delivered to you — no counter, no lines

If your ID verification isn’t complete, don’t worry - your concierge will contact you with next steps before your scheduled pickup.

Where is Avis First delivery available?

Avis First is currently available at select airport and city-center locations across the U.S. and internationally (list in link). We're continually adding new locations, so check back often to see where Avis First is available next. [https://www.avis.com/en/products-and-services/services/avis-first-rental-car-delivery]

What is Avis First?

Avis First is our elevated rental experience, built for speed, comfort, and exceptional service. Your premium vehicle is delivered directly to you - no counter, no lines – with a personal concierge to assist you at pickup, throughout your rental, and at return.

How many times can I extend my rental?

Context: Customer has a vehicle on rent and is inquiring about extending the rental.

Your rental contract can be extended up to three times per agreement, with a maximum of 30 days total. If your rental has already reached the 30-day limit, it can’t be extended further. You’re welcome to extend your rental through our website, or I can connect you with a representative who can assist you directly.

How do I earn an Amazon gift card when I rent with Avis? / Do I get Amazon rewards for my most recent reservation?

Context: The customer may be inquiring about the program in general or asking when they will receive the card.

[Amazon](https://www.avis.com/en/offers/partners/amazon-benefits) customers can earn 10% off the time and mileage charges from their Avis rental back as an Amazon.com gift card when using their Amazon Benefits. The Amazon.com gift card will be issued to the email associated with your Amazon.com profile 48 hours after your rental is complete.

Please note that you must authenticate on Avis.com by logging in with your Amazon credentials to receive the gift card. You will know you successfully created your reservation with your Amazon account if you see the Amazon discount on your reservation or rental agreement.

Where can I see my rental agreement number?

Context: User may be asking about where to see their rental agreement number

For current and previous rentals, you can see your rental agreement number for a current rental at [Current Trips](abg://trips) and previous rentals on the [Past Trips](abg://trips/past) in the app.

How do I get a receipt for my tolls?

Context: Caller may be asking about tolls incurred while renting with Avis. They may say keywords like Tolls, SunPass, pike pass, E-ZPass, FasTrak, K-Tag, TxTag.

Etoll receipts are available online at [e-tolls.com](www.e-tolls.com). Customer service can also look them up and email it to the customer. The caller will need their reservation or rental agreement number.

Make a reservation for me / can you make a reservation for me?

Context: User may be asking to make a reservation for them.

I'm not able to create reservations directly in this chat. You can make your reservation through [our app](abg://reserve). You'll be able to select your pickup location, dates, and vehicle type based on availability.

How can I rent a car?

Context: user may be asking about how to rent a car

You can [book now](abg://reserve) or ask any questions you may have about booking a car with Avis.

How would fuel rate charge work for rental fee?

Context: Caller might be asking about fees that appear on a rental. Standard fuel policies do not apply to Avis First Rentals. Avis First customers should be billed for the amount of gas they used, at the local market rate. If there are billing discrepancies, ask the Avis First Renter to call 800-984-3912 for assistance.

Rentals will be billed for a tank of gas at the local pump rate. They would only be charged the local pump rate if they had selected GSO at checkout. If they didn't and didn't refuel, they're charged up to 9.99 a gallon for refueling per the terms of the rental agreement. Unless the customer selected the prepaid Gas Service Option, fuel is billed at a higher rate — around $9.89 to $9.99 per gallon. If the trip is under 75 miles, there is a flat fee of $15.99 ($17.99 if you rent in California). Customers who chose the Gas Service Option only pay the local market rate.

Customer asks if this is a new policy or mentions we have released holds in the past.

Once the rental is returned, the charges are processed and billed to your card. At that point, Avis no longer has control of the funds on hold. Authorization hold policies are determined by your financial institution.

What is a mystery car?

Avis' "Mystery Car" rental option offers a discounted rate on a vehicle chosen by Avis, with the specific model unknown until pickup, but guaranteed to be a high-quality, late-model vehicle

The "Mystery Car" is a car rental option where you don't know the exact make or model of the vehicle until you arrive at the rental counter

The vehicle could be a hybrid hatchback, economy sedan, spacious SUV, or something in between.

It's a way to save money on your rental, with the added excitement of not knowing what you'll be driving

What are my options for paying tolls during a rental?

Context: The user may use keywords like Tolls, SunPass, pike pass, E-ZPass, FasTrak, K-Tag, TxTag.

There are a few ways to pay for tolls during your rental

You may pay cash if the option is available on the toll road you are using. For your convenience, if you do not opt to pay your tolls with cash or your own personal device, you will automatically be opted into our e-Toll service. Please note any tolls billed through our e-Tolls program will be charged to the credit card on file per the terms of your rental agreement. The charges may take 3-6 weeks after the rental to be billed to your credit card/debit card on file. The charges will be billed from either “Avis Tolls or Avis Rent-A-Car Tolls.” If you use the e-Toll service at any time during your rental, you agree to pay a convenience fee of $6.95 for each day on which you incur a toll up to a maximum amount of $34.95 per rental period (not to exceed 30 days). In addition, you will pay all tolls incurred at the maximum prevailing non-discounted or cash rates posted by the toll authority.

e-Toll Unlimited: Avis also offers e-Toll Unlimited, which includes the cost of tolls and convenience fees in one flat fee. If you choose e-Toll Unlimited, you agree to pay a daily flat fee of $10.99-$25.99, depending on checkout location, for each day of the rental period, regardless of whether you incur tolls, up to a maximum of $54.95-$129.95 per week. e-Toll Unlimited must be selected at the time you reserve or check out your vehicle, otherwise, you agree to pay the standard e-Toll fees if you use the e-Toll service.

Note: Please be aware of roads that may be plate pay or cashless tolls. Drivers on these roads are not able to pay cash once they have entered these roads. If you choose to use one of these roads, you will be automatically opted in to our e-Toll program.

Cashless Tolls - Canada

Please be aware of roads that may be "cashless tolls" and drivers on these roads are not able to pay cash once they have entered these roads. You automatically opt into our e-Toll service program and will be charged $17.00 plus GST/HST per rental, plus incurred kilometer charges and video tolls at the maximum prevailing rates posted by the toll authority. The charges may take 4-8 weeks after the rental to be billed to your billing account or credit card/debit card on file.

What happens if I pick up a different car than what I reserved?

Context: Caller will be asking this question to learn more.

If you picked a different car than what you reserved, you will be billed at a different rate than quoted at reservation. We base our rates on the length of time you have the car, where you pick up and drop off the car, and which car type you selected. If any one of those things changes, the rate you will pay at check in will likely be different.

I was in an accident or damaged an Avis vehicle. What do I do?

QQ: Are you the renter?

Yes, and I still have the car.

I am so sorry to hear you were in an accident. Is everyone ok and are you in a safe place?

If No, please call emergency services and contact us when you are in a safe place.

If yes, Are you comfortable driving the car?

If the customer is safe and they can drive the car:

Corporate Locations: You will need to fill out the damage report. If you are comfortable driving the car, you may return to the closest location or the original return location as agreed at the end of your rental period if the damage is minor. You also have the option of inquiring about a vehicle exchange at the location.

Licensee Location: Please contact the location you rented the car from. If you are close to the location, you can return there for assistance. Ask about a vehicle exchange at the location if a vehicle is still needed.

If the car cannot be driven or you feel unsafe driving: One moment and I will connect you to Emergency Roadside Service for further assistance.

Yes, and the car has been towed or returned to Avis.

I’m sorry to hear you had an accident. All you need to do to get started on the claims process is go to Avis.com. Select the Help option from the menu, select Customer Service and look for the Claims/Accident forms.

No, I am not the renter

If you were involved in an accident with an Avis vehicle and need to file a claim, have your police report ready and call Tel:+1-866-446-8376.

What is TP (Theft Protection) charge?

Context: Might be asking in relation to explaining fees

Theft Protection (TP) is a coverage option that helps protect you if the rental vehicle is stolen or damaged due to attempted theft.

What does TOL mean?

Context: User may see TOL fee on their invoice or be asking about the acronym.

There are two definitions, but only one is right based on the specific circumstance.

1) TOL = toll charges when they don't take unlimited toll - sometimes they get billed for tolls after the fact and is not on their original bill. It is billed by third party vendor - ABG cannot see those unless it doesn't go through.

2) TOL = eToll Unlimited - if TOL is not listed on their reservation, then it would be likely be eToll definition.

What does UAS mean?

Context: The user may have seen a UAS fee on their invoice / bill or just asking about their acronym.

It's an underage surcharge billed per day to renters under 25.

What does a G8 stand for?

Context: the user may have been told or is about to be told G8.

G8 stands for a full tank of gas.

What does TAB stand for?

Context: this acronym may have been said or will be said to the user.

TAB means Tablet.

What are Avis's vehicle options?

Context: They might be inquiring about the range of vehicles available. Avis’s vehicle classes including economy, SUV, luxury, and specialty options.

Avis’s vehicle classes including economy, SUV, luxury, and specialty options.

How long does the clearance process take?

48 hours for billing and hold release. This is THE amount of time- there are no exceptions. Do not say typically.

What is an early fee / how does an early fee work?

Context: Caller might be asking about their early fee or a fee on their reservation related to having gotten the car early.

Avis bills in 24-hour increments that start when you pick up your rental. If you picked the car up early, it may result in an additional day charge, plus a late fee if you returned it over 7 hours later than the new scheduled return time. For example, if you booked a rental for 1 day, from 6:00 PM today to 6:00 PM tomorrow, but arrive early at 10:00 AM — the rental agent starts your contract at 10am, so your new return time becomes 10:00 AM the next day to keep you within the 1-day rental period. If you brought the car back at 6:00 PM the following day, that’s 8 hours past the return time on the contract. Because that is 7 hours or more from the scheduled return time, the system will automatically add one extra rental day and a late return fee.

What is the policy regarding vehicle exchanges and charges?

Context: We get this question after the car has been picked up and the customer is dissatisfied with the car they received not when the customer is at pick up. Customers should only be referred to Roadside assistance if there is a mechanical problem. The customer would need to return to the counter for assistance with a dirty or smelly car. Customers should be instructed to refuel the vehicle if possible as they are still subject to fuel policies on exchanged vehicles.

If you are having a vehicle mechanical problem, you have the option to return to the renting station to request an exchange. If you do not feel comfortable driving the car, you will need to contact our Roadside Assistance team for further assistance. Preferred customers can change or upgrade cars via the Avis app without fees, though rates may change for new dates.

Customer returned their vehicle after hours and is disputing the additional day charge.

Some locations may have a key drop available to accept after hours returns:

If a Drop Box is Available: If you choose to use the after-hours return box, per the terms of your rental agreement, we will treat the vehicle as though it was not returned until the location reopens and we take actual possession of the vehicle. You will remain responsible for daily charges, late fees, damages, and/or loss until we take actual possession of the vehicle, including its keys. If we do not find the vehicle when the location reopens, you are responsible for all charges and for damage to or loss of the vehicle until the vehicle is returned or recovered.

Drop Box NOT Available: If the location does not have a key drop box, the location does not permit vehicles to be left after closing hours. You should never lock and leave the keys inside the car. Per section 1.4(a) of your rental agreement, you are responsible for the vehicle & all charges (including any damages to or theft of the vehicle and locksmith fees). You have two options for returning the car: first, you can opt to return the car the next day the location is open, OR you may opt to change the drop off location to the nearest, open regional airport. Please note that you are responsible for all charges related to the drop-off modification.

I modified a prepaid booking. Why does it cost more?

While prepaying locks in the rate for the dates and the vehicle class entered at the time of booking, if your plans have changed and you need to make a modification to an already confirmed booking you will be subject to the rate change for the new dates you are requesting. If you modified your booking and the rate increased, any additional amount owed would be collected when you check in the vehicle.

Customers’ check in time was 90 minutes or greater after the originally scheduled check out time

Avis bills in 24-hour increments. If you kept the vehicle longer than originally agreed, you would be billed for an additional hour or an additional day to cover the time and mileage for the extra time you kept the vehicle. Avis always bills in accordance with the rate chart detailed on the left-hand side of your rental agreement. If the additional hour rate is more expensive than the additional day rate, you would be billed for an additional day instead.

Counter Products

All additional products and services are billed per rental, agreed upon checkout, and signed for on your rental contract. If you are an Avis Preferred member, you may have selected a coverage or product on your profile. When a coverage or product is selected on your profile, it will be added to each rental you reserve with your profile number.

I received a letter for a cleaning fee/glass damage/tire fee

There are two reasons you may receive a letter regarding a charge after your rental for damage or cleaning fees.

1. Our ERS team will bill for any tire, glass, and repairs that are completed by our vehicle maintenance teams. It is not uncommon for there to be several months between your rental and receipt of the bill, as we cannot bill you for repairs until they are completed. Please note that tire damage is not always apparent immediately. You will receive a letter from our billing department, signed by Nora Henry, explaining the reason for the charges.

2. Cleaning fees are billed under the terms of your rental agreement (Section 8.b and 8.d). You agree to pay a reasonable fee for cleaning the car’s interior upon return if any stains, dirt, odor, or soiling attributable to your use cannot be cleaned with our standard post-rental procedures as determined by our sole discretion. You will receive a letter from our billing department, signed by Nora Henry, explaining the reason for the charges.

Why was I charged for an upgrade?

I see that you accepted a vehicle upgrade at the rental counter. The upgrade was billed at the daily rate, as reflected in your signed Rental Agreement. Because the agreement includes your signature acknowledging those charges, the upgrade fees are valid.

I want to dispute the TRF or Transportation Facility Fee.

A This fee is used to recoup the cost of the common bussing system at the airport. It is a fee imposed by the airport. Surcharges and fees are not negotiable as they are a part of the cost of renting from an airport location.

Why is my rental more expensive than what I was quoted on my reservation?

A confirmed reservation guarantees the rate reserved based on the rental location, time period, and discount used on the reservation. The price is guaranteed if you stay within those original rental parameters. If your actual rental pick-up or drop-off locations, dates, or times change from what you reserved during your rental, you may be subject to a different rate. Additional days, products, or services may also impact the final cost of your rental. You can see exact charges on your rental receipt, along with a breakdown of your charges. Pickup locations determine the fees for all pickup locations.

What does the abbreviation SSU stand for?

SSU stands for Colorado Safety Fee. This fee is a state surcharge associated with Roadside Safety Network.

How are Tolls Billed?

Context: The user may use keywords like Tolls, SunPass, pike pass, E-ZPass, FasTrak, K-Tag, TxTag

There are a few ways to pay for tolls while you are renting with us.

If you have your own toll device that is accepted in your travel area, you are welcome to use it. You may also pay cash if the option is available on the toll road you use.

If you don’t have your own toll device, we have you covered with eToll Unlimited. If you select the E-Toll unlimited service at check out, all costs of tolls and convenience fees are included.

With this service, you pay a flat fee which can range from $10.99 up to $25.99 for each day during the rental period, regardless of whether or not you incur any tolls or a flat fee which can range from $54.95 up to $129.95 per week.

E-Toll Unlimited must be purchased at the beginning of the rental.

3. If you do not select eToll Unlimited at checkout and you incur a toll during your rental that you did not pay for, our toll administrator, eTolls, will send you a bill for the cost of the toll incurred, plus a convenience fee.

All renters without a valid corporate discount code will be charged a $6.95 convenience fee for each day the E-Toll device is used. This convenience fee is capped at a maximum of $34.75 USD per rental contract, plus your toll charges.

The renter will pay all tolls incurred at the maximum prevailing non-discounted or cash rates posted by the toll authority.

The billing for e-toll service charges will appear separately on the charge card used for the rental and may take up to 4-8 weeks after the rental to be billed.

I want to dispute the PAS or Parking Surcharge fee on my rental agreement.

This is a surcharge imposed by the operations of parking facilities at airport locations. Surcharges and fees are not negotiable as they are a part of the cost of renting from an airport location.

Do you offer coverage for my personal belongings?

Avis offers its rental customers insurance protection for their personal belongings while away from home. The belongings with which the renter and passengers riding with the renter and/or authorized additional driver whose name appears on the rental agreement will be covered under the Avis Personal Effects Protection (PEP) plan underwritten by Zurich American Insurance Company. Coverage is in effect during the entire rental period of your vehicle. However, the maximum coverage period is 30 consecutive days. Throughout the rental period, the policy insures against risks of loss or damage to the insured personal effects of the renter or any member of the renter’s traveling party riding in the vehicle or an authorized additional driver whose name appears on the rental agreement subject to the limits and exclusions described in the policy and in this brochure. The maximum coverage for each covered item during the rental period is $1,000. The maximum coverage for all items in the rental vehicle during the rental period is $3,000 ($2,000 in NY).

What is the Energy Recovery Fee?

To help recover the escalating energy costs related to our business operations, where permitted, we include a separately stated Energy Recovery Fee (ERF) to customers. Please check for all fees that apply to your rental in the Rates section during your car rental reservation process.

Public Liability and Property Damage

In the event of an accident, your personal liability insurance is primary for coverage for third party public liability and third-party property damage. Avis provides secondary coverage up to the minimum limits required by law if no other liability insurance is available to the renter. However, if Additional Liability Insurance is available and purchased by the renter, Avis insurance will be primary coverage.

I want to dispute the CRF/airport fee on my rental agreement.

An airport concession recovery fee is required by all rental car companies and may apply to rentals from airport locations. A Concession Recovery Fee is a charge added, collected, and remitted by Avis/Budget to the owner of the property where the rental transaction occurs. Surcharges and fees are not negotiable as they are a part of the cost of renting from an airport location. This fee could have several different names:

Concession Fee Recoupment

Concession Rental

Concession Fee

Concessionaire Fee

Airport User Fee

Airport Fee

Explain ALI, LDW, PAI, PEP

LDW stands for Loss Damage Waiver, an optional coverage purchased when making a reservation. With Loss Damage Waiver, you can avoid paying for damage that may occur to our vehicle while in your possession with no additional out-of-pocket expense & no increase to your personal policy due to an incident.

PAI stands for Personal Accident Insurance, an optional coverage purchased when making a reservation. PAI protects you and your passengers with insurance and medical coverage, in case of an accident.

PEP stands for Personal Effects Insurance, an optional coverage purchased when making a reservation. PEP covers your personal belongings during your trip.

ALI stands for Additional Liability Insurance, an optional coverage purchased when making a reservation. ALI protects you from any claims that others may make against you, as a result of an accident. This is subject to policy limits.

What do I need to bring to be able to pick up my car?

To fully answer the question of what they need to bring, we need to know if they are paying with a major charge card or debit card. To cover all bases, all locations require:

1. A valid driver's license

2.An Avis honored credit card in the renter's name. (Some locations may require 2 valid Credit cards in the renter's name for Specialty or Signature vehicles.)

3. MAY be asked to provide

--a second form of ID, such as a passport or travel visa (international renters), military ID, birth certificate, marriage license, ATM card in the customer's name, health care ID card with renter's name printed on it, company/school/college/university ID with a photograph

--an alternate charge card.

4. International Renters may be required to present an International Driver's Permit.

If the customer only has a debit card, they MAY be able to rent select car groups at many locations meeting the below requirements:

1. they will also need to pass a soft credit check, which must be done at the time of pick up (no exceptions).

2. Present a second form of Identification

3. Show a copy of a current bill (within the past 60 days) with an address that matches the address on the Driver's license.

4. Airports may require a return airline ticket or flight itinerary in the name of the renter that supports a rental that begins on or after the arrival date and ends on or before the departure date.

I want to dispute the late fee or what is my late fee?

They will be charged the daily fee for the car, and daily fees for any ancillary or coverages + late fee (over 7 hrs) + tax and fees. There is a $15 late fee if you return the vehicle 7 or more hours later than agreed without extending the rental. This fee will be billed daily, along with any additional day fees, until you return the vehicle per the terms of your rental contract. The Late Fee is a flat fee.

If they pick up early, you get charged a fee for time difference from picking up early (example getting at 1p instead of 5p).

What are your refueling policies and fees?

Context: Fuel polices do not apply to Avis First Rentals. Standard fuel policies do not apply to Avis First Rentals. Avis First customers should be billed for the amount of gas they used, at the local market rate. Vehicles that are exchanged are still subject to the refueling policy.

We offer three options for fuel:

Self Service- You are responsible for returning the car with the same amount of fuel you received at the time of pickup. If you refuel before you return your rental, please keep your receipt for verification purposes.

Fuel Service Option (GSO/PPG) - You can choose to pay in advance for a full tank of gas and bring the car back empty. There is no need to search for a gas station before returning the car. Our rates for this service are comparable to the current local retail pump price.

EZFuel and Fuel Service charge- If you are driving under 75 miles and don’t have time to refill before returning the vehicle, we will charge a low, flat fee for refueling of $15.99 ($17.99 if you rent in California). Be sure to fill the car up and present your receipt on return to have the fee removed from your final charges.

If you forgot to show your receipt at check-in and received a fuel charge, you can submit your receipt by [visiting] (Avis.com). Just look for the Help tab, select the Customer Service tab, and look for the Contact Customer Service link.

For more information on our fuel plans, [please visit] (Avis.com.) Look for the Products and Services tab, select services, and click the Fuel Plans option.

If they didn't select a plan and didn't refuel, they are charged up to 9.99 a gallon for refueling per the terms of the rental agreement.

I want my final invoice.

Clarification from Agent: Has it been 48 hours since you returned your rental?

if the Answer is No:

Your receipt will be available on Avis.com under the Reservations tab once the contract is closed. Please allow 48 hours from the time the car is checked in for processing, not sooner.

Otherwise if the answer is Yes:

You may download and print a copy of your final invoice/bill/receipt at Avis.com. Hover over the Reservations tab and select Get E-receipt. You will need your confirmation number or rental agreement number handy.

If it has been more than 48 hours since you returned your car and a receipt is not available, there may have been a problem at check-in. One moment while I transfer you to a representative.

I want to dispute the CFC or Customer Facility Fee.

The Customer Facility Fee is a fee for doing business at the airport. The airport authority uses these funds for the development and improvement of car rental facilities at the airport. Surcharges and fees are not negotiable as they are a part of the cost of renting from an airport location.

Can I take a driver’s license test in your car?

No, you must have a valid license to drive an Avis vehicle.

how long can I hold the car?

Context: the user is asking for how long they can keep their car rental

rentals can last from one day to 330 days with discounts for long-term rentals.

Question: Why was I charged for an extra day?

Avis bills in 24-hour increments from the time you pick up the car. If a car is rented at 11:00 a.m. on a Tuesday, for example, a rental checked out for one day would have until 11:00 a.m. on Wednesday – 24 hours later--before you would be billed for additional time. When you checked the car out, we asked you what time you wanted to return the car and based your estimated total on that return time. If a rental is not returned at the scheduled time, you have a 29-minute grace period. At 30 minutes past the scheduled time, you may be assessed an additional hour fee. For rental cars returned more than two hours late, you will be charged for an extra day, as it is less expensive to charge for an additional day than to continue to bill hourly for the additional time you kept the car. For specifics on your contracted Additional Hour and Day rates, please check your rental agreement. To avoid any surprises, Avis prints the rate chart on the left-hand side of your rental agreement about halfway down the page for your review.

If you need to keep the vehicle longer, call us for an extension. We will bill you at the additional day rate listed on your contract.

I was double billed for coverage.

Third-party products are not confirmed by Avis. Our system does not recognize or include any information about third-party coverage. You may still select our coverage at check-out as it relieves you of financial responsibility for damage to or loss of the vehicle while on rent as long as you abide by the terms of your rental agreement. All additional products and services are signed for on your rental contract at check out. Therefore, the charges are valid.

I was overcharged?

Your rental is charged by the day based on a 24-hour period from the time you pick up your vehicle. You have a 29-minute grace period after your return time. After that, returning 30 to 90 minutes late adds three-quarters of a day charge. More than 90 minutes late adds a full extra day, plus any coverages, taxes, and fees.

If the vehicle is returned more than 7 hours past the scheduled return time, a late fee will be added to your bill along with the applicable daily rental charges.

Rates are based on a 24-hour rental period starting at pickup. Any extra time will be charged at the daily or hourly rate shown on your contract, plus taxes and fees.

For prepaid reservations, no refunds are issued for early returns or under-stays, as outlined in the terms and conditions. For non-prepaid reservations, billing is based on the actual rental duration. Please note that if the rate selected included minimum or maximum rental requirements, and those conditions were not met, the rental rate may adjust to the best available rate, potentially resulting in a higher total cost.

Returned to a different location - When a drop-off location is changed without prior authorization, the original rate is no longer valid. Your rental rate automatically updates to the best available rate based on the new return location and rental details at the time of change. This may result in a higher total charge than originally quoted.

3rd party one way If your reservation was booked and prepaid through a third-party site, please note that the one-way fee may not be included in the prepaid amount. This fee is charged separately at the rental counter. If you’re unsure or it seems unclear, please check the confirmation or booking details email from the third-party provider — it will outline all charges, including any fees due at pickup.

If you need to keep the vehicle longer, call us for an extension. We will bill you at the additional day rate listed on your contract.

Can I use a digital or mobile driver’s license?

No, you must present a physical copy of your license at check out.

Does Avis offer coverage for medical expenses or accidental death?

Yes, Personal Accident Insurance (PAI) provides accidental death benefits and emergency medical expense benefits to the renter and all passengers in the Avis car.

The renter is covered 24 hours a day during the rental for the following:

Up to $175,000 for accidental death

Up to $2,500 in medical coverage for injuries due to an accident

Up to $250 for ambulance expenses

The passengers are covered while in the car for the following:

Up to $175,000 for accidental death

Up to $2,500 in medical coverage for injuries due to an accident

Up to $250 for ambulance expenses

Exceptions

NEW YORK: The renter is covered 24 hours a day during the rental for the following:

Up to $175,000 for accidental death

Up to $3,500 in medical coverage for injuries due to an accident

Up to $250 for ambulance expenses

What does the abbreviation OWF stand for?

OWF stands for One Way Fee. A one-way fee is assessed to help cover the cost of retrieving the vehicle. This fee may be included in your rate if you had a reservation for a one-way rental, or it may be assessed if you modified your drop off location during the rental. If the reservation was for a one way drop off and the customer decides to return to the same location they picked up from, a one way fee does not apply. The rate may change but the OWF is not charged.

What does the abbreviation TOL stand for?

TOL on rental agreement will always be Etoll Unlimited. ABG sells unlimited Etolls. If they are disputing tolls on their RA, it's Etolls. It depends on where you drove, unless you bought unlimited. If they are disputing, it's usually because they didn't want it.

Can I use my own toll device?

Yes! You can opt to pay for your own tolls using your own electronic toll device. If you choose to do so, just be sure that the Etoll device in your vehicle remains closed (if one is included in the vehicle). Do not forget to remove the rental car from your personal account when your rental is complete.

You can read more about our Toll options at Avis.com check for the Products and Services Tab and select services.

Can I use a temporary license?

Temporary licenses are accepted provided they have a state seal or stamp, signature, expiration date, photograph or description, no daytime driving restrictions, or restrictions to driving for business purposes, No erasures or corrections, and date of birth. If a temporary license is issued in another country, an international driver's license is required. You may be required to present a second form of identification. Any means of ID with a signature is acceptable.

Can I use my expired driver’s license?

No, your license must be valid for the entire rental duration. Exceptions are made for US military on active duty or for 60 days after discharge from active duty. The same policy applies to US military dependents whose spouse is on active duty. Be prepared to present your expired license, valid travel orders or discharge papers, or your military dependent information.

What forms of payment are accepted?

Avis accepts most major credit cards and charge cards, including Visa, Mastercard, American Express, and Discover debit cards, as a form of payment at most U.S. locations. Please note that the credit/debit card MUST be in the name of the renter and presented at the time of checkout. Many locations will allow someone else to pay at the time of return. Please inquire at the counter when you arrive for check out. Learn the details of our payment and credit identification policy. https://www.avis.com/en/help/usa-faqs/debit-card-policy

I need my final receipt? I have not received the receipt after I returned.

Answer: You can view the finalized receipt at www.avis.com 48 hours after the vehicle is checked in, not sooner.

Does Avis do a credit check?

If you pay with a debit card, you may be subject to a soft credit check (will not impact your credit score) or asked to present additional identification. We use Equifax to perform the check at the time of check out and the credit check cannot be done in advance. There are no exceptions to the credit check policy. Acceptable forms of additional identification are: Valid passport or travel visa, military identification, birth certificate, marriage license, ATM card with customer name printed on face of card, health care identification card with customer’s name printed on face of card or company/college/university identification with a photograph. In some cases, you may be required to present an alternate credit card.

What is the extra day charge?

You are billed in 24-hour increments from the time you pick up the car. If a car is rented at 11:00 a.m. on a Tuesday, for example, a rental checked out for one day would have until 11:00 a.m. on Wednesday, before you would be billed for additional time. When you checked the car out, we asked you what time you wanted to return the car and based your estimated total on that return time. If a rental is not returned at the scheduled time, you have a 29-minute grace period. At 30 minutes past the scheduled time, you may be assessed an additional hour fee. For rental cars returned more than two hours late, you will be charged for an extra day. For specifics on your contracted Additional Hour and Day rates, please check your rental agreement.

An additional day is often charged at a higher rate than the original daily rate, so for the bot to say that it should be 30 dollars a day is wrong. (Additional day should not be the same)

What charge level is needed when I return an electric vehicle?

Electronic vehicles are rented out with at least 70% battery charge and must be returned with a battery charge of at least 70%, to avoid additional charges.

Why was I billed more than I was quoted?

Your rental agreement shows any additional products or services you signed for at check out. Additional products or services may account for the difference in price.

If you changed your rental parameters, your rate may have changed. The rental agreement contains your rate information. There is a chart printed about halfway down on the left side that will show you exactly how you were billed and if there were any rate requirements or restrictions. If you did not meet the requirements of the rate due to an early or later return, there will be a daily rate printed on top of the rate chart that explains how you will be charged if you did not meet the rate requirement.

Does Avis offer coverage for illness?

Emergency Sickness Protection (ESP) is available only to non-US resident renters. It provides certain medical benefits for some sicknesses that occur during rental periods of thirty days or less. ESP also covers the renter’s non-US resident passenger traveling companion accompanying them during the Rental Period. In the event of a claim by a person other than the renter, written proof (such as travel itineraries prepared by a travel agent) must be provided to document that the person was a member of the renter’s traveling party.

What coverage do you offer?

Context: The user is asking about what coverages exist. The user can also add coverage through our agent.

We offer several coverage options, including:

Additional Liability Insurance or ALI. With the purchase of ALI, you raise the limits of coverage for damage to property or persons outside of the Avis vehicle.

When accepted, the Loss Damage Waiver, or LDW, relieves the renter and authorized additional drivers of responsibility for loss of, or damage to the Avis car, when they comply with the terms and conditions listed on the rental contract. At the time of rental, you must initial the contract to accept or decline the LDW and optional services. LDW and optional services must be signed for at the time of pick-up at the rental counter. LDW cannot be added once the rental has been picked up. Customers that choose not to accept LDW are financially responsible for:

Accident damage

Glass damage

Stolen items (radio, battery, etc.)

Vandalism

Theft of the vehicle

Can I use my own coverage?

Our Loss Damage Waiver, or LDW, offers maximum protection, while personal auto insurance or credit card coverage may exclude rental vehicles, loss of use of our vehicle due to damage, or may carry an out-of-pocket deductible. If you opt to use your own coverage, you should confirm with your provider or charge card company what rental coverage you have. Please keep in mind that you are financially responsible for the vehicle until it is checked in. You will be billed directly for damages in the event of an accident.

I did not accept any coverage?

I see that you accepted coverage at the rental counter. The coverage was billed at the daily rate, as reflected in your signed Rental Agreement. Because the agreement includes your signature acknowledging those charges, the charges for the coverage are valid.

I purchased coverage through package (Expedia, Priceline)

I want to dispute the EXT or Rental Extension Fee.

There is a $12 rental extension fee to extend the rental for more than 7 hours beyond the original return time per the terms of your rental contract. There is no fee for customers keeping the car for less than 7 additional hours or returning the car earlier than scheduled.

I have a tax exemption and want to dispute taxes.

Please send us a copy of your tax exemption forms. You can upload a copy at Avis.com. Just look for the Help tab, select the Customer Service tab, and look for the Contact Customer Service link.

I want to dispute the TOF or Tourism Fee.

This fee is an assessment to promote tourism in the state of which the rental is taking place. Tourism fees are required by local law and are not negotiable.

I want to dispute Taxes.

Tax is the sales tax required by the government bodies where the Avis/Budget is located. It may include state sales tax, country sales tax, or city sales tax. Locations within the same state may have different tax amounts because each country or city may impose different tax rates. This occurs whenever the state or local government has imposed an additional tax (sometimes called a tourism tax). The tourism tax will apply to car rental, as well as hotel rooms, etc.

I want to dispute Local Surcharges.

A local surcharge is an additional fee that is imposed by a state, country, or city government or airport authority on car rental. All rental car companies are required to charge these fees at the applicable locations. This surcharge is required due to local conditions or laws, and it is not refundable. Local Surcharges have many different names, but some common ones are:

Contract Fee

Florida Surcharge & Waste Tire/Battery Fee

Transportation Fee

Security Fee

Mitigation Fee

Highway Use Fee

Stadium Surcharge

Road Safety Fee

Convention Center Surcharge

Tire Battery Surcharge

I want to dispute the Vehicle License Fee or the VLF fee.

The Vehicle License Fee is associated with the charges incurred in order to put a car on the road. These fees include costs for the title, registration, plates and in some instances taxes as well. The per day charge is derived from the total expense divided by our estimated rental days. Surcharges and fees are not negotiable.

I want to dispute the Security Fee.

This is a charge implemented by the airport to cover additional security costs as a result of FAA regulations. Surcharges and fees are not negotiable as they are a part of the cost of renting from an airport location.

How are tickets and citations billed?

You have the option of paying your ticket directly to the issuing authority. If the ticket isn’t paid for, Avis will be notified by the issuing authority as the owner of the car. Any tickets charged to Avis Budget Group will be charged through our citations and ticket service provider, American Traffic Solutions – ATS. Please note that it may take 2-3 months (up to a year) for the charges to be billed, as we are not able to process and bill charges until they are received from the issuing authority. ATS charges will be shown on your statement as Avis Rental Fine.

Please note that many jurisdictions utilize video technology to capture and cite drivers for minor traffic offences. If you do not remember receiving a ticket, you can check our portal here for the ticket https://www.avisrentalfine.com/

What is the airport concession or recovery fee?

Some airports charge car rental companies a fee for every customer transaction at that airport location. Surcharges and fees are not negotiable as they are a part of the cost of renting from an airport location. Please check for all fees that apply to your rental in the Rates section during your car rental reservation process.

Customer returned their car to a different drop off location than originally reserved and is disputing the one-way fee.

OWFs (one-way-fees) are not always applied. If it was booked as a one way it may or may not have had a OWF associated with the rate. If it was an unauthorized drop off, the fee may vary depending on the renting station and how far away it was dropped off. A one-way fee may be added or included to your time and mileage charges. It can appear as a miscellaneous charge under “L/O,” or as a separate line item listed as a One-Way Fee (OWF) or Inter-City Fee (ICF). The user should look at this URL: https://www.avis.com/en/products-and-services/protections

Coverages

All coverage is billed per day at the rate agreed upon checkout and signed for on your rental contract. If you are an Avis Preferred member, you may have selected a coverage or product on your profile. When a coverage or product is selected on your profile, it will be added to each rental you reserve with your profile number.

Is the call center available 24 hours?

No, Customer Service Hours:

Monday-Friday 7:30am - 7:30pm (CST); Saturday-Sunday 8:00am - 6:30pm (CST)

Do charges add to the deposit?

Generally, at the time of rental, we'll require a credit card hold of total estimated charges. However, all rentals may require an authorization hold which is typically the estimated rental charges plus $200-$300 USD (In Canada, the estimated charges or $750 CAD whichever is greater.) If you have prepaid, the hold will be $250 USD. A prepaid charge card is not accepted for this required hold and in case of reservation with non US currency, a credit card with same currency of reservation with equivalent USD amount would be required.

What is the Frequent Traveler Program (FTP) charge?

A Frequent Traveler Program Surcharge or Excise Tax may be applied and will be assessed in connection with miles earned pursuant to a reservation. For rentals in the United States, Puerto Rico, St. Thomas, St. Croix and Canada, when the rental chooses to receive frequent flyer miles from the following U.S. airline programs, we will assess a frequent flyer surcharge equivalent to USD $1.00- 1.50 per day. The amount assessed is collected to offset a portion of the annual cost of participation in frequent flyer programs.

What does the abbreviation HRF stand for?

HRF-Half Recharge Fee is a fee assessed for an electric car returned with less than 70% battery charge.

What does the abbreviation GPS-LSD stand for?

GPS-LSD stands for Lost/Stolen/Damaged GPS Device

What does the abbreviation GTL stand for?

GTL stands for GPS Tablet Lite. All counter products and coverages are selected and signed for on your rental agreement.

What does the abbreviation GPO stand for?

GPO is a One-Way Charge for the GPS unit.

What does the abbreviation FRF stand for?

FRF stands for Full Recharge Fee. This charge is assessed when an electric car is returned to the location with a less than 10% charge.

What does the abbreviation GDW stand for?

GDW stands for Glass Damage Waiver. Glass Damage Waiver relieves you of financial responsibility for damage to the glass on your rental car. All counter products and coverages are selected and signed for on your rental agreement.

What does the abbreviation UPF stand for?

UPF stands for upgrade to an F car group. This is a promotional text or email offer you received and accepted to upgrade your vehicle to Intermediate SUV.

What does the abbreviation DIE stand for?

DIE stands for Diesel. It is a refueling charge you may see if you rented a diesel-fueled vehicle internationally.

What does the abbreviation UPW stand for?

UPW stands for an upgrade to a W car group. This is a promotional text or email offer you received and accepted to upgrade your vehicle to Standard SUV.

What does the abbreviation CSS stand for?

CSS stands for Child Safety Seat.

What does the abbreviation DCF stand for?

DCF stands for Delivery and Collection Fee.

What does the abbreviation CBS stand for?

CBS stands for Child Booster Seat.

What does the abbreviation SGU stand for?

SGU stands for Select and Go upgrades. These upgrades are available to Avis Preferred customers during the vehicle selection process on lot or on the app. If you select a Select and Go vehicle upgrade, you are charged an additional SGU fee for the cost of the upgraded vehicle.

What does the abbreviation DEL/COLL stand for?

DEL/COLL stands for Delivery and Collections. These charges are applied to rentals for the delivery and collection service.

What does the abbreviation EXT stand for?

EXT stands for extension. You may have requested a modification to your drop off date, time, or location during your rental. Additionally, if your car isn't returned on or before your due date, depending on how long you keep the car, we will make up to three additional extensions on your card to cover expected rental charges per the terms outlined in your rental agreement.

What does the abbreviation LAT FEE stand for?

LAT FEE stands for a late fee. If the vehicle is returned more than 7 hours past the scheduled return time, a late fee will be added to your bill along with the applicable daily rental charges.

What does the abbreviation AUTH stand for?

AUTH indicates the Authorization code in relation to your payment.

What does the abbreviation ADR stand for?

ADR stands for Additional Driver. There is a daily fee for adding an additional driver to your contract, with a maximum of $65 per rental. Allal. All additional products and services are agreed upon and signed for on your rental agreement.

What does the abbreviation LDW stand for?

LDW stands for Loss Damage Waiver. Loss Damage Waiver is coverage that relieves you of financial responsibility for damage to or loss of the vehicle while on rent as long as you abide by the terms of your rental agreement. All additional products and services are agreed upon and signed for on your rental agreement.

What does the abbreviation AD’L stand for?

AD’L stands for Additional. You may see it in the context of an Additional Day rate or an Additional Driver.

What does the abbreviation WFI stand for?

WFI stands for WIFI. All counter products and coverages are selected and signed for on your rental agreement.

What does the abbreviation VCD stand for?

VCD stands for Uber Valet Delivery.

What does the abbreviation USA stand for?

USA is a surcharge assessed by a Canadian renting location for crossing the border into the United States.

What does the abbreviation STR stand for?

STR stands for Snow Tires. All counter products and coverages are selected and signed for on your rental agreement.

What does the abbreviation SSU stand for?

SSU stands for Florida State Surcharge.

What does the abbreviation SGO stand for?

SGU stands for Select and GO upgrade. Upgrades and all counter products and coverages are selected and signed for on your rental agreement.

What does the abbreviation XMR stand for?

XMR stands for satellite radio. All counter products and coverages are selected and signed for on your rental agreement

What does the abbreviation SAT stand for?

SAT stands for satellite radio. All counter products and coverages are selected and signed for on your rental agreement.

What does the abbreviation RSN stand for?

RSN stands for Roadside Safety Network. RSN may be selected at pick up or included with your reservation. This service provides you with access to our Emergency Roadside Safety Network in the event of a breakdown or vehicle mechanical issues during your rental. All counter products and coverages are selected and signed for on your rental agreement.

What does the abbreviation PKY stand for?

PKY stands for Premium Key Replacement.

What does the abbreviation NON- PKG ITEMS stand for?

Non-PKG Items stand for non-packaged items. You would see this charge on your rental agreement if you prepaid a third party for your rental, and you were charged for an item or service that was not included in the price you paid for your tour package.

What does the abbreviation ADD stand for?

ADD stands for Additional Driver. With a valid license, your spouse, partner, employer, or employee can drive your rental car for no additional fee. However, otherwise, there is a daily fee for adding an additional driver to your contract, with a maximum of 65 dollars per rental. All additional products and services are agreed upon and signed for on your rental agreement.

What does the abbreviation ACD stand for?

ACD stands for Avis Chauffeur Drive. This charge is for chauffeur services. All additional products and services are agreed upon and signed for on your rental agreement.

What does the abbreviation MAF stand for?

MAF stands for Phoenix Maintenance Fee

Customer asks to escalate the call to release the hold.

If there are excess funds on hold at check in, we release the hold when the charges are processed. Please remember the hold release does not appear as a refund or credit. To resolve this, you need to contact your financial institution.

Did you use your American Express card?

If answer is Yes:

Ask:

Do you still show a pending transaction from Avis on your account?

If Answer is Yes:

American Express will only accept a release by phone. Please call us back with American Express on the line to release the authorization hold.

What is the pet policy?

you can only have 2 pets

Customer asks for help with releasing a hold

Security holds are set aside by your financial institution to ensure that the funds are available to pay an upcoming charge. At check in, your charges will be posted based on the total amount due on return. Any unused funds will then be released back to your account. Please note that when an authorization hold is released, you will not see a line item on your statement, as it is not a refund. The pending charge will simply fall off, and the funds are released for your use. The length of time that your financial institution keeps your funds on hold can vary depending on your financial institution’s policies. If you have questions about the length of the hold, contact your financial institution. We apologize for any inconvenience.

Why am I getting charged $400? Initial screen said $180 if I prepaid

I can see your quote here and indeed the car rental charges are $180. The remaining $220 are taxes and fees. Local tax is $100, Vehicle License Fee is $60 and the LDW coverage is the additional $60

How do I see my reservation? See my reservation.

Context: User may be asking to see their reservation or need to see their reservation for some information.

To see your reservation, you can see them [here](abg://trips) to see more about your Avis reservations.

Update or change my password / how do I update or change my password?

Context: User may be asking to use or change the password.

I don't have access to your password information. For security reasons, password details aren't something I can provide or access. If you need help with your Avis account password, you can reset it on your [account page](abg://account).

How do I update credit card? I want to update credit card.

Context: user may be asking how to update their credit card

If you want to update your credit card, you can do so on your [account page](abg://account).

# Reservations

## How to View, Modify, Extend, or Cancel on Budget

To change, cancel, extend, or update, I can guide you to where you can make changes to your reservation. You can modify your reservation on the app by visiting the [Trips page](nambudget://trips/current).

Update my email / how do I update my email?

Context: Caller is asking about how to update their email

You can update your email address on your profile through several options. If you're an online member, simply login to your profile on the [app](abg://account) and go to Your Information to add an email. Alternatively, you can email us directly at [avisprivacy@avis.com](mailto:avisprivacy@avis.com).

How do I make a reservation? I want to make a reservation.

Context: User may be asking to make a reservation.

I cannot make a reservation for you, but if you'd like to make a reservation, you can do see in the Avis app [here](abg://reserve).

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