Customer Care

You are eligible to receive points or miles with your preferred Frequent Traveller Programme. Just remember to include your frequent flyer number when you book. You can find a list of our partners here.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


You can pay for Fuel Up Front when you collect your hire vehicle. This simply means that you pay for a full tank of fuel upfront, saving you the hassle and time of refuelling before you return. This not only saves time but also money, because we offer a discounted rate compared to our fuel on return rates. If you choose Fuel Up Front but bring your hire vehicle back with a full tank, don't worry, we won't charge you for Fuel Up Front. But if you bring it back partly full, unfortunately we can't provide a refund and you will be charged the full amount as listed on your rental agreement, so try to return the vehicle as close to empty as possible.

Discover more about Fuel Up Front and your other fuel options in our location specific conditions.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


We understand your hire car might get dirty during your journey so we don't charge a cleaning fee for normal wear and tear. However, if the dirt is excessive, we may charge a cleaning fee to cover the cost of professional valeting.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


Recent government measures may have led us to alter the operating hours of some of our rental locations. You can find a complete up to date list of our station openings and their hours here.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


We understand that you may need to amend or cancel your booking for many different reasons. To make any changes or to cancel your existing booking, please visit our website here.  If you have booked through a third party, such as a travel agent or broker, please contact the booking source directly for assistance.

It is important that you have read and understood our cancellation policy which is included in our booking terms and conditions.

If you have prepaid for your reservation, and you had cancelled it at least 1 day before the day your reservation should begin, the refund should be processed automatically. If that is not the case, you can connect with our customer service team  to request the applicable refund.  Please note that any refunds can take up to 5-7 working days to reach your account once it is processed.


Many city centers in Italy are defined "Restricted Traffic Zones". These areas are not accessible to vehicles on certain days or times as prescribed by the relevant traffic authority. Even when driving a rental car it is necessary to respect these restrictions to avoid incurring an administrative penalty.

Some of our stations are near central areas and "limited traffic areas" and it is therefore necessary to pay careful attention not to enter the ZTL. Our Florence Via Borgognissanti station, for example, is located near one of these areas. Customers are therefore informed of its presence and of the possibility of returning the vehicle avoiding entry into the ZTL.

If you are not sure whether or not the station is close to a ZTL or which route to take to return the vehicle, do not hesitate to ask.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


Yes, you must pay a fee if you do not show up to collect your vehicle without first cancelling your reservation or making alternative arrangements with us. The fee for this varies depending on the location and country of rental. Further information can be found in our Terms and Conditions.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


Our rental documents are designed to clearly itemise each product and charge for ease of reference for our customers. The estimated amount due at the end of the rental is highlighted on the agreement for clarity. If you haven't already paid for extras such as a sat nav, you will pay for them at the end of your trip. You may also be charged if your hire vehicle is damaged. requires refuelling or you return it late.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


If you're not sure what some of the entries on your invoice refer to, we are happy to help. Please use the below icons to e-mail our customer care department, or click here for more info.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


We are sorry our website seems to be giving you trouble. We know how frustrating IT problems can be and we are always looking for ways to improve. Please contact our customer care team using the icons below during office hours and we'll do our best to get it sorted out as quickly as possible.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


If you booked using your payment card, you will receive an invoice which is simply for your records. At the bottom of the invoice, it should say: No payment necessary. The amount due will be charged to your credit card.

If you would like to know more about how your invoice was calculated please click here.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


Your privacy means a lot to us. Please have a read through our Privacy Policy, which explains exactly how your data is used, collected and protected, as well as the types of cookies used by this website. We make sure that your personal data is further secured by only ever discussing personal information or details of a rental with the main driver of that rental, unless express written consent is given to us to speak with someone else. 

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


You can retrieve your latest invoice online using your booking reference number, rental agreement number or Avis Preferred Customer Number. Retrieve your invoice online. If you already tried to retrieve your invoice online but aren't having much luck, your invoice may not yet be available. Contact our customer services team for help. Otherwise, you can also email them for a copy of your rental agreement. 

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


When a traffic offence occurs, we are notified by the relevant authorities as the registered owner of the vehicle in order to identify the driver of the vehicle. Whenever possible, liability is transferred to the driver of the vehicle at the time of the offence and the authorities re-issue the Penalty/Parking Charge Notice to the driver. We charge an administration fee to cover our costs involved in this process. Following a liability transfer, the authorities contact the driver directly by post with the re-issued fine. Rest assured, the dates of fine payment are updated so that the driver is not affected by the time taken to transfer liability. In some circumstances, liability cannot be transferred and the fine is paid on your behalf by us. The lowest possible fine amount is paid and is charged directly to the customer. Please note, to dispute an offence, the authorities must be contacted directly. Details of the dispute process and all contact details for the authority will be detailed on the re-issued penalty charge notice that you will receive.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


Need to get in touch with us about your rental? Please call our Customer Service Team and we will try to help. From the moment you collect your hire vehicle to the moment you return, we want you to enjoy every mile of the journey.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


You pay for each day you hire a vehicle, which is based on a 24 hour rental period. If you return your hire vehicle within 24 hours, you'll still be charged for the full day. There's also no penalty for returning your vehicle up to 29 minutes late, but for returns after this time we're afraid you will be charged for another day as well as a late return fee. If you are going to be late or would like to extend your rental period, please call your hire station ahead of time to let us know.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


We always aim to provide a vehicle from the group reserved. On the rare occasion we are unable to offer you a car from your chosen group, we will provide an equivalent or premium alternative. This won't cost you a penny extra because we want everything to be just right for your journey.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


When you collect your hire vehicle you will receive a rental agreement. This document contains all the information you need to know, including the booking price and the vehicle's condition. You will need to check and sign your rental agreement before you drive your hire vehicle away.

It's a very quick and simple document, because we don't want to hold you up on your journey.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


AdBlue is a diesel engine additive found in most of our diesel vehicles which helps to reduce NOx emissions.

Each vehicle fitted with AdBlue is also equipped with a warning light, which signals the next exhaustion of the additive. The remaining level will be indicated directly by the vehicle instrumentation. It is important to remember that the exhaustion of AdBlue causes the vehicle to be inoperable. Thus, when the warning light comes on, it is advisable to refuel AdBlue immediately.

Refueling can be done free of charge by going to one of our branches, facilities or affiliated networks or any gas station, before payment. In the latter case, the amount will be refunded and deducted from the amount due for the rental, upon return, upon presentation of an invoice.


Any miles or points you collect will usually appear on your next statement. However, it can take a little longer. Rest assured your credits will show up on the following statement, at the latest. If for any reason your credits do not appear you can add them here . If they still have not appeared after this, please contact us using the icons below.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


When you complete your rental and return the vehicle, we will charge your card and the pre-authorisation hold will be released by your card issuer. Depending on your card issuer, it can take up to 28 days before this is reflected in your account balance. As the pre-authorisation hold is not a charge, the release of funds may not appear on your card statement. Please note – even though the hold is not an actual charge, it still temporarily reduces the available balance on your payment card until its release.

In case of any further queries, please use the contact button and link below to submit a ticket with our customer care team and you will receive an email with the details of your authorisation hold.


The Premium Location Fee, which is included in your booking quote, helps to cover the extra operating costs incurred at premium locations such as airports, train stations and city centres. While the Premium Location Fee, also known as the City Supplement or Airport Surcharge, is included in your reservation quote, it is also applied as a percentage to any additional counter products selected at the rental location. For clarity, this is itemised on the rental agreement and invoice. Don't worry, this is not a duplicate charge and the itemised line may include the quoted portion from booking as well as any portion for additional selected items. 

Should you have any other questions about how your invoice was calculated, click here or reach out using the icons below.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


We're almost always able to reunite possessions with their owners. Call the Avis location where you returned your car, providing your name, the item(s) you left behind and either: your booking reference number, rental agreement number or Avis Preferred Customer Number. We will then check the vehicle for you. The phone number will be on your rental agreement. If you don't have it to hand, look up your hire station.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


We give you the chance to collect miles or points through our partners each time you hire a vehicle, so you can continue to receive a premium service at premium value. Please make sure to include your partner membership number at the time of booking. There are times you won't be able to collect miles or points. This will happen if you're a public-sector employee, using a travel industry or airline employee rate, renting a van, or using a substitute, net or tour operator rate. If you hire more than one vehicle from the same location within 24 hours, your miles or points balance will only be credited once.

Need to claim missing miles? 

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


Retrieve your invoice below. Use the format: E123456789 for a rental agreement or 12345678XX9 for a reservation number and your last name as written on your agreement.  

 

You can find your invoice 36 hours after your rental has ended using your booking reference number, or rental agreement number.

 

If you have already tried to retrieve your invoice online, but aren’t having much luck, your invoice may not yet be available.

 

Please contact our team using the icon below if you need further help.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


If you're a member of a loyalty programme with one of our partners, you can collect Frequent Traveller miles or points when you travel with us. Each time you hire a vehicle, you collect points towards one of your loyalty programmes. The amount of points you receive is based on the loyalty programme you are with, so please be sure to check out the above partners link for more information. Remember to bring your miles card when you collect your car and see your balance grow.

 

Ready to clock up more miles? Start your journey.

Already planned a trip? Check your booking.


As part of the global effort to help curb the spread of Coronavirus, recent government restrictions, etc. have resulted in us closing some of our rental stations. These changes are reflected in our booking channels. In the unlikely event that a rental station closes while booking, you will be contacted and assisted by our team.


The Vehicle Registration Fee, which is included in your quote before you book your vehicle, helps cover the cost of your hire vehicle's registration. It is itemised on your invoice for clarity but is not an additional charge.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


You are charged for each day (24 hours) you hire a vehicle. Whether you hire it for just two hours or 24 hours, you will be charged for the full day. Early Returns: If you return the vehicle and any optional extras early, you will lose the benefit of any special offers if you no longer meet their requirements. This may result in the rental costing you more. There is no refund for any unused days.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


Please email us at this link so our web team can fix the issue. If you could also provide us with as much information as possible, including any screenshots you may have of the errors, we can make sure it gets fixed right away. We appreciate you letting us know.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


Please contact our Customer Service Team and we will try to help. We won't charge you for a service you haven't used and always aim to be clear and transparent.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


Sorry to hear your journey wasn't perfect. If you feel we did not provide the service you deserve, we want to know about it so we can make it better.  You may contact our customer care team through telephone or email by using the icons below.
 


If you would like to make any changes or updates to your invoice, please contact our Customer Service Team using the below icons. Please be aware that only the named driver of the rental, or authorised individual at your company may request changes to be made to an invoice.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


We do not currently offer our rental cars to individual buyers. If this changes, our customers will be the first to know.

 

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


We're sorry that you've had to cancel your booking with us. Please first ensure that you have read our Booking Conditions for information on cancellation fees. Once your booking is cancelled, contact us using the icons below to request your refund. Any funds that are to be refunded can take up to 5-7 working days from the date they are processed. If there are any extraordinary circumstances that may affect the above timeframe, our customer care team will let you know. If you have cancelled your booking on the same day you created it, there is nothing to refund as the charges would not have been made until midnight. Any item listed on your statement in this case will be a pre-authorisation hold, not a debit.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


It is standard that the charge for tolls arrives a few weeks following the end of your rental, as we must wait for the charge details to be provided by the toll authorities. The charge is usually taken in one payment but multiple charges/receipts are also possible based upon the location and duration of the rental.

 

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

Planning a trip? Start your journey.

Already planned a trip? Check your booking.


You don't need to worry about paying for the Dartford Crossing as most of our vehicles from nearby locations are pre-registered with the Dartford Authority. This means that you do not need to do anything extra, we will take payment for the crossings from the payment card used on the rental.


Your invoice is calculated based on the items presented on your rental agreement at the beginning of your hire.  An estimated amount is presented to you for your acceptance, so please carefully review this document prior to leaving the station with your vehicle.

Your invoice will also contain any applicable additional charges such as refuelling, damage repair costs, or additional days' fees.

If you have any additional questions, or something just doesn't add up, please use the below contact buttons to speak with a member of our customer service department.


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